## 3 Methodology
### Stage 1: Diagnosis of Compliance with the ISO 10008 Standard in the Computer Microenterprise  
A SWOT analysis was carried out to know the strengths, opportunities, weaknesses, and threats of developing e-commerce platforms. To obtain that information, we interviewed the owner of the computer enterprise using a semi-structured questionnaire. The results were validated with the owner and workers. To understand the management system of the computer microenterprise, we developed a map process, where three process types were identified: strategic, business, and support. Furthermore, customers, stakeholders, and services of the company were identified. The business process recognized is \"e-commerce platform development\", which is studied deeply to achieve the objective of the present research. Therefore, we conducted semi-structured questionnaires with the owner and workers to obtain information to draw specific flowcharts for the mentioned process. The ISO 10008 standard is studied. It consists of eight chapters addressing a broad spectrum of quality management and commercial transactions from business to consumer, considering 58 regulatory guidelines which were incorporated into a gaps matrix to obtain the level of compliance of the standard. The standard presents \"single-phase processes\" and \"multiphase processes\", the first one applying to a specific phase of the B2C ECT while the second applies to all phases of the B2C ECT. The \"single-phase processes\" include three phases: \"pre-transaction\" (content creation, content delivery, content governance), \"in-transaction\" (initial selection support, consumer identification, final quote, payment selection support, payment authorizations, and order confirmation), and \"post-transaction\" (delivery, correction, and return exchange) [25]. While \"multiphase processes\" contains two phases, including \"consumer interaction\" (B2C ETC code, consumer support, complaints handling, and external dispute resolution, feedback handling) and \"consumer data management\" (security and privacy) [25]. To investigate whether the computer microenterprise complied with the guidelines of ISO 10008 in their products, an exploratory study was carried out on two e-commerce platforms previously developed for two different companies or customers. \"Comp 1\" is a fast food company, which is a medium-sized company, while \"Comp 2\" corresponds to a fruit store, categorized as a microenterprise, both are from Valdivia city in Chile. A gaps matrix was performed with the 58 regulatory guidelines of ISO 10008, including the number of clauses, the guideline established in the standard, and related questions. A column for each company to be evaluated was incorporated, and another column was included to write observations about achievements. This matrix was created based on the methodology presented in the handbook \"The Integrated Use of Management System Standards\" [37]. In the Results section, an extract of the gaps matrix applied is presented in Table 1.  
\begin{table}
\begin{tabular}{p{42.7 pt} p{113.8 pt} p{113.8 pt} p{113.8 pt} p{113.8 pt} p{113.8 pt} p{113.8 pt} p{113.8 pt} p{113.8 pt}} \hline
**Clause** & **Guideline** & **Questions** & **Comp 1** & **Observation Comp 1** & **Comp 2** & **Observation Comp 2** \\ \hline
4.16 & Integration & & Do you integrate your e-commerce transactions with your organic-tiers’s quality and other management systems/’/Do you have similar processes for e-commerce and face to face selling? & 5 & Products’ quality offered in both selling forms is similar. Transbank is used in online and face to face selling. & 5 & The payment method’s system uses Transbank, which is integrated with the openerata system for the generation of invokes and electronic cepies. These systems are used in both sales methods. & The payment method’s system uses Transbank, which is integrated with the openerata system for the generation of invokes and electronic cepies. These systems are used in both sales methods.