Looking Through a New Lense: Continuous Improvement in Action

Abstract

Objective: Establish a culture of continuous improvement and a renewed emphasis on customer service at Miner Library by reengineering our strategic planning and utilizing practical tools to evaluate and improve processes and services. Methods: The authors attended a series of eight workshops on Continuous Assessment and Improvement for Libraries and with the input of the entire library staff, are implementing the philosophy and tools learned in the workshops. Results: The library's mission, vision and values were crafted with the assistance of the entire staff. High level measures were developed. A pilot process was implemented to provide opportunities for staff training. Five chartered teams are tackling several of the library's key goals. Conclusions: Continuous Improvement and Assessment gave Miner Library a new set of tools and a pathway to improve services in order to "surprise and delight" customers.