Helping Business Grow

Disclaimer
The contents of this brochure do not necessarily reflect the views of the Enterprise DG.
Where this brochure refers to support to enterprises, it should be understood that such
support is only acceptable if it is given in accordance with the provisions on State aid
in the EC Treaty (particularly Articles 87 and 88) on the compatibility of the State aid
with the common market.
State aid provided to enterprises has to comply with terms and conditions defined by
the Commission’s competition policy in regulations, frameworks, guidelines, notices
and other texts concerning various sectors (motor vehicles, synthetic fibres industry,
etc.) or having various horizontal objectives (subsidies to SMEs, research and develop-
ment, environment, etc.).
State aid helping businesses suffering from financial difficulties may in particular be
subject to the Community guidelines on State aid for rescuing and restructuring firms
in difficulty (OJ C 288, 9.10.1999).
Other brochures addressing business support measures:
Helping businesses start up
Helping businesses overcome financial difficulties
Further information can be obtained from:
European Commission
Directorate-General for Enterprise
Unit B.1 ‘Improving business support measures’
Rue de la Loi 200 — SC 27 3/4
B-1049 Brussels
Fax: (32-2) 29 66278
E-mail: [email protected]
Internet:
http://europa.eu.int/comm/enterprise/entrepreneurship/support_measures/index.htm
A great deal of additional information on the European Union is available on the

Internet. It can be accessed through the Europa server (http://europa.eu.int).
Cataloguing data can be found at the end of this publication.
Luxembourg: Office for Official Publications of the European Communities, 2002
ISBN 92-894-3142-3
© European Communities, 2002
Reproduction is authorised provided the source is acknowledged.
Printed in Italy
PRINTED ON WHITE CHLORINE-FREE PAPER
Introduction by Erkki Liikanen
Member of the European Commission
responsible for enterprise and
the information society
A dynamic economy needs new inputs in the form of new

ideas, new products and processes and the enthusiasm and
skill of new entrepreneurs. Encouraging the creation of new
businesses is therefore an important part of the enterprise
policy of the European Union and of the Member States.
But a dynamic economy also requires the continuing and
successful growth of these new businesses, together with
the consistent development of existing enterprises. It needs
to use the accumulated experience and resources of exist-
ing enterprises to help create new markets, introduce inno-
vation in all its forms and make the organisational changes
that are necessary in responding to the challenges of the
modern economy.
At the Lisbon European Council in March 2000, Europe’s

leaders set a very clear objective: that of making Europe
‘the most competitive and dynamic knowledge-based
economy in the world’ over the course of the decade.
Achieving this objective requires many changes and

improvements in the way that our economy and society
operate, but one of the areas where public authorities and
agencies can have most impact is in the improvement of
the environment in which enterprises are created and
develop their activities. It is by creating the right environ-
ment that enterprises will have the best chance to launch
their activities and subsequently thrive.
3
This means having the right regulatory framework, but it
also means having the right support structures and organi-
sations and operating them in an easily accessible and effi-
cient way.
Business support organisations have a vital role. If they pro-

vide the information and advice that their clients really
need efficiently and effectively, they can make a crucial dif-
ference to the performance and success of a significant sec-
tion of the enterprise population. It is for this reason that in
the European charter for small enterprises (1), there is a
commitment to providing ‘top-class business support’.
There are some very good support services to be found in

all parts of Europe. Our aim is to help bring the general
level of provision up to that of the existing best. To this
end, and in agreement with the Member State authorities,
the Commission launched a project on business support
services under the ‘Best procedure’ established by the mul-
tiannual programme on enterprise and entrepreneur-
ship (2). This project has resulted in a series of conclusions
which give guidelines on creating the top-class support ser-
vices referred to in the European charter.
In publishing this sequel to our earlier publication ‘Helping

businesses start up’ (3), we are drawing together cases of
good practice that have been presented in a series of
events organised by the Commission and the Member
States over the last few years. This good practice has
formed the basis for the Commission’s conclusions on
improving support services. It also has the merit of demon-
strating in an obvious and graphic way how some of the
principles enunciated in the guidelines can be put directly
into practice.
The European Union is increasingly making use of best prac-

tice exchange as a flexible policy instrument for improving
the general performance of various aspects of the European
(1) Text available at:

http://europa.eu.int/comm/enterprise/enterprise_policy/charter/index.htm
(2) Council Decision 2000/819/EC of 20 December 2000 on a multiannual
programme for enterprise and entrepreneurship, and in particular for
small and medium-sized enterprises (SMEs) (2001–05).
3
( ) European Commission ‘Helping businesses start up. A good practice
guide for business support organisations’, ISBN 92-828-9316-2. Text also
available in all Community languages at: http://europa.eu.int/comm/
enterprise/entrepreneurship/support_measures/start-ups/helping.htm
4
economy. I am very pleased to recommend this publication
to business support organisations and others concerned with
enterprise policy as a practical demonstration of how we can
all learn from the diverse experience of practitioners across
the continent for the mutual benefit of all.
5
Helping businesses grow
A ‘good practice guide’

for business support
organisations
The changing nature

of support service
provision
Helping enterprises to develop their business activities, par-

ticularly at important turning points over the course of their
life cycle, is the central task of business support organisa-
tions. The services that they provide are many and various,
but, in almost every case, they essentially concern the pro-
vision of information and advice to entrepreneurs and busi-
ness managers.
There is evidence that good business support can make a

measurable contribution to the competitiveness and
dynamism of a modern economy. There are certainly many
individual enterprises that can testify that assistance from
support organisations has made a critical difference to their
business operations at significant points in their develop-
ment. There is an increasing interest, therefore, as a matter
of public policy, in ensuring that business support is as
effective as possible.
The European charter for small enterprises, endorsed by the

Feira European Council in June 2000, includes among its
commitments to small enterprises a call for the promotion
of top-class small business support.
In the last few years, business support organisations across

Europe have initiated a process of change that is radically
transforming the nature of the services provided and the
way that they are delivered.
These changes are being driven by major economic and

political developments, which include the impact of the
6
knowledge economy, with new applications of information
and communications technology, and the continuously
increasing pressures of globalisation. In addition, in a situa-
tion where there are constant calls on public authorities to
review their expenditure and evaluate their initiatives, there
is a growing appreciation of the extent of resources dedi-
cated to support provision and an increasing tendency to
require providers to demonstrate the efficiency and effec-
tiveness of their services.
But importantly, changes in support services are also being

driven by the dedication and professionalism of the staff
that deliver them. Staff are generally very willing to devel-
op ideas and to learn from their own experience and that
of others.
Exchanging
good practice
The European Commission, along with the Member State

authorities, have been tracking these changes in a series of
forums and seminars that have examined good practice in
support service provision. Initially under the concerted
action programme (1994–2000) and more recently as part
of the ‘Best procedure’ project on business support ser-
vices, a series of events have brought together support ser-
vice practitioners and officials with responsibilities in the
relevant areas in a structured programme which has exam-
ined the changing nature of the services provided on the
basis of a systematic presentation of good practice. The ini-
tial results of this process were described in a report to the
Council and European Parliament (4).
In the earliest phase of the work, there was a concentration

on support for business start-ups, which gave rise to the
earlier collection of good practice cases, published as ‘Help-
ing businesses start up’ (5).
A forum in Baden near Vienna in September 1998 launched

the work on growing enterprises. This initial event took a
broad view of support for growth, looking at training issues
(4) ‘Report on concerted action with the Member States in the field of enter-
prise policy’, COM(1999) 569 final of 9.11.1999.
(5) See footnote 2.
7
and access to finance as well as at promoting networking
through business cooperation. Subsequent events looked at
more specific issues. A forum in Helsinki in September 1999
examined ‘Rapid growth and competitiveness through
technology’. There was also a series of highly focused sem-
inars that examined how support services were responding
to particular aspects of the changing economy. The themes
treated were:
■ the impact of the Internet (Paris, January 1999)
■ support services in the face of globalisation (Copen-

hagen, January 2000)
■ more strategic conceptions both of business and of sup-

port services (Athens, May 2000).
More recently in March 2001, reactions to the wider

aspects of the ‘new’ or ‘knowledge’ economy were consid-
ered in a forum on ‘Entrepreneurship for the future’ at
Växjö, in Sweden.
Finally, the general conclusions from all this work and a set
of guidelines were prepared for a forum in Cardiff in Octo-
ber 2001 on ‘Top-class business support services’.
Reports on all these events are to be found on the Com-

mission web site at:
http://europa.eu.int/comm/enterprise/
entrepreneurship/support_measures/reports_studies.htm
Summaries (in English) of individual cases presented at

