摘要：Measurement System Analysis (MSA) provides decision makers with a useful suite of tools for understanding whether variation should be attributed to an assessment system itself or the actual item or program being assessed. This paper introduces the Attribute Gage R&R, using a study of The Ohio State University Libraries’ mechanism for measuring quality in e-mail reference transactions as an example. An ideal tool for examining assessment programs that require subjective interpretation, the Attribute Gage R&R can assist library organizations in understanding their processes and validating the utility of data collected through their measurement systems.
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