06/2004gtz - essp1 income and expenditures of business chambers structures characteristics...
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06/2004 GTZ - ESSP 1
Income and Expendituresof Business Chambers
StructuresCharacteristicsOpportunities
Workshop on 18 & 19.06.2004 in DambullaCCICP, CCIUP, CPWCIC, MDCCI, NCHSL, PAEA
06/2004 GTZ - ESSP 2
Income sources of chambers
Services Subsidies OthersMembership
fees
Income
06/2004 GTZ - ESSP 3
Membership fees
Services Subsidies OthersMembership
fees
Income
BigEnterprises
SmallEnterprises
MediumEnterprises
06/2004 GTZ - ESSP 4
Service
Services Subsidies OthersMembership
fees
Income
OfficeServices
AuthorizedServices
StrategicServicesInformation
TrainingCounselling
Support
06/2004 GTZ - ESSP 5
Subsidies
Services Subsidies OthersMembership
fees
Income
Govern-ment
InternationalDonors
NationalDonors
06/2004 GTZ - ESSP 6
Others
Services Subsidies OthersMembership
fees
Income
Interest OthersRent
06/2004 GTZ - ESSP 7
Expenditure structure 1
Expendi-ture 1
LobbyAuto-
OrganizationServices
06/2004 GTZ - ESSP 8
Expenditure structure 2
Staff All others
Expendi-ture 2
06/2004 GTZ - ESSP 9
The Finance Structures Calculated by the Chambers
06/2004 GTZ - ESSP 10
Income sources of chambers
Income
Services Subsidies OthersMembership
fees
CCICP 8 8 + 60 (school)
24 0 100%
CCIUP 39 26 23 12 100%
CPWCIC 5 60 25 10 100%
MDCCI 4 67 29 0 100%
PAEA 4 15 33 48 100%
NCHSL 5 20 75 0 100%
Average 11 42 35 12 100%
06/2004 GTZ - ESSP 11
IncomeMembership fees
BigEnterprises
SmallEnterprises
MediumEnterprises
Membershipfees
CCICP 10 75 15 100%
CCIUP 37 50 13 100%
CPWCIC 0 5 95 100%
MDCCI 10 25 65 100%
PAEA 0 0 100 100%
NCHSL 0 0 100 100%
Average 9 27 64 100%
06/2004 GTZ - ESSP 12
IncomeService
Services
OfficeServices
AuthorizedServices
StrategicServices
CCICP 0 88 12 100%
CCIUP 100 0 0 100%
CPWCIC 10 90 0 100%
MDCCI 7 93 0 100%
PAEA 8 92 0 100%
NCHSL 0 100 0 100%
Average 21 77 2 100%
06/2004 GTZ - ESSP 13
IncomeSubsidies Subsidies
Govern-ment
InternationalDonors
NationalDonors
CCICP 0 0 100 100%
CCIUP 64 0 36 100%
CPWCIC 0 0 100 100%
MDCCI 18 0 82 100%
PAEA 46 0 64 100%
NCHSL 0 0 100 100%
Average 21 0 79 100%
06/2004 GTZ - ESSP 14
Expenditure structure 1
Expendi-ture 1
LobbyAuto-
OrganizationServices
CCICP 5 25 70 100%
CCIUP 20 65 15 100%
CPWCIC 5 55 40 100%
MDCCI 25 60 15 100%
PAEA 4 26 70 100%
NCHSL 60 30 10 100%
Average 21 42 37 100%
06/2004 GTZ - ESSP 15
Expenditures für Lobby and Service
100%
0%
100%
0%
Lobby Services
20%
80%80%
Service Organisation
Business Club
20%
CCICP
CCICP
CCIUP
CCIUP
MDCCI
MDCCI
PAEA
PAEA
CPWCIC
CPWCIC
NCHSL
NCHSL
06/2004 GTZ - ESSP 16
Expenditure structure 2
Staff All others
Expendi-ture 2
CCICP 70 30 100%
CCIUP 52 48 100%
CPWCIC 55 45 100%
MDCCI 42 58 100%
PAEA 40 60 100%
NCHSL 40 60 100%
Average 51 55 100%
No staff .... No service !
