The desired culture at the Singapore National Library Board (NLB), winner of the 2011 Singapore Quality Association Business Excellence Award, was constantly impressed on staff through regular training and programmes, and internalised through reviews and behaviour of role models. The culture was promoted by five programmes: 1. Culture of Customer Service - supported by a customer service training framework and training programmes, customer focussed services, systems and processes, and employee a...

BPIR Categories

13.7 Develop community relations
8.1.1 Leaders develop/manage org culture,vision&values

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