The present investigation is based on the growth that PYMES have had at a national and global level, many of these being of family origin, although many of these are well managed, there are others that do not follow the due processes and approaches that allow them to manage adequately its organizational environment, through the proper use of techniques and a set of plans that are translated into clear, concrete and concise strategies, this study was possible thanks to the collaboration of the two organizations to which a survey was carried out. information, as well as the application of a set of techniques to determine shortcomings on two different fronts, respectively, the contribution of the research and the instruments used to collect information, as well as the use of techniques such as SCRAMPER, were favorable.; Thanks to the results obtained, it was possible to achieve a set of strategies that allow mitigating and improving processes and policies for the customer service area, it was also possible to design a set of strategies that can help create a better work environment and promote an organizational culture. of teamwork. Of the solution alternatives proposed, it is recommended to execute them in the short term, to obtain the benefits proposed in this study, which will serve as a contribution for the small company in attracting more clients and in a better corporate image, while in median labor relations can be strengthened, which will be reflected in better customer service and of course in labor excellence. The important thing that should be highlighted is that by applying the correct organizational design, companies will be able to have comprehensive growth.