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OCLC Asia Pacific Regional Council Conference 2012, National Library of Malaysia, 3-4 September 2012.
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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, [email protected]
4 September 2012, Kuala Lumpur, Malaysia
4 September 2012
