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

2. 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
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Which items seem out of date?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?

3. 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.

4. The Missing Item
Work well as a member of a team

5. 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

6. 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.

7. 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

8. 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

9. Aligning Expectations
The Consulting
Process
The Consultant

10. Issues that Require Clear Communication

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

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

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

14. 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”?

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

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

17. 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?

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

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

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