| 1st Oct 2010 - 31st July 2011 |
1st August 2011- 31st January 2012 |
Did we meet the target? |
Measure and target |
Exception Report, where applicable |
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2 Library Collections (i): purchase of information resources |
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Yes |
80% of priority materials are added to stock within 16 weeks of receipt of the request. |
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Yes |
80% of standard materials are added to stock within 20 weeks of receipt of the request. |
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3 Library Collections (ii): reading lists, loan periods and withdrawing of stock |
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Yes |
95% of printed coursepacks and eoffprints will be supplied within 6 weeks of the request being received in Resources Team. |
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No
97% |
The first 4 weeks of a reading list will converted into a resource list and be made available to students within 4 weeks of the reading list being received in Resources Team or by the start of semester. |
The length of the list and it being received close to start of semester can contribute to target not being met. |
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No
99.7% |
…the remaining list will be completed within a further 4 weeks or by the end of week 4 of semester. |
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5 Star, the library catalogue and associated self service functions |
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Yes |
99% availability |
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7 Enquiry Services |
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Yes |
Telephone and email enquiries will be responded to within 3 working days of receipt. |
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8 Lending Services |
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No,
61% |
90% of returned items will be re-shelved within 2 working days. |
Improvements made in our processes in Dec 2011. Extra staff in place over exam periods. LEAN review to be undertaken. |
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Yes |
IN SEMESTER 60% of all requests will be available for collection within 5 working days…. |
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Yes |
..and 90% within 10 working days of the request being placed. |
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Yes |
IN VACATION 60% of all requests will be available for collection within 10 working days. |
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Yes |
..and 90% within 15 working days of the request being placed. |
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9 Access to Study Space |
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Yes |
Site libraries will be available for 99% of posted opening times. |
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10 Self-service Photocopying |
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Yes |
95% of all photocopier hours will be available at each site. |
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11 Document supply and inter-library loans |
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No,
87% |
90% of requests for copies of documents will be supplied within 5 working days… |
Issues if the BL cannot satisfy the request. |
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No,
92% |
…and 95% within 10 working days of the request being placed. |
Issues if the BL cannot satisfy the request. |
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No,
55% |
70% of requests for monographs will be supplied within 5 working days… |
Issues if the BL cannot satisfy the request. |
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No,
78% |
…and 80% within 10 working days of the request being placed. |
Issues if the BL cannot satisfy the request. |
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No,
75% |
For material available in the Library, 95% of requests for copies of documents or monographs will be supplied within 2 working days of the request being placed. |
9 of 13 failures are due to the document not being at the site requested. Extra temporary staff in place at the IC. To be reviewed. |
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13 Assistance for customers with additional support requirements |
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Yes |
Requests to make an appointment to visit the Library in person and receive assistance in using the services will be responded to within 2 working days. |
Will not appear on future reports. |
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14 Special collections |
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Yes |
To have material available for requesters within 30 minutes when the Special Collections Office is open or within half a day when service is provided from the main Counter. |
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15 Customer feedback |
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Yes |
Feedback from users will be responded to within 5 working days. |
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