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How can we keep improving services to our customers?

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Chooi Hon Ho

Director, Corporate Services and Development

Marie Pernat

Senior Librarian, Planning and Projects

January 2003

Quality Review 2003

Improving Library Services

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Background

• University-wide program to review quality

• Goal – to improve the university as a learning institution

• Systematic approach to quality by the university– Quality principles defined, including the quality cycle

– Review process in place, and CHEQ support available

– Service level agreements with faculties, including KPIs

– Student and staff surveys

– University planning documents

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Monash Quality Review Program

• University’s institutional self-review, with subsequent report and recommendations - completed 2002

• Individual Academic Reviews (Faculties) – in progress

• Individual Support Services Reviews (e.g. Library) – in progress

Library review - two phases– Self-review (internal) - February and March 2003

• Compilation of self-review report

– Panel review (external) - mid July 2003

• Compilation of review panel report

• AUQA audit of Monash in 2004 or 2005 or 2006, thereafter a 5-year cycle

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What is the Meaning of Quality at Monash?

• Quality principles• Fundamental questioning to establish our purpose

• Systematically meeting our purposes (quality cycle)

• Feedback – customer opinion sought and evaluated

• Fitness for purpose and fitness of purposeLibrary’s mission

“To enrich the learning, teaching and research programs of the university by providing seamless and timely access to high quality scholarly information and learning materials in a range of formats, in order to meet the needs of staff and students wherever they are located within the global Monash”.

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Questions to Ensure Fitness for Purpose

• What do we do?

• Why do we do it?

• How do we do it?

• Why are we doing it this way? (What other ways are there?)

• How do we know it is working?

• How can we improve it?

• How can we learn and improve ourselves?

Supplementary questions for the self-review will be provided

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Quality Cycle – the Core of the Process

• A planned and systematic approach

• Ensures continuing and evolving thought and activity

Plan

Act

Evaluate – monitor and review

Improve

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Goals for the Library Self-Review

• To make a genuine attempt to identify strengths and weaknesses and areas for further review

• To focus at a high level – concentration on analysis, not solutions

• To produce an objective and open report

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Undertaking the Library Self-Review

• Address the four terms of reference (core functions) and review the activities associated with an individual division/unit

• Take a “helicopter view” – high level approach but focus on specifics where appropriate (use questions provided)

• Do a SWOT analysis of the individual division/unit

• Identify good practices and processes

– Describe strengths

– Provide examples of effective processes, including documents, feedback, other evidence

• Provide a summary of the outcomes of the self-review

• Identify areas for improvement & make recommendations for action

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Terms of Reference (Headings to be reported upon)

1. Organisational Structure, Management, Quality Assurance and Improvement

2. Human Resources

3. Core Services3.1 Library Resources

3.2 Library Services

3.3 Physical Infrastructure

4. Professional and Community Activities

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Implementation of Library Self-Review (1)

• Terms of reference are to be addressed by each unit/division

• A series of questions will be provided to ensure a consistent approach

• A template will be provided to ensure a consistent report format

• The library self-review report which addresses the terms of reference will be the main information source for the external review panel and will be addressed in their subsequent report

• Terms of reference are similar to those used by other support service areas of the university

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Implementation of Library Self-Review (2)

Each Director/Head of Unit :

• Presents this slide show to inform all staff, and provides staff with the set of questions to address

• Sets a meeting time to receive general feedback and finalises which staff are to help write the report of the division/unit

• Requests small groups to examine each term of reference in more detail using the set questions and to provide a report on the template provided

• Completes the divisional/unit report and forwards it to Marie Pernat by14 March

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Implementation of Library Self-Review (3)

Each work area:

• Identifies stakeholders and their needs

• Ensures library plans, policies, processes and procedures address those needs

• Answers the series of questions provided which relate to the terms of reference

• Evaluates current services and resources and identifies areas for improvement

• Reports the findings in writing on the template provided

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Desired Outcomes of the Library Self-Review

• Improved customer satisfaction and service

• Ongoing commitment to improvement

• Increased awareness of a continuous improvement cycle

• More informed analysis and feedback of library operations

• Proactive approach to improving and managing services, resources and facilities – by embedding a quality system

• Planned and systematic implementation of outcomes identified for priority action during the quality review process

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Library Staff Involvement

• Crucial for the production of an accurate and complete self-review report

• Will bring about increased knowledge of library operations and more systematic documentation of processes

• Will ensure increased awareness of the library’s continuing commitment to quality improvement

• Will be relevant if/when the external review panel requests interviews with stakeholders to ensure the self-review report accurately describes current practices

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Progress to Date

• Library Quality Management Group (QMG) formed

• Liaison with and briefing by Centre for Higher Education Quality (CHEQ)

• Processes, timelines and documentation prepared

• External review panel formation in progress

• Terms of reference and structure of library self-review agreed upon

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Next Steps

mid March 2003

May 2003

mid July 2003

Sept 2003

Nov 2003

Divisional reports finalised

Self-review report provided to external review panel (5,000-7,000 words, with up to 20 pages appendices)

Review panel visits the library, interviews library and senior university staff

Review panel report produced and findings discussed with directors

University Librarian discusses prioritised actions for implementation and the library’s ongoing quality program with DVC (Acad. & Planning)

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Web Information on Quality

Monash U Lib. http://www.lib.monash.edu.au/about/

Monash University http://www.adm.monash.edu.au/cheq/

AUQA http://www.auqa.edu.au/

Further marie.pernat@lib.monash.edu.au

Information Phone: 9905 9121

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Satisfied customer