Optimizing Management Processes in Service Enterprises through the Application of QR Code Technology

Abstract

This thesis examines how QR code technology can be applied to optimize service quality control processes and support human resource management in small and medium-sized service enterprises. The study was conducted in collaboration with Hoan My Co., Ltd., a Vietnamese cleaning service company operating nationwide. The research responds to the increasing need for digital transformation in SMEs, who often struggle with labor-intensive manual supervision, limited resources, and a lack of transparency in performance evaluation. A qualitative case study approach was used, combining semi-structured interviews with managers, supervisors, and frontline staff, along with descriptive analysis of internal company reports generated during a pilot implementation of QR code technology. The findings reveal that integrating QR codes into daily work processes reduces administrative workload, enhances transparency in timekeeping and performance assessment, and improves the accuracy and responsiveness of service quality monitoring. Supervisors reported decreased manual inspection time, while employees recognized increased fairness and clarity in work expectations. However, challenges were identified, including uneven digital literacy, network infrastructure limitations, and initial resistance to change. The study concludes that successful adoption requires strong leadership support, structured training, and process alignment. The thesis proposes practical recommendations and suggests future development toward system scaling, integration with payroll and customer reporting systems, and enhanced digital training programs. The findings contribute to both academic understanding and practical guidance for SMEs pursuing low-cost digital transformation.