5. The People of the Land
Charlotte, NC
Population over 900,000 based on new census
Located in Mecklenburg County in North Carolina
Founded in 1755
History of Charlotte Mecklenburg Library
Founded in 1903 with 2,526 books
90% Budget comes from Mecklenburg Co.
Director (interim) David Singleton
Formerly Public Library of Charlotte & Mecklenburg County
15. Future of the Library Task Force
Recommendations
•“…the library has to consider the efficiency of…
•“Innovative practices… Recommendations in this area might
include trying different things in different locations.”
•“Consolidation of functions represents one step in redesigning
the delivery of services.”
•“… cuts could be avoided by reengineering our processes.”
32. WorkSmart @ University City Regional
Statistics for WorkSmart 2010/11
System System UC (2009) UC (2010)
(2009) (2010)
CKOs 7,093,974 5,557,824 853,320 654,086
CKOs Avg. 591,165 463,152 71,110 54,507
/month
Self CKO % 44.66% 49.60% 49.75% 53.29%
Door Count 5,836,636 3,399,520 457,844 259,948
Door Count 486,386 283,293 38,154 21,662
Avg./month
WorkSmart Feb 2011 March 2011 June 2011 August 2011
@ UC
Self CKOs 66.17% 72.64% 81.84% 83.24%
33. T RUST
WorkSmart in action . . .
Our concerns were: How can we
reengineer our workflow and
environment?
34. Planning, thoughts/ideas, necessary
actions…make it happen!
What do the patrons and
staff get out of all this?
35. E MPATHY
Empathizing with patrons, staff, and
other stakeholders to have a functional
library.
36. Maintaining a sense of
human camaraderie and pride
of empowerment for our
patrons * Greeters.
Using new language while
demonstrating the ease of self
service, (i.e. self checkout).
37. A CTION
Completely eliminate preshelving.
Create space in the workroom for
efficiency and fluidity.
38. Negotiate with staff to create and use best
practices.
Set standards and expectations.
Recruit new and retrain existing
volunteers.
39. Added vital space to the workroom in order
to accommodate volume.
Before After
40. Sorted directly from delivery/bookdrops to shelf-ready carts.
As a long time staff member at UC, “I was ready for any change that would
increase or improve the workflow in the workroom. The removal of a few
shelves and rearranging the work tables gave us much more workable space
and helped to eliminate the “traffic jam” of carts and staff.”
41. M AKE SMART DECISIONS
Gain buy-in from administration to the
front line, etc.
Keep lines of communication open
throughout the branch and system-wide.
42. Improve self sufficiency for patrons
(keeping in mind their comfort level with libraries and
technology).
More intuitive processes for patrons
and staff (e.g. removed DVD jewel cases; interfiled
nonfiction DVD/BODs).
43. All Requests easily available for patron
pickup/checkout (AV previously held behind
service desk).
Added an additional self-check station.
Moved staff beyond service desks-- Greeters.
44. What could patrons do for
themselves?
Check-out for themselves.
Check library account status.
and check all their children’s accounts too!
Use catalog to find materials and
place reserves.
Renew items and pay fines.
. . . and access these services from home; saving a trip
to the library!
45. Sell! Sell! Sell!
“I really like the personal attention
“Staff is wonderful and provides from the Greeter. It’s really great
good service. It is really great that learning new skills and helping out
they take the extra time to show the library staff. I didn’t realize that
you how to find library materials.” I could do so much myself without
waiting for staff assistance.”
49. The Basics of WorkSmart
Philosophy
• Recommitting ourselves to using resources
already available more effectively.
• Thinking differently about what libraries do.
• Working in teams.
50.
51.
52. Rewards
• More conversations among staff about
process efficiencies, continuous
improvement.
• Identify opportunities for cost savings.
• Begin pilot testing re-engineered
processes, streamlined work-flow.
53. Buy-in from front line staff
• System goal of 80% patron initiated checkout
by June 2012.
• Individual location goals set by on site
managers.
• Individual staff set their own goals in
collaboration with manager.
• Staff have better, more informed
conversations about how libraries operate
efficiently and effectively.
54. Opened renovated
Beatties Ford Road
Regional in
June 2011 as a
WorkSmart Branch
• Better workflow
• Stole best practices
• Free Library Cards
Beta test
• 88% Self cko - Aug
2011!
The Library Task Force asked us some tough questions. They asked us questions that the stakeholders wanted to know. We came out of it vindicated but more importantly much wiser. We learned that we need to tell our stakeholders what a good job we do. It isn’t enough for us to know what good stewards of the tax payers monies we are but to share that with our stakeholders. We needed to be more transparent and more pro-active in telling our stories of impact.
