ABSTRACT
This chapter explores two case studies where Rapid improvement events (RIEs) were used and one project-based case study to show how the options bring process improvements to fruition. These case studies are: Inventory “Un-Management”; and library without papers? A paper-less digitization request process. The chapter outlines how Macquarie University Library has empowered staff via the What We Do Matters programme to leverage systems and apply Lean methodology to improve workflow efficiency and improve the client experience. The value of Macquarie University Library’s Service Model and Quality Enhancement Framework lies in the ability of all Library staff to understand and engage with the concepts of the models in their everyday work. A working group was formed and tasked with the responsibility to develop an improved workflow that tackled the problems raised. One of the aims of Lean methodology is to achieve efficiencies by reducing the amount of workflow waste.
