Living the Future II 

Pre-Conference IV

Tuesday, April 21, 1998
9:00 a.m. - 4:00 p.m.
Sheraton Tucson Hotel [formerly Hotel Park Tucson], 5151 E. Grant Road

Process Improvement: How To Design and Conduct an Analysis of Library Key Services to Gain Cost Savings and Delight Customers

This workshop will provide participants with the concepts, strategies and steps involved in undertaking Process Improvement or ‘Busines Process Re-Engineering.’ Participants will practice some of the steps involved in the ‘Plan’ part of the ‘Plan-Do-Chec k-Act’ cycle. They will learn tips on conducting customer needs assessments and satisfaction surveys, drafting workflow analyses, designing data-gathering instruments, and analyzing cycle time through the use of statistical process control. Results of s everal Process Improvement Projects at The University of Arizona Library will be shared. Both presenters have experience on a successful Process Improvement Team. 

Catherine A. Larson, Improved Reserves Services Team and Team Leader of the Fine Arts/Humanities Team, The University of Arizona Library
Carrie Russell, PitCrew Reshelving Team and Undergraduate Services Team, The University of Arizona Library

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