This document discusses the development of a Business Service Support Model in Serbia to improve the quality, range, and availability of business support services. It will standardize service provision and ensure services align with the EU's Small Business Act. The model will focus on information, training, and consultancy services provided by regional development agencies and SME support organizations. It describes mapping existing services, assessing needs and quality, and ICIP's contributions to developing the model, including training, quality assurance, and adapting the model for different regional needs.

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
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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.
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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
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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.
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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.
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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.
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8. This Project is funded by the EU
Model of Regional Support
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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
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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
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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
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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)
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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
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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
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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
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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
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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:
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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
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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
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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.
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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.
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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
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