ARTICLES IN IN LIS - 66

Libraries are the "People Universites"! Librarians are the "Kingmakers" !

J.Jeba Joselin 

"Once a rich man planned to make a garden with all high breeding fruits and flowers. He appointed some hard working labourers for creating and maintaining the garden. When they created the beautiful garden they started maintaining the garden properly. One day the rich man came to visit the garden and asked the workers "where is the fruits and flowers ?". Since the garden work has been completed just few days before, the workers were shocked by his question." 

      The rich man is the government , the garden is the public library and the workers are the librarians. This is the current scenario of the public libraries and the staff working there. This misunderstanding starts with the decision making authorities.

Atfirst, in most of the states heads of the library department are not library professionals.

Secondly, the decision making authorities don't consider the investment for the libraries as a long time profit. Now a days governments indirectly feels the investment for the libraries as waste of money. So they dont consider building new libraries, developing existing infrastructures and the benifits of staff working in public libraries.

Thirdly, the governments don't encourage the public to use the libraries, though huge amount is collected from the public as library cess. Public are also not aware of their right to use the library.

What the government(s) should do ?

These are my humble sugestions the government may consider.

1.Government should understand the basic thing "An investment in knowledge always pays the best interest" as the Benjamin Franklin said. Investment in public libraries will really bring out healthy citizens.

2.Government should increase the number of public libraries and should renovate and maintain the existing infrastructures effectively.

3.The qualifications and remunerations for the staff working in public libraries should be standardised through out the country.

4.All public libraries should be digitalised and modernised aspar with the latest ICTs.

5.Public library staff should be informed and trained in latest technological advances.

6.All public library setups through out the nation should be integrated and centralised. A strong national level public library network should be formed, like National Library - State Central Libraries - District Central Libraries- Branch Libraries - Village Libraries etc.,Though now a days this same set up is existing but every state has its own type of administration and library rules. This causes "information inequality".States like kerala, karnataka have very good public library set up, but other states lack the same.

 7.Financially too the libraries should be networked nationally, at present huge amount is collected from public as library cess but management of the fund is not efficient in many states. Some time the governments use the library cess for the other purposes, they think libraries dont need this much of amount. So a strong centralised financial control and effective fund management should be formed. For that all Local Library Authorities (LLAs) should be centralised.

8.Government should frame rules for a standard rules for the qualification, remuneration and promotion of public library staff through out the country.

9.Last but not least "with out public there is no public library" so governments should create awareness among the public about the public libraries, for that the our public libraries should be made attractive. Extension services should be made compulsary for all libraries.

Dear LIS friends, If you have more points than the above said things, kindly post them in the comment field. This may helpful to revive the public library system in our country

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National Mission on Libraries 2012

J.Jeba Joselin.M.A.,M.L.I.S.,

It really makes all library professionals feel happy to hear this news. We have a new national mission on libraries. First of all, we should congratulate all the members who have been selected to frame piolicies.

Members


1.Prof.Deepak Pental (Chairman)
2.BS Barwan
3.Dr.Sanjiv Misra
4.Dr.H.K.Kaul
5.Prof.ARD Prasad
6.Prof.Subbiah Arunachalam
7.Mrs.Sudha Murthy
8.One of the trustees of Ratan Tata Trust
9.Secretary to Dept. Higher Education, HRD Ministry (Ex.Officio)
10.Secretary to Ministry of Culture (Convenor)

Functions of the Committee


1.Advising the Government of India on all library and information sector matters of national importance.

2.Preparing long term plans and strategies for development of the library sector, including conceptualization and approval of projects and preparation of a "National policy on Library and Information Systems for India"

3.Interacting with state governments on all library matters, especially on public library matters.

4.Setting standards, including quality standards for library collections, services, technical work and infrastructure, and devising in-built mechanisms to ensure compiance for all types of libraries.

5.Encouraging and promotig partnership with corporate sector philanthropic organisations as well as bilateral and international agencies in the development of the library and information sector.

6.Revieving and assesing current status of library and information service education and inservices training facilities and working with agencies such as the UGC and universities to address the identified issues.

7.Coordinating with stakeholder ministries such as the Ministry of Culture, Ministry of Human Resource Development, Ministry of Information Technology, Deartment of Panchayat Raj, etc, to ensure effective implementation of the NRC recommendations and management of the post-implementation scenario.

8.Coordination with other national stakeholders of the library and information sector, such as the UGC, and AICTE, RRRLF,CSIR, ICMR, ICSSR and so on, to ensure effective implementation of the recommendations and management of the post-implementation scenario.

9.Collaborating with counterpart agencies in other countries to explore areas for cooperation which will lead to strengthening of India's library and information sector.

10.Securing public support through advocacy and media by providing evidence of delivery, usage, outcomes and impact.

11.Helpig state governments (that do not yet have library legislation) in formulating state library acts. Tenure of the Mission The tenure of the National Mission on Libraries willbe three years.

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QR codes and Libraries

QR Code (abbreviated from Quick Response Code) is the trademark for a type of matrix barcode (or two-dimensional code) first designed for the automotive industry. More recently, the system has become popular outside the industry due to its fast readability and large storage capacity compared to standard UPC barcodes. The code consists of black modules (square dots) arranged in a square pattern on a white background. The information encoded can be made up of four standardized kinds ("modes") of data (numeric, alphanumeric, byte/binary, Kanji), or through supported extensions, virtually any kind of data.

