Articulating Value and Impact Through Outcome-Centered Service Delivery: the Student and Learning Support Experience at the University of Sunderland.

Purpose- 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 - our Quality Model - in order to create an agile evidence-base of value, outcome and impact evidence. We 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 our wider Student and Learning Support Service, using the AMOSSHE Value and Impact Toolkit (AMOSSHE, 2011.) Our approach will be illustrated with two case studies, the first focusing on University Library Services and the second upon the Student Counselling Service. Originality/Value As a performance approach, the 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 Quality Model and AMOSSHE Toolkit are of particular relevance as many Higher Education services are being 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, our approach is transferable to the strategic priorities of other HE settings. Findings Our findings will reveal that by establishing an outcome-focused model we 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. Keywords – Academic Libraries, Student Services, Counselling, Higher Education, performance management, organizational culture, customer relationship, strategic marketing, impact, value, value for money, outcome, AMOSS