ISO INTERNATIONAL STANDARD 11620 Fourth edition 2023-06 Information and documentation Library performance indicators Information et documentation - Indicateurs de performance des bibliotheques Reference number ISO 11620:2023(E) osi IS02023 IS0 11620:2023(E) COPYRIGHT PROTECTED DOCUMENT @ISO2023 All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on or ISo's member body in the country of the requester. ISO copyright office CP 401 · Ch. de Blandonnet 8 CH-1214 Vernier, Geneva Phone: +41 22 749 01 11 Email: [email protected] Website: www.iso.org Published in Switzerland i @ IS0 2023 - All rights reserved IS0 11620:2023(E) @ Contents Page Foreword ..iv Introduction. .. 1 Scope. ..1 2 Normative references 3 Terms and definitions. 4 Performance measurement .15 4.1 Quality management. 15 4.2 Performance measurement in quality management .15 4.3 Use of performance indicators. 16 4.3.1 General .16 4.3.2 Objectives of performance indicators 16 4.3.3 Selection of performance indicators. 16 4.3.4 Limitations of performance measurement .17 4.4 Performance measurement versus impact assessment .18 4.4.1 Objectives of the two approaches 18 4.4.2 Methods of the two approaches. 18 4.4.3 Possible “impact indicators" .19 5 Performance indicators in this document .20 5.1 General 20 5.2 Criteria for performance indicators 20 5.3 Descriptive framework 21 5.3.1 General 21 5.3.2 Balanced Scorecard approach 21 5.3.3 Indicator presentation 22 6 List of performance indicators for libraries ..23 Annex A (informative) Description of performance indicators ..28 Bibliography ..133 IS0 2023 - All rights reserved i IS0 11620:2023(E) Foreword Iso (the International Organization for Standardization) is a worldwide federation of national standards bodies (IsO member bodies). The work of preparing International Standards is normally carried out through IsO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be represented on that committee. International organizations, governmental and non-governmental, in liaison with IsO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization. The procedures used to develop this document and those intended for its further maintenance are described in the IsO/IEc Directives, Part 1. In particular, the different approval criteria needed for the different types of Iso document should be noted. This document was drafted in accordance with the editorial rules of the ISo/IEC Directives, Part 2 (see www.iso.org/directives). Iso draws attention to the possibility that the implementation of this document may involve the use of (a) patent(s). IsO takes no position concerning the evidence, validity or applicability of any claimed patentrightsinrespectthereof.Asofthedateofpublicationofthisdocument,Isohadnotreceived notice of (a) patent(s) which may be required to implement this document. However, implementers are cautioned that this may not represent the latest information, which may be obtained from the patent database available at www.iso.org/patents. IsO shall not be held responsible for identifying any or all such patent rights. Any trade name used in this document is information given for the convenience of users and does not constituteanendorsement. For an explanation of the voluntary nature of standards, the meaning of Iso specific terms and expressions related to conformity assessment, as well as information about Iso's adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www.iso.org/iso/foreword.html This document was prepared by Technical Committee ISo/TC 46, Information and documentation, Subc