DESIGN AUDITMODULE BY : PROF. SHASHANK MEHTA

PRESENTATION BY

Eeshan Kumar SahaJagdish KolheJyotika BindraNikita IyerVikram Borar

METHODOLOGY

Finalizing a organization to

conduct design audit¬

Approaching them for

allowing us to conduct the

audit¬

Understanding the organization

through secondary research

Conducting In Depth

Interviews

Developing business proposals

Prioritizing problemsidentified

Categorization of Problems

Identified

Providing recommendations

for selected problems

Brainstorming on charts to

understand holistic view of the organization

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:

SERVICE SECTORMANUFACTURING SECTOR

DOES NOT EXCEED Rs. 25 LAKH MICRO ENTERPRISE

CATEGORYINVESTMENT

MORE THAN Rs. 25 LAKH DOES NOT EXCEED Rs. 5 CRORE

SMALL ENTERPRISE

MORE THAN Rs. 5 CRORE DOES NOT EXCEED Rs. 10 CRORE

MEDIUM ENTERPRISE

DOES NOT EXCEED Rs. 10 LAKH MICRO ENTERPRISE

CATEGORYINVESTMENT

MORE THAN Rs. 10 LAKH DOES NOT EXCEED Rs. 2 CRORE

SMALL ENTERPRISE

MORE THAN Rs. 2 CRORE DOES NOT EXCEED Rs. 5 CRORE

MEDIUM ENTERPRISE

IMPORTANCE OF MSMECreates employmentSource of investment and revenueOutlets for talents of enterprising peopleCatalyze innovations and dynamismStimulate personal savingsPromotes community stabilityLess harm to the environment than in rural large companiesRaise level of people participation in the economyVital engine of economyEarn foreign exchangeStimulated growth areasExpand domestic markets/penetrate non-traditional markets

CRITICAL NEEDS OF MSMEAppropriate 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

MSME

Increasing Sales

PromotingInvestments

Generating Jobs

TRAINING

FINANCE

ADVOCACY

MARKETING

PRODUCTDEVELOPMENTTECHNOLOGY

LARGEENTERPRISES

THE ECONOMY

MSME

MSME MINISTRYOffice 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.,

WHY WAS IT FORMED?

To move the econom ahead the need was realized to move it from the baseenterprises.

MICRO SMALL AND MEDIUM ENTERPRISE MINISTRYVISION

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 MINISTRYMISSION

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 ORGANIZATIONSIN THE WORLDUSA

CRITICAL ACTIVITIES:

Access to Capital:SBA provides small businesses with an array of financing options in microlending and equity investment capital.

Entrepreneurial Development: SBA provides free individual face-to-face, and internet counseling, education, information,technical Assistance & training for small businesses and nascent entrepreneurs.

Government Contracting:SBA gives preferences to small agencies to reach the statutory goal of 23 percent in all subcontracting procurement opportunities, outreach programs, and training.

.OBJECTIVE:

The U.S. Small Business Administration (SBA) was created to aid, counsel, assist and protect the interests of small business concerns :

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 options around export financing and determine if surety bonds are ideal for your situation.

Loan ProgramsProviding Venture CapitalIssuing Surety BondsExport Financing Options

SIMILAR ORGANIZATIONSIN THE WORLDKENYA

OBJECTIVE:

Promote growth and competitiveness of MSMIs and encourage standardization in production process.

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

CRITICAL ACTIVITIES:

Coordinate activities of the zonal industrial development offices

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

HOW DO THEY DO IT?

Promotion of sub-contracting opportunities

Capacity building on technology upgrading

Value addition, Marketing, Branding, packaging and Business plan training

ORGANIZATION STRUCTURE

DEVELOPMENTCOMISSIONER

MICRO, SMALL & MEDIUM ENTERPRISE

PROMOTIONAL TESTING INSTITUTE

AUTONOMOUSBODIES

HAND TOOL DESIGNDEVELOPMENT &TRAINING CENTRE

MICRO, SMALL & MEDIUM ENTERPRISES

TESTING CENTRE

MICRO, SMALL &MEDIUM ENTERPRISES

DEVELOPMENT INSTITUTE

MICRO, SMALL &MEDIUM ENTERPRISE

TOOL ROOMCENTRE FORFOOTWEAR

TRAINING INSTITUTE

MSME - TECHNOLOGYDEVELOPMENT

CENTRE

MSME - TECHNOLOGY

TESTING STATION

BRANCH : MSME- DEVELOPMENT

INSTITUTE

MSME - DC (DEVELOPMENT COMISSIONER)

