Slide 18 of 36
Notes:
Important to customers, upper management & staff
-Select a process that can be easily improved with benchmarking.
- process with a long turn-around time
- a process important to your most influential customers
• Emphasizes librarian skills - reinforce the need for skilled librarian
- process where customers recognize the expertise of your librarian (ref, online searching, etc.)
- “value-added” functions (competitive analysis or current awareness )
- yield “products” that hit your customers regularly
- information brokers or other types of libraries
- identify the services your customers access externally
- replacing the card catalog with an online one, don’t do cataloging work processes;
- produces a complicated benchmarking analysis
If you cannot identify problems with your work processes, benchmark those areas important to your customers
