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CENTRE FOR KNOWLEDGE TRANSFER ANNUAL REVIEW 2005 LONDON SOUTH BANK UNIVERSITY
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CENTRE FOR KNOWLEDGE TRANSFER
S EE
Arts and Human Sciences • Arts Management • Education and Learning Skills Development • Media and Creative Industries
Food and Nutrition • Food Processing • Food Safety and Quality Control • Food Science and Technology
Business Management • Electronic Commerce • Financial Management and Accounting • Sales, Marketing, and Distribution • Corporate Governance
Health Services • Health Services and Hospital Management • Occupational Health and Safety • Public Health Awareness and Education
The Centre for Knowledge Transfer seeks to strengthen the university’s research, consultancy, teaching and technology base, thereby enhancing the skill and experience of the academic staff in applying technology and expertise to commercial situations. Additionally, the Centre seeks to create greater interaction between the University and industry, while encouraging innovation in UK businesses through the development of knowledge sharing projects. The Centre at London South Bank University has become the leading KTP partner in the Greater London Area.
Computing and Information Technology • Computer Systems and Networking • Internet and Multimedia • Information Systems Management • Software Development Construction and Property • Building Design and Architecture • Construction Management • Surveying, Property, and Development Energy and Environment • Building Services Engineering • Energy Generation and Management • Sustainable Energy Systems
Manufacturing • Industrial Design • Process Control and Monitoring • Production and Operations Management
TYPES OF KTP PROJECTS • Improving existing products • Developing new products • Introducing new technology • Developing the company expertise base • Streamlining manufacturing processes • Implementing new systems and processes • Improving logistics processes • Improving planning and scheduling processes
PR
Knowledge Transfer Partnerships are government-funded programmes, designed to boost UK industry by providing enterprises with resources to improve their market position. The government offers grants to both small and large companies looking for additional expertise and funding to improve their business performance over the medium term. The initiative seeks to strengthen competitiveness and wealth creation in the UK through the encouragement of innovation in the private sector. By forming collaborative partnerships between universities and expanding businesses, the KTP programme helps enterprises to access the knowledge and skills available within the UK.
OLOGY AND CHN E T ION FOENG OD IN T C U ME D O
DESIGN A ND
AREAS OF EXPERTISE
G TIN U P M
ES
11-20
51-100 EMPLOY EE S 1
INDUSTRY SECTOR INVESTMENT
KNOWLEDGE TRANSFER
RESEARCH A E ND G TUR C IN FAC ON ERNU A
5-1 0E M P
EM P LO Y
21-50 E MP L O YE
Professor Deian Hopkin Vice-Chancellor and Chief Executive
+ 01
EES LOY P EM
ES YE LO
Welcome to the fourth Annual Review of the Centre for Knowledge Transfer at London South Bank University. We have had yet another successful year for both the Centre and the University. London South Bank University has continued to expand and develop lasting ties with companies throughout South East England. The range of expertise offered by the University has grown steadily, providing a wider base of knowledge and skill to our commercial partners. The Centre has sustained its commitment to Knowledge Transfer by continuing to develop new ways to extend University expertise to local business. The articles in this Review provide background information about the University and the Centre for Knowledge Transfer, and explain the mechanics of how the KTP Programme works. Also included is a list of KTP projects that are new to the Centre this year, as well as in-depth case studies that highlight some of the year’s KTP projects and emphasise the benefits that Knowledge Transfer Partnerships provide to both London South Bank University and its partner companies. I hope that you will find this Review both informative and interesting. The University is delighted to receive comments and reactions as part of the process of extending its engagement with industry and commerce.
COMPANY SIZE
Y NC SOFTWARE A N LTA D CO SU
INTRODUCTION
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EXONY, founded in 1999, develops innovative next-generation software for the operation of telephone call centres. Its products allow customers to optimise call centre performance, improving efficiency and reducing operating cost.
