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