slide1 n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Agenda PowerPoint Presentation
Download Presentation
Agenda

Loading in 2 Seconds...

play fullscreen
1 / 51

Agenda - PowerPoint PPT Presentation


  • 96 Views
  • Uploaded on

9 th Northumbria Conference on Performance Measurement in Libraries and Information Services – 22 to 26 August 2011, York, UK .

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Agenda' - luisa


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
slide1

9th Northumbria Conference on Performance Measurement in Libraries and Information Services – 22 to 26 August 2011, York, UK

Deploying the NUS Service Class framework to scale the peaks of service excellenceLee Cheng EanAssociate University Librarian (Resources)NUS LibrariesKan Sok ChengPrincipal LibrarianHead, Medical/Science LibraryNUS Libraries

To deliver just-in-time information with passion and a smile

agenda
Agenda
  • National University of Singapore (NUS)
  • NUS Libraries
  • NUS Service Class (NUSSC) Framework
  • Deploying the NUSSC Framework in
    • Leadership
    • Planning
    • People
    • Customers
    • Information
    • Results
  • Developing ICUBE@NUSL
slide3

Singapore

21 LOWER KENT RIDGE ROAD

SINGAPORE 119077

nus.edu.sg

slide4

36, 000 students from 100 countries

  • 15 faculties & schools
  • 3 Research Centres of Excellence
  • 21 university-level research institutes
  • Close affiliation with 16 national level research institutes/centres

21 LOWER KENT RIDGE ROAD

SINGAPORE 119077

nus.edu.sg

nus libraries
NUS Libraries

C J Koh

Central

Chinese

Medical

Music

Science

Hon Sui Sen Memorial

nusl vision mission core values
NUSL Vision, Mission & Core Values

To be a premier

knowledge hub that

promotes the University’s vision

Vision

Mission

To deliver just-in-time information with passion and a smile

Collection

excellence

Service

excellence

Staff

excellence

Strategic Thrusts

Operational excellence

xxxxx

Respect

Respect for differences, fostering mutual trust & teamwork

Integrity

Honesty & professionalism in our conduct

Commitment

Dedication and ownership that creates value for the NUS Libraries

Excellence

Emphasis on attaining the highest standards in service; shared pride in excellence achieved by members of the libraries

Core Values

nus service class
NUS Service Class
  • Launched in 2007 by the NUS Office of Quality Management
  • Adapted from the Singapore Service Class – a certification for business excellence
  • Similar to the US Malcolm Baldrige Quality Award and the European Excellence Award
  • Create a service-oriented environment at NUS
why we deployed the nus service class framework
Why we deployed the NUS Service Class Framework
  • Allows a systematic approach to assess and address gaps in the following areas
    • Service leadership – how management leads and sets directions to create a customer-focused service excellence environment
    • Service agility – how we use information to respond to changing environment and address customer expectations
    • Customer experience – how we deliver services to delight the customers
    • Customer delight – how we measure and improve service performance

Put simply : How we are performing!

nus service class assessment
NUS Service Class Assessment
  • Two national assessors appointed by OQM
  • Application report
  • Site visit and interviews
  • Assessment report
    • Strengths
    • Weaknesses – opportunities for further improvement
    • Recommended points awarded
nus libraries achievements in nussc
NUS Libraries’ Achievements in NUSSC

2007 – Recognition for Service Excellence

2010 – Outstanding for Service Excellence

deploying the nussc framework at nusl
Deploying the NUSSC Framework at NUSL

Linking strategic planning, human & financial resource planning, information management and customer needs with visionary leadership

visionary leadership
Visionary Leadership
  • Committed to delighting users
  • Committed to a strong staff training & development culture
  • Committed to full involvement in the strategic planning process
  • Committed to sharing & communicating with stakeholders
integrating strategy with hr financial planning
Integrating Strategy with HR & Financial Planning

Senior

Leadership & HoDs develop

3-year concept plan

HoDs formulate annual goals, objectives and strategies based on the 3-year concept plan

Project team & HoDs conduct departmental SWOT & gather Information via:

Environment scanning, library visits, seminars and conferences; Information management systems; Staff; Partners / Suppliers

Implement and follow-up

Analyse training needs

Formulate Total Training Plan & Road Map

HoDs deploy the action plans according to the Strategic Plan

SL finalizes the NUSL & Dept goals and objectives & communicate Strategic Plan to all NUSL staff

Evaluation from annual staff performance

3-Yearly

Yearly (complete in July and align with budget submission in Sept)

nusl strategy

Strategy Alignment

NUSL Strategy

NUS Strategy

Provide a high quality educational experiencethat stretches students, is globally-oriented, and develops skills and values to enable them to reach their full potential

