Benchmarking academic libraries: an Australian case study

Margaret Robertson - Research and development officer and benchmarking co-ordinator Queensland University of Technology Library
Isabella Trahn - Senior librarian (resources management) Division of Information Services University of New South Wales

Abstract
Using a process improvement concept of benchmarking, Queensland University of Technology (QUT) Library compared its acquisitions and cataloguing, document delivery and research support services with those of the University of New South Wales Library. The paper discusses experience and outcomes from the point of view of the benchmarking proposer and the partner, in turn. The results were a catalyst for change in some areas at QUT. Benchmarking places great demands on staff at both proposer and partner organisations to understand concepts and process and to provide information, and an organisational framework is desirable for both proposer and partner. Great care in interpreting information is necessary. The use of common output and performance measures facilitates benchmarking, and continued development of these by academic libraries is essential for it to be a useful tool for process improvement.