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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