2. Austrian Cooperative Research (ACR) Research Experts for Small and Medium sized Enterprises Umbrella Organization Network of 17 cooperative research organizations (most of them sector oriented) in Austria Objective Encourage innovation & ensure competitiveness of SME Strengths State of the art infrastructure, efficient and timely realization, expert on public sector funding, high-value testing and measurement USP 2/3 of the services for SME

3. Service Profile of ACR Institutes Main Focus Sustainable Construction Environmental Technology & Renewable Energy Food Quality & - Safety Materials, Processing, Products Services Applied Research & Development Technology Transfer Project management in Research & Development High-value testing & measurement Public funding advisoryCertification & Audits Expertise & approval certificates trainings & seminars

4. ACR Statistics 2010 51,2 Mio. EUR Turn over 574 staff 318 55 % therof academics 8.461 customers total 6.166 73 % thereof SME 23.558 orders 18.050 77 % for SME 30 % of turn over R&D-incomes 31 % of turn over R&D-Expense

5. Employee & customer satisfaction survey carried out o 2007 and 2010 by an external organization (benchmarks) o for each member of the network (separate and accumulated) procedure o questionnaire for the employees o telephone survey for customers based on a questionnaire coverage o 605 employees; return rate 65 % o from about 4.500 customer 1.000 surveyed

6. Employee & customer satisfaction survey results o management summary o statistics compared with ACR average values survey questions (employee survey) o How satisfied are you with your job (in general), with the appreciations of your work by the customers, with the education opportunities, with fringe benefits, with your management, with the amount of work, with your career and development opportunities, with your salary etc. ? o Has the management clear objectives and concepts for the future? o How do you agree with this objectives and concepts? o How would you assess the leadership: strictly hierarchical or rather cooperative/team-oriented?

7. How satisfied are you with your job? Line 1: 2010 Line 2: 2007 With your professional activities in general With appreciations for your work by customers With possibilities for further education/training With fringe benefits in your company

8. Employee & customer satisfaction survey survey questions (customer survey) o Consider the last service, how satisfied were you with the reliability with promises and delivery date, with the promptness of processing, with the quality of the service, with the own effort and costs, with the added value for my company etc. ? o From your point of view, how fits to the service provider: quality conscious, excellent employees, experienced and professional, technologically state of the art? o How do you rate the following attributes of your service provider? high scientific standard innovative and forward-looking good price performance ratio social and employee oriented

9. Consider the last service in the field research and develoment. How satisfied were you with adherence to schedules, reliability advisory, information communication skills, feedback efficiency, promptness flexibility, customer orientation quality of the services expenses, costs benefit for my company overall satisfaction

10. Consider the last service in the field testing and inspection. How satisfied were you with adherence to schedules, reliability advisory, information communication skills, feedback Efficiency, promptness flexibility, customer orientation quality of the services expenses, costs benefit for my company overall satisfaction

11. From your point of view how do the following attributes fit to the employees? friendly appearance appearance, good manners customer-oriented qualified, professional creative, flexible

12. EFQM self-assessement

15. EFQM self-assessment Benefits strategic tool for performance improvement support for business planning and strategy development entire consideration of the organisation, involvement of all stakeholders systematic analysis of strenghts and areas for improvements structured and facts and figures based procedure broad involvement of employees (common view!) winning supporter for improvement projects intensive engagement witch stakeholders facilitating entrepreneurial understanding, creating a common language

16. EFQM self-assessment Many methods simulation of award competition questionnaire workshops organisation-specific methods Quick Scan Excellence Scoring Requirements Active involvement of the management willingness to change team view and not a single view consistent implementation of identified measures

17. Levels of Excellence Level III Committed to Excellence (C2E) Recognized for Excellence (R4E) 3 star, 4 star, 5 star Level I Level II EEA Finalist EEA Price Winner EEA Award Winner