In the accomplishment of good governance South African municipalities need to develop measurable objectives related to performance measures and targets that capture strategically important aspects of performance. This allows performance to be easily monitored and aligned with municipal Integrated Development Plans (IDPs). Performance information should be used in conjunction with strategic planning, budgeting, policy analysis and evaluations, organisational reviews and performance appraisals for the managers. This is necessary in order to improve performance and for assuring the public that they are receiving value for money. A Performance Management System (PMS) is the principal management mechanism intended to determine outcomes and impact of municipal service delivery on the communities they are commissioned by legislation to service. The PMS measures should always be relevant, meaningful and informative to political and administrative decision-makers. The data gathered from the PMS should be presented in a balanced, comprehensive and credible manner. The aim of this study is to analyse the challenges that influence the implementation of the local government PMS in the Dr Kenneth Kaunda District Municipality. The analysis entails identifying the challenges, evaluating them and then suggesting possible solutions to the challenges. / Thesis (M. Development and Management)--North-West University, Potchefstroom Campus, 2013.

The purpose of this study was to evaluate the effectiveness of the existing performance management system (PMS) in enhancing performance at this freight rail organisation (FRO). The focus of this study was to establish whether the performance management processes are effective in enhancing the individual performance level in this FRO. The performance management processes referred to in this study include conceptualising and exploring; performance management and its processes, the balanced scorecard (BSC) as a tool of performance management and explaining the relationship between performance management and a reward system within the FRO. A qualitative research design was used for this study to answer the research question. The research design consisted of a case study where thirty semi structured interviews were conducted with the first line managers, junior managers, middle managers and senior managers at this FRO. The interviews were transcribed, and research data was analysed using a content analysis method. This study yielded a number of benefits in terms of the research findings, conclusions and recommendations about the effectiveness of performance management processes, the BS and the relationship between individual performance and reward. As a result, the study will not only benefit management in dealing with a strategy and drive individual performance, but will also assist all levels of employees within the FRO and other organisations in understanding the day-to-day operational activities of performance management. It will also help human capital professionals, industrial psychologists at the FRO and other organisations in knowing and understanding the best practices to adopt, in managing their individual performance levels. / Industrial and Organisational Psychology / M. Com. (Industrial and Organisational Psychology)

This diploma thesis deals with the problem of automatic alerting on Microsoft SQL Server 2008 platform. Thesis was elaborated with Clever Decision s.r.o. company which significantly contributed to thesis assignment. Main goal of this thesis is to provide a solution concept for absence of alerting for multidimensional data in Microsoft's product. Alerting is aimed at critical business data -- Key performance indicators - KPIs. KPIs are used to deliver enhanced business performance through Corporate Performance Management concept. These indicators need to be watched frequently. Considering that alerting solution is convenient for watching the data. Solution concept is based on market research of Business Intelligence (BI) platforms which dominates the market. Platforms are examined for their alerting capabilities. Next goal is to provide overall insight to KPI management -- creating, managing, analyzing and monitoring of KPIs. Thesis is divided into three sections. First part creates theoretical background for solution creation and describes the field of KPI management. Second part consists of market research using selected criteria. Third part is aimed at providing the solution concept through web application fixing the absence of alerting on Microsoft SQL Server 2008 platform. This thesis is primarily intended for Clever Decision company but also for various BI experts dealing with alerting problems on BI platforms. Thesis serves also as a theoretical summary of KPI management which is commonly evaded by available technical literature.

