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Articulating value and impact through outcome-centered service delivery: The student and learning support experience at the University of Sunderland

Kay Grieves (University Library Services, University of Sunderland, Sunderland, UK)
Oliver Pritchard (University of Sunderland, Sunderland, UK)

Performance Measurement and Metrics

ISSN: 1467-8047

Article publication date: 5 February 2018




The purpose of this paper is to share the ways in which student and learning support at the University of Sunderland has embedded and matured a new outcome-centered performance model – the Quality Model – in order to create an agile evidence-base of value, outcome and impact evidence. The authors will also share how, having established the fundamental principles regarding value and impact capture in our library setting, the concepts and approaches have also been developed and applied successfully within the context of multi-converged service delivery across the wider student and learning support service, using the AMOSSHE Value and Impact Toolkit.


The authors’ approach will be illustrated with two case studies, the first focusing on the university library services and the second on the student counseling service.


The findings will reveal that by establishing an outcome-focused model, the authors have been able to apply it across a converged service in order to generate the evidence required to articulate the value and impact of our key service objectives.


As a performance approach, the Quality Model is an original concept in that it is a self-formed model designed to meet the strategic needs of the University of Sunderland. It differs from many performance models in that it is founded on a holistic approach to service culture and customer-relationship management and is based upon strategic marketing principles. The AMOSSHE Toolkit is a pre-existing toolkit which is fully referenced in the paper. The Quality Model and AMOSSHE Toolkit are of particular relevance as many higher education services are increasingly challenged to demonstrate their value and impact and the outcomes their services deliver. This calls for a strategic approach to managing qualitative evidence. Therefore, although bespoke, the approach is transferable to the strategic priorities of other HE settings.



An earlier version of this paper was presented at the 11th International Conference on Performance Measurement in Libraries.


Grieves, K. and Pritchard, O. (2018), "Articulating value and impact through outcome-centered service delivery: The student and learning support experience at the University of Sunderland", Performance Measurement and Metrics, Vol. 19 No. 1, pp. 2-11.



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