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The service sector lies at the heart of industrialized societies. Since the early decades of the twentieth century queueing theory has provided service managers with a mathematical framework to evaluate the operational service quality and service efficiency of their services, and to strive for a balance between the two aspects. Unlike most textbook queueing models, however, real service operations have time-varying arrival rates, usually with significant variations over a day. This non-stationarity of the arrival process, which often coincides with time-varying staffing levels; makes queueing models difficult to analyze. Two of the important problems arising when considering time-dependent queues concern service quality evaluation of queues with given parameters in terms of measures like customers' waiting times, and finding the minimal time-dependent staffing levels required for achieving a given service quality target. The former is addressed in the first part of the thesis, and the latter is addressed in the second part. In the first part of the thesis, we evaluate the potential and limitations of numerical methods and investigate approximation approaches proposed in the literature for service quality evaluation of time-dependent single and multiple facility queues. We also propose, implement, and test a novel approximation approach for service quality evaluation of a particular type of time-dependent queues, namely single-class, multi-class, and networks of loss queues. Combining an exact equation derived using infinite-server models with an approximate equation motivated by stationary loss models, the proposed approach produces close to exact results in very short times. The second part of the thesis is dedicated to the staffing problem of non-stationary service networks. In particular, we focus on complex services provided by English emergency departments where a Government set waiting time target must be achieved. Drawing upon infinite-server models' results and a square root staffing law as well as the strength and flexibility of simulation models, we propose a new heuristic approach for staffing emergency departments, based on the concept of time-stable performance. The approach accounts for complexities like multiple classes of customers and resource sharing, and is shown to achieve the desired target while saving some staff-hours in typical situations where staffing levels do not allow properly for the time lags in the workloads.

In the post-industrial society, career management has become vitally important for assisting workers to be employable. This study aimed to investigate the relationship between career anchors and employability. The effort of researching these concepts is geared towards adding to the knowledge base in the field of Industrial and Organisational Psychology, so that the current organisation from which the sample was chosen and other organisations in South Africa can adopt a strong career management culture. A quantitative survey using primary data was conducted on a convenience sample (N=108) of full-time employees in a South African financial company. The Career Anchors Inventory (COI) and the Employability Attribute Scale (EAS) were used to gather data. The study found a statistically significant positive relationship between career anchors and employability. In addition, there were significant correlations between the sub-constructs of career anchors and employability, while significant differences in career anchor preferences and employability perceptions between males and females emerged. The only differences in career anchor preferences were detected between racial and age groups. The results indicate a mutual and positive relationship between career anchors and employability, which can be useful in career guidance in the 21st century. / Industrial & Organisational Psychology / M. A. (Industrial and Organisational Psychology)

In the post-industrial society, career management has become vitally important for assisting workers to be employable. This study aimed to investigate the relationship between career anchors and employability. The effort of researching these concepts is geared towards adding to the knowledge base in the field of Industrial and Organisational Psychology, so that the current organisation from which the sample was chosen and other organisations in South Africa can adopt a strong career management culture. A quantitative survey using primary data was conducted on a convenience sample (N=108) of full-time employees in a South African financial company. The Career Anchors Inventory (COI) and the Employability Attribute Scale (EAS) were used to gather data. The study found a statistically significant positive relationship between career anchors and employability. In addition, there were significant correlations between the sub-constructs of career anchors and employability, while significant differences in career anchor preferences and employability perceptions between males and females emerged. The only differences in career anchor preferences were detected between racial and age groups. The results indicate a mutual and positive relationship between career anchors and employability, which can be useful in career guidance in the 21st century. / Industrial and Organisational Psychology / M.A. (Industrial and Organisational Psychology)

Performance management, which is a core element of the New Public Management (NPM), has maintained its significance both in academic and practical perspectives for many scholars and governments, although enthusiasm for the NPM has waned since the late 1990s. There have been debates on the universality of the NPM, and the divergence argument regards the practices and trajectories of specific reforms as being shaped by the different characteristics of politico-administrative and cultural systems. Through the comparative study of performance management based on the case studies in the UK and South Korea, this thesis demonstrates that the processes of a NPM-type reform can be similar in spite of differences of politico-administrative and cultural characteristics. It examines performance management systems in the two countries in terms of the speed and nature of reform, resistance to reform, use of performance information and importance as a control mechanism. The comparison is also useful for lesson-drawing for the improvement of current systems. This research has been conducted by undertaking a wide literature review, including journal articles and government papers, and by conducting semi-structured interviews. To undertake analysis and comparison of performance management systems, the thesis looks at the Public Service Agreements (PSAs) in the UK and the Government Performance Evaluation (GPE), Financial Performance Management System (FPMS) and Performance Agreements in Korea. Case studies have been carried out with the Department of Health in the UK and the Ministry of Government Administration and Home Affairs in Korea. The PSA system has problems generated by excessive central control and lack of participation of professionals and front-line staff. In Korea all three performance management systems are based on evaluation. Departments used evaluation as a tool of exercising control, which resulted in duplication of evaluation and excessive bureaucracy. Focus on the process-oriented evaluation has undermined the value of the systems for improving public services. Whilst the two countries display differences in the fundamental approach to performance management, there are similarities in the detailed practices and trajectories in the operation of the systems. The reason for these similarities may be attributed to the strong leadership of top politicians in both countries.

