Performance evaluation of academic libraries: implementation model

Melo, Luiza Baptista and Pires, Cesaltina Performance evaluation of academic libraries: implementation model., 2008 . In 17th Hellenic Conference of Academic Libraries - Academic Library Evaluation as a measure of Institutional Quality Assessment, Ioannina, Greece, 24-26 September. [Conference paper]

[img]
Preview
 PDF
b2.Melo_Pires.pdf
Download (297kB) | Preview

English abstract

This paper describes an action model to measure the performance of libraries. The proposed model is based in the CAF – Common Assessment Framework, the Balanced Scorecard and the Analytic Hierarchy Process (AHP). The recommended performance indicators are based in the ISO 11620:1998, Adm1:2003 and ISO 2789:2003. The relative weights for each performance measure are calculated using the AHP. The AHP computes the weights of the performance measures in two steps: • Comparing (pairwise) the performance measures under each criterion; • Comparing (pairwise) the major criteria of the proposed model. The main purpose of this model is to improve the performance of libraries and to develop benchmarking techniques. The model was tested using the opinion of ten university librarians. According to the data, the most important criteria, by decreasing order of importance, are: customer satisfaction, impact on society, leadership and financial perspective.

Item type: Conference paper
Keywords: Academic library, evaluation, assessment, service quality, CAF, Balanced Scorecard, Analytic Hierarchy Process
Subjects: F. Management. > FZ. None of these, but in this section.
A. Theoretical and general aspects of libraries and information.
Depositing user: Luiza Baptista Melo
Date deposited: 24 Oct 2008
Last modified: 02 Oct 2014 12:13
URI: http://hdl.handle.net/10760/12374

References

Andersen, H., Lawrie, G. and Shulver, M. 2000. The balanced scorecard vs. the EFQM business excellence model, 2GC Working Paper, June , pp. 1-14.

Anderson, D.R., Sweeney and D.J., Williams, T.A. 1998. Quantitative methods for business. 7th ed. Cincinnati, Ohio: South-Western College.

Bank, J. 1998. Qualidade total: manual de gestão. Mem Martins: CETOP.

Bodi, S. and Maier-O'Shea, K. 2005. The library of Babel: making sense of collection management in a Post-modern word, The Journal of Academic Librarianship, 31, pp.143-150.

Cullen, R. 2003. Benchmarking: overview and context [online], in: Proceedings of World Library and Information Congress 69th IFLA General Conference and Council, Berlin, 1-9 August. [Accessed 09 September 2003]. Available from World Wide Web: <http://www.ifla.org/IV/ifla69/papers/015e-Cullen.pdf>

Eco, U. 1983. A biblioteca. Lisboa: Difel.

European Institute of Public Administration 2006. CAF – Common Assessment Framework. Maastrich: EIPA. [Accessed 10 October 2006]. Available from World Wide Web: <http:// www.eipa.nl/CAF/CAF_2006/Brochures/English_2006.pdf>

International Organization for Standardization 1998. ISO 11620 information and documentation - library performance indicators. Genève: ISO.

International Organization for Standardization 2003a. ISO 11620 information and documentation - library performance indicators: amendment 1: additional performance des bibliothèques. Genève: ISO.

International Organization for Standardization 2003b. ISO 2789 information and documentation - international library statistics. Genève: ISO.

Kaplan R.S. and Norton, D.P. 1992. The balanced scorecard - measures that drive performance. Harvard Business Review, January February, pp. 71-79.

Kaplan, R.S. and Norton, D.P. 1996 The balanced scorecard: translating strategy into action. Boston: Harvard Business School.

Kaplan R.S. and Norton, D P. 2004. Kaplan e Norten na prática. Rio de Janeiro: Elsevier.

Matthews, J. R. 2005. Scorecard for results: a guide for developing a library Balanced Scoerecard. Carlsbad, CA: The Carlsbad City Library.

Melo, L.B. 2005. Avaliação de desempenho das bibliotecas da Universidade do Porto: modelo de actuação. Évora, Inf. Sc. Ms. Dissertation - Universidade de Évora.

Melo, L.B., Pires, C.and Taveira, A. 2008 A. Recognizing best practice in Portuguese Higher Education Libraries. IFLA Journal, 34(1), pp.34-54.

Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, 9, pp.41-50.

Payne, P. 2005. Conyers, A. Measuring the impact of higher education libraries: the LIRG/SCONUL impact implementation initiative. Library and Information Research, 29(91), [Accessed 29 October 2007]. Available from World Wide Web: <http://eprints.bbk.ac.uk/148/1/Payne1.pdf>

Poll, R. 2001. Performance, process and costs: managing service quality with balanced scorecard. Library Trends, 49(4), pp. 709-717.

Poll, R. and Payne, P. 2006. Impact measures for libraries and information services. Library Hi Tech. 24(4), pp. 547-562.

Saaty, T.L. 1990. Decision making for leaders: the analytic hierarchy process for decisions in a complex world. Pittsburgh: University of Pittsburgh.

Saaty, T.L. 2000. Fundamentals of Decision Making and Priority Theory with Analythic Hierarchy Process. Pittsburgh: RWS.

Sampaio, M. I. 2005. Motivação no trabalho cooperativo: o caso da Rede Brasileira de Bibliotecas da Área de Psicologia - ReBAP. São Paulo, Inf. Sc. Ms. Dissertation - Universidade de São Paulo.


Downloads

Downloads per month over past year

Actions (login required)

View Item View Item
Contact us
Send email Sponsors
Sponsor: AIMS Sponsor: D&P Sponsor: UniNa CAB Get connected
Facebook Facebook Twitter Twitter Linkedin LinkedIn RSS RSS