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newsdesk The newsletter of the Birmingham, Hereford & Worcester and Wolverhampton Branches

CMI IBC Joint Family Day

Education failures “damage economic performance” - according to new CMI report

Spring 2011 autumn 2009 • Campus CMI Launched 2011

• Inside the Minds of Top • Maclaren Lecture - Perween Warsi Achievers • Maximising • Young Workers ROI for Old? • CMI Manager Of The Year • Backing Young Britain • Black CountryTransformation Adviser is the best • Business • Chartered Manager Update


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The 3 Chairs…Faye Field, Gerwyn Jones and Eric Hogg (inset: Treasurer, John Wells) Young people often need training in basic skills when they enter the world of work

Education failures “damage CMI IBC Joint Family Day economic performance” Ironbridge Gorge Museum, Shropshire, Telford TF8 7JP

Stark warning from managers as Campus CMI aims to break the cycle Saturday 11th July 2009 Almost threeday quarters (69%) of employers believe Our family out each Summer is growing in that failures theyear education system popularity andinthis at Ironbridge wasare no damaging exception. the economic withefficient 73% believing We UK’s negotiated withperformance, the friendly and events they contributing to a skills crisis, according to team are at Ironbridge to provide us with a great itinerary new research released today bymeeting the Chartered (covering two sites), a fabulous room for the Management (CMI). annual generalInstitute regional and local branch update, a wonderful talk from one of the operational managers The “Tomorrow’s report, commissioned by and a tasty buffet Leaders‟ with refreshments. Local branches CMI to launch their new Campus CMI education subsidised the event so that it could be offered free to programme, also found that which nine out of ten managers members and their families represented terrific feel that young people often need training in basic value. This meant places were limited to 100 and they skills when they enter the world of work. The situation were snapped up within a couple of days leaving us with has worsened in the last decade, with just 9% a reserve list. agreeing that young people leaving education today are more employable than their counterparts ten years People arrived areas promptly at 10am check in at ago. Particular of concern arefor school leavers’ Coalbrookdaleskills, for a self-guided tour of the management identified as poor or Museum very poorand by Old Furnace wherecommercial people wereawareness, free to explore the70% site 77% of managers; which and remains of theorwater blast furnace where viewed as poor very powered poor; and communications Abraham Darby perfected thepoor smelting of iron with coke skills, viewed as Ipoor or very by 51%. instead of charcoal. It was the secret that helped make iron research the essential of the Industrial Revolution. The also material highlighted employers’ calls for change in the way these important skills are developed. 02

At 11.30, some people,agree attended meeting in Some 82% of forty managers thatthe giving young the Glassthe Classroom – a need fabulous – to receive an people skills they at venue work should be the top priority education system.Regional Forum update from for Ericthe Hogg, West Midlands Chair, CMI regarding new strategic developments in the However, just 20% feel that the current system CMI incorporating a greater focus on members. develops them to a satisfactory level. Nevertheless, employers are keen to get of involved to change this He also reminded everyone the significant benefits situation, with over nine out of of us tentend agreeing that and of membership (which many to forget) employers duty develop thestart skillsbenefitting of young urged us to have log ona to thetoweb site and employees. What’s more, such over as halfthe believed that more from specific services latest research involving businesses in the education process would on the latest ‘hot’ management issues, provision of a do most to of improve people’s employability. vast array useful young information through the online management information centre as well as consultancy Driven by this need for change, Campus CMI services and career information. Gerywn Jones, officially launched today and is working with people Branch Chair Wolverhampton, talked us through aged 14-21 by delivering qualifications in team events, past and planned, and how well the combined leading and line management in schools and FE Birmingham, and Hereford & colleges acrossWolverhampton the UK. Worcester is operating and providing practical benefits. Faye Field, Branch Hereforddelivered & Worcester shared The Campus CMIChair programme 1,500 CMI her aspirationsin for115 the schools combined branchEngland programme of qualifications across during and appealed more volunteers to join the events a pilot phase and will for increase this to approximately 3,000 in 300 schools by the end of 2011.


Spring 2011 “Ultimately, Campus CMI will lead to better employment prospects for those young people gaining qualifications; a better fit between entry -level skills and employment needs; and a stronger, better performing base of UK managers.” Greg Evans, Director of Nuclear at Centrica says: “As an employer of school leavers and graduates alike, we recognise the important role that leadership and management skills play in their skill-set. Of course, the fundamentals such as maths and science are key for us, but behavioural skills such as determination, teamwork and a desire to learn are just as important.

Lucas Field browsing the latest edition of NewsDesk The “Tomorrow’s Leaders‟ report

CMI intends to widen the programme to deliver 10,000 qualifications within 5 years. To ensure that the qualification delivery is answering employers’ concerns, Campus CMI is led by a board of employers including Waitrose and The friendly and effective jointCentrica, committee. National Grid. It also focuses on the practical, workplace skillsthen – such as building work or from organising We enjoyed a treat of arelationships presentation John informationOperations – that employers want to see from people. Challen, Manager, Blists Hill. young We weren’t left in any doubt as to what John’s passion is: Ruth Spellman, Executive and of CMI says: “Bad BRIDGES. This Chief well researched interesting talk management already an issue in the UK, with only included someisvintage footage of bridges from around 1 inworld, 5 managers having professional management the including someathat were doomed to failure, qualification, weback can’ttoletthe this become pattern and brilliantly but linked start of the a Industrial defining future business cycle Revolution which is at generations. the historicalThe heart of has the to be broken and Museum. the only way to certainly do so is for schools Ironbridge Gorge John knows how and employers work together”. to make bridgesto interesting – you could have heard a pin drop. This is how students will learn to lead and the UK Everyone thenthe regrouped to enjoy buffet lunch and can develop leadership skillsaneeded to make refreshments before Campus departingCMI for Blists Hill. Britain competitive. will prepare young Our group to enjoy Blists giving Hill Victorian at people forwas thefree working world, them Town a thirst their ownand pace. working for work the With aspirations to factories, take theirshops careerand as woodland where cottages setcan. in 50It acres of beautiful far as they will teach them the management, life is lived and andworkplace demonstrated it will wasboost in Victorian leadership skillsas that career times, there wasand plenty to see and opportunities develop theexperience. skills we Some know employers want to see in new recruits.

Campus CMI has recognised the importance of reaching young people at the point where these skills are able to be most easily developed, as well as giving them ambition and goals to strive for. Young people who demonstrate this outlook by securing management qualifications with CMI will set themselves apart from their peers at the stage.” Jeff Elmore CMI Birmingham withapplication Rachel Mallett of Ironbridge Gorge Museum’s very helpful events team

Graham Stuart MP for Beverley and Holderness and Chairman of the Education Select Committee says: “It is vitally important that we take steps to ensure our young people have the skills they need to enter the world of work. Figures show that young people face huge challenges when trying to enter the job market. We need to equip them with the management and leadership skills they need to stand out from the crowd.” exhibits are static and others are staffed by “The launch of demonstrators the Campus CMI is an knowledgeable (oh programme that Headteacher important part of achieving this aim. It gives young was strict and he did shout loud) who were happy to people an opportunity to grow in these key areas, explain more of their particular role. as well as a formal qualification to demonstrate their abilities. Not only will this look great on their CV, but The Post Office was a particular favourite of mine with it should also give them confidence that they have ‘security’ than a chair in the gap the skills no thatmore employers are looking for.”between the shop and behind the counter, the postmaster explained howfind theout postmore, officeorformed heart ofvisit the community To to getthe involved, providing crucial services for those who www.managers.org.uk/CampusCMI could not read and write through postal reading services (sometimes verycall:tricky if it was something the recipient didn’t want to Or hear) and writing lettersDormandy for those who couldn’t and Harriet Fitzgerald/Lucy parcels all0828 wrapped up010 with0829 string and a wax seal. 0207 010 / 0207 Fascinating! Feedback from those who attended on the day was very good which was rewarding as the planning for next year has already started. Sue Crabtree

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McLaren Memorial Lecture 2011: Perween Warsi CBE

...energy and enthusiasm from David Hyner.

Inside the Minds of Top Achievers Presenter: David Hyner, Director, Perween Warsi Chair of S&A Foods Ltd, Derby UK

STRETCH Developments Ltd Wednesday 5th August 2009 at the Introducing this year’s McLaren speaker Perween Manor Hotel, Meriden, West Midlands Warsi CBE, Aston University’s Vice Chancellor

Professor Julia King described her as “one of those Circa and IBCwho members guests people25inCMI business makeand their ownenjoyed luck some networking, refreshments and a tasty buffet through innovation, drive and hard work.” Shebefore went David introduced by John Wells. on to was briefly outline how when Mrs Warsi moved to

the UK in 1975 with her doctor husband and young Every nowwas anddisappointed again, you encounter anof individual that son, she by the lack tasty Indian invites/challenges you to examine way you do food available. Perween hopedthe she would bethings able (however successfully) more detail, perhaps from an to recreate the dishes in she used to make back home in India,perspective but quicklyorrealised the ingredients unusual in direct that opposition to how we just are weren’tIt’s available. taught. a little uncomfortable and takes some honest thought but it can prompt you to uncover some potentially Undeterred, used Ifallyou herunderstand resourcefulness limiting valuesPerween and beliefs. these and flair you for invention anadopting authentica range of properly are then to oncreate route to different home made (such as samosas, pakoras and approach andsnacks achieving so much more. David Hyner is kebabs) local takeaways and restaurants and from one suchfor individual. this one of the UK’s leading food supply businesses was born! Perween Warsi opened her talk by Firstly, David introduced himself, highlighting his pointing journey out that she hasa noreputable formal business is from building cateringtraining and and event wholly self-taught… 04

management for 15inyears 12 years of she had no business experience the through food business at research how top achievers realise his all wheninto she started out, but whattheir shegoals did to have current highI really energybelieved talks, worldwide, “was a role jollydelivering good idea in, plus establishing himself as one of the top inspirational the will to do whatever it took to make it happen” speakers in the UK.thisHeis then led shared an interesting and for Perween a trait by all discussion assumptions; how we all make successfulabout entrepreneurs. assumptions about others and what we will or will not do in our Foods everyday lives. Interestingly, David’s has S&A now turns over around £75mresearch per annum, shown that600 top employees achievers make fewer – has over in the UK assumptions and produces preferring deal more facts. each week. It is still over 1.5 to million readyinmeals based in Derby, Perween’s adopted home city, and We then went on to how assumptions can is characterised bydemonstrate a close-knit, family atmosphere fashion our conclusions asand we shared three things about where everyone’s ideas opinions count. ourselves – two true and one false – to see if our neighbour in the predict the S&A is part of aaudience market could sectorcorrectly of around 6,500 false one. Clearly, make£70 a raftbillion of assumptions companies worth we around per annumabout and this person that we barely know, to arrive atItour answers. which grows steadily even in recession. is the single It’s quite manufacturing useful to carry out an occasional health check on largest sector in the UK, representing what leads15% you to such assumptions.value, and around ofmake all manufacturing employing more than 500,000 people in a fragmented Next step waswhere to talk the us through setting and have how supply base majoritygoal of companies what top10achievers have in common is ‘massive’ fewerall than employees. goals and we discussed how that compares to the more common mantra being engrossing ‘realistic and According to Perweenofit isgoals a “challenging, and achievable’. then tookisthe goaldemand of one attendee exciting sectorDavid and one which totally driven”. and demonstrated how, through use of the pyramid, it can be broken down intodemand blocks on levels until So back to 1986….local forseveral her snacks rapidly the very where aspired the goaltotoreach be achieved is stated. grew, buttop Perween even more British Sound easy through and somewhat Yes,chains but David food lovers nationalfamiliar? supermarket and talked us through thetomost important elements be submitted samples a taste panel at ASDA. to She included row – accepted leading with most admittedintothe us foundation that when ASDA herthe products important: In aaddition, reminded it came aswhy? a bit of shock –we herwere business washow still important is tohome capture what we and know and clear what that we operating itfrom at that point it was need to know andcould galvanise intowith action to find this approach not ourselves keep pace ASDA’s out the answers. requirements or predicted demand! So true to form she was honest with them and in fairness ASDA was very David’s energy and enthusiasm hisand subject was supportive in return. Perween quicklyfor found renovated exceptional and it was transferred to the audience commercial premises - finishing them only the day before during this participative session as the contribution from ASDA’s team came to make its final inspection! all was very good. On behalf of everyone present, John Wells David stimulating, interactive and Withinthanked six months offor thea opening of this first factory fun session. S&A Foods (named after Perween’s two sons) were already thinking about new potential ways to grow Session feedback forms were by all (very the business. In alliance with completed another food partner, positive) and David thenpurpose drew three lucky winners for a S&A invested in a new built factory in Derby, copy of David’s motivational CD expanding ‘The MASSIVE Goal creating over 100 local jobs and production Principle’ (retails £10)toand a box ofrange chocs.of ethnic ready from Indian snacks a growing For information at: meals.further The business continuedcontact to grow inDavid the 1990s, info@stretchdevelopment.com in partnership with Venture Capitalists 3i which brought further growth and success, and despite some difficult times since, Perween has continued to develop her


Spring 2011 unique vision for the company’s future. The company now supplies ethnic foods including TexMex, Italian, and North African (all created by professional chefs from those cultures!) to many of the leading names in UK food retailing, as well as major international retailers based within Europe; and Perween’s own brand project – under wraps for the moment - will soon come to fruition. Over the years S&A Foods’ reputation for quality and creativity has not gone unnoticed and to date it has received close to 50 major awards for, amongst other things, cuisine, innovation, staff development and their commitment to health and safety. Perween herself has been recognised with many accolades and awards including an Honorary MBA from the University of Derby, Honorary Doctorates from Aston, Nottingham, Coventry and Staffordshire Universities, a isCBE, the titleofofchoices ‘Midlander ...saying “no”... one of theacclaimed most liberating of the Year’ and the First Woman Lifetime Achievement Award.

Choices?

