Benchmarking and library quality maturity

Wilson, Frankie; Town, Stephen

doi:10.1108/14678040610679461

Cited by 26 publications

(24 citation statements)

References 6 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…• an information literacy model, the Seven Pillars, which has been reviewed, updated, and independently judged to have "stood the test of time" and "attracted widespread recognition within the academic library community in the UK and internationally" (Goldstein, 2015, p. 8;SCONUL, 2011); • a library benchmarking methodology, based on industry best practices adapted and field-tested in the library sector, and captured in the SCONUL Benchmarking Manual (Town, 2000d); • a values-based scorecard framework for assessing and measuring library value, which offers a broader, higher-level view of library resources, services, and facilities; addresses longstanding weaknesses in library measurement practice; and incorporates tools with potential for stand-alone usage, notably the Seven Markets Model supporting the key area of relationship management Town, 2015b;Town 2015d); • a quality maturity/capability tool, developed to support benchmarking activities, but with potential for application in other contexts, including meta-level measurement as part of the scorecard framework (Wilson and Town, 2006;Town, 2014b). …”

Section: Resultsmentioning

confidence: 99%

“…Here Town suggests combining affect data with productivity or creativity data, and exploring potential links between ClimateQUAL+ and LibQUAL+ data. For Culture of Momentum, he proposes assessing the volume and speed of improvement projects in relation to competitors, but linking such measures to evidence of enhanced library or institutional reputation to demonstrate competitive impact; he also notes the library's quality capability as critical here, suggesting possible application of the Quality Maturity Model from his benchmarking work with Wilson as a "meta-level measurement" (Town et al, 2013, p. 57;Town, 2014b, p. 77;Town and Wilson, 2006;.…”

Section: Human Capitalmentioning

confidence: 99%

“…Looking back on this work after 15 years, we can find observations anticipating key themes of his later writing, such as references to "The failure of quantitative approaches…to illuminate the quality of a service" and a need "to address the more intangible, personal and subjective elements of providing a service" (Town, 2000b, p. 164). Town revisited benchmarking in another groundbreaking project (conducted with Frankie Wilson), which was presented at the 2005 Performance Measurement Conference in Durham and also published in PMM (Wilson and Town, 2006;. The study explored whether benchmarking had real and lasting benefits for libraries and reached a tentative conclusion that effective use of the tool depends on a relatively mature quality management culture; another significant contribution of the study was the development of a Quality Maturity Model as a potential framework for measuring the quality maturity of a library service.…”

Section: Benchmarkingmentioning

confidence: 99%

See 2 more Smart Citations

Seven stories of performativity and advocacy: a review of the published work of Stephen Town

Corrall

2016

Performance Measurement and Metrics

View full text Add to dashboard Cite

Purpose. Stephen Town has been a thought leader and change agent in the academic library world for more than 20 years, who has produced a very large body of work in the areas of quality management and performance measurement that has been disseminated internationally. Town's retirement from full-time employment at the University of York provides a timely opportunity to review his contribution to the field. Design/methodology/approach. The review outlines Town's career path and professional interests and then appraises his published output, concentrating on his contributions to thinking and practice in the areas of benchmarking, information literacy, service quality, and measuring the value and impact of academic libraries and information services. The discussion is organized thematically to illustrate the evolution and development of his interests and ideas over the review period and also references related work by other authors to set his work in context. Findings. The study found many examples of innovative and creative work that had influenced thinking and practice in the library profession, including the development of models, frameworks, and tools with the potential to improve the effectiveness of service benchmarking, information literacy education, library advocacy, relationship management, staff evaluation, and impact measurement. Research implications/limitations. The volume of published work necessitated some selectivity in the material covered, but the review provides sufficiently comprehensive coverage of the areas specified to represent the work effectively. Originality/value. Town has produced a substantial number of publications as a practitionerresearcher that have not previously been reviewed independently as a coherent body of work.

