Business process management: A survey among small and medium sized enterprises

Abstract

The purpose of this research is to evaluate to which degree small and medium-sized enterprises (SMEs) use process management techniques and methods. The findings result from 20 interviews that were conducted in 11 small- and medium-sized enterprises in the manufacturing and service sector in Austria. The information retrieved from the interviews was used to rate the overall process management performance of the company. The underlying maturity model for this rating process is based on an adaption of Michael Hammers Process and Enterprise Maturity Model (PEMM). Service companies, in average, reached a higher maturity level than manufacturer did. Also companies that are active in the IT sector had a higher maturity level than companies from other industries. It turned out that there seems to be a strong connection between leadership and the maturity of business process management within the company. This article provides an insight into the process-related activities of small and medium enterprises in Austria. It is explained how business process management is relevant to SMEs. © 2011 Springer-Verlag.