EARTO Working Group Quality & Excellence in RTO Management

1. EARTO Working GroupQuality & Excellence in RTO Management Presentation of CRP Henri Tudor

2. Presentation of CRP Henri Tudor (1/2) • Since 1987, CRP Henri Tudor contributes to the improvement and strengthening of the innovation capacity of enterprises and public organisations. • Staff at the end of 2007: 335 • Income 2007: 29.08 M Euro • Budget 2008: 31,2 M Euro • Activities: • 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 • Training and high-level qualification • Number of RDI projects: 147

3. 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 Finance Production Construction Health care and social security Public Sector A particular attention is given to SME.

5. A Large Scale of Services and Activities • 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 • Training and high-level qualification

6. EARTO Working GroupQuality & Excellence in RTO Management Quality Management in CRP Henri Tudor

7. Background & Key issues • Background • 2003, Project Kick-off – Quality assessment • 2004, Implementation of the process approach • 2005, ISO 9001 Certification • Our policy of quality and customers satisfaction aims to • 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.

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

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

10. Processes

11. Survey Customers satisfaction (1/3) • Satisfaction survey for the projects and services • 1st step – data collection by computer aided telephone interviews, quantitative approach • 2d step – face to face interviews with “critical customers”, qualitative approach • Analyse and identification of key improvement actions • Satisfaction survey for the trainings and conferences • 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

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

13. Survey Customers satisfaction (3/3) Exemple of index

14. Project management – 11 topics • 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

15. Quality of delivrable

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

17. EARTO Working GroupQuality & Excellence in RTO Management Topics on interest

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