SBDC Program Overview

1
Agenda

• SBDC Program Overview
• Investor Relations Marketing
• Strategic Plan
• Consulting Policies Procedures
• Knowledge Management
• Professional Development
• Educational Programming Policies Procedures
• Welcome Reception

2
Agenda

• Technology Commercialization Services
• International Business Services
• Product Development Center
• Government Marketing Services
• Environmental Management Services

3
Mission
To grow the economy of Pennsylvania by providing
entrepreneurs with the education, information and
tools necessary to build successful businesses.
4
Program History

• Began in 1977 as a pilot program in 7 states
• Federal legislation establishing the program
  signed into law in 1980
• Pennsylvania SBDC system established in 1980 with
  7 centers
• Today, there are 16 SBDCs with over 100 outreach
  offices and consulting sites that serve the
  entire state

5
Service Areas
Gannon University
University of Scranton
Lock Haven University
Clarion University
Wilkes University
Penn State University
Indiana University
Bucknell University
Duquesne University
Lehigh University
University of Pittsburgh
Temple University
St. Francis University
Kutztown University
St. Vincent College
Wharton School
6
Overview

• The Pennsylvania SBDCs play a unique and vital
  role in the Commonwealths economic development
  initiatives as the only statewide organization
  that
• works with entrepreneurs in all stages of
  business from pre-venture to start-up to growth
  to reinvention
• offers a comprehensive portfolio of business
  assistance services
• works with companies in all industry sectors
• has access to the expertise and resources of some
  of the best universities in the world
• is accredited as mandated by Congress
• is part of a national network of over 1,100
  centers

7
Service Philosophy
The SBDCs help build the management capacity of
entrepreneurs and small business owners through
providing education, guidance, feedback,
information and technical assistance. Clients are
expected to participate fully in the process and
do the bulk of the work.
8
Output
2005 Service Summary
Entrepreneurs Consulted14,140 Total
Hours of Consulting Provided.148,087 Training
Workshops, Seminars Courses1,119 Training
Event Attendees21,345 Client Obtained
Financing..189,607,925 Individuals
Obtaining Information 764,467
9
Output
The Pennsylvania SBDCs are the largest provider
of entrepreneurial assistance in the Commonwealth.
10
Outcome
The annual increase in sales of SBDC clients will
be 1 billion per year as a result of receiving
SBDC assistance.
11
QualityInnovationIntegrityImpact
Program Values
12
Quality

• Center Reviews Semi-Annual State Directors
  Review and quadrennial Peer Review
• Consulting Engagement Evaluations
• Annual Impact Study
• ASBDC Accreditation
• Center Quality Control Programs
• Benchmarking
• Professional Development Program

13
Program Innovations

• Product Development Center
• Peer Review Program
• WISE Program
• Technology Commercialization Assistance Program
• Environmental Management Assistance Program
• Annual Client Exposition in the State Capitol
• Investor Education Program
• Family Business Awards Program
• Franchising 101
• Mid-Atlantic Business Conference for Science and
  Technology
• The First Step Course and Courses for New
  Businesses
• Engagement Based Consulting Process

14
Impact
A New Business is Opened every 2 hours and 36
minutes by SBDC clients A New Job is Created
every 1 hour and 1 minute by SBDC
clients 100,000 in new sales is made every 59
minutes by SBDC clients
15
State Directors Office Responsibilities

• Leadership in Policy and Strategy Development
• Program Development and Management
• Quality Assurance
• Professional Development
• Marketing
• Resource Development
• Contract Management

16
Investor Relations Marketing
SBDC Program Partners
The SBDCs are funded by the Commonwealth
of Pennsylvania, the U.S. Small Business
Administration, the private sector and the
host institutions. This support enables
consulting services to be provided at no charge
to the client.
17
Investor Relations Marketing
SBDC Program Partners
18
Investor Relations Marketing
SBDC Program Investors

• State and Federal Legislators and host
  institutions are investors in the SBDC program.
• It is important to notify investors of the return
  on their investment in the SBDC program.

