CAUL QUESTIONNAIRE (QUT 23.6.95) - BENCHMARKING


Institution    Question 1     Question 2     Question 3      Question 4     Question 5     Question 6     Question 7      Question 8     
               Have you/are   If so, was     With which      Were these     On which       What was the   Were there any  Any general    
               you engaged    this part of   other           institutions   factors did    overall        specific        advice on the  
               in any formal  a larger       libraries did   actively       you            purpose of     concrete        process for    
               benchmarking   institutional  you compare     involved in    benchmark?     the exercise?  outcomes of     others who     
               exercises      exercise?      yourself?       the process?                                 the exercise    may be about   
               within your                                                                                for you e.g.    to embark on   
               Library?                                                                                   additional      such an        
                                                                                                          resources?      exercise?      

Australian     No             n/a            n/a             n/a            n/a            n/a            n/a             n/a            
Catholic                                                                                                                                 
University                                                                                                                               

Australian     No             n/a            n/a             n/a            n/a            n/a            n/a             n/a            
Defence Force                                                                                                                            
Academy                                                                                                                                  

Australian     No.  Plan to   N/a            n/a             n/a            n/a            n/a            n/a             n/a            
National       take the                                                                                                                  
University     first step                                                                                                                
               later in the                                                                                                              
               year.                                                                                                                     

Bond           No             n/a            n/a             n/a            n/a            n/a            n/a             n/a            
University                                                                                                                               

Central        No             n/a            n/a             n/a            n/a            n/a            n/a             n/a            
Queensland                                                                                                                               
University                                                                                                                               

Charles Sturt  No  - but                                                                                                                 
University     interested.                                                                                                               
               A                                                                                                                         
               benchmarking                                                                                                              
               study may be                                                                                                              
               carried out                                                                                                               
               by university                                                                                                             
               libraries in                                                                                                              
               NSW under the                                                                                                             
               aegis of                                                                                                                  
               Unison.                                                                                                                   

Curtin         No.  Attended  N/a            n/a             n/a            n/a            n/a            n/a             n/a            
University of  a AQC 5 day                                                                                                               
Technology     course on                                                                                                                 
               formal                                                                                                                    
               benchmarking.                                                                                                             
                We are a                                                                                                                 
               long way off,                                                                                                             
               but need to                                                                                                               
               know the                                                                                                                  
               methodology.                                                                                                              

Deakin                                                                                                                                   
University                                                                                                                               

Edith Cowan    No             n/a            n/a             n/a            n/a            n/a            n/a             n/a            
University                                                                                                                               

Flinders                                                                                                                                 
University of                                                                                                                            
South                                                                                                                                    
Australia                                                                                                                                

Griffith       No             n/a            n/a             n/a            n/a            n/a            n/a             n/a            
University                                                                                                                               

James Cook     No             n/a            n/a             n/a            n/a            n/a            n/a             n/a            
University of                                                                                                                            
North Qld                                                                                                                                

La Trobe       No             n/a            n/a             n/a            n/a            n/a            n/a             n/a            
University                                                                                                                               

Macquarie      No             n/a            n/a             n/a            n/a            n/a            n/a             n/a            
University                                                                                                                               

Monash         No, but plan   N/a            n/a             n/a            n/a            n/a            n/a             n/a            
University     to.                                                                                                                       

Murdoch                                                                                                                                  
University                                                                                                                               

Northern       Benchmarking   No.            Visits          In all         4 of the 6     To improve     In so far as    Plenty!  In    
Territory      is an                         undertaken:     instances      library        the overall    staff           order to       
University     integral                      Best Practice   letters were   branches       quality of     commitment      benchmark      
               component of                  Coordinator  -  exchanged      identified a   library        could be        effectively,   
               the Library's                 Swinburne,      prior to the   process for    service        identified as   library staff  
               best practice                 RMIT, VU, VUT,  visits         benchmarking:  To identify    a concrete      need to        
               in research                   CSIRO           outlining the  acquisitions   more           outcome, then   understand     
               information                   Arts Librarian  purpose of     - monograph    effective and  yes we have     what           
               projects.                      -              the visit,     ordering       efficient      achieved a      benchmarking   
               Currently                     QUT, QGU        issues to be   process        means of       great deal.     is, how it     
               identifying                   Lending         discussed and  lending -      delivering a   Has also        works and why  
               processes for                 Services        in some        shelving,      quality        enhanced the    it is a        
               benchmarking                  Manager -       instances an   loans desk     service        profile of the  useful tool    
               and have                      NMQU,           actual list    service        As a method    University      for improving  
               engaged in                    UTS-Kuringai    of questions   Reference -    of attracting  Library both    service.       
               networking                    Information     was forwarded  reference      clients,       within and      There needs    
               visits with                   Technology      as well.       effectiveness, funding        outside the     to be          
               other                         Manager  - UWS  CSIRO           information   resources.     University      organisational 
               university                    Chief           Information    technology                    community.       commitment    
               libraries to                  Librarian and   Access                                                       to improving   
               gauge their                   Manager         Manager spent                                                services and   
               suitability.                  Purchasing and  a week at NTU                                                the            
                                             Processing  -   exchanging                                                   recognition    
                                             all NZ          information                                                  that           
                                             university      and ideas.                                                   benchmarking   
                                             libraries                                                                    performance    
                                             after ALIA NZ                                                                against other  
                                             1994.                                                                        "best in       
                                             Visits                                                                       class"         
                                             currently                                                                    organisations  
                                             planned to US                                                                is an          
                                                                                                                          excellent      
                                                                                                                          method of      
                                                                                                                          improving      
                                                                                                                          your own       
                                                                                                                          performance.   
                                                                                                                          Staff need     
                                                                                                                          formal         
                                                                                                                          training in    
                                                                                                                          benchmarking.  
                                                                                                                          Sound          
                                                                                                                          preparation    
                                                                                                                          to ensure      
                                                                                                                          benchmarking   
                                                                                                                          visits remain  
                                                                                                                          focussed.      