The objective of the present study was to explore whether individuals' career anchors are dependent on their personality types. The Career Orientation Inventory (COI) and the Myers-Briggs Type Indicator (MBTI) were administered to a sample of honours students in the subject field of Industrial and Organisational Psychology in order to measure the relationship between the two constructs. For statistical purposes only the female participants were included in the final sample analysis (N=117) because of the underrepresentation of males. Statistically significant differences were established with regard to the security/stability career anchor and the ESFJ, ENFP, ESFP and INFP personality types. It is recommended that future studies include larger samples that are more representative of all possible sixteen (16) personality types and a broader range of occupations. The findings contribute new knowledge regarding the career anchors and personality preferences of females pursuing further studies in the field of IO-Psychology. / Industrial and Organisational Psychology / M.A. (Industrial and Organisational Psychology)

The problem is that traditional jobs have been office-based, with close supervision. In the Virtual Office (VO) situation managers have a resistance towards the managing of the workforce because they do not know how to manage virtual workers off-site, workers that they cannot see. They feel that managing virtual workers off-site places a huge burden on them. The biggest difference is the shift in management style from direct control to management of results. The biggest challenge for most organisations is to manage the workforce of the VO. The objectives of this research project are to determine how managers can manage a virtual workforce, improve communication and control the workforce. Comprehensive research has been done on the topic VO that includes articles from magazines, newspapers, Internet and textbooks. As sufficient reference resources are not available in South Africa the research was especially based on USA reference resources, due to the reported successful implementation of Virtual Offices in that country. Managers can effective management a virtual workforce by making use of MBO and not by monitoring activities. They can improve communication with the workforce by staying connected and they can control the workforce through feedback and support. This research has proved that the paradigm shift in the corporate world of work, any time, anywhere, in real space or in cyberspace is here to stay. Virtual workers and managers working away from the office is now a reality, and will become more common in the future. Companies who wait for the future to allow the VO to effectively take shape may find themselves at a competitive disadvantage. Now is the time for companies to create the conditions for the VO to emerge. / Business Management / M. Tech. (Business Administration)

The research focuses on investigating the relationship between individuals’ career adaptability, employability attributes and retention factors within the context of talent retention in the 21st century workplace. A quantitative research approach was followed, and a probability sample of (N = 337) of single (42.7%), African (53.4%), female (65.9%), individuals between the ages of 26-40 years (57.4%), who are part time employees (50.7%), mostly at staff level (54.0%) were utilised. Correlational analysis indicated differences between the variables of CAI, EAS and RFMS. Inferential statistics showed a strong relationship between the variables of career adaptability, employability attributes and retention factors. Stepwise hierarchical regression analysis showed that age, gender, race, marital status and job level, their career adaptability and employability attributes significantly and positively predict retention factors. Test for mean differences revealed that males and females differed significantly in terms of their career adaptability, employability attributes and retention factors. Recommendations are suggested for use by human resource professionals in terms of retention practices. / Business Management / M. Com. (Business management)

The problem is that traditional jobs have been office-based, with close supervision. In the Virtual Office (VO) situation managers have a resistance towards the managing of the workforce because they do not know how to manage virtual workers off-site, workers that they cannot see. They feel that managing virtual workers off-site places a huge burden on them. The biggest difference is the shift in management style from direct control to management of results. The biggest challenge for most organisations is to manage the workforce of the VO. The objectives of this research project are to determine how managers can manage a virtual workforce, improve communication and control the workforce. Comprehensive research has been done on the topic VO that includes articles from magazines, newspapers, Internet and textbooks. As sufficient reference resources are not available in South Africa the research was especially based on USA reference resources, due to the reported successful implementation of Virtual Offices in that country. Managers can effective management a virtual workforce by making use of MBO and not by monitoring activities. They can improve communication with the workforce by staying connected and they can control the workforce through feedback and support. This research has proved that the paradigm shift in the corporate world of work, any time, anywhere, in real space or in cyberspace is here to stay. Virtual workers and managers working away from the office is now a reality, and will become more common in the future. Companies who wait for the future to allow the VO to effectively take shape may find themselves at a competitive disadvantage. Now is the time for companies to create the conditions for the VO to emerge. / Business Management / M. Tech. (Business Administration)