DESIGN AUDIT MODULE BY : PROF. SHASHANK MEHTA
PRESENTATION BY Eeshan Kumar Saha Jagdish Kolhe Jyotika Bindra Nikita Iyer Vikram Borar
METHODOLOGY Finalizing a organization to conduct design audit¬
Developing business proposals
Approaching them for allowing us to conduct the audit¬
Understanding the organization through secondary research
Conducting In Depth Interviews
Brainstorming on charts to understand holistic view of the organization
Prioritizing problems identified
Categorization of Problems Identified
Providing recommendations for selected problems
Understanding and Analysing other similar organizations globally¬¬
WHAT IS MSME? Micro, Small and Medium Enterprise is defined by RBI/GOI differently for the Manufacturing and the Services Sector, as follows:
MANUFACTURING SECTOR INVESTMENT
SERVICE SECTOR CATEGORY
INVESTMENT
CATEGORY
DOES NOT EXCEED Rs. 25 LAKH
MICRO ENTERPRISE
DOES NOT EXCEED Rs. 10 LAKH
MICRO ENTERPRISE
MORE THAN Rs. 25 LAKH DOES NOT EXCEED Rs. 5 CRORE
SMALL ENTERPRISE
MORE THAN Rs. 10 LAKH DOES NOT EXCEED Rs. 2 CRORE
SMALL ENTERPRISE
MORE THAN Rs. 5 CRORE DOES NOT EXCEED Rs. 10 CRORE
MEDIUM ENTERPRISE
MORE THAN Rs. 2 CRORE DOES NOT EXCEED Rs. 5 CRORE
MEDIUM ENTERPRISE
IMPORTANCE OF MSME Creates employment Source of investment and revenue Outlets for talents of enterprising people Catalyze innovations and dynamism Stimulate personal savings Promotes community stability Less harm to the environment than in rural large companies Raise level of people participation in the economy Vital engine of economy Earn foreign exchange Stimulated growth areas Expand domestic markets/penetrate non-traditional markets
CRITICAL NEEDS OF MSME Appropriate technologies Technical manpower training Products standards and testing facilities Appropriate packaging and product labeling Access to capital Financial, personnel and business management Access to markets Sustainable raw material supply Better/more efficient transport facilities
BENEFITS TO MSME - DI TRAINING
FINANCE Increasing Sales ADVOCACY
Promoting Investments Generating Jobs
MARKETING PRODUCT DEVELOPMENT TECHNOLOGY
MSME
MSME MINISTRY Office of Development Commissioner (MSME) functions as the nodal
Development Agency under the Ministry of (MSME)
Separate Act, governing promotion and development of (MSME), Development
Act, 2006 (Come into force from 02nd Oct, 2006)
Ministry of Agro and Rural Industries (Krishi Evam Gramin Udyog Mantralaya) and Ministry of Small Scale Industries (Laghu Udyog Mantralaya) have been merged into Ministry of MSME (SUKSHMA LAGHU AUR MADHYAM UDYAM MANTRALAYA) MSME DI, Ahmedabad, established in the year 1954, under the Ministry of MSME
Br. MSME DIs, Field Testing Stations, Prototype Development Centres and Tool Rooms etc.,
LARGE ENTERPRISES
WHY WAS IT FORMED? To move the econom ahead the need was realized to move enterprises.
it from the base
MSME Y
NOM O C E E TH
MICRO SMALL AND MEDIUM ENTERPRISE MINISTRY VISION Imparting greater vitality and growth impetus to the Micro, Small and Medium Enterprises (MSME) in terms of output, employment and exports and instilling a competitive culture based on heightened technology awareness.
MICRO SMALL AND MEDIUM ENTERPRISE MINISTRY MISSION Advising the Government in policy formulation for the promotion and development of MSMEs. Providing techno-economic and managerial consultancy, common facilities and extension services to MSMEs. Providing facilities for technology upgradation, modernisation, quality improvement and infrastructure. Developing Human Resources through training and skill upgradation. Providing economic information services. Maintaining a close liaison with the Central Ministries, Planning Commission, State Governments, Financial Institutions and other Organisations concerned with development of MSMEs. Evolving and coordinating Policies and Programmes for development of MSMEs as ancillaries to large industries.
