The SHEN model for MTO SMEs: A performance improvement tool

This paper presents a new model developed for make‐to‐order (MTO) companies to aid in determining appropriate content for performance improvement programmes. The model has been developed using literature evidence and case‐study data from six MTO small and medium‐sized enterprises (SMEs). As well as being important aspects of the new model, some of the conclusions from the case‐study evidence are important insights into best practice in MTO companies in their own right. In particular, the evidence suggests that the highly‐specialised MTO environment means that multi‐skilling is less important than it is in less skilled industries. It is also suggested that the need for simple, movable equipment is less important because these companies often need specialised machinery and maintain a flexibility of process through a traditional functional layout.