So what next for this dynamic and passionate business leader? Perween’s dream now for S&A Foods is for people to enjoy her food internationally… It’s probably a cliché but nevertheless a fact, that our lives are governed by the choices we make. At the most Eric Hogg Chair the Birmingham Branch basic level we canofchoose to ‘go with the flow’ thanked – let life Perween and opened the Q&A session which was lively ‘happen’ to us and complain about the consequences. andavaried. was It’s bit likeAmong beingmany on a excellent river in aquestions boat withasked no oars. “Is there a single secret to entrepreneurial success?” Sometimes we move along quickly and smoothly, other times we hit rapids and have a rough ride; we can enter Perween’s answer simplyand enough – Aeven positive backwaters that takestarted us nowhere we may end attitude andat anaopen mind…but this quickly broadened our journey waterfall. Whatever happens, the one out as she warmed to are the not theme encompassing common factor is that we in control. passion and determination; I see many examples of this in the work I do in career transition. Quite often I work with people who have chosen to ignore what is happening around them and just hope things get better (or at least, no worse). For some, work has been a living nightmare but they stuck with it in the vain hope that whatever was causing the unhappiness would somehow magically disappear and all would be better. In my experience, this rarely, if ever, happens and the sensible course of action is to seek an alternative. But the first step is to recognise that we have the choice to ‘let things happen to us’ or ‘make things happen for us’. There are always choices but often we choose not to see key factor us from S&Athem. FoodsA - named afterpreventing Perween’s two sons seeing and exercising choice is that it takes us way out of our

the needzone to employ the right to listenrisk. to comfort or represents toopeople high aand perceived However, for the purposes thisviews. article let assume and respect their ideas of and Tous ask your you have chosen to exercise control over your life. customer – how can I make more your life easier?…and to Congratulations – you’ve just found the oars that will innovate, innovate, innovate… enable you to steer and drive the boat in the direction youiswish to ago, rathersecret than simply ‘going themaybe flow’. So there single after all? “No,with yes, …” Perween replied, “Success is a journey – love it So, where from here? Whilst tempted to say ‘the choice and enjoy it!” is yours’, one of the most liberating of choices is to choose to say ‘no’. As managers we are all under a Nichola Balmer great deal of pressure and have constant demands on our time. In our efforts to demonstrate our ability to cope www.sa-foods.co.uk we are often tempted to say ‘yes’ to things when we know we should be saying ‘no’. Saying ‘yes’ may be the easy choice but often it simply adds to our burden and makes us feel even more ‘out of control’. How many times have you found yourself saying ‘yes’ knowing full well that there is little or no chance of fulfilling the request. How much better would it be to say ‘no’ and then offer an alternative i.e. another choice, one which you know you can deliver.

CMI 2011 Chartered Manager of the Year Awards

Can you choose your ‘mood’? A pet hate of mine is managers who are moody and unpredictable and bring their personal angst and problems with them into the workplace. Sure I recognise that as managers we are first and foremost human beings, but does that give us the right to impose our bad temper on those we work The Chartered Manager of the Yearwhatever Awards with?CMI’s As professionals we should leave recognise the outstanding skillsus and commitment of personal issues we have behind and choose to put our Chartered Managers. ourselves in a positive mood at work. Personally I use my journey to work to put myself into a positive frame of The scheme, year, mind.annual Equallyawards I use the journey now homeintoits putfifth away the focuses onI have recognising exceptional frustrations experienced at work andperformance reach home above the requirements the Chartered withoutand anybeyond of the baggage we all carryofround from time Manager award. to time. Sometimes music works for me and at other times I abandon my motorway journey in favour of the This year Chartered slower butthirteen prettieroutstanding option of the country Managers lanes and are in contention for the Chartered scenery. It’s a matter of overall experimenting untilManager you find of thechoice Yearworks title. for All you. of them are winners, having what come top in the regions and countries where they live andshort work.article I’ve tried to give some simple In this examples of how the choices we make affect our lives The wide range of industries and I winners hope yourepresent will start to a think more carefully about the and sectors and have in their different choices you make. As all managers however ways there made is one a difference their workplaces either: choice I wouldinstrongly commend through to you, and that is to ‘choose to catch people doing things right rather than them doing things wrong’. •catchAchieving significant culturalMaking changethat simple choice and saying ‘thank you’ more often will make life easier you and your •so much Making a both majorforcontribution tocolleagues. community & environmental agenda Eric Hogg Eric at eh@exec-dynamics.com •EmailOvercoming significant resistance and personal risk through resilience 05


newsdesk •

Demonstrating exceptional use of leadership, influencing & communication skills

Making and delivering significant levels of added value for stakeholders

Applying a significant amount of creativity and innovation.

All thirteen winners will be invited to make a case to be considered as the overall CMI Chartered Manager of the year, to be presented at the Institute’s National Conference in October 2011.Our congratulations go out to Robert Halton CMgr FCMI, Board Member, Birmingham College of Law, who has been successful in being nominated as Chartered Manager of the Year, West Midlands, for instigating his impact in creating Cultural Change within his organisation. CMI is proud to recognise Robert’s commitment to management as a profession and to the Institute’s values. We wish him every success in his future and in ...energy and enthusiasm from David Hyner. Young person receiving help from a Jobcentre Plus adviser the CMgr Award selection process. It is important to appreciate that the Chartered Manager numbers are growing at an average rate of around 30 every month and the total as at the end of January 2011 stands at 1450. In June and July 2010 over 40 candidates gained this increasingly Supportingaward Young People in the prestigious in Unemployed each month. Presenter: David Hyner, Director,

Inside the Minds of Backing Young Britain Top Achievers West Midlands

The various promotions run from STRETCH Developments LtdCorby HQ, are beginning derive particularly respect of There’s noto doubt thatresults the West Midlands suffered Wednesday 5th August 2009 atinhas the the Professional Discussion route with registrations significantly in the recent adverse economic conditions Manor Hotel, Meriden, West Midlands coming through in increasing numbers recently,

and young people have been amongst those hardest Joanna CMgr MCMI CMgr Development hit. ThereDouglas are around 55,500 people aged 18-24 in the Circa CMI and IBC members and guests enjoyed Manager at Corby announced that 45 Jobseeker’s candidates West 25 Midlands Region currently claiming some networking, refreshments and a tasty buffet before have been registered so far in 2011. Allowance. David was introduced by John Wells. •This is21 PD candidates a dreadful waste of talent and potential - and in Every now and again, you encounter an individual that •order 11 candidates to Fellow enlist employers in addressing this, Prime invites/challenges you to examine you doYoung things Brown launchedthe theway “Backing •Minister 13Gordon Online candidates Britain” campaign in Birmingham on 2nd September. (however successfully) in more detail, perhaps from an Our congratulations are also extended unusual perspective or in direct opposition to howto wethe are The role employers across the UK insome supporting following from our region who were taught. It’sofamembers little uncomfortable and takes honest young people cannot betheir overstated. BYB is a national successful obtaining Chartered Manager thought but itincan prompt you toown uncover some potentially campaign thatDecember seeks to 2010. engage employers of all awards during limiting values and beliefs. If you understand these “shapes and sizes” to do everything possible to give properly you are then on route to adopting a different young people the help they need to find a job, training approach and achieving so muchHamilton more. David Hyner is Russell Hamilton - Russell Associates or work skills and experience. one suchHereford/Worcester individual. Limited, - West Midlands This support by employers is vital in providing Firstly, David introduced himself, highlighting Jonathan Collier - Qinetiq, Hereford/Worcester opportunities of work and work experiencehis forjourney young from -people. Westbuilding Midlandsa reputable catering and event 04 06

management business for 15 years through and 12 years of The government is seeking commitment action from employers around any or all of thetheir following research into how top achievers realise goals ways to his in whichrole young people can helped…Employers are current delivering highbeenergy talks, worldwide, being urged to: establishing himself as one of the top inspirational speakers in the UK. He then led an interesting • Offer volunteer places or become discussion about assumptions; how wea volunteer all make mentor for school or university assumptions about others and what leavers. we will or will not do • Provide work experience opportunities. in our everyday lives. Interestingly, David’s research has • Offer internships to graduates and non-graduates. shown that top achievers make fewer assumptions – • Consider a young person for a job through a work preferring trial. to deal more in facts.

• Provide apprenticeship opportunities for 16-24 year We then olds.went on to demonstrate how assumptions can fashion ourtoconclusions asthrough we shared • Apply provide jobs the three Futurethings Jobsabout Fund ourselves – two true and one false – to see if our (see below) neighbour ininthe audience could correctly predict the • Engage a Local Employment Partnership (LEP) with Jobcentre Plus false one. Clearly, make a raft of assumptions about Robert Halton CMgrwe FCMI this person that we barely know, to arrive at our answers. Visit It’s quite useful to carry out an occasional health check on to http://interactive.bis.gov.uk/backingyoungbritain what leads you to make such assumptions. Godfrey Magwindiri - Midland Mencap find out more... Birmingham, West Midlands Next step was to talk us through goal setting and how Alternatively you can contact Jobcentre Plus on any of what all top achievers in common is ‘massive’ Brian Thomas Morganhave - Veolia Environmental the following numbers for further - details of local goals and we discussed how that compares to the more Services UK Plc, Birmingham West Midlands initiatives: common mantra of goals being ‘realistic and achievable’. David took goal of one attendee Please feel and free tothen twist thethe arms of colleagues, Birmingham Solihull - 0121 255 8351 and how, through usepraise of the them pyramid, partners or friends, cajole them, andit Blackdemonstrated Country - 01902 435163 hopefully get them tointo come and register can be broken down blocks on several levels their until Coventry and Warwickshire -forward 02476 232598 interest thewhere Manager scheme. the veryintop goal to be award achieved is stated. Staffordshire -Chartered 01782the 382164 Shropshire, Worcestershire Sound easy Herefordshire and somewhatand familiar? Yes, but -David The closer we canthe get to this award elements becomingtothe 01562 623661 talked us through most important be de facto standard for all managers, everywhere, the included in the foundation row – leading with the most Future Jobs FundIn(FJF) greater thewhy? impact will be. we were reminded how important: addition, Department Delivered itbyis the important to capture what of weWork knowand andPensions what we (DWP) this fund aims to create 150,000 additionalwho, jobs For the what, when, needinformation to know and on galvanise ourselves intowhere, action to find that will provide both work experience and training how and why of becoming a Chartered Manager, out the answers. primarilyfeel to 18-24 year olds who been out of work please free to contact yourhave regional Chartered for nearly a year with the aim of delivering real benefits Manager Advocate; David’s energy and to communities. Theenthusiasm jobs must for be his jobssubject which was the exceptional andnot it was transferred to the audience employer would ordinarily have recruited for. Dennis Foster, CMgr during this participative session as the contribution from all was very good. On behalf of everyone John 25 The jobs created must provide work forpresent, at least 0121 331 5400 Wells thanked David for a stimulating, interactive and hours a week for 6 months and be paid at a salaried dennis.foster@bcu.ac.uk wage, (at least the statutory National Minimum Wage). fun session. DWP are accepting applications on a monthly basis from organisations keen towere playcompleted a part in supporting it. Session feedback forms by all (very Employers applying invited to for visita positive) andinterested David thenindrew three are lucky winners http://research.dwp.gov.uk/campaigns/futurejobsfund copy of David’s motivational CD ‘The MASSIVE Goal where full(retails details£10) of the and application Principle’ and programme a box of chocs. forms can be found. For further information contact David at: info@stretchdevelopment.com


Could YOU be a mentor?

...saying “no”... is one of the most liberating of choices

Choices? Could YOU mentor?

It’s probably a cliché but nevertheless a fact, that our Younger managers are often thrown into the role lives are governed by the choices we make. At the most without any formalised training or support. Many basic level we can choose to ‘go with the flow’ – let life survive and even thrive, but often at the cost of ‘happen’ to us and complain about the consequences. expensive mistakes and hard-earned experience. It’s a bit like being on a river in a boat with no oars. Those fortunate enough to receive training and Sometimes we move along quickly and smoothly, other ongoing development are less likely to make times we hit rapids and have a rough ride; we can enter mistakes are us generally a backwatersand that take nowheremore and weeffective may eveninend shorter timescale. The Chartered Management our journey at a waterfall. Whatever happens, the one Institute a firm believer in not theinvalue of mentoring common is factor is that we are control. in the development of managers. I see many examples of this in the work I do in career Having a mentor can Iavoid transition. Quite often work the withpitfalls peoplethat whoawait have managers and can assist in developing confidence chosen to ignore what is happening around them and in allhope aspects of get management. just things better (or at least, no worse). For some, work has been a living nightmare but they stuck Itwith is with pleasure that we cancausing announce it ingreat the vain hopetherefore that whatever was the the launch ofwould a link-up with Birmingham Futureand to unhappiness somehow magically disappear support of young all wouldthe becareer better.development In my experience, thisprofessionals. rarely, if ever, Birmingham is thecourse city’s leading happens andFuture the sensible of actionmembership is to seek an organisation for professionals working in the alternative. professional, financial and creative services sectors. But the firstof step is to recognise thatfrom we have the choice The profile members is diverse; associates and to ‘let things happenand to us’ or ‘make things happen for trainees to directors partners. Birmingham Future us’.a part Thereofare always choices but often wehas choose not is Birmingham Forward and grown to see them. since A keyits factor preventing from seeinghas and considerably inception in 1993usand currently exercising choice is that it takes us500 wayindividuals. out of our an active membership approaching

Spring 2011 The mentoring has too been running for overrisk. five comfort zone orscheme represents high a perceived years andfor has been responsible for assume guiding However, thealready purposes of this article let us countless young professionals through theover early-to-mid you have chosen to exercise more control your life. stages of their career. Congratulations – you’ve just found the oars that will enable you to steer and drive the boat in the direction Now, it has partnered withsimply the CMI to give you wish to go, rather than ‘going withmembers the flow’. access to a greater pool of experienced managers, So, from here? Whilst to say ‘the choice fromwhere different sectors andtempted backgrounds, who are is yours’, one the to most liberating choices is to committed and of willing share their timeofand knowledge choose to say Asmanagers. managers we are all under a with young and ‘no’. aspiring great deal of pressure and have constant demands on our time. In ouryou efforts to demonstrate our and abilitythe to skills cope If you believe have the experience we are often tempted to say ‘yes’ to things when we to mentor a younger manager and are prepared to know we should be saying ‘no’. Saying ‘yes’ may be the devote a little of your time, then please get in touch easy choice but often it simply adds to our burden and in the first instance with either; makes us feel even more ‘out of control’. How many times have you found yourself saying ‘yes’ knowing full Eric Hogg, Chair Birmingham Branch well that there is of little or no chance of fulfilling the eh@exec-dynamics.com request. How much better would it be to say ‘no’ and then offer an alternative i.e. another choice, one which or our Chartered you know you can Manager deliver. representative; Can youFoster choose your ‘mood’? A pet hate of mine is Dennis managers who are moody and unpredictable and bring dennis.foster@bcu.ac.uk their personal angst and problems with them into the workplace. Sure I recognise that as managers we are first and foremost human beings, but does that give us the right to impose our bad temper on those we work with? As professionals we should leave whatever personal issues we have behind us and choose to put ourselves in a positive mood at work. Personally I use my journey to work to put myself into a positive frame of mind. Equally I use the journey home to put away the frustrations I have experienced at work and reach home without any of the baggage we all carry round from time to time. Sometimes music works for me and at other times I abandon my motorway journey in favour of the slower but prettier option of the country lanes and scenery. It’s a matter of experimenting until you find what choice works for you.

Date for the diary... 2011 Crystal Lecture – “Running a modern business”.

