The aim of the research was to assess what competitive advantage a Removals company could expect to gain by outsourcing its driver function to owner drivers. An extensive literature review identified key outsourcing issues. The literature was related to a case study of Stuttaford Van Lines (SVL), a company that is experiencing problems with its current independent contractor driver arrangements and that needs to review its outsourcing decision. In order to learn from best practice in the field of outsourcing to owner drivers, a benchmarking exercise was undertaken at South African Breweries (SAB). The benchmarking exercise identified six key issues that contributed to the success of the SAB owner driver scheme. These points, together with others identified from the literature, were integrated into a recommended outsourcing implementation process for SVL. The research found that it is possible for SVL to outsource the driver function to owner drivers and that such a scheme can be expected to improve customer service levels. The success of the scheme will depend on the selection of the drivers and how effectively it is managed. It was found that it would not be profitable for SVL to outsource to owner drivers using the compensation model proposed. Cost reduction is however only one of the factors to consider in an outsourcing decision.

In recent years South Africa has experienced numerous service delivery protests. These protests are a result of the lack of delivery of basic services such as water and sanitation (amongst others). To address this, local governments have taken part in benchmarking initiatives (National Benchmarking Initiative, Municipal Benchmarking Initiative) and regulation programmes (BlueDrop,GreenDrop) in an effort to improve the quality of potable water and sanitation services. The latter of these focuses on the quality of the water services delivered and neither focus on the efficiency with which this delivery is achieved. This study uses both nonparametric (data envelopment analysis) aswell as parametric (stochastic frontier) methods to assess the efficiency of water service provision in South Africa over a six year period from 2005 to 2010. Subsequently, the method which is most suited for use in the South African context is proposed. In addition, this study demonstrates how these methods can be used to determine the effectiveness of benchmarking initiatives, namely the National Benchmarking Initiative, in improving the efficiency of water service provision. Furthermore, additional insight into the selection ofm in them out of n bootstrap procedure for efficiency evaluations is established through a simulation study. The inclusion of efficiency evaluations into South African benchmarking initiatives provides new and important insight into the standard of water service delivery. As such, the techniques used in this study illustrate how efficiency analysis can enhance benchmarking initiatives in South Africa.

Thesis (MBA)--Stellenbosch University, 2005. / ENGLISH ABSTRACT: At the beginning of 1999, DaimlcrChrysler SA prepated itself for becoming part of the family ofintcmational plants within DaimlerChrysler AG. To do this, DaimlcrChryslcr SA had to produce vehicles for the international markets and not just for the local markets. This meant that they were required to change many processes and systems. Many processes were aligned with processes used within DaimlerCbrysler AG, while certain standatd systems like PLUS. which is the shop floor control system, were implemented. A brand new SAP system was also implemented. During the implementation of these processes and systems, a documentation methodology was developed to ensure that the processes and systems implemented in South Africa, could be reused elsewhere in the world. At the same time, a project implementation methodology was also developed to ensure that this project and futw:c projects w· document processes and systems in this manner, while ensuring strict quality control. This study looked at the above methodologies developed at DaimlerChrysler SA with the aim of knowledge reuse and the subsequent reduction of cost and project implementation time. It was found that the process modelling methodology used at DaimlerChrysler SA was comprehensive. Compared to other process modelling methodologies available in the literature, the methodology used by Daimlc.tChrysler SA covered most aspects i.e. detailed organisation structures (e.g. line and staff relationships) and informacion structures (e.g. data file structures). Within the DaimlcrChryslcr documentation methodology a strong emphasis is placed on maintaining the link between the process and system documentation. This link is important during the system development cycle, as well as for the pmpose of reuse of software. International plants wanting to use the process and system documentation from DaimlerChrysler SA as a basis for their implementations could easily follow the