SOFT SYSTEMS METHODOLOGY AND AHP TO DEVELOP A CONCEPTUAL MODEL FOR HUMAN CAPITAL MANAGAMENT IN MEXICAN LODGING SMEs

The lodging SMEs operate in a dynamic environment where aspects such as turbulence and information asymmetry undermine them compared to large enterprises. On this matter, it is considered that Human Capital Management is relevant to overcome deficiencies, delays in operations and to ensure the permanence of the organisation. However, these human activity systems (HAS) lack of a systemic model that contributes to the achievement of such an end. This paper presents a perspective on this matter, from the Systems Thinking. The Soft Systems Methodology was used, obtaining as finding a conceptual model that considers the heterogeneity in lodging SMEs problems and the human capital management. The model was verified through the Analytic Hierarchy Process, that helped to find congruence between what had been proposed from the Systems Thinking and reality, enabling its conduction towards a viable equilibrium state in its current environment. Personnel with managerial functions can benefit from an approach that pursues systemic solutions and the transcendence of the whole system like the one mentioned