Subsistema de operaciones en empresas de servicios: Una reflexion teórica

the purpose of this paper is to undertake a theoretical reflection as to the elements that participate in the offer of services and in what manner the modifications provoked in the same due to the incorporations of automated processes could improve the results of the operational sub-system. in order to do this a theoretical review of literature on this theme was undertaken. the results allowed us to determine that automation is indeed a possible manner of obtaining competitive advantages in the third sector, permitting the achievement of acceptable levels of productivity and flexibility simultaneously, competitive priorities which were traditionally antagonistic. the conclusion is that when automation could facilitate the achievement of objectives, it is not always the most favourable option for a company since it is necessary to adapt the situation in each particular case and organization.