In this short article I’ve tried to give some simple Date: Tuesday 2011 examples of how18th the October choices we make affect our lives Location: Building, Wolverhampton and I hopeMillennium you will startCity to think more carefully about the University, Wolverhampton choices you make. As managers however there is one Registration networking: 6:00pm - 6:50pm choice I wouldand strongly commend to you, and that is to Speaker Q&A: 7:00pm - 8:30pm rather than ‘choose toand catch people doing things right catch them doing things wrong’. Making that simple Speaker: Last, CEO ofmore Tarmac choice andTerry saying ‘thank you’ often will make life so much easier both for you and your colleagues. When running a modern business...How do you do Eric Hogg more with less (working smarter, not just harder)? Email Eric eh@exec-dynamics.com Make the at most of talent management? Manage the impact of globalisation on the West Midlands Region? 05 07


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Terry Last, CEO of Tarmac

All whilst managing and building a multinational business, brick by brick (or ‘block by block’)! Tarmac isand theenthusiasm UK’s largest quarrying and ...energy from David Hyner.company Young person receiving help from a Jobcentre Plus adviser supplier of building materials to the construction industry - they are the market leader for aggregates, ready mixed concrete and asphalt. The company has been involved in some of the UK’s biggest construction projects including Wembley Stadium, Emirates Stadium, the M1 widening, M25 resurfacing and most recently London 2012. They quarry Supporting Young Unemployed People in the materials such as sand, hard rock and gravel, which Presenter: David Hyner, Director, are used to produce products like ready mixed West Midlands concrete, asphalt, cement and lime. STRETCH Developments LtdThese products help meet the 5th need for West infrastructure like roads, There’s no doubt thatAugust the Midlands Wednesday 2009 at has thesuffered schools, hospitals, homes, and economic offices, as well as significantly in the recent adverse conditions Manor Hotel, Meriden, West Midlandsfood, consumables used in steel, and young people have beenpharmaceuticals, amongst those hardest clean water sewage treatment. hit. There areand around 55,500 people aged 18-24 in the Circa 25 CMI and IBC members and guests enjoyed West Midlands Region currently claiming Jobseeker’s some networking, refreshments and a tasty buffet before Tarmac, originally founded in 1903, has its international Allowance. Davidjust wasoutside introduced by John base the centre ofWells. Wolverhampton. In the mid gave upwaste house activities in a- and swap This90’s is a itdreadful ofbuilding talent and potential in Every and you encounter an individual that agreement withagain, Wimpey, which enabled Tarmac to order now to enlist employers in addressing this, Prime acquire building materials and construction invites/challenges you to examine the you doYoung things MinisterWimpey’s Gordon Brown launched theway “Backing Britain” campaign in Birmingham on 2nd September. activities. In 1999, Tarmac demerged into two (however successfully) in more detail, perhaps from an companies, Tarmacorretained and focussed unusual perspective in direct opposition to howon we the are The role ofa little employers the takes UK insome supporting building materials part across of theand business, whilst the taught. It’s uncomfortable honest young people cannot overstated. BYB is a national construction of thebe business became Carillion (with thought but itpart can prompt you to uncover some potentially campaign thatand seeks to City engage employers of all its base values in Wolverhampton limiting beliefs. If centre). you understand these “shapes and sizes” to do everything possible to give properly you are then on route to adopting a different young the help they need tobyfind a job, training Later in people 1999, was Anglo American, approach andTarmac achieving soacquired much more. David Hyner is or workexpanded skills and Tarmac’s experience. which international scope with one such individual. access to Anglo American’s global mining operations. This support employers is briefly vital input providing Whilst in 2007by Anglo American the Firstly, David introduced himself, his opportunities workover and work highlighting experience forjourney young Tarmac up forofsale, queries over its future from building a reputable catering and event people. focus on mining.

Inside the Minds of Backing Young Britain Top Achievers

04 06 08

management business for 15remains years through 12 of However, today part and ofyears Anglo The government isTarmac seeking commitment action American and aaround business has deal withways from employers anywhich or all of theto following research into how top achievers realise their goals tothe his in whichrole young people can helped…Employers are challenges of Parent Company and Stock Market current delivering highbeenergy talks, worldwide, being urgedpressures to: demands, Global establishing himself asfrom one recent of the UK top and inspirational economic andthe government manspeakers in UK. He challenges, then led anwhilst interesting a business volunteer • Offer volunteer places or become aging regular changes and developing the discussion about assumptions; how we all make mentor for school or university and their people. assumptions about others and what leavers. we will or will not do • Provide work experience opportunities. in our everyday lives. Interestingly, David’s research has • Offer internships to graduates and non-graduates. Terry worked in make the Industry for 43 years,– shownLast that has top achievers fewer assumptions • Consider person for a jobMining throughCollege a work starting with 3a young years atfacts. Doncaster preferring to deal more in trial. whilst working for Wimpey Minerals. He has since • Provide apprenticeship opportunities for 16-24 year worked for ARC (now Hanson), Aggregate Industries We then olds.went on to demonstrate how assumptions can and Tarmac, and is now CEO of Tarmac. His career fashion ourtoconclusions asthrough we shared • Apply provide jobs the three Futurethings Jobsabout Fund has taken–him to many places around theifUK, ourselves two true and one false – to see our (see below) including Northern Ireland, and he has also worked neighbour ininthe audience could correctly predict the • Engage a Local Employment Partnership (LEP) for periods overseas in the Caribbean Islands and Plus falsewith one.Jobcentre Clearly, we make a raft of assumptions about in Africa. this person that we barely know, to arrive at our answers. Visit It’s quite useful to carry out an occasional health check on T e r r y w a s b o r n i n W e s t S u f f o l k , w h e r e h i sto http://interactive.bis.gov.uk/backingyoungbritain what leads you to make such assumptions. octogenarian find out more...parents still live very self sufficiently, and he now lives on a small 100 acre farm in South Next stepHis was to talk us through goal setting and how Suffolk. wife Caroline equestrian Alternatively you can contactmanages Jobcentrean Plus on any of what allontop achievers have inabout common is ‘massive’ centre the farm and crops 65 acres hay the following numbers for further details ofoflocal goals and weHaving discussed howmarried that compares the more every year. both twice, to Terry and initiatives: common have mantra of goals ‘realistic and Caroline 6 children and being 3 grandchildren (so achievable’. David then took the goal of attendee far!) between them. Terry enjoys his very close Birmingham and Solihull - 0121 255 8351one and how, through the pyramid, family with whom he435163 spendsuse as of much time asit Blackdemonstrated Country - 01902 can be broken down intoand blocks several levelsnear until possible, bothWarwickshire at home aonsecond home Coventry and - in 02476 232598 the very top where the goal to be achieved is stated. the North Norfolk coast. Staffordshire - 01782 382164 Shropshire, Worcestershire Sound easy Herefordshire and somewhatand familiar? Yes, but -David 01562 623661 The Crystal Lecture talked us through the most important elements to be included in the foundation row – leading with the most Future Jobs FundIn(FJF) The Crystal Lecture is a longwe running annual event, important: why? addition, were reminded how Department Delivered run as a itby partnership between The University of important is the to capture what of weWork knowand andPensions what we (DWP) this fund aims to create 150,000 additional jobs Wolverhampton Business School and Chartered need to know and galvanise ourselves into action to find that will provide both work experience and training Management Institute. The event is advertised and out the answers. primarily toby 18-24 year olds who have been out of over work promoted both organisations and attracts for nearly a year with the aim of delivering real benefits 250 attendees year. David’s energyeach and to communities. Theenthusiasm jobs must for be his jobssubject which was the exceptional andnot it was transferred to the audience employer would ordinarily have recruited for. 2009 Crystal Lecture on sustainability. View it here: during this participative session as the contribution from http://www.managers.org.uk/forum/wolverhamptonall was very good. On behalf of everyone John 25 The jobs created must provide work forpresent, at least branch/cmi-crystal-lecture-corporate-social-responsibility Wells thanked David for a stimulating, interactive and hours a week for 6 months and be paid at a salaried wage, (at least the statutory National Minimum Wage). fun session. DWP are accepting applications on a monthly basis from organisations keen towere playcompleted a part in supporting it. Session feedback forms by all (very Employers applying invited to for visita positive) andinterested David thenindrew three are lucky winners http://research.dwp.gov.uk/campaigns/futurejobsfund copy of David’s motivational CD ‘The MASSIVE Goal where full(retails details£10) of the and application Principle’ and programme a box of chocs. forms can be found. For further information contact David at: info@stretchdevelopment.com


Spring 2011

Date for the diary... Black Country Asian Business Association Awards Dinner BCABA is celebrating its 10th Anniversary with a spectacular awards dinner on the 17th June 2011 at the Copthorn Hotel, Dudley. With a fantastic three course meal, wonderful entertainment and a prominent business speaker, the event is a ‘must’ event to attend for those serious about networking. ...saying “no”... is one of the most liberating of choices The Dinner is seen as one of the premier business black tie events in the region. Previous speakers have included Lord Bhattachariya, Mo Choudary (Secret Millionaire), Keith Vaz and Lord Paul.

Choices?

It’s probably a cliché but nevertheless a fact, that our lives are governed by the choices we make. At the most The attracts over 350 guests and has– let been basicevent level we can choose to ‘go with the flow’ life sponsored corporates asthe Mercedes, KTC ‘happen’ to by us and complainsuch about consequences. Edibles, Johnnie Walkie, Microsoft and Pilot IMS. It’s a bit like being on a river in a boat with no oars. Attendees event include of the largest Sometimesto wethe move along quicklysome and smoothly, other employers wealth creators in the region. times we hitand rapids and have a rough ride; we can enter backwaters that take us nowhere and we may even end BCABA have in existence sincehappens, 2001 and our journey atbeen a waterfall. Whatever thehave one sought be ais centre for not business advice and commontofactor that we are in control. signposting for businesses of all sizes in the asian sector. BCABA have worked with organisations I see many examples of this closely in the work I do in career such as AWM, West Midlands Ethnic who Business transition. Quitethe often I work with people have Forum, Business Linkis West Midlands and other chosen to ignore what happening around them and major government just hope things getinstitutions. better (or at least, no worse). For some, work has been a living nightmare but they stuck BCABA regular and seminars for their with it in hold the vain hopeevents that whatever was causing the members and a new website is currently under unhappiness would somehow magically disappear and construction whichInwill on the potential all would be better. myconcentrate experience, this rarely, if ever, of the subcontinent. Thecourse BCABA boardiscomprises happens and the sensible of action to seek an of experienced entrepreneurs who are widely alternative. connected within the Business World. But the first step is to recognise that we have the choice to ‘letawards things happen us’ or ‘make happen for The dinnerto provides anthings extraordinary us’. Therefor areasian alwaysbusinesses choices but often we the choose not platform across Black to see them. A key factortheir preventing us from seeing and Country to showcase success within a glitzy exercising choice is that it takes us way out of our black tie event.

In this uncertain environment, continues to comfort zone or represents too BCABA high a perceived risk. signpost all article sizes let to the However,asian for thebusinesses purposes ofofthis us assume business services for their growth plans. you have chosen to available exercise more control over your life. Congratulations – you’ve just found the oars that will It is important that and asian businesses a voice enable you to steer drive the boat inhave the direction and therefore, endeavour to lobby you wish to go, we rather than simply ‘goingtheir with concerns the flow’. with new organisations such as the Black Country So, where here?local Whilst tempted to BCABA say ‘the choice LEP and from existing authorities. have is yours’, one ofand thesupportive most liberating of setting choicesup is of to been involved in the choose ‘no’. As portal. managers we are all under a the Findtoit say in Sandwell great deal of pressure and have constant demands on our time.also In our efforts to demonstrate our ability to cope BCABA recognises the importance of skills and we are often temptedgoing to say ‘yes’ to when we one of its objectives forward is things to commence a know we should be sayingsuch ‘no’. Saying ‘yes’to may be the dialogue with institutions as the CMI increase easyskills choice but often it simply adds our burden and the base of managers in thetoasian business makes us feelThe evenlast more ‘out of control’. How many community. ten years have been very times have you yourself saying ‘yes’ knowing full successful and found we hope to maintain the momentum wellthe that there is littleand or beyond. no chance of fulfilling the for next ten years request. How much better would it be to say ‘no’ and then offer an alternative i.e. another choice, one which Ninder Johal(Chair of BCABA). you know you can deliver. Book your tickets here: Can you choose your ‘mood’? A pet hate of mine is http://bit.ly/eQNDpa managers who are moody and unpredictable and bring their personal angst and problems with them into the workplace. Sure I recognise that as managers we are first and foremost human beings, but does that give us the right to impose our bad temper on those we work with? As professionals we should leave whatever personal issues we have behind us and choose to put ourselves in a positive mood at work. Personally I use my journey to work to put myself into a positive frame of mind. Equally I use the journey home to put away the frustrations I have experienced at work and reach home without any of the baggage we all carry round from time to time. Sometimes music works for me and at other times I abandon my motorway journey in favour of the slower but prettier option of the country lanes and scenery. It’s a matter of experimenting until you find what choice works for you.

CMI Management & Leadership Conference & Awards 2011

Thursday 20th October at The Landmark Hotel, central London

In this shortinfo article tried toonline give some For more andI’ve to book click simple here examples of how the choices we make affect our lives

www.cmiannualevent.com/conference/ and I hope you will start to think more carefully about the

choices you make. As managers however there is one To enter the awards click here choice I would strongly commend to you, and that is to www.cmiannualevent.com/awards/ ‘choose to catch people doing things right rather than catch them doing things wrong’. Making that simple choice and saying ‘thank you’ more often will make life so much easier both for you and your colleagues.

Eric Hogg Email Eric at eh@exec-dynamics.com

05 09


IC Special IBC Special Feature Feature

John Sealey in full flow

Winning Adviser Kulwant Chahal (L) pictured with John Wells

up. Ensuring we have regular contact with prospects in a systemised way is a good way of keeping our profile high and helping us to position our services in such a way as to attract new business.

Quick & easy ways to position you as Black Country adviser isJohn also touched on a simple and profitable idea of cross and up-selling service offerings and using the the expert & in WIN named best the business testimonials as often and in as many different ways as we can. How often do we send a card saying new business... One of the Black Country’s leading figures on enterprise start-up rates How in Sandwell and build a supportanetwork Thank You? often have you received Thank

was recognised for his achievements on 18th June when the region’s first aever Business Support On Saturday 5th March roomful of Institute of Professional Awards came a finale. Consulting members and to guests had the privilege of listening to two fantastic speakers: John Sealey and competition, David Hyner.which was sponsored by Advantage The West Midlands’ Enterprise Board and organised by John Sealey delivered a talk(BES), whichcelebrated was packed Business Enterprise Support the with approaches advisors, consultants, managers achievement of seven leading support professionals, and between independent could put to work who them professionals had helped 10,000 companies get literally overnight. off the ground and played a role in creating more than 15,000 jobs. He launched into his presentation by sharing some ways he uses webinars tele-seminars Kulwant Chahal, whoand works for Blackto educate Country and sell to clients. His business card approach Enterprise, walked off with one of the main awardsgave after much food for thought and cards he’s tested. As beating off strong competition to secure the title of John put it, your business card should be a walking Business Consulting Professional 2009. salesman or woman for you.

Strategic Alliances andhaving Host a Beneficiary “With the current downturn major effect on the Relationships were also touched on and Black Country economy, it is more important than how ever we support should new be forming many as we can to to start-upsasand encourage young leverage the opportunities around us. businesses to grow and create jobs.”

It marks what has been an impressive year for the We should be using press releases as often as former entrepreneur, hasnews worked tirelessly boost possible to send thewho press about whattowe’re doing. Using online press wires to submit our releases is a good idea as the media do pick these

Some of the best ideas were left till the end. Creating Special Reports in CD, physical and electronic formats, was what he called education based marketing.