Promote services & resources

Improve services

Focus on high impact researchthat advances knowledge and its application, and which is of high international quality and impact

Develop timely & relevant resources

Enhance retrieval from collections

Nurture, recruit & retain best quality people, the single most important determinant of the quality of education and research

Nurture and retain high performance & innovative staff

Continual improvement of process & infrastructure

six strategic objectives
Six Strategic Objectives

To be a premier

knowledge hub that

promotes the University’s vision

To deliver just-in-time information with passion and a smile

  • Nurture and retain high performance & innovative staff
  • Develop timely & relevant resources
  • Enhance retrieval from collections
  • Promote services & resources
  • Improve services
  • Continual improvement of process & infrastructure

Staff

excellence

Collection

excellence

Service

excellence

Operationalexcellence

xxxxx

Respect

Respect for differences, fostering mutual trust & teamwork

Integrity

Honesty & professionalism in our conduct

Commitment

Dedication and ownership that creates value for the NUS Libraries

Excellence

Emphasis on attaining the highest standards in service

strategy map
Strategy Map

Vision & Mission

Stakeholder

perspective

Collection excellence

Information

anytime/anywhere

Service & Collection Excellence

Relevant

facilities

Excellent

services

User

perspective

Promote Services

& Resources

Develop timely &

relevant collection

Enhance retrieval from collection

Staff, Collection & Operational Excellence

Internal

perspective

Continual improvement of process & infrastructure

Improve Service

Staff Excellence

Nurture and retain high performance

& innovative staff

Learning & growth perspective

cascading tracking review process
Cascading, Tracking & Review Process

Collection Excellence

Enhance retrieval from collections

Provide effective retrieval by organising information & enhancing accessibility

Provide seamless access from databases to subscribed full-text documents using WebBridge

Implement 3 Encore new features

Add 30 databases for multiple database searching using ResearchPro

Professional Objective

Catalogue urgent titles within one working day

Management Assistant Obj:

Search for bibliographic record Verify and update bibliographic information

Operations Associate Objective

Ensure proper physical processing

Reserved items ready for pick-up

Measure:

Access to portal, LINC and E-resources 99% of the time.

90% of urgent & RBR books catalogued within 1 working day

NUSL target for Users Satisfaction Survey:

75% of users rate the performance of library good & above

people organisation structure
People - Organisation Structure

University Librarian

Planning & Development Committee

Information Services Committee

(Sec, IS Coordinator)

Associate University

Librarian (Resources)

Associate University

Librarian (Services)

Communication Task Force

Loans & Membership Services

Committee (Sec, LMS Coordinator)

Central Library

Chinese Library

HSSM

Library

CJ Koh Law Library

Science Library

Medical

Library

Music Library

Business Services

Unit

Financial Services

Unit

Library

Asset Management Unit

Library Information Technology Unit

Library Human Resource Unit

Staff Development

IT

infrastructure maintenance

&

development

Resource Teams

Ordering

Project Teams

Function Teams

NUS

High School

Invoicing

Reference

Physical

Processing

Information Services

Publications

Student Assistant Scheme

Receiving

Collection Development

& Management

Brenner

Library

Membership

Payment

Processing

Outreach

Information

Literacy

Internship

Cataloguing

Indexing

A*STAR

E resources

After Office Hour

Services

Visitors

Recruitment

E-resource

Management

Other

Institutions

Loans Services

E Content

creation

Facilities

Management

DDS

slide23

HR Strategic Plan

NUSL Strategic Thrust

Staff Excellence

Nurture & retain high performance & innovative staff

Inputs

Outcome

HR Plans & Programmes

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

Environment Scanning (Best Practices) NUS HR Guidelines & Policies

HR Workplans

HR KPIs

Review & Evaluation

staff training development
Staff Training & Development
  • Training Framework
    • Induction Program
    • Structured Learning Programmes for new staff
    • Training Needs Analysis
    • Total Training Plan (Competency-based training programmes)
    • Share and Learn Always (SLA) for continual improvement
    • Best practice learning opportunity
  • Professional Development Scheme
    • Encourage and motivate staff for continual development
  • Career Advancement
    • Formal training leading to certification (e.g. MSc in Information Studies)
customer relationship model
Customer Relationship Model

Customer Interaction

  • Customers
  • Students
  • Faculty
  • Ext. members

Touchpoints

Information desk, Service counters, Open stacks, Roving ambassadors,

Email, Twitter, Blog, Library portal

Feedback

Customer

Action

  • Resources
  • 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

Response

  • Continual Process Improvement
  • Innovative IT applications
  • Training & Development
  • Lean 6 Sigma Project
  • Internal Communication
  • Supplier & Partner Selection & Management

