Interviewer Quality Control Scheme
27th Annual General Meeting
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© IQCS 2013
14th November 2013
1
Agenda
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Review of the Year
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Inspections
 Standards Update
 Working Forums
 Marketing
 Website update
 Financial Review
 MRS CPS Operations Network
 AQR update
 MRBA update
© IQCS 2013
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Review of the year
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IQCS Council
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© IQCS 2013
Composition
Vacancies
IQCS Activities 2013
3
Current IQCS Council Structure
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3 representative members
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8 elected members
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© IQCS 2013
MRQSAB
MRS
AQR
7 data collection suppliers – 2 vacant
1 user currently vacant
1 Co-opted member
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Current IQCS Council Members 2013
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Representing Industry Bodies
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Elected members
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Brian Bogard
Chris Smith
Jackie Megahey
Jackie Mold
Jenny Lyons
Jeremy May
Stacey Charlesworth
Co-opted member
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© IQCS 2013
MRQSAB - Penny Steele
MRS - Richard Sheldrake
AQR – Liz Sykes
Volker Balk
5
IQCS Council For 2014
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Elected Suppliers Rotation System
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Two Positions to be filled
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© IQCS 2013
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 29th 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 Wednesday 11th December
Elected ‘user’ - an annual appointment
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Other Members of the Team
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Administrator
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Inspection Team
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© IQCS 2013
Gill Wareing
Gaynor Montague
Sue Curtis
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IQCS Council for 2014
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IQCS Council is represented on the following industry
bodies:
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© IQCS 2013
MRQSAB – 2 council members
BSI Technical Committee – 2 council members
MRS Company Partner Service Board -1 council member
AQR-1 council member
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IQCS Activities in 2013
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Information and support to members
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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
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© IQCS 2013
Advisory visits
IQCS related information available on the web
We held 2 workshops/forums this year
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IQCS Activities in 2013
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Continued dialogue with members and the industry on how we
continue to evolve
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A huge thanks to Council members:
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© IQCS 2013
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
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IQCS AGM 2013
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© IQCS 2013
IQCS Inspections in 2013
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Inspection Process in 2013
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June
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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
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One application form for all methodologies
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Summer/Autumn
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© IQCS 2013
Inspections conducted
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Inspection Process in 2013
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Autumn/Winter
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Inspectors debriefed
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© IQCS 2013
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
Feedback to Council / further decisions made
Feedback to members via the actual inspection reports and letter
13
Inspection results (For 2014 membership)
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Current Potential Membership
= 37 Versus 38 in 2013
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18 IQCS inspection forms received plus 1 to come
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Lost 2 Inspected member companies but hopefully after their
Inspection have gained 1 new member company
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15 Inspections conducted to date
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© IQCS 2013
Inspection panel has meet to review inspection forms received so far
Companies are currently being informed of the outcome of their
Inspections
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Inspection results (For 2014 membership)
© IQCS 2013
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4 inspections still to be conducted
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1 advisory visit conducted this year for a new company who has since
applied for Membership via our inspected route
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User Member Category continues to remain empty
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IQCS user members are companies who do not have their own inhouse 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
15
Inspection results (For 2014 membership)
© IQCS 2013
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Currently 18 companies hold IQCS membership via their ISO 20252
accreditation
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ISO companies will be asked to renew membership by 31st December
2013
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The IQCS certificate which we issue and our website will clearly
indicate if the member company has undertaken an IQCS inspection
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Membership breakdown
2014
2013
 Fieldwork ‘Suppliers’
19
20
 Fieldwork ‘Users’
0
0
 ISO 20252 Members
18
18
37
38
Total
© IQCS 2013
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2013 Inspections Evaluations
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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
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Feedback from the inspections was again extremely positive and companies
continue to appreciate the Inspector’s extensive industry experience
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Inspectors continue to be a very valuable source of information and
suggestions
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Many feel that the annual inspection is a good thing as it focuses the whole
team to ensure standards are continually met
© IQCS 2013
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2013 Inspections Evaluations
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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
© IQCS 2013
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Feedback about the Inspectors
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© IQCS 2013
“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 ”
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Inspections for 2014
 With IQCS inspections having been conducted this
year, 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
© IQCS 2013
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IQCS AGM 2013
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2013 IQCS Standard Revisions
– Chris Smith
© IQCS 2013
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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
© IQCS 2013
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2013 Standards Revisions
Summary of changes:
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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, appraisal and 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.
