Right from the launch of the Enterprise Europe Network, it was clear
that given its breadth and scope, a common approach to key issues
would be necessary. The concept of Working Groups is based on the
principle that there is a huge body of knowledge and experience in the
Network which should be made accessible for the benefit of all Network
Partners. In the first three years of the Network’s life, partners, via the
Working Groups, have made an enormous contribution to creating
common working standards, guidelines and tools for the benefit of
the entire Network.
UPDATE 2011 for the Network, by the Network enterprise europe executive agency European Commission Enterprise and Industry EUROPEAN COMMISSION for competitiveness & innovation Branding Code of Conduct Communication Cooperation with FP7 National Contact Points Intellectual Property Internationalisation Partnership Process Partnership Tool Public Procurement Quality & Performance SME Feedback Working Groups Mission and rationale Right from the launch of the Enterprise Europe Network, it was clear that given its breadth and scope, a common approach to key issues would be necessary. The concept of Working Groups is based on the principle that there is a huge body of knowledge and experience in the Network which should be made accessible for the benefit of all Network Partners. In the first three years of the Network’s life, partners, via the Working Groups, have made an enormous contribution to creating common working standards, guidelines and tools for the benefit of the entire Network. This brochure provides an overview of all the completed Working Groups to date. The aim is to provide key information – members and deliverables – at a glance so partners can have an idea of what is currently at their disposal thanks to the output of the Working Groups. More detailed information and the documentation can be found on the intranet. How a Working Group is formed Working Groups are formed at the request of the Steering and Advisory Group (SAG) to address key issues that are of immediate relevance to the entire Network. The Working Groups are mandated to look into these issues and produce a range of appropriate deliverables (the variety produced thus far can be seen here) that the entire Network can use and benefit from. Once the Working Group has drafted its deliverables and summary report, they are presented to the SAG, which then endorses the outcomes of the Working Group. The deliverables are then made available to the Network. PARTICIPATE IN WORKING GROUPS All partners are welcome to participate in Working Groups. Keep an eye out in FirstClass Circular Notes for the launch of future Working Groups. If you see one that matches your area of expertise, please send an application to us! Working Group members are selected according to their expertise in a given field and, though the work of the groups is intense, it is generally viewed as a satisfying and worthwhile experience. FOR FURTHER INFORMATION You can find the minutes of the meetings as well as the link to the summary report and the deliverables on the intranet page for Working Groups: Network Operations > Working Groups > [Name of WG] After the outcomes are endorsed by the SAG, the deliverables of the Working Group are progressively embedded into the knowledge base of the Network, which is accessible via the intranet. When a Working Group addresses a subject already available on the intranet, the final deliverables are integrated in the corresponding page. Alternatively, a new page is created. The Executive Agency for Competitiveness & Innovation (EACI) keeps you informed about the availability of the deliverables via different channels. In any case, do not hesitate to get in touch with the EACI contact person for further information about the Working Group you are interested in! GET IN TOUCH WITH WORKING GROUPS While a Working Group is active, the easiest way to contact the members is to send a FirstClass message to the corresponding public conference. You can find it under: Conferences > Groups > Working Groups Conferences After the end of the activities, we suggest that you contact the coordinator or any other member of the group directly. Working Groups Branding Mission Building a strong brand helps the Enterprise Europe Network stand out, attract clients and communicate its results. All of our interactions with clients and our marketing material influence the way our audiences perceive who we are and what we do. Everyone in the Network is creating the brand on a daily basis. The Branding Working Group comprised an enthusiastic group of branding and communication gurus who took on the task of creating a toolbox and guidelines to help the whole Network better apply our brand. The group, alongside the EACI Communication team, produced an extensive branding toolbox which