Collected Works, Vol. 48: Engels: 1887-1890 by Karl Marx, Frederick Engels

By Karl Marx, Frederick Engels

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Select books 3 1 5 0 9 2 2. Answer the phone 1 0 1 0 2 2 3. Open the library 1 1 3 0 5 5 4. Empty the book drop 1 1 5 0 7 5 5. Hire staff 1 5 3 0 9 4 6. Train and develop staff 5 5 5 0 15 2 7. Plan programs 5 5 5 1 16 5 8. Clean the library 1 1 3 1 6 4 9. Select databases 3 5 1 0 9 1 10. Maintain the shelf list 0 0 0 0 0 3 11. Register new customers 1 5 3 0 9 5 12. Create promotional strategies 5 5 5 5 20 4 13. Send e-mail renewal reminders 1 5 5 1 12 2 14. Conduct focus groups 5 5 5 1 16 1 15.

The assistant director sent us a list of twelve processes to be considered for improvement. We wondered how she had arrived at the processes listed and how they related to the library’s overall directions. We discovered that the library’s existing long-range plan did not include key success factors, so we met with the director, assistant director, and human resources manager and asked what they were trying to accomplish in the next few years. After thoughtful discussion, they identified six areas of focus, which we used as the informal key success factors: (A) Take advantage of up-to-date technology in library ser­vices and operations; (B) Provide high-quality, efficient customer ser­vice; (C) Develop staff expertise in support of the library’s mission; (D) Support internal and external communications that help the library understand and respond to customer needs; (E) Reexamine the role of reference ser­vice in the twenty-first century; and (F) Ensure the library’s future financial security.

Maintain the shelf list 0 0 0 0 0 11. Register new customers 1 5 3 0 9 12. Create promotional strategies 5 5 5 5 20 13. Send e-mail renewal reminders 1 5 5 1 12 14. Conduct focus groups 5 5 5 1 16 15. Hold board meetings 1 1 1 1 4 16. Create the annual budget 0 3 3 1 7 17. Update the website 5 5 3 0 13 18. Pay bills 0 0 1 0 1 19. Check out materials 1 1 5 0 7 20. Install software updates 1 5 3 0 9 TOTALS 44 60 66 11 Condition (Good=5, Poor=1) Importance: Assign points by considering how important each process is to achieving each key success factor: 5 3 1 0 = = = = Process Process Process Process is very important to achieving the key success factor.

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