Presentation on theme: "Charter Mark for HE Libraries UC&R Wales, January 2007 The Leeds Met Experience: Re-accreditation, feedback & putting things right Dilys Young, Service."— Presentation transcript:
Charter Mark for HE Libraries UC&R Wales, January 2007 The Leeds Met Experience: Re-accreditation, feedback & putting things right Dilys Young, Service Development Manager Leeds Met Libraries
Charter Mark @ Leeds Met 2001 - first success 2004 – new criteria – back to the drawing board 2005 – re accreditation – what’s different, what’s the same? 2006 – choice: light vs. heavy 2008? – ‘heavy’ touch? Who knows – all change?
Making the grade – how to approach it Logical approach Setting up the systems – QuIG ‘interpreting’ Action planning ‘gathering’ information at every opportunity Remember the context
Re-accreditation in 2005 – the visit Documentation Format Briefing – same assessor? Preparation Meetings Outcomes Celebrations!
Feedback mechanisms – what we do Developing the culture of continuous improvement Who are the customers How do we get to them Variety of methods Variety of constituencies Keeping track of it all
Putting it right (when it goes wrong) Treat complaints positively Put yourself in their shoes Bend the rules Take risks Allow staff to use their initiative Learning from it & making sure it doesn’t happen again – how to avoid complacency
Benefits: service, staff, university Service: standards, monitoring, doing the ‘right’ things (as well as doing things right) Staff: achievement, input, acknowledgement, clarity of priorities University: pride, best practice, trust, value-added service
Where next? Charter Mark becomes irrelevant, but useful to demonstrate quality standards How will it change and can we still do it? Other standards: Service Mark, ITIL
Any questions? Dilys Young firstname.lastname@example.org 0113 283 2600 ext. 3975/6576