To track performance the Singapore National Library Board (NLB), winner of the 2004 Singapore Quality Award, used performance measures and Key Performance Indicators (KPIs) to manage performance. KPI definitions, purposes, collection methods and reporting frequencies were documented on KPI templates. The KPI templates were compiled into a KPI dictionary and made available to staff via…

BPIR Categories

14.1.1 Design & deploy performance measurement system
9.5.1 Develop performance management approach
14.1.3 Set performance targets.

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