Business Comment Special Report: International - Edinburgh Chamber of Commerce
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Business
Comment
AUGUST/SEPTEMBER2019
Special Report:
International
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CONTENTS
8
Focus: St James
Development
38
24
Scottish rugby - scoring
on circular economy
The Fringe -More than an
international arts festival
Contents and Introduction 03
International Chamber News 04 | 06
Developing Edinburgh 08
Welcome to the Business Comment, your Every route that opens sees new trade
magazine. begin. That is apparent in our healthy Feature: Leadership 09
tourism sector. The magazine examines
In this issue we look at Edinburgh’s role the city’s increasing international popularity, Chamber News 10
on the international stage, appropriately and a 20% growth in international visitors
enough as the city revels in the annual (to more than 2 million last year) tells an Top Tips 14
influx of its world-famous international increasingly successful story. Managing
summer festivals. Member News 15
the growth in tourism is a challenge for
And centre stage amongst our festivals is us all to consider as we seek to balance Corporate View 18
the Edinburgh Fringe. The magazine looks the employment and opportunity tourism
at how this phenomenon – the world’s first brings with protecting the very fabric of the New Members 20 | 21
festival fringe – grew from relatively humble city that visitors find so attractive.
Special Report: International 24 | 27
beginnings in 1947 to today’s enormous Those seeking to become more
undertaking, with more than 3000 shows international in their businesses would do Race to Zero 28 | 33
taking place from 63 different countries. well to check out the forthcoming Chamber
Now that is international! Chamber Partners 34
training courses identified in the magazine.
The festivals are massively important to Developing Young Workforce 35
Finally, elsewhere in the magazine you can
the capital’s economic well-being. We are learn about the innovative circular economy In Conversation With 36
increasingly familiar with the statistic that thinking by those in charge of the oval-
tells us our annual festivals are equivalent – shaped ball at Scottish Rugby, as they cut Chamber Training 37
in terms of numbers of tickets sold – to the down on waste. Game on.
city hosting a football World Cup each and Chamber: Circular Economy 38
every year. 60 Seconds 39
Equally important though, is our
international airport. The city’s busiest Get with IT 39
gateway to the World in terms of Inspiring Connections 40 | 41
passengers, in this issue the airport’s Chief
Executive Gordon Dewar puts a strong case Chamber Partners 42 | 44
for the continued joined-up marketing of
Edinburgh as an international destination
International Update 45
city to help drive new international routes Liz McAreavey Edinburgh’s Newcomers 46
which, in turn, opens up new opportunities. Chief Executive,
Edinburgh Chamber
of Commerce Cover photo credit: This is Edinburgh
(www.edinburgh.org)
August/September 2019 BC 3
CHAMBER NEWS
Struth ready to make his mark in the capital
Having been appointed as Edinburgh Rugby’s Managing Director last month,
Douglas Struth admits that he ‘couldn’t wait to get started’ as he takes the reigns
of his hometown team.
Raised in Edinburgh, Struth appears to be the
perfect fit for the BT Murrayfield-based team,
who’ve made significant strides in the past two
seasons.
“Edinburgh is very much home for me and my
family,” explained Struth, who was previously
Head of Legal at Scottish Rugby.
“I live in Corstorphine - where I grew up
and went to Primary School - with various
generations of close family living nearby.
“My connection with Edinburgh Rugby really
started in the late 1990’s and I’ve followed the
team through various guises and at various
home grounds ever since as a regular Season
Ticket holder.”
Although a clearly passionate supporter of
the club, Struth’s strong background in both
law and Scottish Rugby make him perfectly
equipped for the Managing Director role.
Having trained as a lawyer with Maclay, Murray
& Spens (now club sponsor Dentons), Struth commercial partners, the clubs and schools in that, in truth, he remains an Edinburgh Rugby
built up a strong commercial legal background our area as well as the wider community.” supporter at heart.
over a six-year period with Royal Bank of Struth clearly has a vision for success and a From the historic victory over Toulouse at
Scotland, both in Edinburgh and through a large part of that blueprint comes with building Meadowbank in 2004, to this past season’s
three-year role with the bank’s international on the positive strides made under Head Coach Heineken Champion’s Cup European adventure,
legal team based in Jersey. Richard Cockerill. Struth was there, and the new Managing
He then spent a further three years as a Senior Director is looking forward to playing his part as
The former England hooker has breathed
Lawyer at Virgin Money, working on a range of the club makes further history.
significant life into Edinburgh Rugby since
high-profile strategic projects and acquisitions, being appointed two years ago and that “I’ve loved supporting Edinburgh Rugby over
before joining Scottish Rugby in 2014 and resurgence has seen Edinburgh return to the the years, while I’ve cherished the first matches
progressing to Head of Legal. In that role, Heineken Champions Cup in 2018/19 as well that I took my children to as well. I’ve loved
Struth worked closely with Edinburgh Rugby as retain the historic 1872 Cup in back-to-back watching my 9-year old catching his own
and developed a deep understanding of the campaigns. version of the Edinburgh Rugby bug!
club.
“As a club, we have seen a huge amount of “That’s part of what Edinburgh Rugby matches
“So much of my background has been about progress on and off the field in recent times,” are all about, creating cherished memories
building relationships and engaging with continued Struth. among family, friends and colleagues.”
people,” explained Struth.
