Для успешной деятельности компании в современных условиях организациям необходимо обладать знаниями во всех сферах хозяйственной деятельности. В каждой компании существует свой набор проблем, требующих решения. Совокупность этих проблем в теории управления называется "проблемное поле". При проведении анализа можно выявить множество проблем, среди которых найдутся «корневые». Такие проблемы являются источником возникновения других и усиливают их. Предметом исследования в данной выпускной квалификационной работе является проблемное поле организации. В работе применялись следующие методы исследования: анализ научной и учебной литературы, анализ финансового состояния организации, матрица БКГ, SWOT-анализ, анализ конкурентов, анализ потребителей, метод мозгового штурма, диаграмма Исикавы, экспертная оценка эффективности (актуальности) предложений проекта. / In order for the company to operate successfully in modern conditions, organizations need to have knowledge in all areas of business. Each company has its own set of problems that need to be addressed. The totality of these problems in control theory is called the "problem field." During the analysis, you can identify many problems, among which there are "root." Such problems are the source of others and exacerbate them. The subject of research in this graduation qualification work is the organization's problem field. The following research methods were used in the work: analysis of scientific and educational literature, analysis of the financial state of the organization, the BKG matrix, SWOT analysis, competitor analysis, consumer analysis, brainstorming method, Ishikawa diagram, expert assessment of the effectiveness (relevance) of project proposals.

В диссертационном исследовании проведен конкурентный анализ рынка услуг школ бега в Екатеринбурге, выявлены проблемы и предложены пути их решения. Разработана услуга пробного занятия для внедрения в школе бега Foreverun. Предложенные в работе мероприятия позволяют познакомить потенциального клиента со школой бега, повысить уровень лояльности и доверия клиента. / The dissertation study analyses the market for running school services in Ekaterinburg, identifies problems and suggests ways to solve them. A trial lesson service was developed to be implemented in the Foreverun running school. The suggested activities allow to introduce a potential client to the running school, to increase the level of loyalty and trust on the side of a client.

Thesis (M.Dev. (Planning and Management)) -- University of Limpopo, 2023 / The study aimed at investigating the efficacy of the Integrated Development Plan (IDP)‟s implementation to enhance basic service delivery at Mpakeni Village in the Mpumalanga Province. The South African government constitutionally mandates local municipalities, which are the spheres closer to societies, to provide basic services to their constituencies. The South African government has been attempting to address service delivery challenges and existing backlogs bequeathed by the apartheid regime. For this reason, instruments such as the IDP have been formulated to enhance basic service delivery, especially in previously disadvantaged communities. However, in many South African municipalities, such as Mbombela Local Municipality, the IDP is used only as a blue-print rather than a tool to enhance basic service delivery. The study was guided by the Humanistic Paradigm and Systems Theory. It employed both qualitative and quantitative research approaches to investigate the institutional factors that lead to effective IDP implementation. Assisted questionnaires and interviews were used to collect data from the respondents in the Mpakeni Village. The sample of the study was used to select different household respondents and municipal officials. The study involved a total of 70 household respondents and 4 key informants from the municipality. The research findings indicated the lack of capabilities in the municipality, high corruption rate and maladministration, as factors which hindered the improvement of basic service delivery. It was found that many of the residents do not understand what an IDP is all about. This means that many local citizens have little or no knowledge about how basic services are delivered to their communities. It was also found that there is lack of public participation during the IDP process and its implementation. Therefore, the study concluded that IDP implementation does not enhance basic service delivery because of the inexperience of municipal officers, among other things. Consequently, the study recommended that only experienced candidates should be employed to implement the IDP whilst the existing ones should be trained.

