Chapter Nine

An Overview of Key Performance Indicators

Abstract

The specific focus of this chapter is performance indicators and key performance indicators (KPIs). The different characteristics and attributes of performance indicators, key performance indicators, results indicators, and key results indicators are introduced. Similarly there is discussion around where libraries could use KPIs as opposed to quality or customer service standards and the chapter attempts to break down the different settings in which each can be used. The chapter includes ‘best practice tips’ for KPI usage in libraries.

Keywords

Libraries; Performance measurement; Key performance indicators (KPIs); Statistics; Standards

9.1 Is a KPI Not Just a Statistic?

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