Recently, major businesses have invested in the development of telephone-based call centres as they have sought to meet customer demand for more responsive services. As more businesses have come to rely on call centres, the need to lower cost and increase profitability has grown. Companies cannot afford to lose inbound calls, but many cannot afford to staff their centres with sufficient operators to put a voice to every call. Increasingly, companies are looking to IT solutions to optimise resources. Exony recognised the market gap for optimisation software that could monitor systems and automatically route-manage calls. In early 2004, Exony began a project with London South Bank University to develop a software product. KTP recruited Ezzat ElBarbary to design and develop a user-friendly software system to improve virtual call centre performance. Ezzat began by researching the needs of the market and investigating current software offerings. He then designed a software solution to meet this market opportunity, and went on to build and test design prototypes. The Call Event Optimiser, the new software programme, manipulates queues of calls to allow businesses to service as many of their customers as possible. Identifying an inbound caller by their account number, the Call Event Optimiser can recall the caller’s personal details and history. Based on these details, the software will route the call according to the enquiry, preventing an unnecessary drain on operator resources.
Steve Grainger, Senior Business Consultant and Industrial Supervisor at Exony, explains, “The product identifies people’s different needs based on their demographic information. Organisations can cherry-pick which calls to handle and by whom. The software's artificial intelligence capability allows it to continually develop caller profiles, increasing response accuracy and effectiveness.”
Professor Allen Long is the Academic Supervisor from London South Bank University working on the project. Allen has supervised over seven KTP programmes over the last six years. He also works as the Head of Centre for Intelligent Business Systems, a group that applies artificial intelligence systems to business problems. His wealth of expertise has been critical to the development of Exony’s project.
“This product will change the way customers interact with call centres,” commented Rex Dorricott, Chief Operations Officer at Exony. “The initial product will enable users to make informed choices about how they interact with customers. Calls are routed based on client-specific information which can be tailored to include client history or where callers are within a business process.”
This KTP project has introduced artificial intelligence into Exony, and has allowed the university to enhance its own expertise and to gain experience of call centre technology.
With no optimiser present in the current market, Exony can expect great success with the Call Event Optimiser in both domestic and international markets. At the cutting edge of call centre technology, Exony is building a reputation as a thought leader in UK telecoms software. Exony is now working to integrate their new product with others to develop a comprehensive call centre platform. Steve concludes, “Leading this project has differentiated us from our competitors. Working with KTP allowed us to develop a completely innovative product, which has extended our knowledge footprint.”
Exony has already offered Ezzat a permanent employment position following the KTP programme. A second associate is currently being recruited to continue developing the project.
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RDC FOLEY COOKE has been operating since 1986 as a design consultancy, working on retail and leisure projects in the high street, airport and marine sectors. It provides complete 2D and 3D design solutions which encompass retail strategy and concepts, brand identity, graphics, visual merchandising, and project implementation. rdc Foley Cooke provides expertise in the complete design process to customers such as Harrods, Bacardi-Martini, BAA, Alpha Retail, and Tesco.
As technological advances continue, more and more clients expect rdc Foley Cooke to produce 3D computer-generated images during the consultation phase. rdc Foley Cooke had a small in-house graphics team, but was forced to outsource 2025% of its consultation design work to cope with client demand. The outsourcing process raised significant issues for the company. By outsourcing graphics, rdc Foley Cooke faced reduced margins, quality control problems, incompatible technology, and inconsistent formatting. rdc Foley Cooke approached London South Bank University to initiate a KTP programme to develop an in-house graphic design/ 3D visualisation system to overcome the problems caused by outsourcing, and to enable it to compete against other design firms who could offer integrated retail interior design and 3D graphical capability. KTP placed two academics with the project to provide expertise. Hilary Dalke has helped expand and develop the company’s creative side, while Dr. Ebad Banissi has advised from a technical and IT perspective. Ebad explains the project: “rdc Foley Cooke wants to use 3D maps for designing retail settings. Our aim is to allow them to introduce a 3D design system which will enable them to meet client needs and go after new business opportunities more effectively.”
