Business Comment #7 oct/nov 10

Feeling the squeeze – how the public sector is coping with cuts pages 24-25

OCTOBER/NOVEMBER 2010

Edinburgh Chamber - UK Chamber of the year 2010 BC issue 07.indd 1

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OCT/NOV 2010

The world could be your oyster…

Contents 24

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Visualising an actual bustling marketplace is a timely activity to remind ourselves of what we mean about global markets.

Travellers come from afar with their goods – or to buy what they see.

There’s a diversity of products and services on offer and an eager level of competition between different offerings – an exciting mix of sensory experience and opportunity.

Through our international trade initiatives we are reconnecting to this world of opportunity. Recent guests, helping our members build a global network, have included the Ambassadors of Thailand and the Philippines as well as High Commissioners for India and South Africa.

Our participation in a comprehensive survey of 500 manufacturing companies has captured stories of successes as well as challenges.

There are five key areas that need attention to improve British export performance: The Prime Minister should lay out a vision for the UK to become a strong export economy and appoint a team to deliver that.

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Export trade finance is the secret to encouraging new SME exporters because it mitigates the significant risks associated with trading abroad.

The Government’s lack of intervention into the trade finance market is in stark contrast to other major trading nations. A state-backed export credit insurance scheme to non-OECD high-growth, high-value, emerging markets must be instituted for British exporters to compete.

State-backed support for exporters delivered through UK Trade & Investment (UKTI) and Scottish Development International brings major returns for the British economy. Edinburgh Chamber therefore believes that funding for UKTI must at least be maintained despite public funding cuts.

Manufacturing has declined as a percentage of British GDP and the workforce has shrunk. The UK & Scottish Governments must offer a business environment of low-tax and lowregulation, with targeted incentives and allowances to support growth through exporting.

Service exports is a sector where the UK has a comparative advantage. It’s the world’s second largest exporter of services behind the USA. The sector accounts for 76% GDP and 80% of all employment.

The Government should work with the UK-wide chamber networks to better explain, support and promote more UK service exports, as in Scotland, where Scottish Chambers International works closely with Scottish companies, internationalising their businesses.

Ron Hewitt chief executive

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Introduction / contents Focus on low carbon investment Green packaging Capital view Laying the tracks to captial growth Double-dip recession and public sector cuts Tough time in the Dragon’s Den Be the best Going international Inspiring connections 60 seconds

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The interview Cover feature Finance feature Getting in the Christmas mood In the spotlight City & World – Chamber policy Legal Ask the expert / get with IT Minister launches Smart Exporter Business news Arts Movers & shakers

Business Comment is an Edinburgh Chamber of Commerce publication.

All editO riAl AN d g eNerAl eN qu iries: Edinburgh Chamber Customer Services Team Phone: 0844 736 2992 email: customerservices@edinburghchamber.co.uk Edinburgh Chamber of Commerce, Capital House, 2 Festival Square, Edinburgh EH3 9SU www.edinburghchamber.co.uk President: Robert Carr Chief Executive: Ron Hewitt Bu siN ess COm m eNt editOr Josef Church-Woods, Marketing & Communications Executive Phone: 0131 221 2973 email: josef.church-woods@edinburghchamber.co.uk PrO du CtiON & desig N Distinctive Publishing, 8th Floor, Aidan House, Sunderland Road, Gateshead NE8 3HU Tel: 0191 4788300 www.distinctivepublishing.co.uk AdVertisiNg Distinctive Publishing, 8th Floor, Aidan House, Sunderland Road, Gateshead NE8 3HU Tel: 0191 4788316 john.neilson@distinctivepublishing.co.uk FeAtu re editO rs John Dean & Francis Griss deangriss@btinternet.com disClA im er

Distinctive Publishing or Business Comment cannot be held responsible for any inaccuracies that may occur, individual products or services advertised or late entries. No part of this publication may be reproduced or scanned without prior written permission of the publishers and Business Comment.

COVer P hOt O Cover image courtesy of Edinburgh Inspiring Capital: www.edinburgh-inspiringcapital.com

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Chambernews Focus on low carbon investment Edinburgh at centre of international finance efforts Edinburgh took centre stage in the quest for funding low carbon energy projects when senior financiers, utilities chiefs and politicians took part in the Scottish Low Carbon Investment (SLCI) Conference, at the Edinburgh International Conference Centre 28-29 September.

The event, opened by the First Minister Alex Salmond, attracted hundreds of delegates and a full report, with pictures, will be published in our December/January issue.

Speakers included the European Investment Bank’s Head of Climate Change & Environment Christopher Knowles; Georg Adamowitsch, European co-ordinator for the connection of offshore wind power in Northern Europe; and the UK Energy & Climate Change Minister Charles Hendry.

The Conference was designed to provide a unique forum for Government, international finance, utilities and developers to engage directly, bringing projects and investors together - matching opportunities and debating the risks and rewards of major capital, public/private and ‘venture’ size projects in the low carbon sector.

Strongly supported by the Scottish Government and Scottish Enterprise, the event highlighted the scale and diversity of the investment opportunities

in Scotland and provided a showcase to attract inward investment. Delivered by the Edinburgh Chamber of Commerce, other partners included Scottish Development International, Highlands and Islands Enterprise, Scottish Futures Trust and Arup.

Ron Hewitt, Chief Executive of Edinburgh Chamber, said: “The recent Offshore Valuation study report indicated that harnessing just a third of Scotland’s practical offshore wind, wave and tidal resource by 2050 could generate a net value in terms of electricity sales of around £14 billion (around $22 billion), positioning Scotland as a net exporter of low carbon energy.

“Scottish-based companies are wellplaced to capitalise on these, and resources elsewhere. Using just one third of the UK’s resource could unlock the electricity equivalent of 1 billion barrels of oil a year (matching North Sea oil and gas production), delivering CO2 reductions of 1.1 billion tonnes by 2050 and creating 145,000 new jobs, many in Scotland.

“We were delighted to be asked to run this major event, which we hope will have a game-changing impact on the low carbon energy sector in Scotland and help to unlock the undoubted potential we have by linking innovation and finance.”

The Conference took place at the EICC, at the centre of Edinburgh’s financial district

An engineer works on Aquamarine Power’s Oyster 2 wave energy device – one of the ‘green energy’ innovations highlighted at the SLCI Conference

Tick revolutionises recruitment Scotland’s first transparent flat fee online recruitment service has saved its clients fees of over £120k in just five months of trading. Richard Greenwood, owner of Edinburgh-based Tick Recruitment, aims to revolutionise the recruitment process and is

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determined to save his clients the expense of using traditional agencies, which typically charge 15-25% of the role’s salary. Tick’s flat fees range from as low as £395 to £995 depending on the salary bracket – around 80% cheaper than most other recruitment

agents. Benefits also include a 100% money back guarantee. Current clients include Montpelier’s Group, CIGNA International and Navyblue. www.tickrecruitment.com

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Green packaging firm notches up a first Vegware Ltd, the Edinburgh-based eco packaging firm and Chamber member, has become the UKs first ever packaging company whose entire product range is compostable and therefore suitable for organics recycling.

The eco manufacturer is launching a trio of new compostable products for the food-togo sector, all of which are unique on the UK market. These are high heat-resistant cutlery, a compostable soup container and lid set and a genuinely compostable insulated coffee cup, made locally from EU materials.

Founded in 2006,Vegware’s aim has always been to offer a full range which is compostable and suitable for organics recycling.

Founder and managing director Joe Frankel said: “Biodegradable materials do break down naturally over time, but the term compostable means it all happens much quicker – under 180 days in the right conditions.

Vegware has become the UK’s first ever provider of exclusively compostable catering disposables and takeaway packaging

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“It has taken years of R&D, but now our full range can be commercially composted together with food waste rather than go to landfill. Its really exciting now we can help our clients to save money with sustainable waste management

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as well as saving carbon and virgin materials.

And, of course, were delighted to be eco market leaders.”

Yearly increases in landfill tax mean that from April 2011, commercial composting will become the cheaper option. The company works closely with the organics recycling sector and offers a UK-wide composting collection service for mixed packaging and food waste. After 6-12 weeks, the waste is reprocessed into compost, or biogas and topsoil.

Despite the current challenging economic climate, business is going well for the Edinburgh firm, which is moving to larger premises and hiring new staff to cope with demand.

Vegware has won a series of awards this year including its key duo, Joe Frankel and Dominic Marjoram, being named Sustainable Development Champions in the Scottish Green List Awards.

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Capitalview Our city…our future…help us decide from the reduction in funding available to Scotland’s public sector.

We face tough choices. Savings of this magnitude will not be achieved by simply shaving off a bit here or a bit there. We must look at every possible way to save money and improve efficiency, including sharing services with other councils and finding different ways to provide what residents and businesses value and expect from the council. We have to question what we do and how we do it.

We must think smarter, work better and prioritise very carefully, as we protect and develop our city for the future.

By Jenny Dawe

Leader of the City of Edinburgh Council

Edinburgh is a great place in which to live and work.You would expect me to say that but it is recognised as such in the numerous awards won in recent years.

Whilst Edinburgh’s economy has held up reasonably well, like every business, and the rest of the public sector, this council is required to make huge savings.

The precise reduction will be known following budget decisions at Westminster and Holyrood. At best we will need to make £90million of savings over the next three years. It could be considerably more if, for example, the health service is protected

I am confident that by working with our partners and the public, we can ensure that Edinburgh emerges a stronger city. That will take guts and an understanding of the unprecedented situation we are in. We also have to consider the future with an eye on the big picture, not just on those services we personally want to retain, to best position Edinburgh to develop and thrive as the economy improves.

I believe we can do it because making efficiencies and seeking to do things differently is not new to Edinburgh.This Council is Scotland’s ‘most improved urban authority’ for the second successive year and record efficiencies have been delivered year on year.

We do not have all the answers. That is

why we are launching a major engagement programme to give residents and businesses the information they need to help us identify priorities. We want to listen and learn. We hope to get your support in confronting tough decisions.

A series of six local summit meetings are being held throughout the city, culminating in a city summit just before we find out on 20 October what the Government spending plans are. Information is also available on the Council’s website (www.edinburgh.gov. uk) to help elicit views on a number of key themes. This will help us make the difficult decisions in time for our budget in February.

I will also use the feedback to let the Scottish and UK Governments know what the people and businesses of Edinburgh see as their priorities.

Whilst Edinburgh has an excellent foundation for future success, the decisions that we take now will shape our services for years to come. Please take time to consider the situation and to contribute your views to me on email: leader@edinburgh.gov.uk Or write to: Freepost RSJC-SLXC-YTJY, Budget Council Leader City Chambers Edinburgh EH1 1YJ

Top in Scotland Ryden has been confirmed as the top performing industrial property agent in Scotland in the latest league tables published by the CoStar Group.

CoStar analysed the market activity of Scottish property firms during the period July 2009 – June 2010 and identified Ryden as the top agent for the number of instructions, number of transactions and floorspace available.

Ryden completed 126 transactions (equivalent to a 13.8% market share) and has more than six million sq ft of industrial space available (a 16.3% market share).

The league table also showed that the firm let or sold more than 1.19 million sq ft of space during the researched period.

Neil McAllister, partner in the Edinburgh Industrial team, said: “The number of deals completed since the early part of 2010 has been very encouraging, with the majority of activity within the small to medium sized market.

“However, demand for larger buildings remains limited and there continues to be an over-supply of large scale secondary accommodation.”

Neil McAllister

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Laying the tracks to capital growth

By Richard Jeffrey,

Chief Executive, Edinburgh Trams The media focus on the much publicised contractual dispute, makes it easy to forget the rationale behind bringing the tram system to the capital city. However, there remains a very strong economic case for trams in Edinburgh.

Europe’s top 15 most prosperous cities, as measured by GDP per capita, have either tram, light rail or underground mass transit systems. Investment in trams for Edinburgh will undoubtedly help stimulate the city’s economic growth over the next 30 years; this is already being evidenced by some businesses siting themselves along the length of the route. In other cities, the value of domestic properties has also risen considerably on tram routes.

