D.Phil. / In spite of developments in the field of Human Resource Development (HRD field) with regard to the development of human resources, the HRD field has no universally accepted evaluation paradigm that could be utilised for evaluating the impact of HRD interventions. This unsatisfactory state of evaluation was brought about, firstly, by the prevailing dominance of the Kirkpatrick approach (1994) towards evaluation and, secondly, by the absence of empirically-tested evaluation models. Although the Kirkpatrick approach to evaluation establishes a logical frame of reference for evaluation, this approach could be considered controversial and restrictive. Furthermore, the taxonomic nature of the Kirkpatrick approach provides limited prospects for explaining the contribution and impact HRD interventions could have on enhanced organisational effectiveness. Consequently, a need exists for an innovative HRD evaluation paradigm that offers satisfactory exposition possibilities with regard to the effectiveness of interventions. Furthermore, the Human Resource Development field is characterised by a lack of terminological congruence particularly with regard to such concepts as evaluation, Human Resource Development and organisational effectiveness. In order to overcome the problem, concepts that are applicable to the study in question, were defined and a few objectives that could be achieved by means of evaluation were explained/highlighted. From further analysis of a variety of evaluation approaches propounded in literature it appears that the conceptualisation of evaluation areas such as reaction, learning and performance could be considered problematic. Furthermore, these evaluation approaches focus mainly on evaluating the impact of a few interventions without determining the contribution of most interventions for enhanced organisational effectiveness. Bearing relation to the aforementioned, important variables that occur on individual, group and organisational levels, and that influence the effectiveness of an intervention, are not considered. The aforementioned, therefore, does not indicate that the evaluation approaches followed could be considered as faulty, but instead that these approaches could be regarded as incomplete. Against the above background, an Evaluation Model has been formulated that could overcome evaluation problems. The model includes five major factors, namely individual, group and organisational factors, the learning environment and the components of the training cycle. It has been hypothesised that these factors mutually interact with each other and transform HRD inputs into specific outputs. These elements also serve as outputs of the HRD function and it has been argued that the factors could be considered as indicative of effective HRD iniatives. The elements of the transformational process serve as one of three key evaluation areas, of which the other two evaluation areas are organisational effectiveness and external factors. The proposed evaluation approach thus pays attention to the impact and interaction between the different elements, the point of departure being that effective transformation (that is, processing HRD inputs to outputs) would only be possible if full functional discharge occurs in all the elements.

This study examines the perceptions of the employees of Peoples Bank towards Performance Management. The subjects were 190 non-managers and 46 managers selected from Peoples Bank branches nationally, and from Head Office. All 236 of the voluntary participants completed a mixed-model questionnaire requiring qualitative and quantitative data, where the quantitative data was measured using a Likert Scale. The approach taken to make sense of the data involved the use of descriptive statistics. From the responses received, histograms were prepared reflecting the respondents' views in relation to each question. There is a strong correlation between what the various experts say should be included in a Performance Management System and what the employees of Peoples Bank want included. It is conclusive that employees want a system that is fair and objective; they want to be given regular feedback on their performance; they want to be appraised on measurable criteria and they want to have a say in setting their performance goals. They also want to be trained and developed and, finally, they want to be rewarded in accordance with their performance. The implication is that Peoples Bank will need to re-visit its current Performance Management System to ensure that due consideration is given to employee views for the system to achieve its objectives whilst maintaining its credibility. / Thesis (MBA)-University of Natal, Durban, 2003.

