... of accreditation standards. Yazid Mati can be contacted at: matie@qu.edu.sa 26 03 2018 28 05 2018 26 07 2018 27 07 2018 © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Key performance indicators Higher education Performance...

... for the Customer Service Excellence accreditation. Tracey Stanley can be contacted at: stanleyts@cardiff.ac.uk © Emerald Group Publishing Limited 2016 Libraries Librarianship Measures Information management Performance measures Service standards In 2014, the Research Libraries UK...

...Joseph Matthews Purpose – The purpose of this paper is to explore a wide range of performance measures, while acknowledging that of late, outcome measures have become increasingly important. Several initiatives are underway to develop a broad framework and suggest approaches to developing outcome...

... of managing the project, findings are consistent with those reported in the administration of other benchmarking projects. The libraries are in the early stages of developing a series of common international performance measures. It is evident that learning more detail about assessment processes used across...

... the usability, design and content of academic libraries’ web sites; several of the studies included ARL members (Blummer, 2007). This research study uses the following definition for assessment from ARL: © Emerald Group Publishing Limited 2013 Assessment Standards Performance measures...

... the original plan. Findings The balanced scorecard restructured the eight pathways into four perspectives to create an aligned, cause‐and‐effect strategy. The original plan had too many themes to manage and lacked a cohesive strategy. Performance measures proved more meaningful and manageable in measuring...

... found, none of them on academic libraries. © Emerald Group Publishing Limited 2012 Sultanate of Oman Academic libraries Information services Performance measures Measurement methods Key performance indicators Performance measurement is the process of quantifying the efficiency...

... in their strategic thinking, future planning and performance measurement. Design/methodology/approach This is a qualitative interpretive study, using a collective case study methodology, with the National Libraries of Wales and Scotland as the core cases. Semi‐structured interviews were conducted with senior...

...Marcel Chiranov Purpose This paper aims to describe the main impact and performance measures employed by the Global Libraries – Biblionet Romania programme (GL‐Biblionet) and reports on the pilot application of a pop‐up survey designed to provide focused user‐feedback to inform the development...

... by the Bill and Melinda Gates Foundation. Ugne Rutkauskiene can be contacted at: ugne.rutkauskiene@kf.vu.lt © Emerald Group Publishing Limited 2010 Assessment Performance measures Latvia Lithuania Libraries In the past ten years a lot of money has been invested into public...

.... Originality/value The paper reports a journey of growth and development in performance measurement in a major national library, offering an example for similar libraries worldwide. 1. The revision of the corporate strategy for the organisation. 2. The introduction, by the devolved Scottish...

... Customer service management Customer satisfaction Performance measures University libraries The title of this paper raises a number of questions that require answering before addressing the fundamental issue of bridging the gap between service provision and customer expectations. The questions...

...Roswitha Poll Purpose The purpose of this paper is to provide an overview of the new Technical Report ISO 28118 “Performance measures for national libraries”. Design/methodology/approach The paper reports on the mission and main tasks of national libraries as defined by the technical report...

..., unlinked to the teaching‐learning process. Whenever evaluation processes have been carried out, the commissions in charge of them failed to include any library staff. University libraries South America Performance measures Library management Function evaluation This work was conducted...

... library. It is highly configurable, which allows for customised implementation in other organisations. © Emerald Group Publishing Limited 2008 Academic libraries Statistics Performance measures The library with a culture of quality assurance and a continuous cycle of renewal...

...Roswitha Poll Purpose The purpose of this paper is to present the new edition of the IFLA handbook Measuring Quality that since its publication in 1996 has influenced performance measurement in many countries. Design/methodology/approach The approach used is to acquaint librarians...

... toward evaluation activities. Findings The paper finds that the possible obstacles to creating a positive climate for performance measurement in the Croatian library and information science community might be, among other things: insufficient number of staff, inexperience and lack of skills needed...

... Limited 2007 SCONUL produces a wide variety of resources to support its members in library management and performance measurement, and endorses others. Many are available only to members or contributors, but some information is in the public domain, accessible from its web site (www.sconul.ac.uk...

... on personalisation of services including a discussion of services to segments of the population for example people with different kinds of disabilities. Together, these chapters warn against the “one size fits all”approach. Performance measures Libraries United Kingdom United States of America...

... in performance measurement. If, e.g. the indicator “shelving accuracy” shows that only 85 percent of books in the collection are in their right place, the library will of course know that this is not the best result possible. But are ten loans per year per member of the population good enough? Is it efficient...