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UBS LIBRARY UBS LIBRARY SERVICES PTE LTDSERVICES PTE LTD

Your Best Partner In Library Your Best Partner In Library ServicesServices

IMPORTANCE IN IMPORTANCE IN LIBRARIAN-VENDOR LIBRARIAN-VENDOR

RELATIONSHIPRELATIONSHIP

Presentation OutlinePresentation OutlineDilemma of a librarianDilemma of a librarianTrend in librarian-vendor relationshipTrend in librarian-vendor relationshipChallenges facing librarians and vendorsChallenges facing librarians and vendorsIntroducing UBS as a library service Introducing UBS as a library service vendorvendor

DILEMMA OF A LIBRARIANDILEMMA OF A LIBRARIANNormal job-scope of a LibrarianNormal job-scope of a Librarian

BudgetingBudgeting

Familiarization with IT changes affecting the library work Familiarization with IT changes affecting the library work processes – mode of access for the users, frontlines processes – mode of access for the users, frontlines and backend tools, etcand backend tools, etcCollection development and acquisitionsCollection development and acquisitionsCataloguing and classificationCataloguing and classificationCirculationCirculationReference WorkReference WorkPreserve, conserve and archive information in Preserve, conserve and archive information in perpetuityperpetuityUser EducationUser Education

DILEMMA OF A LIBRARIANDILEMMA OF A LIBRARIANNew challenges for a LibrarianNew challenges for a Librarian

Digitalization of information – new learning curveDigitalization of information – new learning curve

Training users on e-resourcesTraining users on e-resourcesManagement of e-library – archival, renewal and Management of e-library – archival, renewal and termination of subscriptionstermination of subscriptionsDealing with issues on censorship, intellectual property, Dealing with issues on censorship, intellectual property, copyright licensescopyright licensesDealing with more sophisticated usersDealing with more sophisticated usersRole as a Cyber-librarianRole as a Cyber-librarian

Collection Development

Acquisitions

User Education+

Training

PhysicalProcessing

Cataloguing+

Classification

Circulation

Digitalisation

Conservation/Archive

DILEMMA OF A LIBRARIANDILEMMA OF A LIBRARIAN

Complains

Changing Technology

Budgeting

Copyrights/Intellectual property

Staffing

KPI

TREND IN LIBRARIAN-VENDOR TREND IN LIBRARIAN-VENDOR RELATIONSHIPRELATIONSHIP

Catalogues pusherCatalogues pusherFamiliar with same few publishersFamiliar with same few publishersSmall outfit and operates on under-cutting principleSmall outfit and operates on under-cutting principleEmphasis on sales over serviceEmphasis on sales over service

Typical library vendor Typical library vendor

OUTSOURCING & PRIVATISATIONOUTSOURCING & PRIVATISATION

TREND IN LIBRARIAN-VENDOR RELATIONSHIP

• Outsourcing - contracting out for services usually as Outsourcing - contracting out for services usually as a cost saving measure in manpowera cost saving measure in manpower

• Privatisation - contracting out for services that shifts Privatisation - contracting out for services that shifts control over policies in management and collection control over policies in management and collection usually as a means to reduce manpowerusually as a means to reduce manpower

OUTSOURCING - Growing Trend


AcquisitionAcquisitionMaterials SelectionMaterials Selection

Collection developmentCollection developmentPhysical ProcessingPhysical Processing

CataloguingCataloguingLibrary ManagementLibrary Management

LibrarianLibrarian

AcquisitionAcquisition

Materials SelectionMaterials Selection

Collection DCollection Development

Physical Processing

Cataloging/Classification

Library Management LibraryLibraryVendorVendor


1.1. Define your goals (measurable).Define your goals (measurable).2.2. Careful selection of vendor.Careful selection of vendor.3.3. Determine a long term plan.Determine a long term plan.

