Text in Afrikaans / Die doel van die studie was om 'n model te ontwikkel vir openbare bibiioteekdiensiewering in 'n ontwikkelende land met 'n multikulturele samelewing. Die kernprobleem was om die teoretiese fundering van dienslewering en die toepassing daarvan in die praktyk te ondersoek. Die eerste subprobleem was om die eienskappe van 'n professie en professionele dienslewering te ondersoek. Die eienskappe van die professionalis/bibiiotekaris wat leiding aan die gebruiker moet gee, is geidentifiseer. Sleutelelemente is: outonomie (gekoppel aan deskundigheid en opieiding), 'n altruistiese diensorientasie en funksionele diens (volgens professionele riglyne en standaarde) aan alle groepe in die gemeenskap, ongeag sosiale kias. Die tweede subprobleem was om die doelstellings en funksies van die openbare biblioteek en die roi van gebruikersleiding daarin te ontleed. Daar is gevind dat diensleweringsfunksies in die teorie swak gefundeer is. 'n Kategorisering is voorgestel wat onderskei tussen ondersteuningsfunksies, diensleweringsfunksies en bestuursfunksies. Gebruikersleiding is geidentifiseer as oorkoepelende begrip en kernelement van alle diensleweringsfunksies wat gerig is op die optimalisering van die waarde van inligting tot beswil van die samelewing. Die derde subprobleem was om die ontstaan van 'n diensbegrip in die openbare biblioteek te beskryf en paradigmaverskuiwings uit te wys. Professionele riglyne, beginsels en standaarde, is ontleed. Afleidings is gemaak oor 'n heersende diensbegrip en rol van die openbare biblioteek. Daar is bevind dat die riglyne vir die identifisering van gebruikersgroepe en hulle behoeftes asook diensleweringsfunksies ontoereikend is. 'n Kategorisering van potensiele gebruikersgroepe en hul behoeftes is gedoen en 'n model vir openbare biblioteekdiensiewering ontwikkel om die leemte in teoretisering te vul. Die model onderskei 'n diensparadigma van dienslewering aan alie individue en groepe in die gemeenskap en missie van ontwikkeling; die primere doeiltelling opvoeding; beginsels van gemeenskapskontak; behoeftebepaling en toegang lot inligting; diensfunksies en uitreikaktiwiteite; die professionalis-klientverhouding; wetgewing, organisatoriese strukture en omgewingsfaktore. Die model is in 'n vraelysopname in die Suid-Afrikaanse openbare biblioteekpraktyk getoets. Daar is bevind dat die doelsteliings nagestreef en diensfunksies toegepas word. Die grootste probleme word in organisatoriese strukture en finansiering ondervind. Hierdie sake moet dringend aandag kry om die gestelde missie, naamlik om 'n wesenlike rol te speel in die ontwikkeling van die hele Suid-Afrikaanse samelewing, te verwesenlik. / The purpose of the study was to develop a model for public library service rendering in a developing and multicultural society. The core problem was to investigate the theoretical foundation of service rendering and the application thereof in practice. The first subproblem was to examine the characteristics of a profession and professional service rendering. The characteristics of the professional/ librarian who has to provide guidance to the user were identified. Key elements are: autonomy (linked to expertise and training), an altruistic service orientation and functional service (according to professional guidelines and standards) to all groups in the community irrespective of social class. The second subproblem was to analyse the aims and functions of the public library and the role of user guidance in it It was found that service rendering functions are not theoretically well grounded. A categorisation is proposed which distinguishes between supporting, service rendering and management functions. User guidance is identified as an umbrella concept and core element of all service rendering functions which is directed at optima/isirtg the value of information to the benefit of society. The third subproblem was to describe the origins of a service concept in the public library and to expose paradigm shifts. Professional guidelines, principles and standards were analysed. Conclusions were drawn about a predominant service concept and the role of the public library. It was found that guidelines for the identification of user groups and their needs as well as service rendering functions are inadequate. A categorisation of potential user groups and their needs was compiled and a model for public library service rendering was developed to bridge the gap in XXtheorisation. The model distinguishes a paradigm of service to all Individuals and groups in the community and a developmental mission; the primary aim of education; service principles of community networking, needs assessment and information access; service functions and outreach activities; the professionalclient- relationship; legislation, organisational structures and environmental factors. The model was tested in South African public library practice by means of a questionnaire survey. It was found that aims are pursued and service functions are applied. The greatest problems are experienced In organisational structures and financing. These issues must be urgently addressed to realise the public library's declared mission, namely to play a substantial role in the development of the South African society as a whole. / Information Science / D. Litt. et Phil. (Information Science)

