A Transferable Process Model for E-commerce in SMEs

Purpose: The overall objective to this study was the creation of a transferable strategic process model, designed to aid the implementation of e-commerce within UK SMEs. The proposed model seeks to identify and clarify the stages an SME should undertake in order to implement e-commerce more effectively and successfully within its business activities. It is further envisaged that the proposed model will allow the SME to take full advantage of the benefits to e-commerce whilst attempting to minimise or overcome the identified barriers to implementation. Design/Methodology/Approach: A total of 93 postal surveys returned from sample 500 firms; firms selected from Sunday Times Enterprise Network Business Directory and the British Chambers of Commerce Directory. In addition, 22 face-to-face semi-structured interviews were conducted across the UK from this sample examining detailed strategic and implementation issues. Fifty respondents also replied commenting on the strategic process model developed from the research, with a significant majority identifying appropriateness and ease of use. Findings: The responses were selected into two categories; “successful” and “unsuccessful”, based upon a series of strategic e-commerce criteria. Reasons for using e-commerce in the interviews were split between; innovation, natural progression, competitive pressure, the exploitation of opportunity and to a lesser extent; customer service, natural fit and differentiation. Barriers to and benefits of implementation are examined in detail for each interviewee identifying prior research, considering future expansion, considering full integration and the need for thorough planning as key factors in the implementation process. Issues following implementation were also considered as part of the model development process. Implications: The development of a detailed transferable strategic process model for e-commerce implementation amongst SMEs. The model consists of nine phases, with clear and detailed advice for the SME in terms of knowledge acquisition, identification of purpose, competitor analysis, e-commerce strategy formulation, technical delivery, promotional strategy, launch and ongoing development and analysis. Originality/Value: The creation of a transferable strategic process model for e-commerce adoption amongst SMEs, evaluated by SMEs. The transferability analysis conducted here can be considered an indicator as regards the effective use of the model by other small firms within the UK. Key Words: SME, e-commerce, adoption, transferability, process, model