SIMILAR ORGANIZATIONS IN THE WORLD USA OBJECTIVE:
CRITICAL ACTIVITIES:
The U.S. Small Business Administration (SBA) was created to aid, counsel, assist and protect the interests of small business concerns :
Access to Capital: SBA provides small businesses with an array of financing options in microlending and equity investment capital.
To preserve free competitive enterprise To maintain and strengthen the overall economy of our nation. The SBA helps Americans start, build and grow businesses through an extensive network of field offices and partnerships with public and private organizations.
.SBA conducts a vast array of research on American small businesses and the small business environment. HOW DO THEY DO IT?
Financial Assistance : SBA’s resources help to research on loan programs, explore Entrepreneurial Development: options around export financing and SBA provides free individual face-to-face, determine if surety bonds are ideal for your and internet counseling, education, information,technical Assistance & training for situation. small businesses and nascent Loan Programs entrepreneurs. Providing Venture Capital Issuing Surety Bonds Government Contracting: SBA gives preferences to small agencies to Export Financing Options reach the statutory goal of 23 percent in all subcontracting procurement opportunities, outreach programs, and training.
SIMILAR ORGANIZATIONS IN THE WORLD KENYA OBJECTIVE:
CRITICAL ACTIVITIES:
HOW DO THEY DO IT?
Promote growth and competitiveness of MSMIs and encourage standardization in production process.
Coordinate activities of the zonal industrial development offices
Promotion of sub-contracting opportunities
Generate knowledge in the industrial frontier and provide effective protection of IPR. Produce a large pool of qualified and skilled workforce Create innovative firms and entrepreneurs to exploit knowledge to produce goods and services Promote investments in new and high risk ventures and revival of unutilized capacityt to improve capital productivity
Capacity building on technology upgrading Initiate and formulate zonal industrial development plans Monitor micro and small industries development and implementation of policies and programmes Provide Business Development Services Facilitate a conducive business environment for the existing industries and attract new industrial investment
Value addition, Marketing, Branding, packaging and Business plan training
MSME - DC
(DEVELOPMENT COMISSIONER) ORGANIZATION STRUCTURE DEVELOPMENT COMISSIONER
MICRO, SMALL & MEDIUM ENTERPRISE PROMOTIONAL TESTING INSTITUTE
AUTONOMOUS BODIES
2 CENTRE FOR FOOTWEAR TRAINING INSTITUTE
10
MICRO, SMALL & MEDIUM ENTERPRISE TOOL ROOM
HAND TOOL DESIGN DEVELOPMENT & TRAINING CENTRE
MSME TECHNOLOGY DEVELOPMENT CENTRE
MICRO, SMALL & MEDIUM ENTERPRISES TESTING CENTRE
6
MSME TECHNOLOGY TESTING STATION
30
MICRO, SMALL & MEDIUM ENTERPRISES DEVELOPMENT INSTITUTE
BRANCH : MSMEDEVELOPMENT INSTITUTE
28
OPPORTUNITY IN THE ORGANIZATIONAL STRUCTURE GAPS :
RECOMMENDATIONS and IMPACT:
Centralized decision making
Delegation of authority to the Development Institute - Motivation and faster decision making
Few rights levied to the developement institutes Delay in passing down of responsibilities
Monthly follow up from the Ministry on progress and benefits from program Setting realistic targets
Delay in conducting of programs
Interaction sessions - sister organizations work well with each other
Setting of unrealistic targets Lack of integration of sister organizations
MSME - DI AHMEDABAD VISION Enhance the competitiveness of the existing enterprises Contribute towards sustainably establishing more number of potential enterprises Accelerate employment generation Contribute towards economic growth Provide highly skilled man power to industries GAPS IN VISION: Unrealistic targets set by centre for State departments Communication gap between decision makers(Centre) and implementers(State) Limited monetary funds allocated to State by Centre to conduct programs Lack of awareness about aim, objective and facilities provided by MSMEs Lack of motivation to compete with other providers of information such as private consultants etc
MSME - DI AHMEDABAD MISSION FOR POTENTIAL ENTREPRENEURS
FOR EXISTING ENTREPRENEURS
FOR SKILL DEVELOPMENT PROGRAMS
Appropriate adoption of EDP Model
Working closely with Industry Associations, State Government bodies and other stakeholders in developing existing enterprises on cluster mode
Organise need based technical and soft skill up gradation programmes regularly
The focus of intervention will be on providing appropriate Business Development and other facilitating services (BDS)
