O presente trabalho versa sobre a gestão das regiões metropolitanas, o papel destas instituições no sistema federativo brasileiro consignado na Constituição Federal de 1988 e a questão da cooperação (ou da falta desta) entre entes governamentais. Estuda-se o modelo institucional da instância regional, criada pelo Governo do estado de São Paulo para gestão da região metropolitana de Campinas, e compara-o ao modelo adotado pelo Consórcio Intermunicipal do Grande ABC, que atingiu significativos avanços na gestão regional e na articulação com os demais níveis de Governo e Sociedade Civil. A partir deste recorte espacial, procura-se, inicialmente, apreender a lógica de gestão destes modelos, considerando aspectos institucionais formação, estrutura organizacional e funcionamento, instrumentos administrativo-financeiros e mecanismos de articulação dos atores sociais Poder Público e Sociedade, e de coordenação das políticas públicas na escala regional. Em seguida, a partir da análise dos projetos desenvolvidos e das ações implantadas, reflete-se sobre os limites destes modelos e sobre as possibilidades dessas instâncias funcionarem como mecanismos efetivos de gestão do espaço metropolitano. / This dissertation covers the metropolitan area management, these institutions place in the consigned Brazilian federative system in the Federal Constitution of 1988 and the question of the cooperation (or the lack of this) among governmental levels. The regional instance institutional model, created for the government of the state of São Paulo to manage the metropolitan area of Campinas is analyzed and compared with the Trust Inter-municipal Consortium of the Great ABC model adopted, that reached significant achievement on regional area management and the articulation with other government levels and civil society. From this space clipping, it is searched, initially, to capture the management logic of these models, considering institutional aspects - creation, organizational structure and functional aspects, administrative-financial tools and social actors articulation mechanisms - public authority and society, and the public politics coordination on the regional scale. After that, from the analysis of the developed projects and the implemented actions, it is reflected on the limits of these models and the possibilities of these instances to work as effective mechanisms on metropolitan area management.

O presente trabalho versa sobre a gestão das regiões metropolitanas, o papel destas instituições no sistema federativo brasileiro consignado na Constituição Federal de 1988 e a questão da cooperação (ou da falta desta) entre entes governamentais. Estuda-se o modelo institucional da instância regional, criada pelo Governo do estado de São Paulo para gestão da região metropolitana de Campinas, e compara-o ao modelo adotado pelo Consórcio Intermunicipal do Grande ABC, que atingiu significativos avanços na gestão regional e na articulação com os demais níveis de Governo e Sociedade Civil. A partir deste recorte espacial, procura-se, inicialmente, apreender a lógica de gestão destes modelos, considerando aspectos institucionais formação, estrutura organizacional e funcionamento, instrumentos administrativo-financeiros e mecanismos de articulação dos atores sociais Poder Público e Sociedade, e de coordenação das políticas públicas na escala regional. Em seguida, a partir da análise dos projetos desenvolvidos e das ações implantadas, reflete-se sobre os limites destes modelos e sobre as possibilidades dessas instâncias funcionarem como mecanismos efetivos de gestão do espaço metropolitano. / This dissertation covers the metropolitan area management, these institutions place in the consigned Brazilian federative system in the Federal Constitution of 1988 and the question of the cooperation (or the lack of this) among governmental levels. The regional instance institutional model, created for the government of the state of São Paulo to manage the metropolitan area of Campinas is analyzed and compared with the Trust Inter-municipal Consortium of the Great ABC model adopted, that reached significant achievement on regional area management and the articulation with other government levels and civil society. From this space clipping, it is searched, initially, to capture the management logic of these models, considering institutional aspects - creation, organizational structure and functional aspects, administrative-financial tools and social actors articulation mechanisms - public authority and society, and the public politics coordination on the regional scale. After that, from the analysis of the developed projects and the implemented actions, it is reflected on the limits of these models and the possibilities of these instances to work as effective mechanisms on metropolitan area management.

