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, ext...