Digital Library Information Systems Team

Library Critical Processes

Quality Standards

P 3 ORGANIZING

QS 1.1 80% of Projects are completed on time

P 3.2 Cataloging

   P 3.2.2 Cataloging electronic resources

   P3.2.4 Assigning metadata tags to electronic resources

P 3.3 Designing and creating electronic resources

   P 3.3.1 Facilitating/selecting the compiling of new electronic content

   P 3.3.2 Designing and creating electronic resources from already existing content

QS1.2 100% of DLIST projects will have a project plan developed prior to the start of the project .

P 3.4 File Loading

P 3.5 Maintaining Gateway (Sabio)

P 3.6 Measuring/evaluating

   P 3.6.1 Evaluating the process

   P 3.6.2 Measuring satisfaction of customers

   P 3.6.3 Measuring cost-efficiency of the process

P 3.7 Training (Providing training and documentation for staff e.g. TSAP staff working with the catalog)

P 4 DISPLAYING

P 4.1 Assessing need (Assessing needed functionality, feasibility, and implementation strategies)

P 4.3 Preserving (print/non-print)

   P 4.3.2 Digitizing material for preservation

    P 4.3.3 Physically preserving material

P 4.5 Measuring/evaluating

   P 4.5.1 Evaluating the process

   P 4.5.2 Measuring satisfaction of customers

   P 4.5.3 Measuring cost-efficiency of the process

P 4.6 Training (Providing training to staff for archival digitization)

P 5 DELIVERING CONTENT

P 5.1 Assessing need (Assessing customers' needs for digital reproduction services, publishing original content, document delivery)

P 5.2 Document/File delivery

   P 5.2.4 Delivering electronic document and files

P 5.6 Publishing original content

P 5.7 Viewing special collections

P 5.8 Measuring/evaluating

   P 5.8.1 Evaluating the process

   P 5.8.2 Measuring satisfaction of customers

   P 5.8.3 Measuring cost-efficiency of the process

P 7 ADVOCATING (FOR CHANGE IN THE SCHOLARLY COMMUNICATION PROCESS)
(As partners, we do this work in collaboration with our internal and external customers)

P 7.1 Assessing need

P 7.2 Influencing the academic community

P 7.3 Working with the publishing community for change

P 7.4 Influencing government

P 7.5 Measuring/evaluating

   P 7.5.1 Evaluating the process

   P 7.5.2 Measuring satisfaction of customers

   P 7.5.3 Measuring cost-efficiency of the process

P 8 PROVIDING INFORMATION AND REFERRAL (REFERENCE)

P 8.2 Delivering information and referral (reference)

P 17 MARKETING (including design and implementation of advertising campaigns)

P 17.1 Assessing need (determining target audience)

P 17.2 Designing and delivering programs

QS 17.1 100% of completed products will be marketed to appropriate user communities.

P 17.3 Measuring/evaluating

   P 17.3.1 Evaluating the process

   P 17.3.2 Measuring satisfaction of customers

   P 17.3.3 Measuring cost-efficiency of the process

P 12 MANAGING INFORMATION TECHNOLOGY

QS 12.1 80% projects that will be completed on time.

P 12.1 Assessing the environment/need Digital

P 12.2 Research and Development

P 12.3 Selecting hardware, software

   P 12.3.1 Acquiring hardware, software

      P 12.3.1.1 Placing orders

QS 12.3.1 100% of all orders will be purchased only after correct Library budget account is known.

      P 12.3.1.2 Claiming, canceling, tracking orders

QS 12.3.2 100% of all orders will be reconciled with FastCat Atlas system.

      P 12.3.1.3 Receiving

P 12.4 Maintaining network

P 12.5 Maintaining and refreshing hardware, software

QS 12.5.1 90% of staff have computing resources adequate from their sure profile

QS 12.5.2. 15 % increase per year in meeting customer expectations regarding Library facilities and equipment. – Lib Qual

   P 12.5.1 Maintaining Gateway (Sabio) (technology)

P 12.6 Consulting

QS 12.6.1. Consult with 2 teams and recommend solutions

P12.7 Measuring/evaluating

QS 12.7.1. For 85% of all Helpline calls users will receive a response within an hour.

QS12.7.2. 85% of Critical Helpline calls will be resolved by a team member within 4 hour of entry into the database.

QS 12.7.3. 85% of Priority Helpline calls will be resolved by a team member within 24 hour of entry into the database.

