1 Deploying the NUS Service Class framework to deliver adaptive services and information resources Kan Sok Cheng Principal Librarian, NUS Libraries
2 NUS Service Class Launch in 2007 by the NUS Office of Quality Management Aim was to recognise and encourage the university s departments and offices to work towards creating a more customer-focused and service-oriented work environment
Business Excellence (BE) 3 Framework
4 NUSSC Framework x
5 NUSSC framework Align management practices, systems and processes throughout the library Set targets and key performance indicators to assess our performance Cascade plans to all levels of staff
6 NUSL Vision & Mission Vision: To be a premier knowledge hub that promotes the University s global knowledge enterprise vision Mission: To deliver just-in-time information with passion and a smile Collection Excellence Service Excellence Operational Excellence Staff Excellence
7 Living the Library s Vision & Mission Values Desired Behaviour Framework Policy & Practice Respect Integrity Commitment Excellence We respect differences and foster trust & teamwork We are honest and professional in interacting with both internal & external customers We are dedicated and committed to providing our very best We live our culture of continual improvement - cheaper, better and faster without compromising standards and quality Strategic planning Staff Performance System Staff Development & Training Roadmap NUSL Information Intelligence framework Customer relationship model Plan Do Check Act Recognising staff contribution Cross training Cross functional and project teams IT intensive environment Appreciation notes and celebrations 7
8 Organisation Structure University Librarian Planning & Development Committee Communication Task Force Associate University Librarian (Resources) Associate University Librarian (Services) Information Services Committee (Sec, IS Coordinator) Loans & Membership Services Committee (Sec, LMS Coordinator) Business Services Unit Financial Services Unit Library Asset Management Unit Library Human Resource Unit Library Information Technology Unit Central Library Chinese Library HSSM Library CJ Koh Law Library Science Library Medical Library Music Library NUS High School Brenner Library A*STAR E resources Other Institutions Invoicing Payment Processing Ordering Receiving Cataloguing E-resource Management E Content creation Staff Development Student Assistant Scheme Internship Recruitment IT infrastructure maintenance & development Function Teams Project Teams Resource Teams Physical Processing Membership Information Services Collection Development & Management Information Literacy After Office Hour Services Loans Services Facilities Management Reference Publications Outreach Indexing Visitors DDS
9 Leadership takes the lead NUS Open House 2010 Communication session Trip to 3M
10 Step Planning Process RT1 10: Implement and follow-up 1: Project team gather Information 2: HoDs conduct departmental SWOT RT2 PT1 PT2 9: HoDs deploy the action plans according to the Strategic Plan 8: SL communicate Strategic Plan to all NUSL staff Scan Environment Library Visits, Seminars and conferences NIIF Staff Partners / Suppliers 3: Team consolidates all SWOT and information gathered 4: Senior Leadership (SL) finalises the strategic thrusts 7: SL finalizes the NUSL & Dept goals and objectives 5: SL & HoDs develop 3-Year Concept Plan. 6: HoDs formulate goals, objectives and strategies based on 3-year plan 10
NUSL Balanced Scorecard 11
Information Intelligence Framework 12
13 How we use information Gathering system Analysis & Use Outcome LibQUAL+ Survey Lack of space University supported the expansion of HSSML and CJ Koh Law Library Organisation Climate Survey Staff Performance Appraisal Process More reward More empowerment Identify training needs and areas for improvement Implementation of the Shining Star Award Greater Empowerment to frontline staff Internal Communication Guidelines LSM Blog Use for developing total training plan Select appropriate training for staff Competencies of staff is enhanced
