Do you find it hard to envision the future when you are struggling to keep up with the present? A reality in many libraries is high demand but limited resources. In this session, participants will develop a menu of current services offered in their position or department. After group discussions on criteria for evaluating services and shortening workflows, participants will eliminate one service and/or shorten its prep time in order to add a forward thinking service

Clamon, Travis

Sergiadis, Ashley

Young, Jennifer

English

East Tennessee State University

East Tennessee State UniversityDigital Commons @ East Tennessee State UniversityETSU Faculty Works Faculty Works3-2-2018Not Enough Cooks in the Kitchen: BalancingQuality and Speed in ServicesTravis ClamonEast Tennessee State University, clamon@etsu.eduAshley SergiadisEast Tennessee State University, sergiadis@etsu.eduJennifer YoungEast Tennessee State University, ely@etsu.eduFollow this and additional works at: https://dc.etsu.edu/etsu-worksPart of the Library and Information Science CommonsThis Presentation is brought to you for free and open access by the Faculty Works at Digital Commons @ East Tennessee State University. It has beenaccepted for inclusion in ETSU Faculty Works by an authorized administrator of Digital Commons @ East Tennessee State University. For moreinformation, please contact digilib@etsu.edu.Citation InformationClamon, Travis; Sergiadis, Ashley; and Young, Jennifer. 2018. Not Enough Cooks in the Kitchen: Balancing Quality and Speed inServices. The Collective, Knoxville, TN.Not Enough Cooks in the Kitchen: Balancing Quality and Speed inServicesCreative Commons LicenseCreativeCommonsAttribution-ShareAlike4.0LicenseThis work is licensed under a Creative Commons Attribution-Share Alike 4.0 License.This presentation is available at Digital Commons @ East Tennessee State University: https://dc.etsu.edu/etsu-works/1489Not Enough Cooks in the Kitchen:Balancing Quality and Speed in ServicesTravis Clamon, Ashley Sergiadis, Jennifer YoungEast Tennessee State Universityhttps://www.freevector.com/juggling-chef-vector-25481IdentifyAdjustEvaluateRecipe for: Faculty Profiles From the Kitchen of: Digital Scholarship Enter data manually Enter data semi-automatically Check copyright Search for works online Collaborate with faculty Promote profiles B 0 Recipe for: Faculty Profiles From the Kitchen of: Digital Scholarship Enter data semi-automatically Check copyright Search for works online Collaborate with faculty Promote profiles ServicesResources, activities, and programs provided by the libraryActions taken by employees to make the services happenTasksExercise 1: Write services and tasks on recipe card.ServicePosition/Dept./LibraryTaskTaskTaskTaskTaskTaskTaskRecipe for: From the Kitchen of: Recipe for: Instruction From the Kitchen of: Research & Instruction Contact or be contacted by instructor Schedule session(s) Prepare for session Teach session Conduct session evaluation Report session data (assessment) follow-up questions Let’s Evaluate the MenuThe Waldorf Astoria 1959 http://menus.nypl.org/menus/27249Limberlock Lodge 1959 http://menus.nypl.org/menus/28701~~ Cape Cod Oy.rtm 1 15 Blw: Point Oysters 1 10 Chenysume or Little J\(ec~ Clam.s 95 filet of Hming in Sour Cr,am 1 35 Maryland Crab Meat Coc~ta,I 2 15 Antiposto 1 45 Smo~ed )\(ova Scotia Salmon 2 15 Florida Shrimp