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![12 nexus: summer 09 thriving through change
first service
Robert Johnston, Professor of Operations Management, explains why a recession is the best time to improve customer
service and how it can be turned to your competitive advantage.
Without a doubt recessions cause a lot So how do you improve service? There are
of pain and suffering. We have already two key ways. First, listen to your customers
witnessed many organisations folding (rather than talk to your customers) to
and hundreds of thousands of people see what it is they need from you. Many
losing their jobs and livelihoods. Many organisations over-deliver, causing
large and small organisations: retailers, car unnecessary costs. Others deliver what they
manufacturers, local shops, are struggling think customers need not what customers
with shortages of operating capital and actually need, thus missing opportunities
customers. to improve service and reduce costs. The
second, though less obvious, is based on the
For those of us lucky enough to be in Internal Service Rule ¹ ‘The level of external
employment these times can cause customer service will never exceed the level
apprehension and misery as senior managers of internal customer service.’ If you deliver
talk about uncertainty and the need to cut poor service to your internal customers there
costs even further. Some senior managers is little hope of your delivering great service
take the ‘equal misery’ approach, lopping to your external customers. If you and your
five or ten percent off all budgets making staff have to work hard to overcome the
everything five or ten percent worse. Others organisation’s culture and circumvent the
take a more focused approach getting rid organisation’s systems and procedures to
totally of activities and operations that don’t get things done, and/or your systems and
fit or add value and, importantly, protecting processes are lengthy and wasteful in terms
those that make the better contributions. of time, effort and cost, there is something
Many managers are forced to slash budgets, wrong with your systems and processes! The
result is disillusioned and frustrated staff and
higher than necessary costs. So why punish
the best way to cut costs your staff as well as your customers?
[in a recession] is not to cut provide you with an immediate competitive
Now is the right time to stop upsetting your
advantage. Secondly, and many managers
costs but to improve service. often forget this, the best way to cut costs customers and frustrating your staff and start
improving your services and the processes,
While making improvements is not to cut costs but to improve service.
While making improvements to your service systems and procedures that create them. If
to your service may require a may require a little investment, it will pay you do, your costs will go down.
dividends. Better service leads to greater
little investment, it will pay customer satisfaction, retention, and loyalty,
¹ Johnston, Robert and Graham Clark, (2008), Service
Operations Management, 3nd ed., FT Prentice Hall,
dividends and word-of-mouth recommendation then Harlow, England
brings in yet more customers.
freeze posts and lose others, cut back on staff However, it has to be noted, not all the author in minute
training, and freeze pay or even enforce pay organisations want their customers to return
cuts. As a result workloads increase and stress and reuse their service, such as fire and
and resentment builds. rescue services, accident and emergency Robert Johnston is Deputy Dean (Operations
and Finance) and Professor of Operations
wards, and for others customers have little or
Management. He formerly held posts including
It doesn’t take much working out to realise no choice, such as rail operators and water line manager and operations manager with
what the effect of all this is on customers; companies. So for these organisations, and several service organisations. Robert provides
reduced service levels, reduced services and indeed all organisations, there are other even advice to a wide range of private and public
staff availability, coupled with the misery more important reasons. Improved services organisations. He has global experience in
of dealing with disaffected staff. So why cut waste, reduce complaints and prevent executive education with leading companies
punish your customers? They are the ones rework, all of which can significantly reduce and has published over 150 books, papers
and case studies. He serves on the editorial
still buying your products or using your costs. Furthermore, better service makes boards of nine leading journals, is a member of
services despite the personal pressures they staff feel proud of what they do, and makes several international advisory boards and a vice
themselves may be under. their working life easier as they have to deal president of the Institute of Customer Service.
with fewer complaints and problems. This,
Counter intuitively this is the best time to in turn, can also reduce the costs of sickness, Research interests: service transformation,
try to improve the service you deliver to your absenteeism and recruitment. Happier staff service excellence, customer service, service
design, service recovery, complaint management,
customers. There are two key reasons. Firstly, enjoy their work more which rubs off on
and performance management.
other organisations are cutting back and the customers which continues the virtuous
their services may be deteriorating so it can cycle of customer satisfaction, retention…](https://image.slidesharecdn.com/summer2009-100526091239-phpapp01/85/Summer2009-12-320.jpg)
Uploaded byWarwick Business School
Summer2009
The Dean of Warwick Business School is stepping down after 10 years to take a new position in Singapore. In his final message, he reflects on the School's achievements over the past decade, including rising in various rankings and growing its student population, alumni network, and revenue significantly. The Director of Development and Alumni Relations discusses partnering with alumni to help the School connect globally and provide career support and learning opportunities. Alumni feedback was gathered and new initiatives are being launched, including a website, global conferences, and distinct funds supported by alumni donations.
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Summer2009
- 1. 1 Warwick Business SchoolAlumni Association magazine: summer 09
- 3. 3 message fromthe dean 3 In my last message I talked about the Distance Learning MBA ranks third in the world, our Doctoral ways WBS is helping to deliver the programme 12th and our undergraduate programme is University’s 2015 vision of taking us into consistently rated as one of the best, with our students being most the top 50 global universities, and how highly valued by employers. We can all take a great deal of pride in our international strategy is a crucial part these achievements and in the journey we have made together in of this process. In the current turbulent the past decade but I am also assured by the fact that the strength environment, it is therefore relevant that of the team will take WBS even further in the coming years. this issue of nexus focuses on thriving through change. During my tenure as Dean, I have been committed to enhancing the reputation of WBS around the world by my work with bodies Recent events in the global economic environment have caused such as AACSB, Equis and ABS. I have also made a financial us to think about our strategic objectives and we are making donation as I am convinced that such donations are imperative challenging decisions about our investments and our strategic to the School’s future. During my work with worldwide business priorities, but through all this we are also ensuring that we remain schools it has become obvious that the level of corporate loyal to our traditions of innovation and entrepreneurialism. WBS is sponsorship and alumni donations has a significant impact on a leader in Europe and a serious contender globally and in order to their competitiveness and global reputation. Your continuing secure this position we have been concentrating significant efforts support in this area will be crucial to the School’s ongoing into ensuring that WBS continues to improve in the business school success. rankings. We have been supporting this strategy by enhancing our careers support for students and alumni (see P16/17); working with WBS will go from strength to strength, I am sure of that. I know our faculty to improve both the status of their research and the that the Vice-Chancellor, Professor Nigel Thrift, will recruit a new media coverage of their expertise; and forging partnerships with Dean who will lead WBS in its next phase of global competition, overseas institutions and global organisations. addressing the strategic issues regarding the future direction of business schools which will be important to all of us. My thanks Next year I will stand down as Dean of Warwick Business School to all of you for your support during my very enjoyable and to become Dean of the Lee Kong Chian School of Business at rewarding tenure as Dean of this outstanding business school. Singapore Management University. I am proud to have served for ten years as Dean of WBS and to have worked closely with our alumni and advocates during this time. In partnership with you, we have enhanced the reputation of WBS as a top UK school, we have grown and strengthened its brand overseas and we have experienced significant growth. We now have a student population of nearly 7,000, over 25,000 alumni around the world and a turnover of £45 million, an increase of 300 percent in the past decade. Our contents In this edition of nexus we focus on thriving through change 4 Development and alumni relations 7 10 11 5 Alumni board 6–9 WBS news 10 Beyond the recession Sir George Cox 11 Building for the future Julia Evans 12 First service Professor Robert Johnston 13 Ventures in China KK Mui 14 The global crisis: threat or opportunity? 6 22 Professor Mark Taylor 15 Land of extremes Staffan Mattson 16/17 personal and career development 18 WBS development programme 19 Warwick Global Conferences: India 20 Mentoring pilot progress 21 Website launch 22–25 Overseas & UK event reviews 26/27 Alumni news and appointments
- 4. 44 nexus: summer09 from the Director, Development and Alumni Relations As we look to a change in leadership at WBS, I am reminded that faculty and staff will come and go but we the alumni remain the constant. This is why the School’s relationship with you, our alumni and friends, is so important. Hence, in November 2008, we wrote asking you to comment on our alumni programme and services. We also wanted to consult you in the ways you felt you could best support WBS. Thank you to all of you for your feedback. We share a desire to see Warwick and WBS advance globally, through recruiting the top faculty, addressing global issues and supporting our alumni through specific career services and relevant business community needs to be advanced As inferred by Professor Mark Taylor in and management learning. utilising new technology (as his article (P14) to see real improvements commented upon through Sir George we need to think as a whole organisation Through listening to you, we believe Cox’s article, P10). This will mean (or in our case as a community) not just there is a mutually-beneficial a newly-launched website over the as individuals. This is where real value relationship that can be exploited. summer, making information easily can be delivered. This means investing in We aim to help you connect, learn accessible and valuable, alongside WBS collaboratively. We have responded and develop; connecting you more structured alumni groups to your feedback as to where you feel geographically, by business and with formal alumni representatives, your donations should be directed industry, and with those at a similar particularly for our overseas chapters. through establishing three distinct funds career level; providing life-long learning This will be supplemented by high- as part of the WBS 2015 Development opportunities through making our profile global events, such as our Fund. See where you thought we should teaching and learning in business Global Conference Series, which be investing on P18. management and education relevant, launches in Delhi in November 2009. tailored and accessible; and through These draw together senior faculty, Thank you for your partnership. We look helping you to develop in your career, business leaders and policy makers to forward to working with you further, through specific careers support and debate current global challenges and and creating an even better mutually- our newly launched mentoring scheme. to advise our community on how best beneficial relationship. to exploit the current climate (see P19 The way we make our services for further details). Ben Plummer accessible to our global alumni Director of Development and Alumni Relations contact details Pam Barnes Development & Alumni Relations Ben Plummer In–house photography by John Weatherly Alumni Publications Officer Administration Director of Development and Alumni Association t +44 (0)24 7652 4396 T +44 (0)24 7652 2813 Alumni Relations nexus is the magazine of the Alumni Warwick Business School e pam.barnes@wbs.ac.uk E alumni@wbs.ac.uk T +44(0)24 7652 4188 Association, Warwick Business School University of Warwick E ben.plummer@wbs.ac.uk T +44 (0)24 7652 4306 Coventry CV4 7AL Alison Bond Ann Jackson United Kingdom Deputy Director, Development Development and Alumni Charlotte Wilkes The views contained in nexus are those t +44 (0)24 7652 2813 and Alumni Relations Relations Officer (International Associate Director, of contributors and not necessarily f +44 (0)24 7652 3719 T +44 (0)24 7652 4176 Affairs) Development those of Warwick Business School or the E alumni@wbs.ac.uk E alison.bond@wbs.ac.uk T +44 (0)24 7652 8197 T +44(0)24 7615 0075 University of Warwick W www.wbs.ac.uk/alumni E ann.jackson@wbs.ac.uk E charlotte.wilkes@wbs.ac.uk Design by Morse–Brown Design Kathryn Chedgzoy w www.morsebrowndesign.co.uk Development and Alumni Tracy Lynch Jen Young Relations Officer (Corporate Development and Alumni Development and Alumni Affairs) Relations Officer (Student & Relations Events and Office T +44 (0)24 7615 0515 Regional Affairs) Co-ordinator E kathryn.chedgzoy@wbs.ac.uk T +44 (0)24 7652 8487 T +44 (0) 24 7615 0171 E tracy.lynch@wbs.ac.uk E jennifer.young@wbs.ac.uk