Tram cities in the UK and Ireland have all noted the stimulus that their respective systems have brought to the local economy

All aboard for Economic Growth

with inner city regeneration projects linked to coincide with the extension of tram routes in Croydon, Manchester and Nottingham. The LUAS tram lines in Dublin have also directly contributed to an increase in footfall of up to 50% in its main shopping district since its launch in 2004. Similarly, the number of people visiting Strasborg city centre doubled after the introduction of two tram lines.

Despite the global economic downturn, the population projections for Edinburgh remain strong. The City Council’s economic development section predicts that in the next 20 years, the population in the capital will swell to 543,000, up some 65,340.

Additionally, the three key growth areas, to the north and west along with the city centre, remain relatively buoyant in an otherwise stagnant market, with major developments still committed within all three. There is no doubt that the city would struggle to contain future traffic predictions and therefore it is vital that we find an

efficient, safe and environmentally attuned solution fit for the capital city.

Working with Lothian Buses, the new integrated trams/buses public transport system will ensure the city can cope with this growth.

For more information, go to: www.edinburghtrams.com

Help for young people to find jobs A £6.5 million package to support the thousands of young people who left school and college over the summer has been launched by the Scottish Government.

n A new national helpline to support those employers who can offer a young person a job, Modern Apprenticeship, or work experience opportunity

top priorities.We need the public, private and voluntary sectors to step forward and help us to help young people become the future workforce and economic success we know they can be.”

Delivered by Skills Development Scotland, Step Forward Scotland aims to help businesses offer jobs, Modern Apprenticeships or work experience placements to young people aged between 16 and 19.

n 60 entrepreneurial training opportunities

Three thousand more young people were expected to enter the job market for the first time this summer.

n Access to 5,000 additional all age Modern Apprenticeships, as supported by the European Social Fund

Damien Yeates, Chief Executive of Skills Development Scotland said: “Scotland’s economy is showing a return to growth.

Although this is positive news, economic recovery is fragile and there is a continued need to upgrade the Scottish skills base by supporting businesses and individuals

The Step Forward Scotland package included:

Scottish Skills Minister Keith Brown said: “Our young people are our future workforce.

However, recession hits them the hardest.The Scottish Government cannot create jobs but we can create the right business conditions and provide support for businesses to create jobs.

n 800 vocational pathway opportunities for 16 and 17 year olds n A £1,000 incentive for up to 2,000 employers to offer a Modern Apprenticeship to young people who face specific barriers to securing such an opportunity, such as care leavers

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n 750 graduate placements over the next three years n 1,000 volunteering opportunities

“There is consensus that reducing youth unemployment must be one of Scotland’s

“We need employers to identify how they can help and, as part of this package, the new employer helpline will allow them do so.”

Central to the Step Forward Scotland package of support is the employer helpline, on 0800 783 6000, which allows employers to find out more about the funding and support available from Skills Development Scotland to aid job creation.

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Economy&business Double-dip recession: what are the risks?

By Cliff Lockyer,

The Fraser of Allander Institute, University of Strathclyde Coordinator of the Scottish Chambers’ Business Survey

Recent months have witnessed a number of seemingly contradictory reports as to the Scottish economy and popular concern has focussed on the likelihood of a ‘double dip’ recession.

Any review of post war recessions indicates that periods of negative growth during the recovery from a recession are not uncommon; what’s more important is the duration, severity and causation of the slip back into negative growth. But deciphering both global and national data and making sense of the confusing information is problematic.

Positive signs of recovery in our major export markets have to be tempered by an appreciation of the likely impacts of their policies to reduce Government expenditure – and the impact of national debt levels on economic growth in the Euro zone continues to feature in most analyses of the medium term. Extensive movements in international commodity prices and currency movements continue to impact on inflation rates.

could lead to job losses in the range 78,000 – 90,000 in the public sector by 2014-15 and a fall in GDP between -1.6% to -4.2%.

It is clear that the shape and size of the Scottish public sector will be markedly different by 2014-15 and the Government needs to be imaginative in its policies if infrastructure investment is to be sustained and the Scottish economy is to emerge stronger and better based for growth by 2015.

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The Scottish Chambers’ Business Survey for the second quarter described its findings as a complex and apparently contradictory set of results “reflecting a combination of modest growth in manufacturing, some slight signs of improvement in construction, weak consumer confidence in retail and a seasonal upturn in tourism.”

On the one hand rising tourism demand, a good summer and record sales at the Edinburgh festival suggest a growing economy. However, most surveys over the summer suggest that growth is expected to weaken in the third quarter, and the latest available Bank of Scotland index of leading indicators concluded that the current recovery in the Scottish economy was set to slow at the end of the third quarter after hitting a peak in July.

Contributing to the weakness in consumer demand, and hence demand in a number of sectors ranging from retail through to construction, is the uncertainty as to job security and the impact of the forthcoming significant reductions in public sector expenditure.

Significant job losses over the next three years have already been announced by health, police and local authorities. Likely cut backs in defence will impact significantly in Moray, Fife and Glasgow.

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The potential impact of cuts in the Department Expenditure Limits (DEL) has been modelled by the Fraser of Allander Institute (June 2010 vol. 34. no 1). Their forecasts suggest that the likely cuts in DEL

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Real People – Real Solutions

Our people-first culture makes us

the global standard in customer service delivery

Between them, the 650 employees speak 17 languages, handling customer support for 21 countries throughout Europe, including Russia and Spain and also Turkey

Sykes (Europe) Calder House/Pentland Gait, 599 Calder Road Edinburgh EH11 4GA

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www.sykes.com

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sPeCiAl FeAture

Helping business meet customer demands “We find most people are under the misapprehension that Sykes is a contact centre – two words which bring to mind those irritating calls mainly from the Sub-Continent selling us anything from mobile airtime to double-glazing.” says Edinburgh-based Sykes Call Centres Director Les Torrance.

Gordon MacAulay of Ness – the fashion and lifestyle label - says that he resolved a major supply problem at a stroke. As the boss of this incredibly successful fast growing Edinburgh-based business, Gordon was faced with a classic SME impasse of more orders coming in than going out, leading to loss of revenue, strain on staff and low customer satisfaction.

But they would be badly wrong – Sykes is a billion dollar specialist multi-media contact and fulfilment centre group providing end-toend lifecycle solutions from simple customer response work to multilingual technical support for a glittering array of multinational combines – not forgetting comprehensive financial reconciliation services, fulfilment services and the dissemination of key management information, which allows Sykes to add real value to their clients. no matter what size they are.

Headquartered in Edinburgh, the Sykes European operation has more wthan 20 centres across Europe. This means dealing with the major conglomerates, whilst also supporting small business where the support services are equally important.

We handle accounts, where volumes may be low, but the demand for quality is high, and may cover multiple geographies. Whether the client is a large account or not, we recognise that the brand loyalty is paramount, and our colleagues supporting their brand need to be immersed in their culture and “own the brand”,” says Les Torrance. However, Sykes Global Services is intrinsically a very big player.

At the beginning of the current year, Sykes markedly expanded by acquiring a US-based company called ICT. Many synergies were apparent and both operations have grown stronger as a result of the merger. The new

Thank GoodNESS

Les Torrance

operation has taken Sykes into the very big league with 51,000 service professionals working out of 80+ centres in up to 50 languages.

sykes global services – undertaking customer service support for billion-dollar multinationals through to supporting a small company with half a dozen employees.

The scale of his problem can be measured by the rapid growth of the company, which was operating from its own branded shops throughout Scotland and a retail network of 500 stockists on the UK, Ireland and beyond.

However salvation was at hand.

He says that from the outset, Sykes removed the constraints that had previously been impacting on the business and freed the company up so that it was able to concentrate on developing and growing the brand.

In this instance, Ness successfully passed all distributive responsibilities to Sykes’s fulfilment centre in Galashiels, which assumed control of order preparation, bulk orders, delivery, returns, inventory management and stock replenishment planning.

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Encouragement despite tough time in the Dragon’s Den The managing director of motivational training company Tree of Knowledge says that coming away empty-handed from hit TV show Dragons’ Den has restored his faith in business.

Two directors from member-company Tree of Knowledge appeared on the popular BBC 2 show in August, asking the Dragons for £100,000 in return for a 10 per cent stake in their business as they seek to expand from their Dunfermline base in Scotland into the English market.

But, after more than two hours of filming, they failed to clinch a deal, with one Dragon saying he’d be unhappy taking a big chunk of the business in return for his investment.

Managing director Gavin Oattes said: “Basically, what Duncan Bannatyne was saying was that we can get along fine without his money and without giving up a lot of equity in our firm.”

“We take tremendous encouragement from that, and the fact that Dragon Peter Jones said we were probably the best in our field he had ever seen. The Dragons have a reputation for being ruthless and driving a hard bargain but they’re a bunch of softies really.”

Tree of Knowledge, which delivers motivational goods and services throughout the UK, work mainly in schools and wanted the Dragons’ help and investment as they prepare to attack the English education and corporate market.

One of the company’s key products is the Apodo, an oddly-shaped, multi-coloured, toolkit full of weird and wonderful materials designed for a range of interactive motivational activities. There’s an Apodo in every second school in Scotland and Tree of Knowledge wanted the Dragons’ support with a planned October launch of their Apodo for the business market.

The corporate Apodo features a mix of items, ranging from skipping ropes to a movie camera, for use in activities designed to motivate business bosses and their staff.

Mr Oattes, who appeared on the show with fellow director Alan Burton, from

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Dunfermline, said: “Getting the Dragons’ support for our corporate Apodo would have been fantastic. I am sure they would have opened a lot of doors for us.

“But ultimately they recognised that we don’t need their help for the price they’d be looking for. They could have tried to rip us off but didn’t and that’s restored our faith in business.”

Tree of Knowledge went to Dragons’ Den hoping to attract the support of entrepreneur Peter Jones, who has experience in the education sector south of the border.

After what’s been described as a “confident pitch”, the Tree of Knowledge duo persuaded four of the five Dragons – James Caan clearly wasn’t interested – to have a go at one of their motivational games, ‘Naughty Ropes’, which involved untangling skipping ropes.

They laughed and joked their way through the exercise but Deborah Meaden then Theo Paphitis declared themselves out of the running as potential backers, followed by the negotiations with the remaining two Dragons which ultimately proved fruitless.

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Bethebest Staying fit, staying sharp Imagine if a sports team, considering the best way to meet its objectives for the year, took the decision to abandon all training because that would save them time and money. Most people would recognise that the team’s performance would worsen without regular training and coaching sessions – and the same goes for business.

Bryan Leslie, Chamber Business Solutions Manager explains: “Training and development is often neglected in a tough economic climate, despite the need to keep ahead of the competition and maintain employee engagement. Cost is obviously a consideration for organisations and individuals when considering training; using an Individual Learning Account (ILA) can really help meet those costs.

“Up to £500 is available each year to individuals over the age of 16, who live in Scotland and have an annual income of less than £22,000.

The money isn’t a loan, so it doesn’t have to be paid back.

“As an ILA provider, Chamber Business Solutions is here to help organisations and their employees access affordable training. We offer a wide range of open courses which can be paid for with ILA funding.

We can also offer advice and sign-post staff to the right course for them.”

Information on our wide range of training courses can be found on the Chamber Business Solutions website: www.chamberbusinesssolutions.co.uk Alternatively, contact Gillian Steele, Training Manager, to discuss your training needs on 0131 221 2983, or by email: gillian.steele@edinburghchamber.co.uk

Bryan Leslie, Chamber Business Solutions Manager

For details about using an ILA, please contact Jamie Lovie, Chamber Business Solutions Executive, on 0131 221 3191, by emailing jamie@chamberbusinesssolutions.co.uk or visit the ILA website: www.ilascotland.org.uk

Money for East of Scotland businesses A new East of Scotland Investment Fund has been launched to lend £5 million to new and growing, small and medium sized businesses (SMEs) over the next five years.

an outstanding reputation for assisting businesses over the past 14 years when other conventional sources of funding have not been able to fully fund projects.

The fund will support the creation of 1,000 new jobs throughout the east of Scotland.

