Technical Services Workflow AnalysisOLC Technical Services RetreatMohican Resort & Conference CenterApril 1, 2008

Morag Boyd and Connie Strait

Workflow Analysis:Why and How

Morag Boyd

The Ohio State University Libraries

Definitions

Workflow is the process, progress, or "flow" of work within a system and the rate at which that happens

Workflow analysis refers to observing how this process takes place. The analysis also involves evaluating the process and improving it for efficiency and effectiveness.

http://www.websitesthatfly.com/services/workflow-analysis/workflow-analysis.htm

What is is not

It is all about the PROCESS, it is NOT: Individual performance evaluation Satisfaction measurement

What are we trying to study

Goal achievement Resource usage

All necessary tasks are being performed No unnecessary tasks are being performed Tasks are being performed effectively and

efficiently Causes of known problems Opportunities to respond to changes

Efficiency

“measured by a comparison of production with cost” Merriam-Webster

Rate of work Time to shelf Minimizing repeated handling of materials

Resources needed to do the work Correctly matching skills and tasks Utilization of software to maximum benefit

Effectiveness

“producing a decided, decisive, or desired effect” Merriam-Webster

Quality of work Error rates Following appropriate rules and policy

Choice of work Aligning work with library priorities Meeting short and long term needs

Planning a Study

Invest in planning Clarify goals and expectations

Be sure to include all staff Try to reassure that purpose is not to target staff

Define your scope and stick to it Informal or formal study? Internal or external?

Steps in a Study

Clarify the environment you work in Define the goals of the department Examine existing data Gather new data Document existing workflow Identify potential changes Implement Repeat

Environmental Factors

Staff changes More electronic, still have print Different library user needs and expectation Different internal library needs and

expectations New technology or software

Data and Sources Need a variety of data from multiple sources.

Draw your conclusions from the totality of the data

Quantitative: Things that you count Qualitative: Things that you observe Internal External

Data You Probably Have

Statistics on orders, cataloging, processing, catalog maintenance, etc. Manually collected Generated from ILS, OCLC, vendors, as

appropriate Again, multiple sources can be helpful

Materials budget and its breakdown Number of FTE staff Job descriptions

Gather New Data

Interviews Time and task logging

Cost study, particularly if considering outsourcing Investigate other options External data

External Data Literature Review Select and investigate comparator libraries

Comparable Aspiration Different

Site visits to other libraries Conversations with other libraries about their

workflows

Map Existing Workflows

Different people need information in different ways

Diagramming can make it very clear how straightforward your processes are (or not) Detailed, but not exhaustive

Narrative can help explain the workflow An actual map of the flow of material

Will help analyze speed, space or repeated physical handling type problems

Graves & Arthur, 2006

Dragon & Barricella, 2006: 11

Backlogs Identify any backlogs

Remember the invisible backlogs too Characteristics of backlog Size is secondary to nature

Evaluation

Step back and look at your workflow Where is your diagram confusing? 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 Workflow Workflow is built for the mainstream, not the

exceptions Each function handles material once Rush materials can be processed in specified time

period Overall time to shelf meets library needs Quality of work meets needs Job descriptions and time allocation represent all

responsibilities of the unit No duplication of data or effort

Outcomes

Identify strengths and troublespots Tasks not done efficiently and effectively Tasks that could be dropped Tasks that are not getting done Solutions to these problems

Recommendation: Written report

Implementation Pick your battles Make those quick and easy fixes

Small things can have big impacts Reallocate existing resources (staff, space,

software, services, etc.) Allocate new resources Work with others towards external change

It’s Not Over Yet!

Iterative Process: Implement new workflow Assess new workflow

Important to collect comparable data in initial and post-adjustment study

Identify any continuing or new workflow problems

Repeat as needed

Technical Services Workflow Analysis : a local sagaConnie Strait

Greene County Public Library

Internal vs. ExternalA real life story at GCPL

Internal Workflow Analysis Short history Staff changes New location Backlog

Internal What problems? What routines? What to do? Talk to your people. Visit your friends. Count and observe. Eliminate the unnecessary - tasks, labels,

paper copies, etc.

Prior to making changes Get buy-in Plan the implementation Do it Go back and assess.

External Workflow Analysis Why do it?

If your boss suggests it… This 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.

Suggestions from consultants Remember that they are suggestions and not

decision. Your team makes the decisions. Those that can be implemented right away,

should be. If money is a problem, talk to the purse string

holders. Use your ILS to the max, given your local

constraints!

Each day is a new day! You can and should assess the new routines

every few months in your Technical Services department.

Those items on the “wish list” should also be addressed at the same time.

THANK YOU!Morag Boyd

Special Collections Metadata LibrarianThe Ohio State University Libraries

boyd.402@osu.edu614-247-8622

Connie StraitHead of Technical Services

Greene County Public LibraryCStrait@gcpl.lib.oh.us937-352-4007 Ext 6301