Monash University Library
Quality Cycle
Phase 1
PLAN
EXCELLENCE AND DIVERSITY
and LEADING THE WAY
• Monash University’s strategic framework and overall
directions
MONASH UNIVERSITY PLANNING DOCUMENTS
• Monash University Annual Plan
•Learning and Teaching Plan
• Research and Research Training Management Plan
• IT Strategic Plan
• Faculty and Divisional operational plans
• Campus impact statements, development & urban plans
• Support Services Plan, Capital Plan, Marketing Plan
• Quality at Monash: Values and Principles
LIBRARY STRATEGIC PLANNING
REFERENCE
GROUPS
• CAUL
• Group of Eight
• Strategic Plan – 3 year rolling plan with
objectives and strategic initiatives
• Divisional and unit operational plans
• Individual staff performance plans
STAFF INPUT
• Directors’ planning day
• Senior staff planning
workshop
• Divisional/unit staff
meetings
BUDGET
Phase 2
ACT
Monash University Library
Quality Cycle
Phase 2
ACT
FINANCAL OPERATIONS
SERVICE LEVEL AGREEMENT ACTIVITIES
• Annual library budget
• Summary of services
• Activity Based Costing
• Service Statements with KPIs and measures
OPERATIONAL
ACTIVITIES
• Facilities Master Plan
• Information Systems
Plan
POLICIES
• Agreed upon by
Management Committee
and put on intranet
STRATEGIC ACTIVITIES
• Library Strategic Plan, with annual review of targets
and actions
• Library-wide objectives and actions
• Marketing and
Communications Plan
• Other library unit plans
and documents
• Divisional plans and actions
PROJECTS
• Faculty team plans and actions
• Project briefs presented
to Management
Committee for
information, endorsement
or action
• Library branch plans and actions
• Reported upon by
directors midyear and at
end of year planning days
• Individual performance management plans and
actions
LIBRARY STAFF ACTIVITIES
• Position descriptions and roles
• Training
FACULTY LIAISON
• General Library
Committee meetings
LIBRARY REPRESENTATION/ATTENDANCE AT
UNIVERSITY COMMITTEES
STAFF COMMUNICATION
• Directors’ visits to
branches
• Annual staff information
day
• Intranet
• Regular bulletins from
University Librarian,
directors, project
managers, marketing &
communications officer
STAKEHOLDER
FEEDBACK & INPUT
• Academic Board
• Customer surveys
• Library Advisory
Committee meetings
• Senior Management Committee
• Staff opinion surveys
• Faculty board meetings
• Committee of Associate Deans (Teaching)
• Departmental/School
meetings
• Information Management Project Steering Committee
• Finance Reference Group
• Monash Experience
Questionnaire
• Web site
• International Development Group
• Focus groups
• Information literacy
sessions
• Education Committee and subcommittees
• SLA and Quality Coordinators meetings
• Information Technology Services – various meetings
• Graduate
questionnaires
• Email, feedback form,
suggestion board
• Library committees
Phase 3
EVALUATE
Monash University Library
Quality Cycle
Phase 3
A. MONITOR
FINANCE
• Monthly budget reports to
directors
• Quarterly reports to General
Library Committee
EVALUATE
SURVEYS
STAKEHOLDER FEEDBACK
• Biennial library staff opinion survey
• In person at information desks
• Biennial customer survey
benchmarked nationally
• Via online chat
• Service specific surveys (ad hoc)
• By email
• Annual accounts reconciliation
and report to university
• By telephone
• Via Systems and Information
Resources help desks
• Suggestion boxes, feedback forms
• Informally
• Library Committees
STATISTICS
• Monthly recording
• Annual reporting to CAUL
• Annual report
STRATEGIC PLAN
• Projects reported upon semi annually at
senior staff forum
SERVICES
• Service Statements with
KPIs monitored regularly
and reported upon quarterly
to faculties
QUALITY MANAGEMENT
SYSTEM
• Quality Management Group
meetings
• Review of actions
implemented
• Regular schedule to review
objectives and initiatives
B. REVIEW
COMMITTEE STRUCTURE
• Annual review of current
committees
INDIVIDUAL STAFF PLANS
• Biannual review
DIVISIONAL PLANS
STRATEGIC PLAN
• Annual review and evaluation of
objectives and actions
• Review of strategic initiatives
• Revision of objectives and actions
STAKEHOLDER FEEDBACK
SERVICE LEVEL
AGREEMENTS
• KPIs reviewed annually
• Review of survey responses and
comments
• Action plans devised
PROJECTS
IMPROVE
Phase 4
• Proactive monitoring during
the year and end of year
evaluation of planned
activities
• Timelines include monitoring
and reviewing
Monash University Library
Quality Cycle
IMPROVE
Phase 4
Quality Assurance
• Self review and resulting self review report identify
strengths and weaknesses
• Panel visit and resulting panel report make
commendations and recommendations for action
• Post review action plan identifies prioritised actions
for implementation
• After six months, progress is reported to university
• Actions are aligned with key planning documents –
strategic plan, operational plans, budget,
performance plans
• Actions are communicated to stakeholders
• Staff are asked for further feedback on progress of
the quality program
• Actions are tracked and evaluated
• Adjustments are made to activities as required
• Quality cycle phases recommence
Quality Cycle
Re Apply Phase 1
RE PLAN