AFRIKAANS: Die studie handel oor bepaalde riglyne wat in die praktyk van supervisie vir maatskaplike werk aangewend kan word. Verandering en veranderde behoeftes in die moderne samelewing het tot radikale veranderings in maat¬skaplikewerk-dienslewering aanleiding gegee en verhoogde druk vir doel¬matigheid en produktiwiteit na vore laat kom. Supervisie in maatskaplike werk kan beskou word as 'n deurslaggewende komponent in die verhoging van maatskaplike werkers se produktiwiteit en die doeltreffende bestuur van ‘n welsynsorganisasie. Inligting vir die studie is nie slegs van die maatskaplikewerk-literatuur verkry nie, maar ook van ander aanverwante vakgebiede. Die studie bied nie finale en totaal volledige antwoorde vir die probleme wat in die praktyk van supervisie ervaar word nie, maar is ‘n empiries en praktyk-beproefde maatskaplikewerk-georiënteerde raamwerk wat ‘n psigodinamiese interaktiewe benadering in supervisie voorstaan. Daar is gepoog om supervisie as 'n onderrigmetode vir voortgesette oplei¬ding in maatskaplike werk te konseptualiseer en te beskryf, terwyl verskil¬lende funksies, modelle en strategies geïdentifiseer is wat as moontlike basiese beginaela en metodes vir supervisie in maatskaplike werk aangebied kan word. Daar is ook gepoog om aan welsynsorganisasies as 'n dinamiese veranderingsisteem in die veranderde en ontwikkelende samelewing riglyne vir die supervisietaak te voorsien. Ten einde bogenoemde doelstellings te bereik, is daar van die volgende ondersoekmetodes gebruik gemaak: 'n Literatuurstudie is oor supervisie gedoen met die doel om die nuutste inligting en resentste teoretiese ont¬wikkelings te bekom. Verder is kennis en inligting versamel deur eie ervaring van maatskaplikewerk-supervisie veral as resultaat van die dosering van die MA (MW) Supervisiekursus aan die Universiteit van Pretoria. Empiriese gegewens is ook op 'n beperkte skaal ingewin deur middel van vraelyste wat deur persone wat die kursus deurloop en voltooi het, voor en na afhandeling van die kursus voltooi is. Die gegewens van die vraelyste is ontleed en verwerk. 'n Belangrike standpunt wat in die studie gehuldig word, is dat 'n bepaalde situasie geassesseer en bepaal moet word en dat strategieë en metodes wat vir die situasie die beste is, soos bepaal deur spesifieke faktore geselek¬teer en aangewend moet word om 'n supervisiesisteem in die organisasie te vestig wat by die organisasie se doelstellings en beleid sal pas. Die korrekte opleiding van supervisors is 'n belangrike komponent om die komplekse taak van supervisie reg en kreatief uit te voer. Goeie, rele¬vante en stimulerende opleiding in supervisie tesame met die deeglike selektering van persone wat oor bepaalde kwaliteite beskik wat nodig is om van hom of haar 'n goeie supervisor te maak, moet betyds geïdentifiseer word. Na aanleiding van die studie is tot die gevolgtrekking gekom dat uitge¬breide navorsing oor supervisie noodsaaklik is om lig te werp op nuwe ont¬wikkelings, strategieë, kennis, relevante opleiding en die implementering van 'n doeltreffende supervisiesisteem in die moderne welsynsorganisasie. Laasgenoemde behels onder andere 'n veranderde perspektief van maatskap¬likewerk-supervisie en die uitbreiding van die funksies en rol van super¬visie. Die volgende word na aanleiding van die studie aanbeveel dat: Gespesialiseerde opleiding vir supervisie aangebied en aangemoedig word. Poste vir tweedevlaksupervisors geskep moet word. Organisatoriese opleidingsprogramme ontwikkel moet word. Supervisors en maatskaplike werkers geselekteer en gepas moet word. Minimum vereistes en standaarde vir supervisors geïdentifiseer word. Strategieë vir doeltreffende supervisie nagevors en ontwerp word. Die funksies van supervisie sowel as die opleidingsmodelle verder ontwikkel moet word. ENGLISH: This study examines specific quidelines that can be used in the practice of supervision for social work. Changes and changed needs in modern society have resulted in radical changes in the services rendered in social work, as well as in increased pressure for efficiency and productivity. Super¬vision in social work can be regarded as a decisive component in increasing both the productivity of social workers as well as the efficiency of the management of welfare organizations. Material for the study has been obtained not only from literature on social work, but also from other related disciplines. This study does not claim to provide the ultimate and complete solutions to the problems encountered in the practice of supervision in social work, but provides a framework advocating a psycho-dynamic, interactive approach to supervision. This framework is social work-orientated and has been proven empirically as well as in practice. An attempt has been made to conceptualize and describe supervision as a method of instruction for continued training in social work, while various functions, models and strategies have been identified that can be offered as possible basic principles and methods for supervision in social work. An attempt has also been made to provide welfare organizations, as a dynamic and changing system in a changing and developing society, with guidelines for the task of supervision. In the pursuit of the above objectives, the following