通过以结果为中心的服务交付表达价值和影响:桑德兰大学的学生和学习支持经验

IF 1.8 Q2 INFORMATION SCIENCE & LIBRARY SCIENCE Performance Measurement and Metrics Pub Date : 2017-12-15 DOI:10.1108/PMM-08-2017-0034
Kay Grieves, O. Pritchard
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引用次数: 4

摘要

本文的目的是分享桑德兰大学的学生和学习支持如何嵌入并成熟了一个新的以结果为中心的绩效模型-质量模型-以便创建一个敏捷的价值,结果和影响证据的证据基础。作者还将分享如何在我们的图书馆环境中建立关于价值和影响捕获的基本原则,如何使用AMOSSHE价值和影响工具包在更广泛的学生和学习支持服务的多融合服务交付背景下开发和成功应用这些概念和方法。设计/方法/方法作者的方法将通过两个案例研究来说明,第一个侧重于大学图书馆服务,第二个侧重于学生咨询服务。研究结果将揭示,通过建立一个以结果为中心的模型,作者已经能够将其应用于融合服务,以产生阐明我们关键服务目标的价值和影响所需的证据。作为一种绩效方法,质量模型是一个原创的概念,它是一个自我形成的模型,旨在满足桑德兰大学的战略需求。它与许多绩效模型的不同之处在于,它建立在服务文化和客户关系管理的整体方法之上,并以战略营销原则为基础。AMOSSHE工具包是一个预先存在的工具包,在论文中被充分引用。质量模型和AMOSSHE工具包具有特别的相关性,因为许多高等教育服务在展示其价值和影响以及其服务提供的结果方面面临越来越大的挑战。这就要求采取战略方法来管理定性证据。因此,尽管是定制的,但该方法可转移到其他高等教育设置的战略优先事项中。
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Articulating value and impact through outcome-centered service delivery: The student and learning support experience at the University of Sunderland
Purpose The purpose of this paper is to share the ways in which student and learning support at the University of Sunderland has embedded and matured a new outcome-centered performance model – the Quality Model – in order to create an agile evidence-base of value, outcome and impact evidence. The authors will also share how, having established the fundamental principles regarding value and impact capture in our library setting, the concepts and approaches have also been developed and applied successfully within the context of multi-converged service delivery across the wider student and learning support service, using the AMOSSHE Value and Impact Toolkit. Design/methodology/approach The authors’ approach will be illustrated with two case studies, the first focusing on the university library services and the second on the student counseling service. Findings The findings will reveal that by establishing an outcome-focused model, the authors have been able to apply it across a converged service in order to generate the evidence required to articulate the value and impact of our key service objectives. Originality/value As a performance approach, the Quality Model is an original concept in that it is a self-formed model designed to meet the strategic needs of the University of Sunderland. It differs from many performance models in that it is founded on a holistic approach to service culture and customer-relationship management and is based upon strategic marketing principles. The AMOSSHE Toolkit is a pre-existing toolkit which is fully referenced in the paper. The Quality Model and AMOSSHE Toolkit are of particular relevance as many higher education services are increasingly challenged to demonstrate their value and impact and the outcomes their services deliver. This calls for a strategic approach to managing qualitative evidence. Therefore, although bespoke, the approach is transferable to the strategic priorities of other HE settings.
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来源期刊
Performance Measurement and Metrics
Performance Measurement and Metrics INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
2.20
自引率
0.00%
发文量
1
期刊介绍: ■Quantitative and qualitative analysis ■Benchmarking ■The measurement and role of information in enhancing organizational effectiveness ■Quality techniques and quality improvement ■Training and education ■Methods for performance measurement and metrics ■Standard assessment tools ■Using emerging technologies ■Setting standards or service quality
期刊最新文献
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