Performance Measurement and Benchmarking Consortium

David ParkesStaffordshire University d.j.parkes@staffs.ac.uk

‘Performance Measurement and Benchmarking Consortium’

• Formed from the SCONUL Benchmarking pilot projects

• ‘beneficial cross University analysis of processes, statistical information and service outcomes’

• mutual support in the assessment and evaluation of service provision and the production of practical comparative benchmarking data

• LISU Occasional Paper No 33 ‘As Others See Us: Benchmarking in Practice’

Benchmarking Consortium

• University of Derby• University of Huddersfield• Leeds Metropolitan University• Liverpool University• Liverpool John Moores University• University of Salford• Sheffield Hallam University• Staffordshire University

Outcomes and BenefitsProvide Comparative Data to support decision making and a

process of continual improvement

• Establish best practice• Process improvement• Evaluation of customer

opinion and needs• Identification and

validation of clear trends

• Staff development

• Processes and tasks• Networking• Changing perspectives/roles•University reputation•Exchange of views/ideas

“Companies have defined so much ‘best practice’ that they are now more or lessidentical.”

Jesper Kunde, Unique Now or Never

library.thinkquest.org/28599/cloning_extra.htm

Those who benchmark do not have to reinvent the wheel - Parker 1996

http://www.newegear.com/wp-content/uploads/2007/06/apple_store.jpg

http://farm1.static.flickr.com/184/387347194_424bc95559.jpghttp://www.flickr.com/photos/kazze/15926733/

Help Desks• Evaluate types of Help Desks – merged, virtual,subject• What services they provide – ref,IT,referral, chat• What works well – handbooks, training, signposting• What doesn’t work so well - • Best practice – process mapping, quality• Locations – libraries, it centres, flexible learning areas

http://clogwork.blogspot.com/2007/04/mister-helpdesk.html

Enquiry logging formsEnvironmental dataExit interviewsSmiley face questionnairesMystery shoppersBehavioural studiesInterviews with staff

Activity

• Visits• Printing and Photocopying• Mentoring Scheme• Activity Based Costing• Copyright and Digitisation• 24/7• Eresources KPIs• Help Desks

Performance Measurement and Benchmarking ConsortiumProposed KPIs for E-Resources (to be measured annually)Quantities•Number of FTE students (based on last HESA published return)•Number of datasets and databases (combined figure)•Number of e-journals•Number of e-booksBudget•Amount spent on e-resources•Amount spent on e-resources as percentage of total information resources budget•Amount spent on e-resources per FTE studentUsage•Number of full text article downloads•Number of full text downloads per FTE student•Number of e-book accesses•Number of e-book accesses per FTE student

Other benchmarking…