Ebad and Hilary are currently in the early stages of producing a paper on their involvement in this project, outlining the key issues of digital design in the retail industry. This paper will enhance the profile of both rdc Foley Cooke and LSBU. KTP recruited Cuong Phan in 2004 to develop rdc Foley Cooke’s 3D visualisation software capability for use at the initial design stage. Cuong began with conducting a market analysis to create a profile of retail design companies throughout the UK. Using his research, Cuong could then decide which software would best meet the company’s goals. After narrowing down various options, Cuong selected one specifically based on rdc Foley Cooke’s need to help clients visualise their plans and give them a tangible sense of space on a design. rdc Foley Cooke has now installed the software on all of its workstations. Cuong is currently training the staff on how to use the software and how to incorporate the programme with the rest of their work. By eliminating outsourced graphic design work, rdc Foley Cooke estimates that its profit margins will be boosted by 15-20% per contract. The new operating system will reduce the amount of time needed to work on each project, saving additional labour costs and enhancing the final product. Design Director Roger Cooke explains, “Our KTP project helps to control the design process. Unexpected circumstances have been mitigated, which helps us better manage our business strategy as a whole.”
To monitor the performance of the graphic software, Cuong also implemented a project management tool. This tool allows rdc Foley Cooke to organise contracts, work schedules, and invoices. Gavin Ferguson, Graphics Director and Industrial Supervisor at rdc Foley Cooke said, “This software is helping us streamline the design and financial management processes of our business significantly. It maximises the use of the in-house graphics system, while improving business management efficiency.” Commenting on the benefits that rdc Foley Cooke has reaped from its involvement with KTP, Roger Cooke concludes, “The structural way in which KTP functions helps us stay on track with project goals and development. KTP has highlighted areas of potential weakness and allowed us to improve and develop those areas. KTP has given us a competitive edge.”
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OVERSEAS DEVELOPMENT INSTITUTE is one of UK’s leading research institutes on international development and humanitarian issues. Its mission is to inspire and to inform policy, leading to the reduction of poverty, the alleviation of suffering, and the achievement of sustainable livelihoods in developing countries. ODI operates as a commercial organisation and is reliant on income from major research and consulting projects for research foundations, international organisations, and other companies.
ODI has increased its staff steadily over the last few years, and it has become difficult to manage and to organise their wealth of knowledge. Because staff frequently work overseas on assignment, the need to easily and effectively access, share, and exchange information is vital. As the marketplace becomes increasingly competitive, such access is an even more important determinant when responding quickly to market opportunities. “Research institutes need to produce tenders quickly and efficiently to bring more work in,” explains Peter Gee, Head of IT and first Industrial Supervisor at ODI. “It is often most efficient to re-use some of the information in other tenders or seminars. But previously, it has been difficult for the entire staff to access the information.” In 2003, ODI began a KTP project with London South Bank University. Ben Ramalingam, the first KTP Associate, began the project by interviewing staff about their work and the existing knowledge management systems in place. Using this information, he planned how ODI could develop a system to give access to shared knowledge. Ben implemented interdepartmental working groups and used appropriate incentives to ensure staff sharing. By turning the library into an information centre and producing a knowledge-and-learning toolkit, Ben set about breaking down the organisational and cultural impediments to knowledge sharing that existed within ODI.
