Dissertation submitted in compliance with the requirements for Master's Degree of Technology: Marketing, Retail and Public Relations, Durban University of Technology, 2011. / The purpose of this study is to investigate the perceptions of members of the public towards South African Police Service (SAPS), service delivery in the Community Service Centre (CSC) in the greater Durban area. The focus of the study was based on measurement of service quality dimension and service delivery in order to generate quality models for SAPS CSC. This study focuses on the determination of client perception of quality at the SAPS CSC. The main objective was to develop an understanding of the clients‟ perception of the service delivery by the SAPS CSC. The Servqual Model was used to establish the client‟s perceptions against their expectations of service quality at the SAPS CSC. The person-administered survey was used as the most appropriate technique. Four hundred respondents were surveyed. The data was analysed using Descriptive and Inferential statistics. The five service quality dimensions of the Servqual Model were used to measure client‟s expectations and perceptions. The results indicated that in all five service quality dimensions; (tangible, reliability, responsiveness, assurance and empathy) there was a negative quality gap. The significant differences between perception and expectation of clients in all five service quality dimensions were noted. Improvement is needed across all five service quality dimensions to improve service delivery. Furthermore, the result has revealed that client‟s perception of service quality at the SAPS CSC falls below their expectations, presenting a great challenge to the organisation. In order to improve service quality, it is recommended that SAPS need to regularly assess and monitor employees, as well as clients experiences and provide feedback.

This study explored factors that influence attitudes towards performance management among staff in the Core Network Field Operation (CNFO) of Telkom Eastern Cape. Performance management concerns achieving organisational goals efficiently and effectively. An observation by a manger that the staff were not performing optimally and were displaying a negative attitude towards performance management, necessitated an objective investigation into the reasons for such attitudes and also to be derivative of a corrective solution. This qualitative study was done in the form of a descriptive open ended survey involving geographically dispersed employees. Factual evidence gathered from the result of the study supports the literature that people have different views of performance management. A direct consequence of the different views could be in the inconsistent application of performance management. Solutions and possible corrective actions to improve employee participation and perception as sought by this study are contained in detail in the report / Business Management / M. Tech. (Business Administration)

The recognition of prior learning (RPL) is an assessment process through which experience gained outside academic contexts is recognised. The purpose of the research was to determine the influence the learner profile has on RPL assessment. To realise the purpose, the learner profile was described and consequently learning outcomes formulated for a portfolio workshop. The method which the study followed was a qualitative interpretative approach. The research comprised a literature study about adult learning theories that served as a theoretical framework for the study, as well as an overview of RPL assessment, followed by an empirical study. The empirical research component followed a multiple data collection method. The personal life stories of the research participants were analysed in order to compile a learner profile. The role the workshop played was determined from a learner perspective by means of an open questionnaire for participants. It included a collection of workshop photographs. Finally, the reflection of a group of RPL learners about their personal learning experiences was analysed. The research found that the learner profile included distinctive personal traits, such as motivation, task orientation, a sense of responsibility and an orientation towards the future. The nature of the learner profile as well as of informal learning gained within diverse learning contexts require directed preparation for assessment. The learners regarded the portfolio workshop as a sustainable learning process and as a transformational learning experience. The role the workshop played was multidimensional, as