Dr. Roswitha Poll Münster
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Transcript of Dr. Roswitha Poll Münster
Dr. Roswitha PollMünster
Benchmarking with performance indicators and Balanced Scorecard
Quality in libraries
User-orientation
Accessibility (building, collection, services)
Accuracy and reliability
Speed and currency
Competence and helpfulness of staff
Effectiveness and efficieny of processes
Quality in libraries: stakeholders
Users (actual and potential)
Funding institutions (university, community)
Policy makers
General public
Library staff
Library managers
Quality assessment in libraries
Performance indicatorsmeasure the effectiveness and cost-efficiency of library services: quantitative, objective
User satisfaction surveysmeasure the perceived quality, the users‘ impression of library services: qualitative, subjective
Outcome assessmenttries to show the benefits, the value for individual users and society
Collections of performance indicators for libraries
ISO 11620, 2nd ed. (2008), Information and documentation – Library performance indicators (45 indicators)
ISO TR 28118 (2008), Information and documentation – Performance indicators for national libraries (30 indicators)
Poll, R. and te Boekhorst, P., 2nd ed. (2007), Measuring quality, performance measurement in libraries, Saur, München (IFLA Publications 127) (40 indicators)
Criteria for performance indicators
• informative = helpful for identifying problems and possible actions to be taken
• reliable = producing the same results when used under the same circumstances
• valid = measuring what they are intended to measure• appropriate = compatible with the library's
procedures and working environment• practical = easy to use and understand, applicable
with a reasonable amount of effort• comparable = allowing comparison of results
between libraries of similar mission, structure and clientele
What indicators measure
Usage of library services
- Library visits per capita - Number of content units downloaded per capita
The quality of the collection- Document use rate (collection use rate)- Availability of required titles
The quality of processes- Shelving accuracy- Speed of interlibrary lending
Cost-efficieny- Cost per database session
- Cost per loan
How to get the data?How to get the data?
Institutional statistics
Library statistics
Automated library system
Manual data collection
Number of visits
Number of user places
Number of students
Number of academic staff
Number of active users
ILL requests
Number of working-places used
User satisfaction survey Use rate of working-places
Usersatisfaction
Market penetration
Indicators for joint projects The set of indicators should…
Cover all traditional and new services
Consider each individual library
Allow comparison
Show the importance and benefit of libraries
Include only a very few indicators
Involve no additional workload (data taken from the normal library statistics)
???
Projects that only recommend indicators
Swedish Quality Handbook (2005) ) all types of librariesall types of libraries3-years project 2001-20043-years project 2001-2004 http://www.biblioteksforeningen.orghttp://www.biblioteksforeningen.org
The Norwegian indicators, 4th revision (2007)academic and public librarieshttp://www.abm-utvikling.no/bibliotek/statistikk-for-bibliotek/indikatorer-for-fag-og-folkebibliotek
Projects that make a set of indicators compulsory
BIX –Library IndexBIX –Library IndexGerman public and academic libraries German public and academic libraries public libraries 1999 ff., academic libraries 2002 ff.public libraries 1999 ff., academic libraries 2002 ff.over 260 libraries (not all continuously)over 260 libraries (not all continuously)http://www.bix-bibliotheksindex.dehttp://www.bix-bibliotheksindex.de//
The Benchmarking system of the Netherlands University Librariesall university libraries and the national library 1999 ff. http://www.ukb.nl/benchmark.htmhttp://www.ukb.nl/benchmark.htm
HELMS (UK Higher Education Library HELMS (UK Higher Education Library Management Statistics)Management Statistics) academic librariesacademic libraries1997/98 ff.1997/98 ff.
