Thesis (D.P.A.)--University of La Verne, 2003. / Includes bibliographical references (leaves 183-191).

Thesis (Ph. D.)--University of Missouri-Columbia, 2001. / Typescript. Vita. Includes bibliographical references (leaves 104-112). Also available on the Internet.

Thesis (Ph. D.)--University of Oklahoma, 1997. / Includes bibliographical references (leaves 119-127).

Thesis (M.P.A.)--Kutztown University of Pennsylvania, 2004. / Source: Masters Abstracts International, Volume: 45-06, page: 2964. Typescript. Abstract precedes thesis as 2 leaves (iii-iv). Includes bibliographical references (leaves 94-97).

Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2010. / Computacenter SA (CCSA), serves as focus of this study. One of CCSA's clients is Unipart and therefore will be used as the example to mitigate the research problem, serving to demonstrate how Service Levels are structured and how they are monitored. According to the Company policy and agreed Service Level Agreements (SLA's), an acceptance level of 95% should be reached in terms of service delivery. Anything below 95% would be considered a failure, and therefore constitutes a breach of the agreement. The tool used by Computacenter South Africa (CCSA), to measure or monitor the SLA is referred to as Service Flow. Within Service Flow there are mechanisms known as 'pre exception result and a 'post exception result'. These concepts constitute a report, which is compiled on a monthly basis to check and evaluate performance, Should a request from a client not be met and there is a valid reason for the non compliance of the request. It can however bean exception and can therefore be processed as being successfully executed within the context of the SLA. If no valid reasons are, however logged in the request work log, the request constitutes as failed and can therefore lead to the team not achieving their agreed SLA with the customer.

This study is about the employee perceptions of the effect of the Quality Management System intervention that was implemented at one of South Africa’s government departments. This organisation’s Quality Management System being one of the first in the government or public sector in South Africa to be implemented, creates the possibility for this Quality Management System model to be used to develop Quality Management Systems in other departments or organisations belonging to the government or the public sector in South Africa and the Southern African region. According to Madu & Kuei (1995), Quality Management System describes a situation where all business functions are involved in a process of continuous quality improvement. This implies that the development and implementation of Quality Management Systems in government departments and the public sector will improve the quality of services delivery. The findings of this study indicated that a Quality Management System can be used to improve the level of service delivery in the public sector. The Quality Management System should be planned developed and implemented over a period of time in five phases (i) Phase 1 - Determination of the scope of Quality Management System implementation (ii) Phase 2 – Training (iii) Phase 3 – Development of Procedures (iv) Phase 4 – Pilot implementation of procedures (v) Phase 5 – Evaluation of Quality Management System and rollout. It usually takes three or more years to establish an organisation-wide Quality Management System, although technical improvement to the workflow can be as quickly as six to eight months. And finally, for the Quality Management System to be developed, implemented and maintained successfully, Maximisation of Performance objectives, Good Leadership, Motivation of staff, Implementation of Change Management, Employee Involvement, Long-term Top Management Commitment, Provision of Training, Introduction of Quality Improvement Projects, Measuring Quality Management System Progress and Reward Accomplishment, are the fundamental concepts or principles that should be considered.

Thesis (M.B.A.)--University of Hong Kong, 1997. / Includes bibliographical references.

Thesis (M.B.A.)--University of Hong Kong, 1997. / Includes bibliographical references (leaf 150-151).

Thesis (M.B.A.)--University of Hong Kong, 1996. / Includes bibliographical references (leaf 99-101).

Thesis (MPA)--University of Stellenbosch, 2008. / Bibliography. Also available via the Internet.