Thesis (Ph.D. (Public Administration)) -- University of Limpopo, 2022 / The New Public Management (NPM) movement brought about by the changes that occurred after the first democratic elections in South Africa in 1994. The changes impact on how the three spheres of government; that is, National, Provincial and Local ought to operate when rendering services to the public. These imperatives inspired this research project. Furthermore, quality service is expected to meet acceptable service standards as promulgated in the Act of Parliament. One of them being the Batho Pele White Paper (White Paper on the Transformation of the Public Service, 1997). Public Administration is governed by principles and values as enshrined in Chapter 10 of the Constitution, Section 195(1). These legislations and related regulations bring competitive public value approach in the running of local municipalities. Locals municipalities are considered drivers of service delivery in the local government sphere, one may call it the engine or heart of Public Administration. This study, therefore, seeks to highlight leadership challenges in South African municipalities from an organisational culture and leadership perspective, with the City of Tshwane Metropolitan Municipality as a research site. This study is guided by the following research questions: Why is service delivery remaining a challenge amidst the existence of regulatory and institutional frameworks in South African municipalities? How can leadership be used to influence change in the municipalities? In South Africa, the local government has undergone numerous reforms, yet elements of bureaucracy are still highly prevalent. Bureaucratic structures like municipalities require leaders and employees with specific behaviours in a particular manner and according to a specific rule. Bureaucracy by its nature limits leaders from being flexible in making decisions that are suitable to address specific issues in different situations while at the same time being compliant with the legislation that governs them. Municipalities are then faced with a challenge of not having flexible and innovative leadership that is willing to boldly take calculated risks to address the challenges of service delivery within the legal framework. This leadership challenge makes it difficult to embed culture change in the public sector. This study posits that there is a need for a culture change to outgrow the outdated bureaucracies in an effort to allow for flexibility, innovation in leadership to ease the tension between these bureaucracies and have the desire to provide quality service while being compliant with the legislation. This research argues that organisational culture is tied to leadership traits when attempting to address service delivery challenges in South African municipalities. A responsive and accountable culture should model the values and principles of the Constitution without fear or favour, and make realistic cost-effective and visible change that will address the imbalances of apartheid municipal system of government. This research has it that leadership influences culture and supports and operationalises it. As much as it acknowledges other theories of leadership in the context of the current diverse challenges that municipalities confront, this study perceives that the contingency theory stands out. The contingency theory allows innovation and flexibility for different situations. It is not rigid and allows for the internal and external adaptation of culture that is effective and suitable for different situations. One size does not fit all in the application of the contingency theory leadership approach. Municipalities and organisations need leadership that is open to change, encourage and support innovation for its competitiveness and survival. For the success of culture change, leaders of organisations need to change their leadership practices, behaviour, decision making, communicate, and create a conducive environment for new ideas, constructive criticism, responsive and accountable. Kanyane (2014:89) reminds us that “the need to improve performance was underpinned by the State’s acceptance of the municipal service delivery challenges that to access descent municipal services was no longer a privilege to be enjoyed by a few.” Leaders are agents and catalyst of change. As Schein,2004: 20 puts it, “Leadership and change are two sides of a coin, the one cannot exist without the other.” Further, leaders must walk the talk if they want to lead. Should they fail to manage the sub-cultures in the organisations they lead, those sub-cultures will end up managing the overall organisational culture. Municipalities and organisations need leaders who are keen to introduce effective culture change that is results-oriented. The stability of effective culture change comes through feedback from the environment and not from the leader because the recipient of service shall have experienced it (Kuppler & Schein, 2016 / National Institute for the Humanities and Social Sciences (NIHSS) and South African Humanities Deans’ Association (SAHUDA)

This dissertation analyses public health service delivery at the Sir Seewoosagur Ramgoolam National Hospital (S.S.R.N.H.) in Mauritius. Particular emphasis is laid on the historical development of public health service delivery at S.S.R.N.H. Public health service delivery has been approached from the view points of its nature and scope. The core components of the research survey have been on some major obstacles and flaws in effective public health service delivery at S.S.R.N.H. The measuring instrument used for the research survey was a self­ administered questionnaire. The main findings were discussed especially absenteeism, personnel turnover, stress, burnout, morale, sexual harassment, lethargy and disobedience, nepotism, shirking responsibility, alcohol and drug abuse, active political interference, bribery and corruption, dishonesty and retaliation and neglect of duty. Attention was also devoted on the current national health policy for improving public health service delivery at S.S.R.N.H., inter-alia, the National Policy for Public Heath Act 17 of 2000 and the White Paper on Health Sector Development and Reform of December 2003. The public health environment is constantly altering. Therefore, it is essential to adjust to the changing health environment. This dissertation has addressed the future challenges in the micro health environment and macro health environment of S.S.R.N.H. Ultimately, a holistic instead of a parochial approach to addressing shortcomings identified in public health service delivery at S.S.R.N.H. has been advocated in this dissertation. / Public Administration / M.Admin. (Public Admin)