Fraud and corruption cost South Africa billions of rand yearly. Institutions of higher learning are no less vulnerable to fraud and corruption than other organisations, but are also subject to risks that are unique to academia. The Public Finance Management Act. No.1 of 1999 requires Public entities including the councils (university or college controlling body) of public institutions of higher learning to adopt enterprise risk management, which includes a fraud and corruption risk management policy and procedures. The function of the fraud and corruption policy is to provide an objective strategy to prevent, detect and investigate any possible irregularity in order to prevent further loss in line with Corporate Governance requirements. The anti-fraud and corruption strategy measures include setting the appropriate tone by management of the institution, being proactive (fraud risk assessments), and being reactive (reporting process, investigation and taking appropriate action). The actions include disciplinary action and criminal or civil proceedings in order to recover assets lost. The procedures address the implementation of the policy. This research focused on identifying the relevant issues that could be included in the formulation of fraud and corruption risk management policies and procedures for institutions of higher learning. The research was conducted using a qualitative methodology consisting of a document analysis and interviews. It was found that, out of eleven institutions of higher learning investigated only one institution meets the criteria set out in the framework developed in the research as an assessment tool. The other institutions involved in the research did not have fraud and corruption risk management policies or procedures and therefore did not comply with the Public Finance Management Act.

Midst contextual themes of new technologies and globalisation, South African organisations are challenged to attract, develop and retain suitable skills in a labour market that will continue to suffer shortages. The HR function of today is required to partner with organisations at a strategic level in response to this challenge. Successful organisations understand that transforming the HR function require regular in-depth analyses of its effectiveness. The study aimed to assess the effectiveness of an HR function operating in a public utility, against current trends in HR transition. Different evaluation methodologies are explored to develop a theoretical evaluation model for the effectiveness of a HR function. The results confirmed that the HR function is not effective in its role as strategic partner, and highlights significant differences in perception between the stakeholders and the HR function regarding its effectiveness. Recommendations were made on future transformation actions for the specific HR function. / Industrial & Organisational Psychology / M.A. (Industrial Psychology)

Submitted in fulfillment for the requirements of the Masters Degree: Human Resources Management, Durban University of Technology, 2012. / Project Management for many years have been conducted using a traditional model with the focus being on time, cost and quality and its overall success on managing the organizations more effectively. Organisations are moving towards the use of a more modernistic approach where the focus is being extended to include cost, time, quality and linked to the strategic objectives, reward and recognition systems and building teams. The goals of the project must be communicated to all those who are involved in its implementation in order to ensure project success. Project managers who get people to want to do what they want by sharing their purpose, vision, and values also establish emotional and intellectual ties that result in sustained commitment. As the demand for project management increases, so does the use of tools and techniques. Project management offers a very structured approach to managing projects. The success of a project will be determined on the ability of the project manager to plan and develop a project, to implement, monitor and control and evaluate the project progress. DUT is faced with situation where there is an enormous demand by staff to participate in project management training. Many of these staff are directly involved in project management whilst others have requested this training as part of their capacity building drive. This study examines the perception of staff members who have attended the project management training with a view to making recommendations on how to improve project management at DUT. It also demonstrates the evaluation of the facilitator, the course content as well as the project management’s relatedness to the demographic profile of the University sample and presents and presents the perceptions of the respondents to the questionnaire. The method of research was largely quantitative and enabled comparison to be quantified. A self-administered closed-response questionnaire was adapted and used to obtain the information required. The study further investigated the staff members’ perception on project failure in respect of lack of user involvement, long timescales, failure to track the progress of projects, no formal change control, inadequately training project managers, poor leadership, cultural misalignment, poor planning and inadequate tracking and reporting. The dissertation makes recommendations on the project management course programme and the critical role of the project manager and the project team.

