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Interviewer Quality Control Scheme

Interviewer Quality Control Scheme. 25th Annual General Meeting 17th November 2011. 1 / 60. Agenda. Review of the Year 25 th Anniversary Inspections Working Forums Marketing Website Update Financial Review MRBA update. 2 / 60. Review of the Year. IQCS Council

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Interviewer Quality Control Scheme

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  1. Interviewer Quality Control Scheme 25th Annual General Meeting 17th November 2011 1 / 60

  2. Agenda • Review of the Year • 25th Anniversary • Inspections • Working Forums • Marketing • Website Update • Financial Review • MRBA update 2 / 60

  3. Review of the Year • IQCS Council • Composition • Vacancies • IQCS Activities in 2011 3 / 60

  4. Interviewer Quality Control Scheme IQCS Council Composition and vacancies 4 / 60

  5. Current IQCS Council structure • 2 representative members • MRQSA • AQR • 8 elected members • 7 data collection ‘suppliers’ • 1 ‘user’ currently vacant 5 / 60

  6. Current IQCS Council for 2011 • Representing Industry Bodies: • AURA-Vacant • MRQSA - Penny Steele • AQR - Liz Sykes • Elected ‘suppliers’: • Jenny Lyons • Natalie Edwards • Volker Balk • Jackie Megahey • Jeremy May • Chris Smith • Jackie Mold • Stacey Charlesworth 6 / 60

  7. IQCS Council For 2012 • Elected ‘suppliers’ rotation system • One position to be filled: • Due to Council’s rotation Jeremy May and Chris Smith are standing down but are once again standing for re-election • Natalie Edwards is stepping down after 3 years due to work commitments • Nominations to Gill Wareing by Friday 25th November • Forms are available tonight and on the website • If more than two nominations there will be an election via email and votes will be required to be in by Friday 9th December • Elected ‘user’ - an annual appointment 7 / 60

  8. Other members of the team • Administrator: • Gill Wareing • Inspectors: • Gaynor Montague • Sue Curtis 8 / 60

  9. IQCS Council for 2011 • IQCS Council is represented on the following industry bodies: • MRQSA Council- 2 Council Members • BSI Technical Committee -2 Council members • MRS Company Partner Service Advisory Board • AQR 9 / 60

  10. Interviewer Quality Control Scheme IQCS Activities in 2011 10 / 60

  11. IQCS Council activities in 2011 • Information and support to members • Working forums/meetings • New Year’s Party • IQCS.org • E Newsletters • Twitter • Facebook • Information and support for the industry per se • Advisory visits • IQCS related information available on the web • We held 2 workshops this year . In June Barry Ryan, MRS ran a Data Security Workshop .Plus today’s presentation organised by Chris Merrington of Spring 80:20 will be available on our website shortly 11 / 60

  12. IQCS Council activities in 2011 • Most importantly we have continued to provide inspection services to existing long standingmembers and encouragingly new members • Continued dialogue with members and the industry on how we continue to evolve • A huge thanks to Council members: • Gfk NOP for hosting the annual AGM for the last 5 years • Ronin Corporation, Kantar Operations and Ugam Research Solutions for letting us use their meeting rooms for Council meetings and forums throughout the last couple of years • Ronin and in particular Paul Sweeney for all the hard, unpaid work on the IQCS website 12 / 60

  13. Interviewer Quality Control Scheme Communications and Working Forums Natalie Edwards 13 / 60

  14. Working Forums 15 / 47

  15. Working Forums

  16. Review of the Working Forum – ‘Data Security’16th June 2011 By Barry Ryan from the Market Research Society • Latest legislation and guidance for member companies, and answering your questions • informative session updating members on key legal issues and how to deal with them in the market research environment • key area for market research professionals and our industry • Informal discussion and opportunity to ask questions • Well attended • encouraged those involved in data handling respondent data, from the researcher receiving the client sample to DP or a Coder processing the data. • 2 guest plus a data handler so a wider and more mixed audience • opportunity for networking • Topics covered: • Role of data controller and data processor • Respondent permissions • Data storage, encryption, protection and destruction

  17. Today’s Working Forum – ‘Negotiation Skills’Chris Merrington – Spring 80:20 17th November 2011 A key area for anyone working in market research whether client facing (internally or externally), working within project management or dealing with teams of people. • Objectives: • increase confidence in dealing with negotiation situations • be able to apply learning to your own situation - for example dealing with internal and external clients, suppliers, teams and other Ops departments. • get more out of your team • work more effectively with your key contacts • Topics covered: • improving profitability and client relationships • handling scope creep • costs/benefits of over-servicing • Interactive sections and opportunity to discuss the topic with others from across the industry   • We hope you found this forum informative and interesting • Thank you to all members who attended the forum and we hope that you found the session useful • Feedback and ideas for future topics to gillm.wareing@ntlworld.com

