Libraries To deliver just-in-time information with passion and a smile Deploying the NUS Service...

Libraries

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

Deploying the NUS Service Class framework to scale the peaks of service excellence

Lee Cheng EanAssociate University Librarian (Resources)NUS Libraries

Kan Sok ChengPrincipal LibrarianHead, Medical/Science LibraryNUS Libraries

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

Libraries

Libraries

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@NUSL2

Libraries

Libraries

21 LOWER KENT RIDGE ROADSINGAPORE 119077nus.edu.sg

Singapore

Libraries

Libraries

21 LOWER KENT RIDGE ROADSINGAPORE 119077

nus.edu.sg

• 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

Libraries

Libraries

NUS Vision & Mission

5

NUS Vision NUS Strategy

Towards a Global Knowledge EnterpriseA leading global university centred in Asia, influencing the future

Key components of NUS' strategy: 1. Nurture, recruit and retain best

quality people2. Attract the best students,3. Provide a high quality

educational experience4. Focus on high impact research5. Inject a spirit of enterprise into

education and research, and develop impactful synergies in education

6. Nurture committed alumni7. Develop global profile and reach

as a leader among universities. 8. Adopt and adapt best practice

governance and management

NUS Mission

To transform the way people think and do things through education, research and service

Libraries

Libraries

Music

Chinese

NUS Libraries

6

C J Koh

Central

ScienceHon Sui Sen Memorial

Medical

Libraries

Libraries

NUSL Vision, Mission & Core Values

xxxxx


To be a premierknowledge hub that

promotes the University’s vision

Collection excellence

Serviceexcellence

Staffexcellence

Operational excellence

RespectRespect for

differences, fostering mutual trust &

teamwork

IntegrityHonesty &

professionalism in our conduct

CommitmentDedication and

ownership that creates value for the NUS

Libraries

ExcellenceEmphasis on attaining the highest standards

in service; shared pride in excellence

achieved by members of the libraries

Vision

Mission

Strategic Thrusts

Core Values

Libraries

Libraries

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

8

Libraries

Libraries

NUS Service Class Framework

Libraries

Libraries

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!

10

Libraries

Libraries

NUS Service Class – assessment criteria

11

Area to be addressed

Category Item No. of statements

Total points

Service leadership

Leadership Executive leadership 4

120 Organisational culture 4

Planning Strategy development & deployment 7 70

Service agility Information

Management of information 4 70

Comparison & benchmarking 2

Customer experience

People

Human resource planning 2

100

Employee engagement 2 Employee learning & development

2

Employee well being & satisfaction 2

Employee performance & recognition 2

Customers Customer requirements 6

190 Customer relationship 8 Customer satisfaction 4

Customer delight Results

Customer results 3 450

People results 2 Operational results 2 Financial & market results 2

17 items 58 1000

Libraries

Libraries

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

12

Libraries

Libraries

NUS Service Class - Award

13

Award level Value 1) Commitment to Service Excellence

Cash – S$10,000 (£5,000) One-off grant per staff member S$50 (£25)

2) Recognition for Service Excellence


3) Outstanding for Service Excellence


Libraries

Libraries

14

NUS Libraries’ Achievements in NUSSC

2007 – Recognition for Service Excellence

2010 – Outstanding for Service Excellence

Libraries

Deploying the NUSSC Framework at NUSL

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

15

Libraries

Libraries

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

16

Libraries

Libraries

Integrating Strategy with HR & Financial Planning

Project team & HoDs conduct departmental

SWOT & gather Information via:

Environment scanning, library visits, seminars and conferences; Information

management systems; Staff; Partners / Suppliers

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

Senior Leadership &

HoDs develop 3-year concept

plan

SL finalizes the NUSL & Dept goals and objectives &

communicate Strategic Plan to all

NUSL staff

HoDs deploy the action plans

according to the Strategic Plan

Implement and follow-upHoDs formulate annual goals, objectives and strategies based on the 3-year concept plan

