Abstract
<jats:p>The article addresses the issue of improving the operational efficiency of small service enterprises using a tailoring atelier as a case study. The relevance of the research is determined by the growing competition in the service sector and the increasing need for enterprises to enhance customer service quality through process optimization and digital transformation. In modern business conditions, small enterprises must ensure not only high-quality service delivery but also flexibility, transparency, and efficiency of internal operations. The study focuses on conducting a comprehensive analysis and modeling of business processes of a service enterprise using BPMN notation. Particular attention is paid to identifying operational problems, bottlenecks, and inefficiencies in customer service processes. The modeling approach enables a clear visualization of interactions between process participants, including customers and staff, as well as decision-making points and quality control stages. This allows for a better understanding of process logic and interdependencies between different roles within the organization. The paper discusses key issues such as process transparency, coordination between employees, workload distribution, communication gaps, and delays in service delivery. Special emphasis is placed on the identification of rework loops and manual communication operations that negatively affect overall performance. Based on the developed BPMN model, strategies for optimizing customer service processes are proposed, including process standardization, reduction of delays, improvement of communication flows, and implementation of CRM systems. The results of the study demonstrate that business process modeling is an effective tool for identifying weaknesses in service operations and supporting managerial decision-making aimed at improving efficiency and customer satisfaction. Additionally, the findings highlight the importance of integrating digital tools and performance indicators to ensure continuous monitoring and improvement of business processes. The results obtained can be used in project management practice to implement digital transformation initiatives and develop digital products aimed at automating customer service processes and increasing customer satisfaction.</jats:p>