Visit a library (for example, a university library) and consider how it could start a performance measurement programme which would enable it to judge the effectiveness with which it organizes its operations. Probably the library lends books on both long-term and short-term loans, keeps an extensive stock of journals, will send off for specialist publications to specialist libraries, and has an extensive online database facility.

● What measures of performance do you think it would be appropriate to use in this kind of operation and what type of performance standards should the library adopt?