Deploying the NUS Service Class framework at the NUS Libraries to scale the peaks of service excellence
| DOI | https://doi.org/10.1108/01435121211266221 |
| Pages | 343-356 |
| Published date | 20 July 2012 |
| Date | 20 July 2012 |
| Author | Cheng Ean Lee,Sok Cheng Kan,Yan Chuin Foo |
| Subject Matter | Library & information science |
Deploying the NUS Service Class
framework at the NUS Libraries
to scale the peaks of service
excellence
Cheng Ean Lee, Sok Cheng Kan and Yan Chuin Foo
NUS Libraries, National University of Singapore, Singapore
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.
Keywords Service excellence,NUSSC, Business excellence,Academic libraries, Singapore
Paper type Case study
The current issue and full text archive of this journal is available at
www.emeraldinsight.com/0143-5124.htm
This paper was originally presented at the 9th Northumbria International Conference on
Performance in Libraries and Information Services.
Deploying the
NUSSC
framework
343
Received 4 May 2012
Accepted 15 June 2012
Library Management
Vol. 33 No. 6/7, 2012
pp. 343-356
qEmerald Group Publishing Limited
0143-5124
DOI 10.1108/01435121211266221
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