No abstract available.

M. Tech. Business Administration / Quality management was initially applied as a management philosophy in the manufacturing sector in the 1920s. Following its success, it is increasingly being applied within the services sector also in the management of public buildings. The purpose of the study was to investigate the factors influencing the quality of building maintenance services within the Department of Cooperative Governance and Traditional Affairs buildings. The study determined the extent of commitment to quality standards by service providers in managing building maintenance services.

M. Tech. Public Administration. / The study investigates the management of quality of service delivery in the City of Tshwane Metropolitan municipality focusing on electricity, water provision and refuse collection. In recent years, South African consumers expressed dissatisfaction with the quality of public service delivery by means of protests. Service delivery protests have, however, not occurred to a significant extent in the City of Tshwane Metropolitan municipality though it is one of the world's largest cities. Such a state of affairs warrants research to establish how the municipality manages the quality of public service delivery.

No abstract available.

Local governments are under tremendous pressure to control their costs and improve their services. Managing quality at local government level implies an enormous upheaval in organisational culture. The changing environment calls for new approaches to meeting the organisation’s mission. Total quality management is one of the tools, which government organisations are embracing to meet the growing demand of a changing environment. This paper will discuss the quest for service excellence and continuous improvement and the role of employees in total quality management and how this can be maximized by managers. It will also focus on cultural transformation principles that are useful in promoting quality processes and output and consequently service excellence in an organisation. The main objective of this research study is to investigate how a total quality management organisational culture can be developed at Eden District Municipality. To realize it, the current organisational culture at Eden District Municipality was analysed to determine what should be done. A literature review was conducted to determine the components of a total quality management organisational culture. All this information was used to formulate an approach for the development of a total quality management organisational culture. The empirical study involved a questionnaire, a sample and statistical analysis adapted to solve the main and sub-problems of the study. The research data indicated that Eden District Municipality does not support a total quality management organisational culture.

No description available.

Thesis (MPA (School of Public Management and Planning))--Stellenbosch University, 2008. / Research was conducted in this paper on organisational performance management. Various definitions are offered in order to provide an explanation to the topic. Different models on performance management were discussed including the balanced scorecard. The City of Cape Town was identified as a case study to ascertain how the provisions for the performance management system, as stipulated in legislation, were implemented. The use of the balanced scorecard was also reviewed. Officials were interviewed, as well as various documentation considered, dealing with performance management in the City of Cape Town. From the findings various recommendations were made to improve the performance management system.

Thesis (MPA (School of Public Management and Planning))--Stellenbosch University, 2008. / The Staff Performance Management System (SPMS) was introduced and implemented in the public service at the start of the 2003/2004 financial year. Apart from being called to align with the Constitution and other relevant acts, it signalled a change in approach and philosophy to measure performance. One of the aims of this new system was to assist in communicating and reinforcing the organisation strategies, values and norms and to integrate individual and corporate objectives. It also aims to ensure that employees are evaluated in terms of a system that is fair, objective, transparent and which provides equitable rewards and recognition. Prior to the implementation of the system it was envisaged that the SPMS should be a system that is characterised by the following: • Managers/supervisors provide leadership and integrate performance with other aspects of their work by accepting primary responsibility to manage the people entrusted to them. • Employees understand that their performance directly contribute to the ongoing success or the organisation. • Individual employees have a full understanding of their work responsibilities and the standards of work expected of them. • Individual employees receive regular and structured feedback on their performance. • Valued performance is recognised and rewarded. However, when the system was implemented no norms and standards were developed against which performance of staff at the Gene Louw Traffic College could be managed. The focal point of this study was to collect data on the current practices of the SPMS as implemented at the Gene Louw Traffic College in order to analyse the data and to identify possible challenges. The key question that stimulated this study is – How can the SPMS be improved to prevent low morale? Recommendations are made regarding the proper implementation of the system, development of norms and standards, SPMS training and incentives in order to alleviate low morale and inefficient performance.