it served as preparation for compiling the portfolio. It also empowered and prepared the learner on a personal level for the context of tertiary education. Based on the research findings, the recommendations for an RPL approach should include the following: Firstly, the learner‟s voice should be afforded recognition. Secondly, preparation for assessment is essential. Thirdly, the preparation should follow an approach of assessment as a sustainable learning process. Finally, the learning outcomes for the portfolio workshop make a contribution to support the learners in bridging the learning contexts of informal learning and academic learning. The research makes a valuable contribution, as the empirical research shows that the holistic learner profile guides the approach to assessment. The mission of RPL to bring about transformation will only become a reality if a learner-centred approach recognises and empowers the learner on a personal and academic level. / Die Erkenning van Vorige Leer (EVL) is 'n assesseringsproses waardeur ervaring wat buite akademiese kontekste verwerf is, erken word. Die doel met die navorsing was om die invloed van die leerderprofiel op EVL-assessering te bepaal. Om die doel te bereik, is die leerderprofiel beskryf en voortvloeiend daaruit leeruitkomste vir 'n portefeuljewerkswinkel saamgestel. Die metode wat die studie gevolg het, was 'n kwalitatiewe interpretiewe benadering. Die navorsing bestaan uit 'n literatuurstudie oor volwasse leerteorieë wat as teoretiese raamwerk vir die studie gedien het, asook 'n oorsig oor EVL-assessering, gevolg deur 'n empiriese studie. Die empiriese navorsingskomponent het 'n meervoudige dataversamelingsmetode gevolg. Die navorsingsdeelnemers se persoonlike lewensverhale is geanaliseer om sodoende 'n leerderprofiel saam te stel. Die rol van die werkswinkel is vanuit 'n leerdersperspektief bepaal deur middel van 'n ope-vraelys aan deelnemers, wat 'n versameling werkswinkel-foto's ingesluit het. Laastens is die reflektering van 'n groepie EVL-leerders oor hulle persoonlike leerervaringe ge-analiseer. Die navorsing het bevind dat die leerderprofiel onderskeidende persoonlike kenmerke, soos motivering, taakgerigtheid, 'n verantwoodelikheidsin en 'n toekomsgerigtheid insluit. Die aard van die leerderprofiel, asook die aard van informele leer verwerf binne diverse leerkontekste vereis gerigte voorbereiding tot assessering. Die leerders het die portefeuljewerkswinkel as 'n volhoubare leerproses en as transformasionele leerervaring beskou. Die rol van die werkswinkel is meervoudig, aangesien dit dien as voorbereiding tot die saamstel van die portefeulje, asook die leerder op persoonlike vlak bemagtig en voorberei vir die konteks van tersiêre onderrig. Die aanbevelings tot 'n EVL-benadering behoort, op grond van die navorsingsbevindinge, die volgende in te sluit. Eerstens moet erkenning aan die stem van die leerder gegee word, tweedens is voorbereiding tot assessering noodsaaklik en derdens behoort die voorbereiding 'n benadering van assessering as 'n volhoubare leerposes te volg. Laastens lewer die leeruitkomste vir die portefeuljewerkswinkel 'n praktykgerigte bydrae om die leerder te ondersteun om die leerkontekste van informele leer en akademiese leer te oorbrug. Die navorsing lewer 'n waardevolle bydrae aangesien die empiriese navorsing toon dat die holistiese leerderprofiel die benadering tot assessering rig. Die missie van EVL om transformasie te weeg te bring, sal slegs 'n realiteit word indien 'n leerdergesentreerde benadering die leerder op persoonlike en op akademiese vlak erken en bemagtig. / Curriculum and Instructional Studies / D. Ed. (Curriculum Studies)

Thesis (MBA)--Stellenbosch University, 2001. / Some digitised pages may appear illegible due to the condition of the original hard copy / ENGLISH ABSTRACT: Successful organisations keep a well-balanced fit between their strategy, structure, processes, reward system and culture. Any significant change in any of the elements requires management to rethink and probably redesign the rest of the elements. Tshikondeni Coal Mine went through various changes the last few years. These changes were brought about by, amongst other things, a re-engineering project, production expansion and the appointment of new management A significant portion of the employees was newly appointed. Some of the older employees were appointed in other positions, or were required to do different work. Tshikondeni had to make sure that employees were equipped with the needed competency to do their job to the required standard and in a safe manner. The process started