Helen Jamieson
Customer Services Manager
helen.jamieson@edgehill.ac.uk
@jamiesonhelena

Rachel Bury
Academic Liaison Manag...
Presentation aims:
• Brief overview of Edge Hill
University/Learning Services; Customer
Services context

• Overview of pr...
Edge Hill University
• Based in the North West of England
• Established in 1885 (first non denominational
teacher training...
Learning Services
• Library
• Student ICT
• Learning Technology
• SpLD Support
• Media Development
• Academic Skills
• Res...
Our journey…..
• Historical: Statistics and monitoring – the ‘if it moves
count it’ approach!
• Chartermark/service standa...
Objectives of project MIDAS (Management Information and Data Solutions)
•To define and create a shared understanding of wh...
MIDAS outputs?
• Process review/audit of each team within the service
• Centralised recording and storage location and dyn...
What are Key Performance Indicators (KPI)?

“A set of quantifiable measures used to gauge performance in relation to achie...
Our approach to KPIs…
Project group formed looking at:

• How do we define a KPI?
• How do we know that the data that we g...
• Research and literature review; lots of literature on KPIs but predominantly business
focussed
• Other academic librarie...
Learning Services KPIs:
http://www.edgehill.ac.uk/ls/cse/measuring-our-performance/
(Demo)
How do we use and disseminate our data?
• A change in culture and staff engagement
• Road map for embedding statistics and...
References and wider reading:

• http://www.sconul.ac.uk/page/performance-and-quality-resources
• David Parmenter. Key Per...
KPI: Keeping Purposeful Intelligence.  CSE Event Cardiff Nov 2013.
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KPI: Keeping Purposeful Intelligence. CSE Event Cardiff Nov 2013.

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KPI: Keeping Purposeful Intelligence. CSE Event Cardiff Nov 2013.

  1. 1. Helen Jamieson Customer Services Manager helen.jamieson@edgehill.ac.uk @jamiesonhelena Rachel Bury Academic Liaison Manager – Quality, Communication and Marketing rachel.bury@edgehill.ac.uk @rachelriding Twitter: @EHULearnService FB: facebook.com/EHULearnService
  2. 2. Presentation aims: • Brief overview of Edge Hill University/Learning Services; Customer Services context • Overview of project MIDAS (Management Information and Data Solutions) • Key performance indicators – our case study
  3. 3. Edge Hill University • Based in the North West of England • Established in 1885 (first non denominational teacher training college for women) • Currently 13,500 FTE • University status – 2006 • Large provider of Teacher Education and Nursing • 5 departments now CSE holders • Top in the North West for student satisfaction, NSS 2013
  4. 4. Learning Services • Library • Student ICT • Learning Technology • SpLD Support • Media Development • Academic Skills • Research Support Services across 4 libraries Customer Service Excellence (previously Chartermark) holder since 2005
  5. 5. Our journey….. • Historical: Statistics and monitoring – the ‘if it moves count it’ approach! • Chartermark/service standards – more of a focus on volume (not impact) • Drivers for change: Move to CSE with a key focus on customer insight and measuring impact – the ‘so what factor’ Changes in student fees – greater focus on the student experience Environmental – how do libraries add value? Need for robust evidence base • Enter project MIDAS…
  6. 6. Objectives of project MIDAS (Management Information and Data Solutions) •To define and create a shared understanding of what ‘management information data’ is in a HE context •To audit current practice for the collection of management information, both qualitative and quantitative, within Learning Services •To review stakeholders and their needs internally, both within the Service and University wide, and externally. •To investigate good practice in the collection of management information and data •To review systems and software available to assist in the collection, storage and management of information and data •To make recommendations and solutions for the future including the raising of staff awareness of the value and importance of information/data
  7. 7. MIDAS outputs? • Process review/audit of each team within the service • Centralised recording and storage location and dynamic data • Data brought into the mainstream – raising the importance and value of evidence base • The building blocks for a move to look at key performance indicators Our goal was to utilise the vast amount of data gathered to inform decision making and service planning
  8. 8. What are Key Performance Indicators (KPI)? “A set of quantifiable measures used to gauge performance in relation to achieving strategic and operational goals” “Performance measures should help your organisation align daily activities to strategic objectives” David Parmenter
  9. 9. Our approach to KPIs… Project group formed looking at: • How do we define a KPI? • How do we know that the data that we gather is accurate and meaningful? • Which data sets are true performance measures? • How can we gather meaningful qualitative information? • What should our approach be in terms of dissemination to key stakeholders? • Frequency and timing of data capture to ensure its value?
  10. 10. • Research and literature review; lots of literature on KPIs but predominantly business focussed • Other academic libraries –what did we find? • Should be based on the core values of your service/organisation – do you know what yours are? What are your success factors? • Our approach – experiential! • Value statements/KPIs/Metrics
  11. 11. Learning Services KPIs: http://www.edgehill.ac.uk/ls/cse/measuring-our-performance/ (Demo)
  12. 12. How do we use and disseminate our data? • A change in culture and staff engagement • Road map for embedding statistics and data • Embedding into service planning • Marketing and promotion; telling interesting stories • Using infographics
  13. 13. References and wider reading: • http://www.sconul.ac.uk/page/performance-and-quality-resources • David Parmenter. Key Performance Indicators for Government and non-profit agencies: implementing winning KPIs. John Wiley and Sons. 2012 • Transforming Performance Measurement. Spitzer. Amacom. 2007. • Proceedings from the 10th Northumbria International Conference on Performance Measurement in Libraries and Information Services. July 2013.

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