-> Why did Singapore decide to change its libraries? How significant was the change, and how would you characterize it from a strategic perspective? What is the equivalent to this change for a typical for-profit company?

-> 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?