Avaliação de desempenho dos núcleos de inovação tecnológica: uma proposta de contribuição do modelo de Kano

Abstract

The technology transfer offices (TTOs) enable the development of innovative processes inside companies. That enable technology propagation and regional growth. As largely responsible for technology development in the country, the services provided by TTOs need to be measured. Thereby, this work introduce the proposal of applying KANO model into the services provided by TTOs. The KANO quality model classify the quality elements into five categories: must-be quality, one-dimensional quality, attractive quality, indifferent quality and reverse quality. These classifications assist to discover which elements need greater investment and which do not. Considering that firms are the direct customers of the TTOs, it is important that a future work apply a kano model questionnaire to the employers of the TTO partners companies. Thus, will be possible to classify the TTOs elements into categories of the model, facilitating the visualization of which elements need more or less investments. Therefore, the companies experience as clients will be enhanced, as the efficiency of the services provided by the TTOs.