Improving self service the six sigma way at Newcastle University Library

Abstract

Purpose

To report on the collaborative project between Newcastle University Library and 3M which aimed to increase self‐issue levels using six sigma methodology.

Design/methodology/approach

The six‐month long project is outlined and gives an insight into the process improvement methodology called six sigma. An explanation of why we ran the project is given and the Define, Measure, Analyse, Improve, Control (DMAIC) phases of the six sigma are described.

Findings

Outlines the long and short term measures which were needed to improve the self‐issue service.

Practical implications

Useful source for other libraries who may wish to improve their self‐issue levels. It is also useful for those who are interested in the use of six sigma in the service sector, more specifically in an academic library.

Originality/value

It was a unique project in that it was the first time 3M had collaborated with a UK academic library on a six sigma project and the first time Newcastle University Library had engaged in this type of process improvement exercise. It shows how in working objectively together both parties improved the self‐issue service in a systematic way.

Citation

Kumi, S. and Morrow, J. (2006), "Improving self service the six sigma way at Newcastle University Library", Program: electronic library and information systems, Vol. 40 No. 2, pp. 123-136. https://doi.org/10.1108/00330330610669253