EBN’s Quality System at work

1. “Become an EC-BIC Expert”Giordano DichterEBN Quality, TA & MD ManagerBrussels, 29 September 2010

2. Today We will… …look into the EC-BIC Criteriaas the Quality Standards in the innovation-based incubation world…describe thoroughly the quality process… look into the quality tools… understand what it takes to become an EC-BIC evaluator… how to conduct and Evaluation… understand how decisions are made within the BQMC… how the whole system produces advantagesfor the involved BICsas the system represents a real Quality Development Tool… How all the system can bring a real development of the EBN Community, as EBN needs more and more Ambassadorsto promote its growth valorizing its specificities!

3. Launched in 2004 and revised in 2008 The BIC Quality Mark Criteria are whatdistinguishesourcommunityfromothersaround the globe… they relate to the General Mission… innovative, innovative and innovativeentrepreneurship, the Organization… visible, adequate, ppp, sustainable independent... Services... To entrepreneurs, SMEs, Signposting... Quality, tracking, benchmarking, improving... Performanceand Efficiency... of the services, performances and processes

4. The EC-BIC Criteria General Mission: innovative, innovative and innovative local and sustainable entrepreneurship!!! Professional Innovation Incubation BSO TAGs: Technological innovation R&D Entrepreneurs Regional/local Economic development SMEs Territory Growth Competitiveness Sectors

5. The EC-BIC Criteria Organization: visible, adequate, ppp, represented, sustainable, independent!!! Catchment area Public sector Strategies TAGs: Coordination Private sector Positioning Premises Visibility Financially Sustainable Adequate Staff Autonomous

6. The EC-BIC Criteria Services: To SMEs, to entrepreneurs, to start-ups... Signposting!!! Incubation Start-ups Pre-incubation TAGs: Business plan Financial planning Business model Mentoring Training Coaching Networking Access to finance Hosting Post-incubation IPR Follow-up Diagnosis Projects Innovation profiling Signposting

7. The EC-BIC Criteria Activity measurement and evaluation of performance: Tracking, Benchmarking, continuous improvement Review Common indicators Observatories TAGs: Benchmarking Self-evaluation questionnaire Reputation

8. The EC-BIC Criteria Quality: Giving to the community of entrepreneurs and BICs to get positive returns!!! Quality system TQM Compliance Process TAGs: On-site visits Self-evaluation questionnaire BQMC Customer satisfaction surveys Management information systems

9. The EC-BIC expertise EBN’s strategy is to boost higher and higher quality levelswithin its network, to increase the network in numbers and quality, to be more and more representative of the innovation-based industry in Europe. The BIC Expertise is the core on which we intend to base the future growth of our network. EC-BIC experts are therefore needed forquality assurance, full membership developmentand network development.

10. The Quality Initiative Initiated in 2004, powered by a community-based self-assessment protocol, a routine web application, a combined set of both process & performance indicators, and a “peer-to-peer” audit system, this initiative has enabled the EC-BIC brand & label to be highly respected in private and public circles.

11. Quality Initiative - Process Database Observatories Service: Promotion Q-light Service: Networking The quest for the best Self-assessment questionnaire Service: Benchmarking BICBICs Individual Reports BQMC Evaluation visit Report Decision

12. The process The process applies to candidate BICs, organizations which apply to be accredited by EBN, and existing BICs falling within the annual evaluation program EC-BIC experts may be needed to support candidate BICs to arrive to the compliance with the EC-BIC criteria

13. The process Self-evaluation questionnaire (31 march) Design of the Evaluation program (mid April) Organization of the evaluation mission (July – December) Implementation of the Evaluation program (June) Implementation of the evaluation mission (July December) BQMC (at last 3 meeting per year) Reports DECISION OF THE BQMC

14. Self – assessment questionnaire SECTION 1: MISSION & MANAGEMENTSECTION 2: ORGANIZATIONAL DEVELOPMENTSECTION 3: FINANCIAL ASSESSMENT (INCOME & EXPENDITURE)SECTION 4: GENERAL INTEREST BIC MISSIONSSECTION 5: SERVICES TO NEW ENTREPRENEURSSECTION 6: SERVICES TO EXISTING SMEsSECTION 7: SIGNPOSTING TO PARTNER ORGANIZATIONSSECTION 8: QUALITYSECTION 9: PERFORMANCE AND EFFICIENCY