Within Ericsson's procurement function there exists multiple examples of performance management that is not part of the intended performance management system. In this thesis the term emergent performance management is coined to describe the phenomenon of autonomous bottom-up performance management initiatives driven outside of the deliberate performance management set by the function strategy. Emergence of performance management is an unexplored aspect of the bottom-up impact on strategy formation within organizations. The approach was mixed methods, and first took a quantitative analysis of usage of dashboards that contained emergent performance management to find the location of these metrics, and after this, interviews were conducted which were coded to create a grounded theory on what enables and motivates the creation of emergent performance management. Emergent performance management emerges in all parts of the organization but is especially common in parts that interface with occupational health & safety and Compliance. The key enablers of emergent performance management constitute perceived clarity of the metrics, organizational support for the initiative, homogeneity across processes and tools, governance structures set on the metrics, automated data flows, easily accessible data, high data quality and access to human resources. External demands from compliance and other parts of the organization, the showcasing of progress, supplier management, process adherence, end performance, increasing focus on an area, and metric alignment to goals are the motivators of emergent performance management. / Inom Ericssons inköpsfunktion finns det flera exempel på prestationsledning som inte är en del av det avsedda prestationsledningssystemet. I denna avhandling myntas termen emergent performance management för att beskriva fenomenet med autonoma bottom-up-prestationsledningsinitiativ som drivs utanför den avsiktliga prestationslednings som bestämts av funktionsstrategin. Framväxten av prestationsstyrning är en outforskad aspekt effekten av bottom-iå initative på strategibildning inom organisationer. Det var ett blandat tillvägagångssätt, och först var det en kvantitativ analys av användningen av resultattavlor som innehöll framväxande prestationshantering för att hitta platsen för dessa mått, och efter detta genomfördes intervjuer som kodades för att skapa en grundad teori om vad som möjliggör och motiverar skapande av framväxande prestationsledning. Framväxande prestationsledning uppstår i alla delar av organisationen men är särskilt vanligt i delar som gränsar till arbetsmiljö och compliance. De viktigaste som gör det möjligt för emergent performance management att skapas utgörs av upplevd tydlighet i måtten, organisatoriskt stöd för initiativet, homogenitet mellan processer och verktyg, styrningsstrukturer som sätts på måtten, automatiserade dataflöden, lättillgänglig data, hög datakvalitet och tillgång till mänskliga resurser. Externa krav från compliance och andra delar av organisationen, uppvisande av framsteg, leverantörsstyrning, processefterlevnad, slutresultat, ökat fokus på ett område och måtts anpassning till mål är motivationen för framväxande prestationsledning.

Transportation planning has become increasingly more performance-based over the past several decades. In part due the mandate from the 2012 Federal Surface Transportation Program authorization, Moving Ahead for Progress in the 21st Century (MAP-21), agencies are adopting performance-based policies and programmatic frameworks to integrate the attainment of national goals into the transportation planning and decision making process. As agencies implement performance-driven decision making as a means to achieve national goals, local goals will become subject to the same framework. Although equity is not a national goal, transportation agencies continue to recognize it within their vision and planning goals. However, it is difficult to determine what constitutes equity, and to quantify and measure it. To plan for equitable outcomes in transportation therefore, it is necessary to develop evaluation methods that support the integration of equity in planning processes. The objectives of this research are to develop recommendations for procedures to formally incorporate equity considerations in transportation planning and program evaluation and to propose methodological revisions to existing analytical processes to enable evaluation of cumulative accessibility outcomes. A literature review -- drawing from the theories of equity, Federal regulations for addressing equity in transportation, performance management, and transportation and sustainability -- and practitioner interviews were used to gather information on the common and effective practices for addressing equity in transportation planning at the regional level. This information was an input in the development of a quantitative research approach to explore methodological limitations and planning gaps related to transportation planning for equitable outcomes. These results informed the development of a comprehensive approach to analyze and characterize cumulative impacts (i.e. accessibility) regionally. The approach is used to develop recommendations for regional transportation planning to influence equitable transportation outcomes for the full range of demographic groups over time. The research contributes to the knowledge base and professional practice of transportation planning by putting forward a construction for approaching equity in transportation planning and decision making based on equity theory, developing analytical methods to evaluate transportation investments for equitable outcomes, and offering a set of recommendations for moving transportation planning practices towards transportation planning for equitable outcomes.

