Tööprotsesside kaardistamine

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Abstract

Mapping of work processes:
The path to a more efficient and
user-friendly library
Jaanika Anderson, PhD, Director
In early 2025, the University of Tartu Library
decided to map its work processes in order to
increase its efficiency, transparency and user-centeredness.
The library is a complex research and
memory institution, operating in a very diverse
range of workflows from the acquisition and
cataloguing to the digitisation of library materials,
from offering open science services and conference
services to showing exhibitions. Although the
library was routinely operating, the management
pointed out the need for clearer documentation
asking, whether the goals are unambiguous,
whether there are unnecessarily doubled
processes or outdated habits, and whether work
processes could be simplified and automated.
Staff involvement and clear communication were
essential, as such mapping can cause discomfort
or increase the feeling of being controlled. The
interview-based mapping enabled to create a thorough
overview of the actual work organisation and
to identify bottlenecks, such as non-standardised
activities and long waiting times. Nearly 40 priority
processes were mapped, highlighting both the
strengths and needs for improvement. The problems
were divided into short-term and long-term
goals, the latter of which also provided input for
the library development plan.
An important result was the understanding that
changes start with people: staff members play
a key role in designing processes and ensuring
the quality of services. According to expert Kreet
Solnaski, the library’s workflows stood out for their
abundance and personalisation of services, but a
further focus should be on a clearer design of core
services and regular collection of feedback. The
ultimate goal is common for all of us – to provide
library users with high-quality, up-to-date and
needs-based services. Mapping of processes is a
strategic investment, creating the basis for continuous
development and furthering the innovation-
supporting work culture.