Balanced Scorecard “Puyallup Public Library, as an innovative information center, provides excellent service to all in their pursuit of information, knowledge, and personal enjoyment.”

Translating Mission, Vision and Strategies into Balanced Scorecard Perspectives Public Value = Community Outcomes Customer Perspective = Service & satisfaction Internal Processes = Productivity Learning & Growth = Staff skills & working environment Financial = Accountability & value

Balanced Scorecard RESULTS Management Decisions BALANACED SCORECARD Financial Costs Management Decisions Customer Perspective Public Value and Benefit RESULTS High Performing Organization Sustained Results Financial Stability Stakeholder Trust A good performance management system starts with a scorecard with real time data that is reviewed on a regular basis by the management team. Management then used the data to frame decisions. The data does not completely replace common sense and understanding the current climate and viability of some actions – but the decision will be made using the data to understand the risks and potential for improvement. Internal Processes Learning and Growing  3 3

Public Value and Benefit Goal Measurement: 3 Year Target: Reviewed: 1. Customer receives value from programs and services: Users who feel that the library improves their quality of life: 90% Satisfaction Annually Amount of money saved by households annually by using the library: $300.00 Users who believe the Summer Reading Program helped their children’s reading ability when school resumes: Fall Users who find the materials and services they want from the library: 95% Satisfaction

Customer Perspective Goal Measurement: 3 Year Target: Reviewed: 1. Provide innovative, effective programs & products that provide for intellectual and recreational growth: Satisfaction with use of catalog: 95% Satisfaction Annually Number of days history room is open per month. 1 Quarterly Adult attendance at educational and cultural programs: 30% Increase Check-out rate of promoted materials: 50% Increase Circulation of children’s picture books on play days: 25% Increase

Internal Processes Goal Measurement 3 Year Target: Reviewed: 1. Evaluate and adopt efficient and cost effective processes. Circulation completed using self-checkout: 90% Quarterly Percentage of all material restocked within 48 hours: Time it takes to deliver purchased requests to users: 35% Faster 2. Promote services/ programs strategically and effectively. Percentage of card holders who sign up for email newsletters: 10% Percentage of attendees who heard of programs by TV:

Learning and Growing Goal Measurement 3 Year Target: Reviewed: 1. Create and support an environment where staff is encouraged to continually learn and grow. Number of established training goals met: 90% Annually 2. We will foster innovation and creativity: Employee satisfaction with how the Library fosters innovation and creativity: ( ? ) Number of employee ideas implemented for testing: 2 Per Month Quarterly

Financial Cost Goal Measurement 3 Year Target: Reviewed: 1. Cost effective operations: New materials donated to the Library: $500 Per Year Quarterly Dollars from gifts, grants and memorials: 30% Increase Vendors participating in the acquisition system: 80% Reduction of energy consumption: ( ? ) Users who are assisted by Library signage. Annually Per capita spending on library materials: State Average