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Austrian Cooperative Research (ACR) Research Experts for Small and Medium sized Enterprises

Austrian Cooperative Research (ACR) Research Experts for Small and Medium sized Enterprises. Umbrella Organization Network of 17 cooperative research organizations (most of them sector oriented) in Austria Objective Encourage innovation & ensure competitiveness of SME

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Austrian Cooperative Research (ACR) Research Experts for Small and Medium sized Enterprises

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  1. 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 • ObjectiveEncourage innovation & ensure competitiveness of SME • StrengthsState 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

  2. Service Profile of ACR Institutes

  3. ACR Statistics 2010

  4. Employee & customer satisfaction survey • carried out • 2007 and 2010 by an external organization (benchmarks) • for each member of the network (separate and accumulated) • procedure • questionnaire for the employees • telephone survey for customers based on a questionnaire • coverage • 605 employees; return rate 65 % • from about 4.500 customer 1.000 surveyed

  5. Employee & customer satisfaction survey • results • management summary • statistics compared with ACR average values • survey questions (employee survey) • 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. ? • Has the management clear objectives and concepts for the future? • How do you agree with this objectives and concepts? • How would you assess the leadership: strictly hierarchical or rather cooperative/team-oriented?

  6. Howsatisfiedareyouwithyourjob? Line 1: 2010 Line 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

  7. Employee & customer satisfaction survey • survey questions (customer survey) • 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. ? • From your point of view, how fits to the service provider: quality conscious, excellent employees, experienced and professional, technologically state of the art? • 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

  8. Consider the last service in the field „research and develoment“. 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

  9. Consider the last service in the field„testingandinspection“. Howsatisfiedwereyouwith 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

  10. Fromyourpointofviewhow do the followingattributes fit to the employees? friendly appearance qualified, professional customer-oriented appearance, good manners creative, flexible

  11. EFQM self-assessement

  12. EFQM self-assessement

  13. EFQM self-assessement

  14. EFQM self-assessment • Benefits • strategictool for performanceimprovement • support for businessplanningandstrategydevelopment • entireconsiderationof the organisation, involvementof all stakeholders • systematicanalysisofstrenghtsandareas for improvements • structuredandfactsandfiguresbasedprocedure • broadinvolvementofemployees (commonview!) • winningsupporter for improvementprojects • intensive engagementwitchstakeholders • facilitatingentrepreneurialunderstanding, creating a commonlanguage

  15. EFQM self-assessment • Manymethods • simulationofawardcompetition • questionnaire • workshops • organisation-specificmethods • Quick Scan • Excellence Scoring • Requirements • Activeinvolvementof the management • willingnessto change • teamviewand not a singleview • consistentimplementationofidentifiedmeasures

  16. Levels of Excellence Level I Level II EEA Finalist EEA Price Winner EEA Award Winner Level III Recognized for Excellence (R4E) 3 star, 4 star, 5 star Committed to Excellence (C2E)

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