Hi All,
I am reviewing our Performance and Service Standards. Our current standards are a little bit dated or too generic and some are laborious to measure.
At the moment we have a number of traditional standards as opening hours, timescale of delivery of books in-transit between campuses, re-shelving within 24 hours, time for resolving an online enquiry, access and availability of MFDs, availability of core e-services, communications during service interruption etc.
I would like to set up new, specific and challenging service standards, that can be easily measured (ideally via reports) and evidenced.
I hope you could share what your current service standards or KPIs are?
How do you communicate your standards to students/staff?
Do/did you consult them with your customers? How do you know what is important to them?
I will share my findings with you.
Kind regards
Ben Kieliszek
Information and Operations Manager
Information and Operations Team
Information Services
Edinburgh Napier University
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