Planning Workshop December 2008
  9:25 Welcome and Introduction  (Grant) Structure of the workshop Outcomes and expectations   9:45 Extension Program (Car...
Background <ul><li>Strategic framework ends 2009 </li></ul><ul><li>Re-visualising  Library Services over next 5-10 years <...
Today’s Outcomes <ul><li>Not to complete the plan; but to </li></ul><ul><li>Generate ideas </li></ul><ul><li>Stimulate tea...
Todays Outcomes cont. <ul><li>Presentations about key planning areas, </li></ul><ul><ul><li>Extension </li></ul></ul><ul><...
Assumptions & methodologies <ul><li>Planning must be based upon data </li></ul><ul><li>Outcomes need to be measured </li><...
Benchmarking <ul><li>Living Learning Libraries </li></ul><ul><ul><li>17 Management standards </li></ul></ul><ul><ul><li>21...
Benchmarking <ul><li>S1. Library Expenditure per capita </li></ul><ul><ul><li>$33.66 </li></ul></ul><ul><ul><li>Baseline =...
Benchmarking cont. <ul><li>S3. Opening Hours </li></ul><ul><ul><li>Central Branch  67hrs/week </li></ul></ul><ul><ul><li>B...
Benchmarking cont. <ul><li>S6. Staffing standards </li></ul><ul><ul><li>48 FTE staff </li></ul></ul><ul><ul><li>Baseline 4...
Benchmarking cont. <ul><li>S8. Specialist Roles </li></ul><ul><ul><li>Children, Young Adult, Local Studies, Information, T...
Benchmarking cont. <ul><li>S10. Items per capita </li></ul><ul><ul><li>1.6 </li></ul></ul><ul><ul><li>Baseline 1.5 (enhanc...
Benchmarking cont. <ul><li>S13. turnover of stock </li></ul><ul><ul><li>3.2 </li></ul></ul><ul><ul><li>Baseline 4.6 </li><...
Benchmarking cont. <ul><li>S15. Public Internet  </li></ul><ul><ul><li>52 </li></ul></ul><ul><ul><li>Baseline 39 </li></ul...
Benchmarking cont. <ul><li>S17. Customer Satisfaction </li></ul><ul><ul><li>70% rate services 3 or higher </li></ul></ul><...
Findings <ul><li>Low spend on collection </li></ul><ul><li>Low membership </li></ul><ul><li>Low circulation </li></ul><ul>...
Monthly Reporting Data <ul><li>Monthly reports from all Branches and program areas. </li></ul><ul><li>Accessible in G:CsLS...
Monthly Reporting Data <ul><li>Branch Services </li></ul>
Monthly Reporting Data
Conclusions <ul><li>Quality data is important to support decision making </li></ul><ul><li>Anticipate greater use of bench...
Part 2 <ul><li>Service, the customer and quality </li></ul>
Customer/Supplier Model <ul><li>We are all part of a relationship! </li></ul>Your  Process Your Customers Your Suppliers I...
Customer/Supplier Model <ul><li>Relationships are important </li></ul><ul><li>Relationships require investments to remain ...
Quality defined ? <ul><li>We need a definition of service quality </li></ul><ul><li>We need to identify opportunities and ...
Marketing Your  Process Your Customers Your Suppliers Inputs Outputs Requirements &  Feedback Requirements &  Feedback
What Now ? <ul><li>Break up into four groups </li></ul><ul><li>60 minutes to cover the four areas </li></ul><ul><li>Rotate...
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Planning Workshop

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Planning Workshop

  1. 1. Planning Workshop December 2008
  2. 2.   9:25 Welcome and Introduction (Grant) Structure of the workshop Outcomes 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
  3. 3. Background <ul><li>Strategic framework ends 2009 </li></ul><ul><li>Re-visualising Library Services over next 5-10 years </li></ul><ul><li>Identifying key trends </li></ul><ul><li>Understanding what we have to do </li></ul>
  4. 4. Today’s Outcomes <ul><li>Not to complete the plan; but to </li></ul><ul><li>Generate ideas </li></ul><ul><li>Stimulate teamwork </li></ul><ul><li>Encourage contributions </li></ul><ul><li>Begin documenting </li></ul>
  5. 5. Todays Outcomes cont. <ul><li>Presentations about key planning areas, </li></ul><ul><ul><li>Extension </li></ul></ul><ul><ul><li>Information </li></ul></ul><ul><ul><li>Collections </li></ul></ul><ul><ul><li>Service </li></ul></ul>
  6. 6. Assumptions & methodologies <ul><li>Planning must be based upon data </li></ul><ul><li>Outcomes need to be measured </li></ul><ul><li>Benchmarking </li></ul><ul><li>Monthly Reporting data </li></ul><ul><li>Management by fact </li></ul><ul><li>PDSA cycle </li></ul>
  7. 7. Benchmarking <ul><li>Living Learning Libraries </li></ul><ul><ul><li>17 Management standards </li></ul></ul><ul><ul><li>21 service guidelines </li></ul></ul><ul><li>Sets Baseline, Enhanced and Exemplary standards </li></ul><ul><li>Local variables noted </li></ul>
