Planning Workshop
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  • 1. Planning Workshop December 2008
  • 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. Background
    • Strategic framework ends 2009
    • Re-visualising Library Services over next 5-10 years
    • Identifying key trends
    • Understanding what we have to do
  • 4. Today’s Outcomes
    • Not to complete the plan; but to
    • Generate ideas
    • Stimulate teamwork
    • Encourage contributions
    • Begin documenting
  • 5. Todays Outcomes cont.
    • Presentations about key planning areas,
      • Extension
      • Information
      • Collections
      • Service
  • 6. Assumptions & methodologies
    • Planning must be based upon data
    • Outcomes need to be measured
    • Benchmarking
    • Monthly Reporting data
    • Management by fact
    • PDSA cycle
  • 7. Benchmarking
    • Living Learning Libraries
      • 17 Management standards
      • 21 service guidelines
    • Sets Baseline, Enhanced and Exemplary standards
    • Local variables noted
  • 8. Benchmarking
    • S1. Library Expenditure per capita
      • $33.66
      • Baseline = $38.66
    • S2. Borrowers as % population
      • 42.4%
      • Baseline = 47%
  • 9. 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
  • 10. 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)
  • 11. Benchmarking cont.
    • S8. Specialist Roles
      • Children, Young Adult, Local Studies, Information, Technology
    • S9. Expenditure on Collections
      • $2.14
      • Baseline $3.95
  • 12. 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
  • 13. Benchmarking cont.
    • S13. turnover of stock
      • 3.2
      • Baseline 4.6
    • S14. Circulation per capita
      • 5.33
      • Baseline 6.71
  • 14. Benchmarking cont.
    • S15. Public Internet
      • 52
      • Baseline 39
    • S16. Library Programs
      • ‘A mix of library programs to meet population demographics and other variables”
  • 15. Benchmarking cont.
    • S17. Customer Satisfaction
      • 70% rate services 3 or higher
      • Baseline 95% of sample rate services 3 or higher
  • 16. Findings
    • Low spend on collection
    • Low membership
    • Low circulation
    • High on Staffing
    • High on Accessibility
    • High on Technology
    • High on Programs
  • 17. Monthly Reporting Data
    • Monthly reports from all Branches and program areas.
    • Accessible in G:CsLSAdminMonthly Reports
    • Valuable management information which can assist us in reaching powerful conclusions.
  • 18. Monthly Reporting Data
    • Branch Services
  • 19. Monthly Reporting Data
  • 20. 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
  • 21. Part 2
    • Service, the customer and quality
  • 22. Customer/Supplier Model
    • We are all part of a relationship!
    Your Process Your Customers Your Suppliers Inputs Outputs Requirements & Feedback Requirements & Feedback
  • 23. Customer/Supplier Model
    • Relationships are important
    • Relationships require investments to remain productive.
  • 24. 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
  • 25. Marketing Your Process Your Customers Your Suppliers Inputs Outputs Requirements & Feedback Requirements & Feedback
  • 26. 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?