--- Wikipedia

And go through following websites and you will get what is QR and How to use it for Libaries

http://en.wikipedia.org/wiki/QR_code

http://www.libsuccess.org/index.php?title=QR_Codes

http://www.bryanloar.com/2011/02/qr-codes-in-libraries.html

and Ryerson University Library using this technology

http://www.ryerson.ca/library/qr/index.html

-- Thirunavukkarasu Chandran
tcnt@in.com

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Ready reckoner for DDC(22nd ed) Computer Scince

Ready reckoner for DDC(22nd ed) Computer Scince

004 Computer Science
004.015 Computer Mathematics- MATLAB
004.019 Human computer interaction
004.16 Microprocessor
004.165 Micro computers -iphone , ipad etc.
004.21 System analysis and Design
004.22 Computer Architecture/Hardware
004.3 Processors
004.33 Real time Processors -Embedded systems
004.35 Multiprocessing
004.36 Distributed processing
004.5 Storage Devices
004.6 Computer networking
004.62 Interfacing and Communication Protocols
004.65 Communication Network Architecture
004.66 Data Transmission& Switching methods
004.67 Wide Area networks (World Wide Web)
004.68 Local Area networks
004.692 Electronic mail
005 Programming& Portable Document Format
005.1 Software Engineering
005.113 Functional Programming
005.116 Logic Programming
005.117 Object oriented programming
005.118 Visual Programming
005.12 Software systems analysis and design
005.13 Programming Languages
005.133 C C Programming
005.133 C++ C++ Programming
005.133C# C# Programming
005.133C#.NET C# .NET Programming
005.133CO COBAL Programming
005.133F FORTAN Programming
005.133J Java Programming
005.133J JSP , JSEE .
005.133J J Query , Java Script
005.133J J Boss
005.133J Pro Spring
005.133J Net beans
005.133J Hibernate
005.133P Python
005.133R Ruby Programming
005.133VB Visual Basic
005.133VB.NET Visual Basic.NET
005.136 Assembly language
005.14 Software Testing
005.16 Software Maintenance
005.26 Programming for minicomputers
005.275 Parallel Programming
005.276 Programming - Distributed Computer
005.3 Application Software’s
005.42 Systeams Programming
005.43 Operating Systems
005.432F FEDORA
005.432L LINUX ,UBUNTU
005.432M MAC
005.432S SOLARIES
005.432U UNIX
005.432W WINDOWS
005.437 User Interface
005.446 Mobile Phone Os – Android , Symbian etc .
005.4476 Servers and Windows servers
005.4476 Servers and Windows servers
005.453 Compilers
005.5 Microsoft office / Open office .
005.52 Microsoft word , Desktop Publshing
005.52 Microsoft word , Desktop Publshing
005.54Ex Excel, Lotus
005.55 Spss, SAP Programming
005.57 Outlook , Group wise
005.58P Power Point
005.7 Data in computer systems -Data base .
005.71 Data Communication
005.71376 Internet Browsers
005.72 Data Record formats
005.52F Front page , File maker
005.73 Data Structures
005.74 Data bases
Data Mining
Data Warehousing
005.74068 Database Management
005.7565A Ms-Access
005.7575O ORACLE
005.758 Web servers
Web Services
Cloud Computing
Cloud Fusion
005.7585S SQL Servers ,MYSQL .,
005.8 Data Security / Computer Security
005.82 Data encryption
005.84 Computer Viruses
005.86 Data backup and recovery
006 Special Computer Methods
006.3 Artificial Intelligence
005.82 Data encryption
005.84 Computer Viruses
005.86 Data backup and recovery
006.3 Artificial Intelligence
006.31 Machine learning
006.32 Neural Network
006.33 Expert systems
006.35 Natural language Processing
006.37 Computer Vision
006.4 Computer pattern recongnition
006.42 Optical pattern recongnition & OCR
006.45 Acoustical pattern recognition
006.454 Speech recongnition
006.5 Digital audio -i pad
006.6 Computer Graphics
006.66A Adobe After Effects &Adobe Premiere etc.
006.66C Coral Draw & Creative Suite
006.66D Dream weaver
006.66F Flash
006.66I Indesign & Illustror
006.66M Maya
006.66O Open GL
006.66VS Visual Studio
006.693 3D Graphics
006.696 Animation and Digital Video
006.7 Multimedia
006.74H HTML
006.74X XML
006.76 Web Technology
006.76.NET .NET & ASP .NET
006.76A AJAX
006.76F FLEX
006.76L LINQ
006.76PHP PHP
006.76PER PERL
006.76S SHAREPOINT
006.8 Virtual reality

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APPLICATION OF SIX SIGMA TOOL IN LIBRARY MANAGEMENT: A BIRD’S EYE VIEW

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).

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Customer relationship Management Best Practices in Libraries

Customer relationship Management Best Practices in Libraries

N. Suresh M.com , M.L.I.Sc,M.Phil (NET)

Assistant Librarian and Information officer,

Anna Centenary Library, Chennai-85

iamnsuresh@gmail.com

Abstract:

Library is the organization based on users. We must keep up the Customer relationship with users in libraries. In every aspect of library development based on users so we create customer friendly librarianship in libraries. In this article revels what are the Best practices to be follow Customer relationship management in libraries. And how will get bench mark in customer relationship management in library field.

(I) Introduction:

“A customer is the most important visitor on our premises; He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity
to do so “. -- Mahatma Gandhi.

Above Mahatma Gandhi quote we under stand value and importance of customer. Now we are in 21st century here customer are king. There is no monopoly in any type of organization. There is a heavy Competition of all kind of organization for promoting goods and services, there are spend cores of rupees for advertisement and customer relationship management.

Library is the organization based on users. We must keep our reputation and getting loyalty from users. Now our ultimate aim is keep our regular users and mobilizing new users of Library and optimum utilization of our library resources.