these events can also be found in a database on good prac-
tice to be accessed through:
http://europa.eu.int/comm/enterprise/
entrepreneurship/support_measures/index.htm
The cases of good practice highlighted in this brochure aim

to draw attention to the vast amount of good practice in
this area, although, of course, they can represent only a
small proportion even of those set out in the reports. Fur-
thermore, in this publication only a short summary of the
cases can be presented. For each good practice therefore, a
reference is provided to further information, both in the
reports on particular forums and seminars and in the web
sites of the organisation concerned.
8
The 26 cases presented are, however, intended to give a
representative overview of the issues that arose in the
course of the exchanges that took place. They are also
closely related to the guidelines on creating top-class busi-
ness support services, published by the Commission (6).
The issues identified
It was apparent at an early stage in the work on identifying

good practice that support for growing enterprises was
nothing like as systematic as support for start-ups. The
Baden Forum, for instance, demonstrated that training pro-
vision, specifically for enterprise managers facing the prob-
lems of growth, was in need of substantial development
both in conceptual terms and in application.
None the less as work progressed, it also became clear that

considerable developments were under way both to fill spe-
cific gaps and, more generally, to develop a more systematic
approach to support service delivery covering all phases of an
enterprise’s development. In fact, in many Member States
substantial reorganisation of support services was under way,
providing more coherent structures and, in most cases, re-
flecting a more conceptually rigorous approach.
As this picture emerged it was supplemented by fascinating

detail on how support providers were addressing particular
problems, especially those arising from the application of
information and communications technology and other
aspects of the ‘new’ economy. Often there was reference
back to issues that had arisen in earlier events and it was
evident that there was a certain consistency in the respons-
es being adopted. In order to do justice therefore both to
the interrelated nature of the issues that arose and to the
consistency in the responses of support organisations and
public policy, the cases presented below are ordered
according to theme rather than according to the event in
which they were presented. In this way, the strong mes-
sages that are apparent in the recurring themes from sever-
al different events can be presented more forcefully.
(6) Commission Staff Working Paper ‘Creating top-class business support

services’ SEC(2001) 1937. Text available at: http://europa.eu.int/comm/
enterprise/entrepreneurship/support_measures/index.htm
9
An initial message is that growing enterprises have needs
that are different in important respects from those of busi-
nesses in other phases of their development. They need to
identify and remedy weaknesses in established practices.
They need to identify new opportunities and the possibili-
ties in new or expanding markets. They often need to take
much greater account of the pressures of the modern econ-
omy, the implications of changing technology, processes of
global competition and the complexities of relationships
with business partners and other influences on the environ-
ment in which they operate. They generally need to devel-
op a much more strategic approach to their management.
The examples of good practice presented below illustrate how

many agencies involved in business support are providing ser-
vices that can help enterprises manage issues that are particu-
larly characteristic of the growth phase. None the less, in the
course of the work identifying good practice, there was con-
stant reference to an underlying approach or methodology
that applies generally to support services for any kind of enter-
prise. This approach emphasised the importance of providing
consistent and coherent support focused on helping enter-
prises to build their capacity to manage their development and
growth. In many respects this means that business advisers,
working for or with the support agencies, need to take on a role
that is closer to that of a tutor or trainer than has been the case
in the past. It also means taking a broad view of the ‘health’ of
an enterprise rather than exclusively concentrating on the im-
mediate problem. There are, therefore, a number of cases pre-
sented, particularly in Section 1, that illustrate these new core
services that focus on management capacity building.
Clearly though, with the major changes taking place in the

nature and structure of the modern ‘new’ economy, many
of the cases presented as good practice relate to very topi-
cal issues that successful modern firms have to address,
from the effective use of ICT to more effective networking.
Even here, however, the effective integration of core and
specialised services should be noted.
Finally, support organisations are increasingly seeing their

activity in the context of general economic development,
particularly at a regional level. In some senses their role is
getting closer to that of regional development agencies,
but however this is perceived the cases in the final section
illustrate, business support organisations can certainly play
a role in promoting economic development by cooperating
effectively with other development agencies.
10
The challenge
to business support
organisations
The cases set out in this publication are deliberately pre-

sented as ‘good practice’, that is, practice that appears to
illustrate an approach to a current development in business
support that deserves the attention and interest of practi-
tioners. The cases have been nominated by Member State
authorities or by other professionals and have been consid-
ered and discussed by an informed audience at one of the
events organised for this purpose. They are not necessarily
‘best practice’, in the sense of a practice that objectively
out-performs all others, when measured against agreed cri-
teria. Indeed their purpose is to inspire further change and
‘better practice’ among business support professionals who
increasingly appreciate that they have to judge their own
performance by looking beyond local circumstances, and
even national boundaries, to that achieved by their coun-
terparts elsewhere in the world. To improve performance
by constantly making comparisons with the performance of
others — that is the challenge to business support organi-
sations. The purpose of this document is to facilitate a
response to this challenge.
11
12
26 examples
of good practice
Developing support services to provide real help for grow-

ing enterprises begins with improvements in the core
advice and information services of support agencies.
Increasingly, advice is provided on the basis of a more sys-
tematic and consistent approach that aims to help enter-
prises to continuously strengthen their own management
capacity. This is supported by information provision that
takes advantage of the latest technology.
The next step is to ensure that enterprise development can

be supported by appropriate training and that access to
finance is facilitated on the right terms. Support agencies
must then make certain that they are keeping abreast of
the changing business environment in which enterprises
operate and developing new aspects of their services that
can help their clients to strengthen their competitive posi-
tion in areas that are characteristic of a modern economy,
such as using information technology effectively, develop-
ing their networks or addressing the question of intangi-
bles.
Finally, effective support of growing enterprises increasing-

ly requires recognition of the beneficial interdependence of
enterprises, in supply chain relationships, for instance, or in
activity clusters. By developing services for groups of enter-
prises, support agencies are making an increasing contribu-
tion to general economic development, particularly at a
regional level.
The following examples from across Europe illustrate in

practical terms how business support organisations are ris-
ing to the challenge of providing coherent and high-quali-
ty support services for growing enterprises in the four areas
just outlined.
13
1
Dissemination of good practice results
Developing the core services

of business support
organisations
Cases of good practice presented in the events organised
by the European Commission and the Member State
authorities made it clear that a restructuring of support ser-
vices was taking place in a number of European countries
with the aim of providing a more coherent set of services
that can be delivered more consistently. Frequently this was
based on the conception that such services should attempt
to help enterprises to build within their management the
range of core competencies that are necessary for running
successful modern businesses.
At the same time there are clearly important advances tak-

ing place in the provision of information — the other cen-
tral activity of many business support organisations. In a
world where business information is both more necessary
and more abundant, providing efficient access to accurate
sources of such information is a task of considerable impor-
tance.
15
1
1. Integrated support services
Issue
Support service providers are moving beyond the con-
cept of the ‘one-stop-shop’ to a real and coherent
integration of the full range of support services, based
on a more strategic perception of clients’ needs and
on the aim of offering global solutions to their prob-
lems.
Good practice
Since 1998, Enterprise Ireland has brought together
the functions of three former national agencies to offer
an integrated service to SMEs. Clients are encouraged
to develop a global view of their operations by
analysing all the dimensions of their business (market-
ing, finance, human resources, technical aspects, etc.)
in a comprehensive way. In this, the emphasis is on
identifying and delivering solutions by building com-
petencies rather than on the provision of piecemeal
support. Specialist staff in human relations, marketing,
engineering, etc. play a supportive role in achieving
an overall solution. The approach is reinforced by
strong links with other agencies and educational insti-
tutions at a regional level and strategic measures to
improve the business environment of the regions.
Organisation
Enterprise Ireland
Sources of further information

Report: ‘The Irish experience’
Final report of Athens seminar on
‘Best practices in strategic support services
for SMEs’ Contact
details
Internet: http://www.enterprise-ireland.com Ms Lisa Vaughan

