Service Innovation

Keeping libraries relevant

4 September 2012 1 Beh Chew Leng, NLB, Singapore

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

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People

• Tap passion to create a high performance organization

• Engage participation to promote innovation

• Effective performance measurement

• Fair recognition and reward

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Innovation Process

• Co-creation with customers

• Adopt and adapt best practices to improve productivity

• Cost savings through competitive global tendering process

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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

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Understanding Customers

• Understanding the experience customer wants

• Convenience

• Accessible

• Affordable

• Useful

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Engaging Customers

• Meet the customer sessions • Listen to feedback

• Explain policies

• Share upcoming events

4 September 2012 Beh Chew Leng, NLB, Singapore

Success Stories

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Improved Productivity

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Cost Savings

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Communication

• Purpose

• Vision

• Values

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Planning

• Key performance requirements in one integrated plan

• Deployment

• Performance measurements

• Tracking

• Review

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Information

• System to collect and manage information

• System to disseminate information

• Benchmark against best in class organizations

• Adopt best practices to improve performance

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Organization Culture

• Translate values into behavior

• Beliefs held by staff

• Policy and structure to support

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Questions?

Beh Chew Leng Senior Director

National Library Board, Singapore chewleng@nlb.gov.sg

4 September 2012, Kuala Lumpur, Malaysia

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