Table of Contents

POLICIES AND PROCEDURES

Working at Strategic Marketing Services 2

Associate Evaluation Procedure 2

Disciplinary Procedures 3

General Office Guidelines 4

Miscellaneous Office Procedures 7

GENERAL INFORMATION

What is SMS? 9

What does SMS do? 9

What does SMS have to offer students? 10

Course Opportunities 10

Software Programs Utilized at SMS 12

Appendices

Appendix A Work Agreement

Appendix B Confidentiality Agreement

Appendix C Evaluation Forms

Appendix D Disciplinary Action Form

Appendix E Timecard Process

Appendix F Voicemail

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Policies and ProceduresWorking at Strategic Marketing Services

Once hired by SMS, Associates will begin to develop business skills to validate their coursework. Students will begin working immediately on consulting projects for actual SMS clients, where they are accountable to clients for their contribution in secondary and primary research, data collection and analysis.

Higher-level work will be assigned as Associates mature and successfully expand their skill sets. Competent students with proficient analytical/reasoning skills and research methods are granted more autonomy with regard to project execution and generally dedicate more time to the program. Associates are paid an hourly wage and generally work 10-20 hours a week during the school year and up to 40 hours per week during the summer interim.

CONFIDENTIALITY

Due to the sensitive nature of the work conducted by SMS, it is of utmost importance to address the subject of confidentiality. As a Research Associate, a student will naturally be exposed to confidential information as a result of work performed during their term of employment. This exposure is inevitable and any disclosure of this information outside of SMS could cause a potentially harmful situation for SMS and SMS clients. Because of this, Associates are required to sign a non-disclosure confidentiality agreement as a condition of employment at SMS. Students should be aware that violation of this agreement will result in termination and possible legal action against the student by either the university or an SMS client. A copy of the Confidentiality Agreement can be found in Appendix B.

Associate Evaluation Procedures

Associates will generally receive a starting wage of $8.00/hour. This may vary depending on past job experience and applicable course work.

SMS has a pay policy based on performance. Associates will be at the conclusion of each work period (fall semester, spring semester, summer interim), at which time SMS reserves the right to continue an Associate’s employment at the same wage rate, increase the Associates wage rate, or terminate employment. Raises will reward Associates who demonstrate exceptional performance, leadership, and commitment to the program.

This policy is subject to change based on program revenue and workload, and is based on several qualities of the Associate, including:

Work Attitude Oral Communication Written Communication Critical Thinking/Analytical Skills Decision Making

Dependability Relations with Others Computer Skills Primary Research Skills Secondary Research Skills

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Initiative Overall CommitmentThese categories are scored on a six-point scale, ranging from Exceptional to Unsatisfactory. Evaluation forms will be completed by the Program Manager. Each Associate is also required to complete a Self-Appraisal Form each evaluation period (Spring, Summer, Fall). Self-Appraisal forms must be completed prior to the evaluation meeting.

A formal evaluation meeting will be held with each Associate and the Program Associate to review the SMS Performance Appraisal documents after they have been approved by SMS’s director. Associates will be given an opportunity to express concerns and discuss other relevant topics, if necessary.

Research Associates are selected and retained based on their demonstrated capabilities. All Associates must consistently perform in an above average capacity to be retained as an employee of the program. See Appendix C for a copy of the associate evaluation form and self-evaluation form.

Disciplinary Procedure

Research Associates are expected to act with the highest integrity and commitment to the job. As a part of the Experiential Learning Program, experience gained by working at SMS is designed to acclimate students to the work environment they will most likely encounter after graduation and because of this, Associates are expected to adhere to the rules and regulations that are common in private business. In most instances, the expectations for SMS Associates are stricter than those required of other campus student employees, and by accepting a position here, an Associate agrees to uphold the rules and regulations set forth by SMS leadership.

In the unfortunate event that SMS leadership would need to take disciplinary action against an Associate, the following 3-step procedure will apply.