To train larger number of people in a short span of time
Joint screening and selection of candidates
To provide information
Selection of appropriate project Providing hand holding Mentoring Financial and marketing support services by involving key stakeholders (Bankers, Infrastructure Providers,Corporates, NGOs etc.) Emphasis on Micro,Tiny and Labour intensive enterprises
Leveraging the IT advantage (Internet, Email, Video Conferencing, E-governance etc.) for providing effective service Organising need based Seminars and Workshops to create awareness and to update knowledge
MSME - DI AHMEDABAD MISSION GAPS IN MISSION
No motivation for State Departments due to lack of decision making authority
No monitoring of Programs since they run on the basis of sincerity and trust on contract Delay in Processing of funds by the Central based delegations Government due to change in positions of higher authorities Slackness in communication about programs to respective Department heads Delay in following of schedule planned by by Centre Centre for State Absence of monitoring and controlling quality Confined to work under decisions taken by of programs the Central Government Lack of motivation/funds to upgrade obsolete machinery Absence of quality inputs due to low salaries provided to trainers
CLIENTS POTENTIAL ENTREPRENEURS EXISTING ENTREPRENEURS EMPLOYEES OF EXISTING ENTREPRENEURS
NEEDS To learn Land Procurement & Leasing Info To get Recommendation Guarantee To get IPR Assistance To learn how to market their products To build a Business Plan To build a Project Profile To get assistance on Legal Formalities To know Market Potential To run a Business based on a region To learn Infrastructure building To know about investments To get access to database of Vendors, Investors, Latest Technology
NEEDS To learn about government benefits To receive IPR Assistance To receive Technological Assistance To procure Marketing Service To receive assistance on Legal Formalities To learn about Vendors To learn about Market Potential To arrange for training for Employees
OTHER SOURCES FROM WHERE CLIENTS ACCESS INFORMATION
CLIENTS
Family and Friends People from same business background Private consultants Online Database Portals Internet Browsing Investors and Banks Experts
PROBLEMS IN GETTING INFORMATION FROM THESE SOURCES Authenticity of data Very Expensive - Private Consultants and Experts Consultants do not inform about government benefits Influence of family and friends Do not get a holistic picture No subsidies received Internet and online data may be not latest
REASONS WHY A CLIENT WOULD CHOOSE MSME - DI
CLIENTS
It is free/less expensive Immediate connections to connect to Helps getting government incentives and subsidies Improvement in current business Provides information on various businesses Get holistic picture Seeker of information can be a beginner and not necessarily learned Helps in getting exposure Extension of business
PROBLEMS IN GETTING INFORMATION FROM THESE RESOURCES Tedious Process Time consuming process Multiple steps involved Varied departments Lack of faith in Government Absence of constant updates No Feedback
MSME - DI AHMEDABAD STAKEHOLDERS CLIENTS TRAINERS SISTER ORGANIZATIONS All DICs Incubation Cell at NID, IIMA, SVNIT, Loyola College Industrial Corporation Office, Gandhinagar, Advisory Board RBI, Ahmedabad Dena Bank, Ahmedabad BIS, Ahmedabad NABARD, Ahmedabad Guidance Committee on DRIP Gujarat Scheduled Caste Development Corpn., Gandhinagar Gujarat State Social Meeting Welfare Board,Ahmedabad Export Inspection Committee on Quality Complaints Agency, Ahmedabad 52 D & NH , Daman & Diu SC/ST, Other Backward Classes & Minorities Financial & Development Corpn. Ltd., Silvassa Confederation of Indian Industry, Ahmedabad
MSME - DI AHMEDABAD DEPARTMENTS IN MSME - DI Food Hosiery Non Civil Mechanical Surface Coating Glass and Ceramics Electrical Electronics Statistical Leather
MSME - DI AHMEDABAD INDUSTRIES UNDER THEM THE MSME DI AHMEDABAD CATERS TO NEEDS OF FOLLOWING AREAS Pharmaceutical Industry at Ahmedabad/Baroda Dyestuff & Dye Intermediate Industry at Ahmedabad Brass Parts Industry at Jamnagar Diesel Engine Industry at Rajkot Ship Breaking Units at Alang, Bhavnagar Ceramic Units at Thangadh & Surendranagar Wall Clock and Wall/Floor Tiles Industries at Morbi, Rajkot Textiles & Jari industry at Surat Electrical Porcelain Industry at Surendranagar Refractory Industry at Wankaner, Rajkot Crockery Industry at Himatnagar Stone Processing Industry at Ambaji, Banaskantha Oil Mills at Rajkot & Gondal Spectacle Frames & Lenses at Baroda
