Future Challenges

Business Link (BL) aim:

  • To give everyone in the West Midlands who is serious about starting a business the chance to do so;
  • To give everyone who starts a business supported by BL a 3:1 chance of survival;
  • To ensure that every business that works with BL achieves at least a 5% increase in their Gross Value Added (GVA);
  • To offer every business or individual entrepreneur that works with BL access to the skills that they need to support the development and growth of their business via the Train to Gain skills brokerage service.

Our approach to delivery is based on the following underlying principles:

  • Customer Centred – the customer sitting at the heart of all of our decision-making processes;
  • Independence and Integrity – always acting impartially in the client’s best interest;
  • Inspiring Change – encouraging entrepreneurs and businesses to embrace growth and development;
  • Adding Knowledge and Skills – through our Advisers and the skills brokerage service, we will encourage the transfer of knowledge to make businesses more sustainable;
  • Impact – we will always seek to ‘make a difference’, add value and give a return on investment experience for the individuals and businesses we work with;
  • Accessibility – we will ensure that our services are accessible to everyone and that they are simple and easy to understand;
  • Consistency – there will be a consistent core offer available to all individuals and businesses we work with, irrespective of geographic base, sector, age, gender, ethnicity or disability;
  • Differentiated – we will enhance the core offer through the delivery of specialist services and tailored solutions to clients, where appropriate.

Our Critical Success Factors are detailed below:

  • People - Our staff will be key to delivering professional and knowledgeable interactions with our customers. People are our key asset and are crucial to providing an excellent customer experience;
  • Advisers – The quality of our Advisers, including employed and self-employed, generalists and specialists, will be assured through a robust assessment and development process;
  • Operational Processes- The quality and effectiveness of our operational processes in managing client referrals and generating leads will be critical to meeting our challenging targets;
  • Strategic Partnership Working – We will work closely with our partners in the business support network and our stakeholders, including AWM and the Learning and Skills Council (LSC), to promote the role of BL to the regional business communities. We will work closely with UK Trade & Investment (UKTI) to ensure that businesses are taking advantage of global trading opportunities;
  • Reputation – We will ensure that BL has a reputation for delivering a professional, impartial, value-added experience that meets and exceeds the expectations of our customers;
  • Market Reach – By recognising the diversity of the West Midlands’ business base, we will ensure that our services are accessible to all and that clients have access to information on our range of services how, where and when they need it;
  • Innovation – By listening to what our customers need and want, we will endeavour to fill gaps in our service provision by developing new services and we will use feedback to improve our delivery;
  • Cost Control – Through effective and efficient working practices, we will strive to achieve cost savings and efficiency gains on a year on year basis and maximise customer facing resources.

Our key targets for 2007/8 cover the volumes of:

1) Individuals we encourage to think of starting a business
2) New businesses we help start
3) Existing businesses that are provided with information
4) Existing businesses to whom we provide intensive support
5) Customer satisfaction

Success will be evidenced by having:

  • A region that is known for flourishing entrepreneurship;
  • A region which is growing faster in terms of wealth creation and prosperity;
  • A region with a better skilled and qualified workforce.