19
Investor Relations Marketing
It is the responsibility of ALL staff of the
Pennsylvania Small Business Development Center
program to assist in educating the programs
investors on the return on their investment in
the program.
20
Investor Relations Marketing

• GOALS
• Educate the business community, potential
  clients, stakeholders and other key
  constituencies that the SBDCs provide a full
  range of high-quality services to businesses in
  all stages of development and in all industries
  that have a positive impact.
• Increased perceived value to the host
  institutions of their sponsorship of the SBDC.

21
Investor Relations Marketing

• GOALS
• Secure an 8 million state appropriation for the
  program.
• Motivate congressional delegation to appropriate
  110 million in funding for the national SBDC in
  FY 2007.
• Involve clients in the political process.

22
Investor Relations Marketing
Political Power

• Money
• Professional Lobbyists
• Grassroots Action

23
Investor Relations Marketing

• SBDC Political Power Clients
• Eligible voters
• Have a stake in society
• Contribute to the economy
• Employ people
• Employees share owners interests
• Retain population
• Source of campaign funds

24
Investor Relations Marketing

• SBDC Political Power Services
• Source of Information
• Services for Constituents
• Visibility Opportunities

25
Investor Relations Marketing
ALWAYS Remain Non-Partisan!
26
Investor Relations Marketing

• Actions
• 10 of all clients write support letters
• Meeting with legislators - semi-annually
• Client Success Stories
• Encourage clients to register to vote and
  participate in civic life

27
Investor Relations Marketing
12th Annual SBDC Client Exposition Tuesday,
April 25, 2006 800 a.m. 200 p.m. State
Capitol - East Wing Rotunda
28
Client Exposition
SBDC Client Exposition
29
Investor Relations Marketing

• SBDC Value to Host Institutions
• Student Involvement
• Community Visibility
• Research Opportunities

30
Investor Relations Marketing

• SBDC Advisor
• Published 3 times a year
• Need client success stories and educational
  events to profile

31
Investor Relations Marketing

• Branding
• A cohesive brand helps current and potential
  clients understand the SBDC program and the scope
  of its products and services.
• A consistent brand, position and messages will
  enable the SBDC program to build common materials
  and tools which can be used by all centers,
  saving time and money.

32
Investor Relations Marketing

• Branding
• A strong brand will enable the SBDC program to
  position itself more clearly in the minds of its
  audiences clients, funders, employees, host
  administrators, media, partners and network
  employees.
• A well conceived and consistently implemented
  brand will reflect positively on the
  professionalism and competency of the SBDC
  program.

33
Investor Relations Marketing

• Branding
• A strong brand structure and guidelines will help
  maintain continuity as staff and the organization
  change over time.

34
Investor Relations Marketing

• Branding Signature Elements

Signature/Logo
An accredited affiliate of the national network
of Small Business Development Centers.
35
Investor Relations Marketing

• Branding Signature Elements

Logotype
Signature/Logo
An accredited affiliate of the national network
of Small Business Development Centers.
36
Investor Relations Marketing

• Branding Signature Elements

Logotype
Signature/Logo
Name
An accredited affiliate of the national network
of Small Business Development Centers.
37
Investor Relations Marketing

• Branding Signature Elements

Logotype
Signature/Logo
Name
Position Statement or Tagline
An accredited affiliate of the national network
of Small Business Development Centers.
38
Investor Relations Marketing

• Branding Signature Elements

Logotype
Signature/Logo
Name
Position Statement or Tagline
An accredited affiliate of the national network
of Small Business Development Centers.
Relationship Line
39
Investor Relations Marketing

• Pennsylvania SBDC Website
• Primary Marketing Tool
• Educational programs listing
• Opportunities for client exposure
• Resources, Tools and Information

40
Strategic Plan
Mission
To grow the economy of Pennsylvania by providing
entrepreneurs with the education, information and
tools necessary to build successful businesses.
41
Strategic Plan
Goals
The first two goals focus on developing new
programs to help clients grow their businesses
and goals 3-6 focus on enhancing current
operations and improving efficiency.
42
Strategic Plan
Goal 1
Continue to provide services to clients in all
industries, including service, retail and
manufacturing, and develop new programs to meet
the evolving needs of clients and to support the
economic development initiatives of the
Commonwealth of Pennsylvania and the federal
government.
43
Strategic Plan
Goal 1 - Objectives

• Provide clients with the education, information
  and tools necessary to successfully manage their
  businesses through the transitions associated
  with start-up, established and high-growth
  stages.
• Adjust services to help entrepreneurs and
  companies respond to changing economic
  conditions.

