The government has taken constructive steps to address the issue of poverty in South Africa. The principal strategy on the government, and for that matter municipalities for poverty alleviation is to promote sustainable development (better quality of life for all) through the process of integrated development planning (IDP). Municipalities are, by virtue of legislation, required by the Government to use Integrated Development Planning as the vehicle to improve and fast-track service delivery and development. One of the main objectives of the IDP is to promote sustainable development. The objective of this study is to determine the extent to which the IDP is used to promote sustainable development at Emfuleni Local Municipality (ELM). For the purpose of the study, the hypothesis was formulated that the implementation of IDP as a tool for promoting sustainable development within ELM is significant for improving service delivery and the living standard of local communities. To test the validity or otherwise of the hypothesis use was made of theoretical review of literature in promoting sustainable development at ELM. Further there was an empirical research method of open-ended questionnaires that was used to test attitudes and perceptions of municipal officials, IDP representatives and the community of ELM on the effectiveness of IDP. It was found among others that:The council and management of ELM consider the IDP as effective management tool in promoting sustainable development; ELM has elaborate plans and mechanisms for initiating programmes on the IDP; Public participation in the process needs to be intensified. While the municipality has achieved much success with the use of the IDP, the rural residents of ELM are largely ignorant of the process and its benefits. The study ends with recommendations for improvement of the IDP process. / Thesis (M.A. (Public Management and Administration))--North-West University, Vaal Triangle Campus, 2008.

Section 38 of the Local Government Municipal Systems Act (32 /2000) tasks municipalities to establish a performance management system that corresponds with resources, circumstances, objectives, indicators and targets as stated in the municipalities integrated development plan. The Act further states that a culture of performance management should be promoted amongst all stakeholders. Thus, the Emfuleni Local Municipality (ELM) has the statutory obligation to provide an effective and efficient people cantered administration that will ensure quality and sustainable service delivery. The Emfuleni Local Municipality tends to have a culture of non - performance or low service delivery which is prevalent amongst employee or personnel. Performance Management System (PMS) is the service delivery tool, which in this regard is designed to specifically enhance service delivery among the communities. The objective of this study was to assess the effects of implementation of PMS by officials and employees to ensure whether there is effective, efficient and economic delivery of services at ELM. For the purpose of this study, the hypothesis was formulated that due to the inability of integrating IDP planning system with performance management and service delivery, Emfuleni Local Municipality is ineffective in successful implementation of the IDP. To test the validity or otherwise of the hypothesis, use was made of theoretical review of literature on PMS as a tool for enhancing service delivery at ELM. Further there was an empirical research methodology of open - ended questionnaire that was used to test attitudes and perceptions of municipal officials and employees and effectiveness of implementation of PMS at ELM. It was found among others, that: there is lack of experience and proper training among municipal officials at ELM, ELM employs inexperienced and not well trained employee in the management level, balance scorecard remains a valid instrument at Emfuleni's disposal to influence commitment to the delivery of service, management at ELM did not market PMS effectively to the staff, the PMS has positive influence on production, the political and administrative accountability in a democratic government cannot be dissociated from each other. The study ends with recommendations for action to be taken by management of ELM. / Thesis (M. Development and Management)--North-West University, Vaal Triangle Campus, 2009.

Age brings about that physical strength diminishes and in many cases there is also a loss of social contact. Older people possess years of knowledge based on experience which can be applied effectively in a service centre to the advantage of other older people. Amongst others, Section A contains the problem statement, research objectives and procedures that were undertaken. The overarching aim of this investigation was to establish the role of the retired volunteer in the functioning of Potchefstroom Service Centre for Older People. To reach the aim, the following objectives were aimed at: Obiective 1. To establish what the reasons are for retired people to become involved in Potchefstroom Service Centre of Older People as volunteers. Obiective 2. To establish in what area of the service centre retired people are involved as volunteers. Obiective 3. To establish the psychosocial functioning, self-perception, work values and profile of the retired volunteer involved in Potchefstroom Service Centre for Older People. Obiective 4. To determine what volunteers of the service centre for older people expect of the staff regarding, for instance, acknowledgement, responsibilities and remuneration. Section B contains the two articles in which the outcomes of the research were reported. Article 1 pertains to the reasons why older people become involved in service centres as volunteers and in which areas. Article 2 enters into the psychosocial functioning, self-perception, work values, profile and expectations of the retired volunteer. In Section C a synopsis of the most important findings and conclusions regarding the investigation was presented in its entirety. Additionally, recommendations were made and the contribution of the investigation was highlighted. Section D contains addendums to the research report such as the self-compiled questionnaire and the standardised questionnaire. The dissertation was concluded in Section E with a comprehensive reference list. / Thesis (M.A. (MW))--North-West University, Potchefstroom Campus, 2009.

