Technical Services Operations Research Articles

Cotton Web Limited: a journey from disintegrated complaint handling to an efficient and robust e-complaint management system

Learning outcomes The purpose of this study is to make students understand the logic behind and implications of the “Socio-Technical Imbrication Framework” that can help them understand the importance of aligning workforce motivation and capabilities with the modern technology deployed in the organization. Moreover, students will understand the essentiality and criticality of customer satisfaction for the organization. Case overview/synopsis The technical services operations team at Cotton Web Limited formerly relied on JS Node, e-coordination system, to address customer complaints. There were many bugs in that system as it did not carry along the complaint tracking protocol, was slow in response, fundamentally structured upon manual complaint record keeping that resulted in piling up un-resolved complaints for a longer period of time. The team under the leadership of Mr. Hasan Ali, a competent expert working as GM Research and Data Analytics, undertook detailed analysis of recurring glitches in this system and replaced it with a novel Web-based automated complaint management system at Cotton Web Limited. This entire diagnosis and intervention process took almost three months till completion. The case is written for use in courses in the curriculum of BBA, BBIS, BSIT and BSCS programs at undergraduate level. It is most suitable for the courses in leadership, change management, business process reengineering, soft engineering, team building and business communication. Complexity academic level The case is suitable for teaching at Undergraduate level to the students of BBIS, BBA, BSCS and BSIT students in the last year of their degree programs. Teaching faculty can use case-based methodology for student learning by putting them into a real-life situation faced by an organization and letting them think critically and identify following points for further discussion and clarity: individual or in groups; problem identification through discussion; the stakeholders involved in the company’s situation through presentation or one-pager presentation; case analysis with reaching best solution to prevailing issue at hand through group discussion; reaching a decision or solution with reasonable logic and justification through group discussions; and create further dilemma on the basis of questions unanswered within this case story. Supplementary material Teaching notes are available for educators only. Subject code CSS 7: Management Science.

Елементно-модульний метод системи технічного сервісу транспортних машин

The paper proposes that the element-modular method of the system of technical service of transport machines is based on the characteristic intervals of change of diagnostic parameters that determine the technical condition of their components, systems and units as elements. Theoretically substantiated changes in diagnostic parameters taking into account the degree of restoration of the technical condition of systems and units for technical service operations. The maximum resource of elements of the transport machine and the law of distribution of this indicator are considered. From the economic point of view the expediency of restoration of a technical condition of elements of transport cars by the offered system of technical service is proved. The criterion of economic expediency of application of technical actions on restoration of a technical condition of transport cars is offered. It is shown that according to this criterion it is possible to estimate the cost of technical actions to improve the technical condition of the transport vehicle and the fleet as a whole. The criterion of efficiency of technical action on improvement of a technical condition of an element of transport cars and a factor of rational use of a resource with possible situations is offered also. An algorithm for controlling the system of technical service of transport machines by the element-modular method has been developed. The results of forecasting technical control and regulation of the studied elements of transport vehicles: engine and transmission are considered. It is shown that the proposed element-modular method of technical service makes it possible to adjust certain technical operations to ensure and restore the appropriate level of operational reliability of transport vehicles.

INNOVATIVE TECHNOLOGY ASSESSMENT OF AGRICULTURAL TRACTORS CONSTRUCTION MANUFACTURABILITY WITH TECHNICAL SERVICE

More and more attention is paid to the economic side of the problem of increasing the tractors’ operational and repair manufacturability level in all tractor construction structures of domestic production of the Republic of Uzbekistan. It is advisable to increase the tractors’ operational and repair manufacturability level by determining the main directions, taking into account the technical objects adaptability to technical service operations and their diagnosis

From the bottom up: Engaging technical services staff in decision-making

Sweeping innovations in publishing models, shifts from print to electronic, and the expanding impact of consortia alliances have transformed technical services operations in academic libraries. Work of technical services units is transitioning from daily assignment of routine work by supervisors, to a dynamic project-based operation where both staff and management input is crucial to the success of the unit. The new environment requires all staff to actively engage in decision-making as part of a team of colleagues and managers, using evaluation, synthesis, and prioritization to meet project and operational goals. This article describes activities Eastern Washington University Libraries’ Collection Services unit has undertaken to involve and empower its classified staff in decision-making and priority-setting in order to drive innovation and change within the unit and library-wide. Unit activities have included redesigning physical space, instituting summer retreats, establishing unit ground rules, and ensuring classified staff involvement in hiring. These activities have laid the groundwork for a more collaborative and empowered team of paraprofessional and professional staff able to successfully anticipate and adapt to the rapidly evolving academic library environment.

