1. 1 USING PERFORMANCE INDICATORS TO IMPROVE TECHNICAL SERVICE IN AN ACADEMIC LIBRARY: A CASE STUDY FROM SÃO PAULO UNIVERSITY LAW SCHOOL Milena Celere Library Manager 1

2. 2 WHERE ? 2

3. 3 BACKGROUND March 2007 – the law course at Ribeirão Preto campus was created December – Ribeirão Preto Law School Library was created January 2008 – open doors in a small room inside the Central Library June 2009 – moved to a temporary place inside the Law School building January 2011 – moved to the new library building 3

4. 4 ROOM AT THE CENTRAL LIBRARY 4

5. 5 BACKGROUND March 2007 – the law course at Ribeirão Preto campus was created December – Ribeirão Preto Law School Library was created January 2008 – open doors in a small room inside the Central Library June 2009 – moved to a temporary place inside the Law School building January 2011 – moved to the new library building 5

6. 6 PROVISORY ROOM AT THE LAW SCHOOL 6

7. 7 BACKGROUND March 2007 – the law course at Ribeirão Preto campus was created December – Ribeirão Preto Law School Library was created January 2008 – open doors in a small room inside the Central Library June 2009 – moved to a temporary place inside the Law School building January 2011 – moved to the new library building 7

8. 8 RIBEIRÃO PRETO LAW SCHOOL LIBRARY

9. 9 PURPOSE To use performance indicators to improve the use of collection and the speed of technical processes. 9

10. 10 APPROACH Performance indicator is defined as an expression (which may be numeric, symbolic or verbal) used to characterise activities (events, objects, persons) both in quantitative and qualitative terms in order to assess the value of the activities characterised, and the associated method.(ISO, 2008) The objective is to provide a self-diagnosis enabling us to identify and solve problems quickly. Two performance indicators by ISO(2008) were used: collection use and speed of technical processing 10

11. 11 FINDINGS Collection Loans per capita In-library use per capita Median time of document processing 11

12. 12 LOANS PER CAPITA Objective: asses the rate of use of library collection by the population to be served Year2008200920102011 Rate19202838 12

13. 13 FINDINGS Collection Loans per capita In-library use per capita Median time of document processing 13

14. 14 IN-LIBRARY USE PER CAPITA Objective: asses the amount of usage of materials within the library I IUC = (A/B x C)/D A: nº of documents counted during the sampling period B: nº of opening days in the sampling period C: total nº of opening days in the full year D: nº of persons in the population to be served Year2008200920102011 Rate9,5243728 14

15. 15 SPREADSHEET USED TO COLLECT DATA 15

16. 16 FINDINGS Collection Loans per capita In-library use per capita Median time of document processing 16

17. 17 MEDIAN TIME OF DOCUMENT PROCESSING Objective: assess the effectiveness in terms of speed (average number of days between the day a document arrives at the library to the day it is available for the user) Collecting data: Until June 2010 17

18. 18 AFTER JUNE 2010 18

19. 19 AFTER JUNE 2010 19

20. 20 RESULTS Our book collection Number of books registered Number of books registered by type of acquisition Number of books registered by type of cataloguing 20

21. 21 Turnover Year Admission (number of employees) Shutdown (number of employees) 20082 2009 until August1 August1 (part time) November 1 2010 March2 August1 2011 March2 (part time)2 May11 June12 (part time) 21

22. 22 NUMBER OF BOOKS REGISTERED 22

23. 23 RESULTS Our book collection Number of books registered Number of books registered by type of acquisition Number of books registered by type of cataloguing 23

24. 24 TYPE OF RECEIVING 24

25. 25 RESULTS Our book collection Number of books registered Number of books registered by type of acquisition Number of books registered by type of cataloguing 25

26. 26 TYPE OF CATALOGUING 26

27. 27 RESULTS Speed of technical processing Year2008200920102011 Days17,518,58,517,5 Number of days Number of books registered 27

28. 28 CONSIDERATIONS Importance Results impact Next steps Improvement on the system and the process Star a research about staff motivation 28

29. 29 THANK YOU ! Email: mcelere@usp.br 29