Thesis (MPhil)--Stellenbosch University, 2015. / ENGLISH ABSTRACT: Emerging global trends towards sustainable development have placed emphasis on the need to create sustainable food value chains. Many food value chains are becoming weakened through their reliance on eco-systems that are deteriorating. Furthermore, while food systems are under threat, global food consumption is on the rise. The conundrum seems inescapable. Humanity’s food supply methods have moved on from hunter-gatherer characteristics apart from the exception of the fishing industry. The current generation may be the last to witness the wide-spread practice of fishing. Aquaculture, and in particular fish-farming, has begun to show much potential as a method of producing sustainable sources of protein. Whether this can be utilized in the South African context is a challenge that needs to be verified. This research, presented as two articles, explores the potential for the development of the fish-farming sector in South Africa, and recommends suitable species. Although there is some literature on how fish-farming may have a place in South Africa’s sustainability quest, it is scarce. This research aims to enhance the literature base on fish-farming in South Africa, as well as provide further evidence on what the true potential is for fish-farming in South Africa. This was done through a series of primary and secondary data collection methods that allow for a thorough analysis of fish-farming in South Africa and the species involved. The analysis revealed that the fish-farming sector and the cultivatable species in South Africa are met with an array of opportunities and challenges. Overcoming these challenges will open the doors to exploit the opportunities available. / AFRIKAANS OPSOMMING: Opkomende globale tendense weerspieël dat dit noodsaaklik is dat klem gelê moet word op volhoubare ontwikkeling en dat dit van uitterste belang is om volhoubare voedsel waardekettings te skep. Verskeie voedsel waardekettings raak verswak deur hul afhanklikheid van eko-stelsels wat vernietig word. Verder, terwyl voedsel stelsels bedreig word, is globale verbruik van voedsel besig om te verhoog. Dié raaisel lyk onvermydelik. Mensdom se huidige voedselvoorraad metodes het aansienlik ontwikkel van dié van die jagter-versamelaars, met die uitsondering van die visbedryf. Die huidige generasie mag die laaste wees, wat die wyd verspreide praktyk van visvang beoefen, om daarvan te getuig. Akwakultuur, in besonder vis-boerdery, het begin om potensiaal te wys as 'n volhoubare bron in die vervaardiging van proteïen. Of dit in die Suid-Afrikaanse konteks gebruik kan word, is 'n uitdaging wat geverifieer moet word. Hierdie navorsing, wat aangebied word as twee tydskrifartikels, ondersoek die potensiaal vir die ontwikkeling van vis-boerdery in Suid-Afrika, en beveel ook gepaste spesies aan. Alhoewel daar sommige artikels is oor hoe vis-boerdery kan in pas in Suid-Afrika se soeke na volhoubaarheid, is dit skaars te vinde. Die navorsing beoog om die literatuur basis van vis-boerdery in Suid-Afrika op te skerp, en ter selfde tyd verdere bewys te gee oor die ware potensiaal van vis-boerdery in Suid-Afrika. Dit was gedoen deur 'n reeks van primêre en sekondêre data-insameling metodes wat voorsiening maak vir 'n deeglike ontleding van visboerdery in Suid -Afrika en die spesies betrokke. Die ontleding het getoon dat die vis-boerdery bedryf en die aankweek spesies in Suid-Afrika verskeie geleenthede en uitdagings in die gesig staar. Oorwinning van hierdie uitdagings sal dit moontlik maak om die beskikbare geleenthede te ontgin.

