{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,6]],"date-time":"2026-03-06T10:10:15Z","timestamp":1772791815784,"version":"3.50.1"},"reference-count":11,"publisher":"Emerald","issue":"2","license":[{"start":{"date-parts":[[2006,4,1]],"date-time":"2006-04-01T00:00:00Z","timestamp":1143849600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2006,4,1]]},"abstract":"Purpose<\/jats:title>To report on the collaborative project between Newcastle University Library and 3M which aimed to increase self\u2010issue levels using six sigma methodology.<\/jats:p><\/jats:sec>Design\/methodology\/approach<\/jats:title>The six\u2010month long project is outlined and gives an insight into the process improvement methodology called six sigma. An explanation of why we ran the project is given and the Define, Measure, Analyse, Improve, Control (DMAIC) phases of the six sigma are described.<\/jats:p><\/jats:sec>Findings<\/jats:title>Outlines the long and short term measures which were needed to improve the self\u2010issue service.<\/jats:p><\/jats:sec>Practical implications<\/jats:title>Useful source for other libraries who may wish to improve their self\u2010issue levels. It is also useful for those who are interested in the use of six sigma in the service sector, more specifically in an academic library.<\/jats:p><\/jats:sec>Originality\/value<\/jats:title>It was a unique project in that it was the first time 3M had collaborated with a UK academic library on a six sigma project and the first time Newcastle University Library had engaged in this type of process improvement exercise. It shows how in working objectively together both parties improved the self\u2010issue service in a systematic way.<\/jats:p><\/jats:sec>","DOI":"10.1108\/00330330610669253","type":"journal-article","created":{"date-parts":[[2006,7,4]],"date-time":"2006-07-04T03:49:12Z","timestamp":1151984952000},"page":"123-136","source":"Crossref","is-referenced-by-count":37,"title":["Improving self service the six sigma way at Newcastle University Library"],"prefix":"10.1108","volume":"40","author":[{"given":"Susan","family":"Kumi","sequence":"first","affiliation":[]},{"given":"John","family":"Morrow","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2022021919592203700_b1","unstructured":"Bagnall, J. and Spring, M. (1981), \u201cNew circulation system at Newcastle University\u201d, Vine, Vol. 37, pp. 12\u201018."},{"key":"key2022021919592203700_b2","unstructured":"Benedetto, A.R., Dunnington, J.S. and Oxford\u2010Zelenske, D. (2002), \u201cUsing six sigma to improve the film library\u201d, Radiology Management, Vol. 24 No. 5, pp. 26\u201038."},{"key":"key2022021919592203700_b3","unstructured":"Chowdhury, K.K. and Dutta, B. (2004), \u201cApplication of six sigma in the Indian Statistical Institute Library (Bangalore)\u201d, Information Studies, Vol. 10 No. 3, pp. 573\u201094."},{"key":"key2022021919592203700_b4","doi-asserted-by":"crossref","unstructured":"Cooke, M. and Gray, W.A. (1973), \u201cA redesigned record structure for the Newcastle file handling system\u201d, Program, Vol. 7 No. 1, pp. 1\u201023.","DOI":"10.1108\/eb046676"},{"key":"key2022021919592203700_b5","unstructured":"Deming, W.E. (1982), Quality, Productivity and Competitive Position, MIT Press, Cambridge, MA."},{"key":"key2022021919592203700_b6","unstructured":"Goodman, J. and Theuerkauf, J. (2005), \u201cWhat's wrong with six sigma?\u201d, Quality Progress, Vol. 38 No. 1, pp. 37\u201042."},{"key":"key2022021919592203700_b7","doi-asserted-by":"crossref","unstructured":"Line, M. (1966), \u201cAutomation of acquisition records and routine in the University Library, Newcastle upon Tyne\u201d, Program, No. 2, pp. 1\u20104, Also reprinted in Program (2006) Vol. 40, No. 2.","DOI":"10.1108\/00330330610669235"},{"key":"key2022021919592203700_b8","doi-asserted-by":"crossref","unstructured":"Morris, A., Thornley, L. and Snudden, K. (2001), \u201cSelf\u2010issue and return systems: experiences in the UK\u201d, The Electronic Library, Vol. 19 No. 1, pp. 7\u201018.","DOI":"10.1108\/EUM0000000005398"},{"key":"key2022021919592203700_b9","unstructured":"Pande, P. and Holpp, L. (2002), What is Six Sigma?, McGraw Hill, New York, NY."},{"key":"key2022021919592203700_b10","doi-asserted-by":"crossref","unstructured":"Stafford, J. (1996), \u201cSelf issue: the management implications: the introduction of self service at the University of Sunderland\u201d, Program, Vol. 30 No. 4, pp. 375\u201083.","DOI":"10.1108\/eb047237"},{"key":"key2022021919592203700_b11","unstructured":"Stamatis, D.H. (2004), Six Sigma Fundamentals: A Complete Guide to the System, Methods and Tools, Productivity, New York, NY."}],"container-title":["Program"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/00330330610669253\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/00330330610669253\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T23:55:16Z","timestamp":1753401316000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/dta\/article\/40\/2\/123-136\/328482"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2006,4,1]]},"references-count":11,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2006,4,1]]}},"alternative-id":["10.1108\/00330330610669253"],"URL":"https:\/\/doi.org\/10.1108\/00330330610669253","relation":{},"ISSN":["0033-0337"],"issn-type":[{"value":"0033-0337","type":"print"}],"subject":[],"published":{"date-parts":[[2006,4,1]]}}}