icip workshop business model

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This Project is funded by the European Union Improved SME Competitiveness and Innovation Project Author: Dr. Jürgen Henke – Team Leader Fourth Session Business Service Support (BSS) Model - Serbia Workshop 10-11 February, 2011 2/10/2011

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Page 1: icip workshop business model

This Project is funded by the

European UnionImproved SME Competitiveness and

Innovation Project

Author: Dr. Jürgen Henke – Team Leader

Fourth Session

Business Service Support

(BSS) Model - Serbia

Workshop 10-11 February, 2011

2/10/2011

Page 2: icip workshop business model

This Project is funded by the EU

Contents

• Why a Business Service Support Model?

• Model building process

• Main service areas: Information, Training, Consultancy

• ICIP‟s contribution to service development

• Assure quality of services

• Adaptation of BSS Model by RDAs / SME Agencies

2/10/2011 Improved SME Competitiveness and Innovation Project 2

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This Project is funded by the EU

Why a BSS Model ?

The task to design a Business Service Support

Model in Serbia:

• A standardised Model for provision of BSS shall

be developed to improve quality, range and

availability of business support services in Serbia

(ICIP‟s ToR)

• The Model will need to put in place a clear

process of regular, ongoing needs assessments

in line with recommendations from the EU

Charter and SME Policy Index.

2/10/2011 Improved SME Competitiveness and Innovation Project 3

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This Project is funded by the EU

Small Business Act for Europe

The Model shall be in line with “Small Business

Act” for Europe in key policy areas: Education and training for entrepreneurship;

Cheaper and faster start-up;

Better legislation and regulation;

Availability of skills;

Improving online access;

Getting more out of the Single Market;

Taxation and financial matters;

Strengthening the technological capacities of small enterprises

Developing top-class small business support

Develop effective representation of SME‟s interests at EU + Serbia

2/10/2011 Improved SME Competitiveness and Innovation Project 4

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This Project is funded by the EU

Model Building Process

The Model building process will have to reflect:

At national level the Government‟s “Strategy for

Development of Competitive and Innovative SME,

2008-2013”; the intelligent coordination of services

provided by different organisations and the use

and availability of SME support instruments.

For NARD and the Republic Network the quality,

range and availability of business support

services.

The capacities of private sector service provision

to strengthen the competitiveness and innovation

in SMEs.2/10/2011 Improved SME Competitiveness and Innovation Project 5

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Steps of Model Building Process

ICIP is undertaking the following steps:

Mapping of available business support services

with BSOs and BISOs.

Assessment of range and quality of business

support services provided by BSOs and BISOs.

Needs assessment of SMEs to identify new or

additional service areas and quality of services

requested.

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Three Service Areas

It is expected that the BSS Model is focusing on

three service areas provided by RDAs & SME

Agencies:

Information

Training

Consultancy

This could be differentiated between

Basic services,

Specific services and

Advanced services.

2/10/2011 Improved SME Competitiveness and Innovation Project 7

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Model of Regional Support

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This Project is funded by the EU

Information Services

Availability of basic information (mainly for start-

ups):

How and where to register a company

Basic bookkeeping requirements

Tax requirements for small companies (where is

this information)

Possible legal forms for start-ups (where to

receive such advise)

Sources of specialised information and advise,

e.g. sector specific

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Information Services

Recommendation to develop Information Services:

First step: produce an “Information Guide”

Produce an information handout for start-ups

Extend the “Information Guide” with more specific

content, e.g. other regional support organisations,

private initiatives (women entrepreneur associat.),

S&T institutes, regional specialities

Electronic documentation of information on a

business portal

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Information Services

ICIP‟s contribution to develop Information Services:

Assist functions of NARD‟s business portal

• Database on certified service providers and

specialised experts

• Electronic library with needed documents

• Dialog function, e.g. for business plan development

It is expected that RDAs are linked to these services

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Training Services

Availability of basic training (mainly for start-ups

and small enterprises):

How to start a company

Brief business plan for small enterprises

Basic financing plan for start-ups and small

enterprises

Brief marketing plan (enable the identification of

customers)

Human resource planning (how to select good

employees)

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This Project is funded by the EU

Training Services

ICIP‟s contribution to develop Training Services:

Train the trainer (of RDAs & SME Agencies) in new

thematic areas, e.g.

• Innovation management & operating innovation

diagnostic tools

• Sector related training packages

• Training methodology and didactics

• SME survival strategy

• Working with growth companies

• Internationalisation of business

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Continue Training services:

Training of RDAs / SME Agencies in how to guide

SMEs working with private sector trainers &

consultant

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Consultancy Services

Basic consultancy services (mainly for start-ups

and small enterprises):

We advise to amend the training package of NARD

by the following

• Individual advice to potential start-ups on topics

from basic training

• Might be an optional offer for seriously / advanced

participants of training courses

• As a first step, 1 h per start-up might be sufficient

for basic consultancy

• Post-start-up mentoring / counselling

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Developing Services

ICIP‟s contribution to develop Services:

Training of RDAs / SME Agencies in ongoing

needs assessment of SME clients

Training of RDAs / SME Agencies in developing

services for SMEs

Developing a Manual on provision of business

support services

Organise jointly awareness raising events in

regions

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Assure Quality of Services

Quality of services

This aspect includes both:

• Quality of provision of services, and

• Quality of service providers.

ICIP will assist in the following tasks:

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Assure Quality of Services

Quality of provision of services can be achieved

by

• Standardised set of training material for (basic)

services

• Introducing „best practice‟ experience

• Evaluation of training and other services by clients

(does it need to be harmonized?)

• Manual for provision of business support services

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Assure Quality of Services

Quality of service providers can be achieved by

• „Train-the-trainer‟ programmes

• Developing Key-Performance-Indicators for service

providers

• Establish a system of certification/accreditation of

service providers

• Database on certified service providers

• Standards for clients – service providers relations

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Adaptation of BSS Model

Probably, not All RDAs have to offer the full range

of services

Model „A‟

• Providing three media of services: information,

training and consultancy

• Providing a range of basic business support services

for small and medium sized enterprises and

entrepreneurs in all three media

• Offering as well specialised services in some

thematic areas according to local demand.

This might be considered as the advanced Model.

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Adaptation of BSS Model

Model „C‟

• Providing minimum two media of services: information

and training

• Providing some basic business support services (e.g.

start-up assistance, business planning) for small and

medium sized enterprises and entrepreneurs in two

media (information and training, eventual consulting)

• Concerning specialised services: benefitting from the

intelligent network and availability of specialists in

other regions.

This might be considered as the basic Model.

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The End

Thank you for your contributions!

We will continue in the following working groups.

www.icip-serbia.org

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