Thesis (MBA (Business Management))--Stellenbosch University, 2008. / ENGLISH ABSTRACT: Business leaders of today agree that people are the greatest asset of their enterprises, but they struggle to live up to the requirements the knowledge specialists of today dictate. This study investigates the method of storytelling as a leadership tool to engage people in businesses and to contribute to such businesses in becoming an Employer of Choice. In the present day knowledge era the way we communicate has changed completely and knowledge has become the single most important factor within businesses. The latter, in conjunction with the technology boom, has led to an extremely fast paced business environment worldwide, leaving the knowledge experts feeling somehow alienated. Business leaders need to understand this phenomenon and incorporate a culture of care within the business. It is easy to overlook the least troublesome, uncomplicated and inexpensive ways of communications, such as storytelling, to add value in creating a business environment of such a nature. South African businesses should tap into the wisdom of the Ubuntu culture that has its roots deep in storytelling as a method of knowledge sharing and to foster development. The objective of this research document is to illustrate the relationship between storytelling and engaging employees and retaining talent by means of which management could gain a better overview of how their implementation of a storytelling culture in the business could affect their customer retention in the relevant business. / AFRIKAANSE OPSOMMING: Eietydse sakeleiers stem saam dat mense die grootste bate in hul ondernemings is, maar hulle vind dit moeilik om aan die vereistes te voldoen wat die kennisspesialiste deesdae voorskryf. Hierdie studie stel ondersoek in na die metode van storievertel as 'n bestuurswerktuig om mense binne ondernemings te betrek en om by te dra dat sulke ondernemings 'n voorkeurwerkverskaffer kan word. In die hedendaagse kennis-era het die manier waarop ons kommunikeer, heeltemal verander en het kennis die enkel belangrikste faktor in ondernemings geword. Gepaardgaande met die ontploffing in tegnologie, het ondernemings tot 'n uiters vinnige pas in die wêreldwye sake-omgewing gelei, wat die kennisspesialiste ietwat vervreemd gelaat het. Sakeleiers behoort hierdie verskynsel te verstaan en 'n omgee kultuur in hul ondernemings in te voer. Dit is maklik om die mees probleemvrye, ongekompliseerde en goedkoopste kommunikasie maniere mis te kyk, soos die vertel van stories, om waarde toe te voeg tot die skepping van 'n sake-omgewing van so 'n aard. Suid-Afrikaanse ondernemings behoort die wysheid in die Ubuntu-kultuur te ontgin met sy wortels diep in storievertel as 'n manier om kennis te deel en om te ontwikkel. Die doel van hierdie opdrag is om die verhouding tussen storievertel en die betrokkenheid van werknemers toe te lig en om hul talent te behou waardeur die bestuur 'n beter oorsig kan verkry van hoe die implementering van 'n strorievertel kultuur in die onderneming die behoud van kliënte in die betrokke onderneming kan beïnvloed.

Thesis (MBA)--University of Stellenbosch, 2010. / ENGLISH ABSTRACT: It has been suggested that without the ability to innovate, an organisation will not be able to survive the demands of an ever-changing operating environment. This raises the question: How can organisations ensure that they are able to innovate? Organisational culture has been identified as a critical variable in answering this question. The culture of the organisation determines to a large extent the degree of innovation in that organisation. Business leaders have made attempts to nurture a culture of creativity and innovation in their organisations through the recruitment of dynamic individuals with innovative traits. However, most of their attempts seemed insufficient in achieving their goals. The primary purpose of this research is to develop a framework for organisational culture that characterises an innovative organisation in small, medium and micro enterprises (SMMEs). The secondary objective is to identify the enablers and inhibitors of innovation. Research method: The research approach starts with a review of existing literature. This is followed by the development of the theory and empirical research. Data collection was also carried out in the form of semi-structured interviews with senior and middle management in innovative SMMEs. Main findings: The analysis of the findings indicates that an organisation cannot focus on any single aspect of organisational culture. Innovation is a system in the organisation that is strongly guided by the culture of the organisation. Recommendations: Future research on this subject will benefit from the selection of a larger sample of data. Given the dynamic nature of innovation and organisational culture, it is recommended to repeat this research over time in order to explore whether the same dimensions in determining innovative organisational culture still apply. The current research can also be followed up by a study on the sources of innovation in an organisation. / AFRIKAANSE OPSOMMING: Inleiding: Sonder die vermoë om te kan innoveer, sal ’n organisasie nie kan oorleef in ’n bedryfsomgewing wat voortdurend verander nie. Dit laat die vraag ontstaan: Hoe kan organisasies seker maak hulle die vermoë het om te innoveer? Organisasiekultuur is geïdentifiseer as ’n kritiese veranderlike in die beantwoording van hierdie vraag. Die kultuur van ’n organisasie bepaal grootliks die mate van innovering in daardie organisasie. Sakeleiers probeer om ’n kultuur van kreatiwiteit en innovering in hul organisasies te koester deur dinamiese individue met innoverende karaktereienskappe te werf. Dit blyk egter dat die meeste van hul pogings nie daarin kan slaag om hul doelwitte te bereik nie. Die primêre doel van hierdie navorsing is om ’n raamwerk vir organisatoriese kultuur te ontwikkel wat ’n innoverende organisasie in klein, medium-grootte en mikro ondernemings (KMMO’s) kenmerk. Die sekondêre doelwit is om die moontlikmakers en inhibeerders van innovering te identifiseer. Navorsingsmetode: Die navorsingsbenadering begin met ’n oorsig van bestaande literatuur. Dit word gevolg deur die ontwikkeling van die teorie en empiriese navorsing. Data-insameling is uitgevoer in die vorm van semi-gestruktureerde onderhoude met senior en middelvlakbestuurders van innoverende KMMO’s. Vernaamste bevindinge: Die ontleding van die bevindinge dui daarop dat ’n organisasie nie op een enkele aspek van organisasiekultuur kan fokus nie. Innovering is ’n stelsel in die organisasie wat baie sterk deur die kultuur van die organisasie beïnvloed word. Aanbevelings: Toekomstige navorsing oor hierdie onderwerp sal baat vind by die seleksie van ’n groter steekproef van data. Gegewe die dinamiese aard van innovering en organisatoriese kultuur, word daar aanbeveel dat hierdie navorsing mettertyd herhaal word om uit te vind of dieselfde dimensies vir die bepaling van innoverende organisatoriese kultuur steeds van toepassing is. Die huidige navorsing kan ook opgevolg word deur ’n studie oor die bronne van innovering in ’n organisasie.

