Designing BPR support services for small firms

Notes that supporting small to medium‐sized enterprises (SMEs) in their process towards the adoption of business process re‐engineering (BPR) may be essential as the tools and methodologies of BPR were designed for larger companies. Presents a methodology for the design of support services, developed within the context of a European Union (EU) project. The methodology consists of four major steps. The first step consists of an analysis of users’ needs. Since BPR support needs are differentiated and often implicit, an “ad hoc” methodology was developed to make demand explicit and split the potential market into homogeneous segments. The second step identifies the proper services to meet the needs of SMEs. The third step explores current supply of services and the critical success factors of a BPR support centre. Finally, the fourth step defines guidelines for the design of both the support centre and the specific support services. The methodology was developed also on the basis of the case of the Lombard machinery industry. Finally, the paper discusses the transferability of the methodology to other regions and industries.