Re-rolling Mills at Bhavnagar Salt & Salt Based Industries at Bhavnagar Ferrous Foundry Industry at Rajkot & Ahmedabad Diamond Industry at Surat Isabgul Industry at Unjha Machine Tool industry at Rajkot Metallic Utensils at Ahmedabad Textile Machinery parts at Ahmedabad Weights & Measures at Savarkundla Engineering Industry at Makarpura, Vadodara S.S. Re-Rolling Mills at Ahmedabad
HOW TO REACH MSME DI PROBLEMS
CALL PA of Director
Depending on the Subject
Call Transfer
EMAIL Email to Director
VISIT
Gate
He Marks it to the respective Department Reception
Leaves
Entry in register Visits Sister organization /Satisfied
Sends Mail Sends according to whom to meet Gets information People,book,website)
Contacts and accessibility to various departments Absence of a MSME helpline Absence of signage Absence of prompt marketing
TASK FLOW 1
2
3
4
5
POTENTIAL ENTREPRENEUR
6
7
8
9 FEEDBACK/ FOLLOW UP: Client leaves with information about his business/Dissatisfied
PROGRAMS: EDP, MDP ASSISTANCE: General information of business overview by Department head by discussion REACHING MSME DI : Client visits MSME DI office MSME DEPARTMENT APPROACHED : Pharmaceutical Industry at Ahmedabad/ Baroda REASON TO CHOOSE : It is free/less expensive, Get holistic picture AWARENESS : Word of mouth publicity SOURCE OF INFORMATION : Private consultants NEED : Help in setting up of a business
TASK FLOW 1
2
3
4
5
6
7
8
9
ENTREPRENEUR FEEDBACK/ FOLLOW UP: Client satisfied/dissatisfied with information PROGRAMS: VDP, MDP ASSISTANCE: Appropriate Business Development and other facilitating services, connecting to Seminars/ Workshops to update the knowledge, General information of business overview by Department head through discussion REACHING MSME DI : Client calls MSME DI office and talks to the receptionist and asks for assistance.The call is transferred to the Head Administration by the PA of the Director. MSME DEPARTMENT APPROACHED : Textiles & Jari industry at Surat REASON TO CHOOSE : Immediate connections to connect to, Helps getting government incentives and subsidies, Improvement in current business, Helps in getting exposure AWARENESS : Website, Advertisement in local newspaper SOURCE OF INFORMATION : People from same business background, Investors and Banks, Online Database Portals, Internet Browsing NEED : To know about Vendors, To know about Market Potential so that he can expand the business
MSME - DI AHMEDABAD OFFICE LAYOUT ASS. DIRECTOR
ASS. DIRECTOR
SERVER ROOM ASS. DIRECTOR
KIOSK MACHINE
Toilet STORE
STORE
WATER COOLER
MSME CENTRAL GOVERNMENT EMPLOYEES
ASS. DIRECTOR
ASS. DIRECTOR
Reception P.A DIRECTOR
Toilet
Books
ASS. DIRECTOR
PANTRY
ASS. DIRECTOR
Entrance Director
Lift
Clerk
ASS. DIRECTOR
CLIENT VISITS OFFICE Uses the elevator Enters the office - environment unwelcoming Difficult to locate reception No proper seating available for visitors Kiosk placed in reception area does not work Client feels lost in the office Peon at reception directs client to any of the department heads No entry made in register Department head finds out client needs, industry requirements, directs client to the respective Department Head Clients enter cabin of Department Head, discusses the need and seeks consultation Officer gives client few contact details and may suggest to refer few books from the library present at the office For further consultation the officer gives the client his personal contact details
MSME - DI AHMEDABAD PROPOSED LAYOUT ASS. DIRECTOR
ASS. DIRECTOR
ASS. DIRECTOR
ASS. DIRECTOR
KIOSK MACHINE
Toilet
WATER COOLER
STORE
STORE
P.A DIRECTOR
MSME CENTRAL GOVERNMENT EMPLOYEES
ASS. DIRECTOR
LIBRARY
SERVER ROOM
Toilet
ASS. DIRECTOR
PANTRY
Reception
ASS. DIRECTOR
Entrance Director
Lift
Clerk
ASS. DIRECTOR
INFORMATION DISSEMINATION PEOPLE GET TO KNOW ABOUT MSME- DI THROUGH FOLLOWING MEDIAS News Paper Electronic Media Magazines
PROBLEMS IN INFORMATION DISEMINATION: Cluttered website Not much Advertising Fixed old templates for advertisements Only one advetisement per program in one local newspaper Information Archietecture needs to be improved
Msme on youtube http://www.designclinicsmsme.org/empanelmentmedia-reports/media-communication
ď‚—
Msme tweet http://news.ahmedabadbreakingnews.com/topics/ms me
http://www.indianexpress.com/news/msme-board-suggests-reforms-in-sixindustries/967698/?utm_source=dlvr.it&utm_medium=twitter
Msme on justdial http://www.justdial.com/National-Search/IgtrMsme-Di-Cad-Cam-Training-Centre
Msme on Website http://www.msmediahmedabad.gov.in/services.html -
