vaal university of technology (formerly vaal triangle technikon ) ms a.j. gozo senior director:...
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Vaal University of Technology
(formerly Vaal Triangle Technikon)
Ms A.J. GOZOSenior Director: Library and Information Services
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Reflections of a Pilot Quality Audit at the Vaal University of
Technology Library: Implications for Higher Education Libraries in
South Africa
TITLE OF PRESENTION
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INTRODUCTION
• Background of HEQC Audits• Preparation for the Pilot Audit• The Library Audit • Lessons learnt
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INTRODUCTION
• Implications for SA higher education libraries
• Role of CHELSA• Lessons from other higher
education library bodies• Conclusion
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BACKGROUND OF HEQC AUDITS
• Evaluation of internal quality management systems– Reviewing self-evaluation reports – Site visits
• Main focus is on the core functions of HE institutions– Support Services looked at in less
detail
• Focus on Improvement not judgment oriented
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PREPARATION FOR THE PILOT AUDIT
• VUT Quality Assurance System based on Total Quality Management (TQM) philosophy – Emphasis on customer satisfaction– Management of processes to enhance
quality– Continuous improvement
– The key components of the system • Self evaluation (cycle 1)• External monitoring (cycle 2)
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DEFINITIONS
• TQM is “a comprehensive and integrated way of managing any organisation in order to meet the needs of the customers consistently and achieve continuous improvement in every aspect of the organisation’s activities” ( Jeffries 1996)
• QUALITY ASSURANCE- refers to the processes of ensuring that specified standards or requirements have been achieved
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SELF-EVALUATION(CYCLE 1)
• Library Committee set up for this purpose
• Self-evaluation conducted according to a set of “minimum standards” formulated in question form
• Planning documents• Surveys
– Satisfaction surveys– INNOPAC online survey– Ongoing customer satisfaction survey– Focus Group interviews
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QA QUESTION FORMATION GRID
Section 1
Alignment of V/M
to institution’s
Section 2
Clear strategic goals and
performance indicators
Section 3
Resources and
infrastructure
Library & Information Services
Section 4
Policies and
procedures
Section 5
Self-evaluation guidelines
Section 6
Effectiveness and efficiency of key processes
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Section 3
3. Does the library have adequate resources and funding in terms of:
3.1 Available budgets3.2 Information systems and technology3.3 Suitably qualified and experienced staff3.4 Office space, workstations and facilities3.5 Staff development
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RATING SCALE
• Ranges from quality level 1 -no formal approach to level 5 best-in-class performance
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SATISFACTION SURVEY
• “Up-to-datedness” of books• Availability of recommended course
material• Helpfulness of library staff• Opening hours
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SATISFACTION SURVEY
INFORMATION SERVICES- LIBRARY
0
1
2
3
4
5
6
7
41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 Avg
QUESTIONS
VA
LU
E
SATISFACTIONIMPORTANCE
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AUDIT PORTFOLIO
Report submitted to TQM office included:
• Documentation to provide evidence of how quality is managed
• Results from all the surveys • Focus Group Interviews• Results from self-evaluation • Remedial action plan
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THE LIBRARY AUDIT
• Tour of the library• Meeting with the library
management team• Meeting between the library
Quality Committee and the whole audit panel– Discussions were based on our
submissions and what the Audit team had gathered from their meetings with various stakeholders
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LESSONS LEARNT
• Need to improve our quality management system in the Library
• Need to take a holistic approach in adopting TQM principles and practices
• TQM implementation model (Barnard)
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TQM IMPLEMENTATION MODEL
EXPLORATON
LEADERSHIP PLANNING
ORGANIZATIONAL ASSESSMENT
UNDERSTANDINGCUSTOMERS
VISION AND GUIDING PRINCIPLES
IDENTIFY PRODUCTSSERVICES AND CUSTOMERS
DECISION
PHASE ONE:FIRST STEPS (EXPLORE)
PHASE TWO:ORGANIZINGFOR QUALITY(PREPARE)
1
2
3
4
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TQM MODEL CTD
ASSESS CUSTOMERNEEDS
IDENTIFY CRITICAL PROCESSES
PILOT PROJECTS
SKILL DEVELOPMENT
STRATEGIC PLAN
DIVISIONAL PLANNING
PHASE THREE:NEXT STEPS(START UP)
PHASE FOUR:EXPANSION &EVALUATION
5 6
7
8
9
10
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IMPLICATIONS FOR SA HIGHER EDUCATION LIBRARIES
• Generating data/information nationally for benchmarking
• Common general satisfaction survey• Capacity development for staff to
meaningfully contribute to quality in libraries
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ROLE OF CHELSA
•Working with HEQC for further input regarding quality management in libraries
•Peer evaluation•Capacity development•Best Practice Guidelines
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LESSONS FROM OTHER HE LIBRARY BODIES
• Standing Conference of University Libraries (SCONUL)
• Council of Australian University Librarians (CAUL)– Both facilitate implementation of best
practice initiatives
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CONCLUSION
• Mind shift from traditional management approach“ if it ain’t broke, don’t fix it “to a TQM approach, “ Continue to improve it even if ain’t broke.” Jurow & Barnard
• Emphasis is on continuous improvement (CI)
• Benchmarking necessary to enable CI• Challenge of gathering information for
benchmarking
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CONCLUSION
• Working with HEQC through CHELSA will make a significant contribution to the position of libraries in higher education and development of QA procedures
• Importance of Capacity development on all levels
• CHELSA has a challenge of facilitating implementation of best practice initiatives in South African academic libraries