This model was firstly introduced by professor and management consultant Mr. Richard Normann in the 1980ties. This model serves as a framework for understanding processes in a service organization. As it is stated on Technopedia:” To have a service-management mindset, an organization must understand the level of process maturity that is required to become a service-oriented organization.” (technopedia,2018) Being aware of processes can be a fundamental step to be able to reproduce the quality of services and track possible problems before they arise. The main reason for choosing this model was to test its connection to some parts of 7P´s theory. What is more, by implementing SMS model in the case company the effective solutions can be proposed connected to time management, staffing and executions of a process to make the operation more efficient. (Normann,2000)

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