Monash University PowerPoint template

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How can we keep improving services to our
customers?
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Quality Review 2003 Improving Library Services
Chooi Hon Ho Director, Corporate Services and
Development Marie Pernat Senior Librarian,
Planning and Projects January 2003
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Background

• University-wide program to review quality
• Goal to improve the university as a learning
  institution
• Systematic approach to quality by the university
• Quality principles defined, including the quality
  cycle
• Review process in place, and CHEQ support
  available
• Service level agreements with faculties,
  including KPIs
• Student and staff surveys
• University planning documents

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Monash Quality Review Program

• Universitys institutional self-review, with
  subsequent report and recommendations -
  completed 2002
• Individual Academic Reviews (Faculties) in
  progress
• Individual Support Services Reviews (e.g.
  Library) in progress
• Library review - two phases
• Self-review (internal) - February and March 2003
• Compilation of self-review report
• Panel review (external) - mid July 2003
• Compilation of review panel report
• AUQA audit of Monash in 2004 or 2005 or 2006,
  thereafter a 5-year cycle

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What is the Meaning of Quality at Monash?

• Quality principles
• Fundamental questioning to establish our purpose
• Systematically meeting our purposes (quality
  cycle)
• Feedback customer opinion sought and evaluated
• Fitness for purpose and fitness of purpose
• Librarys mission
• To enrich the learning, teaching and research
  programs of the university by providing seamless
  and timely access to high quality scholarly
  information and learning materials in a range of
  formats, in order to meet the needs of staff and
  students wherever they are located within the
  global Monash.

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Questions to Ensure Fitness for Purpose

• What do we do?
• Why do we do it?
• How do we do it?
• Why are we doing it this way? (What other ways
  are there?)
• How do we know it is working?
• How can we improve it?
• How can we learn and improve ourselves?
• Supplementary questions for the self-review will
  be provided

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Quality Cycle the Core of the Process

• A planned and systematic approach
• Ensures continuing and evolving thought and
  activity
• Plan

Act
Improve
Evaluate monitor and review
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Goals for the Library Self-Review

• To make a genuine attempt to identify strengths
  and weaknesses and areas for further review
• To focus at a high level concentration on
  analysis, not solutions
• To produce an objective and open report

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Undertaking the Library Self-Review

• Address the four terms of reference (core
  functions) and review the activities associated
  with an individual division/unit
• Take a helicopter view high level approach
  but focus on specifics where appropriate (use
  questions provided)
• Do a SWOT analysis of the individual
  division/unit
• Identify good practices and processes
• Describe strengths
• Provide examples of effective processes,
  including documents, feedback, other evidence
• Provide a summary of the outcomes of the
  self-review
• Identify areas for improvement make
  recommendations for action

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Terms of Reference (Headings to be reported upon)

• 1. Organisational Structure, Management, Quality
  Assurance and Improvement
• 2. Human Resources
• 3. Core Services
• 3.1 Library Resources
• 3.2 Library Services
• 3.3 Physical Infrastructure
• 4. Professional and Community Activities

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Implementation of Library Self-Review (1)

• Terms of reference are to be addressed by each
  unit/division
• A series of questions will be provided to ensure
  a consistent approach
• A template will be provided to ensure a
  consistent report format
• The library self-review report which addresses
  the terms of reference will be the main
  information source for the external review panel
  and will be addressed in their subsequent report
• Terms of reference are similar to those used by
  other support service areas of the university

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Implementation of Library Self-Review (2)

• Each Director/Head of Unit
• Presents this slide show to inform all staff, and
  provides staff with the set of questions to
  address
• Sets a meeting time to receive general feedback
  and finalises which staff are to help write the
  report of the division/unit
• Requests small groups to examine each term of
  reference in more detail using the set questions
  and to provide a report on the template provided
• Completes the divisional/unit report and forwards
  it to Marie Pernat by14 March

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Implementation of Library Self-Review (3)

• Each work area
• Identifies stakeholders and their needs
• Ensures library plans, policies, processes and
  procedures address those needs
• Answers the series of questions provided which
  relate to the terms of reference
• Evaluates current services and resources and
  identifies areas for improvement
• Reports the findings in writing on the template
  provided

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Desired Outcomes of the Library Self-Review

• Improved customer satisfaction and service
• Ongoing commitment to improvement
• Increased awareness of a continuous improvement
  cycle
• More informed analysis and feedback of library
  operations
• Proactive approach to improving and managing
  services, resources and facilities by embedding
  a quality system
• Planned and systematic implementation of outcomes
  identified for priority action during the quality
  review process

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Library Staff Involvement

• Crucial for the production of an accurate and
  complete self-review report
• Will bring about increased knowledge of library
  operations and more systematic documentation of
  processes
• Will ensure increased awareness of the librarys
  continuing commitment to quality improvement
• Will be relevant if/when the external review
  panel requests interviews with stakeholders to
  ensure the self-review report accurately
  describes current practices

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Progress to Date

• Library Quality Management Group (QMG) formed
• Liaison with and briefing by Centre for Higher
  Education Quality (CHEQ)
• Processes, timelines and documentation prepared
• External review panel formation in progress
• Terms of reference and structure of library
  self-review agreed upon

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Next Steps

• mid March 2003
• May 2003
• mid July 2003
• Sept 2003
• Nov 2003

• Divisional reports finalised
• Self-review report provided to external review
  panel (5,000-7,000 words, with up to 20 pages
  appendices)
• Review panel visits the library, interviews
  library and senior university staff
• Review panel report produced and findings
  discussed with directors
• University Librarian discusses prioritised
  actions for implementation and the librarys
  ongoing quality program with DVC (Acad.
  Planning)

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Web Information on Quality

• Monash U Lib. http//www.lib.monash.edu.a
  u/about/
• Monash University http//www.adm.monash.edu.au
  /cheq/
• AUQA http//www.auqa.edu.au/
• Further marie.pernat_at_lib.monash.edu.au
• Information Phone [phone]

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Satisfied customer