Friday, September 20 • 2:00pm - 2:50pm
The Perfect Mousetrap - using Lean methods to refine library service referral processes

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Lean principles are not frequently applied within libraries. Lean methodology, for the purpose of our work, meant: “creating maximum value for the end user at the lowest total cost with respect for all people.” The presenting librarians were selected for a 6-month Lean methods training. We led a cross-disciplinary team that conducted an in-depth study of the referral processes for academic skills interventions. Using Lean methods to guide the exploration, we surveyed more than 175 staff, including: advisors, enrollment counselors, library staff, writing coaches, tutors, et. alia. Through surveys and focus groups, we found that a surprising number of extra-library staff were both: 1) receiving library questions and 2) confused about library services. Our counter-measures consolidated 30+ referral service pathways into one form. Now, all student-facing teams can follow the same inter-referral processes. This presentation will cover: the Lean investigation, the presentation of the solutions, and the pilot launch.

avatar for Erika Bennett

Erika Bennett

Supervisor, Curriculum & Instruction Team, Capella University Library

Friday September 20, 2019 2:00pm - 2:50pm
Anoka 1

Attendees (18)