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Accuracy: Doing our best to provide correct information to everyone at all times. Responsibility: A dedication to being reliable and accountable. Values: Open and close building Place and release holds Sign materials in & out Update patron accounts Troubleshoot equipment Pardon fines/fees Take phone calls Explain reserves Handle complaints Shelve materials Read shelves Sign out and return ILLs Empty book drop Create brief MultiLis records Delete items/records Search and file discards Update student, faculty & community records Figure 1-6 Circulation system map of the SUNY–Cobleskill Van Wagenen Library.
1 = Very poor; this process frequently causes problems for customers and staff. Encourage everyone participating in the discussion to use the full range of ratings, from 5 to 1, in order to create the best separation among all the processes. It may be difficult for some to rate any process less than a perfect 5 for fear of offending the individuals who work in that process. Remind the group again that it is the condition of the process and not their own or other individuals’ work that they are rating.
Take advantage of up-to-date technology in library services and operations. B. Provide high-quality, efficient customer service. C. Develop staff expertise in support of the library’s mission. D. Support internal and external communications that help the library understand and respond to customer needs. E. Reexamine the role of reference service in the twenty-first century. F. Ensure the library’s future financial security. Key Success Factor A B C D E F Importance (A+B+C…) Order materials 0 0 0 3 5 3 11 Receive materials 0 0 0 3 5 2 10 Prepare DVDs for circulation 0 0 0 3 5 2 10 Process Weed materials 1 1 0 1 5 1 9 Select young adult materials 1 0 1 3 5 5 15 Check out materials 0 5 1 5 0 1 12 Check in materials 0 5 1 5 0 1 12 Shelve materials 0 3 1 5 5 1 15 Collect fines 0 3 0 5 0 1 9 Process new cards 0 5 0 5 0 0 10 Answer reference questions 1 5 4 5 5 3 23 Sign up for a computer 1 5 3 3 2 0 14 Train staff on new software 3 5 5 5 5 0 23 Create flyers 0 0 1 5 1 0 7 Proofread PR materials 0 0 0 5 0 0 5 Orient new staff 0 5 5 5 4 1 20 Send fine notices 0 5 0 5 0 0 10 TOTALS 7 47 22 61 47 21 Importance: Assign points by considering how important each process is to achieving each key success factor: 5 3 1 0 = = = = Process Process Process Process is very important to achieving the key success factor.