While some may shudder at using the word customer instead of users, keep in mind that our users are our customers. Whether they are taxpaying members of the public, attorneys in a firm, or faculty, students and Children's, they are still our customers. There are some of the principles that library staffs can apply to enable their libraries to meet challenges and seize opportunities in coming years. Tradition is not a model and Success in the past does not guarantee relevancy in the future.

(II) Objective Customer relationship in Libraries:

1. To Enroll new users to the library.

2. To keep the Users High Satisfaction Level.

3. To Maximize the Usage of Library resources and Services.

4. To Provide World Class Library Service.

5. To get good Loyalty from Users.

6. To Provide Round the Clock Customer Care to the users.

7. To Create Bench Mark in User Relationship Management in Library field.

8. Diversification of revenues, but in a meaningful way.

(III) Requirements need for good Customer Relationship management in Libraries:

1. Informative and Interesting Reception :

Library reception must be informative and interesting .A Person sitting in reception should be sound in Communication, detailed knowledge about library resources& Services. Answering the user quires with smiling face and answer properly like airhostess.

A librarian could be well versed in every item in a library, but it wouldn’t matter a single bit if they lack the social skills to communicate this information with the Users. Our jobs exist because of the people who come there, not the materials; otherwise, they could just hire a watchman to mind the building. So Our Librarian Make Improve their Communication Skill.

Reception should have sign broad with all floors details. And provide users kiosk,

2. Clean and Pleasant Environment:

Our Library should maintain clean and pleasant Environment to the users.

v Toilets should be clean frequently.

v Library floors should be cleaning regularly.

v Book shelves should be dust free.

v Provide Better Parking lots.

v Provide Better ventilation and lighting facility.

v Provide comfortable Sitting facility.

v Provide Proper facility to differently able.

3. Easy Access of Library:

Library staffs should helpful to the users to access easily library premises. Printed library maps to be provide to the users and every floor should have holding details in digital board or sign board. Detailed bay guides and books are arranged properly according to the subject, topic and author etc. Staffs are voluntary go and help the users and answer properly.

4. Complete Members Profile:

Collect all the information about the users including need, desire, designation, qualification etc, it will help us to provide better service to the users as per their need. It will create high satisfaction level and mouth Publicity to the Library.

5. Proper Book Collection and weed out Policy:

Library should have Proper Book collection and weed out policy with preparing organizing expert committee. Polices are modified as per Need and demand of users.

6. Dynamic and updated Library Website:

Now we are living in digital era we also follow the rule. Library website should be Attractive and provide exhaustive and comprehensive about products, services library rules and regulation, Timings, Various sections of Library, and etc. It includes virtual tour, online chatting facility with users. Online OPAC with the facility of Online renewal, online reservation, online membership and etc., It should be Dynamic and using Multimedia software.

(IV). Staff qualities need for better customer relationship:

1. Product Knowledge:

Librarians are Know your product and Services. Know the current—and anticipate the future— needs of your customers. As more databases and digital products develop, we need to know which of these will bring the most value to our users. We do this by attending conferences, keeping abreast of literature, and, most importantly, talking with our users. Take advantage of trial offers for databases, and test them with your primary users. We must anticipate the future, for changes will continue at a pace we can only imagine.

2. Courtesy.

Quite simply, think how you react as a customer at a departmental store, a restaurant, or a theater. Treat other customers how you like to be treated. It may be acting, but by doing so, you will bring customers back to your library—and that is the primary goal of any service organization.

3. Solution Oriented: Know and recognize a problem or question and focus on its solution. Don’t think “could have” or “should have.” Don’t just try to meet users’ needs—exceed their expectations. Use your network of contacts to obtain a title on inter library loan, or expedite an article from a non legal database through document delivery.

4. Follow Through. Communicate:

This is probably one of the most widely heard concerns in libraries. Make sure your customers’ requests are being addressed. Provide the maximum information by going the extra mile.

5. Coordination:

This is the meaning of follow through. It requires working with colleagues who are perhaps more proficient in an area than you might be. There is no harm in saying, “I don’t know, but let’s check with someone else.” Ideally, customer service should be seamless and efficient, giving the user maximum satisfaction with minimal anxiety or stress. If one of your librarians is a specialist in foreign law or tax law, refer your customer to that person. Directing the customer to the right specialist should be no different than your internist referring you to a specialist or your attorney referring you to another attorney who has the particular area of expertise you require.

6. Professionalism.

Be confident and take pride in what you do; each job is essential to the entire enterprise

7. Managing the Customer relationship:

The service principles that are combined with related Management principles that increase the quality of customer service. Allow people to make decisions when possible, and back those decisions. This will motivate your staff and allow for more open communication, perspective, and viewpoints. In turn, your library staff will work more collaboratively and cooperatively in fulfilling its mission. Set goals through strategic planning or a similar staff development program. Planning allows an organization to adapt, evolve, and successfully take on new challenges, thus preventing stagnation and apathy. Change is constant; continuing to do something simply because you have always done it that way can often lead your customers to turn elsewhere for information. Consider using a library e-newsletter, blog, or intranet as a current awareness tool to keep clientele abreast and reflect a proactive stance. Another key component in the service equation is the environment, or, more simply put, the library as a place. Create a setting with an attractive and inviting layout, amenities, collection, and resources. Ensure convenience for your customers; suggestions for this include an integrated catalog, research guides, and a comprehensive Web site. Whatever setting you choose, try to.

Ensure one-stop shopping in your library. In each personal transaction, get your customer to the person or resources most pertinent to his or her questions.

7. Staff Training:

We can teach some skills to the library staff by organizing workshop and personality development classes. It will create positive attitude to the staffs. A positive attitude will ensure that the employee completes projects, that the customer will return, and that an ongoing relationship between librarian and customer will be created.