08 10

of public and private sector partners. You card from your suppliers saying thanks for being a customer or client? John went on to share in “I’m extremely honoured toare be recognised by my peers his speech that his cards often the only ones on a client’s desk.I’ve What dotoyou thinkexplained that doesKulwant, for top and the people tried assist,” of mind awareness? who advises more than 15 businesses every week.

ThenInstitute there was ‘The 5 No’s’ .... no isn’t always no, The of Business Consulting sponsored the what he said was interesting, people award and its Chair John Wells that wasmost delighted withgive the up after a client says no once, but research has outcome. “Kulwant is a model professional with a real shown that buyers say no at least 5 times before passion for helping entrepreneurs, a passion that they say yes. So how often do you go back to your extends way beyond the 9-5 working hours.” prospects to win a yes?


IC Special IBC Special Feature Feature

June Members’ Meeting

It’s an approach we should be using. How to position you as the authority was an enlightening topic and one that took ones imagination to a different level when it came to positioning yourselfinas an expert Corporate Governance and Investors People – the in your marketswere eyes. idea was becoming an New Approach, theOne topics discussed at our June author. Hemeeting sharedinhow he got a book up on Amazon members Meriden. and a proof in his hand in less than 10 days. Overall his talk was educational, inspiring andGoldsmith profitable, if Chris Trigg started with a quote from Lord “We those who saw him speak put the ideas to work. should remind ourselves that being a company director is a wonderful thing for the person who is a company director. But it is a position of great responsibility which John Sealey involves running the affairs of a company for the benefit http://www.YourMarketingMatters.co.uk of other people. It is a heavy responsibility we should not info@yourmarketingmatters.co.uk water down”. 0844 884 9114 By the end of the session, which covered various editions of the Companies Act delivered in a simplistic and easy to understand way, all delegates had a very good understanding and overview of directors’ responsibilities. It was recommended, as directors, we all:

Realistic & Achievable • Review Memorandum and Articles of Association. Goals Do NOT Work! • Review company policies, procedures and practices to ensure compliance with current legislation. set people up to •…& Regularly review management accounts in order to meet the requirement to exercise an acceptable bedegree mediocre...at best! of care. Ignorance is not a defence. •

Consider personal duties, responsibilities and liabilities under Companies Act 2006 and current legislation. David Hyner delivered a session to the Institute of • Ensure the company takes out directors’ and officers’ Consulting, West Midlands and their guests….. and liability insurance (to pay for legal expenses if sued it caused quite a stir! for negligence or breach of duty). Are you unwittingly setting your clients up for mediocrity Want more information? Contact Chris Trigg email: …. At best!?! How? cjt@crucis-cosultants.co.uk By advising them to set the much taught “realistic Carole Fox, of the West Midlands Quality Centre, gave and achievable goals”! an overview of the Investors in People Standard (IIP) against which over 70,000 UK companies are already During 14 years of face to face and telephone research working involving UK nearly 40% of employees. The interviews with top achievers from all walks of life, I Standard which is appropriate for any size and type of have askedconsists each and organisation of: every one of the inspiring interviewees the question … “How do YOU set goals?” • Plan – developing strategies to improve World of tosport, explorers, scientists, • Dochampions – taking action improve, and academics, entrepreneurs, authors, entertainers • Review – evaluating the impact of on and the politicians shared their of personal effectiveness performance of thesecrets organisation with me …… especially on the subject of how they achieved The resultstheir of a goals. 2008 CBI Survey indicated - 71% said IIP had a positive impact on their business, whilst 52% They all an suggested theinsame thing…It also MASSIVE reported improvement staff morale. stated, goals! Morgan contribute (World powerboat racing IIP helpsJules all employees more effectively to champion and record holder) said;

Realistic & Achieveable Goals Do NOT Work!

“Can you name one thing of man or woman-kind’s greatest ever achievements that would have been achieved if they would have set realistic and achievable goals?!” Tim Watts (CEO of Pertemps recruitment) said; “I set BIG, FAT, HAIRY GOALS!” and furthermore Carole Fox of the West Midlands Centrepeople are … when I pointed out to himQuality that most being trained to set “R&A” goals he exclaimed …“…you mean are setting people to be shared goals andwe it deliveries “bottom line”up benefits; mediocre small … at companies’ best?!” annual profits by £303 per Increasing

employee; medium companies by £602 per employee So, iflarge the super successful are setting MASSIVE goals, and companies by £41 per employee. how can we follow in their footsteps without risking all, fearing andand courting personal, professional The newfailure approach additional recognition introduced and financial ruin? version of the 39 step evidenced in 2009 is an extended

Standard, whereby: do you eat an elephant…? … framework “One bite •HowOrganisations can ‘tailor-make’ Iaknow broader at a aligned time.” to their own key business priorities. • Includes additional elements: The-kids joke holds though in MASSIVE goal Leadership and true Management setting. Whilst Balance the goal should be MASSIVE (by - Work-Life your-measurement and nobody elses as we are all Recruitment and Selection motivated byResponsibility different things eh?), the steps that we - Social plan opportunities that take us to should each •should Offers foroura goal more extensive be on their ownprocess. both realistic and achievable. This assessment in nearly allat cases, shouldorbe •way,Can be used a first there assessment atnothing review. but hard work from preventing you achieving your goal. The new approach is based on bronze, silver and gold In this the short I cannot give you are: all the where totalpiece evidenced requirements 65 top (39 tips from research, trust these original + 26our additional), 115however (39 + 76) Iand 165that (39 + 126) will be enough start you your own respectively. Wanttotokick know more go towards to www.wmqc.co.uk massive goals. By: John W Wells, West Midlands Regional Chair. David Hyner Director abio ltd www.davidhyner.com www.stretchdevelopment.com More information on “MASSIVE” goals can be obtained from www.goalsettingaudio.com 09 11


IBCSpecial Special Feature Feature IC

Achieving ROI From Your Online Marketing Getting more profitable business – and keeping it! 1. Executive Summary Ever since it burst on the scene social media has amazed marketeers with its ability to link brands with customers at the broadest level. Many companies are beginning to learnwith how to Winning Adviser Kulwant Chahal (L) pictured John use it for themselves and are moving on from the Wells experimental stage to developing a strategy. Recently there has been a considerable focus debating the justification of funds and resources involved. In May of this year I published a White Paper which discussed the management of ROI from on-line marketing and how it could be maximised by putting the customer at the centre of Black marketing strategy the One of the Country’s leadingrather figures than on enterprise organisational of the company. was recognisedconstraints for his achievements on 18th June

Marketeers to take the time and trouble to develop their social media strategies and tie them to their profitability will gain considerable competitive edge. 2. Less Than 1 in 5 Marketeers Measure ROI in Social Media Activity Mzinga and Babson found in their survey that only 16% of marketing managers were measuring the return derived from their social media activities. Other surveys confirm that fewer than 20% of marketeers are actively measuring their success from this activity. Furthermore it was reported by Mzinga Babson that 40% of marketeers did not even know if the tools they were using had ROI measurement capabilities. 3. Why is ROI Measurement So Rare? There are three basic reasons for this • • •

Measurement techniques are difficult Difficult to choose which metric to use Unclear objectives

Black Country adviser is named best in the business

when the region’s first ever Business Support Marketeers who measure ROI on Their Social Professional Awards came to a finale. Media Programmes (2009)

The competition, which was sponsored by Advantage West Midlands’ Enterprise Board and organised by Business Enterprise Support (BES), celebrated the achievement of seven leading support professionals, who between them had helped 10,000 companies get off the ground and played a role in creating more than 15,000 jobs. Kulwant Chahal, who works for Black Country Enterprise, walked off with one of the main awards after beating off strong competition to secure the title of Business Consulting Professional 2009. Sc: Mzinga and Babson

It marks what has been an impressive year for the former entrepreneur, who has worked tirelessly to boost This paper looks at the current state of social media ROI measurement and how measurements of success might develop over the medium term. 08 12

Difficult Measurement

An Aberdeen Group survey found that 59% of marketeers worldwide said that the benefits of start-up rates inwere Sandwell and to build a support social media difficult measure. A network further ofsurvey public and private sector partners.found that 37% by Equation Research of brand managers felt that they didn’t know “I’m extremely honoured be recognised enough about SocialtoMedia to use by it my in peers their and the people I’vestated tried to assist,” Kulwant, campaigns and that thereexplained were no effective who advises more than 15 businesses every week. measurement techniques. Difficult Choose Whichhaving MetricaTo Useeffect on the “With the to current downturn major Black Country economy, it is more important than ever effectiveness of their social media toProving supportthenew start-ups and encourage young programmes was further complicated by the sheer to grow and create jobs.” businesses numbers of measurement metrics available. Many marketeers that this only served to add the to The Institute stated of Business Consulting sponsored their confusion. InJohn fact Wells anything to a hundred award and its Chair wasup delighted with the methods“Kulwant are available ranging from measuring outcome. is a model professional with a the real numbersforof helping fans, friends or followers the firmer passion entrepreneurs, a to passion that methodway of measuring the working bottom hours.” line impact on extends beyond the 9-5 offline enquiries and sales. Unclear Objectives It is, of course, impossible to measure success in any activity without first deciding on the objectives.


June Members’ Meeting

This is as much the case in marketing as in any other activity. Corporate Governance Investors in People – the In their haste to jump on and the social media bandwagon, New Approach, werehave the topics discussed at our June some marketeers launched a Facebook members in Meriden. video contest or a fan page;meeting a user-generated Twitter account without knowing exactly what they Chris Trigg started with a quote fromthey Lordassumed Goldsmiththey “We were hoping to achieve. Perhaps shouldlearn remind being a company director is would asourselves they wentthat along. a wonderful thing for the person who is a company director.the Butsocial it is amedia positionphenomenon of great responsibility When was newwhich and involvesthis running the affairs of aacceptable company for themodern benefit untried might have been but of other people. a heavy we should not customers areIt is far moreresponsibility sophisticated and will water down”. not respond positively to such obvious tactics. This means that marketeers must have the objectives in By the end of the session, which covered various editions mind during the planning stage. The clearer the of the Companies Act delivered in a simplistic and easy objectives the easier it will be to find effective to understand way, all delegates had a very good measurement techniques. understanding and overview of directors’ responsibilities. It was recommended, as directors, we all: 4. Measurement Today is Too Rudimentary • Review Memorandum and Articles of Association. The few marketeers who do try to measure results • Review company policies, procedures and practices are not helped by the unsophisticated standards of to ensure compliance with current legislation. the measurement tools available. On the other hand • Regularly review management accounts in order to marketeers do not spend enough time and resource meet the requirement to exercise an acceptable on social media measurement. degree of care. Ignorance is not a defence. • Consider personal duties, responsibilities and Measurement on the Cheap liabilities under Companies Act 2006 and current legislation. According marketeers theofficers’ most • Ensure to thesurveys companyamong takes out directors’ and usedliability metric was “free analytics” “free ifbuzz insurance (to pay for legal and expenses sued monitoring” services. for negligence or breach of duty). Want more information? Contact Chris Trigg email: cjt@crucis-cosultants.co.uk Carole Fox, of the West Midlands Quality Centre, gave an overview of the Investors in People Standard (IIP) against which over 70,000 UK companies are already working involving UK nearly 40% of employees. The Standard which is appropriate for any size and type of organisation consists of: • Plan – developing strategies to improve • Do – taking action to improve, and • Sc:Review – evaluating the impact of on the MarketingProfs 2009 performance of the organisation The results of a 2008 CBI Survey indicated - 71% said IIP Website Traffic As the Default Success Measurement had a positive impact on their business, whilst 52% reported an improvement in staff morale. It also stated, There is all also a widespread tendency focus on IIP helps employees contribute more to effectively to website traffic as the default measurement tool.

IBCSpecial Special Feature Feature IC Several surveys have shown that 66% of companies’ use this as the basic measurement metric. Most marketeers agree that clearly website traffic is an important factor but on its own, it cannot justify heavier investment in social media. However they have not yet made the move to more effective relevant techniques. 5. Social Media Has an ROI Mandate If 2009 was the year marketeers discovered social media, 2010 will be the year they learned to measure its success in their businesses. Continuing economic pressures in addition to the on-going corporate marketing costs is forcing businesses to focus on their social media costs. A new level of scrutiny will be focussed on the staff time and money spent on social media this year. Why Measure Media? Quality Centre Carole Fox of theSocial West Midlands According to Bazaarvoice 72% of marketeers who did shared goals and ittargets deliveries “bottom benefits; not attach revenue to their social line” media spend Increasing small companies’ annual profits by £303 per in 2009 will now do so in 2010. It was also discovered employee; medium companies bybe £602 employee that not only will stricter criteria setper in place but and companies by £41 perweb-centric employee. methods to therelarge will be a move from soft

the harder measures such as conversions, sales and The new approach and additional recognition introduced average order value. in 2009 is an extended version of the 39 step evidenced Standard, 6. Leaderswhereby: in Measurement Have a Competitive Edge • Organisations can ‘tailor-make’ a broader framework aligned to their own in key business Marketeers who invest their social priorities. media strategies •and Includes additional elements: tie their efforts to firm targets will gain significant - Leadership market advantage.and Management - Work-Life Balance - Recruitment Of the companiesand whoSelection are considered, globally, to - Social Responsibility be the best exponents of social media consistently •outperformed Offers opportunities a more who extensive those of theirforcompetitors rarely process. usedassessment social media. Of these the following was true: • Can be used at a first assessment or at review.

The new is based bronze, silver and gold • 68%approach Had a process foron measuring social media where the total evidenced requirements are: 65 (39 original + 26Had additional), 115 (39 + 76) andto 165 (39 + 126) • 58% allocated resources social respectively. Want to know more go to www.wmqc.co.uk media marketing By: Wells, West Midlands Regional Chair. • John 61%W Engaged customers in on-line communities Director abio ltd The Altimeter Group in its study found there was a definite correlation between those companies committed to social media and those that significantly outperform their competitors. 09 13


IBCSpecial Special Feature Feature IC 7. Seven Guidelines for Achieving ROI from Social Media

3. Take the long view with Social Media

For those marketeers who now want to get more deeply involved in Social Media, here are some guidelines to consider.

Social media is about relationships and relationships need to be nurtured and developed over a period of time. From a business standpoint marketeers should be aiming to create benchmarks from which progress can be tracked.

1. Establish clear marketing goals for your product Social networking and media activity should be determined by the end results they are trying to achieve. If a company sells children’s clothing on line and its main objective is to reinforce brand loyalty among its customer base it might create a platform and encourage customers to exchange ideas and tips with each other. The company could then take the opportunity to offer special discounts or samples of new products. Winning Adviser Kulwant Chahal (L) pictured with John Wells

Using this method success can be measured using online customer surveys, the intensity of forum usage and a survey that asks customers if they would recommend products to others.