THE UTILISATION OF LIFE MAPS AS AN AID IN FOSTER CARE SERVICE DELIVERY. During the past few years there has been a significant increase in foster care service delivery, partially due to the HIV and AIDS pandemic. More children need to be placed in foster care, and family placements become an only option in many cases. Due to this shift in foster care placements permanency planning has become an important part of foster care services. Thus, this study has focused on the development of guidelines by using a concept model with the focus on life maps in order to facilitate and structure the foster care process. / Thesis (M.A. (MW))--North-West University, Potchefstroom Campus, 2009.

The notion of accountability assumes different meanings and emphasis in different contexts depending on the purpose for which it is used. In essence, accountability has to do with the demand for improved services, operations and products. In the public sector in particular, the spread of democratization has led to growing public demand for improved and better services and standards. This demand led many governments to introduce administrative reforms to bring about the desired changes in the delivery of services to the general public. Education, as a public service, and against the backdrop ofpoor learning outcomes, has over the years been subjected to intensive public scrutiny leading to increased demand for education accountability. The huge expectations imposed on educational establishments have led to a significant change in the nature and scale of education accountability. Equally, the lack of confidence in public schools to meet the educational needs of society is a further justification for the demand for accountability in education. Education accountability, in the final analysis, has as its primary goal, the need to improve learning outcomes. This study is about the development of a conceptual framework to enhance accountability in public schooling. Existing accountability processes and practises fall far too short of making public education accountable. Partly because approaches to accountability are not grounded on fundamental values and principles. Accountability in general and education accountability in particular, must be underpinned by sound values and principles to be effective and developmental. This study takes as its point of departure, the view that education accountability is both necessary and desirable if the growing educational needs of communities, particularly the poor, are to be met. To that effect, the conceptual framework has to afford every learning institution, regardless of its unique characteristics and circumstances, the opportunity to meet its accountability obligations. In this study, the quantitative and qualitative designs were employed to gather information relating to accountability processes and practises in the N orth-West education system and schools in particular. A survey questionnaire (quantitative) was used to compile data regarding the views and perspectives of principals on education accountability. Focus group interviews (qualitative) were conducted with both district officials and teacher unions to solicit their views and perspectives on the processes and practises of accountability in the North-West education department. The sample involved 222 principals from both primary and secondary schools in the province. Nine (9) union representatives drawn from the three major unions in the province participated in the focused group interviews. In addition, 7 district officials, drawn from the four education districts in the province also participated in the focus group interviews. The research, as stipulated above, yielded the following results: • Most of the principals surveyed managed schools that are located in rural and generally poor areas. These demographic challenges imposed serious limitations on the capacity of principals to manage effectively since rural schools are often geographically dispersed and poorly resourced. Consequently, accountability processes and practises must be sensitive to the context within which these schools operate. • Most of the principals sampled have the requisite qualifications and managerial experience suggesting that they are reasonably equipped to do their work. There is also evidence that provision is made for in-service training in management. It could therefore be concluded that if experience and qualifications alone were taken as key determinants in securing effective management, many of the sampled schools would be performing reasonably well. This finding however, is inconsistent with the widespread school level dysfunctionality that characterise the North-West schooling system. Effective accountability would therefore go beyond the principal to find answers to this incongruecy. • Teacher quality and teacher professionalism were identified as key levers of educational quality and school level accountability • There is a clear and direct link between an accountable school and the role of the principal. The characteristic features of an accountable school tended to overlap with the roles and responsibilities of the principals. • The role ofstakeholders in enhancing education accountability was supported by most respondents, suggesting therefore that schools must strive to develop healthy relationships with all stakeholders, both internal and externaL • Collaboration and networking among principals were seen as important in providing principals with opportunities to share ideas and thereby enhance their own capabilities • Accountability was seen by most respondents in a positive light, however, participants maintained that accountability processes and practises were poorly understood and implemented in the North-West education system. • There was general concern that the various parties to the accountability relationship did not understand their respective roles and responsibilities and thus diluting instead ofenhancing accountability. • The views of participants on the importance of performance agreements as a way of enhancing accountability were generally negative. Fear was expressed that these agreements would be abused. This finding is consistent with the finding that accountability practises were poorly understood and implemented. The general conclusion from this study is that education accountability is both necessary and desirable. However, the complex contexts within which education is delivered must be fully appreciated if accountability practices and processes are to be effective. / Thesis (Ph.D. (Education Management))--North-West University, Potchefstroom Campus, 2011

