The importance of the stakeholder in performance measurement: Critical processes and performance measures for assessing and improving academic library services and programs

Abstract

This Delphi study identified the critical processes and performance measures of quality that can serve as a framework for new measures for assessing quality in academic library services and programs. These critical processes and performance measures were developed utilizing the structure and criteria of the Malcolm Baldrige National Quality Award's 1999 Education Criteria for Performance Excellence. A panel of experts from the library profession was selected to participate in a Delphi panel to determine the importance of a list of critical processes and performance measures relevant to measuring quality in academic libraries. The processes and performance measures were identified through a review of the literature and in consultation with a review panel of professional librarians. The results of the study showed that a student, faculty, and stakeholder focus was the most important aspect of academic library programs and services for ensuring quality.