<p>This research project is a comparative study of management of two university libraries (University of the Western Cape and Dhaka University) from two different countries (South Africa and Bangladesh). This research was to identify and document how the functions of management are applied in both libraries.</p> <p><br /> A sample of the two university libraries&rsquo / users, librarians, and library staff were taken. The questionnaire, interview, observation and documentary sources of information were major methods of data collection. In order to provide a brief presentation on how the management functions were applied at other university libraries, a description of how some university libraries in the U.K, U.S.A, Eastern countries and Africa are given. The findings of the study revealed that the problem of inadequate financial support is true for both University libraries, and is the major cause amongst other weaknesses. Both libraries still use a large percentage of non-professional staff and the library service is in desperate need of personnel. However, the observed difference between DUL and UWCL in this comparative study was significant. Services offered in both libraries differ in some cases such as: Consortia, Inter library loans, OPAC, CD-search, e-journals and multimedia. These areas still need to be developed at DUL. UWC have the most of these facilities. Although it needs to improve on aspects such as e-journals, access to data-bases and open access on the Internet.</p>

<p>This research project is a comparative study of management of two university libraries (University of the Western Cape and Dhaka University) from two different countries (South Africa and Bangladesh). This research was to identify and document how the functions of management are applied in both libraries.</p> <p><br /> A sample of the two university libraries&rsquo / users, librarians, and library staff were taken. The questionnaire, interview, observation and documentary sources of information were major methods of data collection. In order to provide a brief presentation on how the management functions were applied at other university libraries, a description of how some university libraries in the U.K, U.S.A, Eastern countries and Africa are given. The findings of the study revealed that the problem of inadequate financial support is true for both University libraries, and is the major cause amongst other weaknesses. Both libraries still use a large percentage of non-professional staff and the library service is in desperate need of personnel. However, the observed difference between DUL and UWCL in this comparative study was significant. Services offered in both libraries differ in some cases such as: Consortia, Inter library loans, OPAC, CD-search, e-journals and multimedia. These areas still need to be developed at DUL. UWC have the most of these facilities. Although it needs to improve on aspects such as e-journals, access to data-bases and open access on the Internet.</p>

Philosophiae Doctor - PhD / This research project is a comparative study of management of two university libraries (University of the Western Cape and Dhaka University) from two different countries (South Africa and Bangladesh). This research was to identify and document how the functions of management are applied in both libraries. A sample of the two university libraries&rsquo; users, librarians, and library staff were taken. The questionnaire, interview, observation and documentary sources of information were major methods of data collection. In order to provide a brief presentation on how the management functions were applied at other university libraries, a description of how some university libraries in the U.K, U.S.A, Eastern countries and Africa are given. The findings of the study revealed that the problem of inadequate financial support is true for both University libraries, and is the major cause amongst other weaknesses. Both libraries still use a large percentage of non-professional staff and the library service is in desperate need of personnel. However, the observed difference between DUL and UWCL in this comparative study was significant. Services offered in both libraries differ in some cases such as: Consortia, Inter library loans, OPAC, CD-search, e-journals and multimedia. These areas still need to be developed at DUL. UWC have the most of these facilities. Although it needs to improve on aspects such as e-journals, access to data-bases and open access on the Internet. / South Africa

Thesis (MTech (Business Information Technology))--Cape Peninsula University of Technology, 2018. / Institutions of higher learning are operating in an environment that is continuously informed by the markets and government regulations, hence the need for continuous improvement initiatives in order to remain relevant to the dynamic changes in higher education. The improvements are done by reviewing the course content, operations, and business processes, which includes an application and admission process. This study analyses the residence application and admission process (RAAP). The business processes and Enterprise Resource Planning (ERP) system support the realisation of the application and admission process of the university. The review of the current application and admission process will be based on business processes, business process reengineering, and the business process modelling theory. Therefore, the problem statement for the study is that the impact of information flow during the application and admission of students for residency at the university involves business processes that are inefficient and ineffective. This results in mistakes being made by administrators, and students who are dissatisfied. The study is based on two research questions: Firstly, what strategies can be used to improve the application and admission process of the role players at the selected tertiary institution, and secondly, how does the application and admission process affect service delivery to the students and residence administrators at the selected tertiary institution? The aim of the study is to explore how the participating students and administrators in the residence application and admission process perceive the efficiency of university business processes. A further aim is to explore how the processes can be reengineered to fulfil the requirements of the students and administrators. The research methodology employed to resolve the problem logically is qualitative in nature. A research paradigm guides the actions of the researcher with regard to the generation and interpretation data, which results in knowledge production. The inductive research approach is well suited for the research strategy. For the purpose of this study, a case study strategy is deemed suitable because of its qualitative nature, and comprehensive knowledge of the university processes is required to understand and address the research problem. The unit of analysis of the study is the university’s administrative department business processes. The purposive, non-randomly selected students who applied for residency and the employees of the applicable departments within the university form the unit of observation, which is also a source of data. The data are collected by means of interviews using semi-structured questionnaires, with the samples being non-random and purposively selected. The data collected in the case study are then be summarised and categorised into themes. The themes are uses to present the “As-Is” and the “To-Be” application and admission process.

Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2019. / Customer satisfaction is a topic of global interest in higher education and it also forms the backdrop of the research presented in this thesis. This study focuses on the employees (academics and non-academics) in the Faculty of Education at a South African university of technology (UoT) who play a key role in providing the services that their customers receive. The study is underpinned by the understanding that in order for the customer’s experience of service provision to be positive, a healthy relationship between the customer and the service provider is critical. The organization, in this case a higher education institution, has to have a sense of quality culture in order for the service provider to maintain a good relationship with a customer. Quality culture assessment can help to better understand complex organizational culture and its impact on service delivery. Quality culture assessment also helps to direct the implementation of organizational changes for better service delivery structures. The type of quality culture dominant in an organization may positively or negatively affect service quality, employee performance and motivation. As a result, the service delivery experience of the customer may be influenced. Quality culture affects the way in which employees interact with each other and with their customers. This study therefore, presents an inquiry into quality culture within a higher education context with the aim to evaluate quality culture within the Faculty of Education at a UoT using quality management principles (QMPs) as a framework. This study employed QMPs because of their increased effectiveness in enhancing customer satisfaction and improving customer loyalty. The quality management principles are: customer focus, leadership, engagement of people, process approach, improvements, evidence-based decisions and relationship management (ISO 9001, 2015:Online). This study used a quantitative research approach and was designed as a survey case study. Data was collected through a structured questionnaire that was disseminated to all the academic and non-academic staff in the Faculty of Education at the UoT. Statistical Package for Social Sciences (SPSS) software was used as a tool for data analysis. Findings in this study reveal that a safe working environment, communication between employees, communication between management and employees, in addition to good working relationships, may affect service quality in the Faculty of Education at the UoT. This implies that having a healthy working environment in an organization is beneficial for employees in order to perform their duties better and to provide quality services to their customers. In an organization with good quality culture, there is close cooperation between employees which leads to good service quality. If the institution under study is concerned with providing value to customers, it needs to consider improving customer value by formally applying QMPs throughout the organization. QMPs are central to the practice of quality management and service delivery. The findings of this study suggest that quality culture affects service quality in the Faculty of Education at the UoT as some of the quality management principles are lacking. This study recommends that the Faculty of Education have a closer look at improving communication between employees, communication between management and employees, in addition to encouraging good working relationships as well as an enabling environment that allows employees to work efficiently. It is also recommended that quality culture be on the Faculty of Education’s agenda in order to enhance the service delivery experience of customers. The Faculty of Education should support a quality culture environment by providing appropriate structures such as service delivery structures within their organizations. These structures may be needed in order to facilitate, maintain and show commitment of staff members towards a quality culture environment and service delivery. Furthermore, these structures may contribute to quality culture by introducing new shared values and behavioural norms that might facilitate the long-term success and well-being of the organization. It is also recommended that the institution under study formally apply quality management principles throughout the organization for the purpose of improving customer value, customer experience and meeting customer needs.