The East of Scotland Investment Fund (ESIF) is a consortium of nine local authorities located in the east of Scotland and provides loan finance to SMEs.

ESIF secured funding of 1.78m from the European Regional Development Fund and a private sector contribution of 1.5m from the Royal Bank of Scotland. A further £1.72m has been provided by the nine member authorities.

ESIF is modelled on the successful West of Scotland Loan Fund which has earned

George Sneddon, Chair of the East of Scotland Investment Fund Limited, said: “It

is well known and documented that access to finance remains a major hurdle to many SMEs who need to develop and grow. This new resource will contribute significantly to the east of Scotland business community.”

The Fund provides loan finance up to 50,000 to new and growing SMEs across the east of Scotland for loan periods of up to five years.

For further information, please contact Andrew Dickson, Fund Manager, Telephone: 01563 554603, Mobile: 07795 506408.

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sPeCiAl FeAture

User Experience Matters Understanding the way in which your Customers or users interact with your website is a vital factor in the success of your business.

ensure a user experience that doesn’t frustrate your Customers by making them wait for pages to load.

Border Crossing Media specialises in optimising websites and online products to enhance an end-user’s experience. Monitoring what people do on your website allows you to identify and make the improvements that matter to your Customers.

2. Content is key Great content is key to any successful online presence. No matter who you are, your Customers are coming to your website for your content. Ensuring that your content is both engaging and regularly updated will encourage repeat visitors and will organically improve your Search Engine Rankings.

Here are three practical things that you can do, for free, today: 1. speed up How long does it take your website to load?

Speed is critical to both your Customers and also the perception of your brand.

It is a common misconception that long page loading times are solely due to large images.

The reality is that most ‘bottle-necks’ that currently slow a website down are due to uncompressed scripts, widgets and complex data processing.

The first step to speeding up your website is to find out what is slowing it down! There are some great free tools that you can use to investigate what you need to address.

We recommend either Google Page Speed or Yahoo’s YSlow to identify any problem areas with your website. Once you know what is slowing the website down you can fix it to

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Do you know which content on your website works for your Customers? Are you investing in the right content to drive your business?

You can find out what your visitors are responding to on your website by using free analytic programs such as Google Analytics, Kissmetrics and ClickTale. They will identify where people are spending their time and subsequently where you should spend your money to increase engagement.

3. make it easy The way that your website is architected directly influences the way in which people use your website. Focussing your layout on allowing your Customers to fulfil their needs quickly and efficiently is key to a users’ quality of experience.

The only way to ensure your website works

the way your customers want it to is to test it.

The first step is to research your users’ main objectives. Once their primary needs are identified you can arrange the layout of your website to allow them to do what they want and influence them to take the actions you want.

Decide on the changes to the flow of the website that matter then test them. We use Google Website Optimiser for all A/B testing.

This tool allows us to show alternatives to design, content or flow to before fully implementing the changes.The program then monitors and tracks the differing responses to variations and gives you real data as to which alterations have the biggest impact on conversion rates. This way you can make informed decisions that guarantee a return on investment.

There is no doubt that monitoring and tracking how your website performs will enhance your ability to communicate and interact with your Customers online.

We are offering all members of the Edinburgh Chamber of Commerce a free consultation if you quote “Chamber of the Year” when contacting us. So for more information about user-experience design and how your company can benefit from it call Esther on 0131 556 6818 today.

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Goinginternational A Priori Design’s Skyride aerial assault course and climbing wall in the Mirdif City Centre Mall in Dubai

Sky’s the limit for A Priori Edinburgh-based architectural design practice A Priori Design recently took their business international after landing a contract to design, develop and install their innovative Skyride aerial assault course and climbing wall in the Mirdif City Centre Mall in Dubai.

Specialising in design, architecture and project management, A Priori Design already had a strong track record of creating unique designs, concepts and solutions for a wide range of clients. However, the challenge of expanding its services into Middle Eastern markets made Director Eve McCurrich seek out specialist international

trade support from Scottish Chambers International (SCI).

Eve said: “SCI has been very helpful in opening up our understanding of opportunities for our business in the Middle East. Their assistance in simplifying the complexity of exporting all the components of our Skyride and Climbing Wall to Dubai was invaluable. It is refreshing to be assisted by such a willing, able and helpful team. On the strength of the market sector potential we have created a new company, Atrium Adventures, to specialise in our adventure games brands and concepts. I look forward to our

continued working relationship with SCI as we look to seek new business opportunities within the international marketplace. ” SCI Managing Director, Alasdair Kerr, said: “Scotland has a wealth of talented professional service sector businesses such as Atrium Adventures, which have scope to capitalise on global trading opportunities.

What we can offer is specialist international trade support that can help businesses avoid potential pitfalls and maximise their success in global markets.” www.scottishchambersinternational.co.uk

Will QE2 set sail?

Sterling has been relatively stable over the summer months despite the prospect of a return to recession as tough austerity measures take their toll on an already fragile recovery. A return to quantitative easing has been banded around but, thus far, the Bank of England’s Monetary Policy Committee has chosen to stick with the current level of stimulus. The fragile outlook of the UK economy is far from unique however with both the US and Eurozone also in wait and see mode with regard to policy.

simple forward contract at the time an order is placed or received eliminates exposure between then and payment of the invoice. This leaves the Finance Director free to concentrate on core business rather than worrying over potentially adverse fluctuations in foreign currency.

If you would like to speak to one of our foreign currency specialists call 0131 476 7371 or visit www.no1currency.com

So what does all this mean for the fortunes of sterling in the coming months? The short answer is no one knows for sure which is why if you have exposure to foreign currency fluctuations, which could seriously affect your bottom line, it is advisable to speak with a specialist to ensure any adverse movements in currency markets do not have a serious impact on your business.

Limiting foreign exchange exposure is easier than many realise. A

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Photos by Graham Carnie, Tuskite Photography

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Edinburgh chamber hosts AGM at EICC On 1 September, we held our sold out AGM at the EICC, with special guest speakers Ronan Dunne, Chief Executive of O2, and Scottish Labour Leader, Iain Gray MSP. Edinburgh Chamber’s President, Robert Carr, and Chief Executive, Ron Hewitt, also spoke of the Chamber’s recent achievements, thanking members for their ongoing support, and how we can build on our success to date.

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Ronan explained how putting the customer first has turned the company around from BT’s ‘unwanted orphan’ in 2002 to the best performing mobile network provider – in market share, customer loyalty and turnover – in the UK.

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Iain Gray gave members an overview of Scottish Labour’s stance on a range of issues, including business rates, employment and the importance of investment in cities

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L to R: Ian Ballantyne, Suzie Hamilton and George Corbett of the Scottish Veterans Housing Association Ltd.

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Matt Sims (left) and Les Torrence of Sykes Global Services Ltd smile for the camera

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AGM guests enjoyed a full Scottish breakfast before the speakers took to the stage

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Photos by Graham Carnie, Tuskite Photography

Doing business with India On 23rd August, Edinburgh Chamber and Scottish Chambers International welcomed the Confederation of Indian Industry (CII) to Edinburgh for a joint ‘Doing Business with India’ event, as part of the CII’s roadshow series. The event was kindly hosted by our valued Partner in Enterprise, Anderson Strathern.

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Left to right: Alasdair Kerr and Murdo Beaton, Scottish Chambers International, Robert Carr, Edinburgh Chamber President and Chairman, Anderson Strathern, Ravi Dubey, NRID Consultancy Services, Anil Anand, Consul General of India to Scotland, Shyam Kumar, Kotak Mahindra, Sudip Roy, TCS, Rajnish Kumar, State Bank of India and Faith Liddell of Festivals Edinburgh

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After the AGM on 1 September, we took the opportunity to thank the most recent additions to our growing family of Partners in Enterprise – they are Barbon Insurance Group, Edinburgh Napier University, Johnston Carmichael, TSG Scotland and Skanska. : 07

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L to R: Tom O’Hara, TSG Scotland, Adam Hardie, Johnston Carmichael, Edinburgh Chamber President Robert Carr, Martin Houston, Barbon Insurance Group, Ian Anderson, Edinburgh Napier University and Alex MacLeod, Skanska.

Photo by Graham Carnie, Tuskite Photography

Thanking our new Partners in Enterprise

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60seconds Q In five words or less, what do you do?

A Fire safety services, including consultancy.

Q How long have you been a Chamber member?

A Since February 2010.

Q Why did you join?

A I wanted to be part of a professional organisation with a healthy ethos of business growth and development, providing good networking opportunities.

Q What services do you use?

A I have attended a few networking events as well as being part of the mentoring programme.

Q What’s the best business/benefit you have won through the Chamber?

A The mentoring programme is awesome – I can not speak highly enough of it.

Name: Gary Bennett Company Name: Fire Prevention Works Ltd Website: www.firepreventionuk.com

Q Are there any additional services or information you’d be particularly interested in?

A I really have only scratched the surface of what ECC can offer, once I’ve maximised the benefit of what I am doing presently, I will explore other areas.

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If you were telling another business person about the Chamber, what’s the first thing you would say?

Give it a try, particularly those in smaller businesses. It is easy to feel alone in the marketplace but being part of the Chamber network opens up a family of other businesses, all very open and welcoming.

Q Where do you read your copy of Business Comment?

A Online wherever I get a signal!

Realising Scotland’s innovation potential A new centre that is designed to help Scottish entrepreneurs, SMEs and start ups get their products to market has been announced by Edinburgh Napier University.

The first of its kind in Scotland, the Product Realisation Centres (PRC) will facilitate the production and testing of demonstrator and prototype products while providing innovators with support on product development and routes to market.

John Wigham, project director of the PRC at Edinburgh Napier University, which

is working in partnership with EDTC Technology Gateway on the project, said: “According to the Organisation for Economic Co-operation and Development (OECD) Scotland has an exceptionally high level of intellectual property rights registration, ranking fourth in the world per capita for inventing ideas for new products.

However, in terms of commercialisation of those ideas, Scotland is ranked 25th place per capita. Put simply, we can invent the chip-and-pin system, or the beta-blocker, but more often than not, we can’t turn it into a product that people will buy.

“The centre will mentor entrepreneurs on the fundamentals of innovation, and assist in the transition from design into the manufacturing process to ensure the knowledge gap which currently exists is eradicated, and that innovators are no longer held back from competing on an international scale.”

Photo by Graham Carnie, Tuskite Photography

City Council online with new website The City of Edinburgh Council is to make major savings following the launch of its new website.

To be found at www.edinburgh.gov.uk, the site will provide easier ways for users to make payments, request information and ask for help.

While there is a one-off cost of £210,000 for creating the new website, there will be

significantly lower annual costs for software licensing, support and hosting.

As well as a new website and intranet for the Council, the new system also provides a ‘platform’ for 200 other websites that the Council supports.

Initial savings will be £190,000 per year with the potential for a further £100,000 annually as these other websites are moved.

Andrew Unsworth, the Council’s head of e-Government, said: “This will be a major step forward for the Council and those that use our website. While the fact that the system pays for itself through the savings is important, we also see the website as crucial in improving our customer services and we intend to achieve additional savings by encouraging contact from our customers via the web instead of mail, telephone or face to face.”

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Theinterview sPeCiAl FeAture

Looking to the future at Edinburgh Castle For ten years, Barbara Smith has enjoyed one of the most exciting and rewarding jobs in the Scottish tourism industry - making sure that Edinburgh Castle remains among the country’s most-loved tourist attractions.

Since becoming Executive Manager in 2000, she has overseen a ten-year plan, which has included a series of projects designed to further develop the experience for visitors.

Challenges are never far away from the tourism industry however.This year has been a perfect example with the ash cloud drifting from the Icelandic volcano earlier this year hitting Edinburgh airport harder than most - but not even that could keep numbers down.

Barbara said:“It has been a fantastic year at the Castle and our figures show that visitor numbers are 2.5 per cent up on last year and that we are up 6.1 per cent in August, which is brilliant.

