TNO Quality Management Customer Satisfaction
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1 TNO Quality Management Customer Satisfaction EARTO Working Group on Quality and Excellence in RTO s October 8, 2008
2 Content Introduction TNO audits TNO Cofinancing Programme Customer satisfaction / Impact assessment Conclusions 2
3 TNO Quality System Complies to the demands of ISO 9001:2000 Applicable to the whole TNO organisation 5 Core Areas + 1 CSO For some working areas specific quality systems: e.g. laboratory accreditation, Good Laboratory Practice, Good Clinical Practice 3
4 Periodical Auditing Employee Satisfaction (MTA) (3-yearly) Internal (intranet) enquiry with additional interviews (external advisors) (samples) Customer Satisfaction (KTA) Enquiry form after each project (business unit) interviews (external advisors) (samples) (4-yearly) (corporate) Q-system (ISO) Yearly audit (DNV) Technology Position (KPA) (4-yearly) 4
5 TNO Cofinancing programme Aim: TNO Research together with industry (SME and large) Research budget from the Ministry of Economic Affairs with cofinancing from industry (total budget 40 million EUR p.a.) fundamental research (10% cofinancing) industrial research (25%) experimental development (50%) 250 projects running duration max 4 years project size keuro inherently complicated projects with multiple stakeholders Conditions cf Community framework for state aid for research and development and innovation IPR for TNO, right of use for cofinancier 5
6 TNO Cofinancing programme auditing After finalizing project (about 60 projects, 100 cofinanciers p.a.) internal audit, project leader results, follow-up, possible spin-off customer (i.e. cofinancier) audit (external advisor, by telephone) satisfaction (results, services) (aimed) application of results 1-2 years after finalizing projects (incidental) internal impact (spin-off projects, licences) economic impact cofinancier (external advisor, by telephone) (attained) application of results, extra turnover, benefits 6
7 Lay out enquiry customer (?) satisfaction Part 1: General satisfaction satisfaction about the total performance of TNO? Weak/strong points? Part 2: Service opinion about the accessibility / communication / empathy / customer orientation / delivery time? Part 3: Product opinion about the final product / practical applicability / economic value do you expect to apply the obtained knowledge and if yes, when? Can you describe this application (e.g. product or process innovation)? opinion about the knowledge / expertise of TNO and quality of the report? Part 4: Future behaviour lesson learned: management of expectations is crucial 7
8 Scaling General satisfaction: scale 1-10 Specific aspects: scale 1-5 very satisfied satisfied satisfied nor dissatisfied dissatisfied very dissatisfied Targets: general satisfaction: 7,5 specific aspects: at least satisfied (on average) 8
9 Lay out enquiry impact assessment No clear method available Economic behaviour is often irrational mostly perceptions, attempt to find facts impact/effect of the cofinancing project Aim to cofinance the project Are the results of the project applied? If so, which application? What is the total investment required? What is the (extra) turnover/profit up to now and expected (per year)? How much are the savings (better process) now and expected? What is the expected life cycle? Are there any other benefits, not expected before? If so, which? Relation with TNO What are the changes in your relation to TNO because of the project? 9
10 Reporting Report by the advisor contains both ratings as well as citations Report presented internally: TNO Board of Management Management of the Core Areas Individual interview forms to management of operational units Follow up by operational units Management Summary presented to: Ministry of Economic Affairs Aim of the audit: improvement of quality of projects relation with (cofinancing) industry relation with and account to the Government 10
11 Conclusions Customer satisfaction measurements are standard at TNO Corporate coordination required? Interviews by telephone enhance the response Mutual commitment in cofinancing projects gives opportunity for sensitive questions to assess impact Used for internal feedback as well as external accountability 11
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