The applicability of the balanced scorecard to libraries and information centers: The case of Erzurum Technical Universtiy

Day by day development experienced in information services and technology have created both local and global competition for institutions. The libraries that are most affected by change are also in this race. It is necessary to develop products and services in order to be able to avoid similarities and to be preferable. There is no doubt that this way goes through self-control. Performance measurement models that bring a different perspective to the traditional management approach have emerged in order to determine and improve the success level of the institution. One of the reasons for the failure of libraries is undoubtedly not being given due importance to performance measurement. The study has investigated the applicability of the Balanced Scorecard performance measurement model, which was originally developed for private institutions and then implemented in nonprofit organizations, in libraries. Although this model is still very new approach in the field of libraries and information science in Turkey, at the basis of the understanding that libraries are also business services, it is thought that it is also be applicable in libraries. In the study, the concept of performance, performance measurement, features of performance measurement models, Balanced Scorecard (BSC) performance measurement model and dimensions, relationship between BSC and libraries, implementing BSC and creation of BSC performance table for ETU (Erzurum Technical University) are discussed. The aim of the study is to promote the BSC in terms of its availability in libraries and to demonstrate its applicability in libraries with the ETU Library sample. In this sense, it is thought that this study will lead to the future applications. The study was conducted by using the descriptive research design, among the qualitative research methods. The "reference screening" technique was used for the theoretical sections, the "interview technique" and the "observation technique" were used was application-specific data collection. The hypothesis that the "Adoption of a performance measurement model in ETU library is beneficial and necessary to increase the quality of service of the institution and to raise user satisfaction" was confirmed at the end of the study. It is foreseen that it may be difficult to implement it to the ETU Library due to the fact that both it is an unusual application and there is lack of a sample and lack of personnel. However, it is expected that it will increase the success of the institution because the university and its library are new as well as it is a model progressing within reason-result logic.