In today's globalised market, quality and productivity are essential for the survival and growth of any organisation. For service companies, the encounters between customers and company employees are a critical component of this service quality. These factors depend on the successful attraction and retention of customers. The customer has therefore become the focus for any successful business. Business success depends on organisat ions understanding and meeting customers ' expectations and demands. This study measures the dimensions of service encounters as perceived by customers of Vodacom Lesotho. The current level of service encounter quality and satisfact ion is measured for Vodacom Lesotho customers who use the company's contact centres (popularly known as Vodashops). The study reveals that customers are very keen to be involved in service improvement programs . Empirical testing identified that although the quality of network coverage is not part of the service encounter, it is very important in the customer satisfaction with the service encounter . This study has developed the following recommendations that will ensure the improvement of service encounters at Vodacom Lesotho: • Vodacom Lesotho needs to involve customers in their service design processes . • Front-line employees should be hired on their abilities to perform customer service encounters and they should continuously receive relevant training . • Customers need to be educated about the services offered by Vodacom Lesotho. The results of this study have supported the objectives of this study and it can be concluded that Vodacom Lesotho needs to improve service quality to ensure customer satisfaction . / Thesis (MBA)-University of Natal, 2003.

Change is the single most important element of successful business management today. To remain competitive in increasingly aggressive, competitive and dynamic markets, organizations have to adopt a positive attitude to change. Ignoring or trivializing changing trends can be very costly. The best organizations are the trendsetters that monitor the environment, embrace the need for change and effectively lead change in order to survive. Effective management of change is, therefore, of great importance if organizations are to stay ahead of rivals and attain a sustainable competitive edge in the industry (Heller, 1998). The main focus of this dissertation is to evaluate the management of transformational change at the National University of Lesotho (NUL), with the intention of formulating management of change strategies that NUL can adopt for the successful implementation of its strategic transformational change process. The text further explicates the correlation between leadership, change and the management of change within the context of NUL's ongoing transformational change process. A case study approach has been used to conduct the research. The report has been divided into five chapters. Chapter One provides the background to the study as well as the research methodology that has been employed to conduct the study. It further provides a brief outline of the structure of the dissertation. Chapter Two describes the theoretical framework of the change process, management of change and implications of different leadership traits on the management of transformation change in transforming organizations. The theoretical framework forms the foundation on which the study has been based and also provides guidelines and benchmarks of the management of change strategies that NUL can use for the successful implementation of its strategic transformational change process. At the end of Chapter Two, a case analysis model has been developed to conduct the case analysis in Chapter Four. In Chapter Three, a brief overview of an evolutionary background to the study problem is provided. The chapter also provides a critical analysis NUL's strategic transformational change process. Chapter Four offers an evaluation of NUL's strategic transformational change process. The discussion is based on the case study change model developed at the end of Chapter Two. It also highlights on the strengths and weakness of the NUL's change process. Lastly, in Chapter Five, recommendations emanating from the analysis conducted in Chapter Four, are outlined as suggestions what NUL can do and things that it should avoid doing if it is to achieve the objectives and goals of its transformational change successfully. Moreover, the chapter concludes the dissertation by providing a summary of the entire case study and maps the way forward for NUL to meet its strategic objectives and goals, as well as achieve a successful transformational change process with long-term strategic development. / Thesis (MBA)-University of Natal, Durban, 2003.