“We will be building on that progress and we can
“As Managing Director at Edinburgh Rugby, Season Ticket Memberships for the 2019/20
all look forward to watching some top-drawer
I see that process as being crucial to the campaign are now on sale at edinburghrugby.org.
performances in both the Guinness PRO14 and
ongoing success of the club as well and it’s If your business is interested in joining
Europe from an excellent squad, led by a world-
something that I am keen to apply. Edinburgh Rugby’s Business Club, please get in
class head coach, against quality opposition.
touch with the club’s Head of Commercial, Ben
“It’s so important that we engage and build As Struth continues to find his feet in the job, Slater, for further information:
relationships with our supporters, our what makes part of his appointment so fun is Ben.Slater@edinburghrugby.org
“My connection with Edinburgh Rugby really started in the late 1990’s and I’ve
followed the team through various guises and at various home grounds ever
since as a regular Season Ticket holder.”
4 BC August/September 2019
CHAMBER NEWS
DJ Alexander named as one of 1,000 companies to
inspire UK
Leading property management company DJ Alexander has been named as one
of the 1,000 companies to inspire Britain in the annual London Stock Exchange
Group (LSEG) publication.
The independent report has identified the top ambition, innovation and entrepreneurial
1,000 fastest growing companies in Britain with drive, and all are to be congratulated on their
a turnover of between £6m and £250m which achievements.”
are characterised as being dynamic growth
David Alexander, joint managing director of
companies creating jobs and generating wealth
Apropos by DJ Alexander who has almost 40
in an innovative, driven and inspirational way.
years of experience in property management,
As David Schwimmer, CEO of the LSEG, said: “We are delighted to be included in this
explains in the report: “Ensuring that dynamic annual report, it reflects the commitment and
growth companies can realise their potential hard work of our extraordinary team at DJ
is vital to the UK’s future prosperity. Small and Alexander. The team have worked hard over
medium-sized enterprises (SMEs) – accounting the last few years to help our firm to deliver
for 60% of all private sector employment – the highest quality service for our clients. And
drive growth, innovation and job creation and we look forward to continuing development
are the lifeblood of the British economy.” He and growth in the coming years as we launch
continues: “The overall revenue growth of the Apropos by DJ Alexander, our new innovative
companies featured 108%. Companies in this Liz Cameron, Director and Chief Executive service. This will extend our business across
year’s report together created 95,827 UK jobs of the Scottish Chambers of Commerce, the whole of the UK, and allow us to continue
over the past two-year period, a 39% increase commented: “The outstanding businesses our focus on offering high quality service for
compared to last year’s report.” contained in the publication display immense landlords and tenants.”
Edinburgh firm lights up complex project
A city centre office block in Scotland’s capital is being shown in a whole
new light, after Specialized Signs completed work on a complex project that
required a totally bespoke solution.
The Edinburgh-headquartered firm, which Graham Sim, Managing Director at Specialized
celebrates a decade in business this year, Signs said: “We started at the smaller
offers a range of services for all aspects area at reception; built three sections and
of signage including design, manufacture, when approved we then manufactured the
installation and maintenance. The business remaining cubes for that area. When we got
has been involved in several prestigious final approval, a team of 6 installed these three
projects over the years, including the sections and went on to manufacture / install
the remaining cubes for the full staircase
installation of signage at Glasgow’s SSE Hydro
area. The cubes were cornered and presented
Arena.
unexpected challenges. Two days were spent
Specialized Signs were approached about an trying different LED layouts for reception & the
illuminated signage installation at Exchange staircase elevation proved even more difficult.
Tower two-and-half years ago. The company “The team pulled out all the stops to meet
was tasked with installing two sections of the clients needs. Everybody is over the
3-dimensional illuminated cubes, one at the moon with it, and so are we. This job has
front of the building reception area and the gone perfectly. The manufacture was time
other scaling the building staircase elevation & consuming, but it was an amazing project to
wrapping around the top, some 80ft high. be involved with.”
August/September 2019 BC 5
CHAMBER NEWS
Optimism amongst UK mid-market
businesses rises slightly, but remains
well below pre-referendum levels
UK business optimism remains subdued at net 13% (net 10% in H2 2018)
Global business optimism falls from net 39% in H2 2018 to net 32%
However, growth prospects remain stable
with more than half (52%) of UK businesses
recording revenue growth above 5% over the
past 12 months
New research from Grant Thornton’s
International Business Report (IBR) finds
that optimism amongst the UK’s mid-sized
businesses* (MSBs) remains subdued, up to
just 13%** from 10% in H2 2018. This comes
as widespread uncertainty around the world
has dented global business confidence, from
39% in H2 2018 to 32% - the lowest global
level for three years.
The research found that UK businesses are
generally scaling back on investment, with
only 6% of businesses planning to increase
their investment in new buildings. This is
down from 8% in H2 2018 and the lowest
level recorded since Q4 2010. Investment
expectations in plant and machinery also
remain subdued, dropping from 19% of
businesses expecting to increase investment
(H2 2018) to 15%. In contrast, UK businesses’
investment intentions in technology are Monica
much healthier, with 38% of businesses Gizzi
expecting to increase investment in this area
(from 33% H2 2018).
Globally, the number of businesses expecting
to increase export levels remained steady at
21%. However, the UK saw a slight dip as the
More than half of UK businesses (52%) also time. This should include having a clear
number of businesses expecting to increase
reported revenue growth above 5% over the growth strategy in place that allows for some
their export capacity in the next twelve
past 12 months. Similarly, almost one-third flexibility depending on the Brexit outcome.
months dropped from 20% (H2 2018) to 18%.