- 5. 55 alumni board stories elsewhere in this issue are a currently actively involved, to engage testament to the power of the Warwick more fully with this great community experience, which can last for many of 25,000 people in 130 countries of years after graduation. the world. One of the things I treasure most from Finally, the Alumni Board, which my time at WBS is the group that I guides the strategic direction of our shared my WBS experience with, 120 Alumni Association, is looking to odd other people who committed a recruit a number of new members year to a full-time MBA course which this year. Membership is for an began in 1989. I’m still in contact initial period of three years, which with a significant number of them is renewable. If you are interested and 20 years on, have that bond of in putting yourself forward, or shared experience which feels quite encouraging a fellow alumnus/ undiminished. It’s great to receive alumna, who you think would emails from people on the other side effectively contribute to the Board, of the world who still appreciate that to apply, please contact Alison Bond, bond and want to stay connected even Deputy Director, Development and if that’s only virtually. From time to Alumni Relations (see details on P4). time groups of us still get together, and in a sense, when we do, the Gill Thewlis (FTMBA 1989–90) passage of time seems quite irrelevant. Chair of the WBS Alumni Board Keeping in touch with the School and Whether you are about to graduate with each other is even more vital in or whether you graduated some time these difficult times. Networks built ago and already keep in touch with at WBS are the foundation upon members of your class, we are looking which to share intelligence, news and for volunteers to co-ordinate this key opportunities to enhance your career activity. Every group had linchpin and those of others. Help and advice people who made things happen and can be readily available from those brought people together - if you were who have a shared experience and a one of those we’d love to hear from real understanding of the challenges you. Personally I’d like everyone who to be faced. has graduated from WBS over the last 41 years to be able to find someone The recently launched WBS career that they remember from their time services form part of that help at WBS, a friendly and known face to and advice, and the good news reconnect with, and, if they are not next issue Receiving nexus online The summer 09 issue of nexus will Listening to feedback from our alumni focus on Energy. If you work in the and demonstrating our commitment energy sector and would like to to sustainability, we will be offering contribute then please email the the alternative of receiving nexus editor: E pam.barnes@wbs.ac.uk electronically in future. If you are interested in advertising in There will be more details in the next nexus then please contact the editor issue and on our website. for more details. To view nexus as an eMagazine, go to w www.wbs.ac.uk/alumni/nexus Alumni board members at the Winter graduation
- 6. 6 nexus: summer09 WBS news WBS news As well as all the ongoing teaching of degree programmes and short Still with AIM, Dr Zoe Radnor, promoted to Reader with effect from the courses, topical affairs continue to be addressed by WBS – the current new academic year, has been appointed as one of seven AIM Fellows to financial crisis and recession, sustainability and CSR, management work on improving management practice. of resources such as water and telecoms, the growth of Asia and international business. Many MBA and MSc alumni will remember Francesca Coles. Professor Colin Crouch’s podcast explains how privatised Keynesianism Joining in 1986, she has just has led to financial meltdown and considers what changes are needed retired from WBS and the role of to resolve weaknesses in the global economy. This audio file is not Executive Director of the Warwick only on the Press Centre web pages of WBS, but also on Warwick’s MBA. She has a message for all website and YouTube, (where Warwick has a number of videos in the who remember her, ‘I have one top 20). On the same topic, Gerard Lyons, Chief Economist at Standard regret on retiring – that I couldn’t Chartered Bank, spoke at a WBS Forum on the ‘new world order’ that say a proper goodbye to the he sees emerging from the financial meltdown. thousands of alumni with whom I’ve had contact over the years. I Dr Jagdeth Sheth from Emory University in the US, one of the world’s have always taken a great interest leading business and marketing thought leaders, presented his latest in them, and am delighted to hear thinking at WBS as part of his UK tour, speaking on how the rise about their successes and the ways of China and India will impact the world and its implications for in which their MBA or MSc has marketing, strategy and international business. Francesca Coles contributed. I wish them well and hope they will keep in touch.’ The Industrial Relations Research Unit is the UK branch of the European Restructuring Monitor, an EU-funded information resource During the past year WBS Dean, Howard Thomas, has taken up formal run by the European Foundation for the Improvement of Living and Chairmanship of both the UK-based ABS and AACSB, and been awarded Working Conditions. IRRU’s findings that job loss announcements in as Dean of Fellows of the US-based Strategic Management Society. The the UK had suddenly and recently dropped sharply were seized on by SMS has over 2,000 members from more than fifty countries, with the Financial Times and other leading financial publications and web members including academics, business practitioners, and consultants. news sites as another sign that maybe the economy is on the rise out of Its work focuses on the development and dissemination of insights on recession. the strategic management process, as well as on fostering contacts and interchange around the world. Professor Alyson Warhurst wrote a robust and intriguing paper, published in Business Week and picked up by other influential media outlets, on how the ‘girl effect’ in the developing and third world ranking could help to lift countries’ economies faster than by ongoing aid donations. If young girls were educated and trained (instead of ignored The Financial Times Executive Education (non-degree customised or maltreated), they could find gainful employment, start their own courses for organisations) ranking appeared in May. WBS achieved a businesses, look after their own and their families’ health better, and rise of 10 places in the world, coming fifth in the UK. We were among pass on these improvements to the next generation, she argued. the highest risers in the world and highest of all in the UK. Taking into account the current recession, this was a wonderful performance. In the UK and Europe, Professor Martin Cave’s expertise on the future of broadband and telecommunications means he is a major player in influencing government policy, and his opinions and comments are frequently cited in both mainstream and specialist media. WBS staff Staying with Martin Cave, as well as his work in telecoms, his UK government commissioned work on two UK hot topics – social housing and the water industry – resulted in well-deserved recognition – an OBE for public service. Professor Robin Wensley, who combines part-time professorship at WBS with the post of Director Martin Cave of the prestigious ESRC-funded graduation AIM Research (Advanced Institute of Management), was announced as Companion of Honour of the Around 200 graduates and their families and friends gathered on Association of Business Schools. The award was given for his successful campus to enjoy the Winter Graduation ceremonies in January, promotion of business and management education, development and followed by a buffet lunch at WBS. research at national and international levels.
- 7. WBS news nexus: summer 09 7 postgraduates On our MA The WBS team of Lars P Myklebust, Don Corea, Usman Adam, Andrew degrees, two Lee, and Eivind Egeland Olsen, all studying for MSc Finance & students Economics, won the UK final of the third annual Global Investment achieved external Research Challenge, organised by the international and prestigious CFA recognition for (Chartered Financial Analyst Institute). excellent work. Emma Plant was awarded the annual TUC- Warwick Prize for Outstanding Attainment in Emma Plant Jennifer Green Employment Rights for her dissertation project, examining the development and implementation of disciplinary procedures in dispersed workplaces. Jennifer Green was Lars P Myklebust, Don Corea, Usman Adam, awarded the annual prize for Outstanding Attainment in Employment Andrew Lee, and Eivind Egeland Olsen Relations by the Engineering Employers Federation for her ambitious dissertation project on the presentation of strike activity in the British and German press. Her work integrated perspectives from the fields of A team of MBA students, Phillip Encarnação, Shanjoy Mairembam, employment relations and media analysis and required comparative Akshay Maheshwari, Kasmira Smarzo and Sarah Zareian received local fieldwork in the two countries. media interest in their ‘green’ project. They developed a new range of smoothies with ingredients supplied by supermarket Sainsburys, made Simulation software suppliers The Lanner Group sponsored a prize for using only pedal-powered machinery. The idea was to raise awareness the best consulting report of the Conducting Management Projects of the facilities and activities for the local community on offer from a module. Mateusz Dudarski, Stefan Kisyov, Amit Kukadia and Sadia nearby nature reserve. Zia Awan, taking the newly-launched MSc in Business Analytics & Consulting, collected a prize for their work on winter gritting in Cumbria for the Highways Agency, comparing costs of salting strategies and determining new gritting routes and spread rates. Lanner Group prizewinners Pedal-powered smoothies undergraduates The Reinvention Centre for Undergraduate Research at Warwick is Undergraduate consultancy projects are a great benefit to both part of a national HEFCE initiative to create Centres for Excellence students and corporate partners. Three groups have been working with in Teaching and Learning (CETLs), with the aim of integrating consultancy firm 7 Layer, who awarded prizes to the winning group for research-based learning into the undergraduate curriculum. WBS the best presentation. Team members were Prithvi Vijay, Dipen Shah, undergraduates Chris Porter, Matthew Roberts and Janie Shen won the Gurminder Randhawa and Shouyu Yan. best presentation award. Their work was the culmination of module Ethical Issues and Social Responsibility in Contemporary Business, led by Alessia Contu, where they reported on CSR activity at the University. programmes The new Global Energy MBA launched successfully in May, with participants from 15 countries covering the UK and Europe, North America, the Caribbean, Africa and Asia. The Learning & Resources Development team continue to provide a cutting edge service, with wbsLive the latest innovation. This is a desktop video conferencing facility available to all WBS staff, students and alumni, offering a virtual classroom environment with audio, video, application sharing and content display to anyone with a computer and an internet connection. Undergraduate research rewarded
