Monash University Library Quality Cycle PLAN Phase 1
Monash University Library Quality Cycle PLAN Phase 1 EXCELLENCE AND DIVERSITY and 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 LIBRARY STRATEGIC PLANNING REFERENCE GROUPS • CAUL • Group of Eight • Strategic Plan – 3 year rolling plan with objectives and strategic initiatives • Divisional and unit operational plans • Individual staff performance plans STAFF INPUT • Directors’ planning day • Senior staff planning workshop • Divisional/unit staff meetings BUDGET Phase 2 ACT
Monash University Library Quality Cycle Phase 2 ACT FINANCAL OPERATIONS SERVICE LEVEL AGREEMENT ACTIVITIES • Annual library budget • Summary of services • Activity Based Costing • Service Statements with KPIs and measures OPERATIONAL ACTIVITIES • Facilities Master Plan • Information Systems Plan 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 • Marketing and Communications Plan • Other library unit plans and documents • Divisional plans and actions PROJECTS • Project briefs presented • Faculty team plans and actions • Library branch plans and actions to Management Committee for information, endorsement or action • Reported upon by directors midyear and at end of year planning days • General Library • Directors’ visits to branches LIBRARY STAFF ACTIVITIES • Individual performance management plans and actions • Position descriptions and roles • Training FACULTY LIAISON STAFF COMMUNICATION LIBRARY REPRESENTATION/ATTENDANCE AT UNIVERSITY COMMITTEES • Annual staff information day • Intranet • Regular bulletins from University Librarian, directors, project managers, marketing & communications officer STAKEHOLDER FEEDBACK & INPUT • Academic Board • Customer surveys • Senior Management Committee • Staff opinion surveys Committee meetings • Education Committee and subcommittees • Committee of Associate Deans (Teaching) • Graduate • Faculty board meetings • Departmental/School • Information Management Project Steering Committee meetings • Library Advisory meetings • Web site • Information literacy sessions • Finance Reference Group • International Development Group • SLA and Quality Coordinators meetings • Information Technology Services – various meetings questionnaires • Monash Experience Questionnaire • Focus groups • Email, feedback form, suggestion board • Library committees Phase 3 EVALUATE
Monash University Library Quality Cycle Phase 3 A. MONITOR FINANCE • Monthly budget reports to directors • Quarterly reports to General Library Committee EVALUATE SURVEYS STAKEHOLDER FEEDBACK • Biennial library staff opinion survey • In person at information desks • Biennial customer survey • Via online chat benchmarked nationally • Service specific surveys (ad hoc) • Annual accounts reconciliation • By telephone • By email • Via Systems and Information and report to university Resources help desks • Suggestion boxes, feedback forms • Informally • Library Committees STATISTICS • Monthly recording • Annual reporting to CAUL • Annual report STRATEGIC PLAN • Projects reported upon semi annually at senior staff forum SERVICES QUALITY MANAGEMENT SYSTEM • Quality Management Group meetings • Service Statements with • Review of actions KPIs monitored regularly and reported upon quarterly to faculties implemented • Regular schedule to review objectives and initiatives B. REVIEW COMMITTEE STRUCTURE • Annual review of current committees INDIVIDUAL STAFF PLANS • Biannual review DIVISIONAL PLANS STRATEGIC PLAN • Annual review and evaluation of objectives and actions • Proactive monitoring during the year and end of year evaluation of planned activities • Review of strategic initiatives • Revision of objectives and actions STAKEHOLDER FEEDBACK SERVICE LEVEL AGREEMENTS • KPIs reviewed annually • Review of survey responses and comments • Action plans devised PROJECTS IMPROVE Phase 4 • Timelines include monitoring and reviewing
Monash University Library Quality Cycle IMPROVE 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 Cycle Re Apply Phase 1 RE PLAN
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