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BCQ – Our Response to Client Expectations

Strategic Day 2012 - for web

One of the themes that emerged during the 2012 AMSRS Conference, Looking Forward Looking Back, was that the evolution of the research world, and changes to the business environment that clients operate within, have led to changes in client expectations.  These included a need for us as research providers to generate reliable research results both faster and cheaper.  Market Solutions’ management took this learning on board as it poses a real challenge for us.  We feel it is pretty easy to do things more quickly and potentially to do them at a lower cost but we are not as confident we can do that while maintaining our high standards and producing quality outputs that add value for clients.

I therefore conducted a training workshop with MS staff to inform them of changes within the industry and how these impact our day to day work and our outputs.  Following the training, we workshopped improvement strategies that might help us to meet the changing needs of clients, then discussed the pros and cons of each (to determine which were feasible).  From this we established a BCQ (Better Cheaper Quicker) task force which is made up of small teams, each focusing on one area of the services we provide (e.g. fieldwork, data cleaning and analysis, reporting and presentation, etc).  The aim of the task force is to review our processes with consideration to efficiency and quality while incorporating new technologies and innovative approaches to data collection and presentation.   The outcome of the BCQ will become evident as we start rolling out these changes during the 2013-14 financial year.

As always, we encourage our clients to provide us with any feedback – for more information email Anna on alethborg@marketsolutions.com.au or call 03 93728400.