Service Excellence Strategic Initiative
The Oak Park Public Library exists to meet the needs of the community. We are focused on the customer experience and anticipate user needs. We provide consistent, convenient, friendly, knowledgeable services. We recognize that an important part of our job is to communicate effectively so that the community is aware and can take full advantage of library services, resources and programs. We actively seek out best practices and adapt them to the needs of Oak Park, and other libraries look to us for best practices and innovation as well. We are a leader among libraries.
1. Goal: Offer customer-focused service throughout the organization.
1.1 Objective: Evaluate workflow, staffing levels and budget allocation to maximize customer satisfaction with resources and services.
1.2 Objective: Evaluate self-service options for optimal performance.
1.3 Objective: Provide understandable, attractive, visible signage.
1.4 Objective: Share a clear definition of service excellence.
1.5 Objective: Evaluate customer service.
2. Goal: Strive to be a leader in service excellence among libraries in Illinois and nationwide.
2.1 Objective: Incorporate continuous improvement and ongoing evaluation into all library operations and services.
2.2 Objective: Gather, evaluate and implement best practice from other libraries.
2.3 Objective: Create innovative services and programs and share with other libraries and our community.