(30%) had grown their staff levels by more Grant Thornton’s award-winning Growth 365
Businesses around the world are still citing than 5% in the past year. This suggests programme has been helping clients during
economic uncertainty as the main constraint that businesses are reaping the benefits this time by combining entrepreneurial
to growth, with 46% pointing to this as a of adapting to the uncertainty of recent thinking with insights, real experience and
concern (from 49% in H2 2018). In the UK, years, having employed a clearer focus on
networks to seek new opportunities and
54% of businesses noted this as their biggest their core strengths and spotting prudent
create value in their business.”
constraint (from 59% in H2 2018). diversification opportunities.
* Grant Thornton’s International Business Report surveyed
However, growth prospects remain stable Monica Gizzi, Growth 365 Manager at respondents from 510 UK companies with revenue between
with the number of businesses in the UK Grant Thornton UK LLP, commented: “It is £15m-£1bn, in May and June of 2019.
expecting to increase revenue levels in the important for businesses to focus on those
** Figures represent net balance percentages (e.g. total who
next twelve months rising from 31% in H2 elements that they can control whilst in this responded ‘very’ or ‘slightly’ optimistic less total ‘very’ or
2018 to 38% in H1 2019. politically and economically challenging ‘slightly’ pessimistic).
6 BC August/September 2019
BC ADVERTORIAL
You’ve Got A Great Marketing Team -
Why Do You Need PR?
When times are tough, businesses often cut the PR budget first - and small
businesses may not have one at all. After all, PR is just one part of the Marketing
mix, right? Wrong!
To view PR as just another Marketing tool
is to limit the scope of PR activities to lead
generation, customer acquisition and sales. Of
course, these things are important, but PR can
do so much more.
I have seen a number of examples of where
short-term sales-driven marketing has
damaged the long-term reputation of a
business. And once your reputation has been
damaged it is time consuming, difficult and
costly to recover it – it may even be impossible.
One such example was during the Arab Spring,
when I was based in Dubai and working across
the region. As the protests in Egypt reached
their zenith and people were congregating
in Tahrir Square to protest, one well-known
American fashion brand decided this was too
good a trending social media event to miss.
The company rushed in and tweeted that
people were flocking to Tahrir Square because
of their sale.
To equate a very serious political movement in
a country that was essentially on lock down – it
took me three worrying days to confirm my employees, as well as customers and potential but if you only measure success by sales
colleagues in Cairo were safe – with something customers. Marketing tends to take a much volumes, profitability or employee churn, then
as trivial as a clothing sale, showed a lack of narrower view and concentrates mainly on you are forgetting the value of your reputation.
understanding of the market and the situation existing and potential customers. It is difficult to measure the impact of a good
that was staggering. reputation, but it is easy to see the impact of a
I have worked in businesses where PR reported
As you might imagine, the tweet caused an through Marketing, through the CFO, through bad one.
uproar and for weeks any online search for HR and directly to the CEO. In my experience, PR is a tool that will help your business
that company revealed nothing but negative the direct reporting line to the CEO is by far the communicate the right messages to the right
comments. The insensitivity and opportunism most effective. Perhaps this is because the audiences. Ultimately, good PR should ensure
of this brand is what I will always associate CEO is the only other role that takes a holistic
your business is more profitable, but it will also
with it. I had been a customer of this company view of the business and its stakeholders. The
ensure lasting and positive relationships with
before, but I haven’t bought from them since. I other parts of the business are measured by
a whole host of stakeholders – and that could
am sure I’m not the only one. a narrower set of criteria – for Marketing it is
be the difference between real success or the
usually sales performance, for HR it is often
This is a clear example of social media failure of your business. While Marketing is
employee engagement scores and in the case
channels being run by marketers, whose only important – don’t forget the importance of PR!
of the CFO it is financial performance – but
thought was about driving short-term sales.
how can you monetise a well written letter to Heather Astbury is MD of The Reputation
They didn’t consider the long-term reputation of
a politician or a slick crisis communications People. She can be contacted on
the business. Had their social media feed been
plan? How do you directly compare a positive heather@thereputationpeople.com
run by a PR team this wouldn’t have happened.
article in a key media outlet with achieving
Why? www.thereputationpeople.com
your sales targets? Employee engagement
PR teams are used to thinking about numerous scores are unlikely to be good without good
audiences and messaging that will work internal communications. And how do you
for them all. Those audiences encompass prove that winning an award translates into
everything from investors to shareholders, more customers? We all know that these
media to politicians, clients to suppliers, and things make a huge difference to a business,
August/September 2019 BC 7
DEVELOPING EDINBURGH
Focus: St James Development
Edinburgh has all of the fundamentals needed to deliver a large-scale
regeneration project: a World Heritage site, quality transport links, a business
hub, a vibrant festival culture and a tourism trade second only to London.
Capitalising on this opportunity, the Edinburgh The much-anticipated £1bn development is handpicked brand partners in order to provide a
St James development will completely redefine due to open its retail and restaurant element world-class retail offering.
retail-led, mixed-use regeneration in the U.K., in 2020, followed by full scheme completion
in 2021, strengthening Edinburgh’s position In addition to being at the centre of the city’s
and is one of the most significant regeneration
projects currently underway. Through the scale, as one of Europe’s most exciting and festival spirit, Edinburgh St James has also
innovation and quality of its offer, Edinburgh cosmopolitan cities. teamed up with the public sector to deliver
St James will reposition Edinburgh as one once-in-a-generation improvements to roads,
Edinburgh St James most recently welcomed pavements and the public realm. Pulling
of the most exciting, forward thinking and Zara to the scheme, with the fashion retailer
sought after destinations for retail and leisure together different strands and using Edinburgh
set to move into 37,000 sq ft of space. Inditex,
operators in Europe. St James as a focal point, this regeneration
the Spanish multinational clothing company
effort will ensure the central vein of the city’s
Once completed, it will feature 850,000 sq ft of that owns Zara, will also bring its Bershka,
transport network is inextricably linked to the
retail and leisure space. This includes 85 new Stradivarius and Pull&Bear brands to Edinburgh,
in a clear vote of confidence in the city. All scheme.