- 8. 8 nexus: summer09 research review Dr Qing Wang, Dr Chris Doyle, Reader in Marketing Associate of and Innovation, WBS Centre for together with Management under co-authors David Regulation, recently Alexander of St completed a short Thomas University study in which he and John Lynch of highlighted concerns Paul Marginson Guglielmo Meardi Qing Wang Duke University, has Chris Doyle regarding pricing been awarded the proposals made by Professor Paul Marginson and Guglielmo 2009 Robert D Buzzell MSI Best Paper Award the UK electronic communications regulator Meardi, Industrial Relations Research Unit, by the Marketing Science Institute (MSI) in Ofcom. have key roles in a major new research project the US for their significant contribution to Governance of uncertainty and sustainability – marketing practice and thought and for the In his report he claims that some 800,000 challenges for employment, industrial relations, lasting value of their research to marketing potential new customers to broadband social and environmental policies in European executives. Their research on marketing of services in the UK over the next few years countries: funded under the European really new products was funded by MSI and may be priced out of the market. His analysis Commission’s 7th Framework Programme, published in the MSI report and subsequently was commissioned by Talk Talk, part of the and led by Professor Colin Crouch of the in the Journal of Marketing Research. Carphone Warehouse Group, which has been Governance and Public Management Group. arguing against Ofcom’s pricing proposals for Several categories of new technological sometime. Realisation of the three-year project rests on products, ranging from ‘really new products’ successful collaboration between researchers (RNPs) such as Blogs and streaming TV to The Centre for from 13 institutes in 11 countries. Paul is ‘incrementally new products’ (INPs) such as Small and Medium- jointly coordinating the research stream – flat screen TVs and DVD players, were tested Sized Enterprises, one of six within the programme – on the on a sample of 2,692 consumers. In four field in collaboration changing role of collective bargaining as a studies conducted in collaboration with the with Aston mode of, and the emergence of territorial CBS television network in the US, it is revealed Business School models of, labour market governance. that while novelty may create advertising and Birmingham Guglielmo is leading an examination of buzz, when it comes time to parting with University, has been Stephen Roper EU-level migration policies as part of the their money, consumers prefer the familiar successful in winning comparative policy studies stream. over the really new – especially when using a contract to work with NESTA (National the new product requires a behaviour change. Endowment for Science, Technology and the w tinyurl.com/moqudr Arts) as part of the Innovation Index project. Originally suggested in the Innovation Nation Andrew Sentance, Deborah Dean, White Paper, this WBS-led project aims to Professor of Associate Professor develop innovation metrics to represent the Sustainable Business, of Industrial innovation and value creation process in was recently awarded Relations, has ten UK sectors and identify related strengths ESRC funding for produced a European and weaknesses. Led by Professor Stephen a seminar series, Commission- Roper, Director of CSME, the project will be Climate Change – funded report for completed by September 2009. Andrew Sentance Managing the Policy Challenges. The Deborah Dean the International series will be organised jointly with Professors Federation of Actors Evidence for Sayantan Ghosal of Economics and John (FIA), a non-governmental organisation Management Whalley, University of Western Ontario representing performers’ trade unions, guilds Decision-making and Centre for International Governance and associations worldwide. (EMD) is a 24 month Innovation, Canada. study funded by the The report analyses findings from a Strategic Delivery The series aims to explore a number of questionnaire developed to survey performers Jacky Swan Organisation (SDO) mutually reinforcing policy initiatives needed in 21 European countries on the effects of of the National to establish and develop a more sustainable social identities (principally gender and Institute for Health Research (NIHR). The ‘low-carbon’ economy and society. A coherent age) on access to work, pay, content of work project focuses on the way in which NHS international political framework will need and career longevity, in film, television, managers use, or fail to use, relevant evidence to be established which binds the global theatre and radio. The questionnaire was to commission treatments and services for community into action to tackle climate available in four languages and the data patients. The project runs from April 2009 change. New technologies will need to be provide the first Europe-wide picture of the – March 2011, and is being conducted by a developed and promoted if economic growth working realities of performers’ lives. Despite multidisciplinary team of leading researchers and development is to be reconciled with a significant variation in cultural, institutional led by Professor Jacky Swan and drawn from ‘low-carbon’ future. Economic instruments, and sectoral frameworks nationally, the the Innovation, Knowledge & Organisational such as carbon trading or fiscal measures, findings indicate remarkable similarities in Networks research centre in WBS and will have a key role to play in changing the the concerns of women and men across the Warwick Medical School. behaviour of firms and individuals. This is different regions of Europe. part of the Low Carbon Society Initiative, w tinyurl.com/pqwsgh based at Warwick University. More information about WBS research can w tinyurl.com/o67fcg be found via the Press Centre in news and features w www.wbs.ac.uk/news
- 9. research review nexus: summer 09 9 The sources of management innovation: When firms introduce new management practices co-authored by Dr Michael J Mol, Associate Professor in Strategic Management, WBS, and Julian Birkinshaw, LBS, has been accepted for publication in the Journal of Business Research. Management innovation is the introduction Michael J Mol of management practices new to the firm and Paul Stoneman Glenn Morgan Simon Collinson intended to enhance firm performance. Building on the organisational reference group literature, this research shows Three WBS faculty members, Paul Stoneman, Glenn Morgan and Simon that management innovation is a consequence of a firm’s internal Collinson, are ‘named researchers’ in an Economics Department- context and of the external search for new knowledge. It demonstrates led successful funding application to the ESRC. A grant of GBP3.6m a trade-off between context and search, in that there is a negative effect for Warwick was announced to create a new Centre for Competitive on management innovation associated with their joint occurrence. Advantage in the Global Economy (CAGE). The new Centre will focus Finally it shows that management innovation is positively associated on how markets, institutions and public policies interact to create and with firm performance in the form of subsequent productivity growth. sustain competitive advantage in a changing global economy. hot off the press Images of the Operations and Process Management Multinational Firm Management: Principles consultancy: co-authored by and Practice for Strategic Boundaries and Professors Glenn Impact, 2nd edition Knowledge in Action co- Morgan, IROB, and by Professors Nigel authored by Professor Simon Collinson, Slack and Robert Andrew Sturdy, IROB, MSM, published by Johnston, and Stuart published by Oxford Wiley. This book Chambers, OM, and University Press. Draws addresses the debate Alan Betts, published on and integrates over the nature by FT Prentice Hall. theories of knowledge of multinational Inspires a critical and and social boundaries enterprises (MNEs) and analyses common applied mastery of the core principles and to reveal a picture of complex and shifting conceptions and misconceptions about their processes fundamental to managing business insider-outsider relationships. role. W tinyurl.com/p9ygxd operations.W tinyurl.com/r3kdq7 w tinyurl.com/o68twt Reforming the World Flying high in a Measure Solar System Bank: Twenty Years competitive industry co- Objects and Their of Trial – and Error by authored by Professor Movements for Yourself David Phillips (MSc Loizos Heracleous, by Dr John D Clark Industrial & Business MSM, published by (PhD Physics 1977–81, Studies 1968–69) McGraw Hill, provides DLMBA 2001–05) published by Cambridge insights into how published by Springer. University Press. From Singapore Airlines Instead of taking the first major effort to (SIA) has managed to somebody’s word reform the institution outperform other flag about the basic size to the time of the carriers for decades in and distances for the resignation of Paul an industry where it is notoriously difficult to solar system’s objects, Wolfowitz. W tinyurl.com/pko62j succeed consistently. w tinyurl.com/pcesju amateur astronomers can learn how to measure these things for themselves. w tinyurl.com/ryuzpr Strategic Customer International Business, Management: 5th edition co-authored by Professor Simon Strategy: No, thanks! Strategising the Sales Collinson, MSM, Setting the knowledge- Organisation by published by FT based organisation free by Professor Nigel Piercy Prentice Hall. Taking Lars Landberg (DLMBA and Dr Nikala Lane, a regional approach, 1999–05), published by MSM, published by this text challenges Lulu.com. This novel Oxford University some of the underlying approach to strategy Press. Focuses on the assumptions behind in knowledge-based transformation of globalisation and organisations describes the traditional sales focuses on both the dominant economies a strategic framework organisation into a strategic force leading the and the emerging markets in world trade. – the SNT Framework – strategic customer management process in w tinyurl.com/oghsvc based on the emergent companies. w tinyurl.com/qyem7q view. w www.larslandberg.dk/snt
- 10. 10 nexus: summer09 thriving through change beyond the recession Sir George Cox, past Chairman of the Design Council, and Chair of the WBS Advisory Board, shares his thoughts about the new era ahead and the exciting opportunities it will bring. The world may be tough, but it isn’t ending. sectors will recover at different rates. But Having adjusted to the economic downturn, recovery is coming. And just as companies businesses now have to prepare for life lagged behind the downturn so many will thereafter. And it will be life in a very different lag behind the upturn, missing out as a world. Economic growth has been brutally consequence. Like someone who has been interrupted but, looked at in the longer term, it wearing a rain-soaked raincoat for too long, hasn’t ended. they won’t realise when the sun has come out. Bruised and consequently risk averse, It has been widely projected that the world’s they will miss the opportunity to stake out economy will double in the first twenty years their position in an exciting new era. of the 21st century. Admittedly that was before the current downturn, but even if that And every day that era gets closer. In a highly projection slips back a year or two, that still uncertain future one thing is clear: there represents massive growth, resulting in an will be an abundance of new opportunities. increase in global wealth the like of which However, these opportunities will only go we’ve never seen. This growth is not planned to the quick witted, the creative and the by governments or fuelled by banks; it is enterprising. And we are not talking of some driven by enterprise (at every level) and by far-off golden future. The next generations technological advance. growth in the consumption of natural of Google, eBay, Microsoft and LinkedIn are resources or fossil-fuel derived energy. That’s being formed today. The case-studies we will These are irresistible forces: the first a fact of not a moral imperative, it’s a physical reality. explore and admire in ten years’ time are human nature, the second a fact of modern This in itself will create huge new markets. being mapped out at this very moment. life. It will create new markets and new As will the change in demographics in the industries. Just a decade ago, few people industrialised nations, with more and more Tomorrow’s winners are being shaped now. had started regularly using the internet and of our generated wealth being spent on Google was a fledgling business. Such dramatic things like healthcare and leisure rather than developments aren’t a feature of the past; they will be repeated and indeed surpassed in the goods. the author in minute coming years. Part of the problem of every phase in the Sir George Cox is the past Chairman of the economic cycle is that the behaviour of Design Council and the author of the Cox most businesses lags behind the change Review (on creativity in business) for the UK in conditions. Their response lags behind Innovation isn’t both the entry into the downturn and the government. something to be shelved onset of the recovery. But having adapted The ‘Cox Review’ produced a number of the business – particularly its cost base – to far-reaching recommendations, and attracted awaiting better times, it is match the circumstances, the next issue (for considerable international interest, with requests to speak in several countries around the world now that it comes into its the perceptive) is to look at where the short- and at the World Economic Forum in Davos. term opportunities lie. Markets may shrink own but they rarely disappear. The challenge is to Originally trained as an aerospace engineer, get more than your fair share of the market Sir George spent most of his career in the IT that remains. An eye for what the customer industry, both as a successful entrepreneur and But economic recovery will not be a matter really wants under such conditions, coupled as head of the European operations of a major of simply getting back onto an interrupted global corporation. with astute pricing and vigorous marketing, development path. As one executive put it, we can make all the difference. Innovation isn’t Prior to his role with the Design Council, he was haven’t just pushed the ‘pause’ button. Many something to be shelved awaiting better Director General of the Institute of Directors: the of today’s industries are going to be irrevocably times, it is now that it comes into its own. body that serves and represents the interests of changed by the current circumstances. At some 55,000 UK business leaders. the same, time new markets and whole new However, the really important thing is to industries that were already emerging are goinglook beyond the present situation, to the Sir George is currently a Board Member of NYSE- to become highly significant. Considerations Euronext (the group comprising the New York world beyond recession. When that comes Stock Exchange, the Paris, Amsterdam, Bruxelles like sustainable energy sources, efficient about is not certain. Moreover, ‘recovery’ and Lisbon Stock Exchanges, and the London transport and pollution are becoming real will not be a single event. Economic growth, Financial Futures and Options Exchange). He is issues, affecting political decisions, regulation, consumer spending, the stock market, also a Director of Shorts, the aerospace company. public attitudes and consumer behaviour. employment levels, the availability of credit and house prices are not unrelated He is a member of the University Council and It’s clear that the projected rate of economic chairs the Advisory Board of Warwick Business but they are not locked in step with one growth cannot be accompanied with a matched another. Different markets and different School.