It should also be remembered that brands can be damaged if they suddenly back out. Any business intending to engage in this activity must have a fully formulated plan and ensure that resources are available because once engaged it will be damaging to summarily withdraw. 4. If hard metrics are difficult to track, try using softer metrics that can be linked back

While most companies will want hard, business focussed, metrics, softer metrics can serve as valuable alternatives if necessary. For example a marketeer could offer a coupon on a social network and monitor responses to estimate customer engagement.

Black Country adviser is named best in the business

It is important to resist the urge to use every metric that comes our way. Just because marketers measure something and it is easy to do, doesn’t mean it isBlack relevant. It isleading better figures to useon a enterprise few well One of the Country’s chosen metrics for rather a plethoraon of 18th measures was recognised his than achievements June that don’t declared when themeasure region’sthefirst ever objectives. Business Support

Professional Awards came to a finale. 2. Organise your measurements logically

The competition, which was sponsored by Advantage With the number of metrics and tools available it is West Midlands’ Enterprise Board and organised by vital to establish a clear framework for organising Business Enterprise Support (BES), celebrated the metrics. Generally they could fall into the following achievement of seven leading support professionals, three areas: who between them had helped 10,000 companies get off the ground and played a role in creating more than • Exposure. Metrics that measure the reach 15,000 jobs. of social media activity. • Engagement. Metrics that capture active inter Kulwant Chahal, who works for Black Country actions and intentions. Enterprise, walked off with one of themeasure main awards • ROI/Outcomes. Metrics that the after beating off strong competition to secure the title of return on investment or business outcomes. Business Consulting Professional 2009. These categories follow a pattern. Exposure is the Itleast marks hasbusiness been an objectives impressiveand year for the tiedwhat to hard ROI/Outformer who has worked tirelesslysuccess. to boost comesentrepreneur, are most closely linked to business Also all three are closely linked and form a platform for the next level. 08 14

Indeed soft metrics may be entirely appropriate given the branding benefits attributed to social interactions. A Twittering employee may, for instance, have a positive benefit among customers but have trouble quantifying it. start-up rates in Sandwell and build a support network of and private 5. public Determine a cashsector valuepartners. for customers who opt in and engage “I’m extremely honoured to be recognised by my peers Marketeers should develop innovative ways to and the people I’ve tried to assist,” explained Kulwant, assign monetary soft metrics as aweek. means who advises morevalues than 15tobusinesses every to measure ROI. Clever marketeers can develop clever todownturn estimate the alife time value of “With theways current having major effect on the a customer and then estimate what kinds of social Black Country economy, it is more important than ever engagement bringsstart-ups in new customers and encourages to support new and encourage young long term brand loyalty. to grow and create jobs.” businesses 6. In Institute your calculations don’t overlook sponsored the value ofthe The of Business Consulting costand savings award its Chair John Wells was delighted with the outcome. “Kulwant is a model professional with a real Social media channels can provide a huge store of passion for helping entrepreneurs, a passion that information about consumers and their attitudes. extends way beyond the 9-5 working hours.” If marketeers are willing to engage in the social sphere there is much to learn about their products and indeed their competitor’s products. Therefore when calculating ROI benefit it is important to factor in the cost savings related to research and development time.


June Members’ Meeting

7. Build the technologies to measure your customer’s digital footprint – in real time

Corporate in People – the MarketeersGovernance who want aand 360Investors degree holistic view of New topics discussed at our June their Approach, customerswere can the also develop models to help members meeting in Meriden. their marketing communications efforts. Chris started withidentify a quoteand fromquantify Lord Goldsmith “We TheseTrigg models can the value should remind ourselves that being a company of every media touch point along the salesdirector funnel.is a wonderful thing for theprovide persona who is aweight company Because these models relative for director. But it is acomponent position of great responsibility which each marketing and activity including involves running the affairs of a company for the benefit interactions on social media platforms thus allowing of other people. It is a heavy responsibility we should not marketeers to make decisions about future water down”. media allocations. By the end of the session, which covered various editions Marketeers should systematically strive to monitor of the Companies Act delivered in a simplistic and easy social media interactions and use this valuable data to understand way, all delegates had a very good to inform their online and offline media messages. understanding and overview of directors’ responsibilities. This will require a real mastery of web analytic’s. It was recommended, as directors, we all: However those who can will gain considerable competitive advantage. • Review Memorandum and Articles of Association. • Review company policies, procedures and practices Acknowledgements to ensure compliance with current legislation. • Regularly review management accounts in order to www.emarketer.com meet the requirement to exercise an acceptable Altimeter Group degree of care. Ignorance is not a defence. •Bazaarvoice Consider personal duties, responsibilities and MarketingProfs liabilities under Companies Act 2006 and current Mzinga and Babson legislation. • Ensure the company takes out directors’ and officers’ liability insurance (to pay for legal expenses if sued for negligence or breach of duty). Want more information? Contact Chris Trigg email: Martin Parry cjt@crucis-cosultants.co.uk Martin Fox, has of 25the years experience in gave the Carole Westmarketing Midlands Quality Centre, Travel, Leisure, Telecommunications Computer an overview of the Investors in Peopleand Standard (IIP) Serviceswhich industries. against over 70,000 UK companies are already working involving UK nearly 40% of employees. The You can contact at: Standard which ishim appropriate for any size and type of martin.parry@mgba.co.uk organisation consists of: • • •

Plan – developing strategies to improve Do – taking action to improve, and Review – evaluating the impact of on the performance of the organisation

The results of a 2008 CBI Survey indicated - 71% said IIP had a positive impact on their business, whilst 52% reported an improvement in staff morale. It also stated, IIP helps all employees contribute more effectively to

IBCSpecial Special Feature Feature IC

Managing Threats in a Dangerous World: The 2011 Business Continuity

Management Survey (March 2011)

Carole Fox of the West Midlands Quality Centre Managing threats in a business world

shared goals and it deliveries “bottom line” benefits; The reportsmall shows that despite 82 profits per cent of those Increasing companies’ annual by £303 per surveyed medium reportingcompanies that theirby senior employee; £602 management per employee viewlarge business continuity management and companies by £41 per employee. (BCM) as important or very important, just 58 per cent say theynew have plans and in place to cater for unexpected The approach additional recognition introduced Despite version this, the report shows clear indisruptions. 2009 is an extended of the 39 step evidenced advantages for organisations which do have plans Standard, whereby: to deal with crises whena broader they hit.framework Of those •in place Organisations can ‘tailor-make’ whoaligned had to 84 perpriorities. cent agreed it to activate their own plans, key business disruption and 77 per cent stated that any •reduced Includes additional elements: cost- in developing is offset by the business Leadership andplans Management benefits they bring. - Work-Life Balance - Recruitment and Selection - Social in Responsibility Published association with Aon, the British •Standards Offers Institution opportunities more Continuity extensive (BSI),for the aBusiness assessment Institute (BCI) process. and the Civil Contingencies •Secretariat Can be used at aCabinet first assessment or atreport review.also in the Office, the offers practical recommendations and identifies The newresources approach istobased on bronze, silver and their gold further help managers improve where the total evidenced own organisation’s BCM. requirements are: 65 (39 original + 26 additional), 115 (39 + 76) and 165 (39 + 126) respectively. WantWoodman to know more goPaul to www.wmqc.co.uk Authors: Patrick and Hutchings By: John W the Wells, West Midlands Regional Download report free of charge here: Chair. Director abio ltd www.managers.org.uk/sites/default/files/ Managing_threats_BCM_2011.pdf Download the CMI Business Continuity Check List here: www.managers.org.uk/sites/default/files/ CHK-151.pdf 09 15


newsdesk

Business Transformation “How ‘hard’ is it?” It is generally agreed that the task ahead of the public sector transformation is the greatest period of change since the Second World War. With public sector debt of up to £1 trillion (or possibly up to £2 trillion if public sector pension liabilities are included according to CEBR and ICAEW), the question is are we in the United Kingdom (and Europe) paying the price for excessive public jobs creation over the past couple of decades?

management business for 15 years through 12 years of research into how top achievers realise their goals to his current role delivering high energy talks, worldwide, establishing himself as one of the top inspirational speakers in the UK. He then led an interesting discussion about assumptions; how we all make assumptions about others and what we will or will not do in our everyday lives. Interestingly, David’s research has shown that top achievers make fewer assumptions – preferring to deal more in facts. We then went on to demonstrate how assumptions can fashion our conclusions as we shared three things about ourselves – two true and one false – to see if our neighbour in the audience could correctly predict the false one. Clearly, we make a raft of assumptions about this person that we barely know, to arrive at our answers. Transformation Stratergies It’s quite useful to carry out an occasional health check on what leads you to make such assumptions.

...energy and enthusiasm David Hyner. The 3 Chairs…Faye Field,from Gerwyn Jones and Eric Hogg (inset: Treasurer, John Wells)

Next step was to talkthe us following: through goal setting and how ‘contributes’ with what all top achievers have in common is ‘massive’ goals we discussed how that compares to the more • and Public sector cuts • Risemantra in tuitionoffees common goals being ‘realistic and • Hospitals runthen by private achievable’. David took thetrusts goal ofand one attendee creating independent hospitals and demonstrated how, through use of the pyramid, it • TF8 in down teacher’s funds on several levels until can be Cuts broken into blocks Ironbridge Gorge Museum, Shropshire, Telford 7JP • veryReform of the However, what is more important is that the the top where thewelfare goal tosystem be achieved is stated. Presenter: David Hyner, Director, Saturday 11th July 2009 • Closing nearly 200familiar? quangosYes, but David 29,000,000 jobs came after destroying some Sound easy andofsomewhat 44,000,000 (Ford, AT&T, GMLtd etc)isand creating STRETCH Developments talked us through thepeople, most important to be Our family jobs day out each Summer growing in At 11.30, some forty attendedelements the meeting in The abovethe sets the context with which the organisations 73,000,000 with the likes of was Microsoft, Dell, included foundation row – leading the most popularity andjobs this year at Ironbridge exception. the GlassinClassroom – a fabulous venue –with to receive an Wednesday 5th August 2009 atnothe are expected to run transformation programmes, and Fidelity etc. important: In addition, we were reminded howto We negotiated the friendly and Midlands efficient events update fromwhy? Eric Hogg, West Midlands Regional Forum Manor Hotel,with Meriden, West determine is what needs towhat be done in twoand areas: important to capture we developments know what team at Ironbridge to provide us with a great itinerary Chair, CMIitregarding new strategic in we the On the other hand the EU destroyed nothing and need to know and galvanise into action to find (covering two sites), a fabulous meeting roomenjoyed for the CMI incorporating a greater ourselves focus on members. Circa 25 CMI and IBC members and guests created 4,000,000 jobs in the public sector! If that is out the answers. annual general regional and localabranch update, a some networking, tasty buffet before • Strategic opportunities the task ahead inrefreshments the UK (andand the EU counterparts), wonderful talk from one of theWells. operational managers He reminded everyone of the significant benefits David was introduced by John • alsoTactical objectives then we are in for a long period of austerity. David’s energy (which and enthusiasm histosubject and a tasty buffet with refreshments. Local branches of membership many of usfor tend forget) was and exceptional andonit towas tostart the benefitting audience subsidised the event that it could be freethat to urged us to log the transferred web site and Efficiency savings and reducing the cost of running Everyare nowsome and again, you encounter anoffered individual Here otherso external factors: during this participative session asas the contribution members and their families which represented more from specific the latest research the service have services been thesuch tactical objectives of from many invites/challenges you to examine the way you do terrific things all was good. On behalf offor everyone present, John value. This meant places were detail, limitedperhaps to 100 and onpublic the very latest ‘hot’ management issues, provision of a sector organisations quite some time. (however successfully) in more fromthey an Wellsarray thanked David for a stimulating, interactive and snapped up within adirect couple of days2011) leaving us vast of useful information through the online •were Raising inflation (4% in January unusual perspective or in opposition to howdespite wewith are fun session.transformation a reserve list. management information centre as wellrequire as consultancy Different strategies different theIt’s record interest rates taught. a littlelow uncomfortable and takes some honest services and career information. Gerywn Jones, skills, competencies, and flexibility in the ways •thought Rise in energy / fuel prices but it can prompt you to uncover some potentially Session feedback forms completed byofall (very arrived promptly at If10am foris traditionally check these in at Branch Chairand Wolverhampton, talked us through of working betterwere understanding change •People Slow construction growth which limiting values and beliefs. you understand positive) and and David thencontinuous drew winners for a processes through communication. Coalbrookdale for then aflagship self-guided tour of the Museum and events, past planned, andthree how lucky well the combined seen asare the of getting economy properly you on route to adopting a different copy of David’sWolverhampton motivational CD ‘The Old Furnace where people to explore the site Birmingham, andMASSIVE HerefordGoal & out ofand the crises approach achieving so were muchfree more. David Hyner is Principle’ £10) and box of chocs. Cost of(retails be offsetbenefits. through •and Slowindividual. change in fiscal policesblast to inject more remains of the water powered furnace where Worcester isrestructuring operating andashould providing practical one such efficiencies achieved with contact excellence in shared Project For further information David at: liquidity into the ailing SMEs Abraham Darby I perfected the smelting of iron with coke Faye Field, Branch Chair Hereford & Worcester Management. Cost of in-sourcing and talent info@stretchdevelopment.com •instead The fall of GPD in the Golden Quarter (2010) of charcoal. It was the secret that helped make her aspirations for the combined branch programme of Firstly, David introduced himself, highlighting his journey development programmes, be met by the high iron essential amaterial of the Industrial events and appealed for moreshould volunteers to join fromthebuilding reputable catering Revolution. and event team performance and strong leadership. In addition to the externals, public sector If one compares the job creation in the United States (US) and European Union (EU) between 1980 and 1998 it is obvious that the US economy outperformed the EU and generated 29,000,000 new jobs compared to 4,000,000 jobs created in the EU (according to Tom Peters).

Inside theJoint Minds of Day CMI IBC Family Top Achievers

04 02 16


Spring 2011

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But it is worth noting Professor Hammer’s quote: “. . .the ‘soft stuff’ is really the hard stuff. I used to believe that, in organisational change, issues such as human resources were fluffy and insubstantial, an afterthought. The only things that I believed mattered were technology and hard design. I’ve learned that what I considered hard or difficult is, in fact, the ‘easy stuff’. The technology issues are the easiest to deal with and don’t usually make the most difference.” Dr. Hammer, M.I.T. Professor of Computer Science, IS People. Balanced Scorecard Example

Dejan Ajzenkol For more information contact Dejan at dajzenkol@undervaults.co.uk

The 3 Chairs…Faye Field, Gerwyn Jones and Eric Hogg (inset: Treasurer, John Wells)

Cost of out-sourcing should be met through effective supply chain management and the achieved economic value on significant projects and in partnerships.

