A framework for service quality - second draft

In July I posted about the framework for service quality which I'm working on. The post has generated a lot of interest (I can tell that from the Google Analytics) and some very thoughtful feedback.

I'm sharing now the second draft of the elements - you can download it from my Resources page as a pdf, and the pdf itself is here. In this document I ask a specific question for feedback - in relation to staff appraisals - and say a bit more about the concept of a maturity matrix. You can also see how the draft has changed from the first version, and again, comments and feedback are welcomed.

The point of the exercise is to create a diagnostic tool which anyone can use to help them measure and improve the quality of a professional service in higher education. It's published with a creative commons license - you're free to use and amend it as you wish, as long as you acknowledge the source, and share what you've done on the same basis.

You can post comments in reply to this blog; or reply to the tweets or linked-in posts which I use to publicise it. Or, if you'd rather, email me directly - hugh @ hughjonesconsulting.co.uk.

Thank you!

Improving Service Quality

I'm working on a tool to help universities measure and improve the quality of their professional services.

My idea is to develop a maturity matrix (see here for an example of one relating to quality management), which shows the different elements of service quality, and the different stages of development. It's an approach which is familiar in IT, and many thanks to my various IT colleagues who have helped me to learn about the approach.

As a first step, I'm hoping to articulate the different elements which make up service quality - the Y axis of the matrix. I've written a first draft, which is available here, and on which I'd really appreciate any comments or feedback which people may have.

My aim is to create a framework which anyone can use, so it will need to be on some sort of creative commons license. I'm not asserting copyright on the draft, but I am saying that if anyone uses it or subsequent drafts, please share it on the same terms and attribute the source. I will want to use the framework commercially (I have to earn a living!), and I wouldn't want to rule out anyone else doing so, but equally the more feedback there is, the better it will be for all.

Please let me know what you think of the draft. Full acknowledgement will be given to those who help develop it, on the understanding that your comments are given freely and without copyright. If you'd be interested in working more closely with me in developing this framework, I'd love to hear from you.

You can post comments on the draft elements as a reply to this blog post (and it would be great if you did, as then a conversation could start!), or email me: hugh @ hughjonesconsulting.co.uk.

Thank you!