44
Strategic Plan
Goal 1 - Objectives

• Introduce host institutions to Keystone
  Innovation Zone opportunities and provide them
  with support necessary to capitalize on them.
• Develop and enhance outreach, services, and tools
  to serve unique populations including
  historically disadvantaged, veteran, and women
  entrepreneurs.
• Expand services to provide start-ups with
  assistance on tax compliance issues.

45
Strategic Plan
Goal 1 - Objectives

• Expand services to help entrepreneurs develop new
  products and find new markets for their products
  and services.
• Partner with other organizations to provide
  services to contribute to the vitality and growth
  of business districts.
• Partner with vocational and technical schools to
  expand access to information and training on the
  mechanics of starting a successful business.
• Support the continuing operation of successful
  Pennsylvania businesses by helping them to
  prepare for transitions in ownership and/or
  management.

46
Strategic Plan
Goal 2
Expand its expertise for assisting agri-business,
travel and tourism, and homeland security
entrepreneurs statewide. It also will expand its
expertise for assisting other targeted industry
segments on a regional basis.
47
Strategic Plan
Goal 2 - Objectives

• Expand expertise and services to address the
  needs of companies in these industry sectors
  through hiring, resource acquisition,
  professional development and strategic
  partnerships.
• Identify regional industry clusters and propose
  new methods to meet the needs of those clusters.
• Develop programs, train consultants, and be
  prepared to deliver services in the event of
  national, regional or local disasters.

48
Strategic Plan
Goal 3
Position itself as the premier statewide network
providing entrepreneurs with the education,
information and tools they need to successfully
build their businesses.
49
Strategic Plan
Goal 3 - Objectives

• Improve marketing throughout the network to unify
  all efforts to communicate a consistent message
  to constituents.
• Improve marketing to referral sources emphasizing
  SBDC services for established and high-growth
  companies and for firms in the agri-business,
  travel and tourism and homeland defense
  industries.
• Improve communications with Congress, the
  Pennsylvania General Assembly, the state and
  federal executive branches, and key stakeholders
  to position the SBDCs as a valuable resource for
  entrepreneurial assistance.

50
Strategic Plan
Goal 4
Enhance its service to clients by launching a
statewide, fully operational knowledge management
infrastructure.
51
Strategic Plan
Goal 5
Secure new and additional revenue and resources
in order to fulfill its mission and achieve its
vision of the future.
52
Strategic Plan
Goal 6
Be viewed by host institutions as highly valued
contributors to the primary missions of the
institutions, including public service, teaching
and research.
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Consulting
Confidentiality
All Client Information is Confidential per US
Law! No information may be released without the
written consent of the client. NO EXCEPTIONS!!
54
Consulting
Standards of Conduct

• Prohibited
• Accepting Fees, Rewards, Gifts
• Recommending Goods/Services
• Soliciting Private Work from Clients
• Investing in Client Businesses
• Endorsement of Business to Investors, Vendors,
  Suppliers or Customers

55
Consulting
Effort Expectation
70 of time allocated to consulting must be
deliverable consulting time (ie. contact, prep,
travel).
56
Consulting
Client Engagements
Deliverable Requirements Signed 641 and Clients
Rights Responsibilities Forms Must be at least
one hour of contact time Billable
Hours Contact Prep Travel Group Consulting
57
Consulting
Engagement Based Consulting

1. Needs Assessment
2. Developing the Scope of Work for the Engagement
3. Managing the Engagement
4. Review of Extended Engagements
5. Concluding the Engagement
6. Measuring Client Satisfaction