(V) .Basics in its customer service formula Staffs is expected to know;

1. Know, Own, and Energize. Our highest priority is personalized customer satisfaction. Like libraries, it wants to anticipate and meet customers’ needs. The focus here is on being proactive, not reactive.

2. Practice Teamwork and “Lateral Service” (to Internal Customers or Other Employees). As I stated earlier, we are all customers to each other. Not only does this attitude lead to more positive working relationships, but it also creates the overall impression for external customers that an organization is efficient and service minded.

3. Know the Likes and Dislikes of Repeat Customers. How often in our libraries do we have the same faculty, attorneys, students, or public use our collections and ask us questions? Knowing customers’ personalities, expectations, and temperaments can help us better serve their needs.

4. Complete Training to Ensure Staffs Understand the Job. While many libraries have orientation programs for new staff, it is equally important to ensure staff members have opportunities to attend professional development meetings and training sessions so that they may continue to be ahead of the curve. If you acquire a new database, take advantage of the vendor’s offer to train staff or provide a demonstration. Hopefully, any questions that arise may have already been answered by the trainer.

5. Understand Work Area Goals and the Strategic Plan. Planning is the key. All new employees should know what is expected of them upon so that no unfair surprise comes when it is time for evaluation. This will also alleviate any anxiety in new employees. They will know what is expected of them; if they have questions, they will feel comfortable approaching their supervisors to learn about anything not covered in the training or plan.

6. Know the Needs of Customers so that Services can be delivered as Expected.

7. Continuously Identify Defects in the Organization. Basically, this is the concept of continuous improvement. If a process is in place and isn’t working to achieve the maximum result, then brainstorm new ways to fix the defect or problem. This may require a change in workflow or responsibilities or potentially a discussion with the person providing the service. Identify the problem, and find its solution.

8. Own a Customer’s Complaint. If you receive a complaint, follow the proper protocol to fix the complaint and solve the problem. This may require adhering to a strict policy or adapting a policy on a case-by-case basis. The key here is to weigh the cost and benefit of remedying the situation with a “tailored to the customer” approach as opposed to “the rules are the rules.” Flexibility is a key factor in providing excellent customer service.

9. Pacify the Customer Instantly. While this may not always be possible, be sure to communicate and follow up to verify that a problem has been solved. The worst thing is not to get back to someone with a response, even if it means saying, “I may not have an answer for you for a day or until I speak to someone else with decision-making authority.”

10. Record Every Incident of Customer Dissatisfaction. While this may seem a bit overwhelming in concept, the hope is that if a pattern appears, the supervisor and employee can work together or with the customer to see if there are common threads or patterns.

11. Be Responsible for Uncompromising Levels of Cleanliness. While libraries may be less formal than the Ritz hotel chain, there is still no reason not to look presentable and have your workplace organized. While some people feel comfortable in a cluttered office, the impression this provides the customer can be one of disorganization, potentially leading an initial customer to seek assistance elsewhere.

12. Smile, Be on Stage, and Maintain Eye Contact. Use phrases like “good morning” and “my pleasure.” How often have you, as a customer, experienced a service employee simply waiting for you to say something? Initiate the transaction so the customer knows you are there to help and that you are not bothered by his or her question or visit.

13. Always Refer Positively to Your Organization. This may be difficult at times, but while there will always be things to complain about, these complaints can be kept in house— don’t air your dirty laundry in public!

14. Escort Guests Rather than Point out Directions. Obviously, this is often difficult, especially in a large library in which one is the only reference librarian or a small library in which one is the only staff member available. In either case, you can provide maps or guides to direct customers more specifically. Consider providing virtual tours on your Web site.

15. Know General Information and be able to Answer Inquiries Directly. Again, try to create one-stop shopping. If expertise is required, ensure that signs direct the person to the right party. For example, if someone has a question regarding her laptop, make sure she is directed to the technology staff.

16. Answer the Phone whenever Possible. Ask permission to put your caller on hold and try to answer the question without transferring, if possible. As we all know, receiving automated messages and being told to hit buttons becomes frustrating. Ensure that your main service phones are answered a great majority of the time.

(VI) Conclusion:

Every field customer is important aspect, Many banks are advertised they are customer oriented they relationship between banks and customers are bonded. We user oriented library we must keep up this kind of Customer relationship with users. In every aspect of our development depend on users so we create customer friendly library. And get bench mark in customer relationship management in library field.

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Implementing Knowledge Management in Academic Libraries : A Pragmatic Approach

 J.Jaba Joselin, J.Issac Arputharaj, M.Dinesh

Introduction:

Academic libraries are information centers established in support of the mission of their parent institutions to generate knowledge, and people equipped with knowledge in order to serve the society and advance the well-being of mankind. In the digital age, academic libraries face challenges from both within (academia) and without (the business sector). Academic departments, or even faculty and students, may purchase or build their own portals to meet their academic and/or research needs. Will that marginalize the services provided by academic libraries? Commercial companies have entered the field of information services.

To prove their relevance and value, academic libraries must strive to provide the right amount of information to the right clientele at the right time with a right expense of financial and human resources. With a stagnant or dwindling library budget, academic libraries have to increase their operational efficiency in order to meet the challenge. One management tool that can help in this regard is Knowledge Management (KM).

The International Federation of Library Associations (IFLA) 69th General Conference and Council (Berlin, Germany; August 2003) devoted a session on Knowledge Management.

2. Knowledge Management as Reflected in Library Literature

A cursory review of library literature on Knowledge Management reveals the following trends: 1) of all types of libraries, special libraries, especially business and corporate libraries, are taking the lead on Knowledge Management research; and

2) of academic libraries, public services and digital libraries are in the limelight.