There has been minimal Australian research focussed on the management and leadership aspects of directors' work in centre-based child care to date. In Australia, practices in early education have been largely drawn from studies in other cultural contexts, particularly research undertaken in the United States. It is timely that Australian research should inform its social policy about quality child care programs. The focus of this research was on the nature and characteristics of effective management and leadership practices in centre-based child care. Research (Jorde Bloom, 1992b; Morgan, 2000; Poster & Neugebauer, 2000; Rodd, 1994) indicates that quality of child care programs is influenced mostly by the leadership that the centre director can provide to staff within the centre. The conceptual framework adopted in this study views leadership from a Social Systems framework. Central to a Social Systems framework is the notion that organisations do not exist in isolation rather, leadership and management in these settings are embedded in a broader social context. A Social Systems Model has received little attention in contemporary research on child care in Australia, and this study aims to build a framework for future studies in this area. The aim was to investigate leadership and management in child care in social, legislative and economic context. The findings seek to inform researchers, policy makers and practitioners. Eight directors were purposively selected from community-based and privately based centres in urban and rural areas, and from accredited centres in South East Queensland. The selection of varying locations allowed the researcher to gain a broader perspective of the directors' daily lives, as different contextual and environmental conditions were anticipated to influence management and leadership within the child care centres. Within this study, case studies of directors of child care centres were developed through interviews with the directors. The interview methodology focussed on exploratory semi-structured, open-ended questions in relation to management and leadership in centre-based child care. Directors were interviewed on two occasions within a three month period. In the current context of the delivery of child care services in a market driven climate, the language of business and organisational theory has entered the lexicon of the early childhood field (Press, 1999). The findings indicate that the director of a child care centre needs to have training and experience in business management and leadership to enhance their competencies for management of centres in today's competitive environment. Growth in child care franchises is significantly changing and truly developing a "child care industry" (Murdoch, 2004). Also, consideration needs to be given to increasing accountability in child care service delivery, and how to better support directors in their role as advocates in the broader early childhood field. Further, families in specific communities have varying needs and early childhood programs should reflect the needs of the local community. Leadership models within child care centres should encompass the micro and macro influences on the operation of centres. Literature suggests that early childhood centres provide an opportune place to support families in a variety of ways through integrating support services to address the underlying social and policy factors that affect young children and their families (Commonwealth of Australia, 2003; Corter, 2001).

This study identifies informal networks as the most accepted method of sharing information. Enhancing service delivery is shown as being a key trigger of coordination while rigid funding approaches are perceived to be a major inhibitor. Organisational type, position, practice approaches and location are shown to influence people's perception of coordination.