Only once this breakthrough had been achieved could the second phase of the project begin. KTP recruited Paul Matthews in 2004 as the second Associate to install the IT systems designed by Ben. Paul is developing an intranet system and website content management system that will be adopted throughout the company’s international network. By developing this knowledge management system, ODI has reduced unnecessary duplication of work within the institute and is now extracting the maximum value from its knowledge. The intranet system will allow users across the globe to access knowledge, based on easy-to-navigate parameters such as country, sector, seminar theme, and previous tender. “A research institute like ODI is dependent on research contracts. This system enables us to reduce the amount of time taken to produce a tender,” said John Young, Knowledge Management Officer and second Industrial Supervisor at ODI. “This allows us to compete more effectively, to win more research contracts, and to boost our income.” The first of two articles on ODI’s KTP project was published in the Knowledge Management Magazine in November 2004. Co-written by Ben and Academic Supervisor Mikko Arevuo, these articles are testament to the success of the project and highlight the university’s range of expertise. London South Bank University is also currently redesigning the MBA course and these two articles are to be used as case studies for the knowledge management course.
The benefits of KTP also extend to the participating academics. Professor Vic Lane of London South Bank University, second Academic Supervisor on the project, explains the personal benefits he has derived from working on the project: “Working with an organisation of researchers is an excellent experience for me. I have been able to broaden my contact base and hone my commercial skills. I would highly recommend participation in a KTP project to other academics.” “Without KTP, it would have been near impossible for ODI to complete this project,” commented Peter Gee. “The ideas, resources, and support KTP provides were the catalyst for us. Though we knew this project was needed we wouldn’t have managed to implement it without the framework of KTP.”
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SUSTAINABLE ENERGY ACTION / RENEWABLE ENERGY IN THE URBAN ENVIRONMENT (SEA/RENUE) operates as a not-for-profit organisation in London. SEA/RENUE deals with the promotion and management of the sustainable use of energy, through practical advice and consultancy to organisations and businesses. They are dedicated to creating a sustainable future for London.
SEA/RENUE sought to develop in-house expertise that would allow it to successfully win Combined Heat and Power (CHP) feasibility study tenders. As the demand for CHP centres continues to grow in the UK, it is vital for their organisation to gain such knowledge. SEA/RENUE needed to develop complex software models to identify energy performance of buildings and to procure the expertise with which to efficiently use the software. A KTP programme was developed to provide the resources and skills that could help develop SEA/RENUE’s CHP capabilities. Dr. Tony Day, Director of the Centre for Energy Studies at London South Bank University, provided the knowledge needed for developing the software models used in CHP feasibility studies. Tony’s work, combined with the technical expertise of the KTP Associate, Luis Hinojosa, enabled SEA/RENUE to win two feasibility study contracts in Southwark and Merton. The studies have been completed and the projects are now in the early stages of development. Because of his work on the project, Tony was asked to sit on the board at SEA/RENUE. Serving as a board member, he networks with the key players in the London energy scene. By continuing to work on various projects on behalf of London South Bank University, Tony is enhancing the university’s reputation both locally and internationally. Luis’s work on the KTP project has been so successful that he was asked to present his research at the International Heat
Power Cycles (HPC) conference in Cyprus. His presentation created international exposure for SEA/RENUE and confirmed its dedication to research. A paper based upon his presentation is to be published in a well-known scientific journal, Applied Thermodynamics Engineering, later this year. Publishing its work will allow SEA/RENUE to boost awareness and improve its position within the domestic and international market. Senior Renewables Officer and Industrial Supervisor, Paula Kirk, explains, “We didn’t have the resources to carry out such a highquality project. Tony’s outlook has been really helpful - it is great to have an academic link. He has really been an extra resource, providing input from a number of academics with extensive knowledge in this area. He has encouraged us to publish our work which has really raised our profile.” “We have expanded our turnover significantly,” comments Chris Dunham, Managing Director at SEA/RENUE. “This is in part due to our activities in CHP, in which KTP has had a significant impact. We recently secured £6 million in grants for CHP-related work in Southwark from the EU and DEFRA. The project adds up to £25 million and we are the lead partners on this four-year project.” The KTP project has established SEA/RENUE as a specialist consulting firm. Following the programme, the company expects to take on more feasibility work independently, boosting its market share in this sector. Upon completion of the initial project,
SEA/RENUE is undertaking another KTP project with London South Bank University. The focus will be on developing new energy modelling software, to be used at the core of a new consultancy service. This second initiative will build upon the momentum developed in the first KTP project. “KTP has developed our capacity both in consultancy and software development,” concludes Chris Dunham. “The potential for us to expand this area of our business significantly, as well as delivering real projects on the ground, will meet our goals of making London more sustainable. I would have no hesitation recommending other businesses to investigate the ways in which KTP can help them to develop.”
