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Process Improvement in Public Library Systems: Innovation, Lean
and Knowledge Management Perspective
Lee StewartSunday B. Owolabi
2
Agenda Introduction Background Problem Statement Methodology Lean Management Future Work References
3
Introduction Provincial Information and Library Resources
Board (PILRB) is a crown corporation
Founded in 1935
96 public libraries throughout the province◦ St. John’s 3◦ Eastern 29◦ Central 33◦ Western 31 (including 6 in Labrador)
4
Background Lines of Business
◦ Information Access
◦ Information Lending
◦ Life-long Learning
5
Budget
2004-5 2005-6 2006-7 2007-8 2008-9 2009-10 2010-11 2011-12 2012-13 2013-14 $-
$2,000,000
$4,000,000
$6,000,000
$8,000,000
$10,000,000
$12,000,000
$14,000,000
$9,
350,
000
$9,
390,
000
$9,
500,
000
$10
,900
,000
$11
,640
,000
$12
,100
,000
$12
,700
,000
$12
,300
,000
$12
,400
,000
$10
,879
,504
Budget
Budget
6
Interlibrary Loans
2004-5 2005-6 2006-7 2007-8 2008-9 2009-10 2010-11 2011-12 2012-13 2013-140
20000
40000
60000
80000
100000
120000
140000
160000
4758653277
58836
71502
8206886229
103256
136576
98080 100501
Interlibrary Loans
7
A process where information relating to library materials is entered into a database according to standardized rules and practices
Cataloguing and processing done in Stephenville, NL
Cataloguing
8
2004-5 2005-6 2006-7 2007-8 2008-9 2009-10 2010-11 2011-12 2012-13 2013-140
10000
20000
30000
40000
50000
60000
70000
4530740582
5818750322
5033352932
41825
4768645306
21667
5781660391
46561 48078
5097454874 61913
5889548881
36189
Items Recieved vs. Items Catalogued
Material Catalogued Material Received
Year
Num
ber
of It
ems
Cataloguing
52% decrease?
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Includes the stamping, repairing, covering and labeling of library materials
Includes new and donated material
Processing
10
Processing
2004-5 2005-6 2006-7 2007-8 2008-9 2009-10 2010-11 2011-12 2012-13 2013-140
10000
20000
30000
40000
50000
60000
70000
80000
90000
100000
66457 67982
57377
7249866461
76000
86192
58774 5807651403
57816 60391
46561 48078 5097454874
6191358895
48881
36189
Items Processes vs. Items Received
Items Processed Materials Received
Years
Num
ber
of It
ems
Bottleneck!
11
In view of budget cuts:
Streamline the cataloguing and processing processes
Standardize the facility layout to optimize space utilization and
Minimize “muda”(waste) in library operations
Problem Statement
12
Lean Management
Innovation
Knowledge Management
Methodology
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Identifies the VALUE in any process Identifies all other process activities that
do not contribute to creating value while consuming time and/or resources – WASTE
Focuses on elimination of WASTE
Lean Management
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Value Stream Mapping Pareto Diagram Flow Chart Cause and Effect (Ishikawa) diagrams 5 Whys 5S-Sort, Straighten, Shine, Standardize, Sustain
Lean Management Tools
15
"A value stream map (VSM) is a specific tool in Lean used to evaluate all the processes within a workflow that are currently required to bring a product and/or service from customer request to delivery” Customer defines value Defined relating to time, cost and quality Needs people experienced in the process
Value Stream Mapping
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Value Stream Mapping
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According to authors Martin and Osterling, the current value stream map is a “visual storyboard that shows how the work currently gets done.”
The benefit of mapping the current state is to get “an understanding of how work is actually being performed in today’s environment” as opposed to how a process could or should be accomplished.
Current State VSM
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Current State VSM- Interlibrary Loans
Data to gather about the current-state process?◦Processing times◦Lead times◦Batch sizes◦Flow rates ◦Customer expectations◦Percentage Complete and Accurate◦Cost
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Value Stream Mapping
20
Pareto Diagram
Funding Cataloguing Space constraints Interlibrary loans exceeds 5days
0
2
4
6
8
10
12
0%
20%
40%
60%
80%
100%
120%
30%
58%
82%
100%
Category Total
Funding 10Cataloguing 9Space constraints 8Interlibrary loans exceeds 5days 6Other
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Flowchart - CataloguingSearch Horizon
BibliograhicRecord? Add to Existing
RecordSearchBookware
Bibliographic
Record? Download & Edit
Create Manual Record
yes
no
yesno
Place Item on Cart
Recheck Record
RecordCorrec
t?Fix Record no
Put on Typing Shelves
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Flowchart - ProcessingUnpack Boxes Check Against Purchase OrderAttach Barcodes
Scan
Type Spine Labels
Print Allocation Codes on Books
Put on Shelf
Stamp
Bring Items to Mailroom and Shelve
Place on Shelvesfor Cataloguers
Attach Spine Labels with Paperclip
Attach Spine Labels and PocketsScan
Process streamlining
Waste reduction
Layout
Knowledge Management
Innovation
23
Future Work
24
Layout
To this
From this
25
Provincial Information and Library Resources Board. (2015). Annual Report 2004-05,2005-06,2007-08,….,2014-15. Retrieved from http://www.nlpl.ca/home/reports-plans.html
ConceptDraw. (n.d.). Value system Mapping: Sample 3 – Quality Lean Management. Retrieved from http://www.conceptdraw.com/samples/quality-VSM
Martin, K., & Osterling, M. (2013). Metrics-Based Process Mapping. Boca Raton, FL: CRC Press
Hanken, T. (2011). Using lean to teach the technical services value stream: an online continuing education course. [PowerPoint Slides]. Retrieved from
https:www.york.ac.uk/media/abouttheuniversity/supportservices/informationdirectorate/documents/northumbriapresentations/HankenTNorthumbria.ppt
References
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27
• Streamlining
28
Tacito Cognitive (mental models)o Technical (concrete know-how)
Explicito Articulated, codified, and communicated in symbolic
form and/or natural language (owner’s manual) Individual Collective (created and inherent in the group)
Knowledge Management Taxonomy
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Creating Storing Transferring Applying
Knowledge Processes
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To make knowledge visible and show the role of knowledge in an organization.
To develop a knowledge-intensive by encouraging and aggregating behaviours such as knowledge sharing and proactively seeking and offering knowledge.
To build knowledge infrastructure-not only a technical system, but a web of connections among people given space, time, tools, and encouragement to interact and collaborate.
Knowledge Management Goals