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Developing a Quality Model at University Library Services Sunderland

Kay Grieves (University Library Services, University of Sunderland, Sunderland, UK)
Michelle Halpin (University Library Services, University of Sunderland, Sunderland, UK)

Performance Measurement and Metrics

ISSN: 1467-8047

Article publication date: 8 July 2014



The purpose of this paper is to share the ways in which University Library Services Sunderland, created and embedded a quality model, to engender service-culture change, ensure engagement with and best use of library services and capture and demonstrate evidence of the value of the library's contribution to the student experience. Launched in 2008 the Quality Model initiative is ongoing and has become the established way of working.


The approach is of particular significance as Higher Education (HE) libraries are increasingly challenged to demonstrate their contribution to the academic experience and are exploring the role of cultural change to facilitate this. Although designed to meet the specific aims at Sunderland many of the techniques will be transferrable to the strategic priorities of other HE libraries.


The creation and embedding of the Quality Model is enabling us to successfully nurture cultural change, to re-shape customer relationships and to capture and demonstrate the impact.


The University of Sunderland Quality Model differs from many library performance models in that it takes an holistic approach. It aims to inform and shape cultural change and lead a strategic approach to customer relationship management in order to facilitate the capturing of impact evidence and demonstrate the value of the contribution. It is self-formed and based upon strategic marketing principles and underpins university priorities.



Grieves, K. and Halpin, M. (2014), "Developing a Quality Model at University Library Services Sunderland", Performance Measurement and Metrics, Vol. 15 No. 1/2, pp. 50-57.



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