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WRIGHT MACHINERY has been operating in the food handling and packaging industry for over 50 years. Serving niche sectors internationally, Wright provides conveyors, packaging machines, and support frames to food manufacturers. It also provides a variety of vibratory conveyor systems, specialising in intelligent product control.
In recent years, Wright Machinery faced several challenges. The increase in low-cost manufacturers from overseas has undercut its pricing and has increased competitive pressure. Manual output planning has reduced efficiency in the scheduling and planning of projects, and has caused problems when working under deadlines. In order to develop a competitive presence in the market, Wright needed to find a way to cut manufacturing costs. Wright began a two-Associate KTP project with London South Bank University in 2004, with the aim of lowering production costs and creating a planning system to effectively control the manufacturing and distribution process. The first KTP Associate, Ran Mendelewicz, was tasked with lowering production costs. Ran analysed existing vibratory conveyor designs and, by cutting excess parts and processes, reduced the price of production by £120 per unit. Wright expects this reduction in manufacturing cost to save approximately £72,000 per year. Ran then started to develop Wright Machinery’s future conveyors. These designs will enable Wright to secure higher margins. Three of these prototypes were showcased at an exhibition in Germany, building Wright’s international reputation and placing it at the forefront of conveyor manufacturing technology.
Ran also developed a revolutionary design for a new vibratory conveyor, which is now being patented by Wright. This conveyor costs less to produce and is more efficient than previous models. This design will propel Wright Machinery ahead of its competitors, cutting overheads and allowing the company to significantly improve the profitability of the business. Tim Moulsdale, Wright’s Engineering Director and Industrial Supervisor, comments, “We have stolen a march on the competitors through the use of new technology.” The second KTP Associate, Rosemary Thomas, analysed current systems for opportunities to increase production efficiency. She developed a master schedule of production that displayed all the jobs currently in progress as well as prioritising the order of their completion. In addition, she developed a sequencing procedure. By ensuring that everyone is aware of task scheduling, Wright massively cut costs in overtime payments and significantly improved its ability to meet customer deadlines. Efficient scheduling also meant that Wright did not accrue unnecessary manufacturing costs. Wright’s Financial Director, Angus Davidson, explains, “Rosemary’s tools have been crucial to our ability to complete deliveries on target. By implementing a tool for delivery forecasting, the sales team can now offer clients realistic delivery dates. This way, if customers need quick turnaround, we can pass some of the additional costs incurred onto the customer. Previously, we could not guarantee delivery and
therefore lost business. Additionally, improving the visibility of our manufacturing process has freed up cash, which allows us to focus on business development and attracting new customers.” Managing Director James Walsh comments, “The people KTP recruited are first-rate. Ran and Rosemary are bright and capable. They deliver on their commitments and resource themselves effectively and efficiently. They have become critical to our operations.” Based on their KTP experience, both Associates are currently pursuing MSc degrees at LSBU. James added, “We foresee a dramatic increase in profit following the project’s completion. The principle of KTP has been excellent and we are delighted with the expected outcome. For businesses embarking on a KTP project, the benefits are exponential.” Chris Dowlen, Academic Supervisor, reflects, “Working on this project has been hugely beneficial to my vocational development. Advising and receiving feedback on these projects has given me a unique insight into the manufacturing industry. As a result, I am able to continually increase my relevance to students, providing them with direct experience and industry contacts.”
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LONDON SOUTH BANK UNIVERSITY
BLUES CLOTHING LTD.
EUROTALK LTD.