Enterprise Ireland
Glasnevin, Dublin 9
Ireland
Tel. (353-1) 808 27 23
Fax (353-1) 808 26 62
E-mail:
[email protected]
16
1
2. Consistent application of
Issue
the management capacity
building approach
Upgrading management capacity has to be continued

as an ongoing process.
Good practice
PIPE2000 is a major initiative coordinated by the Span-
ish Import-Export Institute (ICEX) and the Council of
the Spanish Chambers of Commerce and supported
by the central and regional governments. The aim of
the initiative is to improve Spanish export perfor-
mance by helping first-time exporters to upgrade their
management capacity. The intention is to establish
this as an ongoing process. There is a rigorous selec-
tion of firms entering the scheme which begins with a
training schedule based on an assisted self-learning
programme and experience sharing with other firms.
In the second stage a consultant is attached to the
company for a total of 80 hours over eight months in
order to stimulate the development of the firm’s
strategic capacity. In the final phase enterprises con-
centrate on an increase in foreign sales.
Organisation
Spanish Import-Export Institute (ICEX) and the Coun-
cil of the Spanish Chambers of Commerce
Sources of further information Contact

details
Report: ‘The Pipe2000 Programme’
Final report of the Copenhagen seminar Mr Mar Castro
‘SME support services in the face of Instituto Español de Commercio
globalisation’ Exterior
División de Programación y Análisis
Paseo de la Castellana, 18 — 5a
Internet: http://www.icex.es/pipe2000.html Planta
E-28046 Madrid
Tel. (34) 913 49 63 35
Fax (34) 914 31 71 38
17
1
3. Targeted services for
Issue
particular types of SME
A comprehensive provision of support does not mean

a uniform provision. On the contrary, it allows better
targeting of services to take account of the differing
situations of different kinds of SME.
Good practice
Technologisk Innovation, supported by the Danish
Agency for Trade and Industry, operates a technology
incubator initiative across Denmark that helps innova-
tive, knowledge-based entrepreneurs to launch and
rapidly develop their businesses. The support provided
is highly focused on the needs of such businesses by
offering a full range of services, including business and
technical advice, access to finance that is appropriate
to the different stages of development, significant net-
working opportunities, specialised training and men-
toring.
Organisation
Technologisk Innovation A/S

Report: ‘Technology incubators’
Final report of the Athens seminar on ‘Best
practices in strategic support services for
SMEs’
Internet: http://www.tekinno.dk
Contact
details
Mr Soren Kielgast
Gregersensvej-Indgang 1a
DK-2630 Taastrup
Tel. (45) 72 20 28 00
Tel. (45) 72 20 28 02
Mobile (45) 22 70 57 40
E-fax (001) 81 53 52 90 67
E-mail:
[email protected]
18
1
4. The benefits to be derived
Issue
from restructuring services
A coherent restructuring of support agencies can

achieve greater focus in the services provided, raise
their profile and take-up and increase efficiency, but
the process needs to be sustained with adequate
resources for re-training staff.
Good practice
TE Centres (employment and economic development
centres) in Finland have merged the business support
services of three ministries (Trade and Industry, Labour,
and Agriculture and Forestry) reducing the number of
outlets from 77 area units to 15 regional centres. This
has enabled them to reorganise their services on the
basis of customer needs and client segmentation and
to achieve a major increase in take-up. At the same
time, the centres are aiming to achieve significant cost
savings. In order to bring about these changes an
intensive programme of staff training has been under-
taken.
Organisation
Ministry of Trade and Industry, Finland; Contact
Employment and Economic development Centre for details
Pirkanmaa
Ms Riitta Varpe, Director
Tampere, Finland Employment and Economic
Development
Sources of further information Centre for Pirkanmaa
Pirkanmaan TE-keskus
Report: ‘Business service points in the employment PO Box 467
FIN-33101 Tampere
and economic development centres (TE Tel. (358-3) 256 57 01
centres) — the case of Finland’ Fax (358-3) 256 57 39
Final report of the Athens seminar on ‘Best E-mail: [email protected]
SMEs’ Ministerial Adviser Marjukka Aarnio
Ministry of Trade and Industry
PO Box 230
Internet: http://www.vn.fi/ktm/ FIN-00171 Helsinki
http://www.te-keskus.fi/pirkanmaa/ Tel. (358-9) 160 37 20
Fax (358-9) 160 26 66
19
1
5. Business intelligence
Issue
as a competitive tool
In the knowledge economy, business intelligence is

highly important as a competitive tool, especially for
rapidly growing enterprises. Support organisations
need to promote its use and radically change the
nature of their own services in this area.
Good practice
The Assembly of French Chambers of Commerce and
Industry has implemented a strategy to promote the
more intensive use of business intelligence in a range
of high-tech industries. The information concerned
relates particularly to technical developments in prod-
ucts and processes, the business profiles of clients and
competitors and other market, economic and strategic
considerations. In association with the Agency for the
Dissemination of Information Technology (ADIT),
national and local authorities, the regional chambers
and private experts, regional economic intelligence
systems have been created and programmes encour-
aged that raise awareness of this issue, evaluate infor-
mation needs in firms, provide appropriate training
and help enterprises in target sectors by providing
experts to ‘accompany’ them during the implementa-
tion phase. In this way the traditional function of infor-
mation provision by the chambers is developing a
much more proactive character.
Organisation
Assemblée des Chambres Françaises de Commerce et
d’Industrie
Contact
details
Mr M. Philippe Clerc
Sources of further information Directeur de l’intelligence
Report: ‘Business intelligence as a competitive tool’ économique
Assemblée des Chambres Françaises
Final report of the Helsinki SME Forum ‘Rapid de Commerce et d’Industrie
growth and competitiveness through 45, avenue d’Iena
technology’ F-75116 Paris
Tel. (33) 140 69 38 87
Fax (33) 140 69 39 51
Internet: http://www.acfi.cci.fr E-mail: [email protected]
20
1
6. Tailoring online information
Issue
to meet SME needs
Good information has to be delivered effectively and

be well tailored to the individual needs of growing
enterprises.
Good practice
A prime initial aim of Sweden’s SME-link project was to
provide better access to business information by struc-
turing what was available from the Internet. Based on
a detailed examination of the requirements of some
700 Swedish firms, in a project financed by the Wal-
lenberg Foundation, the system now provides struc-
tured access to 15 different categories of information.
In part, a portal is offered to valuable sources of infor-
mation available elsewhere on the web, but a consid-
erable amount of information is now provided direct-
ly. Thousands of Swedish enterprises have been helped
to integrate the use of Smelink into their strategic
management through a scheme delivered by universi-
ty students.
Organisation
Smelink Ab

Report: ‘Smelink’
Final report of the Helsinki SME forum
‘Rapid growth and competitiveness through
technology’
Internet: http://www.smelink.se Contact

details
Mr Werner Hilliges
Smelinks Huvudkontor
Gjuterigatan 9
S-553 18 Jönköping
Tel. (46-36) 34 96 20
Fax (46-36) 34 96 11
21
1
7. The integration
Issue
of new services
The importance of design has long been acknowl-

edged. Its increased significance as a characteristic ele-
ment of the knowledge economy is also readily admit-
ted. However, the promotion of the application of
design in businesses is still usually divorced from the
general services of support organisations. This under-
mines the effectiveness of both support services and
design promotion. In developing new services to meet
the needs of enterprises in a modern economy, it is
important that they should really be integrated into
existing provision.
Good practice
Although in the past the British Design Council had
the task of directly promoting design within enterpris-
es, many Business Links in the UK have now engaged
design counsellors as part of their range of support
provision. This leaves the Design Council with the
more strategic role of being a campaigning organisa-
tion, an advisory body and a centre of new thinking.
At ‘Business link Essex’, for instance, design manage-

ment is offered as a specialist service, in a way that
effectively complements the core advice and support
provided by ‘personal business advisers’. Generalist
advisers frequently refer clients for advice on design
questions and, conversely, examination of design
issues can highlight questions concerning the general
management strategy of an enterprise. Clients are
encouraged to see design as an integral part of man-
aging a business. Case analysis shows that the focus
required for addressing design problems can help
articulate the aims, objectives and aspirations of enter-
prises and also contribute to staff motivation. Essen-
tially, integrated organisational arrangements in sup-
port agencies can help in addressing the interrelated
nature of the issues under consideration.
22
Organisation
Business Link Essex
Design Council

Report: ‘Design policy in Great Britain’
Final report of the Växjö forum
‘Entrepreneurship for the future’
Internet: http://www.essex.businesslink.co.uk
http://www.designcouncil.org.uk
Contact
details
Mrs Sally Brazier

Business Link Essex
Redwing House
Chelmsford CM2 5PB
United Kingdom
Tel. (44-1245) 39 37 02
Fax (44-1245) 39 38 37
E-mail:
[email protected]
Mr Andrew Summers
Chief Executive
Design Council
34 Bow Street
London WC2E 7DL
United Kingdom
Tel. (44-2074) 20 52 02
Fax (44-2074) 20 53 01
23
1
8. The evaluation of support
Issue
services
Building up top-class business

requires continuous evaluation.
Good practice
support services
The Swedish Agency, ALMI Business Partner Ltd, and

its 21 subsidiaries in the regions, offer services to new
and growing enterprises that combine access to
finance with advice and development support. Annual
client surveys and evaluations have demonstrated con-
siderably better performance for ALMI’s clients than
comparable groups, in terms of survival, turnover
growth and the creation of sustainable employment.
Organisation
ALMI Business Partner Ltd (ALMI Företagspartner AB),
Sweden