Application of information and communication technology facilities in technical services operations at Bayero University library, Nigeria

This paper examines the application of Information and Communication Technology (ICT) facilities to technical service operations of Bayero University Library, Kano. Qualitative research method was adopted for the purpose of the study. The population for the study comprised of the eleven (11) staff members of the technical service unit of the library, while the head of the unit was sampled to respond to the interview questions posed. The study revealed that ICT facilities that were used in the technical service unit of the library were computers, printers, mobile phones, Virtual Library Software, internet, cataloguing and classification tools such as Online Computer Library Center (OCLC) and Library of Congress Online Catalog. Findings also revealed that inadequate training of staff on ICT application to technical services; poor electricity supply and insufficient fund were some of the challenges plaguing the application of ICT facilities to technical unit of the library. The study recommends that there should be adequate straining of staff, provision of sufficient funds and constant supply of electricity among others to boost ICT application in the technical service unit of the library. Keywords: ICT facilities, Technical service, Bayero University Library

Planning from the Middle Out: Phase 1 of 2CUL Technical Services Integration

The Columbia and Cornell University Libraries’ partnership is now in its fourth year. Its composite acro-nym (2CUL), which condenses a doubling of the two participating libraries’ initial letters, in itself reflects the very nature of the collaboration’s strategic purpose: a broad integration of library activities in a number of areas – including collection development, acquisitions and cataloging, e-resources and digital management, and digital preservation. In what is perhaps their boldest, most ambitious 2CUL initiative to date, the two libraries have begun planning for and have taken the first steps towards an integration of their substantial technical services operations. In this paper, the authors outline the goals of 2CUL Technical Services Integration (TSI), report on the first phase of the work, reflect on what they have learned so far in planning for this operational union, and look forward to the next steps of the project in which the two institutions will initiate incrementally the functional integration of the two divisions. The period covered in Phase 1 of TSI is September 2012-December 2013.

The Pivot: Phase 2 of 2CUL Technical Services Integration

The Columbia and Cornell University Libraries’ partnership (2CUL) is now in its fifth year. Its composite acronym (2CUL), which condenses a doubling of the two participating libraries’ initial letters, summarizes both vision and mission: a broad integration of library activities in a number of areas – including collection development, acquisitions and cataloging, e-resources and digital management, and digital preservation, and reciprocal onsite use of collections. A key component of the partnership is 2CUL Technical Services Integration (TSI), an initiative funded by a generous three-year grant from the Andrew W. Mellon Foundation to plan for the merger of technical services operations. The authors reported on the first phase of this project last year in this forum (Kate Harcourt and Jim LeBlanc, “Planning from the Middle Out: Phase 1 of 2CUL Technical Services Integration,” Collaborative Librarianship 6:1 (2014)). In this paper, they draw on the existing literature on collaboration, both within libraries and beyond, to report and reflect on the second phase of the TSI project and, in particular, the decision to reconceive TSI as an evolving set of mutually beneficial initiatives rather than a more comprehensive administrative integration of technical services operations. The period covered in this article is December 2013-December 2014.

PCC Training for Copy Catalogers: Is It Worth the Investment? The Columbia University Libraries Experience