06/2004 GTZ - ESSP 17
The Chamber as Business Club or Service Enterprise
100%
0%
100%
0%
Staff Others
30%
70%70%
Business Club
Service Enterprise
30%CCICP
CCICP
CCIUPCCIUP
MDCCI
MDCCI
PAEA
PAEA
CPWCIC
CPWCIC
NCHSL
NCHSL
06/2004 GTZ - ESSP 18
1 Income from Membership Fees
06/2004 GTZ - ESSP 19
Membership Fees
The total income from the memberships fees depend on
Number ofmembers
Membership fee system
Paymentrate
06/2004 GTZ - ESSP 20
11 Number of members
Do you want to increase the number of members?If yes, how?
06/2004 GTZ - ESSP 21
Logic of the Development of Chambers of Entrepreneurs
ServicesInformation / Consultation
Training / Support
Lobby in front of Government and other groups of the
society
Higher attractiveness for Entrepreneurs
Law of great number:the more members, the more influence
Chamber
More Entrepreneurs apply for membership
More members pay more membership fees
More means to finance more and
better services
06/2004 GTZ - ESSP 22
ESSP : Membership Development of Chambers / Associations in the Central Region (since 06/2002)
0100200300400500600700800900
1.0001.1001.2001.3001.4001.500
06.02 09.02 12.02 03.03 06.03 09.03 12.03 03.04
Nu
mb
er
of
Me
mb
ers
0%10%20%30%40%50%60%70%80%90%100%110%120%130%140%150%
Ch
an
ge
in %
Nucleus participants, non-chamber membersChamber members participating in NucleiChamber members not participating in Nuclei Percentage change of enterprises participating in the chambers
06/2004 GTZ - ESSP 23
Membership Development of CCICP (since 31/12/2002)
020406080
100120140160180200220240260280300320340360380400
12.02 03.03 06.03 09.03 12.03 03.04
Nu
mb
er o
f M
emb
ers
0%10%20%30%40%50%60%70%80%90%100%110%120%130%140%150%160%170%180%190%200%
Ch
ang
e in
%
Chamber members not participating in Nuclei Chamber members participating in Nuclei
Nucleus participants, non-chamber members Percentage change of entrepreneurs participating in the chamber
06/2004 GTZ - ESSP 24
Membership Development of MDCCI (since 12/2002)
0
20
40
60
80
100
120
140
160
180
200
220
12.02 03.03 06.03 09.03 12.03 03.04
Nu
mb
er o
f m
emb
ers
0%20%40%60%80%100%120%140%160%180%200%220%240%260%280%300%320%340%360%380%400%420%440%
Ch
ang
e in
%
Chamber members not participating in Nuclei Chamber members participating in Nuclei
Nucleus participants, non-chamber members Percentage change of entrepreneurs participating in the chamber
06/2004 GTZ - ESSP 25
Membership Development of CPWCIC (since 09/2002)
0
10
20
30
40
50
60
70
80
90
100
110
120
130
140
150
160
170
180
190
200
09.2002 12.2002 03.2003 06.2003 09.2003 12.2003 03.2004
Num
ber
of M
embe
rs
0%
20%
40%
60%
80%
100%
120%
140%
160%
180%
200%
Cha
nge
in %
Non participating associates Associates participating in the nuclei
Participating enterprises not associated Total increase of enterprises participating in the chamber
06/2004 GTZ - ESSP 26
Membership Development of CCIUP (since 09/2003)
0
25
50
75
100
125
150
175
200
225
250
275
300
325
350
375
400
09.2003 12.2003 03.2004
Nu
mb
er o
f M
emb
ers
0%
13%
25%
38%
50%
63%
75%
88%
100%
113%
125%
138%
150%
163%
175%
188%
200%
Ch
ang
e in
%
Non participating associates Associates participating in the nuclei
Participating enterprises not associated Total increase of enterprises participating in the chamber
06/2004 GTZ - ESSP 27
Membership Development of PAEA (since 01/2004)
0
25
50
75
100
125
150
175
200
225
250
275
300
12.2003 03.2004
Nu
mb
er o
f M
emb
ers
0%
13%
25%
38%
50%
63%
75%
88%
100%
113%
125%
138%
150%
Ch
ang
e in
%
Non participating associates Associates participating in the nuclei
Participating enterprises not associated Total increase of enterprises participating in the chamber
06/2004 GTZ - ESSP 28
12 Membership Fee System
Considerations about the Membership Fee System of Business Associations
and Chambers
06/2004 GTZ - ESSP 29
Criteria for a Membership Fee System
It must be "fair"
It must generate sufficient financial means to finance a big share of the costs of the lobby and service work of the business association
06/2004 GTZ - ESSP 30
What is "fair" ?
