1. Balanced Scorecard
“Puyallup Public Library, as an innovative information center, provides excellent service to all in their pursuit of information, knowledge, and personal enjoyment.”

2. Translating Mission, Vision and Strategies into Balanced Scorecard
Perspectives
Public Value = Community Outcomes
Customer Perspective = Service & satisfaction
Internal Processes = Productivity
Learning & Growth = Staff skills & working environment
Financial = Accountability & value

3. Balanced Scorecard RESULTS Management Decisions
BALANACED SCORECARD
Financial Costs
Management Decisions
Customer Perspective
Public Value and Benefit
RESULTS
High Performing Organization
Sustained Results
Financial Stability
Stakeholder Trust
A good performance management system starts with a scorecard with real time data that is reviewed on a regular basis by the management team. Management then used the data to frame decisions. The data does not completely replace common sense and understanding the current climate and viability of some actions – but the decision will be made using the data to understand the risks and potential for improvement.
Internal Processes
Learning and Growing  3 3

4. Public Value and Benefit
Goal
Measurement:
3 Year Target:
Reviewed:
1. Customer receives value from programs and services:
Users who feel that the library improves their quality of life:
90% Satisfaction
Annually
Amount of money saved by households annually by using the library:
$300.00
Users who believe the Summer Reading Program helped their children’s reading ability when school resumes:
Fall
Users who find the materials and services they want from the library:
95% Satisfaction

5. Customer Perspective Goal Measurement: 3 Year Target: Reviewed:
1. Provide innovative, effective programs & products that provide for intellectual and recreational growth:
Satisfaction with use of catalog:
95% Satisfaction
Annually
Number of days history room is open per month. 1
Quarterly
Adult attendance at educational and cultural programs:
30% Increase
Check-out rate of promoted materials:
50% Increase
Circulation of children’s picture books on play days:
25% Increase

6. Internal Processes Goal Measurement 3 Year Target: Reviewed:
1. Evaluate and adopt efficient and cost effective processes.
Circulation completed using self-checkout:
90%
Quarterly
Percentage of all material restocked within 48 hours:
Time it takes to deliver purchased requests to users:
35% Faster
2. Promote services/ programs strategically and effectively.
Percentage of card holders who sign up for newsletters:
10%
Percentage of attendees who heard of programs by TV:

7. Learning and Growing Goal Measurement 3 Year Target: Reviewed:
1. Create and support an environment where staff is encouraged to continually learn and grow.
Number of established training goals met:
90%
Annually
2. We will foster innovation and creativity:
Employee satisfaction with how the Library fosters innovation and creativity:
( ? )
Number of employee ideas implemented for testing:
2 Per Month
Quarterly

8. Financial Cost Goal Measurement 3 Year Target: Reviewed:
1. Cost effective operations:
New materials donated to the Library:
$500 Per Year
Quarterly
Dollars from gifts, grants and memorials:
30% Increase
Vendors participating in the acquisition system:
80%
Reduction of energy consumption:
( ? )
Users who are assisted by Library signage.
Annually
Per capita spending on library materials:
State Average