Thesis (MBA (Business Management))--Stellenbosch University, 2008. / ENGLISH ABSTRACT: The aim of this paper was to prove the contribution of the Works Order Close-Out Meeting process at Nampak Flexible Ndabeni, through the development of a Close-Out Meeting contribution evaluation model. Although the value of the Close-Out Meeting process is intuitively understood, a formal measurement would underscore the importance of the process. Using a funnel-based analysis, a total of 63 Close-Out Meeting findings was identified for formal benefit review and were categorised into five finding groups. For each of these five groups a contribution measurement methodology was developed. The methodology was rooted in sound management and ERP theory and then applied to the findings in each group. The following key groups were identified and discussed: Incorrect standards. The importance of correct standards was shown, and the potential misstatement due to incorrect standards was quantified. The analysis showed that effective, ongoing variance review can identify errors in standards and that changes can be initiated and authorised in a short timeframe. ERP process review. Findings that specifically addressed lack of proper process were reviewed and real benefit was calculated for three categories, namely information misstatement, risk mitigation and productivity gains. Formulas were developed and applied for the benefit calculation. The analysis showed it is dangerous to assume that processes are cast in stone or fundamentally sound, and that the Close-Out review process not only identifies deficiency of these processes, but initiates corrective action. Shop floor process review. The investigation into findings that addressed process conformance showed that in most cases the process breakdowns related to the accuracy of information captured into the ERP. The impact of poor information, process non-conformance and corrective action was clearly shown. Actions to improve performance. Targeted actions to improve production performance were subdivided into actions that improved productivity and actions that reduced the risk of recurrence of a negative event. Benefits were calculated using established methods, and in both cases the benefit was substantial. Business decision confirmation. The Close-Out Meeting sometimes forced analysis that did not lead to action but to a better understanding of the business reality. What was shown is that the ability to identify, list and analyse findings of this nature added value. By expanding the benefit analysis beyond a simplistic implementation of corrective action, the scope of benefits was increased. The study achieved several objectives. The analysis showed that corrective actions taken by management have a scientific base and that the implementation of corrective actions delivered real business value. This allowed the business to place the Close-Out Meetings in the correct context, as the business could conclude that Close-Out Meetings were fundamental to its continued success. From a theoretical point of view the body of knowledge around Close-Out Meetings was expanded, while the results also supported the Nampak ERP value case. Close-Out Meetings at Nampak Flexible delivered clear, measurable benefits when discussion points were converted to actions that were acted upon by the business. The value was of such a nature to confirm the importance of Close-Out Meetings as a component of good ERP-manufacturing practice. / AFRIKAANSE OPSOMMING: Die doel van hierdie werkstuk was om die bydrae van die "Works Order Close-Out Meeting" proses by Nampak Flexible Ndabeni te bewys met behulp van 'n "Close-Out Meeting" evaluasiemodel. Alhoewel die waarde van die "Close-Out Meeting"-proses intuitief aanvaar word, aksentueer die ontwikkeling van 'n formele maatstaf die belangrikheid van die proses. 'n Evaluasieproses het 'n totaa1 van 63 bevindinge opgelewer vir analise. Die bevindinge is ingedeel in vyf groeperings en vir elke groepering is 'n ste1 maatstawwe ontwikkel ten einde die bydrae van die bevindinge te meet. Hierdie maatstawwe was gebaseer op bestaande, aanvaarde ERP- en bestuursteorie. Die volgende vyf groepe was geidentifiseer en bespreek. Foutiewe standaarde. Die belangrikheid van akkurate standaarde in die stelsel is bewys, en die skaal van informasiefoute as gevolg van verkeerde standaarde is gekwantifiseer. Daar is bewys dat effektiewe, voortdurende variasie-analise foute kan identifiseer en dat die nodige korrektiewe aksie vinnig implementeerbaar is. ERP-proses. Bevindinge wat voortspruit uit swak prosesse is geidentifiseer en die waarde van die korrektiewe aksie is op drie vlakke geanaliseer, naamlik informasiefoute, risikobeheer en produktiwiteitsverbetering. Formules is ontwikkel en toegepas om die waarde van die korrektiewe aksie te bepaal. Daar