documentation. The documentation flows from a high level process and system concept, to detail process descriptions, to system specification docwnents, and t \stly program names and customizing settings required for the use of the system functionality. It was found that the project implementation methodology used at DalmletChrysler SA was following conventional project management guidelines, whist ensuring the maintenance of process and system docwnentation as required by the reuse approach. DaimletChrysler's reuse approach of process and system knowledge is built on the foundation of using innovation teams in local organizations together with a team coordinating centralised rollout. The approach also focuscd on the development of certain modular components that can be 100% rcused. It was found that interfaces between the DaimletChrysler core systems were ideally suited for this modular approach. The International Production Template approach led to significant cost savings. So fat, each implementation showed an improvement in total project implementation cost and time compated to the previous implementation. Each implementation was also used as an opportunity to further itnprove the template by adding functionality and widening the scope. This study showed conclusive evidence that system and process knowledge can effectively be reused, resulting in significant cost and time savings. / AFRIKAANSE OPSOMMING: Aan die begin van 1999, het DaimlerChrysler SA homself gereed gemaak om deel te vorm van die familie van intemasionale aanlegte binne DaimlerChrysler AG. Om dit te vermag moes DaimlerChrysler SA voertuie vir die intemasionale markte produseer:, en nie net vir die plaaslike markte soos in die verlede nie. Hiervoor moes hulle menige prosesse en stelsels verander. Verskeie prosesse is in Iyn gebring met prosesse soos gebruik binne DaimlerChrysler AG, tenvyl sommige standaard stelsels soos PLUS, wat 'n produksie beheer stelsel is, geimplementeer is. 'n Splintemuwe SAP stelsel is ook geimplementeer. Gedurende die implementering van hierdie prosesse en stelsels, is 'n dokumentasie metodiek ontwikkel om te verseker dat prosesse en stelsels wat in Suid Afrika geimplementeer word, in ander wereld dele hergebruik kan word. Terselfdertyd is 'n projek implementerings metodiek ontwikkel om te verseker dat bogenoemde en toekomstige projekte, prosesse en stelsels op hierdie wyse sal dokumenteer terwyl streng kwaliteitsbeheer toegepas word. Hierdie studie het gefokus op bogenoemde metodieke soos deur DaimlerChrysler SA ontwikkel, met die doel om kennis en kundigheid te hergebruik, en sodoende koste en tyd te bespaar. Die studie het bevind dat die proses modellering metodiek soos deur DaimlerChrysler SA gebruik, omvattend was. Vergelykende met ander proses modellering metodieke soos in die Iiteratuur gevind, dek die metodiek soos deur DaimlerChrysler SA gebruik die meeste aspekte o.a. die fynste besonderhede van organisatoriese strukture en inligting strukture (data). Die DaimlerCbryslcr dokumentasie metodiek fokus sterk daarop om 'n verbintenis te bewerkstellig tussen proses en stelsel dokumentasie. Hierdie verbintenis is belangrik tydens die stelsel se onwikkelings kringloop, asook vir die doel van die hergebruik van die sagteware. Sodoende kan internasionale aanlegte wat die proses en stelsel dokumentasie wil gebruik as basis vir hul implementasies, maklik die vloei volg. Die dokumentasie vloei vanaf 'n hoë vlak proses en stelsel konsep na gedetailleerde proses beskrywings na stelsel spesifikasie dokumente en laastens rekenaar program name en konfigurasie verstellings wat benodig word vir die beoogde stelsel funksionaliteit. Daar is gevind dat die projek implementerings metodiek soos deur DaimlcrChrysler SA toegepas konvensionele projek bestuur beginsels volg, terwyl die metodiek verseker dat die proses en stelsel dokumentasie soos vereis deur die hergebruik benadering, op datum gehou word. DaimlerChrysler se benadering van die hergebruik van prosesse en stelsels is gegrond op die die gebruik van innovasie spanne in plaaslike organisasies, saam met 'n span wat die uitrol daarvan koordineer vanuit 'n sentrale oogpunt. Die benadering fokus ook op die ontwikkeling van sekere modulere komponente wat 100% hergebruik kan word. Daar is gevind dat die koppelvlakke tussen die leidende DaimlerChrysler stelsels uiters geskik is vir hierdie modulere benadering. Die Intemasionale Produksie Patroon as benadering het tot aansienlike koste besparings gelei. Tot op datum het elke implemenrasie 'n besparing getoon ten opsigte van die totale projek implementeringskoste in vergelyking met die vorige projek. Elke implementering is ook gcbruik as 'n geleentheid om die patroon verder te verbeter deur addisioncle funksionaliteit by te voeg en die omvang te vergroot. Hierdie studie het onweerlegbare bewyse gelewer dat stelsel en proses kennis op 'n effektiewe wyse hergebruik kan word, en wat sodoende kan lei tot beduidende koste en tyd besparings.

