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This Project is funded by the

                 Improved SME Competitiveness and          European Union


                         Innovation Project




Fourth Session


       Business Service Support
         (BSS) Model - Serbia

            Workshop 10-11 February, 2011


2/10/2011
                  Author: Dr. Jürgen Henke – Team Leader
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
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
Small Business Act for Europe
 This Project is funded by the EU




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
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
Steps of Model Building Process
 This Project is funded by the EU




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.


2/10/2011                           Improved SME Competitiveness and Innovation Project   6
This Project is funded by the EU
                                    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
This Project is funded by the EU
                                    Model of Regional Support




2/10/2011                              Improved SME Competitiveness and Innovation Project   8
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
2/10/2011                            Improved SME Competitiveness and Innovation Project   9
This Project is funded by the EU
                                    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

2/10/2011                            Improved SME Competitiveness and Innovation Project   10
This Project is funded by the EU
                                    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


2/10/2011                            Improved SME Competitiveness and Innovation Project   11
This Project is funded by the EU
                                    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)
2/10/2011                           Improved SME Competitiveness and Innovation Project   12
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
2/10/2011                           Improved SME Competitiveness and Innovation Project   13
This Project is funded by the EU




Continue Training services:

Training of RDAs / SME Agencies in how to guide
 SMEs working with private sector trainers &
 consultant




2/10/2011                           Improved SME Competitiveness and Innovation Project   14
This Project is funded by the EU
                                    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
2/10/2011                            Improved SME Competitiveness and Innovation Project   15
This Project is funded by the EU
                                    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

2/10/2011                            Improved SME Competitiveness and Innovation Project   16
This Project is funded by the EU
                                    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:




2/10/2011                               Improved SME Competitiveness and Innovation Project   17
This Project is funded by the EU
                                    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


2/10/2011                              Improved SME Competitiveness and Innovation Project   18
This Project is funded by the EU
                                    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


2/10/2011                              Improved SME Competitiveness and Innovation Project   19
This Project is funded by the EU
                                    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.
2/10/2011                              Improved SME Competitiveness and Innovation Project   20
This Project is funded by the EU
                                     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.
 2/10/2011                             Improved SME Competitiveness and Innovation Project   21
This Project is funded by the EU
                                                The End




                               Thank you for your contributions!
  We will continue in the following working groups.



                                     www.icip-serbia.org



2/10/2011                            Improved SME Competitiveness and Innovation Project   22

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icip workshop business model

  • 1. This Project is funded by the Improved SME Competitiveness and European Union Innovation Project Fourth Session Business Service Support (BSS) Model - Serbia Workshop 10-11 February, 2011 2/10/2011 Author: Dr. Jürgen Henke – Team Leader
  • 2. 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
  • 3. 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
  • 4. Small Business Act for Europe This Project is funded by the EU 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
  • 5. 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
  • 6. Steps of Model Building Process This Project is funded by the EU 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. 2/10/2011 Improved SME Competitiveness and Innovation Project 6
  • 7. This Project is funded by the EU 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
  • 8. This Project is funded by the EU Model of Regional Support 2/10/2011 Improved SME Competitiveness and Innovation Project 8
  • 9. 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 2/10/2011 Improved SME Competitiveness and Innovation Project 9
  • 10. This Project is funded by the EU 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 2/10/2011 Improved SME Competitiveness and Innovation Project 10
  • 11. This Project is funded by the EU 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 2/10/2011 Improved SME Competitiveness and Innovation Project 11
  • 12. This Project is funded by the EU 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) 2/10/2011 Improved SME Competitiveness and Innovation Project 12
  • 13. 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 2/10/2011 Improved SME Competitiveness and Innovation Project 13
  • 14. This Project is funded by the EU Continue Training services: Training of RDAs / SME Agencies in how to guide SMEs working with private sector trainers & consultant 2/10/2011 Improved SME Competitiveness and Innovation Project 14
  • 15. This Project is funded by the EU 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 2/10/2011 Improved SME Competitiveness and Innovation Project 15
  • 16. This Project is funded by the EU 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 2/10/2011 Improved SME Competitiveness and Innovation Project 16
  • 17. This Project is funded by the EU 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: 2/10/2011 Improved SME Competitiveness and Innovation Project 17
  • 18. This Project is funded by the EU 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 2/10/2011 Improved SME Competitiveness and Innovation Project 18
  • 19. This Project is funded by the EU 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 2/10/2011 Improved SME Competitiveness and Innovation Project 19
  • 20. This Project is funded by the EU 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. 2/10/2011 Improved SME Competitiveness and Innovation Project 20
  • 21. This Project is funded by the EU 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. 2/10/2011 Improved SME Competitiveness and Innovation Project 21
  • 22. This Project is funded by the EU The End Thank you for your contributions! We will continue in the following working groups. www.icip-serbia.org 2/10/2011 Improved SME Competitiveness and Innovation Project 22