“We are so pleased with the numbers, particularly since the ash cloud hit Edinburgh Airport very hard. A lot of our visitors come from Europe and the United States and the city has an appeal with the low-cost airlines flying into Edinburgh. Sixty five per cent of our visitors are foreign visitors.”

Another problem for the UK has actually had benefits for the Castle with more and more families opting to stay home during the recession to save money.

Barbara said:“There is evidence suggesting that the staycation has had an impact on our visitor numbers.That has been helped by our membership scheme.We have 105,000 members and the scheme allows them to have a good value day out at the Castle.”

Barbara is well placed to understand the attractions of Edinburgh, although her first love was sport rather than history. Educated at St David’s High School, in Dalkeith, Midlothian, she was an athlete with Edinburgh Southern Harriers and competed for Scotland as a junior in the 100m and 200m. She went onto gain a BSc (Hons) in Sports Science at Liverpool Polytechnic in 1984.

Despite spells as an insurance clerk and helping run a craft business, it was sport that saw her first make her name in Edinburgh. Barbara worked

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as a council recreation officer developing sports outreach activities, including keep fit classes for the over 50s and coaching in aerobics and circuit training. In 1992 she became Manager of Edinburgh’s 20,000 capacity Meadowbank Stadium, where she had been Assistant Manager since 1989.

Having helped further develop the stadium as an important international venue, Barbara went on to become Executive Manager for Historic Scotland at Edinburgh Castle, who run the site, the role fitting in with her belief that Edinburgh has enormous potential as one of Europe’s best visitor destinations.

She believes that there is no room for complacency, high visitor numbers or not.To constantly improve the Castle’s appeal, a £2.9 million Visitor Reception Project was completed.

This involved the building of a Reception Centre to speed up service and cut queues, the development of an internet microsite and the forming of a new Front-of-House team to provide a warmer welcome.

Such initiatives have to be handled carefully in a place with such a history as Edinburgh Castle.

Barbara said:“One of the big attractions of the Castle is that it is authentic. It is iconic and when people look up at the skyline they expect to see that it looks the same as ever. However, once they go through the drawbridge, we need to make sure that changes all the time and that it is vibrant so that people have reason to visit again.”

An example is the successful introduction of an exhibition charting the lives of soldiers held as Prisoners of War in the Castle. Another has been the work to persuade local people to visit.

Aware of the well-known syndrome in tourism by which local people tend not to visit their major local attractions, the Castle’s team has worked hard to overcome that.

Barbara said:“It is important that we offer things to attract local people.We have events like Christmas Carols, extravanganzas and free entry on St Andrew’s Day and we also run an education programme. Each year we have 30,000 schoolchildren coming through our gates to learn about the history of the Castle, the city and the wider story of Scotland.”

During her time at the Castle, Barbara has played an ever-more important role in the development of Edinburgh as a tourist destination and was Chair of Edinburgh Tourism Action Group between December 2007 and December last year.

She took over at a pivotal moment in the organisation’s history as it coincided with the introduction of its ambitious 2007-2011 action plan for boosting tourism in Scotland’s capital city, a campaign that saw her work to bring about closer co-operation between the public and private sectors.

Barbara can see strong economic reasons for a vibrant Castle. Attracting 1.2 million visitors a year, it records revenues of more than £15 million per annum.

She said:“We have just completed our ten-year plan, which has been the main focus since I arrived. Now, we are sitting down and talking with our stakeholders about the next ten-year plan.We have to make sure that Edinburgh Castle continues to be the country’s top paid for visitor attraction.

“There is also a bigger picture.With competition intensifying all the time, future success cannot be left to chance. Constant innovation and renewal are essential to ensure that Edinburgh is a leader in all that it offers, as is a keen focus on worldclass standards of service.

“Edinburgh Castle is, for many people, the first tourist attraction they visit in Scotland.We need to give them a good experience and one that encourages them to visit other tourist attractions, both in the city and further afield in Scotland. It’s very exciting.”

Now living in North Berwick with her husband, the mother-of-three has never lost her passion for sport. Barbara is a keen rugby fan who continues to keep fit by running and is currently training to climb Kilimanjaro in January next year along with 20 other hospitality colleagues.The challenge is to support HIT Scotland, a Scottish-based charity which raises funds to support and encourage excellence in the hospitality industry. If you would like to sponsor Barbara, please go to www.hitscotlandappeal.org.

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“Edinburgh Castle is, for many people, the first tourist attraction they visit in Scotland.

We need to give them a good experience and one that encourages them to visit other tourist attractions, both in the city and further afield in Scotland.

It’s very exciting.”

Barbara Smith Executive Manager Edinburgh Castle

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Coverfeature Facing the squeeze Scotland’s public sector is coming to terms with the biggest reduction in public spending in generations. And with the public sector representing 51% of our economy, private sector firms who trade with local and national government are bracing themselves for turbulence.

A total of £3.7 billion real terms savings will have to be found over the next five years in order to balance the books, according to the Centre for Public Policy for the Regions (CPPR). And the First Minister’s decision not to apply the cuts in the current financial year merely defers the pain until next April.

So far, the political dialogue has been about which services or sectors should be spared the cuts, rather than how the reductions should be applied. Certainly, Ministers face difficult decisions – and the timing of next May’s Scottish Elections means that an incoming administration is almost certainly going to be applying some strong medicine before the month is out.

The big question is whether the Scottish Government holds good to the promise to ring-fence the health budget, because if it does the impact is a budget reduction in all other areas of 32%. It is difficult to envisage how this kind of reduction could be applied without significant job reductions, says the CPPR. If, on the other hand, there was no ringfencing, cash releasing efficiency savings of 3% a year and a wage freeze for the next four years, then over half of the necessary cut would be found, with any job losses confined to the efficiency savings calculation.

Finally, says the CPPR, there is a more radical or ‘structural’ option – but one that would require a brave politician to implement. This model would involve a pay freeze for a year and below inflation increases for the next three. There would be significant job losses and a fundamental review of the public sector labour force and their contracts,

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a privatisation of Scottish Water AND a reduction or streamlining of the number of public bodies that deliver services.

One of the striking aspects of the Beveridge Report into public finances is its call for strong leadership in carrying out reforms as well as “frankness and cross party agreement about the scale of the problem, potential solutions and the necessity to act now”.

The CPPR is calling for political parties to publish their recommendations on how to stay within spending projections in order to help those affected deal with the structural and cultural adjustment that is almost certainly going to be necessary.

One of the report’s authors Jo Armstrong, said: “It seems inevitable that many of these recommendations would be common to all parties and so considerable progress could be made in how to accommodate the cuts and allow for service providers to plan in

Dr Jo Armstrong of the Centre for Public Policy for the Regions

advance. The remainder of the cuts that cannot be agreed, perhaps as little as 10%, could then be haggled over in the traditional manner but at least the bulk of proposed cuts will have been identified with the cross party agreement that is necessary to secure effective implementation.

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“Such a plan of action seems reasonable given the extreme situation we face and the short time we have to address the problem.”

Donald MacRae, Chief Economist at Bank of Scotland

The Comprehensive Spending Review this autumn will contain more details of the UK government’s plans. But what is clear from the arithmetic is that public sector reform must include pay and pensions if it is to tackle the deficit effectively. For every 1% above inflation public sector pay is settled, Scottish Ministers need to find an additional £100 million from spending plans.

Edinburgh Chamber of Commerce Chief Executive Ron Hewitt said: “We cannot afford to delay any longer reform of public sector pay and pensions. Postponing decisions over cuts and dithering over pensions reform simply delays the inevitable and provides very little evidence that we are actually tackling the problem seriously.”

Edinburgh Chamber Chief Executive, Ron Hewitt

effect on jobs and contracts of future cuts in Government spending.”

Amidst the concern, though, there is opportunity. At the Edinburgh Chamber of Commerce AGM in early September, President Robert Carr reminded members that six of the top 10 world-leading brands by market capitalisation were created during a recession.

“Seeing the opportunities and maximising them distinguishes those who develop and profit from those who merely survive,” he said.

Edinburgh Chamber of Commerce, he added, is committed to providing its members with opportunities, saving them money and representing their interests, in any economic cycle.

Meanwhile, the Bank of Scotland’s index of leading indicators published at the end of August shows the threat of a doubledip recession emerging from the data, with recovery in the early part of this year slowing in the autumn before returning again in the new year.

Donald MacRae, Chief Economist at Bank of Scotland, said: “This latest update of the index of leading indicators shows the tentative recovery slowing in the autumn as both consumer and business confidence continue to be dented by widespread concerns over the

Edinburgh Chamber President, Robert Carr

the scottish government has backed a programme to help people back into work if they lose their jobs. more information can be obtained on the website www.skillsdevelopmentscotland.co.uk/redundancy

And a word with the man with the task of balancing the books…

John Swinney, Cabinet Secretary for Finance and Sustainable Growth, said: “The Scottish budget for next year will be published in November and the Scottish Government is determined it will reflect the outcome of the feedback we receive from around Scotland.

“The Scottish Government has been absolutely clear that we believe the UK Government is cutting too deeply and too quickly. That runs the risk of choking off the recovery currently under way in Scotland and is why we deferred Scotland’s share of the additional cuts announced by the new UK Government as part of the recent emergency budget until next year.”

He advises companies to keep working with the public sector, adding: “Public procurement is a market place of over £9 billion per annum across Scotland. It offers a diverse range of opportunities for companies of all sizes to become involved in supporting and delivering frontline services to the people of Scotland.

“We have been working with representatives of the business community, including Scottish Chambers of Commerce, to resolve the key issues their membership has experienced.”

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Cautious optimism in a changing financial sector

By John Dean deangriss@btinternet.com

Few sectors have gone through as traumatic a time as finance over recent times but the signs are there that confidence is returning and that can only mean good news for Scottish businesses seeking to expand.

Many financial organisations are reacting positively, albeit cautiously, to the newfound confidence and are beginning to sound more optimistic about the future, among them the British Bankers’ Association (BBA).

BBA statistics director, David Dooks, speaking during late summer, said: “On a daily average basis, banks are making available around £27mn of new term lending to small businesses each working day. Over the past twelve months, nearly £7bn of new, long-term lending has been provided.

“The £46bn outstanding level of term loans and £8.5bn level of overdraft borrowing are remaining fairly stable: subdued volumes of new lending are offset by loan repayments from businesses seeking to reduce financing costs and reliance on borrowing by operating out of cashflow. In fact, over the last four months, small business deposits have grown by £2.5bn.”

Chief Executive Angela Knight reflected that sense of a gradual recovery when she said that the financial sector remained determined to help business wherever possible.

She said: “Banks are well aware of their responsibility to society and our commitment to support the economy by lending to individuals and firms. The return of profitability to the banking sector is a positive sign and indicates that the sector is helping the UK economy move out of recession.

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“Banks have made repeated commitments to support business. There are funds available to lend to firms with a viable business plan.

The industry has set up a taskforce with government to look at how best banks can work to help rebuild the economy.“ Also more confident is the membership body Scottish Financial Enterprise, based in Edinburgh, whose chief executive Owen Kelly said: “Some sectors in Scotland are doing really well.”

He pointed out that the likes of asset services and management and Life and Pensions were performing well and that Royal Bank of Scotland figures suggested that it was lending as much now as it was pre-criss.

Mr Kelly said: “Lenders are prepared to lend to businesses with a good case. What has changed is the conditions. We had all become accustomed to a world where credit was readily available with perhaps few questions being asked.

I think it would be foolish to think we can go back to what was for five or ten years, an unrealistic situation and, in hindsight, one that was unsustainable.

However, I am confident about Scotland’s assets, including its skilled workforce and capacity to adapt to change. That makes me optimistic about the post-crisis period in Scotland.”

That those changes continue is underlined by continuing announcements to come out of the financial sector.

Having recently reported a 2010 second quarter operating profit of £869 million, up from £713 million in the first quarter of 2010, the Royal Bank of Scotland also warned about lower revenues in its global banking activities, reflecting worldwide uncertainty within the markets.

RBS also announced the latest stage in its restructuring when it agreed to sell 318 branches and their associated assets and liabilities to Santander UK plc for £350 million. The sale comprised 311 Royal Bank of Scotland-branded branches in England and Wales and seven NatWestbranded branches in Scotland.