Membership fee system A :
1 member 1 vote 1 membership fee amount
Everyone pays the same amount !The system is comparable with a "Poll Tax"
06/2004 GTZ - ESSP 31
Under which conditions is this membership fee system efficient and fair?
All members are more or less equal same size of the enterprises same number of employees same turnover and profit
In this case an identical amount as membership fee is fair, efficient and easy to manage
06/2004 GTZ - ESSP 32
But what if the member enterprises differ very much ?
different size different number of employees different turnover and income
In this case the same membership feeis "unfair" and not efficient
06/2004 GTZ - ESSP 33
Example
The membership fee is for all members 2.000 Rs per year
a bigger enterprise with 200 employees pays consequently 10 Rs per employee
a small enterprise with 5 employees pays consequently 400 Rs per employee
The burden through the membership fee is for the small company 40 times higher than for the bigger company !!!
06/2004 GTZ - ESSP 34
This membership fee system has the effectof a barrier in order to keep out unwanted entrepreneurs, especially SMEs,from the business association
It is efficient for "Business Clubs" where selected "right" entrepreneurs want to remain among themselves
06/2004 GTZ - ESSP 35
What is "fair" ?
Membership fee system B:
The membership fee amount reflects the economical differences between the membersBigger companies pay a bigger shareSmaller companies pay a smaller share
The financial burden through the membership fee is more or less equal for all members
06/2004 GTZ - ESSP 36
The main questions …
Which criterion to use ?
How to define adequate categories ?(groups of member enterprises
06/2004 GTZ - ESSP 37
The problem …
The more complex the membership fee system is
criteria : reliable access to data and control
categories :many exemptions : many
the more difficult it is to manageand the more it invites the members to manipulate their data
06/2004 GTZ - ESSP 38
Criteria linked with the economic power of the member
Direct criteria Turnover Profit Income tax payment
… but entrepreneursdo not like to publish
financial data …
… therefore normally not
recommendable!
… in addition : during an economic crisis the incomeof the chamber can decrease dramatically …
06/2004 GTZ - ESSP 39
Criteria linked with the economic power of the member
Indirect criteria Number of employees In case of a sector association :
- Quantity of production or- Quantity of sold products
Usuallynot business
secrets
… therefore normally
recommendable!
The relatively stable employment of the enterprises guarantees a more secure income of the chamber
06/2004 GTZ - ESSP 40
Categories of members
A membership fee system without categories x Rs per Rs turnover / profit or
x ‰ from the turnover /profit x Rs per employee
Advantage : Very exact and fair
Disadvantage : Causes much administrative work
because of permanent changes of the data to be queried
06/2004 GTZ - ESSP 41
Categories of members
A membership fee system with categories x Rs for turnover / profit up to a Rs
y Rs for turnover / profit between b Rs and c Rs
x Rs for up to a employeesy Rs for between b and c employees
Recommendation : maximally 10 classes
Advantage : Causes limited administrative work
because the data do not vary that much
06/2004 GTZ - ESSP 42
Example for a membership fee system per number of employees
Cate-gory
Employeesbetween
Fee Fee per employee
max. – min.
1 1 - 4 200 Rs 200 Rs – 50 Rs
2 5 - 9 500 Rs 100 Rs – 56 Rs
3 10 –19 1,000 Rs 100 Rs – 53 Rs
4 20 – 39 2,000 Rs 100 Rs – 51 Rs
5 40 – 79 4,000 Rs 100 Rs– 51 Rs
6 80 –159 8,000 Rs 100 Rs– 50 Rs
7 160 – 319 16,000 Rs 100 Rs – 50 Rs
8 320 – 619 32,000 Rs 100 Rs – 50 Rs
06/2004 GTZ - ESSP 43
Differentiation between sectors
Perhaps it is necessary to differentiate between companies per sector
industry, agriculture, service commerce bank
They produce with the same number of employees considerable different economic results
06/2004 GTZ - ESSP 44
Example for a membership fee system per employees and sector
Cate-
gory
Employees
between
FeeIndustryService
FeeCommerce
FeeBanks
1 1 - 4 200 Rs 1,000 Rs 2,000 Rs
2 5 - 9 500 Rs 2,000 Rs 4,000 Rs
3 10 –19 1,000 Rs 4,000 Rs 8,000 Rs
4 20 – 39 2,000 Rs 8,000 Rs 16,000 Rs
5 40 – 79 4,000 Rs 16,000 Rs 32,000 Rs
6 80 –159 8,000 Rs 32,000 Rs
7 160 – 319 16,000 Rs
8 320 – 619 32,000 Rs
06/2004 GTZ - ESSP 45
Registration fee
When is a registration fee reasonable Members invest in costly infrastructure for
their own benefit A new member, who wants to use it, shall later
adequately participate in its financing Examples :
Social and sport clubs, i.e. tennis, golf, etc.
