Open Brolly is changing the way we work with our clients to ensure we exceed expectations, writes David Sim.

From 1 September 2008, Open Brolly will be formally introducing the concept of dedicated “Relationship Manager” to our structure. No, we won’t be advising on your love life (unless you want us to), but we will be meeting with all our clients much more regularly to ensure that our services match client expectations and requirements, and to assist with changing needs or issues.

Our existing clients will be allocated a relationship manager - either me or Geoff Wilcock. It will be our job to be much more personal: to deal with any queries or requirements our clients have, provide a clear and single point of contact and to feed back into our research and development process. We will act as project manager for any work carried out and will be responsible for delivery. Our clients will have access to our mobile phones, Skype and direct lines.

If you have any queries about this change please contact me on 01309 678100 or email david.sim@openbrolly.com.

We’ll be letting our clients know who their relationship manager will be over the next couple of weeks.

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Open Brolly are pleased to announce that Screen South have become a client of our MovieSite service for film offices and screen agencies. The deal was finalised at the Cannes Film Festival in May.

Screen South cover one of the most dynamic parts of the UK film and television industry including Pinewood and Shepperton film studios.

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Open Brolly is open as normal on bank holiday Monday 26th May.

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In 2008, and for three years thereafter, Open Brolly will be helping businesses and organisations transform their business through a new regional development funded programme.

Byte the Bullet is underpinned by technology, but it will be led by a focus on business success. To help strategic planning in participating organisations, we will be using the Balanced Scorecard approach.

We take the view that strategic planning should not be an academic exercise; it should be a driver in the organisation that everyone is able to sign up to, a tool that have an positive impact every day.

Developed in the early 1990s at Harvard Business School, the Balanced Scorecard considers all aspects of a business. It is an essential starting point before investing in process change, marketing or technology. It clearly identifies routes to meeting business objectives and therefore focuses investment on areas that will have the most commercial impact.

It is balanced because it takes into account the different perspectives of a business, namely:

• Financial
• Customer
• Internal Processes
• Organisational, including learning and growth.

We collect data relating to each area and perspective of the business and develop metrics to assess current performance and which will lead future performance. The balanced scorecard answers key questions, like:

• Which customers should we focus on for maximum impact?
• What are our customer expectations?
• What financial outcomes are required from change?
• What processes do we need to excel at internally to meet demand for services?
• What do we need to do to continue to improve our service?

We strongly recommend that any business or public organisation wishing to develop its business so that it meets stated objectives considers using the Balanced Scorecard approach before investing in change.

Open Brolly can provide the skills and resources to cost-effectively review your organisation within an agreed budget. Contact David Sim on 01309 678100 or david.sim@openbrolly.com for more information.

The balanced scorecard methodology has been developed by Dr Jim Hamill, Director of Institute for Customer Advantage, University of Strathclyde Business School as part of the programme.

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