30

282 10 6

OPPORTUNITY IN THE ORGANIZATIONAL STRUCTURE

GAPS :

Centralized decision making

Few rights levied to the developement institutes

Delay in passing down of responsibilities

Delay in conducting of programs

Setting of unrealistic targets

Lack of integration of sister organizations

RECOMMENDATIONS and IMPACT:

Delegation of authority to the Development Institute - Motivation and faster decision making

Monthly follow up from the Ministry on progress and benefits from program - Setting realistic targets

Interaction sessions - sister organizations work well with each other

MSME - DI AHMEDABAD VISIONEnhance 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

FOR POTENTIAL ENTREPRENEURS Appropriate adoption of EDP Model

Joint screening and selection of candidates

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

FOR EXISTING ENTREPRENEURS Working closely with Industry Associations, State Government bodies and other stakeholders in developing existing enterprises on cluster mode

The focus of intervention will be on providing appropriate Business Development and other facilitating services (BDS)

Leveraging the IT advantage (Internet, Email, Video Conferencing, E-governance etc.) for providing effective service

Organising need based Seminars andWorkshops to create awareness and to update knowledge

FOR SKILL DEVELOPMENT PROGRAMS Organise need based technical and soft skill up gradation programmes regularly

To provide information

To train larger number of people in a short span of time

MSME - DIAHMEDABAD MISSION

GAPS IN MISSION

No monitoring of Programs since they run on the basis of sincerity and trust on contract based delegations

Slackness in communication about programs to respective Department heads by Centre

Absence of monitoring and controlling quality of programs

Lack of motivation/funds to upgrade obsolete machinery

Absence of quality inputs due to low salaries provided to trainers

MSME - DIAHMEDABAD MISSION

No motivation for State Departments due to lack of decision making authority

Delay in Processing of funds by the Central Government due to change in positions of higher authorities

Delay in following of schedule planned by Centre for State

Confined to work under decisions taken by the Central Government

CLIENTS

POTENTIAL ENTREPRENEURS

EXISTING ENTREPRENEURS

EMPLOYEES OF EXISTING ENTREPRENEURS

NEEDS

NEEDS

To learn Land Procurement & Leasing InfoTo get Recommendation GuaranteeTo get IPR AssistanceTo learn how to market their productsTo build a Business PlanTo build a Project ProfileTo get assistance on Legal FormalitiesTo know Market PotentialTo run a Business based on a regionTo learn Infrastructure buildingTo know about investmentsTo get access to database of Vendors, Investors, Latest Technology

To learn about government benefitsTo receive IPR AssistanceTo receive Technological AssistanceTo procure Marketing ServiceTo receive assistance on Legal FormalitiesTo learn about VendorsTo learn about Market Potential To arrange for training for Employees

OTHER SOURCES FROM WHERE CLIENTS ACCESS INFORMATION

CLIENTS

PROBLEMS IN GETTING INFORMATION FROM THESE SOURCESAuthenticity of data Very Expensive - Private Consultants and ExpertsConsultants do not inform about government benefitsInfluence of family and friendsDo not get a holistic pictureNo subsidies receivedInternet and online data may be not latest

Family and FriendsPeople from same business backgroundPrivate consultantsOnline Database PortalsInternet BrowsingInvestors and BanksExperts

REASONS WHY A CLIENT WOULD CHOOSE MSME - DI

PROBLEMS IN GETTING INFORMATION FROM THESE RESOURCESTedious ProcessTime consuming process Multiple steps involved Varied departmentsLack of faith in GovernmentAbsence of constant updatesNo Feedback

CLIENTS

It is free/less expensiveImmediate connections to connect toHelps getting government incentives and subsidiesImprovement in current businessProvides information on various businessesGet holistic pictureSeeker of information can be a beginner and not necessarily learnedHelps in getting exposureExtension of business

All DICsIncubation Cell at NID, IIMA, SVNIT, Loyola CollegeIndustrial Corporation Office, Gandhinagar, Advisory BoardRBI, AhmedabadDena Bank, AhmedabadBIS, AhmedabadNABARD, AhmedabadGuidance Committee on DRIPGujarat Scheduled Caste Development Corpn., GandhinagarGujarat State Social Meeting Welfare Board,AhmedabadExport Inspection Committee on Quality Complaints Agency, Ahmedabad 52D & NH , Daman & Diu SC/ST, Other Backward Classes & Minorities Financial & Development Corpn. Ltd., SilvassaConfederation of Indian Industry, Ahmedabad

