Utilisation of lean principles to enhance processes and workflows of electronic resources at an Academic Library in South Africa

Abstract

Academic libraries, once hailed as the “heart of academia”, are currently competing with their institution’s academic departments and support services for resources and recognition. To stay current and relevant in serving their user community needs in an ever-evolving technological landscape, academic libraries must adopt innovative ways to improve their services for their users. In tandem with technological advances and providing electronic resources that are speedily accessible, academic libraries need to constantly find new ways in serving their users’ information needs. This dissertation focused on the staff, resources, processes and workflows at Nelson Mandela University Library and Information Services (NMULIS), as well as lean principles as a business improvement initiative. The primary purpose was to explore how lean principles could enhance the processes and workflows of e-resources to ensure seamless access. The research was conducted as an exploratory qualitative case study within the interpretive paradigm. The target sample consisted of 12 participants selected through purposive sampling; only those librarians responsible for creating and managing access to e-resources at NMULIS were eligible as participants. Empirical primary data were generated by means of four-phase semi-structured interviews and non-participative observation which were triangulated. The finding of the triangulation process highlighted five themes that emerged through reflexive thematic data analysis. The key findings of this research study confirmed that implementing lean principles to the processes and workflows of e-resources will without a doubt enhance the accessibility to e-resources at NMULIS. Recommendations based on the findings were knowledgeable and skilled staff, effective and efficient systems and tools, as well as processes and workflows that are current and documented were requirements for a successful lean principles implementation streamlining the functions within and across departments. However, pivotal aspects beyond the delimitation of the study that emerged as the qualitative enquiry evolved were aspects of a lean culture that hinges on strong leadership and buy-in from both staff and management. In conclusion, this study confirms that the library services under the auspices of Nelson Mandela University have the ability to balance its core traditional services in an online vi environment in response to new trends, future needs and in alignment with the institutional Vision 2030 Strategic Framework.