Thesis (MBA)--Stellenbosch University, 2001. / Some digitised pages may appear illegible due to the condition of the original hard copy / ENGLISH ABSTRACT; SARS is the arm of Government tasked with collecting revenue for the State and it is therefore contributing to the growth and development of South Africa. The objective is to provide a world-class tax and customs service and effectiveness therefore needs to be increase. It is the responsibility of the SARS Special Investigations (SI) Unit to protect the South African economy and society by being a leading law enforcement agency that focuses on commercial related crimes. This benchmarking study is an effort to identify best practices by comparing the SARS SI Unit with nine other criminal or forensic services investigations units in the Western Cape. Networking and partnerships between criminal investigations units are very important in order to combat commercial crime successfully. Half of the benchmarking participants are from the public sector and the other half from the private sector. The study is done from a management perspective and not from a technical legal perspective. Benchmarking leads to better performance and a process of continuous improvement. The SARS Siyakha re-engineering project is also currently addressing more effective processes for the whole organisation, including SI. One of the major problems of a criminal investigations unit is that it covers a very wide and specialised field and cases become bigger and more complex, because the criminals involved are using more sophisticated methods. Commercial crime is also growing at a rapid rate and even extends to the core of corporate life and is threatening to corrupt the values of our country. In criminal cases, the burden of proof is on the State and the standard of proof is beyond reasonable doubt, which is a very high standard. The objective of the criminal investigation is to obtain all relevant facts in dispute and to prove the elements of fraud in such a manner as to ensure a successful prosecution. Benchmarking represents a practical business application of the scientific approach to problem solving. The benchmarking study was therefore done by following a scientific approach, which encompasses a literature review, personal interviews with each benchmarking participant, and the completion of a questionnaire. During the interviews, critical success factors and problem areas were discussed. From the author's viewpoint it was important to provide a solid scientific foundation for the identification of best practices, models and recommendations, instead of simply stating an opinion. The key success factors and best practices identified were grouped into three key areas: Inputs, professionalism and strategy; Process, procedures and methodology; and Outputs and productivity. These three key areas were chosen to ensure that a systems perspective was followed. The findings of the study were also discussed, grouped and summarised in terms of the three key areas. A multi-disciplined criminal investigations team model was also developed as a result of the research and represents a combination between what the private and public sectors are using. Final recommendations to management and a conclusion complete the study. / AFRIKAANSE OPSOMMING: SARS is die arm van die Regering wie se taak dit is om inkomste vir die Staat in te vorder en daardeur dra hulle ook by tot die groei en ontwikkeling van Suid-Afrika. Die doelwit is om 'n wêreldklas diens te lewer om belasting en doeane in te vorder en daarom moet doeltreffendheid verbeter word. Die verantwoordelikheid van die SARS Spesiale Ondersoeke- (SO) afdeling is om as 'n agent die Suid-Afrikaanse ekonomie en gemeenskap te beskerm deur 'n toonaangewende wetstoepassingsagent te wees wat hom op kommersiële misdaad toespits. Hierdie maatstafstudie (benchmarking) is daarop gemik om beste praktyke te identifiseer deur die SAID se SO-eenheid met nege ander kriminele of forensiese ondersoekeenhede in die Wes-Kaap te vergelyk. Die daarstelling van netwerke en vennootskappe tussen kriminele ondersoekeenhede is geweldig belangrik in die stryd teen kommersiële misdaad. Die helfte van die deelnemers aan die maatstafstudie is uit die privaat sektor en die ander helfte uit die openbare sektor. Die studie is uit 'n bestuursoogpunt en nie vanuit 'n regstegniese perspektief nie, gedoen. Maatstafstudies lei tot beter produktiwiteit en 'n proses