Summaries in Afrikaans and English / Text in Afrikaans / Die studie is ondemeem om empiries vas te stel wat die aard en omvang van Totale Kwaliteitbestuur as 'n interne organisatoriese reeling vir personeel in die Toetsvliegen Ontwil<kelingsentrum in die Suid-Afrikaanse Lugmag is en om terselfdertyd te bepaal of die gesindheid van die personeel van die Toetsvlieg- en Ontwikkelingsentrum jeens Totale Kwaliteitbestuur positief is en of hulle van mening is dat die toepassing van Totale Kwaliteitbestuur vir hulle aanvaarbaar is. Ondersteunend tot die empiriese ondersoek is ook 'n teoretiese studie gedoen om Totale Kwaliteitbestuur binne die konteks van die organisasieteorie te beskryf, om 'n toepaslike definisie vir Totale KwaHteitbestuur vir hierdie stuc:tie te bepaal en om die Totale Kwaliteitbestuursdimensies vanuit die literatuur te bestudeer en die dimensies in 'n model te integreer wat gebruik kan word om verbeterde werkverrigting by die Toetsvlieg- en Ontwikkelingsentrum te bepaal. Daar is ook aandag gegee aan die proses van Totale Kwaliteitbestuur en organisatoriese reelings vir die vestiging daarvan in die Toetsvlieg- en Ontwikkelingsentrum om sodoende die konteks van die studie te beklemtoon. / The study was to determine empirically the nature and extent of Total Quality Management as an internal organisational arrangement for personnel at the Test Flight and Development Centre in the South African Air Force, while at the same time determining whether the attitude of the personnel of the Test Flight and Development Centre found the application of Total Quality Management positive and acceptable. A theoretical study was done in support of the empirical study to describe Total Quality Management within the context of the organisational theory, to find an appropriate definition for Total Quality Management for this study, to study Total Quality Management dimensions from the literature, and to integrate these dimensions into a model that can be used to determine improved performance at the Test Flight and Development Centre. The process used for the implementation of Total Quality Management at the Test Flight and Development Centre were also studied. / Public Administration / M. Admin. (Public Administration)

The study has been made in association with a facility management company where the service delivery to a specific customer has been studied. The purpose of the study is to map the main factors that makes both the customer, and the employees that work in the delivery process, satisfied in order to get the rating for customer and employee satisfaction up. The purpose of the study is also to map which improvements that can be made to get the rating for customer and employee satisfaction up. The data for the study has been collected through semi- structured interviews with both customers and employees. The results of the study shows that the customer is not satisfied with the current delivery in spite of an increase in satisfaction over the past six month. The employees is currently shown to be satisfied but talks about an increase in satisfaction over time. The results shows that the customers and employees is aware of possible improvements in the delivery process. The report includes theory of customer and employee satisfaction and change- and quality management. Conclusions show that customers seems to be affected by seven different factors in case of their satisfaction where reliability is the most important one. The employees seems to be affected by five different factors in case of their satisfaction, for example fundamental rights and communication. The conclusions also show that there is a gap between the customer's expectations and the offer received and that improvements made by the customers and employees can be of value to the company. / Studien har genomförts på ett Facility Management företag med fokus på affärsenheten för  fastighet. Facility Management, förkortat FM, innebär att företaget bistår med den strategiska ledningen av resurser och tjänster som krävs för att en byggnad eller fastighet ska fungera effektivt. Studien berör servicekvaliteten i en serviceleverans till en specifik kund som äger och förvaltar fastigheter för bland annat utbildning och vård. Anledningen till att studien genomförts är då ett missnöje har konstaterats hos såväl kund som medarbetare i den studerade leveransen utifrån företagets kund- och medarbetarundersökning år 2018. Undersökningen visade störst behov av förbättring inom området Servicekvalité för att öka kund- och medarbetarnöjdheten i leveransen. Syftet med studien blev därför att undersöka vilka huvudsakliga faktorer som ligger till grund för kunders och medarbetares nöjdhet i en serviceleverans samt vilka förändringar som kan göras för att förbättra kund- och medarbetarnöjdheten. Rapporten är en fallstudie som består av kvalitativ primär data. Data samlas in med hjälp av semistrukturerade intervjuer hos det undersökta företaget samt hos företagets kund. Studiens resultat visar att kunden inte är helt nöjd med leveransen, trots en ökad nöjdhet de senaste sex månaderna. Företagets medarbetare visar också ökad nöjdhet över tid och anger att de anser sig själva nöjda med arbetssituationen i nuläget. Resultatet visar att både kund och medarbetare har förslag på hur leveransen kan förbättras för att öka nöjdheten både både för kund och medarbetare utöver de förbättringar som hittills har gjorts i leveransen. Kunden ger förslag både på vad företaget kan erbjuda men även vad de själva kan göra för att uppnå nöjdhet. Medarbetarna ger förslag på åtgärder som skulle förbättra deras vardags samt förbättringar som de anger skulle hjälpa dem att leverera en högre servicekvalitet. Studiens resultat har stöttats av teorier samt tidigare forskning om kund- och medarbetarnöjdhet samt förbättringsarbete, däribland Grönroos modell för tjänstekvalitet, Kano- kundmodell samt Gap-modellen. Studiens slutsatser är att kunders nöjdhet påverkas av sju olika faktorer där kunden värdesätter tillförlitlighet och pålitlighet högst av faktorerna medan faktorn omgivning är den minst viktiga för kunden för att känna nöjdhet. Studien visar även att medarbetares nöjdhet påverkas av fem olika faktorer vilka är: grundläggande rättigheter, kommunikation, uppskattning, sammanhållning samt utveckling. Studiens slutsats är även att servickvaliteten har gap mellan kundens förväntningar och det erhållna erbjudandet där kundens och medarbetarnas konkreta förslag till förbättring kan hjälpa företaget att förbättra både kund- och medarbetarnöjdhet.