- 11. nexus: summer 09thriving through change 11 building for the future Julia Evans (MMBA 1995–2000), Chief Executive of the National Federation of Builders (NFB), discusses the problems currently facing the construction industry and the measures the NFB is taking to ensure its members are fully prepared to meet and overcome them. One of the most exciting aspects of my of SMEs is bad business for UK Plc. The role is experiencing first hand how the UK sector provides the heartbeat for the construction industry brings together an construction industry. It not only delivers inspirational blend of craftsmanship and a majority of the work but also acts as a key cutting edge innovation. This fusion of contributor to local and regional economies, traditional skills and high-tech solutions is including firm commitments to training clearly illustrated in townscapes and skylines and apprenticeships and the use of local across the country; magnificent buildings supply chains which helps reduce the carbon helping to transform lives and providing the footprint of projects. homes, schools, hospitals and workplaces so relevant to all of us. Construction is vital to the UK’s economic recovery. A technically advanced, competitive I also see it reflected in our work at the and sustainable industry with a highly skilled National Federation of Builders (NFB). As the workforce will be needed to build for growth. construction industry’s longest established The NFB intends to be at the forefront of that trade association, with origins in the late drive. 19th century, we are proud of our long history. However, we are also a thoroughly So how did someone like me get to be doing modern business organisation. such an exciting job in such an inspiring industry? I think it is to do with opportunity and preparation and in no small way about Construction is vital to the opening up of possibilities created by doing my MBA and more particularly the UK’s economic recovery. my MBA at Warwick Business School. A technically advanced, That course of study was not without its but to even pass on the rate cuts intended to challenges. I had two small children and competitive and sustainable help them. a full-time job, however the modular industry with a highly skilled structure of the course made it possible. However, this does not mean that smaller Most stimulating was the exposure to the workforce will be needed to companies are destined for failure as wide variety of experience demonstrated by build for growth. The NFB changing conditions create winners as well colleagues on the course, some of whom as losers. We are putting all our efforts into have remained in touch and become friends. intends to be at the forefront ensuring that our members are fully prepared of that drive to meet and overcome the challenges they face. We provide advice, guidance and The experience taught me the art of the possible and that although I was a training to ensure they develop and retain public sector person I could travel across At the forefront of an industry which the competitive edge necessary to secure the boundaries with the only requirement being contributes almost 10 percent of GDP we business advantage they need to succeed. an open mind. And that’s the benefit of represent 1,500 builders and contractors – education; turning ideas into opportunity small and medium sized enterprises (SMEs) Key among our current campaigns is a drive and opportunity into reality, just like the – across England and Wales. In addition to ensure that SMEs are not precluded from wonderful buildings we see all around us! to providing specialist advice and business bidding for public sector contracts. The services through a network of eight regional growing trend towards bundling projects offices, we also lobby local, national and together to create large packages prevents the author in minute European government on a range of issues some SMEs from bidding as their turnover is to sustain positive trading conditions for often deemed too low for these mammoth Julia has been Chief Executive of the National members. contracts. This prohibits many capable firms Federation of Builders since January 2006. Prior from tendering for the work and, as the to this she was a Director of the Strategic Rail There is no doubt that the recession is taking public sector is construction’s biggest single Authority. its toll on the industry’s SMEs. Problems with client, restricts access to a large part of the late or non-payment and falling order books market. We need to retain a wider range of She has held board level posts in criminal justice have been exacerbated by lack of support contract sizes to ensure that the contribution (both police and probation) and in the health service where her key responsibilities focussed from banks. Even some robust companies from the SME sector is not undermined. on human resources. She holds a first degree with strong order books are going to the wall from the University of Wales, an MPhil from the because construction is deemed ‘too risky’ There are sound social and economic University of Nottingham and an MBA from WBS. by lenders who are not only failing to lend, reasons why neglecting the contribution
- 12. 12 nexus: summer09 thriving through change first service Robert Johnston, Professor of Operations Management, explains why a recession is the best time to improve customer service and how it can be turned to your competitive advantage. Without a doubt recessions cause a lot So how do you improve service? There are of pain and suffering. We have already two key ways. First, listen to your customers witnessed many organisations folding (rather than talk to your customers) to and hundreds of thousands of people see what it is they need from you. Many losing their jobs and livelihoods. Many organisations over-deliver, causing large and small organisations: retailers, car unnecessary costs. Others deliver what they manufacturers, local shops, are struggling think customers need not what customers with shortages of operating capital and actually need, thus missing opportunities customers. to improve service and reduce costs. The second, though less obvious, is based on the For those of us lucky enough to be in Internal Service Rule ¹ ‘The level of external employment these times can cause customer service will never exceed the level apprehension and misery as senior managers of internal customer service.’ If you deliver talk about uncertainty and the need to cut poor service to your internal customers there costs even further. Some senior managers is little hope of your delivering great service take the ‘equal misery’ approach, lopping to your external customers. If you and your five or ten percent off all budgets making staff have to work hard to overcome the everything five or ten percent worse. Others organisation’s culture and circumvent the take a more focused approach getting rid organisation’s systems and procedures to totally of activities and operations that don’t get things done, and/or your systems and fit or add value and, importantly, protecting processes are lengthy and wasteful in terms those that make the better contributions. of time, effort and cost, there is something Many managers are forced to slash budgets, wrong with your systems and processes! The result is disillusioned and frustrated staff and higher than necessary costs. So why punish the best way to cut costs your staff as well as your customers? [in a recession] is not to cut provide you with an immediate competitive Now is the right time to stop upsetting your advantage. Secondly, and many managers costs but to improve service. often forget this, the best way to cut costs customers and frustrating your staff and start improving your services and the processes, While making improvements is not to cut costs but to improve service. While making improvements to your service systems and procedures that create them. If to your service may require a may require a little investment, it will pay you do, your costs will go down. dividends. Better service leads to greater little investment, it will pay customer satisfaction, retention, and loyalty, ¹ Johnston, Robert and Graham Clark, (2008), Service Operations Management, 3nd ed., FT Prentice Hall, dividends and word-of-mouth recommendation then Harlow, England brings in yet more customers. freeze posts and lose others, cut back on staff However, it has to be noted, not all the author in minute training, and freeze pay or even enforce pay organisations want their customers to return cuts. As a result workloads increase and stress and reuse their service, such as fire and and resentment builds. rescue services, accident and emergency Robert Johnston is Deputy Dean (Operations and Finance) and Professor of Operations wards, and for others customers have little or Management. He formerly held posts including It doesn’t take much working out to realise no choice, such as rail operators and water line manager and operations manager with what the effect of all this is on customers; companies. So for these organisations, and several service organisations. Robert provides reduced service levels, reduced services and indeed all organisations, there are other even advice to a wide range of private and public staff availability, coupled with the misery more important reasons. Improved services organisations. He has global experience in of dealing with disaffected staff. So why cut waste, reduce complaints and prevent executive education with leading companies punish your customers? They are the ones rework, all of which can significantly reduce and has published over 150 books, papers and case studies. He serves on the editorial still buying your products or using your costs. Furthermore, better service makes boards of nine leading journals, is a member of services despite the personal pressures they staff feel proud of what they do, and makes several international advisory boards and a vice themselves may be under. their working life easier as they have to deal president of the Institute of Customer Service. with fewer complaints and problems. This, Counter intuitively this is the best time to in turn, can also reduce the costs of sickness, Research interests: service transformation, try to improve the service you deliver to your absenteeism and recruitment. Happier staff service excellence, customer service, service design, service recovery, complaint management, customers. There are two key reasons. Firstly, enjoy their work more which rubs off on and performance management. other organisations are cutting back and the customers which continues the virtuous their services may be deteriorating so it can cycle of customer satisfaction, retention…
- 13. nexus: summer 09thriving through change 13 ventures in China KK Mui (DLMBA 1987–91) whose roles include Director of Berry Bros. & Rudd Hong Kong, gives an insight into his business ventures in China and the reasons for the upward trend in the fine wine market. Starting off my career in banking, While wine sales are expected to fall in specialising in business consultancy, Europe, wine business in Asia is projected project and corporate finance, I have been to double to US$17 billion by 2012 and assisting MNCs in pursuing various business increase to US$27 billion by 2017, driven opportunities/ventures in China since the largely by China where economic growth, mid-80s, after attending a banking course at rising income and lifestyle changes have the Midland (now HSBC) Bank in London. led to a 360 percent increase in wine imports since 2005. By 2011, the Chinese While running from city to city project are expected to be drinking more than hunting and deal making, I began my studies 1.1bn bottles of wine or 828m litres of in late 1987, juggled through and finished wine a year, double the figure in 2007. every module, down to the final dissertation People are drinking rather than cellaring in 1991 – 3.5 years for my Warwick MBA! wines as investment – a more promising It was a challenge but also a bonus to study prospect when people could enjoy wines as alongside my daily work. I remember when consumables. Prominent wine merchants I was assigned to an MIS project beside my and auction houses have been flocking over regular banking deals, I could apply the to grab a slice of vibrance. relevant knowledge freshly learned from Warwick and could handle my annual Life is an ever-learning process and there business plan in a more succinct way! is no guarantee of success. In order to survive or thrive, one has to be close to the customers, building not only on conventional infrastructure like In a growing market with temperature-controlled storage facilities opportunities and challenges for the wine trade and attention to detail, but also a good grasp of technological coming from different advancement, cementing an effective bridge directions, we need to be between products and consumers, aspiring to domestic enterprises and MNCs such as customers’ desire and loyalty, converting responsive to the shifting Honda, McDonald’s, Absolut Volka, Puma into repeated sales. landscape and market and Microsoft. In a growing market with opportunities demands On the Hong Kong front, I have been and challenges coming from different co-operating with Berry Bros & Rudd, directions, we need to be responsive to the the oldest and most prestigious wine shifting landscape and market demands, Leveraging my strengths in consultancy merchant in the UK, since 1999, right after making sure our offers match customers’ and financing, I set up my company in my duty free endeavours in the 90s. It is requirements. Survival is contingent upon 1995, offering services to MNCs for market a business hinging on fundamentals like prudent allocation of limited resources entry and set up in China. My first clients brand building, customer loyalty, product to businesses sustainable on the merits of included Nortel, Chubb, Select Service knowledge, and proper management of generating tangible returns. We should not, Partners and Aer Rianta. The main focus stocks and cash. We distinguish ourselves however, forego Research & Development as the work transpired was predominantly with our capability to deliver a reliable and as innovation can effectively make a airport commercialisation projects involving well-managed wine investment service. competitive differentiation. But R&D must duty free shops, restaurants and even be initiated after proper project assessment, aircraft parts. In the late 90s, because of new Hong Kong’s removal of import duties pushed through with disciplined process, engagements in some private equity deals on wine in February 2008 has brought and closely monitored on the basis of in the US, I had my first encounter with about sweeping changes in the fine wine investment outlays vs monetary return internet businesses. market, further positioning HK, being the within a prescribed timeframe. gateway to Asia, as one of the top three The past ten years or so have seen me fine wine trading hubs in the world after My future lies in the fun and challenge of focusing my efforts on brand building and London and New York. It is a good time to realising dreams through perseverance and bringing merchants to target consumers. be a wine lover/investor in HK as the city is stringent discipline in risk calculation, the My venture in China, equipped with a ready promoting wine as a well-being product and skills that I learned from my MBA and real- mobile-internet infrastructure, converging removing wine duties. The UK, on the other life experience – from concepts to down-to- with conventional advertising and PR hand, is proposing to plaster bottles with earth operation management, supplemented services, has been providing tailor made health warnings, and is increasing duties to by the right financial discipline, ensuring or ‘one-stop solution’ marketing services unprecedented levels. sustainability in the face of chaos.