shops, over 30 new restaurants, Edinburgh’s
four brands will all be located within the main The positive effects of the development will
first Everyman Cinema, 152 apartments, a
multilevel shopping galleria. be felt by Edinburgh for many years to come.
striking 12-storey W Edinburgh, a Roomzzz
Aparthotel with 75 rooms, as well as three new The project has a vision to deliver a destination Having already created 5,000 jobs during
public squares. With its 24-hour leisure offering, that builds on Edinburgh’s famous event construction, Edinburgh St James will continue
Edinburgh St James is set to revolutionise and calendar, drives engagement to nine events to provide 3,000 permanent, full-time jobs for
regenerate the city’s East End. spaces, and to deliver a collection of local people.
8 BC August/September 2019
FEATURE: LEADERSHIP
Learning from the best?
What the international leaders of today can teach the best of us.
By Iain Gibson
Associate Partner,
Charlotte Street Partners
“Leadership”. It’s an overused word
nowadays, isn’t it? Like “empower” and
“innovation”, it has been abused, casually
misused, and morphed into a piece of
management speak. For me, the line was
crossed when I saw a video several years
ago from the World Economic Forum where
one of the people being interviewed styled
himself as a “leadership empowerment
innovator”. If you have any idea what this
means, do feel free to drop me a line.
To be clear, my issue is not with the words
themselves, more with those who deploy
them in a manner that is vacuous, vague,
or in the vernacular. An increased focus
on better leadership, more empowered
populations and true innovation has been
a positive development in the early years
of this century, a development which
spans continents and governments of
many different ideologies. But I’m not sure new environments, your respect for other The most successful of them – and we
any of that progress can be attributed to cultures, and make friends across borders? can classify leaders as successful even
anyone who called themselves a “leadership Then Canada’s prime minister Justin Trudeau if we don’t agree with their views or their
empowerment innovator”. is one to take lessons from, especially as methods – are able to marry administrative
he is now far more popular abroad than at competence with the ability to clearly
So, at a time of unprecedented technological home. articulate what they are about, what they
advancement and a realignment of a want, and what they can do for you.
global order that has been more or less Are you offering (or at least claiming to offer)
unchallenged for a century, what can we different solutions from what has gone Dianne Feinstein, the veteran US Senator,
learn from those who currently lead the way before? France’s Emmanuel Macron and is credited with saying: “Ninety percent of
on the world stage? Brazil’s Jair Bolsonaro are worth watching, leadership is the ability to communicate
even if they come from polar opposite ends something people want.” We can quibble on
Well, in many ways, it depends on what of the political spectrum. the percentages, but no doubt that if you get
you want to learn. Presentation matters, this bit right, then you will take people with
that’s for sure, and the way leaders present Perhaps you yourself are evidence of the
you.
themselves is one of the most important change, rather than just an enabler or
elements of the job. Some may grimace at messenger of it. In that case, look to Ellen How you carry yourself is a vital first step
what they consider superficial concerns, but Johnson Sirleaf in Liberia, Jacinda Ardern in in getting things done. If you come across
who can deny that initial impressions are New Zealand or Cuba’s Miguel Diaz-Canel, as capable, with a message that is easy to
important, that they can help make working the latter by dint of the fact he isn’t a member understand and a proper sense of where you
together easier and create new avenues of the Castro family. are headed, you will accomplish many more
for co-operation, just as readily as they can of the objectives you’ve set for yourself and
The change you are advocating might be
switch you off? your nation.
a very basic, even retrograde one, such as
When it comes to foreign affairs and increased security or a return to a “better These principles can be applied to the
diplomacy, which is where residents of time”. Step forward Rodrigo Duterte of the corporate universe as well. It’s not a sufficient
other countries are most likely to notice Philippines or one Donald John Trump from substitute for actually running a country well
them, different world leaders offer us Queens, NY. or managing a company efficiently. But it’s a
contrasting sets of skills. Do you want to great place to start.
These people, and the approximately 190
demonstrate how easily you can adapt to others who lead nations, are all different. www.charlottestpartners.co.uk
August/September 2019 BC 9
CHAMBER NEWS
A new dawn as azuma arrives on the LNER
Flying Scotsman route
London North Eastern Railway (LNER) launched Azuma passenger services on
the prestigious East Coast route between Edinburgh and London.
The inaugural LNER Azuma service departed created with colours that represent the regions Class make it easy for customers to find
Edinburgh Waverley at 05:40 as dawn broke on and communities it serves. reserved or available seats on-board.
a new age of rail travel along the 393-mile route
Created by renowned tartan designer Ken The new Azuma trains are part of the
connecting the Scottish and English capital
MacDonald, based in Paisley, the Azuma train Government’s £5.7billion Intercity Express
cities.
working the inaugural ‘Flying Scotsman’ service Programme which will modernise LNER
David Horne, LNER Managing Director, said: will display a new livery featuring the tartan, the services on the key intercity route used by more
“This marks the beginning in a new age of rail first Azuma train to sport a special livery. than 22 million people each year.
travel in Britain with our Azuma trains being
Azuma is a game-changer for cross-border The inaugural northbound London King’s Cross
launched on our Edinburgh route. Azuma trains
long-distance travel. The new world-class fleet to Edinburgh service will depart London King’s
by LNER offer more seats, better WiFi, more
will help create more regular journey times of Cross at 17:30 and will call at Peterborough,
reliability and will ultimately offer faster journey
just four hours between Edinburgh and London Newark North Gate, York, Darlington, Durham,
times between the two cities.
with the introduction of a new timetable from Newcastle, Alnmouth, Dunbar and arrive at
“The Azuma experience is the proud tradition of 2021. All existing trains on the route will be Edinburgh Waverley at 22:10.
