Metrics and management: applying the results of the balanced scorecard

The paper reviews the balanced scorecard's first year of operation at the University of Virginia Library. It focuses on outcomes, offering answers to some basic questions. How were the results used? What was done to address shortfalls? Were successful metrics and their targets revised? What changes were made to the overall suite of metrics? Has the scorecard improved the organization? The paper serves as a case study in the use of the balanced scorecard in an academic library, and informs the audience of the strengths and weaknesses of this management tool.