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Quality Assurance in a Super-converged Student Support Service

Leo Appleton, Liverpool John Moores University 9 th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Quality Assurance in a Super-converged Student Support Service. Background to L&SS. Library Services + Computing Services

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Quality Assurance in a Super-converged Student Support Service

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  1. Leo Appleton, Liverpool John Moores University9th Northumbria International Conference on Performance Measurement in Libraries and Information Services Quality Assurance in a Super-converged Student Support Service

  2. Background to L&SS • Library Services + Computing Services • Student Administration (Enrolment, Registration, Coursework submission, • Student finance, Bursaries, Student Loans) • Programme Administration (Progression advice, Module advice, Examination) • Access to Welfare and Advice • Access to Careers and Employability

  3. Key issues Strategic Planning Change Management Service Standards Values and Behaviours Quality

  4. What did we measure and count?

  5. Why? • What is it contributing to? • How do we join things up? • How do individual service areas feed into an institutional development plan? • Who do we benchmark against? • Where are the common standards? • Where are the common service levels? • Where are the common values?

  6. Justifying the impact and value How do we know if what we are doing and what we are providing is successful?

  7. Quality Assurance Framework • How do we know how well we are doing? • How do we know how much impact we are having on the student experience? • How do we know whether we are meeting or exceeding student expectations? • How do we inform future developments and make sure we are delivering consistently high quality services?

  8. Need to do something different? Massive increase in customer satisfaction – driven by changes in management behaviours Added value of staff and measuring the impact of the customer at the moment of truth!

  9. Measure student satisfaction at key moments of truth EnrolmentInduction Information skills Study support Staff support Assessment

  10. Measures of performance and satisfaction for 2010-11

  11. Quality Framework – Enrolment

  12. Quality Framework – Induction

  13. Quality Framework – Information Literacy

  14. Quality Framework – Study Support

  15. Quality Framework – Staff Support

  16. Quality Framework – Assessment

  17. What now? Establish robust systems to implement L&SS Quality Assurance Framework Staff understanding of Values driven Quality Assurance Commitment to quality improvement and continual responsiveness approach to student feedback and satisfaction

  18. Thank You • Leo Appleton, Associate Director, Library and Student Support, Liverpool John Moores University. • l.appleton1@ljmu.ac.uk • Appleton, L., (2010) ‘Living through super-convergence: creating Library and Student Support at Liverpool John Moores University, SCONUL Focus, 49, pp. 67-70 • Appleton, L., (2011) ‘Super-convergence. Liverpool John Moores University, 7th October 2010, SCONUL Focus, 51, pp. 85-89

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