Ulla Wimmer, Kompetenznetzwerk f

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Ulla Wimmer, Kompetenznetzwerk für Bibliotheken
(KNB)Managing (Quality) by Numbers

• BIX The Library Index

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BIX the Library Index

• BIX is a benchmarking system for public and
  academic libraries
• 255 libraries take part in BIX 2008 on a
  voluntary basis
• 169 Public Libraries (of ca. 2.200)
• 86 Academic Libraies (of ca. 350)
• Austria 11. Slovenia 1, Italy 1, Switzerland 1

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Goals of BIX

• to make ressources and performance of libraries
  visible to decision makers and users
• to provide evidental basis for negotiations with
  funding bodies
• to provide evidental basis for quality improvement

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BIX-Magazine the Face of BIX
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Best Practice and Library Portraits

• (illustrated pages taken from BIX-Magazine)

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Tables and Rankings
Library and users total rank and
score (descending order 1 to ...) rank and
score per dimension indicator values
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BIX-database online...
...allows detailed comparisons and analysis of
data
www.bix-bibliotheksindex.de
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Strong BIX-Focus on External Audiences

• (funding bodies, users, press, general public,
  politicians, administration)
• few indicators, (apparently) easy-to-read results
• high level of data standardization
• high level of data aggregation (ranking)
• focus on presentation (press releases,
  certificates etc.)
• BIX attracts a high level of public attention

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BIX-Contribution to Quality Improvement?

• Quality improvement requires
• highly differenciated data and indicators
• individual results and presentations

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Methodology

• 2 sets of indicators for public and academic
  libraries
• Libraries are split into categories
• PL are grouped by size of community ? 5
  categories
• AL are grouped by type ? 3 categories
• ? 8 categories (comprising 20 45 libraries)
• ? 8 top positions, 8 2nd positions, 8 3rd
  positions etc.

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Indicators are split into dimensions (Balanced
Scorecard)
Public Libraries (17) Academic Libraries (16)
Ressources (6 indicators) Offers (6)
Customer Focus (4) Usage (4)
Efficiency (4) Efficiency (3)
Development (3) Development (3)
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Indicators for Public Libraries
Resources (Task Fulfillment) Collection units per capita User area in sqm per 1,000 capita Employees per 1,000 capita Computer services in hours p.c. Internet services Events per 1,000 capita Customer Focus Number of visits per capita Loans per capita Turnover rate Opening hours per Week
Efficiency Acquisitions budget per loan Employee hours per opening hour Visits per opening hour Running costs per visit Development Investment budget per capita Renewal rate (additions/stock) continuing education hours per employee
capita inhabitants
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Indicators for Academic Libraries
Resources/Infrastructure User area in sqm per 1,000 capita Employees per 1,000 capita Acquisitions budget per 1,000 capita Percentage of acquisitions budget spent on electronic collection Opening hours per week (central library) Usage physical Library visits per capita virtual Library visits per capita User trainings per 1,000 capita Immediate media availability (immediate loans as a percentage of total loans, incl. reservations/loans) (user satisfaction rate not used 2008)
Efficiency Library expenditure per capita Ratio of acquisition expenditures to staff costs Employee productivity (sample media processing) (capita students and faculty members) Development continuing education hrs per employee Percentage of university means allocated to the library Percentage of library means from third- party funds and special funds Percentage of library staff for electronic services
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BIX-Contribution to Quality Improvement?
Does BIX show the quality of library services? ?
Concepts of Quality?
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Concepts of Quality (1)

• Professional View
• Creating benefits, doing good work
• Link

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library visits / virtual libray visits per capita
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renewal rate / additions to stock / acquisitions
budget per capita
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continuing education hours per employee
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Concepts of Quality (2)

• (Some) Treasurers View
• Any data not concerning staff efficiency and
  finance.

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Indicators for Public Libraries
Resources (Task Fulfillment) Collection units per capita User area in sqm per 1,000 capita Employees per 1,000 capita Computer services in hours p.c. Internet services Events per 1,000 capita Customer Focus Number of visits per capita Loans per capita Turnover rate Opening hours per Week
Efficiency Acquisitions budget per loan Employee hours per opening hour Visits per opening hour Running costs per visit Development Investment budget per capita Renewal rate (additions/stock) continuing education per employee
capita inhabitants
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Indicators for Academic Libraries
Resources/Infrastructure User area in sqm per 1,000 capita Employees per 1,000 capita Acquisitions budget per 1,000 capita Percentage of acquisitions budget spent on electronic collection Opening hours per week (central library) Usage physical Library visits per capita virtual Library visits per capita User trainings per 1,000 capita Immediate media availability (immediate loans as a percentage of total loans, incl. reservations/loans) (use satisfaction rate not used 2008)
Efficiency Library expenditure per capita Ratio of acquisition expenditures to staff costs Employee productivity (sample media processing) (capita students and faculty members) Development continuing education per employee Percentage of university means allocated to the library Percentage of library means from third- party funds and special funds Percentage of library staff for electronic services
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Balanced Scorecard-Approach
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Concepts of Quality (3)

• Quality Management View
• Defining standards, procedures and goals,
• monitoring and improving performance
• Saying what you do,
• doing what you say

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Quality Management Step 1

• integration of customers view
• definition of service standards
• documentation of processes
• ? not part of BIX!

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Monitoring Performance

• indicator values compared to standards
• indicator values compared to averages
• time series for indicator values (not for ranks!)

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Integrating Data into Quality Management

• Libraries certified according to ISO 9000
• use interlibrary comparisons as part of their
  quality management strategy
• By means of interlibrary comparisons, libraries
  raise the quality level in their institutions and
  in the cooperative as a whole.
• Qualitätsmangement-Verbund Öffentlicher
  Bibliotheken der Regierungsbezirke Düsseldorf und
  Köln Die Qualitätspolitik des QM-Verbundes,
  Stand Januar 2007

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Time Series for Indicator Values

• time series Itzehoe Public Library

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Monitoring Performance

• BIX data indicates where to dig deeper
• gather additional data
• make management decisions
• ? improvement of services, (not improvement of
  BIX-results!)

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Open Issues concerning Quality Management in BIX

• integration of user satisfaction measures into
  BIX
• limited data on internal processes
• measurement of innovative / emerging services

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Keep Chasing the Invisible Man!
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Thank you for your attention!wimmer_at_bibliotheksv
erband.dewww.bix-bibliotheksindex.de
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Data Processing and Data Quality

• Data input Online (MySQL-database / Excel)
• mathematical quality control
• intellectual quality control (corrections for 98
  100 of libraries!)
• index calculation first run
• quality control by BIX-management and libraries
  (corrections for 30 40 of libraries!)
• index calculation second (final) run
• final control by libraries
• Publication via BIX-Magazine

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From raw data to index
Libraries input 26/24 items of raw data number of stock number of people served
indicators are calculated 1,7 items/capita
indicator values are transformed into scores by comparing them to the average of all values 1,7 items/capita 325 points
for each dimension a score and a rank are calculated 416 points for ressources means 8th position
the overall rank consists of the sum of all 4 scores 1016 points in total means 5th position in the index
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Organization

• BIX is a cooperative network of six partners
• dbv project management and BIX-Magazine (coop.
  with journal B.I.T.-Online)
• Online utility and library service center hbz and
  infas database and statistics
• virtual visits Stuttgart Media University (HdM)
• Bertelsmann Stiftung project development and
  consulting
• Funding 170 VAT per library