Partnership Satisfaction Impact Survey Final
Transcript of Partnership Satisfaction Impact Survey Final
www.FITT-for-Innovation.eu
Partnership Satisfaction & Impact Survey
FITT
(Fosterring Interregional Exchange in ICT Technology Transfer)
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Partnership Management
Partnership management is essential to assure the best relationship and cooperation,
business or research, between TTO’s and industrial partners.
Relationship Management with partners and customers enables to:
• Have more efficient exploitation of the research results
• Create mutual trust, long-lasting and positive relationships
• Pave the way for future transfer opportunities
Successful partnership management brings mutual benefits:
• Identify opportunities
• Stay aligned to market needs/expectations
• Identify & solve specific problems
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Partnership Management
This practice is supported by three main pillars:
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The satisfaction survey
Satisfaction survey impacts the organization at different levels:
The organization’s culture
The internal processes
The main objective is to identify sources of dissatisfaction and to initiate improvement
actions with specific indicators that allow a close follow-up.
Hints:
Conducting a “mirror” survey is strongly recommended to compare the perception of
partners’ satisfaction with the staff’s point of view Identify the gap between internal
and external perception and initiate actions to reduce it
Outsourcing the survey could overcome impartiality issues
Satisfaction survey is a tool that shows how the Public Research Organization is perceived by clients and partners
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The satisfaction survey process
The survey process:
1. Select indicators according to what you want to measure and your objectives assure the follow-up of the indicators over time
2. Prepare the questionnaire according to the communication channel and reduce the bias
3. Segment your clients and partners before picking up the sample All the relationship with them must be closed at the start of the survey
4. Run the survey by phone (for instance) complemented with face to face interviews with clients and partners expressing a high degree of dissatisfaction
5. Process the qualitative and quantitative data, stress strengths and suggest improvements
6. Disseminate result across the organization
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The impact of research results
Impact Assessment is a “tricky” practice to put in place due to the choice of the
relevant indicators
A long time span is very often required to assess the impact of the research results to
be considered as reliable: more than 5 years in most cases
It is difficult to isolate the impact of a transferred result from other organizational
activities, decisions, etc.
The impact of the results must only be assessed after their transfer
Impact assessment is a tool to enable an in-depth evaluation of impact of public research and transfer activities on economic, environmental and social fields.
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Impact survey: some indicators
Category of impacts Example of indicatorsImpact on economy, technology and
commercialization• Product/Service/Process/ Creation/Improvement• Cost-savings• Research Methods Creation/Improvement• Patent Applications
Impact on knowledge, expertise and human capital
• Expertise strengthening• Research Methods Improvement• Scientific Impacts: scientific publications, conference
and seminar presentationImpact on networking and social
capital• Network creation• Domestic networks, Global networks• Organizational and social innovations
Impact on decision making and public discourse
• Participation in legislative and strategic planning• Norms, Regulation and standards
Impact on social and physical environment
• Material/Resources and/or Energy Consumption Reduction
• Regional development and growth Promotion• Safety Promotion
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Stakeholders
Satisfaction survey:
Quality service (2 full-time persons) Coordinate the survey, present the results to the staff, recommend and engage actions
Top and middle Management Communicate the results inside the five CRP Henri Tudor’s departments. Disseminate the results among the research teams
CRP Henri Tudor’s Board of directors Presentation of the results and recommendations
Partners and clients feedback on the survey results and the actions engaged
Impact assessment:
Project management office (1 part-time person) Define the process and coordinate the related activities
Other potential stakeholders:
Governmental organisms : Ministry of the high education and the research, Ministry of the economy and the Research National Fund (FNR) Set the performance contract terms as a function of impact achievements
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PRO’s & CON’s
PROs
•Remain aligned with the clients/partners and market expectations
•Engage the organization in a constant self-improvement process
•Assess the impact of the transferred results Realize the real value of the PRO in its region or country
CONs
•Satisfaction indicators are in most cases too global do not providing specific feedback to the teams or individuals
•These practices impact the culture and process of the whole organization Big changes require to be managed carefully
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Rationale
Use the Satisfaction survey if :
Your clients’ and partners’ satisfaction is part of your mission or objectives
You mainly provide solutions to real problems and need feedbacks from the market, clients or partners
You assess the performance of your organization in a key performance indicators (KPI) basis
You are ISO 9001 certified and you have to fulfill the quality requirements
Use the Impact assessment if:
You have to express before your stakeholders how valuable your organization is for your region/country
You want to assess the real performance of the organization and its alignment with its mission
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Outcomes
Evaluation of the real contribution of the satisfaction survey requires a longer time horizon at
the current state it is too early to claim their real contributions of this practice
Impact Assessment of the transferred research results has not been successfully implemented yet
(at CRP Henri Tudor) Rethinking in progress
Partnership management requires time to see tangible results: start the process, monitor it and
above all…be patient
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Lessons Learned
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Suggested Readings
Link to bibliography
“Responsible Partnering. Joining Forces in a World of Open Innovation. A Guide to Better Practices for
Collaborative Research and Knowledge Transfer between Science and Industry” - Guidelines published
by European University Association, European Association of Research and Technology Organizations,
European Industrial Research Management Association, ProTon Europe
“University-Industry Research Relations in the United States” - by Bronwyn H. Hall
Link to relevant websites
http://www.innovation.gov.uk/lambertagreements/
http://www.industrie.gouv.fr/guidepropintel/outils_contractuels/contrat_de_consortium.htm