Coc~ta,l 2 00 Smo~,d Sturgeon 2 80 Canap, of Ancho,nes 1 lO Maine Lob.rter Coc~ta,l 2 90 Migncmette Foi, Gras 4 60 Seafood Neptune Cocktail 2 60 Beluga Caviar 4 75 Prosciutto Ham 2 80 Supreme of Fruits l_ 00 Imported Fi/et of Macl{e-rcl in White Wine 2 15 Norway Brfafing or French Sardine.s 1 55 Salami 95 fh'o/1" Creme Parm ent~ ________ _o5 Clam. Stew _______ l 30 with Cream ___ l 90 Consommi Madrilrne -···-·----·---·---·-75 Clam Broth _____ 90 with Cream ___ 95 Guam of T omato _________ .o5 CTc-am Vichyssoise (cold) _____ _ c,5 Crc:am of Green Peas _ ___ 85 Onion au Cratin ____ , ; Chic~en Broth ___ _ _ 75 Poached Filet of Columbia R iver Salmon, Sauce Hollandaise ____________ __,_ 75 fried F1fet of Sole, Sauce Tartare. Saratoga Potatoes --------- ------~ lO Broiled A1guillette of W eaf{fish, .Diablotine Butur, Parsley Potato ---------·-------- ____ 3 25 T em1pin M aryland in Chafing Dtsh. 'T oasu d Com Bre.:d --·-··--··- _________ 750 ====== ~ ~ e«ad/4J Le Filet Mignon Troi, Mou&quetaires, Flambe al' Armagnac 6.50 La Poitrine de Volaille Scheherazade 5 .15 Toung Chic~rnSaute Mnscotte with A rticho~e a11d Rmolie Potato -·--·----·---·-- -··------3 60 fuoiled Sweetbread Louisette, Maitre d' HOtel, Gardrn Spinach ---.. ···-·· _______ __., 85 K,md o/ M,I~ f ,d Kentuc~ Lamb, /xrcy Sau« and Cauhfiower -··-··--····- _________ ) 85 t ,m11cC of Chic~en Glazed Marie er em pest -· ·- -··-·4 30 Brochette of Kentucl{y Lamb on Saffron Rice, Ba~ed Cf omato _ __ ---·- -·-·- A 60 JJroiled Vibo Farm Roe~ Comish Pullet, Viable, Allumetle Potatoes -·-·---- 4 90 {!)//'(/J{j ew England Partridge on T oast of Foie Gras ·-·-·-.. --··-·----6 50 (J. I'- For LeUurely D ining Maine Lobster AnnOTicainc in Chafing U IJ'1 , Rice P:latf --·----- ··--- 5 25 Rff il«I English Sole C-.olbrrt (for one) _____ _ _________ J 25 P11'tn,~,.rl Chllteauhriand. f resh V egetables, Sauce Beamai.,e (for two) ·-·--· 15 00 1',-c~ of Kentucb Spring Lamb, Bouquetier< (/or three ) ·--··-· -··-· p 00 g;;,,,,. 1-'<;§J Broiled Chic~m (hal f) -··-----· ·--··-··-·--·· 2 85 Blue Ri !:>bQn Mim~1c Steal{ --------··· ---·6 10 C?f tJ-1// f:?JJ1#I Broiled Mmtte Lohstcr _____ .. _ 6 00 Pnme S,rloin Steal( 7 60 Lamb Chop ( I) __ 2 65 Galantme of 'TmJjled Capon _____ .1. 95 Mil~ f ed Chic~en (half) ···-····-·--·-----·-2 95 Cats~ill Smo~,d 'Tur~ey _______ J 45 S,no~ed Ham __ 285 Virgmia ! lam _____ 3 55 Cold Duc~ling (loalf) , f nnt SalaJ l 95 Roa.st & ef _____ 4 7'i W aldorf Pate -··-2 35 As5ortccl Cold M eat~ __ , __ ..4 IO witli C hK~en ··--·-·· - ·· 4 5 5 ullth Roa.'it Beef ---··-·-·-~.5 00 G,1rnitu:e of Po' ~lo S.l.id Served with Cold OiJies , APPETIZER Chilled Grapefru it J uice F reneh Onion Soup S.1cramento Tomato Juice Soup du jour Fruit Cu11 with 8 hel' bert Shr im1> Cockta il Choice Sirloin Steak Grilled Tenderloin Steak ENTREE Two Loin Lamb Chops with Mint Sauce Half Spring Chicken Fresh Brook Trout Choice of Two Vegetables SALAD Chef's Salad Russi:tn, French or Rocquefor t Cheese Dressing Coffee Pot of Tea RELISH TRAY CHOICE OF DESSERTS BEVERAGES Iced Coffee Iced Tea Sank.a Homogenized l\tilk Shrimp Cockta il, when :w nilahle. GOt: extra. 