Presented at the Canadian Library Association Annual Presented at the Canadian Library Association Annual Conference; Victoria, B.C., 17 June 2004Conference; Victoria, B.C., 17 June 2004

Based on 1997 Survey (Outsourcing Cataloguing in US and Canadian Based on 1997 Survey (Outsourcing Cataloguing in US and Canadian Academic Libraries): 28% (33/117 Respondents) Outsourced Their Academic Libraries): 28% (33/117 Respondents) Outsourced Their

Cataloguing FunctionCataloguing Function

Sample: 100 US + 10 Canadian Libraries Sample: 100 US + 10 Canadian Libraries (2004 survey)(2004 survey)

Response Rates: Response Rates: Overall: 67/110 or 60.90%Overall: 67/110 or 60.90%Outsourcing: 53/67 or 79.10%Outsourcing: 53/67 or 79.10%Outsourcing Without QC: 10/53 or 18.87%Outsourcing Without QC: 10/53 or 18.87%Outsourcing With QC: 43/53 or 81.13%Outsourcing With QC: 43/53 or 81.13%Medium and Small LMedium and Small L ibraries Form Majority: 44/53 or 83.02%ibraries Form Majority: 44/53 or 83.02%Majority (41/53 or 77.36%) Have 2-10 Years of ExperienceMajority (41/53 or 77.36%) Have 2-10 Years of ExperienceOnly 4 Libraries Have More Than 10 Years of ExperienceOnly 4 Libraries Have More Than 10 Years of Experience

OUTSOURCING OFOUTSOURCING OFLIBRARY SERVICESLIBRARY SERVICES

Almost Half (26/53 or 49.06%) Receive Only Copy CataloguingAlmost Half (26/53 or 49.06%) Receive Only Copy CataloguingLess than Half (23/53 or 43.40%) Receive Both Original and Copy Less than Half (23/53 or 43.40%) Receive Both Original and Copy CataloguingCataloguingOnly 3 Libraries (5.66%) Receive Only Original CataloguingOnly 3 Libraries (5.66%) Receive Only Original CataloguingNo Clear-Cut Majority in Types of Outsourcing Services ReceivedNo Clear-Cut Majority in Types of Outsourcing Services Received

Majority (31/53 or 58.49%) Spend Less Than 5% of Monograph Majority (31/53 or 58.49%) Spend Less Than 5% of Monograph Acquisitions BudgetAcquisitions BudgetAlmost Half (26/53 or 49.06%) Report From Less Than 2 Weeks To 2-3 Almost Half (26/53 or 49.06%) Report From Less Than 2 Weeks To 2-3 Weeks For Turnaround Time Weeks For Turnaround Time Large Majority (41/53 or 77.36%) Report No Decrease in Cataloguing Large Majority (41/53 or 77.36%) Report No Decrease in Cataloguing Staffing LevelStaffing Level

Very Large Majority (39/43 or 90.70%) Provide Vendors With Very Large Majority (39/43 or 90.70%) Provide Vendors With Cataloguing and/or Processing SpecificationsCataloguing and/or Processing SpecificationsLess Than Half (19/43 or 44.20%) Verify Cataloguing Records for All Less Than Half (19/43 or 44.20%) Verify Cataloguing Records for All Materials Materials Almost Half (21/43 or 48.84%) Check Only Access PointsAlmost Half (21/43 or 48.84%) Check Only Access Points

OUTSOURCING OFOUTSOURCING OFLIBRARY SERVICESLIBRARY SERVICES

Large Majority (31/43 or 71.09%) Report That More than 80% of Records Received are LC or OCLCMost Libraries (27/43 or 62.79%) Report That Non-LC and/or Non-OCLC Records Are Compatible With Core-Level Standard

Error Rates Are Low: 83.72% Report From Less Than 2% to 2-4%Major Error Rates Are Also Low: 34/43 or 79.07% Report Less Than 2%Very Large Majority (40/43 or 93.02%) Report That Errors Are Corrected by Cataloguing Department StaffLarge Majority (48/53 or 90.57%) Are Satisfied With Vendors’ Services

Quality of Cataloguing: Accuracy + Consistency + Adequacy of Access Pints + TimelinessAbsolute Majority (41/43 or 95.35%) Agree With DefinitionLarge Majority (27/43 or 62.79%) Report That Quality of Cataloguing Remains The Same

ConclusionsMore Libraries Outsourcing Now: From 33 in 1997 to 53 in 2004Most Libraries Have QC As An Integrated Part of Outsourcing ProgramError Rates in Records Are LowMost Libraries Are Satisfied With Vendors’ ServicesNo Impact on Quality of Cataloguing


AcquisitionsAcquisitionsPartnership is importantPartnership is important

LIBRARIAN

LIBRARYVENDOR

PUBLISHERS

Provide HighProvide HighStandard of ServiceStandard of Service

SupportSupportwith Orderswith Orders

Provide timely and accurate information, expedite Provide timely and accurate information, expedite fulfillment and provide status reports on ordersfulfillment and provide status reports on orders