is bewys dat dit gevaarlik is om aan te neem dat besigheidsprosesse fundamenteel korrek is, en dat die "Close-Out Review"-proses nie net foutiewe prosesse uitgewys het nie, maar ook die nodige korrektiewe aksie gedryf het. Fabrieksvloerproses. Die ondersoek na bevindinge wat prosesafwykings uitgewys het, het aangedui dat afwykings meestal voorgekom het as gevolg van foutiewe informasie in die ERP-stelsel. Die impak van foutiewe informasie, prosesafwykings en inisiatiewe om die akkuraatheid van informasie te verbeter is duidelik gewys. Produksieverbetering. Bevindinge wat gelei het tot inisiatiewe om produksie te verbeter is verdeel tussen produktiwiteitsverbetering en risikobeheer. Die waarde van die inisiatiewe is bereken met die gebruik van ontwikkelde metodes en in beide gevalle was die resultate baie positief. Ondersteuning by besluitneming. Die "Close-Out Meeting"-proses het somtyds gely tot analise wat nie aanieiding gegee het tot korrektiewe aksie nie, maar wel daartoe gelei het dat bestuur se begrip van besigheidsrealiteit verbeter het. Daar is bewys dat 'n proses wat besigheidsinformasie aan bestuur kan weergee ter ondersteuning van bestuursbesluite, waardevol is. Die mate van voordeel wat uit die proses stem is vergroot deur die waarde-analise uit te brei sodat dit meer is as die blote analise van korrektiewe aksie. Die berekende voordeel uit die "Close-Out Meeting"-proses is groter wanneer die hestek van die voordeel vergroot word om meer as net die direkte waarde van korrektiewe aksie in te sluit. Die studie het voldoen aan verskeie doelwitte. Daar is bewys dat bestuursaksie 'n wetenskaplike basis het en die uitvoer van hierdie aksies besigheidswaarde toevoeg. As gevolg hiervan kon die besigheid "Close-Out Meetings" in die regte konteks plaas en tot die slotsom kom dat hierdie proses 'n fundamentele drywer van besigheidsukses is. Ten slotte is die teorie oor "Close-Out Meetings" uitgebrei en die resultate het ook die waarde onderskryf wat Nampak uit sy ERP-implementasie gekry het. "Close-Out Meetings" by Nampak Flexible het duidelike meetbare voordele opgelewer wanneer die probleme wat geidentifiseer is gelei het tot korrektiewe aksie. Die waarde was van so 'n aard dat die belangrikheid van "Close-Out Meetings" as 'n komponent van goeie vervaardigingsbestuur in 'n ERP-konteks duidelik bewys is.

Midst contextual themes of new technologies and globalisation, South African organisations are challenged to attract, develop and retain suitable skills in a labour market that will continue to suffer shortages. The HR function of today is required to partner with organisations at a strategic level in response to this challenge. Successful organisations understand that transforming the HR function require regular in-depth analyses of its effectiveness. The study aimed to assess the effectiveness of an HR function operating in a public utility, against current trends in HR transition. Different evaluation methodologies are explored to develop a theoretical evaluation model for the effectiveness of a HR function. The results confirmed that the HR function is not effective in its role as strategic partner, and highlights significant differences in perception between the stakeholders and the HR function regarding its effectiveness. Recommendations were made on future transformation actions for the specific HR function. / Industrial and Organisational Psychology / M.A. (Industrial Psychology)

Thesis (PhD)--Stellenbosch University, 2014. / ENGLISH ABSTRACT: This study examined the origins and development of theory-based evaluation (TBE) and the logic models associated with this approach. This was done in order to better understand the roots and evolution of these models which are currently used by donor agencies both nationally and internationally. It was found that logic models, which are used for both project management and evaluation, had their origins in a range of domains including management, education and curriculum design from as early as 1909. Early evaluators from the education, training and health sectors as well as contextual factors such as the professionalization of evaluation and an ever- increasing demand for accountability contributed significantly to the development of both TBE and its associated models. A systematic review of a large sample of logic models and logical frameworks was conducted in order to bring some order and clarity to the plethora of models facing stakeholders in the field of evaluation. It was discovered that four key types of logic models and two key types of logframes face developers and users of models but that the "branding" of donors of their particular demand for accountability, obscures this fact. In order to understand the experience of South African Non-Governmental Organisations when engaging with donors and their demands for