Five Years of Keeping Score

What are the Results?

Jim Self

Donna TolsonUniversity of Virginia Library

ALA Annual Conference

Washington DC

June 23, 2007

The BSC at the U.Va. Library

Implemented in 2001 Results tallied FY02 through FY06 Completing metrics for FY08 Will tally FY07 in July and August A work in progress

re· sult (noun)

1. a quantity, expression, etc., obtained by calculation

2. something that happens as a consequence; outcome

3. often, a desirable or beneficial consequence, outcome, or effect

A few examples of results …

Process improvement…Identifying and dissecting shortfalls

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 FY06: Target1. 79% filled within 7 days.

Metric VII: Turnaround time for user requests Target1: 90% of user requests for new books

should be filled within 7 days. Target2: 80% of user requests for new books

should be filled within 7 days.

Result FY03: Target not met. 17% filled within 7 days.

Accountability…Institutionalizing customer feedback

Metric U.1.A: Overall rating in student and faculty surveys

Target1: An average score of at least 4.00 (out of 5.00) from each of the major constituencies.

Target2: A score of at least 3.90.

FY06 Result: Target1 Graduate students 4.08 Undergraduates 4.11

Metric I.3.B. Staff Survey Rating of Internal Customer Service Target1: A composite rating of at least 4.00,

with no unit rated below 3.50. Target2: A composite rating of 3.50, with no

unit below 3.00. Result FY05: Target1.

Composite score of 4.09. Individual unit ranged from 3.52 to 4.57.

Examining priorities

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 FY03-FY05: Target1.

Result FY06: Target not met. 8.8% increase ($2.10 vs. $1.93)

Gaining resources

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 FY06: Target1. 2.57% ($25.2M of $972M)

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 FY06: Target1.

FY06 unrestricted receipts were $774,000; target was $374,000.

Metric L.2.C. Compare staff salaries to peer groups.

Target1: Library faculty salaries should rank in the top 40% of salaries at ARL libraries.

Target2: Rank in top 50%.

Result FY06: Target1.

Ranked 33 of 113. (Top 28%)

A few examples of results (def. 3)…

Core Questions

User Perspective How well is the library meeting user needs?

Internal Processes Do the library’s processes function efficiently?

Finance How well are the library’s finances managed?

Learning and Growth Is the library well positioned for the future?

Scorecard structure

Four perspectives force development of measures in several areas

Development and collection processes lead to participation across organization

Participation leads to more widespread awareness and interest from staff

Scorecard structure

Results: a more balanced picture of the Library more involvement and acceptance among

staff

Tool for communication

Perspectives connect library data to universal organizational goals

Translates “library lingo” into management priorities

Tool for communication

Results: Resonates with all staff regardless of

specialization VERY useful when communicating with

those outside organization

Private sector spin on public service organization

Encourages focus on less obvious areas of a public organization

Still unusual in academia and government

Private sector spin on public service organization

Results: Encourages Library to “think” like a

business Interest is growing – you may start a trend!

Thank you!

Jim Self self@virginia.edu

Donna Tolson dtolson@virginia.edu

UVA Library BSC website

http://www.lib.virginia.edu/bsc/