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Item type:Publication, ITSM model for very small organisation: An empirical validation(Institution of Engineering and Technologyjbristow@theiet.org, 2020-04-01)Nowadays, information technology services management (ITSM) has become strongly needed for every kind of organisations providing IT services for customers or for themselves. However, existing models (as CMMI-SVC, ITIL or ISO/IEC 20000) are strongly difficult to implement on very small organisations. The aim of this study is to validate an ITSM model specifically proposed for small organisations, the PCPS4SVC model. This model was developed considering the needs and constraints of small organisations and was verified against reference models using process mapping. In this study, the model was validated in three small enterprises, where it was tailored and implemented. As a result, the enterprises improved their IT services operation. Finally, it was determined than PCPS4SVC is a model easy-to-use and adequate for small enterprises. - Some of the metrics are blocked by yourconsent settings
Item type:Publication, The role of soft and hard TQM practices on stakeholder management: A SEM-ANN approach(Taylor & Francis, 2026-01-01)Total quality management (TQM) remains a vital approach in evaluating and improving organizational processes. However, limited research has addressed the link between TQM practices and stakeholder management. In this context, this study uniquely integrates stakeholder theory to examine the synergistic effects of soft and hard TQM practices on stakeholder management using a hybrid SEM-ANN approach, and compares how these relationships vary significantly between companies with ISO 9001:2015 certification and those without it. Data were collected from 347 goods and services companies in Peru. Estimation results show that the adoption of soft and hard TQM practices is positively associated with effective stakeholder management. Furthermore, the results revealed that the relationship between hard TQM practices and stakeholder management is significantly higher for ISO 9001:2015 certified companies than non-certified companies. In contrast, no significant differences were observed between ISO 9001:2015 certified and non-certified companies regarding the relationship between soft TQM practices and stakeholder management. Based on the results, tailored TQM strategies were designed to improve stakeholder management based on soft and hard TQM practices. Overall, the study offers actionable guidance for practitioners seeking to implement TQM and strengthen stakeholder management.