“…Furthermore, they should strive to identify improvement opportunities and to eliminate costs related to non-value adding activities (Ellis-Newman, Izan, & Robinson, 1996). In order to do this, library managers must keep their activities, resources and costs under control, relying on valid information about activity costs, resource capacity and their performance (Stouthuysen, Swiggers, Reheul, & Roodhooft, 2010).…”