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Metrics that matter

Metrics that matter. Performance Measures and the Balanced Scorecard Jim Self University of York 23 June 2008. The Challenge for Libraries. Traditional statistics are no longer sufficient Emphasize inputs – how big and how many Do not tell the library’s story

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Metrics that matter

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  1. Metrics that matter Performance Measures and the Balanced Scorecard Jim Self University of York 23 June 2008

  2. The Challenge for Libraries • Traditional statistics are no longer sufficient • Emphasize inputs – how big and how many • Do not tell the library’s story • Do not measure service quality • We need new measures • from the user’s perspective • that indicate what difference we make • that tell us if we are successful

  3. Performance Metrics • Clearly defined measurements with specific targets indicating success, partial success, or failure. • At the end of the year we know if we have met our target for each metric.

  4. Choosing Metrics --Reflecting Values • What is important? • What are we trying to accomplish? LibQUAL+ Canada

  5. Choosing Metrics--Diversity and Balance • Innovations and operations • Variety of measurements LibQUAL+ Canada

  6. Choosing Metrics--Ensuring validity • Does the measurement accurately reflect the reality?

  7. Choosing Metrics--Being Practical • Use existing measures when possible • Use sampling • Collect data centrally • Minimize work by front line

  8. What Do We Measure? • Customer survey ratings • Staff survey ratings • Timeliness and cost of service • Usability testing of web resources • Success in fundraising • Comparisons with peers

  9. Importance of Targets • Measure quantitatively • Set challenging, but achievable targets • Use two sets of targets: • Complete success • Partial success • Address problems that are revealed

  10. The BSC at the U.Va. Library • Implemented in 2001 • Results tallied FY02 through FY07 • Completing metrics for FY09 • Compiling results for FY08 • A work in progress

  11. Reviewing the Perspectives • User • Internal Processes • Finance • Learning and Growth Faculty Resource Network

  12. Metric U.1.A: Overall rating in student and faculty surveys • Target1: An average score of at least 4.25 (out of 5.00) from each of the major constituencies. • Target2: A score of at least 4.00. FY07 Result: Target2 • Graduate students 4.08 • Undergraduates 4.11

  13. Metric I.1.A: Processing time for routine acquisitions • Target1: Process 90% of in-print books from North America within one month. • Target2: Process 80% of in-print books from North America within one month. • Result FY07: Target1. • 94% processed within one month.

  14. Metric I.2.A.Staff Rating of Internal Communications • Target1: Positive scores (4 or 5) on 80% of responses to internal communications statement in biennial work life survey. • Target2: Positive scores on 60% or responses. • Result FY07: Did not meet target. • 48% or responses were positive.

  15. Metric F.1.B. Library spending compared to University expenditures • Target1: : The University Library will account for at least 2.50% of the University’s academic division expenditures. • Target2: : The Library will account for at least 2.25% of expenditures. • Result FY07: Target1. • 2.71% ($26.2M of $963M)

  16. Metric F.1.C.Amount of unrestricted development receipts. • Target1: Increase unrestricted (or minimally restricted) giving by 10% each year. • Target2: Increase of 5% per year. • Result FY07: Target1. • FY07 unrestricted receipts were $871,000; target was $411,000.

  17. Metric F.2.A: Unit Cost of Electronic Serial Use • Target1: There should be no increase in unit cost each year. • Target2: Less than 5% annual increase in unit cost. • Result FY07: Target1. • Cost per journal article downloaded in FY07 was $1.98, compared to $2.10 in FY06. LibQUAL+ Canada

  18. Metric L.2.C.Comparing librarian salaries to peer groups. • Target1: Average librarian salaries at U.Va. should rank in the top 40% of average salaries at ARL libraries. • Target2: Rank in top 50%. • Result FY07: Target1. • Ranked 33 of 113. (Top 28%)

  19. Two more metrics from U.Va. • Particular values of the Library

  20. Metric U.3.A: Circulation of new monographs • Target1: 60% of all newly cataloged print monographs should circulate within two years. • Target2: 50% should circulate within two years. • Result FY07: Target1. • 63% of monographs purchased in FY05 circulated within two years.

  21. Metric U.4.B: Turnaround time for user requests • Target1: 75% of user requests for new books should be filled within 7 days. • Target2: 50% of user requests for new books should be filled within 7 days. • Result FY07: Target1. • 77% filled within 7 days.

  22. Balanced ScorecardUVA Fiscal Year 2007 Faculty Resource Network

  23. Dangers and Pitfalls • Too many metrics • Too much time and labor • Too much paperwork • Expecting too much from a metric • Expecting perfection

  24. Annual Review • Commending the successes • Addressing the shortfalls • Do we need to revise the targets? • Do we need new metrics for new goals and new priorities? • Have any metrics been superseded?

  25. To summarize…The Balanced Scorecard • Reflects the organization’s vision • Clarifies and communicates the vision • Provides a quick, but comprehensive, picture of the organization’s health

  26. For more information… • self@virginia.edu • 1 434 924 7411 • www.lib.virginia.edu/mis • www.lib.virginia.edu/bsc

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