The service must have a named, responsible owner, who works with a team across the library (and university) to deliver the service.
Why is it important?
Unclear ownership and governance are likely to create services with unclear direction. A service needs one person who:
- has an overview of all processes, related steps and tasks and stakeholders for the service
- can make the final decisions in processes, conflicting interests, etc.
- if approached for questions, complaints, etc. can identify the right member of staff to deal with them.
- takes responsibility for continual improvement.
- can start or participate in projects concerning the service, think of process improvements, software evaluation, user feedback, etc.
What to do?
- Provide a named, responsible owner, who works with a team within a department, across the library or in the university to deliver the service.
- Set up back-up for important roles
- Describe the key workflows of the service, via process descriptions or work instructions.
- Make sure the service is in line with the service standards.
- Consult the TU Delft Library Process Toolkit