The primary goal of this thesis is to consider probation practice and the contribution of leadership to the achievement of effective service delivery in the New Zealand Community Probation Service during a period of major change. In relation to this goal, the objectives are: (a) to explore Probation Officers' and Service Managers' understandings of the political and managerial changes affecting the New Zealand Probation Service; (b) to ascertain Probation Officers' and Service Managers' views of probation values, knowledge, skills and practice; (c) to understand Probation Officers' and Service Managers' views of the assessment of service delivery; (d) to identify how Probation Officers and Service Managers define and what they understand by the concepts of leadership and effective service delivery; (e) to examine how the relationship between leadership and effective service delivery is perceived and acted upon by Probation Officers and Service Managers; and (f) to determine the structures and processes that are necessary to maximise the contribution of leadership to the achievement of effective service delivery. The research participants comprised a purposeful sample of 27 Probation Officers and 8 Service Managers (front-line staff involved in service delivery) recruited from among those employed in the northern and southern administrative regions of the Probation Service. Qualitative data were collected via personal in-depth interviews and augmented by focus group discussions. The key findings of the study are that: first, effective service delivery was not perceived to be limited to the reduction of recidivism alone, but to also include the client's broader social experience, recognising that positive social benefit can extend beyond the simple measurement of offending behaviour. second, leaders must be seen to be credible if they are to create willing followers. This credibility rested upon the leader's possession of relevant practice knowledge and skills, their demonstrated commitment to professional practice, their ability to provide clear direction for practice and their ability to ensure that adequate resources are available to achieve service delivery goals; third, a positive association was drawn between a leader's professional experience, possession of personal power and ability to influence Probation Officer practice. In essence, the leader's experience and competence has a bearing upon confidence in the leader. Participants also posited a connection between positive leadership, the development of a 'team' culture, Probation Officer work performance and service delivery. Overall, the linkage between leadership and effective service delivery was conceived of as being dependent upon the ability of leaders to enhance the practice of Probation Officers. From this perspective, five leadership challenges for senior managers in the Probation Service were identified. These included the challenges to: (a) establish the professional foundations of probation practice; (b) develop a clearer, integrated statement of purpose, values and beliefs that identifies probation as a distinct area of professional practice; (c) develop probation practice in a flexible manner, incorporating international influences while remaining responsive to features and events that reflect the dynamic character of the local environment; (d) to ensure that the integrative structures, processes and new roles/positions necessary to underpin and support probation practice are introduced or implemented, notably for the provision of professional supervision; and (e) to introduce a multi-dimensional approach to the assessment of service delivery that includes both quantitative and qualitative indicators of aspects other than recidivism alone. It is acknowledged that these challenges have significant resource implications.

The aim of this study was to identify how Information and Communication Technology (ICT) affects business processes and service delivery within hotels and how ICT interacts with strategic issues confronting hotel managers. The areas of exploration were: 1) the business context of ICT; 2) the main role of ICT in day to day business; 3) ICT's impact on service delivery to hotel guests; and 4) the role of ICT in the future.As the study was exploring the General Managers' (GMs) perceptions, interviewing was selected as the most appropriate data gathering method. The sample covered a range of Auckland hotels which differed according to location, size and quality. Semi-structured interviews were used to facilitate the comparison of data between interviewees. Common themes and concepts were identified which were compared to the demographic characteristics of the hotels as well as previous research detailed in the literature.The contextual issues identified were staff availability and retention, competition (particularly price wars resulting from discounting), and location and infrastructure issues. Only half the GMs interviewed identified benefits from ICT in the day to day operation of their business. All of them described challenges or disadvantages posed by ICT. The impact on service delivery to guests was viewed more positively but there were still misgivings about the potential barriers which ICT created. There was a strong view that staff were of overwhelming importance to service delivery. Finally, envisioning the future, ICT was perceived as having the ability to make a strong contribution to business development but this ability would be constrained by staffing problems. Analyses of the findings suggest that ICT has a dual role of gathering management data and providing guest services, and GMs appear unaware of how this dual role contributes to the challenges posed by ICT. Similarly, there was limited awareness of the interaction between human agents in a business, the organisational structures, and ICT.The business implications of these findings suggest that GMs would benefit from being aware of the roles of ICT and addressing the needs of staff for a clearer understanding of how their role, and the ICT that supports it, fits into their broader operation of the business.This study is the one of first to examine the impact of ICT in New Zealand hotels, and, in particular, how this interacts with the broader social issues, and offers insights into the areas of potential conflict and ways to manage the impacts of ICT in hotels.

Thesis (M.P.A.)--University of Hong Kong, 2001. / Includes bibliographical references (leaves 107-112). Also available in print.