The aim of this research was to develop guidelines for improving the implementation of Quality Management Systems to provide quality service delivery in education. The research was done by means of both a literature review and an empirical research. The focus of the literature review was to determine the nature and purpose of existing Quality Management Systems (QMS) in education; and the role of District Officials and Schools Management Teams (SMTs) in the implementation of QMS to provide quality service delivery in education. Factors that contribute to the ineffectiveness of the implementation of the existing QMS in education were highlighted. The empirical research findings revealed that SMTs, being responsible for the implementation of QMS, lack knowledge and understanding of QMS implementation. Responses obtained from questionnaires revealed: limited support by District Officials, non-availability of support programmes; limited knowledge of the vision, mission and goals of the Department of Education; and limited resources provision. SMTs indicated dissatisfaction with the manner in which guidance and regulations pertaining to QMS implementation are provided. Curriculum and assessment support programmes were stated as limited, thus affecting learners’ and teachers’ performance. The impact of limited provision of resources; limited dedication to individual employees’ personal development by leadership and management; unclear communication means; and poor rewarding strategies to encourage employees and learners to perform were further highlighted. Based on the results obtained from the literature study and the empirical research, guidelines for improving the implementation of QMS to provide quality service delivery in education were developed and presented. / PhD, Education Management, North-West University, Vaal Triangle Campus, 2012

Emotional labour was conceptualised by Hochschild in 1983 as a form of oppression on the service worker devised by a capitalist society; where not only were workers’ physical actions managed, but their emotions as well. Research in the area developed this concept identifying the many occupational fields in which emotional labour exists, forming models of its effects, and examining ways in which workers try to resist the emotional strain. Taking a social constructionist approach, 44 service workers and 44 customers/emotional labour recipients were interviewed using the Critical Incident Technique to gain insight into their views of performing and receiving emotional labour, and what they believed enhanced or detracted from it. The results were divided into those discussing “professional” emotional labour jobs (eg. teaching) - where the emotional labourer needs to attain a professional status; and “occupational” (eg. sales assistants) – where the emotional labourer does not need a professional qualification. It was found that 1) there were differences between the expectations, motivations and coping mechanisms displayed by professional and occupational emotional labourers; as well as in the expectations of the customer/recipient within a professional service and an occupational one; 2) that many recipients do not necessarily want to be treated as “sovereign” (ie. “king”) and judge an emotional labour interaction more positively when their individual needs are acknowledged; 3) while display rules and targets were still a notable constraint on the labourer, nevertheless “occupational” emotional labourers (sometimes in collusion with their managers) found ways of resisting further strain from recipients through over-politeness, ironically in accordance with display rules which exposed recipient rudeness; 4) professional emotional labourers, however, found the display rules and targets a hindrance. This managerial misunderstanding or poor appreciation of “professional” emotional labour caused resentment among them; 5) unique and spontaneous kindness was evident in many emotional labour interactions with managers, colleagues and most commonly recipients. Moreover, this was acknowledged by giver and receiver as the most satisfying and memorable part of emotional labour – and something unique to emotional labour itself. The recommendations of this thesis are therefore: i) that emotional labour should be differentiated within services in order for more focussed findings and recommendations to be generated and applied ii) that emotional labour be analysed as interactive process where emotional labourer, recipient and their organisational management contribute to a high level of enjoyment within the job. That is, it is not necessary to view emotional labour as the oppressive and intrusive management of personality by a capitalist organisation iii) recognition be given to the importance of kindness within the emotional labour interaction, as it can be both a source of pleasure, and also pain, for the compassionate labourer. This has important implications for the selection, training and providing emotional support for workers.