by ensuring that employees' medical profile fit that required by their jobs. They were also trained in identifying the hazards associated with their jobs and how to minimise exposure to risks. The gap between the competencies required for each job and that possessed by the job incumbent was identified. Training was designed to fill the identified gaps. Iscor management's annual salary increase is performance driven. The process of designing post profiles, competency documents and personal performance contracts is described. The link between the personal performance contract, the annual salary increase and the personal development plan is discussed. There is still no clear link between the annual salary increase of operational employees and their performance. Plans are in place to eventually reward all employees on a performance driven basis. The training section on Tshikondeni Mine was designed to support business objectives. It is also aligned with the trends experienced in modern training. The section, amongst other things, caters (through the use of an interactive multi media system) for the bulk of mining employees who can't read or write. All training information is kept on a central database. Employees must not only be able to do their job, but also willing or motivated to do it. Management created a work and home environment conducive towards motivated employees. A psychosocial study was done to. determine how employees and their families felt towards their environment. The results helped management to focus energy where problems were identified. Problems and pitfalls encountered during the process to ensure competency are discussed. The process followed by the mine is elucidated with modern trends, statements, remarks and suggestions found in literature. / AFRIKAANSE OPSOMMING: Hoë prestasie organisasies se strategië, strukture, prosesse, vergoedingstelsels en kultuur is in balans met dit wat sukses voorskryf. Enige wesenlike verandering in enige van die elemente kan veroorsaak dat die res van die elemente herbesoek en moontlik herontwerp moet word. Tshikondeni Steenkoolmyn het groot veranderinge oor die afgelope aantal jare beleef. Hierdie veranderinge was onder andere veroorsaak deur en proses herontwerp, produksie uitbreiding en die aanstelling van nuwe bestuur. en Beduidende hoeveelheid van wernemers was nuut aangestel. Van die ouer werknemers was aangestel in nuwe poste of was verwag om nuwe take te verrig. Tshikondeni moes verseker dat werknemers toegerus was met die nodige bevoegdheid om die werk te kan doen volgens die verlangde standaard en op en veilige manier. Die proses was begin deur te verseker dat werknemers se persoonlike mediese profiel pas by die profiel benodig deur hulle poste. Hulle was opgelei in die identifisering van gevaar in hulle werksomgewing en hoe om die risiko van blootstelling aan die gevaar te minimeer. Die gaping tussen werknemers se bevoegdhede en dié verlang deur hulle poste was geïdentifiseer. Opleiding was ontwikkel om die gapings aan te spreek. Iscor Bestuur ontvang jaarliks enprestasie gebasseerde salaris verhoging. Die proses wat gevolg is met die ontwerp van pos profiele, bevoegdheidsdokumente en persoonlike prestasiekontrakte word beskryf. me verhouding tussen die persoonlike prestasie kontrak, die jaarlikse salaris aanpassing en die persoonlike ontwikkelingsplan word bespreek. Daar is tans nie en duidelike ooreenkoms tussen die jaarlikse salaris aanpassing wat bedryfspersoneel ontvang en hulle prestasievlakke nie. Iscor het wel planne in plek om uiteindelik aan alle werknemers In prestasie gebasseerde vergoeding te betaal. Die opleidingseksie op Tshikondeni is ontwerp om besigheidsdoelwitte te ondersteun. Dit is ook belyn met moderne neigings met betrekking tot opleiding. Die seksie bedien, onder andere die grootste gedeelte van mynbou werknemers wat nie kan lees en skryf nie (met behulp van In interaktiewe multi media stelsel). Alle opleidings inligting word gestoor op In sentrale databasis. Werknemers moet nie net in staat wees om hul werk te kan doen nie, maar moet ook gemotiveerd wees om die werk te wil doen. Bestuur streef daarna om In werk- en huis omgewing te skep wat werknemers motiveer. In Psigososiale studie is gedoen om te bepaal hoe dat wememers en hulle gesinne voel ten opsigte van hulle omgewing. Die resultate het gehelp om bestuur se aandag en energie te fokus om probleme op te los. Probleme en slaggate ondervind tydens die bevoegdheidsproses word bespreek. Die proses gevolg word toegelig met moderne neigings, stellings, opmerkings en voorstelle soos wat gevind word in die literatuur.

