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National Library Board IT Case Study

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Apply the Information Systems Strategy Triangle on the National Library Board (NLB)'s IT-enabled business transformation process and:

(a) Propose the business strategy and value proposition of NLB and support your answers with examples.

(b) Describe the organizational strategy of NLB to fulfil its new business strategy and value proposition.

(c) Appraise the information system strategy of NLB to support its organizational strategy and new business strategy.

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The information systems triangle strategy describes the relationship among business strategy, organizational strategy, and information strategy. The business strategy of NLB is to develop an adaptive public library system that would bring library and information services closer to the community. The next business strategy is to build a coordinated national collection strategy to ensure that maximum coverage of each subject with minimum duplication. Further, it is the business strategy to create a network of borderless libraries to allow access to information and resources from any location and at any time. The strategy is to improve value of information through repackaging and adding value to information. Next, the strategy of NLB is to introduce a variety of new services which will satisfy the needs of the customers. Finally NLB will develop linkages with businesses and other groups in the society. For example, the NLB introduced new services such as creating a teen's library. Consider another example; book drop was introduced so that users return their books through a designated spot at the library without having to queue at a counter. Several book drops were developed that enabled the return of books without having to queue at a counter.

There are several ways in which NLB provided value to its users. Value was provided through digital presence through NLB website in 1995. The value proposition was that customers could access services such as CD-ROM and video-on-demand through Singapore ONE broadband services. The value was that the library was brought to the customer. The service provided value to its customers because it allowed them to create a personalized page that reflected the user's version of the digital library. The NLB also provided knowledge and information targeted at specific segments. For example, it provided information that was required for small and medium sized businesses. Its value proposition was it provided information that was required by the people of Singapore. An example of such a project was the Singapore Memory Project. This was a national project that provided memories in the form of ...

Solution Summary

The solution to this problem explains Information Systems Strategy Triangle on the National Library Board. The references related to the answer are also included.

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School of Business Case Study

The School of Business, one unit in a public university enrolling over 40,000 students, has approximately 2,100 students in its bachelors, masters, and doctorate programs emphasizing such areas of business as accounting, finance, information and operations management, marketing, management, and others. Because the School of Business must serve a diverse student population on limited resources, it feels it is important to accurately measure students satisfaction with the schools programs and services.
Accurate measurement of student satisfaction will enable the school to target improvement efforts to those areas of greatest concern to students, whether that be by major, support services, or some other aspect of their educational experience. The school feels that improving its service to its customers (students) will result in more satisfied alumni, better community relations, additional applicants, and increased corporate involvement. Because graduate and undergraduate students are believed to have different expectations and needs, the school plans to investigate the satisfaction of these two groups separately.
In a previous survey of graduating seniors using open-ended questions, three primary areas of concern were identified: the faculty, classes/curriculum, and resources. Resources consisted of five specific areas: Undergraduate Advising Services, the Learning Center, Computer Facilities, the Library, and the Career Services Office. The research team for this project developed five-point Likert scale questions to measure students satisfaction in each of these areas. In addition, demographic questions were included to determine whether satisfaction with the school was a function of a students grade point average, major, job status upon graduation, or gender. Previous surveys used by the School of Business and other published satisfaction scales provided examples of questions and question formats. Exhibit 1 shows the questionnaire that was used.
Although the survey contained primarily Likert scale questions, a few open-ended questions were also asked. Specifically, respondents were asked to list the Business Schools strengths and weaknesses as well as their reasons for not using the various resource areas. The responses obtained to the question seeking the schools strengths and weaknesses were classified into four major subgroups: classes, reputation, resources, and professors. A sample of the actual verbatims are provided in Exhibit 2.


1.Considering customer satisfaction as it applies to a university setting, what are some other areas in addition to those identified for the project that may contribute to students satisfaction/dissatisfaction with their education experience?

2. Does the current questionnaire provide information on students overall satisfaction with their undergraduate degree program? Explain. What revisions are necessary to this questionnaire to obtain an overall satisfaction rating?

3. Can the School of Business use the results of this study to target the most important areas for improvement? Explain. Identify changes to the questionnaire that would allow the school to target areas based on importance.

4. What are the advantages and disadvantages of using open-ended questions to identify the school's strengths and weaknesses? Taking the responses in Exhibit 2, what system would you use for coding these responses?

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