This paper presents a case study program implemented at Columbia University Libraries that trains copy in Program for Cooperative Cataloging (PCC) and Name Authority Cooperative Program (NACO) principles. Under the guidance of the NACO coordinator and cataloging supervisors, copy create PCC-level records for belles lettres materials, construct name and uniform title headings, and submit classification number proposals for literary authors in a variety of languages in both roman and nonroman scripts. The benefits of the program include timely and efficient processing of materials, high-quality bibliographic records, better collocation of belles lettres, and upgrade of vendor or member records utilized by the shared cataloging community. The program serves as an important step in the professional development of copy and contributes to the growth of training and mentoring skills of professional catalogers. The skills acquired by copy can be used in future cataloging projects such as metadata creation and name disambiguation. ********** The past two decades have witnessed a significant change in functions and daily operations of technical services departments in academic libraries. Rapid technological developments, shrinking budgets, merging of cataloging and acquisitions departments, and increased use of vendor records have contributed to reevaluation of workflows, reassignment of personnel, and creation of new in-house training programs. The current economic and information environment suggests that technical services will continue to experience these changes in the near future. As libraries continue to move from ownership-based to access-based models, technical services departments will face the challenge of providing access to new types of resources while still processing materials in more traditional formats. These transformations will influence staffing changes and blend job responsibilities in technical services departments in academic libraries. The shift of professional tasks from professional librarians to paraprofessional staff in various aspects of technical services operations is a reality widely acknowledged by library literature and practitioners in the field. (1) The area of cataloging in particular has much potential for training and developing copy catalogers skills to perform more complex and motivating tasks. The research to date has largely focused on successful development of copy cataloging skills. The specifics of training paraprofessionals in original cataloging have rarely been a focus of professional literature. (2) In addition, the authors found no research describing the process of training copy in Name Authority Cooperative Program (NACO) of the Program for Cooperative Cataloging (PCC) principles, cataloging to PCC level, and cataloging of belles lettres by paraprofessionals. The present study describes a successful program developed at Columbia University Libraries (CUL) in which the combination of copy catalogers' skills and abilities and the institutional training potential resulted in a rewarding outcome. This paper begins by reviewing existing literature on paraprofessionals' participation in original cataloging and principals of PCC and NACO. Then the authors discuss the training and ongoing workflows for paraprofessionals cataloging belles lettres material to PCC level, including creating authority records and submitting call number proposals to be included in the name authority record for a literary author. Finally, the authors argue that competencies obtained by paraprofessional staff in this program have the potential for application in a new emerging cataloging and metadata environment. Literature Review Paraprofessionals and Original Cataloging Several studies have discussed the topic of paraprofessionals' involvement in original cataloging. In 1992, Benand, reflecting on trends in cataloging departments, appealed to library managers with the suggestion to take better advantage of people's skills and abilities by actively involving paraprofessionals in original cataloging. …

Being Earnest With Collections--The Importance of Reviewing Technical Services Operations to Promote Efficient Access and Enhanced Discoverabilty of Resources

Being Earnest With Collections--The Importance of Reviewing Technical Services Operations to Promote Efficient Access and Enhanced Discoverabilty of Resources

Ready or Not?

This paper analyzes results of a survey on shelf-ready materials management and cataloging practices in US academic libraries with various collection sizes. The survey respondents consisted of managers and librarians in technical services operations. Survey questions addressed topics such as the volume of shelf-ready materials, perspectives on shelf-ready expansion, the effect of local cataloging practices on shelf-ready services, the amount of cataloging and processing errors, and quality control. The majority of participants were from small- and medium-size academic libraries, and print materials were the prevalent format for shelf-ready treatment. Two main reasons for shelf-ready implementation across libraries of all sizes were the need to improve materials turnaround time and the desire to redeploy staff for other projects or tasks.

The Pivot: Phase 2 of 2CUL Technical Services Integration

The Columbia and Cornell University Libraries’ partnership (2CUL) is now in its fifth year. Its composite acronym (2CUL), which condenses a doubling of the two participating libraries’ initial letters, summarizes both vision and mission: a broad integration of library activities in a number of areas – including collection development, acquisitions and cataloging, e-resources and digital management, and digital preservation, and reciprocal onsite use of collections. A key component of the partnership is 2CUL Technical Services Integration (TSI), an initiative funded by a generous three-year grant from the Andrew W. Mellon Foundation to plan for the merger of technical services operations. The authors reported on the first phase of this project last year in this forum (Kate Harcourt and Jim LeBlanc, “Planning from the Middle Out: Phase 1 of 2CUL Technical Services Integration,” Collaborative Librarianship 6:1 (2014)). In this paper, they draw on the existing literature on collaboration, both within libraries and beyond, to report and reflect on the second phase of the TSI project and, in particular, the decision to reconceive TSI as an evolving set of mutually beneficial initiatives rather than a more comprehensive administrative integration of technical services operations. The period covered in this article is December 2013-December 2014.