Technical Vocational Education and Training colleges (formerly known as Further Education and Training colleges) in South Africa have undergone many changes since 1994. In 2007, a new curriculum, the National Certificate Vocational, was rolled out. The new curriculum brought an approach of outcome-based teaching and learning to continuous assessment, with a National Summative Examination set by the National Department of Higher Education Examinations and Assessments, and programme certification conducted by Umalusi (Council for Quality Assurance in General and Further Education). When the National Certificate Vocational was introduced in 2006, lecturers attended training prior to the implementation of the new curriculum. However the training was inadequate, as it was a once-off; after the implementation of the National Certificate Vocational, new lecturers never received training. Umalusi reports from 2009–2013 stated that the implementation of Internal Continuous Assessment needed attention, highlighting challenges faced by lecturers regarding its implementation. The purpose of the study is to explore the factors that impact on the quality of Internal Continuous Assessment practices in NCV Business Studies. The constant comparison analysis developed by Glaser and Strauss (1967) was used in analysing the data collected during the interviews. A qualitative research approach was employed, specifically a case-study research design. Purposive sampling was used to select lecturers as participants of this study. Data was collected through semi-structured interviews and document analysis. Findings revealed that there was lack of standardisation and uniformity in all four campuses, poor-quality assessment tasks were set using old exam papers and textbook exercises, designing of assessment tools was limited to the use of few tools and the colleges gave little attention to the policies and documents regarding implementation of Internal Continuous Assessment. Recommendations have been formulated that may add value or make an educational contribution to the growing body of knowledge by strengthening Internal Continuous Assessment processes and ensuring quality of assessment practices at these colleges, to significantly enhance students’ academic performance, competence and throughput rate. / Curriculum and Instructional Studies / M. Ed. (Didactics Studies (Curriculum Studies))

Thesis (M Social Work)--Stellenbosch University, 2002. / ENGLISH ABSTRACT: The purpose of this study is to provide a theoretical and practical guidelines for the implementation of employee assistance programmes at the Department of Correctional Services in the Western Cape. An explorative research design was used. The historical development of occupational social work international as well as the historical development of occupational social work in the South African context was discussed. The nature and content of employee assistance programmes is also discussed. Attention was given to employee assistance programmes within the organizational context. The functions of the EAP practitioner as well as the current nature and content employee assistance programmes within the Department of Correctional Services is discussed. The roles, knowledge and skills of the occupational social worker is also discussed. An empirical investigation was undertaken in which SIX EAP practitioners participated for the purpose of the study a questionnaire was designed. A structured questionnaire as well as interviews was conducted in order to gather data. Certain recommendations are made based upon the conclusions and findings. / AFRIKAANSE OPSOMMING: Die doel van hierdie studie is om 'n teoretiese en praktiese riglyne daar te stel vir die implementering van werknemershulpprogramme binne die Departement van Korrektiewe Dienste in die Wes-Kaap. Daar is van 'n verkennende navorsingsontwerp gebruik gemaak. In die studie is die ontwikkeling van bedryfs maatskaplike werk internasionaal sowel as in Suid-Afrika bespreek. Die aard en omvang van werknemershulpprogramme is bespreek. Daar is aandag geskenk aan werknemershulpprogramme binne organisasie verband. Die funksies van die werknemershulpprogram praktisyn sowel as die huidige aard van bedryfs maatskaplike werk binne die Departement van Korrektiewe Dienste is bespreek. Die rolle, kennis en vaardighede van die bedryfs maatskaplike werker is ook bespreek. 'n Empiriese ondersoek is gedoen waarvan ses werknemerhulpprogram praktisyns deelgeneem het. Vir die doel van die empiriese ondersoek is 'n vraelys ontwerp. Daar is gebruik gemaak van 'n gestruktureerde vraelys en onderhoude om data te versamel. Aan die einde van die studie word daar sekere aanbevelings gemaak wat gebaseer is op die gevolgtrekkings en die bevindings van die studie.

