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Despite technologies, many basic library activities still lend themselves to analysis and improvement. Author Richard Dougherty provides numerous examples and easy-to-apply tools and techniques that can be used to analyze what libraries are doing, how they are doing it, and how much time is required to do it. These tools include block diagrams, check sheets, flow process charts, work-flow diagrams, flow charts, through-put analysis, self-administered diary studies, and work sampling techniques. Specific examples from all areas of library operations are presented to illustrate how techniques can be applied to analyze what occurs at critical service areas.

Streamlining Library Services provides detailed information on how to diagnose problem areas using such tools as Pareto and fishbone charts; use techniques such as brainstorming and focus groups; organize a work flow study; and build and present cost studies. Special emphasis is placed on activities that should occur after the analysis is concluded, including data analysis as well as reporting study results and making recommendations to management, and guidelines are provided for managers and staff as they strive to streamline activities. The final two chapters should be of special interest to managers. The first chapter is devoted to implementation issues and strategies that must be addressed as new workflows and services are introduced, and the latter chapter focuses on organizational change issues and strategies for building staff support toward change.

Tabla de contenidos provista por Syndetics

• List of Figures(p. v)
• Preamble(p. ix)
• Preface(p. xi)
• Acknowledgements(p. xvii)
• Section 1 Looking Backward, Looking Forward
• Chapter 1 The Roots of Scientific Management(p. 3)
• Chapter 2 The Impact of Technology: Environments, Productivity, and Staff Roles(p. 7)
• Section 2 Diagnosing Problems and Preparing for a Study
• Chapter 3 Identifying Targets of Opportunity(p. 15)
• Chapter 4 Identifying the Problem: Diagnostic Tools(p. 25)
• Chapter 5 Preparing for a Study(p. 37)
• Section 3 What We Do: The Tools
• Chapter 6 Block Diagram(p. 53)
• Chapter 7 Tools for Process Analysis(p. 57)
• Part 1 Check Sheets(p. 57)
• Part 2 Work-flow Diagram(p. 63)
• Part 3 Flow Process Chart(p. 69)
• Part 4 Flow Chart(p. 81)
• Chapter 8 Tools for Special Situations(p. 91)
• Chapter 9 Forms and Templates(p. 109)
• Section 4 How Much Time It Takes
• Chapter 10 Tracking Systems: Throughput/Delay Analysis(p. 123)
• Chapter 11 Self-Administered Diary Studies(p. 127)
• Chapter 12 Work Sampling(p. 135)
• Chapter 13 Direct Time Study(p. 151)
• Section 5 How Much It Costs
• Chapter 14 Costs(p. 165)
• Section 6 Post-Study Activities
• Chapter 15 Assessing Current Activities(p. 187)
• Chapter 16 Designing Streamlined Activities(p. 201)
• Chapter 17 Implementing New Activities(p. 221)
• Chapter 18 Managing Organizational Change(p. 241)
• Index(p. 261)
• About the Author(p. 269)

Reseñas proporcionadas por Syndetics

Library Journal Review

Here, Dougherty (Sch. of Information, Univ. of Michigan) updates his Scientific Management of Library Operations (1966, 1982), formerly coauthored with Fred J. Heinritz. Now his emphasis is on efficiency as a means to enhance services. This is a solid introduction to scientific management concepts, not often addressed in recent library management literature. Chapters cover tools for diagnosing problems, analyzing processes and workflows (e.g., flowcharts), measuring how long a process takes and how much it costs, and designing and implementing new processes. Lots of examples and sample forms are included. The tools and techniques presented fit well with the profession's current emphasis on assessment and evidence-based librarianship, both of which focus on outputs and impact. Dougherty shows how to assess internal processes and make evidence-based decisions about them, ensuring that workflows and procedures are as efficient as possible, both improving service to users and freeing up resources. Recommended for professional collections.--Janet A. Crum, Oregon Health & Science Univ. Lib., Portland (c) Copyright 2010. Library Journals LLC, a wholly owned subsidiary of Media Source, Inc. No redistribution permitted.

Booklist Review

Entitled Scientific Management of Library Operations in its first two editions (1966, 1982), this third edition has a lot to offer library managers and staff members alike. Why should we be interested in streamlining procedures? Aren't we more concerned with excellence in customer service? Dougherty says, The point to keep in mind is that excellence in customer service is more than projecting a responsive attitude; it also involves doing whatever is possible to eliminate red tape and unnecessary procedures and policies.  The problem-solving techniques explained and the real-life examples cited in this practical book provide the necessary tools for any library interested in doing just that. Recommended for all library collections.--Mulac, Carolyn Copyright 2008 Booklist

Notas de autor provistas por Syndetics

Richard M. Dougherty is the founding publisher and editor of the Journal of Academic Librarianship, was the director of libraries at the University of Michigan and the University of California at Berkeley.