Reengineering Technical Services Processes

Abstract

Reengineering is the evaluation and restructuring of the work processes of an organization. Using the experiences of an academic research library project to reengineer its technical services operations, I begin with a description of the framework in which the library conducted reengineering. The work of one reengineering team in evaluating the process for ordering notification slip books is then singled out for examination. Examination of a single process illustrates the mechanisms used to map, analyze, and redesign the process and addresses concerns of implementation. It also allows introduction of reengineering concepts and tools used during evaluation and restructuring.