Thesis (MSocialWork)--Stellenbosch University, 2003. / ENGLISH ABSTRACT: Juvenile delinquency is currently reaching alarming proportions and the number of juveniles within the prison population is on the increase. The crimes committed by male juvenile offenders, are often of an aggressive nature and include crimes such as murder and rape. The high rate of crime and the nature of the offences make it essential for social work services to be rendered to the juvenile offender. The purpose of the study was to establish guidelines for the social worker with the male juvenile offender in the Department of Correctional Services. The literature study dealt with the development of the juvenile offender as adolescent and a profile of the offender was compiled. Those factors both within the family and in the environment that contribute to criminal behaviour in the male juvenile offender were discussed. Furthermore the social work intervention process based on behaviour therapy was described. An exploratory descriptive study was undertaken in order to determine the knowledge that social workers have with regard to social work intervention to the male juvenile offender. An empirical study was done based on the literature study. A sample comprised of ten social workers that work with juvenile offenders at the youth centres of the Department of Correctional Services were involved in the study. With the help of the empirical study the knowledge and skills of social workers regarding the nature of social work intervention to the juvenile was examined. The findings of the study reveal that social workers require more knowledge on the development of the juvenile offender and on those factors that contribute to criminal behaviour, as well as skills with regard to the social work intervention process with the male juvenile offender. In order to render effective social work intervention to male juvenile offenders, social workers must possess adequate knowledge about the juvenile offender and about the skills needed to apply the social work intervention process. / AFRIKAANSE OPSOMMING: Jeugmisdaad neem tans geweldige afmetings aan en die gevangenisbevolking neem toe. Die misdade wat deur manlike jeugoortreders gepleeg word, is dikwels aggressief van aard en sluit misdade soos moord en verkragting in. Die hoë voorkoms van misdaad en die aard van die oortredings noodsaak dat maatskaplike werk dienste aan die jeugoortreder gelewer sal word. Die doel van die studie was om riglyne daar te stel vir die maatskaplike werker in die Departement Korrektiewe Dienste wat met die manlike jeugoortreder werk. Die literatuurstudie het gehandel oor die ontwikkeling van die jeugoortreder as adolessent en 'n profiel van die jeugoortreder is saamgestel. Die faktore in die gesin en in die omgewing wat aanleiding gee tot misdaadgedrag by die manlike jeugoortreder, is bespreek. Voorts is die maatskaplike werk intervensieproses aan die hand van gedragsterapie beskryf. 'n Verkennende-beskrywende studie is onderneem om die kennis van maatskaplike werkers ten opsigte van maatskaplike werk intervensie aan die manlike jeugoortreder te bepaal. 'n Empiriese studie gegrond op die literatuurstudie is gedoen. 'n Steekproef bestaande uit tien maatskaplike werkers wat by jeugsentrums van die Departement Korrektiewe Dienste met jeugoortreders werk, is by die ondersoek betrek. Met behulp van die empiriese ondersoek is die kennis en vaardighede van maatskaplike werkers rakende die aard van maatskaplike werk intervensie aan die jeugoortreder ondersoek. Die bevindinge van die ondersoek toon dat maatskaplike werkers meer kennis benodig oor die ontwikkeling van die jeugoortreder en die aanleidende faktore tot misdaadgedrag, asook oor vaardighede ten opsigte van die maatskaplike werk intervensieproses aan die manlike jeugoortreder. Ten einde effektiewe maatskaplike werk intervensie aan die manlike jeugoortreder te lewer, moet maatskaplike werkers beskik oor voldoende kennis van die jeugoortreder en oor vaardighede in die toepassing van die maatskaplike werk intervensieproses.