Northern       (continued)                                                                                                Commitment to  
Territory                                                                                                                 continuing to  
University                                                                                                                seek ways to   
                                                                                                                          improve        
                                                                                                                          services       
                                                                                                                          Focus groups   
                                                                                                                          are an         
                                                                                                                          excellent      
                                                                                                                          means of       
                                                                                                                          involving      
                                                                                                                          clients in     
                                                                                                                          identifying    
                                                                                                                          processes for  
                                                                                                                          benchmarking   
                                                                                                                          process.       
                                                                                                                          Immense value  
                                                                                                                          in             
                                                                                                                          benchmarking   
                                                                                                                          outside your   
                                                                                                                          own industry.  

Queensland     Yes.           Yes.           University of   We expect      1.  Technical  Improve our    Still in        Not yet  -     
University of                                New South       them to be.    Services       services and   planning        too early.     
Technology                                   Wales                          through-put.   provide        stage.                         
                                             University of                  2.  Research   comparisons    University has                 
                                             Technology,                    Support        of resourcing  provided some                  
                                             Sydney                         activities.    levels         funds                          
                                                                                                          ($20,000) for                  
                                                                                                          the                            
                                                                                                          benchmarking                   
                                                                                                          process.                       

Royal          Planning for   RMIT is        Nominated QUT,  Have not       A.  Loans,     See answer to  n/a             Since we are   
Melbourne      this exercise  seeking ISO    Griffith        contacted      Information    question 2.                    at the         
Institute of   is in its      9000           University,     these          Services,                                     beginning on   
Technology     initial        accreditation  Northern        institutions   Copying                                       this issue of  
               stages.        in 1998.  The  Territory       as planning    Services,                                     developing     
                              Library is,    University,     on quality     Information                                   formal         
                              therefore,     British         processes has  Skills                                        quality        
                              being          Library         not been       Education,                                    processes, we  
                              encouraged to  Document        finalised.     Reserve,                                      would welcome  
                              develop        Supply Centre                  Audiovisual                                   the results    
                              systematic     and                            Services  -                                   of the         
                              quality        SilverPlatter.                 QUT and                                       survey.        
                              processes,                                    Griffith                                                     
                              including, of                                 Universities                                                 
                              course,                                       for the HE                                                   
                              benchmarking.                                 Sector and                                                   
                                                                            the Northern                                                 
                                                                            Territory                                                    
                                                                            University                                                   
                                                                            for TAFE.                                                    
                                                                            B.                                                           
                                                                            Interlibrary                                                 
                                                                            loans and                                                    
                                                                            document                                                     
                                                                            supply  -                                                    
                                                                            British                                                      
                                                                            Library                                                      
                                                                            Document                                                     
                                                                            Supply Centre                                                
                                                                            C.  INFORMIT                                                 
                                                                            Electronic                                                   
                                                                            Publishing -                                                 
                                                                            SilverPlatter.                                               

Southern       No.            n/a            n/a             n/a            n/a            n/a            n/a             n/a            
Cross                                                                                                                                    
University                                                                                                                               

Swinburne      Use AARL       Yes.  As part  Wollongong and  No             Expenditure    To get an      While it is     Swinburne      
University of  statistics as  of the         QUT in                         on various     understanding  not possible    would          
Technology     appropriate    objective      relation of                    functions,     on where       to point to     appreciate     
               to argue and   setting for    resource                       staffing       Swinburne      benchmarking    advice and     
               discuss        1994, we were  allocations,.                  levels and     stands in      itself          discussion.    
               issues in the  required to    Griffith in                    outputs,       relation to    resulting in    Not yet far    
               University.    set            relation to                    approaches to  resource and   positive        along the      
                              benchmarks     CWIS on WWW,                   processes, eg  service        outcome, it is  track          
                              for projects   Tea Tree Gully                 integration    provision, to  an important                   
                              we were        College of                     of Library     determine      part of the                    
                              undertaking    TAFE re                        staff in the   areas where    case that is                   
                                             integration of                 development    improvement    argued and                     
                                             Library staff                  process        can be made    that adds to                   
                                             in course                                     and to argue   the outcome.                   
                                             development                                   a case for     Data is being                  
                                             teams.                                        funding.       prepared on                    
                                                                                                          resource                       
                                                                                                          acquisition                    
                                                                                                          and                            
                                                                                                          benchmarking                   
                                                                                                          will be looked                 
                                                                                                          at as part of                  
                                                                                                          this process.                  