Planning from the Middle Out: Phase 1 of 2CUL Technical Services Integration

The Columbia and Cornell University Libraries’ partnership is now in its fourth year. Its composite acronym (2CUL), which condenses a doubling of the two participating libraries’ initial letters, in itself reflects the very nature of the collaboration’s strategic purpose: a broad integration of library activities in a number of areas – including collection development, acquisitions and cataloging, e-resources and digital management, and digital preservation. In what is perhaps their boldest, most ambitious 2CUL initiative to date, the two libraries have begun planning for and have taken the first steps towards an integration of their substantial technical services operations. In this paper, the authors outline the goals of 2CUL Technical Services Integration (TSI), report on the first phase of the work, reflect on what they have learned so far in planning for this operational union, and look forward to the next steps of the project in which the two institutions will initiate incrementally the functional integration of the two divisions. The period covered in Phase 1 of TSI is September 2012-December 2013.

Application of Information and Communication Technology (ICT) to Technical Services in Libraries

The term technical services is used in this paper to refer to the major operations that are common to all Technical Services Divisions in libraries – namely, cataloguing, classification, indexing and abstracting. These activities have many repetitive components which used to be done manually. But today the new technology has changed that trend. These major technical services operations, the application of ICT to them, the obvious advantages of ICT and the challenges are examined in this paper. Implementable recommendations are made in the areas of management of electronic resources, library school curricula, funding and training and re–training of librarians. KEYWORD Information and Communication Technology – Libraries – Technical Services Management – Electronic Resources

A New Way to Manage Uncataloged Materials: A Case Study from Moving the University of Nevada, Reno’s Federal Depository Collection

In 2008, the University of Nevada, Reno Library moved into a new building, the Mathewson-IGT Knowledge Center. As part of this move, approximately half of the library’s print collections were moved into the building’s automated storage and retrieval system; a substantial portion of these materials were federal depository materials. This case study describes how cataloging and government documents staff at the University of Nevada, Reno collaborated to achieve intellectual and physical control over a huge, largely uncataloged government documents collection destined for automatic storage. More than 9,000 linear feet of uncataloged government documents had to be placed into an automated storage system that requires catalog records for all stored items. To accommodate uncataloged documents, staff devised a way to create bulk catalog records, store these materials efficiently, and provide user access. The authors will explain how this project was planned for and executed as part of the library move, and then assess the success of the project and its impact on public and technical services operations after a year of working with the new system. The impact of moving this collection on public access is particularly significant in light of the library’s service mandate as a regional federal depository.

Innovative Redesign and Reorganization of Library Technical Services: Paths for the Future and Case Studies (review)

Reviewed by: Innovative Redesign and Reorganization of Library Technical Services: Paths for the Future and Case Studies Peggy Johnson Innovative Redesign and Reorganization of Library Technical Services: Paths for the Future and Case Studies, ed. Bradford Lee Eden. Westport, CT; London: Libraries Unlimited, 2004. 480 p. $45(ISBN 1-59158-092-7) Reorganizing and redesigning technical services departments is a hot topic in libraries because of pressure brought about through technological innovations in formats and delivery, changing integrated library systems, and constant calls for efficiencies and economies in the face of stringent budgets. This edited collection provides an in-depth examination of these issues and others that are affecting technical services, including retirements and personnel turnover, a disconnect between the needs of libraries and the number of qualified catalogers completing library school, changing roles of support staff, and the outsourcing of cataloging. Bradford Lee Eden, editor of this compilation, is a recognized authority on technical services innovation and has compiled an admirable collection of 20 papers by 29 knowledgeable, experienced authors. The first six papers (Part 1) address theory through a literature review, an examination of technical services from a library and information science educator and a practitioner, surveys of staffing trends and changing library technical services operations, an examination of options for performing quality cataloging with reduced funding, and an essay that explores the evolution of cataloger responsibilities from 1997 through 2003. [End Page 134] Part 2, "Case Studies," is more practical in approach and consists of reports of innovative redesign and reorganization initiatives in library technical services units. The libraries represented include large, mid-sized, and small academic libraries, an academic law library, a U.S. government agency, and an academic geospatial information repository. No similar collection of papers has been published in more than 10 years; this collection fills a critical gap in the literature. Readers first are presented with a theoretical context in which to consider the real life experiences recounted in the second half of the book. I found Laurie Lopatin's "Review of the Literature: Technical Services Redesign and Reorganization" and Nadine P. Ellero's "The Name and Role of the Cataloger in the Twenty-First Century" to be particularly interesting. The case studies draw conclusions and implications beyond the immediate context described, letting readers ponder inferences for other libraries. Most chapters are accompanied by references. Some have tables and figures that illustrate the concepts or descriptions presented. I found the organization charts and position descriptions particularly informative. The index is serviceable. Only two flow charts are provided, and the quality of one (p. 219) in the copy reviewed was blurry. More examples of higher quality would have enriched a book with such a heavy focus on process redesign. These are small quibbles and do not affect the overall quality and value of this collection of papers. Without collections (local and remote) and physical and intellectual access to them, libraries are not libraries. Technical services units serve a critical role in acquiring and making resources available. Innovative Redesign and Reorganization of Library Technical Services explores this critical role—what is changing and what remains constant. Ellero starts her paper with a quote from Victor Hugo: "Change your opinions, keep to your principles; change your leaves, keep intact your roots." (p. 119) This book looks at values underlying technical services, as well as means and methods. Peggy Johnson University of Minnesota Libraries m-john@umn.edu Copyright © 2005 The Johns Hopkins University Press

