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Service Innovations: Keeping Library Relevant - Chew Leng Beh
- 1. Service Innovation Keeping libraries relevant 4 September 2012 Beh Chew Leng, NLB, Singapore 1
- 2. Winning the Singapore Quality Award for Business Excellence Twice (2004 & 2011) • Innovate to stay relevant • Need support of all stakeholders • Re-invent the way we do things • Dare to change 4 September 2012 Beh Chew Leng, NLB, Singapore 2
- 3. People • Tap passion to create a high performance organization • Engage participation to promote innovation • Effective performance measurement • Fair recognition and reward 4 September 2012 Beh Chew Leng, NLB, Singapore 3
- 4. Innovation Process • Co-creation with customers • Adopt and adapt best practices to improve productivity • Cost savings through competitive global tendering process 4 September 2012 Beh Chew Leng, NLB, Singapore 4
- 5. Co-create with Customers • Verging All Teens – youth space at library • Quest of the Celestial Dragon – kids’ card collection • Newspaper.sg – digitised newspaper online replacing microfilm • Library in your pocket – iPhone apps 4 September 2012 Beh Chew Leng, NLB, Singapore 5
- 6. Understanding Customers • Understanding the experience customer wants • Convenience • Accessible • Affordable • Useful 4 September 2012 Beh Chew Leng, NLB, Singapore 6
- 7. Engaging Customers • Meet the customer sessions • Listen to feedback • Explain policies • Share upcoming events 4 September 2012 Beh Chew Leng, NLB, Singapore
- 8. Success Stories 4 September 2012 Beh Chew Leng, NLB, Singapore 8
- 9. Improved Productivity 4 September 2012 Beh Chew Leng, NLB, Singapore 9
- 10. Cost Savings 4 September 2012 Beh Chew Leng, NLB, Singapore 10
- 11. Communication • Purpose • Vision • Values 4 September 2012 Beh Chew Leng, NLB, Singapore 11
- 12. Planning • Key performance requirements in one integrated plan • Deployment • Performance measurements • Tracking • Review 4 September 2012 Beh Chew Leng, NLB, Singapore 12
- 13. Information • System to collect and manage information • System to disseminate information • Benchmark against best in class organizations • Adopt best practices to improve performance 4 September 2012 Beh Chew Leng, NLB, Singapore 13
- 14. Organization Culture • Translate values into behavior • Beliefs held by staff • Policy and structure to support 4 September 2012 Beh Chew Leng, NLB, Singapore 14
- 15. Questions? Beh Chew Leng Senior Director National Library Board, Singapore chewleng@nlb.gov.sg 4 September 2012, Kuala Lumpur, Malaysia 4 September 2012 Beh Chew Leng, NLB, Singapore 15