Providing basic local administration has become one of a vast variety of priorities for all municipalities within the South African context. Municipalities need to be instrumental in South Africa’s socio- economic upliftment against issues like poverty and underdevelopment because government policy requires municipalities to play a developmental role. Taking cognizance of the transformational changes within the South African government, the local government, within its three categories, inherited growing responsibility for basic service delivery. This was primarily because the democratic South Africa has inherited a public sector marred by fragmented and gross inequalities at all levels of government activity (Mathekga & Buccus, 2006). The effectiveness of good local governance may rely on the capacity of local government structures, participative of municipal leadership and employees, to provide an integrated development approach to social and economic development issues and to supply essential services congruent with the needs and desires of the local communities (The Institute for Democracy in Africa, 2010). Municipalities need to be in a position to identify and prioritise local needs, determine adequate levels of services and allocate necessary resources to the public (COGTA, 2009c). The role of local government in, amongst other things, is to promote a better life for all by creating jobs, alleviating poverty, which is imperative in achieving a prosperous civilization. The transformation of local government, as it stood during the apartheid period, was aimed at removing the racial basis of government and making it a mechanism for the integration of society and the redistribution of municipal services from the rich to the poor. Thus, local government is the key site of delivery and development and is central to the entire transformative project of the new South Africa. In order for any municipality to be accountable for delivering a basic human right towards local communities, as stipulated in the Constitution of 1996, it is imperative that the relationship between the internal stakeholders of the local municipality is sound. The test would be to see how the municipal employees’ perception of trust influences the trust relationship between employees and managers in the local government sphere. Taking cognizance of the manner in which local government mechanisms and its related structures are administered, the research will aim to establish how important the vertical trust relationship between municipal employees and managers is, as a contributing factor for effective service delivery to its communities. Attention will focus on the conceptualization of vertical trust between employees and managers within local government in South Africa as well as to determine whether municipalities’ performance indeed have a link with vertical trust relationship between the relevant employees and managers. This will be explained within a broader perception by focusing on relevant theories of trust, which include the theories related different types- and dimensions of trust, and influence of the trust relationship within the local government sphere. The research focused on the performance of a Category B municipality within the geographic area of the Western Cape, and how the vertical trust relationship between employees towards managers and the subsequent performance of the municipalities would influence effective service delivery. A Category B municipality within the Eden district was identified as an institution that, within the broader government sphere, has been complimented and accolade due to continuous improvements in service delivery over the last few years. Five dimensions were examined by conducting a survey in order to establish the perceptions of municipal employees relating to the dimensions of job satisfaction, employee empowerment, communication, management reporting and performance management. These perceptions were assessed by interpreting the responses of (N = 205) respondents from the Category B municipality. The main finding was that the respondents were very negative towards how they experience the five dimensions within the Category B municipality. Based on the internal consistency of the five dimensions, the results of the research were of concern as a significant part of the respondents portrayed some sort of animosity towards how they perceived and responded to the statements. This is contrary to the Category B municipality’s continuous and improved financial performance and non-existent service delivery protests, as compared to other municipalities within the geographical area of the Western Cape. This research highlighted that, although the attitudes towards most of the statements were negatively experienced by the respondents, the Category B municipality still managed to get accolades for continuous and improved financial performance and non-existent service delivery protests. The revelations from the respondents highlight a sense of effective and efficient performance by the category B municipality with a mainly negative workforce. This poses a concern as to the proposition of this research in terms of how significant the role of such trust between affected parties play within the dynamics of this Category B municipality. The primary reason for this observation relates to the researcher’s view that it has become critical for management to get personally involved in managing the emotional part of its employees, in order to ignite a sense of belonging to the municipality where employees will put renewed emphasis on the trust towards all levels of the organizational hierarchy. It can be concluded that, in order for vertical trust to be of significance within the dynamics of this Category B municipality, the concept of vertical trust relationship can be nurtured by employing a working environment based on mutual respect, dignity, cooperation and honest communication. / MBA, North-West University, Potchefstroom Campus, 2014