The Batho Pele principles (enshrined in our Constitution) redefined the relations between the users of municipal goods and services and municipalities. It compels local municipalities to comply with certain requirements such as providing tools and mechanisms to encourage citizens to participate in its decision making processes as well as improving relations with its customers. eThekwini Municipality created two business units namely the Community Participation Unit and the Regional Centres Unit. The Community Participation Unit is responsible for mobilizing the local rural and urban communities to participate in local government elections. The Regional Centres Unit is responsible for improving relations between the users of municipal goods and services and the municipality by providing access to local government services at the doorstep of citizens, improving customer relationships, identifying and implementing initiatives to enable customers to interact with the municipality when they want to, where they want to and how they want to. Citizens and municipal customers are a captive market. Municipal goods and services in the main can only be sourced from the municipality. The perceptions of municipal customers towards the municipality were mostly negative. There were no precedents that could be learnt from and this was a paradigm shift from government to governance. eThekwini Municipality looked to private sector practices for models, philosophies and practices that could be useful for achieving change as well as compliance with legislation. Companies in the private sector have to compete for customers and whilst price may be a differentiating factor, it is not sustainable to compete on pricing alone. To remain competitive and survive, companies are dependent on strategies that provide them with a competitive edge such as CRM. CRM initially was used describe software that collected and analysed data on customers assisting companies to become agile in responding to their clients, to enable them to reward their loyal customers and to be able to predict and pre-empt changes in buying behavior and preferences of their customers. It evolved into a philosophy on customer service focused on providing customers with a satisfying experience in every interaction with the company. It is used to identify improvements in the business operating model to improve delivery to the customer and to the market. This study is based on a case study of the experiences of the eThekwini Municipality in implementing CRM initiatives and the impact on relations with municipal customers. The study is based on test sampling, review of documentation and interviews with senior management in eThekwini Municipality. The results of the study are discussed with recommendations. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2010.

Thesis (MS en S)--Stellenbosch University, 2001. / ENGLISH ABSTRACT: This study considers the possibility of using special management areas at metropolitan level as a measure to control urban sprawl in South Africa, and specifically in the greater Cape Town area. Important issues included in the study are: international and local measures currently and previously used, relevant South African legislation that support urban edge protection, economic and ethical theories regarding urban edge protection, the measures currently implemented in Stellenbosch, an examination of special management areas and recommendations. International attempts in curbing urban sprawl dates back to post-Industrial Revolution Europe (1800s). British and American measures are compared, mostly differing in the level of public support of sustainable development. Local attempts have been limited and have not been implemented at the scale of international measures. Recently developed policies such as the Metropolitan Spatial Development Framework (1996) and the Bioregional Planning Framework (2000) are more directly focussed on sustainable development than previous policies (e.g. guide plans and structure plans) have been. The Metropolitan Spatial Development Framework proposes the demarcation of urban edges in the Cape Metropolitan Region, while the Bioregional Planning Framework is intent on dividing the Western Cape Province into bioregions. The Bioregional Planning Framework originated the use of special management areas to control development in rural (agricultural and natural) areas. The idea of this study is to measure the feasibility of using special management areas at metropolitan level, in conjunction with both the Metropolitan Spatial Development Framework and the Bioregional Planning Framework, to protect the urban edge. This study concludes by disproving its hypothesis: special management areas have limited applicability as a general urban edge control measure at metropolitan level. / AFRIKAANSE OPSOMMING: Hierdie studie oorweeg die moontlike gebruik van spesiale bestuursareas in Suid-Afrika, en spesifiek in die groter Kaapstad gebied as maatreël vir die bekamping van stadskruip. Belangrike kwessies wat in hierdie studie ingesluit word is: internasionale en plaaslike maatreëls wat tans en in die verlede gebruik is om stadsgrense the beskerm, relevante Suid- Afrikaanse wetgewing wat die beskerming van stadsgrense ondersteun, toepaslike ekonomiese en etiese teorieë, maatreëls wat tans deur Stellenbosch geïmplementeer word, 'n ondersoek na spesiale bestuursareas, en voorstelle vir toekomstige beleid. Internasionale pogings om stadskruip te bekamp dateer uit die post-Industriële Revolusie era in Europa (1800s). Britse en Amerikaanse maatreëls is vergelyk. Die mees merkbare verskil tussen dié twee lande lê in die vlak van openbare steun vir volhoubare ontwikkeling. Die omvang van plaaslike pogings was in die verlede beperk tot gids- en struktuurplanne, wat nie veel beskerming aan die rand van die stad gebied het nie. Beleide wat onlangs ontwikkel is (die Metropolitaanse Ruimtelike Ontwikkelingsraamwerk en die Biostreekbeplanningsraamwerk) fokus meer direk op volhoubare ontwikkeling as hul voorgangers. Die Metropolitaanse Ruimtelike Ontwikkelingsraamwerk (1996) stel die afbakening van stadsgrense voor, terwyl die Biostreekbeplanningsraamwerk (2000) voorstel dat die Wes- Kaapse Provinsie in biostreke verdeel word. Die Biostreekbeplanningsraamwerk het oorspronklik die gebruik van spesiale bestuursareas voorgestel om ontwikkeling in landelike (landbou en natuurlike) gebiede te beheer. Die idee van hierdie studie is om die uitvoerbaarheid van die gebruik van spesiale bestuursareas op metropolitaanse vlak, saam met die Metropolitaanse Ruimtelike Ontwikkelingsraamwerk en die Biostreekbeplanningsraamwerk, te bepaal. Hierdie studie sluit af deur die hipotese verkeerd te bewys: spesiale bestuursareas het beperkte toepaslikheid as algemene stadsgrens beheermaatreëlop metropolitaanse vlak.