COMING OF AGE CMI IBC Joint Family Day

Whilst the above strategies can be and are often limited to a project or a functional unit/service, Ironbridge Gorge Museum, Shropshire, Telford TF8 7JP and their performance relatively easily assessed 11th July 2009 cost and program inSaturday terms of meeting the quality, objectives, Business Transformation is a far more Our family day out each Summer is growing in At 11.30, some forty people, attended the meeting in complex approach as it touches every aspect of popularity and this year at Ironbridge was no exception. the Glass Classroom – a fabulous venue – to receive an everyday operations. We negotiated with the friendly and efficient events update from Eric Hogg, West Midlands Regional Forum team at Ironbridge to provide us with aa long-term great itinerary Chair, CMI regarding strategic developments in the Promoting agenew equality and diversity Business Transformation requires (covering two sites), a fabulous meeting room for the CMI incorporating a greater focus on members. perspective and on going monitoring of how well the in the West Midlands annual general regionalin and update, programme is performing orderlocal to bebranch successful. The a wonderful talk from of the operational He also reminded everyone of the the default significant benefits On the 6th of April this year retirement idea is to redesign theone processes to achieve managers dramatic and a tasty buffet with refreshments. Localsuch branches of membership (which many tend to forget) age (DRA) became illegal of- us just one aspectand of improvements in contemporary measures as subsidised eventand so speed. that it could be offered free to urged us toaspects log on toofthe web site andAndy start benefitting changing age equality. Finnie of cost, quality, the service members and their families which represented terrific more from services such as the latest research COAP tellsspecific us more... value. This meant places wereIntent limitedofto maximising 100 and they on the latest ‘hot’ management issues, provision of a Linking the overall Strategic were snapped up within couple of daysperformance leaving us with vast the stakeholder’s valuea to operating Whatarray we doof...useful information through the online a reserve list. management information centre as well as consultancy targets (achieving Tactical Objectives) can be done services andthroughout career information. Gerywnand Jones, successfully through the Balanced Scorecard CoAP works the West Midlands is a People arrived promptly at 10am for check in at Branch Chair Wolverhampton, talked us delivery through approach (devised by Robert Kaplan). campaign, lobbying, advocacy and service Coalbrookdale for a self-guided tour of the Museum and events, past and planned, and how well combined organisation. The Partnership aims to the remove age Old Furnaceabove whereshows peoplehow weredifferent free to explore site Birmingham, Wolverhampton and Hereford & An example metricsthe can barriers, create employment opportunities within be utilised to effectively measure transformation and remains of the water poweredthe blast furnace where Worcester is operating andpromote providing practical benefits. different sectors, and the views and programme in a Ibusiness overofairon period. concerns of older people to public and private Abraham Darby perfectedfunction the smelting with coke Faye Field, Branch Chair Hereford & Worcester shared organisations a range of sectors. The instead of charcoal. It was the secret that helped make her aspirations foracross the combined branch programme of Partnership provides for information and guidance to Finally, of the transformation programmes are iron themany essential material of the Industrial Revolution. events and appealed more volunteers to join the its members on age discrimination legislation, work often seen as hard, process driven environments

PARTNERSHIP -

CoAP

02

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newsdesk and employment-related issues, pensions, and learning new skills. It also helps organisations understand the business benefits of effective age diversity management and using a tried and tested framework, implements best practice across a broad spectrum of people related needs, e.g. •

Health and wellbeing – workability; physical and mental Innovation Knowledge share and transfer Mentoring and coaching Flexible working

• • • •

Case study ... Transform Sandwell is a successful outsourcing programme based on a partnership between ...energy andbrowsing enthusiasm David Hyner. Lucas Telecom, Field the from latest edition of NewsDesk British Liberata and Sandwell Metropolitan Businesses Around The World Coming Together. Borough Council. It acts as a contact centre for Sandwell residents, providing first line contact and communicating on a wide range of local authority services. When management at Transform Sandwell noticed that older people were under-represented in the workforce, they asked CoAP to audit their policies and procedures. By conducting an age profile, Presenter: David Hyner, Director, reviewing recruitment practices and coaching managers, the Partnership was able to define a list STRETCH Developments friendly and effective joint committee. of recommendations and best Ltd practice aimed at Wednesday 5thtoAugust 2009 atand theretention removing barriers the recruitment of older We thenpeople. enjoyedMeriden, a treat of a West presentation from John Manor Hotel, Midlands Challen, Operations Manager, Blists Hill. We weren’t Supporting public ... and left in25any doubt as sector to what John’s passion is: Circa CMIthe and IBC members guests enjoyed BRIDGES. This well researched interesting talk some networking, refreshments and and a tasty buffet before CoAP liaises with a range of public organisations to included vintage of bridges from around David wassome introduced byfootage John Wells. make services fairer andthat more accessible forfailure, older the world, including some were doomed to people. In doing so, it draws and and brilliantly linked to the upon startan ofthe theskills Industrial Every now and again,back you encounter individual that expertise ofwhich experienced and successful people Revolution is at the historical heart of the invites/challenges you to examine the way you do things from a range of different backgrounds. For example, Ironbridgesuccessfully) Gorge Museum. John certainly knows how (however in more detail, perhaps from an as well as the partnership having representatives to makeperspective bridges interesting – opposition you could to have unusual or in direct howheard weand area from the EHRC, the University of Birmingham, pin drop. taught. It’s a little uncomfortable andinclude takes some honest Job Centre Plus, members also CEOs and thought but itDirectors can prompt to uncover potentially Managing of you private sectorsome businesses. Everyone then and regrouped buffet lunch and limiting values beliefs.to Ifenjoy you aunderstand these refreshments before departing Hill.CoAP properly you of are on route to Blists adopting a different As a result itsthen contacts in for the region, has Our was free towith enjoy Blistsservice Hill Victorian Town is at approach achieving sopublic much more. David Hyner beengroup ableand to partner organisations their own pace. With working factories, shops and and suchsuch as West Midlands Fire Service, organising one individual. cottages setinformation in 50 acresdays. of beautiful facilitating The firewoodland service iswhere able life raise is David lived and demonstrated as it was in to awareness ofhimself, preventative measures to Firstly, introduced highlighting hisVictorian journey times, building there wasaplenty towhile see CoAP and experience. Some tackle home-based fires, is able to provide from reputable catering and event information on employment, health and wellbeing,

Inside the Minds of Top Achievers

04 18

management business for 15 years through 12 years of research into how top achievers realise their goals to his current role delivering high energy talks, worldwide, establishing himself as one of the top inspirational speakers in the UK. He then led an interesting discussion about assumptions; how we all make assumptions about others and what we will or will not do in our everyday lives. Interestingly, David’s research has shown that top achievers make fewer assumptions – preferring to deal more in facts. We then went on to demonstrate how assumptions can fashion our conclusions as we shared three things about ourselves – two true and one false – to see if our neighbour in the audience could correctly predict the - Director of Operations and Programmes falseAndy one.Finnie Clearly, we make a raft of assumptions about this person that we barely know, to arrive at our answers. It’s quite useful to carry out an occasional health check on skills andyou qualifications, financial matters, access to what leads to make such assumptions. public services, and other areas of concern to those Jeff Elmore CMI Birmingham with Rachel Mallett of inBirmingham: later Attracting Icons. Next steplife. was to talk us National through goal events settingteam and how Ironbridge Gorge Museum’s very helpful what all top achievers have in common is ‘massive’ ‘Added the ‘sector factor’... goals and value: we discussed how that compares to the more common mantra of goals being ‘realistic and As well as David actively campaigning of older achievable’. then took the goalon of behalf one attendee people, CoAP also looks to build the skills and and demonstrated how, through use of the pyramid, it capacity of individuals to drive awareness of the can be broken down into blocks on several levels until value of older people to public and private sector the very top where the goal to be achieved is stated. directly. Through its ‘Ambassador Corps’ CoAP Sound easy and somewhat familiar? Yes, but David has recruited a number of volunteers who present talked us key through the most important elements to be exhibits are messages static and others are staffed by CoAP’s in public meetings, conferences, included in the foundation row – leading with the most knowledgeable demonstrators (oh that Headteacher and consultation events. important: addition, we were how was strict why? and heIndid shout loud) who reminded were happy to important it isservices to their capture we and what weto explain more of particular role.know encouraged As public arewhat increasingly find need to know and galvanise ourselves intoinput actionoftopeople co-produce – that is, actively seek the out the answers. The Post Office was particular favourite of mine with who use services (asawell as those who have traditionally ‘security’ more than in the gap between the providednothem) – it aischair becoming more important David’s energy and enthusiasm for his subject was thanand ever to evidence the involvement of vulnerable shop behind the counter, the postmaster explained exceptional and it was transferred the audience groups in the commissioning from beginning how the post office formed the process, heart to of the community during thiscrucial participative session as the contribution to end. As partservices of this process, public bodies are providing for those who could notfrom read increasingly beingOn asked to allow traditionally marginalised all was verythrough good. behalf of everyone present, John and write postal reading services (sometimes groups such assomething older to initiate the focus Wells thanked David for apeople stimulating, interactive and very tricky if it was the recipient didn’t want to ofsession. debate, rather thanfor comment on couldn’t policies and and fun hear) and writing letters those who projects have been developed beforehand. The parcels allthat wrapped up with string and a wax seal. skills and experience CoAP provides its Ambassadors Session feedback forms were completed by all (very Fascinating! with means they have theattended knowledge, information, positive) andfrom David then drew three lucky a Feedback those who on winners the dayfor was and communication skills to make this a fruitful and copy of David’s motivational CD ‘The MASSIVE very good which was rewarding as the planning forGoal next productive relationship. Principle’ and a box of chocs. year has (retails already£10) started. For further information contact David at: info@stretchdevelopment.com Andy Finnie, Director of Sue Crabtree Operations and Programmes http://www.coapartnership.org.uk/ 03


Spring 2011 comfort zone or represents too high a perceived risk. However, for the purposes of this article let us assume you have chosen to exercise more control over your life. Congratulations – you’ve just found the oars that will enable you to steer and drive the boat in the direction you wish to go, rather than simply ‘going with the flow’. Every year the CMI presents a prize to one deserving student, who has recently completed their MBA. In September 2010 the Wolverhampton Branch panel met a group of MBA students who had finished their MBA in 2010 and were considered the top students from that year. The team had a hard task of reviewing, comparing and selecting the CMI Award winner….. The branch panel’s challenge is, having read their dissertations, to receive a 10 minute presentation from the student, followed by a 5 minute Q&A session. They have to present on the key points of ...saying “no”... is one of the most- liberating of choices their dissertation and MBA, noting the impact this had been on themselves, their organisation and also the business community since.

Choices?

The three students were: Steve Bramhill (Wintech Engineering), Maminda Hall (MHConsultant and Sandwell Community Trust), aClare Barnett It’s probably a cliché butCaring nevertheless fact, that our (Synergia Coaching). lives are governed by the choices we make. At the most basic level we can choose to ‘go with the flow’ – let life The teamtoawarded the prizeabout at thethe 2010 Crystal ‘happen’ us and complain consequences. Lecture to Steve It’s a bit prize like being on Bramhill, a river in which a boatwas withpresented no oars. by the Crystal guestalong speaker Paul andother CMI Sometimes we move quickly andKehoe smoothly, Branch Gerwyn Jones. times weChair, hit rapids and have a rough ride; we can enter backwaters that take us nowhere and we may even end In his presentation to the Branch team judgingthe panel, our journey at a waterfall. Whatever happens, one Steve demonstrated henot hadinused the MBA tools common factor is that how we are control. to understand the culture, people and process issues Iofsee examplesand of this in the work I do in themany organisation implement a new ITcareer transition. Quite oftenmanagement’ I work with people have ‘customer relationship tool’, bywho engaging chosen ignore what is happening them and the MD,to developing members of the around team and making just things get better (or He at least, no worse). the hope company more efficient. specifically notedFor to some, workthat hasthe been a living nightmarethe butway theyI stuck the panel MBA has “changed think with in the vain hope that whatever was bothitpersonally and about business, ascausing a directthe unhappiness somehow magically disappear and result I have would become more rounded and strategically all wouldinbe better. In mytoexperience, this rarely, if ever, focused my approach day to day business activities’’. happens and the courseforofhis action is to seek an This passion andsensible enthusiasm MBA was easy alternative. for the panel to see. But theexplained first step isthat to recognise we haveCRM the choice Steve “I formed athat dedicated to ‘let things happen to us’ or ‘make things happen for Implementation Team to oversee the installation and us’. There are always choices but often we choose not commissioning of the new system’’, that would without to see them. A key factor preventing us from seeing and exercising choice is that it takes us way out of our

So, where from here? Whilst tempted to say ‘the choice is yours’, one of the most liberating of choices is to choose to say ‘no’. As managers we are all under a great deal of pressure and have constant demands on our time. In our efforts to demonstrate our ability to cope we are often tempted to say ‘yes’ to things when we know we should be saying ‘no’. Saying ‘yes’ may be the easy choice but often it simply adds to our burden and makes us feel even more ‘out of control’. How many times have you found yourself saying ‘yes’ knowing full well that there is little or no chance Paul Kehoe, Gerwyn Jones, Steve Bramhillof fulfilling the request. How much better would it be to say ‘no’ and then offer an alternative i.e. another choice, one which you know you can deliver. question influence the ethos of the ‘customer management’ within business. approach Can you choose your the ‘mood’? A pet This hate of mine is meant (eventually) evenand theunpredictable MD embraced what managers who are moody and bring was major change scenario forwith the them company. It their a personal angst and problems into the was important include the to make workplace. SuretoI recognise thatpeople as managers we this are afirst success and ensure Managers (such as the and foremost humanKey beings, but does that give us Quality part of theonimplementation the rightManager) to impose were our bad temper those we work team process. with? and Ascommissioning professionals we should leave whatever personal issues we have behind us and choose to put Specifically MBAmood has at given a ‘Business ourselves in athe positive work.me Personally I use Toolkit’ for to various Kurt frame Lewin’s my journey work tosituations, put myself such into a as positive of ‘Plan-Act-Review’ thehome basistoofputthe Action mind. Equally I useprocess, the journey away the Research to reviewatwhat happening frustrations Process I have experienced work was and reach home in a very process reflect on from the best without anydynamic of the baggage weand all carry round time way forward”. to time. Sometimes music works for me and at other times I abandon my motorway journey in favour of the He notes that “Winning the of MBA waslanes a special slower but prettier option theaward country and recognition MBA and reflected scenery. It’sofathe matter of journey experimenting until youwhat find whatbeen choice works for you.process.” has a life changing In this short article tried to give some simple Congratulations. WellI’ve done! examples of how the choices we make affect our lives and I hope willMBA start toprize think has morebeen carefully about the Note: Theyou CMI running for choices you make. As managers there is one many years in partnership with however Wolverhampton choice I would to you, and that to University. As strongly always, commend the standard of entries foristhe ‘choose to catch doing things right rather than prestigious CMI people MBA award was impressive and catchrecognized them doingatthings wrong’.event, Making that simple was the judging by Mark Price choice and saying ‘thank you’ morewho often will make life from Wolverhampton University, noted the high so much both for you and colleagues. quality ofeasier the presentations andyour content given by the students on the day. Eric Hogg Email Eric at eh@exec-dynamics.com

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newsdesk

Crystal Lecture 2010:

High hopes in hard times

In late October 2010, over 200 local managers came to the Crystal Lecture event, to hear Paul Kehoe’s view on running and managing a local international airport. Birmingham airport is an important asset for the Midlands – attracting travellers and business to the area. Paul Kehoe joined Birmingham International Airport ...energy and enthusiasm from Hyner. as Chief Executive Officer in October 2008, with a Lucas Field browsing the latestDavid edition of NewsDesk Businesses Around The World Coming Together. long background in the aviation industry and airport management. Paul Kehoe discussed with us the management challenges for his is team in running and building an airport business.

