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Interviewer Quality Control Scheme

Interviewer Quality Control Scheme. 27 th Annual General Meeting 14 th November 2013. Agenda. Review of the Year Inspections Standards Update Working Forums Marketing Website update Financial Review MRS CPS Operations Network AQR update MRBA update. Review of the year.

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Interviewer Quality Control Scheme

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  1. Interviewer Quality Control Scheme 27thAnnual General Meeting • 14th November 2013

  2. Agenda • Review of the Year • Inspections • Standards Update • Working Forums • Marketing • Website update • Financial Review • MRS CPS Operations Network • AQR update • MRBA update

  3. Review of the year • IQCS Council • Composition • Vacancies • IQCS Activities 2013

  4. Current IQCS Council Structure • 3 representative members • MRQSAB • MRS • AQR • 8 elected members • 7 data collection suppliers – 2 vacant • 1 user currently vacant • 1 Co-opted member

  5. Current IQCS Council Members 2013 • Representing Industry Bodies • MRQSAB - Penny Steele • MRS - Richard Sheldrake • AQR – Liz Sykes • Elected members • Brian Bogard • Chris Smith • Jackie Megahey • Jackie Mold • Jenny Lyons • Jeremy May • Stacey Charlesworth • Co-opted member • Volker Balk

  6. IQCS Council For 2014 • Elected Suppliers Rotation System • Two Positions to be filled • Due to Council’s rotation Stacey Charlesworth is standing down but is standing once again for re-election • Jeremy May has resigned as an elected member and is not restanding • Nominations to Gill Wareing by Friday 29thNovember • 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 Wednesday 11th December • Elected ‘user’ - an annual appointment

  7. Other Members of the Team • Administrator • Gill Wareing • Inspection Team • Gaynor Montague • Sue Curtis

  8. IQCS Council for 2014 • IQCS Council is represented on the following industry bodies: • MRQSAB – 2 council members • BSI Technical Committee – 2 council members • MRS Company Partner Service Board -1 council member • AQR-1 council member

  9. IQCS Activities in 2013 • Information and support to members • IQCS Inspections • Working forums/meetings • New Year’s Party • IQCS.org • E Newsletters • Twitter • Facebook • LinkedIn • Corporate Patron of MRBA • Information and support for the industry per se • Advisory visits • IQCS related information available on the web • We held 2 workshops/forums this year

  10. IQCS Activities in 2013 • Continued dialogue with members and the industry on how we continue to evolve • A huge thanks to Council members: • Perspective Research Services for hosting this AGM • Council members for preparing and running working forums • GfK NOP,TNS Global,Ronin and Ugam for letting us use their meeting rooms for Council meetings and forums throughout the last couple of years • Volker Balk for all the hard work on the IQCS website

  11. IQCS AGM 2013 • IQCS Inspections in 2013

  12. Inspection Process in 2013 • June • IQCS Inspectors briefed in depth with additional areas to look at plus the changes and clarifications to standards due to the revisions to IS0:20252 in 2012 • Inspections will not be audited to our new version until 2014 • Applications invited • One application form for all methodologies • Summer/Autumn • Inspections conducted

  13. Inspection Process in 2013 • 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

  14. Inspection results (For 2014 membership) • Current Potential Membership = 37 Versus 38 in 2013 • 18 IQCS inspection forms received plus 1 to come • Lost 2 Inspected member companies but hopefully after their Inspection have gained 1 new member company • 15 Inspections conducted to date • Inspection panel has meet to review inspection forms received so far • Companies are currently being informed of the outcome of their Inspections

  15. Inspection results (For 2014 membership) • 4inspections still to be conducted • 1advisory visit conducted this year for a new company who has since applied for Membership via our inspected route • 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

  16. Inspection results (For 2014 membership) • Currently 18 companies hold IQCS membership via their ISO 20252 accreditation • ISO companies will be asked to renew membership by 31stDecember 2013 • The IQCS certificate which we issue and our website will clearly indicate if the member company has undertaken an IQCS inspection

  17. Membership breakdown 20142013 • Fieldwork ‘Suppliers’ 1920 • Fieldwork ‘Users’ 0 0 • ISO 20252 Members 1818 Total 3738

  18. 2013 Inspections Evaluations • To date we have 10 out of 15 questionnaires returned which is a 67% response rate ,so the same as this time last year at this stage but 2 companies have just been inspected • 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

  19. 2013 Inspections Evaluations • Performance Ratings 95% satisfaction overall from the evaluation reports received to date for both inspectors An excellent set of results yet again ,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

