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 – the Quality Model – in order to create an agile evidence-base of value, outcome and impact evidence. The authors 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 the wider student and learning support service, using the AMOSSHE Value and Impact Toolkit. Design/methodology/approach The authors’ approach will be illustrated with two case studies, the first focusing on the university library services and the second on the student counseling service. Findings The findings will reveal that by establishing an outcome-focused model, the authors 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. Originality/value As a performance approach, 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 AMOSSHE Toolkit is a pre-existing toolkit which is fully referenced in the paper. The Quality Model and AMOSSHE Toolkit are of particular relevance as many higher education services are 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, the approach is transferable to the strategic priorities of other HE settings.

中文翻译：

---

通过以成果为中心的服务提供来表达价值和影响：桑德兰大学的学生和学习支持经验

目的本文的目的是分享桑德兰大学的学生和学习支持嵌入和发展以结果为中心的新绩效模型（质量模型）的方式，以建立敏捷的价值证据基础，结果和影响证据。作者还将分享如何在我们的图书馆环境中建立了关于价值和影响获取的基本原理之后，如何在更广泛的学生和学习支持服务的多融合服务交付的背景下成功开发和应用概念和方法。 ，使用AMOSSHE价值和影响工具包。设计/方法/方法将通过两个案例研究来说明作者的方法，第一个案例研究大学图书馆服务，第二个案例研究学生咨询服务。调查结果调查结果将揭示，通过建立以结果为中心的模型，作者已能够将其应用到融合服务中，以便生成阐明我们关键服务目标的价值和影响所需的证据。原创性/价值作为一种绩效方法，质量模型是一个原始概念，因为它是旨在满足桑德兰大学战略需求的自组模型。它与许多绩效模型的不同之处在于，它基于整体的服务文化和客户关系管理方法，并且基于战略营销原则。AMOSSHE工具箱是一个预先存在的工具箱，在本文中有完整的引用。质量模型和AMOSSHE工具包具有特殊的意义，因为许多高等教育服务正日益受到挑战，以证明其价值和影响以及其服务所带来的成果。这就要求采取策略性方法来管理定性证据。因此，尽管定制，但该方法可转移到其他HE机构的战略重点。