2.Knowledge Management :Trend in Academic Libraries

Branin (2003) surveyed the field of collection management over the last fifty years and discerned an evolutionary path from "collection development" to "collection management" and now to "knowledge management". In that sense, he echoes Corrall's claim (1998) that Knowledge Management, when applied to libraries, often becomes how to manage recorded knowledge, that is, library materials.

Digital library is another area Knowledge Management has been actively applied. Rydberg-Cox, et al. (2000), equate Knowledge Management to "the new document delivery and knowledge management tools" in a digital library.

Few articles on Knowledge Management dealt with the operation of the technical services.

3. How to improve the efficiency of library operations

The concept of Knowledge Management originated in the business sector, the purpose of which is to maximize the utilization of the corporate knowledge so as to run a company more efficiently and make the company more competitive in the market. The current trend in library literature on Knowledge Management is a twist of the original intent of Knowledge Management.

As how to present library materials to users is focused in library Knowledge Management research, little effort has been devoted to the study of how to improve library operations through Knowledge Management. As a matter of fact, the lion's share of a library's budget is allocated to its staff and the acquisitions and cataloging of library materials. How to effectively use our staff (human resources) and how to improve the efficiency and effectiveness of our technical services operations should be the real focus of Knowledge Management in academic libraries.

3. Knowledge Management in Academic Libraries

Knowledge Management has been tooted and hyped since late 1990s, (DiMattia, 1997) first in the business sector, and then in higher education and now in library management. The impetus for embracing Knowledge Management in academic libraries is mainly from a combination of library budget shortfall and higher user expectations.

Rather than adopting an often trumpeted high-tech approach, it is more practical to utilize the existing staffing, technology and management structure for academic libraries.

Academic Libraries are pinched on both sides: reduced budget and increased demand from faculty and students. To implement Knowledge Management in academic libraries is mainly driven by its mission rather than by the competition from Internet-based reference services or electronic books

4. Obstacles in implementing Knowledge Management

Where there is a new phenomenon emerged, there must be an impetus. In Knowledge Management,

the driving force is the necessity to survive in the business sector in face of fierce competition with rival firms or other competitors.

The goal of Knowledge Management is to make full use of the knowledge existed in a corporation to increase the productivity and/or operational efficiency so as to build an edge in the competition. What's the driving force for academic libraries?

Budget shortfall is a primary driving force for the implementation of Knowledge Management in academic libraries. In recent years, budgets in academic libraries are stagnant at best and declining in general.

At the same time, students, faculty and university administration have a greater expectation of academic libraries, due in part to the advancement of information technology and in part to the explosion of knowledge in the digital age.

To provide the right amount of information at the right time is more critical than ever to the fulfillment of the mission of academic libraries and their parent institutions.

It is, therefore, paramount for academic libraries to operate more efficiently with reduced financial and/or human resources. Knowledge Management is such a tool that could help in this regard and at this crucial moment.

3. How to implement Knowledge Management in academic libraries

Most researchers consent that Knowledge Management consists of two components:

1. Human factor and

2. Technological factor

1. Human Factor

Knowledge Management is a new paradigm in academic libraries. Instead of establishing a new network of Knowledge Management managers under a CKO (Chief Knowledge Officer) or Library Officer, it is more practical to utilize the current management structure. Managers at all levels shall be charged to implement Knowledge Management in their respective units so that a network of Knowledge Management managers or Librarians is in place. In addition to managing staff and workflow in their units, each manager is responsible for managing knowledge pertaining to their unit's goals and operations. This calls for not only gathering knowledge existing currently in their units but also knowledge relevant to their operations from other units/departments and even other libraries or professions.

2. Technological Factors:

Many advocators of Knowledge Management stress the importance of using advanced technology to store and retrieve knowledge. And many advocate for a centralized Knowledge Management software product or system. Theoretically, a Knowledge Management system could encompass anything. In reality, no such systems exist. A centralized Knowledge Management product entails a pricy initial capital investment whether purchased from the market or developed in-house. Besides, subsequent and on-going maintenance and upgrades of hardware and software may not be affordable with the ever-shrinking library budget. More importantly, such an approach overlooks the technology competence and preference of individual Knowledge Management managers. It would be costly and unrealistic to train all staff to use such a Knowledge Management system.

Open source technology and software are ideal. However, they require pretty high level of programming skills to utilize. In contrast, most libraries have Microsoft Office Suite installed on their staff 's workstations. MS Word is good for creating operational procedures and other documentations related to library operations. MS Excel is good for keeping statistics and creating charts at the unit/department level. And MS Access can store data for easy retrieval with customizable queries. They can also be easily converted to web pages, be they static or dynamic, to facilitate retrieval. Most, if not all, staff are familiar with MS Word and Excel at least.

Conclusion

In spite of the fact that there are many knowledge base products on the market none of them is well suited for libraries nor flexible enough to cope with the dynamically changing environment in the digital age, not to speak of the initial capital investment and future upgrade and maintenance costs. Libraries, with limited budget and human resources, should utilize the current management structure and technology to implement Knowledge Management, either bottom-up or top-down. With a concerted effort, Knowledge Management will help to increase libraries' operational efficiency and cater to the ever-increasing needs of our clientele

In additional to the Microsoft Office Suite, discussion lists, online help desk, virtual reference desk, web portals, etc. can all be employed to implement Knowledge Management in academic libraries. The beauty of the digital age is that all documents are created in a digital format, which can be later ported to other storage and retrieval media/carrier.