Magister Philosophiae (Land and Agrarian Studies) - MPhil(LAS) / Water supply and sanitation remain a huge problem in townships and rural areas of South Africa, in effect affecting the water supply, hygiene and health of marginalized communities. Following democracy in 1994, South Africa’s new government embarked on a program of eradicating backlogs in water supply and sanitation that had become endemic under apartheid in townships and rural areas. In addition, South Africa’s constitution categorically states that every citizen has a right to a minimum of basic water supply and sanitation. Internationally, access to basic water supply and sanitation are fundamental human rights. Thus the South African government aims is to ensure that all South Africans have access to basic water and sanitation services. This study investigated the quantity and quality of water and how these effect sanitation and hygiene of communities using Walmer Township in the Nelson Mandela Bay Municipality as a case study. The study used a multi-pronged methodological approach including structured interviews with a sample of households, key informant interviews, focus group discussions, observations and secondary information. Although the Walmer Community felt that they had access to sufficient quantity of water for their daily use and that the quality of the water was fine, the reality was that most households use less than the daily minimum amount of water per person as required in the constitution because of the distance where they have to fetch the water, which is too far to collect more water than they absolutely need. There is need for municipality to provide more stand pipes in order to reduce the distance that most households have to walk to fetch water. 80% of Walmer residents still use the bucket system, which is the issue that the community is more aggrieved about. One of the reasons the bucket system persists is the unplanned development of the Township and the type of dwellings (mostly shacks) that people still use. Also, the Township has grown and mushroomed organically as a result of the constant influx of people looking for better economic opportunities from rural areas or other urban areas. This makes it very difficult for the municipality to plan for and provide services and infrastructure as the Municipality is always playing catch-up. Worse still, the average number of people that use each bucket toilet (over 80) makes it extremely difficult to maintain the toilets clean and in functional and usable state at all times. Another problem is that the buckets, in particular those managed by the municipality, are not collected as scheduled resulting in spill-over of the toilets. Most of all, there are currently no clear arrangements around management and maintenance of the bucket toilets. Therefore the impact that the bucket system has on the residents’ health and hygiene, and the general Township environment is dire. The uncontrolled and continuing influx of people into Walmer Township has led to very high population density, with the average number of people per household up to ten. Most people of working age in these households are unemployed, which means that most households in the Township depend on social grants for survival. The high unemployment rate and dependency on social grants by most households in Walmer Township means that the community cannot afford to pay for services and therefore depend on amenities provided by the Municipality. The majority of the population of Walmer Township depends on basic services provided by the Municipality. These are provided as public amenities available to all Walmer residents, which makes them largely ‘open access’. This has resulted in poor management and poor maintenance of these amenities. The unhygienic state of most of the bucket toilets and the poor state of water stand taps is as a result of this current management arrangement. It would improve management of these public amenities if a system of locating stand taps and bucket toilets to specific households that could limit access and use to these defined groups of households was introduced. These households would then be responsible for maintaining and managing use of the specific and allocated amenities. The current management arrangements for these public amenities point to the fact that there is currently lack of participatory planning and management between the Municipality and the community. The Municipality takes top-down decisions resulting in disjuncture between the Municipality and the Community in terms of real community needs, provision of these needs, and how they should be serviced and managed.

