process management

TM

Project web site old.libqual.org

Process ManagementProcess Management

Presented byLibQUAL+™

http://www.arl.org/index.html

Presentation GoalPresentation Goal

Identify key elements that contribute to a successful survey implementation

ARL New Measures InitiativeARL New Measures Initiative

Collaboration among member leaders with strong interest in measurement

Specific projects developed with different models for exploration

Intent to make resulting tools and methodologies available to full membership and wider community

LibQUAL+LibQUAL+™™ Description Description

LibQUAL+™ is a suite of services that libraries use to solicit, track, understand, and act upon users’ opinions of service quality. These services are offered to the library community by ARL. The program’s centerpiece is a rigorously tested Web-based survey bundled with training that helps libraries assess and improve library services, change organizational culture and market the library

LibQUAL+LibQUAL+TMTM Project Goals Project Goals

Foster a culture of excellence in providing library service

Help libraries better understand user perceptions of library service quality

Collect and interpret library user feedback systematically over time

LibQUAL+LibQUAL+TMTM Project Goals Project Goals

Provide libraries with comparable assessment information from peer institutions

Identify best practices in library service

Enhance library staff members’ analytical skills for interpreting and acting on data

LibQUAL+™ GrowthLibQUAL+™ Growth

LibQUAL+LibQUAL+TMTM Process as Process as ProjectProject

A Project is defined as: Non-routine series of tasks Directed toward a goal Of finite duration A way of addressing customer

expectations

Project Management (PM)Project Management (PM)

“...supplies project teams with a process that helps them coordinate their efforts so they may create the right product (or service, process or plan), at the right time, for the right customer, within the resource limits established by the organization.” (Martin, P. & Tate, K., 1997, p. 2)

Managing the Survey ProcessManaging the Survey Process

Project Management Stages Project Management Stages LibQUAL+™ ProcessLibQUAL+™ Process

Definition Stage

Planning Stage

Implementation Stage

Follow-up Evaluate performance/follow-up

Launch Survey

Select liaison/gather data

Determine needs for survey

OLMS Project Management Institute, ARL Office of Leadership and Management Services

LibQUAL+LibQUAL+TMTM Stages Stages

What are the budgetary requirements?

Who are your sample groups?

What is the survey timeframe? Is it doable?

What are the needs: people supplies, technology?

What skills do survey liaisons or survey team members need?

Definition Stage

Survey LiaisonsSurvey Liaisons

Prepare for survey administration Communicate with LibQUAL+TM team Respond to user feedback Work with local IT/academic computing

contacts and LibQUAL+TM team to resolve any local technical issues

Process TimelineProcess Timeline

•Gather information about LibQUAL+TM survey

•Determine if have appropriate resources

•Identify budgetary requirements if any

•Identify key people to act as survey liaisons/survey committee members.

June/July


Planning Stage

What are the project specifications? Success criteria?

What resources are in place? What needs to be acquired?

What are the tasks, the specific activities?

What is the survey schedule? Ending Date?


August September

•Register for LibQUAL+TM

related workshops

•Identify and initiate stepsto obtain human subjectsresearch approval from IRB

October – December

•Register for Spring survey

•Subscribe to ARL-QUALITYlistserv

•Designate survey liaison/committee/project team

Identify sample groups

Identify best data source toobtain valid e-mail addressesfor sample groups

Meet with person(s) who will be drawing e-mail addressesto determine process feasibility


related workshops


Implementation Stage

What is your implementation plan/schedule?

How will you monitor, control, obtain feedback?

What is your communications plan? How will stakeholders find out about project progress?

What is your contingency plan? What are possible developments and how will you handle them?


January

•Need to have IRB approval by mid-January

•Orientation session for participating libraries held during ALA Midwinter, Philadelphia, PA Attendance by first time participants required!

•Complete online demographics questionnaire & Survey preferences

•Survey open

•Draw final e-mail address samples

•Participants launchsurvey on their campuses

February February-March-April

•Survey closed to public

May


Follow-up

What are the desired outcomes and success criteria you identified during the definition and planning stages?

How well did the project succeed when evaluated against this criteria?

Are there areas for improvement and enhancement?

What did you learn that you can apply in subsequent LibQUAL+TM survey runs?


June July

•Participants complete online post hoc survey

•Survey liaison/contacts complete evaluation questionnaire

•Survey results distributed

•Results meeting at ALA AnnualConference


August

•Gather information about LibQUAL+TM survey

•Determine if have appropriate resources

•Identify budgetary requirements if any

September

•Register for LibQUAL+TM related workshops

•Identify and initiate steps to obtain human subjects research approval from IRB

October – December June/July

•Register for Spring 2003 survey

•Subscribe to ARL-QUALITY listserv

•Designate survey liaison/committee/project team

•Identify sample groups

•Identify best data source to obtain valid e-mail addresses for sample groups

•Meet with person(s) who will be drawing e-mail addresses to determine process feasibility


related workshops


January

•Need to have IRB approval by mid-January

•Orientation session for participating libraries held during ALA Midwinter, Phildelphia, PA Attendance by first time participants is required!

•Complete online demographics questionnaire & survey preferences

•Survey open

•Draw final e-mail address samples

•Participants launchsurvey on their campuses

•Survey closed to public

February February -March-April May June

•Survey results distributed

•Results meeting at ALA AnnualConference

July

•Participants complete online post hoc survey

•Survey liaison/contacts complete evaluation questionnaire

THANK YOU THANK YOU FOR YOUR FOR YOUR INTEREST!INTEREST!

ReferencesReferences

Cook, C. Heath, F., & Thompson, R.L. (2000). A meta-analysis of response rates in Web- or Internet-based surveys. Educational and psychological Measurement, 60, no.6, 821-836.

Cook, C. & Thompson, B. (2002). “Response Rates,” Introduction to the LibQUAL+TM Spring 2002 Aggregate Results. Washington, D.C.: Association of Research Libraries.

Frame, J. D. (1987). Managing projects in organization: How to make use of time, techniques, and people. San Francisco: Jossey-Bass Publishers.

Martin, P. and Tate, K. (1997). Project Management Memory Jogger. Methuen, MA: GOAL/QPC.

Project Management Institute. Project management: A proven process for success. http://www.pmi.org. Accessed May 1, 2002.

Smith, A. The fix is in. Projects@Work. http://www.projectsatwork.com/march2002/psa.htm.Accessed May 1, 2002.

LibQUAL+™ ResourcesLibQUAL+™ Resources

LibQUAL+LibQUAL+ Web Site http://www. libqual.org

LibQUAL+LibQUAL+ Bibliographyhttp://www.coe.tamu.edu/~bthompson/servqbib

Survey Participants Policies and Procedures Manualhttp://www.libqual.org/documents/admin/procedures3.8.pdf

process management

Documents