Adoption of the Balanced Scorecard in the Public Sector to increase agile MSME processes

Abstract

In Mexico, Micro, Small and Medium Enterprises (MIPYME) according to data from the National Institute of Statistics and Geography as of 2019 (INEGI) amount to just over 6.3 million, which represent up to 99.8% of the Mexican market share, thus constituting a fundamental pillar for the country's economy. The Inter-American Development Bank (IDB) in 2018 pointed out that the central governments of the Latin American region manage between one thousand and five thousand different procedures, on average, a Latin American adult does at least five procedures a year. Consequently, for the Mexican case, a minimum average of 6.9 working hours is required to complete a procedure, which barely portrays the reality that is much more complex, IDB. This case study bases the application of the CMI in a practical case of the public sector, taking advantage of the obligation that exists in the regulations to improve and digitize procedures that directly impact the opening of MSMEs. Finally, the results generated from interviews with the authority, as well as its analysis shows how to adapt a CMI in the case of Puebla to become a tool that helps to measure progress and generate agile state paperwork processes.