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I am the Senior Library Manager responsible for Quality & Insight at The Open University Library. My remit includes leading the evaluation of customer perceptions and expectations within Library Services to inform service development. I am also an elected member of The Open University Senate. My research field is in library assessment and performance measurement where I regularly present, publish and advise libraries on an international basis. I am a member of the Library Performance Management Conference Editorial Board, and I have supported the Library Assessment Conference previously. In 2003 I was part of the team that introduced LibQUAL+ to the UK in partnership with the Association ...