LNER setting new standards in rail travel. From replaced with a fleet of 65 new Azuma trains
The environmental benefits of the new trains
extra legroom, improved accessibility and more built in the North East of England.
are transformational. The Azuma fleet will cut
environmentally friendly, our new trains are truly
Azuma trains boast a dedicated ‘Let’s Eat Cafe harmful emissions by 90 per cent compared to
transformational.”
Bar’ in addition to the ever-popular at-seat existing High Speed Trains (HSTs) as well as
“The original Flying Scotsman train entered trolley service in Standard Class. Customers reducing noise at stations and for communities
passenger service in 1862 when the locomotive in First Class will enjoy complimentary two- living along the East Coast route.
was introduced between Edinburgh and course meals freshly prepared in the onboard
The on-board environment is a significant
London. Throughout its 157-year history the kitchens using locally sourced ingredients.
improvement for all customers including those
service has endured as a symbol of speed and
First Class also includes larger tables, reclining who require wheelchair access, Priority Seats,
excellence on the East Coast route. We are
seats and both USB and plug sockets at every seat. Universal Access Toilets, clearer exterior and
excited to be continuing that proud tradition
interior passenger information screens and
with the first Azuma passenger train being our The seats have been designed to maximise
audio announcements.
Flying Scotsman service.” comfort and support posture. A new traffic light
seat reservation system alongside clear digital
To celebrate the launch of Azuma services
displays above seats in First and Standard
to Scotland, LNER unveiled its official tartan,
10 BC August/September 2019BC ADVERTORIAL
Leading Accountancy Firm, Douglas Home & Co, urge
businesses to plan for the future
Uncertainty lies ahead for companies following the unknown impact of Brexit on
the British economy.
However, leading accountancy firm, Douglas existing structures and create opportunities for
Home & Co, are encouraging businesses to take retirement and succession.’
this opportunity to evaluate their position and
investigate if there is potential to diversify or re- Douglas Home & Co have been specialists in
structure to reduce risk and save money if times accountancy, tax and business development
become tough. for over 35 years and therefore can confidently
guide a business through the best route for a
Company Director and Head of Advisory, restructure. Although every business situation
Victoria Bewley, suggested that businesses is unique, the majority result in business and
could diversify slightly by using more innovative asset transfers, share capital reorganisations,
methods which could create opportunities for creation of new entities, takeovers, mergers and
research and development tax credits. Far too in a specific area. This can also help your de-mergers as well as joint ventures. Although
often, companies within different industries are business to become more competitive within these are big decisions to make, sometimes
unaware of their eligibility for a R&D programme its sector therefore being a great addition to a they are crucial to ensure the business remains
which could save them money. For example, development strategy.’ successful.
within architecture, designing construction Mike Johnston, Director and Tax Specialist, also
documents, developing schematic designs and With 8 offices across Scotland and Northern
added, ‘By taking a step back and evaluating England, Douglas Home & Co offer a range of
developing unique energy efficient features are what direction the company should go in
only a few examples of activities that could compliance and specialist services to rural and
the future, it may become obvious that the corporate clients. The firm prides itself on being
qualify for a R&D project. company’s structure needs reviewed. Planning a ‘director-led’ organization where its people are
Victoria stated, ‘By looking into what R&D for the future can often lead to significant its greatest asset and they go beyond traditional
projects may be available to your business, you business changes, resulting in restructures. accountancy and tax return. To find out more
could potentially save money by reducing your This can help to reduce uncertainty and about Douglas Home & Co visit
tax bill and grow the business by specialising mitigate risk, ensure tax efficiency, simplify www.douglashomeandco.co.uk
Our people are our greatest asset
When faced with uncertain times,
there are more effective ways of
planning for the future.
We’re Brexit ready when you are.
t: 01573 225082 w: dhco.co.uk t: 01573 225082 w: dhco.co.uk
DARREN THOMSON
OFFICES ACROSS SCOTL AND AND NORTHERN ENGL AND
DIRECTOR OFFICES THROUGHOUT THE SCOTTISH BORDERS AND BEYOND
August/September 2019 BC 11BC ADVERTORIAL
The rise in work-based learning
and how you can benefit
Work-based learning is a growing educational strategy that offers the opportunity
to combine work and studies by putting theory into practice with real-life work
experiences.
This can vary from mentorship programmes Today, many people opt to gain their the ambition and developing the vision of
and internships to graduate apprenticeships undergraduate and postgraduate degree their staff.
and professional masters courses. This trend qualifications through work-based learning over
is catalysed by many initiatives including the traditional modes of study. Graduate Apprenticeships leading to an
Government’s target of 30,000 apprenticeship honours degree. This option allows students
to study for an undergraduate degree while
starts each year by 2020. Study while you work working.
This approach to learning is highly beneficial for Edinburgh Napier University provides a range
not only the student but also their employers. of routes to an academic qualification that There is also a wide range of courses
More importantly, it gives individuals a support a work-based learning approach, giving to choose from that are delivered part-
competitive edge, making them more desirable you flexibility in your learning and professional time, online and via distance learning, to
to recruit, as well as giving them the opportunity development to enhance your career and give maximum flexibility, allowing a full
for career progression. develop your specialist skills. Options include: balance between studies and other life
commitments.
