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Ulla Wimmer, Kompetenznetzwerk für Bibliotheken (KNB) Managing (Quality) by Numbers

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)

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Ulla Wimmer, Kompetenznetzwerk für Bibliotheken (KNB) Managing (Quality) by Numbers

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  1. Ulla Wimmer, Kompetenznetzwerk für Bibliotheken (KNB)Managing (Quality) by Numbers BIX – The Library Index

  2. 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

  3. 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

  4. BIX-Magazine – the Face of BIX Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  5. Best Practice and Library Portraits • (illustrated pages taken from BIX-Magazine) Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  6. 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

  7. BIX-database online... ...allows detailed comparisons and analysis of data www.bix-bibliotheksindex.de Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  8. 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

  9. 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

  10. 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

  11. Indicators are split into dimensions („Balanced Scorecard“) Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  12. Indicators for Public Libraries capita = inhabitants Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  13. Indicators for Academic Libraries Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  14. BIX-Contribution to Quality Improvement? Does BIX show the quality of library services?  Concepts of Quality? Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  15. Concepts of Quality (1) Professional View: „Creating benefits, doing good work“ Link Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  16. library visits / virtual libray visits per capita Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  17. renewal rate / additions to stock / acquisitions budget per capita Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  18. continuing education hours per employee Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  19. Concepts of Quality (2) (Some) Treasurer‘s View: „Any data not concerning staff efficiency and finance.“ Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  20. Indicators for Public Libraries capita = inhabitants Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  21. Indicators for Academic Libraries Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  22. „Balanced Scorecard“-Approach Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  23. 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

  24. 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

  25. 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

  26. 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

  27. Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  28. Time Series for Indicator Values • time series Itzehoe Public Library Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  29. 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

  30. 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

  31. Keep Chasing the Invisible Man! Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  32. Thank you for your attention!wimmer@bibliotheksverband.dewww.bix-bibliotheksindex.de Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  33. 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

  34. From raw data to index Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

  35. 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 centerhbz and infas: database and statistics • virtual visits: Stuttgart Media University (HdM) • Bertelsmann Stiftung: project development and consulting Funding: 170 €+VAT per library Ulla Wimmer | German Library Association | wimmer@bibliotheksverband.de

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