This research report explores the actions taken by mining companies, with specific focus on Kumba Iron Ore, to overcome the challenges in creating an organisational culture that accommodates women in core positions in the mines. Although more and more women are employed by mining companies worldwide, progress is hampered by the barriers in this historically male-dominated environment, which need to be overcome. South African legislation requires mining companies to meet women-in-mining targets as set out by the mining charter, forcing the mining industry to revisit opportunities for female employees. It necessitates innovative ideas to overcome challenges and to implement strategies to make women in mining work. The research investigates specifically how the mining environment is managing the transformation to overcome the historic views, physical challenges and emotional challenges of women. It discloses the willingness and commitment of mining companies to accommodate women in the workplace to eliminate discrimination and to benefit from the employment of diverse gender groups. Implemented coping strategies lead to changes in working conditions, dealing with and preventing sexual harassment, addressing physical and emotional barriers of women and other challenges to make women in mining work. However, initiatives taken do not necessarily produce the required results due to a lack of follow-up. This report reveals efforts by Kumba Iron Ore to promote mining as an employment of choice and to make mining more attractive to women. It includes the way in which efforts in attracting qualified women supports closing the gap between vacant positions and employment of women in this predominantly male environment. The research report discloses that more efforts are required to make women in mining a reality and that it requires commitment throughout the organisation with the involvement of all stakeholders to overcome these challenges. It reveals the improvement of safety in the mining environment through a specific focus (though a lack of drive still exists), ownership and stakeholder involvement to make women in mining work. A total of 22 men and women in the Kumba Iron Ore broader management team (middle and senior managers from the Mining, Plant, Safety, Human Resources and Supply Chain departments) situated at the production sites in the Northern Cape (Sishen and Kolomela), Limpopo (Thabazimbi) and the head office in Pretoria were interviewed to gather data from their direct experiences on overcoming the challenges of the organisational culture to make the mining environment more attractive and accessible for women. A semi-structured questionnaire was used to collect the information. The data was analysed using a qualitative method and this research report theory emerges from the data obtained from the questionnaires. Proposed future research topics were made.