is available on the intranet. The toolbox includes the guidelines and rules that keep the Network’s visual identity and messages consistent, all the visuals, promotional templates and publications part- ners need to use the brand, and tips and tricks for effective communication. The group held three meetings and reported their results to the SAG in November 2010. The toolbox has already exceeded its targets, becoming the second most visited content page on the Network’s intranet. It has been presented at national meetings and is an integral part of the Network’s com- munication training for newcomers. The Working Group members continue to act as Brand Champions, spreading the word about the Network and helping all partners to promote the Network with one voice. Use the toolbox: Intranet >> Network Operations >> Branding Coordinator EACI Contact Lorna MACLEAN Susan CARROLL Enterprise Europe Scotland firstname.lastname@example.org Scottish Enterprise +32 2 29 74561 email@example.com +44 (0) 141 228 2149 Ana MADRID CENZANO firstname.lastname@example.org +32 2 29 62021 Pedro ALVITO GRENCHO email@example.com +32 2 29 64522 List of Members Lorna MACLEAN - Coordinator Scottish Enterprise, EBIS, Scotland – United Kingdom Ilona BABKOVÁ Technology Centre, ASCR, BISONe – Czech Republic Isabel GARCÍA LUIS COEPA, SEIMED – Spain Maria KARATZIA Foundation for Research and Technology, Hellas, CIP-HELLAS – Greece Zsuzsa KONRAD ITD Hungary, HCE – Hungary Nicoletta Marchiandi QUATRARO Torino Chamber of Commerce, ALPS – Italy Jamie OLLIVERE RTC North Enterprise Europe, Yorkshire – United Kingdom Paola SAIANI Ravenna Chamber of Commerce, SIMPLER – Italy Sandra WEINGART Handwerk International, BW Europe – Germany Working Groups Code of Conduct Mission The mission of the Working Group on Code of Conduct was to define the relationships between Network Partners as well as between the Network and some of its stakeholders and to establish rules governing these relationships. Meetings took place between March and September 2010. During this time the members produced the Code of Conduct, which consists of the Charter, the Code itself and the Practical Guidance paper, as well as the implementa- tion strategy, including training material. The code enables the Network to share the same values and working princi- ples and to facilitate the provision of the best services possible for its clients as well as the smoothest cooperation between counterparts in the Network. Coordinator EACI Contact Dr. Gundega LAPINA Marzia RIVOIRA Latvian Technological Center firstname.lastname@example.org EBISC Latvia Consortium (LV) + 32 2 29 58720 email@example.com +371 67 54 07 03 Deliverables and how to use them The SAG endorsed the deliverables at its meeting in June 2010. The deliverables consist of the Code of Conduct set of documents: The Charter – to be signed by the partners who are committed to the core common values and which is to be displayed in their offices The Code of Conduct – the rulebook outlining all the core common values The Practical Guidance paper – a work in progress providing further guidance on how Network Partners may practically adhere to the core values, along with concrete examples of the implementation of the Code of Conduct k ing ced implementation stra gy mplementatio The Work in Group also produced an implementation strategy rate n r ensuri the ring od ode th long encouraging and ensuring the uptake of the code by the Network, along with t ning i n wi h training material for its dissemination. Wh a Network Partner adopts the code, the rosette quality symbol When e o osette ual y ymbol pears pe r name h Netw o appe s by their name in the Network Directory. For fur ther information or Enterprise Europe Network web . Ther ebsite. There you can find the the well as the summary report and the minutes of the meetings as well a the su n n twor Operations >> Code o Cond t ork Intranet >> Network Op e de of onduct public conference on Firs Class. You can find it under: p li irst . Yo f n ork o p feren ences >> WG Code Conferences >> Groups >> Working Groups Conferen C Co du t of Conduct List of Members Gundega LAPINA – Coordinator m H Hicham ABGHAY IRNISS Ulrike FIRNISS a S Dorota ISAJUK t Beate LUDWIG h n Christina SÖDERSTRÖM-NILSSON e H Daniela TCHONKOVA IEGAND E Anke WIEGAND Working Groups Communication Mission The Communication Working Group helped to create a common culture and brand. It focused on improving internal and external communication in the Enterprise Europe Network and producing practical ideas and guidelines that could be easily implemented by all partners. The group also played a key role in advising the EACI on how best to support communication in the Network. On the group’s recommendation, the Branding Working Group was set up. The group met three times between June and November 2008 