The advent of democracy in 1994 prompted the South African government to provide public goods to the entire population as opposed to providing services along racial lines, as was the case during the apartheid era. Consequently, government expenditure increased considerably. However, continuous service delivery protests in recent years indicate that government has not been operating optimally. The Department of Planning, Monitoring and Evaluation and National Treasury introduced Organisational Performance Management (OPM) to improve service delivery. Government also adopted internal auditing as a mechanism to improve OPM because of internal auditing’s mandate, role and body of knowledge. This study explored the implementation of OPM as a management tool to assist national departments in effectively delivering goods and services to the public economically and efficiently. The study also explored the adoption of internal auditing by national departments as a mechanism to improve OPM. The study followed a sequential mixed methods approach. The chief audit executives of eighteen national departments participated in the quantitative phase. Interviews were held with employees from four national departments as well as two monitoring departments. Departmental officials included five deputy directors-general, three chief directors, four directors, one deputy director and one senior internal auditor. Seven focus group discussions were held with twenty-two internal auditors from the four departments. Sixty-four documents were analysed. The study found that national departments have implemented systems of OPM and the reporting of quarterly performance information but are at different levels of maturity. However, governance and reporting fatigue and a reluctance to implement effective consequence management for poor performance may be undermining optimal performance. National departments may be also preparing strategic plans, annual performance plans and annual reports simply for compliance rather than for optimal performance. The study also found that internal auditors may not have a thorough understanding of the department’s performance environment and consequently undertake limited assessments of OPM, focusing mainly on quarterly performance information (PI) and documentation rather than on organisational strategy. However, management’s expectations from internal auditing go beyond assessing the quarterly PI and require advice and guidance on strategic imperatives. The appropriate skills, knowledge and training of internal auditors therefore require review. Management expects assurance of sustainable future performance of the department. Internal auditing currently stands positioned to make an evolutionary transformation into becoming the most important strategic partner to management. However, under-theorisation and a restricted internal auditing approach inhibit its natural evolution. / College of Accounting Sciences / D. Phil. (Accounting Sciences)

This study investigated the leadership challenges encountered by nurse unit managers and factors enhancing leadership in their units. Currently in South Africa’s private hospitals, nurse unit managers face challenges such as financial management, cultural diversity, new roles and technology. The aim of the study was to develop a support strategy for unit managers to achieve success in their leadership role. This study was conducted at a private hospital in Gauteng Province, South Africa. A qualitative research approach was followed. Data were gathered using semi structured individual interviews with a purposive sample of six operational unit managers with one and more years working experience as unit managers. Qualitative open coding for data analysis methods and presentation were employed. Three themes emerged from the findings namely, factors influencing the leadership role of the unit manager, the challenges encountered by unit managers in their leadership role and the needs of unit managers. The factors influencing the leadership and management roles were related to the challenges encountered by nurse unit managers in running their units. The findings indicate that a key need required of the unit manager is support and direction from executive management. From the needs expressed by the nurse unit managers, ideas were formulated by the researcher to support the development of a strategy to support the unit managers in their leadership role. The strategy includes eight key elements and is presented in the section that follows. / Health Studies / M.A. (Nursing Science)

People effectiveness has become a key differentiator of competitive advantage in the knowledge economy and the need for a valid and reliable measure of people effectiveneness has become paramount for success. The research positions the psychological work immersion scale (PWIS) as a relevant measure of people effectiveness and explores the relationship between the PWIS variables (psychological attachment and people effectiveness enablers) and perceptions of business performance. Furthermore the research explores whether higher levels of psychological work immersion leads to increased business performance over time in an attempt to position the value of organisational development interventions aimed at increasing psychological work immersion levels in the work place. The setting for this research was a not-for-profit organisation in South Africa. The sample for the study was measured at two defined points in time over a 14-month period and consisted of n = 414 (T1) and n = 551 (T2). The study showed that the PWIS factor structure is a valid measure of the psychological work immersion construct across time (T1 and T2). The results provided evidence of convergent, intra-discriminant and external discriminant validity (construct validity) of the PWIS within (T1 and T2) and over time (T1 vs T2). The results showed that the PWIS has acceptable internal consistency reliability within and across time (T1 and T2) as well as demonstrating test-retest reliability across time. The results provided evidence that the people effectiveness enablers and psychological attachment variables significantly predict perception of business performance indicators (profit/loss, costs, and cash flow related to operating activities), and that strong perceptions of people effectiveness enablers relate to strong individual perceptions of business performance through a high sense of psychological attachment. The mediation results confirmed the test-retest reliability and validity of the PWIS in predicting perceptions of business performance within and over time. This finding shows that psychological attachment is an important factor in terms of iv influencing the individual perceptions of business performance which is related to improvements in actual business performance. The study also showed evidence of a positive relationship between psychological work immersion and business performance and demonstrated improvements in psychological work immersion coincided with year on year improvements in business performance. The study contributes towards the current literature on organisational development and specifically on the measurement of people effectiveness within knowledge economy organisations. / Industrial and Organisational Psychology / D. Com.