Using the University of Durban-Westville as an illustrative case study, the study examines quality assurance policies and their implementation in the South African higher education system. The scope of the study covers a wide-ranging analysis of discourses underpinning quality assurance and a focused analysis of institutional policies. As one of its central aims, the dissertation investigates the tension between quality assurance as it is conventionally understood and quality assurance conceived as continuous organizational improvement based on the principles of total quality management. The study has two fairly distinct dimensions: a literature survey focusing on global trends and practices, and an empirical investigation focusing on the University of Durban-Westville. The literature study looks global systems, trends and practices, and provides a suitable point of departure for a contextual analysis of quality management in the South African higher education system. Relying on a questionnaire and semi-structured interviews as research instruments, the study's empirical component investigates the attitudes and perceptions of academic managers at UDW towards national and institutional quality assurance policies and mechanisms. The study's findings all point to a preference for a decentralised system of quality management with the government playing a peripheral monitoring role rather than a central policing role . This study also demonstrates that the distinction between academic development and quality assurance is a spurious one and should only be made for analytical purposes. / Educational Studies / M.Ed. (Educational Management)

Text in Afrikaans / Performance management and performance appraisal plays a crucial role in developing human resources. In the social work profession the social work supervisor is the person responsible to appraise the performance of the social worker because of the excellent position to observe the job performance directly and consistently. The purpose of this study is to investigate how social work supervisors perform their supervisory functions and apply performance appraisal. The researcher used qualitative research for an exploratory and descriptive study. In-depth interviews were use as data collection method. The sample group was social work supervisors in the employment of the Western Cape Department of Social Development. Performance appraisal can be use to encourage professional growth and development of social workers. Performance appraisal is a supervisory duty and thus a component of administrative, educational and supportive supervision. It seems however that supervisors experience problems with performing supervision and to apply performance appraisal. / Thesis (M.A. (Maatskaplike Werk))

One of the fundamental objectives of the criminal justice system in any country is to punish, rehabilitate, deter, incapacitate and reintegrate offenders into communities. The main motive of punishment therefore is to transform criminals into responsible and law-abiding citizens. Parole is acknowledged as an internationally accepted mechanism that allows for the conditional release of offenders from correctional centres into the community and forms one of the most important components of the criminal justice system value chain. The release of the offenders on parole therefore, does not negate the objectives of punishment but entrenches them through setting conditions by which all parolees must abide by. In other words, all offenders released on parole are supervised at all times by parole officials within their communities to ensure that they comply with their conditions. It is for this function- to grant parole to offenders, that the parole boards have been established in different countries. The Department of Correctional Services in South Africa has adopted the independent model of parole which provides for the parole boards that are headed by independent members from the public appointed by the Minister of Correctional Services. Parole is administered by the parole boards and has, as one of its main functions the release of offenders based on their eligibility. The absence of the performance management system for the parole board makes parole board decision making less transparent and government accountability difficult to establish. Performance management systems have been used to strengthen good governance. The purpose of this study is to contribute to the design of a model of performance management of the parole boards in the Department of Correctional Services in South Africa. / Penology / D.Litt. et Phil. (Penology)