Employee absenteeism results in annual productivity losses of approximately $74 billion and reduced profits for some retail stores. The purpose of this single case study was to explore the strategies used to minimize absenteeism and increase productivity outcomes for organizational effectiveness at a retail store in northwest Florida. The targeted population included managers who had success with minimizing absenteeism and enhancing productivity in the retail store. Herzberg's 2-factor theory was the conceptual framework, and semistructured interviews with 5 participants were the primary data collection technique. The secondary data sources included employee absence data and gross profit reports for 3 years (2014 through 2016), publicly displayed goal charts, and the absence policy that employees sign to document receipt and understanding of the policy. Methodological triangulation was established by analyzing and comparing data from the semistructured interviews with the company documents. Based on the NVivo coding tool used to identify word frequencies and thematic analysis, 3 primary themes emerged: leadership support and comradery, effective communication, and competitive compensation. The implications for social change included the potential to provide retail managers with the tools needed to decrease absenteeism, enhance productivity, increase organizational effectiveness, increase profitability in retail stores, and develop quality customer service to improve living conditions.

Virtual team leaders in health care must have the right resources available to help them effectively perform their jobs. Better performance from the leader may lead to greater employee satisfaction. The problem addressed by this study was the impact of leadership style on employee satisfaction of virtual nurses. The purpose of this quantitative correlational study was to investigate the relationship between the leadership styles of virtual nursing environment leaders as perceived by virtual employee nurses and the nurses' satisfaction as measured by the Multifactor Leadership Questionnaire-short form. Building on the theoretical foundation of Bass's 1990 work, this study examined the relationship between full range leadership and three measures linked to team success, work effort, perceived leader effectiveness, and employee satisfaction, for virtual teams. Populations came from national organizations that hire registered nurses to work remotely. The sampling strategy was a nonprobability convenience sample of 131 registered nurses. Data analysis included both descriptive and inferential statistics. Correlations were used to predict the relationship of the dependent and independent variables. There were strong positive correlations with transformational leadership and transactional leadership contingent reward with employee satisfaction, while passive/avoidant leadership correlations were negative with employee satisfaction. The potential significance of this study is a better understanding of how leadership in a virtual nursing environment can affect employee satisfaction, which can have a positive effect on job performance and employee retention, potentially leading to improved health care services and reduced health care costs.