06/2004 GTZ - ESSP 46
Registration fee
What is the purpose of a registration fee of a business chamber or association
Except eventually an office building it does not have and need a costly infrastructure, because its tasks are lobby and service
It does not need a registration fee !!! Registration fee charging chambers
Create an additional barrier around themselves In order to keep entrepreneurs out !!!
06/2004 GTZ - ESSP 47
Registration fee
Consequently, a registration fee for new members is
highly contra-productive for the development of a chamber !!!
Note: In Europe, America and Africa chambers and associations do not know registration fees. Only on a small island in Asia …
06/2004 GTZ - ESSP 48
Some tricky points …one entrepreneur, more companies In some countries entrepreneurs like to run
a couple of smaller companies than one bigger one due to tax, organisational or marketing reasons.
As economically thinking persons they enter into the chamber only with one of these enterprises, preferably with the smallest one, using the lobby and service work for all of them.
Not good for the chamber! What to do?
06/2004 GTZ - ESSP 49
Some tricky points …one entrepreneur, more companies
The best : They enter with all individual companies into the chamber
>more members, more fees
The 2nd best : They enter with all individual companies and get x% discount for the 2nd, y % for the 3rd, etc., company
>more members, still more fees
06/2004 GTZ - ESSP 50
Some tricky points …one entrepreneur, more companies
The 3rd best : They enter with one company, but for the calculation of the membership fee the sum of employees of all companies is used
>not more members, but more fees
The 4th best : They enter with their biggest company, not with the smallest
>not more members, little bit more fees
06/2004 GTZ - ESSP 51
Some tricky points …What is an "employee" ?
Especially in SMEs, but sometimes also in bigger companies, the question about the number of employees is sometimes unclear and difficult to answer :Who is counted as "employee"?
The answer can have a considerable effect on the chamber's membership fee income
(Observation: therefore, statistics often give a wrong image about the employment situation)
06/2004 GTZ - ESSP 52
Some tricky points …What is an "employee" ?
Persons in the company Employee ?
Entrepreneur no
Family member no
Employee, monthly paid yes
Worker, daily paid yes / no
"Helper", apprentice, trainee yes / no
Formally subcontracted persons but in reality dependent workers
no
06/2004 GTZ - ESSP 53
Some tricky points …What is an "employee" ?
Therefore, it might be better to ask for the
persons, working in the company
inclusive the entrepreneur the family monthly and daily paid employees and workers apprentices, trainees, others subcontracted persons working only for the
company
06/2004 GTZ - ESSP 54
All this means: Chambers need a database with information
about their members! Which chamber does have such a member
database? If not, are the chambers interested in the
development of a member database ?
06/2004 GTZ - ESSP 55
13 Membership Fee Payment Rate
Members are hesitant to pay their membership fee.
How to increase the payment rate?
06/2004 GTZ - ESSP 56
2 Subsidies
06/2004 GTZ - ESSP 57
Subsidies
Govern-ment
InternationalDonors
NationalDonors
A subsidy is a volunteer payment from a donorto a chamber
06/2004 GTZ - ESSP 58
Workgroup
Which characteristics do subsidies have? What does the donor expect from the
chamber by paying a subsidy voluntarily? Which advantages and disadvantages do
subsidies have for the chamber? Which are the differences between the
subsidies from a government, a national and an international donor?
06/2004 GTZ - ESSP 59
Subsidies ...
Easy money ... Limited for a certain time Decreasing
time
Subsidy
Own income
06/2004 GTZ - ESSP 60
Subsidies ...
Subsidies
For the chamber
development
For the donor
interests
The chamber asconsulting company
06/2004 GTZ - ESSP 61
Subsidies ...
