What Gets Measured, Gets Managed: Statistics and Performance Indicators for Evidence Based Management

Abstract

The severe financial and supply constraints currently experienced by many libraries has highlighted the need for careful and thorough evaluation of the services provided and the application of evidence based management techniques bolstered by appropriate performance indicators. Evidence is needed to support the work of refining methods, redefining existing services and developing new ones, but what is most important is the intelligent use and interpretation of suitable evidence by those who determine policy, allocate resources and manage. Every organization needs three kinds of performance metrics for measuring: its success in mobilizing its resources; its staff’s effectiveness on the job; and its progress in fulfilling its mission. The three major functions to which statistics can be put include: monitoring operational effectiveness; providing a basis for strategic planning; and demonstrating the value obtained by users. An appropriately constructed evidence base offers the potential to support managers in a range of activity. It can form the solid underpinning for: policies; strategies; tactics; processes/operations; and advocacy. The application of library statistics is discussed with particular reference to the data collected by the Library and Information Statistics Unit, Loughborough University and the use of such data for benchmarking applications. Concludes that the collection and interpretation of evidence can not only lead to significant service quality and improved management, but it can also enhance the level of professional satisfaction and involvement.