Thesis (MPA)--Stellenbosch University, 2013. / ENGLISH ABSTRACT: Like in many developing countries, youth development in South Africa is advancing towards becoming the central focus of government. The population figures illustrate a demographic dividend, or youth bulge as others would want to call it. A more pragmatic and aggressive approach to youth development for South Africa has never been more urgent than now. Municipalities by design are at the grassroots and the gateway for providing direct development interventions to the masses of the peoples of South Africa. Most of the municipalities in the country have started to take up this responsibility. There is, however, evidence that success in implementing youth development programmes is limited, owing mainly to the lack of performance management application at the local government level. This study is intended to explore a research problem defined as follows: “The absence of a tailor-made performance management for youth development leads to limited or no achievement of the set targets for youth development.” The study is started by exploring the literature on both the underlying areas of the study: youth development and performance management. Though youth development is a fairly new area, there has been progress in defining and conceptualizing both performance management and youth development in South Africa. Youth and youth development are defined respectively as young people between 14 and 35 years of age, and deliberate interventions to enable the youth to participate in the socio-economic wellbeing of the country and the world. Performance management is further defined as the process towards ensuring there is a concerted effort in the implementation of the predetermined plans. The researcher opted for the case study approach, using Nkangala District Municipality (NDM) as the case to explore the extent to which municipalities apply the prescripts and principles of performance management to the youth development programmes. The study sought to establish whether municipalities have performance management frameworks and systems, whether youth development matters are included and whether there are specific youth development performance measures in place. The literature shows that there is extensive work done on the area of performance management in local government in South Africa. The legislation compels all municipalities to have performance management systems and frameworks in place and adopted by the councils. The document review shows that in Nkangala District Municipality there is still a need to trickle down the application of the systems and framework. There is a need to ensure that youth development is included in the performance management process. Evidence from the study shows that there are still gaps to be addressed in as far as the district is concerned. Their application of the performance management framework and systems still needs to be cascaded to all staff members; the application must still be applied to youth development programme and youth development units. There is a need to align municipal planning with youth development. Youth participation still remains a challenge throughout the process of planning, implementation and reporting. Municipalities are suffering from attitudes that suggest that youths are simply recipients of hand-out products and services. Finally, the study suggest a Youth Development Performance Management Framework which will also integrate youth participation, monitoring and evaluation. / AFRIKAANSE OPSOMMING: Soos in baie ontwikkelende lande neig jeugontwikkeling in Suid-Afrika daarna om die sentrale fokus van die regering te word. Die bevolkingsyfers illustreer 'n demografiese dividend of jeug uitstulping (“youth bulge”), soos wat daarna verwys word. `n Meer pragmatiese en aggresiewe benadering tot jeugontwikkeling was nog nooit meer dringend vir Suid-Afrika as juis tans nie. Munisipaliteite, deur ontwerp, is op voetsoolvlak en die poort vir die verskaffing van direkte ontwikkelingsingrypings vir die meerderheid van mense in Suid-Afrika. Meeste van die munisipaliteite in die land het begin om hierdie verantwoordelikheid op te neem. Daar is egter bewyse dat sukses in die implementering van jeugontwikkelingsprogramme beperk is, veral as gevolg van die gebrek aan die aanwending van prestasiebestuur op die vlak van plaaslike regering. Hierdie studie is bedoel om die navorsingsprobleem gedefinieer as: “die afwesigheid van 'n pasgemaakte prestasiebestuurstelsel vir jeugontwikkeling lei tot beperkte of gebrekkige bereiking van die gestelde teikens vir jeugontwikkeling” Te verken. Die studie begin deur die literatuur te ondersoek op beide die onderliggende gebiede van die studie, jeugontwikkeling en prestasiebestuur. Hoewel jeugontwikkeling `n redelik nuwe gebied is, is daar vordering in die definiëring en konseptualisering van beide prestasiebestuur en jeugontwikkeling in Suid-Afrika. Jeug en jeugontwikkeling word gedefinieer as jong mense tussen 14 en 35 jaar oud en doelbewuste intervensies om die jeug in staat te stel om deel te neem aan die sosio-ekonomiese welstand van die land en die wêreld. Prestasiebestuur word gedefinieer as die proses om te verseker dat daar `n gesamentlike poging is vir die implementering van die voorafbepaalde planne. Die navorser het besluit op `n gevallestudie benadering, deur gebruik te maak van die Nkangala Distriksmunisipaliteit (NDM) om die mate waarin munisipaliteite die voorskrifte en beginsels van prestasiebestuur op die jeugontwikkelingsprogramme toepas te verken. Die studie poog om vas te stel of munisipaliteite prestasiebestuursraamwerke en stelsels het, of jeugontwikkelingsaangeleenthede ingesluit is en of daar spesifieke jeugontwikkeling prestasiemaatreëls in plek is. Literatuur toon dat daar uitgebreide werk gedoen is op die gebied van prestasiebestuur in plaaslike regering in Suid-Afrika. Die wetgewing verplig alle munisipaliteite om prestasiebestuurstelsels en raamwerke in plek te hê en goedgekeur deur die rade. Die dokumentêre hersiening toon dat daar in die Nkangala Distriksmunisipaliteit steeds `n behoefte daaraan is om die toepassing van die stelsels en raamwerk te laat deursyfer. Daar is `n behoefte om te verseker dat jeugontwikkeling ingesluit word in die prestasiebestuursproses. Bewyse uit die studie toon dat daar steeds gapings is om aan te spreek met betrekking tot die distrik. Die aanwending van die prestasiebestuursraamwerk en stelsels moet nog afgewentel word na alle personeellede. Die aanwending moet nog van toepassing gemaak word op jeugontwikkeling en jeugontwikkelingseenhede. Daar is 'n behoefte om munisipale beplanning in lyn te bring met jeugontwikkeling. Jeug deelname dwarsdeur die proses van beplanning, implementering en rapportering bly steeds 'n uitdaging. Munisipaliteite ly onder gesindhede wat daarop dui dat die jeug eenvoudig ontvangers is van produkte en dienste. Die studie stel ten slotte `n jeugontwikkeling prestasiebestuursraamwerk voor wat ook jeug deelname, monitering en evaluering sal integreer.