Balanced Scorecard
Kaplan, R.S./Norton, D.P.:Kaplan, R.S./Norton, D.P.: The Balanced Scorecard: Translating Strategy into
Action. Boston 1996
Balanced Scorecard: 4 perspectives
Original1. Finances2. Customers3. Internal processes4. Learning and growth
Libraries1. Resources, infrastructure2. Use3. Efficiency4. Potentials and development
(Learning and growth)
Balanced Scorecard: How to proceed
1. Starting with the vision (mission), the strategy is developed: What are the main tasks and goals?
2. The goals are structured in the perspectives
3. Within the four perspectives, “critical success factors” are defined: What is most important for reaching the goals?
4. Based on the critical success factors, “key performance indicators” are selected.
Balanced Scorecard: Example
Vision: The library is the main meeting and communication centre in the community or university
Perspective: Customers (users)
Goal: To attract the population to the library premises Critical success factors: opening times, adequate space and equipment for working in the library
Key performance indicators: - m2 of user area per 1,000 capita- number of workplaces per 1,000 capita- opening times compared to user demand
Balanced Scorecard: The 4th perspective
Potentials and development,Learning and growth
• intangible assets of an organisation• internal skills and capabilities• effective information management• overall climate in an organisation
Balanced Scorecard: Why?
All important perspectives for quality are considered.
Each perspective with its goals is evaluated by adequate performance indicators.
There is a limited number of performance indicators (up to 20).
The indicators are related in a systematic way and influence each other.
The BSC is an instrument for an integrated view of the institution’s quality and for continuous assessment of how far targets have been reached.
Global statistics project:Performance indicators
Global statistics: Only a limited number of data
Socio-demographic data from UIS to be added- size of population- number of students- literacy in a country
76 indicators were calculated in the project
Of these, 23 were defined as core indicators
Can the Balanced Scorecard be Can the Balanced Scorecard be used for the “global statistics”?used for the “global statistics”?
Balanced ScorecardResources and infrastructure
Public libraries1. Average number of public libraries per 1,000 inhabitants2. Weighted average opening hours3. Percentage of libraries offering an internet access for users4. Percentage of libraries offering websites5. Average number of volumes in public libraries per 1,000 inhabitants6. Average number of volumes per 1,000 literate inhabitants7. Average number of employees in public libraries
Academic libraries1. Weighted average opening hours2. Average number of volumes in libraries per student3. Average number of workplaces per 1,000 students 4. Average number of electronic serials (subscriptions)5. Average number of employees in libraries
Balanced ScorecardUsage
Public libraries1. Number of registered users per 1,000 inhabitants2. Number of registered users per 1,000 literate inhabitants3. Average number of loans per 1000 inhabitants4. Average number of loans per 1,000 literate inhabitants5. Number of visits per 1,000 inhabitants6. Number of visits per 1,000 literate inhabitants
Academic libraries1. Number of registered users as a percentage of number of students2. Average number of loans per student3. Number of visits per student4. Number of attendances at training sessions per student5. Average number of content units downloaded per registered user
Balanced ScorecardEfficiency/Finances
Public libraries1. Expenditure on literature and information per capita 2. Ratio of expenditure on literature and information to staff costs3. Cost per visit4. Cost per registered user
Academic libraries1. Expenditure on literature and information per capita 2. Ratio of expenditure on literature and information to staff costs3. Cost per visit4. Cost per registered user
Balanced ScorecardPotentials and development(Learning and growth)
Indicators that have been used
E-services• expenditure for the E-collection• staff in E-services Staff development and motivation• time and money spent on staff training !• availability and fluctuation rate of staff Raising resources• library means received by special grants or income generated • percentage of institutional means allocated to the library
No indicators in “global statistics”
New perspective „Impact on population“?
Average number of volumes per 1,000 literate inhabitants
Number of registered users per 1,000 literate inhabitants
Average number of loans per 1,000 literate inhabitants
Number of visits per 1,000 literate inhabitants
High numbers of public libraries, High numbers of public libraries, collections and services, and high collections and services, and high library use may have influenced the library use may have influenced the percentage of literate inhabitants in a percentage of literate inhabitants in a countrycountry
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