Quality assurance

​Quality assurance permeates all our activities at the Library and Information Service of Stellenbosch University. To drive our quality assurance initiatives, the Library has a Quality Assurance Committee (QAC).​

Purpose of the QAC

The purpose of the QAC is to develop and implement appropriate procedures for assuring, monitoring, maintaining and improving standards of library services and facilities, in alignment with the Library and Information Service's strategic directions and Stellenbosch University's quality office.

Goals and Objectives

Quality Assurance Tools​

Self-evaluation and peer review​​
The Library and Information Service underwent a self-evaluation and peer review in 2022, the fourth which the Library has undergone. Previous reviews were undertaken in 2013, 2008 and 2005.

In 2022, 18 recommendations were made by the peer reviewers and these were developed by the Library into an action plan spanning two years.

The Library is working on the actions to which it committed and prepares follow-up reports on progress regarding the recommendations. The reports are submitted to the University's Quality Committee.

​User Feedback
The Library values receiving feedback from users regarding their experience of library services. Please let us know what has worked well for you and where we need to improve. Give your feedback here.

LibQUAL
The Library has used LibQUAL, an internationally accredited online survey tool to determine clients' satisfaction with library services. LibQUAL also enables benchmarking with libraries worldwide. LibQUAL surveys were conducted in 2021, 2016, 2012, 2008 and 2005.

Other surveys and focus groups
The Library also conducts other surveys. We determined the needs, experiences and challenges of users in using our online services and resources in 2020, during the Covid period. Focus groups too are conducted. In 2019, the Library investigated attitudes and perceptions regarding our research support services with researchers and postgraduates. A survey will be conducted in 2024 on the space use and diversity of users using the Library.

UX Methods
The Library has identified various UX (user experience) research methods that can be used to better understand our users. An example is cognitive mapping. These complement the findings of surveys.

Quality Assurance Framework
The Library's Quality Assurance Framework, depicted below, is called PIRII. PIRII stands for Plan, Implement, Review, Improve and Impact.  The framework is based on a principle of an overarching cycle of continuous improvement and impact. A second important principle is valuing the involvement of our users as stakeholders in quality improvement.

The PIRII Framework can be used by individuals, teams, committees, divisions, branches and as one Library. PIRII can thus be applied at an individual, operational and strategic level. A culture of continuous improvement and impact, 'ingrained' in everyday practice, is an outcome. 

PIRII improves on the previous framework (PIRI) that the Library used for some years. The addition of the final Impact step explicitly addresses monitoring and impact of processes.