How to move from results to action
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How to move from results to action. Duane Webster Association of Research Libraries. LibQUAL+™ Results Meeting Brighton, UK July 7, 2004. old.libqual.org. Limitations of Listening to Users. Users have a limited frame of reference Users focus on past and current experience

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How to move from results to action

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How to move from results to action

How to move from results to action

Duane Webster

Association of Research Libraries

LibQUAL+™ Results Meeting

Brighton, UK

July 7, 2004

old.libqual.org


Limitations of listening to users

Limitations of Listening to Users

  • Users have a limited frame of reference

  • Users focus on past and current experience

  • Users tend to offer incremental, rather than bold, suggestions

  • Users are less familiar with potential of future possibilities

  • Innovation is the responsibility of staff

Anthony W. Ulwick, Harvard Business Review, January 2002

old.libqual.org


How to move from results to action

Systems Model for Organizational Change

FUTURE ENVIRONMENT

FUTURE ENVIRONMENT

CURRENT ENVIRONMENT

RESOURCE ALLOCATION

STRUCTURE AND SYSTEMS

SERVICES

WORK PROCESSES

PEOPLE/SKILLS

CULTURE/CLIMATE

VISION

OUTPUTS

INPUTS

MISSION

OUTCOMES

&

GOALS

SUPPLIERS

USER/STAKEHOLDER FEEDBACK

FROM: Demming, Edwards. Out of Crisis. Cambridge, MA: MIT, 1986.


How to move from results to action

Public-Sector and Non Profit Organizations

The Mission

Kaplan, Robert S., and David P. Norton. Strategy Maps: Converting Intangible Assets into Tangible Outcomes. Boston: Harvard Business School Press, 2004.


How to move from results to action

Shaping Library Strategy

Strengths and Weaknesses:

Academic and

Financial

Leadership:

Abilities and Priorities

Traditions, Values and Aspirations

LIBRARY STRATEGY

The Competitive Situation:

Threats and Opportunities

Market Preferences, Perceptions, and Directions

Environmental Trends:

Threats and Opportunities

From: Keller, George. Academic Strategy.

Baltimore: The Johns Hopkins University Press, 1983.


How to move from results to action

University of Florida Libraries

Strategic Planning Process

  • Information Gathering (Internal and External)

    • LibQUAL+ results analysis

    • Environmental Scan

    • Coordinate with University Strategic Plan

Review and Report

  • All-staff meetings

  • Departmental and individual reviews

  • Management Reports

Modify Goals, Scorecards, Vision, Mission

  • Update scorecards

  • New SMART goals

First season - direction setting

Second season - operations

Develop New Measures

  • Annual LibQUAL+

  • Focus Groups

  • Supplemental Surveys

Learning Activities

  • Culture of Assessment Workshop

  • Implementation Team Research

  • Service Quality Academy


How to move from results to action

BRIDGES’ MODEL OF CHANGE

Source: Bridges, William. Managing Transitions: Making the Most of Change. Reading, MA: Addison- Wesley, 1991


How to move from results to action

The Eight Steps for Successful

Large-Scale Change

Kotter, John P. The Heart of Change. Boston: Harvard Business School Press. 2002


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