Analyse training needs

Formulate Total Training Plan & Road

MapEvaluation from

annual staff performance

Libraries

Libraries

NUSL Strategy NUS Strategy

Promote services & resourcesImprove services

Develop timely & relevant resources

Enhance retrieval from collections

Nurture and retain high performance & innovative staff

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

Nurture, recruit & retain best quality people, the single most important determinant

of the quality of education and research

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

Strategy Alignment

Continual improvement of process & infrastructure

Libraries

Libraries

Six Strategic Objectives

• 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

19

xxxxx


To be a premierknowledge hub that

promotes the University’s vision

Staffexcellence

Collectionexcellence

Serviceexcellence

Operational excellence

RespectRespect for differences,

fostering mutual trust & teamwork

IntegrityHonesty &

professionalism in our conduct

CommitmentDedication and ownership that

creates value for the NUS Libraries

ExcellenceEmphasis on attaining the

highest standards in

service

Libraries

Libraries

Strategy Map

20

Learning & growth perspective

Internal perspective

User perspective

Stakeholderperspective Relevant

facilities

Collection excellenceInformation

anytime/anywhereExcellent services

Service & Collection Excellence

Staff Excellence

Staff, Collection & Operational Excellence

Vision & Mission

Promote Services & Resources


Develop timely &relevant collection

Enhance retrieval from collection

Continual improvement of

process & infrastructure

Improve Service

Libraries

Libraries

21

Thrust Track & Review

Strategic Objective

Dept Objective

Quarterly Review at LSM level

Staff action plans & measures

Staff Performance Review • Mid-year• Year-end

• Monitoring at Dept level

NUSL target for Users Satisfaction Survey:75% of users rate the performance of library good & above

Collection Excellence

Enhance retrieval from

collections

Provide effective retrieval by organising

information & enhancing

accessibility

Professional Objective Catalogue urgent titles within one working day

Measure: Access to portal, LINC and E-resources 99% of the time.90% of urgent & RBR books catalogued within 1 working day

Management Assistant Obj: Search for bibliographic record Verify and update bibliographic information

Operations Associate ObjectiveEnsure proper physical processingReserved items ready for pick-up

Implement 3 Encore

new features

Provide seamless access from databases to subscribed full-text

documents using WebBridge

Add 30 databases for multiple database

searching using ResearchPro

Cascading, Tracking & Review Process

Libraries

Libraries

Ordering Staff

Development

Student Assistant Scheme

Internship

Recruitment

Receiving

E-resourceManagement

E Content creation

DDS

InformationLiteracy

Visitors

Facilities Management

After Office Hour Services

Loans Services

Collection Development & Management

Indexing

Outreach

Publications

Reference Information ServicesPhysical

Processing

Membership

Cataloguing

NUS High School

Brenner Library

A*STARE resources

OtherInstitutions

Invoicing

Payment Processing

IT infrastructure maintenance

& development

People - Organisation Structure

Resource Teams

Project Teams

University Librarian Planning & Development Committee

Loans & Membership Services Committee (Sec, LMS Coordinator)

Information Services Committee(Sec, IS Coordinator)

Communication Task Force

Business Services

Unit

Library Human Resource Unit

Library Information

Technology Unit

LibraryAsset Management

Unit

Financial Services

Unit

Chinese Library

Central Library

CJ Koh Law Library

HSSMLibrary

Science Library

MedicalLibrary

Music Library

Associate UniversityLibrarian (Services)

Associate UniversityLibrarian (Resources)

Function Teams

Professional Librarians(part-timers =half) 68.5

Management Assistant/Specialist Associates 75

Operations Associates 55

Total (excluding 3 IT staff) 198.5

Libraries

HR Strategic PlanNUSL Strategic Thrust

Staff ExcellenceNurture & retain high performance & innovative staff

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

HR Plans & Programmes

Envi

ronm

ent

Scan

ning

(Bes

t Pra

ctice

s)

NU

S H

R G

uide

lines

& P

olic

ies

HR

Wor

kpla

nsH

R K

PIs

Inputs Outcome

Review & Evaluation

23

Libraries

Libraries

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)

Libraries

Libraries

Level TeamworkAchievements

through Innovation

Communication

Strategic Administrative Change Agents Meeting (ACAM)President’s meeting with Deans & ACAM membersBoard Meeting (Board of Undergraduate Studies)

NUS Service Class Award

Strategic Thrust Steering CommsSenior management meetingStaff communication & sharing sessions

Operational IQ TeamsResource TeamsProject CommitteesStaff Welfare Committee (SWC)

IQ Team Project: Awards

Departmental morning briefingDialogue sessionsStrategic plan sharing/cascading sessionsLibrary staff blog – Chatty box