58
Consulting
Engagement Based Consulting

1. Measuring Efficiency
2. Measuring Outcomes
3. Measuring Economic Impact
4. Measuring the Cost of Outputs, Outcomes and
   Impact
5. Amending an Engagement (optional)

59
Consulting
Client Engagements
Problem Identification and Needs
Assessment Engagement Letters must
include Problem Identification Expected
Outcome Consultants Responsibilities Clients
Responsibilities Referral to Training or Resource
Partner (optional) Time Line Notice of Quality
Control Survey
60
Consulting
Client Engagements

• Team Consulting
• Incorporating Training
• Incorporating Information Transfer
• Incorporating Other Resources

61
Consulting
Client Engagements
Client Files

• Standard
• Anyone unfamiliar with the case should be able
• to continue the engagement based upon the
• information available in the client file
• May be hard copy or electronic
• Must include copies of communication with clients
  and deliverables

62
Consulting
Client Engagements
Cases Closed Scope of Engagement Completed No
Activity in 120 Days Close Out Session Must be
Completed Closing Letters should
include Reminder about Consulting Engagement
Evaluation Ask for Support Letter Ask for a
Success Story Outline Future Opportunities and
Threats and Availability of SBDC Services to
Address Them
63
Consulting
Client Engagements
Data Collection and MIS Records

• Mandatory Information Fields are Starred or
  Bold
• Zip4 Yes! This will fill in County, State and
  all 3 District fields.
• Legislative Districts and County No!
  Automatically filled in.
• Email Address. Separate multiples with semi-colon
  only!
• Stage of Business and Date Established
• NAICS Codes
• Tracking Admin Time use funding source ADMIN
• Time should be entered daily and must be entered
  within 5 days
• Time recorded in quarter hour increments

64
Consulting
Client Engagements
Data Collection and MIS Records
Session Activity USE THE NOTES FIELD!!! Notes
Format Summary, Recommendations, Next
Steps Consulting Area Additional Consulting
Area Funding Source Milestones Used to measure
outcomes and impact Must enter baseline
information on staff, sales and exports
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Consulting
Client Engagements
Data Collection and MIS Records

• WebCATs Overview
• Complete manual for both WebCATS and WinCATS can
  be found in WebCATS. See the left side menu under
  Help / WebCATS Help.
• MIS QA

66
Educational Programming

• Must be at least two hours in length
• Minimum of 6 people registered
• Topic builds management capacity not skills or
  vocational training
• SBDC has substantial control over content
• Open to the public, but can be targeted to a
  particular market
• Training should compliment the consulting process
• Database must be kept current

67
Educational Programming
The First Step

• Standardized course that provides basic
  information on what is involved in starting a
  business
• All Centers must offer

68
Educational Programming
Programs for New Businesses

• Courses offered in 6 topic areas
• Business Management Operations
• Recordkeeping, Accounting Taxes
• Finance
• Marketing and Sales
• Human Resources
• Legal Issues
• All Centers must offer at least twice a year

69
Knowledge Management
Communications

• Listserves
• Pennsylvania SBDC
• ASBDC
• MemoNET
• Intranet - http//inside.pasbdc.org
• Network Meetings

70
Knowledge Management
Research Assistance

• WISE 210
• Business Information Sources Links
• WebCATs
• SBDCNet
• WISE Research Support

71
Professional Development
The Pennsylvania Small Business Development
Centers will provide professional development
opportunities to ensure staff meet established
competency requirements set forth in the
professional development program and continue to
enhance their skills in order to provide
consistent, high quality, comprehensive service
to all client segments. Center directors will be
accountable for the professional development of
their staff.
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Professional Development

• Each full-time staff member must engage in no
  less than 40 hours of professional development
  activity per year and staff are strongly
  encouraged to exceed the minimum hours.
• A minimum of 30 of professional development
  training must be in areas outside of a staff
  members given area of expertise.

73
Professional Development

• Pennsylvania SBDC Professional Development
  Conferences
• Pennsylvania SBDC Workshops
• ASBDC Annual Conference