1、Technical Services Workflow AnalysisOLC Technical Services RetreatMohican Resort & Conference CenterApril 1, 2008Morag Boyd and Connie StraitWorkflow Analysis:Why and HowMorag BoydThe Ohio State University LibrariesDefinitionsWorkflow is the process, progress, or “flow“ of work within a system and t
2、he rate at which that happensWorkflow analysis refers to observing how this process takes place. The analysis also involves evaluating the process and improving it for efficiency and effectiveness. http:/ is is notIt is all about the PROCESS, it is NOT:Individual performance evaluationSatisfaction m
3、easurementWhat are we trying to studyGoal achievementResource usage All necessary tasks are being performed No unnecessary tasks are being performed Tasks are being performed effectively and efficientlyCauses of known problemsOpportunities to respond to changesEfficiency“measured by a comparison of
4、production with cost” Merriam-WebsterRate of work Time to shelf Minimizing repeated handling of materialsResources needed to do the work Correctly matching skills and tasks Utilization of software to maximum benefitEffectiveness “producing a decided, decisive, or desired effect” Merriam-WebsterQuali
5、ty of work Error rates Following appropriate rules and policyChoice of work Aligning work with library priorities Meeting short and long term needsPlanning a StudyInvest in planningClarify goals and expectations Be sure to include all staff Try to reassure that purpose is not to target staffDefine y
6、our scope and stick to itInformal or formal study?Internal or external?Steps in a StudyClarify the environment you work inDefine the goals of the departmentExamine existing dataGather new dataDocument existing workflowIdentify potential changesImplementRepeatEnvironmental FactorsStaff changesMore el
7、ectronic, still have printDifferent library user needs and expectationDifferent internal library needs and expectationsNew technology or softwareData and SourcesNeed a variety of data from multiple sources. Draw your conclusions from the totality of the dataQuantitative: Things that you countQualita
8、tive: Things that you observeInternal ExternalData You Probably HaveStatistics on orders, cataloging, processing, catalog maintenance, etc. Manually collected Generated from ILS, OCLC, vendors, as appropriate Again, multiple sources can be helpfulMaterials budget and its breakdownNumber of FTE staff
9、Job descriptionsGather New DataInterviewsTime and task logging Cost study, particularly if considering outsourcingInvestigate other optionsExternal dataExternal DataLiterature ReviewSelect and investigate comparator libraries Comparable Aspiration DifferentSite visits to other librariesConversations
10、 with other libraries about their workflowsMap Existing WorkflowsDifferent people need information in different waysDiagramming can make it very clear how straightforward your processes are (or not) Detailed, but not exhaustiveNarrative can help explain the workflowAn actual map of the flow of mater
11、ial Will help analyze speed, space or repeated physical handling type problemsGraves & Arthur, 2006BacklogsBacklogsIdentify any backlogs Remember the invisible backlogs tooCharacteristics of backlogSize is secondary to natureEvaluationStep back and look at your workflow Where is your diagram confusi
12、ng? Where are the bottlenecks?What ideas did staff have?What did you learn about other services?What was surprising?What did you already know?Characteristics of Optimal WorkflowWorkflow is built for the mainstream, not the exceptionsEach function handles material onceRush materials can be processed
13、in specified time periodOverall time to shelf meets library needsQuality of work meets needs Job descriptions and time allocation represent all responsibilities of the unitNo duplication of data or effortOutcomesIdentify strengths and troublespotsTasks not done efficiently and effectivelyTasks that
14、could be droppedTasks that are not getting doneSolutions to these problemsRecommendation: Written reportImplementationPick your battlesMake those quick and easy fixes Small things can have big impactsReallocate existing resources (staff, space, software, services, etc.)Allocate new resourcesWork wit
15、h others towards external changeIts Not Over Yet!Iterative Process:Implement new workflowAssess new workflow Important to collect comparable data in initial and post-adjustment studyIdentify any continuing or new workflow problemsRepeat as neededTechnical Services Workflow Analysis : a local sagaCon
16、nie StraitGreene County Public LibraryInternal vs. ExternalA real life story at GCPLInternal Workflow AnalysisShort historyStaff changesNew locationBacklogInternalWhat problems? What routines? What to do?Talk to your people.Visit your friends.Count and observe.Eliminate the unnecessary - tasks, labe
17、ls, paper copies, etc. Prior to making changesGet buy-inPlan the implementationDo itGo back and assess.External Workflow AnalysisWhy do it?If your boss suggests itThis is a good place to start.1. Make the phone call.2. Tell your staff and all other departments. No vacation please.3. Allow plenty of TIME.4. Buy food.5. After the interview sessions, relax.