Text in Afrikaans, abstract in Afrikaans and English / Prestasiebeoordeling is van kritiese belang vir die effektiewe bestuur van 'n welsynsorganisasie. Prestasiebeoordeling van maatskaplike werkers word dikwels afgeskeep, foutiewelik uitgevoer en met groot negatiwiteit bejeen. Hierdie verkennend-beskrywende studie het ten doel om wetenskaplik gefundeerde riglyne daar te stel vir die implementering van prestasiebeoordeling ten opsigte van maatskaplike werkers. Die doel is nie om volledige riglyne vir elke aspek van prestasiebeoordeling daar te stel nie, maar om probleme en leemtes vir toekomstige navorsing te identifiseer. Agt en dertig maatskaplike werkers en vier maatskaplikewerkbestuurders se belewenisse van prestasiebeoordeling is deur middel van vraelyste getoets en beskryf. Dit het geblyk dat prestasiebeoordeling van maatskaplike werkers ontwikkelingsgerig is en dat die maatskaplike werkers en maatskaplikewerkbestuurders baat vind by prestasiebeoordeling. Die maatskaplike werkers is van mening dat prestasiebeoordeling aangewend behoort te word vir die identifisering van leemtes en ontwikkelingsareas in die professionele toerusting van maatskaplike werkers. Aanbevelings ten opsigte van aspekte wat vir verdere navorsing oorweeg kan word, is gemaak. / Performance appraisal is critical to the effective management of a welfare organisation. Performance appraisal of social workers are often neglected, implemented incorrectly or regarded within a negative light. This exploratory/ descriptive study aims to set scientifically grounded guidelines for the implementation of performance appraisal with regard to social workers. The aim is not to provide comprehensive guidelines regarding every aspect of perforance appraisal, but to identify gaps and problems which may be studied in future research. Through questionnaires the perceptions of performance appraisal by 38 social workers and four social work managers were tested and described. It seemed that performance appraisal of social workers is geared towards development, and that social workers and social work managers do benefit from performance appraisal. Social workers were of the opinion that performance appraisal should be employed to identify gaps and development areas in equipping social workers professionally. Recommendations are made regarding aspects for further research / Social Work / M. Diac. (Maatskaplike Werk-rigting)

An increase in diarrhoea and upper respiratory tract infection has been noted for the past five years and this is associated with the prevalence of Human Immune-deficiency Virus and Acquired Immune Deficiency Syndrome. HIV infection is an increasingly common cause of childhood morbidity and mortality in South Africa. In some areas of the country, like the Eastern Cape, more than 30 percent of the women attending antenatal clinics are HIV infected. Without intervention, approximately one third of the babies born to these HIV infected mothers will get infection from their mothers (WHO, 2003). Aim and Objectives of the study: The study was meant to assess the specific knowledge and skills of professional nurses at the primary health facilities regarding management and integration of childhood illnesses, evaluate the quality of training of professional nurses on aspects of IMCI including integration of HIV within IMCI programme for children under five years in Primary Health Care facilities in Mdantsane Township. Methods: A quantitative descriptive method was used for this study. The questionnaire developed by the researcher was used for data collection. The items on the questionnaire were divided into four (4) subsections. The questionnaire was administered to all professional nurses on duty and those available at the time of data collection. A checklist for IMCI was used to collect data from Road to Health files of children who were HIV positive admitted in the pediatric ward at Cecilia Makhiwane Hospital. Results: The results of this study for all the variables examined showed that the highest score was 56 percent and the lowest was18 percent.These results indicated that the knowledge and skills of professional nurses were inadequate.