Thesis (DTh (Practical Theology and Missiology))--University of Stellenbosch, 2004. / ENGLISH ABSTRACT: This dissertation examines racial transition toward heterogeneity in three Seventh-day Adventist congregations in South Africa. This dissertation aims to uncover social factors involved in this change as well as to set forth a theological direction with application to the local faith community. The first section examines recent studies and literature on multiracial congregations, indicating a possible breakdown between theory and practice. Using insights from Kuhn, Gadamer, Habermas, and Geertz, a critical correlational approach is proposed using narrative, community-based praxis, dialectical thinking, and eschatological vision. The theological methods of Groome and Browning are combined to suggest a four-phase approach to practical theological research. The second section undertakes an ethnographic study of three Seventh-day Adventist congregations on the outskirts of Durban, Cape Town and Johannesburg. Congregations are examined through the fourfold lens of history, identity, process and program. All three congregations are then compared and analysed from both an etic and emic perspective. Differences between various racial groups are examined and congregational challenges and resources identified. It is shown that while positive racial attitudes exist, underlying black distrust, white fears and other reconciliation issues need to be addressed. Common challenges include continuing racial change, mission and identity issues, evangelism issues, leadership issues and worship issues. Helpful resources in the congregations include an accepting culture, a common language, strong leadership, members with previous multicultural experience and an attractive worship service. Cultural adaptation is analysed through a psychological model ('W-Model') and a congregational model, both of which indicated tensions between assimilationist and integrationist patterns. The third section critiques the sociological approach through a theological hermeneutic. Hospitality to the stranger is proposed as an alternative narrative for handling transition to diversity, and is compared with existing narratives of difference and unity. The witness of Scripture shows both the need to embrace otherness as well as how central hospitality is to God‘s mode of interaction with His created order. The implications of this embrace are explored in terms of other theological models of identity and otherness, reconciliation, the missio Dei and the kingdom of God. In the final section a model of showing hospitality to the stranger is examined in terms of the following movements: (a) the invitation or welcome, (b) providing the gift, (c) feasting at the table, (d) sharing stories, (e) providing a room, and (f) becoming part of the household. The goal is to show how to grow in intimacy without destroying identity. Tensions in the practice of hospitality to the stranger are examined: risk is balanced against opportunity, identity against otherness; boundaries are worked out in a context of sacrifice. Nevertheless, in spite of these paradoxical tensions, it is seen that in this narrative there is potential for bringing diverse communities together based on an ethic of self-giving and mutual acceptance. / AFRIKAANSE OPSOMMING: Hierdie proefskrif ondersoek die transformasieproses van homogene na heterogene gemeentes ten opsigte van ras in drie Sewendedag Adventiste gemeentes in Suid-Afrika. Die tesis beoog om sosiale faktore wat die transformasieproses beïnvloed te bespreek sowel as om in die verband teologies rigting te gee aan plaaslike geloofsgemeenskappe. Die eerste afdeling ondersoek onlangse studies en literatuur in verband met veelrassige gemeentes en toon 'n moontlike uiteensetting van teorie en praktyk. Deur gebruik te maak van die insig van Kuhn, Gadamer, Habermas, en Geertz word 'n kritiese korrelatiewe benadering voorgestel wat gebruik maak van narratiewe, gemeenskap gebaseerde praxis, dialektiese denke, en eskatologiese visie. Die teologiese metodes van Groome en Browning word gekombineer ten einde 'n vier-fase benadering tot praktiese teologiese navorsing voor te stel. Die tweede afdeling onderneem 'n etnografiese studie van drie Sewendedag Adventiste gemeentes aan die buitewyke van Durban, Kaapstad en Johannesburg. Gemeentes word bestudeer onder die viervoudige lens van geskiedenis, identiteit, proses en program. Al drie die gemeentes word dan vergelyk en ontleed van beide 'n lokale en globale (etic en emic) perspektief. Verskille tussen rasse word ondersoek en gemeenskaplike uitdagings en hulpbronne word geïdentifiseer. Hierdie ondersoek toon aan dat alhoewel positiewe rassehoudings bestaan, onderliggende Swart wantroue, Blanke vrese en ander versoeningskwessies aangespreek behoort te word. Algemene uitdagings sluit die hantering van voordurende verandering, missie- en identiteitsproblematiek, evangelisasie problematiek, leierskap problematiek en aanbiddingsproblematiek in. Nuttige benaderings tot die problematiek behels 'n kultuur van aanvaarding, gemeenskaplike taal, sterk leierskap, lidmate met multikulturele ervaring en besielende eredienste. Kulturele aanpassing word ontleed met behulp van 'n sielkundige model ('W-Model') en 'n gemeentelike model. Beide modelle toon spanning tussen assimilasie- en integrasiepatrone. Die derde afdeling kritiseer die sosiologiese benadering deur middel van 'n teologiese hermeneutiek. Gasvryheid teenoor die vreemdeling word voorgestel as 'n alternatiewe narratief in die plek van bestaande narratiewe van verskil en eenheid om die transisie na diversiteit te verwerk. Die getuienis van die Skrif wys op die noodsaaklikheid om die verskille tussen mense te versoen binne die konteks van God se 'gasvryheid' wat sentraal staan in Sy interaksie met Sy skepping. Die implikasies van hierdie versoening word ondersoek in terme van die aanvullende teologiese modelle van identiteit en andersheid, versoening, die missio Dei en die koninkryk van God. In die laaste afdeling word 'n model van gasvryheid teenoor die vreemdeling ondersoek in terme van die volgende bewegings: (a) uitnodiging of verwelkoming, (b) bereidheid tot opoffering, (c) viering rondom die tafel, (d) deel van verhale, (e) verskaffing van eie ruimtes, f) eenwording van die huishouding. Die doel is om aan te toon hoe om in intimiteit te groei sonder om identiteit prys te gee. Spanning in die praktiese beoefening van gasvryheid teenoor die vreemdeling word ondersoek: risiko moet gebalanseer word met geleentheid, identiteit met verskil en grense word in die konteks van opoffering uitgewerk. Ten spyte van hierdie paradoksale spannings, het die narratief van die vreemdeling en gasvryheid die potensiaal is om diverse gemeenskappe bymekaar te bring deur middel van 'n etiek van opofferende en gemeenskaplike aanvaarding.