Announcing the sale, RBS Chief Executive Stephen Hester said: “This is an important milestone in our restructuring work and complements the significant momentum behind our recovery plan overall. The Bank is becoming stronger, which allows an increased focus on serving ongoing customers and improving commercial success; all a pre-requisite for the profitable realisation of taxpayers’ stake in RBS. “I am pleased that by reaching the sale agreement early we can provide customers and staff with greater clarity on their future. Santander will be a good owner of these assets. The divestment will make them a stronger competitor in UK

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Finance sPeCiAl FeAture

“Banks are well aware of their responsibility to society and our commitment to support the economy by lending to individuals and firms. The return of profitability to the banking sector is a positive sign and indicates that the sector is helping the UK economy move out of recession.� banking, especially in the SME and midcorporate sectors. The separation and transfer process will take 12-18 months to complete and throughout this period we are committed to maintaining good standards of customer service and making the transfer to new ownership as seamless as possible.�

The move does not mean that the RBS sees its influence on the high street waning. RBS will continue to have a

major presence in UK banking, with the second largest retail branch network in the UK, through its NatWest branches in England and Wales and Royal Bank of Scotland branches in Scotland.

there has been a greater emphasis in the financial sector on ensuring that businesses can gain access to the funds they need to survive and thrive in a newlook world.

Nevertheless, such moves are evidence of the ongoing fall-out from the recent financial meltdown on areas like Edinburgh and the wider Scotland.

However, with the banking sector talking more and more of economic recovery,

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RBS provide new support as one in three businesses prepare for growth RBS launch online business review to help entrepreneurs take advantage of opportunities ahead.

Research by RBS reveals encouraging signs as Britain looks to recover from the recession. Despite difficult trading conditions, 33% of SMEs surveyed see growth as an immediate priority for their company. In response, RBS have launched a new onestop shop for support and advice online to help businesses trade their way out of the recession - offering interactive business reviews, economic reports and practical guides.

Graham Galloway, Managing Director, Business & Commercial Banking Scotland said: “We’ve listened to our business customers and are pleased to offer this new support to help them make the most of future opportunities. We also understand many businesses remain cautious, over half of those surveyed are looking for more economic stability before investing. Our

online review helps these businesses avoid the pitfalls of a recession and plan for the challenges ahead.”

The free interactive business review, a UK banking industry first, can be found on the RBS online SME Business Knowledge Hub. Businesses can use the review to answer questions on topics such as cash flow and risk to download an instant report. The report provides guidance on how to plan ahead, with the option of further advice from an experienced relationship manager.

The new SME Business Knowledge Hub can be accessed via: http://support.rbs.co.uk David Frost, director general of the British Chambers of Commerce (BCC), said: “I have been really impressed with the new support RBS are offering SMEs. It is one of

the most comprehensive and practical tools I have seen for a long time. At the BCC we recognise the need for small businesses to better equip themselves for a changing economic environment, and anything that supports them in considering their options is a good thing.”

Research conducted in February 2010 by Continental Research amongst a nationally representative sample of 501 GB businesses The RBS Business Knowledge Hub also contain the free online guide ‘Helping Your Business in 2010’ The online business review is an additional tool for businesses to use at their convenience. Our Relationship Mangers are still on hand for customers in need of further advice and support.

“We’ve listened to our business customers and are pleased to offer this new support to help them make the most of future opportunities. We also understand many businesses remain cautious, over half of those surveyed are looking for more economic stability before investing. Our online review helps these businesses avoid the pitfalls of a recession and plan for the challenges ahead.”

Graham Galloway Managing Director, Business & Commercial Banking Scotland

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sPeCiAl FeAture

By Alistair Dickson Begbies Traynor

Managers urged ‘keep your eyes on the ball’ to avoid business failures Directors should never forget that successfully running a business means leading and motivating a team of people to improve performance and ensure retention of key staff. This is the unequivocal message from Alistair Dickson, head of BTG Restructuring in Scotland, a division of Begbies Traynor Group, in an analysis of why businesses fail.

Whenever a business fails, there are always many and varied reasons put forward for why this happened but, interestingly, poor management is very rarely one of them. It might be unreasonable to assume that every board needs experience in accounting, HR, IT, customer services, etc., but the simple truth is that these skills are needed.

we often see companies which are extremely reliant on receiving business from one or two major suppliers.

The departure of a major client should never be a surprise and keeping a close eye on their financial status while building long-term relationships is good practice. Diversification is also advisable, although this often requires monetary investment, which at the moment is hard to come by. In the face of significant revenue loss then a business should revise its forecasts immediately, taking the income dip into account.

It is clear that successful directors recognise from the outset where their skills and weaknesses lie and manage their businesses accordingly, delegating or using outside services where appropriate. There is also no substitute for hard work and management constantly have to keep their ‘eyes on the ball’, in particular when managing cash flow and the funding requirements of the business.

Opportunities to expand and develop new products that will improve the company’s competitive advantage can be easily be lost due to a lack of finance. Many small businesses can also fail because good accounting and financial practices haven’t been integrated and adhered to – ultimately leading to cash flow problems and high levels of debt. A good credit controller or bookkeeper is worth his or her weight in gold, especially if the senior management has little or no accounting experience.

Many companies – particularly SMEs – are often vulnerable to the loss of a major contract.

It is not uncommon that a small number of customers represent the majority of income for SMEs – sometimes even dominating the order book. Putting ‘all your eggs in one basket’ is never a good idea but business is business and

Market forces, eg a recession, industrial strike action or simply a dwindling market, are all factors outside the control of SMEs but keeping a close eye on core market developments is absolutely essential. Never under-estimate the impact of serious fraud this can lead to substantial financial losses and,

ultimately, to the failure of an entire business.

SME’s often do not have the size of accounting function which allows for an ideal segregation of duties.Therefore, they can be more prone to fraud when management attention is drawn away from the accounting function, albeit for very understandable reasons.

Finally, ongoing and efficient tax management is crucial to ensure everything is running in the most tax effective form.

Both personal and business tax positions should be reviewed on an annual basis and provisions should be made for the coming years ahead. Turning a blind eye to the taxman will only lead to problems and unwanted attention from HMRC which is now aggressively pursuing any outstanding monies owed.

Btg restructuring Begbies traynor group Atholl exchange, 6 Canning street edinburgh eh3 8eg 0131 222 9060 www.begbies-traynor.com

Offices also in glasgow, dundee and Aberdeen

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sPeCiAl FeAture

21st century technology in reach of the logistics and transport companies After four and half years of development and studies, and an investment just over a million euro’s, the company ARGOS will offer their services from 1st October in Spain, France, Italy, Germany and of course the United Kingdom.

ARGOS Cargo System is a market place of Logistics and Transport companies that permits them to contact carriers of proven quality, through a web page. For the first time in the history of Logistics and Transport, it will be possible to contract a carrier with quality data via a market place website.

The system permits the tracking of carrier’s vehicles; arrange them in order of their average grade of quality service and being able to negotiate without the need of telephones - complete usage of online technology.

One the biggest advantages of this market place, is that the users can use their native language to contact, negotiate and close transport operations with the interlocutor from the other countries thanks to the simultaneous translator on the system that holds whichever language needed.

The transport companies can eliminate their administrative task as the ARGOS Cargo System team will sort it out automatically.

This eases the workload on both parts and also the charging orders.

As soon as the negotiation has taken place, it is possible to follow the incidents’ online.

This then helps if there is a need to make an urgent decision, therefore improving the logistics of the companies.

The system carries out a filtering system of the companies that allows access for the service quality (in the case of carriers), and also for the economic solvency. This eliminates all of the companies that do not meet these minimum requirements.

ARGOS Cargo System is an essential tool for all types of companies that aim to have

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a quality logistic at a fair price easing this in todays and the future market. It is estimated that cutting out the mediators without added value, it will permit the companies to reduce their costs by 10% - 40%. Furthermore, it will have a positive influence on the environment as the aim is to avoid empty vehicle loads and incorporate the CIT technology that permits a continuation of tracking the time and resources. At the same time, is eases the entrance into new markets with a better logistics at a fair price as the product could be very competitive.

thanks to the huge advantages that are available from this new system of hiring and continuance. We have contact with certain companies already about the existence of this new, advantageous system.

For the carriers, this is a unique opportunity to increase their profitability by eliminating the mediators without any added value. Also, would help obtain full return loads directly to the clients, assuring the recovery of their services, to offer CIT technology to their clients and market their services via the system furthermore, linking up to the clients therefore being able to obtain new clients and internationalise their business.

ARGOS stands out as any member of a transport company that publicises their services, will operating via the system will be assessed on their service quality. Having the evaluative system for the Transport companies in each country, the user will be able to compare the information through the website from 1st October 2010.

ARGOS has had meetings with the various Chambers of Commerce and Transport Associations throughout the United Kingdom that have offered their support

We await the entrance of a vast amount of companies worried about the environment, that are interested in paying a fair price for their logistics and furthermore, incorporating the CIT technology. On the behalf of the Transport Associations, they have indicated that all of the companies operate with quality service.

You can access the system and all the advantages through the website: www.argostrt.com. the companies that register on 1st October will be able to use the system free until 31st October, offering either a vehicle or a cargo load.

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Commission for Transportation of the EU Before ARGOS TRT started broadcasting and marketing the service, they hired Ramon Tremosa, an European Parliament Delegate and member of the Commission for Transportation, a University Professor at the Barcelona University and author of several books about Logistics. ARGOS has consulted him about the effects of the utilisation of the service in the Economies of the countries where the service is being offered.

According to Mr Tremosa, this type of service will ease the Internationalisation of the businesses thanks to the reduced costs in Logistics and the guarantee of hiring the services of the Transport companies with quality.

For Mr Tremosa, the ARGOS effects in each country will be very positive; cutting out the middle man enables companies to benefit that

much more from the respective operating accounts. They will be able to amplify their market and improve their logistic quality leaving clear that the utilisation of this system will help the economic recuperation in said countries.

From the institutional communities, they defend the issues addressed by ARGOS in regards to improving the quality service in the logistics and transport, the correct drafting of contractual agreements on behalf of the transport companies, internationalisation, incorporating CIT technology and improving the environment. It would not be surprising if the European Commission became interested in this service, said Ramon Tremosa.

ARGOS cargo system www.argostrt.com

Telephone:

“For the first time in the history of Logistics and Transport, it will be possible to contract a carrier with quality data via a market place website�

+44 203 318 2586 - email: uk@argostrt.eu

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The Perfect Christmas Present The Gift Voucher Limited Offer

Save £36

Stobo Castle Health Spa, Stobo, Peeblesshire, EH45 8NY Tel: 01721 725300 reservations@stobocastle.co.uk www.stobocastle.co.uk

on any Blissful Spa Day or Heavenly Spa Day gift voucher ordered between 1st October and 22nd December 2010.

Put the fun back into your Christmas Party Winton House guests enjoy a warm welcome and love the relaxed ambience. �

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Enjoy traditional decorations, mulled wine, open log fires….

Participate in clay shooting, husky sledding or treasure hunt Choose from themed buffets to 5 course menus with fresh local produce Add in Champagne & wine or whisky tasting Finish with a ceilidh, casino or disco

The House is all yours for the duration of your Christmas party.

Prices from only £55 pp including FREE transport from Edinburgh (only 12 miles).

Winton House, Pencaitland, East Lothian, EH34 5AT T 01875 340 222 www.wintonhouse.co.uk

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Getting into the Christmas mood

As the nights draw in, thoughts start turning to winter - and that means the delights of the Christmas party!

A good Christmas party can do wonders for staff morale and in Edinburgh the chance of finding the best venue for your needs is very high indeed.

The city and surrounding area is blessed with excellent restaurants, hotels and other venues that can stage the best parties possible and whose staff are highly skilled in making sure than an event fits the people who will attend.

So how do you know how to select the best venue? Well, it’s all down to first impressions - do you like the décor, does it look like it can generate a good atmosphere, are the staff friendly?

If so, you are away (and will, hopefully, have already booked the place well in advance).

