Customers: Identifying the Needs in Higher Education

Many institutions of higher education are hesitant to consider themselves as customer-driven entities. It is common to view the student as the customer but this notion is not universally accepted. This paper reviews the debate in the education and marketing literature about students as customers and reveals the difficulty in using the word customer to describe the student/university relationship. The author argues that the debate must move away from identifying the customer and focus on the university as a service provider. An emerging perspective on market orientation suggest that strategic insights may be gained when firms take into account their customers’ view on the organization’s level of market orientation. Even the suggestion of the term customer can arouse many emotions, preconceptions, and misconceptions. The idea that students are partners in developing and delivering quality education threatens the historic, traditional academic role of faculty as purveyor of knowledge. Nevertheless, one fact has been proven over and over again. Customer-driven organizations are effective because they are fully committed to satisfying and anticipating customer needs. The future success of colleges and universities will increasingly be determined by how they identify and satisfy their various customers. This paper accentuates the subject by initially reviewing a number of theoretical viewpoints as to why a customer perspective should be sought when assessing organizational phenomena such as market orientation. The findings showed that all the proposed relationship were significant. The result further demonstrated that service quality acts as a partial mediator where customer satisfaction was not derived completely by service quality. This paper eventually concludes by elaborating the various conclusions derived from the stud

Developing an Intervention Toolbox for the Common Health Problems in the Workplace

Development of the Health ↔ Work Toolbox is described. The toolbox aims to reduce the workplace impact of common health problems (musculoskeletal, mental health, and stress complaints) by focusing on tackling work-relevant symptoms. Based on biopsychosocial principles this toolbox supplements current approaches by occupying the zone between primary prevention and healthcare. It provides a set of evidence-informed principles and processes (knowledge + tools) for tackling work-relevant common health problems. The toolbox comprises a proactive element aimed at empowering line managers to create good jobs, and a ‘just in time’ responsive element for supporting individuals struggling with a work-relevant health problem. The key intention is helping people with common health problems to maintain work participation. The extensive conceptual and practical development process, including a comprehensive evidence review, produced a functional prototype toolbox that is evidence based and flexible in its use. End-user feedback was mostly positive. Moving the prototype to a fully-fledged internet resource requires specialist design expertise. The Health ↔ Work Toolbox appears to have potential to contribute to the goal of augmenting existing primary prevention strategies and healthcare delivery by providing a more comprehensive workplace approach to constraining sickness absence

Managing suppliers for collection development: the UK higher education perspective

This chapter follows the adoption of the new procurement discipline by academic libraries since the demise of the NBA. It first examines the standard procurement cycle, with particular reference to libraries and book supply. It then discusses library purchasing consortia and their contribution to managing and developing the library market place for books, identifying three phases of operation. It closes with some reflections on the future prospects of collection development. Traditional collection development is seen as being turned on its head – we no longer seek to collect the huge range of works of scholars of all other institutions in order to make them available to the (relatively) small number of our own scholars; instead we collect the works of our own and make them available to all

Enhancement-led institutional review: handbook

Description The third edition of the Enhancement-led Institutional Review (ELIR) Handbook, which sets out the review method that will be applied to Scottish higher education institutions in the period 2012-16

Meaningful measures for individuals' realities: evidence from the JUBILEE project

Reality differs according to the individual's perception : this is a statement of the obvious. How to deliver appropriate library and information services to fulfil those individuals' requirements is not obvious. Measures of success are needed to form the basis of service planning.These measures must be meaningful for individuals, both users and managers, if the goal of designing and delivering library and information services to meet individuals' realities is to be realised. Contexts are changing for individuals: the fast developing world of electronic information services (EIS) provides individuals with new opportunities and new threats. It is against this background that the JUBILEE project was launched.This paper will use evidence from JUBILEE to present the issues underlying the development of an evaluation toolkit for managers of EIS, which will take into account differences between individuals, between disciplines, and between institutions