Managing Service Quality with the Balanced Scorecard.
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| Title: | Managing Service Quality with the Balanced Scorecard. |
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| Language: | English |
| Authors: | Poll, Roswitha |
| Availability: | For full text: http://www.ifla.org. |
| Peer Reviewed: | N |
| Page Count: | 10 |
| Publication Date: | 2001 |
| Document Type: | Reports - Descriptive Speeches/Meeting Papers |
| Descriptors: | Evaluation Criteria, Evaluation Methods, Foreign Countries, Library Administration, Library Funding, Library Services, User Satisfaction (Information), Users (Information) |
| Geographic Terms: | Germany |
| Abstract: | In order to evaluate and utilize library data for the management process, a German project, sponsored by the German Research Council, uses the Balanced Scorecard as the concept for integrated quality management. Performance indicators across the following four perspectives are combined to produce a balanced evaluation of the library: (1) users, including market penetration, user satisfaction rate, user satisfaction with opening times, library visits per member of the population, immediate availability, percent of the population using electronic library services, and percent of remote accesses to electronic library services of all accesses; (2) finances, including total costs of the library per active user, total costs of the library per library visit, acquisitions expenditure compared to the total costs of the library, and percent of staff costs per library service/product to total staff costs; (3) internal processes, including acquired media per staff year, average media processing time, number of stages involved in providing a product/service, and percent of all staff costs spent on electronic services; and (4) potentials (innovation), including library budget as a percent of the institution's budget, percent of the library's budget from project funding or income generation, number of training lessons per staff member, and number of short-time illnesses per staff member. (MES) |
| Entry Date: | 2002 |
| Accession Number: | ED459732 |
| Database: | ERIC |
| Abstract: | In order to evaluate and utilize library data for the management process, a German project, sponsored by the German Research Council, uses the Balanced Scorecard as the concept for integrated quality management. Performance indicators across the following four perspectives are combined to produce a balanced evaluation of the library: (1) users, including market penetration, user satisfaction rate, user satisfaction with opening times, library visits per member of the population, immediate availability, percent of the population using electronic library services, and percent of remote accesses to electronic library services of all accesses; (2) finances, including total costs of the library per active user, total costs of the library per library visit, acquisitions expenditure compared to the total costs of the library, and percent of staff costs per library service/product to total staff costs; (3) internal processes, including acquired media per staff year, average media processing time, number of stages involved in providing a product/service, and percent of all staff costs spent on electronic services; and (4) potentials (innovation), including library budget as a percent of the institution's budget, percent of the library's budget from project funding or income generation, number of training lessons per staff member, and number of short-time illnesses per staff member. (MES) |
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