ORBIS Replacement Business Criteria Work Group Environment Statement
In reflecting on the anticipated purchase and implementation of a new Library Management System (LMS), Yale University Library (YUL) recognizes two important facts:
In an effort to provide a framework for discussion, we cast the Yale-LMS vendor relationship into the following three areas:
Additionally and intuitively we feel that the complexion of the company (the numbers and staffing ratios in sales, support, development, project management, etc.) is a key ingredient to all three of the areas mentioned above.
To better understand and evaluate the potential for success and the suitability of a long-term business relationship, YUL invites vendors to respond to and comment upon the following:
While we feel that all three areas are significant, it is inarguable that the planning and implementation phases will shape and color YULís perceptions of the LMS long after we have gone live. Numerous resources and tasks will play critical roles in the success or failure of the implementation. Included in the list are items such as project planning, system and user documentation, system and user training, data conversion. Depth and breadth of expertise and experience, as well as a demonstrated commitment to quality and quality control are key components to all of the items that will eventually fill out our list.
YUL expects a serious commitment for support from the LMS vendor. Support would include support for systems as well as support for training. Indicators to the success of support efforts would be revealed in details regarding:
Availability and variety of support
Modes of delivery for support
Intended audiences and levels of support
Problem tracking and problem escalation mechanisms
The existence, structure and role of User Groups
As noted above, demonstrated expertise, experience and commitment to quality and quality control are key components to all of these items.
The ongoing enhancement of a system and the willingness and ability of the vendor to respond to customer needs are critical ingredients in any automated environment. The pace and timing of updates and new releases, as well as the vendorís attention to testing and quality control will have considerable impact on the operations and services at YUL. The vendorís past performance, current practices and strategies for the future will provide important evidence of the robustness, reliability and viability of the vendor and the vendorís product.
Additionally, the fact and nature of vendor-client and vendor-vendor development partnerships give evidence of the level of interest and commitment the vendor has in our specific marketplace.