Environment Scanning (Best Practices) NUS HR Guidelines & Policies HR Workplans HR KPIs 14 HR Strategic Plan NUSL Strategic Thrust Inputs Staff Excellence Nurture & retain high performance & innovative staff HR Plans & Programmes Outcome Staff Planning & Deployment Staff Engagement & Commitment Staff Training & Development Staff Well Being & Satisfaction Staff Performance & Recognition Manpower Planning Recruitment Cross Functional Teams Staff Communication Continual Improvement Staff Empowerment Training Framework Professional Development Scheme Career Advancement Work-Life Balance Staff Feedback Channels Reward & Recognition Framework Review & Evaluation
15 Staff Training & Development Framework Job Holder T&D Plan Departmental Work Plan Training Needs Analysis Departmental Learning Objective Formulate Training Focus of the year Develop NUSL Total Training Plan Competency Matrix Induction for new staff Basic Training Programmes Professional upgrading for trainees MSc. in Information Studies Continual development for professional staff -- Professional Development Scheme Performance Appraisal JH discusses with Reviewing Officer NUSL Strategic Plan library strategic objectives
16 Mechanisms for Staff Engagement & Level Teamwork Commitment Achievements through Innovation Communication Strategic level Administrative Change Agents Meeting (ACAM) President s meeting with Deans & ACAM members Board Meeting (Board of Undergraduate Studies) NUS Service Class Award Strategic Thrust Steering Comms Senior management meeting Staff communication & sharing sessions Operational level IQ Teams Resource Teams Project Committees Staff Welfare Committee (SWC) Taskforce on Internal Communication E-Resource Discovery Day Fire drill Senior management involved in staff training/induction programme IQ Team Project: Awards Departmental meeting Departmental morning briefing Dialogue sessions Strategic plan sharing/cascading sessions Internal communication systems Share and Learn Always (SLA): in-house talks/workshop/knowledge sharing sessions LSM blog Wiki for frontline services NUSL Promises Individual level Buddy to new staff Project assignment SLA: to share/train knowledge/skills SWC events & activities Lunches & tea sessions Voting of Shining Star Awards VOICE Award NUS Quality Service Award Lean Six Sigma certification Participate in OCS Coaching/appraisal Blogs/Wiki
17 Customer Relationship Model Customers Students Faculty Ext. members Touchpoints Information desk, Service counters, Open stacks, Roving ambassadors, Email, Twitter, Blog, Library portal Customer Interaction Feedback Resources Measurement Print collection E-Resources *Subscribed e-resources *In-house databases *Digitized collection *Institutional repository (ScholarBank@NUS) Multimedia Microfilms Services Membership services Loan services *Inter-library loan *Intra-library loan Document Delivery Information Literacy Programme *Orientation *Library tutorials Information Services Customer satisfaction, Service standards, KPIs, Compliment-Complaint Ratio Customer Response Action Continual Process Improvement Innovative IT applications Training & Development Lean 6 Sigma Project Internal Communication Supplier & Partner Selection & Management
18 NUS Customer Requirements UGrad Grad Availability of subject specialist assistance Space for group learning and discussion Quiet space for individual work A place to relax and interact Library space that inspires study and learning A haven for study, learning or research Availability of subject specialist assistance Making electronic resources accessible from home or office Relevant print /and/or electronic journal collections Fac/ Res Availability of subject specialist assistance Assistance in building their bio-data including citation analysis Admin Information to help in decision making and assisting the academics
Undergraduates : Integrating 19 ILP with specific modules LC1006 Legal Analysis, Writing & Research 2008: Lectures & questions for graded test MKT1003 Principles of Marketing (2007) MNO1001 Management & Organizations (2008) EG1413 Critical Thinking and Writing (2009) Year 1 curriculum Introduction to Hands-on Database Searches Incorporated (2007)
New Touchpoints & Services 20
Publicising our Service Standards 21
22 They Tell, We Listen, We Act... Informal conversations with users International LibQUAL+ NUS-wide NUS service departments survey conducted by OQM NUS Libraries Online survey feedback form, Focus groups, ILP & outreach evaluation forms, Specific purpose surveys, Performance of photocopy vendors Formal feedback channels from users
NUS Libraries commitment to 23 Service Excellence