Operational management model to increase the performance of an SME in the coffee shop sector: Puku Puku case

• Autores: Gaviño Del Valle, Marco Aurelio, Muñiz Tori, Nicolas
• Formato: tesis de grado
• Fecha de Publicación: 2024
• Institución: Universidad de Lima
• Repositorio: ULIMA-Institucional
• Lenguaje: inglés
• OAI Identifier: oai:repositorio.ulima.edu.pe:20.500.12724/22208
• Enlace del recurso: https://hdl.handle.net/20.500.12724/22208
• Nivel de acceso: acceso abierto
• Materia: Cafés; Pequeñas y medianas empresas; Efectividad organizacional; https://purl.org/pe-repo/ocde/ford#2.11.04

Innovation is a key factor for the competitiveness of SMEs, the service sector is characterized by recurring problems and fierce competition in a saturated market, causing these companies to reduce their profitability. This work presents an operational model to increase the performance of a coffee shop. For the design, a case study has been developed in “Puku Puku”, a coffee shop based in Lima, Peru. Applying the Huff Model, the company's competition was defined based on different relevant variables and, using benchmarking, a pricing strategy was implemented. For this purpose, a value was given to the distance from the premises to the consumer, price, location, customer satisfaction, among others; and the probability that a consumer would go to the different cafeterias in the studied area was obtained. Based on the results of this model, a report was made that provides a potential increase of 30% over the estimated income in the scenarios analyzed. The value of this research lies in the economic advantages that could be obtained by applying this model in a coffee shop business, with the possibility of being replicated in other areas.