Performance Management in Academic Libraries: A Balanced Scorecard Approach for Digital Services

Abstract

The purpose of this article is to demonstrate how the Balanced Scorecard could be used as a performance management tool in academic library digital services at a large multi-campus University in Ghana, the University of Education, and Winneba. Despite the fact that it was initially designed for private sector commercial organisations, the Balanced Scorecard has been found useful by non-profits such as libraries. The study demonstrates the contribution of digital library services to the strategic goals of universities by aligning strategic digital library initiatives to the four Balanced Scorecard perspectives which are: customer; finance; internal processes; and learning and organisation. The study is expected to contribute to efforts at finding strategic measures to sustain digital library services in academic libraries.