service innovation - oclc · 2020-06-15 · 4 september 2012 beh chew leng, nlb, singapore 2 ....
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Service Innovation
Keeping libraries relevant
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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
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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 [email protected]
4 September 2012, Kuala Lumpur, Malaysia
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