Thesis (MPA) --University of Limpopo, 2011. / In this research report, I present the role of ethical principles in promoting efficient service delivery at the Department of Education in the Capricorn District of Limpopo Province. I critically present what the codes of conduct are; and explore the challenges and constraints faced by the public regarding behaviour and conduct of public officials Both the interviews and the questionnaires of the study were conducted at Capricorn District of the Department of Education at Lebowakgomo. The subjects of the study were all the current personnel attached to the Human Resource Management of the district.The report is concluded with an assessment of the challenges and constraints faced by the districttowards acceptable conduct as opposed to unacceptable or unethical behaviour, as well asrecommendations for addressing them.

SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This means that many service failures go unnoticed, with a large proportion of customers defecting. Since most services are performed in real time by service personnel, consistent quality output is a challenge. Therefore, occasional service failures are inevitable. Present research recognises this by offering suggestions, but does not present an integrated framework like SDM, using the presence of a customer during a service encounter as an unique opportunity to resolve issues on the spot. An elicitation process is used as a first step, attempting to improve voice and minimising lost feedback. Step two is a specific service recovery process, adapted to the failure type. SDM processes can also lead to a general increase of satisfaction and quality perception, regardless of whether or not there was a service failure. With satisfaction generally being regarded as an actual repurchase behaviour indicator, this may lead to increased sales turnover, while a higher quality perception may lead to a larger price premium tolerance and therefore higher profits. Higher service quality perceptions can also be used as a marketing positioning tool to differentiate a service from competitors. Data collected supported all hypotheses put forward in this thesis, showing statistically significant improvements on all key variables, including a satisfaction rating increase of 24percent when SDM was applied. In academic terms, the process model tested did not only link separate literature streams, but offered an integrated, proactive tool which is capable of operating in real time. Traditionally, academic models and their processes analyse results after an episode concludes, while SDM allows a provider to positively influence or manage satisfaction levels during the service delivery.

Several current social agendas in the province of Manitoba are impacting the demographics in our classrooms. Recent changes to the Public Schools Act, the Educational Administration Act, an aggressive immigration initiative and a trend for movement from rural to urban settings have contributed to classrooms where the learning and behaving needs of students are diverse, their motivations to learn are different and they have varied areas of strength and weakness. In order to meet these new challenges and to provide educational programming that reflects the needs of our global society, schools need to change the way they are delivering service to students in schools. This study used qualitative research methods to examine the conditions that facilitate building an inclusive middle school in Manitoba. Data from both focus group interviews and a document study yielded multiple themes under the headings of actions, culture and strategies. A historical scan of the school’s reform process highlighting the changes in beliefs, leadership, structures and processes over time resulted from the data analysis. Collectively, the findings identify the specific steps the school took to move to inclusion. The information contained in this study will provide a path to help educators move to creating inclusive school environments where all students feel a sense of belonging and fulfillment from their educational experiences.

Several current social agendas in the province of Manitoba are impacting the demographics in our classrooms. Recent changes to the Public Schools Act, the Educational Administration Act, an aggressive immigration initiative and a trend for movement from rural to urban settings have contributed to classrooms where the learning and behaving needs of students are diverse, their motivations to learn are different and they have varied areas of strength and weakness. In order to meet these new challenges and to provide educational programming that reflects the needs of our global society, schools need to change the way they are delivering service to students in schools. This study used qualitative research methods to examine the conditions that facilitate building an inclusive middle school in Manitoba. Data from both focus group interviews and a document study yielded multiple themes under the headings of actions, culture and strategies. A historical scan of the school’s reform process highlighting the changes in beliefs, leadership, structures and processes over time resulted from the data analysis. Collectively, the findings identify the specific steps the school took to move to inclusion. The information contained in this study will provide a path to help educators move to creating inclusive school environments where all students feel a sense of belonging and fulfillment from their educational experiences.

SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This means that many service failures go unnoticed, with a large proportion of customers defecting. Since most services are performed in real time by service personnel, consistent quality output is a challenge. Therefore, occasional service failures are inevitable. Present research recognises this by offering suggestions, but does not present an integrated framework like SDM, using the presence of a customer during a service encounter as an unique opportunity to resolve issues on the spot. An elicitation process is used as a first step, attempting to improve voice and minimising lost feedback. Step two is a specific service recovery process, adapted to the failure type. SDM processes can also lead to a general increase of satisfaction and quality perception, regardless of whether or not there was a service failure. With satisfaction generally being regarded as an actual repurchase behaviour indicator, this may lead to increased sales turnover, while a higher quality perception may lead to a larger price premium tolerance and therefore higher profits. Higher service quality perceptions can also be used as a marketing positioning tool to differentiate a service from competitors. Data collected supported all hypotheses put forward in this thesis, showing statistically significant improvements on all key variables, including a satisfaction rating increase of 24percent when SDM was applied. In academic terms, the process model tested did not only link separate literature streams, but offered an integrated, proactive tool which is capable of operating in real time. Traditionally, academic models and their processes analyse results after an episode concludes, while SDM allows a provider to positively influence or manage satisfaction levels during the service delivery.

