A Supply Chain Model for Library Quality and Service Improvement
DOI:
https://doi.org/10.12660/joscmv5n2p40-53Keywords:
supply chain, library, service improvement, performance measurement, action researchAbstract
The key to a library’s success is its ability to effectively and economically deliver services and information that users value. Additionally, the objective of supply chain management isto coordinate the focal firm’s processes and activities with those of its suppliers and customers, such
that the firm’s delivered products and services meet or exceed customer requirements. It thus seemed
appropriate to analyze a library from a supply chain perspective to assess and improve its ability to
serve its users. Consequently, the authors employed an action research methodology to work with library personnel from two departments, User Services and Technical Services, as they merged into one
division, to map the information resources supply chain of the University of Nevada, Las Vegas Lied
Library. Once the supply chain model was completed, key processes were analyzed and performance
measures designed, with the goal of improving division products and services. This paper reviews the
relevant literature, presents the Lied Library information resources supply chain model, and provides
the performance measures along with several improvement examples.
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