van deurlopende verbetering. Die SAID Siyakha herontwerpprojek (re-engineering) is tans ook besig om die prosesse van die hele organisasie, met inbegrip van dié van SO, te herontwerp. Een van die grootste probleme wat 'n kriminele ondersoekeenheid ondervind is dat dit 'n baie wye en gespesialiseerde veld dek en sake al hoe groter en moeiliker raak omdat die misdadigers wat betrokke is, meer gesofistikeerde metodes gebruik. Kommersiële misdaad neem ook teen 'n geweldige tempo toe en brei selfs uit na die hart van die korporatiewe sektor en word 'n bedreiging vir die waardes van ons land. Die bewyslas in kriminele sake rus op die Staat en die standaard van die bewyslas is bo redelike twyfel. Die doel van kriminele ondersoeke is om al die relevante feite waaroor dit gaan te openbaar en om die elemente van bedrog op so 'n manier te bewys en aan te bied sodat 'n suksesvolle vervolging verseker kan word. Maatstafstudies word gedoen deur middel van 'n wetenskaplike probleemoplossingsbenadering en dit verteenwoordig 'n praktiese besigheidstoepassing. Die maatstafstudie is daarom gedoen deur 'n getroue navolging van 'n omvattende wetenskaplike benadering. Eerstens is 'n teoretiese studie gedoen wat opgevolg is deur persoonlike onderhoude wat die invul van 'n vraelys ingesluit het. Tydens die onderhoude is kritieke suksesfaktore en probleemareas bespreek. Uit die skrywer se oogpunt was dit deurentyd belangrik om 'n grondige wetenskaplike basis te hê vir die identifisering van beste praktyke, modelle en aanbevelings, eerder as om net 'n persoonlike mening uit te spreek. Die kritieke suksesfaktore asook die beste praktyke is gegroepeer in drie hoofareas: Insette, professionele gedrag en strategie; Prosesse, prosedures en metodologie; en Uitsette en produktiwiteit. Hierdie drie sleutelareas is gekies om te verseker dat 'n stelselbenadering gevolg word. Die bevindings van die studie is ook bespreek, gegroepeer en saamgevat onder die drie kernareas. Een van die resultate van die studie is dat 'n "multi-dissiplinêre kriminele ondersoekspanmodel" ontwerp is wat verteenwoordigend is van 'n gekombineerde toepassing tussen die privaat en openbare sektor. Die studie word afgerond deur finale aanbevelings aan bestuur en 'n gevolgtrekking.

A set of technical issues are addressed related to benchmarking best practice behavior in warehouses. In order to identify best practice, first performance needs to be measured. There are a variety of tools available to measure productivity and efficiency. One of the most common tools is data envelopment analysis (DEA). Given a system that consumes inputs to generate outputs, previous work has shown production theory can be used to develop basic postulates about the production possibility space and to construct an efficient frontier which is used to quantify efficiency. Beyond inputs and outputs warehouses typically have practices (techniques used in the warehouse) or attributes (characteristics of the environment of the warehouse including demand characteristics) which also influence efficiency. Previously in the literature, a two-stage method has been developed to investigate the impact of practices and attributes on efficiency. When applying this method, two issues arose: how to measure efficiency in small samples and how to identify outliers. The small sample efficiency measurement method developed in this thesis is called multi-input / multi-output quantile based approach (MQBA) and uses deleted residuals to estimate efficiency. The outlier detection method introduces the inefficient frontier. Both overly efficient and overly inefficient outliers can be identified by constructing an efficient and an inefficient frontier. The outlier detection method incorporates an iterative procedure previously described, but has not been implemented in the literature. Further, this thesis also discusses issues related to selecting an orientation in super efficiency models. Super efficiency models are used in outlier detection, but are also commonly used in measuring technical progress via the Malmquist index. These issues are addressed using two data sets recently collected in the warehousing industry. The first data set consists of 390 observations of various types of warehouses. The other data set has 25 observations from a specific industry. For both data sets, it is shown that significantly different results are realized if the methods suggested in this document are adopted.

