For information.....
http://www.anu.edu.au/caul/caul-doc/perfindb.htm
-- > [Council of Australian University Librarians (CAUL)]
>
> CAUL Performance Indicator B.
> Document Delivery Performance
> 2nd edition, 1997
>
> Updated 23 October, 1997
>
> The second edition of CAUL's successful Performance Indicator kit on
> Document Delivery Performance has been released.
>
> The kit was revised by its author, Margaret Robertson, Queensland
> University of Technology Library, following feedback from users of the
> first edition since its release in mid-1995.
>
> The kit includes a manual, specifying a method for measuring two
> dimensions of document delivery performance (fill rate and turnaround
> time), an accompanying floppy disk with a data analysis spreadsheet
> for use with Microsoft Excel for Windows version 5, and a user guide
> to the spreadsheet.
>
> Changes to the original version are in the statistical area. Advice is
> provided on the use of smaller samples; summarising turnaround time in
> days rather than weeks is recommended; and the computer program has
> been changed to implement this. Other changes to the computer program
> are the provision of charts as well as tables to summarise the data, a
> record of the selected time period and service level on the turnaround
> time summary display.
>
> Document Delivery Performance, by Margaret Robertson. 2nd ed.
> Canberra, Council of Australian University Librarians, 1997. (CAUL
> Performance Indicator B) ISBN 1 876008 03 2
>
> Distributed by
> CAVAL Limited
> 4 Park Drive
> Bundoora VIC 3083
> Australia
> Tel: +61 3 9459 2722 Fax: +61 3 9459 2733
>
> Cost
>
> A$120.00 (single copy) plus A$15.00 p&p
>
> A$300.00 (set of Indicators A, B & C) plus $25.00 p&p
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