Outsourcing Library Technical Services:
A How-to-Do-It Manual for Librarians
by
Arnold Hirshon, Vice Provost for Information Resources, Lehigh University
and
Barbara Winters, Associate University Librarian for Central Services, Wright
State University
Publication Information: New York: Neal-Schuman Publisher, 100 Varick St
reet, New York,
NY 10013. ISBN: 1-55570-221-X Publication date: Fall, 1996. 150 pp. $45.00
Accompanying diskette of "Ready to Import RFP Specifications." Publicatio
n price: $20.00. ISBN: 1-55570-272-4
TABLE OF CONTENTS
Overview of This Book
Chapter 1: Reengineering and Outsourcing
Chapter 2: Getting Started in Outsourcing
Chapter 3: Evaluating Current Operations and
Options
Chapter 4: Competitive Procurement: Overview of the
RFP Process
Chapter 5: RFP Specifications: Preparing the
Boilerplate
Chapter 6: Sample RFP Functional Specifications:
Books
Chapter 7: Sample RFP Functional Specifications:
Serials and Periodicals
Chapter 8: Sample RFP Functional Specifications:
Cataloging
Chapter 9: Evaluation of Responses, Awarding the
Contract, and Monitoring contract compliance
Chapter 10: The Human Factor in Outsourcing
Chapter 11: Conclusion: General Reminders; New
Vistas in Outsourcing
Appendix A: Bidder Response Form
Appendix B: Glossary of Terms
Appendix C: Bibliography
Index
Overview of This Book
This book is a guide through the steps of process reengineering, outsourcing,
and the procurement of outside services. We will explain general purchasing
concepts, and provide
detailed guidance on managing each process, including the preparation of specifi
cations. In
particular, this book provides detailed and practical advice on:
What is reengineering, and why is it important? In the introductory
chapter, we present the basic concepts and steps of process reengineering, and
explain why it is essential to reengineer before outsourcing. The chapter
also reviews traditional outsourcing efforts in library technical services and
explains how the options available today differ from those of the past.
How to Get Started. This chapter describes the decisionmaking
process, including key
considerations to decide when outsourcing is appropriate and when it is not. We
look at some of
the major alternatives to outsourcing, and the advantages and disadvantages of e
ach as they relate
to quality control.
Evaluating Current Operations. This chapter includes information
on how to conduct cost studies of technical services operations, and tests to determine whether
increased inhouse productivity can eliminate the need to outsource.
RFPs: Overview of the Preparation and Evaluation Process. The
request-for-proposals (RFP) and subsequent contract are the most significant
means for: assessing the nature and quality of services in the marketplace;
identifying which vendor and services are appropriate for libraries;
controlling the costs of outsourcing; and, monitoring the quality
of outsourced operations. The RFP is essential to ensure that the vendor
with whom you contract is both competitive and reliable. This chapter
explains how to prepare formal RFPs to outsource library technical services.
RFPs: Examples of Detailed Specifications for Boilerplate, Books, Serials,
and Cataloging. These chapters provide an overview of the context and
content for outsourcing specific types of technical services. The chapters
include background information services and examples of the general terms and
conditions of the RFP functional specifications for the procurement of services
for the ordering of books (both firm orders and approval plan materials),
serials and
periodicals, and cataloging services. The specifications are generic in nature
and to provide a starting point for the preparation of local specifications for a local RFP. The
se specifications
must be customized for the particular circumstances of each institution. In par
ticular, each
institution must review the legal conditions of any specification contained to
ensure that it is in
accordance with the practices and applicable laws pertaining to the institution.
The Human Factor in Outsourcing. Effective outsourcing operations
requires that the organization explore the human resource implications. This
chapter explores the implications
that the organization should consider before, and after, deciding whether to out
source.
An outline of each of the chapters follows immediately below.
Return to the Table of Contents
CHAPTER 1: REENGINEERING LIBRARIES
- The need to reengineer before outsourcing
- How does reengineering differ from Total Quality Management (TQM)?
- Drivers for reengineering libraries
- Reengineering technical services
- Reengineering caveat: focus on outcomes.
- What is required for effective reengineering?
- Steps for reengineering: build consensus; name the reengineering team; glo
bal process
reengineering; outsourcing (RFP preparation, vendor selection, and contracting);
detailed
process reengineering; implementation)
- Communications
Return to Table of Contents
CHAPTER 2: GETTING STARTED IN OUTSOURCING
- What is outsourcing?
- What is different about management today?
- Why outsource now?
- Will outsourcing save money, and if so, how?
- When is outsourcing appropriate?
- Benefits of in-house processing (local control, less stressful for staff,
potential for
productivity)
- Benefits of outsourcing (potential for improved productivity, organization
al focus, expanded
expertise, improved savings)
- The issue of quality control
- When should you not outsource?
- Alternatives to Outsourcing
- Moving Ahead with Outsourcing (establish your goals and savings targets; d
ecide who will be
involved in the decision; do not drag out the process; consider human resource i
ssues
- The future of outsourcing
Return to Table of Contents
CHAPTER 3: EVALUATING CURRENT OPERATIONS AND OPTIONS<
p>
- Getting started in cost estimation
- How to estimate current costs
- What costs should we compare?