methods of inquiry have been used A survey of the literature on supervision was done for the purpose of finding out what the latest information and most recent theoretical developments are. Additional knowledge and information was gleaned from personal experience of supervision in social work - especially experience in teaching the MA (Social Work) Supervision Course at the University of Pretoria. Empirical data have also been gathered on a limited scale by means of questionnaires filled out both before and after the completion of their courses, by people who have completed the super¬vision course. The data thus gathered have been analysed and processed. An important point of view adopted in the study is that a particular situation has to be assessed and defined so that the appropriate strategies and methods, as dictated by specific factors, can be selected and applied in order to establish a system of supervision that is suitable to the organization's policies and objectives. For the complex task of sUperV1SlQn to be accomplished correctly and creatively, supervisors have to be given the correct training. Good, relevant and stimulating training in supervision should be the prerogative of previously selected persons in possession of the specific qualities needed in a good supervisor. These qualities have to be identified in good time for the candidates to receive specialized training. In the light of the study a conclusion was reached that extensive research on supervision is needed to illuminate aspects like new developments, strategies, knowledge, relevant training and the implementation of an effective system of supervision in the modern welfare organization. What is envisaged is a changed perspective of supervision in social work and the expansion of the functions and role of supervision. The following recommendations are made that: Specialized training in supervision be offered and encouraged. Posts for second level supervisors be created.>p> Organizational training programmes be developed. Supervisors and workers be selected with a view to compatibility. Supervisors be carefully selected. Minimum requirements and standards for supervisors be identified. Strategies for efficient supervision be researched and designed. The functions of supervision as well as the training models be further developed. / Thesis (DPhil)--University of Pretoria, 2010. / Social Work and Criminology / Unrestricted

The primary objective of the study was to investigate the relationship between work engagement and hope and to determine the possible impact on productivity within an agri-business. For the purpose of the study, we used two measures, namely: • The Utrecht Work Engagement Scale was used to measure work engagement • The Dispositional Hope Scale was used to measure hope. The questionnaires were completed by 341 respondents of the relevant agribusiness. The respondents represented all the divisions in the business. The research results showed that there was a significant correlation between work engagement and hope. Moreover, the literature review showed that work engagement and hope are playing a definite role in the productivity of any business. / MBA, North-West University, Potchefstroom Campus, 2014

The primary objective of the study was to investigate the relationship between work engagement and hope and to determine the possible impact on productivity within an agri-business. For the purpose of the study, we used two measures, namely: • The Utrecht Work Engagement Scale was used to measure work engagement • The Dispositional Hope Scale was used to measure hope. The questionnaires were completed by 341 respondents of the relevant agribusiness. The respondents represented all the divisions in the business. The research results showed that there was a significant correlation between work engagement and hope. Moreover, the literature review showed that work engagement and hope are playing a definite role in the productivity of any business. / MBA, North-West University, Potchefstroom Campus, 2014

Stress is no new phenomenon, but became one of the leading causes of personnel turnover and increasing production cost in the twentieth century. A very large amount of studies have done on stress to create a deeper understanding of the causes, as well as the effects of stress. The purpose of this study therefore is to gain knowledge as to the nature and scope of stress experienced by members of the South African Police Service Dog unit in Durban. The South African Police Service have undergone 'n total change and this change, as any other, has not gone without problems. It is natural human nature to avoid change, and this has led to the fact that certain members have found the changes quite easy to adapt to, but others have not adapted to the new ways. Said changes have also taken place in the Dog unit in Durban. This specialized unit within the South African Police Service supply a service which is of cardinal importance and it is therefore necessary to take note of the stress experienced by members of this unit. The study not only focused on how the members experience stress, but also on the causes and effects of said experience. Furthermore, special attention was given to certain personality