Achieving Operational Excellence with an EHR – a CIO’s Perspective
Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.
-
Upload
nigel-gordon -
Category
Documents
-
view
219 -
download
0
Transcript of Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.
![Page 1: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/1.jpg)
Demonstrating excellence:a European Perspective
American Library Association26th June 2010
![Page 2: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/2.jpg)
Summary
• Context– Pressures to prove excellence
• Responses and experience– Quality– Impact– Value
• Where next?
![Page 3: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/3.jpg)
Context
![Page 4: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/4.jpg)
Trends - Library concept
• “Storehouse to service to educational integration” (Lancour, 1951)
• “Digitisation increases tempo” but reduces explicit mediation
• “Library as place” to “Learning space”• Reinvention, rebranding, repositioning of
academic libraries
![Page 5: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/5.jpg)
Environmental Trends
• European “harmonisation”– Bologna declaration– New nations and national library systems
• Economics– Competition (local and international)– Consumerism– Downturn
![Page 6: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/6.jpg)
Bologna process
• Driven by common European issues– Growth, diversification, skills shortages, graduate skills,
life long learning
• European Higher Education Area– 29 countries initially; now 49– Common degree frameworks
• “Institutions should routinely monitor, review and improve the effectiveness of the support services available to their students” Bologna QA guidelines
![Page 7: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/7.jpg)
Cross pressures on assessment 1
• Quality assurance systems• Customer driven quality
– “The student experience”
• Deeper customer understanding– Digital and other generational issues
• Impact– Teaching and learning– Research library contribution and advocacy
![Page 8: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/8.jpg)
Cross pressures on assessment 2
• Statistical aggregation and development– Beyond national boundaries– Evidence-based management
• Value– Costs and cost analysis– Cost comparison and benchmarking– Return on investment & contingent valuation– “Real” worth and value
![Page 9: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/9.jpg)
RIN Report on academic library challenges
• “ … there is a strong feeling among senior librarians that they have failed effectively to communicate the value of their services … there is an increasing risk that much of what libraries actually do may be invisible in a virtual environment. … we believe it is important that libraries should be able to show … that they provide services with demonstrable links to success in achieving institutional goals. Return on investment is thus an increasingly important issue. Libraries need to be more proactive in seeking to understand user behaviour and workflows; and in rigorously demonstrating the value of their activities … . The focus of performance indicators up to now has tended to be on inputs and outputs … rather than addressing the much harder issues relating to impact and value. … we believe it is essential that more work is done to analyse the relationships between library activities … and learning and research outcomes … .”
![Page 10: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/10.jpg)
Comparison
![Page 11: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/11.jpg)
SPEC Kit 303 in the UK and Ireland
![Page 12: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/12.jpg)
Sample & characteristics
• 77 libraries (43% of SCONUL membership but 60% of University institutions)
• Majority engaged with PM from late ‘80s onwards
• User surveys were first assessment activities in most cases
• Rationale was internal and user driven
![Page 13: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/13.jpg)
PM Activities in use
Range of 3-19 of listed methods; median of 10; average of 10.6
• Statistics (96%)• Suggestions (91%)• Data mining (72%)• Outcome evaluation (67%)• Benchmarking (63%)• KPIs (63%)
![Page 14: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/14.jpg)
Least used, but …
• Value/ROI assessment• Impact assessment• Balanced scorecard• Physical orientation studies• Mystery shopper studies
![Page 15: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/15.jpg)
Culture of assessment?
• Results used to improve library (75%)• Evaluation for service quality (69%)• Assessment is a library priority (67%)
• Staff development is adequate (13%)• Staff have necessary skills (26%)• Staff accept responsibility (34%)
![Page 16: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/16.jpg)
Basic comparisons (ARL/SCONUL)SPEC Kit 303
• 73 of 123 (60%)• 99% active• 91% customer driven• 29% accreditation driven• Majority survey first• Improvement 76%• No particular training 29%• Preference for interface
testing
UK & Ireland
• 77 of 129 (60%)• 100% active• 84% customer driven• 9% accreditation driven• Majority survey first• Improvement 75%• No particular training 51%• Preference for surveys
![Page 17: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/17.jpg)
Responses
Quality & Deeper Understanding
![Page 18: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/18.jpg)
The Student Experience
• National Student Survey– UK comparative & competitive data for guidance– Single library question
• LibQUAL+– Benchmarking non-competitive data for
improvement and international comparison
• SCONUL and other survey tools• “Student first” initiatives
![Page 19: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/19.jpg)
National Student Survey
![Page 20: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/20.jpg)
LibQUAL+ Consortia outside North America
• Belgium• Canada• European Business Schools (EBSLG)• France• Hong Kong (JULAC)• Ireland• Japan• NHS England• Norway• UK & Ireland (SCONUL)
![Page 21: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/21.jpg)
Overall SCONUL Sample to 2009
• Full variety of institutions• 50% of institutions* (53% of RAE top 50)• >53% of HE students potentially sampled
(>850,000)
*Based on a selection of Universities UK membership of 131
![Page 22: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/22.jpg)
LibQUAL+ SCONUL results
![Page 23: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/23.jpg)
Use for national policy influence
• SCONUL LibQUAL+ results contributed to national enquiries on libraries and learning in higher education, with particular reference to learning spaces, and the competitiveness of UK University libraries in comparison to global peers
![Page 24: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/24.jpg)
Research Information Network
• Studies of research, researchers and information resource use
• Impact of collaboration• Response of librarians to difficult economic
