Application OF SIX SIGMA tool IN LIBRARY MANAGEMENT: a bird’s eye view
Dr. R. Sevukan1
N. Suresh2
R. Madasamy3
1Reader, Department of Library and Information Science
Pondicherry University, Puducherry – 14
Sevukan2002@yahoo.com
2Assistant Librarian and Information officer
Anna Centenary, Chennai – 85
iamnsuresh@gmail.com
3Librarian and Information Officer
Anna Centenary, Chennai – 85
madasamy.acl@gmail.com
Abstract
Six sigma is a quality improvement tool to measure the process outputs in the manufacturing sectors for error reducing system. This paper emphasises on how to implement the six sigma tool in library management for identifying the key functional areas to achieve the user’s satisfaction with continuous process. It also highlights the areas in which the six sigma tool can be applied to perform the high level satisfied functions towards the user’s satisfaction and enable the users to the optimum utilization of library resources.
Keywords: six sigma; library measurement tool; quality assessment;
library quality management
I.Introduction
Modern library management lays great emphasis on objectives to be accomplished by the system. In library and information centres the first and foremost objective is to satisfy the need of its users. To achieve this goal proper library management based on scientific principles is very important. Six Sigma is a business management strategy is to improve the quality of process outputs by identifying and removing the causes of defects and minimizing variability in manufacturing and business processes. Therefore, the Six Sigma being the tool for assessing the quality as well as the problem solving tool for corporate sectors may be applied in library management also.
This paper suggests to implement Six Sigma in library management activities like Acquisition, Classification & cataloguing, Inter library loan, Stack Maintenance, etc. The aim of this study is to seek implementation of Six Sigma as a result of well-organized management. In addition it aims to launch information resources and quality service in the competitive world to improve the satisfaction of users.
II. Definition
In the term “Six Sigma”, Sigma (σ) denotes the standard deviation of a process and signifies that the nearest specification limit should be at least six sigma from the mean of the process. According to statistic, a process that fits Six Sigma between the process mean and the nearest specification limit does not practically produce any defects. In Six Sigma, a defect means anything that does not satisfy customer’s specifications. Indeed, Six Sigma is a quality improvement method to eliminate defect in any process up to near perfection, to be more quantitatively, a six sigma process must not produce more than 3.4 DPMO (Defects per Million Opportunities). Six Sigma is a philosophy, a measure, and a methodology that provides businesses with the perspective and the tools needed to achieve high levels of performance for both product and service offerings (Basek and Roy, 2005).
Six Sigma stands for Six Standard Deviations (Sigma is the Greek letter used to represent standard deviation in statistics) from mean. It is statistically based methodology for improving product quality to meet the users’ needs. Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimizing variability in manufacturing and business processes (Antony 2002).
III. Literature review
Yong kim, et al (2009) applied six sigma in library acquisition process and the results proved that services of the library acquisition was good and better after implementing six sigma tool. Chita Kaushik., et al. (2007) applied six sigma in services sector particularly in library services with emphasis on necessary critical success factors and key performance indicators and it was found that there was a significant improvement in the quality of library services and the user’s satisfaction. Sarah Anne Murphy (2009) implemented in Ohio state university library to analyse virtual reference services and state the benefits and limitations of deploying a lean six sigma with a library organisation. Dong – Suk Kuin (2010) implemented Six Sigma in Sungkyunwan University Library and determined its success factors. Susan Kumi and Johan Morrow (2006) implemented the six sigma tools to improve self services at new castle university library.
IV. Features of six sigma TOOL
The unique features of Six Sigma tool are as follows:
· It follows DMAIC frame work.
· It advocates “Top – down” approach.
· It is customer focused.
· It imparts elaborate training and certification process that result in Black Belt, Green belt, and so on.
V. Advantages of Six Sigma TOOL
· Six Sigma helps understand and manage user needs
· Line up the key process to achieve the needed requirements
· Exploit accuracy in data analysis to minimize defects in the process
· Bring fast development and continue improvement to management process.
· Minimizing the effort and maximizing the users satisfaction
· Helps to work smart rather than hard.
