TERMS OF REFERENCE. Developing Business Processes & Standard Operating Procedures at MSME Development Agency in Egypt

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1 TERMS OF REFERENCE Develping Business Prcesses & Standard Operating Prcedures at MSME Develpment Agency in Egypt Ttal number f days: Wrk Lcatin Reprts t: 40 Man-days Cair, Egypt Deputy Team Leader f Industrial Business Services (IBS) Activity Field Implementatin perid February t April Prject backgrund A- Brief abut GIZ The wide range f services ffered by the Deutsche Gesellschaft für Internatinale Zusammenarbeit (GIZ) GmbH are based n a wealth f reginal and technical expertise and n tried and tested management knwhw. GIZ is a German federal enterprise that ffers wrkable, sustainable and effective slutins in plitical, ecnmic and scial change prcesses. Mst f GIZ s wrk is cmmissined by the German Federal Ministry fr Ecnmic Cperatin and Develpment (BMZ). Hwever, GIZ als perates n behalf f ther German ministries and public and private bdies in Germany and abrad. These include gvernments f ther cuntries, the Eurpean Cmmissin, the United Natins and the Wrld Bank. GIZ is equally cmmitted t helping its clients in the private sectr attain their gals. B- Brief abut GIZ Egypt Since 1956 GIZ has been present in Egypt implementing prjects n behalf f the German gvernment. GIZ Egypt thus cntributes t the ecnmic and scial stabilizatin f the cuntry. GIZ Egypt currently emplys arund 210 natinal and 50 internatinal experts. Its prgrammes, implemented in cperatin with the Egyptian gvernment, fcus n the areas f renewable energies and energy efficiency, sustainable ecnmic develpment fr emplyment, water supply and sanitatin, irrigatin and waste management, yuth, wmen and families and urban develpment (See als C- Brief abut the Prmtin f Small and Medium Enterprises (PSME) On behalf f the German Federal Ministry fr Ecnmic Cperatin and Develpment (BMZ), the Egyptian- German Prmtin f Small and Medium Enterprises (PSME) is a bilateral technical cperatin prject under the guidance f the Egyptian Ministry fr Trade and Industry (MTI) with Technical Assistance prvided by the Deutsche Gesellschaft für Internatinale Zusammenarbeit (GIZ) GmbH. It was established in March 2015 with duratin f five years and is building n the results and experiences frm a frmer similar prject in this field. The prject bjective is t imprve the prerequisites fr manufacturing MSMEs and their suppliers t increase their cmpetitiveness and create jbs. Adpting the integrated emplyment prmtin apprach, the prject will aim at creating prductive and decent emplyment thrugh mre cmpetitive MSMEs and start-ups and by imprving the framewrk fr innvatin. It will place a special fcus n the innvative capability and ecnmic ptential f the manufacturing industry and its suppliers by prmting inclusive business mdels and inclusive businesses as a pineering apprach. The prject is implemented in three fields f activity: (i) Plicy Advisry fr emplyment-riented innvatin plicy fr industrial develpment; (ii) Business Innvatin fr prmting innvative business slutins; and (iii) Industrial Business services fr strengthening key actrs fr industrial develpment. It will adpt a multilevel apprach, Egypt, TR fr a Senir Internatinal Expert fr Strategic setup & preparatin fr (CRM) implementatin Page 1 f 5