Historically, Zimbabwe’s urban population enjoyed high water supply and sanitation service levels and standards, having one of the highest coverage levels in Africa. However, over the last two decades, the quality of Zimbabwe’s urban water supply and sanitation services has slowly been eroded. The poor, displaced and disenfranchised Zimbabweans that occupy Harare’s informal urban settlements are vulnerable to challenges posed by unavailability of basic water and sanitation services. This qualitative research project, carried out between January and June 2013 in Harare’s Hopley and Retreat informal settlements, investigates factors that have been preventing delivery of basic sanitation services to residents in these two settlements. Presenting evidence from the two informal settlements of Hopley and Retreat, this research establishes that there is a complex relationship at play between policy processes, the prevailing political environment and the way in which institutions have responded to the problem of sanitation in these settlements. The study was undertaken towards the end of an era of a negotiated Government of National Unity between ZANU-PF and the Movement for Democratic Change, highlights the dominance of power and political contestation between the two parties that has spilled into policy decisions on basic service provision in the informal settlements. The deep rooted culture of political violence which characterised the political environment from 2000 onwards, with very little commitment to democratic processes, was instrumental in the development of Hopley settlement after the 2005 elections. At face value, ZANU-PF was providing displaced people with alternative accommodation. However, as Muzondidya notes, this along with other ZANU-PF strategies is ‘(c)onsistent with its hegemonic political culture… to engage in cosmetic political and economic reforms that will not result in further democracy or result in a loss of its historic monopoly over power…’ (Muzondidya in Raftopolous, 2013, p.50). Informal settlements are a relatively new phenomenon in Zimbabwe. However, since their inception, they have continued to grow, fuelled by ZANU-PF’s strategy to allocate unserviced residential stands in exchange for residents’ allegiance to the party, with the most recent illegal residential stand allocations taking place in Chitungwiza town in 2013. A close examination of Hopley and Retreat revealed that water and sanitation services provided in Zimbabwe’s informal settlements are typically inadequate or non-existent – a situation that has the potential for severe public health impacts. The emergency actions taken by Non-Governmental Organisations during the height of the 2008 cholera outbreak only provided short-term sanitation solutions. The research concludes that water and sanitation services in Zimbabwe’s informal urban settlements have come to this point, mainly due to the interacting forces of politics. These have influenced policy processes on decision-making, formulation and implementation of sanitation policies for informal settlements. Despite the political origins of several informal settlements, there is a notable absence of practical policies to tackle the issues posed by this development and a lack of institutions capable of instigating the plans needed for change.

A Monitoring and Evaluation (M&E) system is important in a country or public sector organisation as it can assist in the understanding of a country or organisation’s M&E efforts. Information acquired from using the M&E system will then lead to a clearer understanding of the current M&E initiatives, the overall environment where the system is used and some of the institutional arrangements involved. Using the system can also be looked at from a viewpoint of improving the current M&E initiatives and using M&E information obtained from using the system to assist and benefit the intended stakeholders. Based on the above remarks around M&E systems, this study explored the challenges faced by the Gauteng Department of Local Government and Traditional Affairs (DLGTA), in implementing a municipal M&E system. In a probe of the challenges related to the implementation of this system, the study found that department’s lack to properly capacitate the municipal service delivery M&E unit with the required and skilled personnel mostly impacted the department’s efforts to implement a municipal M&E system. The study also found that the challenges of not implementing a municipal M&E system was as a result of the DLGTA as an organisation not properly viewing itself as the coordinating body of municipal M&E in the Gauteng province. By not recognising itself as the coordinating body of M&E in the province, the DLGTA’s efforts were minimal in terms of capacitating its service delivery M&E unit with the right number of personnel, but also highly skilled personnel who have a solid M&E background, training and who could ensure the implementation of a municipal M&E system. A major consequence of the above departmental shortcomings is that they lead to the human capacity challenges of the service delivery M&E unit of the DLGTA that contributed to the non-implementation of a municipal M&E system. This is the system that should be used to conduct municipal M&E and also assist Gauteng municipalities with their M&E functions as mandated by legislation.