MSME - DI AHMEDABAD STAKEHOLDERSCLIENTSTRAINERSSISTER ORGANIZATIONS

FoodHosieryNon CivilMechanicalSurface CoatingGlass and CeramicsElectricalElectronicsStatisticalLeather

MSME - DIAHMEDABADDEPARTMENTS IN MSME - DI

THE MSME DI AHMEDABAD CATERS TO NEEDS OF FOLLOWING AREAS

Pharmaceutical Industry at Ahmedabad/BarodaDyestuff & Dye Intermediate Industry at AhmedabadBrass Parts Industry at JamnagarDiesel Engine Industry at RajkotShip Breaking Units at Alang, BhavnagarCeramic Units at Thangadh & SurendranagarWall Clock and Wall/Floor Tiles Industries at Morbi, RajkotTextiles & Jari industry at SuratElectrical Porcelain Industry at SurendranagarRefractory Industry at Wankaner, RajkotCrockery Industry at HimatnagarStone Processing Industry at Ambaji, BanaskanthaOil Mills at Rajkot & GondalSpectacle Frames & Lenses at Baroda

Re-rolling Mills at BhavnagarSalt & Salt Based Industries at BhavnagarFerrous Foundry Industry at Rajkot & AhmedabadDiamond Industry at SuratIsabgul Industry at UnjhaMachine Tool industry at RajkotMetallic Utensils at AhmedabadTextile Machinery parts at AhmedabadWeights & Measures at SavarkundlaEngineering Industry at Makarpura, VadodaraS.S. Re-Rolling Mills at Ahmedabad

MSME - DIAHMEDABADINDUSTRIES UNDER THEM

HOW TO REACH MSME DI

PROBLEMS

Contacts and accessibility to various departments Absence of a MSME helpline

Absence of signage

Absence of prompt marketing

PA of Director Depending on the Subject Call Transfer

Email to Director He Marks it to therespective Department

Sends Mail

Gate Reception Entry in register Sends accordingto whom to meet

Gets information People,book,website)

Visits Sisterorganization/Satisfied

Leaves

CALL

EMAIL

VISIT

POTENTIALENTREPRENEUR

TASK FLOW

1 2 3 4 5 6 7 8 9

NEED : Help in setting up of a business

SOURCE OF INFORMATION : Private consultants

AWARENESS : Word of mouth publicity

REASON TO CHOOSE : It is free/less expensive, Get holistic picture

MSME DEPARTMENT APPROACHED : Pharmaceutical Industry at Ahmedabad/Baroda

REACHING MSME DI : Client visits MSME DI office

ASSISTANCE: General information of business overview by Department head by discussion

PROGRAMS: EDP, MDP

FEEDBACK/ FOLLOW UP: Client leaves with information about his business/Dissatisfied

ENTREPRENEUR

TASK FLOW

1 2 3 4 5 6 7 8 9

NEED : To know about Vendors, To know about Market Potential so that he can expand the business

SOURCE OF INFORMATION : People from same business background, Investors and Banks, Online Database Portals, Internet Browsing

AWARENESS : Website, Advertisement in local newspaper

REASON TO CHOOSE : Immediate connections to connect to, Helps getting government incentives and subsidies, Improvement in current business, Helps in getting exposure

MSME DEPARTMENT APPROACHED : Textiles & Jari industry at Surat

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.

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

PROGRAMS: VDP, MDP

FEEDBACK/ FOLLOW UP: Client satisfied/dissatisfied with information

MSME - DIAHMEDABADOFFICE LAYOUT

Reception

Books

KIOSKMACHINE

Clerk

Entrance

DirectorLift

Toile

t

PANTRY

MSME CENTRAL GOVERNMENTEMPLOYEES

SERVERROOM

STO

RE

STO

RE

Toilet

ASS.DIRECTOR

ASS.DIRECTOR

ASS.DIRECTOR

ASS.DIRECTOR

ASS.DIRECTOR

ASS.DIRECTOR

ASS.DIRECTOR

ASS.DIRECTOR

P.A DIRECTOR

WATERCOOLER

CLIENT VISITS OFFICEUses 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 - DIAHMEDABADPROPOSED LAYOUT

ReceptionKIOSKMACHINE

Clerk

LIBRARY

Entrance

DirectorLift

Toile

t

PANTRY

MSME CENTRAL GOVERNMENTEMPLOYEES

SERVERROOM

STO

RE

STO

RE

Toilet

ASS.DIRECTOR

ASS.DIRECTOR

ASS.DIRECTOR

ASS.DIRECTOR

ASS.DIRECTOR

ASS.DIRECTOR

ASS.DIRECTOR

ASS.DIRECTOR

P.A DIRECTOR

WATERCOOLER

INFORMATIONDISSEMINATIONPEOPLE 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 youtubehttp://www.designclinicsmsme.org/empanelment-media-reports/media-communication