  18. Interviewer Quality Control Scheme Marketing activities Stacey Charlesworth

  19. Marketing/PR activities • Marketing and industry presence in 2011 • Website • Advisory Visits • A marketing sub committee of 4 Council members was formed • Marketing presence at industry events and publications (e.g. Insight Show, BIG, and MRS Conference) • Identification of marketing targets • A list of potential members was generated then all Council reviewed this to see if there were any personal contacts and if so that Council member contacted them directly to sell our services! This proved very beneficial and resulted in 2 new inspected members and 3 advisory visits

  20. Marketing in 2011 • Two marketing letters were designed – one for potential user companies/ ISO companies and one for potential inspected member companies • These letters were sent out to some 40 prospective companies throughout the year • They were sent to the relevant person in each company and this ranged from MD/ Research Director/ Filed director depending on size and operational structure • These were followed up by a personal call by a Council member if known personally but the majority were called by our Administrator Gill.In the last week 2 companies have expressed an interest in membership

  21. Marketing in 2011 • This is still very much work in progress and there are still more companies to approach • When the new AQR directory /Research Buyer’s Guides are produced in early 2012 these will be cross referenced to see if there are any new companies to call • 2011 has been a hard financial year for a lot of companies and so encouraging new membership is a difficult task in this economic climate

  22. Interviewer Quality Control Scheme Website Update Volker Balk

  23. IQCS’s 25th Anniversary

  24. 25 years of the IQCS • Formed in 1986 in response to the general view in the UK that it was imperative that fieldwork standards needed to be improved and regulated • Our origins were the Interviewer Card Scheme –ICS which had been founded in the 1970’s • Since then it has grown into the internationally recognised standard it is today

  25. 25 years of the IQCS • The team back in 1987 Gill Wareing – Administrator • Anne Rigg • Janet Weitz • Janet Pottinger • Joan Pernet • Lesley Hill • Gillian Russell • Ivor Stocker • Michael Brooks

  26. 25 years of the IQCS • How standards have evolved • 1990 accreditation to the scheme was changed to all types of research a company undertook • Certificates were introduced in 1990 • With the dramatic growth of telephone research standards were extended in 1993 • 1994 Mystery shopping guidelines were developed by IQCS and industry practitioners • In 1994 under the Chairmanship of Ros Morgan the standards were redrafted into a much more concise and user friendly document

  27. 25 years of the IQCS • 1998 IQCS Council collaborated with MRQSAwhich aimed to set out a full set of minimum standards for full service agencies • Our Fieldwork standards were accepted as the fieldwork guidelines for this standard • This evolved into BS7911 British Fieldwork Standard for Market Research • April 2006 in the international arena ISO 20252 replaced BS7911 with the IQCS Standards still firmly embedded in it’s fieldwork section • An achievement and recognition of which Council past and present are very proud to be part off

  28. 25 years of the IQCS • Key Figures in our Inspection team • Daphne Eatwell • Tilly Dancy • Daphne Steggals- longest standing at 22 years • Currently- Gaynor Montague/ Sue Curtis

  29. 25 years of the IQCS • Past Chairman • 1986 – 1989 John Hanvey • 1989 – 1992 Janet Weitz • 1992 - 1994 Lesley Hill • 1994 - 1997 Ros Morgan • 1998 - 2001 Claire Harris • 2002 - 2011 Penny Steele

  30. Interviewer Quality Control Scheme IQCS Inspections in 2011

  31. The Inspection process in 2011 • June • Inspectors briefed in depth with additional areas to look at • Applications invited • One application form for all methodologies • Summer/Autumn • Inspections conducted • After our newly appointed Inspector ,Sue Curtis underwent vigorous training and has shadowed the team on a number of inspections last summer. She is now conducting Inspections on her own and I know a few of our inspected member companies will have already met her

  32. The Inspection process in 2011 • Autumn/Winter • Judging Panel meets at least twice • Three Council members review anonymous reports • Endorse or query Inspectors’ recommendations • Queries are kept to one side, to be discussed with full inspection team • Inspectors debriefed • Feedback to Council / further decisions made • Feedback to members via the actual inspection reports and letter • Inspectors receive an annual appraisal in December each year

  33. Inspection results (For 2012 membership) • Current Potential Membership = 39 Versus 39 in 2011 • 23 IQCS inspection forms received (5 new applicants) • 12 Inspections conducted to date • All companies have passed

  34. Inspection results (For 2012 membership) • 11 inspections still to be conducted • 5 advisory visits conducted this year • User Member Category continues to remain empty • IQCS user members are companies who do not have their own in-house data-collection, but commit to use providers who are IQCS accredited (and are inspected to verify this). Please let us know if you have any nominations