Thesis (MEd)--Cape Peninsula University of Technology, 2018. / Technical Vocational Education and Training (TVET) colleges play an important role in providing a competent workforce that can contribute to the economic development of South Africa. TVET Colleges also provide an alternative pathway for students who have not completed grade 12. TVET Colleges have seen many changes during the past decades and have reportedly been underperforming in various areas, including academically. Student misconduct may, amongst other factors, have a determining influence on the poor performance of TVET Colleges. Student misconduct comprises the nature of student misconduct, factors leading to student misconduct and management of student misconduct. The nature of student misconduct, factors leading to student misconduct and methods used to manage student misconduct at TVET Colleges remain largely unidentified and need to be researched. The purpose of this study is to determine the nature of student misconduct, factors leading to student misconduct and how student misconduct is managed at a TVET College in the Western Cape. The nature of student misconduct is classified into ordinary student misconduct and serious misconduct. Factors leading to student misconduct are classified into factors related to the management of TVET Colleges, lecturer qualifications and competence and student background and preparedness. Management of student misconduct is classified into reactive methods and preventative methods for managing student misconduct. The research methodology employed for this study was an explanatory mixed method. The explanatory mixed methodology collects quantitative data first and then, based on the quantitative findings, collects qualitative data to elaborate on the quantitative findings. The major findings of the quantitative phase created topics for further discussion during qualitative interviews. The study found that the most frequent forms of TVET student misconduct are ordinary forms of student misconduct such as absenteeism, playing with cellular phones in class and arriving late for lessons. The most frequent factors leading to student misconduct were found to be students becoming hungry during lessons, students coming from disadvantaged homes and students finding work too difficult. Students' home environment and level of academic preparedness therefore has an impact on their behaviour. Students who originate from disadvantaged homes, experience lack of provision in their basic needs, and also a lack of geborgenheit which lead to student disciplinary problems. As a counter measure, methods applied in the interest of managing student misconduct should include an atmosphere of geborgenheit. The study indicated that the most effective methods for managing student misconduct are the creation of a friendly classroom atmosphere, lecturer’s good subject knowledge, proper lesson preparation and positive student-lecturer relationships. A combination of the above-mentioned methods implies interesting lessons filled with activities that engage students who feel safe, loved and unconditionally accepted in their learning environment. When students feel safe and unconditionally accepted they experience an atmosphere of geborgenheit, a pre-requisite for management of student discipline. Poorly disciplined students, it was found, who display deliberate forms of student misconduct should be disciplined by means of stricter methods such as classroom rules and the disciplinary procedure. Methods applied in the interest of managing student misconduct should, however, be accompanied by an atmosphere of geborgenheit. Disciplinary measures should address misconduct from a position of love and unconditional acceptance. Students with behavioural problems need to be identified and referred to student support services for effective support. It is recommended that an early identification and support system be considered for early identification and referral of students with behavioural problems. Successful implementation of an early identification system should include the involvement health and welfare organisations and religious organisations. Student support services should, in addition, be expanded and posts created for educational psychologists to provide effective counselling to students with behavioural problems. TVET lecturers need to have workplace experience and qualifications, academic qualifications and teaching qualifications to enable them to present interesting, well prepared lessons using a variety of methodologies. It is recommended that TVET Colleges and the DHET invest in upgrading the qualifications of TVET lecturers through bursary schemes, time off at work and salary scales that are linked to qualification levels.

