Library Technical Services Process Improvement Based on LEAN
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1 Library Faculty Presentations Library Faculty/Staff Scholarship & Research Library Technical Services Process Improvement Based on LEAN Richard J. W. Zwiercan University of Nevada, Las Vegas, Cyrus Zarganj Ford University of Nevada, Las Vegas, Greg W. Voelker University of Nevada, Las Vegas, Follow this and additional works at: Part of the Library and Information Science Commons Repository Citation Zwiercan, R. J., Ford, C. Z., Voelker, G. W. (2012, June). Library Technical Services Process Improvement Based on LEAN. Presentation at American Library Association Annual Conference, Anaheim, CA. Available at: This Presentation is brought to you for free and open access by the Library Faculty/Staff Scholarship & Research at Digital It has been accepted for inclusion in Library Faculty Presentations by an authorized administrator of Digital For more information, please contact
2 Library Technical Services Process Improvement Based on LEAN American Library Association Annual Convention - Anaheim, CA Saturday, June 23rd, 2012 June 23, 2012 ALA / ALCTS Anaheim 1
3 Richard Zwiercan, Interlibrary Loan Operations Supervisor Cyrus Ford, Special Formats Catalog Librarian Greg Voelker, Stacks Supervisor June 23, 2012 ALA / ALCTS Anaheim 2-R
4 Introduction Lean Thinking is to see and eliminate Muda waste which is essentially any activity in which absorbs resources but creates no value. 8 Types of Waste Defects Overproduction Waiting Non-Utilized People Transportation Inventory Motion Extra Processing June 23, 2012 ALA / ALCTS Anaheim 3-R
5 How do we eliminate those wastes? June 23, 2012 ALA / ALCTS Anaheim 4-R
6 Five Principles of Lean 1. Value specified by the customer/end user 2. Value Stream value adding activities 3. Flow sequence of actions 4. Pull just in time 5. Perfection continuous improvement June 23, 2012 ALA / ALCTS Anaheim 5-R
7 1. Value Specified by the customer: where meaning is express for a specific good or service, while delivering highest of quality at the lowest possible cost. 2. Value Stream (VS) Identify a set of activities required to produce a good/service from conception to delivery that creates specified value and eliminates waste. June 23, 2012 ALA / ALCTS Anaheim 6-R
8 Rush/Replacement & Firm Orders Customers: Subject Liaisons (librarians) & library users (i.e. faculty, students, staff) Good/Service: Rush/Replacement Orders (2-4 days) Firm Order (5-10 days) 100% Complete/Accurate June 23, 2012 ALA / ALCTS Anaheim 7-R
9 Value Stream Current State VS Manager June 23, 2012 ALA / ALCTS Anaheim 8-R
10 Value Stream Current State Computer Version June 23, 2012 ALA / ALCTS Anaheim 9-R
11 Value Stream Current State Errors June 23, 2012 ALA / ALCTS Anaheim 10-R
12 Value Stream Current State Shipping June 23, 2012 ALA / ALCTS Anaheim 11-R
13 Value Stream Current State Information Flow Lead Time/Processing Time Material Flow June 23, 2012 ALA / ALCTS Anaheim 12-R
14 Value Stream Current State Do we create value for the customer? Value Desired Value Stream: Current State Value Creating? June 23, 2012 ALA / ALCTS Anaheim 13-R
15 Next Step: Establishing a Future State June 23, 2012 ALA / ALCTS Anaheim 14-R
16 3. FLOW All steps required proceed through the value stream in a continuous flow without: backflow, scrap, and/or stoppages. Media Process in BMS Process Redesign Flowchart Travelers June 23, 2012 ALA / ALCTS Anaheim 15-C