This dissertation analyses public health service delivery at the Sir Seewoosagur Ramgoolam National Hospital (S.S.R.N.H.) in Mauritius. Particular emphasis is laid on the historical development of public health service delivery at S.S.R.N.H. Public health service delivery has been approached from the view points of its nature and scope. The core components of the research survey have been on some major obstacles and flaws in effective public health service delivery at S.S.R.N.H. The measuring instrument used for the research survey was a self­ administered questionnaire. The main findings were discussed especially absenteeism, personnel turnover, stress, burnout, morale, sexual harassment, lethargy and disobedience, nepotism, shirking responsibility, alcohol and drug abuse, active political interference, bribery and corruption, dishonesty and retaliation and neglect of duty. Attention was also devoted on the current national health policy for improving public health service delivery at S.S.R.N.H., inter-alia, the National Policy for Public Heath Act 17 of 2000 and the White Paper on Health Sector Development and Reform of December 2003. The public health environment is constantly altering. Therefore, it is essential to adjust to the changing health environment. This dissertation has addressed the future challenges in the micro health environment and macro health environment of S.S.R.N.H. Ultimately, a holistic instead of a parochial approach to addressing shortcomings identified in public health service delivery at S.S.R.N.H. has been advocated in this dissertation. / Public Administration and Management / M.Admin. (Public Admin)

The advent of a political democracy in South Africa in 1994 generated hope for a better life for all South Africans especially those marginalised during the apartheid era. The newly formed democratic government was confronted with the mammoth task of expounding and decreeing policies and processes that would warrant equality and equity in the provision of basic services to its citizens. Local government being the third sphere of government and which is closest to the people was entrusted with the responsibility of rendering basic services to its people as well as to address the backlogs that have accumulated during the apartheid era as depicted in the 1996 Constitution. Despite the efforts made by government to meet the requirements of the people in providing them with adequate basic services such as clean water, electricity, roads housing and refuse removal, these services were either not provided at all or it was done at a snail‟s pace. This led to widespread service delivery protests. In light of the above, this empirical study investigates the causes of the service delivery protests in City of Johannesburg (CoJ) from 2009 until 2014. Numerous studies have been pursued to examine the reasons and causes for service delivery protests and the conclusions derived is the slow pace of providing electricity, water and sanitation to the local communities. It therefore can be deduced that no democracy can subsist and prosper if citizens are still living in deprivation and in a state of discrimination and unemployment without them having visions for a better life. The manifestation of service delivery protests is thus a risk to South Africa‟s young democracy and its sustainability, which cannot be ignored. The findings of this study clearly revealed that communities in the CoJ are discontented and disgruntled because of, amongst other things, the lack of delivery of basic services, the deployment of cadres to municipal management positions, the abuse of the tendering system, nepotism and favouritism, which have negatively affected service delivery. / Public Administration and Management / M. Admin. (Public Administration)

In 2009 Operation Clean Audit was launched with the objective that all municipalities must achieve a clean audit by the 2014 financial year. A clean audit is an audit opinion when the financial statements are unqualified; no adverse findings were identified on compliance with laws and regulations as well as on predetermined objectives. The overall aim of the programme is to clean up the governance of municipalities and to enhance service delivery. In both the public and the private sector internal control is crucial. It is seen as one of the key elements of good governance, it provides assurance of the rendering of reliable financial statements, of compliance with legislation and it also indicates how the organisation performs against its objectives. Budgetary control in local government can be used as an effective internal control method by legally limiting the authorised expenditure and to monitor the actual service delivery against the budgeted targets. If variances are identified in the budget or with regard to service delivery objectives, remedial action can be taken. If municipalities do not provide services to communities in a sustainable manner, it contravenes its constitutional mandate as stipulated in section 152(1)(b) of the Constitution of South Africa. The qualitative research method, in the format of a case study of the Tlokwe City Council, a local municipality in the North West Province, was chosen for this research. In the 2010 financial year, the Auditor General reflected that the Tlokwe City Council experienced deficiencies in the key fundamentals of internal control: leadership, financial and performance management, and governance which could directly be linked to the basis of the qualification of the financial statements, findings on predetermined objectives and compliance with legislation. The material underspending of the capital budget was also found to be affecting service delivery negatively. The purpose of this study is to benchmark the internal budgetary control systems of municipalities in South Africa, which have already achieved clean audit reports for consecutive years, to improve the internal budgetary control system of the Tlokwe City Council. This research was formulated in such a way that — through the findings obtained in the literature study with regard to the legislative framework regulating the budget formulation, internal and budgetary control of the local government sphere in South Africa, analysis of the internal budgetary control deficiencies at the Tlokwe City Council and the benchmarking exercise with the Swartland and Steve Tshwete local municipalities — a strategy can be developed to provide for effective budgeting and to improve the internal control system of the Tlokwe City Council. Potential benefits that can arise from the implementation of the recommended strategy to improve the internal budgetary control system of the Tlokwe City Council are the attainment of a clean audit opinion by the Auditor General and subsequently the enhancement of service delivery to the community. / MCom (Management Accountancy), North-West University, Potchefstroom Campus, 2014

