MANAGING SERVICE QUALITY WITH THE BALANCED SCORECARD

Traditionally, libraries have collected statistical data about their collections, acquisitions, lending, and inter-lending activities. In time, the number of statistics was enlarged and differentiated, and in many cases, it now comprises several hundred data points. These range from the number of incunabula or microforms in the collection, the expenditure on preservation or buildings to the number of issues made, claims and reservations placed or visits made to exhibitions and special events. These statistics are, for the most part, collected nationally, but libraries also tend to collect additional statistics, (e.g. for special tasks and activities like legal deposit right, special collections, or services for special user groups).