1 USING PERFORMANCE INDICATORS TO IMPROVE TECHNICAL SERVICE IN AN ACADEMIC LIBRARY: A CASE STUDY FROM SÃO PAULO UNIVERSITY LAW SCHOOL Milena Celere Library Manager 1
1 USING PERFORMANCE INDICATORS TO IMPROVE TECHNICAL SERVICE IN AN ACADEMIC LIBRARY: A CASE STUDY FROM SÃO PAULO UNIVERSITY LAW SCHOOL Milena Celere Library.
Mar 28, 2015
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USING PERFORMANCE INDICATORS TO IMPROVE TECHNICAL SERVICE IN AN ACADEMIC LIBRARY: A CASE STUDY FROM SÃO PAULO UNIVERSITY LAW SCHOOL
Milena Celere
Library Manager
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WHERE ?
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BACKGROUND
March 2007 – the law course at Ribeirão Preto campus was created
December – Ribeirão Preto Law School Library was created
January 2008 – open doors in a small room inside the Central Library
June 2009 – moved to a temporary place inside the Law School building
January 2011 – moved to the new library building
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ROOM AT THE CENTRAL LIBRARY
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BACKGROUND
March 2007 – the law course at Ribeirão Preto campus was created
December – Ribeirão Preto Law School Library was created
January 2008 – open doors in a small room inside the Central Library
June 2009 – moved to a temporary place inside the Law School building
January 2011 – moved to the new library building
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PROVISORY ROOM AT THE LAW SCHOOL
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BACKGROUND
March 2007 – the law course at Ribeirão Preto campus was created
December – Ribeirão Preto Law School Library was created
January 2008 – open doors in a small room inside the Central Library
June 2009 – moved to a temporary place inside the Law School building
January 2011 – moved to the new library building
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RIBEIRÃO PRETO LAW SCHOOL LIBRARY
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PURPOSE
To use performance indicators to improve the use of collection and the speed of technical processes.
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APPROACH
Performance indicator is defined as an expression (which may be numeric, symbolic or verbal) used to characterise activities (events, objects, persons) both in quantitative and qualitative terms in order to assess the value of the activities characterised, and the associated method.(ISO, 2008)
The objective is to provide a self-diagnosis enabling us to identify and solve problems quickly.
Two performance indicators by ISO(2008) were used: collection use and speed of technical processing
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FINDINGS
Collection
Loans per capita In-library use per capita
Median time of document processing
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LOANS PER CAPITA
Objective: asses the rate of use of library collection by the population to be served
Year 2008 2009 2010 2011
Rate 19 20 28 38
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FINDINGS
Collection
Loans per capita In-library use per capita
Median time of document processing
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IN-LIBRARY USE PER CAPITA
Objective: asses the amount of usage of materials within the libraryIIUC = (A/B x C)/D
A: nº of documents counted during the sampling period
B: nº of opening days in the sampling period
C: total nº of opening days in the full year
D: nº of persons in the population to be served
Year 2008 2009 2010 2011
Rate 9,5 24 37 2814
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SPREADSHEET USED TO COLLECT DATA
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FINDINGS
Collection
Loans per capita In-library use per capita
Median time of document processing
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MEDIAN TIME OF DOCUMENT PROCESSING Objective: assess the effectiveness in terms of speed
(average number of days between the day a document arrives at the library to the day it is available for the user)
Collecting data:
Until June 2010
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AFTER JUNE 2010
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AFTER JUNE 2010
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RESULTS
Our book collection
Number of books registered Number of books registered by type of
acquisition Number of books registered by type of
cataloguing
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TurnoverYear Admission (number of
employees)Shutdown (number of employees)
2008 2
2009 until August 1
August
1 (part time)
November
1
2010 March
2
August
1
2011 March
2 (part time) 2
May 1 1
June 1 2 (part time)
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NUMBER OF BOOKS REGISTERED
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RESULTS
Our book collection
Number of books registered Number of books registered by type of
acquisition Number of books registered by type of
cataloguing
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TYPE OF RECEIVING
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RESULTS
Our book collection
Number of books registered Number of books registered by type of
acquisition Number of books registered by type of
cataloguing
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TYPE OF CATALOGUING
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RESULTS
Speed of technical processing
Year 2008 2009 2010 2011
Days 17,5 18,5 8,5 17,5
Number of days
Number of books registered
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CONSIDERATIONS
Importance Results impact
Next steps Improvement on the system and the process Star a research about staff motivation
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