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Yale University Library
Service Quality
Improvement Council
Yale University Library
Service Quality Improvement Council
Meeting Minutes
January 15, 2004
1-2:30 pm
SML 409
Attending: Danuta Nitecki, Fred Martz, David Stern, Carol Jones, Mark
Gentry, Ellen Hammond, Diane Turner, Pam Mouzon, Robert Killheffer
Absent: Susan Crockford-Peters, Alan Solomon
ANNOUNCEMENTS
1.
A review and revision of the Service Quality Improvement Council web
site is underway, with new sub-pages, and a new "local initiatives"
section which will highlight our recent initiatives (beginning with
the PowerPoints describing Borrow Direct and ELI Express improvements
from the recent Public Session).
2. SQI Awards Committee chair, Jan Glover reports that efforts are
on track for the Feb24th, 2pm reception. A suggestion was made to make
the application forms Word documents for easier submission in the future.
3. Customer Service Forums: Q-TIPS update
The planning group [Sue Burdick, Marybeth Bean and Danuta Nitecki] are
working to offer periodic front-line service support group sessions.
A survey was done to identify topics of interest to staff and there
was significant response. Most requested topics included Handling Angry
Patrons (to be scheduled in February) and Awareness of the Customer
(possibly to be offered in April). More details to follow soon.
4. Workstation Use Policies - update postponed as Alan was not present
Working group to develop some alternatives for enforcing our appropriate
use policies for public workstations has been formed.
5. David will invite the following people to come to the next meeting:
Sue Lorimer -- to discuss Ask!Live
Charlie Greenberg -- to discuss RefWorks
Mike DiMassa -- to report on ELI EXPRESS Process Improvement initiative
NEW BUSINESS
I. Outside Initiatives Review
1. Media Service policy document drafted by Tobin Nellhaus was revised
and approved by unanimous vote.
These service support expectations now need to be presented to LMC for
review and a discussion of support requirements. Once adopted by LMC,
Danuta offered her office will create a public web page for mounting
the statement on the Library web site. The SML Media Services Implementation
Group will be invited back to SQIC in June to report on their experiences
and findings that may be applicable as other units begin considering
implementation plans. At that time SQIC will review the best approach
for long-term management and coordination of this media support plan.
II. Forums (to raise cultural awareness of SQ and to begin expansion
of this approach)
1. "Public" Services Forum-topics and schedule
A. The recent public session about the two process improvement initiatives
[ELI Express and Borrow Direct] was a success, with approximately 30
attendees.
We will mount the web presentations and ask for comments from attendees.
B. Ideas for future sessions were identified and discussed:
We need to identify what are our immediate goals and measures of success
are -i.e. how will we know that we have succeeded in raising the cultural
awareness of service quality improvement as a management approach?
We also need to consider targeting specific populations of staff for
quick impact.
(This may tie into identifying likely candidates from our ongoing service
reviews. What does this sentence mean….I don't know what reviews
you are referencing?)
Specific ideas for program topics included:
· The "Selection through Acquisitions" Process Improvement
Initiative, summarizing what staff learned about the process and creativity
tricks/tips for others to adopt;
· Assessment and Measurement (upcoming revisions in the ARL statistics
reports might be a trigger to review how data are collected and how
to improve the approach);
· Web log analysis;
· Learning from our early experiences (in-house folks and consultants);
· Best practices - how to discover them and what importance do
they have to quality improvement?
©
2004 Yale University Library.
Last modified March 4, 2004.
Send comments about this web site to the library web administrator at
Library Administrative Services.
This file is located at http://www.library.yale.edu/Administration/SQIC.html
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