The purpose of the study is to investigate the transfer of training in the Central Bank of Lesotho. To guide this study, the following questions were formulated and answered: .:. How do managers assess transfer of training in the Central Bank of Lesotho? .:. What is the extent of transfer of training in the bank? .:. What are the reasons behind lack of transfer of training, if it exists in the bank? .:. What can be done to promote transfer of training in the bank? The research method that was used in this study was the survey method, which aims at gathering data about large numbers of people. Questionnaires were used to elicit answers to these questions and were given to the management of the Central Bank of Lesotho, as well as to the employees who have undergone training. This company was chosen because the researcher has worked there for seven years and understands how it operates. The study found that behavioural performance appraisal is used by Central Bank of Lesotho management to assess transfer of training and that a high percentage of training is transferred immediately after training, when trainees are still excited about what they have learned. It was concluded that there are barriers to transfer of training such as lack of management and co-worker support, lack of resources after training, lack of motivation and many others. On the basis of these findings and conclusions, it was recommended that Performance Appraisal should not only be carried out by managers, but colleagues also have to assess an individual. Follow-up training and management support were encouraged, to motivate trainees to apply what they have learned. / Thesis (M.Bus.Ad.)-University of KwaZulu-Natal, Pietermaritzburg, 2004.

The central argument in the thesis is that lack of professionalism within the military establishment was the leading factor for coups in the politics of Lesotho. Other sources of military involvement in the politics of Lesotho include the following: Firstly, the rivalries for power within the military establishment and between the military and the ruling government. Secondly, the desire of the military to transform the country from political and economic decay by the civilian government and the leadership of the military. Thirdly, the involvement of foreign states and organizations such as the Republic of South Africa (R. S. A), Zimbabwe, Botswana, countries of the Eastern bloc, Nigeria, India, China, the United States of America (U. S. A) the Southern African Development Community (S. A D. C.), the United Nations Development Programme (U. N. D. P.) and the Commonwealth in the internal affairs of the country thus preventing or motivating coups in Lesotho. Finally, the failure of the civilian governments to demobilize the civil society at large and the military which were war-oriented during the Basotho National Party (B. N. P.) and military dictatorships respectively (1970-1986 and 1986-1993). Although the struggle for power among the political elites in Lesotho dates as far back as the country's independence in 1966, the military was never affected by these politics until its indoctrination into politics by the BNP government after the 1970 general elections. Because of the politicization of the military, recruitment and promotions within the military were determined/influenced by politicians. Another criterion for entry of the military officers into the armed forces and their upward mobility was nepotism. This motivated the officers who were sidelined during the process to rebel against the ruling government and the leadership of the military. As a result, the political and economic institutions of Lesotho were weakened and unstable as the resources of the country were spent on military weaponry, setting up militias and rewarding the soldiers who were loyal to authoritarian rule in Lesotho. Simultaneously, the country experienced low levels of economic productivity as national resources were misappropriated, embezzled and used for personal enrichment by both the BNP and the military junta. Similarly, when the civilian government came to power in 1993, it was interested in power consolidation. This motivated similar demands by the military due to the political influence by opposition parties that were hungry for power. With the transition of the country to democratic rule in 1993, the civilian government was faced with the problem not of its own making. It had to deal with the military which was heavily armed and deeply divided along political lines. As a result, it was impossible for the civilian regime to control and transform the institution to adjust to the principle of neutrality of the soldier in a democratic dispensation. Consequently, the Basotho people in general and their democratic governments, namely the Basotho Congress Party (B. C. P.) and the Lesotho Congress for Democracy (L. C. D.) had never enjoyed the fruits of civilian rule. Since 1993, the military had the capacity Ipower to intervene against a civilian regime. Therefore, it became a major source of instability in Lesotho. For example, the junior military officers were actively involved in the 1998 political crisis. / Thesis (M.A.)-University of KwaZulu-Natal, Durban, 2005.

The aim of this study was to find out the academic and social experience of Lesotho students who studied at institutions of higher in the Western Cape between 1990-1997.