Meeting deadlines is an important aspect of every employee’s role within an organization because the ability to meet deadlines is one of the key performance areas that employees are measured against during their performance reviews. This study will focus on those factors that contribute to employees meeting or missing their business deadlines. The factors discussed in this study are employee loyalty, job satisfaction, employee satisfaction and confidence. South Africa is a controlled-time culture, and adherence to schedules is important and expected. In South Africa, missing a deadline is a sign of inefficiency and poor management and can have an impact on people’s confidence. Successful management will depend on the ability of individuals in the team, being able to meet deadlines. In this study, the target population consisted of fifty employees, in various positions, based in the city of Durban. The questionnaires were distributed via email and some were self-administered. The quantitative method was used to gather and analyse the data. The findings of this study reveal that employee satisfaction, job satisfaction, employee loyalty and confidence all contribute towards employees meeting business deadlines. Robbins (2009) states that numerous studies have shown that satisfied employees are highly motivated, have high morale at work and work more effectively and efficiently. These employees are also more committed to continuous improvement and to quality. The recommendation will be that managers or employers must schedule dates by which specific tasks or projects must be completed and they should keep to the schedule to avoid procrastination. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2011.

Summaries in Afrikaans and English / Text in Afrikaans / Die studie is ondemeem om empiries vas te stel wat die aard en omvang van Totale Kwaliteitbestuur as 'n interne organisatoriese reeling vir personeel in die Toetsvliegen Ontwil<kelingsentrum in die Suid-Afrikaanse Lugmag is en om terselfdertyd te bepaal of die gesindheid van die personeel van die Toetsvlieg- en Ontwikkelingsentrum jeens Totale Kwaliteitbestuur positief is en of hulle van mening is dat die toepassing van Totale Kwaliteitbestuur vir hulle aanvaarbaar is. Ondersteunend tot die empiriese ondersoek is ook 'n teoretiese studie gedoen om Totale Kwaliteitbestuur binne die konteks van die organisasieteorie te beskryf, om 'n toepaslike definisie vir Totale KwaHteitbestuur vir hierdie stuc:tie te bepaal en om die Totale Kwaliteitbestuursdimensies vanuit die literatuur te bestudeer en die dimensies in 'n model te integreer wat gebruik kan word om verbeterde werkverrigting by die Toetsvlieg- en Ontwikkelingsentrum te bepaal. Daar is ook aandag gegee aan die proses van Totale Kwaliteitbestuur en organisatoriese reelings vir die vestiging daarvan in die Toetsvlieg- en Ontwikkelingsentrum om sodoende die konteks van die studie te beklemtoon. / The study was to determine empirically the nature and extent of Total Quality Management as an internal organisational arrangement for personnel at the Test Flight and Development Centre in the South African Air Force, while at the same time determining whether the attitude of the personnel of the Test Flight and Development Centre found the application of Total Quality Management positive and acceptable. A theoretical study was done in support of the empirical study to describe Total Quality Management within the context of the organisational theory, to find an appropriate definition for Total Quality Management for this study, to study Total Quality Management dimensions from the literature, and to integrate these dimensions into a model that can be used to determine improved performance at the Test Flight and Development Centre. The process used for the implementation of Total Quality Management at the Test Flight and Development Centre were also studied. / Public Administration and Management / M. Admin. (Public Administration)

This diploma thesis concentrates on relationship between employee satisfaction and usage of new methods in Human Resources Management, particularly coaching and talent management. As employee satisfaction becomes one of the most important sources of influence on company's performance, it is also discussed in the theoretical background the relationship between employee satisfaction and company performance. The goal of the thesis is to find relationship between usage of new HRM methods (coaching and talent management) and employee satisfaction. The thesis has four chapters. First two chapters "Measurement Systems in an Organization" and "Methods in HR Management" set a theoretical background for the research. The third chapter concentrates on the research itself: employees of five Russian companies both with and without coaching and talent management, are tested. In the last chapter are compared research outcomes and theoretical approach, as well as, recommendations are given.

Main focus of this thesis is offering suggestions for improving actual motivation system of the selected company. The suggestions were based on analysis of the current state and the main focus was on correting flaws, which are present in the current system.

This diploma thesis is focused on the fluctuation of employees of the finance department in a selected company. The first part is devoted to the issue of employee’s fluctuation and human resources management related to this topic. Theoretical knowledge is used in the next phase to analyze and evaluate the situation in the selected company. Finally, solutions will be proposed that will reduce fluctuations in society.

The diploma thesis is focused on motivation and remuneration of employees in the company Zemědělsko obchodní družstvo Zalší. The theoretical parts explain the basic concepts related to the issue. In the practical part of the thesis the company is introduced and trough employee survey analyzed the current way of motivation and remuneration. Based on results, at the end of the thesis there will be presented proposals and recommendations that could help to an improvement in the current situation and to increasing employee satisfaction.