TNO Quality Management

April 8 2011

TNO Quality Management

TNO Quality Management

EARTO Working Group on Quality and Excellence

April 8 2011TNO Quality Management

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Content

Introduction of TNO

TNO audits (general)

TNO Cofinancing Programme (specific example)

Customer satisfaction / impact assessment

Conclusions


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TNO: founded by law (1932)

Article 4 TNO Act

The Organisation aims to ensure that applied engineering and scientific

research and other associated social scientific and applied research

is made suitably serviceable for the general good and the distinctive

interests contained therein.

TNO caters to industry and government needs for specific R&D

TNO is independent of public and private interests

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TNO in the Netherlands

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4100 employees564 M€ turnover


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Themes and innovation areas

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Areas of expertise

Technical Sciences

Behavioural and Societal Sciences

Earth, Environmental and Life Sciences

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The TNO organisation

Supervisory Board

Board of Management Council for Defence Research

Corporate Staff

Knowledge Centres

TNO Companies

3 Expertise lines

7 T

hem

e lin

es


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Quality assurance

Projects are evaluated

Regular customer satisfaction audits

International technology position audit

Constructing roadmaps with business relations

Employees satisfaction audit

All relevant quality systems (ISO, NEN, etc)

NB: Theme line vs Expertise line

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Periodical Auditing

Employee Satisfaction (3-yearly)

Internal (intranet) enquiry with additional interviews (external

advisors)

Customer Satisfaction

Enquiry form after each project (operational unit)

interviews (external advisors) (samples) (corporate)

Q-system (ISO)

Yearly audit (DNV)

Technology Position of Research Groups (4-yearly)


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TNO Cofinancing programme

Aim: TNO Research together with industry (SME and large)

Research budget Ministry of Economic Affairs with cofinancing from industry (total budget 40 million EUR p.a. i.e. 7% of TNO turnover)

cofinancing: 10% - 25% - 50%

250 projects running, size 100-2000 kEuroinherently 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 cofinancer


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TNO Cofinancing programme auditing

After finalizing project (about 50 projects, 60 cofinanciers p.a.)

customer (i.e. cofinancer) audit (external advisor, by telephone)

satisfaction (results, services)

(aimed) application of results

1-3 years after finalizing projects

internal impact (spin-off projects, licences)

economic impact cofinancer (external advisor, by telephone)

(attained) application of results, extra turnover, benefits


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Scaling

Issue for discussion

General satisfaction:scale 1-10

Specific aspects:scale 1-5

very satisfiedsatisfiedsatisfied nor dissatisfieddissatisfiedvery dissatisfied

Choice determines acceptable targets


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Impact assessment

Issue for discussion

Impact of TNO projects to individual customers

(economic or other)

Impact of TNO programmes/projects to NL en EU society


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Reporting

Report by the advisor contains both ratings as well as citations

Report presented internally:TNO Board of Management

Individual interview forms to management of operational unitsFollow up by operational units

Management Summary presented to:

Ministry of Economic Affairs

Aim of the audit: improvement of quality of projectsrelation with (cofinancing) industryrelation with and account to the Government


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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

Impact assessment is a real challenge

TNO Quality Management

Documents

Transcript of TNO Quality Management