| Knowledge economy has brought opportunities and challenges to the library. University libraries have carried out the advanced service to meet the increasing information needs of users. The original library performance evaluation systems can not fully reflect the service level of university libraries. In the new period, it is necessary to introduce a new scientific evaluation system to reflect the level of knowledge service of university libraries comprehensively and objectively.Balanced Score Card (BSC) is organizational performance management originated in the field of enterprise. It was considered to be one of the most influential management tool for75years. The advantage of this model is that it has broke the past performance evaluation methods which rely on single static indicator. By adding the prospective and dynamic factors such as business processes, customers and learning, it fully reflect the operation of the organization. BSC also emphasizes the importance of quantitative indicators for performance assessment. To introduce the quantitative indicators into the performance evaluation of library organization will renew the ideas of library evaluation and promote library performance evaluation methods to be dynamic, comprehensive and scientific.The paper reviews the theoretical study and practical experience of knowledge service performance evaluation in both of the domestic and international university libraries. The study analyzes the content and mode of library knowledge service, also demonstrates the feasibility of BSC in library knowledge service performance evaluation considering the content and features of BSC. On the basis of corresponding adjustments to the index system, we design a preliminary index system for performance evaluation of knowledge service in domestic university libraries.This study combines qualitative and quantitative research methods. Firstly, we use expert scoring method and questionnaire to obtain the original data. Then we use the AHP and fuzzy comprehensive evaluation method to quantify indicators. Finally, a systematic and operable system for knowledge service evaluation in university library has been built.The paper contains six chapters:the first chapter serves as a preface, the second chapter introduces the research situation of performance evaluation of knowledge service in university libraries at home and abroad, the third chapter introduces the theories and content of knowledge service and BSC, the fourth chapter establishes the system of evaluation of knowledge service in university libraries, the fifth chapter taking Shandong University library as a study case, the sixth chapter serves as summary and outlook for the research.The purpose of this study is to find an objective, scientific and operable method for the performance evaluation of knowledge service in university libraries. The research also enable the libraries to analyze all aspects of the work and targeted improve the business in order to enhance the ability to provide knowledge service to library users. |