and presented the outcome of its work at the SAG meeting held in December 2008. Coordinator Laurence FAIGENBAUME OSEO Innovation Ile de France PIC2 Consortium (FR) firstname.lastname@example.org +33 1 01 53 89 78 78 EACI Contact Susan CARROLL email@example.com + 32 2 29 74561 Deliverables and how to use them mission statement for the Network: ‘We are the world’s largest network connecting business to Europe. We help companies to improve and innovate through partnership, information and expert advice’. ‘Dos and Don’ts in Media Relations’. Partners can use this document to help increase the Network’s media coverage and improve relationships with journalists. visual iden i enti otion too identity and promotio al tools g training sessions and shops worksh List of Members Laurence FAIGENBAUME – Coordinator Eva BERGEROVA Caroline BRECHENMACHER Előd DINNYÉS Maria SOLE D’ORAZIO Martin FORST Maria KARATZIA a A Lorna MACLEAN tt MARC ANDI t RCHI Nicoletta MARCHIAN QUATRARO -Pie Z E Marie-Pierre SEZNEC e z Lorenzo TELLINI Working Groups Cooperation with FP7 National Contact Points Mission The Working Group on Cooperation with the FP7 National Contact Points (NCP) aimed at defining possible synergies between the Network of FP7 NCPs and the Enterprise Europe Network for better efficiency in achieving trans- national research partnership agreements and cooperation. The final goal was to increase the number of SMEs participating in FP7. Working Group meetings took place between March and June 2009. The Working Group presented its deliverables at the SAG meeting held in November 2009. Coordinator Dr. Anastasia CONSTANTINOU PRAXI/ HELP-FORWARD Network Enterprise Europe Network Hellas Consortium (GR) firstname.lastname@example.org +30 210 36 07 690 EACI Contact Eric KOCH email@example.com + 32 2 29 71976 Deliverables and how to use them The following documents have been produced: I. Guidelines for the cooperation between the Enterprise Europe Network and the NCP networks II. Available Partner Search Tools and Possibilities for Tool Sharing III. A sample letter addressed to NCPs inviting them to collaborate with the Network IV. Ways to Facilitate the Dissemination of FP7 Partner Search Profiles delines for coop wing The Guidelines for cooperation identify the followin main opportunities for coll b ee the two e for collaboration between the two Networks: 1. Information sharing 2. warene i ing Support for awareness raising 3. y articipation in FP7 Capacity building of SMEs for the participation in FP7 4. o ngagi n ging n 7 proposa Cooperation in engaging new SMEs in FP7 pr pos ls 5. 5 a sign gnp Mutual signposting 6. tner Partn search 7. o g groups pro e o o National working groups to p omote collaboration and joint act ctions 8. oope n in u on all p s in amme am Coo eration in the open consultation on call topics in work program es 9. ea uatiion Cooperation in recruiting new evaluation experts from SMEs tcom ou w u the The outco es of the working group were endorsed by t European o ommissi s d the Guideline can con id nes re e Commission and the Guidelines can be co sidered as a reference docu- for two kss ment for both Networks. DG Research and Innovation has officially ha o t novati a ial f d the ument forwarded th docume to the NCPs. List of Members Anastasia CONSTANTINOU – Coordinator HELP-FORWARD Network / FORTH, Enterprise Europe Network Hellas – Greece Katia COSTA Unioncamere Piemonte, ALPS – Italy Christian DUBARRY OSEO Innovation Maisons-Alfort, PICSOF – France Chris FARMAKIS Chris K Chris FARMAKIS e e London En ondon vat Network n d Kingdom Greater L ndon Enterprise, Lond Innovation Network – United K O Ken GORDON Scotti se cotland United Kingdom Scott sh Enterprise, EBIS-Scotland – United Kingdom K HEILINGBRUNNER Klára HEILINGBRUNNER T onal B i Centre, INNOSTART - National Business and Innovation Ce ngari C t r n rope Hungarian Centers in Europ – Hungary édric LLMÜLLE LL Cédric HÖLLMÜLLER sea e and Euresearch, SwissEU.net – Switzerland rste rs Kars en W. LEMKE E ENIT GmbH, ZEN Gmb NRW.Europa – Germany Je Je o Jesus Rojo GONZALEZ d o i dri+D, D Spai Fundación para el Conocimiento Madri+D, MADRI+D – Sp n Laur SA N ura Laura SAVINI Centro Lombardo per lo Sviluppo Tecnologico e Pro uttiv delle Piccole Imprese Ce mbardo mbard p ttivo elle ico Produtti ole ell’Artigianato – Cestec S.P.A., SIMPLER – Italy e dell ec S P.A., Cestec S.P.A t Siby S Sib l SCHARRER v k Schl g e B Eu Hambu Investitionsbank Schleswig-Holstein, B2Europe Ham rg Schleswig-Holstein – Germany niela OVA Daniela TCHONKOVA Applie m tions RC- C-BG ulgaria Ap ied Research and Communicatio Fund, EIIRC-B – Bulgaria ete VITO TOLA Anete VITOLA elopme cy Latvia, EB Investment and Development Agency of L a EBISC Latvia – Latvia Working Groups Intellectual Property Mission The Working Group on Intellectual Property (IP) was created