2 addressing the Ministry f Trade and Industry (MTI), private sectr institutins, business develpment service prviders and technlgy innvatin business centers. It will als prvide its services utside f Cair and Alexandria, particularly in Upper Egypt (including Shag Gvernrate). D- Brief abut the Industrial Business services (IBS) The IBS activity field is implemented by GOPA n behalf f GIZ. IBS aims t imprve the public SME supprt system in particularly Business Services in selected sectrs (e.g. Fd Prcessing and Engineering Industries) and industrial znes. This is ne f the prerequisites needed fr SMEs and their suppliers t increase their cmpetitiveness grw and create jbs and will lead t an increased share f lcally manufactured gds in the Egyptian market. This apprach enhances the transparency f the business services market and cntributes t achieving high quality standards f the services ffered and implemented. In rder t meet the demands f private sectr enterprises, clse cllabratin between IBS and prject partners, such as Business Services Facilitating Institutins wh supprt the market develpment f business services, and Service Prviders wh deliver business services t the SMEs, helps t fcus n the real demand f the industry fr business services. A Custmer Relatinship Management (CRM) Methdlgy and System will be used as a central match-making mechanism between business services facilitating institutins, prfessinal service prviders and SMEs. IBS applies a market driven and institutinal apprach methdlgy t deliver industrial business services t a large crss sectin f industrial and service sectrs in Egypt, and IBS supprts state-f-the-art delivery mechanisms f industrial business services. The gegraphical fcus will be n Greater Cair and Alexandria with the intentin f expanding t Upper Egypt. In line with internatinal trends, service prviders will benefit frm business services capacity develpment in ecnmic, scial and eclgical areas and they will be enabled t expand their service prtfli tward sustainable ecnmic develpment. Special emphasis is put n services which cntribute t increasing the innvatin capacity and cmpetitiveness f SMEs. E- Brief abut MSMEs Develpment Agency (MSMEDA) In last April 2017, the Egyptian Prime Minister issued a decree establishing the Micr, Small and Medium Enterprises Develpment Agency (MSMEDA). The new agency replaces the Scial Fund fr Develpment and Industrial Training Cuncil, takes ver all their assets, liabilities, funds, and cmmitments as well as staff. These tw entities have been disslved and replaced by the MSMEDA. It is expected t include under MSMEDA s umbrella a number f agencies and affiliates f the Ministry f Trade and Industry (MTI) cncerned with the develpment activities f Micr, Small and Medium Enterprises (MSMEs). The develpment f MSMEs in Egypt has becme the main cncern fr the MSMEDA. The MSMEDA structure cnsists f a Bard f Trustees, a Bard f Directrs, and a Chief Executive Officer. The Minister in charge f this Agency is the Minister f Trade and Industry. He reprts t its Bard f Trustees as the chairman f MSMEDA s bard f directrs. This agency will be respnsible fr the fllwing: Develp plicies and strategic plans fr the develpment f micr, small and medium enterprises and as well as the entrepreneurship all ver Egypt; Define the necessary tls fr crdinatin between the agencies and initiatives wrking in the develpment f MSMEs; Develp the necessary prgrams fr the advancement f this sectr as well as the prjects, rules and cnditins related t participatin in these prgrams and prjects. These prgrams will include human resurce develpment, supply chain linkage, integratin prgrams, and skills develpment prgrams in marketing lcally and glbally; Identify incentive systems fr MSMEs and Entrepreneurs; Facilitate cllective negtiatin fr the supply f raw materials frm gd surces at mst apprpriate prices fr the MSMEs; Egypt, TR fr a Senir Internatinal Expert fr Strategic setup & preparatin fr (CRM) implementatin Page 2 f 5

3 Cntribute t market studies and feasibility studies, with making these studies available fr entrepreneurs and MSMEs; Prvide and facilitate access t finance fr business start-ups and capital increase fr existing enterprises; and Facilitate the prcedures related t btaining the necessary permits fr starting up new MSMEs. The biggest challenge that the new agency is facing is the lack f clear data n MSMEs in Egypt. Therefre, the first bjective f the MSMEDA will be t create a database f MSMEs t prvide infrmatin t all stakehlders regarding the develpment f these enterprises. 2. Objectives f the assignment The establishment f MSMEDA was a key step taken fr cnslidating effrts f the initiatives, institutins and rganizatins wrking in the MSMEs develpment at Egypt. Als ne f the main steps in the same directin is t implement a Custmer Relatinship Management (CRM) methdlgy and system at the MSMEDA. That will supprt better service prvisin and client data analysis as well as matchmaking between the MSMEs and all the service prviders; supprting entities and institutins that prvide services and / r facilitatins t MSMEs. It will als increase business pprtunities amng parties perating in the MSMEs sectr. The assignment represents the preparatry phase t implement a CRM methdlgy and system at the MSMEDA and it will be linked with the Ministry f Trade and Industry (MTI), as the Minister f Trade and Industry is respnsible fr supervising the MSMEDA. The CRM methdlgy and system will be implemented as a quality management mechanism (QM) designed fr the services prvided by the MSMEDA t the MSMEs directly r thrugh ther rganizatins, entities and service prviders. The CRM methdlgy and system will enable the MSMEDA t supprt MSMEs efficiently and t ensure the integratin and crdinatin f services prvided by all the MSME develpment institutins and fr supprting the grwth and sustainability f MSMEs. T implement CRM methdlgy and system at MSMEDA it is necessary t align the MSMEDA rganizatinal framewrk and ther MSME supprting institutins strategies fr business service prvisin with the CRM cncept and methdlgy, accrding t internatinal best practices f relevant rganizatin as well as t prpse final Master Business Prcesses (MBPs) cvering the new scpe f MSMEDA, thus ensuring prfessinal business services prvisin that supprt the establishment and grwth f MSMEs. 3. Specific Tasks: a) Mapping the business prcesses f prvided services by MSMEDA, and analyzes each prcess frm the Custmer Relatinship Management (CRM) perspective. b) Studying the new strategic directins develped based n MSMEs and Entrepreneurship Natinal Strategy ( ) and the Prime Minister s decree fr the MSMEDA establishment. c) Identify and analyze the gaps between the business prcesses f the current prvided services and the MSMEDA s new mandate, which will be implemented accrding t the new strategic directins. d) Update and prpse new business services t fulfill the strategic directins frm the CRM perspective. e) Benchmark the business prcesses accrding t similar rganizatins in ther cuntries. Accrdingly, best practices f business service prvisin fr MSMEs shuld be prpsed. f) Based n the abve, prpse and update the final MBPs frm the CRM perspective. g) Validate the prpsed MBPs with MSMEDA, GOPA and GIZ. Egypt, TR fr a Senir Internatinal Expert fr Strategic setup & preparatin fr (CRM) implementatin Page 3 f 5

