Microcosm Group Vision: We provide continuous service quality improvement based on the needs of those we serve.

Objective A: To ensure that a relentless focus on high quality service is the norm for the YUL.

Objective B: To evaluate and improve continuously our services and performance based on the needs and feedback of our users and colleagues.

Taken from the Microcosim Group’s Report and their recommended immediate action to “empower the Service Quality Improvement Council to incorporate …recommended actions into its mandate,” the SQI Council proposes three tiers of activities to build the necessary foundation among staff of an understanding of quality improvement principles and of developed skills to implement them.

Tier 1 Activities: To improve understanding and awareness of service quality improvement applicability to the Yale University Library among managers, administrators and stakeholders.

Building on the Library’s achievements of the last 2.5 years, create a spring symposium on state of the art implementation and future potential of service quality for comparable research libraries within an academic setting. Preparation for this learning event will include planning, gathering of baseline information both from internal interviews and external research, recruitment & preparation of panel participants, and arranging the program. Follow the symposium with a Core Team reviewing application to YUL of ideas generated before and during this symposium, and articulating a set of strategic goals for service quality improvement at YUL that support the vision of ensuring a relentless focus on high service quality and its continuous improvement. After reconsidering resource requirements to implement this activity, the SQI Council and AUL decided to postpone mounting a major symposium and instead provided LMC with a short introduction to a process improvement approach in conjunction with another initiative.

Tier 2 Activities: To train and empower quality improvement teams to make measurable improvements that respond to customer and staff feedback.

Utilizing results of the 2001-2 Reader and Staff surveys, the SQIC identifies opportunities for making noticeable improvements that can be completed before fall 2003 semester. The AUL, with the Council’s advice, will activate up to 3 teams to learn the techniques of service quality improvement as they each plan, implement and monitor an improvement to address these opportunities. We project repeating this training to build a skills set among at least 10% of the Library staff within 3 years. Two improvement teams have been formed and activated. One is addressing the ELI Express service, defined as the Library support for readers to obtain requested delivery [or initiate return] of library materials between campus libraries. A second process improvement effort has begun with a team reviewing workflows to acquire library materials, with focus on books in SML, and making a business case for change. Consultants who are experienced and expert in quality and process improvement techniques are facilitating both initiatives. Results of both initiatives will be shared broadly with staff before the fall term.

Tier 3 Activities: To provide training activities for library staff in customer service techniques.

The AUL will provide one workshop and up 6 to 8 individual hour-long sessions on aspects of dealing with angry customers before the end of the fiscal year. Provide workshop training in customer services for 10% of the staff [60] each year afterwards. Work on this initiative has been postponed to the next fiscal year.

[summary by D. Nitecki, December 17, 2002, revised May 9, 2003]

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This file last modified 09/04/03
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