This study set out to examine the phenomenon of employee motivation in the North West Department of Education. The study argues that the performance of employees to achieve organisational goals is influenced by the level of employee motivation. The study identified that employees are influenced by both intrinsic and extrinsic factors. These factors have a positive or negative influence on the motivation of employees. The factors identified include the work environment, the performance management and development system, job design, employee involvement, organisational culture and commitment and human relations. A literature study was undertaken to provide a framework through which the importance of the study is highlighted. The literature study reviewed motivation theories that explain the effect of motivation on the behaviour of employees. The mixed research method of collecting and analysing the data, including the use of a semi-structured questionnaire, was used during the research process. The findings of the study show that the motivation levels of employees are varied in relation to factors that influence the motivation of employees. There is therefore evidence in the study that employees are motivated by different needs and therefore a more encompassing approach is required. The study also found that managers in the Department of Education did not put concerted efforts towards the motivation of employees, nor did they put effective programmes in place with regard to the same. In order to achieve the primary research objective, the study recommends that an integrated and comprehensive motivation strategy, that will influence the motivation of employees, be developed. The motivation strategy is perceived to address a number of challenges employees experience in the performance of their work. Recommendations for the implementation of the motivation strategy are presented in order to ensure an increase in the motivation of employees for effective and efficient employee performance. The study identifies areas for further research, which, if implemented, will increase the managers‟ knowledge of recognition schemes to enhance the performance levels of employees. / M Development and Management, North-West University, Potchefstroom Campus, 2015

Providing basic local administration has become one of a vast variety of priorities for all municipalities within the South African context. Municipalities need to be instrumental in South Africa’s socio- economic upliftment against issues like poverty and underdevelopment because government policy requires municipalities to play a developmental role. Taking cognizance of the transformational changes within the South African government, the local government, within its three categories, inherited growing responsibility for basic service delivery. This was primarily because the democratic South Africa has inherited a public sector marred by fragmented and gross inequalities at all levels of government activity (Mathekga & Buccus, 2006). The effectiveness of good local governance may rely on the capacity of local government structures, participative of municipal leadership and employees, to provide an integrated development approach to social and economic development issues and to supply essential services congruent with the needs and desires of the local communities (The Institute for Democracy in Africa, 2010). Municipalities need to be in a position to identify and prioritise local needs, determine adequate levels of services and allocate necessary resources to the public (COGTA, 2009c). The role of local government in, amongst other things, is to promote a better life for all by creating jobs, alleviating poverty, which is imperative in achieving a prosperous civilization. The transformation of local government, as it stood during the apartheid period, was aimed at removing the racial basis of government and making it a mechanism for the integration of society and the redistribution of municipal services from the rich to the poor. Thus, local government is the key site of delivery and development and is central to the entire transformative project of the new South Africa. In order for any municipality to be accountable for delivering a basic human right towards local communities, as stipulated in the Constitution of 1996, it is imperative that the relationship between the internal stakeholders of the local municipality is sound. The test would be to see how the municipal employees’ perception of trust influences the trust relationship between employees and managers in the local government sphere. Taking cognizance of the manner in which local government mechanisms and its related structures are administered, the research will aim to establish how important the vertical trust relationship between municipal employees and managers is, as a contributing factor for effective service delivery to its communities. Attention will focus on the conceptualization of vertical trust between employees and managers within local government in South Africa as well as to determine whether municipalities’ performance indeed have a link with vertical trust relationship between the relevant employees and managers. This will be explained within a broader perception by focusing on relevant theories of trust, which include the theories related different types- and dimensions of trust, and influence of the trust relationship within the local government sphere. The research focused on the performance of a Category B municipality within the geographic area of the Western Cape, and how the vertical trust relationship between employees towards managers and the subsequent performance of the municipalities would influence effective service delivery. A Category B municipality within the Eden district was identified as an institution that, within the broader government sphere, has been complimented and accolade due to continuous improvements in service delivery over the last few years. Five dimensions were examined by conducting a survey in order to establish the perceptions of municipal employees relating to the dimensions of job satisfaction, employee empowerment, communication, management reporting and performance management. These perceptions were assessed by interpreting the responses of (N = 205) respondents from the Category B municipality. The main finding was that the respondents were very negative towards how they experience the five dimensions within the Category B municipality. Based on the internal consistency of the five dimensions, the results of the research were of concern as a significant part of the respondents portrayed some sort of animosity towards how they perceived and responded to the statements. This is contrary to the Category B municipality’s continuous and improved financial performance and non-existent service delivery protests, as compared to other municipalities within the geographical area of the Western Cape. This research highlighted that, although the attitudes towards most of the statements were negatively experienced by the respondents, the Category B municipality still managed to get accolades for continuous and improved financial performance and non-existent service delivery protests. The revelations from the respondents highlight a sense of effective and efficient performance by the category B municipality with a mainly negative workforce. This poses a concern as to the proposition of this research in terms of how significant the role of such trust between affected parties play within the dynamics of this Category B municipality. The primary reason for this observation relates to the researcher’s view that it has become critical for management to get personally involved in managing the emotional part of its employees, in order to ignite a sense of belonging to the municipality where employees will put renewed emphasis on the trust towards all levels of the organizational hierarchy. It can be concluded that, in order for vertical trust to be of significance within the dynamics of this Category B municipality, the concept of vertical trust relationship can be nurtured by employing a working environment based on mutual respect, dignity, cooperation and honest communication. / MBA, North-West University, Potchefstroom Campus, 2014

