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Quality Assurance at CPUT Libraries: Standards & Measures

External standards

Standards which apply directly or indirectly to libraries and library services.

ISO 9000 is a standard for management and covers the following areas:

§  Documentation (Website)

§  Management involvement (Committee structure and representatives)

§  Customer focus (Marketing)

§  Resource optimization (Print, e-resources, staff, space)

§  HR management (PMC, PoE)

§  Customer related process approach (Strategy)

§  Innovative design & development planning (stats db)

§  Measurement (stats db; e-resource usage; counters on library webpages, catalogues, etc.)

§  Customer satisfaction (Surveys)

ISO 2789 provides guidance to the library and information services community on the collection and reporting of statistics