Statistical Sciences 9544A The Ideal Statistical Client and the Satisfied Consultant

Qualities Needed for a Statistical Consultant Article in American Statistician, 1980, “Preparing Statisticians for Careers in Industry: Report of the ASA Section on Statistical Education Committee on Training of Statisticians for Industry”, pp. 65-75. The article contains a table showing twelve desirable traits for a statistician working in industry. Which ones apply to statistical consulting? as a private consultant as a member of a research group in a company or a research unit in a academic situation The article was written in 1980 Which items seem out of date? And how would you change them?

An Ideal Industrial Statistician Is well trained in the theory and practice of statistics. Is an effective problem solver. Has good oral and written communication skills. Can work within the constraints of the real world. Knows how to use computers to solve problems. Is familiar with the statistical literature. Understands the realities of statistical practice. Has a pleasing personality and is able to work with others. Gets highly involved in the solution of company problems. Is able to extend and develop statistical methodology. Can adapt quickly to new problems and challenges. Produces high-quality work in a timely fashion.

The Missing Item Work well as a member of a team

Qualities of a Good Consultant and Modes of Intelligence Areas for qualities of a good consultant: knowledge skills experience attitude work habits personality motivation behaviour Areas of intelligence feeding these qualities verbal/linguistic intelligence logical/mathematical intelligence visual/spatial intelligence interpersonal intelligence body/kinesthetic intelligence musical/rhythmical intelligence

The Client’s Perspective in Quality Assurance Consulting Five dimensions of quality which determine a customer’s level of satisfaction from Measuring Customer Satisfaction by Bob E. Hayes: Availability of support: the degree to which the customer can contact the provider. Responsiveness of support: the degree to which the provider reacts promptly to the customer. Timeliness of support: the degree to which the job is accomplished within the customer’s stated time and/or within the negotiated time frame. Completeness of support: the degree to which the total job is finished. Pleasantness of support: the degree to which the provider uses suitable professional behaviour and manners while working with the customer.

Another Perspective from Service Quality Another five dimensions from Delivering Quality Service by Valerie Zeithaml, A. Parasuraman and Leonard Berry. Tangibles: the appearance of the physical facilities, equipment, personnel, and communication materials Reliability: the ability to perform the promised service dependably and accurately Responsiveness: the willingness to help customers and provide prompt service Assurance: the knowledge and courtesy of employees and their ability to convey trust and confidence Empathy: caring, individualized attention that the firm provides its customers

Comparisons Availability of support: the degree to which the customer can contact the provider. Responsiveness of support: the degree to which the provider reacts promptly to the customer. Timeliness of support: the degree to which the job is accomplished within the customer’s stated time and/or within the negotiated time frame. Completeness of support: the degree to which the total job is finished. Pleasantness of support: the degree to which the provider uses suitable professional behaviour and manners while working with the customer. Tangibles: the appearance of the physical facilities, equipment, personnel, and communication materials Reliability: the ability to perform the promised service dependably and accurately Responsiveness: the willingness to help customers and provide prompt service Assurance: the knowledge and courtesy of employees and their ability to convey trust and confidence Empathy: caring, individualized attention that the firm provides its customers

Aligning Expectations The Consulting Process The Consultant

Issues that Require Clear Communication

Issue 1 What is your role as the consultant? your responsibilities your level of authority your mode of participation in the decision making process

Issue 2 What are the roles of others on the project? their responsibilities their levels of authority their part in the decision making process

Issue 3 Some possibilities face-to-face meetings telephone e-mail teleconferencing periodic reports or updates How will communications be maintained?

Issue 4 Whatever has been agreed to be delivered to the client. material must be relevant and accessible report code apps What are the “deliverables”?

Issue 5 Are they firm or flexible? What is the cost of missing a deadline? What are the deadlines?

Issue 6 money joint authorship How will you be compensated? acknowledgement something else? How will you be compensated?

Issue 7 You need to discuss with the client what methods you will use and why. or You need to know what valid methods can be applied to a problem and then explain it to the client. What are acceptable statistical practices?

Issue 8 Examples Can you publish related material in the future? Can the data be used for other projects? What are the ownership rights?

Issue 9 What stipulations are there for security and confidentiality? Examples StatCan RDCs nondisclosure agreements data privacy agreements

Issue 10 When is your participation finished? Need for closure client may have open-ended needs Do you want … this? … or this?