June, 16, EARTO Working Group Quality & Excellence in RTO Management Presentation of CRP Henri Tudor

June, 16, Presentation of CRP Henri Tudor (1/2) äSince 1987, CRP Henri Tudor contributes to the improvement and strengthening of the innovation capacity of enterprises and public organisations. äStaff at the end of 2007: 335 äIncome 2007: M Euro äBudget 2008: 31,2 M Euro äActivities: ä Applied and experimental research ä Doctoral research ä Development of tools, methods, labels, certifications and standards ä Technological assistance, consulting and watch services ä Knowledge and competences transfer, as well as incubation of high- tech companies ä Training and high-level qualification äNumber of RDI projects: 147

June, 16, 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: ServicesFinanceProduction ConstructionHealth care and social securityPublic Sector A particular attention is given to SME.

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5 A Large Scale of Services and Activities äApplied and experimental research äDoctoral research äDevelopment of tools, methods, labels, certifications and standards äTechnological assistance, consulting and watch services äKnowledge and competences transfer, as well as incubation of high-tech companies äTraining and high-level qualification

June, 16, EARTO Working Group Quality & Excellence in RTO Management Quality Management in CRP Henri Tudor

June, 16, Background & Key issues äBackground ä 2003, Project Kick-off – Quality assessment ä 2004, Implementation of the process approach ä 2005, ISO 9001 Certification äOur policy of quality and customers satisfaction aims to ä guarantee to our customers, financiers and partners an high level of performance for the whole of the activities of the Centre, ä To be recognized for the quality of our results and practices, by our customers and partners, and by external organizations.

June, 16, Why to Implement a Quality Approach ? äTo better understand and control our core business processes äTo have a framework of our practices äTo guarantee the same level of quality in the 150 projects of the Centre äTo define and implement common tools

June, 16, Our Quality and satisfaction customer satisfaction Policy äOur Means ä Skills ä Acception of quality policy and Centre strategy ä Effectiveness of organization, processes et internal services äOur Objectives ä To satisfy ours customers and partners ä To deliver project results with a good quality level l Compliant with the customers and partners needs l Innovative l Improving innovation capacity and competitiveness l and with sustainable effects. ä To organize excellent and innovative trainings & conferences

June, 16, Processes

June, 16, Survey Customers satisfaction (1/3) äSatisfaction survey for the projects and services ä 1 st step – data collection by computer aided telephone interviews, quantitative approach ä 2d step – face to face interviews with “critical customers”, qualitative approach ä Analyse and identification of key improvement actions äSatisfaction survey for the trainings and conferences ä Data collection by paper questionnaires ä Analysing and identifying claims of learner or improvement request for the training or conference ä Global analyse and identification of improvement actions on the process

June, 16, Survey Customers satisfaction (2/3) äSatisfaction survey for the project and services ä Global satisfaction index ä Questions on the project and services ä Questions on the skills, capacity, availability of the people ä Open questions äSatisfaction survey for the trainings and conferences ä Global satisfaction index ä Questions on usability of the content, scientific values, teaching quality and administrative stuff

June, 16, Survey Customers satisfaction (3/3) Exemple of index

June, 16, Project management – 11 topics ä Kick-off of project and risks assessment ä Objectives and delivrables of project ä Partnership ä Human Resources ä Dissemination and exploitation activities ä Purchasing ä Critical equipements et datas ä Documents and records management ä Finace Management ä Contracts and auditing activities ä Project monitoring & management of risks and problems

June, 16, Quality of delivrable

June, 16, INFO on CRP Henri Tudor äDownload our Annual Report on äDownload our Training Catalogue 2008 on äSubscribe to our newsletter Tudor News, to our monthly agenda TUDORAMA, or to our thematic newsletters (Spiral Newsletter, Technoport News, EcoTechnology News) on äFeel free to contact us by phone: or by mail: äVisit our website äYves Collet CRP Henri Tudor 29, avenue John F. Kennedy L-1855 Luxembourg

June, 16, EARTO Working Group Quality & Excellence in RTO Management Topics on interest

June, 16, Issues on interest äProject planification in a unpredictible context äMesure the quality of the delivrables äPerformance Measurement (Internal and Process Performance Indicators) äRisks management äDissemination process äKnowledge Management (Best Practices dissemination – results project and skills mapping) äStandardization