traits which members have displayed. The literature study preceding the results will help to understand and relate the results. The number of respondents experiencing high to very high levels of stress are greater than those experiencing normal levels of stress. This is due to work related aspects such as job characteristics inherent to the job, remuneration, added benefits, and personnel policy as well as career opportunities. Furthermore, specific personality traits / characteristics were identified which identify respondents experiencing very high levels of stress. Knowledge gained regarding the levels of stress experienced by members, as well as the nature and scope of stress, can be used to produce aids to assist in the recruitment of members for the unit. It is clear that members wanting to work in the unit needs to be emotionally, psychologically and physically well and it is clear that results from this study can further the process to ensure this. Lastly, due to the results of this study, specialized stress management workshops can be developed for the unit. / Thesis (MCom (Human Resources Management))--University of Pretoria, 2004. / Human Resource Management / unrestricted

AFRIKAANS : In hierdie studie is daar enersyds bepaal of daar spesifieke stressore aanwesig is wat tot werknemers van die betrokke tersiêre opleidingsinstelling se verhoogde stresvlakke en gepaardgaande siening van ‘n negatiewe gehalte van werklewe (GWL) bydra. Andersyds was die fokus op die effektiwiteit van die huidige Stresbeheerprogram (SBP), waar vasgestel is of deelname aan die spesifieke program tot 'n beter en meer positiewe ervaring in die werknemer se GWL bydra. Die studie het uitgebreide teoretiese perspektiewe op die gehalte van werk, stres, welstand en intervensies in die werkplek voorsien. Vanuit die literstuurstudie in gemelde hoofstukke 2, 3, 4 en 5 blyk dit duidelik dat verandering in die werksomgewing en die gevolglike stres wat dit meebring op die werknemer se belewenis van welstand en gehalte van werklewe impakteer, en dat die werknemer se reaksie op beide voorafgaande die deurslaggewende faktor in die bereiking van gesondheid en welstand is. Werkgewers het die verantwoordelikheid om ‘n gelukkige werkplek te vestig deur die benutting van intervensieprogramme ten einde werknemers in staat te stel om eienaarskap van hul lewens te aanvaar in die bereiking van optimale gesondheid en welstand. Die literatuurstudie is opgevolg deur ‘n empiriese ondersoek waartydens evaluatiewe navorsing benut is. Die kwantitatief-kwalitatiewe navorsingsbenaderings met fokus op Creswell se ‘dominant- less-dominant’ model is gebruik, waar die kwantitatiewe fases as oorheersende paradigma gebruik is. Die kwantitatiewe beskrywende opname-ontwerp se ewekansige kruisseksie-opname is benut om ondersoek in te stel na die aard, omvang en impak van stres op die GWL van werknemers aan die betrokke tersiêre opleidingsinstelling. Die aangepaste ‘ASSET’-posvraelys is aan respondente van die twee gekose fakulteite en respondente van die SBP voorsien. Die kwasieksperimentele navorsingsontwerp se een-groep voortoets-na-toets ontwerp en handafgelewerde vraelyste het gedien as tweede kwantitatiewe fase van die studie. Tydens fase drie, die kwalitatiewe fase, is die gevallestudie met fokus op kollektiewe gevallestudie as navorsingstrategie gevolg waartydens semi-gestruktureerde onderhoude met ‘n onderhoudskedule gebruik is om addisionele inligting te bekom. Die belewenisse en behoeftes van die respondente, wat die SBP opleiding voltooi het, is bepaal ten einde sodanige belewenisse en behoeftes tydens die aanpassings van die SBP in ag te neem. Die gestruktureerde vraelyste, sowel as die semigestruktureerde onderhoude is as voor- en na-toets gebruik om die effektiwiteit en die benuttingswaarde van die huidige SBP te bepaal. Die keuse van die onderskeie benaderings, strategie en ontwerpe, wat tydens die navorsingsproses gevolg is, was relevant en suksesvol ten einde die geformuleerde probleem aan te spreek, die navorsingsvrae sinvol te beantwoord, en die hipotese te bevestig. Die navorser kon dus daarin slaag om, deur gebruikmaking van metodologiese triangulasie, die kwantitatiefkwalitatiewe benaderings te kombineer waartydens meervoudige metodes aangewend is om alle moontlike aspekte van dieselfde fenomeen te beskou en te vergelyk, en sodoende die geldigheid daarvan te verifieer. Gebaseer op bevindinge, kan die gevolgtrekking gemaak word dat stressore wel by werknemers van die betrokke tersiêre opleidingsinstelling aanwesig is, dat stres ‘n wesenlike impak op die GWL van werknemers het, en dat die huidige Stresbeheerprogram wel ‘n verbetering in die GWL van werknemers teweeggebring het. ENGLISH : On the one hand this study determines whether there are specific stressors present, which lead to higher stress levels and contribute to the accompanying negative quality of worklife perspective of employees at the relevant tertiary institution (QWL). On the other hand the focus is on the effectiveness of the current Stress Management Programme (SMP), in order to determine whether participation in this specific programme contributes to a better and more positive experience of the employee's QWL. This study provides extensive theoretic