Msme tweet http://news.ahmedabadbreakingnews.com/topics/msme

http://www.indianexpress.com/news/msme-board-suggests-reforms-in-six-industries/967698/?utm_source=dlvr.it&utm_medium=twitter

Msme on justdialhttp://www.justdial.com/National-Search/Igtr-Msme-Di-Cad-Cam-Training-Centre

Msme on Websitehttp://www.msmediahmedabad.gov.in/services.html-

FOR SKILL DEVELOPMENT PROGRAMS Organise need based technical and soft skill up gradation programmes regularly

To provide information

To train larger number of people in a short span of time

INFORMATIONDISEMINATIONRECOMMENDATIONS:

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

INFRASTRUCTURETotal 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

SUGGESTIONSINFRASTRUCTUREAdopting 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

SERVICESAssistance/Consultancy to Prospective EntrepreneursAssistance/Consultancy rendered to existing unitsPreparation of State Industrial ProfilesPreparation/ Updating of District Industrial Potential SurveysProject ProfilesEntrepreneurship Development ProgramsMotivational CampaignsProduction IndexManagement Development ProgramsSkill Development ProgramsEnergy ConservationPollution ControlQuality Control & Up gradationExport PromotionAncillary DevelopmentCommon Facility Workshop/LabPreparation of Directory of Specific IndustryIntensive Technical AssistanceCoordination with DICsLinkage with State Govt. FunctionariesMarket SurveysOther 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

PROGRAMSEntrepreneurship Development Programmes

Management Development Programmes

Information Technology Training

Sub-contracting Exchange

Vendor Development Programme

Central Govt. Stores Purchase Programme

Export Promotion Programme

Micro & Small Enterprises Cluster Development Programme

GAPS:

Only 25% of programs are effective out of those conducted

Varied interested levels of department heads to upgrade expertise in domain knowledge

CATEGORIZATIONOF GAP AREASPLANNING

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

CATEGORIZATIONOF GAP AREASQUALITY 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

CATEGORIZATIONOF GAP AREASATTITUDE

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.

CATEGORIZATIONOF GAP AREASINFORMATION 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

CATEGORIZATIONOF GAP AREASWORK 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

CATEGORIZATIONOF GAP AREASINFRASTRUCTURAL 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

CATEGORIZATIONOF GAP AREASSERVICE 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 1information through the MSME website

REQUIREMENT:

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.

GAP:

The current website design is vey cluttered and does not provide information to the users easily since its information flow is com-plicated. It is very difficult to access data from the website which comprises of huge amount of information. To make visitors achieve their needs it is important to rede-sign the website.

OPPORTUNITY:

Redefining of Information Architecture of website and consultation on Web Page Layouts

ROLE:

Being management students we understand user requirements and can help in preparing an interface navigation and information architecture for the website. This will help dissemination of information in an efficient manner by increasing awareness, visibility, accessibility and relevance of the information delivered to the users. Being design professionals we also understand relevance of layouts and color palettes while delivering information

DELIVERABLES:

Information ArchitectureColor Palette to be usedBasic Wireframe on layoutsRevamping of ContentResearch 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

PROPOSAL 2Standardization and Improvisation of User Experience at MSME DI Ahmedabad office

REQUIREMENT:

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.

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 consum-ing. 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 pro-cesses of the organization.

OPPORTUNITY:

Standardizing of processes in the office when a visitor arrives.

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.

DELIVERABLES:

Standards of navigating a visitorStandards of communication with the clientStandards of how the services shall be offeredStandards of quality of serviceStandards of hospitalityStandards of ambiance to make the visitor comfortable A report on how these standards can be implementedBuyer Vendor Database System

PROPOSAL 3and Resource Management

REQUIREMENT:

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.

GAP:

Currently the funds allocated are merely sufficient for the programs and are exhausted by the time technology up grada-tion needs are tackled. Due to decision-making 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.

OPPORTUNITY:

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.

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.

DELIVERABLES:

Project Management SystemsForums for industry requirementsReport on current analysis of resourcesPerformance appraisal systemBuilding a system for fortnightly meetings and interaction sessions

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.

CATEGORIZATIONOF GAP AREASORGAINIZATIONAL 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

CATEGORIZATIONOF GAP AREASPRESENCE

Absence of signage indicating whereabouts of the DI office

No reachability due to absence of large scale advertising

CATEGORIZATIONOF GAP AREASCLIENT 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

THANK YOU