June, 16, 2008 1

EARTO Working GroupQuality & Excellence in RTO Management

Presentation of CRP Henri Tudor

June, 16, 2008 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

June, 16, 2008 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.

June, 16, 2008 4

June, 16, 2008 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

June, 16, 2008 6

EARTO Working GroupQuality & Excellence in RTO Management

Quality Management in CRP Henri Tudor

June, 16, 2008 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.

June, 16, 2008 8

Why to Implement a Quality Approach ?

To better understand and control our core business processes

To have a framework of our practicesTo guarantee the same level of quality in

the 150 projects of the CentreTo define and implement common tools

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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

June, 16, 2008 10

Processes

June, 16, 2008 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

June, 16, 2008 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

June, 16, 2008 13

Survey Customers satisfaction (3/3) Exemple of index

4,63

4,78

4,93

4,77

4,95

4,8

4,62

4,79

4,88

4,8

1 2 3 4 5 6

Compréhension des besoins

Réactivité

Clarté de l'offre

Pertinence des solutions

Qualité des prestations

Suivi du projet

Rapport Qualité/Prix

Respect des délais

Flux d'informations

Exploitabilité des résultats

June, 16, 2008 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

June, 16, 2008 15

Quality of delivrable

Delivrable

Skills Equipment

Scientificmethodology andproduction cycle

Informationsand datas

Dissemination

Development

June, 16, 2008 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 Tudor29, avenue John F. Kennedy

L-1855 Luxembourg

June, 16, 2008 17

EARTO Working GroupQuality & Excellence in RTO Management

Topics on interest

June, 16, 2008 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