The Campus Libraries strategic planning framework employs the Balanced Scorecard (BSC) approach for the alignment of the organization’s strategic goals and objectives. The BSC provides for the organization to be viewed from four perspectives, and requires that metrics be developed for these perspectives in order to consistently measure performance.
The Learning & Growth Perspective
This perspective focuses on the libraries' ability to expand our organizational capacity by creating an environment supportive of continuous personal and organizational development. In the current climate of rapid technological change, it is becoming necessary for knowledge workers to be in a continuous learning mode. Learning and growth constitute the essential foundation for success of any knowledge-worker organization. It should be noted that 'learning' is more than 'training'; it also includes mentoring, tutoring and coaching within the organization, as well as that ease of communication among workers which allows them to readily get help to resolve problems, as needed.
The Internal Processes Perspective
This perspective refers to internal operating processes. Metrics based on this perspective allow the managers to assess how well the libraries are functioning, and whether our information products and services meet the requirements of our users. In other words this perspective addresses the question "How streamlined and aligned are library internal processes to efficiently deliver products and services to our internal and external clients?
The User Perspective
In a service based organization such as the Campus Libraries, customer focus and customer satisfaction are critical to organizational relevance and success. These are leading indicators, for if our clients are not satisfied, they will eventually find other sources that will meet their information/research needs. Poor performance from this perspective is thus a leading indicator of future decline. In developing metrics for user satisfaction, the library staff must engage with users to better understand their evolving needs.
Staff must therefore be prepared to participate fully in the development of innovative services, high quality collections, well-designed spaces and information literacy programmes that engage, empower and inspire the Campus community in their pursuit of knowledge.
The Financial Perspective
This perspective addresses the issue of implementing strategies for managing the financial resources available to the Libraries to effectively meet our mission in an efficient and cost effective manner.