Librarians to include library vendors in their collection Librarians to include library vendors in their collection development program and policydevelopment program and policyLibrary vendors MUST have qualified staff and Library vendors MUST have qualified staff and appropriate resources to perform this function appropriate resources to perform this function professionallyprofessionallyPerformance of the vendors MUST be assessed Performance of the vendors MUST be assessed regularly using KPIregularly using KPI

Collection DevelopmentCollection Development

Criteria in selection of library Criteria in selection of library vendors - Meeting KPI vendors - Meeting KPI

1. Delivery Lead-time:1. Delivery Lead-time: 7 days if book is available locally7 days if book is available locallyUrgent titles – within 48 hours (if available)Urgent titles – within 48 hours (if available)4 weeks if book is available overseas 4 weeks if book is available overseas

2. Status Report: 2. Status Report: 11st st Friday of alternate months (Jan, Mar, May, etc..)Friday of alternate months (Jan, Mar, May, etc..)Must be complete and accurate and provide details of Must be complete and accurate and provide details of all unfulfilled titles all unfulfilled titles

3. Reply to enquiries3. Reply to enquiries Within 24 hours for very urgent and rush mattersWithin 24 hours for very urgent and rush mattersQuotations within 48 hours or as mutually agreedQuotations within 48 hours or as mutually agreedAccuracy of quotation Accuracy of quotation Price and delivery – 99% Price and delivery – 99%

4. Collection 4. Collection First 50 titles within 48 hours, including check holdingsFirst 50 titles within 48 hours, including check holdings development 200 titles per week, including check holdingsdevelopment 200 titles per week, including check holdings

Every title must contain bibliography and synopsis (TOC) Every title must contain bibliography and synopsis (TOC) 5. Physical processing5. Physical processing plus 3 more working days for deliveryplus 3 more working days for delivery6. Cataloguing6. Cataloguing < 3% major errors< 3% major errors

KPI – Collection development and acquisitionsKPI – Collection development and acquisitions

Introducing UBS Library Services

Strong partnership with our library customersStrong partnership with our library customers Understanding the needs of our customersUnderstanding the needs of our customers Knowing the system / culture of each environmentKnowing the system / culture of each environment Meeting the criteriaMeeting the criteria Value-added servicesValue-added services

Strong partnership with publishers/publishers’ distributorsStrong partnership with publishers/publishers’ distributors Strategic alliance with publishers to meet objectives.Strategic alliance with publishers to meet objectives. Quality publications/content.Quality publications/content. Timely critical information.Timely critical information. Good service support.Good service support. Attractive promotional materials.Attractive promotional materials.

Strong teamwork among colleaguesStrong teamwork among colleagues Team spirit among colleaguesTeam spirit among colleagues Everyone is a player & anyone can make a difference.Everyone is a player & anyone can make a difference.

ORGANISATION STRUCTUREORGANISATION STRUCTURE

MANAGEMENTMANAGEMENT

ACCOUNTS

TECHNICAL SERVICES

IT DEPT

BUSINESS UNITS X 3

LOGISTICS

30+ FULL-TIME STAFF

UBS Management UBS Management Information SystemInformation System

Introduced in 1999 to improve the overall productivity and Introduced in 1999 to improve the overall productivity and efficiency.efficiency.

Provides a centralized management system for all Provides a centralized management system for all business operations.business operations.Reduces paperwork and provides accountability for all Reduces paperwork and provides accountability for all tasks.tasks.Provides real-time information for critical business Provides real-time information for critical business decision making.decision making.Enhance the Quality of Service (QoS) for libraries.Enhance the Quality of Service (QoS) for libraries.

UBS BusinessUBS BusinessOperation OverviewOperation Overview

IT OperationIT Operation Overview Overview

UBS MIS

Mobile User(Laptop)

Internet

WiFi LAN

www.library2000.com.sgwww.medicalbooks.com.sgwww.ubspress.comwww.aqsolution.com

PC User

Firewall Firewall

Home Office

Virtual PrivateNetwork (VPN)

UBS Product and ServicesUBS Product and ServicesMONOGRAPHS & ANNUALSMONOGRAPHS & ANNUALS New Title Promotion:New Title Promotion:

1. Printed Catalogues1. Printed Catalogues2. Email Alerts2. Email Alerts3. Website (3. Website (WWW.LIBRARY2000.COM.SG))4. Books-On-Approval4. Books-On-Approval5. Pre-publication Offers / Special Offers5. Pre-publication Offers / Special Offers