- 14. 14 nexus: summer09 thriving through change the global crisis: threat or opportunity? Professor Mark Taylor highlights the opportunity for change offered by the current financial crisis. President John F Kennedy once remarked how much government intervention, how in a speech that the Chinese word for much taxation? And sociological factors, ‘crisis’ is composed of two words: ‘threat’ by driving the way we view each other and and ‘opportunity’. Whenever I run this by our relationships within society, may have Chinese friends and acquaintances, however, a crucial bearing on the patterns of demand they tend to peer at me with a somewhat going forward: who will be buying what – bemused expression, which suggests that and where, when and why? this rather charming ‘factoid’ may not in fact be true at all. Nevertheless, it does strike me In my experience human beings are often as a reasonable strategy to think of a crisis improved by hard times and personal crises; as a decisive turning point and therefore an it may be that organisations, economies opportunity for change. If properly managed, and societies are the same. Within an change may lead to positive outcomes; if organisation, crisis can create a sense of improperly managed, it is likely to be a urgency and an appetite for constructive negative force. This applies at various levels. change, but the opportunity will be lost unless it is seized. In my experience human Effective leadership is about seizing that opportunity by developing a vision of where beings are often improved the organisation could and should go, by hard times and personal focusing the organisation and implementing the right strategic changes in order to crises; it may be that organi- achieve that vision. It is about perceiving the sations, economies and change for the better there is possibly no better time to do it than during a crisis. Crisis opportunity and dealing with the threat. societies are the same can be used to create a sense of urgency and common intent within an organisation that can be lacking during easier times. Now is the the author in minute At the level of the whole economy, the time to make those difficult decisions that current financial crisis has revealed the were easier to postpone during the boom. Mark Taylor is Professor of International Financial need for some changes in the way financial Now is the time to focus on key strengths and Strategy at WBS and a Managing Director of BlackRock Global Investors, where he is the markets are regulated. This does not mean, targets. Now is the time to ask fundamental European Leader of the Global Market Strategies however, that we should automatically questions about institutional identity: who Group. conclude that capitalism is doomed. When are we and where do we want to go? all is said and done, capitalism has served Previously the Schroder Fellow at University the world remarkably well over the past Crisis is a form of stress test on an College, Oxford, Mark has also been Professor couple of hundred years in terms of reducing organisation’s culture and structure. In large of Finance at Cass Business School, at Liverpool University and at Dundee University, and Visiting poverty and raising living standards, while organisations, this may have the effect of Professor of International Finance at the Stern experiments with non-capitalist systems bringing the various business units closer School of Business, New York University. He have either failed or have been adapted together in an increased spirit of shared also spent five years as a senior advisor at the to a modified form of capitalism (as in purpose. Or it may raise questions about International Monetary Fund, Washington DC, China). But clearly there are lessons to be whether the various units hang together worked as a financial economist at the Bank learnt. For example, there is a need for properly. Would some business units be of England and began his career as a foreign increased transparency in the use of financial better aligned with new owners? Should we exchange trader. instruments so that risks can be properly use this opportunity to acquire new business Mark has consulted for various financial firms, assessed and priced; and it may be sensible to units from other organisations? including JP Morgan Chase and Putnam think about ways of dampening asset price Investments, as well as for the World Bank, bubbles when the economy is booming. But Positioning for the post-crisis world is the International Monetary Fund, the Bank any such regulation must be intelligent and not straightforward and requires careful of England, the Department for International focused. scenario analysis from a range of different Development and the European Commission. He was also a part-time Special Adviser to two perspectives. Financial and economic members of the UK Cabinet and Director of a At the level of an individual organisation, commentators on the current crisis have a £5 million research programme for the Economic it is crucial to position the organisation tendency, in my view, to overlook the wider and Social Research Council. strategically, both to withstand current issues relating to political and sociological adverse conditions and to be ready for the factors. Political factors will determine Research interests: international finance, post-crisis world. This, of course, is easier many of the parameters within which the financial markets, asset pricing, active portfolio said than done, but if an organisation is to organisation operates: how much regulation, management, strategic management.
- 15. nexus: summer 09thriving through change 15 land of extremes Staffan Mattson (DLMBA 1998–2002) CEO of Ikano Finance Russia, recounts his experience of working in Russia and the challenges involved. In Russia everything is warm or cold, big or should not completely collapse last year. small, black or white. It’s either or, you are Foreign investors left or were made to leave. rich or poor, and there is very little in between. The stock market crashed and went down Russia is the biggest country in the world, with 70 percent between July and December. an area of 17,075, 200 square kilometres and The RUR depreciated more than 50 percent covers approximately one-sixth of the world’s against the dollar in seven months. land area. It is a country with 11 time zones that has the world’s longest domestic flight of 8 For most banks the immediate negative hours from Moscow to Vladivostok. effect was funding rates increasing from 11 to 25 percent in three months. The booming Russia has 144 million inhabitants but a consumer finance market came to a complete decreasing population. The average life halt and I realised the virtues of long-term expectancy for women is 72 years but for men strategies and having a strong owner. only 57. Moscow, the amazing capital, has officially around 12 million inhabitants and To be a foreigner working in Russia is in no more than 4 million cars. To quote Winston way an easy task. I was given advice early that Churchill; ‘Russia is a riddle, wrapped in a still helps me: ‘get used but never accept’ and mystery, inside an enigma’. I think to a large degree this encompasses what it is like, fascinating and rewarding but always very challenging. Despite all the doom and Despite all the doom and gloom, I think that gloom, I think that the future the future looks very encouraging. IKEA, our business partner in Russia has opened looks very encouraging 11 stores, some of which are already on the Being Swedish and based in Moscow top-5 turnover list globally, and continues to unfortunately meant that I temporarily have optimistic expansion plans. When I first came to Moscow in 2004 I was lost contact with fellow alumni and I am completely fascinated by the atmosphere in therefore very pleased about the recent Our aim is to take advantage of the recession the city. The capitalism was very evident and establishment of a Warwick alumni group and further develop our business. In a for me it was what I expected Klondike once in Moscow. The first meetings have already fraction of the time it has taken to build was. Having lived in Moscow for three years resulted in interesting contacts and I look similar volumes in Europe, we have the now, I am still fascinated by the fantastic forward to building on this very good potential of doing the same in Russia. Then opportunities to do business here but also very initiative. again, why wouldn’t we, this is Russia, the aware of the challenges Russia as a nation and land of extremes. Russian people face. Ikano was originally a part of IKEA, but is now owned by the Kamprad family. The I started my studies at WBS in 1998 when I Ikano Group owns and develops competitive the author in minute joined the distance learning programme, as I and profitable niche companies in the areas felt I wanted to broaden my knowledge after of finance, real estate, asset management, ten years of working in different management insurance and retail. Ikano established the Staffan joined IKANO Finance Russia as CEO in 2006. Prior to that he was Head of positions. I knew part-time studies in parallel Russian business in 2006 and I moved to Business Development, Sales & Marketing and to full time work would be challenging and Moscow permanently as the first and only Controlling, for Ikano BA Finance. for me it was very important to invest my employee. time in something that was worth the effort. His previous roles were in the building & WBS turned out to be what I was looking During the first three years of business we construction, real estate and finance sectors: for. The MBA programme gave me a business have hired more than 200 people, sold more Deputy Managing Director of Karl Ljungberg & Co AB; CFO of Fastighets AB Briggen; Director, knowledge and business confidence that has than 150,000 credit cards and we are now Securum Denmark A/S; and Key Account been invaluable for my career. already in our second joint venture with an Manager at Securum Finans AB and Nordbanken. international bank. When I look back, the My studies also helped me to build a network last three years have probably been quite As well as his Warwick MBA, Staffan also has an that made studying more enjoyable and extreme professionally, but also something MSc in Business Administration and Economics improved the results. Cooperating with my I have found very enjoyable and extremely International Business programme from Lund local study group was very valuable and had developing. University. it not been for job postings abroad we would probably have realised the entrepreneurial Russia would not be Russia if after a long ventures we were planning at the time. period of outstanding growth the economy
- 16. 16 nexus: summer09 thriving through change personal and career development Over the past two years the Personal and Career Development What are the new services and how would someone use them? (PCD) team at WBS has been growing, developing new services Carol Rue, Director of Personal and Career Development, and improving partnerships with employers. explains: With nine staff members covering everything from career The pilot services are comprehensive and include career coaching, skills sessions and service development to consultancy consultations, executive coaching and online interactive project sourcing, employer engagement and employment modules. We designed them to be flexible so participants can events, the team is focused on providing career solutions across enter at any point and use all the parts or hand-pick the aspects the WBS community. that fit their needs and budget. One route might be to undertake a free Career Health Check The PCD team with a member of our team, who would assess your needs, give (top to bottom) advice and direct you towards the most appropriate service for Richard Wilcock you. If you have a specific issue you want advice on such as your Leon Richards CV or you want interview practice a Career Consultation is ideal. Cara Curran Carol Rue For those who want in-depth learning in a targeted area we Ian Swann have four online modules, Managing Career, Marketing Self, Lucy Meredith Managing Self and Managing Relationships. As a delegate Linda Butler you would attend three online seminars and undertake self Donna Shannon assessment, homework and coaching to maximise your learning and convert it into an action plan. Our Executive Coaching panel is on hand to provide personalised career support. The panel of professional coaches has experience across a range of industries. All this is supported by a web site offering career information and access to a range of resources like Executive Grapevine, a database of senior leaders and executive recruiters. Why were these services developed? We developed the services in response to feedback about our careers provision and the growing need to support alumni as you progress your careers. We carried out a study including surveys, benchmarking and trials of workshops and coaching to find out what our alumni community really wanted. We received some great feedback that we fed into our service development and, after a great deal of hard work and investigation, I strongly believe that the services are best in class and align WBS to other leading global business schools. Who do you think can gain? From career planning, accessing career tool kits, developing and Push your career forward marketing your personal brand to influencing skills, managing Surviving, let alone thriving in an economic crisis is no mean relationships at work and achieving a sustainable career, the feat but a new range of pilot career services, accessible from services we have developed have something for everyone. anywhere in the world, aim to give our alumni the skills and support you need to take your career to the next stage. To arrange a free Career Health Check or find out more about To see a price list and access the services visit our the services call t +44 (0)24 7657 4862 or e pcd@wbs.ac.uk online shop w www.wbs.ac.uk/careers/alumni/shop
- 17. nexus: summer 09thriving through change 17 SPOTLIGHT – Using WBS talent to thrive It is an understatement to say that this year has been tough Top tips for job hunting in a recession across many industries but organisations in the know are using WBS talent to innovate and thrive. • Be prepared – don’t wait until you need your CV or to develop a new skill set before you take action. Emma Leon Richards, Recruiter Relationships Manager at WBS says: Ford, Career Coach and Managing Career tutor says ‘Given the current economic climate external hiring is down across ‘Being prepared ensures you can manage your career and most industries. This has lead to organisations using MBA internship future, whatever circumstance you find yourself in. Putting programmes and consultancy projects as a primary source of together a new CV after being told you have lost your job is recruitment. Astra Zeneca is predicting a 40 per cent reduction not the best time to convince an employer of your talents.’ in hiring this year. When they recruit, their focus is on quality so they are starting a European MBA internship programme. DHL • Know yourself – what is important to you? What are your commented that ‘the majority of external hiring will be done through values? What countries would you work in? What level our internship programme this year’ do you want to reach? These are all things you need to consider before you start your search. ‘Consultancy Projects and internships are an ideal opportunity to road test the global talent on offer at WBS. It is a testament to this • Identify your strengths – what are you good at? What process that, as well as welcoming back recruiters like PepsiCo and is your unique selling point? What will set you apart? DPWN, we have worked with new contacts like Rolls Royce, Diageo Focusing on what you have to offer will improve your and IBM. Recruiting at WBS year after year means that a long term confidence and ensure that approaches you make are talent pipeline is secured.’ tailored. Ben Lamont, Talent Acquisition Manager at PepsiCo comments: • Have a plan – job hunting can seem overwhelming so ‘Our work with WBS allows us to explore new sources of talent. having a plan is important. Visualise where you want to be We know we are assured of finding individuals who offer academic success, a passion for learning and a number of years of experience. and think of the steps you need to take to get there. We truly value fresh perspectives, diversity of backgrounds and experience and hold the fundamental belief that this is imperative to • Research – you know yourself, your strengths and you have the continued growth and success of our business.’ a plan but how much do you know about the companies you are approaching? Use the internet, press, formal To find out what your organisation can gain from working with and informal networks. Network, speak to friends, other WBS contact Leon Richards, Recruiter Relationships Manager members of the alumni community and join professional T +44 (0)78 2454 1021 e leon.richards@wbs.ac.uk interest groups. • Market yourself – you are a brand in a global marketplace. START YOUR CAREER JOURNEY Your CV, cover letters, emails, appearance and how you interact are extensions of your brand. Consider how CAREER HEALTH CHECK FREE CAREER CONSULTATION – £50 others perceive you. Does it match how you want them to Free session where you can A one-to-one session with discuss your background, aims perceive you? Close any gaps and maximise brand you! a qualified Career Coach. and options with a member of Ideal for dealing with specific the team. You will signposted issues such as reviewing and • Stay focused – job hunting can be difficult and time to the most relevant services advising on CVs, interview consuming so focus your efforts according to your plan. and resources for you. advice and practice and looking Achieving your ultimate goal may involve a number of at your career options. You small steps; don’t discount contract, temporary and will be advised on next steps voluntary positions that may give you the experience you and signposted to relevant resources. need. • Stay positive – you may have to make a number of RESOURCES AND SERVICES applications before you get an interview and not every interview will result in a job so be realistic. It is easy to WEB RESOURCES ONLINE MODULES EXECUTIVE COACHING become despondent but look at what you have to offer FREE FROM £295 FROM £175 and remember that you have a qualification from WBS that Online resources 4 tailored modules, Work with a qualified will stay with you for life. giving information each consisting of Executive coach from on CV writing, 3 online seminars, our panel to assist • Seek advice – need more support? Contact the PCD team interviews, the self-assesments and you in reaching your global job market coaching sessions to career goals. Sessions to discuss the services on offer to you. and self-assesment. ensure participants last 90 minutes and gain the most from you can buy 1, 3 or 6 T +44(0)24 7657 4862 E pcd@wbs.ac.uk the module. sessions.
