LISU Research & consultancy for performance management

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Transcript LISU Research & consultancy for performance management

Using Performance Evidence

Dr. J. Eric Davies LISU Loughborough University

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Summary -

Libraries and Managing Performance and Evidence Aspects of Applying Evidence including Benchmarking

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Libraries and Information Agencies -

Providing:-

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Access to Information

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Space ~ Ambience

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Services ~ Advice ~ Support

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Opportunities ~ Stimulus

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Libraries and Information Agencies – Management Challenges are PERFORMANCE CENTRED Meeting the challenges using PERFORMANCE EVIDENCE to: maximise resources demonstrate accountability accommodate innovation

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PERFORMANCE EVIDENCE for –

Managing economically [multi focus] Managing efficiently [internal focus] Managing effectively [user focus] Advocacy through added value [external focus] Accountability (target practice) [external focus] Developing services [ multi focus]

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Aspects of Performance Evidence – 4C’s

Calculating

local performance data.

Comparing

pooled data gathered and benchmarking against similar systems.

Contrasting

performance against standards and national examples of best practice.

Containing

and assimilating research based intelligence.

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Inputs Outputs Outcomes Impacts E i v c e d e n

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SERVICE DOMAIN USER RESPONSES

Non-User / Potential-User Data

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BENCHMARKING

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STRATEGIC macro performance metrics and qualitative evidence

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PROCESS detail cost performance data

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BENCHMARKING –

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Evaluate the level of performance of various services within an institution

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Overall level of institution performance

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Compare performance over time

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Compare with other institutions

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Compare with recognised standards

University Library - Book expenditure per FTE student

45 40 35 30 £ 25 20 15 10 5 Library X Comparators New SCONUL 0 1991-92 1992-93 1993-94 1994-95 1995-96 1996-97 1997-98 1998-99 1999-00 2000-01 Using Perf Evidence © J.E.Davies 2006 10

University Library - FTE students per seat

10 9 8 7 6 5 4 3 2 1 0 1997-98 1998-99 1999-00 XXXXX Group CURL SCONUL 2000-01 2001-02 2002-03 2003-04 Using Perf Evidence © J.E.Davies 2006 11

PLs - Comparing with published standards

Percentage of requests met in 7,15 & 30 days 100% 80% 60% 40% 20% 0% 98/9 99/0 00/1 01/2 02/3 03/4 XXX 30 XXX15 XXX 7 Std 30 Std 15 Std 7 Using Perf Evidence © J.E.Davies 2006 12

British Library reader satisfaction survey ratings

Mar-05 Feb-04 Mar-03 Feb-02 Mar-05 Feb-04 Mar-03 Feb-02 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Excellent Good Fair Poor Using Perf Evidence © J.E.Davies 2006 13

Books re-shelving and tidying performance

100% 80% 60%

Site G

40% 20% 0% 0 2 4 6

Site F Site D Site E Site B Site A Site C

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PERFORMANCE EVIDENCE CULTURE

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Service design and delivery are informed by appropriate internal and external evidence.

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This approach is built in to service

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“Think Evidence” attitude permeates the Organisation.

Pre-requisites= Skills, Knowledge, Attitudes