perspectives on the quality of work, stress, wellbeing and interventions in the workplace. From the literature review in Chapters 2, 3, 4 and 5, it is clear that change in the work environment, and the subsequent stress it imposes, impacts on the employee's experience of quality of worklife and wellbeing and the employee's reaction to both these is the decisive factor in reaching health and wellbeing in the workplace. Employers have the responsibility to establish a healthy workplace by utilising intervention programmes in order to enable employees to accept ownership of their lives in reaching optimum health and wellbeing. The literature review is followed by an empirical investigation during which evaluative research was utilised. The quantitative-qualitative research approaches, with focus on Creswell's ‘dominant-less-dominant’ model was used where the quantitative phases were used as the dominant paradigm. The quantitative descriptive design's random cross section is utilized to investigate the nature, extent and impact of stress on the QWL of employees at the relevant tertiary education institution. The adapted ‘ASSET’ mailed questionnaire was provided to respondents from two chosen faculties and respondents who participated in the SMP. The quasiexperimental research design's one-group pre-test / post-test design and hand-delivered questionnaires served as the second quantitative phase of this study. During the qualitative third phase, the case study, with focus on a collective case study as research strategy, was followed during which semi-structured interviews with an interview schedule were used to obtain additional information. The experiences and needs of respondents, who completed the SMP training, were determined in order to take into account these experiences and needs when the SMP is adapted. The structured questionnaires, as well as the semi-structured interviews were used as pre-test and post-test to determine the effectiveness and the utilization value of the current SMP. The choice of the different approaches, strategy and design which were followed during the research process, were relevant and successful in order to address the formulated problem, to provide a sensible answer to the research question, and to confirm the hypothesis. The researcher could therefore succeed to, by using methodological triangulation, combine the quantitative-qualitative approaches, during which multiple methods were applied to explore and compare all possible aspects of the same phenomenon and to subsequently verify the validity thereof. Based on findings, the following conclusion can be made: firstly, there are stressors present at the relevant tertiary education institution; secondly, stress has a substantial impact on the QWL of employees; and the current Stress Management Programme contributes to an improved QWL of employees. / Thesis (DPhil)--University of Pretoria, 2009. / Social Work and Criminology / unrestricted

The purpose of this study was to explore the impact of the working conditions on the productivity of the nursing staff in the Midwife&Obstetrical Unit of Pretoria West Hospital. It was important to establish the working conditions prevailing within the unit and further to determine which factors related to the working conditions that influence productivity of the nursing staff. The findings of the research are intended to provide guidance to the management in dealing with issues regarding working conditions so as to improve the productivity of the nursing staff in the unit. A combination of quantitative and qualitative approaches was used, specifically the dominant-less-dominant model. The research approach was predominantly quantitative with lesser qualitative components incorporated for respondents to give recommendations intended for management so that improvement in their working conditions could be implemented Applied research was relevant in this study as the knowledge gained, can be utilised to address productivity problems emanating from working conditions. The aspects of working conditions that impact on productivity were explored and discussed in the literature study. The literature study also included a discussion on the cost of work stress on individuals and organizations. The section concluded with a discussion on the role of Employee Assistance Programme (EAP) in an organization. A self-developed questionnaire was used as a research tool to collect data from the respondents. No sampling was done because of the small size of the population, hence all members of the population were included in the study. The findings of the study were based on thirty-four questionnaires that were returned by the respondents. The findings were analysed and presented using tables and graphs which were then interpreted in words. The study revealed that the majority of the nursing staff in the Midwife Obstetrical Unit of Pretoria West Hospital perceives their working conditions as being stressful. The working conditions are negatively impacting on their well-being and job performance. The study also revealed that EAP has been implemented at the hospital, but the services of the programme are not being utilised by the majority of the nurses in the unit. Based on the findings of the study conclusions and recommendations were made regarding strategies to improve working conditions and to increase productivity. The important limitation of the study was that through reflections of some of the respondents’ views regarding sensitive issues were not obtained. Participants were given a choice of three responses which included remaining neutral. Unfortunately some respondents chose this option rather than taking a firm stand. / Dissertation (MSW)--University of Pretoria, 2010. / Social Work and Criminology / unrestricted