© IQCS 2013
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2013 Standards Revisions
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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.]
© IQCS 2013
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2013 Standards Revisions
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2.1 General project requirements
 The following documented information shall be available:
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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.
© IQCS 2013
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2013 Standards Revisions
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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.
© IQCS 2013
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2013 Standards Revisions
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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
© IQCS 2013
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2013 Standards Revisions
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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.
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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 appropriate and reviewed for the purposes of continual
improvement of the training programme.
© IQCS 2013
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2013 Standards Revisions
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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.
© IQCS 2013
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2013 Standards Revisions
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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 twoway 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.
© IQCS 2013
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2013 Standards Revisions
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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
© IQCS 2013
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2013 Standards Revisions
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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.
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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].
© IQCS 2013
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2013 Standards Revisions
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2014 Inspections will be based on the
revised standard
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The revised IQCS Standards are on the
website:
 http://iqcs.org/wp-content/uploads/2013/08/2009-IQCS-
Standards-LAST-REVISED-09-05-13-FINALVERSION.pdf
© IQCS 2013
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IQCS AGM 2013
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Review of the Working Forums
– Jenny Lyon
© IQCS 2013
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Review of the Working ForumNews from the Information Commissioner’s Office –David Evans 6th June 2013
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Objectives
 Discussing the latest hot topics
 Opportunity to ask questions about issues affecting our
industry
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Well attended
 Attendees reflecting the various disciplines within research
operations
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Topics covered included:
 Update on issues facing Market Research and Data Collection
 Telephone Preference Scheme
 Silent Calls
© IQCS 2013
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Review of the Working ForumJane Frost - CEO Market Research Society
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MRS News
 Fair Data Mark
 MRS activities
 New initiatives
 Question and answer session
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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
© IQCS 2013
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IQCS AGM 2013
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Review of the Marketing
– Jackie Mold
© IQCS 2013
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Our Goal
© IQCS 2013
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How
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© IQCS 2013
We are contacting agencies
who fit the profile
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Recommendations
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Using!
FACEBOOK
TWITTER
IQCS
New Website
LINKEDIN
© IQCS 2013
EMAIL
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You can help! Spread the word!
© IQCS 2013
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IQCS AGM 2013
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IQCS Website
– Volker Balk
© IQCS 2013
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IQCS.org
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© IQCS 2013
Visitor Statistics
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October – November Around 500 Visitors/1800 Page Views
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Members Directory 38%
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Standards 20%
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Newsletter 19%
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Countries: UK, US, Germany, Italy, France, Spain, China,
India.
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IQCS.org
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© IQCS 2013
What’s new?
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Content reviewed
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Standards available in viewer
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New pages
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Hot Topic section
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New members directory implemented
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IQCS.org
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© IQCS 2013
New Members Directory
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Cleaner design
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Fully manageable by members
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Improved search function
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Faster
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More secure
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IQCS.org
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Any suggestions?
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© IQCS 2013
What would you like to have implemented?
