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Benchmarking National - PRO INNO Europe

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194<br />

BENCHMARKING NATIONAL AND REGIONAL SUPPORT SERVICES FOR SMES IN THE FIELD OF INTELLECTUAL AND INDUSTRIAL <strong>PRO</strong>PERTY<br />

8.3 Elements of good practice<br />

The service exhibits the following strengths (i.e. elements of good practice)<br />

� Availability of ample expert staff;<br />

� Organisational mode: separate legal entity from the patent office acting as<br />

service delivering unit; this entails the following advantages<br />

· flat hierarchies and less bureaucracy allow for better customerorientation;<br />

· patent office can concentrate on core competence of patent filings;<br />

� Fast execution of services and timely delivery (i.e. express search);<br />

� Involvement of external institutions when setting up road shows, which<br />

allows for high user take up.<br />

The following challenges remain:<br />

� Improvable cooperation with technology/development agencies;<br />

� Introduction of evaluations as a tool to assert performance and to allow for<br />

organisational learning;<br />

� Stronger user segmentation in awareness raising campaigns;<br />

� Broader coverage (i.e. higher coverage also of informal protection<br />

mechanisms).

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