Corn production is scattered geographically over various continents, but most of it is grown in the United States. As such, the world price of corn futures contracts is largely dominated by North American corn prices as traded on the Chicago Board of Trade. In recent years, this market has been characterised by an increase in price volatility and magnitude of price movement as a result of decreasing stock levels. The development and implementation of an effective and successful derivative price risk management strategy based on the Chicago Board of Trade corn futures contract will therefore be of inestimable value to market stakeholders worldwide. The research focused on the efficient market hypothesis and the possibility of contesting this phenomenon through an application of a derivative price risk management methodology. The methodology is based on a combination of an analysis of market trends and technical oscillators with the objective of generating returns superior to that of a market benchmark. The study found that market participants are currently unable to exploit price movement in a manner which results in returns that contest the notion of efficient markets. The methodology proposed, however, does allow the user to consistently achieve returns superior to that of a predetermined market benchmark. The benchmark price for the purposes of this study was the average price offered by the market over the contract lifetime, and such, the efficient market hypothesis was successfully contested. / Business Management / D. Com. (Business Management)

The dissertation aims to obtain an integrated and comprehensive perspective on measurement issues that play a strategic role in organisations that aim at continuous quality improvement through TQM. The multidimensional definition of quality is proposed to view quality holistically. The definition is dynamic, thus dimensions are subject to evolution. Measurement of the quality dimensions is investigated. The relationship between quality and cost, productivity and profitability respectively is examined. The product quality dimensions are redefined for processes. Measurement is a strategic component ofTQM. Integration of financial measures with supplier-; customer-; performance- and internal process measurement is essential for synergism. Measurement of quality management is an additional strategic quality dimension. Applicable research was integrated. Quantitative structures used successfully in industry to achieve quality improvement is important, thus the quality management maturity grid, cleanroom software engineering, software factories, quality function deployment, benchmarking and the ISO 9000 standards are briefly described. Software Metrics Programs are considered to be an application of a holistic measurement approach to quality. Two practical approaches are identified. A framework for initiating implementation is proposed. Two strategic software measurement issues are reliability and cost estimation. Software reliability measurement and modelling are introduced. A strategic approach to software cost estimation is suggested. The critical role of data collection is emphasized. Different approaches to implement software cost estimation in organisations are proposed. A total installed cost template as the ultimate goal is envisaged. An overview of selected software cost estimation models is provided. Potential research areas are identified. The linearity/nonlinearity nature of the software production function is analysed. The synergy between software cost estimation models and project management techniques is investigated. The quantification aspects of uncertainty in activity durations, pertaining to project scheduling, are discussed. Statistical distributions for activity durations are reviewed and compared. A structural view of criteria determining activity duration distribution selection is provided. Estimation issues are reviewed. The integration of knowledge from dispersed fields leads to new dimensions of interaction. Research and practical experience regarding software metrics and software metrics programs can be successfully applied to address the measurement of strategic indicators in other industries. / Business Management / D. Phil. (Operations Research)

Thesis (MBA)--Stellenbosch University, 2001. / ENGLISH ABSTRACT: The majority of small and medium - and to a much lesser extent the large - commercial lithographic printing firms situated in the Western Cape do not employ a fulltime financial director or an accountant. The result is that many managers - very often without much financial training - have to steer their firm through very turbulent economic times. Apart from being in this state of siege, managers of these commercial printing firms have their problem compounded by the fact that they do not have any industry-specific financial benchmarks against which to evaluate their firms' financial performance. Against this background, the writer has set out to determine certain industry financial benchmarks - presented in the form of ratios - for the commercial lithographic printing firms situated in the Western Cape to enable participating firms to measure their performance relative to their sector peers. As such, this study is aimed at the non-financial manager, firstly, and thereafter the financial manager. To this end an attempt has been made to keep the vocabulary as user-friendly as possible without sacrificing brevity and clarity. Lastly, this study is presented as a working document rather than a theoretical exercise. The essence of this study - to create a tool for financial evaluation - could be embodied as follows: Turnover is vanity, profit is sanity, cash flow is reality. / AFRIKAANSE OPSOMMING: Die meerderheid klein en medium - en tot 'n mindere mate groot - kommersiële litografiese drukkery firmas wat in die Wes Kaap geleë is, het nie 'n voltydse finansiële direkteur of rekenmeester in diens nie. Dit gee daartoe aanleiding dat verskeie bestuurders - dikwels sonder noemenswaardige finansiële opleiding - hul firma deur 'n baie onstuimige ekonomiese omgewing moet stuur. Buiten hierdie uitdaging is daar ook die verdere probleem dat daar tans geen industrie-spesifieke finansiële maatstawwe bestaan waarteen hul firmas se finansiële prestasie gemeet kan word nie. Teen hierdie agtergrond het hierdie studie dus ten doel gehad om sekere industrie spesifieke finansiële maatstawwe - aangebied as verhoudings - vir die kommersiële litografiese drukkery firmas wat in die Wes Kaap geleë is, te genereer sodat deelnemende firmas hul finansiële prestasie kan meet relatief tot hul sektor eweknieë. Met hierdie doel voor oë is hierdie studie dus eerstens gerig op die nie-finansiële bestuurder en daarna die finansiële bestuurder. Dienooreenkomstig is die woordeskat dus so gebruikervriendelik moontlik gehou sonder om akkuraatheid en trefkrag in te boet. Laastens is hierdie studie gemik om 'n werksdokument eerder as 'n teoretiese skrywe te wees. Die kern van hierdie studie - om naamlik 'n instrument te wees vir finansiële evaluasie - kan as volg saamgevat word: Omset is ydelheid, wins is redelikheid, kontantvloei is werklikheid.

