El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / Micro and Small Enterprise (MSEs) are the primary employment driving force in Peru; however, their low level of management does not allow for their long-term sustainable development. This situation has led such companies to incur unnecessary costs and expenses. In this study, we deal with the case study of a microenterprise of services in the personal beauty sector, which applied a Management Model based on define, measure, analyze, improve, and control (DMAIC) method. That excellent methodology helps to improve processes through the philosophy of continuous improvement, with the aim of proposing improvements to increase profitability and growth. Moreover, the integration of various techniques and tools at each stage of the DMAIC methodology was proposed with a focus on human management processes, inventories, and operational services, which have greater impact on most companies of this type.

The bachelor thesis aims to explore whether students perceive the usage of self-service technology (SST) as positive, neutral or negative, which occurs before, under and after a visit at the library of University of Borås. In this paper, a qualitative user diary was used as a method to gather empirical data. An established UX method, customer journey mapping (CJM), was selected to analyze the empirical findings. The findings were further analyzed with a theoretical framework of the predecessor David Benyon to gain a deeper understanding of user experience in a cross-channel context. The study shows that students are overall positive to the usage of SST, but a deficiency of information affects the positive experience throughout the library.