to define methods to raise awareness of the practical aspects of IP management and protection and to develop the capacity of the Network Partners to provide basic advice on IP issues. Partners can offer this knowledge as an integral part of their services in order to increase the success rate of the transnational partnership agreements and as an element of better innovation management in SMEs. The Working Group met between December 2009 and April 2010. Its deliver- ables were presented and endorsed at the SAG in June 2010. Coordinator Dave MORGAN GWE Business West BRIDGE Consortium (UK) firstname.lastname@example.org +44 77 75 86 08 84 EACI Contact Raquel FERNANDEZ HORCAJADA email@example.com + 32 2 29 72378 Deliverables and how to use them I. IP toolkit for Network advisers – with questions for clients, tools and other valuable resources Created in the form of an interactive PowerPoint presentation, this toolkit serves as a practical resource, covering: questions; information the relevant issues during negotiations II. New improved BBS guidelines taking into account IP elements enhanced the official BBS guidelines in order to better cover The group en cial o elated the IP aspects related to partnership agreements.s III. IP signposting direct ry at regional level per country III i ecto at irec e y ur t o laborate Find experts on IP from your country to collab rat with in providing ents IP support to your clients. IV. nin se Europ Network partners p twor IV IP training plan for the Enterprise Europe Network partners th d vailab in vailable ning Both agendas and presentations are available in the IPR and traini g s sections of the intranet. nd pened discussion forum o s P matt atte i Ca page and opened a di cussion forum to discuss IP matters in FirstClass. List of Members Dave MORGAN – Coordinator Kristel ALLEWIJN Viktor BOTOS Vikto Viktor ina Y Christin DEYL r Pa l ONÇALVES DINIS Marco Paulo GONÇ M Onur C. EMÜL e i HAUTEKIE UTEKIET Annemie HAUTEKIET yrki N Jyrk INGMAN J y LAIN Jenny LAI E Palom loma LLORQ Paloma MALLORQUIN Emi ie MARCELET Emil b RUPE Sabina RUP RT mone VERO Simo e VER NELLI Jane WATTER ERS Jane WATTERS Working Groups Internationalisation Mission The goal of the Working Group on Internationalisation was to investigate SMEs’ needs and opportunities to ‘go international’, to provide Network Partners with tools to support their clients and to give feedback to the European Commission. The Working Group held three meetings between June 2009 and January 2010 and the results were presented to and endorsed by the SAG in March 2010. Coordinator EACI Contact Nicoletta MARCHIANDI QUATRARO Pascale GAUCHER Torino Chamber of Commerce firstname.lastname@example.org ALPS Consortium (IT) + 32 2 29 81356 email@example.com +39 011 57 16 320 Deliverables and how to use them I. First diagnosis tool before going international This questionnaire is likely to be used by a Network Partner during the very first interview with a company asking for support from the Enterprise Europe Network for going international. The diagnosis tool is in Word for- mat, so that it can be adapted to the national environment of the Network Partner using it. II. Fact sheets on a series of third countries These fact sheets present the business environment, opportunities and threats in the target countries. They also provide sector information and dos and don’ts regarding business and cultural behaviour. They are in PowerPoint format so that they can be adapted and presented at seminars with SME clients. Brazil / Canada / India / Mexico / Morocco / Saudi Arabia and the United Arab Emirates / South Africa / Turkey A document about business culture in China can also be provided upon request. For more information, please contact Christina Söderström-Nilsson, from SweNet – Västerås, at: Christina@eiv.u.se III ood III. Good practices d two od es help The Working Group identified two good practices to help companies prepare for going international: d English) and E the minu e meetings: the min tes of its meetings: List of Members Nicoletta MARCHIANDI QUATRARO – Coordinator Jorge ALONSO VALLEJO Olivier BOZON Olivier Olivie N D A Flavia D’AURIA s n ILIEIEV Veselin ILIEV IKLAR Serap ISIK Vicente OMPO UIZ D LA C O T Vi ente MOMPO RUIZ DE LA CUESTA a U Eva KUDRNOVÁ Jü n SC Jürgen SCHÄFER Khaled SNOUBER K OUBE d SNOU Christ SSON SS Ch stina SÖDERSTRÖM-NILSSON te W EYER Peter WOLFMEYER Working Groups Partnership Process Mission The mandate of the Working Group on the Partnership Process was to put forward a common methodology describing all the steps that a Network Partner has to take in order to help client companies sign transnational partnership agreements. Meetings took place between February and May 2010. Results were presented to the SAG in June 2010 and finalised in March 2011. The ‘Guide to the Partnership Process’ sets common rules aiming at increasing the efficiency, effectiveness and professionalism of the Network as a whole and of the Network Partners when dealing with partnering services. The guide is available here: Intranet >> Partnership Tools >> Partnership Process Promotion Coordinator Capacity Company Exit F Maria LUNDIN O Building assessment strategy Business Region Göteborg AB L Partnership Brokerage events SweNet Consortium (SE) L Profiles Company Missions O firstname.lastname@example.org Expression- W +46 (0) 31-61 24 07 of-Interest U Negotiation EACI Contact P Assistance Giovanna D’ADDAMIO Partnership Agreements giovanna.d’email@example.com + 32 2 29 81976 Deliverables and how to use them The Working Group designed a standardised approach for all types of co- operation (business, technology and research projects). The partnership process starts after the promotion of the Network and consists of six steps, which are shown in the general flowchart. A transversal issue, i.e. follow-up, must be put in place at every step to keep in touch with the clients and the Network colleagues. company assessment is vital to build relations with clients and understand their needs and expectations. profiles should be drafted and regularly updated by the Network Partners in cooperation with the company. Brokerage Events and Company Missions are strong matchmaking tools. It is recommended to focus on a few high quality events. Expression-of-Interest stage is essential to establish contacts between potential partners. Nego Assista Negotiation Assistance nership Agr Partnership Ag eements - 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. List of Members Maria LUNDIN Ignacio ABAITUA C roline GRAY-STEPHENS Carol Ca li Y-STEPHENS sz Ó Agnieszka GÓRECKA Karl He N Karl-Heinz HANNE rlee HEYSE e Marleen HEYS bara Barbar HOFMANN Malgorzata KRÜGER M o zat Jaros av LORENZ rosl Jaroslav LORENZ Laetitia La tit MAYNARD rda E Serdal TEMEL Nige TIDY gel Nigel TI Y Working Groups Partnership Tool Mission The mission of the Working Group on Partnership Tools was to identify the requirements and specifications for an integrated system of partnership tools to provide a high standard delivery of services to SMEs whether it concerns commercial, technical or research cooperation. The group held three meetings between September and December 2008 and the results were endorsed at the SAG meeting of March 2009. Coordinator Andrew GOLDSBROUGH St John’s Innovation Centre EECIP Consortium (UK) firstname.lastname@example.org +44 (0) 17 07 39 87 16 EACI Contact Vally FIDELMAN email@example.com + 32 2 29 93134 Deliverables and how to use them I. Future Partnership Database The group produced the user requirements needed for the develop- ment of a new common database for partnership services within the Network. Extensive documentation resulted from this work, including: 1. Integrated database fields 2. Types of cooperation envisaged 3. An example of a Technology Partnering Opportunity (Offer) 4. An example of Technology Partnering Opportunity (Request) 5. An example of Business Partnering Opportunity (Offer) 6. A Research and Development Profile (Offers and Requests) 7. An example of Research and Technological Development Partnering Opportunity (Request) 8. Requirements for Profile dissemination Further recommendations for the future are available in the Summary Report. t term priorit II. Short-term priorities exis g dat h p provided list In order to improve the existing da abases, the group provided a list of eadsheet. a possible tasks in an Excel spreads et. roup’ the EACI ince An ‘IT Contact Gro set up by th EACI has sin taken over the work. ntact group 10 Netw k Partners dedicate twor t rs, dicated The IT Conta Group is a special group of 10 Network Partners dedicated o e project “Network 2.0”, which aims to renovate the IT tools of the to the p twor Network 0 to ov e th the Netw r Network to f ol w E facilitate business and IT collaboration with the EACI. Five membe Part t Tools m bers members of the Working Group on Partnership Tools are members of o roup to ensure con it t the IT Contact Group to ensure continuity of work. List of Members Andrew GOLDSBROUGH – Coordinator St John’s Innovation Centre, EECIP – United Kingdom Roland BILLIG Agentur für Innovationsförderung und Technologietransfer (AGIL) GmbH Leipzig, CIP Saxony – Germany Lucy BLACK Scottish Enterprise, EBIS-Scotland – United Kingdom Kurt BURTSCHER Österreichische Forschungsförderungsgesellschaft mbH, CIP Network Austria – Austria Marc DEHARENG Bureau Economique de la Province de Namur (BEP), Wallonie-Europe – Belgium Carina de LA TAJADA LAHALL Företagspartner Örebro AB p Sweden w ALMI Företagspartner Öreb AB, SWENET – Sweden v A Ludovic FERAUD mbre Régionale Commer td strie ord P alais, Chambre Régionale de Comme ce et d’Industrie Du Nord – Pas De