  8. 8. Benchmarking <ul><li>S1. Library Expenditure per capita </li></ul><ul><ul><li>$33.66 </li></ul></ul><ul><ul><li>Baseline = $38.66 </li></ul></ul><ul><li>S2. Borrowers as % population </li></ul><ul><ul><li>42.4% </li></ul></ul><ul><ul><li>Baseline = 47% </li></ul></ul>
  9. 9. Benchmarking cont. <ul><li>S3. Opening Hours </li></ul><ul><ul><li>Central Branch 67hrs/week </li></ul></ul><ul><ul><li>Baseline = 58hrs/week </li></ul></ul><ul><li>S4. Total opening hours </li></ul><ul><ul><li>254hrs/week </li></ul></ul><ul><ul><li>Baseline 238hrs/week </li></ul></ul><ul><li>S5. Library visits </li></ul><ul><ul><li>Accuracy concerns </li></ul></ul>
  10. 10. Benchmarking cont. <ul><li>S6. Staffing standards </li></ul><ul><ul><li>48 FTE staff </li></ul></ul><ul><ul><li>Baseline 45 FTE </li></ul></ul><ul><li>S7. Qualified Staff (eligible for professional membership of ALIA) </li></ul><ul><ul><li>17 </li></ul></ul><ul><ul><li>Baseline 15 (Enhanced 20) </li></ul></ul>
  11. 11. Benchmarking cont. <ul><li>S8. Specialist Roles </li></ul><ul><ul><li>Children, Young Adult, Local Studies, Information, Technology </li></ul></ul><ul><li>S9. Expenditure on Collections </li></ul><ul><ul><li>$2.14 </li></ul></ul><ul><ul><li>Baseline $3.95 </li></ul></ul>
  12. 12. Benchmarking cont. <ul><li>S10. Items per capita </li></ul><ul><ul><li>1.6 </li></ul></ul><ul><ul><li>Baseline 1.5 (enhanced 1.8) </li></ul></ul><ul><li>S11. Acquisitions per capita </li></ul><ul><ul><li>0.13 </li></ul></ul><ul><ul><li>Baseline 0.18 </li></ul></ul><ul><li>S12. Collection Age </li></ul><ul><ul><li>moot </li></ul></ul>
  13. 13. Benchmarking cont. <ul><li>S13. turnover of stock </li></ul><ul><ul><li>3.2 </li></ul></ul><ul><ul><li>Baseline 4.6 </li></ul></ul><ul><li>S14. Circulation per capita </li></ul><ul><ul><li>5.33 </li></ul></ul><ul><ul><li>Baseline 6.71 </li></ul></ul>
  14. 14. Benchmarking cont. <ul><li>S15. Public Internet </li></ul><ul><ul><li>52 </li></ul></ul><ul><ul><li>Baseline 39 </li></ul></ul><ul><li>S16. Library Programs </li></ul><ul><ul><li>‘A mix of library programs to meet population demographics and other variables” </li></ul></ul>
  15. 15. Benchmarking cont. <ul><li>S17. Customer Satisfaction </li></ul><ul><ul><li>70% rate services 3 or higher </li></ul></ul><ul><ul><li>Baseline 95% of sample rate services 3 or higher </li></ul></ul>
  16. 16. Findings <ul><li>Low spend on collection </li></ul><ul><li>Low membership </li></ul><ul><li>Low circulation </li></ul><ul><li>High on Staffing </li></ul><ul><li>High on Accessibility </li></ul><ul><li>High on Technology </li></ul><ul><li>High on Programs </li></ul>
  17. 17. Monthly Reporting Data <ul><li>Monthly reports from all Branches and program areas. </li></ul><ul><li>Accessible in G:CsLSAdminMonthly Reports </li></ul><ul><li>Valuable management information which can assist us in reaching powerful conclusions. </li></ul>
  18. 18. Monthly Reporting Data <ul><li>Branch Services </li></ul>
  19. 19. Monthly Reporting Data
  20. 20. Conclusions <ul><li>Quality data is important to support decision making </li></ul><ul><li>Anticipate greater use of benchmarking information in coming years </li></ul><ul><li>Must respond to the data, not to the anecdote </li></ul>
  21. 21. Part 2 <ul><li>Service, the customer and quality </li></ul>
  22. 22. Customer/Supplier Model <ul><li>We are all part of a relationship! </li></ul>Your Process Your Customers Your Suppliers Inputs Outputs Requirements & Feedback Requirements & Feedback
  23. 23. Customer/Supplier Model <ul><li>Relationships are important </li></ul><ul><li>Relationships require investments to remain productive. </li></ul>
  24. 24. Quality defined ? <ul><li>We need a definition of service quality </li></ul><ul><li>We need to identify opportunities and challenges </li></ul><ul><li>Marketing – the development of services in response to customer needs and realistic supplier relationships </li></ul>
  25. 25. Marketing Your Process Your Customers Your Suppliers Inputs Outputs Requirements & Feedback Requirements & Feedback
  26. 26. What Now ? <ul><li>Break up into four groups </li></ul><ul><li>60 minutes to cover the four areas </li></ul><ul><li>Rotate every 15 minutes </li></ul><ul><li>What are the opportunities and challenges as you see them? </li></ul>
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