SELECTION SERVICES PLC
Business: Manufacturer of clothing. Project: Development and implementation of a new softwarebased IT system, which will assist in controlling the design and manufacturing process, as well as organising the company’s finances.
Business: Manufacturer of language-learning software. Project: Development of a revolutionary new product, capable of delivering language-learning tools and content to mobile phones.
Business: IT hardware and software management services. Project 1: Development and implementation of new technology and software. Project 2: Design and programming of a complete IT system product.
CABLEDUCT LTD.
ENERGY AUDITING AGENCY LTD. Business: Provider of energy management software. Project: Development of state-of-the-art rapid energy modelling software, which will be incorporated into the company’s core product, producing the most advanced energy analysis tool available in the market today. Business: Renewable energy consultants. Project 1: Development of renewable energy source expertise. Project 2: Development of application models for hydrogen fuel cell Combined Heat and Power (CHP) installations.
GMJ DESIGN LTD. Business: Provider of computer-animated images to the architectural and design industry. Project 1: Development and implementation of new visualisation and graphic software tools. Project 2: Development of Geographical Information Systems (GIS) technology, to be used for creating highly accurate 3D computer modelling designs.
METAFOUR UK LTD. Business: Provider of software services to the travel and courier industries. Project 1: Design and development of new software products to facilitate expansion into larger courier markets. Project 2: Design and programming of a user interface software system.
SEA/RENUE Business: Renewable energy solutions consultants. Project: Development of expertise in Combined Heat and Power (CHP), to be used in developing new energy modelling software for the core of a new consultancy service.
TARGET PLASTICS LTD. Business: Manufacturer of precision plastic components. Project: Development of a new production system designed to increase efficiency and cut manufacturing costs.
Y AN
O T HE
ENERGY CONSERVATION AND SOLAR CENTRE
Business: Engineering consultancy firm. Project: Development of an expertise base in ground-coupled thermal technology, to be used in a new consulting service.
RS TNE R PA
DTI
Business: Manufacturer of cabling and trunking systems for the building services industry. Project: Introduction of new product design capabilities, calculated to reduce the costs of manufacturing key product lines.
FULCRUM CONSULTING
FUNDING
MEDIUM/LARG EC S OM R E N P T R A
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FINANCIAL INFORMATION
THE CENTRE FOR KNOWLEDGE TRANSFER
At London South Bank University, the main funding bodies of the Knowledge Transfer Partnerships programme have been the Department of Trade and Industry (DTI), the Department for the Environment, Food and Rural Affairs (DEFRA), and the Economic and Social Research Council (ESRC). Combined, these three organisations have committed over £3.27 million in grant funding towards this year’s active KTP projects at the Centre for Knowledge Transfer; investments from our company partners have totalled £3.79 million.
Head of Centre Nathan Burgess
In total, the Centre is currently managing funds for this year’s contracted projects in excess of £7.07 million. These significant financial investments from both private and government sources establish London South Bank University as one of the leading KTP Knowledge Base Partner institutions in the UK.
Deputy Manager Barbara Ellis Marketing Officer Pia Lo Finance Officer Marius Snyders Administrator Shirley Nicholson Telephone: 020 7815 6922 Facsimile: 020 7815 6915 Email: ktpinfo@lsbu.ac.uk Website: www.lsbu.ac.uk/ktp Website: www.ktponline.org.uk Design and Production wave, London Telephone: 020 7935 3741 ©2005 Centre for Knowledge Transfer, London South Bank University This report covers the year 1 August 2004 to 31 July 2005
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CENTRE FOR KNOWLEDGE TRANSFER LONDON SOUTH BANK UNIVERSITY, 90 LONDON ROAD, LONDON SE1 6LN TELEPHONE 020 7815 6922 FACSIMILE 020 7815 6915 EMAIL KTPINFO@LSBU.AC.UK WEBSITE WWW.LSBU.AC.UK/KTP