QS 12.7.4. 85% of ASAP Helpline calls will be resolved by a team member within 3 days of entry into the database.

   P 12.7.1 Evaluating the process

QS 12.7.1. One XWING process will be evaluated and improved each year.

   P 12.7.2 Measuring satisfaction of customers

   P 12.7.3 Measuring cost-efficiency of the process

P 12.8 Training

QS 12.8.1. 85% of all XWING processes will have at least two people trained in the process.

P 9 MANAGING HUMAN RESOURCES

P 9.1 Assessing need

P 9.2 Recruiting and hiring

P 9.4 Conducting developmental and performance reviews

P 9.5 Allocating Human resources

P 9.9 Measuring/evaluating

   P 9.9.1 Evaluating the process

   P 9.9.2 Measuring satisfaction of customers

   P 9.9.3 Measuring cost-efficiency of the process

P 10 MANAGING PHYSICAL RESOURCES

P 10.1 Assessing need (DLIST assesses its need for physical resources, regarding the IC, surplusing)

P 11 MANAGING FINANCIAL RESOURCES

P 11.1 Assessing need (DLIST has to assess its budget need, needs related to upgrades)

QS 11.1.1 Every year a 5-year plan for the Upgrades budget will be created.

P 11.2 Developing budgets and allocating financial resources

   P 11.2.1 Developing allocating personnel wages, capital and ops budgets

P 11.5 Reporting

P 11.6 Maintaining vendor relations

P 11.7 Managing Fund Lines

   P 11.7.1 Managing library personnel operations and wages budgets

   P 11.7.? Managing upgrades budgets ( New added, NOT in SLRP's doc. )

QS 11.7.1 The upgrades budget will never be over spent.

P 11.8 Monitoring fund lines

   P 11.8.1 Monitoring library personnel operations and wages budgets

   P 11.8.? Monitoring upgrades budgets (from multiple sources – operations, capital fund, one-time requests) ( New added, NOT in SLRP's doc. )

QS 11.8.1 100% of all purchases will not cause any budget to be over spent.

   P 11.8.? Monitoring grants ( New added, NOT in SLRP's doc. )

P 11.10 Measuring/evaluating (All teams have to do this to be cost-effective)

QS 11.10.1 Every month our expenditures from all budgets will be reviewed with FastCats and issues will be reconciled.

   P 11.10.1 Evaluating the process

QS 11.10.2 Every year we will review the process with FastCat for improvements.

   P 11.10.2 Measuring satisfaction of customers

   P 11.10.3 Measuring cost-efficiency of the process

P 16 FUNDRAISING

P 16.1 Assessing need

P 16.3 Writing grant applications

P 16.5 Measuring/evaluating (measuring/evaluating our efforts and looking for improvement)

   P 16.5.1 Evaluating the process

   P 16.5.2 Measuring satisfaction of customers

   P 16.5.3 Measuring cost-efficiency of the process

P 18 INFORMING THE ORGANIZATION

P 18.1 Assessing need

P 18.2 Receiving, disseminating internal/external communications

P 18.3 Reporting Team Progress

P 18.4 Measuring/evaluating

   P 18.4.1 Evaluating the process

   P 18.4.2 Measuring satisfaction of customers

   P 18.4.3 Measuring cost-efficiency of the process

P 18.5 Training

P 19 DEVELOPING POLICIES

P 19.1 Assessing need

P 19.2 Measuring/evaluating

   P 19.2.1 Evaluating the process

   P 19.2.2 Measuring satisfaction of customers

   P 19.2.3 Measuring cost-efficiency of the process

P 20 CHARGING, GUIDING, SUPPORTING TEAMS TO ACCOMPLISH THEIR WORK (DLIST takes this role in regards to IT / Digital issues, e.g. XWING supporting teams with computer infrastructure. XIAMS supporting teams with new software/devices)

P 20.1 Assessing climate, readiness and skill sets to implement change

P 20.2 Understanding of the need and of the consequences of not acting

P 20.3 Designing new processes

P 20.4 Training on the new processes

P 20.5 Measuring/evaluating the success & implementation of new processes  

   P 20.5.1 Evaluating the process

   P 20.5.2 Measuring satisfaction of customers

   P 20.5.3 Measuring cost-efficiency of the process

P 20.6 Training (New added, NOT in SLRP's doc. Using training to help the library staff gain problem/system analysis skills to accomplish Process 20)