This study is about helping managers identify and enhance the idiosyncratic firm resources required for delivering superior perceived use value to customers. Specifically, the research has focused on the organisational knowledge required for routinised service delivery, and has operationalised this organisational knowledge as activities. Project 1 was a comparative study involving observation and interviews in two similar but differentially performing financial services organisations in order to identify the activities involved in service delivery and the differences between the two operations. Project 2 identified customers’ perceptions of value through customer interviews, and then mapped the links between these and the service delivery activities identified in Project 1. Project 3 involved a clinical inquiry intervention aiming to encourage and leverage the firm specific resource of inter-team coordination to enhance the delivery of customer value. The research has confirmed the role of firm specific resources as a source of competitive advantage, and has demonstrated a link with customers’ dimensions of perceived use value. In this study, effective inter-team coordination is identified as the firm specific strategic resource that appears to enable effective service delivery as perceived by customers, through the sharing of knowledge and interpretations, and the development of service process innovation. Many of these coordination activities are discretionary rather than prescribed, with implications for management practice. From this research, a framework has been developed for considering and managing firm specific sources of advantage at the detailed operational level. This is a micro level approach that makes specific links between the customer experience and internal activities, through identifying internal and external competitiveness factors, mapping the ‘inside-outside’ connections, and achieving alignment between internal activities and customer perceptions of value.

No abstract available / Dissertation (MAdmin)--University of Pretoria, 2001. / gm2014 / School of Public Management and Administration (SPMA) / unrestricted

Current trends in libraries require that students are able to access information and services beyond library buildings. Makerere University Library (Maklib) faces a number of challenges with regard to online and remote access to library resources and services. One possible solution to this problem lies in the use of mobile technologies. This study attempted to investigate how mobile technologies can be used to provide mobile-based library services at Makerere University library. A pilot study was conducted involving 31 postgraduate and 37 undergraduate students using questionnaires as the data collection tool. Qualitative data was collected and analyzed using Google Drive and was presented in form of text and graphs. Findings indicate that majority of Makerere University students own mobile phones that are internet enabled and those who do not own them have expressed interest in acquiring them in order to stay abreast with new technology. Although students owned internet enabled phones, they mainly used these devices to make and receive calls, and access different kinds of information ranging from news, social media to academic information. The services that students wanted to access using their mobile devices were: search the catalogue, request an e-book, request an item, chat with a librarian, view library news, access subject guides, search the library database, view library opening hours, View library contact information, Quick response, renew library items, book study group rooms, text messaging, book computer labs and view library map. There are also various resources that students expressed interest in and these include: Google searches, Google scholar, e-books, reference materials and e-journals. Convenience, flexibility, time saving, affordability are some of the reasons for acceptability of Mobile library services and resources. The majority of the respondents were positive about the implementation of the mobile services at Maklib however, some of the challenges mentioned by students include high cost of the devices and the ability to access internet services while in office. The study concludes that:  Mobile technology awareness is rapidly increasing among Ugandans especially students in higher education such as those at Makerere University.  Ownership of mobile devices is widespread among both the postgraduate and undergraduate students.  Both postgraduate and undergraduate students expressed their interest in accessing mobile library services and resources. Recommendations that ought to be adopted by Maklib and any other academic library willing to implement mobile library services are discussed. / Mini Dissertation (MIT)--University of Pretoria, 2013. / Information Science / Dissertation (MIT)--University of Pretoria, 2013. / Unrestricted

Magister Artium (Development Studies) - MA(DVS) / This study revealed the key role that social, historical, economic and political networks play in initiating and maintaining service delivery protests. While networks help in communicating service delivery problems among protestors and in mobilizing, protests that ensue are a means of communicating anger at the municipal authorities’ actions and or inactions. Using a reference to a hostage situation that occurred, I argued that there is a progression and intensification of protest tactics especially after ‘peaceful and legal’ means of engagement fail. Also, my research findings show that networks used for protest purposes can be used for other purposes. In light of this, I suggested that a better understanding, by protestors, of networks at their disposal and how they can use such networks for other community building projects is needed. Additionally, such an understanding by protestors may prove helpful for protestors to better organize and utilize their network resource and stage more effective but peaceful protests. Municipalities may use this information (networks) to communicate and connect with the communities they serve in a better way. In sum, the study further found that networks are important before the protest, during the protest and after the protest