Report: ‘The Swedish Agency, ALMI Business Partner
Ltd’
Final report of the Athens seminar on ‘Best
SMEs’
‘Customer 99’ and ‘Customer 2000’ the ALMI
client attitude survey are available on
demand
Internet: http://www.almi.se
http://www.naring.regeringen.se/tillvaxt/
Contact
details
avtal/inenglish.htm
Mr Göran Ekström
ALMI Företagspartner AB
PO Box 47631
S-117 94 Stockholm
Tel. (46-8) 709 89 03
Switchboard (46-8) 709 89 00
Fax (46-8) 406 06 31
Mobile (46-70) 593 46 47
24
2
Assisting access to training

and finance
Most training for SMEs focuses on the start-up phase. A
good start is clearly important, but there is also a need for
enterprise training geared to the needs of growing firms.
This can be especially important in the early years after
start-up when failure most threatens but equally where
growth rates can be most dramatic.
The development of entrepreneurial competencies, howev-

er, continues to be required throughout the entire life cycle
of an enterprise. In short, a life-long learning approach has
to be applied. This must be more than the occasional sem-
inar for growing and mature SMEs. New and highly inno-
vative methods of delivery have to be developed. Cases
presented at the Baden Forum and subsequently illustrate
that advances are being made in this area.
Support agencies frequently work closely with organisa-

tions that provide finance. There is scope for even closer
cooperation, not least in working on the elements that
effect the demand for the different forms of finance that
are increasingly being made available to enterprises. The
capacity for the effective management of finance is clearly
one of the core competencies that support organisations
which are helping enterprises to develop.
25
2
1. Starting early with training
Issue
for growth
Training for growth should start as soon as the enter-

prise is established.
Good practice
The Viennese Chamber of Commerce, in conjunction
with other Austrian chambers, offers a series of ser-
vices to young and developing enterprises. The ‘prob-
lem-oriented consulting for young entrepreneurs’
scheme, for instance, provides up to 40 hours of sub-
sidised consultancy for entrepreneurs in the first or
second year of their business, allowing them to
address general business and economic, marketing or
organisational questions. ‘Young entrepreneur coach-
ing’ assists with problems concerning planning, con-
trol, finance, cost accounting, computing, marketing
and leadership. In addition, young entrepreneurs are
supported in attending external training courses or
they can develop their own internal training together
with the internal training unit (‘FIT — Firmeninternes
training’).
Organisation
Wirtschaftsförderungsinstitut Wien (WIFI Vienna)
Wirtschaftskammer Österreich (Austrian Federal Eco-
nomic Chamber)
Contact
details
Sources of further information Mag. Erwin Marx

Wirtschaftskammer Österreich
Report: ‘Support of young entrepreneurs through Wiedner Hauptstrasse, 63
A-1045 Vienna
training and consulting’ Tel. (43-1) 501 05 31 10
Final report of the Baden Forum ‘SME in the Fax (43-1) 50 10 51 31 07
growth phase — key factors in improving E-mail: [email protected]
competitiveness’
Mag. Christine Schilling
Wirtschaftsförderungsinstitut Wien
Internet: http://www.wifiwien.at/uns (WIFI Vienna)
http://www.wifiwien.at/fit Währinger Gürtel, 97
A-1180 Vienna
Tel. (43-1) 47 67 74 62
Fax (43-1) 47 67 74 59
26
2
2. The considerable scope
Issue
for improvement
in training provision
for growing enterprises
Training for growing enterprises must move away from

a system consisting largely of the occasional seminar.
The lifelong learning approach has to be applied. This
requires innovative thinking and more ‘tailor-made’
provision. It can be achieved through such initiatives as
self-training in networks, cooperation between prov-
iders with different know-how in ‘regional competency
centres’ and better coordination and integration with
other business support services.
Good practice
The TE.MA (technological and market development of
craft-trade enterprises) project in Italy has operated
through a regional network of 14 specially designed
centres created by local task forces, building their ser-
vices from the bottom up in close cooperation with lo-
cal agencies and enterprises. Enterprises and associa-
tions of entrepreneurs, in fact, have acted as co-design-
ers of training projects, adapting course content to the
characteristics of specific craft activity. They were sup-
ported through links with the local authorities, business
organisations, research centres and universities and
have been integrated into other initiatives. The analysis
of feedback played a fundamental part in the continu-
ous redesigning and reshaping of interventions.
Organisation
Istituto Guglielmo Tagliacarne

details
Report: ‘Network policies to support small and
medium-sized enterprises — policy and Mr Alfonso Feleppa, Director
programmes in Italy’ General,
Final report of the Baden Forum ‘SME in the Instituto Guglielmo Tagliacarne
growth phase — key factors in improving Via Appia Pignatelli, 62
I-00178 Rome
competitiveness’ Tel. (39-06) 78 05 21
Fax (39-06) 784 21 36
Internet: http://www.tagliacarne.it E-mail: [email protected]
27
2
3. Improving the visibility and
Issue
competencies of trainers
Developing trainers’ competencies and improving

their facilities is a crucial part of improving the overall
training provision for growing enterprises. This has to
be accompanied by an effective promotion of training
and support among target client groups.
Good practice
In Denmark the programme for management, organi-
sation and competencies (LOK), established through
cooperation between four ministries (Business and
Industry, Education, Research and Development, and
Labour) and assisted by representatives from the busi-
ness world, the labour market and academics, aims to
promote flexibility in Danish enterprises.
In order to achieve this objective, sub-programmes pro-

mote the development of quality counselling though
courses in process counselling for consultants, the es-
tablishment of local one-stop shops for in-service train-
ing and a forum (a centre without walls) for research in
management and organisation. Networks of enter-
prises, which may include public institutions are pro-
moted in order to support the development of SME
management, competencies and internal organisation.
Finally, information campaigns and information systems
for users of the consultants’ services are supported.
Organisation
Danish Agency for Trade and Industry

Contact
details
Report: ‘Small and medium-sized enterprises in Mr Nils Agerhus
Denmark — policies and programmes’ Ministeriet for Videnskab, Teknologi
Final report of the Baden Forum ‘SME in the og Udvikling
growth phase — key factors in improving Bredgade 43
DK-1260 Copenhagen K
competitiveness’ Tel. (45) 33 92 97 00
Fax (45) 33 32 35 01
Internet: http://www.efs.dk E-mail: [email protected]
28
2
4. Ensuring access to venture
Issue
capital
Access to equity capital is vital for enterprises with an

ambition to grow. Problems affecting access to capital,
however, should not only be tackled from the supply
side but also by addressing managerial capabilities,
the continuing aversion to equity capital and the
problems in information flows and communication.
Good practice
Enterprise Ireland’s seed and venture capital scheme has
made an important contribution to the success of the
Irish economy with its annual growth rate of over 9 %.
The scheme, which includes European investment fund-
ing, gives equity to SMEs on the basis of a 50-50 per-
cent private-public funding. The private funding comes
from venture capital (VC) companies and banks. Funds
are managed by private sector fund managers, on strict
commercial criteria. An interesting characteristic has
been the dual approach where both the supply side
(increasing the flow of capital) and the demand side
(convincing SMEs) has been tackled. On the supply
side, the VC companies have been convinced to take
small-scale equity deals. On the demand side, Enterprise
Ireland used its company counsellors to point out the
opportunities of equity capital to entrepreneurs and to
address managerial problems and perceptions.
Organisation
Enterprise Ireland, investment services Contact
details
Mr Denis Marnane, Manager
Report: ‘Equity capital — an ambitious access?’ Investment Services
Enterprise Ireland
Final report of the Baden Forum ‘SME in the Wilton Park House
growth phase — key factors in improving Wilton Place
competitiveness’ Dublin 2
Ireland
Internet: http://www.enterprise-ireland.com/services- Tel. (353-1) 808 28 27
Fax (353-1) 808 29 92
details.asp?section=solutions&subsection= E-mail: denis.marnane@enterprise-
solutions-finance&id=101 ireland.com
29
2
5. Online access to venture
Issue
capital
Problems with access to venture capital are widely

regarded as a continuing issue for hi-tech enterprises.
Innovative ways of facilitating this access can make an
important contribution to addressing these problems.
Good practice
The Venture Management Services Internet platform,
created by the Kreditanstalt für Wiederaufbau (KfW) in
Germany, in conjunction with the German Stock
Exchange and with the support of the Federal Ministry
of Economics and Technology, aims to create more
efficient capital markets and to provide easier access to
informal sources of capital. A virtual market place
allows investors and SMEs to present themselves and
easily get in touch with each other. A special segment
of the site — the Business Angel Forum — allows new
and innovative firms especially to address business
angels. In this way transparency is increased in a capi-
tal market that includes both formal and informal
sources of investment, through a system that is fast,
easy to use and low-cost.
Organisation
KfW Kreditanstalt für Wiederaufbau

