Developing a criteria-based quality framework for measuring value

Dixon, Pat, Pickard, Alison and Robson, Heather (2002) Developing a criteria-based quality framework for measuring value. Performance Measurement and Metrics, 3 (1). pp. 5-9. ISSN 1467-8047

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Official URL: http://dx.doi.org/10.1108/14678040210429886

Abstract

If information professionals are to measure the value of their services, they must talk directly to users and listen to what they have to say about their lives, as well as measuring the service in terms of value for money. Whilst acknowledging the necessity of data concerned with processes and procedures, the concept of value can only be fully explored by going to the individual user directly, within a specific context. Researchers must make the anecdotal believable, trustworthy, worthy of being considered alongside other types of hard data, and a constructivist approach to collecting, analysing and presenting qualitative data can be used effectively to achieve this. The UK government has pledged to deliver public services to meet the needs of citizens, not the convenience of service providers, by involving and meeting the needs of all different groups in society. Its Best Value review represents one of the most far reaching challenges facing those responsible for local services. Can its framework provide the flexibility to support all those who have a stake in measuring value of library and information services?

Item Type: Article
Uncontrolled Keywords: local government, performance measurement, public libraries, standards, value
Subjects: P100 Information Services
Department: Faculties > Engineering and Environment > Computer and Information Sciences
Depositing User: Ay Okpokam
Date Deposited: 27 Feb 2012 16:54
Last Modified: 21 Aug 2017 14:20
URI: http://nrl.northumbria.ac.uk/id/eprint/5552

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