Thesis (MBA)--Stellenbosch University, 2008. / ENGLISH ABSTRACT: This is a report on the implementation of the Balanced Scorecard (BSC) in the City of Cape Town. Based on the experiences and perceptions of a sample of middle managers. the report highlights the various issues which impact on the BSC at local government level. The report focuses on the implementation of the BSC in one Directorate. namely the Community Services Directorate. Appropriate reccmmendations are made based on the findings of the research. The literature review places the BSC in the ccntext of the infonmation age. where companies were seeking a more holistic tool to plan, monitor and measure how strategy is implemented. The theoretical basis of the BSC is outlined. This contains a brief overview of how the public sector internationally adopted the BSC. The report proceeds by addressing the legislative framework within which municipalities operate in South Africa with regard to Performance Management. It is within this context that the City Of Cape Town adopted the BSC. The implementation of the BSC for the City of Cape Town is placed within the context of its Organisational Performance Management System. This literature review concludes by highlighting the challenges and critical success factors with the implementation of the BSC. The methodology used in the research was content analysis. The experience and perception of the research population. in relation to the implementation of the BSC in the City of Cape Town. was analysed. Data was collected through open ended, semi-structured interviews. The issues highlighted in the literature review were used as the basis for the interviews. Inferences were drawn from responses solicited in the interviews. The report found that there is a correlation between the issues highlighted in the literature and what emerged in the course of the research. The issues that impact on the implementation of the BSC revolve around process. structure and people. Accordingly the researcher makes appropriate recommendations to address these issues in the City of Cape Town. Finally, areas for future research are identified. / AFRIKAANSE OPSOMMING: Hierdie verslag handel oor die implementering van die Gebalanseerde Prestasie Skedule (GPS) vir die Stad Kaapstad. Die verslag beklemtoon verskeie aspekte wat 'n impak het op die GPS by plaaslike owerhede en is baseer op 'n steekproef oor die ondervindinge en persepsies van 'n bepaalde middelvlakbestuursgroep. Hierdie verslag fokus op die implementering van die GPS in een van die Direktorate, naamlik die Direktoraat: Gemeenskapsdienste. Toepaslike aanbevelings word gemaak opgrond van die navorsingsbevindinge. Die literatuur oorsig plaas die GPS in die konteks van die inligtingsera, waar maatskappye opsoek is na 'n holistiese benadering vir beplanning, monitering en om implementeringstrategiee te meet. Die teoretiese basis van die GPS word ook uiteengesit. Dit bevat 'n kort oorsig oor hoe die openbare sektor die GPS internationaal aanvaar het. Voorts handel die verslag oor die wetgewende raamwerk waarbinne munisipaliteite in Suid-Afrika moet beweeg rakende Prestasiebestuur. Dit is binne hierdie konteks wat die Stad Kaapstad die GPS aanvaar het. Die implementering van die GPS vir die Stad Kaapstad vind plaas binne die konteks van sy Organisatoriese Prestasiebestuurstelsel. Die literatuur oorsig eindig deur die uitdagings en kritiese sukses faktore met die implementering van die GPS te beklemtoon. Die metodologie wat tydens die navorsing gebruik was, is die inhoud-ontleding. Die ondervindinge en persepsies van die navorsings steekproefgroep, in venhouding tot die implementering van die GPS by die Stad Kaapstad, was ontleed. Inligting is bekom deur middel van oop vrae tydens semigestruktureerde onderhoude. Aspekte wat tydens die literatuur oorsig beklemtoon was, is gebruik as basis vir onderhoudvoering. Gevolgtrekkings is gemaak van respondente se kommentaar en antwoorde tydens onderhoudvoering. Die verslag dui aan dat daar 'n korrelasie bestaan tussen die aspekte wat beklemtoon word in die literatuur en wat tydens die navorsing aan die lig gebring is. Aspekte wat 'n impak het op die implementering van die GPS is prosesse, strukture en mense. Gevolglik maak die navorser toepaslike aanbevelings om hierdie aspekte binne die Stad Kaapstad aan te spreek. Laastens word sekere areas geidentifiseer vir toekomstige navorsing.