Title: Development and validation of business excellence framework for Indian service MSMEs

Authors: P.M. Unnikrishnan; Jyoti Tikoria; Arun Kumar Agariya

Addresses: Department of Management, BITS Pilani, Rajasthan – 333031, India ' Department of Management, BITS Pilani, Rajasthan – 333031, India ' Department of Management, ABV-IIITM, Gwalior, M.P. – 333031, India

Abstract: In today's highly dynamic business environment, excellence is the key to the success of any business. Business excellence is the consolidation of excellence in products, services, work culture, management, and leadership. Business excellence models are crucial in promoting and assisting organisations in achieving enhanced performance. Achieving business excellence is important for micro, small and medium enterprises (MSMEs), as the MSME sector contributes significantly to a country's economic growth and prosperity. This study aims to understand the current status of business excellence implementation in Indian service MSMEs for developing a simple business excellence framework specifically for Indian service MSMEs. This study suggests a unique business excellence framework for service MSMEs by identifying the success factors of business excellence from the perspective of service MSMEs. The proposed business excellence framework is a simple hands-on model which service MSMEs can seamlessly implement in their organisations and reaps the benefits in a short period.

Keywords: business excellence; service excellence; performance enhancement; micro; small and medium enterprises; MSME; success factors.

DOI: 10.1504/IJSOM.2025.144480

International Journal of Services and Operations Management, 2025 Vol.50 No.2, pp.219 - 245

Received: 21 Jun 2022
Accepted: 25 Dec 2022
Published online: 17 Feb 2025 *

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