Thesis (DPhil)--University of Stellenbosch, 2005. / ENGLISH ABSTRACT: South African local government literature suggests a historical problem of municipal non-consultation in services identification and provision that goes hand-in-hand with community non-participation in municipal activities, coupled by a ‘culture of non-payment’ for these services. This research, which was conducted between 2002 and 2005 in the city of Johannesburg municipality, had the central purpose of ascertaining the manner and ways in which the city of Johannesburg provides its basic services to the Soweto communities and, in turn, of understanding if communities participate in municipal activities and hold possible attitudes of non-payment for municipal services. In order to attain the research purpose, six research questions were identified through local government theories and literature and advanced. The first set of four questions was aimed at the Soweto communities: How affordable are the basic municipal services to the Soweto communities? What are community’s perceptions of the importance of the various municipal services? Are the communities participating in the services identification and provision? How satisfied are the communities with the service delivery? The second set of two questions was aimed at service providers or the municipal services managers and councillors: What methods does the municipality use in identifying and delivering service? What does the municipality perceive to be their application and enforcement of service quality management standards? The original methodological intent was to interview the Soweto communities and the city of Johannesburg municipal services managers and councillors. 200 Soweto households were indeed interviewed from the eight townships of Chiawelo, Diepkloof, Dobsonville, Dube, Jabulani, Meadowlands, Naledi and Orlando, which were randomly selected. The survey amongst the heads of these 200 households was followed by four focus group meetings at Chiawelo, Dobsonville, Dube and Meadowlands and between five and eleven households participated in the discussions in clarifying survey outcomes. It was only possible, however, to interview three service managers from the city of Johannesburg services utilities Pikitup, Johannesburg Water and the Contract Management Unit. Frustrated attempts to interview municipal councillors in the city of Johannesburg led to obtaining permission for proxy interviews from the MEC of Local Government and Traffic Safety in Mpumalanga municipalities of Govan Mbeki and Emalahleni and the inclusion of the KwaZulu-Natal municipality of Emnambithi. The usage of proxy interviews is thought to be relevant since the perceptions on service provision relate to the application and implementation of the uniform countrywide local government structures and systems. A total of 24 interviews were conducted with the Mpumalanga MEC, the city of Johannesburg service managers (3), councillors (9) and senior municipal administrators (11). In order to confirm or repudiate service provider findings from the Mpumalanga and KwaZulu-Natal municipalities, supplementary interviews were held with persons knowledgeable about service delivery in Soweto between 2002 and 2005. A total of four additional interviews were thus conducted. In the analysis of the community survey data, townships were classified as well-off and worse-off on the basis of household incomes and thus participation in municipal activities, payment of services and other attitudes were compared between the two strata. The findings of the research reveal low levels of ability to pay for municipal services by communities in terms of household incomes. However, the household possessions of the living standard measurement (LSM) utilities indicated otherwise. The use of income as a measure of affordability to pay is suspect in methodological reliability; hence income related findings should be interpreted with caution. The worse-off townships preferred state provision of the basic municipal services. There was less inclination to participate in municipal structures such as ward committees and Integrated Development Plans (IDP) processes by the well-off townships, although they were the least satisfied with service provision and municipal performance. The city of Johannesburg municipality was found to be addressing service backlogs as a method for service identification and prioritisation. The municipality has semi-privatised basic municipal services such as water, electricity and garbage collection through section 21 companies in order to overcome service