Human Resource Management is at the peak of discussion in most companies. This is after realising the importance on Human resource today’s competitive landscape. Human resource gives the organisation, competitive advantages as advanced technology and systems are easily copied. With focus on Human Resource Management, came the devolution of line managers. Line managers are not trained, nor experts on HRM, and as they take on the human resource role, the success of HRM depends on how well they can carry out their HR responsibilities. This research looks at factors that are detractors and enhancers of the effective Human Resource Management. Four factors are identified as having an impact on the HRM and these are Workload Pressures, Competency, Recognition and Management and HR staff support. The research methodology employed is a survey technique, which consisted of a survey questionnaire to identify, which ones are detractors and enhancers. The research identified some of these factors to fall as a detractor or enhancer depending on their positivist or negativity. / Dissertation (MBA)--University of Pretoria, 2010. / Gordon Institute of Business Science (GIBS) / unrestricted

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D.Phil. (Leadership Performance and Change) / Please refer to full text to view abstract

In the South African context, upgrading to, and delivery of a basic water-supply service to small-community households is expected to bring benefits such as reduced exposure to contaminated drinking water. A basic water-supply service mostly means that water is distributed to the community via communal taps that are not on the households’ premises (DWA, 2003). While this is seen as an improvement, people still have to use plastic containers (mostly 20-25ℓ volume) to collect water from the taps and store in their houses (Nala et al., 2003). Authors report that, from a health-related microbial water quality perspective, the management (e.g. poor container-hygiene practices) of household containers cause microbial re-contamination of good quality water (Gundry et al., 2004; Jagals et al., 2004; Jensen et al., 2002). This implies that household container water pose a risk of microbial infection to an individual if used for drinking without any household level disinfection. Providing clean water to households, even thought they might still have to use the containers, does limit the extent of the recontamination because of consistent use with the clean water as opposed to when communities use these containers to source contaminated surface waters (Mokoena et al., 2010). When the supply system fails, which was reported to happen frequently in the study area (Rietveld et al., 2009), the affected communities will return to their original source of water, using the same containers to collect what is often contaminated water (Momba et al., 2006). While it is plausible that the probable risk of infection will change with these service inconsistencies, it has not conclusively been shown what the effect of it might be on risk. This submission demonstrates how a quantitative microbial risk assessment (WHO, 2004) can be used as a tool to assess these shifts in risk, offering another technique to assess the effectiveness of a small-community water supply service. The aim of the study was assess, after implementation with subsequent operation and maintenance of two small-community water supply schemes, the effect of service delivery on the annual risk of bacterial infection for individuals based on pathogenic E. coli in the water that the people in the community drink.

A developmental state like South Africa requires a capable and effective public service to implement its national development plan. In essence, to achieve its developmental goals, South Africa will have to depend upon the commitment, strength and competence of public servants who must convert the stated developmental goals into coherent programmes. Currently, the South African government is structured into three spheres; the national, provincial and local. Each of the three spheres derives its public service delivery mandate and competence from the Constitution, 1996. Furthermore, in terms of the Constitution the public service is comprised of the national and provincial spheres of government, while the local sphere of government remains distinct and independent from the other two. Therefore, this structure has led to a public service delivery by national and provincial spheres on the one hand and the local sphere on the other. Consequently, the Constitution, 1996 recognises the interdependence of the three spheres and fosters co-operation among them in the quest to deliver public services. The single public service envisaged in the commonly known Single Public Service Bill currently before Parliament contains a potential for bridging the organisational gaps associated with the current structure of government and is intended for citizens to benefit from a seamless interface with government machinery. Apart from the service delivery opportunities offered by the unification of the administration in the three spheres of government in a Single Public Service, some challenges remain. The notion of a Single Public Service in ensuring seamless public service delivery in South Africa is critically examined in the article. The objectives of the notion are critically explored as well the opportunities and challenges presented by the unification of the administration in the three spheres of government on public service delivery. The article concludes with recommendations for seamless service delivery.