INFORMATION DISEMINATION RECOMMENDATIONS: A better Information architecture for website based on client’s needs Individual E-mail ids must be made for various Department Heads Digital News letters should be made to reach previous and potential clients A database based on entry at register and feedback post programs must be made and digitilized Nationalized Toll Free helpline for MSME should be created
INFRASTRUCTURE Total area of premises - 327.96 sq. mtrs. and the training hall in the basement with 168.98 sq. mtrs. Library with more than 2015 books on all trades viz. Mechanical, Chemical, Electrical, Electronics, Glass & Ceramics, Food, Metallurgy, Leather, Metal Finishing, Plastics, Rubber etc. Important Technical Magazines and Journals are subscribed for updating knowledge of officers and to know recent technological developments taking place world over. GAPS: Information Kiosk at the reception was not working Unclean Toilets Physically dissabled cannot access MSME-DI Books are available but an environment to read books is missing Soft copies of books are not available
SUGGESTIONS INFRASTRUCTURE Adopting a clean and hygienic look is a must to make the office approachable,by renovating the Interiors (Walls, Cabins, furniture, Library,Toilets etc.) and exteriors (Lift,approach route,signage) An attendant at the reception is required to guide the visitor Infrastructural facilities like Ramps,Larger lift space could be provided for the physically disabled. A separate cabin which is relatively quieter could be assigned as a reading room for clients who are directed to information collection from books. Procurement of new furniture is a must revive the looks of the office. Assigning a common room that could also be used as a lunch room,dart boards,television screening documentaries Collaborations with Institutions such as colleges, companies and manufacturing set-ups could be made expose trainees to new age technology, effient management
SERVICES Assistance/Consultancy to Prospective Entrepreneurs Assistance/Consultancy rendered to existing units Preparation of State Industrial Profiles Preparation/ Updating of District Industrial Potential Surveys Project Profiles Entrepreneurship Development Programs Motivational Campaigns Production Index Management Development Programs Skill Development Programs Energy Conservation Pollution Control Quality Control & Up gradation Export Promotion Ancillary Development Common Facility Workshop/Lab Preparation of Directory of Specific Industry Intensive Technical Assistance Coordination with DICs Linkage with State Govt. Functionaries Market Surveys Other Action Plan Activities assigned by Headquarters
GAPS: Absence of buyer-vendor database Lack of Technical know-how No provision of performance based incentive for employees of the office Irregular follow up on the activities from the ministry Unorganized piles of files and folders stacked in the office No defined way of collecting the feedback from clients Personal e-mail IDs of all the staff is not available Quality and quantity of information provided by the DI office may not be relevant to seeker’s needs No response to feedback forms filled in by candidate
PROGRAMS Entrepreneurship Development Programmes
GAPS:
Management Development Programmes
Only 25% of programs are effective out of those conducted
Information Technology Training
Varied interested levels of department heads to upgrade expertise in domain knowledge
Sub-contracting Exchange Vendor Development Programme Central Govt. Stores Purchase Programme Export Promotion Programme Micro & Small Enterprises Cluster Development Programme
CATEGORIZATION OF GAP AREAS PLANNING
Location of the workshop(at Silvasa) is inappropriate due to lack of potential trainees to develop skills Slackness in communication about programs to respective Department heads by Centre Delay in following of schedule planned by Centre for State Unrealistic targets set by center for State departments Delay in processing of funds by the Central Government due to change in positions of higher authorities Limited monetary funds allocated to State by Centre to conduct programs
CATEGORIZATION OF GAP AREAS QUALITY OF SERVICE
Absence of monitoring and controlling quality of programs Lack of expertise of Department Heads in their respective fields Only 25% of programs are effective out of those conducted No monitoring of Programs since they run on the basis of sincerity and trust on contract based delegations Absence of feedback system of the help rendered by the DI office to visitors in terms of approachability, acquiring of information, assistance, contacts of other institutions, access to database, knowledge sharing etc. Lack of follow up of Central government on activities conducted by State Forced feedback gathered by department heads from candidates Varied interested levels of department heads to upgrade expertise in domain knowledge MSME – DI, is not ISO Certified whereas three other State DIs have already been certified
