Christa,

We have time limits set for check-in, ordering, updates to records, and
paying bills.  The time limits are in terms of days -- usually 3 business
days for a good performance rating and 1 business day for an excellent
rating, but there are variables specified for large shipments, lengthy
invoices, etc.

The main parameter on claiming here is that it is to be done weekly for
periodicals and monthly for standing orders.  Updates needed to check-in
records or bib records as a result of responses to claims would fall under
the time requirements for updates.

It seems to me that the important things under an employee's control for
claiming would be: 1) frequency -- that the process is executed on a
required schedule and 2) quality -- that issues or titles needing
attention aren't slipping through the cracks (which could be translated
into an error rate if you must quantify quality at your institution).
Like Reeta, I also use system reports to spot things that need attention.

I hope this helps you!

Lauren

Lauren Corbett
Serials Services Librarian
Perry Library
Old Dominion University
Norfolk, VA  23529-0256
Ph: (757) 683-4144
Fax: (757) 683-5954
<lcorbett@ODU.EDU>

Christa Easton wrote:

Back in October, Donnice Cochenour posted a question to the
list regarding check in rate.  In preparing for Stanford's
performance management, I am finding myself at a loss for
performance measures.  I'm curious to know how other
serials departments judge the performance of their staff
for ordering and claiming.

Since we all have different operations, I am curious about
the units that folks use, rather than a particular
standard.  For example, for check in it might be "X pieces
per hour with error rate at or below X."

I'm wrestling with claiming in particular.  Pure output
does not seem like a good idea, since discretion can be
the better part of valor in many cases.  If we set a turn
around standard, we might run into trouble with vendors
because some branches can be a bit...eager in their
requests for claims.

I am sure that people out there have been able to develop
more subtlety in these measures, and I'm eager to hear
from you.

Christa
----------------------
Christa Easton
Coordinator, Serials Group and
Government Document Serials
Stanford University Libraries
Stanford, CA 94305-6004
(650) 723-7907
(650) 723-4775 (fax)
ceaston@stanford.edu