Inside the Minds of Top Achievers

The use of Birmingham Airport by the local population.

In 2007, of theDavid potential passengers within one hour Presenter: Hyner, Director, of Birmingham, 36% used Birmingham Airport. With

STRETCH Developments Ltd Heathrow, Midlands and Manchester the next friendly andEast effective joint committee. airports used. This a concern in why users go to Wednesday 5th isAugust 2009 at the otherthen Airports. Part theofanswer is that the road/rail We enjoyed a of treat a West presentation from John Manor Hotel, Meriden, Midlands links offer accessibility to other airports. Another

Challen, Operations Manager, Blists Hill. We weren’t partinof any the answer, actual and passion perceived left asis tothe what John’s is: Circa 25 that CMIdoubt and IBC members guests enjoyed offering Birmingham airportand has, against what BRIDGES. This well researched and interesting talk some networking, refreshments and a tasty buffet before people want: vintage included of bridges from around David wassome introduced byfootage John Wells. the world, including some that were doomed to failure, and brilliantly to the startan ofindividual the Industrial Every now andlinked again,back you encounter that Revolution which is at the historical heart the invites/challenges you to examine the way you do of things Ironbridgesuccessfully) Gorge Museum. John certainly knows (however in more detail, perhaps fromhow an to makeperspective bridges interesting – opposition you could to have unusual or in direct howheard we area pin drop. taught. It’s a little uncomfortable and takes some honest

thought but it can prompt you to uncover some potentially Everyone then and regrouped buffet lunch and limiting values beliefs.to Ifenjoy you aunderstand these refreshments before departing for Blists Hill. properly you are then on route to adopting a different Our groupand wasachieving free to enjoy Blistsmore. Hill Victorian Town is at approach so much David Hyner their own pace. With working factories, shops and one such individual. cottages set in 50 acres of beautiful woodland where life is David lived and demonstrated as it was in Victorian Firstly, Reason for introduced Travel - 2008himself, highlighting his journey times, building there wasaplenty to see and experience. Some from reputable catering and event 04 20

management business for 15 years through 12 years of research into how top achievers realise their goals to his current role delivering high energy talks, worldwide, establishing himself as one of the top inspirational speakers in the UK. He then led an interesting discussion about assumptions; how we all make assumptions about others and what we will or will not do in our everyday lives. Interestingly, David’s research has shown that top achievers make fewer assumptions – preferring to deal more in facts. We then went on to demonstrate how assumptions can fashion our conclusions as we shared three things about ourselves – two true and one false – to see if our neighbour in the audience could correctly predict the false one. Clearly, we make a raft of assumptions about this person Kit thatField, we barely arrive at our Professor Gerwynknow, Jonesto , Paul Kehoe & answers. Paul Harris It’s quite useful to carry out an occasional health check on what leads you to make such assumptions. • Elmore Holiday travel makes the most Jeff CMI Birmingham withup Rachel Mallettofofthe Next step was tofor talkflying us through goal events setting and how Ironbridge Gorge Museum’s helpful team reasons atvery Birmingham Airport, with what allonly top achievers in due common is ‘massive’ 17% of thehave travel, to business. goals and we discussed how that compares tomore the more • Profile studies show that there are commonfemale mantra goals being ‘realistic and flyersoffrom Birmingham than 10 years achievable’. David then took the goal of one attendee ago, which indicates a shift into increased and demonstrated how,from through use of the pyramid, it holiday travel the airport. can be broken down into blocks on several levels until the veryKehoe top where thethat goalShort-haul to be achieved is stated. Paul noted low cost travel Sound easy andchallenging somewhat familiar? Yes, but market David is their most and competitive talked through theaddition, most elements to be exhibits are static and important others are staffed by in theus industry. In long haul connecting to included in Middle the foundation – (oh leading with the most knowledgeable demonstrators that Headteacher USA and East is row difficult, but performing well important: why? Indid addition, we were reminded how was and he shout loud) whobusiness were happy to andstrict European short haul flights for people important it is as to their capture what we what we are steady, people still need to do and business. explain more of particular role.know need to know and galvanise ourselves into action to find out the answers. But what the figures don’t show is howofpeople are The Post Office was a particular favourite mine with bookingno holidays. With recent trends in booking ‘security’ more than a chair in the gap between the holidays themselves, the airport trends David’s energy and enthusiasm forhas hisseen subject wasin shop and behind the counter, the postmaster explained the industry of people going Agents. exceptional it was transferred to the community audience how the postand office formed the back heart to of Travel the during thiscrucial participative session as the contribution providing services for those who could notfrom read The Airport needs to respond to these trends in its all was verythrough good. On behalf of everyone present, John and write postal reading services (sometimes offering and advertising. Wells thanked David for a stimulating, interactive and very tricky if it was something the recipient didn’t want to fun session. hear) and writing letters for those who couldn’t and The National Infrastructure parcels all wrapped up with string and a wax seal. Session feedback forms were completed by all (very Fascinating! Get theand airline, get the and get the positive) David thenwho drewpassengers three lucky a Feedback from those attended on winners the dayfor was value. How do you “get the passengers?” How do copy of David’s CDas ‘The very good whichmotivational was rewarding the MASSIVE planning forGoal next people get to/from the airport? Principle’ and a box of chocs. year has (retails already£10) started. For further information contact David at: The proposals for a high speed rail between London info@stretchdevelopment.com Sue andCrabtree Birmingham, offers a chance to cut down times to get to Birmingham. With the loss of the extension 03


Spring 2011

(Currently on average this is around £20 customer). comfort zone or represents too high a per perceived risk. •However, Through smoother the for theapurposes of journey this articlethrough let us assume terminal and improvements in overall you have chosen to exercise more control over your life. efficiency and facilities offerthe theoars airport Congratulations – you’ve juston found that will plans ourdrive passenger enable you to to double steer and the boatnumbers in the direction by 2018. you wish to go, rather than simply ‘going with the flow’.

Professor Sir Geoff Hampton & Marie Porello

...saying “no”... is one of the most liberating of choices

at Heathrow, it offers an opportunity that passengers near or close to London, who use London airports, could start using Birmingham?

Choices?

However, the rail link would also mean competition from other airports on Birmingham passengers. It’s probably a cliché but nevertheless a fact, that our lives are governed the choices make. Atrests the most The Airport futurebygrowth and we expansion on basicBirmingham level we can choose to ‘go with the flow’ – let life the Runway extension, which is ‘happen’ totous complain aboutthat the the consequences. expected goand ahead - meaning airport can It’s a bit like being on distance a river inflights a boat with no oars. accommodate longer and could take Sometimes we move and smoothly, other on more flights to Faralong Eastquickly and the USA. times we hit rapids and have a rough ride; we can enter backwaters take us nowhere and we may even end Services onthat offer our journey at a waterfall. Whatever happens, the one common factorAirport is that we aresuffered not in control. Birmingham has from a smaller

range of services, than some other airports, but I see many examples of this in the work I do in career this plans to change……. transition. Quite often I work with people who have chosen to ignore what is happening around them and •just hope Recently to (or a “one terminal” facility, things moving get better at least, no worse). For with all departing passengers going through some, work has been a living nightmare but they stuck combined security search with with it ainnew the vain hope that whatever was area, causing the inbound passengers a single unhappiness would somehow arriving magicallyinto disappear and meeting & greeting This offers opportunity all would be better. In myarea. experience, thisan rarely, if ever, to focus thesensible resources. happens and the course of action is to seek an •alternative. Work on improving the numbers and mix of shops and facilities available to But the first step is todeparting. recognise that we have the choice passengers things happen to experience, us’ or ‘makenot things for •to ‘let Offering a better onlyhappen increases us’. There are always choices butairport, often we not the passengers using the butchoose also the to seerevenue, them. A key factor preventing from seeing and as the airport makesusmoney from the exercising choice it takesarea. us way out of our spending in is thethat departure

The Economics So, where from here? Whilst tempted to say ‘the choice is yours’, one of the most liberating of choices is to choose to ‘no’. the As markets, managersand we are all under a Airlines willsay follow change/adapt great deal pressure have can constant demands on quickly. ButofLow Costand Carriers create a market our time.ofIntheir our efforts to demonstrate ability cope growth own, which can helpour put an to airport we the are map”. often tempted to say ‘yes’ to things when we “on know we should be saying ‘no’. Saying ‘yes’ may be the easyairport choice works but often it simply to ourairlines burdenand and The with many adds of these makes them us feeltoeven ‘out of control’. Howfull many assists lookmore at the load factor (how an times have you found yourself saying ‘yes’ knowing full aircraft is), route history/success, revenue per seat/ well that there little or no chance of fulfilling the kilometre, route is exclusivity competition. request. How much better would it be to say ‘no’ and then offer an alternative i.e. another choice, which All airlines have seen a loss/reduction in air one travellers you know youincan deliver. since a peak early 2008, so these issues in more intense completion, become more important. Can you choose your ‘mood’? A pet hate of mine is managersthe whoaviation are moody and unpredictable bring Recently industry has had twoand further their personal andrecession problemsproblems with themaffecting into the pressures with angst a) global workplace. Sure managers are and changing airI recognise travel andthat b)as the impact we of the first and ash foremost beings, does that givethis us volcanic cloudhuman (no-one couldbut have foreseen the right to impose ourit bad on those and the impact that hadtemper on flights and we work with? Asconfidence). professionals we should leave whatever customer personal issues we have behind us and choose to put ourselves in a positive mood at work. Personally I use my journey choice to work and to putexperience myself into a positive frame of Passenger mind. Equally I use the journey home to put away the frustrations I have experienced at work and reach home The tendency for holidaymakers is people choose without any of the baggage we all carry round from time their destination, the airline and then this either to time. Sometimes music works for me and at other determines their airport or is the point when they times I abandon my motorway journey in favour of the choose from the airports on offer. Customers will slower but prettier option of the country lanes and tend to select on flight frequency/convenience and scenery. It’s a matter of experimenting until you find the airport and reputed service standards. what choicefacilities works for you. Further this the types of tried experience expectations In this to short article I’ve to giveor some simple from a customer, canchoices vary dependant on their examples of how the we make affect our type lives of flight: and I hope you will start to think more carefully about the choices you make. As managers however there is one •choiceVery, very low cost airline to you, and that is to I would strongly commend •‘choose Low care and things convenience to costs catch with people doing right rather than •catchFull service them doing airlines things wrong’. Making that simple choice and saying ‘thank you’ more often will make life But from home plane – who problem and so much easierto both for you andowns your the colleagues. who gets blamed in the mind of the customer? Eric Hogg Eric at eh@exec-dynamics.com •EmailService standards • Service delivery 05 21


newsdesk • • • • •

Corporate ID, way finding, signage Staff performance and attitude Service partner delivery Mantras and messages Digital communication and interaction

Advertising and brand is of high importance In order that passengers select Birmingham over other airports, Birmingham need to tell passengers what is on offer, through: •

Advertising through the airlines, travel agents and online. • The power of the website. A major rework of the website is key to a good on-line presence. • The airline needs to make use of and embrace digital marketing: maximising search engines (so people don’t mix them up with Birmingham Alabama!), mobile media, twitter, Facebook, YouTube, MySpace, LinkedIn. • Power of the brand - As part of the new website, ...energy andbrowsing enthusiasm David Hyner. Lucas aField the from latest edition of the NewsDesk revised updated logo, to pull whole brand Businesses Around The World Coming Together. and image together. The new airport facilities along with improved customer experience will further push the brand.

Inside the Minds of Top Achievers

Employ a “Disney People Management” approach Disney have a way of bringing entertainment into their

parks and activities within. How can you apply the same Presenter: David Hyner, Director,

to the Airport customer experience? For example, what

would it look like if Disney ran the STRETCH Developments Ltdairport security? friendly and effective joint committee. Would the customer have a different overall Wednesday 5th August 2009 at the impression of the Airport? We then Hotel, enjoyedMeriden, a treat of a West presentation from John Manor Midlands

Challen, Operations Finally, put a “team”Manager, together Blists Hill. We weren’t left in25any as members to what and John’s passion is: Circa CMIdoubt and IBC guests enjoyed As a networking, manager you need to learn how your business BRIDGES. This well researched interesting talk some refreshments and and a tasty buffet before workswas and the vintage team by needed toofrun it. Recognise the included some footage bridges from around David introduced John Wells. talent and including make bestsome use of them, you need to lead the world, that wereasdoomed to failure, and brilliantly bring them together as the a team, develop the and back encounter to startan oftoindividual the Industrial Every now Paul andlinked again, that business. Kehoeyou is doing just this in his role at Revolution which is at the historical heart of the invites/challenges you as to examine theon way you steps” do things Birmingham Airport, they focus “little for Ironbridge Gorge John certainly knows (however successfully) in more detail, perhaps fromhow an growth, by taking Museum. on the challenges noted/discussed, to makeperspective bridges interesting – opposition you could to have unusual or direct howheard we area to become a major UKinAirport. pin drop. taught. It’s a little uncomfortable and takes some honest http://www.birminghamairport.co.uk/ thought but it can prompt you to uncover some potentially Everyone then and regrouped buffet lunch and limiting values beliefs.to Ifenjoy you aunderstand these refreshments before Hill.a different properly you are thendeparting on routefor to Blists adopting Our groupand was free to enjoy Blists Hill Victorian Town at approach achieving soof much David Hyner is Watch the video themore. lecture here: theirsuch ownindividual. pace. With working factories, shops and one cottages set in 50 acres of beautiful woodland where http://www.youtube.com/ life is David lived and demonstrated as it was in Firstly, introduced himself, highlighting hisVictorian journey times, building there wasaplenty to see and experience. Some from reputable catering and event cmimanagers#p/a/u/2/zplOT3XSlRw 04 22

Event Report management business for 15 years through 12 years of research into how top achievers realise their goals to his current role delivering high energy talks, worldwide, establishing himself as one of the top inspirational speakers in the UK. He then led an interesting discussion about assumptions; how we all make assumptions others and what we will or will not do Octoberabout 2010 ICC Birmingham in our everyday lives. Interestingly, David’s research has shown that top achievers make fewer assumptions – preferring to deal more in facts.