References:

1. https://kb.osu.edu/dspace/bitstream/1811/187/1/KBJAL.pdf

2. www.white-clouds.com/iclc/cliej/cl19wen.htm

3. www.ukzn.ac.za/department/data/leap_scecsalpaper.pdf

4. www.emeraldinsight.com/Insight/html/Output/Published/EmeraldFullTextArticle/Pdf/

5.www.uks.co.za/infservices.aspx .................................................................................................--------------------------------....................... Collection Building in Medical Libraries J.Jeba Joselin.M.A.,M.L.I.S., &  M.Siva Subramaniam. M.L.I.S.,                                    Introduction A health or medical library is designed to assist physicians, health professionals, students, patients, consumers and medical researchers in finding health and scientific information to improve, update, assess or evaluate health care. Medical libraries are typically found in hospitals, medical schools, private industry and in medical or health associations The collection building policies of the libraries determines the efficiency of the libraries. It changes from traditional documents to digital resources in the present IT era.    What is collection Development?  Harrod's Librarians Glossary (6th edition) defines collection development as " the process of planning a stock acquisition programme not simply to cater for immediate needs but to build a regular and reliable collection over a number of years to meet the objectives of the services".    Purpose of Collection Development in Medical Libraries: To fulfill the library's obligation to the user community to provide relevant information. To find out the users information/document needs. To select and acquire documents that are really useful to the users. To participate in resource sharing and networking activities. Periodically review of the collection and weeding out the unwanted documents.    Collection Development Policy   Collection development policy is a guide to the librarian. A collection development is a guide to the librarian . It should be adopted according to the needs of the users , size of the library and the availability of funds.     Pre requisities of a Collection Development Policy    The quality and quality of the existing collection.   The number of students enrolled.  The number of teachers engaged. The nature of teaching methods. The availability of funds.  Sources for the Collection building  The collection development in the medical college library depends on a number of sources. These sources can be broadly categorized in to two as follows,  1. Human Sources :  These sources will include the Librarian himself , the library staff, the members of the library committee and other subject experts, heads of the departments, research scholars,students and other library users.    2.Documentary Sources: Documentary sources are the important sources for framing the collection development policy. Documentary sources include Subject Bibliographies, National Bibliographies, Universal bibliographies, Union Catalogues, periodicals , Newspapers and the publishers' catalogues etc.   Steps in Collection Building in a Medical Library  The collection Building in a Medical Library involves in the following steps,    1.Analysis of information needs of the users. 2.Formulation and Implementation of Collection Development policy to suit the objectives of the library. 3.Acquisition programmes to build-up a balanced collection. 4.Collection Evaluation. 5.Weeding out programmes to weed out the un related and the unwanted documents.    Collections in a Medical Library    A Medical Library contains the variety of collections. 1 . Circulating Books:  These are the important collections in a medical library. Usually the library has to contain books related to the branches of medicine depending up on the courses provided by bthe institution.   2 Electronic Textbooks  Electronic textbooks can be accessed remotely via the Web, or searched from computers located on the library itself. Eg: Scientific American Medicine online   3.History of Medicine This collection is comprised of older, historically relevant texts as well as current texts on the history of medicine and healthcare. Many of the textbooks in the History of Medicine collection circulate outside the library. These are designated as "Medical History" in the Library Catalog. Those texts that are extremely fragile or valuable are part of the archival collection.   4. Reference Books  These are identified by the "Medical Reference" designation in the Library Catalog, and by the green tape on the spine of each book. The reference area consists primarily of directories, indexes, encyclopedias, dictionaries, bibliographies, and other resources used frequently by library staff. Reference books do not normally circulate outside the library, 5.Electronic Journals   Electronic journals are available via two methods: 1.) electronic subscription on the Web, or 2.) as part of the MEDLINE Plus system.   6.Print Journals   All printed journals are shelved alphabetically by title, and can be identified in the Library Catalog by doing a "title" search for the journal title. They are identified by the "Medical Library Journal" designation in the Library Catalog. Journal collections include professional, health-related titles only.   7. Archives   Included in the archival collection are rare, valuable or fragile historical texts; and memorabilia such as photographs, graduation records, school catalogs, department newsletters, annual reports, medical instrumentation. 8. Audiovisuals  This collection includes audiotapes, videotapes, and slides on a variety of subject areas including histology, pathology, and physiology. All audiovisuals can be identified by using the Library Catalog to search for the author, title, or subject.   9. Electronic Indexes and Knowledge Databases   The MEDLINE Plus provides access to several biomedical databases: MEDLINE, Evidence Based Medicine (EBM) databases. In addition, Free-of-charge Web access to a variety of databases such as BIOSIS, ERIC, PSYCLIT, SOCIOFILE also can be accessed. 10. Print Indexes   The library owns a number of print indexes like Index Medicus and others. Other Collections  Other collections includes the Medical Charts ,Skeleton models for teaching demonstrations. Services of a Medical Library    Usually a Medical Library provides the following services. · Lending Service · Inter Library Loan · Internet Accession · Reprography Service · Electronic Resource Service · Current Awareness Service · Online Medical Database Access(Eg:Pubmed) · Medical library Publication Problems in Medical Library Collection Building 1 . Emergence of many new branches in Medical Science. Availability of same information in Different formats. Proliferation of information. Declining Budget and growing cost of documents/information. Space and manpower problem.    Bibliography:    1. Krutartha Chandra Mishra,21st Century Library Management,Ess Ess Publication,New Delhi,2004 2. Husde,James H, Library Collection Management,Dominant Publishers, New Delhi,2003 3. Sava Singh, Handbook of College Libraries ,Beccan Books,1995 4. Camel, Michael, Medical Librarianship, The Library Association, London, 1981 5. http://dodd.cmcvellore.ac.in/ .......................................