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Reducing Check-In Errors at Brigham Young University Through Statistical Process Control

Reducing Check-In Errors at Brigham Young University Through Statistical Process Control The relationship between the library and its patrons is damaged and the library's reputation suffers when returned items are not checked in. An informal survey reveals librarians' concern for this problem and their efforts to combat it, although few libraries collect objective measurements of errors or the effects of improvement efforts. Brigham Young University's Harold B. Lee Library is engaged in a quality improvement effort that includes the use of statistical process control and has resulted in an 86% reduction in errors over a two-year period. BYU's experience demonstrates the importance of objective measures in ensuring service quality. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal Of Access Services Taylor & Francis

Reducing Check-In Errors at Brigham Young University Through Statistical Process Control

Journal Of Access Services , Volume 3 (3): 16 – Feb 27, 2006

Reducing Check-In Errors at Brigham Young University Through Statistical Process Control

Journal Of Access Services , Volume 3 (3): 16 – Feb 27, 2006

Abstract

The relationship between the library and its patrons is damaged and the library's reputation suffers when returned items are not checked in. An informal survey reveals librarians' concern for this problem and their efforts to combat it, although few libraries collect objective measurements of errors or the effects of improvement efforts. Brigham Young University's Harold B. Lee Library is engaged in a quality improvement effort that includes the use of statistical process control and has resulted in an 86% reduction in errors over a two-year period. BYU's experience demonstrates the importance of objective measures in ensuring service quality.

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References (28)

Publisher
Taylor & Francis
Copyright
Copyright Taylor & Francis Group, LLC
ISSN
1536-7975
eISSN
1536-7967
DOI
10.1300/J204v03n03_01
Publisher site
See Article on Publisher Site

Abstract

The relationship between the library and its patrons is damaged and the library's reputation suffers when returned items are not checked in. An informal survey reveals librarians' concern for this problem and their efforts to combat it, although few libraries collect objective measurements of errors or the effects of improvement efforts. Brigham Young University's Harold B. Lee Library is engaged in a quality improvement effort that includes the use of statistical process control and has resulted in an 86% reduction in errors over a two-year period. BYU's experience demonstrates the importance of objective measures in ensuring service quality.

Journal

Journal Of Access ServicesTaylor & Francis

Published: Feb 27, 2006

Keywords: Circulation; missing books; check-in errors; Total Quality Management (TQM); service assessment; CIRCPLUS; Brigham Young University

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