1. 1st Reminder2. 2nd Warning3. Notification of Dismissal

Reasons for disciplinary actions include, but are not limited to, the following:

Failure to comply with SMS policy Unexcused absence Poor attitude Clothing/Appearance Unsatisfactory work Negligence

Altering timecard Theft Insubordination Abusive language Intoxication, drug or alcohol Intentional destruction of property

In cases of gross misconduct, SMS reserves the right to terminate an Associate who has clearly abused the privilege of working here. Additionally, our three-strike policy is not limited to the same type of occurrence, but the overall behavioral issues that underlie the need for disciplinary action. Please see Appendix D for an example of the documentation used in any disciplinary action.

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General Office Guidelines

SMS has incorporated several general guidelines to assist Associates in developing business skills. It is important that Associates think and act like a professional in an actual job situation in order to develop the business skills necessary to succeed and prosper in the business world upon graduation.

PROFESSIONAL DRESS CODE STANDARDS SMS daily dress code is Business Casual. Use the following guide to help you choose attire that is comfortable and appropriate for SMS and other business casual activities that you may attend in the future. Please use common sense when evaluating your office attire. If you have questions or need clarifications, please ask Erin.

MenYes

Khakis, chinos, or wool trousers. Shirts with collars (either polo-style, knit

pullover or button down). Sweaters. Jeans, as long as they meet the following

criteria: no holes, frayed hemlines, extremely faded washes, patchwork, etc.

Shorts, as long as they match the criteria above and are not athletic-type shorts.

Dress shoes with socks. Nice sandals.

No Tee shirts. Sports team jackets or shirts. Sweat shirts and sweat pants. Hiking boots, athletic shoes. Hats or caps of any kind. Rubber flip flops.

WomenYes

Slacks, capris, skirts, or dresses (top of the knee) with coordinating tops.

Flat leather shoes/dress shoes. Sleeveless shirts are acceptable if the

straps are 3 inches or wider. Make up and appropriate accessories. Sweaters. Jeans, as long as they meet the following

criteria: no holes, frayed hemlines, extremely faded washes, patchwork, etc.

Nice sandals.

No Casual, athletic, or short shorts. Very short skirts, tight sweater tops, tank

tops or glitter. Athletic tee shirts, sweat shirts, sweat

pants, sports team jackets. Athletic shoes or rubber flip-flops. Hats or caps.

Business casual is how all SMS Employees and Associates should dress on normal workdays. When meeting with a client or potential client, Associates should dress in professional business attire, whether the meeting is on or off campus.

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GENERAL TIME-OFF

SMS functions as a business and is not an academic department of the University. Unlike academic departments, SMS depends entirely on client revenue to support our operations. The nature of our workload at SMS is such that we have projects that running on a calendar year, as opposed to an academic year. For that reason, Associates are expected to work the same schedule as our full-time staff, which includes breaks and summers. SMS’ general time-off policy has been established to give all Associates a fair opportunity to take time-off from work.

A minimum of one week’s notice is requested for any amount of requested time off. An Associate can request time off by simply sending an email to Erin; approval will be granted via email. Time off will be granted on a first come, first serve basis and will be determined by the level of work during that time. The effect an Associate’s absence will have on the progress of a project will also be considered.

Students may request no more than eight days off during consecutive Fall and Spring Terms. Associates employed through the summer may take up to eight days of unpaid leave.

LEAVE POLICYAssociates that choose to request full summer leave, academic leave, or non-academic school year leave are not guaranteed a position when they return. Those students who are interested in re-applying for a position upon their return should follow these guidelines:

Full Summer Leave: Associates wishing to take full summer leave must make their request to the Program Associate in writing by April 1 of each year.

Academic and Non-Academic Leave: An Associate must submit a written request for an academic leave of absence as early as possible. If the Associate wishes to return to SMS after their leave, they must state so in writing at the time the request for leave is submitted. This written request must include the duration of the absence and a statement of educational or career value.

OFFICE GUESTS & SOCIALIZING

While friends and guests are welcome to stop by the office to visit for a couple of minutes, Associates are advised to keep this to a minimum. Additionally, socializing while in the office and non-work related phone calls should be kept to a minimum. While open communication regarding projects is highly encouraged, general conversation often distracts associates from completing project objectives (i.e. writing final reports, conducting telephone interviews, etc.)