Starting with an Empty Map

SUMMARY Nancy Slight-Gibney and Mary Grenci from the University of Oregon Libraries presented the results of a time/cost study conducted during 2002 to measure resource utilization associated with all aspects of technical services operations performed in the University of Oregon Libraries Acquisition and Catalog Departments. This workshop focused on the data gathered regarding serials operations across the departments. The overall goal of the study was to provide a solid research foundation that could be used to support process and budgetary decisions that would best support the mission of the Libraries. The workshop concluded with an audience participation discussion regarding possible interpretations of the research results.

Falling In and Out of Love

As academic libraries undergo renovation and building projects, various technical service operations are frequently moved out of the main building and housed in an off-site location. The aim of this research was to discover, by means of a questionnaire, what the impact of such a move is on the workflow of professional catalogers. The researchers concluded that a positive experience on the part of the catalogers depends upon detailed planning, thoughtful administrative support, and an element of luck. However, some problems are unavoidable in moving catalogers away from the main collection.

Impact of Outsourcing Technical Services Operations in a Small Academic Library

Outsourcing part or all of technical services in academic libraries is an emerging trend hotly debated in our profession. Although outsourcing may be more prevalent in the larger institutions, it has enough applications and implications to warrant study in a small institution. Current library literature suggests a rapidly growing interest in technical services outsourcing as a way to control costs and distribute labor. This case study will focus on determining the viable outsourcing options for three collections: standing orders, firm orders, and audio-tapes in a library serving the needs of an undergraduate public liberal arts institution. Reasons for exploring outsourcing included a reduction in paraprofessional staff, a restructuring of professional staff, and a desire to experiment with workflow.

How to Create a Technical Services Team

During the last two years, technical services operations at Western Maryland College have undergone changes in personnel, technology, workflow, and departmental organization. The Technical Services department, created by a 1997 merger of two separate departments, has survived and flourished amidst such change. The secret is teamwork. By planning together, clarifying responsibilities, re-thinking procedures and by sometimes taking a break from work together, staff have preserved and strengthened their team identity and have increased departmental productivity by 57 percent.

Online Documentation in Library Technical Services

For the past several decades technical services operations have witnessed a steady increase in the complexity of their policies, procedures, and workflows. Thus, there is little doubt that documentation plays a critical role in library technical services. Historically, however, documentation has played a secondary role in library productivity. Because of this, the value of strategically integrating documentation into technical services operations has not been recognized. The purpose of this paper is to characterize the current situation in the use of documentation in library technical services, and in so doing to awaken library administrators to the potential that moving documentation to the online environment possesses for enhancing departmental operations in cataloging and acquisitions. Three digital platforms-Microsoft Word, the World Wide Web, and Folio VIEWS-will be compared and contrasted in order to bring out the various considerations necessary in developing an online environment for documentation.