times• The future academic library, with SCONUL and
others• The value of the academic library to
researchers, with RLUK
![Page 25: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/25.jpg)
Deeper understanding
• Space use– SCONUL Working Group
on Space Planning– Snapshot survey figure:% responses to the statement
‘There is an increased incidence of students ‘booking’ study spaces by leaving possessions on desks during the exam period’
![Page 26: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/26.jpg)
Responses
Value & Impact
![Page 27: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/27.jpg)
Impact initiative
• July 2003-December 2005• Two cycles• 22 UK Universities• Impact of a specific innovation• Majority focussed on information literacy or
e-resource use
![Page 28: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/28.jpg)
SCONUL’s ‘Performance Portal’
• The VAMP programme for value and impact measures, plus …
• A Wiki of library performance measurement containing a number of ‘approaches’, each (hopefully) with:– A definition– A method or methods– Some experience of their use in libraries (or links to
this)– The opportunity to discuss use
![Page 29: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/29.jpg)
![Page 30: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/30.jpg)
![Page 31: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/31.jpg)
The Ontology of Performance
• ‘Frameworks’• ‘Impact’• ‘Quality’• ‘Statistics’• ‘Value’
![Page 32: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/32.jpg)
Value measurement in libraries
“focusing on cost without being able to demonstrate [service] value and quality … leaves the initiative to people whose chief concern is cost-control or profit: the funders and the vendors”
Whitehall, T (1995)
![Page 33: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/33.jpg)
University influences
• Research, Teaching & Reductionism– ‘Mode 1’ Research & impact ‘transcendental’– ‘Mode 2’ Research & impact ‘instrumental’– Value, Price & ‘Mandarinisation’ of research and its
support– Learning as a set of discreet assessed modules
• All of this may damage the idea of Libraries as ‘transcendent’, collective and connective services
![Page 34: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/34.jpg)
Guardian editorial on Michael Sandel’s Reith Lectures, 2009
“the credit crunch has exposed myriad mirages, demonstrating how the market can get things badly wrong when it comes to valuing things … when bureaucracies price things which should not be priced, they start trading them off against other objectives, instead of appreciating their absolute obligations.”
![Page 35: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/35.jpg)
Libraries and economic value: a review of recent studies
A natural history of value initiatives:
• Activity based costing for output efficiency• Perceived value based on labour saving• Balanced scorecard pressure for ’hard’ value measurement
“demonstrate value by linking to the organisation’s value statements”
Missingham, 2005
![Page 36: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/36.jpg)
UK cost analyses
• UK HE Transparency Initiative (TRAC)– University cost breakdown to identify and
separate teaching and research costs• Open University
– Business reporting– Process costing and continuous improvement– Service planning– Benchmarking (for international exercise)– ‘to generate real accountability’
![Page 37: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/37.jpg)
Financial Benchmarking
• International Groups• Commercial
– LISU– Tribal Group
• National– BIX – the Library Index
![Page 38: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/38.jpg)
Contingent valuations and ROI
• British Library– £4.40 for every £1 spent
• Reviews and commentary– Aabo, 2009– Missingham, 2005– White, 2007
![Page 39: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/39.jpg)
Intangible assets for academic libraries.
• Requires intellectual capital reporting model– Using ROI, contingent valuation etc
• Dimensions– Human capital– Structural capital– Relational capital
Kostagiolas & Asonitis, 2009
![Page 40: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/40.jpg)
Where next?
• Comprehensive and holistic measurement• “True worth”
– Value and impact– Real understanding
• Transcendent valuation• The narrative of worth
![Page 41: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/41.jpg)
![Page 42: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/42.jpg)
Valuation to values
“Whenever valuation takes place … values must enter in .. in evaluation an indispensable recourse to underlying values is involved”
“values cannot be deduced from .. data or logic … they have to be chosen”
![Page 43: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/43.jpg)
Values-based value
• Competing values• Establishing the link between values and value
– Reawakening of the broader common good of libraries
• University of York– Values “jam”– User perceptions of value as opposed to quality– Value(s) scorecard
![Page 44: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/44.jpg)
Competing values
The Clan Culture
Customer Services?
Collaborate
The Adhocracy Culture
Digital Library Development?
Create
The Hierarchy Culture
Content Services?
Control
The Market Culture
Academic Liaison?
Compete
![Page 45: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/45.jpg)
Staff values debate using ideascale
![Page 46: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/46.jpg)
User values (Academic Engineer)• Library as a “real tangible physical expression of knowledge”• “Intellectual heart, a collection of knowledge made without
fear or favour”• Exaltation of solitary study - deeper understanding by
“conquering the stuff alone”• Organisation of knowledge reflected in how things are laid
out; browsing and walking through physical objects• Browsing; overview of knowledge by the way it is structured;
‘to steer thinking”; density tells you what’s important• “A real physical existing thing where I can see the celebration
of scholarship”
![Page 47: Demonstrating excellence: a European Perspective American Library Association 26 th June 2010.](https://reader035.fdocuments.us/reader035/viewer/2022062802/56649ead5503460f94bb3a15/html5/thumbnails/47.jpg)
Web references
• BIX see: http://www.bix-bibliotheksindex.de/index.php?id=115• Bologna see: http://ec.europa.eu/education/higher-education/doc1290_en.htm• CIBER see: http://www.ucl.ac.uk/infostudies/research/ciber/ • LIBER see: http://www.libereurope.eu/node/457• Impact initiative (Poll & Payne, 2006) see: http://eprints.bbk.ac.uk/373/• National Student Survey see: http://unistats.direct.gov.uk/• Research Information Network see: http://www.rin.ac.uk/• SCONUL Performance Portal see: http://vamp.diglib.shrivenham.cranfield.ac.uk/• Performance measurement in the UK & Ireland (Stanley & Killick, 2009):
http://www.arl.org/bm~doc/LibraryperformanceUKIreland.pdf