· Bringing the efficiency among employees
· Training is integral to the management system
i. VI. Disadvantages of Six Sigma TOOL
The quality standards should be according to specific task and measuring 3.4 defects per million as standard leads to more time spent in areas which are less profitable.
Six Sigma gives emphasis on the rigidity of the process which basically contradicts the innovation and kills the creativity.
Six Sigma is a bit gimmicky and simply a rebranding of the continuous improvement techniques and tools.
Implementation of Six Sigma constantly requires skilled man force.
While converting the theoretical concepts into practical applications there are lot to real time barriers which needs to be resolved.
V.Methodologies of Six Sigma Tool
There are two types of methodologies in Six Sigma – DMAIC and DMADV. DMADV stands for Define, Measure, Analyze, Design and Verify, which is used to create new product designs or process designs. DMAIC stands for Define, Measure, Analyze, Improve and Control. DMAIC is used to improve an existing business process.
In this study, the authors suggest DMAIC which is best suited to the library environment. The method insists to have continuous assessment, improvement, and guide to bring out excellent services to library users. There are five stages in DMAIC methodology to improve the quality, service, and resources of the library.
VI. application areas of Six sigma in Library Management functions
The possible areas in which the Six Sigma tool could be applied are as follows:
· Acquisition
· Classification & Cataloguing.
· Circulation
· Stack Maintenance
· Inter Library Loan
· Reference service
VII. Staff Training
While implementing a new system or tool, staff training is essential to make the system or the situation better. As far as the Six Sigma tool is concerned, staff need to be imparted training on the fundamental and practical knowledge of sigma. Starting from Chief librarian to lower level library attendants are to be trained. Many management institutions offer training and give certification with belts for ranking the hierarchy. There are four types of belts in six sigma such as Master Black belt, Black Belt, Green belt and White belt.
VIII. Hierarchy Structure of Six sigma in Library
In a college, Head of the institution i.e. Principal is the Champion, Chief Librarian is the master black belt, Assistant Librarian is Black belt, Library Assistants are Green belt, and Library attendant is white Belt. Role and duty are assigned as per the hierarchy.
IX. DMAIC (Define, Measure, Analyze, Improve and Control)
First emphasize is laid on “Define” the problems, the opportunity, the process, the projects, the goals and the users. The second one is “Measure”, which helps you to decide current level, current process and decide customer needs and requirements. “Analyze” is the step which guides you to decide the origin and source of the defects. The fourth step “Improve” is to improve the process by eliminating defects / performance / current procedure / standard of work. At last the finest step is “Control”, which makes you to look and take control all the above acts. DMAIC cycle method should be repeated again and again for continuous improvement
A) Define – Draw up execution plan by using
This is first and foremost stage where we have to start the process. The problem needs to be identified and define it clearly and analyze from where it starts. This phase helps us to make “problem statement”. This problem statement will provide a clear description of the problems and present significant details about the problems. This ‘define’ phase provides to know the existing problems, makes us to have our own objectives and users’ needs and demands. Based on their requirement we can define and set the objectives and goals to meet their needs. In general we can raise the following problems in key library functions. i.e. acquisition, classification & cataloguing, inter library loan, and stack maintenance.
B) Measure – Collect data, examine current level and target
The second stage of DMAIC process is “measure”. The purpose of the stage is to collect data and facts related to problems with users. Measurement will be done based on data collection and analysis, mapping the process and understanding description of the process. Data collection is one of the important processes before analyzing the situation.
While analyzing the existing library functions and process, there is a formula for measuring the problem. The formula may be mathematically expressed as:
Y = f(X)
Where,
X= Input variables;
Y= Process output or outcome; and
F = Frequency
C) Analyze – Find out potential causes of problem
Use process maps the data to determine which steps in the process need to be changed. This stage helps find the reasons for problems and work out the solution to problems.
D) Improve – Perform pilot test and analyze the results
This stage makes to improve the library condition from past to present and helps us to do better in future. In this phase, we can improve the procedure and try to find out new ideas, plans and thoughts. This phase will help the library to improve the efficiency of work. Ultimately library employees can save their time and improve their work as well as can serve the library users in the best possible manner. Efficient and systematic approach is indispensible to improve the library quality. This stage will fulfil this requirement. This phase guides the library employees to work smart rather than work hard. Ultimately this enables a library to minimize the work and maximize service to the library users.