show abstract

Section: Resultsmentioning

confidence: 99%

Section: Human Capitalmentioning

confidence: 99%

Section: Benchmarkingmentioning

confidence: 99%

See 1 more Smart Citation

Seven stories of performativity and advocacy: a review of the published work of Stephen Town

Corrall

2016

Performance Measurement and Metrics

View full text Add to dashboard Cite

show abstract

“…Wilson & Town, 2006;Wijetunge, 2012;Town, 2014;Wilson, 2012Wilson, , 2015 have been conducted to assess the quality maturity levels of university libraries in specific Wilson (2015) as a framework for self-assessment and has encouraged its use by libraries that are seeking to assess their progress towards achieving a quality culture.…”

Section: Maturity Assessmentmentioning

confidence: 99%

The assessment of quality maturity levels in Nigerian university libraries

Egberongbe

Sen

Willett

2017

View full text Add to dashboard Cite

Purpose -Organizations constantly evaluate their activities to ensure that they are attaining their management goals. Maturity assessment enables organisations to examine their capabilities, support innovation and evaluate development. This paper evaluates the maturity statuses of a selection of Nigerian university libraries in a study to investigate their quality management (QM) approaches. The study provides recommendations for means to attain the required statuses in academic library development.Design/methodology/approach -The study involved a multisite case study in which interviews were conducted with 15 university librarians (or their representatives) and 10 focus groups were conducted with non-management library staff. The resulting qualitative data was analyzed using an aspect of framework analysis -charting, while a maturity model from the field of project management (Prince 2 Maturity Model, P2MM) was used to assess maturity in QM of the libraries.Findings -The results of the maturity assessment indicate a basic knowledge of the concept of QM implementation amongst the libraries. The scores obtained on the P2MM capability scale placed the libraries studied mainly on Level 1(awareness level) of the model. Practical implications -This paper demonstrates that the culture of QM in academic libraries in Nigeria isat a low level with considerable potential for development. It is suggested that future adoption of quality maturity models to assess performance and organisational effectiveness would aid improvements for valueadded services.Originality/value -This is the first study to attempt the assessment of quality maturity levels in Nigerian academic libraries for identification of the organization's positioning in QM and strategy.

show abstract

“…Quality management models and their forms of development and implementation in organizations (Cullen, 2005;Oakland, 2003;Wilson & Town, 2006). 2.…”

Section: Introductionmentioning

confidence: 99%

Information Society and Library Evaluation Transitions in Portugal: A Meta-evaluation Model and Frameworks (1970–2013)

Pinto

Ochôa

2014

LIBER

View full text Add to dashboard Cite

The need for greater understanding of assessment practices and models highlights a deficit of an up-to-date meta-evaluation model, whilst articulating with new phases in Information Society (IS) development. This paper aims to discuss the meta-evaluation model and frameworks that were created to explain the relations between IS transitions and the development of library performance evaluation models in Portugal (1970Portugal ( -2013).The research is based on a qualitative methodology supported by a combination of literature review with the construction and application of conceptual models and frameworks.The meta-evaluation model of the impact of transitions on library performance evaluation provides an adequate representation and explanation of relationships between IS transitions and library performance evaluation models. 215Matrix, as well as the relational framework that was developed proved to be useful analytical tools.This paper highlights the current transition of performance models into a more holistic performance management, clarifying that diverse uses and components of performance are strongly linked to IS dynamics. It will also enable readers to discuss the impact of meta-evaluation models as a strong instrument to support the challenges of visions, strategies and best practices shifted over time.

show abstract

Benchmarking and library quality maturity

Cited by 26 publications

References 6 publications

Seven stories of performativity and advocacy: a review of the published work of Stephen Town

Seven stories of performativity and advocacy: a review of the published work of Stephen Town

The assessment of quality maturity levels in Nigerian university libraries

Information Society and Library Evaluation Transitions in Portugal: A Meta-evaluation Model and Frameworks (1970–2013)

Contact Info

Product

Resources

About