The mandate of the Department of Social Development (DSD) is to provide welfare services. These services are targeted at every citizen in South Africa and most importantly the vulnerable and poor people of South Africa. In order to ensure that it fulfills its mandate, the Department of Social Development (DSD) has put in place a Performance Management System which seeks to ensure that the deliverables are achieved effectively and efficiently. It is often argued that services for the poor are sometimes poor services, yet government devotes ample resources to improve these services. Thus the implementation of Performance Management System is strategically geared at improving service delivery in government departments. The Department of Social Development (DSD) is one of those departments that have implemented the Performance Management System but the results reveal that it has not achieved the expected outcomes, There is heightened job dissatisfaction, poor performance and low morale. The study sought to investigate the perceived impact of the performance management system on service delivery. The primary aim of the study was to investigate the contributions of the performance management system of the Department of Social Development (DSD) in enhancing the delivery of social services. The study employed a qualitative approach and it was exploratory in nature. The study population consisted of social workers and managers. In addition, there were key informants drawn from the Human Resource section. A total of 15 participants and 2 key informants were selected using purposive sampling. Semi-structured interview schedules were used to collect data. There were separate interview schedules for social workers as well as the managers. Face to face interviews were conducted with all the participants. The collected data was analysed using thematic content analysis. Ethical considerations were adhered to, as the researcher observed and adhered to conducting the investigation without bringing harm to participants and allowing the participants free will to choose to participate in the study. The major findings revealed that there is no common understanding of what performance management is. The study revealed that the performance management system utilised in the DSD had a negative impact on service delivery. All the participants identified the performance management system as a management tool. Various challenges that undermine the effectiveness of the performance management system were identified. These challenges include the role of supervision was identified as being suppressed as proper supervision did not take place and political interference was also identified as a challenge that undermined the effectiveness of system. The work output of social workers was affected by these various challenges.

This study sought to explore the perceptions of stakeholders on the role and effectiveness of networking forums in promoting partnerships and integrated service delivery between government and non-profit sector organisations using the Nelmapius forum as a case study. The research adopted a qualitative research method and a case study research approach was utilized. The research population consisted of social workers and social work supervisors in both government and NGOs who participated in the Nelmapius forum. Purposive sampling which is a type of non-probability sampling was utilized to draw participants for the study. The sample consisted of 11 social workers and 4 social work supervisors who participated in the Nelmapius forum. Data was collected using semi-structured interviews. Thematic content analysis was used to analyze the data. The findings reveal that participants understood the primary reason behind the establishment of the Nelmapius forum as to strengthen the relationship between the government and the NGOs in Nelmapius. It was also revealed that the Nelmapius forum was a platform for NGOs and the DHSD to share service delivery information. Findings of the study show that the forum is an effective platform for enhancing partnerships’ among organisations which enhanced integrated service delivery. The forum created a platform which enabled organisations to work cooperatively. This led to capacity building among participant members and their organisations. The forum also enabled organisations to work together to share service delivery channels and processes as well as demarcation areas of service which benefitted the community members. The forum did experience few challenges in its later stages of functioning such as poor attendance, lack of new member integration, and failure to honour commitments by some organisations which led to low of morale amongst forum members. As a way of invigorating the forum participants suggested that: All stakeholders should participate actively in the forum, facilitation of the forum should rotate among members, the forum must be open to all stakeholders, the forum must be attended by senior officials, meeting venues should rotate in different organisations and that there should be monitoring and evaluation systems in place. It is hoped the study will have impact positively on the functioning of networking forums.

Devolution of power, responsibilities, and resources from central to local governments has been the foundation of decentralization reforms in developing countries like Ethiopia. The most recent decentralization reforms in Ethiopia began in the early 2000s at the woreda (district) level, focusing on strengthening local governments as institutions of democratic governance and efficient service delivery. Until now, decentralization in Ethiopia has attracted very little research; this study aims to fill that knowledge gap. The extent of decentralization is examined from a holistic framework, including the three dimensions of decentralization (political, fiscal and administrative), while its impacts are explored by focusing on access, equity, efficiency and quality indicators of education service delivery. Using a qualitative case study approach, this research consists of semi-structured interviews of key informants in government and educational administration, field observations, and review of relevant documents. Four local governments and twelve schools within two regional states of Ethiopia were selected as the sample frame. This dissertation argues that the implementation of woreda decentralization reforms in Ethiopia has proven problematic, as the official establishment of devolution operates within centralized structures and practices. Regional governments have established political, administrative and fiscal decentralization, as evidenced by the existence of legal authority and mechanisms of accountability, expanded functions, and significant allocation of unconditional grants transferred to woredas. Despite much progress, the further deepening of decentralization reforms has been hampered by centralizing practices, including the dominant roles of the ruling party, weak administrative capacity at the local government and school levels, and limited resource base of local governments. The link between decentralization reforms and improved local service delivery has been inconclusive. This study suggests that the impact of decentralization on primary education has been mixed. While decentralization reforms may have facilitated the impressive expansion of access to primary education, quality indicators such as dropout rates and student learning assessments have shown little to no improvements. This study lays the groundwork for continued research into the vital link between decentralization and basic service delivery in Ethiopia and beyond.