Miscellaneous Office Procedures

HOURS OF OPERATION

SMS primarily follows university standards in regards to hours of operation. SMS is open from 8 a.m. to 5 p.m. during the academic semesters and 7:30 a.m. to 4:30 p.m. during the summer. Hours worked by Associates typically fall between SMS’ hours of operation with exception of unusual project circumstances.

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SCHEDULING

Prior to the start of each academic term, Associates work directly with the Program Associate to create a schedule that is agreeable to both the Associate and SMS. Hours worked typically fall in the range of 10-20 hours per week during the semester and up to 40 hours per week during the summer. Hours must be scheduled in time blocks of three consecutive hours at a minimum and students are required to work at least three days a week. Although Associates are involved in the process of creating their schedule, Associates should adhere to the initial agreed upon schedule for the duration of the semester. Furthermore, Associates are expected to be on time for their shifts and work the full length of their shifts unless approval by the Program Manager has been given. The Program Manager must approve any schedule changes or modifications.

BREAKS

Associates who work for extended periods of time will earn breaks relative to the number of hours worked that day. Break times will be flexible and the Program Manager must be notified when an Associate is leaving and coming back from break.

The break guidelines are below and are based upon the length of an Associates’ scheduled working hours:

Up to four hours No BreakFour hours up to six hours 15 minutesSix hours up to seven and a half hours 30 minutes (unpaid) and one 15-minute (paid)Seven and a half hours and above 60 minutes (unpaid) and two 15-minute (paid)

Note: When an associate earns two 15-minute breaks, one should be taken during the morning interim and one during the afternoon. Lunch breaks should fall between the hours of 11:00 and 1:00, meaning; associates should leave no earlier than 11:00 for their lunch break and should return no later than 2:00. Thirty to sixty minute lunch breaks should be documented on the associate’s timecard.

TIMECARD

All Associates must record their hours using the UNI e-Business Suite. This system will be accessible from each student’s my UNIverse account as soon as they have completed their new hire paperwork. Although associates must submit their hours every week in order for payroll to process their hours correctly, associates receive a paycheck on a biweekly schedule. Appendix E contains step-by-step instructions regarding the timesheet process in order to assist new associates with this procedure. It is an Associate’s responsibility to accurately represent the hours worked for SMS.

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WORK LOAD

SMS will determine the number of associates needed during the fall, spring, and summer interims. This threshold will be based on projected workload and available workstations.

Projects will be assigned according to an Associate’s schedule, skills, and work attitude. If the work level is low, it is an Associate’s responsibility to remain busy while at work. If at all possible, the Program Manager will assign an Associate other tasks. If this is not possible due to low project activity, an Associate can offer to leave or may be asked to leave for the day.

TELEPHONE SYSTEM

All telephones have voice mail capabilities. Appendix G contains complete instructions for all voice mail capabilities. Personal phone calls should never interfere with business and long distance phone calls are prohibited.

E-MAIL/INTERNET USAGE

All SMS Employees have access to email and the Internet on office computers. Everyone is encouraged to use these resources to facilitate research and communication purposes. Games and other such activities are prohibited during work hours. All employees are advised to keep personal/leisure use to a minimum and use discretion to avoid abusing this privilege while during normal office hours.

SUPPLIES

SMS supplies are located in Suite 32. All students are advised to ask a Program Manager or the SMS Business Manager (Robin Abraham) when needing assistance in obtaining supplies. Please notify Robin if additional supplies need to be purchased. SMS supplies are not for personal use.

PERSONAL COPIES AND FAXES

The fax and photocopier are located in Suite 32. Common sense must be used when using the copier for personal copies. While one or two copies is acceptable, any SMS employee needing several copies is advised to go to the CBA Business Exchange to attain additional copies.

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General InformationWhat is SMS?

Strategic Marketing Services is a full-service fee-based marketing research firm based at the University of Northern Iowa’s College of Business Administration. SMS provides customized market research, analysis, and business consulting services to businesses for the purpose of stimulating growth in sales and profitability. The marketing assistance services offered by SMS include:

Marketing Strategies Market Research & Analysis Strategic Planning Customer Generation Marketing Plans Pricing Guidelines Competitor Analysis Market Channel Assessment Implementation Services

Strategic Marketing Services provides a complete array of marketing services and access to several other services and programs through its university affiliation.