Calais EURACTE c EURACTE – France C antine KARAMANIS Constantine KARAMANIS al Do ntation a ellen o ndation, CIP National Documentation Centre / National Hellenic Research Foundation, C Ellas – Greece y Kenny LEGG Enterprise Europe South West England, BRIDGE – United Kingdom erpris urope l Enter se Euro South West Engl d RID n Elena PALAVROVA ov Chamber of Commerce and Industry, EIIRC BG – Bulgaria Plovdiv C r EIIRC- H e R Herbert RATH Z T Europa Germany ZENIT GmbH, NRW.Europa – Ge ny Uw SCHUESS ER Uwe S ESSL Bayern Innovativ GmbH, Bavaria2Europe – Germa Ba no Innov e many Bart Bar osz SOKOL a Re d tion, BISNEP Poland EP Podlaska Regional Development Foundation, BISNEP – Poland o LIN Paola TOLIN amera a Artigianato e Agricoltura di Torino, ALPS – Italy Came di Commercio Industria Art nat gricoltu Working Groups Public procurement Mission The Working Group Public Procurement was created to set common standards and provide practical tools to develop skills, knowledge, methodologies and com- munication for the Enterprise Europe Network’s Partners in order to: The Working Group held three meetings in May, October and December 2010. Coordinator Toni SARAIVA EISC Ltd SEEB2E Consortium (UK) firstname.lastname@example.org +44 23 080 20 61 62 EACI Contacts Pascale GAUCHER email@example.com + 32 2 298 13 56 Deliverables and how to use them The SAG endorsed the following deliverables in March 2011: 1. Useful factsheets for Network Partners (e.g. on Introduction to Public Procurement, Green Public Procurement, EU Public Procurement Procedures, Procurement Thresholds, etc.). The factsheets have different levels with judo belt colours (from one to four and from white to black) according to the knowledge of the Network’s Partner in public procurement issues. 2.. Presentations personalised for each Sector Group, giving an overview and concrete examples regarding public procurement. 3. A guideline on Innovation and Public Procurement. The objective of this guideline is to help Network Partners provide or improve their services to public procurers (in particular regional authorities and public enterprises) in the six fields of the Lead Market Initiative (LMI) for innovative public procurement. This guide also proposes some solutions to help Network Partners to get SMEs’ specificities and innovation potential better known to public buyers, through better skills/knowledge/ methodologies/communication/networking. 4. A methodology to increase synergies with LMI Public Procurement Networks. r For fur ther information n the anet rprise E Please visit the web pages on the intran of the Enterprise Europe Network the d verabl the website which provide access to the delive les of th Working Group and f n blic cure e and SMEs. further information on publi procurement and SM n Business Services >> Public Procurement – Helping SMEs win Intranet >> Bu m lpin blic Procurement Helping SMEs win pu ontracts public con List of Members Toni SARAIVA – Coordinator EISC Ltd, SEEb2E - Southampton – United Kingdom Max ADAM BSK-CIC, SEEb2e - Chatham – United Kingdom Dolores ADAMSKI Chambre de commerce et d’industrie de Grenoble, CIPRAA - Grenoble – France Stefanie BLUM IHK Suedlicher Oberrhein, BW-Europe - Lahr – Germany Angelika HOESS Auftragsberatungszentrum Bayern e.V., Bavaria2Europe - München – Germany Dagmar LUBECK EIC Trier - IHK/Hwk-Europe-und Innovationscentre GmbH, EU-Netz Rheinland-Pfalz / Saarland - Trier – Germany José Manuel MACEIRA BLANCO mpresarios de ctea i Confederación de Empresarios d Galicia, Galactea Plus - Santiago de Compostela – Spain s R Francesco PARETI Unioncamere d l V d za t Unioncame del Veneto, Friend Europe - Venezia – Italy p VEY Y Christophe VEYS N s ss IWT, VEBIN (Enterprise Europe Flanders) - Brussel – Belgium A B O ON Ilona WARBURTON Highla Op Ltd, S nvern ernes U om High nd Opportunity Ltd EBIS Scotland - Inverness – United Kingdom Working Groups Quality & Performance Mission The Working Group on Quality & Performance was created to work towards the development of a quality culture in the Network. Meetings took place between September 2008 and January 2009. The Working Group presented its deliverables and had them endorsed at the SAG meeting held in March 2009. Coordinator Sylvie MARINO Chambre Régionale de Commerce et d’Industrie Rhône-Alpes CIPRAA Consortium (FR) firstname.lastname@example.org +33 4 72 11 43 25 EACI Contacts Claire TOMBEUX (For database guidelines and templates, client satisfaction) and performance indicators email@example.com + 32 2 29 87046 Daniel GASSMANN (Quick links) firstname.lastname@example.org + 32 2 29 74193 Deliverables and how to use them I. Quick-win solutions There was an immediate necessity to put clear guidelines and templates at the disposal of the Network in order to provide consistent partnering services to SMEs. This resulted in the revision of