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Ulla Wimmer, Kompetenznetzwerk für Bibliotheken (KNB) Managing (Quality) by Numbers. BIX – The Library Index. 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) - PowerPoint PPT Presentation
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Ulla Wimmer, Kompetenznetzwerk für Bibliotheken (KNB)
Managing (Quality) by Numbers
BIX – The Library Index
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
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
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
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
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
BIX-Magazine – the Face of BIX
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Best Practice and Library Portraits
• (illustrated pages taken from BIX-Magazine)
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Tables and Rankings
Library and users
total rank and score
(descending order: 1 to ...)
rank and score per dimension
indicator values
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
BIX-database online...
www.bix-bibliotheksindex.de
...allows detailed comparisons and analysis of data
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
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
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
BIX-Contribution to Quality Improvement?
Quality improvement requires:
• highly differenciated data and indicators• individual results and presentations
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
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.
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
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)
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Indicators for Public Libraries
capita = inhabitants
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
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
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
Indicators for Academic Libraries
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
BIX-Contribution to Quality Improvement?
Does BIX show the quality of library services?
Concepts of Quality?
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Concepts of Quality (1)
Professional View:
„Creating benefits, doing good work“
Link
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
library visits / virtual libray visits per capita
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
renewal rate / additions to stock / acquisitions budget per capita
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
continuing education hours per employee
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Concepts of Quality (2)
(Some) Treasurer‘s View:
„Any data not concerning staff efficiency and finance.“
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Indicators for Public Libraries
capita = inhabitants
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
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
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
Indicators for Academic Libraries
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
„Balanced Scorecard“-Approach
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Concepts of Quality (3)
Quality Management View:
„Defining standards, procedures and goals,
monitoring and improving performance“
„Saying what you do,
doing what you say“
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Quality Management – Step 1
• integration of customers‘ view
• definition of service standards
• documentation of processes
• not part of BIX!
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Monitoring Performance
• indicator values compared to standards
• indicator values compared to averages
• time series for indicator values (not for ranks!)
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
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
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Time Series for Indicator Values• time series Itzehoe Public Library
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Monitoring Performance
BIX data indicates where to „dig deeper“
• gather additional data• make management decisions
improvement of services, (not improvement of BIX-results!)
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Open Issues concerning Quality Management in BIX
• integration of user satisfaction measures into BIX
• limited data on internal processes
• measurement of innovative / emerging services
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Keep Chasing the Invisible Man!
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
Thank you for your attention!
wimmer@bibliotheksverband.dewww.bix-bibliotheksindex.de
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
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
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
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
From raw data to index
Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de
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
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