Rachel BuryAcademic Liaison Manager – Quality, Communication and Marketingrachel.bury@edgehill.ac.uk@rachelriding

Helen JamiesonCustomer Services Managerhelen.jamieson@edgehill.ac.uk@jamiesonhelena

Twitter: @EHULearnServiceFB: facebook.com/EHULearnService

Presentation aims:

• Brief overview of Edge Hill University/Learning Services; Customer Services context

• Overview of project MIDAS (Management Information and Data Solutions)

• Key performance indicators – our case study

Edge Hill University

• Based in the North West of England• Established in 1885 (first non denominational

teacher training college for women)• Currently 13,500 FTE• University status – 2006• Large provider of Teacher Education and Nursing• 5 departments now CSE holders• Top in the North West for student satisfaction, NSS

2013

Learning Services• Library• Student ICT• Learning Technology• SpLD Support• Media Development• Academic Skills• Research Support

Services across 4 libraries

Customer Service Excellence (previously Chartermark) holder since 2005

Our journey…..

• Historical: Statistics and monitoring – the ‘if it moves count it’ approach!

• Chartermark/service standards – more of a focus on volume (not impact)

• Drivers for change:Move to CSE with a key focus on customer insight and measuring impact – the

‘so what factor’Changes in student fees – greater focus on the student experienceEnvironmental – how do libraries add value?Need for robust evidence base

• Enter project MIDAS…

Objectives of project MIDAS (Management Information and Data Solutions)

•To define and create a shared understanding of what ‘management information data’ is in a HE context•To audit current practice for the collection of management information, both qualitative and quantitative, within Learning Services•To review stakeholders and their needs internally, both within the Service and University wide, and externally.•To investigate good practice in the collection of management information and data•To review systems and software available to assist in the collection, storage and management of information and data•To make recommendations and solutions for the future including the raising of staff awareness of the value and importance of information/data

• Intention to move to KPIs

MIDAS outputs?

• Process review/audit of each team within the service

• Centralised recording and storage location and dynamic data

• Data brought into the mainstream – raising the importance and value of evidence base

• The building blocks for a move to look at key performance indicators

Our goal was to utilise the vast amount of data gathered to inform decision making and service planning

What are Key Performance Indicators (KPI)?

“A set of quantifiable measures used to gauge performance in relation to achieving strategic and operational goals”

“Performance measures should help your organisation align daily activities to strategic objectives”David Parmenter

Our approach to KPIs…

Project group formed looking at:

• How do we define a KPI?

• How do we know that the data that we gather is accurate and meaningful?

• Which data sets are true performance measures?

• How can we gather meaningful qualitative information?

• What should our approach be in terms of dissemination to key stakeholders?

• Frequency and timing of data capture to ensure its value?

• Research and literature review; lots of literature on KPIs but predominantly business focussed

• Other academic libraries –what did we find?

• Should be based on the core values of your service/organisation – do you know what yours are? What are your success factors?

• Our approach – experiential!

• Value statements/KPIs/Metrics

Learning Services KPIs: http://www.edgehill.ac.uk/ls/cse/measuring-our-performance/(Demo)

How do we use and disseminate our data?

• A change in culture and staff engagement

• Road map for embedding statistics and data

• Embedding into service planning

• Marketing and promotion; telling interesting stories

• Using infographics

References and wider reading:

• http://www.sconul.ac.uk/page/performance-and-quality-resources

• David Parmenter. Key Performance Indicators for Government and non-profit agencies: implementing winning KPIs. John Wiley and Sons. 2012

• Transforming Performance Measurement. Spitzer. Amacom. 2007.

• Proceedings from the 10th Northumbria International Conference on Performance Measurement in Libraries and Information Services. July 2013.