Analytic Quality Glossary A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Home
Citation reference: Harvey, L., 2004-24, Analytic Quality Glossary, Quality Research International, http://www.qualityresearchinternational.com/glossary/
This is a dynamic glossary and the author would welcome any e-mail suggestions for additions or amendments.
|
|
_________________________________________________________________
Service standards
Service standard in education are specifications of the teaching, facilities, guidance and support provided by an institution.
Harvey (2006) sees service standards as one of four broad areas in higher education where standards are set and assessed:
Service standards refer to the standards of service provided by the
organisation to the student. It assesses whether identified elements
of the service (process or facilities) are congruent with specified
benchmarks or expectations. Such things as benchmark statements
and student charters often focus on quantifiable and measurable
items. Post hoc measurements of customer opinions (satisfaction
surveys) are used as indicators of service provision. Thus, service
standards in higher education parallel consumer standards.
Stinson (1982) referring to standards for health service libraries states:
Service standards are defined as a level of excellence or adequacy in the performance of library service
Here is a table that outlines the relationship between standards and quality, along with an indication of the the external assurance and standards checking processes that are used.
Stinson, E.R., 1982, 'Standards for health service libraries', paper available at https://www.ideals.illinois.edu/bitstream/handle/2142/7252/librarytrendsv31i1l_opt.pdf?sequence=1, accessed 25 July 2012, still available 15 May 2022.