In South Africa, democracy has brought transformative improvement in the system of governance. The Constitution of the Republic of South Africa (1996) implemented in the post-apartheid era, has raised the status of the lowest sphere of government, by granting these authorities delegated responsibilities. This sphere of governance is known as local government (municipal government) and in the present context developmental local government is both democratically elected and decentralized. The restructuring of local governance requires municipalities to serve the communities within their areas of jurisdiction. This has brought capacity challenges for the municipalities. They are charged with delivering acceptable standards of services to the residents. The current lack of deliverance is evident in the widespread protests, with community members showing their dissatisfaction with sub-standard service delivery and backlogs. Furthermore, municipalities are required to formulate their own by-laws improve the lives of community members, and to implement their legislative mandates satisfactorily. In order for the municipalities to perform more effectively, a transformative model is necessary. The quality of services currently delivered at municipal level must be reviewed. Monitoring and evaluation are the key elements of assessment which must be undertaken. The rationale behind this monitoring and evaluation is to make the system of governance more effective through an even-handed assessment of policies, programmes, projects, strategies, performance of personnel, and the organization as a whole. For the purpose of this study, the researcher explored the challenges regarding monitoring and evaluation and its impact on sustainable development in Sedibeng District Municipality utilizing the quantitative research approach. A model is proposed for improvement called as Monitoring and Evaluation for Sustainable Development (MESD). / PhD (Public Management and Governance), North-West University, Vaal Triangle Campus, 2014

South Africa is a water-scarce country and over the years, the quality of water resources has deteriorated due to poor effluent discharge, agricultural, industrial, mining and human activities. The major contributing factors of poorly-treated or inadequately treated wastewater may be attributed to: (a) the poor design and construction of wastewater treatment plants; (b) lack of qualified process controllers; (c) non-compliance with applicable legislation; (d) lack of proper monitoring; and (e) management issues with regard to wastewater treatment plants. Water quality is important as many communities depend on water resources for their daily activities and livelihood. There is a need therefore to build and manage wastewater treatment plants effectively as they have an impact on water quality. Wastewater treatment plants in South Africa are regulated by the Constitution of the Republic of South Africa, 1996, the National Environmental Management Act 107 of 1998, the National Water Act 36 of 1998, the Water Services Act 108 of 1997, Provincial legislation, Municipal by-laws and other Government policies applicable to Local Government. Chapter 7 of the Constitution inter alia, provides that Local Government has the duty to provide a safe and healthy environment to its community in a sustainable manner. Schedule 4B of the Constitution imposes the function of delivering water, sanitation and wastewater treatment services on Municipalities. This responsibility rests on District Municipalities but may be performed by a Local Municipality if the district municipality lacks the capacity to do so. Although Local Government has the right to govern on its own initiative the affairs of its communities, it needs support and monitoring from other spheres of Government (National and Provincial) to ensure the delivery of wastewater treatment services in a sustainable manner. In this study, Ba-Phalaborwa Local Municipality is used as an example of a Municipality in the Limpopo Province faced with challenges related to the operation and management of its wastewater treatment plant. This study aims to determine who should be responsible for the regulation of wastewater treatment plants in Ba-Phalaborwa Local Municipality area in order to ensure service delivery to communities in a sustainable manner. In order to deal with the challenges experienced by Local Government in dealing with wastewater treatment plants, the study considers Best Practice Guidelines and external service delivery mechanisms, specifically in the form of Public-Private Partnerships. The study concludes with recommendations based on Best Practice Guidelines which Municipalities can use to avoid wastewater pollution and proposes management mechanisms in managing a Public-Private Partnership effectively in order to ensure that they provide service delivery in a sustainable manner. / LLM (Environmental Law and Governance), North-West University, Potchefstroom Campus, 2014