SME decision-makers’ uses and expectations regarding organizational self-assessments: an empirical study in Belgian manufacturing SMEs

Purpose – Self-assessment instruments have been widely used to guide the improvement of business and manufacturing processes of enterprises. However, these instruments have been criticized for their predominantly technical approach and for their unsuitability in Small and Medium-sized Enterprises (SMEs). The purpose of this paper is to produce emerging knowledge on manufacturing SMEs (mSMEs) decision-makers’ uses and expectations regarding organizational self-assessment (OSA), that takes into account both social and technical aspects of OSA as well as the contextual specificities of SMEs.

Design/Methodology/Approach – The paper derives a set of empirical observations based on a qualitative research approach, consisting of 12 case studies (12 Belgian manufacturing SMEs).

Findings – The transversal analysis of the 12 cases allows us to emphasize 7 dimensions that can be seen as a set of dichotomous criterion providing illustrations of the tensions and sometimes conflicting insights as to (1) how OSA has so far been used by SMEs decision-makers, and as to (2) the genuine expectations of these decision-makers regarding OSA practices.

Research implications – While our empirical results confirm past research outcomes on OSA (conducted mainly in large enterprises), they also provide new and specific insights on SMEs decision-makers’ expectations regarding OSA. Our research results also establish the foundations for a “process-oriented approach”, contrasting with the “static” view of OSA that has been prevailing so far in most research carried out on the topic.

Practical implications – The research provides empirical insights to favor appropriate design and application of OSA in line with SMEs decision-makers’ requirements.

Originality/Value – Our study addresses recent calls for additional empirical research to better understand the question of self-assessment in SMEs environment. Based on the realization of 12 case studies within manufacturing SMEs, our research (1) highlights significant gaps between mSMEs decision-makers’ uses and expectations regarding OSA, and (2) paves the way for the development of self-assessment practices and approaches that meet these deciders’ expectations.