What makes work-based learning unique is Executive Masters leading to a postgraduate
that the focus is on training and education; it is degree. This option is aimed at working
Give your staff the competitive
about solving an employee and organisation’s professionals looking to upskill. The
immediate needs, as much as appreciating the courses feature two major components edge
underlying issues. Students studying on a work- co-designed with the employer; a work- Employees get the competitive edge through
based learning route get the opportunity to put based project delivering immediate impact an Executive Masters degree. The courses
into practice what they learn in the classroom and a dissertation to advance knowledge in are designed to support organisations in
to their existing job, allowing them to make an the organisation. They provide a strategic developing talent with emphasis on career
impact on their organisation from the outset, opportunity for companies to develop their development and progression. The courses are
rather than after graduating. people and their organisation, by harnessing open to either new or existing employees, while
12 BC August/September 2019EDINBURGH NAPIER UNIVERSITY
management, and given me practical skills Executive Masters at Edinburgh
needed to be able to positively influence
delivery of ICT services. Furthermore,
Napier
completion of the various assessments has As market leaders in work-based learning
enhanced my confidence in my own work. I experiences, Edinburgh Napier University is the
am certain that I am able to do my job to a perfect partner for your organisation.
higher quality than would be possible had I not Edinburgh Napier offers four Executive Masters
had this experience.” Tiffany, Senior IT Officer courses that are delivered within the School of
studying MSc Strategic ICT Leadership. Computing.
An Executive Masters degree lets you gain The MSc Advanced Security & Cybercrime
your postgraduate qualification while applying focuses on broadening your knowledge of the
key issues related to network and computer
“I feel that I started security technologies and processes, with a
particular focus on the growing threats posed
to benefit from the by cybercrime.
If you are working in a data-related role within
course from the your organisation, whether in a technical,
software or business context and you want
very first session I to enhance your skills and understanding
of leading-edge data analysis tools and
attended.” techniques, then the MSc Data Science course
will help you develop your understanding and
skills in data science.
new skills to your job throughout. Whether you
are looking to build new skills in a current role Align your business and technical skills with
or prepare for your next move, within 18 to 24 an MSc Strategic ICT Leadership. This course
months you can achieve a respected industry- enables IT professionals to address business
relevant Masters degree where the majority of challenges and gives them the tools and skills
the unique delivery model means students
learning and study takes place at work or draws required to make a greater contribution to
only need spend a limited time away from the
on workplace experience. business performance, enabling them to align
workplace.
IT projects with business priorities.
Supporting staff development and upskilling
of talent has many benefits for organisations
Balance work and study For significant career advancement, the
including: How does it work? A key requirement for the MSc Project & Programme Management
Executive Masters courses is that individuals helps you to develop your own and your
Improving the business. Students on must be in employment. Students are fully organisation’s project and programme
Executive Masters courses apply their supported by the university and their employers management practice with a more
learning in the workplace while they are throughout the course so that they can balance comprehensive and rounded approach.
studying for their degree, bringing new skills work and study. Support is given from initial
and knowledge to benefit your organisation. “The Executive Masters courses are concrete
enquiry, through to application as well as with evidence of our commitment to engage with
Work-based assessment. As industry things like forming a business case to justify real-word problems outside the classroom, to
leaders in work-based learning, Edinburgh the investment. help organisations navigate complexity and
Napier’s delivery model is designed to change, and to ensure that the high-level skills
minimise time out of the workplace. Challenges and how to overcome development needs of professionals are being
Develop university links. Build strong them met.” Dr Colin Smith, Programme Leader MSc
Strategic ICT Leadership
networks with top academics and embark “The work-based learning delivery model
on exciting projects with Edinburgh Napier really suited me, giving me the opportunity to To find out more visit napier.ac.uk/executive
University. This could lead to knowledge spend time with like-minded colleagues in the
transfer projects and other collaborations. classroom, examine real life challenges in the
workplace, all underpinned by self-study. Executive Masters courses
Recruit and retain top talent. Keep the best
people by providing them a route to show Balancing my studies against full time work MSc in Advanced Security & Cybercrime
their worth, while they are engaging with and a very active family wasn’t easy, but the
their studies. course structure and the academic support MSc Data Science
made this possible.
Boost your career prospects Completing my Masters experience gave
MSc Project & Programme Management
“I feel that I started to benefit from the course me the confidence to successfully apply
from the very first session I attended. The MSc Strategic ICT Leadership
for a significantly different role within my
taught modules are focused on current and organisation, where I’m amazed at how much
relevant topics, and I was able to immediately I lean upon skills and techniques picked
apply my new knowledge in my work. It has up during my course.” Campbell, Senior IT
strengthened my comprehension of key Manager, MSc Strategic ICT Leadership
areas, which underpin ICT activities such graduate.
as ICT governance, leadership and project
August/September 2019 BC 13TOP TIPS
TOP TIPS ON: MAKING THE MOST OF EDINBURGH’S
FESTIVAL MONTH
Name: Rebecca Neish & Richard Ellis
Business name: Edinburgh Chamber of Commerce
Edinburgh in August – it’s exciting, vibrant, bustling and, at times, a bit
chaotic. We’ve put together this handy list of insider tips to help you
make the most of a busy August in the city, avoiding any Festival faux
pas along the way.
1. Comfortable footwear
Getting around Edinburgh in August is a marathon, not a
sprint. Make sure you’re prepared for plenty of walking
and queueing by sticking on your comfiest shoes!
2. Avoid the front rows (unless you’re an
extrovert)
Anyone who’s been to a Festival show knows
that performers LOVE a bit of audience
participation (or more like, a good bit of picking
on the audience). Unless you fancy becoming
the star of the show, we recommend picking a
seat a few rows back – although maybe steer
clear of the back row, as it’ll be obvious you’re
trying to hide!