- 18. 18 WBS developmentprogramme Invest in your future by investing in Warwick Business School ‘Education is for improving the lives of others and for To achieve this, and in response to feedback from alumni and friends, we have launched the Vision 2015 WBS Development Fund. leaving your community and world better than you found The fund has three key areas critical to success in becoming a leading it.’ Marian Wright Edelman global business school by 2015. Supporting the development of WBS is an investment in your The Faculty Fund future and in the future of your organisation. You may have already Investing in developing WBS faculty, recruiting the best academics experienced the benefits of an investment in a WBS education; investing from around the world to enhance our thought leadership and in WBS now will enable the School to continue to bring value to you influence global policy and decision making. and your future beyond your individual achievements, not to mention future students regardless of background. Furthermore, by helping WBS The Talent Fund create the next generation of business leaders you will be changing lives Investing in the brightest young minds through scholarships to by providing world-class education to the brightest minds. provide tomorrow’s workforce, business leaders, and WBS advocates. Your contribution, of any size, will support WBS to: The Community Fund Investing in a physical environment where the space and facilities • Compete with the worlds’ best business schools are readily available to support effective collaboration, thought • Ensure our long-term future leadership, and the development of new ideas in teaching and • Challenge minds and change lives. learning. Gift Aid ‘I didn’t have to think twice If you have paid UK income tax or capital gains tax on the about donating to WBS. money you have donated, the University of Warwick can claim Throughout my career I’ve Gift Aid on your donations. This will allow WBS to receive an worked in roles that bring extra 28p (at time of printing) in tax from the HM Revenue & academics and business Customs for every £1 you donate, at no additional cost to you. together and have seen the benefits from this time and If you pay a higher rate of tax you can claim higher rate relief time again. Having studied on your donation by entering the donation in the gift aid box the Warwick MBA, I also on your self assessment tax return. know first hand the value of a world class business The Higher Education Matched Funding Scheme education. By supporting In August 2008 the Government launched the UK’s first WBS I am helping to assist Matched Funding scheme for Higher Education. The purpose talented people achieve their of the scheme is to encourage philanthropic giving to dreams and bring their skills universities and colleges. It is hoped that the scheme will help back into business as I have bring a durable change of greater public giving to higher done – we all should – look education. what can happen!’ Both donations received from individuals or organisations Dr Frank Craig who have not previously contributed to the University and MBA (Warwick) increased donations from existing donors will qualify for Chief Executive Officer matched funding. The University can claim £1 for every £3 Life Sciences Consultancy Ltd donated plus a percentage of eligible Gift Aid. WBS Donor How to give Further details can be found in the How to Further information is available via w www.wbs.ac.uk/about/development donate brochure within nexus, which also this link, but the WBS Development T + 44 (0)24 7652 2813 includes a donation form. & Alumni Relations team would also E development@wbs.ac.uk love to speak to you whether you You can also give online via the links on our would like to make a suggestion, find website to give a gift instantly via debit or out more about getting involved with credit card to the University of Warwick in WBS or have any questions about support of WBS. making your donation.
- 19. WARWICK GLOBAL CONFERENCES INDIA RESPONDING TO CHANGE THEINDIA HABITAT CENTRE, NEW DELHI, INDIA SATURDAY 14 NOVEMBER 2009, 9.30AM www.wbs.ac.uk/go/wgc The Warwick Global Conference series provides an opportunity for global business leaders, policy makers, and academics to examine some of the most critical issues affecting business, economic and social growth through the lens of the host nation UNIQUE OPPORTUNITY SPEAKERS INCLUDE TAKE YOUR PLACE Learn from business leaders and policy Sarthak Behuria All WBS Alumni are invited to attend this makers in India and globally Chairman, Indian Oil Corporation prestigious event at a special discounted President, World LPGas Association rate. Places are limited so book now to avoid Debate critical issues affecting society disappointment. and the global economy Dr Ramesh Mashelkar President, IChemE Challenge current global business President, Global Research Alliance methodologies and ideologies and their impact on our social and Chris Oberoi economic environment Managing Director, Goldman Sachs, India For further information or to find out Interact with influential peers in Dr Rajendra Pachauri about sponsorship opportunities, academia, business, and Government Director General, TERI & Chairman, IPCC please visit the conference website D. Shivakumar www.wbs.ac.uk/go/wgc Managing Director & Vice President for Nokia India Professor Mark Taylor Professor of International Finance, WBS Professor Nigel Thrift Vice Chancellor, University of Warwick
- 20. 200 2 mentoring pilotupdate WBS successfully launched its mentoring All participants will be surveyed for formal Tuan Nguyen, a current distance learning MBA programme on 26 January. 58 alumni and feedback at the beginning of September student embarking on his second year at WBS, students are currently supported by 33 to give both groups the opportunity to tells of his experience of the programme so far. mentors spread over 16 countries worldwide, determine the benefits, aims, practicalities using face to face, email and telephone and objectives achieved in their relationship. Since embarking on the Distance Learning MBA media to maintain regular contact. in 2008, I have been actively searching for a mentor in the area of Operations Management. A live online conferencing system, first Based in Vietnam and taking the Distance used by WBS in 2007 to deliver programme Learning module, I see the importance of the content for the distance learning MBA constant connection with the other side of programme, is also being trialed as a the world in terms of mind thinking. Peter Summerfield and I have been connected through potential means of communication for this the WBS mentoring program and I was surprised pilot. Currently it is part of the package how quickly it had happened. available to MBA students used to promote online delivery of teaching and learning, So how does it work? As a mentor, Peter primarily aimed at group or ‘classroom’ challenges my thinking. When I have an idea, he discussions. This system was made available always has many opinions on different aspects for the pilot on a trial basis and used for of it. This keeps the ideas being exchanged online delivery to applicants unable to back and forth and through that I find my own attend the induction on campus in January. answers, be it relevant to daily professional work, Demand for the pilot programme was high management issues, or leadership skills. Peter Summerfield and this led to the School extending its pilot I feel our mentor – mentee relationship reached intake to encompass a further 18 applicants the turning point when I came to WBS for a and 15 mentors who were inducted on 26 seminar and we met face to face for the first June. time. Fortunately, it did not take long for us to find common points and it appeared that our The steering committee, led by alumnus personal interests quite match. Peter took me to a Peter Summerfield, has met regularly church where Winston Churchill was buried and since the January induction to discuss delivered a leadership lesson right on the spot. and monitor progress. This group has also Now that was memorable! formed a support network to offer guidance to all mentors, in particular assisting Tuan works for Nortel Networks Asia, based more recent graduate mentors and those in Vietnam, being responsible for Logistics mentoring at a distance. Operations for Vietnam, Thailand and the Tuan Nguyen Philippines market. undergrad update The Warwick Business School Society (WBSS) has been the leading of 2009/10; it holds many surprises! We encourage you to become society throughout the University of Warwick for the past decade. part of the loop, explore your potential and open your eyes to the We have recently redefined ourselves from being a commercialised business opportunities available. society to one of ‘corporate elegance.’ Both our corporate and social events far exceed the expectation of our partners and Join WBSS at w www.wbss.co.uk ...‘the sky’s the limit’ would continue to provide our members with a solid ground for networking opportunities coupled with a dynamic environment for Oliver Sabga, WBSS President 2009/10 entertainment and a sense of professionalism. 2nd year BSc Management Sciences Who ever said university students can’t be entrepreneurial without actually being entrepreneurs? WBSS is proud to boast that our Forum, which was held on May 1st, was a great success. Speakers ranged from leading mortgage practitioners to successful entrepreneurs and famous BBC TV Dragon’s Den winners like Levi Roots. Our members were given the opportunity to interact with all our speakers and learn very valuable lessons on how to protect themselves or their business from macro- economic shocks such as the one we are faced with today. If you weren’t there, you should have been! WBSS forum panel: Tim Powell, Minerva; Pratik Dattani, Deloitte; WBSS would like to give you a heads up for the future. Whether you Margi Levy, WBS; and Stephen Archer, Spring Partnerships are a competitor or a member, brace yourselves for the academic year
- 21. 21 21 new alumni website coming soon In response to the recent alumni survey, and building upon the desire communicated through the new website, making available to you not to be a world-class business school and alumni association, we are only our services and opportunities but also the areas in which you pleased to announce the launch of our new WBS alumni website this can become involved and give something back to the School. summer. The changes to the website do not stand alone but complement other The WBS Development and Alumni Relations team wishes to express developments and improvements of our offering to alumni and to you our alumni, friends and students, the mutually beneficial students. These developments are in a number of areas, including our relationship you have embarked upon. This relationship will be international activity, access to research, the opportunities we provide to volunteer and our newly launched mentoring programme. Look out for the new website in the summer and let us know what you think. w www.wbs.ac.uk/alumni Some of the new features • Individual profile page linked to the online directory, allowing alumni and students to easily update their details and use their profile to network within their chosen network groups. • Online media library allowing easier access to a multitude of archived podcasts, mp3’s, presentations and other media items • Increased access to research and other exclusive services to alumni and students • Interactive areas for regional, international and special interest groups • Greater ability to volunteer for activities, sign up for events and support the school Saturday 12 September 2009 Academic Update Seminar 2009, WBS Teaching Centre, Radcliffe Given the challenging economic backdrop Throughout the day there will be the opportunity to: and the uncertain times many businesses are facing, the Autumn 2009 Academic Update LEARN from some of the School’s leading academics is entitled Managing risk for strategic gain. DEBATE current issues facing business in uncertain times Three leading WBS academics will share their CHALLENGE fellow alumni and academics about latest research, giving delegates an insight methodologies and ideologies into how risk can be managed and used for NETWORK with fellow alumni and faculty competitive advantage in business. Professor Howard Thomas, Professor Loizos Heracleous, Professor Anthony Neuberger, Dean of WBS Professor of Strategy Professor of Finance Managing strategic risk: Quantum strategies and Using markets to manage risks a holistic view organisational resilience For more information and to book your place visit: w www.wbs.ac.uk/go/acupdate
- 22. 22 UK eventsreview professional interest groups entrepreneurship network Alumni, students and guests gathered on 23 February to hear presentations from Henry Hallward, a partner of Mirada Partnership and Andrew Waterfall, Founder and Former CEO of Improvision, both active Business Angels. According to Depak Lal (MMBA 1995–2000), Associate Partner, Eclipse Energy Group AS: ‘I have been to a number of events at WBS before and this one has really hit the nail on the head. Both business angels presentations were spot on and I am going away having learnt something.’ The speakers presented both sides of the investor/ investee coin as confirmed by Graham Mackay, Global Account WBS alumni and guests from the Minerva group and Warwick Director, Verizon Business and current MMBA student, ‘It was Science Park were treated to a full-sized prototype of a Scubacraft good to get the two perspectives and both speakers were very as one of a number of potential investment displays during the interesting.’ WBS and Minerva Business Angels Seminar on 14 March. The opportunity for networking afterwards was considered With enthusiastic support from Advantage West Midlands (the equally valuable; with potential investors mingling with budding regional development agency), Minerva and WBS were able to entrepreneurs and established business owners. offer the event to their registered investors, guests and Warwick alumni, free of charge. The day was packed with a line-up of To join the Entrepreneurship Network and to view the high quality speakers, culminating in a presentation entitled presentations and photos Corporate animal to entrepreneur. The enterprises presenting were; w www.wbs-en.com Key Forensic Services Ltd, MDTi, PolyComm, Novolytics and Scubacraft. To view the presentations, see the link below. Another successful Business Angels Seminar was held in June. If WBS/Detica series you are an entrepreneur, looking for investment or looking to invest, why not join WBS-EN to network with other like-minded March saw another successful WBS/ alumni, students and friends. w www.wbs-en.com Detica series seminar with a difference. This time Colin Gautrey (DLMBA telecoms 1999–2007), author of Political dilemmas at work, delivered an interactive workshop Members of the Telecoms professional interest group enjoyed style event rather than the traditional an engaging presentation and discussion in April on the Outlook presentation format. The evening focused for telecoms in the downturn. A copy of the presentation can be on the current issue of Navigating found on the telecoms LinkedIn group. New members are always Workplace Politics in the Credit Crunch welcome. Please register via the LinkedIn group page. and feedback from delegates indicated it w www.wbs.ac.uk/alumni/linked-in.cfm was an extremely interesting and useful Colin Gautrey session. For information on other professional interest groups, please visit the alumni website w www.wbs.ac.uk/alumni/sigs.cfm Our thanks to Simon Finnie (MMBA 1999–2003) of Detica for hosting this event and to Colin for delivering the workshop.