The aim of this study was to determine the ability and proficiency of the newly qualified professional nurses in utilising psychiatric nursing skills at Chris Hani District Psychiatric Health Care Services in the Eastern Cape, South Africa. The research method was a qualitative, phenomenological approach. A purposive sample of newly qualified professional nurses and supervisors participated in the study. The data were collected through interviews and focus group discussions, using semi – structured interview guides. Interviews responses were recorded on the interview guide. Data were analysed using the computer software Atlas ti and manually. Positive and negative themes were identified. Ethical considerations were ensured by means of privacy, anonymity and confidentiality. Ethical clearance was obtained from the University of Fort Hare and permission from the Provincial Department of Health and Chris Hani District Health and Mental Health Institution at Queenstown was sought. The findings revealed that newly qualified professional nurses performed well, according to the perception of their supervisors. Newly qualified professional nurses were faced with challenges such as shortage of resources, mental illness not considered as a priority and lack of skills development. The study also revealed that newly qualified professional nurses focussed on the curative aspect of ailments, rather than preventive care. However community health workers (CHW) focussed on the preventive aspect of care. Limitations and recommendations based on the findings of the study are presented.

Within the nursing profession, the transition from the student to a graduate nurse is a common rite of passage that marks the end of initial educational preparation in the discipline and the beginning of a professional journey as a nurse and a member of the multidisciplinary team (Nash, Lemcke & Sacre. 2009:48). This is a period of adjustment, stress, growth and development and the transitional nurse is likely to feel uncomfortable, fearful and may experience feelings of inadequacy. This study was undertaken to explore and describe the experiences of final year nursing students at a public college of nursing in the Eastern Cape regarding their preparedness to become registered nurses, with the aim to identify gaps and make recommendations on strategies to close the gaps. The objectives were to explore and describe the experiences of final year nursing students at the public college of nursing in the Eastern Cape Province with regard to their preparedness to become registered nurses and to recommend strategies to improve the preparation of nursing students for transition to become registered nurses. To answer the research question “What are the experiences of final year nursing students at a public college of nursing in the Eastern Cape Province with regard their preparedness to become registered nurses”, a qualitative, explorative and descriptive design was used as a framework for the study. Data were collected by means of unstructured focus group interviews with a purposively selected sample of 27 final year nursing students at the particular college of nursing. Data were analysed using Tesch’s method of analysis for qualitative research. Two themes emerged, revealing that participants at the college experienced preparedness and lack of preparedness to assume the role of a professional nurse. This related to certain aspects that had an impact on the preparation of the final year nursing students for practice and included: curriculum-related aspects; clinical teaching and learning support; learning opportunities; interpersonal relationships between lecturers, students and clinical staff; equipment; and library resources. It was concluded that the learning needs of the nursing students were not adequately catered for, leading to lack of preparedness. Through the involvement of nursing students in the evaluation of their learning, shortfalls in both education and practice areas could therefore be detected. Recommendations regarding strategies to be used to promote preparedness of final year nursing students included: continuous feedback on student performance in the form of exit evaluations on the part of students to identify learning needs; writing of progress reports on the part of clinical practice; and the employment of clinical preceptors with clear role specifications between the lecturers, ward sisters and preceptors to avoid role confusion.