3. Plan your routes
In August, the population in the city doubles,
and it can take much longer than normal to get
around. Planning is key – so make sure you’ve
allowed some extra time in your itinerary, and
avoid busy city centre roads where possible. Could
you take a JustEat Bike? Or is walking your best
option? Edinburgh is a hugely walkable city with many
cycle paths and parks. You’ll get to enjoy the scenery
this way too!
Rebecca Neish
4. Be budget savvy & Richard Ellis
If you’re anything like us, you’ll want to see as much as you can
during the Festival, and with so many amazing performances,
shows and experiences on offer, your costs can quickly mount up.
Plan ahead and look out for offers in places such as the Half Price
Hut. The Assembly are also offering £5 tickets for EH residents.
Simply visit any Assembly Box Office with proof of ID and address 6. Get tech ready
to claim your tickets (T&Cs will apply, visit their website for more Download the apps for venues, bars & restaurants, transport and
information). tickets to be ahead of the game!
5. Be weather prepared 7. Drink sensibly
It may be August, but we are in Edinburgh… Carry an umbrella, Alternate your alcoholic drinks with a soft drink, if you plan on
sunglasses and a coat at all times! surviving the month…
14 BC August/September 2019MEMBER NEWS
Edinburgh technology firm has ‘opened up
city’ to disabled people with Welcome app
Edinburgh technology company Neatebox has been nominated for the National
Diversity Awards for its app ‘Welcome’ – which helps disabled receive an
improved level of customer service in participating venues.
The smartphone system is available all over the guide dog user and I need people to know not “Ever since Welcome has been available I have
UK and Ireland but is installed in many of the to distract my dog, people always wanted to pet been able to go to places I couldn’t before, and I
city’s major attractions including Jenners and or feed him but they know not to do that now.” don’t feel anxious about going in”.
the Scottish Parliament and has ‘opened up the
city’ to people with disabilities. The freelance accountant explained that the App creator Gavin Neate said: “Since our
app has taken away the anxiety he used to feel launch, we have been inundated with interest
Welcome addresses the issue of inadequate when going into venues in Edinburgh. He said: from banks to councils and from large retail
customer service for visitors with specific
“Before the app if I was to go into a shop I businesses to little coffee shops. We obviously
accessibility requirements caused by
businesses lack of disability awareness. would walk through the doors and just stand jumped at the opportunity to install Welcome
there hoping someone would come and help at Jenners House of Fraser especially as they
The free app allows disabled people to request were renowned for being difficult to get around
me, often I couldn’t find a member of staff and
visits to participating venues, indicating the for elderly and disabled people. The results
would just have to turn around and leave.
areas where they need customer service staff
have been phenomenal with five stars reviews
to have awareness of any assistance required. “Jenners was particularly difficult, it’s a maze to
for every visit since it’s launch on the UK’s
get around and I would never have considered
Jonathan Attenborough, 29, is blind and has biggest disability review site, Euan’s guide.”
going before the app.”
been using the app for the last year. Explaining
how it works, he said: “So I open the app on “The awards are truly great as they raise
But now, through the use of Welcome, Mr
my phone and see the list of venues which are Attenborough can walk into Jenners with awareness of what is possible with modern
signed up. I just message them to let them confidence. He said: “When I visited Jenners technology and help spread our message of
know when I’m going. with the app someone met me at the door and real inclusion across the globe.”
“They confirm that they know I’m on my way escorted me to the cafe where I was having The National Diversity Awards will take place in
and it gives them time to work out how to help lunch with a friend. Liverpool on the 20th of September.
and what assistance they need.
“After I finished the staff in the cafe phoned
“They also get information about what my down and the member of staff came and got
disability is and what assistance I need. I am a me and took me down again.
August/September 2019 BC 15BC ADVERTORIAL
Newtyne: The Next Generation of
Data Expertise
Bringing together the best new talent in data with business.
Employing high-performing permanent staff and are able to respond to the wide and As part of the screening process, Newtyne
can be a long and daunting process. Many varying demands of businesses, maintaining provides industry standard PES (pre-
employers face choosing between expensive, a clear understanding of data and analysis employment screening), which includes
acknowledged industry experts, and which can then be nurtured and developed to the likes of credit, Disclosure Scotland
candidates who are less technically proficient suit each individual business’s requirements. and reference checks. We also provide
who often require costly training in order to fit an assessment day and panel interview
their needs. The programme involves sourcing individuals
with reviews. Once training is complete,
and delivering a robust and well-structured
individuals are deployed into the host
The Newtyne Business Intelligence and Data onboarding process, followed by a fully
business for a fixed term, typically for one
Analytics Academy is designed specifically to comprehensive learning programme.
year. At the end of the engagement, the host
deal with these challenges.
At the end of the placement, the host business has a free, no obligation option to
The Academy was established in 2012 and business has the choice of: transfer the Newtyne Academy graduate to
is an integrated consultancy and training their permanent headcount.
programme designed to provide businesses Transferring their Academy graduate to
the business permanently. Newtyne’s Academy
with a skilled pool of accredited resource
Account Manager, Hayley
immediately able to add value. Initially, the Extending the placement. Skipworth said: “Since its
Academy offered learning in the language
Ceasing the placement. inception, Newtyne has
of SAS, but over the years has developed
successfully placed close
to respond to the wider demands of the
The Academy offers continuous learning to 100 graduates in a
ever-changing technology landscape. The
and improvement for individuals range of sectors, including
Academy now includes other technologies
throughout their 52-week placement, telecoms, banking, life assurance, as well as
such as Python, R and SQL which dominate
with weekly and quarterly reviews, teams and departments such as fraud, credit
the Data Science community.
evening learning sessions and other risk and actuarial services.
