One approach to assessing needs is to offer an assistance program for a period of time, respond to requests, and compile records of characteristics of the requesting firms, nature of the problems, assistance provided and resources used. Analyzing these data could help indicate the needs of manufacturing clients in the service area.

Almost all programs collect data to fulfill their reporting requirements. Analyzing these data in the context of customer needs is less common.

Historical program data can address management issues regarding resource allocation strategies, program offerings, field office locations and delivery approaches. Analysis of requestor characteristics may suggest a targeting approach. Comparisons of problems and types of assistance provided by field engineers can help determine which engineers in which offices have the skills and experience most appropriate for the various needs in the region. Problem areas for which in-house expertise is lacking can suggest hiring priorities and the importance of identifying referral sources. Examining the geographic locations of requestor firms can have implications for field office positioning.

The Indiana Business Modernization and Technology Corporation uses a feedback database program to track the daily activities of regional field engineers and thereby help target new assistance services. BMT established an extensive database of clients, which contains: (1) information about companies obtained through a personal visit; (2) needs, issues and opportunities identified and actions taken; and (3) resources used in assisting companies. These data are classified and coded by industry and for each firm-level assessment and assistance service. BMT's functional service categories are:

• business and its product or service
  
• sales/marketing
  
• manufacturing operations
  
• financial
  
• quality
  
• materials management
  
• product design or engineering
  
• personnel
  
• facilities
  
• management information systems
  
• environmental/safety
  

  Source: Indiana Business Modernization and Technology Corporation, Indianapolis, IN.

Companies identified by the field engineers are coded for confidentiality, and proprietary information is filed in the regional office. The results of the activity in all 14 regions of the state are reported monthly via modem. Field engineers meet monthly to discuss detailed manufacturing activities. The database is available to all regions for historical activities and planning purposes.

BMT recently enhanced its database to track not only historic quantitative data, but also the results of assistance and qualitative data-for example, jobs saved/added, net income improvement, increased sales, new investment and client feedback.

Figure 5 presents sample analyses based on BMT's historical program data. These analyses indicate trends by region-for example, Region 7 staff have trouble following up after initial meetings, operations is the most common problem area in most every region; and by sector-for example, manufacturing efforts were dominated by the plastics, automotive, medical devices and electronics sectors. As noted earlier, BMT is now creating a plastics center and plastics injection molding networks. Feedback database analysis contributed to this targeted approach.

Historical program data directly reflects program experiences regarding firm needs and their receptivity to, and use of, services.

1. It can be difficult to describe problems and assistance provided systematically for compilation at the end of a pilot program. Field staff activity may, for example, be recorded in narrative form and the content later analyzed to create categories of manufacturer needs. Alternatively, needs categories can be set up initially and modified over time to encompass miscellaneous activities.
2. Field staff must be able to accurately present actual needs of manufacturers in the service area. If field staff are "hammers looking for nails," the needs they describe will more likely reflect their skills and expertise than the actual needs of the manufacturers.

About the case example:

1. Indiana Business Modernization and Technology Corporation. "Manufacturing Technology Service: Pilot to Program." Indianapolis. June 1991.

   Robert B. Bassler
   Indiana BMT Corporation
   One North Capitol, Suite 925
   Indianapolis, IN 46204
   317-635-3058

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