What means „dependency“ ??? Financial dependency ... Political dependency ...
06/2004 GTZ - ESSP 62
3 Services
06/2004 GTZ - ESSP 63
Services – what for?
To help the member in the foundation development modernization expansionof his / her enterprise
To support him / her in day-to-day activities
06/2004 GTZ - ESSP 64
Services and money
For which services should the chamber charge a fee ?
In general: for all !Rule: Service and performance against payment
Exception: Counselling, inquiries !!!The barrier to ask & discuss questions, doubts etc.should be as low as possible !!!
06/2004 GTZ - ESSP 65
31 Office Services
06/2004 GTZ - ESSP 66
Types of office services
Objective To ease the day-to-day
office work and communication of the entrepreneurs, who do not have the equipment and / or qualified staff for these tasks
Fax E-mail Internet use Photocopies Correspondence Translations ….
06/2004 GTZ - ESSP 67
What is needed for office services ?
Cost calculation Price calculation
= different prices for members and non-members
Qualified staff Clear staff responsibilities
(eventually with profit participation) Active marketing
06/2004 GTZ - ESSP 68
Office Services
Advantages Minimal equipment
requirements Can be introduced
quickly Users (members, non-
members) must visit the chamber
Entrepreneurs become more aware of the chamber
Concrete service, easy to start and organise
Disadvantages Relatively high
administrative effort as compared to the volume of income
06/2004 GTZ - ESSP 69
32 Authorized Services
06/2004 GTZ - ESSP 70
Types of authorized services
Character Public functions are
delegated to chambers Objective
To facilitate certain bureaucratic tasks the entrepreneurs
Certificate of Origin Export documents Etc.
06/2004 GTZ - ESSP 71
33 Training
How to make money with training?
06/2004 GTZ - ESSP 72
Up-grading Training
Content new technologies and
specific knowledge Target group
adults (entrepreneurs, employees)
Objective to solve actual
problems to prepare for future
developments
Duration between 1 hour and
6 months Needs
room, instructor (freelance)
Costs / earnings low fixed, mainly
current costs earnings > costs
06/2004 GTZ - ESSP 73
Up-grading Training
Organization Enterprises, professional training institutions
(public and private), chambers and associations Characteristics
short-term investment (weeks) instant return with profit making chances for enterprises great flexibility (demand and supply)
Task of BDS providers and business chambers / associations
06/2004 GTZ - ESSP 74
The chamber up-grading training:
a) The supply defines the program
MemberEnterprises
Chamber
Counsellor
Up-grading trainer / instructor
The up-grading trainer offers the product / course to the chamber
He / she defines the program (content, methodology)
The chamber buys the defined product / course from the trainer
Counsellor’s task: organisation and management
06/2004 GTZ - ESSP 75
The chamber up-grading training:
a) The supply defines the program
Success criteria for the chamber:
Number of participants Financial surplus Evaluation:
The participants are content
06/2004 GTZ - ESSP 76
The ideology
“We BDS providers for entrepreneurs up-grading training institutions and instructors
analysed the enterprises and detected problems and failures in certain areas ..…,
we know what is good and necessary for the enterprises
and our product / course helps the entrepreneur to solve the problems
“Top down” Approach
06/2004 GTZ - ESSP 77
The chamber up-grading training:
b) The demand defines the program
The Nucleus Entrepreneurs>define their problems and needs>decide about an activity to solve the problem (i.e. training course)
Counsellor‘s tasks:>to find in the market a qualified up-grading trainer
>to check whether the trainer is able / willing to offer a product in reference to the defined demand (content, methodology)
Chamber
Up-grading trainer / instructor
Counsellor
MemberEnterprises
06/2004 GTZ - ESSP 78
The chamber up-grading training:
b) The demand defines the program
The up-grading trainerdevelops a product / course in reference to the defined problems / demand
Counsellor‘s tasks:organisation and management Chamb
er
Up-grading trainer / instructor
Counsellor
MemberEnterprises
06/2004 GTZ - ESSP 79
The chamber up-grading training:
b) The demand defines the program Success criterion for chamber
and Nucleus Almost all Nucleus
entrepreneurs participate Financial surplus Evaluation:
- The participants are content- Concrete impact on the development of the enterprises- The Nucleus asks for further training
06/2004 GTZ - ESSP 80
The Ideology
“We, the entrepreneurs discussed and identified our
problems and failures in the following areas .....
