Performance evaluation of academic libraries

Abstract

This paper describes an action model to measure the performance of libraries. The proposed model is based in the CAF - Common Assessment Framework, the Balanced Scorecard and the Analytic Hierarchy Process (AHP). The recommended performance indicators are based in the ISO 11620:1998, Adm1:2003 and ISO 2789:2003. The relative weights for each performance measure are calculated using the AHP. The AHP computes the weights of the performance measures in two steps: · Comparing (pairwise) the performance measures under each criterion; · Comparing (pairwise) the major criteria of the proposed model. The main purpose of this model is to improve the performance of libraries and to develop benchmarking techniques. The model was tested using the opinion of ten university librarians. According to the data, the most important criteria, by decreasing order of importance, are: customer satisfaction, impact on society, leadership and financial perspective.