CATEGORIZATION OF GAP AREAS ATTITUDE
The office lacks focus in the delivery of its services The Governmentshould introduce faith in the public, towards protection of their innovative ideas There is a need to motivate the Department heads to compete with other providers of information such as private consultants,internet etc. The Government lacks motivation and in some cases funds to upgrade obsolete machinery in their workshops.
CATEGORIZATION OF GAP AREAS INFORMATION DISSEMINATION
Common e-mail ids used by departments in the office Absence of Information board containing data about MSME’s objectives outside the office Distribution of content of the DI website is highly chaotic as the information flow is not user friendly Absence of a MSME helpline Absence of prompt marketing Lack of awareness of aims and objectives of MSMEs Lack of awareness of facilities provided by MSMEs Absence of knowledge of buyer-vendor database
CATEGORIZATION OF GAP AREAS WORK ENVIRONMENT
Inter department interaction is minimal Lack of performance based incentives to motivate staff in the office The employees do not get individual recognitions for their work which leads to lack of motivation in them to perform effectively Furniture in the office is obsolete and in poor condition Absence of recreational activities for staff Toilets are unclean and unhygienic Poor drainage system during the monsoons
CATEGORIZATION OF GAP AREAS INFRASTRUCTURAL FACILITIES
Lack of organized system to store database of seekers-files, forms, etc. Absence of receptionists in the reception area to receive visitors/seekers No register to make entries by visitors No response to feedback forms filled in by candidates No monitoring of library books –in terms of issuing, handling, lending, borrowing, theft Disposal of files by piling up in office lofts or burning them Lack of effective Human resource distribution in the office with respect to amount of work to be done Absence of good transport facilities for Department heads, trainers and trainees to attend workshops/programs
CATEGORIZATION OF GAP AREAS SERVICE OFFERINGS
Obsolete machinery in workshop Absence of constant updates/immediate feedback to seeker about the process he is following to achieve his/her objective Absence of knowledge of technical up gradation No soft copies of books are recommended to seekers by department heads Absence of quality inputs due to low salaries provided to trainers Contacts and accessibility to various departments are not completely provided by the Department heads while providing assistance to seekers
PROPOSAL 1 information through the MSME website REQUIREMENT:
OPPORTUNITY:
DELIVERABLES:
It is of prime importance to generate awareness about MSME so that people take advantage of government policies and programs. The website being the first point of interaction in today’s scenario should be effective in its communication.
Redefining of Information Architecture of website and consultation on Web Page Layouts
Information Architecture Color Palette to be used Basic Wireframe on layouts Revamping of Content Research insights on making it user friendly through flexibility in language , search options, accessing archives etc. Helping add provisions to deliver more services from a web based platform
ROLE:
Being management students we understand GAP: user requirements and can help in preparing an interface navigation and information The current website design is vey cluttered architecture for the website. This will help and does not provide information to the dissemination of information in an efficient users easily since its information flow is com- manner by increasing awareness, visibility, plicated. It is very difficult to access data accessibility and relevance of the information from the website which comprises of huge delivered to the users. Being design amount of information. To make visitors professionals we also understand relevance achieve their needs it is important to redeof layouts and color palettes while delivering sign the website. information
PROPOSAL 2
Standardization and Improvisation of User Experience at MSME DI Ahmedabad office REQUIREMENT:
OPPORTUNITY:
DELIVERABLES:
An experience offered to a visitor for the first time at the office, not only makes him decide the level of interaction he would continue with the organization but, also acts as an influence on others who are in touch with the visitor, through word of mouth publicity.