When organising company Christmas parties, there are a few things to bear in mind because the pitfalls are many and a poor Christmas do can present all sort of problems. Just as people remember a great party, they also remember a bad one.

Wise company managers and party organisers realise that the company Christmas party is all about generating goodwill so they try to work out what would best suit their particular workforce.

Themed parties can work really well but it might not be the greatest idea in the world to have a Seventies Christmas Night if most of your staff weren‘t even born then! So consider what will generate the most goodwill and what kind event will appeal to most people.

It is crucial to continue that mindset when selecting venues that make everyone feel welcome. Older staff members might not appreciate a busy pub, while younger ones might not want a restaurant whose clientele are normally on the older side. Put a bit of thought into making the right choice and if in doubt, seek advice from people working at the venue you have in mind to see how they can accommodate your concerns.

Choosing the right menu is important. People like choice so even though most guests will go for traditional Christmas meal, it’s a good idea to make sure there is an alternative - and definitely a vegetarian option.

Also, people like to be appreciated. Maybe your company has battled through tough economic times? Maybe your staff have gone over and beyond what was expected of them to help the business survive? A good boss knows to acknowledge that at the company Christmas party.

And yes, times have been tough; yes, budgets have been tight, but a cheap party looks cheap so if you are determined to hold one, loosen the purse-strings a little - err on the side of generous and your staff will appreciate the gesture.

And the final, and most important, piece of advice. Enjoy yourself but keep some strength back - after all, Hogmanay in Edinburgh is something else and you don’t want to be too exhausted to enjoy it!

sPeCiAl FeAture

Celebrate Christmas at beautiful Winton house near edinburgh

You can take over fifteenth century Scottish castle Winton House for your office Christmas party for as little as £55 (plus VAT) per person, including free transport both ways from Edinburgh city centre (only 12 miles away).

With royal connections and remarkable Scottish Renaissance ceilings, Winton House has five inter-connecting reception rooms making it ideal for entertaining; the House can cater for 20 to 84 guests for formal dinners, and for up to 120 for buffets.

Morag Morrison, General Manager, says: “Relax and enjoy Winton’s uniquely grand but relaxed ambience.You’ll have traditional Christmas decorations, a ten foot ‘Winton’ Christmas tree, open log fires, a sumptuous candlelit dinner freshly prepared with local produce and Christmas games. Winton House will be your private venue for the entire evening.

“We can include activities and entertainment to suit: from clay shooting or husky sledding, to Champagne and wine or whisky tasting, a ceilidh, casino or disco.”

Call 01875 340222 or visit www.wintonhouse.co.uk for menu suggestions and to discuss your requirements. n The Edinburgh Chamber staff christmas lunch will be held on “Black Friday” 17th December 1pm at The Voodoo Rooms, Edinburgh. Where we will all share some fun, laughter and christmas cheer for another year. Keep your eye peeled for Mr Santa Claus!

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what s next! ?

for your business?

Corporate consultancy: n Market Research n Strategic Development n Workshop Design & Delivery We use our experience, expertise and creativity to design and manage research programmes that inform your decision making process. From there we can help you develop the strategy you need to move forwards.

Simple as that.

Small Business consultancy: n Problem Solving & Creative Thinking n Strategy & Planning n Market Research For small and medium sized businesses and charities we’ll help you plan step by step how you get from where you are to where you want to be. And if you’re not sure where you want to be, we can help with that too. If you want us to we can stick with you every step of the way as you change your business from what it is to what it could be.

Explore the possibilities. Contact us at: Tel: 07971 406809 Email: info@whats-next.co.uk Web: www.whats-next.co.uk

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Inthespotlight Company name: edinburgh Napier university Who? Charles edwards Newly appointed director, edinburgh institute of leadership & management Practice, previously at Cranfield. the edinburgh institute is the commercial enterprise within edinburgh Napier university’s Business school. it brings together business and academic expertise to provide research, executive education and work-based learning to small and large companies. it builds global links to support the scottish economy.

Website: www.napier.ac.uk/ei 1. What were you doing between 10 and 12 this morning?

A strategy meeting with Edinburgh Institute’s new Hong Kong Director. Edinburgh Napier’s Business School has taught in Asia Pacific for years – we’re now working out how to expand our corporate business there.

2. What do you see as your job’s biggest challenge?

Same as for any brand; delivering what you promise – every time.

3. What do you consider your biggest business triumph?

Winning a major contract to run IKEA’s international management development programme for the Open University against competition from top world brands IMD and Duke.

4. do you have any money-saving business tips?

Work out how much, in people’s time, each meeting is costing: it’s an incentive to resolve and progress as much as possible!

5. What do you believe are the 3 key stages on your career ladder?

1. Deep-end immersion in running all aspects of a small business aged 22 2. Having a spell out of business as an academic – thinking, researching and teaching renewed the mind 3. The opportunity to shape a new, practical management development business here at Edinburgh Napier 6. Where do you stand on work/life balance?

I work to live. The fuller your life beyond work, the richer your work perspectives are.

7. What do you like to do on your spare time?

I grow things – maybe there’s a work analogy there! Glut of fine purple beans just now.

8. What qualities do you need to see in your employees?

Willingness to listen, to question, to care, to imagine themselves as one of our customers.

9. in business, is it more important to be liked or successful?

I suspect more folk are liked than are successful, ultimately business is about success.

10. What is the one piece of advice you would give to others trying to reach the top?

It’s like a mountain; at the top, you can only ever see the next top.

11. Who is your hero?

Don’t believe in heroes – we’re all flawed. Like celebrity obsession, hero-worship is a way of avoiding your own capabilities and dreams. There are folk, famous and not, I admire and respect.

12. Any business (or other) projects you would like to plug?

Foodies on Holyrood Road. Good food, good people, good atmosphere – another great business from our entrepreneurship incubator at Edinburgh Napier.

13. Other than your current position, what would be your dream job?

Glenelg ferryman.

14. Who (living or dead) would you invite to a fantasy dinner party?

Julianne Moore, Bill Bailey, Bob Dylan and President Ellen Johnson of Liberia 15. Outside of business, what is the most important thing in your life?

Making a difference: to people, to places, to something!

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City&World Edinburgh Chamber policy update

Edinburgh responds to local decision-making and circumstances. But it exists in an economic context that is global. Edinburgh businesses must compete at many different levels – locally, UK-wide, and internationally. In the information age, where advanced economies are increasingly knowledge based, that means building our human capital.

One of the prime functions of the Edinburgh Chamber of Commerce is to articulate the needs and concerns of members to policy makers. Our new political economy bulletin City & World will provide a regular distillation of the chamber’s policy work. The focus is both local and global, reflecting the economic reality of our times.

It will be sent direct to opinion formers, and is available in full and in summary form on our website.

In 2004 the Harvard economist Edward Glaeser wrote Four Challenges for Scotland’s Cities for the Fraser of Allander Institute.

Glaeser’s central point was that, for cities in developed economies to thrive, they must act as magnets for skilled labour. Businesses invest and grow in places where they can access the workforce they need.

Today’s skilled workers are increasingly able to choose where to build their careers and settle their families. As Glaeser points out, Edinburgh has a major advantage in this

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respect, with its stunning architecture, lively arts scene and abundance of recreational opportunities.Yet mobile workers also require high quality, affordable housing, so a successful city must attend to all these investments.

This balance is hard to strike in an historic city like Edinburgh. That’s why we’re particularly proud of the Chamber’s work in agreeing a new Planning Concordat with the Council. This should make the process of taking new building proposals through the development process much more efficient and effective.

Glaeser also recommends sensible, moderate levels of taxation in a world of mobile skilled labour.Yet this year’s Non Domestic Rate reviews have thrown up increases of up to 100% for some Edinburgh businesses. The Chamber has led the way in persuading the finance ministry to see sense on this issue.

A successful city economy relies on a strong

transport infrastructure, favouring public transport, but including the necessary support for cars. Our ‘Open for Business’ campaign has tried to minimise the impact of the tram construction programme on Edinburgh business. When completed, the trams will add significantly to City Centre accessibility.

If we are to build up our human capital, it’s essential that Edinburgh hosts top class schools and colleges that generate a skilled workforce and also attract workers with families.

Spending on state schools in Edinburgh has risen by 50% in the last eight years, but the numbers of pupils getting decent grades has stayed at roughly 45%. Education – and public sector performance generally – will remain a major focus for us in the coming months and years, as the government attempts to balance the books without damaging front line services. As always, we will continue to work for sustainable growth.

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sPeCiAl FeAture

Redundancy: communication is key throughout this difficult process Lindsey Cartwright Employment Law Partner Morton Fraser LLP

Despite hopes for “green shoots” of recovery, the news is still full of stories of redundancies occurring among businesses of all sizes.When a business is struggling and needs to make people redundant, the last thing it wants is to then have to defend claims because of a flawed process. Claims are less likely to be made where the process has been fair and employees feel as though they have been listened to.

Before a redundancy process begins, it is better that the business has first considered (and, if possible, implemented) its other options. There are lots of commonly-used ways to reduce costs (and therefore reduce the likelihood of redundancies). Involve your employees when considering any of these options. Collectively, they may have strong views about whether they want to go down this route or would prefer to take their chances in a redundancy process. Whatever happens, they will appreciate having a say in it.

If there is no option but to go down the redundancy route, a proper process must be followed, otherwise there is a considerable risk that the dismissals will be unfair. First, make sure that you are able to demonstrate that there was a genuine need to make redundancies.Think about your business reason and what evidence you have for this. Secondly, remember that “redundancy” has a very specific legal meaning and it is for the business to show that the situation falls into that category. If you can satisfy a Tribunal of this, then whilst they might still criticise the process that follows, awards of compensation are far more likely to be minimal and may only amount to a few weeks’ pay, based on how much longer the employee would have remained with a proper procedure in place.

If you can get the procedure right too, then both parties will benefit.

Remember the following:n There must be proper consultation with the employees in advance of any decisions being taken. Don’t rush it. Consultation should be genuine and you should properly consider any suggestions made to avoid/reduce redundancies. n Before commencing discussions, consider how many redundancies might be needed. If over 20, a specific additional process involving a set period of consultation with elected representatives or a trade union must occur.There are severe financial penalties for failure to do this.Take advice. n Identify appropriate redundancy pools and appropriate selection criteria.The criteria should be as fair and objective as possible and not potentially discriminatory. Discuss it with the employees involved, prior to any scoring taking place.

n Allow the employee to appeal the decision to dismiss before it actually takes effect. n Do not assume that people will want to disappear immediately and not work their notice. Some employees will feel lost without the ability to come into work each day. Others will want to leave as soon as possible.

Communicate and accommodate their wishes as much as you can. Giving the employees back some control in a situation which is completely outwith their control is likely to be appreciated by them. n Provide assistance such as allowing them time off to attend interviews, providing outplacement counselling or even just offering help to prepare a CV or providing references.This all helps to create goodwill towards you.

Whilst redundancy exercises are stressful for both sides, good communication and a bit of tact and understanding will go a long way. It may mean the difference between spending the next six months preparing for Tribunal hearings or being free to spend your time turning your business around. If you would like to discuss any of these issues, please call me to arrange a free consultation on 0141 274 1141 or at lindsey.cartwright@morton-fraser.com.

Please visit the employment law section of our website for more tips regarding redundancy and to download our redundancy factsheet. www.morton-fraser.com

n Try to find alternative employment within the business for an employee who has been selected for redundancy. Clearly, the practicalities of this depend on the size of your business. Make sure that there is a proper process so that employees are informed about any other vacancies.

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Asktheexpert Ensure your PQQ/tender stands out from the crowd Scottish companies are increasingly taking advantage of online sources such as Public Contracts Scotland to identify and bid for new work with public sector clients. However, as these contracts are highly visible, each opportunity can attract a large number of bids.

Here, Gill Joy, offers her top advice.

Q: What should organisations do to make their submission ‘stand out from the crowd’?

A:

Why is it important to ensure your tender stands out from the crowd? Well, your tender or pre-qualification questionnaire (PQQ) will be assessed by a panel of evaluators, who may have to read twenty or more submissions, marking them against a pre-defined scoring sheet.

