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London Pblic

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Case Facts 1. London public Library: * Deliver service from 16 physical locations * In 2005, >3 m visits, >3.3m materials were circulated * Main service: reference, reader’s advisory and referral, collections and lending, technology services, programming and community outreach

2. History: * Significant physical infrastructure expansion and revitalization, 10 other branches were renovated or rebuilt;new technology was introduced * New fundraising strategy from donors, individuals, corporations … * Other areas of business maybe neglected 3. Strategic challenges: 1) Competition: with other organization for public attention * Measure the use of its impact to maintain relevant to London residents 2) Financial pressure: * Public sector-> limits on fee-for-service-> deliver the best service levels within the means available-> service quality v.s. cost 3) HR: * employees * Unionized and average staff tenure was long * Passionate, but were often to the limits as the squar footage of the system had expanded but staffing resources had not increased in sync * New technology challenged the traditional ways the employees approached customer service and work process 4. Strategic Plan * Forward and build on the current infrastructure improvement * Task: how to make money while keeping the non-profit model created ongoing challengesgic initiatives and guide restructuring * To measure, drive strat 5. Develop the balanced score card: * Require intensive input from stakeholders * Driven by a team of senior stuff, other stuff felt their ideas were not consistently usedt 6. Pond Mills library branch illustration * Figure shows drop in attendance and circulation, higher than normal rate of staff rotation in the branch
Assignment:
1) What does the lack of a

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