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How can we
keep improving
services to our
customers?
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Quality Review 2003
Improving Library Services
Chooi Hon Ho
Director, Corporate Services and
Development
Marie Pernat
Senior Librarian, Planning and Projects
lib.monash.edu.au
January 2003
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Background
• University-wide program to review quality
• Goal – to improve the university as a learning
institution
• Systematic approach to quality by the university
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Quality principles defined, including the quality cycle
Review process in place, and CHEQ support available
Service level agreements with faculties, including KPIs
Student and staff surveys
University planning documents
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Monash Quality Review Program
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University’s institutional self-review, with subsequent report and
recommendations - completed 2002
Individual Academic Reviews (Faculties) – in progress
Individual Support Services Reviews (e.g. Library) – in progress
Library review - two phases
– Self-review (internal) - February and March 2003
• Compilation of self-review report
– Panel review (external) - mid July 2003
• Compilation of review panel report
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AUQA audit of Monash in 2004 or 2005 or 2006, thereafter a 5-year cycle
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What is the Meaning of Quality at Monash?
• Quality principles
• Fundamental questioning to establish our purpose
• Systematically meeting our purposes (quality cycle)
• Feedback – customer opinion sought and evaluated
• Fitness for purpose and fitness of purpose
Library’s mission
“To enrich the learning, teaching and research programs of the
university by providing seamless and timely access to high quality
scholarly information and learning materials in a range of formats,
in order to meet the needs of staff and students wherever they are
located within the global Monash”.
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Questions to Ensure Fitness for Purpose
• What do we do?
• Why do we do it?
• How do we do it?
• Why are we doing it this way? (What other ways are there?)
• How do we know it is working?
• How can we improve it?
• How can we learn and improve ourselves?
Supplementary questions for the self-review will be provided
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Quality Cycle – the Core of the Process
• A planned and systematic approach
• Ensures continuing and evolving thought and activity
Plan
Improve
Act
Evaluate – monitor and review
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Goals for the Library Self-Review
• To make a genuine attempt to identify strengths and
weaknesses and areas for further review
• To focus at a high level – concentration on analysis,
not solutions
• To produce an objective and open report
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Undertaking the Library Self-Review
• Address the four terms of reference (core functions) and review the
activities associated with an individual division/unit
• Take a “helicopter view” – high level approach but focus on specifics
where appropriate (use questions provided)
• Do a SWOT analysis of the individual division/unit
• Identify good practices and processes
– Describe strengths
– Provide examples of effective processes, including documents,
feedback, other evidence
• Provide a summary of the outcomes of the self-review
• Identify areas for improvement & make recommendations for action
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Terms of Reference (Headings to be reported upon)
1. Organisational Structure, Management, Quality
Assurance and Improvement
2. Human Resources
3. Core Services
3.1 Library Resources
3.2 Library Services
3.3 Physical Infrastructure
4. Professional and Community Activities
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Implementation of Library Self-Review (1)
• Terms of reference are to be addressed by each unit/division
• A series of questions will be provided to ensure a consistent
approach
• A template will be provided to ensure a consistent report format
• The library self-review report which addresses the terms of
reference will be the main information source for the external
review panel and will be addressed in their subsequent report
• Terms of reference are similar to those used by other support
service areas of the university
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Implementation of Library Self-Review (2)
Each Director/Head of Unit :
• Presents this slide show to inform all staff, and provides staff
with the set of questions to address
• Sets a meeting time to receive general feedback and finalises
which staff are to help write the report of the division/unit
• Requests small groups to examine each term of reference in
more detail using the set questions and to provide a report on
the template provided
• Completes the divisional/unit report and forwards it to Marie
Pernat by14 March
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Implementation of Library Self-Review (3)
Each work area:
• Identifies stakeholders and their needs
• Ensures library plans, policies, processes and procedures
address those needs
• Answers the series of questions provided which relate to the
terms of reference
• Evaluates current services and resources and identifies areas
for improvement
• Reports the findings in writing on the template provided
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Desired Outcomes of the Library Self-Review
• Improved customer satisfaction and service
• Ongoing commitment to improvement
• Increased awareness of a continuous improvement cycle
• More informed analysis and feedback of library operations
• Proactive approach to improving and managing services,
resources and facilities – by embedding a quality system
• Planned and systematic implementation of outcomes identified
for priority action during the quality review process
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Library Staff Involvement
• Crucial for the production of an accurate and complete selfreview report
• Will bring about increased knowledge of library operations and
more systematic documentation of processes
• Will ensure increased awareness of the library’s continuing
commitment to quality improvement
• Will be relevant if/when the external review panel requests
interviews with stakeholders to ensure the self-review report
accurately describes current practices
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Progress to Date
• Library Quality Management Group (QMG) formed
• Liaison with and briefing by Centre for Higher
Education Quality (CHEQ)
• Processes, timelines and documentation prepared
• External review panel formation in progress
• Terms of reference and structure of library self-review
agreed upon
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Next Steps
mid March 2003
Divisional reports finalised
May 2003
Self-review report provided to external review
panel (5,000-7,000 words, with up to 20 pages
appendices)
mid July 2003
Review panel visits the library, interviews library
and senior university staff
Sept 2003
Review panel report produced and findings
discussed with directors
Nov 2003
University Librarian discusses prioritised actions
for implementation and the library’s ongoing
quality program with DVC (Acad. & Planning)
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Web Information on Quality
Monash U Lib.
http://www.lib.monash.edu.au/about/
Monash University
http://www.adm.monash.edu.au/cheq/
AUQA
http://www.auqa.edu.au/
Further
marie.pernat@lib.monash.edu.au
Information
Phone: 9905 9121
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Satisfied
customer
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