Service Innovations: Keeping Library Relevant - Chew Leng Beh

1,163 views

Published on

OCLC Asia Pacific Regional Council Conference 2012, National Library of Malaysia, 3-4 September 2012.

Published in: Sports
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,163
On SlideShare
0
From Embeds
0
Number of Embeds
94
Actions
Shares
0
Downloads
8
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Service Innovations: Keeping Library Relevant - Chew Leng Beh

  1. 1. Service Innovation Keeping libraries relevant4 September 2012 Beh Chew Leng, NLB, Singapore 1
  2. 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 change4 September 2012 Beh Chew Leng, NLB, Singapore 2
  3. 3. People• Tap passion to create a high performance organization• Engage participation to promote innovation• Effective performance measurement• Fair recognition and reward4 September 2012 Beh Chew Leng, NLB, Singapore 3
  4. 4. Innovation Process• Co-creation with customers• Adopt and adapt best practices to improve productivity• Cost savings through competitive global tendering process4 September 2012 Beh Chew Leng, NLB, Singapore 4
  5. 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 apps4 September 2012 Beh Chew Leng, NLB, Singapore 5
  6. 6. Understanding Customers• Understanding the experience customer wants• Convenience• Accessible• Affordable• Useful4 September 2012 Beh Chew Leng, NLB, Singapore 6
  7. 7. Engaging Customers• Meet the customer sessions • Listen to feedback • Explain policies • Share upcoming events4 September 2012 Beh Chew Leng, NLB, Singapore
  8. 8. Success Stories4 September 2012 Beh Chew Leng, NLB, Singapore 8
  9. 9. Improved Productivity4 September 2012 Beh Chew Leng, NLB, Singapore 9
  10. 10. Cost Savings4 September 2012 Beh Chew Leng, NLB, Singapore 10
  11. 11. Communication• Purpose• Vision• Values4 September 2012 Beh Chew Leng, NLB, Singapore 11
  12. 12. Planning• Key performance requirements in one integrated plan• Deployment• Performance measurements• Tracking• Review4 September 2012 Beh Chew Leng, NLB, Singapore 12
  13. 13. Information• System to collect and manage information• System to disseminate information• Benchmark against best in class organizations• Adopt best practices to improve performance4 September 2012 Beh Chew Leng, NLB, Singapore 13
  14. 14. Organization Culture• Translate values into behavior• Beliefs held by staff• Policy and structure to support4 September 2012 Beh Chew Leng, NLB, Singapore 14
  15. 15. Questions? Beh Chew Leng Senior Director National Library Board, Singapore chewleng@nlb.gov.sg 4 September 2012, Kuala Lumpur, Malaysia4 September 2012 Beh Chew Leng, NLB, Singapore 15

×