Library Process Management

Brian Harlan, Ph.D.

Director, Access ServicesUniversity of Southern California

Los Angeles

Quality Management

Elements of Quality Management• Effectiveness• Efficiency

Aspects of “quality” in Total Quality Management

• Quality of return on Stake holder's investment• Quality of products and services• Quality of life for employees

Business Process Management

Complications with the definition of Business Process Management

• BPM has become nearly synonymous with BPM Systems • BPM is somewhat stigmatized by its relationship to Business

Process Reengineering

Balanced Score Card

Business Process Reengineering Measures

• Cost

• Quality

• Service

• Speed

Balanced Scorecard Measures

• Financial

• Process

• Customer

• Innovation

Baldrige Education Criteria for Performance Excellence

Leadership

Process Management

Workforce Focus

Strategic Planning

Student, Stakeholder, and Market

Focus

Results

Measurement, Analysis, and Knowledge Management

USC Libraries Workflow Analysis Project

USC Libraries Workflow Analysis Project

USC Libraries Workflow Analysis Project

Library Process Management

Process Management activities balance workforce and stakeholder satisfaction in a one-to-one relationship

One CustomerOne Customer One WorkforceOne Workforce

Library Process Management

Simplified process management measurement categories

• Quality (measured by stakeholders)• Efficiency (measured by workforce)

Process Modeling Benefits

• A context for measurement to facilitate efficiency and quality

• Representations on multiple levels to ensure user orientation, process completeness, and performance improvement

• Documentation to establish systemic institutional knowledge, which can be shared with stakeholders

• Opportunities for the sharing of best practices with other departments or with other organizations, and for repurposing internal steps and measure

• Opportunities for simulation to inspire innovation