Assuring consultant quality for SMEs – the role of Business Links Available to Purchase

The British Government instituted a new direction for small business support in 1992 with the establishment of Business Links. These are intended to coordinate assistance through locally integrated business support services. Business Links have been the subject of several evaluative studies, one of which was particularly critical, besides being the focus of comment in the business press. In particular, Personal Business Advisers (PBAs, who are usually employees of BLs) have been subjected to scrutiny; concern being expressed about the extent to which PBAs’ recommendations are acted upon. Much of the specialist consultancy is provided by self‐employed persons under contract for particular projects. This paper focuses on the self‐employed consultants who undertake specialist Business Link‐supported work within SMEs. While most business Links have role and job descriptions for PBAs, this is rarely the case for consultants. Self‐employed consultants are generally accredited by BLs themselves or by third parties. Accreditation procedures could be improved; clear criteria are required for monitoring consultancy processes and outcomes, and consultants need to receive feedback. There are opportunities for closer contact between self‐employed consultants and Business Links which would improve the quality of the service to SMEs, the learning of individuals and the organisational learning and public accountability of Business Links.