ensuring that no personally identifying information is written to or stored on the tag.
35 across system
Talk about Ancaster starting at 5 but not enough work space.
Talk about staff inductions, putting shipping through in mornings.
Taking out a window to get it in the building.
The Sandwich test
This is what most desks really look like – coffe cups, books on top of computer tower, glasses… NO METAL
Implementations have improved as staff have gained experience
Small locations with staff RFID; their activities impact workflow at other locations
Mary Sakaluk and Paul Takala Nov. 18, 2011“Eliminating wasteful activities in the service deliverychain will result in improved customer service.Improved customer service will lead to significant costreduction” John Huber
Background Info Hamilton has a population of approx 530,000 Over 400 square miles of urban and rural space Holds 176,746 in 2001 1,153,163 in 2008 1,352,674 in 2009 Circulation for 24 branches; 4,701,565 in 2007 5,122,736 in 2008 6,059,335 in 2009 6,346,100 in 2010
The Two Kinds of Technology Sustaining technologies improve performances of established products that are valued by the majority of the customers in mature markets. Disruptive technology is an innovation that helps create a new market and eventually goes on to disrupt an existing market displacing an earlier technology. Sustaining Technology Performance Disruptive Technology Time
Monthly Downloads HPL Annual Circ 2001-10 Jan 2010 to Date7,000,000 16,0006,000,000 14,000 12,0005,000,000 10,0004,000,000 ebooks Monthly 8,000 Circ 2010-20113,000,000 eAudio Monthly 6,000 Circ 2010-2011 HPL Annual2,000,000 Circulation 4,0001,000,000 2,000 0 0 2001 20022003200420052006200720082009 2010 J M M J S N J M M J S
Impact of RFID and Other Changes 24,000 22,000 20,000 18,000 HPL Circ per Series1 16,000 FTE since Amalgamation 14,000 12,000 10,000 2000 2002 2004 2006 2008 2010 2012
Goals of the Project To address work-flow for increased volume of circulation, hold requests and movement of materials between locations To meet increasing demands with existing staff complement To address ergonomic issues in handling materials To enable staff to focus on value added customer service: customer assistance, reader’s advisory, information service and programs To meet expectations for self-service options
Goals of the Project To protect patron privacy by enabling self-checkout To help reduce loss rates (particularly in high demand formats such as DVDs, Games, BluRays) To make better use of limited or “prime” space To implement inventory control and reduce staff time locating collections To increase job satisfaction by using expertise and education appropriately To decrease focus on materials and computer screens and increase interaction with their customers.
Date Project Milestones Prepare RFP and run pilot at 3 locations 2006 Libramation Awarded Contract $723,000 allocated System Implementation 2007 $620k for tags; $2.78 mill for RFID Review vendor performance Award SirsiDynix ITG contract for RFID 2008 Equipment Rollout Award MK Sorting Materials Handling Contract 2009 Equipment Rollout, 3 sorters December Rollout of Sorters, Self Checks,2010 - 2011 Gates, Staff Pads 2012 LibDispenser for Valley Park
Other Components Tags Software SIP to ILS Furniture Marketing Messages Standards for spacing (gates, self checks, pads)
Tagging – Challenges Metallic covers Metallic materials (i.e. CDs, DVDs) Donut hub tags & Booster tags After-the-fact weeding Quality controlLooking forward… Embedded Tags from Book Trade Pre-programmed tags High quality/High performance Tag Tag Prices Decreasing
Lessons Learned Metal causes problem: You need to be very aware of interference and the proximity of metal (including nails/screws in furniture, drawer rails, wiring management…) with any of the readers/antennas. RFID readers/antennas create a reading zone that is symmetrical below and above the antenna. Putting metal below the antennas shrinks the size of the reading cloud both below and above the antenna. Cable Management: it is critical that special attention be paid to cable management at all RFID station. Because cables contain metal they will create interference if not properly tied down.
Good Read Range Poor Read Range RFID Antenna Table Top RFID Antenna Metal Screws, computer cables, bad surface area• Metal is NOT your friend – it impacts reading zone• Laws of physics apply no matter what a vendor promises• Signal to read a chip can be weaker, stronger signal to write to the chip and turn off security bit
Lessons Learned Avoid complexity and reduce points of failure Decreased tagging on multi-party sets Table top instead of under-mounted reading pads Accept non tagged items – make it a backroom issue not a customer service issue Removed receipt printers from sorters It may look like you have way too much room now… Sorters need a lot of space, customers need space to place items, equipment and materials interfere with readers Don’t forget about the furniture… Compare costs of Kiosk vs Table Top models, Table top cheaper and more flexible
Lessons Learned Weeding, weeding, weeding BEFORE tagging Running the pilot project created the knowledge base for a successful system implementation RFID has helped enable staff spend more time on higher value customer interactions Other changes: hold process, floating collections have also helped Increase in circulation without increasing staff The Public is initially concerned about staff losing jobs – need to have consistent messages ready Most customers respond very positively to RFID More privacy; quicker check-in Implementation anxiety is mostly temporary
Lessons Learned Efficiency improvements require a system implementation Renovations provide opportunity to implement RFID RFID has enabled better merchandising of the collections RFID equipment is very important, but so is furniture and positioning - follow the standards for spacing equipment It’s a project – run it like one
Lessons LearnedWhat worked well… Cross & small group training Greeter function (self checks and sorters) Sorter Updates – project awareness Standard public service messages Have a backup plan for when sorter is downWhat didn’t… Need a lab to practice typical situations Running two parallel systems is difficult for a long time Upgrade on a closed Friday and open with new on Saturday
By the numbers… 35 self checks 65 staff pads 5 sorters 46 gates (pedestals)
Next steps Improved statistical reporting through Xpresscheck management console and Exit Watch software Complete the rollout of the last self checks and gates Complete installations at remaining locations New Builds – Lynden, Waterdown Renovations –Terryberry, Kenilworth & others Inventory wand Library Dispenser for alternative service delivery Move from project implementation to operational mode Improve documentation and support processes