The focus of this study was to explore reasons for the failure of student nurses to present themselves for assessment of clinical skills at a public nursing college in the Eastern Cape. The objectives were to explore and describe reasons why these student nurses were not presenting themselves for such assessment of clinical skills; to develop strategies to motivate them to present themselves for clinical skills assessment; and to make recommendations for assessment of clinical skills. The population of the study was the second and the third-year student nurses undergoing a four-year comprehensive diploma course at a public college of nursing in the Eastern Cape. Non-probability convenience sampling was used. The research questions were, firstly, why the student nurses were not presenting themselves for assessment of clinical skills? Secondly, what recommendations could be made to motivate the student nurses to present themselves for clinical skills assessment? A qualitative, explorative, descriptive and contextual research design was used. Focus group interviews with six participants per group were used to collect data. The total number of participants five focus groups was 30 by the time data saturation was reached. Data were collected following the research question, “Why are you not presenting yourselves for clinical skill assessment?” Their responses were recorded using audiotape and notes with the help of an experienced colleague. Data was analysed following Teschʼs method. Findings presented one theme, being the reason for students not presenting themselves for feedback or delaying to do so. Categories indicated that students were afraid and overwhelmed with anxiety; had too much work to do; unpreparedness for learnt skills; equipment and resources; lack of confidence; and busy ward schedules. Subcategories included lecturersʼ attitude; unfamiliarity to lecturers accompanying them; having to study to master a lot of theory; having to prepare for many tests; unavailability of lecturers to mentor them; unavailability of unit professional nurses to guide them; reluctance of patients to be used for practising skills; a tendency not to practise skills; too many students; being used as work force; placement objectives; use of dolls for demonstration; tools used to support learning making reference to obsolete equipment; all skills demonstrated at the same time; lecturers improvising when they are demonstrating some skills, and not being released for practising of skills. The focus of this study was to explore reasons for the failure of student nurses to present themselves for assessment of clinical skills at a public nursing college in the Eastern Cape. The objectives were to explore and describe reasons why these student nurses were not presenting themselves for such assessment of clinical skills; to develop strategies to motivate them to present themselves for clinical skills assessment; and to make recommendations for assessment of clinical skills. The population of the study was the second and the third-year student nurses undergoing a four-year comprehensive diploma course at a public college of nursing in the Eastern Cape. Non-probability convenience sampling was used. The research questions were, firstly, why the student nurses were not presenting themselves for assessment of clinical skills? Secondly, what recommendations could be made to motivate the student nurses to present themselves for clinical skills assessment? A qualitative, explorative, descriptive and contextual research design was used. Focus group interviews with six participants per group were used to collect data. The total number of participants five focus groups was 30 by the time data saturation was reached. Data were collected following the research question, “Why are you not presenting yourselves for clinical skill assessment?” Their responses were recorded using audiotape and notes with the help of an experienced colleague. Data was analysed following Teschʼs method. Findings presented one theme, being the reason for students not presenting themselves for feedback or delaying to do so. Categories indicated that students were afraid and overwhelmed with anxiety; had too much work to do; unpreparedness for learnt skills; equipment and resources; lack of confidence; and busy ward schedules. Subcategories included lecturersʼ attitude; unfamiliarity to lecturers accompanying them; having to study to master a lot of theory; having to prepare for many tests; unavailability of lecturers to mentor them; unavailability of unit professional nurses to guide them; reluctance of patients to be used for practising skills; a tendency not to practise skills; too many students; being used as work force; placement objectives; use of dolls for demonstration; tools used to support learning making reference to obsolete equipment; all skills demonstrated at the same time; lecturers improvising when they are demonstrating some skills, and not being released for practising of skills. The researcher concluded that students had valid reasons for not presenting themselves for assessment of clinical skills but this could be rectified through the involvement of lectures, ward staff as well as students themselves. The researcher recommended that effective communication between the staff in clinical areas and the college is needed. Clinical laboratories needed laboratory managers and had to be well equipped. A revision of the student-lecturer ratio form feed-back on skills is also suggested.The researcher concluded that students had valid reasons for not presenting themselves for assessment of clinical skills but this could be rectified through the involvement of lectures, ward staff as well as students themselves. The researcher recommended that effective communication between the staff in clinical areas and the college is needed. Clinical laboratories needed laboratory managers and had to be well equipped. A revision of the student-lecturer ratio for feed-back on skills is also suggested.

The purpose of the research was to determine whether measures of ability, personality and behaviour would significantly predict job performance of customer service agents in a South African commercial airline company. The Verbal Interpretation Test (VCC1), Numerical Reasoning Test (NP6.1), Basic Checking Test (CP7.1C), Occupational Personality Questionnaire (OPQ32) and a competency based interview were completed by job applicants. Customer Contact Competency (CCC) scores and a Person Job Match (PJM) score were derived from the OPQ32 and ability measures to ensure job relevance during selection assessment. Job performance statistics in the form of training scores and supervisor ratings (from performance appraisals and criterion questionnaires) were obtained for the sample as criterion data. Correlations revealed statistically significant small to moderate correlations between the predictors and the criterion data / Industrial and Organisational Psychology / M.Com. (Industrial & Organisational Psychology)