Measuring Quality in Super-Converged Services

Appleton, Leo. 2016. Measuring Quality in Super-Converged Services. In: Jeremy Atkinson, ed. Quality and the Academic Library. London: Elsevier, pp. 237-245. ISBN 978-0-12-802105-7 [Book Section]

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Abstract or Description

Library and Student Support, a super-converged student facing service at Liverpool John Moores University developed a Quality Assurance Framework in order to achieve a consistent approach to measuring performance and quality within and across its constituent functions. Having been unable to find a suitable framework within the higher education sector, the management team sought advice and innovation from the commercial sector and developed a new approach to quality assurance based around the concepts of ‘moments of truth’. The approach entailed a mixture of quantitative and qualitative methods and provides a very different approach for academic library services.

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Book Section

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Super-convergence; Quality Assurance Framework; moments of truth; student lifecycle; Liverpool John Moores University



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Date Deposited:

22 Aug 2017 10:40

Last Modified:

22 Aug 2017 10:40


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