E) Control – Monitoring the Process
The ultimate stage of DMAIC is ‘control’. This stage helps review and update the process. It takes overall control of the above all stages or phases. Here it is mandatory to determine the effectiveness, processes and implementations. There is a saying goes “prevention is better than cure”. In such a way, this phase controls the existing systems and policies to prevent the repetition of the problems. In this stage we learn to plan how to tackle the threat and danger in future. This process guides us to learn to control and eliminate the library users’ complaints and also to improve the efficiency of library employees. Periodically unannounced audits will help improve accuracy.
X. Five Laws of Library Science and Six sigma
Dr. S.R .Ranganathan, the Father of Library Science enunciated Five Laws of Library Science in 1931. Fundamental objective of five law of library science is user’s satisfaction. According to fifth law “Library is a growing organism”, the librarians should keep on innovating new ideas and applying new tools and techniques in library services that would help towards the expansion of library services and resources. Therefore, application of six sigma in library management provides quality services to the users by which the satisfaction of users can be achieved with the help of providing better and improved new services in the library.
XI. Impact of Six sigma
· Continuous efforts will reduce process variation and help to achieve users' needs and demands.
· Six Sigma helps achieve short-term rather than long term performance.
· It helps minimize library employees work effort and maximize the users' needs.
· It helps achieve users’ satisfaction and to improve the quality of the library.
· Six Sigma guides the employee to work smart rather than work hard.
XII. Conclusion
Library is the organisation which needs to focus on quality of service and user satisfaction. Six Sigma is generally used in manufacturing sectors to minimize the wastages and to assure this quality in such a way the same can be implemented in libraries to develop the process and improve the standard of the library to satisfy the users. It insists on continuous improvement and development of the library as well as library staff members. The ultimate goal of the library is to satisfy its users. This can be achieved only by applying and experimenting new tools and techniques available today for libraries. Therefore, it could be concluded that Six Sigma is one of such tools which can be applied in libraries as it helps library employees to have a better management to evaluate the services to library users.
References
2. Ahmad Ali Al-Zubi, Imtiaz Basha. (2010) Six Sigma In Libraries: A Management Perspective, Canadian Journal on Computing in Mathematics Natural Sciences, Engineering & Medicine Vol. 1, No. 3, April 2010 .
3. Chitra Koushik, Et al., (2007) Six sigma application for library services, DESIDOC Bulletin of information technology.Vol.27 No.5 September 2007.
4. Coronado, R.B. and Antony, J. (2002). “Critical success factors for the successful implementation of six sigma projects in organizations”, The TQM Magazine, Vol. 14, No.2, pp 92 – 99.
5. Dong-Suk Kim (2010). “Eliciting success factors of applying Six Sigma in an academic library: A case study” Performance Management and Metrics, Vol.11, No.1, pp 25-38.
6. El-Haik, B. and Roy, D.M. (2005). Service design for six sigma: a roadmap for excellence, John Wiley and Sons, Inc., Hoboken: New Jersey.
7. Harry M. and Schroeder, R. (2000). Six sigma: the breakthrough management strategy revolutionizing the world’s top corporations, 1st ed., Random House Inc., New York.
8. Sarah Anne Murphy (May 2009). “Leveraging Lean Six Sigma to Culture, Nurture, and Sustain Assessment and Change in the Academic Library Environment”, College and research Libraries.
9. Suresh N. Application of Six sigma concept to effective academic library management and users satisfaction ,National conference on future academic libraries challenges and opportunities 2011, Madurai Kamaraj university.
10. Susan Kumi and John Morrow (2006). “Improving self service the six sigma way at Newcastle University Library”, Program: Electronic library and Information systems, Vol. 40, No. 2, pp 123-136.
11. Yong Kim et al., (2010). A Six Sigma-based method to renovate information services Focusing on information acquisition process. Library Hi Tech, Vol.28, No.4, pp 632-647.
12. http://www.iamot.org/conference/index.php/ocs/9/paper/view/1766/806. (Accessed on 21.10.2011).
13. http://en.wikipedia.org/wiki/Six_Sigma. (Accessed on 21.10.2011).