Individual Buddy to new staffSWC events & activitiesVoting of Shining Star Awards

VOICE AwardNUS Quality Service AwardLean Six Sigma certification

Participate in Org Climate SurveyCoaching/appraisalBlogs/Wiki

Mechanisms for Staff Engagement & Commitment

Libraries

Libraries

Customer Relationship ModelCustomer Interaction

Continual Process Improvement

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

& Management

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

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

Customers• Students• Faculty• Ext. members

TouchpointsInformation desk, Service counters, Open stacks, Roving ambassadors,Email, Twitter, Blog, Library portal

Response

Action

Feedback

Customer

Libraries

Libraries

Information Intelligence Framework

Libraries

Libraries

Methods of Gathering Information from Users

NUS LibrariesOnline survey feedback form, Focus groups,

ILP & outreach evaluation forms, Specific purpose surveys, Performance of photocopy

vendors

NUS-wideNUS service departments

survey conducted by OQM

InternationalLibQUAL+

Informal conversations with users

Formal feedback channels from users

Libraries

Libraries

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

UGrad

• Availability of subject specialist assistance• Making electronic resources accessible from home

or office • Relevant print /and/or electronic journal

collections

Grad

• Availability of subject specialist assistance• Assistance in building their bio-data including citation

analysis

Fac/Res

Admin

• Information to help in decision making and assisting the academics

Libraries

Libraries

Use of Information to Compare with the Best : LibQUAL+ Survey

Aspect of Library Service

Ranking with 28 ARLs

Ranking with8 AULs NUSL Strategic Thrusts

Affect of Service 6th 2nd Service Excellence

Information Control 4th 2nd Collection Excellence

Library as a Place 22nd 6th Operational Excellence

Overall 8th 2nd Service, Collection & Operational Excellence

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

Libraries

Libraries

Use of Information in Strategic Planning

Added a 4th Thrust :

Operational Excellence (Feb

2009)

Finalised measures to the

7 objectives (May 2010)

Implemented a tracking system

(May 2010)

Incorporated budget &

manpower requirements

(Jun 2010)

ICUBES@NUSL

Refined 7 objectives to 6

(May 2011)

Improveme nt

Libraries

Libraries

Use of Information in Designing ILP with core undergraduate modules

LC1006 Legal Analysis, Writing & Research2008: 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)

Libraries

Libraries

Use of Information for Better Staff Rewards and Training Programmes

Gathering system Analysis & Use Outcome (Improvement)

Organisation Climate Survey

More reward

More empowerment

•Implementation of the Shining Star Award•Greater Empowerment to frontline staff•Internal Communication Guidelines•LSM Blog ---> Chatty Box

Staff Performance Appraisal Process

Identify training needs and areas for improvement

•Use for developing total training plan•Select appropriate training for staff•Competencies of staff is enhanced

Empower staff with knowledge to serve users more effectively

•Improvement to Internal Communication:•ICUBES@NUSL•Implementation of staff wiki•Sharing session of new services implemented such as online chat, twitter,

Libraries

Libraries

34

Use of Information to Support Library Expansion projects

Now : planning the Expansion of CJ Koh Law Library

HSSML : Before Renovation – roof garden

HSSML: After renovation – discussion

rooms and quiet area

Libraries

Libraries

Use of Information to Monitor Response Time to Feedback

• 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

1-3-5 Feedback Resolution Guideline

Data from ACCCSS

Libraries

Libraries

Use of Information to Support Staffing & Budget Proposals

36

Total Student/pro-fessional staff

Reference Queries/pro-fessional staff

Loans / Library staff

0

1000

2000

3000

4000

5000

6000

477

1,796

5,085

263711

1,521

NUSL ARL Median

Benchmark Criteria

Ratio

Higher is better

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

Benchmarking with ARLs

Libraries

Libraries

Use of Information to Design New Touchpoints & Services

Libraries

Libraries

Innovation from Staff Feedback

Mobile Compact Shelves Electronic

Electrical

Upfront savings$1,035,328(£517,660)

Libraries

Libraries

Innovation from Staff Feedback

Server Virtualization ProjectBefore After

IBM DS4200

IBM x3650

IBM x3250

Tape Autoloader

Upfront savings$71,954

(£36,000)