Magister Public Health - MPH / BACKGROUND: Namibia has generalised Human Immunodeficiency Virus (HIV) and tuberculosis (TB) epidemics. In response to the TB/HIV co-epidemics in Namibia, the Ministry of Health and Social Services approved a policy of TB/HIV collaborative activities at national level and the integration of TB/HIV services at the point of service delivery. The present study explored barriers and facilitators of integration of TB and HIV service delivery in Tsandi District Hospital, which lies in rural northern Namibia. It focused on understanding the perspectives of healthcare workers and service users on integration of TB and HIV services at the health facility. AIMS & OBJECTIVES: The study aimed to describe the barriers, facilitators, and opportunities of integrated TB/HIV service delivery in Tsandi District Hospital. The specific objectives were: to describe the staffing and support systems in place for the integration of TB/HIV care; to describe the perceptions and experiences of integrated TB/HIV care by the health care workers, management and co-infected clients; and to describe the factors that facilitate or hinder the integration of TB/HIV services in the district from the point of view of district hospital managers, health care workers and co-infected clients. METHODS: The study used a descriptive qualitative study design with semi-structured key-informant interviews conducted with five healthcare managers and senior clinicians and focus group discussions with 14 healthcare workers and five TB/HIV co-infected patients, supplemented by non-participant observation in Tsandi district hospital over two weeks between May – June 2011. Sessions were audio-recorded, transcribed, and thematically analysed. RESULTS: Several factors influenced whether and to what degree Tsandi district hospital was able to achieve integration of TB and HIV services. These are: (1) model of care and nature of referral links; (2) the availability and use of human resources and workspace; (3) the system of rotating staff among departments in the hospital; (4) the supply and mode of providing medicines to patients; (5) information systems, recording and reporting arrangements; (6) and the amount of follow-up and supervision of the integrated services. The main suggested barrier factors are: (1) poor communication and weak referrals links between services; (2) inadequate infrastructure to encourage and deliver TB and HIV care; (3) staff shortages and high workload; (4) lack of training and skills among healthcare workers; (5) financial constraints and other socioeconomic challenges; and (6) fragmented recording and reporting systems with limited data use to improve service delivery. The four main facilitating factors are: (1) positive staff attitudes towards TB/HIV integration; (2) common pool of staff managing different programmes; (3) joint planning and review of TB and HIV activities at the ARV Committee; and (4) informal task sharing to alleviate healthcare worker shortages. CONCLUSIONS: This study recommends that the district build on the current facilitators of integration, while the inhibitors should be worked on in order to improve the delivery of TB/HIV services in the district. Simple and practical recommendations have been made to address the some of the barriers at district level. It is hoped that these will inform future planning and review of the current model of care by the District Management Team.

Masters in Public Administration - MPA / In recent years the concept of public participation has been embraced by governments around the world to promote citizen involvement in decision making processes both to deepen local democracy and to ensure greater effectiveness in the delivery of public services. Implementing effective participatory systems, however, has proven to be especially challenging in highly diverse societies. Despite the best intentions of policy makers, the issue of exclusion, in particular, remains problematic as participatory systems frequently fail to address the concerns of poor communities who may not even be aware of their existence. Taking as a case study the C3 notification system introduced by the City of Cape Town to facilitate citizen reporting on faulty public services, this study examined the extent to which the design and implementation of a participatory model is of benefit to poor communities in the township of Langa. Based on a qualitative methodology, which included a series of interviews with municipal officials and office bearers as well as residents of Langa, the research examined the extent to which the notification system is used by local communities and to what effect. Viewed through the lens of social exclusion theory, the findings point to the fact that the C3 system was not only based on a best-practice model imported from an advanced Western nation, but it was oriented to the needs of more affluent citizens and, as such, it failed to take into account the specific needs of poor households who frequently lack even basic services and hence have nothing to report on. As a consequence, what was intended as a mechanism for promoting greater citizen participation in service delivery processes has effectively excluded a significant proportion of the most poor and vulnerable.

