Re: Performance measures for serials staff Reeta Sinha 25 Aug 2000 13:12 UTC
On Thu, 24 Aug 2000, Christa Easton wrote: Christa, Some random comments from my previous lives.... > the units that folks use, rather than a particular > standard. For example, for check in it might be "X pieces > per hour with error rate at or below X." When I managed serials in 2 small acad. medical libraries, it was imperative to have the daily receipts out to users by 3PM or 4PM each day. So, one measure was how often did I walk in and see a pile of un-received journal issues from the day before (and how long did they stay there). I had also checked in myself enough to clock how long it should take to do a day's batch and the average # of checkins we did per day (given all issues received in the mail were checked in in one day...heavy and light mail days. So, indirectly I could assess if my serials checkin person was spending too much time on check in (cutting into claiming and other duties). In one setting we received mail twice a day, so theoretically, it was possible to start checkin at 10AM and continue until 4PM (not good when it usually took 2 hours to do both batches). I found it motivated staff to keep the daily deadline in mind rather than per piece. The same was true for standing orders--we used to clear off shipments received each week (1 truck per week of monographic series, analytics, annuals, etc.)...usually to get backed up in my office. :-) Each item was processed and evaluated per our internal policies (as CD officer I also reviewed each volume) and if I had to return items to staff because I didn't have the information I needed, or if after receiving, Catloging had questions, I could assess how well staff were paying attention to receiving/special instructions. The only "number" there for me was 1 truck per week, clear off each week's shipments. Some weeks we had a lot, others only 1 shelf full---but no backlog. But, it made the work week predictable for them and myself. I tended not to quantify very much, for example, with errors--on those all too often days when I'd do checkin--that was when I evaluated how controls were set up, were the dates expected tweaked according to actual receipt dates, or were they still set at the originals from 2 years earlier? If I or the back-up person could breeze thru a day's batch with minimal problems, I was satisfied that control records and checkins etc. were set up correctly. If I was editing or having to spend more time correcting when I substitued, well, feedback would be given by way of a pile of issues when my assistant returned to work. :-) Periodic assessments like this, while not by design, gave me valuable feedback throught out the year (and I came to realize I had some gems working for me). Other things I'd look for: how often were title changes missed (issues ending up in a "problem pile" when they could have been checked in), were special instructions overlooked? with Unicorn, were checkins generated on schedule? > I'm wrestling with claiming in particular. Pure output > does not seem like a good idea, since discretion can be > the better part of valor in many cases. If we set a turn > around standard, we might run into trouble with vendors > because some branches can be a bit...eager in their > requests for claims. I tended to look at resolution and follow-up, and timely claiming. I used Sirsi reports to identify late issues every 2 weeks, but we claimed via email--small setting. I would want to see the "issues to claim" list become smaller each run (meaning issues were being received after that 1st claim. I did not want to see huge 2nd claim and 3rd claim lists. I'd also watch to see when my staff would decide a situation was urgent vs. waiting for myself or the bindery asst. to say so. Occasionally, I'd run late-issue reports to see what was out there for a month and how often the same issue showed up on subsequent reports. Don't know if any of this is applicable to larger/different settings, or where you have many people receiving. Reeta Reeta Sinha Head, Serials Dept. Hoover Institution Library Stanford University Stanford, CA <rsinha@STANFORD.EDU>