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Employing Baldrige Performance Criteria in Academic Libraries


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Employing Baldrige Performance Criteria in Academic Libraries

  1. 1. Employing Baldrige Performance Criteria in Academic Libraries Presenter: John Potter, Librarian ITT Technical Institute/Grand Rapids, MI
  2. 2. What is Baldrige Performance Criteria? <ul><li>A shorthand for criteria assessed by The Malcolm Baldrige National Quality Award evaluators. </li></ul><ul><li>The Award is given out by the National Institute of Standards and Technology since 1987. </li></ul><ul><li>The award recognizes quality service in the business, education, and non-profit sectors and was inspired by the ideas of Total Quality Management (or TQM) </li></ul>
  3. 3. The Logo’s Importance
  4. 4. Roles of The Malcolm Baldrige National Quality Award (from the NIST website) <ul><li>To help improve organizational performance practices, capabilities and results </li></ul><ul><li>To facilitate communication and sharing of nest practices among all types of organizations </li></ul><ul><li>To serve as a working tool for understanding and managing performance and for guiding planning and opportunities for learning </li></ul>
  5. 5. Role of Performance Criteria (from the NIST website) <ul><li>Designed to help organizations use an aligned approach to organizational performance management: Why? </li></ul><ul><li>So as to …. </li></ul><ul><ul><li>Deliver ever-improving value to customers </li></ul></ul><ul><ul><li>Contribute to Market Success </li></ul></ul><ul><ul><li>Improve overall organizational effectiveness and capabilities, organizational and personal learning </li></ul></ul>
  6. 6. The Seven Performance Criteria: <ul><li>Leadership </li></ul><ul><li>Strategic Planning </li></ul><ul><li>Customer and Market Focus </li></ul><ul><li>Measurement, Analysis, and Knowledge Management </li></ul><ul><li>Workforce Focus </li></ul><ul><li>Process Management </li></ul><ul><li>Results </li></ul>
  7. 7. Sample Category Question: (from The Measure of Library Excellence ) <ul><li>Category 6—Process Management (85 Pts) This category examines the key aspects of your organization’s process management, including key product, service, and business processes for creating customer and organizational value and key support processes… </li></ul><ul><li>6.1a (2) How do you determine key value creation process requirements, incorporating input from customers, suppliers, and partners, as appropriate? What are the key requirements for these processes? </li></ul>
  8. 8. Response from a Sample Library Application (from The Measure of Library Excellence, p117 ) <ul><li>6.1a (2): Key Value Creation Process Requirements: </li></ul><ul><li>The consistent, disciplined process, which the division employs in determining key value creation process requirements are the PDSA process and the strategic planning process, which are aligned with the Balanced Scorecard objectives and goals </li></ul>
  9. 9. Key Value Creation Process Key Performance Requirements Statewide Planning and Development Improved national ranking by identifying and resolving past problems with library processes State/Federal Funding Accurate, timely, quality annual budget…financial integrity Collection Development Ensuring collection meets customer demand Professional Development Staff training to support quality and high level support services Center for the Book Providing targeted programming and lifelong learning opportunities to meet customer needs Reference Quality collection, up-to-date technology, library staff training for reference service…
  10. 10. Recommended: The Measure of Library Excellence: Linking the Baldrige Criteria and Balanced Scorecard Methods to Assess Service Quality By Despina Dapias Wilson (2007) ISBN 978-0786430369
  11. 11. Its not just an Award… <ul><li>“ The criteria are used by thousands of organizations of all kinds for self-assessment and training and as a tool to develop performance and business processes… </li></ul><ul><li>“ For many organizations, using the criteria results in better employee relations, higher productivity, greater customer satisfaction, increased market share, and improved profitability.…” </li></ul><ul><ul><ul><li>From the NIST website </li></ul></ul></ul>
  12. 12. Baldrige Resources
  13. 13. Malcolm Baldrige National Quality Award Information: <ul><li>FAQ </li></ul><ul><ul><li> </li></ul></ul><ul><li>Education Criteria </li></ul><ul><ul><li> </li></ul></ul><ul><li>Why Apply? </li></ul><ul><ul><li> </li></ul></ul>