provision inefficiencies and ineffectiveness. This has devastating effects in terms of the community’s inability to pay, leading to services disconnection. Communities in general, however, believed that service provision has improved through these utilities even though the municipality has not finalised its performance management contracts with the utilities. Whereas the service provider interviews were conducted in Mpumalanga and KwaZulu-Natal, additional telephone interviews with service provision experts for Soweto agreed that municipal challenges throughout the country are generally the same since they operate within relatively new policy frameworks. It is acknowledged, however, that metropolitan municipalities and specifically the city of Johannesburg face some unique challenges too. It is concluded that the central role of the local government as the custodian of basic municipal services cannot be disputed; however, the inefficiencies and ineffectiveness of the market forces require private-public partnerships. It can also be concluded that non-participation is an outcome of, among other things, poor participative capacity within communities, apathy, feelings of distrust of both the municipal institutions and municipal councillors and the lack of information regarding community obligations to municipal institutions. The research recommends the use of similar service utilities in both townships and former white suburban areas in order to overcome the perceptions of the municipal services level disparities that are formed on the basis of townships versus white suburban areas; an overhaul of the municipality’s billing system to overcome its debt and service charges collection problems; ward committee participation capacity improvement for both the municipal councillors and communities and the development and communication of clear guidelines on the roles of regional services management centres. Further research is recommended on, among other things, whether privatisation of municipal services results in better access by all and improves efficiency and payments, and on the functionality and effectiveness of ward committees as vehicles for community participation and in developing new and more reliable socio-economic modelling for assessing community ability to pay for government services. / AFRIKAANSE OPSOMMING: Uit ’n literatuuroorsig van plaaslike regering in Suid-Afrika het dit geblyk dat daar ’n historiese probleem van nie-oorlegpleging by die identifisering en lewering van dienste deur munisipaliteite bestaan. Hierdie probleem gaan hand aan hand met niedeelname aan munisipale aktiwiteite deur gemeenskappe en ’n kultuur van “geenbetaling” vir dienste gelewer. Die hoofdoel van hierdie navorsing, wat tussen 2002 en 2005 in die stad Johannesburg gedoen is, was om vas te stel hoe die stad se munisipaliteit basiese dienste aan Soweto lewer en of daar enige gemeenskapsdeelname aan aktiwiteite is en of gemeenskappe ’n geenbetaling-houding inneem. Om die navorsingsdoel te bereik is ses vrae deur middel van literatuur en teorieë oor plaaslike regering geïdentifiseer. Die eerste vier vrae is gemik op gemeenskappe in Soweto: Hoe bekostigbaar is die basiese munisipale dienste aan die gemeenskappe in Soweto? Wat is die gemeenskap se mening oor die belangrikheid van die onderskeie munisipale dienste? Het gemeenskappe deel aan die identifisering en lewering van dienste? Hoe tevrede is die gemeenskappe met dienslewering? Die laaste twee vrae is gemik op die diensleweraars of munisipaledienstebestuurders en raadslede: Watter metodes gebruik die munisipaliteit om dienste te identifiseer en te lewer? Wat beskou die munisipaliteit as op hulle van toepassing sover dit die afdwingbaarheid van kwaliteitstandaarde in die lewering van dienste en bestuur betref? Oorspronklik was die doel om onderhoude te voer met gemeenskappe in Soweto sowel as munisipaledienste-bestuurders en raadslede van Johannesburg. Onderhoude met hoofde van 200 huishoudings in Soweto is wel gevoer. Hierdie huishoudings is ewekansig uit Chiawelo, Diepkloof, Dobsonville, Dube, Jabulani, Meadowlands, Naledi en Orlando gekies. Die onderhoude is gevolg deur vier fokusgroepvergaderings te Chiawelo, Dobsonville, Dube en Meadowlands, en tussen vyf en elf huishoudings het aan besprekings deelgeneem ten einde duidelikheid te verkry oor bevindinge van die ondersoek. Dit was egter net moontlik om onderhoude met drie dienstebestuurders van die stad Johannesburg te voer, naamlik Pikitup, Johannesburg Water en die Kontrak Bestuursgroep. Verskeie vrugtelose pogings om onderhoude met raadslede te bekom het