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National Library Board’s Business Excellence

The SPRING Singapore’s Business Excellence framework

The SPRING Singapore’s Business Excellence framework is a detailed structure that outlines and provides businesses with a set of management standards. This structure was developed by SPRING Singapore, an agency under the Ministry of Trade and Industry responsible for supporting the growth and development of businesses in Singapore. The framework outlines the relationships between drivers of performance and the results achieved. This enables enterprises to identify challenges in their operations and take the necessary measures to elevate performance (SPRING Singapore, 2010).

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The Business Excellence Framework covers seven critical factors for business excellence. These factors encompass all the processes towards achieving business excellence. It is also on these seven factors, that businesses get certification for achieving creditable performance levels based on various standards. Certification is awarded both at an all-inclusive business level or a specialty level (SIM University, 2015).

The business excellence framework has also benefited businesses and companies that have adopted it through the identification of points of strength, guidance on the implementation of systems of performance, and provision of benchmarking tools and instruments. The Singapore Technologies Engineering Limited is an example of an institution that used the Business Excellence Framework and is now renowned for its excellent products and systems (SPRING Singapore, 2014).

NLB’s Business Excellence

About the driver element, NLB has streamlined its organizational results and performance with the required outcomes of the Ministry of Information, Communications, and the Arts (MICA). NLB has also revised its mission, vision, and values over the years. This revision was approved in 2005 by the NLB Board and MICA (National Library Board, 2011). The senior management has also been constantly communicating and reinforcing the institutional purpose and goals to the employees and beneficiaries through various channels. The management evaluates and improves the efficacy of their leadership through regular feedback mechanisms. These mechanisms include feedback exercises, reviews, and performance tracking through performance indicators (National Library Board, 2011).

The systems element has also been part of NLB’s point of focus. Enhanced management systems have been put in place by NLB to guide activities relating to the generation of views, assembly, assessing, applying them, and reviewing their efficacy (National Library Board, 2011, p.48). NLB also has implemented a risk management structure that handles tactical and active risks (National Library Board, 2011). The framework helps in decision making by enabling NLB to understand where changes can be made and the risks such changes may bring.

By adopting a customer-focused approach, NLB recognizes the importance of results as a key element in business. This is achieved through three key commitments that include conveying tactical service intent, handling problems, and queries raised and providing a delicate touch to their service delivery (National Library Board, 2011). NLB also carries out customer needs assessments first before designing any new or modified service or product.

This is achieved through different strategies that outline current customer needs and forecast future needs (National Library Board, 2011, p.57). As part of improving results, NLB has also maximized customer satisfaction. Regular research surveys are carried out to identify the number of customer issues addressed. These surveys try to identify service gaps for future interventions. The results of the surveys are shared with the administrators of the libraries who initiate and oversee the implementation of improvements proposed (National Library Board, 2011).

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SIM University (2015). Business Excellence Study Guide, Singapore: SIM University.

SPRING Singapore (2014). Business Excellence Framework. SPRING Singapore, Singapore: SPRING Singapore.

SPRING Singapore (2010). General Guide to Business Excellence Standards and Self-Assessment, Singapore: SPRING Singapore.

National Library Board (2011). National Library Board Summary Report. National Library Building, Singapore: National Library Board.

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