Extant literature on academic identities claims that academic identities not only represent academics’ subjectively construed understandings of who they are but they also derive from roles, statuses, membership in disciplinary communities and characteristics that make academics unique individuals. Even so, research focusing exclusively on academic identities is unprecedented in the Lesotho higher education (HE) sector; therefore, this study describes how narratives of experiences and meanings attached to being an academic relate to the construction of academic identities at the National University of Lesotho (NUL). How do reflexive interpretations of cultural expectations tied to membership in disciplinary communities influence the negotiation of academic identities and work behaviour of academic staff? How do descriptions of the (mis)alignment between job facets, individual values and expectations influence the meaningfulness and fulfilment for academics’ professional self-concepts? How do stories of internalised meanings of involvement and symbolic identification with NUL influence academic identity trajectories? Being interpretive in nature, this study used narrative interviews to collect data from a sample of thirty-one academics from NUL. The findings revealed that ‘who’ an academic is derives from meanings of ‘lived experiences’ of work enjoyment, applicability, exploitation, facilitation, multitasking, prestige and burnout. The findings also showed that academic identities were negotiated by reflexively interpreting the cultural expectation of ‘finishing work on time’ through work behaviours such as managing time, working overtime, self-motivation, underperforming, balancing roles and seeking work assistance. The participants’ narratives also revealed that the fulfilment for academics’ professional self-concepts derived from autonomy, accomplishments, learning, interdependencies, work environment, students’ attitudes and recognition. Lastly, the study showed that participants’ academic identity trajectories were influenced by altruism, passion, options, disillusions and relations. Overall, the ‘narratives of experience’ reiterated that academic identities at NUL were contextualised constructs of ‘work experiences’, ‘membership in communities’, ‘job attitudes’ and ‘self -discovery,’ based on the self as a unique individual, a group member and a role holder. Consistent with the interactionist perspective, academic identities at NUL represent structurally, culturally and institutionally located stories of experiences and meanings derived from the work situation, the setting and social relationships that academics participate in daily at NUL. / Sociology / D. Phil. (Sociology)

Health Studies / D.Litt. et Phil. (Nursing Sciences)

Lesotho is faced with massive problems relating to the environment and landuse planning. The main concern is land degradation and soil erosion. The problems which have been identified are legislative and socio-economic. The social and economic make-up of the country makes it a difficult task to redress the identified problems. Lesotho has ample laws which addresses the environment and proper land-use planning but there is evident lack of implementation and law enforcement. A decisive government policy which recognise the importance of according environmental issues the highest priority is needed. This will facilitate proper implementation. / Private Law / LL.M.

Text in English / Biodiversity is a fundamental characteristic of life on Earth and encompasses the whole range of variation in living organisms. Lesotho has been subjected to tremendous biodiversity change over the last two centuries, primarily due to socio-economic activities. A number of socio-economic factors have contributed to the loss of biodiversity. However, worldwide experience has shown that, the consequences emanating from loss of biodiversity are sometimes irreversible as some species are threatened by extinction. The study aimed at exploring the impacts of socio-economic activities that result in loss of large game animals, predators and indigenous plants species in Lesotho. To serve this objective, both quantitative and qualitative research methodologies were used to collect data. Quantitative research method was used in pre-post tests whilst qualitative research method was used in interviews and focus group discussions to collect data. The finding and results of the study show that, impacts of human vectors such as immigration, migration, settlement, economic and recreation activities in Lesotho have the impacts to the loss of large game animals, predators and indigenous plants. It is imperative therefore, for Lesotho to find ways to establish more parks and botanic gardens that could offer opportunities for re-introduction of species in Lesotho, thus, adding value to the existing parks. / Environmental Sciences / M. Sc. (Environmental Management)

Adherence to long-term medications has remained a problem among adolescents worldwide. Antiretroviral therapy adherence is a wide-reaching challenge among HIV positive adolescents. The aim of this study is to explore and describe poor ART adherence among HIV positive adolescents in Maseru: influential factors and the need of social work support. Qualitative approach was used, following an explorative, descriptive and contextual research design. The research was conducted at BCMCOE Lesotho. Data was collected by using semi-structured in-depth interviews and purposive sampling was applied to select a sample of adolescents who are HIV positive and who have poor adherence to ART. Data was analysed according to the framework provided by Tesch (in Creswell 2003). Guba’s model (in Krefting 1991) was employed for data verification. Conclusions were drawn and recommendations were made about factors influencing adherence of adolescents to ART and support needed from social workers. / Social Work / M.A.(S.S.)