Quality indicators facetoface interviewing Kees van Berkel Maritte
Quality indicators face-to-face interviewing Kees van Berkel Mariëtte Vosmer Jerusalem, 21 -24 July 2013
Upgrading fieldwork quality How to measure, judge and improve the quality of a process and of its products? 1. Analyse the process: § Divide into sub-processes with input and output § Describe what happens in each sub-process § Display the connection between sub-processes by means of a flow chart 2. Determine for each sub-process its aim 0. 1 Quality indicators face-to-face interviewing 1
Upgrading fieldwork quality 3. Define for each sub-process one or more Q-indicators by which it can be seen wether • • the aim is achieved progress has been made 4. Implement Q-indicators in the organisation: discuss and prioritize with management 5. Implement Q-indicators in IT systems 0. 2 Quality indicators face-to-face interviewing 2
Sub-processes 0. 3 Quality indicators face-to-face interviewing 3
Q-indicators Requirements on quality indicators: 1. Measurable = performable in practice 2. Provided with a standard = produced results or achieved progress can be judged 3. Interpretable = the sub-process can be evaluated and adjusted if necessary 0. 4 Quality indicators face-to-face interviewing 4
Q-indicators (2) Selected indicators for implementation: Ø Interviewer performance Ø Expected and realized travel distance Ø Cost-benefit of contact attempts 0. 5 Quality indicators face-to-face interviewing 5
Example of Quality indicator Name: Interviewer performance by survey. Definition: Variables: j nj k pi rij = = = interviewer, sample size of interviewer j, number of urbanization classes, response rate in urbanization class i, responses in urbanization class i by interviewer j. Standard: 0. 6 Quality indicators face-to-face interviewing 6
Example of Quality indicator (2) high urbanization n r low urbanization p n r total p n r p A 600 240 0. 40 400 240 0. 60 1000 480 0. 48 B 600 180 0. 30 400 300 0. 75 1000 480 0. 48 C 400 120 0. 30 600 450 0. 75 1000 570 0. 57 all 1600 540 0. 34 1400 990 0. 71 0. 7 Quality indicators face-to-face interviewing 3000 1530 0. 51 7
Example of Quality indicator (3) Action: j performs better than the rest. j performs worse than the rest. If interviewer j does not meet the standard frequently, then the region manager must pay some extra attention to interviewer j. Purpose: 0. 8 Quality Comparing individual interviewer performance with the full interviewing force performance. indicators face-to-face interviewing 8
Example of Quality indicator (4) Presentation: Included in the response surveys Source: Variables can be found in the case management system Period under review: The fieldwork period, actually a month 0. 9 Quality indicators face-to-face interviewing 9
Lessons learned 1. Implement Q-indicators in a stable organization 2. The responsible managers must be convinced of the benefit of Q-indicators 3. Q-indicators have to be discussed with and prioritized by the responsible managers 4. Quality has to be at the core of all the managers and all the employees 0. 10 Quality indicators face-to-face interviewing 10
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