Continuous improvement and alternative formats

1. Process maps, fishbones and stats:
Continuous improvement and alternative formats at
Leeds Beckett University Library
Pippa Wood
Senior Information Services Librarian

2. Alternative formats service
• Providing Alternative
Formats Service for
over 10 years
• Accessible copies of
resources for eligible
students
• Complex workflow,
increased demand
• Service review
2018-19
Photo by Lara Far on Unsplash

3. Continuous
Improvement
• Enables a team to
understand their work
process
• Gathers a complete picture
• Framework to problem solve
Photo by Alex Eckermann on Unsplash

4. Process mapping
• “If you can’t describe what
you are doing as a process,
you don’t know what you
are doing”
W. Edwards Deming
Photo by AbsolutVision on Unsplash

5. Process mapping
• Involve the people who are
doing the work
• Record the actual work that
takes place – not how it
should be
• Don’t try to find solutions
Photo by AbsolutVision on Unsplash

7. Waste identification
• What is waste
• Value Added and
Non Value Added activity
Photo by Agence Olloweb on Unsplash

8. Waste identification
• D Defects
• O Overproduction
• W Waiting
• N Non Value Added
• T Transport
• I Inventory
• M Motion
• E Employee skills
Photo by Agence Olloweb on Unsplash

9. Root Cause Analysis
• Structured approach
• Understand the
underlying causes
• Ensure major possible
causes are not overlooked
Photo by Evie S. on Unsplash

10. Fishbone diagram

11. 5 Whys
1. Because we are requesting the
information from course teams,
and they are slow to respond
2. Because it was difficult to identify
the correct contacts
3. Because we haven’t identified an
alternative system to obtain the
information elsewhere

12. PICK Chart

13. Problem statement
To identify and find
solutions for:
• Single points of failure
• Duplication of work
• Managing student
expectations
“Failure of
consistent
delivery to
print impaired
students”

14. Changes for
2019-20
“I feel like this will be
life changing for me.
Because you can literally
just click and it is there.
The amount of times I
literally have had to go into
different tabs to get things,
but it is all in one place
which is really nice.”
Alternative Formats Student
Photo by Lara Far on Unsplash

15. Thank you
Any questions?