Thesis (MPA)--Stellenbosch University, 2003. / ENGLISH ABSTRACT: The General Elections of 27 April 1994 lead the country to a new democracy which caused changes in the political-, social- and constitutional domain in South Africa. This brought about new winds of change in the Public Sector too. The South African Police Service (SAPS) is also identified as a component of the Public Sector and this lead to an investigation of service delivery standards which are rendered to local communities by the SAPS. The hypothesis is that personal placement in the SAPS can have an effect on the organisation's service delivery standards. Various concepts were investigated and defined. Methodological considerations and research methods were applied as guidelines to the underlying principles, for possible answers to the research problem. A theoretical base was established as foundation of a practical investigation. Recruitment, selection and personnel placement are discussed with various references to current legislation includes aspects such as affirmative action and the implications it could have on service delivery. A final practical investigation included the distribution of questionnaires to police members and members of the public in the policing areas under discussion. The answers were processed where upon recommendations were made for the improvement of service delivery in the SAPS. Research was completed in the East Metropole, Cape Town to establish what effect personal placement could have on service delivery in the South African Police Service. The specific policing area (referring to the Area East Metropole) is used as a practical case study as if appears that currently personal placement within the SAPS could be implemented more effectively in order to enhance service delivery to all communities in the East Metropole. Due to personal shortages within the SAPS, these communities encounter problems such as increases in crime on a daily basis. The research process was encouraged by problems experienced by members of the SAPS and the public. Although the research outcome cannot be ruled as a success or failure, it was an attempt to focus on the effect that crime have on the lives of members of the SAPS and communities within the Area East Metropole. / AFRIKAANSE OPSOMMING: Die Algemene Verkiesing op 27 April 1994 het die land gelei na 'n nuwe demokrasie wat tot 'n totale verandering op die politieke-, sosiale- en konstitusionele terrein in Suid-Afrika gevolg het. Dit het die geleentheid geskep vir veelvuldige veranderinge in die Openbare Sektor. Hieronder is die Suid-Afrikaanse Polisiediens (SAPD) ook geïdentifiseer en dit het gelei tot 'n ondersoek in die dienslewering standaarde wat die SAPD aan plaaslike gemeenskappe verskaf. Die hipotese is dat personeelplasing in die SAPD 'n effek kan hê op die organisasie se dienslewering standaard. Verskeie konsepte is ondersoek en gedefinieer. Metodologiese oorwegings en navorsingsmetodes is as riglyne toegepas om 'n moontlike antwoord te vind op die navorsingsprobleem. 'n Teoretiese basis is geskep as fondasie vir 'n praktiese ondersoek. Werwing, keuring en personeelplasing word bespreek met verskeie verwysing na huidige wetgewing op aspekte soos regstellende aksie en die impak wat dit op dienslewering kan hê. 'n Finale praktiese ondersoek het die verspreiding van vraelyste onder polisiebeamptes en lede van plaaslike gemeenskappe in die polisiërings area onder bespreking, ingesluit. Die antwoorde is verwerk, waarna aanbevelings gemaak is tot die verbetering van dienslewering in die SAPO. Navorsing is voltooi in die Area Oos-Metropool, Kaapstad om te bepaal watter effek personeelplasing op dienslewering in die Suid-Afrikaanse Polisiediens kon hê. Hierdie spesifieke polisiëringsgebied (verwysend na die Area Oos-Metropool) word as 'n praktiese gevalle studie aangewend aangesien dit wil voorkom dat personeelplasing in die SAPD tans meer effektief geïmplementeer kan word ten einde dienslewering te verbeter aan alle gemeenskappe in die Oos-Metropool. As gevolg van personeel tekorte binne die SAPD ondervind hierdie gemeenskappe 'n toename in misdaad op 'n daaglikse basis. Die navorsingsproses is aangemoedig deur probleme wat deur lede van die SAPD en publiek ondervind word. Alhoewel die navorsingsuitkoms nie as 'n sukses of mislukking uitgeskakel kan word nie, was dit 'n poging om te fokus op die effek wat misdaad op die lewens van die lede van die SAPD en gemeenskappe in die Area Oos-Metropool het.

The purpose of the research was to determine whether measures of ability, personality and behaviour would significantly predict job performance of customer service agents in a South African commercial airline company. The Verbal Interpretation Test (VCC1), Numerical Reasoning Test (NP6.1), Basic Checking Test (CP7.1C), Occupational Personality Questionnaire (OPQ32) and a competency based interview were completed by job applicants. Customer Contact Competency (CCC) scores and a Person Job Match (PJM) score were derived from the OPQ32 and ability measures to ensure job relevance during selection assessment. Job performance statistics in the form of training scores and supervisor ratings (from performance appraisals and criterion questionnaires) were obtained for the sample as criterion data. Correlations revealed statistically significant small to moderate correlations between the predictors and the criterion data / Industrial & Organisational Psychology / M.Com (Industrial & Organisational Psychology)

The purpose of the research was to determine whether measures of ability, personality and behaviour would significantly predict job performance of customer service agents in a South African commercial airline company. The Verbal Interpretation Test (VCC1), Numerical Reasoning Test (NP6.1), Basic Checking Test (CP7.1C), Occupational Personality Questionnaire (OPQ32) and a competency based interview were completed by job applicants. Customer Contact Competency (CCC) scores and a Person Job Match (PJM) score were derived from the OPQ32 and ability measures to ensure job relevance during selection assessment. Job performance statistics in the form of training scores and supervisor ratings (from performance appraisals and criterion questionnaires) were obtained for the sample as criterion data. Correlations revealed statistically significant small to moderate correlations between the predictors and the criterion data / Industrial and Organisational Psychology / M.Com. (Industrial & Organisational Psychology)