The vital role played by information and communication technologies in the development of digital environment revolutionized the way libraries handle information for centuries. The ICTs offer increased efficiency in terms of time, human resources and cost; improved quality of information ; greater flexibility and responsiveness, increased access and sharing; enhanced degree of user interaction to specific information, review and modify the needs as per the situation. More specifically the internet takes firm roots in information storage, processing and dissemination and provides global access. The users prefer the ease of use, portability, affordability and access to a wide range of subjects on the net over the rule bound library environment. However, on the other hand electronic environment is not rosy as it appears to be. The major issue is content organization. The information is poorly structured on the libraries have successful methods for information processing and retrieval. The content mapping semantic web and ontology are under experimental stages for the purpose of effective organization and retrieval of web resources. Hence, users are apparently in need of librarians to assist them to access pertinent and precise information.. Therefore it is high time for library professionals to remodel themselves and act as aggregators and knowledge managers through web based services tailor-made to use the information requirements. In this context Six Sigma applications have an immense value.
Service is the ability of an organization to constantly and consistently exceed the customer’s expectations. Improving consumer services in libraries involves making a commitment to assess users’ needs and developing action plans that implement user friendly processes. LICs are implementing the same through user studies or surveys to ascertain the level of user satisfaction, seek their opinions and suggestions and improve their service base based on the findings. However they are not documenting the policies, processes, procedures and important tools of this programmes. Further, they don’t have a mechanism to identify the latent and dormant users and their needs. This shows there is a necessity to apply proved management techniques like Six Sigma to analyse the current service programmes and to suggest for their improvement. It is a fact that there is vast difference between the desired and the perceived information needs of library users. The traditional metrics have limitations and hence adoption of Six Sigma is useful as it measures quality capability.