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

Abstract

Purpose

This paper seeks to describe how the National University of Singapore (NUS) Libraries deploys the NUS Service Class (NUSSC) framework to continually improve processes and to design adaptive services for library users at the NUS. The NUSSC framework assesses approach, deployment, review and refinement of interlinking categories with the objective of producing impactful results.

Design/methodology/approach

NUS Libraries has been scaling the peaks of service excellence to delight their library users for several years. In 2007, NUS Libraries adopted the NUSSC framework, which is modelled after the Singapore Service Class (S‐Class), a certification for the business excellence niche standard for service based on the Business Excellence framework. The NUSSC framework which was introduced by the Office of Quality Management (OQM) at NUS allows the use of self‐assessment on how processes and services are approached, deployed and reviewed through cycles of improvement. In addition to self‐assessment, external assessors engaged by the OQM review the application report, conduct site visits and interviews in search of evidence of service excellence.

Findings

From the results achieved, the importance of having a strong visionary leadership, innovative staff, holistic and systematic planning, a robust information management system as well as good customer relationship can be understood. Understanding users' requirements enabled the provision of new touch points and the development of services and resources which are targeted and highly relevant to staff and students. User trust was built by targeting programmes at specific groups for greater impact. By segmenting users, NUS Libraries was able to customize programmes that suit their information needs. From the journey towards the pinnacle of excellence and success, NUS Libraries learned that cascading the strategic plans and aligning library staff members' objectives with their teams, departments, special libraries and NUS Libraries, will ensure continual improvement to processes and services.

Originality/value

It is important that all aspects of services and processes are examined regularly to address gaps. Gathering, analysing and applying the right information at every cycle of improvement is extremely critical. NUS Libraries are exploring the development of an information intelligence system that will capture information from various sources. With a robust information management system, NUS Libraries will also be able to push and pull information to empower staff to deliver information just in time. Although NUS Libraries was awarded Recognition for Service Excellence in 2007 and the highest award, Outstanding for Service Excellence in 2010, it will continue to scale new heights for service excellence.

Citation

Ean Lee, C., Cheng Kan, S. and Chuin Foo, Y. (2012), "Deploying the NUS Service Class framework at the NUS Libraries to scale the peaks of service excellence", Library Management, Vol. 33 No. 6/7, pp. 343-356. https://doi.org/10.1108/01435121211266221