-------------------------------------------------------................................................. National Knowledge Commission Recommendations on Libraries N.SURESH M.Com.,M.L.I.Sc.,(NET).,M.Phil. 1. Set up a National Mission on Libraries 2.Prepare a National Census of all Libraries 3.Revamp Library and Information Science education, training and research facilities (Indian Institute of Library and Information Science) 4.Re-assess staffing of libraries 5.Set up a Central Library Fund 6.Modernize library management 7.Encourage greater community participation in library management 8.Promote Information Communication Technology (ICT) applications in all libraries 9.Facilitate donation and maintenance of private collections 10.Encourage public – private partnerships in development of library and information services 24 March 2011 Application of Six sigma concept to Effective Academic Library Management and users satisfaction Application of Six sigma concept to Effective Academic Library Management and users satisfaction N.Suresh. M.Com, M.L.I.Sc (NET), M.Phil, Assistant Librarian and Information officer, Anna centenary Library, Chennai-25 iamnsuresh@gmail.com ABSTRACT Fundamental objective of six sigma is users’ satisfaction. This paper reviews the application of six sigma in Academic Library Management. Emphasis is given to application issues such as what are necessary critical success factors and key performance Library in order for a Provide better service to the users. The aim of this paper is to help widen the scope of six sigma application in Academic Library Management. I .Introduction Modern library management lays great emphasis on objectives to be achieved by the system. In library and information centres the 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. The eventual goal of any library is user’s satisfaction. Through implementing Six Sigma we can do continues appraisal and can full fill users’ needs. To improve the quality of the library, this paper insisting to implement Six Sigma in library management. The principle of this study is to seek for applications of Six Sigma as a result for well-organized Management. In addition it aims to launch information resources and quality service in the competitive world to improve users’ satisfaction. The intention of the paper is to apply of Six Sigma as a tool for efficient service provider to library users. Six Sigma will improve the quality of the library, maximizing the users’ satisfaction and efficient library management. II. Definition. 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 is “a disciplined method of using extremely rigorous data gathering and statistical analysis to pinpoint sources of errors and ways of eliminating them” (Harry and Schroeder, 2000). 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). Six sigma is a well-structured, disciplined, Datadrivnmethd methodology defects, waste, or quality control problems of all kinds in manufacturing, service delivery, management, and other business activities it is a business strategy that allows companies to drastically improve their performance by designing and monitoring everyday business ( Harry, CEO of Six Sigma Academy, Phoenix, USA). It uses a set of quality management methods, including statistical methods, and creates a special infrastructure of people within the organization ("Black Belts", "Green Belts", etc.) who are experts in these methods. Each Six Sigma project carried out within an organization follows a defined sequence of steps and has quantified targets. These targets can be financial (cost reduction or profit increase) or whatever is critical to the customer of that process (cycle time, safety, delivery, etc.) Six Sigma can be defined and understood at three distinct levels: metric, methodology and philosophy. In simple words we can say Six Sigma is a quality improvement III. Advantages of Six Sigma. Six Sigma helps to understand and manage user needs v Line up the key process to achieve the needed requirements v Exploit accuracy in data analysis to minimize defects in the process v Bring fast development and continue improvement to management process. v Minimizing the effort and maximizing the users satisfaction v Helps to work smart rather than hard. v Bringing the efficiency among employees v Training is integral to the management system IV. Disadvantages of Six Sigma. Ø They opined that 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. Ø Six Sigma gives emphasis on the rigidity of the process which basically contradicts the innovation and kills the creativity. Ø People argue that Six Sigma is a bit gimmicky and simply a rebranding of the continues improvement techniques and tools as practiced by Toyota. It thus promotes outsourcing of improvement projects with lack of accountability. Ø Six Sigma implementation constantly require skilled man force. Ø While converting the theoretical concepts into practical applications there are lot to real time barriers which needs to be resolved. V. Quality management in libraries. Generally libraries are giving much attention on quality service to focus on users satisfaction.Quality service can be delivered if libraries improve its management efficiency. In general ready made service will help to satisfy users. Ready made service can be efficiently done through the process of Sig Sigma.First define the demand of the users then measure it , analyze the same, make in control and improve the quality then serve to users. Library is a place where enormous of information is acquired, stored, classified and disseminated to its users at the maximum to satisfy their needs. To achieve this task library should have quality management process in libraries. So we have define the actual needs of the library users’ by focusing on their demands, measure, analyze, and control over it VI. Key Concepts of Six Sigma. In general Six Sigma has few concepts such as Critical to Quality, Defects, Process capability, and Stable Operations. VI. (A) .Critical to Quality: This is one of the concepts of Six Sigma which insists to have attachment with users. In general if you have close relationship and contact with users you may easily come to know their needs, demands and complaints. The base for the quality is to know the important and significant need of the users. VI. (B). Defects: This process helps you to overcome the failures at the same it will help you to minimize the defects. When you eliminate the defects simultaneously you can reach the point of what the customer wants. VI. (C). Process Capability: This step helps you to analyze yourself to know the capability and capacity to process the delivery. Through this course you can analyze and improve the procedure to deliver your goods to users. VI. (D) Stable Operations: Every action has its own reaction. Likewise if you follow the above methods you can develop the consistency, can predict, can process and can improve what exactly customer sees and feels. The above all concepts will guide you to meet customer needs in an easiest way. VII. Methodologies of Six Sigma. There are two types of methodologies in Six Sigma one is DMAIC and another is 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, which is used to improve an existing business process. In this study we have applied DMAIC and PDCA methods. Both are insisting to have Continuous assessment, improvement, and guide to bring excellent services to library users to satisfy them at the maximum. DMAIC, methodology contains five stages to improve the quality, service, resources of the library. Define: Define library users’ needs and their expectation? Define the better service to provide to the library users by defining the user group? Measure: Measuring defect unit/result analysis according to the age, sex, scholarship, occupation and frequency of the library visit. Analyze: Analyze the root cause of the problem to find the better solution. In general it is toughest task. Improve: Improve the procedure and try to find out the new ideas, plans, thoughts, and ways to do better than the previous to attract the library users Control: Control the existing systems and policies to prevent the repetition of the problems. In