ABSTRACT
This chapter combines two learning resources case components of our organizational design challenge and reflections to stimulate your thinking and spark your imagination about your own organization. It examines the transition to the 21st-century academic research library for probably close to a quarter of a century already. In The Progress Principle Harvard Business School (HBS) Professor Teresa Amabile writes about the importance of knowing how our work makes a difference, knowing where we are with our work and how it is progressing toward completion. The chapter implements a customer relationship management system and maintains statistics on our customer transactions beyond circulation and reading room entrances the typical Association of Research Libraries laundry list of statistics. It considers informed decisions about how to bring the right people with the right capabilities together in the right way in order to deliver the most value to our community.