- 23. 23 UK eventsreview regional groups London first friday Hosts Antonios Kastanas (MSEF 1999–2001) and Tracy Lynch Opened by from WBS, were delighted to welcome an overseas guest from one Her Majesty of our partner institutions, to their get-together at the 1802 Bar in the Queen Canary Wharf in February. in December 2008, the Curve Sanja Stevic-Fleckenstein, is a state of the Alumni Relations Manager, art theatre, Mannheim Business School, developed Germany commented: ‘It was on the old a real pleasure to accept the Haymarket invitation to join WBS alumni Midlands group members at The Curve site, and Ruth and the alumni team. The shared her evening was a great success experience of taking a large cultural organisation through a major and I was pleasantly surprised redevelopment programme. It was a fascinating insight into a to see such a diverse group re-branding and re-energising process taken by Leicester City coming together for a great Council and we wish them every success. A behind-the-scenes networking evening to share tour of the theatre facilities is promised for our next visit. Sanja Stevic-Fleckenstein the opportunity to catch up with old class colleagues and meet some new faces. I had the opportunity to talk to some alumni mainly about the current WBS fora series 2008/09 economic climate and the majority felt positive and confident about the future, especially since WBS is very good at offering This year saw another excellent great networking opportunities for their alumni and there are line-up of presentations during the certainly many ways in which one could leverage this benefit to WBS Fora lecture series. mutual advantage.‘ The series culminated in a In April, host Miltos Drandakis (MSEF 1997–98) was joined by passionate presentation when alumni and current students who came together in the heart Señor José Juan Ruiz Gómez, of the London banking community at the Counting House, an Director of Analysis & Strategy, interesting and lively City venue. We also welcomed a potential Santander Group, spoke on the student looking for guidance on joining the MBA programme. current global economic crisis, its José Juan Ruiz Gómez consequences, impact and the road Olivia Brook, a new member of the WBS Personal and Career to recovery in Latin America during a presentation entitled, No Development Team, responsible for managing external project paradise without banks. leads for all Masters students, gave an update on current project opportunities. Please contact Olivia if you have not previously Alumni and students were also privileged to hear from: registered as a contact for student projects and your organisation Jeff Patmore, Head of Strategic University Research, BT, speaking is interested. E olivia.brook@wbs.ac.uk on Enterprise 2.0 – will it really deliver? Shaun Carter (MMBA 1996–2002) Director of Government Thames Valley Services, Carillion Plc, who presented on Change management in a turnaround environment Fiona Williams (FTMBA 2006–7) and Patrick Luk (DLMBA 1999–2004) welcomed a small group to the Somerset modern Dr Gerard Lyons (MA Economics 1982–83), Chief Economist of cuisine and cocktail lounge in Oxford in February. A cross-section Standard Chartered Plc, gave a fascinating presentation entitled of graduates gathered to reminisce about old times and Patrick The new world order: economic and financial implications. was delighted to re-establish contact with an old classmate. Three full-time WBS students also joined the group. Short podcasts of interviews between the speakers and academic chairs are available online at w www.wbs.ac.uk/news/podcasts Midlands And with a full-line up of speakers already confirmed for 2009/10; don’t miss out on the opportunity this year. Details James Rock (EMBA 1988–92), Regional Committee member, available online. decided it was time for a change and thus the location and focus for the April event was an informative talk from Ruth Eastwood, Keep up to date with forthcoming events by visiting the WBS Chief Executive of The Curve in Leicester. calendar w www.wbs.ac.uk/alumni/forthcoming.cfm
- 24. 24 overseas eventsreviews Kuala Lumpur Singapore Moscow On 25 April WBS alumnus Dato’ Sri Idris On 21 April a group of WBS alumni met Jala (MAIR 1985–86), Managing Director with Ann Jackson, Development & Alumni and CEO, Malaysia Airlines presented to Relations Officer (International Affairs), at alumni on The 6 Principles of Transformation the Traders Hotel to discuss the setting up Leadership at the Renaissance Hotel, Kuala of a formal network in Singapore. We are Lumpur. In a presentation described as truly delighted to report that there is a great deal inspirational, Dato’ Sri Idris talked about of interest and a further meeting of alumni his own experiences whilst working for the was held in May at the University of Warwick Shell organisation, and in his current role office in Singapore. Alumnus Timothy at Malaysia Airlines. After the presentation Lui (DLMBA 1998–05) is coordinating the alumni enjoyed networking over drinks. network with the help of the University representative Mavis Ow. Further details will be sent by email. Moscow alumni at the VC’s reception On 27 March all Russia-based Warwick alumni and students were invited to a buffet reception in Moscow. The event was hosted by the Vice-Chancellor, Professor Nigel Thrift who was accompanied by James Kennedy, Director of the International Office, Alison Bond, Deputy Director for Development and Alumni Relations and Nadia Golenischeva, Ann Jackson thanks Dato’ Sri Idris Jala Warwick representative in Russia. for his presentation Oksana Loginova (DLMBA 1999–07) reports: Prior to the seminar a group of alumni met delegates at the Singapore seminar ‘The ambience of the evening was very with Ann Jackson to discuss setting up an special. The event was attended by over forty alumni network in Malaysia. We are pleased A Warwick seminar was held on 23 April Russia-based alumni and students and was to report that, with the help of alumni at the Earshot Café-Bar at the Arts House. held at the Savoy Hotel located in the heart Vernon Wong and Chi Chang Teh, a formal Professor Bob Johnston, Deputy Dean, of the city of Moscow. The Vice-Chancellor network is being set up. Do watch your inbox presented on Improving Service: finding and spoke to us about recent developments and for more details. removing the barriers to great service, and plans at Warwick. He also emphasised the Andrew Hardwick, Senior Teaching Fellow, University’s commitment to support the on What do we mean by world-class? After the development of Warwick alumni networks Dubai presentations alumni took the opportunity and communities, both worldwide and in Russia. Such support is greatly appreciated to mingle and network. Sue Beech, DLMBA Programme Manager, by all of us, particularly at this time as we hosted an evening event on 2 April at a are actively engaged in developing plans for stunning terrace bar venue on the 24th floor Cyprus the Russia alumni network. This work has of the Jumeirah Beach Hotel. been progressing well, and the discussions Loius Louzou and Michalis Yiannikouris at the event have further contributed to the hosted drinks and dinner on 25 February at momentum. The reception also provided a the Aigeon restaurant, Nicosia, Cyprus. The fantastic opportunity for everyone to meet event was well attended and it was agreed old and make new friends and partnerships, that an alumni network would be set up in all in a very informal, relaxed and pleasant Cyprus. More details about future events will setting.’ be circulated soon. Graduates and current students are forming eventful evening. Many attendees welcomed the Warwick Russian-speaking alumni the formation of a formal network and work network, which will include alumni from is now underway to organise a meeting all Russian-speaking countries (including alumni meet up in Dubai of interested volunteers and move things those who do not speak Russian). We will forward. Dubai is a very transient city filled hold our next big events in Moscow and Muhammad Qureshi (DLMBA 1998–03) with expatriates, who make up 80 percent London in October-November 2009. If you reports: ‘WBS alumni and current students of the population. Many are here for a fixed want to participate in the organisation of got together to celebrate the beginning of period of time before taking the next step in the network, have some interesting ideas or the WBS alumni network in Dubai. Sue their careers. Stay tuned for the next update want to be a guest speaker at future activities, Beech welcomed the very international from the alumni network in Dubai.’ please contact Maxim Lobov body of current and past students to a very E os08ml@mail.wbs.ac.uk
- 25. 25 overseas eventsreviews Mumbai Bangalore San Francisco The Bangalore alumni network initially met with Alison Bond in February and has now moved on a stage. Jacob Joseph (MSc Engineering & Business Management 2006–07) reports on progress: ‘We already have additional members and potential candidates outside Bangalore willing to join the network. Our second meeting took place on 7 March at UB City Italian restaurant, where some members and their families got Kathryn Chedgzoy meets alumni together for an informal event. We discussed in San Francisco future plans for the network, including The Vice-Chancellor’s holding regular meetings at different venues, An enthusiastic group of alumni and presentation in Mumbai and marketing.’ MBA students met together for drinks and networking at the Ritz Carlton in San Professor Nigel Thrift, the Vice-Chancellor If you wish to join the Bangalore network, Francisco in June, joining Kathryn Chedgzoy of Warwick, visited Mumbai during his India please contact Aditya Jairaj /Jacob Joseph from the WBS Development and Alumni visit, to provide support and encouragement e akumar@me.com Relations team. The comfortable ambience to the Warwick Alumni – Mumbai (WAM) E prem_17@hotmail.com aided the easy conversation which flowed on group. A wine and dinner gathering was into the late evening. organised for alumni on 20 February. Janak Sheth (BSc ManSci 1982–85) reports: Delhi The plan is to form a network in the Bay area, coordinated by a committee of alumni About 45 alumni from different departments and students and supported by the WBS attended and WAM was enthused by the Alumni Association. If you live or work in commitment displayed. The VC outlined his the Bay area and are keen to get involved, vision of Warwick for 2015 and members please get in touch with Ann Jackson of the WAM core group shared their ideas e ann.jackson@wbs.ac.uk for more on how WAM could benefit the alumni information. members as well as the University. There followed a lively discussion about the university, its plans and WAM. Starting up an international All the alumni felt proud to have graduated alumni network in your city/country from Warwick and were happy to see the plans for its continual increase in size and Delhi alumni at the VC’s reception We are delighted to report that WBS/ stature. They were also happy to learn about Warwick has set up several new global the plans of Warwick Alumni – Mumbai In March 2009, for the first time, the Delhi alumni networks since January 2009. We as it addressed a gap in their networking alumni got a chance to meet and interact now have networks in: opportunities. This event provided an informally with the Vice-Chancellor, opportunity for people to meet and connect Professor Nigel Thrift, in their home city. Cyprus, Dubai, Greece, Hong Kong, India, with new persons from differing fields and The VC was accompanied by his wife Malaysia, Malta, Singapore, Russia and vocations. Lynda, and Alison Bond, Deputy Director, the US Development and Alumni Relations. Shuchika Rajpal (BEng CSE 1998–01) reports: If you wish to get in touch with any of the ‘The excitement could be felt with the above networks please email Malta extended question and answer session which followed an informative presentation by the e alumni@wbs.ac.uk and put the name of the country in the title. On 12 March, alumni and graduands joined VC outlining his vision for the University. Dr Tanya Sammut Bonnici from WBS at We are also launching our new online the Westin Dragonra for the first meeting The older alumni got a chance to see the toolkit to help you get started. Do take of the Malta WBS Alumni network. The new developments at Warwick and were a few minutes to have a look at our new evening began with the introduction of the pleased to see the increased commitment website, particularly if you want to set up new members. Alumni in Malta come from of the University towards its international a network. companies as diverse as Unilever, KPMG, students and graduates especially with the Booze Allen Hamilton, Price Waterhouse and forthcoming global conference to be held On-line directory several leading local companies. The group is in Delhi in November 2009. The Warwick Please update your details in the online expanding to include the wider University of India office, headed by Kanika Marwaha directory to enable us to contact you Warwick alumni population in Malta and a and her committed team, made this event a about future events in your city/country. second meeting was held in June. memorable one.’