Thesis (MBA)--Stellenbosch University, 2003. / Some digitised pages may appear illegible due to the condition of the original hard copy. / ENGLISH ABSTRACT: The manufacturing industry is an important contributor towards the economic well-being and competitiveness of any country. It is widely accepted that improvement in the standard of living is linked to the improvement in productivity, and that this can be achieved through the manufacturing sector of a country. The level of business excellence of manufacturing organisations in the Western Cape is not currently known. It was the aim of this research to determine the level of business excellence of manufacturing organisations in the Cape Metropolitan Area, to determine the content of manufacturing strategy, and to investigate the linkages of manufacturing strategy and levels of business excellence. The research was conducted amongst manufacturing organisations in the Cape Metroplitan Area with an annual turnover of at least R50 million rand. A questionnaire was designed and distributed to organisations. Twenty responses were received and analysed. Due to the small sample, this study can only be regarded as exploratory in nature. The main results of the research indicated that the respondent organisations tended to overscore themselves, with an . average level of business excellence of 73.6%. Furthermore, there is a significant difference in the perception of the SAEF model criteria weights between the surveyed organisations and the SAEF. Although it was not possible to identify a 'right' or the 'best' manufacturing strategy, important trends were identified. Furthermore, the research indicated that there are several manufacturing strategy related factors that can positively contribute towards higher levels of business excellence. One area is the focus on overall organisational strategy development, and another is the implementation of several manufacturing practices such as '5-S' and 'selfdirected work teams', 'balanced score card', and 'TQM', amongst others. Several recommendations were made, addressing issues such as specific actions for manufacturing organisation, policy makers, and the SAEF, but also recommendations regarding research methodology and future research areas. / AFRIKAANSE OPSOMMING: Die vervaardigingsindustrie is 'n belangrike bydraende faktor tot die ekonomiese welstand en kompeterendheid van 'n land. Dit word wyd aanvaar dat verbetering in produktiwitiet tot verbetering in lewenstandaarde lei, en dat dit deur middel van die vervaardigings sektor van 'n land bereik kan word. Die vlak van besigheids uitnemendheid van vervaardigings organisasies in die Wes-Kaap is nie tans bekend nie. Dit was die doel van hierdie navorsing om die vlak van besigheids uitnemendheid van vervaardigingsorganisasies in die Kaapse Metropolitaanse Area te bepaal, om die inhoud van vervaardigingstrategieë te bepaal, en om die verband tussen vervaardigingstrategie en vlakke van besigheidsuitnemendheid te ondersoek. Hierdie navorsmg was uitgevoer onder vervaardigingsorganisasies in die Kaapse Metropolitaanse Area met 'n omset van ten minste R50 miljoen. 'n Vraelys is ontwerp en versprei aan organisasies. Twintig response is ontvang en geanaliseer. Weens die klein steekproef, kan hierdie studie slegs as verkennend van aard beskou word. Die hoofresultate van die navorsing het getoon dat die organisasies geneig is om hulself te oorskat, met 'n gemiddelde waarde van die vlak van besigheids uitnemendheid van 73.6%. Verder is daar 'n beduidende verskil tussen die organisasies en die SAEF in die persepsie van die kriteria gewigte van die SAEF model. Alhoewel dit nie moontlik was om die 'regte' of 'beste' vervaardigingstrategie te bepaal nie, is belangrike tendense geïdentifiseer. Die navorsing het getoon dat daar verskeie vervaardigingstrategie faktore is wat positief bydra tot hoër vlakke van besigheids uitnemendheid. Een area is die fokus op algehele organisasie strategiese ontwikkeling, en 'n ander is die implementering van verskeie vervaardigingspraktyke soos onder andere '5-S', 'self-gerigte werkspanne', 'balanced score card', en 'TQM'. Verskeie aanbevelings is gemaak, wat kwessies aanspreek soos spesifieke aksies VIr vervaardigingsorganisasies, beleidmakers, en die SAEF, maar ook aanbevelings rakende navorsingsmetodologie en areas vir toekomstige navorsing.