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Yale University Library
Service Quality
Improvement Council
Yale University Library
Service Quality Improvement Council
Service Quality Improvement Council (SQIC)
February 19. 2003
3:10 p.m.
SML 411
Announcement
SQIC meetings will be held monthly rather than bi-weekly.
I. Quality Improvement consultants for ELI Express and process/workflow
in Acquisitions
§ Alan reported the need to demonstrate the application of service
quality principles. Danuta talked to the consultant about ways of improving
some aspects of Acquisition work and Eli Express. There will be a preliminary
discussion on Friday, February 21 for ELI Express and a meeting for
process/workflow in Acquisitions will be set up in April.
§ Danuta stated that Russ Wescott, a consultant from R.T. Wescott
& Associates offered to come to the meeting on Friday, free of charge
and discuss the analysis of quality improvement for ELI Express. Russ
has written a manual on Quality Improvement and will use it to coach
the Eli Express group. Members of the ELI Express group are: Danuta
Nitecki, Linnard Inabinet, Susan Burdick, Mike DiMassa, John Gallagher,
Carol Jones, Kim Raseman, Michelle Rubino, Alan Solomon and John Vincenti.
§ The initial group for Acquisitions will be Alice Prochaska, Danuta
Nitecki, Ann Okerson, Marcia Romanansky, and Alan Solomon. They have
met with the consultants, Paul Crotty, Odyssey Consulting, and Ed Domeracki
to discuss quality improvement processes for acquiring library materials.
Danuta noted that the consultants described their approach and helped
identify where we might best apply quality improvement techniques.
§ Danuta's objective is to have a successful demonstration of Quality
Improvement within a few months.
§ Alan suggested that Danuta be contacted if SQIC members wished
to join one of the SQ groups. Mark suggested that the Eli Express committee
should include representatives from all departments.
§ Danuta proposed a Summary Action Plan consisting of three tiers
of activities to improve service quality:
a. Tier 1 - to improve understanding and awareness of service quality
improvement applicability to the Yale University Library among managers,
administrators and stakeholders
b. Tier 2 - to train and empower quality improvement teams to make measurable
improvements that respond to customer and staff feedback
c. Tier 3 - to provide training activities for library staff in customer
service techniques
II. SQIC's role for the remainder of the fiscal year
§ Alan asked what is our role for the rest of the year regarding
quality improvement and what should we do in the future? Danuta said
that she has heard comments that service quality is doing well, so we
should not be so hard on ourselves. We have other groups that report
to us (e.g. Document Delivery, Public Interface) and we should invite
them to a future meeting to give us a report on what they are doing
to improve service quality.
Meeting adjourned at 4:10 p.m.
©
2001 Yale University Library.
Last modified December 18, 2003.
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