4 h) Develp Standard Operating Prcedures (SOPs) fr the updated and new business services packages frm a CRM perspective, accrding t MSMEDA new structure which represent the input t be used and prcessed by the IT Cmpany that will develp the CRM system design. i) Validate the SOPs with MSMEDA and GIZ. 4. Assignment Deliverables Inceptin reprt and presentatin by n later than ne week after the cntract signature; including a detailed methdlgy fr implementatin, incrprating a list f the planned meetings, wrkshps and activities and a related ratinale as well as the reprting, mnitring and evaluatin requirements in line with the general specificatins fr implementatin with time plan whle the assignment. MBPs f current services prvided by MSMEDA. GAP ANALYSIS fr CRM current practices. MBPs and SOPs fr service prvisin in line with CRM cncept and methdlgy. Final reprt, fllwing the GIZ frmat, prviding a detailed assessment f the entire interventin with regard t the abve mentined tasks, the utputs and utcmes achieved. All deliverables dcuments will be reviewed by GOPA and GIZ prir t the assignment implementatin. GOPA and GIZ will have a ttal f 5 wrking days t review each deliverable and request amendments, additins r clarificatins in fully crdinatin with MSMEDA (thrugh MSMEDA s CRM supprt team). The expert(s) shall prvide the revised deliverables n later than 5 wrking days after having received feedback frm GOPA and GIZ. 5. Partners and Stakehlders Partner and stakehlder representatives fr this assignment will cme frm MSMEDA and sme assciated institutins such as banks, services prviders and MSMEs supprting institutins. These representatives may be sub-divided int the fllwing grups: A) Tp management and decisin makers, e.g. head f plicies and strategies unit at MTI, managing directr f MSMEDA and ther assciated institutins. B) Middle managers, (Divisin Heads within MSMEDA and assciated institutins respnsible fr the implementatin and mnitring f the activities related t the prvisin f business services (e.g. peratinal managers, quality cntrlling managers, marketing managers, financial managers and IT managers, reginal ffices mangers etc.). 6. Requirements This assignment shuld be implemented by an individual expert r a grup f individual experts. The prpsed internatinal expert(s) shuld meet the fllwing requirements and criteria: Qualificatins and skills: University degree r pst graduate degree in Business, Ecnmic, Management r related field Knwledge f Egyptian ecnmy and wrking experience in Egypt/MENA regin will be an asset Gd Knwledge f CRM cncept and methdlgy Access t Internatinal rganizatins prviding financial and nn- financial services t SMEs Strng Change Management knwledge and experience Excellent Analytical skills Prfessinal cmmunicatin skills Egypt, TR fr a Senir Internatinal Expert fr Strategic setup & preparatin fr (CRM) implementatin Page 4 f 5

5 Facilitatin skills Excellent presentatin skills Perfect cmmand f English language, Arabic language is a plus. General prfessinal experience: Mre than 10 years f wrking experience with internatinal develpment institutins (e.g. GIZ, UN, EU, and USAID r ther internatinal agencies). Experiences in facilitating meetings invlving senir staff and key stakehlder rganizatins. Master experience f Business Develpment Services fr SMEs. Experienced in wrkshp management with gvernmental decisin makers. Specific prfessinal experience: At least 10 years f relevant prfessinal experience in business analysis, institutinal building and rganizatinal develpment fr large entities (public r private), preferably f entities prviding SME develpment services. Extensive experience in develping / mdifying MBPs and SOPs. Experience in imprving strategies, peratinal framewrks, KPIs and practices f SME develpment at natinal, reginal r lcal scale. Experience in develping quality management systems, especially fr services prvisin t (M)SMEs Gd previus experience in change management prcesses (design and implementatin) Experience in imprving strategies, peratinal framewrks, prcesses, KPIs and practices f SME develpment at natinal, reginal r lcal scale. Experience in develping quality management systems, especially fr services prvisin t (M)SMEs. Egypt, TR fr a Senir Internatinal Expert fr Strategic setup & preparatin fr (CRM) implementatin Page 5 f 5