Leo Appleton, Liverpool John Moores University

9th 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

• 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

Key issues

Change Management

StrategicPlanning

Service Standards

Values and Behaviours Quality

What did we measure and count?• Headcounts• Gatecounts• SCONUL Returns• Annual Statistics• LibQUAL• Feedback and Comments

scheme• Boards of Study• NSS feedback and

comments

Library and IT Support

• Enrolments• Registrations• HESA Returns• Number of coursework

submissions• Speed of enrolment• Speed of coursework

processing• Enrolment survey• Boards of Study• Programme Boards

Student Administration and Finance

• Matrix assessment• Number of appointments• Number of referrals• Retention numbers• NSS feedback and

comments• Graduate destinations

Welfare and Careers

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?

Justifying the impact and value

How do we know if what we are doing and what we are providing is successful?

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?

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!

Measure student satisfaction at key moments of truth

Enrolment InductionInformation skills Study support

Staff support Assessment

Measures of performance and satisfaction for 2010-11

Quality Framework – Enrolment

Numbers• No. of fastrack

enrolments• No. of online

enrolments• No. of successful

enrolments for returning students

KPIs• Time taken to enrol• % of new starters

successfully completing fastrack enrolment

• % of successful online enrolments

• % of students satisfied with enrolment

Feedback• Bespoke enrolment

satisfaction surveys• Fastrack• Non-Fastrack• Returning

students• Anomalies

Quality Framework – Induction

Numbers• No. of Induction

sessions• No. of students

eligible for induction

KPIs• % of eligible students

receiving induction• % of students

satisfied with induction

Feedback• Standard pro-forma to

be completed at each induction sessions (e.g. which students, how many, etc)

• Induction survey to be completed by all students at induction to measure satisfaction with induction, perceived usefulness of induction

Quality Framework – Information Literacy

Numbers• Number of info skills

sessions• Number of students

eligible for info skills

KPIs• % of eligible students

receiving info skills• % of students

satisfied with info skills

• Correlation with LMS/e-resource usage

Feedback• Induction survey to be

completed by all students at induction to measure satisfaction with induction, perceived usefulness of induction

• Comments in LibQUAL

Quality Framework – Study Support

Numbers• Number of different

types of enquiry• Number of book

loans• Number of

Downloads• LMF spend per

student• Time taken for re-

shelving• Time taken for

document delivery

KPIs• Enquiry by

student/type• Loans per student• Correlation with

LMS/e-resource usage

• Downloads per student

• % of students satisfied with enquiry service

Feedback• Exit survey at key times

in the year to measure satisfaction with enquiry services

• Feedback and comments in LibQUAL and NSS

Quality Framework – Staff Support

Numbers• Number of different

types of enquiry• Number of

appointments made / attended

• Time taken to respond to enquiries and referrals

KPIs• % of appointments

attended• % of enquiries

responded to within target time

• % of students satisfied with enquiry services

Feedback• Feedback and

comments on staff support within NSS, Mirror survey, Comments scheme and LibQUAL

• Periodic enquiry satisfaction surveys

• Student Finance online transaction survey

Quality Framework – Assessment

Numbers• Number of

coursework submissions

• Times taken to get to School Offices

KPIs• No of pieces of

coursework processed within agreed service standard - % satisfaction rate

• % of coursework arriving at School within standard time frame

Feedback• School office satisfaction

survey

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

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