this stage we learn to plan to how to tackle the threat and danger which comes in the future. We may adopt PDCA has four phases. Plan: Setup the goals and objectives to processes necessary improvement for the library. Do: Implement the processes and reach the expected standard result Check: Study the existing one and create a new one to suit the betterment for the library users. Act: Determine the changes to bring the betterment to improve the process. In this paper we are going to discuss about DMAIC method as this is useful to the library to improve the existing one. VIII. DMAIC (Define, Measure, Analyze, Improve and Control). First emphasize 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 guide 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 repeat again and again for continuous improvement VIII. (A) Define: This is first and foremost stage. Where, we have to start the process. We have to find out what is the problem, 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 provide 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 questions. • Define library users needs? • Define the better service to provide to the library users? • Define the user group of the library? • Define the current problems, present and existing requirements for the library users? • Define the solutions for forthcoming and existing problems in the library? VIII. (B) Measure: 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 andunderstanding and description of the process. Data collection is one of the important processes before analyzing the situation. Measuring defect unit/result analysis according to the age, sex, scholarship, occupation and frequency of the library visit.Measure the procedure in detail, precise the data collected to know the functionality and judge the points within the target process. Measure the available sources and services in the library. Measure the attitude and behavior of the library users. Librarian and library staff should have sound knowledge about users’ behavior and deeds to serve them in a better manner and to improve library services. Set up measurable and achievable targets or goals to bring up better services and strategies. And this is what we have to do. VIII. (C) Analyze: In this stage, we have to analyze the origin of the problem. Analyze the structure to make out the ways to eradicate the distance between the library users and library staff. Analyze the root cause of the problem to find the better solution. In general it is toughest task. If the root cause has found then we can analyze the library users’ demand in an easiest and systematic way.This process helps to minimize the distance between library employees and library users. So,close relationship helps to serve the library users in a systematic way. Study the above steps, analyze the results and identify what we have learnt. VIII. (D) Improve: This stage makes to improve the library condition from past to present and help us to do better in future. In this phase, we can improve the procedure and try to find out the new ideas,plans, thoughts, and ways to do better than the previous to attract the library users. This phasewill help the library to improve the work quick and fast. Ultimately library employees can save their time and improve their work as well as can serve the library users in fastest and quickest way. Efficient and systematic approach is indispensible to improve the library quality. This stage will full fill this requirement. This phase guide the library employees to work smart rather than work hard. Ultimately this helps to minimize the work and maximize service to the library users. VIII. (E) Control: The ultimate stage of DMAIC is ‘control’. This stage helps you to 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 the cure”. In such way control the existing systems and policies to prevent the repetition of the problems. In this stage we learn to plan to how to tackle the threat and danger in comes in future. This process guides us to learn to control and eliminate the library users’ complaints. This stage helps us to improve the efficiency of library employees. IX. PDCA. (Plan – Do – Check – Act) Plan – Do – Check – Act cycle for the better quality control. PDCA is the most important structure for the overall strategic planning, needs-analysis, curriculum design and collection development, library goal-setting and evaluation, provision for development and enhancement of users’ services and their needs, and library instructions. IX (A) Plan: Determine what, when, why, and how should improve the existing library services and sources. Plan to find out the solutions for the problems being faced by the library users. Planning will be done based on customer needs and their satisfaction. Here the output is users’ satisfaction. So design new one or redesign the existing one to improve and to do better service to the library users’. IX (B) Do: Do is the second step to execute the plan what we have planned in previous one. Implement the processes and reach the expected standard result. Implement what you have planned and Decide when, where, and how will you execute your plan. Have a flexible and time-based decision to have all types of solution for all types of problems. IX (C) Check: This is step is important one as in this stage we have to check and study the above two’s. This phase will help you to proceed or not proceed. After analyzing and checking thoroughly we can decide to go next step. This is almost a check point for the above phases. So, check the activities so far you have done and ensure the output to give highest and the best service to library users. IX (D) Act: The final and the last step is ‘act’. Decide and precede the PLAN -DO-CHECK into action. Decision will be taken in this phase. Act to implement the amendments so far done in the above steps. Analyze, determine and implement the above actions in for the betterment and improvement of the library administration. X. Impact of Six sigma v Continues efforts will reduce process variation and help to achieve users' needs and demands. v Six sigma helps to achieve short-term rather than long term performance. v It helps to minimize library employees work effort and maximize the users' needs. v It helps to achieve users’ satisfaction and to develop the quality of the library. v Six sigma guide the employee to work smart rather than work hard. XI. Conclusion. Dr. S.R .Ranganathan father of library science said his five laws of library science fifth laws is Library is a growing organism. It is possible only librarian must thing innovate and adopt some new management concepts to library. Six Sigma is generally used in manufacturing sectors to minimize the wastages and to assure ths 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 continues 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 achievable by the Six Sigma. It helps library employees to have a better management to evaluate the services to library users. References: 1. 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 . 2.Chitra Koushik ,Etl (2007) Six sigma application for library services,DESIDOC Bulletin of information technology.vol.27 no.5 september 2007. 3.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. 4.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. 5.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. 6.http://www.iamot.org/conference/index.php/ocs/9/paper/view/1766/806. 7.http://en.wikipedia.org/wiki/Six_Sigma. ..................................................................................................................................................................................  THIS POST PURPOSE ONLY FOR INFORMATION  NO PROFIT AND NO LOSS......ONLY PERSONALY USE ONLY