Masters in Public Administration - MPA / Participatory monitoring and evaluation today, gives a whole new approach to participation. Local communities can now fully participate and be involved from the initiation of a project or from the beginning of a project, right up until when the project is completed as well as fully participate in the evaluation process as well. This goes a long way towards ensuring programmes, projects and policy outcomes are achieved. As a result, PM&E largely improves public accountability as well as improves community participation in the delivery of services to meet their needs. It ultimately enables communities to take ownership of policies, programmes and projects designed to meet their needs and to improve the quality of services provided to them. Thus, this research seeks to monitor and evaluate the participatory nature of the C3 Notification system towards improved service delivery within Site C Khayelitsha community. The challenge confronting many communities such as Site C Khayelitsha, is the inability of government to allow the communities fully take ownership of community projects and programmes designed to improve service delivery. This leaves a huge gap in truly ascertaining what communities truly want and what they need. Through the use of a mixed research method, a total of 50 respondents (users of the C3 notification system) living in Site C Khayelitsha were randomly selected and administered questionnaires; and 5 in-depth interviews were conducted with City of Cape Town officials in the Department of Solid Waste Management. From the data collected, the following research findings were ascertained. It was evident that there was a lack of awareness around the various channels through which users could log complaints. Many users found the Municipal offices and Call Centre an easier way to log complaints as compared to the other channels provided by the City to log complaints. It also revealed that services were not provided within the period stipulated in the Service level agreements. The qualitative analysis also underlined critical factors affecting the City of Cape Town and users of the C3 notification system in Khayelitsha. Call Centre agents obtain incomplete information of service requests or complaints logged by users and users fail to provide complete information when logging service requests especially through e-service channels provided to log complaints. Both mistakes contribute to the delay or non-response of the City of Cape Town to service requests or complaints.

ABSTRACT The Audiology profession in South Africa appears to be lacking direction. Many challenges to Audiology service delivery are said to exist. However, no official national investigation regarding the range of audiological services provided has been conducted. The purpose of this study was to investigate at a national level, the demographics of Audiologists in SA, to conduct an audit of service delivery, and to identify issues impacting on audiology service delivery. Respondents were requested to indicate reasons for non-provision of audiology services. Research participants included all South African qualified Speech-Language and Hearing Therapists, Audiologists, Speech Therapist and community service graduates currently registered with the Health Professional Council of South Africa. A cross-sectional ex post facto, descriptive survey research design within the quantitative paradigm was selected. Descriptive statistics were utilised to analyse the data and were presented to display service delivery provided by respondents employed in the private and public sectors. Results: A significant difference in professional registration and practice was evident. The audit of service delivery revealed that the provision of advanced diagnostic audiology procedures, paediatric audiology services as well as rehabilitation services was significantly lacking. Audiology service delivery in both the public and private sector were analogous. The lack of equipment was a central reason for the non-provision of services amongst all respondents. Key issues influencing service delivery included the lack of knowledge by associated professionals and the public, delayed referrals, limited budgets, lack of staffing, and restrictions regarding advertisements. Conclusion: The profession of audiology in SA is under transition. The scope of audiology service delivery is slowing moving towards the implementation of advanced diagnostic audiology services however support from associated professionals is lacking. To this end the Audiology profession in SA must focus on advertisement and marketing regarding the range and clinical relevance of audiological services available. Future directions for the profession include the development of unified test protocols and norms, forming data bases, equipping audiology departments, and hosting a forum to discuss a vision of audiology services in SA.