M.A. / This study entailed research into the variables that play a significant role in the development of student culture, the specific nature of student culture at RAU and extent of the relationship between student participation in student culture and their work ethic/work orientation. In the qualitative phase of this study a total of 10 in-depth group interviews were conducted with 21 students in order to determine the nature of student culture at RAU. From these interviews certain variables of student culture at the RAU were identified and used to construct a questionnaire that was completed by a representative sample of 1000 students (quantitative phase). The questionnaire consisted of questions on the biographical- and academic background of students, their work ethic/work orientation and various aspects of student culture and -subcultures. By means of factor analysis and item analysis, eight scales were developed. These scales measured the work ethic/work orientation of students, the extent to which students regard academic merit as important, their participation in student culture, their conformation to academic student norms and the extent of their identification with the academic-, occupational-, college- and outside-campus student subcultures. The scales were further analysed in terms of the biographical- and academic background of students, making use of one-way analysis of variance and Scheffe's paired comparisons, Hotelling T2 and t-tests and Pearsons correlation's. Using bundle analysis four student subcultures, namely the active-, passive-, hardworking- and occupational subcultures, were identified at the RAU. These subcultures were also analysed in terms of students' backgrounds making use of crosstabulations with Chi t- tests. It was found that students have a relatively high work ethic/work orientation: The most important factors that bring about a difference in terms of students work ethic/work orientation are gender, the faculty within which students study, the method students use to pay for their studies and the RAUstudent subculture that students belong to.

M. Ed. / We live in an era of technology where people strive for technological precision and higher standards of living. We can describe this as the information era where it is no longer possible to expect from learners to memorise all given information. Apart from that, we live in a multi-cultural society which leads to unique considerations that have to be accommodated. We are faced with a variety of problems such as economic instability, corruption and crime. An allover result of such conditions could cumulate in problems with discipline. The school is only one of the entities in the total process of learning and current changes in the educational system focus on the responsibility to enrich the child with life-long learning habits. Learning opportunities outside schools are encouraged to enhance self-development and learning. This study aims to explore and describe the life-world of the classical principal dancer in order to gain an understanding of what it takes to become a top performer. The qualities that support educational development and self-development will be outlined. An explorative, descriptive, contextual and qualitative study was carried out with the view to obtain insight and understanding with regard to the classical principal dancer's life-world, what it takes to perform and to reach the top. The research is conceptulised and focuses on principal dancers of the South African Ballet Theatre and the Cape Town City Ballet. The phenomenological interviewing method was used as well as the taking of field notes. The interviews were audio taped and then transcribed. The researcher made use of Tesh's method to process the data. Guba's model was applied to ensure trustworthiness of the research.