4.25 3.25 2.95 2.50 2.50 Dunkin Donuts cuts 10% of menu• the company’s goal is to streamline the menu and “enhance speed of service and in-store operations” because consumer research has found that customers “have told us that our menu was too complex and confusing.”Photo by Zomato: https://www.zomato.com/rotorua/dunkin-donuts-rotorua-central/menuhttps://www.bizjournals.com/pacific/news/2017/07/27/dunkin-donuts-scaling-back-menu-in-some-markets.htmlChili’s cuts 40% of its menu• “we think we're at a moment with this category, with the tremendous headwinds it's facing, where less is truly more."• "While we were chasing new platforms, we were losing our credibility on what built us,“ - Steve Provost, CMOhttps://commons.wikimedia.org/wiki/File:ChilisSantiago.jpgLet’s Evaluate the Menu• When is the last time you evaluated your services?• Restaurants = Regular BasisExternal:• Customer Demands• Changes in Food PricesInternal:• Profit• Popularity• PreparationCustomer Demands• 2018 National Restaurant Association Outlook• Fast Convenient Affordable Meals – Chef Inspired• Independents• Clean Menus• Simplicity – Back to basic classic dishesFrom: http://www.restaurant.org/News-Research/News/What-s-Hot-Top-10-trends-in-2018TimeHow much the time does the service consume?MonetaryHow much money does the service cost?UsageHow much is the service used?FeedbackWhat has been the feedback about the service?Evaluation CriteriaTime (Preparation)How much the time does the service consume?Monetary (Price)How much money does the service cost?Usage (Demand / Popularity)How much is the service used?Feedback (Profit / Value)What has been the feedback about the service?Evaluation CriteriaGroup Discussion: Discuss with your table other evaluation criteria. Write them on the post-it easel pad.  Evaluation Criteria from Discussion• Does or can the service work with another service on campus? • Who else in the community provides this service?• Does the service reach the population with the biggest impact? • Is the service part of the core services? If not, are the basic services being met first?• What is the time it takes to do a service and how many people are reached by that service?• Does the brand/mission/strategic plan of the library fit with the service?• Is the service a pet project of the staff?• Does the library have available resources to support the service?• Are the staff adequately trained in providing this service?• What is the cost per attendee for the service?• What is the value or perceived value of the service to the institution at large?• How relevant is the service? • Is it expected for the library to provide the service?• Can the service be outsourced?• What is the impact of the service to other library departments?• Do the community/audience needs or demands align with the service?• Should this service be measured based on impact or numbers (quality or quantity)?• If there is positive feedback, should the service be expanded?• Can the service be adjusted? Consider giving trial periods to allow for gradual modification of the service.Exercise 2 (Step 1): Based on the evaluation criteria, arrange your services from best to worst.From the Kitchen of: From the Kit chen of : Digit al Sc Recipe for: service Digital s From the Kitchen of : Wa t.1/a ""a t.1/a 1.va wa l~a wa wawawat.'-la 1,ia the Kitchen of: ,.,a from Wa ,,.-.,a ,,.,,awa1.-Ja1.-.1a ,.,"a l~a wa ,.,a ,.,a wa i,ia Wa ,.,a t.-Jawawawa wa ,.,a wa wa 1,ia t.oJ8\oJ8W8 \."8 wa L~a Wa ,.,a \ ,J8\,J8\ ,J8 L,J8 1,ia ,.,a t.'1a t.1/a L,Ja t.,Ja ,.,a wa 1-ia 1,ia \,,J8\oJ8\.