Managing Performance of Digital Microenterprises Post-COVID: The Case of IFS

Abstract

This is a case study of Integrated Facilitation Services (IFS), a digital consultancy firm established by Dr. Mohammad Zubair Ahmad in 2016. The firm offers knowledge services to various clients, such as entrepreneurs, micro, small, and medium enterprises (MSMEs), and voluntary organizations, in different stages of their business development, from project design to execution and evaluation. IFS has experienced a remarkable growth trajectory, but it also faces significant challenges that threaten its viability. This case explores the various aspects of the firm’s journey and how this innovative digital enterprise that provides novel services to other businesses struggles to survive and thrive in its own domain. Dr. Ahmad, the founder of IFS, was a successful entrepreneur until the COVID-19 pandemic disrupted his business environment and increased the difficulties for IFS. He is now confronted with a dilemma: How can he improve the performance of his small consultancy firm and ensure its sustainability and expansion? In the post-COVID-19 era, should he attempt to reinvent his current business or diversify into another one?