This study set out to examine the phenomenon of employee motivation in the North West Department of Education. The study argues that the performance of employees to achieve organisational goals is influenced by the level of employee motivation. The study identified that employees are influenced by both intrinsic and extrinsic factors. These factors have a positive or negative influence on the motivation of employees. The factors identified include the work environment, the performance management and development system, job design, employee involvement, organisational culture and commitment and human relations. A literature study was undertaken to provide a framework through which the importance of the study is highlighted. The literature study reviewed motivation theories that explain the effect of motivation on the behaviour of employees. The mixed research method of collecting and analysing the data, including the use of a semi-structured questionnaire, was used during the research process. The findings of the study show that the motivation levels of employees are varied in relation to factors that influence the motivation of employees. There is therefore evidence in the study that employees are motivated by different needs and therefore a more encompassing approach is required. The study also found that managers in the Department of Education did not put concerted efforts towards the motivation of employees, nor did they put effective programmes in place with regard to the same. In order to achieve the primary research objective, the study recommends that an integrated and comprehensive motivation strategy, that will influence the motivation of employees, be developed. The motivation strategy is perceived to address a number of challenges employees experience in the performance of their work. Recommendations for the implementation of the motivation strategy are presented in order to ensure an increase in the motivation of employees for effective and efficient employee performance. The study identifies areas for further research, which, if implemented, will increase the managers‟ knowledge of recognition schemes to enhance the performance levels of employees. / M Development and Management, North-West University, Potchefstroom Campus, 2015

The research aims to establish a framework whereby performance management systems can be assessed in terms of its effectiveness. The industry in which research is conducted is the call centre industry in South Africa. / The field of Performance Management is receiving more attention today than ever before. This is due to the fact that many companies are becoming more and more frustrated by the ‘disconnect’ that exists between formulating their strategy and successful delivery against it. The aim of this research is to determine how performance is managed in organisations, but more importantly, how it should be managed. To this end, this research considers the total endeavour required to manage performance as a system, and wishes to contribute towards specifying how this system must ‘hang together’. This research is conducted against the backdrop of the call centre industry in South Africa. The call centre industry is an area of potential growth in South Africa and in need of evaluating and improving their performance results to meet or exceed the international benchmarks. This level of global pressure makes call centres an appropriate subject of analysis on a topic such as Performance Management. The nature of this research was mostly exploratory, by firstly reviewing existing theory and literature relevant to this subject. Subsequent to this, two assessment instruments were used to assess the desired situation with regards to Performance Management Systems in South African call centres. The one instrument was developed as a result of the theory and literature reviewed during this research project (the PMSAI). Another, existing, instrument, the PMA®, (De Waal, 2004) was also used to provide a different view and provides an opportunity to triangulate this project. It also addresses the current status of Performance Management Systems in South African call centres to highlight shortcomings as a basis to review and improve these systems. The main findings of this research are that a successful Performance Management System should take cognisance of a number of factors in- and outside of the organisation as well as the interplay between ‘hard’ and ‘soft’ elements in the system. Examples of these factors are the industry and focus of the organisation, as well as what the Performance Management System must be used for. Examples of ‘hard’ vs ‘soft’ elements are responsibilities for performance targets (hard) and the level of buy-in to achieve the targets (‘soft’). In the end, a perfect ‘answer’ to Performance Management is elusive and is likely to remain so mainly due to the inherent complexity and level of variety that this system must cater for.