精益六西格玛视域下的图书馆服务流程优化研究

Library Service Process Optimization Based on Lean Six Sigma

[目的/意义]图书馆服务流程作为图书馆服务的监控过程,其传统流程呈现出如流程粗放,不以用户为中心等弊端,因此图书馆服务流程优化就显得迫在眉睫。[方法/过程]文章从精益六西格玛视角,对图书馆服务流程优化进行研究。采用文献分析法,分析了图书馆服务流程优化的研究现状,深刻剖析了图书馆服务流程优化过程中存在的问题,针对这些问题,将图书馆服务流程优化归纳总结为需求表征、明确责任、流程优化、服务质量反馈4个基本环节,设计了图书馆服务流程优化宏观过程及微观过程,采用精益六西格玛的工具——DMAIC模型、价值流图和快速扫描审计对服务流程和模式进行设计改进。[结果/结论]通过采用精益六西格玛的工具,构建了基于精益六西格玛的图书馆服务流程优化理论模式。根据某市A图书馆的服务流程现状,提出精益六西格玛视域下的图书馆服务流程优化建议,绘制出价值流未来图。

[ Purpose/significance ] As the monitoring process of library service, the traditional process of library service shows some defects like extensive process, neglecting users, etc. Therefore the library service process optimization is imperative. [ Meth- od/process ] From the perspective of lean six sigma （ LSS）, this paper studies the library service process optimization. First, through literature analysis, the paper analyzes the current research situation of library service process optimization and examines the problems in the process. Then, according to the problems, the paper summarizes 4 basic parts of library service process optimiza- tion including demand representation, clear responsibility, process optimization and service quality feedback. Finally, the paper designs the macro and micro processes of library service process optimization using LSS tools （ DMAIC model, VSM, QSAM）. [ Result/conclusion] Through the adoption of LSS tools, the paper builds the theoretical model of library service process optimiza- tion. According to the library service process situation in city A, the paper puts forward some suggestions based on LSS and maps the VSM in the future.