You need to treat each question as a chance to rise above the competition and include something of value that competitors may have overlooked; the difference between winning a contract and being second can rest on just a few points in the evaluation score.

Here are four tips to help you make the difference: 1. Provide tangible evidence for any claims

you make in the text – avoid phrases like “we offer a high quality, responsive service” unless you can back it up.

Gill Joy

2. Make your references for previous work as specific as possible. Who benefited from your product/service and how exactly? Did you complete the work on time and within budget? Mention any innovative elements in your products and delivery.

3. Give quantifiable reasons why you are better than others in the market (e.g. largest distribution network; the first to provide a certain service; the only provider with a particular range of skills/services or specialist skills, such as languages).

4. Take care to answer all parts of complex questions and do not miss out information

Chamber Business Solutions Associate Consultant because the buyer “knows who we are” as this background knowledge cannot be scored.

To find out more about how you can improve your tendering success rate, please contact Bryan Leslie, Chamber Business Solutions Manager, by email: bryan@ chamberbusinesssolutions.co.uk

GetwithIT

By Bill Magee

Scottish Business Technology Writer of the Year

How social is your business?

The business world appears split on whether the still relatively new online concept of social networking is worth pursuing commercially.

Whilst some are fully switched onto the social media mix and what it can do for their enterprise, others are put off – which is arguably understandable when you consider what in some cases has become an incessant barrage of blogs, tweets and Facebook updates.

Turn off examples I’ve come across include: “What did you have for breakfast today?” and “Idiot Entrepreneurs”.

Possibly more advisable then, is to look for specific subject matters, like “Is Facebook the future of PR?”, “How an iPad can help your business” or PSYBT’s posted question “When is the right time for a young business to make its first philanthropic steps?” (www.psybt.org.uk).

Otherwise we risk getting caught up in endless online talking shops, when we’ve far better things to do in our daily working lives.

Also, think twice before revealing all to an online stranger. Napier University spin-out ‘Inquisitive Systems’ makes this crucial point.

The Edinburgh venture’s new ‘GuardInQ’

software product represents a groundbreaking realtime computer fraud detection-andintervention/malicious activity system – checking just where that invisible ‘digital fingerprint’ might actually be. (www.inquisitive-systems.com) PR specialist Julie Moulsdale concludes: “Social networking is still in its infancy and some people use it without a strategy. But it can be used to commercial advantage if you employ it properly.” (www.perceptivepartners.co.uk ) If you have any comments or feedback, you can contact Bill on email: billmagee@btconnect.com

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Edinburgh Chamber private medical insurance We have entered into a partnership with Aviva Health UK Ltd and specialist broker Caledonian Health Solutions, to offer all our members access to a new private medical insurance scheme.

This fully comprehensive package, designed specifically for Edinburgh Chamber members, is offered at a discount of over 40% and the policy benefits include: n Full out-patient cover, including immediate access to specialist consultants for fast-track diagnosis n Private hospital in-patient care for all eligible treatment n Complementary therapies, including physiotherapy, osteopathy, chiropractic and acupuncture treatment n Psychiatric treatment

A wide range of additional interchangeable benefits and cost savings are also available within this package so members are better able to manage their health care budgets with confidence.

Members who are currently with other insurance providers and want to take up this offer can access switch facilities to make the transition smooth and easy.

If you are interested, one of our healthcare advisers can talk you through how we could meet your healthcare needs at a cost that’s acceptable to your company.

n Optional dental and optical cover n Emergency overseas cover n 24 hour GP help line

For further information contact Caledonian Health Solutions Freephone 0800 046 7614.

n Discounted health and fitness club membership

Relax with a benefit that will give you extra peace of mind Private health insurance is a benefit that could really make a difference to you and your staff.

So, to help our members get the cover they need we’ve worked with Aviva and specialist health advisers Caledonian Health Solutions.

Edinburgh Chamber members can now benefit from:

This is an Edinburgh Chamber of Commerce approved promotion from Caledonian Health Solutions.

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Over 40% discount* off Aviva’s standard base premiums if you select the Signature hospital list, including a discount for chamber members and adding of the GP Referred Services option.

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GP Referred Services benefit – this increases your cover at no extra cost to include GP referred physiotherapy and chiropractic treatment.

Graham Coates at Caledonian Health Solutions can advise you how Aviva’s private health insurance can work for your business.

Call: Email:

0800 046 7614 grahamcoates@caledonianhealth.com

Benefit limits apply. For full details request a copy of the terms and conditions. * Discount based on base rate reduction for choosing Signature hospital list and 10% discount for new business PMI policyholders.

Caledonian Health Solutions is an appointed representative of Chase Templeton Ltd, Suite 16 , Blackburn Enterprise Centre, Blackburn, BB1 3HQ. Chase Templeton Ltd is authorised and regulated by the Financial Services Authority (FSA). FSA reference number is 311612. Chase Templeton Ltd is registered in England under the registered number 3299980.

This insurance is provided by Aviva UK Health Limited. Registered in England Number 2464270. Registered Office 8 Surrey Street Norwich NR1 3NG. This insurance is underwritten by Aviva Insurance UK Limited. Registered in England Number 99122, Registered Office 8 Surrey Street Norwich NR1 3NG. Authorised and regulated by the Financial Services Authority.

GEN3846 09/2010 © Aviva plc

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Qualifications for business

SQA is Scotland’s national accreditation and awarding body. Many people know us for the qualifications taken in schools and colleges but we also offer a wide range of qualifications and services designed to support businesses like yours.

We all need to support our primary resource – our people – to develop the skills and knowledge needed to respond to economic demands and have the ability to compete in an increasing global economy. The work of employers is both vital to SQA and the Scottish economy and we aim to continue improving our links with business and industry.

Qualifications are an essential tool in validating training and learning but they must be relevant and flexible meeting the requirements of industry now and in the future.

We understand employers need staff with up-to-date, relevant and specific occupational skills, whether supporting the development of new skills, updating existing ones or changing from one skill set to another, SQA qualifications provide these and more.

Whatever your need, our extensive experience as an internationally recognised provider of qualifications, assessment and quality assurance means you can be sure that our qualifications are fit-for-purpose, reflect

the needs of industry and support learning and progression from apprentice through to director level.

We can also provide customised awards, credit rating and endorsement services to create a qualifications and training portfolio to meet the exact requirements of your business.

SQA’s Business Development and Customer Support Team is the ‘voice of the customer’ within SQA, allowing us to be responsive to employers’ needs.

We can provide information on a variety of training options which may be of interest to your organisation, including identifying partnerships with training providers.

Together we can achieve a skilled and productive Scotland that supports growth for individuals, business and society.

september dates for your diary!

SQA’s Business Development Team will be at the Scottish Training Federation (STF) Annual Conference, Dinner and Awards Ceremony which takes place this year on 22 september at glasgow’s radisson hotel.

You can also see us at the Vocational Education: The 2015 Vision Conference on 30 september at the grand Central hotel, glasgow.

For more information please get in touch with the Business Development and Customer Support Team using the contact details below: telephone: 0303 333 0330 e-mail: mycentre@sqa.org.uk www.sqa.org.uk/businessdevelopment

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Gettingstarted Q1: Tell us a bit about your business A: SGS (Edinburgh) is the Edinburgh franchise for SGS. We source high quality, stylish ladies shoes, boots and handbags from fashion fairs and sell them directly to customers in their own homes, workplaces or through events.

Q2: What gives your business the “X Factor”?

A: Very few of our products can be found on the high street and that, coupled with the fact that we have no retail premises, translating to exceptionally competitive pricing on products of excellent quality, gives us two USPs.

Name:

Fiona Robertson

Business name:

Shoes Glorious Shoes (Edinburgh)

Q3: What motivated you to set up in business for yourself?

A: I had the chance of redundancy and the package gave me the start-up capital to do something I had always wanted to do.

Q4: What do you like most about working for yourself?

A: Freedom and immediacy! When I make a

decision, I also make it happen. No endless meetings, debates and sign-off procedures.

Q5: What has been your greatest business success to date?

A: Smashing my weekly sales target in one day before Christmas.

Q6: What has been your lowest moment?

A: The death of my partner shortly after I started the business; it made me question life in general and business in particular.

Q7: In terms of business achievement where do you want to be within the next 5 years?

A: Running SGS through a team of sales agents, as the largest, most successful SGS franchise in the country, having also established the new party plan concept I am currently working on.

Q8: What would your top tip to someone thinking of starting up their own business?

A: Plan, plan, plan. Do your homework, then just do it!

Start up date:

1st September 2009

Website:

www.shoesgloriousshoes.co.uk

In the Aug/Sep ‘Getting started’ interview, with Arlene Ward of instinct4change, Edinburgh Chamber made an error when editing the answer to question 8; it should have read:You will get emotionally attached to your business; build a network you can trust to ask the tough questions you need to answer as the business grows. Our apologies to Arlene.

Minister launches Smart Exporter Enterprise Minister, Rt Hon Jim Mather, formally launched Smart Exporter in September 2010. A groundbreaking new programme that aims to equip ambitious Scottish businesses with the skills and expertise needed to enter new international markets, Smart Exporter is a unique privatepublic sector collaboration between Scottish Chambers International (SCI) and Scottish Development International (SDI).

The project supplements the internationalisation programmes that are already available from SDI and SCI, and has been developed to widen the availability of export services to target all Scottish companies, specifically by helping them to overcome some of the skills-related barriers to export.

The three-year project, which is part-funded by the European Social Fund, will focus on providing Scottish companies with the technical skills required to target international

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markets and help them prepare for export.

Commenting on the launch, Scottish Chambers International Managing Director, Alasdair Kerr, said: “According to the World Trade Organisation, global markets are set to grow by 9.5%. This offers a tremendous opportunity for Scottish companies to diversify and avoid the risk that relying solely on home markets for their business growth entails. This is where Smart Exporter comes in; Scottish businesses have never before had access to such a comprehensive and practical package of specialist international trade support. It’s is open to all types of business, regardless of their size or sector – and we already have great examples of Scottish businesses that are excelling in global markets.

What we need is more of them, and that’s what Smart Exporter will achieve.”

The programme includes a range of support which will be delivered to companies in a variety of ways, including self-help online tools,

Jim Mather at the Smart Exporter launch in September

roadshows, workshops, specialist training and skills development support, in-house technical support, market awareness support and a specialist national international trade helpline.

For more information, visit: www.smartexporter.com

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Businessnews Leith Business Hub wins council partnership award The Leith Business Hub has won the prestigious City of Edinburgh Council (CEC) Departmental Award for Partnership Working in recognition of the groundbreaking business support facility that has been created in the McDonald Road Library.

The Hub was officially opened by Sir Tom Farmer in May this year and offers free courses outwith normal business hours, run by Business Gateway, specifically designed to help companies and individuals achieve their full business potential.

The Spring/Summer courses were mostly fully subscribed, with the Autumn session having kicked off in September. The Hub’s free facilities include a range of business

related books and other materials, free internet access and company search facilities, as well as comfortable seating and refreshments for businesses to use during the day.

The Leith Business Hub is the latest of many initiatives by the Leith Walk Development Group, under the ‘I Love Leith’ project branding, aimed at bringing regeneration and inward investment into the area.

Sir Tom Farmer opens The Leith Business Hub

The Group is a cross-agency public and private sector team led by Lindsey Sibbald, CEC Economic Development, Graham Russell, Edinburgh Chamber’s Leith Walk Business Coordinator, Howard Elwyn-Jones, Edinburgh Trams, and Martin Macauley, CEC North Neighbourhood Partnership.

Tourism Intelligence Scotland – innovation through knowledge Help is at hand for Scottish tourism businesses seeking to keep up with changes in their market.

Tourism Intelligence Scotland is a new initiative developed by the industry in association with Scottish Enterprise, Highlands & Islands Enterprise and VisitScotland.

The free resource offers businesses the opportunity to access, share and understand information and provides practical hints on staying competitive.