Dr. R. Sevukan1
N. Suresh2
R. Madasamy3
1Reader, Department of Library and Information Science
Pondicherry University, Puducherry – 14
Sevukan2002@yahoo.com
2Assistant Librarian and Information officer
Anna Centenary, Chennai – 85
iamnsuresh@gmail.com
3Librarian and Information Officer
Anna Centenary, Chennai – 85
madasamy.acl@gmail.com
Abstract
Six sigma is a quality improvement tool to measure the process outputs in the manufacturing sectors for error reducing system. This paper emphasises on how to implement the six sigma tool in library management for identifying the key functional areas to achieve the user’s satisfaction with continuous process. It also highlights the areas in which the six sigma tool can be applied to perform the high level satisfied functions towards the user’s satisfaction and enable the users to the optimum utilization of library resources.
Keywords: six sigma; library measurement tool; quality assessment;
library quality management
I.Introduction
Modern library management lays great emphasis on objectives to be accomplished by the system. In library and information centres the first and foremost objective is to satisfy the need of its users. To achieve this goal proper library management based on scientific principles is very important. Six Sigma is a business management strategy is to improve the quality of process outputs by identifying and removing the causes of defects and minimizing variability in manufacturing and business processes. Therefore, the Six Sigma being the tool for assessing the quality as well as the problem solving tool for corporate sectors may be applied in library management also.
This paper suggests to implement Six Sigma in library management activities like Acquisition, Classification & cataloguing, Inter library loan, Stack Maintenance, etc. The aim of this study is to seek implementation of Six Sigma as a result of well-organized management. In addition it aims to launch information resources and quality service in the competitive world to improve the satisfaction of users.
II. Definition
In the term “Six Sigma”, Sigma (σ) denotes the standard deviation of a process and signifies that the nearest specification limit should be at least six sigma from the mean of the process. According to statistic, a process that fits Six Sigma between the process mean and the nearest specification limit does not practically produce any defects. In Six Sigma, a defect means anything that does not satisfy customer’s specifications. Indeed, Six Sigma is a quality improvement method to eliminate defect in any process up to near perfection, to be more quantitatively, a six sigma process must not produce more than 3.4 DPMO (Defects per Million Opportunities). Six Sigma is a philosophy, a measure, and a methodology that provides businesses with the perspective and the tools needed to achieve high levels of performance for both product and service offerings (Basek and Roy, 2005).
Six Sigma stands for Six Standard Deviations (Sigma is the Greek letter used to represent standard deviation in statistics) from mean. It is statistically based methodology for improving product quality to meet the users’ needs. Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimizing variability in manufacturing and business processes (Antony 2002).
III. Literature review
Yong kim, et al (2009) applied six sigma in library acquisition process and the results proved that services of the library acquisition was good and better after implementing six sigma tool. Chita Kaushik., et al. (2007) applied six sigma in services sector particularly in library services with emphasis on necessary critical success factors and key performance indicators and it was found that there was a significant improvement in the quality of library services and the user’s satisfaction. Sarah Anne Murphy (2009) implemented in Ohio state university library to analyse virtual reference services and state the benefits and limitations of deploying a lean six sigma with a library organisation. Dong – Suk Kuin (2010) implemented Six Sigma in Sungkyunwan University Library and determined its success factors. Susan Kumi and Johan Morrow (2006) implemented the six sigma tools to improve self services at new castle university library.
IV. Features of six sigma TOOL
The unique features of Six Sigma tool are as follows:
· It follows DMAIC frame work.
· It advocates “Top – down” approach.
· It is customer focused.
· It imparts elaborate training and certification process that result in Black Belt, Green belt, and so on.
V. Advantages of Six Sigma TOOL
· Six Sigma helps understand and manage user needs
· Line up the key process to achieve the needed requirements
· Exploit accuracy in data analysis to minimize defects in the process
· Bring fast development and continue improvement to management process.
· Minimizing the effort and maximizing the users satisfaction
· Helps to work smart rather than hard.
· Bringing the efficiency among employees
· Training is integral to the management system
i. VI. Disadvantages of Six Sigma TOOL
The quality standards should be according to specific task and measuring 3.4 defects per million as standard leads to more time spent in areas which are less profitable.
