Over the past months, newspapers and news bulletins are riddled by service delivery protests – to the extent that the President of the country acknowledges these protests. Many reasons were offered for the protests, but the main reason is cited as dissatisfaction with the level of basic services delivered by the municipalities. Questions were asked to obtain possible solutions to the problem. These challenges motivated the researcher to undertake a study to investigate the possible cause of poor delivery of service by municipalities to the communities. A possibility was to study and recommend a possible solution that would ensure that service is delivered on time, at the right price, at the right location and that quantity and quality meet the needs of the community. The system suitable to address this concern is demand management, the first element of the supply chain management system. The purpose of demand management is to ensure that the resources required to fulfil the needs identified during the strategic plan of the municipality, are delivered at the correct time, price and place, and that quantity and quality will satisfy the needs of the users. The research was conducted by means of a literature study and an empirical study. The literature study entails a literature discussion on three variables identified as crucial in achieving the objectives of the study, namely sustainability, demand management and change management. These variables form the basis of the evaluation of the factors which ensure that effectively used demand management results in sustainable service delivery. Delivering sustainable service will ensure that the service is delivered on time, at the right price, at the right location, and quality that meets the needs of the users. These variables were empirically tested in practise by means of a measurement instrument and subsequently evaluated. Based on the evaluation of the empirical study, the demographical data were analysed and concluded on. The reliability and internal consistence of the measurement instrument were determined by means of Cronbach Alpha coefficient. The results of the reliability test revealed that only change management’s Cronbach Alpha coefficient was less than the cut–off value of 0.7. Despite the results of change management’s Cronbach Alpha coefficient, the reliability of the other latent variables was found to be reliable and internally consistent. The variables were analysed and concluded upon by means of a descriptive statistical analysis, using frequency on the questionnaire responds. The arithmetic mean and standard deviation per construct was also calculated, using SPSS (Statistical Package for the Social Sciences). The relationship between the variables was also evaluated through determining the effect size and correlation of coefficient being calculated. Practical recommendations were suggested to address the weaknesses found during the evaluation of the questionnaires, in order to improve future continuity of both municipalities used as unit of measure. Recommendations of future research needed, were also made. / Thesis (MBA)--North-West University, Potchefstroom Campus, 2012.

Over the past months, newspapers and news bulletins are riddled by service delivery protests – to the extent that the President of the country acknowledges these protests. Many reasons were offered for the protests, but the main reason is cited as dissatisfaction with the level of basic services delivered by the municipalities. Questions were asked to obtain possible solutions to the problem. These challenges motivated the researcher to undertake a study to investigate the possible cause of poor delivery of service by municipalities to the communities. A possibility was to study and recommend a possible solution that would ensure that service is delivered on time, at the right price, at the right location and that quantity and quality meet the needs of the community. The system suitable to address this concern is demand management, the first element of the supply chain management system. The purpose of demand management is to ensure that the resources required to fulfil the needs identified during the strategic plan of the municipality, are delivered at the correct time, price and place, and that quantity and quality will satisfy the needs of the users. The research was conducted by means of a literature study and an empirical study. The literature study entails a literature discussion on three variables identified as crucial in achieving the objectives of the study, namely sustainability, demand management and change management. These variables form the basis of the evaluation of the factors which ensure that effectively used demand management results in sustainable service delivery. Delivering sustainable service will ensure that the service is delivered on time, at the right price, at the right location, and quality that meets the needs of the users. These variables were empirically tested in practise by means of a measurement instrument and subsequently evaluated. Based on the evaluation of the empirical study, the demographical data were analysed and concluded on. The reliability and internal consistence of the measurement instrument were determined by means of Cronbach Alpha coefficient. The results of the reliability test revealed that only change management’s Cronbach Alpha coefficient was less than the cut–off value of 0.7. Despite the results of change management’s Cronbach Alpha coefficient, the reliability of the other latent variables was found to be reliable and internally consistent. The variables were analysed and concluded upon by means of a descriptive statistical analysis, using frequency on the questionnaire responds. The arithmetic mean and standard deviation per construct was also calculated, using SPSS (Statistical Package for the Social Sciences). The relationship between the variables was also evaluated through determining the effect size and correlation of coefficient being calculated. Practical recommendations were suggested to address the weaknesses found during the evaluation of the questionnaires, in order to improve future continuity of both municipalities used as unit of measure. Recommendations of future research needed, were also made. / Thesis (MBA)--North-West University, Potchefstroom Campus, 2012.

El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / The objective of this research is to assess the psychometric properties of the Connor-Davidson Resilience Scale (CD-RISC) in order to contribute to the literature identifying validated resilience measures in low-resource settings where individuals face significant adversity. This cross-sectional study included 789 adolescent mothers who delivered at a maternity hospital in Lima, Peru. The Spanish version of the 10-item CD-RISC was used to measure resilience. Internal consistency and construct validity were assessed by evaluating individual item characteristics as well as the association of CD-RISC score with symptoms of depression, anxiety and sleep disturbance. Exploratory factor analysis (EFA) was performed to test the factorial structure of the CD-RISC. The CD-RISC was found to have good internal consistency (Cronbach’s alpha = 0.85). CD-RISC scores were positively associated with school attendance, financial hardship, and history of childhood abuse; scores were negatively associated with household dysfunction, depression, anxiety and poor sleep quality. The results of the EFA showed that the CD-RISC contained a two-factor solution, which accounted for 46% of the variance. Overall, these findings suggest that the Spanish-language version of the CD-RISC-10 is an adequate measure of resilience in this population. Further research is needed to incorporate culturally-specific constructs into resilience measures. / National Institutes of Health / Revisión por pares