ILL Lending Material Retrieval CQI Team

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Team ID: 
College / Administrative Unit: 
University Libraries
Date Started: 
June 2006
Assess processes as they pertain to obtaining materials from campus and branch libraries for University Park Interlibrary Loan.

Expected Results: Identify areas for process streamlining. Evaluate process consistencies for ILL material across libraries. Develop processes to increase efficient access to monograph and copy collections unique to campus and branch libraries. Identify means to improve turnaround time for receiving materials from outside Pattee and Paterno Libraries.


The team identified 5 major issues relating to improvements needed in communication, equipment and processes. Seventeen action items were developed and the support needed to accomplish each one was identified. All 17 action items were either accomplished or significant progress had been made in addressing them by the end of 2007.

The most significant example of how the team’s work impacted services can be seen in the evolution of our processes for obtaining material from collections located at our Commonwealth Campus libraries. As a result of the team’s efforts, funding was secured from the Libraries Administration for updated scanning equipment to be installed at campus and University Park branch library locations. Libraries Administration also took action on our recommendation to provide increased training for campus library staff and instituted a yearly Commonwealth Campus Library staff retreat. As a result of these key initiatives, campus library staff are now able to efficiently and seamlessly create a digital image file of an article from a journal held in their print collection and place it on the network drive for access by Interlibrary Loan staff located at the University Park campus. The increased efficiency of this process enables us to better utilize the campus library collections to fill patron requests.

Updated equipment, adequate training, and staff buy-in allowed us to explore the feasibility of expanding our services to include a Penn State Article Delivery service. Building on the improvements already made we able to implement such as service in January 2008. Faculty/staff are now able to request a copy of an article from a journal held in the collections of their local campus library be delivered to them electronically. Prior to this we would have asked that they come to the Libraries and copy the article themselves. This service has been well received by Penn State faculty and staff and has enabled the Libraries to continue to provide value added services which meet customer needs.

Contact Person: 
Joyce Harwell
  • Barbara Coopey, Sponsor
  • Joyce Harwell, Leader
  • Edward Armstrong, Member
  • Shane Burris, Member
  • Bobbi DeVore, Member
  • Anne Hummer, Member
  • Kate Lewis, Member
  • Jeff Marker, Member
  • Lee Ann Nolan, Member
  • Carol Riley, Member
  • Dan Tingue, Member
  • Claudia Villafranca, Member
  • Bernie Whitehill, Member