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ERIC Number: EJ901955
Record Type: Journal
Publication Date: 2006
Pages: 14
Abstractor: As Provided
Reference Count: N/A
ISBN: N/A
ISSN: ISSN-0033-0337
Improving Self Service the Six Sigma Way at Newcastle University Library
Kumi, Susan; Morrow, John
Program: Electronic Library and Information Systems, v40 n2 p123-136 2006
Purpose: To report on the collaborative project between Newcastle University Library and 3M which aimed to increase self-issue levels using six sigma methodology. Design/methodology/approach: The six-month long project is outlined and gives an insight into the process improvement methodology called six sigma. An explanation of why we ran the project is given and the Define, Measure, Analyse, Improve, Control (DMAIC) phases of the six sigma are described. Findings: Outlines the long and short term measures which were needed to improve the self-issue service. Practical implications: Useful source for other libraries who may wish to improve their self-issue levels. It is also useful for those who are interested in the use of six sigma in the service sector, more specifically in an academic library. Originality/value: It was a unique project in that it was the first time 3M had collaborated with a UK academic library on a six sigma project and the first time Newcastle University Library had engaged in this type of process improvement exercise. It shows how in working objectively together both parties improved the self-issue service in a systematic way.
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Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: United Kingdom (Newcastle upon Tyne)