Quality & Performance Excellence 6th Edition by James Evans

Exercise 26

At a university library, many activities take place. Some of these are
• processing request forms from patrons for copying of journal articles;
• reshelving books that readers have left on desks (books are picked up, placed on carts, sorted, and reshelved); and
• locating missing books.
For these activities, identify potential problems that might arise and what the library might do to "mistake-proof" its activities to provide better service.