Robert Crawford Chief Executive, Scottish Enterprise

1
Robert CrawfordChief Executive, Scottish
Enterprise
2
Overall Objective and Approach

• A high employment, high income, inclusive and
  sustainable economy
• A local, national and international network
• Focussed on the customer
• Working with partners
• A catalyst for more/better/faster investment
• Intervening in many ways
• advice, intelligence, ideas
• connections
• finance investment
• Integrated for maximum impact

3
Scotlands Economic Challenge

• world class firms
• research base
• graduates
• key industries
• international reputation
• international cities
• rural environment
• identity/size

Strengths

• knowledge economy
• Technology
• Globalisation
• Consumers
• rapid change
• e-commerce

Opportunities
Threats

• price competition
• new players
• obsolete skills
• population change
• ageing
• migration
• global slowdown

• low productivity
• start-up rate
• business RD
• training invest.
• global firms
• excluded communities

Weaknesses
4
Policy/Strategic Guidance(A Smart, Successful
Scotland)
5
Setting priorities(Board Planning Guidance)

• Issues that most constrain growth potential
• e.g. Skills, innovation, communications
• Industries with the greatest sustainable growth
  potential
• e.g. Biotech, Creative Industries
• Areas that most need our help to realise their
  growth potential
• e.g.West/Central Scotland, crisis response

6
Close to the customerA local, national and
international Network
X share of local budget 2001/02

• National strategy/initiatives
• Sensitive to local conditions
• Globally connected

Budget (2001/02) Local 66
International/national 21 Network wide 13

7
Key projects and programmes

• Global Connections
• International Broadband Exchange
• Digital Inclusion Champions
• Ravenscraig regeneration
• Euro-Ferry
• BioDundee
• Pacific Quay
• Alba talent pool
• Global Scots Network

• Growing Business
• Proof of Concept Fund
• Intermediate research institutes
• Enterprise Fellowships
• e-comm advisors, first steps
• Key Clusters e.g. Biotech
• Alba, Microelectronics Test Centre
• PSYBT
• Seed Capital Fund
• Business Growth Fund
• Small Business Gateway

• Learning and Skills
• Careers Scotland
• Future Skills Scotland
• Modern Apprenticeships
• Investors in People
• Glasgow Works/Edinburgh Pool
• Biotech Colleges Consortium
• New Futures Fund

8
Landmark Initiatives for 2002

• New approach to Small Firms/Start ups
• Implementing Global Connections
• Learning and Skills Review
• Careers Scotland/Future Skills Scotland
• International Bandwidth Exchange
• Intermediate Technology Institutes
• Pacific Quay
• Seed Capital Fund
• A Leading 21st Century Economy

9
Lena WilsonSenior Director, Customer Relations

• Customer Focus

10
What its all about

• Getting more customers
• Delivering clear and consistent messages
• Satisfying and retaining customers
• Delivering a consistent standard of customer
  service
• Capturing and sharing customer intelligence
• Demonstrating value for money
• Achieving more with less
• Having a greater impact on the Scottish Economy
• An appropriate level of service for all customers

11
The Customer Relationship Strategy - The Guiding
Principles

• Easy to do business with
• Treat different customers as individuals
• Make SE more distinct in the customers minds
• End-to-end service - One Done
• Listen, log, share leverage
• Manage our relationships for the long term

12
The Customer Relationship Strategy - The Future
Vision
Web
Phone
Managing our contact with customers
CRM system capturing customer intelligence
Customer Segments
Customer Support
Visit
Marketing
Third Parties
13
Turning the Customer Relationship Strategy into
Action

• Values and Brand
• Consistent Customer Management
• Shared Services for Marketing and Communications
• Customer Relationship Management (CRM) System