1. 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

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 Change Management Strategic Planning Service Standards Values and Behaviours Quality

4. 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

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 skillsStudy support Staff supportAssessment

10. Measures of performance and satisfaction for 2010-11

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

12. 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

13. 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

14. 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

15. 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

16. 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

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, 7 th October 2010, SCONUL Focus, 51, pp. 85-89