Reflection as a means of improvement: a higher education perspective

Abstract

Institutions of higher learning in South Africa are being plagued with changes on a regular basis. Notwithstanding internal changes, institutions are faced issues of public funding, changing student demographics and profiles and student unemployment. The calibre of students produced in the education system and the agenda for higher education is questionable. Public trust in higher education is decreasing as more graduates are unemployed. In view of these challenges, universities are required to adapt and be open to change in order to meet the demands of stakeholders that “govern” them. In order to reduce the impact of these changes, service quality is considered as a means of improving teaching and learning in the university. Attention to "service quality" can help an organisation to differentiate itself from other organisations and through it gain a lasting competitive advantage. Thus, the support departments at the university were tasked on reevaluating their processes in terms of value-add through reflection. The aim of this paper is to demonstrate that best reflective methodology as a means of continuous improvement in education is imperative in order to enhance the student experience and this is achieved through a case study analysis.