Report: ‘Venture Management Services’
Final report of the Helsinki SME forum ‘Rapid
growth and competitiveness through
technology’ Contact
details
Internet: http://www.venture-management-services.de
Mr Marcus Walter
KfW Kreditanstalt für Wiederaufbau
Charlottenstr. 33/33a
D-10117 Berlin
Tel. (49-30) 202 64 52 37
Fax (49-30) 202 64 51 92
30
3
Helping SMEs operate

in a modern economy
The aim of developing more coherent support services has
to be reconciled with that of being able to help enterprises
respond to the circumstances of the modern economy.
Many examples exist where this reconciliation has been
achieved, in particular where a longer-term and more
strategic approach is encouraged in enterprise manage-
ment. This facilitates the integration of services promoting
responses to an extraordinarily wide range of challenges,
generated by a modern economy, ranging from the effec-
tive use of ICT to a better understanding of the importance
of networking and the potential significance of accounting
for the intangible aspects of an enterprise’s activities.
31
3
1. A strategic approach
Issue
to helping SMEs make use
of ICT
The effective application of ICT is an important part of

any modern growth strategy. But it requires technical
skills that many SMEs do not have and cannot afford
to employ. The problems that this causes need sys-
tematic analysis and imaginative solutions.
Good practice
The Prisme project of the Henri Tudor Public Research
Centre in Luxembourg has progressively grouped to-
gether a series of innovation services with the aim of en-
couraging the use of information and communication
technologies in SMEs that do not employ ICT specialists.
Based on a developing analysis of SMEs’ needs in this
area, these services first help SME managers to see ICT
applications as part of their business strategy. Subse-
quently they provide training for staff and make avail-
able the expertise of ICT specialists. Working with ICT
suppliers, the centre has also developed innovative so-
lutions that work for SMEs, including teleservices, such
as telemaintenance and the provision online of model
contract conditions, case studies and success stories. In
addition, extranet systems help SMEs network.
Organisation
Centre de Recherche Public Henri Tudor

Report: ‘Prisme — Platform: a set of public
Contact
details
teleservices to help SMEs entering the
information society’ Mr Bruno Cornette
Centre de Recherche Public Henri
Final report of the Helsinki SME forum ‘Rapid Tudor
growth and competitiveness through 6, rue Coudenhove-Kalergi
technology’ L-1359 Luxembourg
Tel. (352) 425 99 11
Fax (352) 43 65 23
Internet: http://www.cordis.lu/lux/src/tudor-en.htm E-mail: [email protected]
32
3
2. Bridging the information
Issue
gap between ICT service
providers and their SME
clients
There is a role for the public authorities in bridging the

information gap between small businesses and ICT
service providers, by defining a reference framework
designed to ensure that SMEs get sound commercial
advice.
Good practice
In the UK, in order to address the problem that ICT
providers and consultants often do not provide impar-
tial and informed advice, a network of skilled ICT busi-
ness advisers has been created, with the support of the
Department of Trade and Industry. SMEs are assured
of the competence and impartiality of these advisers
by an accreditation scheme operated by the Institute
of Management. This scheme requires advisers to
combine knowledge of ICT with that of business
development and to demonstrate a set of appropriate
competencies.
Organisation
Foundation for SME Development, University of Durham

Report: ‘Standards and training/accreditation for
business ICT advisers’
Contact
details
growth and competitiveness through Mr Ted Fuller
technology’ Foundation for SME Development
University of Durham
Mill Hill Lane
Internet: http://www.dur.ac.uk/ted.fuller Durham DH1 3LB
United Kingdom
Tel. (44-191) 374 22 37
Fax (44-191) 374 37 48
33
3
3. New ICT services from
Issue
chambers of commerce
The services offered by traditional support organisa-

tions such as chambers of commerce and industry are
adjusting rapidly to ICT developments.
Good practice
The MediaMit initiative, developed by the DIHT, the
National Association of German Chambers of Com-
merce and Industry in conjunction with the 82 region-
al and local chambers, regional development agen-
cies, financial and media organisations and ICT suppli-
ers, represents a coordinated and global approach to
the promotion of the use of ICT by German SMEs. The
initiative provides a framework for raising awareness
and for promoting simplification and user-orientation.
It also helps the development of SME-tailored training
and the demonstration of visible and tangible best
practice cases. Issues addressed include e-commerce
and online marketing, electronic banking, teleworking
and access to online services and databases. Part of
these services are presented directly in a way that
makes good use of multimedia technologies, but they
are mainly delivered in conjunction with local cham-
bers of Commerce and their partners. In this way local
business support agencies are assisted to update the
services they provide for their clients.
Organisation
Mediamit Promotion

Contact
details
Report: ‘MediaMit — A networking initiative to
transfer new business cooperations and
Dr Jörg Scheinpflug
technology throughout Germany’ MEDIAMIT-Promotion
Final report of the Helsinki SME forum ‘Rapid Gesellschaft für Multimediale
growth and competitiveness through Anwendungen mbh
technology’ Adenauerallee 148
D-53133 Bonn
Internet: http://www.ihk.de Tel. (49-228) 104 16 27
Fax (49-228) 104 16 33
http://www.mediamit.de E-mail: [email protected]
34
3
4. Hiving-off activities from
Issue
an existing enterprise
To hive-off an activity from an existing enterprise is to

create a new business based on an innovative idea,
technology or product that has an identifiable devel-
opment potential but has not yet been exploited com-
mercially. Support agencies can actively promote such
hiving-off activity.
Good practice
The European Business and Innovation Centres in
Wallonia (operating in a network) offer personalised
assistance to any enterprise, laboratory or research
organisation that wishes to exploit a ‘dormant’ project.
A formal agreement specifies the scope of the support
provided.
The assistance consists of the following: an evaluation

of the management skills of the people creating the
new business, putting together a ‘win-win’ partnership
between the original and the new firm, getting a cred-
ible business strategy down on paper (business plan,
strategic analysis, a marketing and finance plan), pro-
viding training in management and assuring access to
finance. More than half the projects result in the cre-
ation of new business activity.
Organisation
Centres Européens d’Entreprise et d’Innovation de
Wallonie

details
Internet: http://www.ceeiwallons.be/ Mme. Alix Housiaux

Socran
http://www.socran.be Parc Scientifique du Sart Tilman
Avenue Pré-Aily
B-4031 Angleur — Liège
Tel. (32-4) 367 83 11
Fax (32-4) 367 83 00
35
3
5. Promoting networking
Issue
among high-technology
firms
Promoting networking among high-technology firms

encourages a ’cross-fertilisation’ and enhances their
efficiency and competitiveness, especially in interna-
tional markets.
Good practice
The ‘Fast-growth fifty’ network in Wales in the UK was
established to help companies, often in different sec-
tors, develop collaborative trade and business links.
The aim was to establish role models that could
encourage other firms in the Welsh economy. The
activities of the network included research into best
practice, mentoring, staff development, and access to
the ideas and expertise of academics and specialists in
the private sector. The initiative is a good example of
partnership between an academic institution (Universi-
ty of Wales Bangor) and the private sector (KPMG, BT
and Trinity Mirror Newspapers) working collaborative-
ly to help develop a regional economy.
Organisation
Centre for Enterprise and Regional Development, Uni-
versity of Wales Bangor

Report: ‘How to support rapid growth within Contact
details
indigenous businesses — the fast-growth fifty
project’ Prof. Dylan Jones-Evans
Final report of the Helsinki SME forum ‘Rapid Centre for Enterprise and Regional
growth and competitiveness through Development
University of Wales Bangor
technology’ Bangor
Gwynedd
Internet: http://www.fg50.com United Kingdom
Tel. (44-1248) 38 38 79
Fax (44-1248) 38 29 40
36
3
6. Linking national technology
Issue
markets
National support for science and technology must be

adapted to take account of the internationalisation of
research and the transnational networking of enter-
prises that exploit it.
Good practice
Fraunhofer is Germany’s leading organisation for
applied research. It brings together 56 separate insti-
tutions that conduct contract research on behalf of
industry, the service sector and the government. Cus-
tomers are provided with rapid, economical and
immediately applicable state-of-the-art solutions to
technical and organisational problems. Playing an
active role in promoting the private sector, the organ-
isation participates in the foundation and ownership of
technology-oriented spin-off companies. Through the
Fraunhofer TEG Fraunhofer provides a special bridge
between research and application by acting as a facili-
tator for the other institutions and bringing together
researchers and enterprises. Fraunhofer TEG has now
extended these operations to other countries and
established a centre in the United Kingdom, where the
TEG’s approach and methodology is used in creating
access to German expertise and finding new applica-
tions for earlier research through UK partners.
Contact
details
Organisation Mr Harald Egner