  20. Feedback about the Inspectors • “The Inspection was a thorough as always” • “I am always impressed by the way the Inspector has a wealth of experience about the work “ • “She was very helpful and proved us constructive insight to help us improve our systems ” • “Excellent as always- they always give us useful hints and tips ” • “A longer ,more thorough Inspection as they really know how our company works now ”

  21. Inspections for 2014 • 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 conducted advisory visits and 2 new companies have recently rung Gill for information • We will establish 2014 inspection intentions in early June next year • After consultation with membership the revised standards are now available to all on the IQCS website

  22. IQCS AGM 2013 • 2013 IQCS Standard Revisions • Chris Smith

  23. 2013 Standards Revisions • Reasons for the review • To ensure standards remain current and relevant • To reflect changes in working practices and technology • To provide clarification and remove ambiguity • To improve document flow and facilitate ease of reference • To maintain parity with ISO20252-2012 standards

  24. 2013 Standards Revisions Summary of changes: • General Principles • The aim of the Interviewer Quality Control Scheme (IQCS) is to ensure that all member companies operate to the same benchmark standards in respect of interviewer recruitment, training, supervision, appraisaland respondent/data validation. In order that this objective can be achieved, rules are laid down showing minimum standards to be followed by all members. • The following standards apply to both fieldwork supplier member companies, and to fieldwork buyer member companies, collectively described in this standards document as 'member companies'.Companies applying for membership must comply with these Standards across all the data-collection methodologies they undertake - irrespective of the number of interviewing days in any one category. Failure to apply these Standards across all methodologies in any type of work will jeopardise a company's IQCS accreditation.

  25. 2013 Standards Revisions • Subcontracting Fieldwork • Member companies must aim to purchase all subcontracted fieldwork from suppliers complying with the requirements of this Standard (i.e. from other IQCS members or from other suppliers complying with section 5 of ISO 20252 - 2012). [We have removed:This requirement does not include the work of individual consultants, but it does include any fieldworkers used directly or indirectly by the consultant.]

  26. 2013 Standards Revisions • 2.1 General project requirements • The following documented information shall be available: • the names of the individuals who worked on the project; • sample achieved (e.g. the total sample achieved/questionnaires returned); • briefing information; • a copy of the questionnaire/data collection material (where a paper copy is available); • method(s) of validation used, where relevant, number of validation checks attempted/monitoring results, and successfully achieved, for each interviewer whose work was checked. • for recruitment, the number of respondents who attended each group relating to that project (if the organisation has chosen to validate 10 % of the total sample achieved on each project see 7.4 or 7.5; • Where appropriate any other relevant feedback or corrective action shall be documented.

  27. 2013 Standards Revisions • 2.2 Project Briefing Supervisors, interviewers and recruiters shall be appropriately and adequately briefed on every project. [Note: requirements for auditors are covered in Section 8] NOTE. This may be by post, telephone, electronically or in person. As a minimum, the briefing shall include details of • fieldwork dates • the target sample • methodology • requirements of the project • attendance records • permission for audio / visual recording of group Records shall be kept to show the full content of the briefing and instructions and to show that all interviewers / recruiters allocated to the project have received briefing and instructions.

  28. 2013 Standards Revisions • 2.2 Supervisors A supervisor is an individual who on behalf of the organisation undertakes at least one of the following data collection tasks: selecting and interviewing new recruits; training; monitoring/appraisals/accompaniments/validation; project management allocating work, progress chasing and/or project and quota control. We have removed: NOTE 1: If an individual only validates/back checks data collection work they are not deemed to be a supervisor

  29. 2013 Standards Revisions • 5.2 Length and Content of Training The dates and length of training given shall be recorded. Added in: The trainee shall sign a document to confirm the date(s) and length of training in hours given and this shall be kept in the individual’s file.  For recruiters, field and telephone interviewers, at least half of training should be conducted either face-to-face or interactively. • 5.6 Training Evaluation Following training sessions, attendees shall be given, or sent, a training evaluation questionnaire to complete. Feedback should be kept in the interviewer/recruiter file or the trainer’s file, as deemed appropriateand reviewed for the purposes of continual improvement of the training programme.

  30. 2013 Standards Revisions • 6.2.1 Field-based Interviewers Interviewers used on 5 - 9 projects/assignments a year, shall be appraised at least once per calendar year; twice if 10 projects or more worked in a calendar year. NOTE 1. Ideally once in each six month period, i.e. once January to June, and once July to December. Interviewers used on 4 or fewer occasions during the year shall be appraised at least once every alternate year, or on the next occasion thereafter that they work.

