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| NLB is an
SQA winner! |
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| NLB’s SQA
journey is a story of successful
teamwork. |
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The National Library
Board (NLB) is one of the three winners of the Singapore
Quality Award (SQA) 2004. The award is testament to NLB’s
world-class standards, and marks a major milestone in
its journey to business excellence.
Commenting on the win, NLB’s Chief Executive Dr
N. Varaprasad attributed the organisation’s success
to its belief and investment in
three P’s:
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Purpose —
through a shared mission and vision |
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Process —
by re-engineering and exploiting IT to increase
productivity |
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People — who manage and
drive the transformation of public libraries in
Singapore |
The transformation of the public library system began
after NLB was formed in September 1995 with the vision
to make learning an enjoyable activity by delivering useful,
convenient and accessible library services and facilities
to Singaporeans.
In line with this vision, libraries have evolved into
lifestyle destinations, complete with a wide range of
multimedia resources to enrich the learning experience.
Visitorship has jumped fivefold since 1994, while the
loan rate has more than trebled. Yet, queues have virtually
disappeared and libraries feel more spacious.
NLB’s success is largely due to the commitment and
dedication of
its staff.
Said Dr Prasad: “This has been possible because
of the willingness of NLB staff to be flexible and adaptable
to change, taking in their stride the business process
re-engineering of many traditional library processes.
“The process towards SQA has been fruitful and rewarding.
While it has been challenging, it has brought out the
team spirit and best in us. It has also reinforced what
we already value: a mindset of continuous learning, improvement
and innovation.”
His sentiments were shared by some of the staff who were
closely involved in NLB’s SQA journey.
Ms Janice Lua, the SQA project manager, felt that the
experience of helping to rally a more than 800-strong
force around a common objective was an enriching and memorable
one, in spite of the challenges.
She said: “At the end of it, I really felt we lived
up to one of our core values of ‘Working Together’.
”
Mr Ivan Koh, the SQA coordinator for NLB’s Library
Support Services Division, wholeheartedly agreed with
her. He had played a key role in ensuring that all communication
related to SQA was relayed to the staff in his division.
“I had to work with staff from different levels.
I guess I became their constant companion and worst nightmare,
appearing at their breakfasts, lunches and tea breaks,
even waiting with them for their bus ride home. Because
of SQA, they would call me AQS, meaning ‘Always
Questioning Someone’,” he quipped. “But
being part of the SQA team allowed me to see how helpful
everyone is, and how we could all work as a team with
a coordinated effort.”
While achieving the SQA has been a major achievement for
NLB, this does not mark the end of its efforts to continually
improve and enhance its services.
Said Dr Prasad: “Our journey does not end here.
This will spur us on to reach for even higher standards
of business excellence.
“With a committed NLB team and the support of our
customers, we will deliver an even greater knowledge dividend
to Singapore.” |
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Next: SINGOV’s new look |