15. From the questionnaire to the evaluation program Through the self-assessment questionnaire the evaluation program is designed on an yearly basis. 10% of the BICs are selected for evaluation responding to the following criteria: Non-compliance with the quality process (no submission of the s.e. questionnaire) Quality assurance Random selection (approximately 3) Best in Class BICs – BICBICs (approximately 4)

16. The implementation of the evaluation program Informs the BICs Defines the date Selects the expert EBN Performs the mission Delivers the report Remains at disposition of the Quality Team EXPERT Takes the final decision BQMC

17. The evaluation mission It is a peer to peer system: evaluation means quality, technical assistance and networking opportunities The right state of mind: I’m here to support NOT just to audit!

18. The evaluation mission The report template To be delivered to EBN’s Quality Team within 1 week from the date of the evaluation mission structured as to provide the BQMC with all the information needed to take a sound decision, so please… stick to it!! It follows the lines of the EC-BIC criteria. At the end the expert will provide his opinion on granting or not granting the license to use the EC-BIC logo All the actors involved will have the possibility of expressing an opinion (Expert, National Companion, the BIC, EBN)

19. The evaluation mission The role of the national companion is to ensure that the expert gets a better understanding of the reality where he needs to work for a full day. Make sure to talk to the staff, the main local stakeholders and the supported entrepreneurs… if this cannot be arranged, make sure to take it into account when drafting the report. Get ready before hand. EBN will send you the questionnaire and a SWOT analysis, but the evaluated BIC should add more documents (BP, reports, CVs…). Follow the Guidelines for experts in your folder… EBN will send you a copy anyway before each mission

20. The report Express your opinion for each batch of information requested providing R (Renewal) if the item under examination still complies with the EC-BIC criteria, SR (Strong recommendation) if you have a strong recommendation but on an issue where there is no compliance problems… M (Mandatory condition) if you think an aspect of the BIC needs strong revisioning and may present compliance problems with the EC-BIC criteria.. And W (Withdrawal) if the criteria are definitely not met.

21. The report Remember to provide the report to EBN within 1 week and enter your final comments and opinion. EBN will then send it to the National Companion and after to the evaluated BIC. Once everyone has provided their inputs EBN’s Quality manager will express EBN’s opinion and then send everything to the… BIC Quality Mark Committee

22. The BQMC Is the finalguardian of the EC-BIC Label and takes the final decisions about granting or withdrawing the license. It is composed of 3 BIC Directors also board members of EBN (1 for the quorum) , 3 external experts (1 for the quorum), 1 representative of the EC DG Enterprise. The quality manager of EBN participates in the meeting, presents and discusses the cases, but has no voting rights.

23. The BQMC The BQMC can take one of the following decisions… The evaluated BIC is 100% compliant with the EC-BIC criteria, therefore EBN will license the BIC to use the EC-BIC Logo for three years (with automatic renewals after the third year). The evaluated BIC is not compliant with the EC-BIC criteria, therefore EBN will withdraw the license to use the EC-BIC Logo. The evaluated BIC is almost compliant but something is missing, therefore EBN will issue a 1-year contract with mandatory conditions. The evaluated BIC is not compliant but there are possibilities of working up the conditions, therefore the license is temporarily suspended

25. Back on track Y/NFurther TA necessary Y/N EXPERT Organization of formal evaluation visit Y/N EBN

26. Network development EBN is frequently invited to speak about the EC-BIC criteria and the quality system. Mastering the EC-BIC criteria is an essential element to effectively communicate the main added value of our network. Understanding the quality system and its outcomes is an essential ingredient to increase our network in numbers and quality. EC – BIC experts may be asked to participate to congresses as EBN speaker, undertake awareness-raising missions, undertake pre-assessment missions, in a word… …disseminate the EC-BIC culture and quality way of doing business!

27. The Perfect BIC ...powered by dream teams, guided by visionaries, endorsed by leading stakeholders, totally credible to the private sector, mandated by the public sector, sustainable and politically independent, making impact on the civil society, stimulating the entrepreneurship culture, embedding innovation by all means and with all (from academic sources or not) , serving a multi sectors entrepreneurs communities, open to external partnerships and a connectors of small businesses to the global landscape, acting as an idea-lab and development centre for growing firms, providing knowledge and creativity centres facilities, finally an interactive cross-road for people, projects, know-how, technologies, IP, Investment, researchers and entrepreneurs.