decided on the required training to address these problems
know what is good and necessary for us”
Subjective “bottom-up” analysis
06/2004 GTZ - ESSP 81
A comparison of some characteristics of up-grading training forms
a) Top-down supply
b) Bottom-up demand
Organization easy complex Chamber counsellor less qualified well qualified
Costs low
(serial product) high
(individual product) Surplus for the chamber
feasible feasible
Quantity of participating entrepreneurs
large (regional / national
campaigns) small
Entrepreneur’s participation
no yes
The trainer does what he / she ...
knows to do the participants ask for
Fulfills target group’s needs
no / yes sometimes
yes
06/2004 GTZ - ESSP 82
34 Events
How to make money with events?
06/2004 GTZ - ESSP 83
35 Services for Members by Third Parties
… eventually with kick back for the chamber
06/2004 GTZ - ESSP 84
The idea
Use of the “group” & purchase power of the total of the chamber in order to get products and services for decreased prices for the members
Entrepreneurs apply for membership in order to get the products & services for a lower price
Entrepreneurs can finance their membership fee with their saved money
Eventually kick back from the producer
06/2004 GTZ - ESSP 85
Examples
Insurances Hotels & restaurants Suppliers of certain goods ….
Save money through your chamber membership !!!
06/2004 GTZ - ESSP 86
Credit Scheme for Nucleus Entrepreneurs
Discussion betweenSanasa Development Bank
&ESSP
06/2004 GTZ - ESSP 87
The Sanasa Development Bank is interested in the Nucleus Approach and considers to start a special
Nucleus Entrepreneurs Credit Scheme
06/2004 GTZ - ESSP 88
The interest of the participating parties
Nucleus entrepreneurs Easy and fast access to credits for payable costs
Chambers Attractive services in order to get more
membership fee paying members so that it – improves its financial status;– increases its lobby power
Services which help the members to improve their enterprises
Income
06/2004 GTZ - ESSP 89
The interest of the participating parties
SDB Access to new clients Lower administration costs High repayment rate of the loans Profit Fulfil its mission to contribute to the
development of the economy ESSP
Development of the economy through improving SMEs and chambers
06/2004 GTZ - ESSP 90
Conditions for a credit
The entrepreneur is a member of the chamber
Has paid his / her membership fee for the running calendar year
The entrepreneur is a member of the Nucleus for a minimum of six months
The Nucleus is considered “active” by the chamber
06/2004 GTZ - ESSP 91
Conditions for a credit
The entrepreneur participated during the last six months in a minimum of 50% of all activities of the Nucleus
The entrepreneur participated during the last three years in a business administration course / enterprise development training
06/2004 GTZ - ESSP 92
Product characteristics
Interest rate: Actually 9% (?)(better than for a normal individual entrepreneur)
Repayment period: Working capital 1 years Building and land 5 years Equipment 3 years Services 3 years
... Other conditions ...
06/2004 GTZ - ESSP 93
Procedures
The chamber confirms the fulfilment of the conditions in written form.
The SDB disseminates the Nucleus Approach actively between their SME clients and motivates them to join them.
The chamber uses the credit scheme as a marketing instrument.
06/2004 GTZ - ESSP 94
Procedures
The chamber counsellor counsels and supports the Nucleus SMEs in the elaboration of credit applications and eventually in the negotiation with the SDB
But: The counsellor is biased in favour of the chamber members (he / she is paid by the chamber with the membership fees of the members and has the obligation to defend the interests of the SMEs)
06/2004 GTZ - ESSP 95
Procedures
In order to contribute to the costs of the chamber and to motivate / stimulate it to engage in a qualified form in the credit process the chamber gets from the SDB a certain fixed amount of Rs after the credit has been paid back successfully and without any problems.
06/2004 GTZ - ESSP 96
Procedures
Credit amount Chamber remuneration
< 50,000 Rs 500 Rs
> 50,000 & < 500,000 Rs
1,000 Rs
> 500,000 Rs 2,000 Rs
06/2004 GTZ - ESSP 97
Interested ???
06/2004 GTZ - ESSP 98
Enterprise Service Systems Promotion (ESSP)
elaborated by Amina YoosufAruna Gunawardena Rainer Müller-Glodde