Assuring quality using 'moments of truth' in super-converged services

摘要

Super-convergence of university support departments is becoming increasingly more common, and existing quality and performance measurement channels now appear less and less meaningful within this new paradigm. The case study presented by Library and Student Support at Liverpool John Moores University should present itself as one of the first studies of a 'whole service' approach to quality assurance within this new environment. Whilst the case study does not provide any evidence of the success or benefits of a converged service quality assurance framework, this particular initiative demonstrates the underpinning research and theory behind the development of such a model. The model can claim to be innovative in that it addresses issues which have arisen directly as a result of a new order of student support service 'super-convergence' and should be of great interest and value to anyone else currently working within the business, planning and quality areas of super-convergence, particularly from a library services perspective.