Standardizing of processes in the office when a visitor arrives.
Standards of navigating a visitor Standards of communication with the client Standards of how the services shall be offered Standards of quality of service Standards of hospitality Standards of ambiance to make the visitor comfortable A report on how these standards can be implemented Buyer Vendor Database System
GAP: The current office lacks standardization of how the client shall be treated and offered services during his visit. This leads to an unfriendly experience, which is time consuming. At the time of appointing a new person there is no training on how to deal with the visitors. Each employee has his/her distinct way, which shows inconsistency in the processes of the organization.
ROLE: As managers we understand processes and possibilities that might take place while a client is on his/her visit. Our role lies in researching and mapping various possible task flows and communication possibilities in the office to build a structured way of dealing with clients.
PROPOSAL 3 and Resource Management REQUIREMENT:
OPPORTUNITY:
DELIVERABLES:
Since resources are always scarce, there must be an efficient and effective way of utilizing them. These resources may be in form of funds allocated or human resource.
Redefining of organizational structure and decision-making powers at every level, a platform to manage the resources allocated and their utilization, human resource management platform.
Project Management Systems Forums for industry requirements Report on current analysis of resources Performance appraisal system Building a system for fortnightly meetings and interaction sessions
GAP: Currently the funds allocated are merely sufficient for the programs and are exhausted by the time technology up gradation needs are tackled. Due to decisionmaking powers at central level and use of resources at state levels, the resources are not optimized. The employees’ performance is not evaluated which does not motivate them to assess and improve themselves.
ROLE: As managers we understand the need of delegation of authority at the state level. This requires us to help in restructuring of the organizational structure. Besides this, we would help in planning the procurement of pre-determined resources required by clients based on emerging industry needs analysis. Once the resources are allocated, they also need to be organised. Being management students we can deliver a effective map of enterprize resource planning system.
EXPERIENCES Approaching the government for an Auditing assignment initially inculcated mixed feelings amongst all of us -We weren't sure of what depth we were getting into regarding the organization we had chosen, but we took up the challenge to study the Government and pick out areas that we would like to contribute in and change for the betterment of the quality of services delivered. What came as a pleasant surprise was the fact that even the highest personnel we interacted with,were very approachable and came across as genuine,down to earth people with immense knowledge.They were frank regarding their opinions and open to views by youngsters like us.They inspired us to turn into entrepreneurs without the fear of risk and motivated us to start our own businesses by citing real examples.They also presented a very transparent picture of the Government which made us believe in their best interests for the public. While documenting,the one challenge we faced was to create and understand the highly complicated holistic picture of how the Government delivers services by using what mediums and bring it to one common platform. Nevertheless,the learning we imbibed was deep and our image of the Government has changed by experiencing the other side of the coin.
CATEGORIZATION OF GAP AREAS ORGAINIZATIONAL STRUCTURE
No motivation for State Departments due to lack of decision making authority Communication gap between decision makers(Centre) and implementers(State) No change in the role of work performed by Department heads in during their tenure of office in terms of up gradation and new domain knowledge Confined to work under decisions taken by the Central Government
CATEGORIZATION OF GAP AREAS PRESENCE
Absence of signage indicating whereabouts of the DI office No reachability due to absence of large scale advertising
CATEGORIZATION OF GAP AREAS CLIENT EXPERIENCE
Time consuming process for seeker to achieve his/her objective due to multiple steps involved Tedious and tiring process for seeker to achieve his/her objective due to multiple steps involved The DI office environment is highly unwelcoming Absence of a conducive environment for reading library books in the reading/reception area Forced feedback gathered by department heads from candidates Quality and quantity of information provided by the DI office may not be relevant to seeker’s needs There is no provision for the physically disabled to approach the DI office in terms of route, space, commute
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