Six Sigma gives emphasis on the rigidity of the process which basically contradicts the innovation and kills the creativity.
Six Sigma is a bit gimmicky and simply a rebranding of the continuous improvement techniques and tools.
Implementation of Six Sigma constantly requires skilled man force.
While converting the theoretical concepts into practical applications there are lot to real time barriers which needs to be resolved.
V.Methodologies of Six Sigma Tool
There are two types of methodologies in Six Sigma – DMAIC and DMADV. DMADV stands for Define, Measure, Analyze, Design and Verify, which is used to create new product designs or process designs. DMAIC stands for Define, Measure, Analyze, Improve and Control. DMAIC is used to improve an existing business process.
In this study, the authors suggest DMAIC which is best suited to the library environment. The method insists to have continuous assessment, improvement, and guide to bring out excellent services to library users. There are five stages in DMAIC methodology to improve the quality, service, and resources of the library.
VI. application areas of Six sigma in Library Management functions
The possible areas in which the Six Sigma tool could be applied are as follows:
· Acquisition
· Classification & Cataloguing.
· Circulation
· Stack Maintenance
· Inter Library Loan
· Reference service
VII. Staff Training
While implementing a new system or tool, staff training is essential to make the system or the situation better. As far as the Six Sigma tool is concerned, staff need to be imparted training on the fundamental and practical knowledge of sigma. Starting from Chief librarian to lower level library attendants are to be trained. Many management institutions offer training and give certification with belts for ranking the hierarchy. There are four types of belts in six sigma such as Master Black belt, Black Belt, Green belt and White belt.
VIII. Hierarchy Structure of Six sigma in Library
In a college, Head of the institution i.e. Principal is the Champion, Chief Librarian is the master black belt, Assistant Librarian is Black belt, Library Assistants are Green belt, and Library attendant is white Belt. Role and duty are assigned as per the hierarchy.
IX. DMAIC (Define, Measure, Analyze, Improve and Control)
First emphasize is laid on “Define” the problems, the opportunity, the process, the projects, the goals and the users. The second one is “Measure”, which helps you to decide current level, current process and decide customer needs and requirements. “Analyze” is the step which guides you to decide the origin and source of the defects. The fourth step “Improve” is to improve the process by eliminating defects / performance / current procedure / standard of work. At last the finest step is “Control”, which makes you to look and take control all the above acts. DMAIC cycle method should be repeated again and again for continuous improvement
A) Define – Draw up execution plan by using
This is first and foremost stage where we have to start the process. The problem needs to be identified and define it clearly and analyze from where it starts. This phase helps us to make “problem statement”. This problem statement will provide a clear description of the problems and present significant details about the problems. This ‘define’ phase provides to know the existing problems, makes us to have our own objectives and users’ needs and demands. Based on their requirement we can define and set the objectives and goals to meet their needs. In general we can raise the following problems in key library functions. i.e. acquisition, classification & cataloguing, inter library loan, and stack maintenance.
B) Measure – Collect data, examine current level and target
The second stage of DMAIC process is “measure”. The purpose of the stage is to collect data and facts related to problems with users. Measurement will be done based on data collection and analysis, mapping the process and understanding description of the process. Data collection is one of the important processes before analyzing the situation.
While analyzing the existing library functions and process, there is a formula for measuring the problem. The formula may be mathematically expressed as:
Y = f(X)
Where,
X= Input variables;
Y= Process output or outcome; and
F = Frequency
C) Analyze – Find out potential causes of problem
Use process maps the data to determine which steps in the process need to be changed. This stage helps find the reasons for problems and work out the solution to problems.
D) Improve – Perform pilot test and analyze the results
This stage makes to improve the library condition from past to present and helps us to do better in future. In this phase, we can improve the procedure and try to find out new ideas, plans and thoughts. This phase will help the library to improve the efficiency of work. Ultimately library employees can save their time and improve their work as well as can serve the library users in the best possible manner. Efficient and systematic approach is indispensible to improve the library quality. This stage will fulfil this requirement. This phase guides the library employees to work smart rather than work hard. Ultimately this enables a library to minimize the work and maximize service to the library users.
