Slide 16 of 36
Notes:
In determining what to benchmark, we have to look at some of the outputs that have been measured in the past. Libraries published what they owned, what they purchased, what they circulated, how many items where checked out, how many people used the library, etc.
But a work process is different. It is a series of inter-related activities. Let’s break a library operation into 3 distinct parts - public services, technical services, and management or administration. Within each part are many functions, and within the functional areas are separate processes.
