A whole-service Quality Evaluation Framework

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.