Case Study: Delivery Improvement Group

As part of its charge, the Shipping and Delivery Service Improvement Group (known as the Delivery Improvement Group or DIG) was asked to "clarify the vision for quality shipping and delivery services in the Yale University Library," and to "understand the current 'as is' processes." The charge also asked the group to "solicit and review internal assessment data, including feedback from customers and providers of the services." Focus group interviews seemed a logical way to address the second part of the charge.

Yale University Library delivery service managers (Manager, Shipping and Receiving and Manager, Library Shelving Facility) were asked to identify their key customers. Email invitations were sent to the managers of these departments asking them to identify participants for the focus groups.

Thirteen customers were invited to provide their perspective on the current state of delivery of materials within the library system, trends they anticipate in the future, and their ideals of delivery services. Two focus groups were held in August 2001 during work hours. Nine participants attended the first session; four the second.

Preparation:
A number of books in the Yale University Library collections were useful in preparing to lead the focus group. Especially helpful was:
Focus groups for libraries and librarians / Beryl Glitz.
New York, NY : Forbes, c1998.
SML, Stacks: Z678.88 G65 1998 (LC)

Key to a successful focus group is a targeted statement of purpose. For this focus group, the purpose was:

• To assess "as is" state of current delivery services-Eli Express, US mail, UPS, LSF, etc.
• To learn more about the shipping and delivery needs of various units of the library.
• To learn more about trends in the use of shipping and delivery.

We used a small handheld tape recorder with a tape that lasted 45 minutes and was flipped once.

see: sample questions for a focus group (.doc format)
see: sample collection of data from a focus group (.doc format)

© 2007 Yale University Library
This file last modified 10/31/02
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