Monash University LibraryQuality Cycle

EXCELLENCE AND DIVERSITYand LEADING THE WAY

• Monash University’s strategic framework and overall directions

MONASH UNIVERSITY PLANNING DOCUMENTS

• Monash University Annual Plan

•Learning and Teaching Plan

• Research and Research Training Management Plan

• IT Strategic Plan

• Faculty and Divisional operational plans

• Campus impact statements, development & urban plans

• Support Services Plan, Capital Plan, Marketing Plan

• Quality at Monash: Values and Principles

REFERENCE GROUPS

• CAUL

• Group of Eight

STAFF INPUT

• Directors’ planning day

• Senior staff planning workshop

• Divisional/unit staff meetings

LIBRARY STRATEGIC PLANNING

• Strategic Plan – 3 year rolling plan with objectives and strategic initiatives

• Divisional and unit operational plans

• Individual staff performance plans

Phase 1

Phase 2

PLAN

ACT

BUDGET

Monash University LibraryQuality Cycle

SERVICE LEVEL AGREEMENT ACTIVITIES

• Summary of services

• Service Statements with KPIs and measures

FINANCAL OPERATIONS

• Annual library budget

• Activity Based Costing

POLICIES

• Agreed upon by Management Committee and put on intranet

STRATEGIC ACTIVITIES

• Library Strategic Plan, with annual review of targets and actions

• Library-wide objectives and actions

• Divisional plans and actions

• Faculty team plans and actions

• Library branch plans and actions

PROJECTS

• Project briefs presented to Management Committee for information, endorsement or action

• Reported upon by directors midyear and at end of year planning days

FACULTY LIAISON

• General Library Committee meetings

• Library Advisory Committee meetings

• Faculty board meetings

• Departmental/School meetings

• Web site

• Information literacy sessions

LIBRARY STAFF ACTIVITIES

• Individual performance management plans and actions

• Position descriptions and roles

• Training

LIBRARY REPRESENTATION/ATTENDANCE AT UNIVERSITY COMMITTEES

• Academic Board

• Senior Management Committee

• Education Committee and subcommittees

• Committee of Associate Deans (Teaching)

• Information Management Project Steering Committee

• Finance Reference Group

• International Development Group

• SLA and Quality Coordinators meetings

• Information Technology Services – various meetings

OPERATIONAL ACTIVITIES

• Facilities Master Plan

• Information Systems Plan

• Marketing and Communications Plan

• Other library unit plans and documents

STAKEHOLDER FEEDBACK & INPUT

• Customer surveys

• Staff opinion surveys

• Graduate questionnaires

• Monash Experience Questionnaire

• Focus groups

• Email, feedback form, suggestion board

• Library committees

Phase 2

Phase 3EVALUATE

ACT

STAFF COMMUNICATION

• Directors’ visits to branches

• Annual staff information day

• Intranet

• Regular bulletins from University Librarian, directors, project managers, marketing & communications officer

Monash University Library

Quality Cycle

Phase 3

A. MONITOR

FINANCE

• Monthly budget reports to directors

• Quarterly reports to General Library Committee

• Annual accounts reconciliation and report to university

SURVEYS

• Biennial library staff opinion survey

• Biennial customer survey benchmarked nationally

• Service specific surveys (ad hoc)

STAKEHOLDER FEEDBACK

• In person at information desks

• Via online chat

• By telephone

• By email

• Via Systems and Information Resources help desks

• Suggestion boxes, feedback forms

• Informally

• Library CommitteesSTATISTICS

• Monthly recording

• Annual reporting to CAUL

• Annual report

SERVICES

• Service Statements with KPIs monitored regularly and reported upon quarterly to faculties

STRATEGIC PLAN

• Projects reported upon semi annually at senior staff forum

QUALITY MANAGEMENT SYSTEM

• Quality Management Group meetings

• Review of actions implemented

• Regular schedule to review objectives and initiatives

B. REVIEW

COMMITTEE STRUCTURE

• Annual review of current committees

INDIVIDUAL STAFF PLANS

• Biannual review

DIVISIONAL PLANS

• Proactive monitoring during the year and end of year evaluation of planned activities

STRATEGIC PLAN

• Annual review and evaluation of objectives and actions

• Review of strategic initiatives

• Revision of objectives and actions SERVICE LEVEL AGREEMENTS

• KPIs reviewed annually

Phase 4

IMPROVE

EVALUATE

STAKEHOLDER FEEDBACK

• Review of survey responses and comments

• Action plans devised PROJECTS

• Timelines include monitoring and reviewing

Monash University Library

Quality Cycle

Phase 4

Quality Assurance

• Self review and resulting self review report identify strengths and weaknesses

• Panel visit and resulting panel report make commendations and recommendations for action

• Post review action plan identifies prioritised actions for implementation

• After six months, progress is reported to university

• Actions are aligned with key planning documents – strategic plan, operational plans, budget, performance plans

• Actions are communicated to stakeholders

• Staff are asked for further feedback on progress of the quality program

• Actions are tracked and evaluated

• Adjustments are made to activities as required

• Quality cycle phases recommence

Quality CycleRe Apply Phase 1

IMPROVE

RE PLAN