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IT support for business processes in SMEs

IT support for business processes in SMEs Purpose – The study aimed to focus on how well information technology (IT) was supporting business processes in small‐ and medium‐sized enterprises (SMEs). Design/methodology/approach – The study collected data using a questionnaire that incorporated the 12 processes of the American Productivity and Quality Center's (APQC) process classification framework. Structured interviews were conducted with managers in 66 SMEs. Findings – The data indicated the importance of each process and how well IT supported each process. The following two core business processes were identified as strategically most important: deliver products and services, and manage customer service. Although the evidence indicated that the most important business processes were supported at an acceptable level, IT support was found to be low for many business processes. IT support also varied considerably across the sample, indicating that some firms have much higher IT support for business processes than others. Research limitations/implications – A limitation of the study is that it used a new instrument. Also, all the firms were SMEs in one part of one country. The study created an instrument that can be used by managers as a diagnostic tool to help SMEs identify areas for business improvement. Practical implications – The study indicates that the business process view provides a useful lens for studying IT support. There seems to be much potential for SMEs to improve their IT support for some business processes. Originality/value – The focus on IT support for business processes is original, especially by examining support for the broad range of processes of the APQC's model. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Business Process Management Journal Emerald Publishing

IT support for business processes in SMEs

Paul Cragg; Annette Mills
Business Process Management Journal , Volume 17 (5): 14 – Sep 13, 2011
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References (38)

Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
1463-7154
DOI
10.1108/14637151111166141
Publisher site
See Article on Publisher Site

Abstract

Purpose – The study aimed to focus on how well information technology (IT) was supporting business processes in small‐ and medium‐sized enterprises (SMEs). Design/methodology/approach – The study collected data using a questionnaire that incorporated the 12 processes of the American Productivity and Quality Center's (APQC) process classification framework. Structured interviews were conducted with managers in 66 SMEs. Findings – The data indicated the importance of each process and how well IT supported each process. The following two core business processes were identified as strategically most important: deliver products and services, and manage customer service. Although the evidence indicated that the most important business processes were supported at an acceptable level, IT support was found to be low for many business processes. IT support also varied considerably across the sample, indicating that some firms have much higher IT support for business processes than others. Research limitations/implications – A limitation of the study is that it used a new instrument. Also, all the firms were SMEs in one part of one country. The study created an instrument that can be used by managers as a diagnostic tool to help SMEs identify areas for business improvement. Practical implications – The study indicates that the business process view provides a useful lens for studying IT support. There seems to be much potential for SMEs to improve their IT support for some business processes. Originality/value – The focus on IT support for business processes is original, especially by examining support for the broad range of processes of the APQC's model.

Journal

Business Process Management Journal – Emerald Publishing

Published: Sep 13, 2011

Keywords: Information technology; IT support; Business processes; Small to medium‐sized enterprises

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