existing documents and the creation of new documents. These included: a. BBS Guidelines b. BBS Expression of Interest Template and Guidelines c. BBS Validator’s Checklist d. BCD profile Word template for the Network partners e. BCD Expression of Interest Template and Guidelines f. BCD Validator’s Checklist Intranet >> Partnership Tools >> Documentation II. Client Satisfaction Surveys The Working Group designed a new methodology as well as six different templates corresponding to six different ways of service delivery. The pur- pose of these templates is to provide guidance to less experienced partners on how to measure client satisfaction and how to improve their approach. These templates can be directly used by Network Partners. With the input of this sub-group, the EACI adopted the methodology which is currently used by the Network. etwor > Intranet >> Netwo k Operations >> Finance and Contracts >> Report Tools form n A form for ensuring post-measurement improvements and follow-up has been made available. Intran >> Working Groups >> Quality and Performance >> Annex XIII Intranet a c I e e package III. Newcomer packag r to f use e , p produced In order to facilitate the use of reference documents, the group produced er pac r ch introduces the essential working documents a newcomer package which intro e e ial w ing docu ailabl Add ble. l an t age prov d qui k which are available. A ditionally, an intranet page provides qu ck links to the e reference documents. thes reference documen sm Intranet >> Network Operat ns atio Qual t Intranet >> Network Operations >> Qua ity dicato IV. Foundations and indicators l late inco a e yo e ki A sub-group began work on materials later incorporated by other Working r h t ment and the core valu (Communication lues Communicatio Groups such as the mission statement and the core values (Communication n Group) and the Cod f Condu t (Co e of C nduct W k ode Working Group) and the Code of Conduct (Code of Conduct Working Group). Furthermore, the group established eight performanc indicators (o of m Furthermore, the u bi g mance ndicator (one them g ent s on). them being clien satisfaction nt a Worki G > Qual t and > Anne Intranet >> Wor ing Groups >> Quality and Performance >> Annex XI List of Members Sylvie MARINO – Coordinator Chambre Régionale de Commerce et d’Industrie de Rhone-Alpes (CRCI RA), Enterprise Europe Network Rhone-Alpes Auvergne – France Leyre ALFONSO LAUREANO COPCA, CATCIM – Spain Barbara ANDREANI c l s pour l’Entre NE elgiu Agence Bruxelloise pour l’Entreprise (ABE), BENE – Belgi m c Mariacristina BOERI era Commercio Industr A a Agric ura di o, SIMPLER Italy Camera di Commercio Indu t ia Artigianato e Agricoltura di Milano, SIMPLER – Italy sia CONS NTINOU NSTA Anastasia CONSTANT HELP-FORWARD Network / FORTH, CIP-HELLAS – Greece HELP-FORWARD Ne A Heike FISCHER Heike F beis-Europa-Zentrum Enterprise Europ p twork Baden-Württ W rg Steinbeis-Europa-Zen um, Enterprise Europe Network Baden-Würt emberg – Germany dh m FORGG Friedhelm FORGE Industrie- und Handelskammer für München und Oberbayern, BAVAR EUROPE – German ustrie Indus e delskammer für München Handelskam ü ARIA2EU ermany p Jasper HEMMES ntens, Synten EUROGATE-WAY – Netherlands o aI Dorota ISAJUK Pod s egion F on ISNEP olandan Po laska Regio al Development Foundation, BISN – Poland J y A Jenny LAWSON y ounci cil, nited ngdom d City of Bradford Metropolitan District Counci YHCIP – United Kingdo a MA OIX Max MAUPOIX Swerea IVF, SWENE – Sweden Sw N F SWENET Marie Ma PAVLU for f Czech public BISONSONET Czec Republic zech Centre for Regional Development of the Czech Republic, BISONET – Czech Republi Dav d REY OLDS Davi REYN Jo Centre EECIP United Kingdo St John’s Innovation Centre, EECIP – Un d K gdom tgart S Lutgart SPAEPEN Agents en en, N Belgium Age tschap Ondernemen VEBIN – B h istakis THEOCHAROUS aki k EOC Christakis THEOCH ROUS motion Found iness Suppo entre Research Promotion Foun ation, Business Su port Cen of Cyprus – Cyprus Working Groups SME Feedback Mission The mission of the Working Group was to focus on the feedback activities of the Network’s work programme, which include: 1. The SME Feedback Database (reporting by SMEs on difficulties resulting from EU legislation or policies); 2. Business Panels (consultations at the initiative of the Commission in order to consult SMEs via the Network on forthcoming EU policies and legislation) 3. Online Consultations launched by the Commission The Working Group met in March and May and presented its outcome at the SAG meeting in November 2010. The deliverables were finalised at a meeting in January 2011. Coordinator EACI Contact Claudia LOCK-FUERST Nahid NOYEN Enterprise Europe Network email@example.com South West England + 32 2 29 92655 BRIDGE Consortium (UK) Contact persons Margherita Lella METROPOLI, Special Agency of the Chamber