Summaries in Afrikaans and English / Die noodsaaklikheip om produktiwiteit en kwaliteit in hoer onderwys te verbeter, het aanleiding gegee tot die relatief nuwe totale kwaliteitbestuur (TQM)-beweging by tersiere onderriginstellings soos universiteite en technikons. Die integrering van die totale kwaliteitverwante konsepte van strategiese TOM -intensie, eksterne omgewingsfaktore, bestuur se reaksie, kwaliteitstelseleffektiwiteit en deurlopende verbetering in 'n model, dui die gekombineerde gevolge van genoemde konsepte op die institusionele verbetering van technikons en • universiteite aan. Die belangrikste veranderlikes (binne bogenoemde dimensies van die model) wat vir institusionele verbetering by onderskeidelik universiteite en technikons verantwoordelik is, toon ooreenstemming - universiteite en technikons verskil egter ten opsigte van ander minder belangrike veranderlikes. Die funksionering van die model is soos volg: Die bestuur (akademies en administratief) van die tersiere onderriginstelling identifiseer en erken, onderhewig aan aspekte soos leierskap, kennis, ervaring, en aanvaarding, sekere eksterne omgewingsfaktore wat verband hou met die klientebehoeftes (ekstern en intern) en institusionele verbetering. Gegewe genoemde beperkings en faktore besluit bestuur op die (suboptimale) strategiese TQM-intensie om aan klientebehoeftes te voldoen. Die strategiese TQM-intensie sal nou saam met bestuur se reaksie (deur die toepassing van die TQM-beginsels en -filosofie) wat die effektiwiteit van die kwaliteitstelsel bepaal, bepaal op watter kwaliteitvlak die instelling sal opereer. Die kwaliteitstelsel bestaan uit die bestuur-, tegniese. en sosiale stelsel, en is weer eens I aan deurlopende verbetering onderhewig. (Die bestuurstelsel dien as integreerder van die ander twee stelsels.) Die eindresultaat van die toepassing van die TQMfilosofie en -beginsels is institusionele verbetering. Verder kan die model en die resultate van hierdie studie deur universiteite en technikons gebruik word by die verbetering/implementering van hulle eie, unieke totale kwaliteitimplementeringsmodel(le) - 'n uitgebreide implementeringsmodel is vir die rede voorgehou. Laastens kan die (verkorte) meetinstrumente wat vir universiteite en technikons onderskeidelik bepaal is, gebruik word om die sukses met die implementering van TQM by 'n individuele instelling te meet. / The necessity to improve productivity and quality in higher education has resulted in the relatively new movement of Total Qua~ity Management(TQM) at tertiary institutions such as universities and technikons. The integration of the total quality-related concepts of_ strategic TQM intent, external environmental factors, reaction of management, effectiveness of the quality system and continuous improvement in a model, can be used to indicate their combined results on the institutional improvement of technikons and universities. The most important variables (within the above-mentioned dimensions of the model) responsible for institutional improvement at universities and technikons respectively, correspond - however, universities and technikons differ regarding the less important variables. The functioning of the model is. as follows: The management (academic and administrative) of the tertiary educational institution identifies and recognises, subject to aspects such as leadership, knowledge, experience and acceptance, certain external environmental factors which are related to the client's requirements (external and internal) and institutional improvement. Given the above restrictions and factors, management decides on the (sub-optimal) strategic TQM intent to satisfy client requirements. The strategic TOM intent together with the reaction of the management (by the application of the TOM principles and philosophy) which determines the effectiveness of the quality system, will determine on which quality level the institution will operate. The quality system comprises the management, technical and social system, and is again subject to continuous improvement. (The management system serves as an integrator of the other two systems). The end result of the application of the TOM philosophy and principles is institutional improvement. The model and results of the study can further be used by universities and technikons for the improvement\implementation of their own, unique, total quality implementation model(s) - for this reason an extended implementation model was presented. Lastly, the (abridged) measuring instruments established for universities and technikons respectively, can be used to measure the success with the implementation of TQM at an individual institution. / Business Management / D.B.L.