Deputy Director
Fraunhofer TEG Fraunhofer TEG
Nobelstr. 12
D-70569 Stuttgart
Sources of further information Tel. (49-711) 970 36 00
Fax (49-711) 970 39 99
Report: ‘Linking national technology markets’ E-mail: [email protected]
Final report of the Copenhagen seminar ‘SME
support services in the face of globalisation’ UK Office
c/o PERA International Innovation
Park
Internet: http://www.teg.fhg.de Melton Mowbray
http://www.fhg.de Leicestershire
LE13 OPB
United Kingdom
37
3
7. Dealing with intangibles
Issue
Making intangibles more visible can be a very real
problem for enterprises and especially for some of
those that operate in the most dynamic sectors of the
knowledge economy. Innovative responses are needed
from support agencies to help smaller enterprises
address this problem.
Good practice
The Dutch Ministry of Economic Affairs together with
the organisation of accountants has developed
‘MKBalans (SME accounts) — an interactive instru-
ment that is available over the Internet. Enterprises
can benchmark various aspects of their business activ-
ity, including the value of immaterial factors of pro-
duction, against other companies and against their
own past performance. A report is automatically gen-
erated, which as well as identifying strong and weak
points, helps enterprises to develop their financial
reporting on intangibles and enables them to provide
comparative and hence more substantial data, which
they can use, for instance, when approaching financial
institutions. Moreover, enterprises are offered assis-
tance and advice by the support agency Syntens in
further developing their business performance.
Organisation
The Netherlands Ministry of Economic Affairs,
Royal Netherlands Organisation of Accountants (NIVRA)

Report: ‘The SME account — Discover your hidden
capital’
Contact
details
Final report of the Växjö forum
‘Entrepreneurship for the future’ Mr Pieter Waasdorp
Ministry of Economic Affairs
PO Box 20101
Internet: http://www.mkbalans.ez.nl 2500 EC The Hague
http://www.nivra.nl Netherlands
Tel. (31-70) 379 68 41
Fax (31-70) 379 66 56
38
4
Promoting economic
development
As well as helping individual enterprises to grow, support
organisations are increasingly providing services to groups
of enterprises and even whole sectors of the local economy.
In this way their role is moving closer to that of economic
development agencies, with which they are cooperating
ever more closely. Cooperation includes support for bench-
marking activities, promoting the development of supply-
chain relationships and activity clusters and helping in
responses to the problems of industrial change.
39
4
1. The benchmarking
Issue
of small SMEs
Support agencies can help even small SMEs to under-

take benchmarking exercises and to improve their
competitiveness.
Good practice
Ecipar (Italy) carried out a benchmarking analysis on a
sample of 101 micro-enterprises in two main sectors:
textile-knitwear (47 %) and clothing (53 %) in the dis-
trict of Carpi-Modena. A ‘microscope’ benchmarking
tool was applied within a European Consortium
‘Benchmarking for success’ (UK,B,IRL,DK,S) with scien-
tific and technical support by the London Business
School and IBM Consulting. The tool is based on a
European-wide databank and investigates aspects of
production within a framework which values total
quality, organisation, and corporate culture. The prac-
tice and performance analysis shows the strength and
weakness points of the district companies. Excellence
is mostly found in organisational aspects, e.g. the abil-
ity to manufacture small quantities, flexibility in pro-
duction, and a specific vision of quality and strongly
customer-oriented patterns.
Organisation
Ecipar/CNA of Emilia Romagna, Bologna, Italy

Report: ‘The textile-clothing district in Carpi-Modena
(Italy)’: a benchmarking analysis
Final report of the Athens Seminar on ‘Best
Contact
details
SMEs’
Ms Daniela Magni
Ecipar/CNA of Emilia Romagna
Internet: http://www.ecipar.it V.le Aldo Moro 22
http://www.benchmarking.it I-40127 Bologna
Tel. (39) 51 60 99 94 42
Fax (39) 51 37 57 60
40
4
2. Promoting supply chain
Issue
development
A consensus on methodology is emerging in supply

chain development. SMEs can be helped to achieve a
strategic perception of the trends and developments
in the sectors in which they operate, but they should
also be assured that practical assistance is available to
them to improve their competitive position. This can
often be done in cooperation with other SMEs.
Good practice
Supply chain development projects conducted in the
Netherlands, including the ‘Outsourcing and supply’ ini-
tiative in the region around Twente, carried out by Syn-
tens (the Dutch Network of Innovation Centres) and
TNO strategy, technology and policy and more recent
work in the region of the Hague and Delft, have estab-
lished a pattern. Characteristic phases are apparent: anal-
ysis of the industry or of the supply chain, the launch of
an awareness programme, the bringing together of the
companies (both suppliers and outsourcers), the devel-
opment of solutions either internally in each firm or
through alliances, groupings, associations, etc., and fi-
nally the implementation phase. To assist with the strate-
gic positioning of firms, an analytical tool is used which
highlights the competencies required to fulfil one or
more of a range of different functions within a supply
chain. Once gaps in competencies have been identified,
they are addressed, either by investment and training or
by the development of alliances with other suppliers.
Organisations
TNO Industrial Research, Eindhoven, the Netherlands Contact
details
Syntens, The Hague, the Netherlands
Mr Gert van Duren
Sources of further information TNO Industrial Research
Postbox 6235
Report: ‘Strategic positioning in supply chains; region 5600 HE Eindhoven
Netherlands
The Hague/Delft, the Netherlands’ Tel. (31-40) 265 08 55
Final report of the Athens seminar on ‘Best Fax (31-40) 265 03 05
practices in strategic support services for SMEs’ E-mail: [email protected]
41
4
3. Cooperation and
Issue
coordination in supply
chain development
Supply chain development must be coordinated with

other economic development measures. In particular
there must be good relations and cooperation
between business support organisations, including
across the regions. Agencies specialising in supply
chain development need to integrate their activities
into the provision of general business support services.
Good practice
For a number of years the Regional Supply Offices
(RSOs) in the UK have provided support for enterpris-
es in the development of relationships within the sup-
ply chain. This has consisted both of identifying
opportunities for suppliers and helping them to
improve their competitive performance and of
improving the procurement practices of purchasers.
With the launch of the Small Business Service and the
creation of regional development agencies, their work
is increasingly being integrated into the strategic con-
ception of their region’s development, but also into
the direct delivery of advice services to SMEs through
the business links.
Organisation
Regional Supply Offices (RSOs), United Kingdom

details
Report: ‘Exploiting supply chains to drive up
competitiveness’ Mr Simon Ash
RSN East Office
Final report of the Athens seminar on ‘Best 45 Grosvenor Road
practices in strategic support services for SMEs’ St Albans, Hertfordshire AL1 3AW
United Kingdom
Tel. (44-1727) 81 35 99 or
Internet: The business links: (44-20) 83 40 87 02)
http://www.businesslink.org.uk Fax (44-1727) 81 34 63
Supply chain service: http://www.rsn.org.uk E-mail: [email protected]
42
4
4. Cluster development
Issue
The development of clusters can help SMEs gain and
retain competitive advantage in rapidly changing mar-
kets.
Good practice
The Greek Ministry of Development helped to launch
the Athina cluster of small multimedia publishing com-
panies by encouraging them to develop cooperation
in relation to technical development, marketing and
distribution. The enterprises have now developed a
high degree of synergy in their activities and have suc-
ceeded in improving the quality and design of their
products and gaining an international profile as a
result of combining their different areas of specialisa-
tion.
Organisation
MLS Laserlock International Inc.

