Planning Workshop

December 2008

 9:25 Welcome and Introduction (Grant)

Structure of the workshopOutcomes and expectations

 9:45 Extension Program (Carolyn) 10:00 Information and Technology (Andrew) 10:15 Collection Development (Dianne) 10:30 Morning Tea in Art Centre Cafe 11:00 Service, the customer and quality (Grant)

Just what does the future hold? 11:15 Group think and Brainstorming

 12:15 Groups present ideas  12:45 Close (Grant)

1:00 – 2:00 Lunch

Program

Background

• Strategic framework ends 2009• Re-visualising Library Services over

next 5-10 years• Identifying key trends• Understanding what we have to do

Today’s Outcomes

• Not to complete the plan; but to• Generate ideas• Stimulate teamwork • Encourage contributions• Begin documenting

Todays Outcomes cont.

• Presentations about key planning areas,– Extension– Information– Collections– Service

Assumptions & methodologies

• Planning must be based upon data• Outcomes need to be measured• Benchmarking • Monthly Reporting data• Management by fact• PDSA cycle

Benchmarking

• Living Learning Libraries– 17 Management standards– 21 service guidelines

• Sets Baseline, Enhanced and Exemplary standards

• Local variables noted

Benchmarking• S1. Library Expenditure per capita

– $33.66– Baseline = $38.66

• S2. Borrowers as % population– 42.4%– Baseline = 47%

Benchmarking cont.

• S3. Opening Hours– Central Branch 67hrs/week– Baseline = 58hrs/week

• S4. Total opening hours– 254hrs/week– Baseline 238hrs/week

• S5. Library visits – Accuracy concerns

Benchmarking cont.

• S6. Staffing standards– 48 FTE staff– Baseline 45 FTE

• S7. Qualified Staff (eligible for professional membership of ALIA)

– 17– Baseline 15 (Enhanced 20)

Benchmarking cont.

• S8. Specialist Roles– Children, Young Adult, Local Studies,

Information, Technology• S9. Expenditure on Collections

– $2.14– Baseline $3.95

Benchmarking cont.

• S10. Items per capita– 1.6– Baseline 1.5 (enhanced 1.8)

• S11. Acquisitions per capita– 0.13– Baseline 0.18

• S12. Collection Age– moot

Benchmarking cont.

• S13. turnover of stock– 3.2– Baseline 4.6

• S14. Circulation per capita– 5.33– Baseline 6.71

Benchmarking cont.

• S15. Public Internet – 52– Baseline 39

• S16. Library Programs– ‘A mix of library programs to meet

population demographics and other variables”

Benchmarking cont.

• S17. Customer Satisfaction– 70% rate services 3 or higher– Baseline 95% of sample rate services 3 or

higher

Findings

• Low spend on collection• Low membership• Low circulation• High on Staffing• High on Accessibility • High on Technology• High on Programs

Monthly Reporting Data

• Monthly reports from all Branches and program areas.

• Accessible in G:\Cs\LS\Admin\Monthly Reports

• Valuable management information which can assist us in reaching powerful conclusions.

Monthly Reporting Data

• Branch ServicesLoans hour open

0

20

40

60

80

100

120

140

160

Sep-07 Oct-07 Nov-07 Dec-07 Jan-08 Feb-08 Mar-08 Apr-08 May-08 Jun-08 Jul-08 Aug-08 Sep-08 Oct-08

Loans/Hour Open

CentralEagle Vale

MintoGlenquarie

Ingleburn

Monthly Reporting DataLoans Staff Hour

0

5

10

15

20

25

Sep-07 Oct-07 Nov-07 Dec-07 Jan-08 Feb-08 Mar-08 Apr-08 May-08 Jun-08 Jul-08 Aug-08 Sep-08 Oct-08

Loans/Staff Hour

Central

Eagle Vale

Minto

Glenquarie

Ingleburn

Conclusions

• Quality data is important to support decision making

• Anticipate greater use of benchmarking information in coming years

• Must respond to the data, not to the anecdote

Part 2

Service, the customer and quality

Customer/Supplier Model

• We are all part of a relationship!

Your Process

YourCustomers

YourSuppliers

Inputs Outputs

Requirements & Feedback

Requirements & Feedback

Customer/Supplier Model

• Relationships are important• Relationships require investments to

remain productive.

Quality defined ?

• We need a definition of service quality• We need to identify opportunities and

challenges• Marketing – the development of

services in response to customer needs and realistic supplier relationships

Marketing

Your Process

YourCustomers

YourSuppliers

Inputs Outputs

Requirements & Feedback

Requirements & Feedback

What Now ?

• Break up into four groups• 60 minutes to cover the four areas• Rotate every 15 minutes

• What are the opportunities and challenges as you see them?