1 using performance indicators to improve technical service in an academic library: a case study...

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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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THANK YOU !

Email: mcelere@usp.br

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