By registering with Tourism Intelligence Scotland, businesses will have access to: n A user-friendly website where they can find information including research summaries, case studies and an information exchange n Practical guides including ‘Golf Tourism’, ‘Listening to our Visitors’, ‘Scottish Tourism

in the Future’ and ‘Walking Tourism’ n The ‘Ear to the Ground’ newsletter n Details of conferences, workshops and events.

Getting involved in TIS is easy – simply register at www.tourism-intelligence.co.uk for access to the full range of resources.

Getting involved in the green revolution The Prince’s Mayday Network, Scotland’s largest network of organisations committed to tackling climate change, is seeking support for its own campaign.

There are a number of avenues open to businesses seeking assistance with tackling their climate change initiatives, by visiting www.sbcscot.com/mayday

Environment team contact details:

Its aim is to inspire organisations to take action then support them in the work that they do and the network already works closely with a number of environmental organisations in Scotland.

Support includes identifying the most suitable source of help for your business, or putting out a request for help and advice across the Network and its numerous Scottish partner organisations.

Andrew Millson – Network Manager Tel: 0131 451 1100 Mobile : 07988 714 006 andrewmillson@sbcscot.com

Todd Henshaw – Marketing and Events Tel: 0131 451 1100 toddhenshaw@sbcscot.com

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Talent for Business Joined-Up People Solutions

We specialise in helping leaders to connect their own internal resources to the challenges they face at work. Leaders often look externally for answers in difficult times, but frequently, the answers lie within.

We can teach you to: n know and grow your internal resources – your inner strength n recognise and eliminate your fear-based thoughts and actions n find courage, compassion and your assertive voice in the face of adversity n “get over” and heal following difficult times – you can let go of haunting memories that rob you of your opportunities today n build and maintain successful life-long relationships – create biological allies for your future well-being Contact Details: Mary Neilson, Director Telephone: 0141 646 2749 or 07962 100868 Ping: enquiries@talentforbusiness.co.uk Visit: www.talentforbusiness.co.uk

Bringing your events to life!

We have over 12 years of experience in delivering exciting and award winning events to the highest quality, and at prices to suit any budget.

With a wide range of satisfied clients in the private, public and voluntary sectors, let us manage all aspects of your next event, and work with you to turn it into something spectacular.

We are experienced in handling many types of events, including conferences, seminars, product launches, consultations, banquets, awards ceremonies, live music and entertainment events – call us for more details.

Services we provide include: Venue finding; programme planning; delegate management; A/V creation; audience response technologies; design & print services; event staffing.

Recent clients include: Young Scot; Fife Council; NHS Fife; City of Edinburgh Council; Scottish Rugby Union; European Youth Card Association; Young Enterprise Scotland (Lothian Area); RNIB Scotland; Scouts Scotland; Girlguiding Scotland; MX5 Owners Club

Producer of Scottish Event Awards Best Traditional Event 2009 Young Scot “Burns Resurrection”

Purple Kite Productions Ltd, 30 Claremont Court, Edinburgh, EH7 4LA

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t: e: info@purplekite.co.uk

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w: www.purplekite.co.uk

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Thearts sPeCiAl FeAture

The Edinburgh Art Fair comes of age It is getting close to that time of year when most locals, and certainly those with an interest in the arts, are looking forward to the return of one of the largest visual arts events of its type to the nations capital.

For the sixth year running the Edinburgh Art Fair will take place during November at the Edinburgh Corn Exchange, a venue originally known by Edinburgh residents for its agricultural trade links and of course its close proximity to the old slaughterhouse at slateford, but being better known in more recent years as a venue for some of the hottest names in music and of course now for high profile events such as the Edinburgh Art Fair which has found a unique home at the venue.

The organisers of the event, East Lothian based Arte in Europa, are excited that this years event will prove bigger than ever before with a full quota of exhibitors already confirmed and a list of artists that is truly a “who’s who” in the world of contemporary art.

“Notwithstanding the plethora of successful artists showing, the fair does not solely cater for collectors of these big named artists”, Andy Naismith of Arte in Europa is keen to point out, “there is also a huge range of work from many highly talented artists just starting

out in their careers, and picking up on these future stars is without doubt one of the best ways of starting ones very own collection of original art, and the fair is without doubt the best opportunity of seeing the work of these artists alongside the current stars of the art world”.

With prices starting at just £75 and peaking at around £45,000 there is always something for most tastes and budgets at the Edinburgh Art Fair and this year is certainly no exception.

“Last year saw more artworks sell than at any other Art Fair in the UK outside London, there was also a huge increase in the total value of sales, rocketing the fair into the premier league of commercial art events. As such the fair is increasingly becoming an attractive proposition for some of the best known galleries in the country” adds Naismith, “This year we have been approached by far more galleries than we have been able to accommodate, which in the current economic climate is not only extremely encouraging but a huge pat on the back for the event and, in particular, its visitors”.

To celebrate the success of the event, and as a special bonus to any interested readers of

Business Comment who have been following this column over the last year, the organisers would like to offer a pair of tickets to the fairs preview evening and drinks reception. To qualify, simply send an email to enquiries@ artedinburgh.com with the title “Business Comment Ticket Giveaway” and include your full name, address and postcode. Tickets should be received approximately two weeks before the event.

The Edinburgh Art Fair takes place at the Edinburgh Corn Exchange in Chesser and is open to the public from Thursday 18th November through to Sunday 21st November with a ticket only preview evening on Wednesday 17th November.

Doors open at 11am daily. Entrance fee is £6 /£4 concessions with unlimited re-entry throughout the weekend.

Further information on the fair can be found at www.artedinburgh.com or by calling Arte in Europa on 01875 819595.

www.artedinburgh.com

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The Edinburgh Chamber of Commerce welcomes its latest member companies:

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3MRT Limited

Edinburgh Letting Agency (ELA)

Morrison Construction

Accendo Media

EH Appliance Repairs

Murray Volvo

Activitymix (Edinburgh) Limited

Eyes on Edinburgh Photography

Myofascial Release Clinic Limited

Alienation Digital

FCSPD Support

Novo Design Studios Limited

Andrew Bird

FMMW CA

OneKind

Aperture Marketing

French Duncan

Park ‘n’ Shine

Arden Guest House

Full Beam Limited

Pekabu Limited

Argos TRT

Fusion Group UK Limited

Peprime Limited

Artemis Cultural & Educational Services Ltd

Fuzzy Orange Limited

Persian and Oriental Rug Co. Limited, The

Assertive Limited

FWE Limited

Pertemps Recruitment Partnership

B.Ward Electrical

Gillian McColl

Purple Kite Productions Limited

Bakers Place, The

Holiday Inn City West

Black Light

Holiday Inn Edinburgh

Black Moon Lighting Limited

Home Ready

Blackie Ballantyne Limited

HR Consultancy

Boddy Language

Ian Millar Photography

Breakthrough Breast Cancer

Ideal Studios

Bright Side FX

Intend Business Development

Bright Space

J S Accounting Services Limited

Brown Taylor Management Limited

Jevot Limited

BSMS Limited

Judith Auld Consulting

Budget Backpackers

Just Simply Accounting Ltd

Business Anywhere Limited

K2 Legal Support

Capability Scotland

Kevin Graham Joinery Limited

Cats Pyjamas Edinburgh Limited

Kitt Up Limited

Certax Edinburgh

Lambert Smith Hampton

CHT Consulting

Leslie Huckfield Research

Cogen Energy Limited

Lettingweb Limited

Colliers International

Lightcity Consulting Limited

The Cornerstones Group

Counselling & Psychotherapy Training Institute

Livingston Lettings

The Performance Consultant

Cube Contracts Limited

Low Price Lessons.com

Theory Mine Limited

David Lloyd

Lulu London

Thistlebok Limited

delino management services.co.uk

Lunaria

Tick Recruitment

Demon Foods Limited

LVR Business to Business Limited

Underage Gigs

Diamond Event Services Limited

Magnum Heating Limited

Vehicle Options

East Coast Skips

Market Transformations

Waterside Plastering Limited

Eco Brand, The

Matheson Chartered Surveyors

www.HelpmyBusinessPlan.co.uk

Eden Medical UK Limited

Meilenstein

X Solutions 365 Limited

Edinburgh E Telecom

MGA Academy of Performing Arts, The

Zoomatelo Enterprises Limited

Pursuit Limited Quality Time Resolved IT Ross Write Limited Rubric Europe Ltd Scottish Family Business Association Shirley Stege Image Consultant Shyrdak Rugs SS Telesales Limited Sub Train Sugacane Susan Carpenter Sustainable Opportunity Solutions Limited Talent Focus Limited Talent for Business Tall Poppies Scotland

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Chamberappointments Edinburgh Chamber of Commerce New starts to the team: Andy mulvenna

denise horn

Andy Mulvenna has joined the Chamber as Management Accountant for Edinburgh Business Development (EBD), Chamber Development Ltd (CDL) and Scottish Chambers International (SCI). Andy will work within Group Finance to provide finance and management accountancy support for the Managing Director of EBD, CDL & SCI, supporting the business managers to achieve their individual divisional targets and outputs.

Denise Horn has recently been appointed Project Manager for Smart Exporter, a new initiative providing support and training for Scottish businesses.

Denise’s first priority is to arrange the Smart Exporter road shows throughout Scotland, planned for September, October and November.

Further details about Smart Exporter can be found at: www. smartexporter.co.uk

Edinburgh Chamber’s Partners in Enterprise

stay One step Ahead with free branding & marketing advice; call 0844 736 2992

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Moversandshakers Semple Fraser appoints leading Employment specialist Multinational law firm Semple Fraser LLP has announced the appointment of Associate Charlotte Johns to its Employment Group.

senior appointments, termination packages and disciplinary and grievance procedures.

Charlotte said: “It’s an exciting time to be joining Semple Fraser as they continue to expand their offering throughout the UK. In today’s economic climate, HR professionals are finding themselves under increasing pressure, and I am glad to be able to provide them with practical advice and consultancy as well as training to ensure that they are compliant with current legislation and established best practice, and advising on the most effective means of preventing and resolving employment disputes.”

Charlotte, a dual qualified solicitor and barrister, has specialised in employment law for more than 12 years and works with organisations advising on all aspects of employment law.

She will advise clients in all three of Semple Fraser’s offices (Edinburgh, Glasgow and Manchester) on all areas of employment law including contracts and handbooks, change management, TUPE, redundancy consultation, unfair dismissal, discrimination issues, equal pay,

Talent for Business Talent for Business, which was formed at the end of 2008 by Mary Neilson, has added John Robertson to its team as an executive coach.

He said: “Our business is doing well and our client list is growing monthly. Our backgrounds in organisational and leadership development have helped us fare well in these difficult times and our thirst for novel approaches in human improvement keeps us inspired.

“We know that people in leadership roles are not one-dimensional and so we develop learning experiences that resonate across all

of our human dimensions; our thinking/ rational self; our emotional self and our spiritual self.

“Our core business is leadership development and ‘Talent’ management and we aspire to influence our client organisations to create an approach to leadership development that allows all three of our human dimensions to thrive and grow. “ The company’s specialities include creating bespoke learning events and succession strategies and offering leadership and executive coaching.

Food for thought as Meilenstein Consultancy opens for business Wolfgang Spenke, formerly a Director at multiaward winning Balbirnie House Hotel in Fife, has started Meilenstein Consultancy offering 20 years of experience in the international hotel and restaurant trade.

Having developed Balbirnie to be one of the busiest and best wedding venues in Scotland, Wolfgang specialises in improving revenue, profitability, training and operational standards

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within both wedding venues and the wider hospitality market.

With previous experience including managing Andrew Fairlie’s restaurant and working for Sir Terence Conran’s London-based restaurants, Wolfgang is able to assist companies across many different industries to deliver outstanding customer service and grow their businesses.

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Skills mean more with SQA.

SQA offers a range of qualifications and services to develop the skills people need to work more effectively and more productively. Meaning happier employers, happier staff, happier results.

Smile.

Log onto www.sqa.org.uk/employers Contact SQA’s Business Development Team on 0303 333 0330 or email mycentre@sqa.org.uk

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