Summaries in Afrikaans and English / Die noodsaaklikheip om produktiwiteit en kwaliteit in hoer onderwys te verbeter, het aanleiding gegee tot die relatief nuwe totale kwaliteitbestuur (TQM)-beweging by tersiere onderriginstellings soos universiteite en technikons. Die integrering van die totale kwaliteitverwante konsepte van strategiese TOM -intensie, eksterne omgewingsfaktore, bestuur se reaksie, kwaliteitstelseleffektiwiteit en deurlopende verbetering in 'n model, dui die gekombineerde gevolge van genoemde konsepte op die institusionele verbetering van technikons en • universiteite aan. Die belangrikste veranderlikes (binne bogenoemde dimensies van die model) wat vir institusionele verbetering by onderskeidelik universiteite en technikons verantwoordelik is, toon ooreenstemming - universiteite en technikons verskil egter ten opsigte van ander minder belangrike veranderlikes. Die funksionering van die model is soos volg: Die bestuur (akademies en administratief) van die tersiere onderriginstelling identifiseer en erken, onderhewig aan aspekte soos leierskap, kennis, ervaring, en aanvaarding, sekere eksterne omgewingsfaktore wat verband hou met die klientebehoeftes (ekstern en intern) en institusionele verbetering. Gegewe genoemde beperkings en faktore besluit bestuur op die (suboptimale) strategiese TQM-intensie om aan klientebehoeftes te voldoen. Die strategiese TQM-intensie sal nou saam met bestuur se reaksie (deur die toepassing van die TQM-beginsels en -filosofie) wat die effektiwiteit van die kwaliteitstelsel bepaal, bepaal op watter kwaliteitvlak die instelling sal opereer. Die kwaliteitstelsel bestaan uit die bestuur-, tegniese. en sosiale stelsel, en is weer eens I aan deurlopende verbetering onderhewig. (Die bestuurstelsel dien as integreerder van die ander twee stelsels.) Die eindresultaat van die toepassing van die TQMfilosofie en -beginsels is institusionele verbetering. Verder kan die model en die resultate van hierdie studie deur universiteite en technikons gebruik word by die verbetering/implementering van hulle eie, unieke totale kwaliteitimplementeringsmodel(le) - 'n uitgebreide implementeringsmodel is vir die rede voorgehou. Laastens kan die (verkorte) meetinstrumente wat vir universiteite en technikons onderskeidelik bepaal is, gebruik word om die sukses met die implementering van TQM by 'n individuele instelling te meet. / The necessity to improve productivity and quality in higher education has resulted in the relatively new movement of Total Qua~ity Management(TQM) at tertiary institutions such as universities and technikons. The integration of the total quality-related concepts of_ strategic TQM intent, external environmental factors, reaction of management, effectiveness of the quality system and continuous improvement in a model, can be used to indicate their combined results on the institutional improvement of technikons and universities. The most important variables (within the above-mentioned dimensions of the model) responsible for institutional improvement at universities and technikons respectively, correspond - however, universities and technikons differ regarding the less important variables. The functioning of the model is. as follows: The management (academic and administrative) of the tertiary educational institution identifies and recognises, subject to aspects such as leadership, knowledge, experience and acceptance, certain external environmental factors which are related to the client's requirements (external and internal) and institutional improvement. Given the above restrictions and factors, management decides on the (sub-optimal) strategic TQM intent to satisfy client requirements. The strategic TOM intent together with the reaction of the management (by the application of the TOM principles and philosophy) which determines the effectiveness of the quality system, will determine on which quality level the institution will operate. The quality system comprises the management, technical and social system, and is again subject to continuous improvement. (The management system serves as an integrator of the other two systems). The end result of the application of the TOM philosophy and principles is institutional improvement. The model and results of the study can further be used by universities and technikons for the improvement\implementation of their own, unique, total quality implementation model(s) - for this reason an extended implementation model was presented. Lastly, the (abridged) measuring instruments established for universities and technikons respectively, can be used to measure the success with the implementation of TQM at an individual institution. / Business Management / D.B.L.

