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Posted: Thu, September 19, 2002
ITW Interview: Glenn Behenna, Programme Manager, @TEB
Gaining access to high quality and appropriate Business ICT-related advice is essential to all organisations, but tracking down
quality advice can be a major difficulty. Technology Means Business (TMB) is an industry standard accreditation that was set up to
overcome this problem, ensuring that ICT advisers can achieve a recognised seal of approval and deliver high quality, up-to-date ICT
advice.
In Wales, @TEB Cymru Wales is the sole TMB accreditation centre. A public/private sector partnership, it is supported by a host of
organisations, including the Welsh Assembly Government, the DTI, BT, the WDA, the National Council, ELWa, the University of Glamorgan,
the E-commerce Innovation Centre and Menter a Busnes. itwales.com spoke to @TEB Programme Manager, Glenn Behenna, about the aims of the
@TEB project, and the benefits of a TMB-accreditation for both business advisers and their clients.
Glenn Behenna, Programme Manager, @TEB
itwales.com: Getting the right advice is essential for SMEs and microbusinesses as they have very limited time and resources. Why
can they have confidence in a TMB-accredited adviser?
When consulting a TMB-accredited adviser, your business will have access to quality assured advice on the business application and
implementation of ICT. Effective business advice should incorporate ICT issues and ICT advice should incorporate an understanding of an
SME's business issues and needs. By using a TMB-approved adviser SMEs can ensure that they receive advice that is relevant to their
business and ICT needs.
itwales.com: Why do you think there is a need for accreditation schemes like TMB?
At present SMEs are unsure as to who can provide effective business-related ICT advice. This is a major obstacle to their growth.
According to both DTI and Institute of Management research most SMEs are either unable to source an adviser who can help them, or they
distrust the advice they receive. TMB addresses this by giving reassurance that advisers have reached the industry standard for giving
business-related ICT advice.
TMB's aim is to improve the competitiveness of UK SMEs through the provision of effective business-related ICT advice. It provides:
A nation-wide network of accredited advisers supporting SMEs.
A benchmark of good practice in the provision of ICT and business advice.
An independent national standard endorsed by the Government.
Continuous professional development for advisers.
itwales.com: How does @TEB support advisers across the whole of Wales?
The @TEB operation consists of me - the Programme Manager - and Emma Buttrick, the Programme Assistant. Whilst Emma and I are based
in Cardiff, we have a team of @TEB Assessors who provide comprehensive coverage of the whole of Wales, from Newport in the East to
Pembrokeshire in the West, up to Mid Wales and the North of Wales.
With this widespread coverage across the whole of Wales, @TEB can effectively support the advisers seeking TMB accreditation wherever
they are in the country. One of our Assessors is bound to be located within reasonable distance.
itwales.com: @TEB has recently secured substantial European Funding. Can you tell us what you will be doing with this?
Up until now @TEB has only offered the TMB accreditation as a product. However, thanks to the success of its European Objective One bid,
@TEB is now in the process of creating the @TEB Development Centre. The @TEB project staff will be based at the University of Glamorgan
and led by David Colebourne of UoG Business School.
The Development Centre concept arose from the realisation by @TEB that there was a need for a means whereby advisers could enhance
their skill set. For example, an adviser may be technically strong in ICT but lack an appropriate level of general business knowledge to
provide sound advice. Alternatively, an adviser may possess excellent business awareness but lack a good level of ICT knowledge.
In order to address this, the Development Centre will provide opportunities for advisers to enhance all areas of their advice skills
in the areas of (for example):
ICT knowledge.
Business needs of SMEs.
Consultancy skills.
This is an exciting time in the project's development, as the recruitment and selection phase for the project staff has very
recently been completed and the staff will be in post in the near future.
itwales.com: @TEB is closely linked to the Opportunity Wales E-commerce advice programme. How do the projects compliment each
other?
@TEB has a strong relationship with Opportunity Wales - not just with its participation in the delivery of the TMB programme, but
also in that @TEB is a public/private sector partnership that includes some of the same partners as Opportunity Wales. These include BT,
ELWa, Welsh Assembly Government, Welsh Development Agency and the eCommerce Innovation Centre.
Through the strong relationship of @TEB and Opportunity Wales you can be assured that the knowledge provided to SMEs by our advisers
will be delivered to exceptionally high standards and that our advisers will be aware of the latest developments.
itwales.com: What's the process of becoming TMB-accredited, and what does it cost?
During the normal course of providing advice to clients, advisers will as a matter of course build up a variety of information in the
advice session, and then formulate follow up actions as required. This is, or should be, normal business advice practice.
What the accreditation process does is to formalise and structure this process. With the assistance of one of the @TEB Assessors, an
adviser will build up a portfolio of evidence which will increasingly match against a range of performance criteria. This collation of
evidence, allied with the adviser passing an online knowledge test which tests a broad range of ICT Business knowledge, will eventually
lead to full TMB accreditation.
The cost within Objective One areas of Wales is £300 plus VAT which, taken together with the opportunities provided by the @TEB
Development Centre skill enhancement service, is an opportunity which every business ICT adviser should take up. In remaining areas of
Wales, the cost is £1,200 plus VAT. However, I recommend that people contact me as I can supply information which may lead to financial
assistance to lessen the cost of TMB accreditation.
itwales.com: @TEB's standards are high. How do you ensure this remains the case?
One the one hand we have the national TMB standards, which apply to the advisers participating in the programme. These national
standards are underpinned by the Institute of Management.
@TEB is also expected to demonstrate its high standards and there is an annual verification visit which examines our internal
processes and relationship with TMB nationally. @TEB has recently had its annual verification and initial feedback is very positive on
our standards and processes.
I also attend quarterly centre forum meetings where other regional centres can exchange views and liase with TMB nationally.
itwales.com: Why is a TMB-accredited adviser best for an SME?
The key benefits to SMEs include:
Access to high quality ICT advice focused on business needs.
Up-to-date advice on the latest technology and links to other sources of useful business information.
Reduction in the time and risk associated with choosing an adviser or supplier.
Reassurance of the adviser's or supplier's credibility to: understand the role of ICT in business; understand issues facing SMEs; keep
the use of jargon to a minimum; help integrate ICT into their business strategy; identify how the full integration and utilisation of ICT
can develop their business; assist them in managing the process of change.
itwales.com: The @TEB programme has been very successful in Wales. Why do you think it has been able to achieve so much?
There are several reasons for this. The @TEB branch in Wales is the only UK regional centre that is 100% staffed and equipped to
solely run the TMB programme. This concentration has without doubt contributed to our success. In a recent survey of our customers, 96%
expressed satisfaction with our service. That said, through the new @TEB Development Centre we are seeking to not only meet, but to
exceed our customers' expectations in offering all-round adviser skill enhancement. Our success also reflects our close links with the
major business support agencies in Wales as well as our strong links with the major ongoing Opportunity Wales programme.
For further information on @TEB visit
www.atebcymruwales.co.uk
Contact Glenn Behenna on 029 2072 3196 or at:
glenn.behenna@bt.com
For further information on the TMB scheme visit:
www.technologymeansbusiness.org.uk
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