So we had our charge – the first step in this process was effectively laid out for us by the citizen task force demanding we do something differentThey Scoped the change: and answered Why are we doing this? Those comments were Directly from the horse’s mouth…This work was needed now more than ever.Fortunately not an entirely new phenomenon @ CMLibrary – quite the contrary – spirit of innovation established – time is ripe for seizing current opportunity in a resource conservative environment to streamline process(es). Work Smart is an extension of past practices in the area of innovation. It is not an indictment of our staff working dumb or working stupid, merely a concerted effort to streamline operations for maximum benefit and utility of our most valued asset / resource – library staff – staff time = staffing capacity
We had to Create a vision: What will the change look like? – hopefully we will collectively determine the vision, find efficiencies, eliminate steps in our workflow that are no longer necessary
Process Design – December 2010Survey for front-line staff - 1/21/2011Team formation & 1st mtg. by end of JanuaryLocation Mgrs. Mtg. 1/27/2011 @ MSCirculation Mgrs. Mtg. 2/3/2011 @ WBLSite visits during February / early MarchRecommendations for beta-testing late March / early AprilBeatties Ford Road Library reopens 6/13/2011Roll-out this week with a survey to be followed by…We’d like to repeat… We acknowledge that we have less time than ever before to form a team to look at process flow and redesigning our service delivery model, however the importance of this work is crucial to demonstrating our understanding of the current reality and the significance cannot be understated. This work is needed now more than ever.Thank you for your assistance in communicating our charge to your direct reports and for requesting their participation and cooperation with our team…
What needs to happen to make the change work? – Examination of the life cycle of a book and more specifically the prime of that book’s life between adolescence and middle age, when it is fresh, new, hot on the shelf and glowing! Or in other words the circulation phase.Within circulation we examined Check-out and some of the specific processes within Check-in
Accelerate the transition: How are we going to manage the effort on an ongoing basis? The questions we need to examine are:What can we do better to improve customer service?How can we more effectively use equipment? technology? And staffing?What can we STOP doing to achieve optimal use of staffing capacity?What tasks are most important? What tasks are lower priority?
Sustain momentum: What will we have learned about these processes and how can we leverage it? We need to delve into at least 2 of these processes, one of which will be how to increase self-cko % and the other will be to be determined by our subject matter experts, the team / the staff.
Within circulation we’re going to examine Check-out and some of the specific processes within Check-in
For example, let’s take a common process, like checking in book drop. How much differentiation might exist in the system? Well it depends on the facility, the staffing, the level of business perhaps… At UC there are 2 distinct processes for checking in book drop – one process for checking in the exterior book drops
And one process for checking in the interior book drops
While at MS they have combined the two processes into one. They also have two entrances…
As far as CKO we are going to delve into our Self CKO process - SJPL and OCPL are the gold standard for self CKO % Large, urban library systems similar to Charlotte – multi-branch, innovative systems that have hit 95% CKO at Check Out machinesBegs the question?! Why not us?! Well after several weeks studying this, more in-depth than you probably ever desire to know, we have a better idea of what are problems are.Currently MTI is the internal gold standard, having reached the coveted 90+% plateau, in large measure because they opened with it being the preferred method for CKO; their customers received a consistent, positive experience from staff in promoting self check from day 1
We started with asking staff who provide circulation services some questions through a survey and over 70% of public service staff responded. We already have a good idea of what some of our barriers are concerning our current level of self CKO usage thanks to your input in the recent survey. After observing CKO at our largest regional locations we found that 26.9% of our non-self CKO transactions occurred because of patron preference for staff, which mirrored the data we collected in the survey. We also found that 9.9% of our CKO transactions failed at the check out machine because of user error. 13.6% of the break-downs at the CKO machine occurred because of less subtle problems, like maybe their library card was old, bent and the scanner wasn’t hitting it just right so we would have to demo the keypad. All together 50.4% of our transactions involved staff either checking out the customer because the customer wanted them to do it, or they did not know what they were doing for one reason or another
These are our desired outcomes. This is Michael language!
Library responding to concerns from external stakeholders (Library of the Future Taskforce, County Manager, customers
Better workflowFound best practices to stealConsistent workflow practices as staff work across many locations.Free Library Cards Beta test88% Self cko - Aug 2011
Need photos of staff and customers to make this more engaging.
As far as CKO we are going to delve into our Self CKO process - SJPL and OCPL are the gold standard for self CKO % Large, urban library systems similar to Charlotte – multi-branch, innovative systems that have hit 95% CKO at Check Out machinesBegs the question?! Why not us?! Well after several weeks studying this, more in-depth than you probably ever desire to know, we have a better idea of what are problems are.Currently MTI is the internal gold standard, having reached the coveted 90+% plateau, in large measure because they opened with it being the preferred method for CKO; their customers received a consistent, positive experience from staff in promoting self check from day 1
We are already at 74% system wide. Put info about highest locations here. Discuss MTI, BFR, UC, and SOR quickly. Talk about challenge. Discuss R
WorkSmart is now a new lens to re-examine current practices 1. Reference Samples 2. Scheduling and better use of staff time
All I can say is thank G-d for streaming video! I wonder what the expression on her face is? Seriously though. This was cutting edge for the time and helped draw a lot of good attention. It took about 8 more years of post war boom but funding was found for the new 1956 main library. Revise text.