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IQCS AGM 2013
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Financial report
– Jeremy May
© IQCS 2013
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Financial Statements
ending 30th April 2013
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Our accountants Tudor John compiled and verified
our financial statements in accordance with the
Companies Act 2006
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A copy of the financial statements were sent via email to all IQCS members companies
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2012/2013 financial year saw a deficit of £2,856
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Leaving a total of £13,750 in Member’s Funds
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Our solicitors are DMH Stallard
© IQCS 2013
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IQCS AGM 2013
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MRS CPA Operations Network
– Richard Sheldrake
© IQCS 2013
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IQCS AGM 2013
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AQR Update
– Liz Sykes
© IQCS 2013
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IQCS AGM 2013
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Everything you always wanted to know about the
*
– Claire Harris and Pat Molloy
*
But were afraid to ask
© IQCS 2013
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The MRBA
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Market Research Benevolent Association
The market research industry’s charity
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Registered Charity: 274190
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Founded in 1977
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Provides financial relief and assistance to people
who are experiencing financial distress …
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© IQCS 2013
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
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Challenges
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Continues to need to make itself much better
known across the Industry
Uncertainty and misperceptions about what it can
do and for whom
Reluctance to ask for help
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© IQCS 2013
pride, embarrassment, confidentiality, uncertainty
Requirement for MRBA to offer advice as well as
financial assistance
Many people willing to donate - but have not been
asked
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Relief and assistance
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Grants and interest free loans
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Have assisted in other ways, including help with:
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© IQCS 2013
recuperative breaks, wheel chairs, stair lifts, home
dialysis machine, Xmas boxes
Mentoring and friendship:
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2012/2013 ~ £33K on charitable activities
Deficit
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
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Dispelling the myths
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Neither part of nor responsible to MRS
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Don’t have to be an MRS Member to benefit
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Don’t have to be in dire straights
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Can have worked in MR research in any capacity
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Can help immediate family & dependents
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No one else will know – discreet and confidential
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Advice and support can also be given
© IQCS 2013
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Who we are and how it works
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Management Committee (Most of whom are Trustees)
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Ian Brace (Chair)
Marian Stringer (Nat. Cases Manager) & Mary Williams (Assistant)
Linda Henshall
Justin Gutmann
Margery Hancock
Sue Robson
Nick Palmer
Claire Harris
Pat Molloy
Danielle Scott (Secretary / Treasurer)
Regional Welfare Officers
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Applicants normally to have worked in MR for at least two years
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Applications assessed by Welfare Officers & Cases Manager
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Then discussed by management committee
Confidentiality and anonymity at all times
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© IQCS 2013
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Some examples (name changed)
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Barbara has been an interviewer for over 20 years
but recently been ill, was unable to work for a time
and got into serious debt
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Back at work and cut down on expenses but still
needed to run a car for work
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MRBA funded repairs to the car, given some extra
money to clear some debts
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“I don’t know how I would have managed if it wasn’t
for the MRBA….. It’s also just been nice to have
someone to share my problems with”
© IQCS 2013
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Some examples (name changed)
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Mary began her career in the fashion industry but
turned to market research when she had a young
family
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This led to work on the field management team for a
large company
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Now retired and coping with various health issues,
including worsening osteoarthritis
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MRBA helped financially to install a walk-in shower
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“Having this shower makes such a difference to my
quality of life and I’m so incredibly grateful”
© IQCS 2013
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Some examples (name changed)
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Jason was an interviewer for over 10 years, then
developed depression
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Found it impossible to go out, meet people and
interview them
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Someone at work mentioned the MRBA
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The Regional Manager met him and was, he said
“incredibly friendly and helpful”
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MRBA gave some money to tide him over and also
offered a small loan which Jason paid off once he
was better
© IQCS 2013
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Impact
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“I can’t tell you how much it means to
know someone out there actually cares.”
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“I was so grateful and relieved. All I
wanted to do was to give Marian the
biggest hug in the world! She was just
wonderful – a real treasure! The funds
arrived quickly – it all just happened. I
was very impressed.”
© IQCS 2013
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Spreading the word
- fund raising activities
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Sponsorship
Auctions
Competitions
Raffles and prize draws
Fundraising events
Donations
Dividends and interest (Improving
recently)
 Membership (Friends, Patrons)
© IQCS 2013
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Friends and Patrons Campaign
We have 4 different categories:
Individual friends (min £25/yr - price of a
latte per month)
Lifetime friends (min £250 one off)
Corporate patrons (min £500 per year)
Now 24 Corporate Patrons !!
Corporate Friends (min £100 per year)
Now 8 Corporate Friends
© IQCS 2013
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Friends and Patrons Campaign
© IQCS 2013
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New Website – Launched November 2013
© IQCS 2013
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Spreading the word
- further publicity
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Leaflet and Card
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Information about the MRBA and Helpline service
Tel number:
0845 652 0303
Website:
www.mrba.org.uk
Email address:
info@mrba.org.uk
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Information sheet (ideal to send with IID cards)
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1st ever event for Friends on November 26th
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Badges for websites
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Advertising
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Presence at conferences and other industry events
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Website links
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MRBA Matters (Biannual Newsletter)
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Tell your industry friends and colleagues about us! Ask them
or their companies to join up!
© IQCS 2013
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Donations !
© IQCS 2013
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Thank you!
The Market Research Benevolent Association
0845 652 0303
www.mrba.org.uk
© IQCS 2013
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