- What should be included as personnel costs?
- How to estimate partial staff effort
- Calculation of indirect costs (Overhead)
- Estimating other costs
- Spreadsheet for estimating current and outsourcing costs
- What is the cost per item?
Return to Table of Contents
CHAPTER 4: COMPETITIVE PROCUREMENT -- THE REQUEST-FOR
-PROPOSAL PROCESS
- Terminology
- What is competitive procurement and why is it necessary?
- What is a request-for-proposals (RFP)?
- How does an RFP differ from an RFI or RFQ?
- What is a sole source bid?
- Steps of the process
- Build support
- Prepare for writing the RFP
- Set the schedule for action and issue the RFP
- Mistakes to Avoid
- Before the RFP is issued
- While the RFP is out for bidding
- Assessing the responses
Return to Table of Contents
CHAPTER 5: RFP SPECIFICATIONS: PREPARING THE BOILERPL
ATE
- Definition and description of boilerplate
- Terms and conditions
- Low bids
- The need to customize the boilerplate
- Numbering scheme for RFPs used in this book
- Boilerplate Specifications (a checklist)
Return to Table of Contents
CHAPTER 6: OUTSOURCING THE ACQUISITION OF BOOKS
When to employ an RFP for book purchasing
Preparation of the RFP specifications
Commonly asked questions about purchase of all books (firm orders and appr
oval plans)
- Will vendors handle materials published in languages other than English?
- Should I require shipment of hardbound books when available?
- Should you ask the vendor to submit copies of internal quality control p
rocedures?
- Should the library require the vendor to pay postage and handling?
- What information should be present on invoices?
- What computer support services can a vendor provide?
- What types of vendor reports will I need?
- How do I want the vendor to describe its "charging" practices?
- What's a reasonable policy for returns?
Commonly Asked Questions About Approval Plan Services
- Should the library establish a publisher or subject-based profile?
- Should the library to receive just books on approval, or also notificati
on slips?
- Do I want the new vendor to offer specific services during the conversio
n period?
- What specific types of coverage should the approval plan cover?
- What is a reasonable period of time between publication and shipment?
- What non-subject parameters should you include in the profile?
Commonly Asked Questions About Firm Order Services
- Is it really necessary to bid firm orders?
- What fulfillment rate to I expect, and within what period of time?
- What type of rush services do I usually need?
- How do I want to receive materials?
Sample RFP Functional Specifications: Approval Plan Services
Return to Table of Contents
CHAPTER 7: OUTSOURCING THE ACQUISITION OF SERIALS
- Standard serial subscription agency services
- Emerging pass-through fiscal agent services
- Commonly asked questions about serial subscription agency services
- Should I include a copy of my periodicals list with the RFP?
- Should all serial subscription business be consolidated with one agent?<
/li>
- Should the same RFP cover all serials or just periodicals?
- Introduction to sample specifications
- Sample specifications for serials
Return to Table of Contents
CHAPTER 8: OUTSOURCING CATALOGING
- Types of cataloging outsourcing services for bibliographic records
- Outsourcing of authority records
- Commonly asked questions about cataloging outsourcing
- What is the difference between OCLC TechPro and PromptCat services?
- Does outsourcing eliminate the need for all in-house cataloging staff?
- Can the library handle "rush requests"?
- Should the library send the material to be cataloged or a substitute?
- How will CIP be handled?
- In what format will the library receive the bibliographic records?
- How much money will a library save through outsourcing?
- What if the vendor goes out of business?
- Is outsourcing right for every library?
- Introduction to sample specifications
- Cataloging RFP specifications
Return to Table of Contents
CHAPTER 9: EVALUATION OF RESPONSES, WRITING THE
CONTRACT, AND MONITORING CONTRACT COMPLIANCE
- Evaluating responses to the RFP
- Writing the contract
- Monitoring vendor performance
Return to Table of Contents
CHAPTER 10: THE HUMAN FACTOR IN OUTSOURCING
- The effects of outsourcing on library staff
- Commonly asked human resource questions related to outsourcing
- If outsourcing causes personnel problems, why do it?
- Won't outsourcing lower staff morale?
- What effect does organizational culture have on the outsourcing decision
?
- If we outsource, what will happen to the current staff?
- Can we outsource if we are unionized or have civil service employees?
- What is bumping, and how can it affect outsourcing?
- How are staff likely to react to outsourcing?
- How much time should elapse between deciding to outsource and actual
implementation?
- What assistance should we provide to help staff adjust?
- What steps should we take to inform the staff?
- What will likely happen after the announcement about outsourcing is made
?
- What if separation of an employee is necessary?
Return to Table of Contents
CHAPTER 11: FINAL THOUGHTS ON OUTSOURCING
APPENDIX A: SAMPLE VENDOR RESPONSE FORM
APPENDIX B: GLOSSARY OF TERMS
APPENDIX C: BIBLIOGRAPHY ON OUTSOURCING
INDEX
Announcement of Availability and Order Form
Return to Table of Contents
