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The What and the When. . . Objective What to measure How to measure Timeframe Service implemented for 31 libraries by 5/3/2010 31 libraries are able to provide Navigator to patrons Conduct implementation audits throughout project to monitor progress At bi-weekly meetings, every other Tuesday from January to June Load or update WorldCat holdings for 31 libraries using OCLC Batch Services by 4/19/2010 32 institutions with and without holdings have current records in WorldCat Use Batch Services tracking sheet to identify projects underway/complete and search WorldCat against symbol to verify holdings At the bi-weekly meetings every other Tuesday from January through early June.
The What and the When. . . Objective What to measure How to measure Timeframe Service response time for patron requests does not go beyond 45 seconds Time that it takes to return search results, availability, and request confirmation Monitor and record the response intervals between hitting submit button and response for results, availability, and borrowing requests After each major component integration (Group Availability, NRE, and Authentication) Continuous monitoring of the service Measure patron satisfaction with Navigator service Patrons’ level of satisfaction with the Navigator service Generate usage reports to track use of the service and survey patrons for feedback Post-implementation at approximately three to four weeks after roll-out, during Evaluation Phase
The What and the When. . . Objective What to measure How to measure Timeframe Service is available 95 percent of the time Access to service allows searching, getting item availability, and submitting requests Access service during peak usage periods and at random intervals and record response times Automated monitoring by OCLC Compare total hours of service time available with hours unavailable, including planned/scheduled service outages Post-implementation phase, during Evaluation phase