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Quality measures like performance indicators and user satisfaction surveys are in widespread use in libraries and have been described in handbooks and ISO standards. Libraries using the same measures repeatedly can identify gaps and failures in their service delivery. But in many cases it will be difficult to interpret the measurement results in an individual library without a background of results in other libraries. Therefore, groups of libraries have tried to find consensus on measuring instruments like performance indicators or user surveys that can be used for benchmarking on a national or regional scale. Such projects have been started in the last decade by public libraries as well as academic libraries. In several of these projects, the performance indicators are organised according to the Balanced Scorecard, a concept originally developed for the commercial sector The Balanced Scorecard , translates'the planning concept of an institution (mission, strategic vision and goals) into a system of quality indicators that covers all important perspectives of performance: finances, users, internal processes, learning and growth. The paper describes benchmarking projects and the influence of the Balanced Scorecard concept and - by examples - tries to prove the usefulness of benchmarking data for quality management.

BENCHMARKING IN THE FORM OF PERFORMANCE INDICATORS AND BALANCED SCORECARD