CITIZEN

CITIZEN'S CHARTER

1. Introduction

Indian Institute of Entrepreneurship (IIE), established in the year 1993 is an ISO 9001:2000 certified organization under the Ministry of Small Scale Industries, Government of India. Besides the Government of India, the other sponsors of the Institute are: the North Eastern Council, Small Industries Development Bank of India (SIDBI), Government of Assam, Arunachal Pradesh and Nagaland. The Headquarters of IIE is located at Guwahati. The institute is registered under the Societies Registration Act, 1860. It started its activities from April 1994.

The activities of the institute includes the following:

Ø Identification of training needs, designing and organizing training programmes both for development functionaries and entrepreneurs;

Ø Evolving effective training strategy and methodology for different target groups and locations;

Ø Organizing seminars, workshops, and conferences for providing forum for interaction and exchange of views by various agencies and entrepreneurs;

Ø Undertaking research on entrepreneurship development, documenting and disseminating information needed for policy formulation and implementation on self-employment and entrepreneurship.

2. Quality Policy and Quality Objectives

Quality policy

We at Indian Institute of Entrepreneurship (IIE) aim to be the leading provider of quality professional development programmes, research and information services in the field of entrepreneurship motivation, entrepreneurship development and enterprise management.

We commit ourselves to

Ø Understand and fulfill our customers’ needs as well exceeding their expectations;

Ø Understand and master new theories and methods of entrepreneurship motivation, entrepreneurship development and enterprise management in order to continually improve upon our products and services.

Ø Continually improve our processes, quality management system and organisational productivity through active participation of all members of IIE, customers and suppliers.

Quality objectives

Ø To maximize customer satisfaction.

Ø To introduce new products and services in view of the emerging needs of Government, sponsors and society.

Ø To continually improve the products and services offered.

Ø To continually improve the processes, quality management system and organisational productivity.

The quality policy and the objectives are endorsed and approved by the Director and is communicated to personnel at all level within the Institute. The achievement of the policy and the objectives is reviewed in Management Review meetings.

3. Statement of purpose

Purpose of this Citizen’s Charter is to explicitly express the entitlement of users in terms of service standards of IIE and remedies available in case of non-adherence.

Limitation: The management of IIE is guided by the regulations of the Government of India. These regulations shall govern all the actions taken by IIE with respect to mitigation of customer and citizen’s grievances.

4. What we promise and Intend to serve

Product	User’s entitlement	Our service standard	Remedies available to the user for non-adherence to standards
Training	Information regarding training courses communicated through advertisement in website, print media, brochures, training calendar or notices in sponsor’s offices,	Adequacy and transparency regarding programmes: Programme information contains programme objective, participant profile, courses coverage, duration, venue, selection criteria, fee (if applicable), Programme Coordinator and other terms.	Possible nonconformity: Inadequacy, ambiguity, and error in providing information. Channel for communication of grievance: 1^st stage: Programme Coordinator 2^nd stage: Head of Academic Department 3^rd stage: Director
	Payment confirmation	Issue of receipts for all payments: In case the participant requires paying for a programme he/she is issued official receipt against the payment.	Possible nonconformity: Error or non-issue of receipt. Channel for communication of grievance: 1^st stage: Programme Coordinator 2^nd stage: Administrative Officer 3^rd stage: Director
	Feedback on performance	Certification: During the programmes the participants are given feedback regarding their strengths and weaknesses as evaluated through their participation in games, case study discussion etc. Wherever applicable, certificates are issued to successful candidates.	Possible nonconformity: Inadequacy, ambiguity, and error in providing feedback, certificate. Channel for communication of grievance: 1^st stage: Programme Coordinator 2^nd stage: Head of Academic Department 3^rd stage: Director
Consultancy and Research	Terms of reference, scope of project and financial terms & conditions are agreed upon before providing commitment to client to undertake a project. Proposals are submitted by IIE and the clients issue work order detailing the terms and conditions.	On time delivery of specified outputs through engagement of competent consultants and field staff.	Possible nonconformity: Inadequacy, ambiguity, and error in study report/findings. Channel for communication of grievance: 1^st stage: Project Leader 2^nd stage: Head of Consultancy/ Research Department 3^rd stage: Director
Information	Members are provided access to the library and documentation center as per defined rules at specified price.	The library and the documentation center is maintained as per client’s requirements by subscribing to periodicals, journals and purchase of new publications. The needs are identified through a visitor’s questionnaire maintained in the documentation center.	Possible nonconformity: Inadequacy in information available, lack of punctuality. Channel for communication of grievance: 1^st stage: Documentation Officer 2^nd stage: Head of Centre for Information Management 3^rd stage: Director
Hospitality services	Information regarding cost of accommodation, food etc. are displayed in notice boards as well available on enquiry to the Administrative Officer. Accommodation is available for different grades, e.g., Single, Double, Non- A.C., A.C. etc.	The Hostel and Canteen services are offered on not-for profit basis. The cleanliness and hygiene of the places are ensured through engagement of competent housekeeping agencies. The canteen and Hostel Kitchen is managed through competent caterer. Balanced diet is provided at reasonable price.	Possible nonconformity: Inadequate, poor accommodation, catering services. Channel for communication of grievance: 1^st stage: Warden 2^nd stage: Administrative Officer 3^rd stage: Director

5. Complaints handling mechanism

Training programmes: At the end of each training programme conducted by IIE, a participant’s feedback form is given to the participants. The participants can express their opinion as well as remarks regarding the shortcomings regarding the programme attended through this form. Channel of grievance handling is as stated above.

Consultancy assignments, sponsored programmes: Inception reports, draft reports are submitted to clients to keep them abreast about the methodology and progress of the studies carried out so that any difference between the client’s requirement and the study outcome can be resolved at the earliest. If the Client requests any clarification/modification on the final report the matter is resolved amicably. A feedback form is given to the sponsors to measure their satisfaction level regarding the services offered by IIE. Channel of grievance handling is as stated above.

Any other complaints by Public or other interested parties: All written complaints are received by the facilitation centre at reception desk with due acknowledgement of receipt within 24 hours (In case of holidays, within 24 hours of reopening of the office). The Administrative Officer directs the grievance to Faculty or Head of the Department concerned depending upon complexity of the grievance. The Faculty or the H.O.D analyses the root cause of the grievance and plans the corrective action. The corrective action is communicated to the Complainant through Post/Electronic Media without undue delay. In case, delay in corrective action is envisaged the Complainant is communicated in this regard stating clearly the reason thereof.

Customer complaints and the actions taken thereto are discussed in Faculty Meetings and Management Review meetings conducted periodically. The Director chairs all such meetings and records of the meetings are maintained.

Responsibility of user and user’s sponsor

The user and user’s sponsor shall adhere to the norms and regulations of the institute in vogue in respect of campus facilities and services.

6. Monitoring and measurement of processes

A competent group of Internal Auditors periodically audits the effectiveness of the quality management system processes at IIE as well as the level of satisfaction of the customers with regards to the products and services offered by the Institute. Appropriate corrective and preventive actions are taken on the nonconformities/potential nonconformities detected during the audits. The outcome of the audits and the actions taken are reviewed during Management Review meetings.