Quality Assurance in a Super-converged Student Support Service
description
Transcript of Quality Assurance in a Super-converged Student Support Service
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
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
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.
• 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