Six Sigma Forum for Growth and Productivity Six

Six Sigma Forum for Growth and Productivity Six Sigma

Dr. Imgard Siebert Library Director Heinrich Heine Universität Düsseldorf Six Sigma

21 st Century Challenges Six Sigma

Self. Check at the University of Düsseldorf Six Sigma

Selfcheck at the University of Düsseldorf 20% usage Currently the University of Düsseldorf has three installed Self. Check in the main library building Six Sigma

Building Value for Customers Six Sigma

80% 20% Six Sigma

Two Primary Issues 1. Need to reduce costs 2. Need to increase ROI Six Sigma

Building Value for Customers Six Sigma

Project Y The library has scheduled a reduction in personnel. In order to be able to handle the workload in the University Library, technical aids, such as self -service checkouts, will need to be pushed. Use of self-service checkouts is not yet at satisfactory levels. Further, the Library has modified the structure and length of its opening hours. Opening hours and hours of service are no longer identical. During extended opening hours, self-checkout is possible and necessary. The number of users who are trained to use self-service checkouts is still very low. Awareness of this option is also still low among users. Business Critical Y Due to tremendous budget restrictions the University Library has to work with less people in future. On the other hand the library wants to increase their service, e. g. longer opening hours as they are in competition to other libraries as well. Six Sigma

The Team Champion : Dr. Siebert Process Owner : Dr. Crass Team Member : Mrs. Brunenberg Mrs. Theunissen Mr. Wolf Mr. Neuhausen Dr. Kreische Mr. Matalla Marcus Disselkamp – 3 M Black Belt : Klaus Peerenboom Six Sigma

Initial Capability Conclusion : No significant development in the SC penetration between January and June 2004. The penetration was stable at around 23%. Six Sigma

Initial Capability Mon Tue Wed Thu Fri Sat Sun Conclusion : On average we could measure 6 check outs per SC per hour in the month of March. The frequency on Saturdays was quite high as the circulation desk is always closed after 1 pm. The frequency on Sundays is as high as on other weekdays despite the fact that the library is just open 7 hours. The reason is the closed circulation desk on Sundays. Six Sigma

C&E 4 X‘s Six Sigma

FMEA Six Sigma

Two Primary Critical X’s • No expectation or process to self checkout • User had trouble with machine Six Sigma

Two Phase Plan Six Sigma

Phase I • Communicate the goal • Train the staff • Post notices Six Sigma

Phase II • Cease the manual checkouts • Rearrange the workplace Six Sigma

Conclusion : We were able to improve the SC usage by implementing the improvement plan in two phases Six Sigma

Final Capability • 93% at close • 97% currently Six Sigma

Benefits to Us: • More efficient use of staff • Faster ROI • Investment tool • Satisfied users • Better usage of additional service hours • Good PR effect Six Sigma

For 3 M: • Influential testimonials • ROI sales tool • Replication opportunity Six Sigma

is a Business Partner Six Sigma

Six Sigma Benefits • Making decisions based on facts • Excellent form of change management Six Sigma

More efficient, cost effective checkout system Six Sigma

Thank You Six Sigma