To improve operations and customer service, the Singapore National Library Board (NLB), winner of the 2011 Singapore Quality Association Business Excellence Award, categorised partners as either Tactical or Network partners. A portal was created to provide relevant information and communicate plans to partners. Guidelines and training were provided to supplier partners to enable them provide better services to NLB. Performance data was sent to inform them of their performance, and performance wa...

BPIR Categories

6.2.2 Work with suppliers/outsourced contractors
13.1 Develop and manage supplier/customer partnerships

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