Family Strategy with Professional Execution: Improving Daily Reliability in Family-Owned Service Small and Mediumsized Enterprises

Abstract

Decision-making power shared between owners and frontline employees influences daily reliability in family-owned service Small and Medium-sized Enterprises(SMEs). This paper proposes a model termed “Family Strategy with Professional Execution” and undertakes a comparative analysis against over-centralized family control. On-time task completion (finishing routine tasks within a target window) is used as a practical, observable indicator. Three hypotheses are articulated regarding delegation, service intensity, and role clarity. The approach integrates a literature review with a documented before–after case of Din Tai Fung to illustrate how standard operating procedures (SOPs) and bounded frontline authority can reduce waiting, stabilize customer journeys, and improve completion. Contexts of highest effectiveness are clarified—particularly service segments with relatively homogeneous demand and brand sensitivity to service quality. A measurement framework and actionable implications are outlined for future empirical tests.