South Mandarin Leverages the Efficiency of Additional Self Check Stations

Ed Murray, Library Supervisor, and the staff of the South Mandarin Regional Library have been contemplating how they may implement the Balanced Score Card at their location. The staff considered ways to increase the branch’s efficiency, particularly from the method’s Customer Perspective. South Mandarin is consistently one of JPL’s busiest locations, often accommodating 1,000 customers daily.

The staff sought to leverage the added efficiency of SoM’s new 3M Self Check machines, which in December were increased from two to three stations. The new stations also increased efficiency with new locations in the building, placing two machines in front of the traditional Circulation Desk, and for the first time adding an entirely new station in the Children’s Room.

South Mandarin plans to leverage this new efficiency in several ways:

- Additionally free the Circulation staff from routine transactions better assigned to customer self-service.

- Assign one Reference worker as a roving reference/greeter while optimizing the branch’s wireless phones.

- Apply the added Circulation, Adult, and Children’s Reference efficiencies to ongoing needs including shelving, weeding, holds processing, and materials processing.

South Mandarin plans on continuously experimenting with different approaches, including moving book drop workers to the Circulation desk during peak usage hours. Roving reference workers have addressed other customer needs as well, often assisting with meeting room set-ups and audiovisual needs. The efficiencies provided by the increased Self Check presence and the resulting staff flexibility have created a dynamic environment with much room for creativity.