Libraries

Libraries

Operations: We Excel to Improve

Productivity

Costs

KPIs

VOICE

IQ Teams

Innovation Effective Useof Resources

Libraries

Libraries

Adopting Lean Six Sigma for continual improvement

Libraries

Libraries

Applying Lean for continual improvement

42

Invoice Batching & SAP Posting Interface

New Book Arrivals Alert Service

Journal E-checkin System

Special Recognition

Libraries

Libraries

43

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

Libraries

Libraries

Publicising our Service Standards

Libraries

Libraries

Service Standards: 7 Promises

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

Key Indicators 2008 2009 2010

Keep to the library opening hours published on the portal

100% 100% 100%

Provide access to the library portal and LINC 99% of the time

99.94% 99.97% 99.7%

Respond to feedback and queries sent to service email accounts within 1 working day

CL:98.90%MU:100%

CL:98.90%MU:100%HL:97%

LW:100%MD/SC: 99%

CL: 100%MU: 100%HL: 99%

LW: 100%MD/SC: 99%

Answer service telephone lines within 3 rings

N.A. 96% 100%

Attend to 95% of in-person queries within 3 minutes

99.67% 99.62% 100%

Make available all books returned at the loans desk within half an hour

CL:100%MD/SC:100%

CL:100%MD/SC:100%

100%

Provide access to subscribed e-resources 99% of the time

99.99% 100% 99.99%

Libraries

Libraries

Major AchievementsTimeline Achievements

2007 winner of NUSSC Recognition for Service Excellence

million unique virtual visitor

2008 library in the world to be viewed online in 3-D using Google Earth technology

2 awards for NIQC 2008

2009 Ranked 8th and 2nd among 28 ARL member libraries and 8 top Asian university libraries respectively for LibQUAL+ survey 1 , 1 & 1 Special Recognition Awards for NIQC 2009

1 Service Achiever & 4 Service Advocates for NUS Quality Service Award 2009

VOICE Outstanding Suggestion of the Year (for Oct 2008 to Sep 2009)

2010 April ScholarBank@NUS launched

May Patent granted for Book Bin by The Registrar of Patents Singapore

July Journal E-checkin project selected for ICQCC 2010 in Hyderabad, 12-15 Oct 2010

July & 2 consolations prizes for the “Great Customer Service Story” Contest

Nov NUSSC Outstanding for Service Excellence

2011 July Launch of revamped library portal

1st

1st

1st

Gold

Silver

Silver

Second

Libraries

Libraries

Achievements - NUS Perception SurveysYear

Survey 2004 2006 2008 2010

Faculty Perception Survey• Position• % Good/Very Good Ratings• % of Improvement

74%-

84%13%

82%-2%

1st84%2.43

Student Perception Survey• Position• % Strongly Agree/Agree• % of Improvement

73%-

79%8%

83%5%

1st82%

-1.2%

Service Attributes Ratings - Overall Customer Service Experience• Position• % Good/Very Good

N.A. N.A.88%

1st 1st 1st

1st 1st 1st

1st 1st89%

Libraries

Libraries

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

48

Libraries

Libraries

Future plans

49

• Map core processes with strategic objectives• Develop ICUBES@NUSL - Integrated Information &

Intelligence System for better management of information– Enterprise Architecture– Push & pull information– Dashboard

oOrganizationaloDepartmentalo Individual

Libraries

Libraries

Mapping core processesStrategic Thrust Collection

15%Service

30%Staff35%

Operation 20%

Process Importance (Rank)

Strategic Objectives Develop timely and relevant resources

Enhance retrieval from collections

Promote services and resources

Improve services


Continual improvement of process and infrastructure

10% 5% 20% 10% 35% 20%

S/N Core Processes

1 Membership

2 Acquisition (Subscription) 9 9 5

3 Acquisition(One time purchase) 9 9 5

4 Reference/Information 9 9 9 1

5 Loan 9 4

6 User (Feedback) 9 9 9 9 3

7 Information Literacy Programmme 9 9 2

8 Outreach 9 4

Processes Supporting Strategic Objectives 3 4 3 1 2 2

Libraries

Libraries

51

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

Libraries To deliver just-in-time information with passion and a smile Deploying the NUS Service...

Documents

Transcript of Libraries To deliver just-in-time information with passion and a smile Deploying the NUS Service...