- 26. 26 26 alumninews nobel choice? successful network Dr Frank F Craig (DLMBA 1999– When Beth Cauldwell (PG Dipl 2002), CEO Life Sciences Consultancy HRM 1996–98) and David Sneesby Ltd, reflects on how an unexpected (DLMBA 1987–91) met at a WBS offer led to his involvement in the alumni networking event, little work of Nobel Prize winner Roger did they realise that three years Tsien. later they would be heading one of the UK’s fastest growing and Frank’s role as a co-Founder of Aurora most enterprising executive search Biosciences, based in San Diego, businesses in the midst of the was initially business planning and deepest recession since the 1930s. helping raise Venture Capital. Once the financing was completed, he reverted back to science (eg product development of Roger’s new Beth and David recognised technology – Green Fluorescent Protein (GFP)) and helping to sell the synergies in their skill sets and company’s products and services. Aurora Biosciences soon became the backgrounds and in July 2008 most successful in its sector, with a market capitalisation of $3billion. Snowdon Tate Ltd was formed. In October 2008, Roger Tsien was awarded the Nobel Prize for David said: ‘Meeting Beth at WBS Chemistry for his discovery of and research on GFP. was a life-changing moment, allowing us to take our business to a new level.’ Beth added: ‘We are very grateful to WBS for bringing us all Read Frank’s article on the Alumni news pages together to form an exciting and fast developing business.’ w www.wbs.ac.uk/alumni/news w www.snowdontate.com MBA double rapide success Ivan Soh (DLMBA 1992–96), Nigel Shanahan (DLMBA Vice-President – Sales (Asia) 1991–2000) formed of Mind Resources PTE Rapide Communication Ltd, based in Singapore, Ltd on graduating and welcomed a fellow Warwick has seen his client list MBA graduate to the grow into a veritable company recently when ‘Who’s Who’ of top Bruce Cheung (DLMBA British companies. In 1994–2000) joined Mind 2008 Rapide picked up Resources as Country awards for: Best Innovative Service and Best Overall Champion – ICT Manager for Hong Kong, Excellence Awards; Innovation through Technology – Chamber of Macau and South China, based in Hong Kong. Commerce regional and national winners Commenting on Bruce’s appointment, Ivan said: ‘The Warwick MBA Nigel strongly believes it is important to continue working with the programme has provided him with the critical thinking skills and University and regularly employs graduates and students. Development qualities needed to implement changes and turning around a 2-decade Manager, Ian Hurst (BSc Computer Science 1999–2003) joined the with implementing new strategic initiatives.’ company after graduating and has contributed to its success. Rapide’s latest recruit is WBS graduate Dongnan Zheng (MSc Information Systems & Management 2007–08). w www.rapide.co.uk Cape Town move Professor Walter Baets new service (PhD Industrial & Business Studies 1989–94), formerly Colin Hay (FTMBA 1997–98) has based at leading French launched a new online service that business school Euromed puts people with items to send Management Marseille, has somewhere in touch with people been appointed director who plan to be driving there anyway. of The University of Cape And the site won’t just benefit drivers Town Graduate School of Business (UCT GSB). Walter was Professor of and senders; Stuff2Send helps the Complexity, Knowledge and Innovation, Associate Dean for Innovation environment too; fewer unnecessary and Social Responsibility at Euromed and took over at the UCT GSB on journeys mean fewer exhaust 1 July. emissions. He has held academic positions in Belgium, France, the Netherlands ‘As the recession started to bite and post offices closed, the benefits and Spain; held visiting teaching positions and consulted academically became increasingly clear,’ said Colin. ‘Those delivering can make across Europe, the Middle East, and in India. Prior to academia, he had money from journeys they already do; while those sending will be able an extensive career in the areas of strategic planning, decision support to do so with the click of a mouse from home or office.’ and information systems. w www.stuff2send.com
- 27. 27 alumni news forum member Dr Otto C Frommelt (FTMBA 1993–94), Managing Director of Volvo Austria GmbH, has been invited to become a Forum member for Freightvision – a European Union (EU) funded project to develop a long-term vision and an adaptive activity plan for 2050, both for transport and technology policy for sustainable long-distance freight transport. The EU faces major challenges in the freight sector; to ensure and increase economic growth, and to deal with an increase in freight transport demand. At the same time, environmental issues such as CO2 emissions, dependency on fossil energy, and congestion, need to be reduced. Freightvision has been established to bring together experts and decision makers from research, industry, policy making and society. in profile appointments Sunday Times Online recently profiled Chrissie Twigg (FTMBA 1986–87), founder of Healthier Weight. The feature charted Mark Allington (MMBA 2000–04) joined ICF the highs and lows of running her own company which she International as Vice President and Managing launched in 2003 with £30,000 of savings. Director for European operations. Krister Almström (DLMBA 1999–2006) is the Her initial programme combined weight loss, a low-calorie diet, new President of Brazil’s Lapp Group, cabling physical activity and behavioural therapy. Faced with starting technology specialists. again after a joint-venture partnership proved a mistake, she found new investors, attracted more clients and opened new Per Brandtzag (FTMBA 1994–95) joined the centres. In 2005 the company started to offer a range of obesity board of First London plc as an Executive Director. He is also a director of Burel, a specialist surgery and the business really started to take off. Turnover this consultancy group based in the Middle East. year is expected to be £3.5m. w www.healthierweight.co.uk Patrik Andersson (DLMBA 2000–06) becomes Business Coordinator at Ideon Innovation in EU fellowship Lund, Sweden. Yogev Gavri (FTMBA 2000–01) promoted to Dr Paul Timmers (DLMBA 1992–98), head of unit ICT for CEO of Paz Solar, a subsidiary of the Paz Oil inclusion at the European Commission, has been completing Company, Israel’s largest energy corporation. an EU Fellowship at the European Center of Excellence and the Per Johanson (DLMBA 1996–2000) appointed Institute on Aging of the University of North Carolina, Chapel Executive Vice President of Tieto Financial Hill in the USA. Services, based in Sweden. His research addressed the interplay between legislation and Duncan Pell (DLMBA 1990–93) appointed information technology-related innovation, in particular in Commercial Director of Interpipe, based in the fields of aging, health and disability, where citizen interests Ukraine. play a strong role. Some of his findings and their relevance Leonardo Pereira (DLMBA 1988–93) appointed for business strategy and public policy will be presented at Executive Vice-President and Chief Financial the September 2009 Conference of the European Sociological Officer of GOL Linhas Aéreas Inteligentes S.A, Association in Lisbon. His EU Fellowship blog can be found at Brazil’s low-cost airline. w paultimmers.wordpress.com E paul.timmers@ec.europa.eu John Ryan (DLMBA 1989–94) appointed Managing Director of UV disinfection specialist Hanovia Limited. Delhi 2010 Mark Whitley (FTMBA 1999–2000) takes on the role of Proposal Team Manager Telco & Wireless Chris Jenkins (DLMBA 1989–93) is Director of Team Wales, for Arqiva. who will be competing in the Delhi 2010 Commonwealth Games. Team Wales will be 250 strong, including about Kenny Willems (MMBA 1999–2003) 150 athletes. Chris is seeking support from members of appointed Chief Financial Officer (CFO) of our alumni community in India to identify volunteers to The Interdisciplinary Institute for Broadband provide local knowledge and assist in the planning. Technology (IBBT), based in Gent, Belgium. Leo Yip (DLMBA 1987–91) appointed Chairman All roles are voluntary, whether as part of Delhi 2010 or of the Singapore Economic Development Board Team Wales. You get to work with athletes, there is a real (EDB) in July 2009. He will continue with his team spirit and there may also be opportunities to go to the appointment as Permanent Secretary, Ministry venues and watch some of the Games. Anyone interested of Manpower. should contact Chris and arrange to meet him when he visits Delhi in October. Thanks to those who have already responded. E chris.jenkins@teamwales2010.co.uk For more news of WBS alumni visit w www.wbs.ac.uk/alumni/news
- 28. 28 Connect, learn, develop Your community of 25,000 alumni across the globe H latest WBS and alumni news Find out more and get involved H online directory of alumni w www.wbs.ac.uk/alumni H calendar of global events t +44 (0)24 7652 2813 H alumni groups around the world e alumni@wbs.ac.uk H professional interest groups F +44 (0)24 7652 3719 H access to Business Source Alumni H alumni mentors Membership of the Warwick Business School Alumni Association is free of charge. To log in you will need H career support and vacancies your alumni number. This is your old student number H networking opportunities preceded by an ‘A’. WBS Alumni Association. A lifelong, global community