-J8\oJ8 ,-,a Wa Wa wa wa ""a L.Ja t..Ja ,.,a ,.,a t.va t.1/a 1.va 1,1,18 1,ia wa ,.,a Wa ,.,a Wa wa \,J8W8 \.'18W8 ,.,a wawa1.vat.1Ja 1,ia Recipe for: Service Recipe for : Service Recipe for: Service Recipe for · S . · e rvice From the Kitchen of: Digital from the Kitchen of: Digital S From the Kitchen of : Digital Schola rs hi Lva t.va L\la t.oJa t.1/a wa Wa ""a i.-.Jat...,ai.-Jat.-Ja t.oJa Wa wa \'18 W8\\18\,J8 ,.,a l- ~ - _.:_:..:.:__:_:~'.:.'..':~~':...'__~~i:!:~ l-_!.':~~~~:=_':.='..'.='..'.:_::_.:.__ ....=.--7t - -=-_:_= ::.._:=:..::.:.:..::.:::.._::..:...::_::.::.oa...:_::.:::_::=::..:::..:_~i 1 ~F-r_o_m__:t.::h.:e~ K=i :t =c~h~e~~!__:__~~~al ---------of: Digit l Scholarship Wa iva t.1/a t.va t.oJa t.va i"a Wa L\la t.v"at.oJa wa1.1Ja \..Ja wa i..-.1a 1,-.,a ,-,a Wa ,.,a 1,ia1,ia1,iawa ,.,a wa Wa 1,ia ,.,a \,j8\'-18W8 \l/8 1,ia i-Ja wa ""a 1.-Ja ,.,a l~a ,.,a 1,ia ,.,a ,,ia wa ,.,a Wa wa Wa 1.,,a t.'1/Bt.V'at....,a wa t."a ""a 1,-.,a 1.,sa wa l~a wa w a ioJa t.-Ja t..Ja 1,ia wa \~a ,-,a ,.,a t.\la 1,-.,a t.-Ja wa 1,ia \,,J8\\18\...J8\\/8 wa Wa 1,ia wa t.,Ja t.-Ja t.\la ,.,a \~a ,.,a ,.,a Lv'8W8\,J8\,J8 wa Wa 1.-Ja 1..-Ja t.-Ja t.-iat.-.Ja ,-,a Wa ,.,a t.Ja t..Jat.oJawa 1,ia Exercise 2 (Step 2): Place the bottom two services on the chopping block.Go to www.menti.comUse code 351310Search for works online Collaborate with faculty Promote profiles Usage statistics and laptop maintenance I Stand alone reference desk I Empower your employees (Delegate!)AutomateOutsourceDownsize the serviceSimplifyGet Organized!Shortening the Prep TimeExcerise 3: Discuss with your neighbor ways to save the services on the chopping block. Take back the recipes from the chopping block you think can be saved.Go to www.menti.comUse code 351310t,..pp\'{ the concepts Exercise 4: On a recipe card, write a service that you want to try.Recipe for: From the Kitchen of: Schedule T Convenors Designated Notetak.er Sponsors Participants Tiick:ets Friday, March 2 • 9:00am - 10:15am Not Enough Cooks in the Kitchen: Balanc ing Quality and Speed in Servic,es Log in to save th is to your schedule and see who's attending1! & http:1/s,c hed. co/CvGW "tJ Tweet f Share Community Notes Do \IOU fin cl it hard to envision the urture Wih,en you are struggIling to l<eep up with the present? A realufy in many libraries is higIh demand but limited resources. In 'his s,es:s ion, participants willi develop a menu of current serviices offered in their position or department After group discussions on criteria for evaluating services ancl shorteningI wol1kfllows, participants willi eliiminate one service and/or shorten its prep time in order to add a forward thinking service. Presentation materials will be available after the conference at https:l/dc_etsu.edu/etsu-wollks/1489/ ] Search ~-----~ Fi lite r By Date ,,, Feb 28-Mar 2', 2018 Fi lite r By Vem1e Knoxville, TNI , nitted s aies Fi lite r By Type Hands-On · orkshop e Interactive Panel e M.ake-Hac1k-Piay e Plenary S·ession Roundl:able o· ussions & l\lorikii g Gmu ps s kill-Building i\lorksiilop e S all Group Br,eakouts e Social Activity e Unconference Space * Plopular Re.ce ntt:1i' Active Participants 

Not Enough Cooks in the Kitchen: Balancing Quality and Speed in Services

https://dc.etsu.edu/cgi/viewcontent.cgi?article=2515&amp;context=etsu-works

Not Enough Cooks in the Kitchen: Balancing Quality and Speed in Services

Abstract

Similar works

Full text

Available Versions

East Tennessee State University