International Journal of Research in IT and Management
Year : 2017, Volume : 7, Issue : 2
First page : ( 45) Last page : ( 49)
Online ISSN : 2231-4334.

Role of Process Automation in Service Quality Enhancement of MSMEs

Suresh N.

Asst. Professor, Commerce, MVS Government Arts & Science College, Mahabubnagar

Abstract

No one quibbles against the dexterity of Micro, Small and Medium Enterprises (MSMEs) in making the quality products and rendering services to the end users. Indeed the services tendered by MSMEs are bolstered by the personal care and customized solutions to the service requirements which faired well in creating the rubrics of strong customer relation management by MSMEs. But the radical process automation adopted by large scale entities in the form of business process reengineering and enterprise resource planning have enabled them to enhance the quality of services and dominate the service quality of MSMEs in every nook and corner. Therefore, it is proposed to bring out a research paper titled ‘Role of Process Automation in Service Quality Enhancement of MSMEs’ to identify the loopholes of service matrix offered by MSMEs and to examine the feasibility of automating the service quality. It is also learnt from the innovative government initiatives like “Startup India” that there are innumerable technology driven tools mounting up in the market to enhance the service quality of small scale units with very affordable investments. Thus, the alternatives available at the disposal of MSMEs to augment the service quality are also proposed to be examined to form the core of this paper.

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