Enterprise-wide diagnostic in the UK SME: focus beyond tools and techniques

Abstract

The paper proposes a theoretical framework that integrates the harder aspects of enterprise-wide diagnostic methodology, that is tools and techniques, with softer issues to understand and analyze enterprise-wide issues in the UK manufacturing SME. Enterprise-wide diagnostics application that considers hard and soft practices for managing change in an SME context is less evident in the literature and practice. A case study was conducted in the selected SME and data triangulation was achieved through on-site observations, interviews, and company reports. The use of the integrated framework, influenced by Watson, led to the identification of several gaps between the three levels- enterprise, business, and operations, that were impacting on demand management and capacity planning. The paper demonstrates the benefits of conducting enterprise-wide diagnostic as a first step to enhance better integration between organizational levels and departments when embarking on continuous improvement journey.