** With apologies for cross-posting **
The Library and Information Statistics Unit (LISU) is pleased to
announce the publication of
AS OTHERS SEE US: BENCHMARKING IN PRACTICE
Process benchmarking yields significant benefits for decision makers
concerned with service development to achieve optimal performance and
best value. This report contains detailed accounts of four individual
process benchmarking projects undertaken by a consortium of four UK
universities.
The projects cover:
* Off campus services
* Shelving processes
* Advice desk, and
* Short loan operations.
The methodologies applied are comprehensively described and the
resulting data are fully presented. Observations are also included on
the degree of success these exercises have had in influencing
improvements in the services offered to users in the consortium
libraries. The report offers a valuable insight to undertaking
process benchmarking, from assembling working groups to applying
detailed measurement techniques in the field and managing the results
from systematic studies. It serves not only as a text on ways to
improve services, but also as a rehearsal of the advantages, and
challenges of process benchmarking in practice.
The consortium had its origins as participating institutions in the
SCONUL Benchmarking pilot projects that were co-ordinated by Stephen
Town (Cranfield University). Building on this experience, these four
institutions formed a consortium whose members have now undertaken
extensive process benchmarking of an exemplary standard. As a
distillation of professional expertise and experience, the report
offers a valuable general guide to benchmarking methodologies and
applications for service improvement in any context of LIS
management. It will therefore benefit readers in the wider LIS
community, not just those working in academic libraries.
This publication is available free on the web from:
http://www.lboro.ac.uk/departments/dis/lisu/public.html or as a paper
copy
priced £14.50 (ISBN 1 901786 53 6). Contact LISU direct at
Loughborough University, Loughborough, Leics LE11 3TU, Tel: 01509
223071, Fax: 01509 223072,
Email: [log in to unmask]
--
*******************************************************
Dr Sally Maynard
Research Associate
LISU
Loughborough University
Loughborough
Leicestershire LE11 3TU
*******************************************************
E-mail: [log in to unmask]
Tel: +44 (0)1509 222179
Fax: +44 (0)1509 223072
http://www.lboro.ac.uk/departments/dis/lisu/lisuhp.html
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