Monash University Library Quality Cycle

1. Monash University LibraryQuality Cycle PLAN Phase 1 • EXCELLENCE AND DIVERSITY • and LEADING THE WAY • Monash University’s strategic framework and overall directions • MONASH UNIVERSITY PLANNING DOCUMENTS • Monash University Annual Plan • Learning and Teaching Plan • Research and Research Training Management Plan • IT Strategic Plan • Faculty and Divisional operational plans • Campus impact statements, development & urban plans • Support Services Plan, Capital Plan, Marketing Plan • Quality at Monash: Values and Principles • LIBRARY STRATEGIC PLANNING • Strategic Plan – 3 year rolling plan with objectives and strategic initiatives • Divisional and unit operational plans • Individual staff performance plans • STAFF INPUT • Directors’ planning day • Senior staff planning workshop • Divisional/unit staff meetings • REFERENCEGROUPS • CAUL • Group of Eight BUDGET Phase 2 ACT

2. Monash University LibraryQuality Cycle Phase 2 ACT • FINANCAL OPERATIONS • Annual library budget • Activity Based Costing • SERVICE LEVEL AGREEMENT ACTIVITIES • Summary of services • Service Statements with KPIs and measures • OPERATIONAL ACTIVITIES • Facilities Master Plan • Information Systems Plan • Marketing and Communications Plan • Other library unit plans and documents • POLICIES • Agreed upon by Management Committee and put on intranet • STRATEGIC ACTIVITIES • Library Strategic Plan, with annual review of targets and actions • Library-wide objectives and actions • Divisional plans and actions • Faculty team plans and actions • Library branch plans and actions • PROJECTS • Project briefs presented to Management Committee for information,endorsement or action • Reported upon by directors midyear and at end of year planning days • STAFF COMMUNICATION • Directors’ visits to branches • Annual staff information day • Intranet • Regular bulletins from University Librarian, directors, project managers, marketing & communications officer • LIBRARY STAFF ACTIVITIES • Individual performance management plans and actions • Position descriptions and roles • Training • FACULTY LIAISON • General Library Committee meetings • Library Advisory Committee meetings • Faculty board meetings • Departmental/School meetings • Web site • Information literacy sessions • LIBRARY REPRESENTATION/ATTENDANCEAT UNIVERSITY COMMITTEES • Academic Board • Senior Management Committee • Education Committee and subcommittees • Committee of Associate Deans (Teaching) • Information Management Project Steering Committee • Finance Reference Group • International Development Group • SLA and Quality Coordinators meetings • Information Technology Services – various meetings • STAKEHOLDERFEEDBACK & INPUT • Customer surveys • Staff opinion surveys • Graduate questionnaires • Monash Experience Questionnaire • Focus groups • Email, feedback form, suggestion board • Library committees Phase 3 EVALUATE

3. Monash University Library Quality Cycle Phase 3 EVALUATE A. MONITOR • FINANCE • Monthly budget reports to directors • Quarterly reports to General Library Committee • Annual accounts reconciliation and report to university • SURVEYS • Biennial library staff opinion survey • Biennial customer surveybenchmarked nationally • Service specific surveys (ad hoc) • STAKEHOLDER FEEDBACK • In person at information desks • Via online chat • By telephone • By email • Via Systems and Information Resources help desks • Suggestion boxes, feedback forms • Informally • Library Committees • STATISTICS • Monthly recording • Annual reporting to CAUL • Annual report • STRATEGIC PLAN • Projects reported upon semi annually at senior staff forum • QUALITY MANAGEMENT SYSTEM • Quality Management Group meetings • Review of actions implemented • Regular schedule to review objectives and initiatives • SERVICES • Service Statements with KPIs monitored regularly and reported upon quarterly to faculties B. REVIEW • COMMITTEE STRUCTURE • Annual review of current committees • DIVISIONAL PLANS • Proactive monitoring during the year and end of year evaluation of planned activities • STRATEGIC PLAN • Annual review and evaluation of objectives and actions • Review of strategic initiatives • Revision of objectives and actions • INDIVIDUAL STAFF PLANS • Biannual review • SERVICE LEVEL AGREEMENTS • KPIs reviewed annually • STAKEHOLDER FEEDBACK • Review of survey responses and comments • Action plans devised • PROJECTS • Timelines include monitoring and reviewing IMPROVE Phase 4

4. Monash University Library Quality Cycle IMPROVE Phase 4 Quality Assurance • Self review and resulting self review report identify strengths and weaknesses • Panel visit and resulting panel report make commendations and recommendations for action • Post review action plan identifies prioritised actions for implementation • After six months, progress is reported to university • Actions are aligned with key planning documents – strategic plan, operational plans, budget, performance plans • Actions are communicated to stakeholders • Staff are asked for further feedback on progress of the quality program • Actions are tracked and evaluated • Adjustments are made to activities as required • Quality cycle phases recommence Quality Cycle Re Apply Phase 1 RE PLAN