  31. 2013 Standards Revisions • 6.4 Appraisal of Telephone Centre Interviewers and Recruiters [Moved from 2.6 Additional Qualitative Requirements] NOTE. An organisation may use a continuous monitoring system as input to appraisals. Unless a systematic continuous monitoring system is in operation, each interviewer and each recruiter shall be appraised at least once in a calendar year. An appraisal report shall be documented and dated, signed by the interviewer/recruiter and show details of actions taken/further training given, where appropriate. Where a systematic continuous monitoring system is in operation, evidence of a two-way dialogue shall be documented and retained on file. Where the monitor records are stored electronically, a secure electronic signature system should be in place to demonstrate that the interviewer themselves was present during discussion/feedback and has authenticated the document. This may be via scanning the signed document, use of a unique identifier, acceptance via email or by other security measures built into the system. Note: There is no limit as to how often the documented evidence of two-way dialogue should be done. It may be via at least one monitoring report per annum being completed by the interviewer or be on a continual basis. Where no continuous monitoring is in place, the first appraisal shall be carried out within six months of the date on which the individual was monitored / supervised on their first assignment.

  32. 2013 Standards Revisions • 7 Data Validation - General The purpose of validation is to establish that the data collection has been carried out to briefing instructions and in accordance with general training given. All validation shall be undertaken by individuals adequately and appropriately trained for the task. The content and date of training shall be recorded and kept in the individual’s file.  Validation shall be undertaken by a second person (i.e., other than the individual whose work is being validated). A systematic and representative method shall be used for the selection and rotation of individuals whose work is to be validated. Every effort shall be made to check a high percentage of the work of those selected individuals. The aim shall be to validate/check each person’s work on a regular basis. In the case of Post-Fieldwork validation checking, the number of validation checks attempted and achieved shall be documented. Where validation identifies discrepancies or problems the following actions shall be taken; Documenting the discrepancies or problems and, where appropriate, the corrective action taken

  33. 2013 Standards Revisions • 7.3 Validation during fieldwork using Remote Listening-in A minimum of 5 % of the total sample achieved on each project shall be validated by remote listening-in or audio recordings during fieldwork. • Glossary • Interactive - Interactive is defined as a dialogue or process with two-way interaction, which can be phone, web/skype, video-conference or face to face • PAPI - Data capture by means of personally administered paper interviewing • Recruiter - An individual who on behalf of the organization recruits respondents for research interviews or group discussions [Removed: depth interviews, group discussions or online].

  34. 2013 Standards Revisions • 2014 Inspections will be based on the revised standard • The revised IQCS Standards are on the website: • http://iqcs.org/wp-content/uploads/2013/08/2009-IQCS-Standards-LAST-REVISED-09-05-13-FINAL-VERSION.pdf

  35. IQCS AGM 2013 • Review of the Working Forums • Jenny Lyon

  36. Review of the Working Forum-News from the Information Commissioner’s Office –David Evans 6th June 2013 • Objectives • Discussing the latest hot topics • Opportunity to ask questions about issues affecting our industry • Well attended • Attendees reflecting the various disciplines within research operations • Topics covered included: • Update on issues facing Market Research and Data Collection • Telephone Preference Scheme • Silent Calls

  37. Review of the Working Forum-Jane Frost - CEO Market Research Society • MRS News • Fair Data Mark • MRS activities • New initiatives • Question and answer session • Working Forums are for you! • Lively interactive sessions exploring hot topics affecting our industry • Thank you to all members who attended the forums • Tell us what you want to talk about… gill.wareing@ntlworld.com

  38. IQCS AGM 2013 • Review of the Marketing • Jackie Mold

  39. Our Goal

  40. How • We are contacting agencies who fit the profile • Recommendations

  41. Using!

  42. You can help! Spread the word!

  43. IQCS AGM 2013 • IQCS Website • Volker Balk

  44. IQCS.org • Visitor Statistics • October – November Around 500 Visitors/1800 Page Views • Members Directory 38% • Standards 20% • Newsletter 19% • Countries: UK, US, Germany, Italy, France, Spain, China, India.

  45. IQCS.org • What’s new? • Content reviewed • Standards available in viewer • New pages • Hot Topic section • New members directory implemented

  46. IQCS.org • New Members Directory • Cleaner design • Fully manageable by members • Improved search function • Faster • More secure

  47. IQCS.org • Any suggestions? • What would you like to have implemented?

  48. IQCS AGM 2013 • Financial report • Jeremy May

  49. Financial Statementsending 30th April 2013 • 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 • 2012/2013 financial year saw a deficit of £2,856 • Leaving a total of £13,750 in Member’s Funds • Our solicitors are DMH Stallard 49 / 47

  50. IQCS AGM 2013 • MRS CPA Operations Network • Richard Sheldrake

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