Discusses the contribution made by Alan Jeffreys to the development of performance measurement in the Technical Services section of Newcastle University Library. Considers the movement from the quantitative analysis of the 1980s to the qualitative analysis and setting of service standards which takes place today. Considers the development of Technical Services staff with a movement towards working more directly with users. Discusses retrospective conversion and the increasing importance of measuring performance against standards in order to understand how we can continue to improve the services offered.
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