case

· Who was the Singapore library system’s “customer”? What was the “product”?

· How did the type of service delivered and the service levels change?

· What important elements of the library system didn’t change? Why? Was this a failure in change management or was it intentional?

· What were the key components of the change effort? Why were they important? Do they relate to one another?

· Was the order in which things happened important? Why or why not?

· Reengineering often fails. Did this reengineering succeed? If so/if not, why?