austrian cooperative research (acr) research experts for small and medium sized enterprises umbrella...
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Austrian Cooperative Research (ACR) Research Experts for Small and Medium sized Enterprises
• Umbrella OrganizationNetwork of 17 cooperative research organizations (most of them sector oriented) in Austria
• Objective Encourage innovation & ensure competitiveness of SME
• Strengths State of the art infrastructure, efficient and timely realization, expert on public sector funding, high-value testing and measurement
• USP2/3 of the services for SME
Service Profile of ACR Institutes
Main Focus
Sustainable Construction
Environmental Technology & Renewable
Energy
Food Quality & - Safety
Materials, Processing,
Products
ServicesApplied Research &
Development
Technology Transfer
Project management in Research & Development
High-valuetesting & measurement
Public funding advisory
Certification & Audits
Expertise &
approval certificates
trainings & seminars
ACR Statistics 2010
•51,2 Mio. EUR
Turn over
•574
staff
•318 → 55 %
therof academics
•8.461
customers total
•6.166 → 73 %
thereof SME
•23.558
orders
•18.050 → 77 %
for SME
•30 % of turn over
R&D-incomes
•31 % of turn over
R&D-Expense
Employee & customer satisfaction survey
• carried out
o 2007 and 2010 by an external organization (benchmarks)
o for each member of the network (separate and accumulated)
• procedure
o questionnaire for the employees
o telephone survey for customers based on a questionnaire
• coverage
o 605 employees; return rate 65 %
o from about 4.500 customer 1.000 surveyed
Employee & customer satisfaction survey
• results
o management summary
o statistics compared with ACR average values
• survey questions (employee survey)
o How satisfied are you with your job (in general), with the appreciations of your work by the customers, with the education opportunities, with fringe benefits, with your management, with the amount of work, with your career and development opportunities, with your salary etc. ?
o Has the management clear objectives and concepts for the future?
o How do you agree with this objectives and concepts?
o How would you assess the leadership: strictly hierarchical or rather cooperative/team-oriented?
How satisfied are you with your job?
Line 1: 2010Line 2: 2007
With your professional activities in general
With appreciations for your work by customers
With possibilities for further education/training
With fringe benefits in your company
Employee & customer satisfaction survey
• survey questions (customer survey)
o Consider the last service, how satisfied were you with the reliability with promises and delivery date, with the promptness of processing, with the quality of the service, with the own effort and costs, with the added value for my company etc. ?
o From your point of view, how fits to the service provider: quality conscious, excellent employees, experienced and professional, technologically state of the art?
o How do you rate the following attributes of your service provider?
- high scientific standard
- innovative and forward-looking
- good price performance ratio
- social and employee oriented
Consider the last service in the field „research and develoment“. How satisfied were you with
Zuverlässigkeit bei Zusagen und Terminen
Beratung, Information
Kommunikationsverhalten, Rückmeldungen
Schnelligkeit der Abwick-lung
flexibles Eingehen a.meine Bedürfnisse als Kunde
Qualität der Dienstleistung
Aufwand, Kosten
Nutzen für meinen Betrieb
Zufriedenheit insgesamt
0 10 20 30 40 50 60 70 80 90 100
5645
5848
5046
3931
5651
5849
2321
5143
4841
3032
3532
3831
4439
3026
3533
4440
3436
4442
1111
47
714
1113
811
39
2123
810
58
1.541.65
1.491.60
1.611.71
1.771.99
1.561.64
1.441.58
2.042.14
1.611.72
1.561.71
1
3
21
26
22
34
21
2
1
1
1
2
11
1
1
12
1
sehr zufrieden Note 2 Note 3 Note 4 gar nicht zufrieden Series6 MW
adherence to schedules, reliability
advisory, information
communication skills, feedback
efficiency, promptness
flexibility, customer orientation
quality of the services
expenses, costs
benefit for my company
overall satisfaction
Consider the last service in the field „testing and inspection“. How satisfied were you with
adherence to schedules, reliability
advisory, information
communication skills, feedback
Efficiency, promptness
flexibility, customer orientation
quality of the services
expenses, costs
benefit for my company
overall satisfaction
From your point of view how do the following attributes fit to the employees?
friendly appearance
appearance, good manners
customer-oriented
qualified, professional
creative, flexible
EFQM self-assessement
EFQM self-assessement
EFQM self-assessement
EFQM self-assessment
Benefits• strategic tool for performance improvement • support for business planning and strategy development• entire consideration of the organisation, involvement of all
stakeholders• systematic analysis of strenghts and areas for improvements• structured and facts and figures based procedure• broad involvement of employees (common view!)• winning supporter for improvement projects • intensive engagement witch stakeholders• facilitating entrepreneurial understanding, creating a common
language
EFQM self-assessment
Many methods• simulation of award competition• questionnaire• workshops• organisation-specific methods • Quick Scan• Excellence Scoring
Requirements• Active involvement of the management• willingness to change• team view and not a single view• consistent implementation of identified measures
Levels of Excellence
Level III
Committed to Excellence (C2E)
Recognized for Excellence (R4E)3 star, 4 star, 5 star
Level I
Level II
EEA FinalistEEA Price WinnerEEA Award Winner