After Hillsboro Public Library (HPL) used design thinking to build a collaborative service model on the public floor, we wanted to extend it behind the scenes. How could we achieve our goal of getting items from door to floor in under 48 hours? How could we improve the workflow with selection, acquisitions, cataloging, and processing to create a 7-day-a-week operation? The library teamed up with the City’s Eureka! Project to use process improvement tools to analyze our systems and workflow. We involved non-library staff on the team to get an outsider’s perspective, and we asked the staff doing the work lots and lots of questions. After three days we identified short, medium, and long-term action items to meet our goals and ultimately provide better service to patrons.

Author Biography

Lorie Vik is the Access and Technology Librarian Supervisor at Hillsboro Public Library. Her work life is focused on the role technology plays in our lives and how it can create a better library experience. One of her best early career decisions was getting involved in committee leadership at the state level because it connected her to people with great ideas and experiences to share. When she’s not on a dance floor, you may find her on the couch watching reality TV dance shows.

Copyright statement

© 2019 Lorie Vik



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