Service Innovations: Keeping Library Relevant - Chew Leng Beh

Beh Chew Leng, NLB, Singapore 1

Service Innovation

Keeping libraries relevant

4 September 2012

Beh Chew Leng, NLB, Singapore 2

Winning the Singapore Quality Awardfor 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 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 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 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 6

Understanding Customers

• Understanding the experience customer wants

• Convenience• Accessible• Affordable• Useful

4 September 2012

Beh Chew Leng, NLB, Singapore

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 9

Improved Productivity

4 September 2012

Beh Chew Leng, NLB, Singapore 10

Cost Savings

4 September 2012

Beh Chew Leng, NLB, Singapore 11

Communication

• Purpose • Vision• Values

4 September 2012

Beh Chew Leng, NLB, Singapore 12

Planning

• Key performance requirements in one integrated plan

• Deployment• Performance measurements• Tracking• Review

4 September 2012

Beh Chew Leng, NLB, Singapore 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 14

Organization Culture

• Translate values into behavior• Beliefs held by staff• Policy and structure to support

4 September 2012

Beh Chew Leng, NLB, Singapore 15

Questions?

Beh Chew LengSenior Director

National Library Board, Singaporechewleng@nlb.gov.sg

4 September 2012, Kuala Lumpur, Malaysia

4 September 2012