Individuals are given the opportunity to learn opportunities to continually upskill.
important life-long transferable skills through “We also work with Scotland’s top universities
The Newtyne Academy approach provides to source our candidates, taking on those
our industry leading ‘Business Fundamentals’
businesses with the confidence and security with degrees in science, philosophy,
course. This is a blended learning solution
of obtaining employees with the right skills engineering, mathematics, statistics – and
delivering an interactive programme
whilst simultaneously being able to plan even music technology. If you are interested
covering skills such as time management,
communication, and assertiveness, plus for the future. At Newtyne, we mitigate any in finding out more about how the Newtyne
good email and meetings protocols. This is risks and take away the pain associated Academy could support your business,
in addition to usual compliance training in with finding skilled resources of the calibre contact us on academy@newtyne.com.”
Display Screen Equipment, Office Health & required.
While some learning programmes offer
Safety and GDPR. Results: Graduates of the Newtyne training with no guarantee of a role upon
Simon Wallis, Head of Academy are immediately productive completion, or fail to remunerate those taking
People and Development resources, adding value to a team. part, the Newtyne Academy ensures both.
at Newtyne said: “It is well Being selected for the academy provides a
Skills: Graduates are fully trained and
reported that increased unique opportunity for numerate data savvy
sufficiently skilled to sit SAS Certified
use of Machine Learning grads to kickstart their career in Business
Base Programmer accreditation. For
and Artificial Intelligence Intelligence and Data Analytics.
those requiring a more statistically
(AI) is automating business minded Data Scientist we cover the In short, the Newtyne Academy aims to
processes around the world, and it is even learning required for the SAS Statistical deliver technically competent, emotionally
estimated that AI could take over a third of Business Analyst: Modelling and intelligent ‘business-ready’ graduates
British jobs by 2030. However, at Newtyne we Regression certification too. who can start adding to an organisation’s
pride ourselves in being ‘a people business’,
capability immediately.
despite working within the tech industry. Contribution: Graduates are able to
Creative thinking, relationship building as provide an accelerated contribution to www.newtyne.com
well as key and enduring soft skills are still the business throughout their year of
integral to an organisation’s success.” placement.
Through the Academy programme, Planning: This also enables flexibility in
participants become ‘technology-enabled’, managing resources.
16 BC August/September 2019BC ADVERTORIAL
Customer Engagement: Levelling up on
the relationship
Whether it’s on social media, marketing emails, review sites, face-to-face at
conventions or expos, or even just on the phone, it can be difficult to make a
meaningful connection with your customers.
I’m not talking about the relationship building.
Getting to know what an individual or a
company wants from your company and
building ties through that is one thing. It’s
important, don’t get me wrong, my last article
focused entirely on how important it is.
But it isn’t the same as customer engagement.
When I say customer engagement, what I
mean is having an open dialogue between your
business and your customers. A conversation
that isn’t about the purchasing of goods or
services, but rather about what they think
or how they feel about your products and
customer service.
In my experience, there are three levels or
stages to the ways people engage with a
company. Not everyone goes through all of
them (or even in this order), though, so it is
important to not think of yourself or your
company as failing if all of your customers
aren’t micro-influencers within a year of the first
purchase.
it isn’t much of a jump before they tell you what your product or it could be about your
Engagement Level 1: Feedback they would do differently. customer service or even your social media
presence. You just never know, every company
When you first start down the road of Some of it may be outside of your product
experiences it differently.
encouraging customer engagement, the first roadmap or even outside the realms of
rung on the ladder is establishing the best way possibility, but it’s all good engagement. After For us, reaching this level often includes us
to gather feedback. all, it shows that they’re thinking about your asking those customers to beta test something
product and how they could better integrate it for us. It could be a new mobile app or a new
Some of the feedback will be easy to track and
into their lives. method of communication
make decisions off, like survey results. This will
(no really—watch this space for that one).
be hard numbers: 5 stars for this, 2 stars for Handling these suggestions is tricky, in fact
that, etc. there are dozens of online tools designed to We ask them to test because we know that
help you do just that! we’ll get honest feedback, considered insights
You may also get increases or decreases
and suggestions, along with the ability to pick
in customer support calls, which could At this level of engagement, the important
up the phone and generally chat about the new
mean a lot of things from better use of your thing is to make it clear that you welcome their
development. Where is it going, where did it
Knowledgebase to general dissatisfaction with suggestions and to feedback to them when you
come from, what is the potential impact.
a new product. Again, hard numbers that you are implementing them.
can collate and analyse. The most important thing about this level of
Other information, however, will be slipperier. Engagement Level 3: Open engagement is that you as the business owner
Dialogue recognise the contribution your customers are
It will be things like “I talked to so-and-so and
making.
she’s not happy with her latest delivery” or It’s important to note that you’re unlikely to
“That guy just loves the new widget”. Useful achieve full customer engagement with each
information, but getting the numbers on it is and every one of your customers. Some will get Graham Anderson, is the CEO
trickier (but not impossible). and founder of OpenCRM,
to the Feedback stage and never move beyond
one of the UK’s leading
it, others won’t even get that far. customer relationship
Engagement Level 2: With some, however, you’ll move through management systems.
Suggestions Feedback and Suggestions, passing into
Once you get your customers talking to you a relationship that includes full and open
and telling you what they think of your product, dialogue. This engagement might be about
August/September 2019 BC 17You can also read
