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Overview about Balanced Scorecard

Translating Strategy into Action

The Balanced Scorecard (BSC)

Components of the Scorecard

  • Is a representation of the organization's shared vision

  • Clarifies and communicates this vision to mobilize and focus the organization

  • Provides a quick, but comprehensive, picture of the organization's health and success

  • Measurements of performance indicators, based on library objectives

  • Reflecting the organization's mission and strategies

  • Evaluating current performance and potential for the future

The scorecard measures are "balanced" into four areas:

User Perspective

How can we fulfill user expectations?

  • Customer ratings in our periodic surveys

  • Use of materials

  • Turnaround time for patron requests

Finance Perspective

How can we secure and use resources in an effective way?

  • Cost per use of purchased materials

  • Revenue from state and private sources

  • Library expenditures as a proportion of University expenditures

Internal Process Perspective

How should we organize internal processes to meet user needs and expectations?

  • Throughput times for making materials available

  • Satisfaction ratings from internal surveys

  • Quality of physical infrastructure

Learning/Growth Perspective

How can we secure the future capability of our services?

  • Staff training outcomes

  • Measure of job satisfaction and salary competitiveness

  • Progress in staff diversity

  • Indicators of growth in our digital environment


University of Virginia Library
PO Box 400113, Charlottesville, VA 22904-4113
ph: (434) 924-3021, fax: (434) 924-1431, library@virginia.edu

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