17 Process Redesign Madison, D. (2005). Process mapping, process improvement, and process management. Chico, CA: Paton Press LLC. June 23, 2012 ALA / ALCTS Anaheim 16-C
18 As-Is Flowchart: Media Process in BMS June 23, 2012 ALA / ALCTS Anaheim 17-C
19 June 23, 2012 ALA / ALCTS Anaheim 18-C Traveler
20 New Flowchart: Media Process in BMS June 23, 2012 ALA / ALCTS Anaheim 19-C
21 June 23, 2012 ALA / ALCTS Anaheim 20-C Flowchart: Comparison
22 4. PULL Tasks are taken by employees when they are ready for more work. Eliminate Scheduled Tasks Prioritized list of daily tasks Next person does next task Reduce inventory/waiting June 23, 2012 ALA / ALCTS Anaheim 21-G
23 5. PERFECTION All activities along a value stream create value. Shelving Accuracy Tracking Main purpose of Stacks How do we add value for users? June 23, 2012 ALA / ALCTS Anaheim 22-G
24 Establish the goal. Design method to track data. Phase-in new procedures. June 23, 2012 ALA / ALCTS Anaheim 23-G
25 SHELVING ACCURACIES GOAL is 100% January Shelved Correct % % % 93.75% % % 93.75% 93.75% % #DIV/0! 92.86% 93.75% #DIV/0! 96.79% February Shelved Correct % % 93.75% #DIV/0! #DIV/0! #DIV/0! 93.33% % 86.67% % #DIV/0! 87.50% 93.75% 94.40% March Shelved Correct % % 87.50% 93.75% % #DIV/0! #DIV/0! #DIV/0! % #DIV/0! #DIV/0! #DIV/0! #DIV/0! 96.25% 4 in a row! 4 in a row! April Shelved Correct % % % #DIV/0! % #DIV/0! % 80.00% % % % 81.25% #DIV/0! 95.68% 5 in a row! 5 in a row! May Shelved Correct % % % #DIV/0! % #DIV/0! % % % #DIV/0! % % #DIV/0! % 6 in a row! 6 in a row! Spring 2012 Average 96.65% % 96.20% 93.75% % % 96.83% 93.65% 97.40% % 97.73% 90.63% 93.75% June 23, 2012 ALA / ALCTS Anaheim 24-G
26 DATA FOR INITIAL AS-IS STATE % 99.00% 98.00% 97.00% 96.00% 95.00% 94.00% 93.00% 92.00% 91.00% 90.00% 89.00% 88.00% 87.00% 86.00% 85.00% Aug-2010 Sep-2010 Oct-2010 Nov-2010 Dec-2010 Jan-2011 Feb-2011 Mar-2011 Apr-2011 June 23, 2012 ALA / ALCTS Anaheim 25-G
27 Assess first round of data Why was goal not attained? Implement new idea: Incorporate Shelf-reading June 23, 2012 ALA / ALCTS Anaheim 26-G
28 RESULTS AFTER FIRST REVISION % 99.00% 98.00% 97.00% 96.00% 95.00% 94.00% 93.00% 92.00% 91.00% 90.00% 89.00% 88.00% 87.00% 86.00% 85.00% June 23, 2012 ALA / ALCTS Anaheim 27-G
29 Assess second round of data Why was goal not attained? Implement new ideas: Better training Reduce Batch Size June 23, 2012 ALA / ALCTS Anaheim 28-G
30 RESULTS AFTER SECOND REVISION % 99.00% 98.00% 97.00% 96.00% 95.00% 94.00% 93.00% 92.00% 91.00% Monthly Cumulative 90.00% 89.00% 88.00% 87.00% 86.00% 85.00% June 23, 2012 ALA / ALCTS Anaheim 29-G
31 If I find 10,000 ways something won't work, I haven't failed. I am not discouraged, because every wrong attempt discarded is often a step forward... Thomas A. Edison June 23, 2012 ALA / ALCTS Anaheim 30-G
32 June 23, 2012 ALA / ALCTS Anaheim 31 QUESTIONS?
33 REFERENCES Madison, D. (2005). Process mapping, process improvement, and process management. Chico, CA: Paton Press LLC. Rother, M., & Shook, J. (2009). Learning to see: Value-stream mapping to create value and eliminate muda (version 1.4). Cambridge, MA: Lean Enterprise Institute. Womack, J. P., & Jones, D. T. (2003). Lean Thinking: Banish waste and create wealth in your corporation. New York: Free Press. June 23, 2012 ALA / ALCTS Anaheim 32
34 CONTACT INFO Richard Zwiercan Cyrus Ford Greg Voelker June 23, 2012 ALA / ALCTS Anaheim 33
35 SURVEY LINK June 23, 2012 ALA / ALCTS Anaheim 34
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