论基于KPI的公共图书馆参考咨询服务绩效管理体系的构建——以新加坡李光前参考图书馆为例  

Construction of KPI Based Performance Evaluation System on Reference Services in Public Libraries——A Case Study of Lee Kong China Reference Library,National Library of Singapore

作　　者：肖卫飞 潘瑛瑛 刘娟 

机构地区：[1]苏州独墅湖图书馆信息服务中心 [2]苏州独墅湖图书馆

出　　处：《图书情报工作》2013年第8期46-50,共5页Library and Information Service

摘　　要：以新加坡李光前参考图书馆为例,重点介绍其绩效管理体系以及评估参考咨询服务的关键绩效指标。通过分析我国公共图书馆参考咨询服务构建绩效管理系统的必要性,结合绩效管理体系构建的前提、方法等,应用平衡计分法从财务、专业服务、内部管理以及团队发展4个维度,提出我国公共图书馆参考咨询服务绩效管理体系以及绩效评估的关键指标体系(KPI)。Take Singapore Lee Kong Chian Reference Library as an example, the article introduces performance evaluation system and key performance indicators. It shows the necessary of constructing the performance evaluation system for reference services in public libraries. Considering the system＇ s construction basis and methods, the author applies the principle of balanced score card , analyzes the key performance Indicators in four dimensions including finance, professional services, internal management, team development, and attempts to build reference services performance system for Chinese public libraries.

关 键 词：参考咨询 关键绩效指标(KPI) 李光前参考图书馆(LKCRL) 新加坡 绩效评估 平衡记分法 

分 类 号：G258.2[文化科学—图书馆学]