EARTO Working Group Quality Excellence in RTO

EARTO Working Group Quality & Excellence in RTO Management Presentation of CRP Henri Tudor June, 16, 2008 1

Presentation of CRP Henri Tudor (1/2) ä Since 1987, CRP Henri Tudor contributes to the improvement and strengthening of the innovation capacity of enterprises and public organisations. ä Staff at the end of 2007: 335 ä Income 2007: 29. 08 M Euro ä Budget 2008: 31, 2 M Euro ä Activities: ä ä ä Applied and experimental research Doctoral research Development of tools, methods, labels, certifications and standards Technological assistance, consulting and watch services Knowledge and competences transfer, as well as incubation of hightech companies Training and high-level qualification ä Number of RDI projects: 147 June, 16, 2008 2

Presentation of CRP Henri Tudor (2/2) Scientific and Technological Domains: Information and communication technologies Materials technologies Business organisation and management Environmental technologies Health care technologies Targeted Sectors: Services Construction Finance Health care and social security Production Public Sector A particular attention is given to SME. June, 16, 2008 3

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A Large Scale of Services and Activities ä ä ä Applied and experimental research Doctoral research Development of tools, methods, labels, certifications and standards Technological assistance, consulting and watch services Knowledge and competences transfer, as well as incubation of high-tech companies ä Training and high-level qualification June, 16, 2008 5

EARTO Working Group Quality & Excellence in RTO Management Quality Management in CRP Henri Tudor June, 16, 2008 6

Background & Key issues ä Background ä ä ä 2003, Project Kick-off – Quality assessment 2004, Implementation of the process approach 2005, ISO 9001 Certification ä Our policy of quality and customers satisfaction aims to ä ä June, 16, 2008 guarantee to our customers, financiers and partners an high level of performance for the whole of the activities of the Centre, To be recognized for the quality of our results and practices, by our customers and partners, and by external organizations. 7

Why to Implement a Quality Approach ? ä To better understand control our core business processes ä To have a framework of our practices ä To guarantee the same level of quality in the 150 projects of the Centre ä To define and implement common tools June, 16, 2008 8

Our Quality and satisfaction customer satisfaction Policy ä Our Means ä ä ä Skills Acception of quality policy and Centre strategy Effectiveness of organization, processes et internal services ä Our Objectives ä ä To satisfy ours customers and partners To deliver project results with a good quality level l l ä June, 16, 2008 Compliant with the customers and partners needs Innovative Improving innovation capacity and competitiveness and with sustainable effects. To organize excellent and innovative trainings & conferences 9

Processes June, 16, 2008 10

Survey Customers satisfaction (1/3) ä Satisfaction survey for the projects and services ä ä ä 1 st step – data collection by computer aided telephone interviews, quantitative approach 2 d step – face to face interviews with “critical customers”, qualitative approach Analyse and identification of key improvement actions ä Satisfaction survey for the trainings and conferences ä ä ä June, 16, 2008 Data collection by paper questionnaires Analysing and identifying claims of learner or improvement request for the training or conference Global analyse and identification of improvement actions on the process 11

Survey Customers satisfaction (2/3) ä Satisfaction survey for the project and services ä ä Global satisfaction index Questions on the project and services Questions on the skills, capacity, availability of the people Open questions ä Satisfaction survey for the trainings and conferences ä ä June, 16, 2008 Global satisfaction index Questions on usability of the content, scientific values, teaching quality and administrative stuff 12

Survey Customers satisfaction (3/3) Exemple of index June, 16, 2008 13

Project management – 11 topics ä ä ä Kick-off of project and risks assessment Objectives and delivrables of project Partnership Human Resources Dissemination and exploitation activities Purchasing Critical equipements et datas Documents and records management Finace Management Contracts and auditing activities Project monitoring & management of risks and problems June, 16, 2008 14

Quality of delivrable June, 16, 2008 15

+ INFO on CRP Henri Tudor ä Download our Annual Report on www. tudor. lu ä Download our Training Catalogue 2008 on www. sitec. lu ä Subscribe to our newsletter Tudor News, to our monthly agenda TUDORAMA, or to our thematic newsletters (Spiral Newsletter, Technoport News, Eco. Technology News) on www. tudor. lu/subscription ä Feel free to contact us by phone: +352 42 59 91 - 1 or by mail: info@tudor ä Visit our website www. tudor. lu ä Yves Collet (yves. collet@tudor. lu) CRP Henri Tudor 29, avenue John F. Kennedy L-1855 Luxembourg June, 16, 2008 16

EARTO Working Group Quality & Excellence in RTO Management Topics on interest June, 16, 2008 17

Issues on interest ä Project planification in a unpredictible context ä Mesure the quality of the delivrables ä Performance Measurement (Internal and Process Performance Indicators) ä Risks management ä Dissemination process ä Knowledge Management (Best Practices dissemination – results project and skills mapping) ä Standardization June, 16, 2008 18