accountability a survey was carried out of those organisations which were utilising a specialised form of planning tool. The findings of this study show that South African donors, like their international counterparts, mainly use the models associated with TBE to obtain standardised and focused evidence of results from projects albeit with a distinct scepticism about the actual necessity of some of the donor requirements. Most Non-Governmental Organisations view the donor requirements, such as the logic model and logical framework, as necessary in the funding relationship despite indicating that they find the models inflexible. The study not only makes a contribution to an under-researched area in programme evaluation, it also provides insights into an under-researched area of the South African Non-Governmental sector. / AFRIKAANSE OPSOMMING: Die doel van die studie was om 'n in-diepte begrip van die ontwikkeling van logika modelle ("logic models") en logika raamwerke ("logical framework") te ontwikkel ten einde die ervarings van Suid-Afrikaans nie-regeringsorganisasies met donateurs beter te begryp. In besonder was die doel om vas te stel hoe sodanige organisasies die vereistes rondom projekbeplanning, monitering, evaluasie en rapportering ervaar. Die studie het gevind dat die oorspronge van hierdie modelle, wat beide vir projekbestuur en evaluasie gebruik word, te vinde is in verskeie areas insluit bestuur, opvoedkunde and kurrikulumontwerp. Die eerste generasie evalueerders in opvoedkunde, opleiding en gesondheid sowel as kontekstuele faktore soos die professionalisering van evaluasie en die immer-toenemende vereistes van rekenpligtigheid het alles beduidend bygedra tot die ontwikkeling van logika modelle. 'n Sistematiese oorsig en ontleding van 'n beduidende steekproef van logika modelle en raamwerke is uitgevoer ten einde meer helderheid en sistematiek te kry in 'n domein waar daar uiteenlopende benaderings en modelle is. Daar is gevind dat vier sleuteltipes logika modelle en twee sleuteltipes logika raamwerke deur die meeste organisasies gebruik word maar dat verskillende befondsingsagentskappe en organisasies hul eie betekenis en inhoud aan hul logika modelle gee. Ten einde die ervarings van Suid-Afrikaanse nie-regerings organisasies te begryp is 'n opname uitgestuur aan alle organisasies wat hierdie raamwerke gebruik. Die resultate van die opname wys dat Suid-Afrikaanse befondsagentskappe, soos hulle internasionele vennote, veral modelle gebruik wat geasosieer is met teorie-gebaseerde evaluasie ten einde gestandaardiseerde en gefokusde getuienis van projektesultate te genereer. Die meerderheid Suid-Afrikaanse nie-regeringsorganisasies aanvaar die vereistes van donateurs alhoewel hierdie "aanvaarding" gepaardgaan met 'n duidelike skeptisisme oor die absolute noodsaaklikheid van somige van hierdie vereistes. Die meerderheid organisasies beskou donateur vereistes, veral wat betref die logika model en die logika raamwerk, as noodsaaklik binne die konteks van die befondsingsverhouding ten spyte van persepsies dat sodanige modelle some uiters rigied kan wees. Die studies maak 'n bydrae, nie alleen in area in programevaluasie waar daar weinig navorsing is nie, maar dit bied ook insig in die gedrag en persepsies van die Suid-Afrikaanse nie-regeringsektor wat programevaluasie praktyke betref.

The purpose of this research was to explore how management explains the difference between the overall service quality ratings of staff at Company X versus the overall service quality ratings of Company X. The organisation conducts customer service measurements on a regular basis to monitor their customers overall service experience regarding the staff and the organisation. The results of the research identified a discrepancy regarding customer perceptions of the service they receive from the staff versus the service Company X is providing. Management was the focus of the study due to management having a direct or indirect influence on service gaps in the organisation. The SERVQUAL model, together with systems theory, was applied as a framework to explore management perceptions as to why a service quality gap exists. In-depth face-to-face interviews were conducted with management staff of Company X who are responsible for customer service. Thematic analysis was used to analyse the interviews and through content analysis six main themes were identified with various subthemes. The theoretical and empirical objectives were addressed and it was concluded that inconsistent practices within the organisation specifically the lack of consistent performance management can create an inconsistent service experience. The findings also revealed that Company X have various focus areas to improve the overall customer experience of the organisation. / Psychology / M.A. (Psychology (Research consultation))