University of                                                                                                                            
Adelaide                                                                                                                                 

University of  No             n/a            n/a             n/a            n/a            n/a            n/a             n/a            
Ballarat                                                                                                                                 

University of  No             n/a/           n/a             n/a            n/a            n/a            n/a             n/a            
Canberra                                                                                                                                 

University of                                                                                                                            
Melbourne                                                                                                                                

University of                                                                                                                            
New England                                                                                                                              

University of                                                                                                                            
New South                                                                                                                                
Wales                                                                                                                                    

University of  No             n/a            n/a             n/a            n/a            n/a            n/a             n/a            
Newcastle                                                                                                                                

University of  No formal      n/a            n/a             n/a            n/a            n/a            n/a             n/a            
Queensland     benchmarking                                                                                                              
               yet                                                                                                                       
               undertaken.                                                                                                               
               Informal                                                                                                                  
               benchmarking                                                                                                              
               against                                                                                                                   
               similar                                                                                                                   
               libraries                                                                                                                 
               occurs:                                                                                                                   
               -  Budget                                                                                                                 
               distribution                                                                                                              
               - Staffing                                                                                                                
               distribution                                                                                                              
               - Technology                                                                                                              
               applications                                                                                                              
               -                                                                                                                         
               Organisational                                                                                                            
                structure.                                                                                                               

               Conspectus                                                                                                                
               analysis is a                                                                                                             
               preliminary                                                                                                               
               to                                                                                                                        
               benchmarking                                                                                                              
               the                                                                                                                       
               collection.                                                                                                               

University of                                                                                                                            
South                                                                                                                                    
Australia                                                                                                                                

University of  Yes            No             Griffith        Not sure       Cataloguing    To deliver     The             - Discuss      
Southern                                     University                     output         new            productivity    fully with     
Queensland                                   Library                                       acquisitions   has increased   all staff      
                                                                                           to clients in  very            members        
                                                                                           the shortest   significantly   involved       
                                                                                           possible time  since the       - Seek their   
                                                                                                          cataloguing     ideas and      
                                                                                                          staff agreed    suggestions    
                                                                                                          to              to improve     
                                                                                                          benchmarking    procedures     
                                                                                                                          continuously   
                                                                                                                          - Create       
                                                                                                                          harmonious     
                                                                                                                          supportive     
                                                                                                                          working        
                                                                                                                          climate        
                                                                                                                          - Provide      
                                                                                                                          relevant       
                                                                                                                          staff          
                                                                                                                          training       
                                                                                                                          - Provide the  
                                                                                                                          best possible  
                                                                                                                          equipment      
                                                                                                                          - Negotiate    
                                                                                                                          with staff     
                                                                                                                          members, do    
                                                                                                                          not push too   
                                                                                                                          hard at the    
                                                                                                                          beginning      
                                                                                                                          - Be patient   
                                                                                                                          - Make sure    
                                                                                                                          staff are      
                                                                                                                          given proper   
                                                                                                                          recognition    
                                                                                                                          for their      
                                                                                                                          achievement    
                                                                                                                          - Celebrate    

University of                                                                                                                            
Sydney                                                                                                                                   

University of                                                                                                                            
Tasmania                                                                                                                                 

University of  Not yet.       N/a            n/a             n/a            n/a            n/a            n/a             n/a            
Technology,    Investigations                                                                                                            
Sydney          only.                                                                                                                    
               Planning to                                                                                                               
               cooperate                                                                                                                 
               with QUT and                                                                                                              
               UNSW in a                                                                                                                 
               benchmarking                                                                                                              
               exercise,                                                                                                                 
               with QUT                                                                                                                  
               leading.                                                                                                                  

University of  No             n/a            n/a             n/a            n/a            n/a            n/a             n/a            
Western                                                                                                                                  
Sydney                                                                                                                                   

University of                                                                                                                            
Wollongong                                                                                                                               

Victoria       Benchmarking   N/a            n/a             n/a            n/a            n/a            n/a             n/a            
University of  has been                                                                                                                  
Technology     incorporated                                                                                                              
               into a Total                                                                                                              
               Quality                                                                                                                   
               Service                                                                                                                   
               Program e.g.                                                                                                              
               Quality                                                                                                                   
               Action Teams                                                                                                              
               are using                                                                                                                 
               best practice                                                                                                             
               in other                                                                                                                  
               libraries and                                                                                                             
               other                                                                                                                     
               organisations                                                                                                             
               as an aid to                                                                                                              
               improvement,                                                                                                              
               in some                                                                                                                   
               cases.  No                                                                                                                
               formal                                                                                                                    
               benchmarking                                                                                                              
               program.                                                                                                                  



Updated 28 August 1995

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