The implementation and application of the business excellence model in SMEs

This paper reports two case studies of the use of the business excellence model (BEM) in two small- to medium-sized enterprises (SMEs) which entered the 1999 East of England Excellence (EEE) regional Quality Award. The experiences of these organisations will be discussed highlighting their journey towards the adoption of the BEM and eventual entry to the EEE quality award. The studies were undertaken to broaden the understanding of the use of the BEM in SMEs where accounts within this sector of industry and commerce are not widely reported. Although the two organisations that took part in the research are different, one being in the manufacturing sector and the other a public service provider, the studies reveal many commonalities in their approach and adoption of the BEM and eventual entry to the EEE quality award.