uiteindelik gelei tot die verkryging van toestemming vir plaasvervangende onderhoude met die LUR vir die Plaaslike Regering sowel as Verkeersveiligheid in die volgende munisipaliteite: Govan Mbeki en Emalahleni in Mpumalanga en Emnambithi in KwaZulu-Natal. Hierdie plaasvervangende onderhoude is as toepaslik beskou, aangesien die menings oor dienslewering te doen het met die toepassing en implementering van die uniforme landswye plaaslikeregering-strukture en -stelsels wat dus op Soweto ook van toepassing is. ’n Totaal van 24 onderhoude is gevoer met die Mpumalanga-LUR (1), die dienstebestuurders van die stad Johannesburg (3), raadslede (9) en senior munisipale administrateurs (11). Om die bevindinge van die Mpumulanga- en KwaZulu-Natal-munisipaliteite te bevestig of te weerlê, is aanvullende onderhoude met persone wat kennis van dienslewering in Soweto het tussen 2002 en 2005 gevoer. Altesaam vier addisionele onderhoude is dus gevoer. Tydens die ontleding van die gemeenskapsdata is gemeenskappe as gegoed of minder gegoed geklassifiseer op grond van huishoudelike inkomste en dus is deelname aan munisipale aktiwiteite, betaling vir dienste en ander gesindhede tussen die twee strata vergelyk. Daar is bevind dat min mense munisipale dienste kan bekostig in terme van huishoudelike inkomste, maar dat huishoudelike besittings wat lewenstandaard bepaal op die teenoorgestelde dui. Die gebruik van huishoudelike inkomste as ’n maatstaf van die vermoë om te betaal is ’n aanvaarbare metode, maar moet tog met omsigtigheid benader word. Die gemeenskap wat die slegste daaraan toe was, verkies dat die staat basiese munisipale dienste voorsien. ’n Laer geneigdheid tot deelname aan munisipale strukture soos wykskomitees en geïntegreerde ontwikkelingsplanne is by die meer gegoede gemeenskappe aangetref, hoewel hulle die grootste ontevredenheid toon met dienslewering en munisipale werkverrigting. Daar is gevind dat die munisipaliteit van die stad Johannesburg die agterstand in dienste aangespreek het as metode om dienste te identifiseer en te prioritiseer. Om die probleem van oneffektiewe en ondoeltreffende dienste te oorkom, maak die munisipaliteit gebruik van artikel 21- maatskappye vir dienste soos water, elektrisiteit en vullisverwydering. Dit lei tot die beëindiging van die dienste van gemeenskappe wat nie kan betaal nie. Oor die algemeen is inwoners egter van mening dat dienste deur hierdie maatskappye verbeter is, hoewel die munisipaliteit nog nie sy prestasiebestuurkontrakte met hierdie maatskappye gefinaliseer het nie. Terwyl die onderhoude met diensverskaffers in Mpumalanga en KwaZulu- Natal gevoer is, is verdere telefoniese onderhoude met kundiges op die gebied van dienslewering in Soweto gevoer. Laasgenoemde het saamgestem dat munisipaliteite regoor die land oor die algemeen voor dieselfde uitdagings te staan kom, omdat hulle binne relatief nuwe beleidsraamwerke funksioneer. Daar word egter toegegee dat stedelike (metropolitaanse) munisipaliteite, en spesifiek die stad Johannesburg, ook met sekere unieke uitdagings te kampe het. Die gevolgtrekking waartoe gekom is, is dat die rol van plaaslike regering as die toesighouer oor basiese munisipale dienste nie betwis kan word nie, hoewel oneffektiwiteit en ondoeltreffendheid privaat vennootskappe vereis. ’n Verdere gevolgtrekking is dat niedeelname onder andere ’n gevolg is van ’n gebrek aan deelnemende kapasiteit binne gemeenskappe, apatie, wantroue in munisipale instellings en raadslede, en ’n gebrek aan inligting rakende gemeenskappe se verpligtinge jeens munisipale instellings. Die navorsing beveel aan dat gelyke dienste gelewer word in swart gemeenskappe en in tradisioneel wit gemeenskappe ten einde die siening dat daar onderskeid getref word, te verander. Daar behoort ook ’n hersiening van die munisipaliteit se rekeningestelsel te wees ten einde die skuldinvorderingsprobleme uit die weg te ruim. Deelnemende kapasiteit vir raadslede en gemeenskappe binne wyke moet verbeter word. Duidelike riglyne oor die rol van streeksdienstebestuursentrums moet ontwikkel en aan gemeenskappe oorgedra word. Verdere navorsing word aanbeveel om te bepaal of die privatisering van dienste tot beter toegang vir almal sal lei en of dit doeltreffendheid en betaling sal verbeter. Die funksionaliteit en effektiwiteit van wykskomitees as meganisme vir gemeenskapsbetrokkenheid sowel as die ontwikkeling van nuwe en meer betroubare sosio-ekonomiese modelle vir die bepaling van gemeenskapsvermoë om vir dienste te betaal, behoort ook ondersoek te word.

No abstract available. / Thesis (M.Dev.Studies)-University of Natal, Durban, 2002.