E) Control – Monitoring the Process
The ultimate stage of DMAIC is ‘control’. This stage helps review and update the process. It takes overall control of the above all stages or phases. Here it is mandatory to determine the effectiveness, processes and implementations. There is a saying goes “prevention is better than cure”. In such a way, this phase controls the existing systems and policies to prevent the repetition of the problems. In this stage we learn to plan how to tackle the threat and danger in future. This process guides us to learn to control and eliminate the library users’ complaints and also to improve the efficiency of library employees. Periodically unannounced audits will help improve accuracy.
X. Five Laws of Library Science and Six sigma
Dr. S.R .Ranganathan, the Father of Library Science enunciated Five Laws of Library Science in 1931. Fundamental objective of five law of library science is user’s satisfaction. According to fifth law “Library is a growing organism”, the librarians should keep on innovating new ideas and applying new tools and techniques in library services that would help towards the expansion of library services and resources. Therefore, application of six sigma in library management provides quality services to the users by which the satisfaction of users can be achieved with the help of providing better and improved new services in the library.
XI. Impact of Six sigma
· Continuous efforts will reduce process variation and help to achieve users' needs and demands.
· Six Sigma helps achieve short-term rather than long term performance.
· It helps minimize library employees work effort and maximize the users' needs.
· It helps achieve users’ satisfaction and to improve the quality of the library.
· Six Sigma guides the employee to work smart rather than work hard.
XII. Conclusion
Library is the organisation which needs to focus on quality of service and user satisfaction. Six Sigma is generally used in manufacturing sectors to minimize the wastages and to assure this quality in such a way the same can be implemented in libraries to develop the process and improve the standard of the library to satisfy the users. It insists on continuous improvement and development of the library as well as library staff members. The ultimate goal of the library is to satisfy its users. This can be achieved only by applying and experimenting new tools and techniques available today for libraries. Therefore, it could be concluded that Six Sigma is one of such tools which can be applied in libraries as it helps library employees to have a better management to evaluate the services to library users.
References
2. Ahmad Ali Al-Zubi, Imtiaz Basha. (2010) Six Sigma In Libraries: A Management Perspective, Canadian Journal on Computing in Mathematics Natural Sciences, Engineering & Medicine Vol. 1, No. 3, April 2010 .
3. Chitra Koushik, Et al., (2007) Six sigma application for library services, DESIDOC Bulletin of information technology.Vol.27 No.5 September 2007.
4. Coronado, R.B. and Antony, J. (2002). “Critical success factors for the successful implementation of six sigma projects in organizations”, The TQM Magazine, Vol. 14, No.2, pp 92 – 99.
5. Dong-Suk Kim (2010). “Eliciting success factors of applying Six Sigma in an academic library: A case study” Performance Management and Metrics, Vol.11, No.1, pp 25-38.
6. El-Haik, B. and Roy, D.M. (2005). Service design for six sigma: a roadmap for excellence, John Wiley and Sons, Inc., Hoboken: New Jersey.
7. Harry M. and Schroeder, R. (2000). Six sigma: the breakthrough management strategy revolutionizing the world’s top corporations, 1st ed., Random House Inc., New York.
8. Sarah Anne Murphy (May 2009). “Leveraging Lean Six Sigma to Culture, Nurture, and Sustain Assessment and Change in the Academic Library Environment”, College and research Libraries.
9. Suresh N. Application of Six sigma concept to effective academic library management and users satisfaction ,National conference on future academic libraries challenges and opportunities 2011, Madurai Kamaraj university.
10. Susan Kumi and John Morrow (2006). “Improving self service the six sigma way at Newcastle University Library”, Program: Electronic library and Information systems, Vol. 40, No. 2, pp 123-136.
11. Yong Kim et al., (2010). A Six Sigma-based method to renovate information services Focusing on information acquisition process. Library Hi Tech, Vol.28, No.4, pp 632-647.
12. http://www.iamot.org/conference/index.php/ocs/9/paper/view/1766/806. (Accessed on 21.10.2011).
13. http://en.wikipedia.org/wiki/Six_Sigma. (Accessed on 21.10.2011).
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