Monash University Library Quality Cycle

1
Monash University LibraryQuality Cycle
PLAN
Phase 1

• EXCELLENCE AND DIVERSITY
• and LEADING THE WAY
• Monash Universitys strategic framework and
  overall directions

• MONASH UNIVERSITY PLANNING DOCUMENTS
• Monash University Annual Plan
• Learning and Teaching Plan
• Research and Research Training Management Plan
• IT Strategic Plan
• Faculty and Divisional operational plans
• Campus impact statements, development urban
  plans
• Support Services Plan, Capital Plan, Marketing
  Plan
• Quality at Monash Values and Principles

• LIBRARY STRATEGIC PLANNING
• Strategic Plan 3 year rolling plan with
  objectives and strategic initiatives
• Divisional and unit operational plans
• Individual staff performance plans

• STAFF INPUT
• Directors planning day
• Senior staff planning workshop
• Divisional/unit staff meetings

• REFERENCE GROUPS
• CAUL
• Group of Eight

BUDGET
Phase 2
ACT
2
Monash University LibraryQuality Cycle
Phase 2
ACT

• SERVICE LEVEL AGREEMENT ACTIVITIES
• Summary of services
• Service Statements with KPIs and measures

• FINANCAL OPERATIONS
• Annual library budget
• Activity Based Costing

• OPERATIONAL ACTIVITIES
• Facilities Master Plan
• Information Systems Plan
• Marketing and Communications Plan
• Other library unit plans and documents

• POLICIES
• Agreed upon by Management Committee and put on
  intranet

• STRATEGIC ACTIVITIES
• Library Strategic Plan, with annual review of
  targets and actions
• Library-wide objectives and actions
• Divisional plans and actions
• Faculty team plans and actions
• Library branch plans and actions

• PROJECTS
• Project briefs presented to Management Committee
  for information, endorsement or action
• Reported upon by directors midyear and at end of
  year planning days

• STAFF COMMUNICATION
• Directors visits to branches
• Annual staff information day
• Intranet
• Regular bulletins from University Librarian,
  directors, project managers, marketing
  communications officer

• LIBRARY STAFF ACTIVITIES
• Individual performance management plans and
  actions
• Position descriptions and roles
• Training

• FACULTY LIAISON
• General Library Committee meetings
• Library Advisory Committee meetings
• Faculty board meetings
• Departmental/School meetings
• Web site
• Information literacy sessions

• LIBRARY REPRESENTATION/ATTENDANCE AT UNIVERSITY
  COMMITTEES
• Academic Board
• Senior Management Committee
• Education Committee and subcommittees
• Committee of Associate Deans (Teaching)
• Information Management Project Steering
  Committee
• Finance Reference Group
• International Development Group
• SLA and Quality Coordinators meetings
• Information Technology Services various
  meetings

• STAKEHOLDER FEEDBACK INPUT
• Customer surveys
• Staff opinion surveys
• Graduate questionnaires
• Monash Experience Questionnaire
• Focus groups
• Email, feedback form, suggestion board
• Library committees

Phase 3
EVALUATE
3
Monash University Library Quality Cycle
Phase 3
EVALUATE
A. MONITOR

• FINANCE
• Monthly budget reports to directors
• Quarterly reports to General Library Committee
• Annual accounts reconciliation and report to
  university

• SURVEYS
• Biennial library staff opinion survey
• Biennial customer survey benchmarked nationally
• Service specific surveys (ad hoc)

• STAKEHOLDER FEEDBACK
• In person at information desks
• Via online chat
• By telephone
• By email
• Via Systems and Information Resources help desks
• Suggestion boxes, feedback forms
• Informally
• Library Committees

• STATISTICS
• Monthly recording
• Annual reporting to CAUL
• Annual report

• STRATEGIC PLAN
• Projects reported upon semi annually at senior
  staff forum

• QUALITY MANAGEMENT SYSTEM
• Quality Management Group meetings
• Review of actions implemented
• Regular schedule to review objectives and
  initiatives

• SERVICES
• Service Statements with KPIs monitored regularly
  and reported upon quarterly to faculties

B. REVIEW

• COMMITTEE STRUCTURE
• Annual review of current committees

• DIVISIONAL PLANS
• Proactive monitoring during the year and end of
  year evaluation of planned activities

• STRATEGIC PLAN
• Annual review and evaluation of objectives and
  actions
• Review of strategic initiatives
• Revision of objectives and actions

• INDIVIDUAL STAFF PLANS
• Biannual review

• SERVICE LEVEL AGREEMENTS
• KPIs reviewed annually

• STAKEHOLDER FEEDBACK
• Review of survey responses and comments
• Action plans devised

• PROJECTS
• Timelines include monitoring and reviewing

IMPROVE
Phase 4
4
Monash University Library Quality Cycle
IMPROVE
Phase 4
Quality Assurance

• Self review and resulting self review report
  identify strengths and weaknesses
• Panel visit and resulting panel report make
  commendations and recommendations for action
• Post review action plan identifies prioritised
  actions for implementation
• After six months, progress is reported to
  university
• Actions are aligned with key planning documents
  strategic plan, operational plans, budget,
  performance plans
• Actions are communicated to stakeholders
• Staff are asked for further feedback on progress
  of the quality program
• Actions are tracked and evaluated
• Adjustments are made to activities as required
• Quality cycle phases recommence

Quality Cycle
Re Apply Phase 1
RE PLAN