Sir Ranulph Fiennes

We then went on to demonstrate how assumptions can fashion our conclusions as we shared three things about ourselves – two true and one false – to see if our neighbour in the audience could correctly predict the false one. Clearly, we make a raft of assumptions about this person that we barely know, to arrive at our answers. It’s quite useful to carry out an occasional health check on what leads you to make such assumptions. Jeff Elmore CMI Birmingham with Rachel Mallett of

Next step was to Museum’s talk us through goal events settingteam and how Ironbridge Gorge very helpful what all top achievers have in common is ‘massive’ goals we discussed how that compares to the more Sir and Ranulph Fiennes common mantra of goals being ‘realistic and achievable’. David then took the goal of one attendee and demonstrated through use of the pyramid, it Polar-bear attacks,how, gangrene and starvation were just can beof broken down into blocks on several levels until some the experiences that Sir Ranulph Fiennes the very toptowhere the goal be achieved described managers at atorecent event. is stated. Sound easy and somewhat familiar? Yes, but David talked us through the most important elements to be The explorer his audience with astaffed talk about exhibits arecaptivated static and others are by included in the foundation row –Leadership, leading the most his life and adventures entitled Challenge knowledgeable demonstrators (oh thatwith Headteacher important: addition, weofwere reminded how and in shout the face adversity. was Perseverance strict why? and heIndid loud) who were happy to important it is of to their capture what we explain more particular role.know and what we The event was in association with to the find need to know andorganised galvanise ourselves into action Birmingham Business School at Birmingham out answers. Thethe Post Office was a particular favourite of mineCity with University thethan Institute and took ‘security’ noand more a chairofinConsulting the gap between the place atenergy the ICC in Birmingham. David’s and enthusiasm for his subject was shop and behind the counter, the postmaster explained exceptional it was transferred the community audience how the postand office formed the heart to of the Sir Ranulph talked frankly andashumorously about his during thiscrucial participative session the contribution providing services for those who could notfrom read academic failure which he of partly blames on having all was very good. On behalf everyone present, John and write through postal reading services (sometimes been at schoolDavid in South where his mother and had Wells thanked for aAfrica stimulating, interactive very tricky if it was something the recipient didn’t want to gone to during the war. fun session. hear) and writing letters for those who couldn’t and parcels with with stringtales andofa his waxtime seal. He kept all thewrapped audienceup riveted in Session feedback forms were completed by all (very Fascinating! the SAS and later in the Sultan of Oman’s army. positive) andfrom David thenwho drewattended three lucky a Feedback those on winners the dayfor was copy of David’s motivational CD ‘The MASSIVE very good which rewarding planning forGoal next Described by thewas Guiness Bookasofthe World Records as Principle’ £10) and a boxheoftold chocs. yeargreatest has (retails already started. the living explorer, of his many For furtherincluding information contactof reaching David both at: expeditions his achievement info@stretchdevelopment.com Sue Crabtree poles and how he and his companions battled against the sub-zero temperatures, katabatic winds, with their feet turning to fungus and suffering from gangrene. 03


Spring 2011

newsdesk The inspiring 67-year-old, who completed seven marathons in seven days on seven continents – just months after suffering from a heart attack described his heroes as his dad and granddad. He also gave visitors an insight into the motivation and perseverance which enabled him to succeed in his challenges. Sir Ranulph stayed beyond the end of his talk to sign copies of his books. For those who missed it, a taster of the event is available by visiting the website at: http://www.managers.org.uk/forum/birminghambranch/evening-sir-ranulph-fiennes

As a member of the CMI, you benefit from a comprehensive range of products and services. Membership pays for itself many times over, not only in monetary terms but also in the incalculable effect it has in helping you develop into a more efficient manager capable of making a greater impact within your organisation. It differentiates you from the competition through cross-sector knowledge and best practice that enables you to solve problems more efficiently. Membership also marks you out as one of the currently limited but growing pool of in-demand professional managers in the UK. What’s more it brings the professional kudos associated with letters after your name, helping you stand out from the crowd and also showing you’ve recognised the growing need for the professional manager in today’s economy.

Make the most of your CMI CMI IBC Joint Family Day Membership! Here’s what you get as part

Make sure you are making the most of your membership!

The 3 Chairs…Faye Field, Gerwyn Jones and Eric Hogg (inset: Treasurer, John Wells)

Kind regards

Huw Hilditch-Roberts Director of Membership & Business Development

Ironbridge Gorge Museum, Shropshire, Telford TF8 7JP Saturday 11th July 2009 Our family day out each Summer is growing in popularity and this year at Ironbridge was no exception. We negotiated with the friendly and efficient events team at Ironbridge to provide us with a great itinerary (covering two sites), a fabulous meeting room for the annual general regional and local branch update, a wonderful talk from one of the operational managers and a tasty buffet with refreshments. Local branches subsidised the event so that it could be offered free to members and their families which represented terrific value. This meant places were limited to 100 and they were snapped up within a couple of days leaving us with a reserve list. People arrived promptly at 10am for check in at Coalbrookdale for a self-guided tour of the Museum and Old Furnace where people were free to explore the site and remains of the water powered blast furnace where Huw Hilditch-Roberts Abraham Darby I perfected the smelting of iron with coke instead of charcoal. It was the secret that helped make iron the essential material of the Industrial Revolution.

02

of your membership to CMI:

At 11.30, some forty people, attended the meeting in the Glass Classroom – a fabulous venue – to receive an update from Eric Hogg, West Midlands-Regional Forum ManagementDirect access to Chair, CMI regarding new strategic developments in the unrivalled information resources CMI incorporating a greater focushow on members. Want to know to deal with absenteeism? Need to manage He also reminded everyone of the significant benefits your time better? Need a structure of membership (which of usplan? tend to forget)just anda for a many strategic You’re urged us to log on to the webfrom site and start benefitting click away ManagementDirect, more from specific services such asonline the latestknowledge research our extensive on the latest ‘hot’resource, management issues,with provision of a packed up-to-thevast array of useful information through online minute best-practice on the whatever’s management information centre as well as consultancy top of your agenda right now. services and career information. Gerywn Jones, Branch Chair Wolverhampton, talked us through events, past andFree planned, how well the combined ‘Askand a Researcher’ Birmingham, Wolverhampton Hereford & Why spend your and valuable time trying Worcester is operating practical when benefits. to findand anproviding elusive answer we Faye Field, Branch Chair & Worcester can do itHereford for you for free? Ourshared trained her aspirations for the combined programme of researchers willbranch get you the answer events and appealed more volunteers to join the within for one working day, leaving you free to get on with high-priority tasks. 23


newsdesk newsdesk Free subscriptions to Professional Manager and Management Today* Worth the membership fee alone – the top two publications in the field are delivered free to your door, keeping you up-to-the-minute on the latest management theory and practice. *Professional Manager is supplied in electronic format for some types of membership. Affiliate members must pay an additional fee if they wish to receive Management Today

Continuing Professional Development (CPD) Our online CPD system helps you assess your needs, plan your development and record your activities. Every CPD activity help you undertake Young person receiving a Jobcentre Plus CMI adviser ...energy and enthusiasm fromfrom David Hyner. using resources is automatically recorded so that you can focus on what really matters - what did you learn from that activity?

Inside the Minds of Backing Young Britain Top Achievers Supporting Young Unemployed People in the

Exclusive networking Make friends and influence people in both Hyner, businessDirector, and social contexts, Presenter: David West Midlands through our frequent branch and STRETCH Developments national events. OurLtd Online Community There’s no doubt that the West Midlands has suffered Wednesday 5th August 2009 at the also provides lively debate and the significantly in the recent adverse economic conditions chance to share ideas and begin Manor Hotel, Meriden, West Midlands and young people have been amongst those hardest dialogues. This external hit. There are around 55,500 people agedperspective 18-24 in the adds anmembers extra dimension notenjoyed just to West25 Midlands Region currently claiming Jobseeker’s Circa CMI and IBC and guests Allowance. your learning, but your buffet working life some networking, refreshments andtoa tasty before as a whole. David was introduced by John Wells. This is a dreadful waste of talent and potential - and in ordernow to enlist employers in addressing this, Prime Every and again, you encounter an individual that Minister Gordon you Brown launchedthe the “Backing Young invites/challenges to examine way you do things Business HR Britain” campaign in Birmingham on 2nd September. (however successfully) in more detail, perhaps from an Do it right with our free downloadable unusual perspective orcustomisable in direct opposition to how we for are and templates The role of employers across the UK in supporting taught. a little uncomfortable and takes honest policies, forms andsome contracts – young It’s people cannot beletters, overstated. BYB is a national thought but itthat canplus prompt you uncover somethat potentially a monthly e-newsletter keeps campaign seeks to to engage employers of all limiting values and in beliefs. youfast-changing understand these you inIfthis field. give “shapes and sizes” totouch do everything possible to properly you are route to adopting a different young people thethen helpon they need to find a job, training approach and achieving so much more. David Hyner is or work skills and experience. one such individual. Free Legal Helpline (business and This support personal by employers law) is vital in providing opportunities of work and workhighlighting experiencehisforjourney young Firstly, David introduced himself, Not sure on a point-of-law? A qualified people. from building solicitor a reputable and event is on the catering case, 06 24 04

The government is seeking commitment and action management business years through years of calling for you15back within the12 hour with from employers around any or all of the following ways research into how top achievers realise their goals his initial advice on your optionstoand in which young people can be helped…Employers are current role delivering high energy talks, worldwide, being urged to:possible outcomes – really beneficial establishing himself as one of top inspirational for ongoing riskthemanagement or speakers in the UK. He then led an ainteresting when an issue unexpectedly arises volunteer • Offer volunteer places or become discussion assumptions; we fast. all make you an how answer mentorabout for and school or need university leavers. assumptions others and what we will or will not do • Provide about work experience opportunities. in• ourOffer everyday lives. Interestingly, research has internships to graduatesDavid’s and non-graduates. Qualifications shown that topaAs achievers make fewer assumptions – • Consider young person for a job through a work well as the professional status that trial. to dealmembership preferring more in facts. brings, you can choose • Provide apprenticeship opportunities for 16-24 year to pursue formal management olds.went on to demonstrate how assumptions can We then qualifications with the CMI – leading • Apply to provide jobs thethree Future Jobsabout Fund fashion our conclusions asthrough we shared things up to the ultimate accolade of (see below) ourselves – two true and one false – to see if our Chartered Manager.Partnership (LEP) • Engage Employment neighbour in in thea Local audience could correctly predict the with Jobcentre Plus false one. Clearly, we make a raft of assumptions about this person that we barely know, to arrive at our answers. Visit Career Development support It’s quite useful to carry out an occasional health check on to http://interactive.bis.gov.uk/backingyoungbritain Need help updating your CV? Or what leads you to make such assumptions. find out more... preparing for an interview? You are just a click away from practical Next step wasyou to talk through goal setting how Alternatively can us contact Jobcentre Plus and on any of resources that will help you take what all top achievers common is ‘massive’ the following numbershave for infurther details of local your next step forward. Our Find a goals and we discussed how that compares to the more initiatives: job service can also help‘realistic you to findand out common mantra of goals being about suitable vacancies near you. Birmingham and Solihull - 0121 achievable’. David then took the255 goal8351 of one attendee Black Country - 01902 and demonstrated how,435163 through use of the pyramid, it Coventry and Warwickshire - 02476 232598 can be broken down into blocks on several levels until Study Support Staffordshire - 01782 the very top where the382164 goal to be achieved is stated. Wondering and howWorcestershire to tackle that- next Shropshire, Herefordshire Sound easy and somewhat familiar? Yes, but David 01562 623661 assignment? We have organised our talked us through the most important elements to be resources so that you can quickly included in theFund foundation row – leading with the most Future Jobs (FJF) find the information that you need to important: why? In addition, we reminded how Department of were Workcomplete and Pensions Delivered by the help you successfully each important it is to aims capture what we know additional and what jobs we (DWP) this fund to create 150,000 unit of your qualification. need and galvanise ourselves into action to find that to willknow provide both work experience and training out the answers. primarily to 18-24 year olds who have been out of work for nearly a year with the aimIndemnity of delivering real benefits Professional Insurance to communities. Theenthusiasm jobs mustfor behis jobs whichwas the David’s energyToday and subject any provider of professional employer would not ordinarily have recruited for. exceptional andservices it was transferred audience is exposed to to the a number of during this participative session aslitigation. the contribution from potential forms of If you are a 25 The must provide work for at least all wasjobs verycreated good. On behalf everyone present, John member whoof runs your own business, hours a week for 6 months and be paid at a salaried Wells thanked David for aprovide stimulating, interactive and can theMinimum protection you wage, (at least CMI the statutory National Wage). fun session. need at extremely competitive rates. DWP are accepting applications on a monthly basis from organisations keen to play a part in supporting it. Session feedback forms were completed by all (very Employers interested in applying are invited to visit For more information visit: three lucky winners for a positive) and David then drew http://research.dwp.gov.uk/campaigns/futurejobsfund copy of full David’s motivational CD ‘The MASSIVE Goal where details of the programme and application http://www.managers.org.uk/signup/standard Principle’ (retails £10) and a box of chocs. forms can be found. For further information contact David at: Or call during office hours on this number: info@stretchdevelopment.com Membership Services team: 01536 207307


2009 Events

2011 Events

For further information and updates on events, please see the branch events pages at http://www.managers.org.uk/midlands

For further information updates events, please see the branch events pages All places, includingand Free events,on should be pre-booked. Prices include VAT. Date & Venue

www.managers.org.uk/events Event Details Info & How to book

Saturday 14th November Manor Hotel, Meriden 08:45 to 12:30 Members & Guests £10.00 incl. VAT

DateWednesday 18th Event November

Manor Hotel, Meriden 6.30 to Symbiosis 9.15pm of £12 members/£20 Man &guests Machine -

Thursday Is Humanity a Slave 26th May Thursday 3rd to December Technology? Manor Hotel, Meriden 6.30 to 9.15pm £12 members/£20 guests BCABA Awards Dinner

Friday 17th June

Improve your sales skills and hear a real business story of how 106 years ends in administration and a new chapter starts

Speaker Location

IBC West Midlands Email John Wells at john.w.wells@btinternet.com or Marion Taggart at marion@taggart56.fsnet.co.uk

Contact

WIM Heart of England Anne Stanton Getting the most from your PC Birmingham IET, T: 02476 504454 Professor Austin Court Email: Colleen wimhoe@tiscali.co.uk Bass David Edwards 80 Cambridge Street 0121 331 5688 Birmingham, colleen.bass@bcu.ac.uk WIM Heart of England B1indulgence 2NP Anne Stanton Dabble in the tranquillity, T: 02476 504454 and luxury zones The Copthorne Hotel, Email: wimhoe@tiscali.co.uk Book your tickets here: Level Street http://bit.ly/eQNDpa Dudley DY5 1UR

Do you know someone inspirational?

We are always on the Monday IC look Half out Dayfor people willing to share TBA their stories of leadership management at our events. Work in Shop 25th June Any topic is welcome - we've recently heard from diversifying farmers, personal coaches, mentors and directors of internationally CMI/ICrenowned businesses. Family Day TBA Out

Saturday TBC July

The Manor Hotel, John Wells All our are very different but share a flair and 127speakers Main Road, 07775 941508 enthusiasm leadership. Do you know Meriden for management andJohn.w.wells@btinternet.com anyone CV7 who 7NHwould be willing to speak at an event in the Birmingham, Wolverhampton or Hereford and Worcester areas? Faye Field 07786 690898 If soTBA please contact Faye Field at awayfaye@hotmail.com awayfaye@hotmail.com

Want to feature in newsdesk?

Millennium Building,

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managers in all kinds of organisations. We do not pay for articles submitted but we do acknowledge the contributor and publish their contact details where requested.

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CMI Newsdesk Spring 2011