A dissertation submitted to the Faculty of Arts, University of the Witwatersrand, Johannesburg, in fulfilment of the requirements for the degree or Master of Arts. Johannesburg, February 1995. / This study, based on material excavated at Rose Cottage Cave, presents a new theoretical perspective for our understanding of the southern African archaeological record dated to the Pleistocenel Holocene boundary. Over the past twelve years, : NO contesting models for interpreting the Pleistocene! Holocene boundary have been proposed - it has been described as a period of cultural stasis, on the one hand, or, as exhibiting continuous change, on the other hand. This study departs from the position that this debate is at a theoretical impasse. Through the assumption of a theoretical framework that deals concurrently with cultural representation and social strategy, previously unrecognised aspects of the archaeological record are investigated. t explore the r-ctlve constitutive role of material culture and thus remove the false dichotomy between cultural form and functional expediency. In allowing for the active role of human agency, a model for the interpretation of spatial use is developer, through the incorporation of the informative and constraining role of previous spatial patternings. I recognise that meaning is actively created, and exarnple the spatially and chronolcqlcatlv contingent nature of meaning through the unique perspective that deep sequence archaeological deposit offers. / MT2017

This report is submitted in fulfilment of the requirements for the degree of masters by coursework and research report in the faculty of humanities in the university of Witwatersrand / This thesis explores the different ways that identities are negotiated and renegotiated in different spaces. It intends to unearth the contradictions, tensions and complexities that occur as a result of racialised subjectivities. This study unpacks the socially constructed term "Coconut" and challenges the existing dominant discourses that speak of "Coconuts" as inauthentic Black people who have lost touch with their heritage.What it means to be Black today in South Africa is being contested and there is resistance towards binary and rigid understandings and conceptualizations of blackness. In the intersection of race and class, class is often the silent signifier of distinction and difference post-apartheid but proves to be significant in understanding the different nuanced lived experiences of the Black subject. This thesis is specifically interested in how the inability to comprehend or communicate in an African language further complicates and adds another layer of complexity to not only the lived experiences of Black monolinguals proficient in English only, but also to their personal sense of self. Being a "Coconut" is experienced in conflicted and precarious ways. On the one hand it is experienced with alienation and rejection and in other contexts, it holds significant value and serves as social cultural capital necessary for maneuvering social, political and economic spaces. Key words: Identity, Coconut, Blackness, Class, Cultural capital, Monolinguals, Language, Accent, Racial subjectivity / GR2017

Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2019. / Customer satisfaction is a topic of global interest in higher education and it also forms the backdrop of the research presented in this thesis. This study focuses on the employees (academics and non-academics) in the Faculty of Education at a South African university of technology (UoT) who play a key role in providing the services that their customers receive. The study is underpinned by the understanding that in order for the customer’s experience of service provision to be positive, a healthy relationship between the customer and the service provider is critical. The organization, in this case a higher education institution, has to have a sense of quality culture in order for the service provider to maintain a good relationship with a customer. Quality culture assessment can help to better understand complex organizational culture and its impact on service delivery. Quality culture assessment also helps to direct the implementation of organizational changes for better service delivery structures. The type of quality culture dominant in an organization may positively or negatively affect service quality, employee performance and motivation. As a result, the service delivery experience of the customer may be influenced. Quality culture affects the way in which employees interact with each other and with their customers. This study therefore, presents an inquiry into quality culture within a higher education context with the aim to evaluate quality culture within the Faculty of Education at a UoT using quality management principles (QMPs) as a framework. This study employed QMPs because of their increased effectiveness in enhancing customer satisfaction and improving customer loyalty. The quality management principles are: customer focus, leadership, engagement of people, process approach, improvements, evidence-based decisions and relationship management (ISO 9001, 2015:Online). This study used a quantitative research approach and was designed as a survey case study. Data was collected through a structured questionnaire that was disseminated to all the academic and non-academic staff in the Faculty of Education at the UoT. Statistical Package for Social Sciences (SPSS) software was used as a tool for data analysis. Findings in this study reveal that a safe working environment, communication between employees, communication between management and employees, in addition to good working relationships, may affect service quality in the Faculty of Education at the UoT. This implies that having a healthy working environment in an organization is beneficial for employees in order to perform their duties better and to provide quality services to their customers. In an organization with good quality culture, there is close cooperation between employees which leads to good service quality. If the institution under study is concerned with providing value to customers, it needs to consider improving customer value by formally applying QMPs throughout the organization. QMPs are central to the practice of quality management and service delivery. The findings of this study suggest that quality culture affects service quality in the Faculty of Education at the UoT as some of the quality management principles are lacking. This study recommends that the Faculty of Education have a closer look at improving communication between employees, communication between management and employees, in addition to encouraging good working relationships as well as an enabling environment that allows employees to work efficiently. It is also recommended that quality culture be on the Faculty of Education’s agenda in order to enhance the service delivery experience of customers. The Faculty of Education should support a quality culture environment by providing appropriate structures such as service delivery structures within their organizations. These structures may be needed in order to facilitate, maintain and show commitment of staff members towards a quality culture environment and service delivery. Furthermore, these structures may contribute to quality culture by introducing new shared values and behavioural norms that might facilitate the long-term success and well-being of the organization. It is also recommended that the institution under study formally apply quality management principles throughout the organization for the purpose of improving customer value, customer experience and meeting customer needs.