Physical ProcessingPhysical Processing Profiling / Collection DevelopmentProfiling / Collection Development Regular Status ReportRegular Status Report Urgent / Rush OrdersUrgent / Rush Orders Pre-payment ServicesPre-payment Services Chinese publications from ChinaChinese publications from China

UBS Product and ServicesUBS Product and ServicesSERIALS / STANDING ORDERSSERIALS / STANDING ORDERSSubscription Agency ServicesSubscription Agency Services Claims – Damaged / Missing issuesClaims – Damaged / Missing issues Prompt for RenewalPrompt for Renewal Online Status (Under Development)Online Status (Under Development)

MUTLI-MEDIA MATERIALSMUTLI-MEDIA MATERIALS Order Fulfillment ServicesOrder Fulfillment Services

Benefits and Meeting KPIBenefits and Meeting KPIMONOGRAPHS & ANNUALSMONOGRAPHS & ANNUALS

A. MAJOR PUBLISHERS WITH LOCAL OFFICES & A. MAJOR PUBLISHERS WITH LOCAL OFFICES & WAREHOUSESWAREHOUSES

Better Discount Off Domestic Price Better Discount Off Domestic Price Fast Fulfilment: Almost All New titles are send to UBS Fast Fulfilment: Almost All New titles are send to UBS

Office;Office; If not available locally, will be air-freighted (mostly meet If not available locally, will be air-freighted (mostly meet

KPI)KPI) Books-On-Approval ServiceBooks-On-Approval Service Warehouse selectionWarehouse selection Urgent request/issues attended to locallyUrgent request/issues attended to locally

Benefits and Meeting KPIBenefits and Meeting KPI B. REGIONAL PUBLISHERS (SOUTH-EAST ASIA, B. REGIONAL PUBLISHERS (SOUTH-EAST ASIA,

INDIA AND CHINA)INDIA AND CHINA)

Billed at Domestic price at prevailing rateBilled at Domestic price at prevailing rate

Selected titles available as stockSelected titles available as stock

Process-As-Per-OrderProcess-As-Per-Order

Can meet KPI if customer bears air-freight costCan meet KPI if customer bears air-freight cost

Benefits and Meeting KPIBenefits and Meeting KPI

C. OVERSEAS PUBLISHERS (UK, EUROPE, USA)C. OVERSEAS PUBLISHERS (UK, EUROPE, USA)

Billed in Domestic Price; Usually with DiscountBilled in Domestic Price; Usually with Discount

Selected titles available as stockSelected titles available as stock

Confirm order - indent basisConfirm order - indent basis

Air-Freight service from UK, Europe and USA. Mostly meet Air-Freight service from UK, Europe and USA. Mostly meet KPI.KPI.


D. NON-TRADE PUBLICATIONSD. NON-TRADE PUBLICATIONS


MAX. 10% Sur-ChargeMAX. 10% Sur-Charge

KPI Not ConsideredKPI Not Considered


SERIALS / STANDING ORDERSSERIALS / STANDING ORDERS

One-Stop Service for local Publications (hope to extend to One-Stop Service for local Publications (hope to extend to include regional publications).include regional publications).

Subscription Vendor ServicesSubscription Vendor Services

KPI - ???KPI - ???


MUTLI-MEDIA MATERIALSMUTLI-MEDIA MATERIALS

Billed in Domestic Price; Usually with DiscountBilled in Domestic Price; Usually with Discount


Air-Freight service from UK, Europe and USA. Mostly meet Air-Freight service from UK, Europe and USA. Mostly meet KPI. KPI.

Categorisation of Publishers Categorisation of Publishers

Classifying publishers using KPIClassifying publishers using KPI Normal Lead-time Delivery

SN Category within 1 week 1-4 weeks > 4 weeks1 Local publishers with local warehouse A 2 Local publishers with local warehouse B 3 Local publishers with local warehouse C4 Overseas Publishers with stock available A 5 Overseas Publishers with stock available B 6 Overseas Publishers with stock available C

ConclusionConclusion

LibraryLibrary Library Library VendorVendor

PublishersPublishers

Outsourcing: Outsourcing: collectioncollection

development development + acquistions+ acquistions

cataloguing cataloguing servicesservices

timely and accurate timely and accurate information, expedite information, expedite

fulfillment fulfillment

and provide status and provide status reports on ordersreports on orders

Documents

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