Report: ‘A cluster related to multimedia activities’
growth and competitiveness through
technology’
Internet: http://www.laserlock.com
Contact
details
Ms Tatiana Stefou
MLS Laserlock International Inc.
79, 17 Noemvriou Street
GR-54623 Thessaloniki
Tel. (30-31) 90 72 22
Fax (30-31) 93 72 22
43
4
5. Responding to structural
Issue
changes in the regional
economy
Public authorities can play a critical role in initiating a re-

sponse to market and structural changes in the economy,
by bringing outsourcers and suppliers together and en-
couraging a more strategic perception and in creating the
opportunity for suppliers to group together and network.
Good practice
In the Bordeaux area of France, the public authorities,
supported by two specialised groups of consultants,
have helped suppliers to adapt to the changing require-
ments of a large motor manufacturing company. The
action of the authorities was initiated in response to the
threat of a substantial reduction in the number of local
suppliers, but analysis of the situation revealed that
there was considerable scope for the suppliers to react
positively to the situation, by pooling their competen-
cies and experience. Meetings with those concerned
helped a more strategic view to be developed and co-
operation to take place within five different working
groups. Deficiencies in competitive performance (qual-
ity, training needs, etc.) were identified and addressed
by a specialised agency according to an agreed plan.
Improved competitiveness led the SMEs not only to
meet the outsourcer’s requirements, but to exploit new
opportunities for business, involving new partners.
Organisation Contact
details
DRIRE (Direction Régionale de l’Industrie, de la
Recherche et de l’Environnement), Aquitaine Mr Jacques Vanhove
DRIRE (Direction Régionale de
Sources of further information l’Industrie
de la Recherche et de
Report: ‘Regrouping maintenance providing SMEs l’Environnement), Aquitaine
into clusters’ 42 rue du Général de Larminat
F-33035 Bordeaux
Final report of the Athens seminar ‘Best Tel. (33) 556 00 04 97
practices in strategic support services for SMEs’ Fax (33) 556 00 04 98
E-mail:
[email protected]
44
4
6. Supporting the revitalisation
Issue
of traditional industries
The knowledge economy is not just a matter of devel-

oping new knowledge-based industries. Aspects of the
knowledge economy can also help to reverse industrial
decline and revitalise older industries, when brought
into play by the coordinated implementation of support
policies. This gives support agencies an important role.
Good practice
The glass district of Marinha Grande in Portugal has been
revitalised by the concerted efforts of a number of play-
ers. After a number of years of decline, most of the glass-
ware producing enterprises in the region have partici-
pated in an initiative, centred on a public-private partner-
ship, known as Vitrocristal A.C.E., in which weaknesses in
technology, marketing, design and finance have all been
addressed. Vitrocristal conceived and developed this ini-
tiative, establishing the promotion of quality and design
as its defining characteristics. This was achieved by set-
ting standards for the use of a trademark and in delivering
design and quality awareness campaigns and training.
The Portuguese Design Centre cooperated in activities re-
lated to design, including training. With the support of
the Small and Medium Enterprises Institute (Iapmei), the
General Industry Board (DGI), the Investment, Tourism
and Trade Institute (ICEP) and local agencies, other as-
pects of management and finance were addressed with
the result that a new identity has been established, new
markets have been created and the industry’s turnover
Contact
details
has started to increase appreciably.
Jorge Moctezuma
Organisation Vitrocristal A.C.E.
PT-2430 Marinha Grande
Vitrocristal A.C.E. Tel. (351) 244 56 18 60
The Portuguese Design Centre Fax (351) 244 56 18 99
Sources of further information Maria José Nogueira
CPD-Pólo Tecnológico de Lisboa
Report: ‘Design policy in Portugal’ Lote 8
Final report of the Växjö forum PT-1600-485 Lisbon
‘Entrepreneurship for the future’ Tel. (351) 217 12 14 90
Fax (351) 217 16 59 17
Internet: http://www.vitrocristal.pt E-mail: [email protected] or
http://www.cpd.pt [email protected]
45
More information
on the Enterprise DG
Additional useful information on the work of Commissioner
Erkki Liikanen and the Enterprise Directorate-General is
available through printed publications and on the web.
Commissioner Erkki Liikanen, responsible for enterprise

and the information society:
http://europa.eu.int/comm/commissioners/liikanen/index_en.htm
Enterprise DG on the web:

http://europa.eu.int/comm/dgs/enterprise/index_en.htm
CORDIS (Community Research and Development Infor-

mation Service):
http://www.cordis.lu
Enterprise DG work programme:

http://europa.eu.int/comm/dgs/enterprise/
work_programme_2001.htm
Enterprise DG’s printed publications:

http://europa.eu.int/comm/enterprise/library/index.htm
Newsletters
Enterprise Europe is a free-of-charge newsletter published quar-

terly in the 11 Community languages by the Enterprise DG. It
covers the whole range of Enterprise DG’s work, announcing
new initiatives as well as providing practical information:
http://europa.eu.int/comm/enterprise/library/
enterprise-europe/index.htm
CORDIS focus is published twice a month in English, French,

German, Italian and Spanish. It provides a review of the main
developments in all aspects of European Union research and
innovation activities, covering general policy developments,
programme implementation, calls for tenders and results,
events, legislative activities, and much more:
http://www.cordis.lu/focus/en/src/focus.htm
Innovation and Technology Transfer is published six times a

year in English, French, German, Italian and Spanish by the Eu-
ropean Commission's Innovation Programme, which aims to
46
promote innovation at Community level and encourages SME
participation under the fifth research framework programme.
The emphasis is on timely news relevant to these objectives
and in-depth ‘case studies’ of successful projects:
http://www.cordis.lu/itt/itt-en/home.html
Euroabstracts is published six times a year in English by the

‘Innovation and SMEs’ programme, part of the European
Commission's fifth research framework programme. The
‘Innovation and SMEs’ programme promotes innovation
and encourages the participation of small and medium-
sized enterprises in the framework programme:
http://www.cordis.lu/euroabstracts/en/home.html
European Trend Chart on Innovation newsletter. The ‘Trend

Chart’ project develops practical tools for innovation policy-
makers in Europe. It pursues the collection, regular updat-
ing and analysis of information on innovation policies at
national and Community level. The newsletter is published
quarterly in English, French and German. Further reports
and studies are available on the web site:
http://trendchart.cordis.lu/Reports/
Enterprise Papers
Business impact assessment pilot project. Final report —
Lessons learned and the way forward.
Enterprise Papers No 9, 2002.
European Commission. Luxembourg (EUR-OP), 2002.
40 pp. (EN). Cat. No NB-AE-02-002-EN-C
Technology policy in the telecommunication sector —

Market responses and economic impacts.
Heli Koski. Luxembourg (EUR-OP), 2002. 46 pp. (EN). Cat.
No NB-AE-02-001-EN-C
Innovation and competitiveness in European biotech-

nology. Enterprise Papers No 7, 2002.
A. Allansdottir, A. Bonaccorsi, A. Gambardella et al. Luxem-
bourg (EUR-OP), 2002. 112 pp. (EN). Cat.
No NB-40-01-690-EN-C
Assessment criteria for distinguishing between compet-

itive and dominant oligolopies in merger control.
Europe Economics. Luxembourg (EUR-OP), 2001. 164 pp.
(EN). Cat. No NB-40-01-608-EN-C
47
Innovation, technology and risk capital. Enterprise
Papers No 5, 2001.
D. Steinbock. Luxembourg (EUR-OP), 2001. 48 pp. (EN).
Cat. No NB-40-01-339-EN-C
Europe’s position in quality competition. Enterprise

Papers No 4, 2001.
K. Aiginger. Luxembourg (EUR-OP), 2001. 66 pp. (EN). Cat.
No NB-38-01-964-EN-C
External services, structural change and industrial per-

formance. Enterprise Papers No 3, 2001.
M. Peneder, S. Kaniovski, B. Dachs. Luxembourg (EUR-OP),
2001. 36 pp. (EN). Cat. No NB-38-01-956-EN-C
The textile and clothing industry in the EU — A survey.

W. Stengg. Luxembourg (EUR-OP), 2001. 68 pp. (EN). Cat.
No NB-38-01-770-EN-C
Global competitiveness in pharmaceuticals — A Euro-

pean perspective. Enterprise Papers No 1, 2001.
A. Gambardella, L. Orsenigo, F. Pammolli. Luxembourg
(EUR-OP), 2001. 108 pp. (EN). Cat. No NB-37-01-162-EN-C
Innovation Papers
21 University spin-outs in Europe — Overview and good

practice
Luxembourg (EUR-OP), 2002. (EN). Cat. No NB-NA-17-
046-EN-C
20 Assessment of the Community regional innovation

and technology strategies
028-EN-C
19 Corporation tax and Innovation

035-EN-C
18 Innovation and enterprise creation: statistics and

indicators
Luxembourg (EUR-OP), 2001. 300 pp. (EN). Cat. No NB-
NA-17-038-EN-C
48
17 Innovation policy in Europe: European trend chart
on innovation
Luxembourg (EUR-OP), 2001. 52 pp. (DE, EN, FR). Cat. No
NB-NA-17-044-EN-C
16 Innovation policy issues in six candidate countries:

the challenges
NA-17-036-EN-C
15 Guarantee mechanisms for financing innovative

technology
Luxembourg (EUR-OP), 2001. (EN). € 20 Cat. No NB-NA-
17-041-EN-C
14 Interim assessment of the I-TEC pilot project

033-EN-C
13 Training needs of investment analysts

Luxembourg (EUR-OP), 2001. 48 pp. (EN). Cat. No NB-NA-
17-031-EN-C
12 Informal investors and high-tech entrepreneurship

17-030-EN-C
11 Building an innovative economy in Europe

Luxembourg (EUR-OP), 2001. 67 pp. (EN). € 11.50. Cat.
No NB-NA-17-043-EN-C
10 Enforcing small firms’ patent rights

17-032-EN-C
Observatory of European SMEs
European SMEs and Social and Environmental Responsi-

bility. No 4, 2002.
NB-14-01-004-**-C.
Regional Clusters in Europe. No 3, 2002.