Masters in Public Administration - MPA / In order to address the inequalities created by the apartheid regime between local authorities, various legislative and support mechanisms were put in place which were not always implemented effectively and efficiently. For this reason, the amalgamation of the previous racially based local authorities from 843 to 283 was introduced in terms of the Local Government Transition Act (LGTA) of 1995 and in particular the Local Government Municipal Demarcation Act of 1998. This reduction in the number of municipalities may have reduced the level of administration disruption but gave rise to institutions still being plagued by inequitable service delivery which impacted negatively on disadvantaged communities (Williams, 2000: 167). This has resulted in sporadic outbreaks of violence and protests all over the country more especially in the disadvantaged areas. In search for solutions to curb these violent protests this study was conducted to investigate the state of service delivery in the disadvantaged areas of the City of Cape Town. Langa as the oldest township in the City was selected for this purpose. As a result a questionnaire, in addition to statistics of Langa as well as interviews with important stakeholders was conducted. The data collected from these sources serve as the basis of the findings of this report. The findings establish that the majority of the residents in Langa more especially those from the formal areas are dissatisfied with the levels of service delivery. A range of factors such as intergovernmental relations, mismanagement and corruption and political infighting have been responsible for policies not being effectively implemented. However important strides have been made with regard to services most notably in the provision of electricity, water and sanitation. This is demonstrated by those respondents who indicated that they are reasonably satisfied with the levels of service delivery, most of whom were drawn from the informal rather than formal settlement areas. The findings, however, indicate that these residents are in a minority. For this reason the report concludes that the majority of the disadvantaged community of Langa is not satisfied with services due to the City of Cape Town’s failure to implement policies effectively and effciently. As a result the report not only addresses the achievements and failures of the City of Cape Town but also makes recommendations to ensure that policies are implementedeffectively and efficiently. This report firstly provides a brief introduction, background as well as the main guidelines of the research. Secondly, the report details the key issues of the research as well as those policy and legislation which relate to service delivery provisions. Thirdly, the report sketches background details of both the City of Cape Town and Langa. Fourthly the report provides a description of the findings of the report. Fifthly the report provides an analysis by way of discussing the achievements, limitations and challenges facing service delivery in Langa. Lastly, based on the conclusions derived as a result of the research, the study proposes various recommendations to speed up service delivery.

Abstract In today’s business world, the delivery of superior information technology services has become an important deliverable for successful organisations. This study focuses on the end user perception of information technology service quality in manufacturing organisations. The study focuses on one manufacturing organisation, namely Nissan South Africa, a supplier of quality vehicles to South African customers. The main research problem describes the necessity of having a tool in place that can measure users’ perception of information technology service quality. The two subproblems describe the change of perception regarding information technology service quality when measured from a functional area or designation level perspective. The functional area represents the various departments within an organisation and the designation level, the hierarchical position of the employee within an organisation. A broad literature review is conducted and a theoretical foundation is developed and relevant service quality models are reviewed and adjusted in order to construct a model to measure information technology from a service quality perspective. The information has been collected by means of a questionnaire, which was distributed to approximately 1200 users. i i The overall perception of the information technology service quality, as experienced by the Nissan user base, is rated as above average customer satisfaction. No significant differences are identified between the demographic levels and the dimensions of the service quality model. Even though the model used in this study provides a good indication of the information technology service quality, it needs to be refined on a continuous basis in order to ensure that it is aligned with the dynamic nature of information technology.

The purpose of this study was to assess the role of the officials on housing service delivery in the Nelson Mandela by Municipality (NMBM). The role of the officials currently occupies the centre stage in the Public Service and they should be proud to be the servants of the people. Furthermore, they relish the challenge of providing improved services to all by applying the principles of Batho Pele. In order to meet the goals of the study, it was necessary to study the literature on the housing sector, in particular the role of Officials in the Nelson Mandela Municipality and the reasons why people marched and accused Officials of perceived Corruption in Nelson Mandela Bay Municipality. In order to address the research problem and to fulfill the research objectives, an in depth literature study was done. Empirical studies were done by means of face-to-face interviews and Questionnaires with the Sample population from the Community and the Department of Housing officials in NMBM. The findings of the study suggested that there is ineffective client interface, housing waiting lists are not properly managed, there is a lack of transparency in housing allocations, as well as favoritism by Officials, Councilors and Community leaders on the allocation of houses and there is also a problem of the illegal occupation of houses .The study further suggests that the role of Officials and Councilors needs to be improved if it is to serve as a catalyst for effective housing service delivery to the citizens of NMBM. Recommendations were put forward to assist the Nelson Mandela Bay Municipality in improving effective and efficiency Housing Service Delivery.

The aim of the diploma thesis is analysis of problems related to service delivery at Interoute Communications Ltd. and proposal of changes by creating the project management structure according to PRINCE2, which is going to include a number of countermeasures against these problems. Theoretical and methodological part of this work is describing the basic characteristics of project and tools used under project management. Further focus is given to most popular project management methodologies with PRINCE2 as a priority. The analytical part is describing the process of service delivery and it's main problems, followed by the proposal of project management implementation into a process.