PSAS LEADS THE TRANSFORMATION OF A WORLD-CLASS ACADEMIC LIBRARY SERVICE THROUGH THE ADAPTATION OF INTERNATIONAL STANDARD ISO 11620:2023

By: Norfaezah Khomsan and Nur Azleen Hasan

Serdang, April 2025 — Sultan Abdul Samad Library (PSAS), Universiti Putra Malaysia (UPM), continues to make significant strides toward realizing its vision of becoming a world-class academic library through the establishment of the International Standards Team 2024/2025. This team was formed in June 2024 with a specific mandate to adapt the international standard ISO 11620:2023 – Information and Documentation: Library Performance Indicators into the services and operations of PSAS comprehensively. This initiative is part of the implementation of a key strategy under Core 1 of UPM's Strategic Direction Framework, namely "Services Beyond Expectations", which emphasizes the continuous improvement of the institution’s service quality.

This standard provides a systematic framework that allows libraries to assess the effectiveness, efficiency, and impact of the services offered through the use of structured and organized performance indicators. According to the Chief Librarian, Mahbob Yusof, his main aspiration is to enhance the quality of PSAS services by using this international standard as a benchmark for other academic libraries to emulate. Meanwhile, the Chair of the International Standards Team, Nur Azleen Hasan, explained that the process of fully adapting this standard within PSAS services is a complex and phase effort. This process demands high commitment and close cooperation from all PSAS staff to ensure its effectiveness.

The team, consisting of librarians from various departments at PSAS, has pooled their efforts and resources through several consultation and training sessions. Various initiatives have also been implemented, including:

Training and Workshops:

• 5 December 2023: PSAS High-Performance Organization Workshop 
• 13–15 May 2024: PSAS High-Performance Organization Workshop 2.0

Briefings and Stakeholder Engagement:

• 26 April 2024: BS ISO Standards Adaptation Briefing
• 29 August 2024: Special Focus Group on Quality & Risk Management in Public Universities
  
  

Evaluation Phase:

• 25 September – 11 October 2024: BS ISO Standard Adaptation Exercise 

Through this adaptation, PSAS focuses on indicators such as user visitation, interlibrary loans, user satisfaction, digitization of materials, and research support by library staff. PSAS's experience clearly demonstrates the true value of using international benchmarks to enhance the performance of academic library services. Performance indicators are critical in fulfilling accreditation requirements and raising the institution’s profile (Taib , 2001).

The standard is also flexible and adaptable for use by other university libraries in Malaysia that wish to enhance the impact of their services. By integrating ISO 11620:2023 into library operations, PSAS demonstrates that academic libraries are not only information providers, but also one of the key drivers of institutional transformation. This approach not only improves operational efficiency and effectiveness but also reinforces PSAS’ image as an innovative and responsive library.

PSAS will continue to adapt international standards towards a World-Class Academic Library with ISO 16439 Information and documentation — Methods and procedures for assessing the impact of libraries as a proactive step to assess the impact of services, programs, and initiatives implemented.

📌 For more information: https://lib.upm.edu.my/mengenai/pasukan_piawaian_antarabangsa-15703

References:

Perpustakaan Sultan Abdul Samad. (2024). Kerangka perpustakaan akademik bertaraf dunia [Poster]. Universiti Putra Malaysia.

Taib, R. (2001). Performance indicators for academic libraries in Malaysia. In PPM/PSZ Conference on Knowledge Management in the Digital World, Johor Bahru.

Adoption ISO 11620:2023@PSAS

World-Class Academic Library Framework

Date of Input: 08/05/2025 | Updated: 08/05/2025 | amiruliqhmal