What does SMS do?

Based on the fact that customer needs vary, every marketing assistance project is altered to provide customized assistance for individual clients. However, as a general guideline, SMS typically provides assistance in three stages:

STAGE 1: GETTING STARTED

The preliminary phase of each project begins with an initial meeting between SMS and the prospective client. This meeting provides SMS with an overview of the company’s products, markets, vision, and goals. SMS then conducts personal interviews with management to gain a clearer picture of the company’s marketing needs, capabilities, and resources.

These initial steps form the basis of the Situation Analysis – the process of defining a company’s strengths, weaknesses, opportunities, and threats – which shapes the marketing assistance project itself. The project begins only after SMS generates, and the client approves, a tailored Marketing Research Assistance Plan (Scope of Work) defining a proposed project’s:

Objectives Design Deliverables Fees

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This preliminary phase is provided without fee or obligation.

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STAGE 2: MARKET RESEARCH

Once the Scope of Work & Project Cost proposal (output of Stage 1) is generated and agreed upon by both parties, the marketing assistance plan commences. Generally, Strategic Marketing Services begins by collecting data relevant to marketing decision-making. This research provides information on the effectiveness of the client’s marketing mix as it currently exists and also provides insight for necessary changes. SMS researchers access a variety of reference materials and databases for obtaining up-to-the-minute information on the client’s target markets - both broad and segmented. Written, telephone, personal or on-line customized surveys are often developed in conjunction with the results of secondary research efforts to achieve maximum relevance and immediacy for each client’s interests.

STAGE 3: MARKET ANALYSIS

To form a solid foundation for strategic planning, SMS works with the client to gain a full understanding of accumulated data. Analyzed for their relevance to the client’s specific situation are: customers, competitors, sources of competitive advantage or disadvantage, marketing channels, technologies, product trends, political and economic environments, and pricing issues.

What does SMS have to offer students?

Based on the exclusive coupling of market research professionals and university faculty, SMS has the unique ability to offer students an exceptional opportunity to bridge the gap between a college education and the experience necessary for success in the job market. Specifically, this program affords students “real-world” business experience within an educational setting. Students attain “hands-on” professional experience to complement their academic education. More importantly, this training experience produces individuals who possess the knowledge and confidence most people acquire only after several years of experience in the job market. Accelerating the students’ preparation for the “real world,” while attending college provides these students with a competitive advantage over other students in the same job market. In short, this experience represents the missing link between receiving a college degree and developing a career. Students have the opportunity to advance their learning experience as far as they choose.

COURSE OPPORTUNITIES

Associates have the opportunity to sign up for class credit every semester they are working at SMS. The Program Manager (Erin Bishop) should have verification for any students signed up for one of the following: Experiential Learning, Cooperative Education, or Marketing Internship.

Software Programs Utilized at SMS

Associates of Strategic Marketing Services also utilize several software programs to assist them in daily tasks associated with collecting, analyzing, and presenting research data, as well as general office communication. Brief descriptions of the primary software programs used by Associates at SMS can be found below.

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WINDOWS PROGRAMS – MICROSOFT WORD, EXCEL, AND POWERPOINT Most Associates are proficient in these programs based on academic exposure. However, Associates use these programs not only for general office purposes, but also to aid in the construction, development, and execution of final reports and presentations to clients.

SPSS STATISTICAL SOFTWARE

This program is used to analyze the data collected from primary research techniques, such as surveys. Associates assist Program Associates and/or Program Managers in the customized development of surveys to client specification. Once both parties (SMS and the client) agree upon the contents of the survey, Associates then use this program to construct the survey, enter data (survey responses), analyze this data, run cross-tabulations between question variables, and graph statistics. The ability to understand how this program works is highly dependent upon the Associate’s experience with statistics.

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Appendix A: Work Agreement

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Appendix B: Confidentiality Agreement

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Appendix C: Evaluation Forms

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Appendix D: Disciplinary Action Form

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Appendix E: Timecard Process

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Appendix F: Voicemail

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