  35. Inspection results (For 2012 membership) • Currently 14 passed hold IQCS membership via their ISO 20252 accreditation • ISO companies will be asked to renew membership by 31st December 2011 • The IQCS certificate which we issue and our website will clearly indicate if the member company has undertaken an IQCS inspection

  36. Membership breakdown 20122011 • Fieldwork ‘Suppliers’ 2325 • Fieldwork ‘Users’ 00 • ISO 20252 Members 1614 Total 39 39

  37. Issues arising from 2011 Inspections • References –endeavour to respond to member companies ASAP pleaseThis is proving a really big problem for some of our small to medium sized members • One underlying theme that has started to come through this year is that due to the decline in data collection for some companies due to the economic climate this has had an effect on standards. Likewise we have seen a marked effect that redundancies has had on continuity of standards. 2011 has been a difficult year for some companies who are committed to producing quality fieldwork

  38. 2011 Inspections Evaluations • To date we have 9 out of 12 questionnairesreturned which is a 75% response rate ,so betterthan last year which was 68% • Feedback from the inspections was again extremely positive and companies continue to appreciate the Inspector’s extensive industry experience. • Inspectors continue to be a very valuable source of information and suggestions • Many feel that the annual inspection is a good thing as it focuses the whole team to ensure standards are continually met

  39. 2011 Inspections Evaluations • Inspector Performance Ratings • 98% satisfaction overall from the evaluation reports received to date for both inspectors • Exactly the same level of satisfaction this year as last-so well done to Gaynor and Sue! • Across the following categories : • As an IQCS Ambassador • Understanding of Standards • Enthusiasm • Thoroughness • Accuracy • Understanding of the individual Company

  40. Feedback about the Inspectors • “A very good, more in depth Inspection than last year” • “A very nice lady , listened to our concerns” • “The annual inspection is a good thing, it really keeps us on our toes” • “She was very professional in her approach and was very thorough” • “Very thorough ,as it was last year”

  41. IQCS Inspections in 2011 • With IQCS inspections having been conducted thisyear, indications are that the requirement for IQCS inspections still remains • It has been very encouraging that we have received at least five new applications this year • They all requested our help via advisory visits prior to their inspections • It has been a hard year for some companies with at least one closure and a few mergers • We will establish 2012 inspection intentions in early June next year

  42. Interviewer Quality Control Scheme Financial Report Jeremy May

  43. Financial Statements ending 30th April 2011 • Our accountants Tudor John compiled and verified our financial statements in accordance with the Companies Act 2006 • A copy of the financial statements were sent via e-mail to all IQCS members companies • 2010/2011 financial year saw a deficit of (£2,956) • Leaving a total of £16,615 in Member’s Funds • Our solicitors are DMH Stallard

  44. A (less) well kept secret ? Pat Molloy 17th November 2011 IQCS AGM November 2011

  45. The MRBA • Market Research Benevolent Association • The market research industry’s charity • Founded in 1977 • Provides financial relief and assistance • For people who have fallen on hard times • sick, bereaved, injured or afflicted by other misfortunes • who are/have been engaged in market research or related activities • support to their immediate families and dependents • An independent charity • Funded by donations from across the MR world IQCS AGM November 2011

  46. What we’ve been told previously • Needs to make itself much better known • Least familiar to people in fieldwork-related roles • Uncertainty and misperceptions about what it can do and for whom • Reluctance to ask for help • pride, embarrassment, confidentiality, uncertainty • Requirement for MRBA to offer advice as well as financial assistance • Most people willing to donate - many have not been asked IQCS AGM November 2011

  47. Relief and assistance • Grants and interest free loans • Have assisted in other ways, including help with: • recuperative breaks, wheel chairs, stair lifts, home dialysis machine, Xmas boxes • Mentoring and friendship: • help to get back to work; offering advice; staying in touch • Has helped hundreds of people over the last 30 years • Allocated over £500,000 in grants during first 25 years • Plus around 10 – 15 interest free loans at any one time IQCS AGM November 2011

  48. Relief and assistance – The NABS Helpline • With support from NABS (the marketing communications industry’s support and information service), this Helpline represents an important expansion of the services provided by the MRBA • Who is it for? • Anyone who is working or has worked in market research • What help can you get? • Confidential advice, information and financial support (with financial needs subject to assessment) • What kinds of professional advice? • On redundancy, contracts, HR, financial and legal problems, with referral to specialist social support services where needed • For what kinds of personal issues and problems? • Debt, bullying, bereavement, illness, stress and other personal issues. IQCS AGM November 2011

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