Process Management Models in Service Enterprises: A Systematic Literature Review

Improvements to business processes influence the quality of services with which customer is provided. This principle basis Total Quality Management approach. paper presents a systematic literature review carried out in order identify most commonly used models service companies manage their internal processes. In addition, type/size that frequently use these are identified find gaps such utilization contribute science field. The process made it possible 1507 studies, 74 were eventually classified as primary studies. results showed widely European Foundation for (EFQM) organisational management, and Capability Maturity Model Integration Services (CMMI-SVC), employed determine organisation’s maturity, evaluate improve services. ISO/IEC 20000 standards IT management 9001 product was also identified, proposals ITIL framework best practices management. With regard type organisations implement solutions, large prevail small medium-sized enterprises (SMEs) underrepresented.