NB-14-01-003-**-C.
49
SMEs in Europe, including a first glance at EU candidate
countries. No 2, 2002.
NB-14-01-002-**-C.
Highlights from the 2001 Survey. No 1, 2002.

NB-14-01-001-**-C.
Competitiveness and benchmarking
Good practice in industry-science relations, benchmark-

ing papers No 5, 2002.
Luxembourg (EUR-OP), 2002. 46 pp. (EN). € 7.50. Cat. No
NB-43-02-939-EN-C
European competitiveness report 2002.

Luxembourg (EUR-OP), 2002. 126 pp. (EN). € 14. Cat. No
NB-AK-02-001-EN-C
European competitiveness report 2001.

NB-39-01-110-EN-C
A pocket book of enterprise policy indicators. 2001 edi-

tion.
Luxembourg, 2002. 29 pp. (EN). Cat. No NB-41-01-649-
EN-C
Competitiveness, innovation and enterprise perfor-

mance. A selection of graphs and tables from the compet-
itiveness report, the innovation scoreboard and the enter-
prise scoreboard.
Brussels: Enterprise DG, 2001. 104 pp. (EN).
Reports, studies, etc.
The e-Economy in Europe: Its potential impact on EU

enterprises and policies, Brussels, 1 and 2 March 2001.
Luxembourg (EUR-OP), 2001. 47 pp. (EN). Cat. No NB-35-
01-053-EN-C
Creating an entrepreneurial Europe. The activities of

the European Union for small and medium-sized enter-
prises (SMEs) — 2000 edition.
Luxembourg (EUR-OP), 2001. 150 pp. (all Community lan-
guages). Cat. No NB-27-00-992-**-C
50
The intangible economy: impact and policy issues.
NB-31-00-772-EN-C
Implementation report on the action plan to promote

entrepreneurship and competitiveness.
Industrial aspects of the information society: business

networks and the knowledge-driven economy: an
empirical study carried out in Europe and Canada.
CO-25-99-253-EN-C
Methodologies for benchmarking framework condi-

tions.
00-780-EN-C
The role of information and communications technolo-

gies in growth and competitiveness. Luxembourg (Eur-
Op), 2000. 17 pp. (EN). Cat. No CO-26-99-449-EN-C
Enterprise Guides
Helping businesses overcome financial difficulties: A
guide on good practices and principles.
Recreational craft directive and comments to the direc-

tive combined. A guide to the application of Directive
94/25/EC of 16 June 1994 on the approximation of the
laws, regulations and administrative provisions of the Mem-
ber States relating to recreational craft.
19-98-334-EN-C
ATEX guidelines. Guidelines on the application of Directive

94/9/EC of 23 March 1994 on the approximation of the laws
of the Member States concerning equipment and protective
systems intended for use in potentially explosive atmospheres.
Luxembourg (EUR-OP), 2001. 118 pp. (DE, EN, FR). Cat.
No NB-33-00-582-**-C
51
Helping businesses start up: A ‘good practice guide’ for
business support organisations.
guages). Cat. No CT-25-99-980-**-C
Guide to the implementation of directives based on the

new approach and the global approach.
Luxembourg (EUR-OP), 2000. 112 pp. (DE, EN, FR). Cat.
No CO-22-99-014-**-C
Electrical and mechanical engineering directory, 2000

edition.
Luxembourg (EUR-OP), 2000. 133 pp. (EN). Cat. No CO-
24-99-275-EN-C
Useful facts in relation to the personal protective equip-

ment (PPE) Directive 89/686/EEC.
21-99-020-EN-C
Machinery: useful facts in relation to Directive

98/37/EC.
20-99-866-EN-C
Pharmaceuticals in the European Union.

00-059-EN-C
Cosmetlex: The rules governing cosmetic products in

the European Union.
Luxembourg (EUR-OP), 2000, 3 vols (EN). Vol. 1: Cosmet-
ics legislation, 74 pp., € 14.50; Vol. 2: Methods of analysis,
187 pp. € 31; Vol. 3: Guidelines, 84 pp., € 16.
Vol. 1 Cat. No NB-26-99-958-EN-C Vol. 2 NB-26-99-966-
EN-C Vol. 3 NB-26-99-974-EN-C
Eudralex: The rules governing medicinal products in the

European Union.
Luxembourg (EUR-OP), 1998 –, (ES, DE, EN, FR, IT), priced.
Medicinal products for human use, Vols 1, 2a, 2b, 3

Medicinal products for human and veterinary use, Vol. 4
Veterinary medicinal practice, Vols 5, 6a, 6b, 7a, 7b (8 and
9 not yet published).
On-line version: pharmacos.eudra.org/F2/eudralex/index.htm
52
Contact:
European Commission, Directorate-General for Enterprise,
Information and Communication Unit,
Documentation Centre, SC15-00/51
B-1049 Brussels
Fax (32-2) 29-69930
Internet: http://europa.eu.int/comm/enterprise/mailbox/
request_form_en.htm
European Commission, Directorate-General for Enterprise,

Innovation Directorate, Communication and Awareness Unit,
EUFO 2295, L-2920 Luxembourg
Fax (352) 4301-32084
Publications for sale are distributed by the Office for Official

Publications of the European Communities (Pubblications
Office), through a network of sales agents. The most up-to-date
list can be found at http://eur-op.eu.int/index.htm.
53
European Commission
Helping businesses grow — A ‘good practice guide’ for business support
organisations
Luxembourg: Office for Official Publications of the European Communities
2002 — 53 pp. — 16.2 x 22.9 cm
ISBN 92-894-3142-3

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Disclaimer

A great deal of additional information on the European Union is available on the

A dynamic economy needs new inputs in the form of new

At the Lisbon European Council in March 2000, Europe’s

Achieving this objective requires many changes and

Business support organisations have a vital role. If they pro-

There are some very good support services to be found in

In publishing this sequel to our earlier publication ‘Helping

The European Union is increasingly making use of best prac-

(1) Text available at:

A ‘good practice guide’

The changing nature

Helping enterprises to develop their business activities, par-

There is evidence that good business support can make a

The European charter for small enterprises, endorsed by the

In the last few years, business support organisations across

These changes are being driven by major economic and

But importantly, changes in support services are also being

The European Commission, along with the Member State

In the earliest phase of the work, there was a concentration

A forum in Baden near Vienna in September 1998 launched

■ the impact of the Internet (Paris, January 1999)

■ support services in the face of globalisation (Copen-

■ more strategic conceptions both of business and of sup-

More recently in March 2001, reactions to the wider

Reports on all these events are to be found on the Com-

Summaries (in English) of individual cases presented at

The cases of good practice highlighted in this brochure aim

The issues identified

It was apparent at an early stage in the work on identifying

None the less as work progressed, it also became clear that

As this picture emerged it was supplemented by fascinating

(6) Commission Staff Working Paper ‘Creating top-class business support

The examples of good practice presented below illustrate how

Clearly though, with the major changes taking place in the

Finally, support organisations are increasingly seeing their

The cases set out in this publication are deliberately pre-

Developing support services to provide real help for grow-

The next step is to ensure that enterprise development can

Finally, effective support of growing enterprises increasing-

The following examples from across Europe illustrate in

Developing the core services

At the same time there are clearly important advances tak-

Sources of further information

Internet: http://www.enterprise-ireland.com Ms Lisa Vaughan

Upgrading management capacity has to be continued

Sources of further information Contact

A comprehensive provision of support does not mean

Sources of further information

A coherent restructuring of support agencies can

In the knowledge economy, business intelligence is

Good information has to be delivered effectively and

Sources of further information

Internet: http://www.smelink.se Contact

The importance of design has long been acknowl-

At ‘Business link Essex’, for instance, design manage-

Sources of further information

Mrs Sally Brazier

Building up top-class business

The Swedish Agency, ALMI Business Partner Ltd, and