Text in Afrikaans / The purpose of this research study is to determine the extent to which employee assistance programmes can be utilised by welfare agencies to ensure that work-related and personal problems do not negatively influence the productivity of social workers. The group of respondents consisted of ten social work supervisors from ten different welfare agencies, which included civil sevice organisations, specialist organisations and family welfare organisations. The conclusion that was reached based on the findings of the empirical study is that social workers have a need for services that will prevent, relieve or eliminate their work-related and personal problems, in order to improve the productivity and general functioning of social workers. It is recommended that welfare agencies in accordence with their unique nature and functioning and the specific needs of the social workers, utilise employee assistance programmes so as to ensure optimal productivity of social workers / Die doel van die navorsingstudie is om te bepaal tot watter mate werknemerhulpprogramme deur welsynsinstansies aangewend kan word ten einde te verseker dat werkverwante en persoonlike probleme nie die produktiwiteit van maatskaplike werkers negatief beinvloed nie. Die ondersoekgroep het bestaan uit tien maatskaplikewerksupervisors van tien verskillende welsynsinstansies, te wete staatsdiensorganisasies, spesialiteitsorganisasies en gesinsorgorganisasies. Na aanleiding van die empiriese ondersoek is daar tot die gevolgtrekking gekom dat maatskaplike werkers 'n behoefte aan dienste het wat hul werkverwante en persoonlike probleme voorkom, verlig of uit die weg ruim ten einde produktiwiteit en algemene funksionering van maatskaplike werkers te bevorder. Daar word aanbeveel dat welsynsinstansies, na gelang van hul unieke aard en funksionering en die spesifieke behoeftes van die maatskaplike werker, werknemerhulpprogramme sal aanwend ten einde optimale produktiwiteit van maatskaplike werkers te verseker. / Social Work / M.Diac. (Social Work)

Text in Afrikaans / The purpose of this research study is to determine the extent to which employee assistance programmes can be utilised by welfare agencies to ensure that work-related and personal problems do not negatively influence the productivity of social workers. The group of respondents consisted of ten social work supervisors from ten different welfare agencies, which included civil sevice organisations, specialist organisations and family welfare organisations. The conclusion that was reached based on the findings of the empirical study is that social workers have a need for services that will prevent, relieve or eliminate their work-related and personal problems, in order to improve the productivity and general functioning of social workers. It is recommended that welfare agencies in accordence with their unique nature and functioning and the specific needs of the social workers, utilise employee assistance programmes so as to ensure optimal productivity of social workers / Die doel van die navorsingstudie is om te bepaal tot watter mate werknemerhulpprogramme deur welsynsinstansies aangewend kan word ten einde te verseker dat werkverwante en persoonlike probleme nie die produktiwiteit van maatskaplike werkers negatief beinvloed nie. Die ondersoekgroep het bestaan uit tien maatskaplikewerksupervisors van tien verskillende welsynsinstansies, te wete staatsdiensorganisasies, spesialiteitsorganisasies en gesinsorgorganisasies. Na aanleiding van die empiriese ondersoek is daar tot die gevolgtrekking gekom dat maatskaplike werkers 'n behoefte aan dienste het wat hul werkverwante en persoonlike probleme voorkom, verlig of uit die weg ruim ten einde produktiwiteit en algemene funksionering van maatskaplike werkers te bevorder. Daar word aanbeveel dat welsynsinstansies, na gelang van hul unieke aard en funksionering en die spesifieke behoeftes van die maatskaplike werker, werknemerhulpprogramme sal aanwend ten einde optimale produktiwiteit van maatskaplike werkers te verseker. / Social Work / M.Diac. (Social Work)