of Commerce of Florence Enterprise Europe Network – Firenze firstname.lastname@example.org +39 055 26 71 503 Spyros Kellidis Regional Development Agency of West Macedonia (ANKO S.A.) Enterprise Europe Network – Hellas email@example.com +30 24610 24022 Deliverables and how to use them The Working Group SME Feedback agreed to develop a Reference Guide on the feedback activities (SME Feedback Database, business panels and consultations) for Network Partners to optimise: p tant part th An important part of the SME Feedback Database c e chapter is dedicated to marketin t rketing orde d marketing strategies in order to ‘re M recruit’ suitable SMEs for providing feedback. datio or th ions t o res lt It also provides recommendatio for the exploitation of results and explains d tech cal ruction t the possible link to Solvit. Detailed tec nica instructions are given for encoding base. cases into the database. r anelels ich are panels A second part is dedicated to Business panels, which are panels with SMEs r d p ise Euro Network wor p rope k o organised within the Enterprise Europe Network work programme. It explains i lains o oc gislative topics and provides so stra egic g ativ how to choose legislative to e the e some trat g guidance on the relevance or e t m odol re eva e of organising such panels. SME identification, a method logy for col- ecting responses, encoding and feedback to th Commission are als covered. lecting re o the on lso red. e fi dicated Consulta on n m th ssion. How s The final chapter is dedicated to Consult tions from the Commission. How can w artn sa ly, ocum ains o each Network Partner be part of this activity? Firstly the document explains how infor ed n . condl o to be in rmed about ongoing consultations. Secondly, the way of obtaining in E’s fee ly the collecte y the SME’ feedback has to be chosen. Finally, the collected information has to a o e be passed to the Commission. onsolid t d lidat i f the guid was created d e ct l A consolidated version of the guide was create in the form of a Practical Guide. nally, e Work n r p a d tion flyer feedbac onal a Additionally, the Wo king Group also created a promotional fly on fe back o explain the im activities to ex dback t nvince t h importance of feedback to SMEs and convince them participate to participat . Finally, the Working Group drafted useful recommendations for the European Finally, the W n rafted seful recommendations for the E opean n and the EACI Commission and the EACI. List of Members Claudia LOCK-FUERST – Coordinator Enterprise Europe Network South West England, BRIDGE – United Kingdom Eleonara CARNASA Bulgarian Chamber of Commerce & Industry, EIIRC BG – Bulgaria bel A Isabel GARCIA LUIS onfede i mpresaria e Provincia Alicante (COEPA), SEIMED Con ederacion Empr ri l de la Provincia de Alicante (COEPA), SEIME – Spain D Spyros KELLIDIS Region l pment Agency West Macedonia (ANKO), Hella ece Regio al Development Agency of West Macedonia SA (ANKO), CIP Hellas – Greece G b lle U N Gabrielle KUHN ernat , ur d N EVD Interna ionaal, Eurogateway Netherlands – Netherlands LAR RSSON Anna LARS e e org, weNet wedenn Business Region Göteborg SweN – Sweden g Margherita LELLA ROPOLI m Commerce – Ita METROPO Special Agency of the Chamber of Co ce Italy a n Martine LIOGIER-COUDOUX Cha hamb égiona Ch bre Régio le de Commerce et d’Industrie PACA Corse, Med2Europe – Fran e u ie A orse, p ance Jo n José Manuel MACEIRA BLANCO n ia, GA LUS S a Confederacion de Empresarios de Galicia, GALACTEA PLUS – Spain l POUP R U Clio POUPARD hambre de Comme e et d’Industrie de Strasb urg et d Bas-R Cha ommerc sbo bourg du as-Rhin, REGIE – France rasb EGIE Ross Rossella RIVA o stria Confindustria Piemonte, ALPS – Italy Emil I Emi ie VICQ ham ce e e ndustrie Midi-Pyrénées, PICSOF – France Chambre Régionale de Commerce et d’Ind Midi-P ie Mi ur ALP YATIR Onur ALP YA KOSGE ( OSGE G edium Indu i p t Organisation), Istanbul IST KOSGEB (Small and Medium Industry Development O OVA Turkey BUSINNOVA – Turkey Working Groups are based on the principle that the knowledge and experience within the Network should be recognised, harnessed and made accessible so that the whole Network may benefit. EA-32-11-797-EN-C Contact the Network: ec.europa.eu/enterprise-europe-network This brochure is published by Executive Agency for Competitiveness and Innovation (EACI). Neither the European Commission, the EACI or other European institutions, nor any person acting on their behalf is responsible for the use which might be made of the information contained herein or for any errors, which, despite careful preparation and checking, may appear. The views in this publication are those of the author and do not necessarily reflect the official position of the EACI, the European Commission or other European institutions.
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