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A whole-service Quality Evaluation Framework

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Keene, Judith ORCID: https://orcid.org/0009-0003-3200-3951 (2023) A whole-service Quality Evaluation Framework. In: 15th International Conference on Performance Measurement in Libraries, 11th - 13th July 2023, Online. (Unpublished)

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Abstract

As part of its Customer Service Excellence (CSE) submission, Library Services was called upon to develop and monitor a suite of quality measures across all its services. A framework was created by drawing upon a published framework and adding some additional elements. The paper discusses this framework and gives some examples of how it has both supported success in the CSE assessment and helped in the identification of other areas for improvement. It suggests that the approach could be useful beyond the academic libraries.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	To be included in the Conference Proceedings
Uncontrolled Discrete Keywords:	Quality Framework, Academic Libraries
Divisions:	Central Services > Library Services
Related URLs:	https://libraryperformance.org/agenda/ https://libraryperformance.org/
Depositing User:	Judith Keene
Date Deposited:	18 Jul 2023 09:34
Last Modified:	18 Jul 2023 09:34
URI:	https://eprints.worc.ac.uk/id/eprint/13070

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