1. Library Process Management Brian Harlan, Ph.D. Director, Access Services University of Southern California Los Angeles

2. Quality Management Elements of Quality Management Effectiveness Efficiency Aspects of “quality” in Total Quality Management Quality of return on Stake holder's investment Quality of products and services Quality of life for employees

3. Business Process Management Complications with the definition of Business Process Management BPM has become nearly synonymous with BPM Systems BPM is somewhat stigmatized by its relationship to Business Process Reengineering

4. Balanced Score Card Business Process Reengineering Measures Cost Quality Service Speed Balanced Scorecard Measures Financial Process Customer Innovation

5. Baldrige Education Criteria for Performance Excellence Leadership Process Management Workforce Focus Strategic Planning Student, Stakeholder, and Market Focus Results Measurement, Analysis, and Knowledge Management

6. USC Libraries Workflow Analysis Project

9. Library Process Management Process Management activities balance workforce and stakeholder satisfaction in a one-to-one relationship One Customer One Workforce

10. Library Process Management Simplified process management measurement categories Quality (measured by stakeholders) Efficiency (measured by workforce)

11. Process Modeling Benefits A context for measurement to facilitate efficiency and quality Representations on multiple levels to ensure user orientation, process completeness, and performance improvement Documentation to establish systemic institutional knowledge, which can be shared with stakeholders Opportunities for the sharing of best practices with other departments or with other organizations, and for repurposing internal steps and measure Opportunities for simulation to inspire innovation