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The Laguna Small and Medium Enterprise Service Center: A Case Study of a Nonprofit Supplier of Information and Communications Services in the Philippines

This paper underlines the importance of information and communication technology (ICT) for micro and small enterprises (MSEs). ICT is altering internal operations of companies, as well as external relationships with buyers, suppliers, and customers. The paper examines the need for telecommunications services by MSEs and attempts to find out the various options to promote the delivery of such services in a commercially viable manner. It presents a strengths, weaknesses, opportunities, and threats (SWOT) analysis of the Laguna SeCen, which is a communication service provider for MSEs and proposes: * Developing new services for growing SMEs. * Assessing the market and developing products based on consumer demands. * Focusing the services by single and clear customer benefit. * Enhancing geographical reach to improve response to customers. The paper identifies the following lessons for communication service providers using financial analysis in decision-making and moving away from grant based model: * Improving relationship with customers. * Using financial analysis for decision making. * Cutting fixed costs by effective staffing. The paper concludes that efforts by service providers should be directed towards achieving specialization and providing value added services to the customers. This, according to the authors, would ensure clearer client benefit and niche market; the service providers can then hone their capacity, service features and marketing strategy to meet the demand.


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