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Commercial building research threat or opportunity for customer satisfaction?

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This case study of VTT Building Technology comprehensively describes the reasoning, decisions and effects in the process of change caused by the transformation to improve the applicability of research results and to increase commercial income. The change in culture, management, organizational structure, organizational strategies and research, development and dissemination activities were designed to increase customer orientation, performance quality and effectiveness in all activities. The culture change from a scientific research community to a customer-oriented and flexible commercial organization is detailed. In addition to the deep vertical levels of knowledge gained from research, a horizontal capability is developed and promoted to provide applicable knowledge (know-how) in forms suitable to the Institute's customers. Clear targets for achieving the Institute's mission and financial performance have been established to gauge progress and provide incentive for rewards.

VTT Building Technology a mene cette etude de cas qui decrit de maniere exhaustive le raisonnement, les decisions et les effets du processus de changement induits par la transformation visant a ameliorer les applications des resultats de la recherche et a accroitre les recettes commerciales. Les changements qui affectent la culture, la gestion, les structures et les strategies d'organisation, la recherche et le developpement ainsi que les activities de dissemination ont ete penses afin d'orienter davantage le client, et d'ameliorer le niveau de qualite et l'efficacite de toutes les activities, L'auteur etudie en detail le changement de culture provoque par le passage d'une communaute de recherche scientifique a une organisation commerciale souple et orientee "client". Outre les niveaux verticaux profonds de connaissance issus de la recherche, il se developpe une capacite horizontale que l'on encourage pour fournir des connaissances (savoir faire) applicables et presentees dans des formes convenant a la clientele de l'Insitut. Des objectifs financiers et de programme precis ont ete fixes a l'Institut pour que l'on puisse evaluer les progres et motiver les travaux par des recompenses.
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Keywords: COMPETITIVENESS; FINLAND; MANAGEMENT; ORGANIZATIONAL CHANGE; RESEARCH ORGANIZATIONS; RESEARCH POLICY

Document Type: Research Article

Publication date: September 1, 1997

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