A Lean Case Study On Managing Interlibrary Loan and Document Delivery Service in an Academic Library

Interlibrary loan and document delivery (ILL/DD) is an essential service provided by academic libraries to support research activities, publication programmes. ILL/DD capitalises on resource sharing or library networking providing materials that are not available at the host library. The Lean Six Sigma method was applied identify root problems. A construction of a web-based system branded as “Request Book Article System (RBAS)” soon followed intervention. retrospective study conducted from March 2020 August 2021 (16 months) evaluate key indicators service. Customer feedback quality also surveyed. majority request for articles, 649 (87.5%), book 84 (11.3%) ebook, 9 (1.2%). Turnaround time fell within 24 hours requests, 494 (68.4%). highest number article category, 460 (71.8%). high proportion users (78%) deemed “high quality”. use lean approach development homegrown have improved our Here we share practices in management, focusing transforming manual digital its advantages.