Measurement

Customer satisfaction, Service standards, KPIs, Compliment-Complaint Ratio

methods of gathering information from users
Methods of Gathering Information from Users

International

LibQUAL+

Informal conversations with users

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

our customers requirements

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
Our Customers’ Requirements
  • Availability of subject specialist assistance
  • Making electronic resources accessible from home or office
  • Relevant print /and/or electronic journal collections
  • Availability of subject specialist assistance
  • Assistance in building their bio-data including citation analysis

UGrad

  • Information to help in decision making and assisting the academics

Grad

Fac/

Res

Admin

use of information to compare with the best libqual survey
Use of Information to Compare with the Best : LibQUAL+ Survey

ARLs: Association of Research Libraries members which have conducted LibQUAL+ in 2008 or 2009.

Ranked with 28 selected ones

AULs: 8 Asian universities in the 2009 Top 100 Times Higher Education – QS Asian University Rankings with libraries that have been LibQUAL+ assessed

use of information in designing ilp with core undergraduate modules
Use of Information in Designing ILP with core undergraduate modules

MKT1003 Principles of Marketing (2007)

MNO1001 Management & Organizations (2008)

LC1006 Legal Analysis, Writing & Research

2008: Lectures & questions for graded test

EG1413 Critical Thinking and Writing

(2009)

Year 1 curriculum

“Introduction to Hands-on Database Searches”

Incorporated (2007)

use of information to support library expansion projects
Use of Information to Support Library Expansion projects

HSSML :

Before Renovation – roof garden

HSSML:

After renovation – discussion rooms and quiet area

Now : planning the Expansion of CJ Koh Law Library

use of information to monitor response time to feedback
Use of Information to Monitor Response Time to Feedback

1-3-5 Feedback Resolution Guideline

  • Acknowledge feedback received or reply within 1 day
  • No satisfactory resolution or needs reference to another authority, user will be notified by Day 3
  • Close feedback within NUSL purview within 5 days

Data from ACCCSS

use of information to support staffing budget proposals
Use of Information to Support Staffing & Budget Proposals

Benchmarking with ARLs

  • Ratio of:
  • Total Student / Prof Staff
  • almost twice of ARL
  • median
  • Reference Queries / Prof Staff
  • more than doubled ARL
  • median
  • Loans / Library Staff
  • more than 3 times ARL
  • median
innovation from staff feedback
Innovation from Staff Feedback

Electronic

Electrical

Mobile Compact Shelves

Upfront savings$1,035,328

(£517,660)

innovation from staff feedback1
Innovation from Staff Feedback

Server Virtualization Project

Before

After

IBM DS4200

IBM x3650

Upfront savings$71,954

(£36,000)

IBM x3250

Tape Autoloader

operations we excel to improve
Operations: We Excel to Improve

Innovation

Effective Use

of Resources

KPIs

Productivity

VOICE

IQ Teams

Costs

applying lean for continual improvement
Applying Lean for continual improvement

Special Recognition

Invoice Batching & SAP Posting Interface

Journal E-checkin System

New Book Arrivals Alert Service

keeping track of results
Keeping Track of Results
  • Monitor the trends
  • Customer results
    • Customer satisfaction
  • People results
    • Staff satisfaction
  • Operational results
    • Service KPIs
    • Collection KPIs
  • Financial & market results
    • Cost savings
service standards 7 promises
Service Standards: 7 Promises

CL:Central Lib MU:Music Lib LW:Law Lib MD/SC:Medical/Science Lib HL:Hon Sui Sen Memorial Lib

major achievements
Major Achievements

1st

1st

1st

Silver

Gold

Silver

Second

achievements nus perception surveys
Achievements - NUS Perception Surveys

1st

1st

1st

1st

1st

1st

1st

1st

89%

how the nussc framework helped us
How the NUSSC Framework helped us
  • Aligned management practices, systems and processes throughout the library
  • Set targets and key performance indicators to assess our performance
  • Cascaded plans to all levels of staff
  • Provided opportunities for continual improvements
  • Discipline ourselves to think of the causal effects of the strategic actions, processes and measures
future plans
Future plans
  • Map core processes with strategic objectives
  • Develop ICUBES@NUSL - Integrated Information & Intelligence System for better management of information
    • Enterprise Architecture
    • Push & pull information
    • Dashboard
      • Organizational
      • Departmental
      • Individual
closing quote
Closing Quote …

Quality is never an accident;

it is always the RESULT of high intention,

sincere effort, intelligent direction and skillful execution;

it represents the wise choice of many alternatives.

William A. Forster