Balanced Scorecard at UVa Library

• 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

How can we fulfill user expectations?

• Customer ratings in our periodic surveys

• Use of materials

• Turnaround time for patron requests

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

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

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