The aim of this study was to explore the role and contributions of elected student leaders in student governance positions, at the four higher education institutions in the Western Cape. The literature study revealed that whilst information on student politics is easily available, very limited information is available about the elected student leaders in student governance positions in higher education institutions, within the broader governance framework. The role of elected student leaders in contributing to the democratisation of universities was positively identified as an indicator of the evolving democratisation of universities. It was found that whilst elected student leaders are involved in, and do contribute to key decision-making in policy matters, this is not always the case. Of significance is the quality of the deliberative process and the level of seriousness in connecting the voice of students in a meaningful and consistent manner, to institutional decision-making, on matters that affect students. The theoretical framework of this study was grounded in Public Administration theory, deliberative democracy theory and governance theory within a higher education institutional context. The study intersects with deliberative democracy theory in understanding the advantage of good student governance as a way of contributing to the democratisation of universities and the student and the public good. The role of student leaders is fore grounded by illuminating ways in which they interpret their student leadership roles and how they interpret this in relation to the national and institutional policy framework referred to in the National Plan for Higher Education (Republic of South Africa, 2001). The policy context provides a basis for understanding the relationship between Public Administration and higher education. The Higher Education Act, No. 101 of 1997, provides the legislative framework for institutional governance, within which the statutory provision for student governance is situated. In particular, the Higher Education Act sets out the framework for institutional student governance and principles of good governance. The governance ethos of the Higher Education Act is derived from principles of good Public Administration as the basis for good governance, and the democratic values and principles as set out in Section 195 of the Constitution of the Republic of South Africa, 1996. An empirical study was conducted which included the administration of questionnaires to students in student leadership positions at the four universities in the Western Cape. In addition to the questionnaire survey, interviews were conducted with students and staff. The data was analysed statistically, using descriptive statistics. The findings of the study illustrate support for the continued existence of the student governance framework and for the role of student leaders in the decision-making processes of higher education institutions. However, there is a need for a more serious and consistent commitment to involving students in deliberative processes on matters of student interest and the public good. Such involvement is fundamental to the values and principles of democracy and good governance. The challenge for change is to seek meaningful and sustainable ways to complement the student governance approach by drawing in and connecting the broader student voice to the representations and the decision-making processes on its behalf by those who represent them, and by the decision-makers. It may be useful to review the role of student leaders in how this role is interpreted and deployed by the student leaders and how this role is supported by staff and the decision-makers involved in decision-making that impact on students. This descriptive study explored key factors such as the role and contributions of student leaders in governance positions, their functions, skills and applications deployed within their specific environment of student governance, and the general institutional governance environment and its influences on institutional democratisation. The research study culminates in providing guidelines for an integrated student governance framework in contextualising and supporting a wider deliberative student governance approach in higher education. This requires commitment and support from the management and student leadership, in pursuit of effective student governance within an environment that is nurturing and embracing of the student voice as central to achieving the institutional vision. / Thesis (Ph.D.)-University of KwaZulu-Natal, Durban, 2011.

Thesis (MPhil)--Stellenbosch University, 2002. / ENGLISH ABSTRACT: One of the main objectives of the new South African government who came into power in 1994 was to improve the daily living conditions of its citizens. To what extent did the government succeed in this objective? This is the basic research question informing the present study. In order to keep it within manageable proportions, the study investigated a very specific area of service delivery, namely the delivery of public health services. This was further narrowed down to the Western Cape and more specifically, to the role of public hospitals in the area. The Western Cape promised to be an interesting case, because although the government of national unity was dominated by the ANC, the Western Cape was ruled by a NNP dominated coalition. On the national level, the Province had to follow national policy guidelines, while on the provincial level it had more freedom to formulate and implement its own policies. The study itself consists of two parts. The first concerns policy formulation, the second policy implementation. As far as policy formulation is concerned, a study was made of basic documents articulating the fundamental values, national priorities and main objectives informing government policy. These included the Freedom Charter, the Constitution, and the Reconstruction and Development Program. It was found that these values and priorities were in general well translated into policy options on both the national and provincial level, especially in the various documents aimed at transforming the national health system. The second part of the study investigates the implementation of the broad policy guidelines in the area of public heath in selected public hospitals in the Western Cape. The main method of investigation was the use of structured interviews with representative employees from all different levels. The findings were therefore of a qualitative rather than a quantitative nature. The focal areas selected were personnel management issues, human resource planning, labour relation issues and human resource development issues. The main findings were that the formulation of policy both from basic values to the level of health care policies and from the national to provincial level in general was quite successful. On the other hand, there were serious shortcomings in the implementation of these policies on various levels. The investigation revealed a mixed and often contradictory picture. Although some hospitals made good progress in some respects, there is still a long way before quality health care will be delivered to all patients. A commitment to equity in the health services of the country implies a commitment to correcting the historical gender, class and racial imbalances in the development of human recourses for health care. Of necessity, a compassionate and caring health service will address the issue of corrective action. There is a real need to provide proper planning of those most disadvantaged by apartheid in managerial skills to fill managerial positions in the health sector. It is therefore is necessary to introduce as a matter of urgency new health management programmes, which will promote efficient and effectiveness management at all levels of health care service delivery. Current health managers need to be reoriented from the predominantly bureaucratic, rule-based approach towards a participative approach. The development of managerial capacity in areas such as participative and change management, leadership development, strategic planning, programme management and evaluation, and policy development and implementation is of crucial importance. The study concludes with a series of specific recommendations with regard to affirmative action, managerial and institutional capacity, human resource planning, and training needs for various sectors. / AFRIKAANSE OPSOMMING: Een van die hoofdoelstellings van die nuwe Suid-Afrikaanse regering wat in 1994 aan bewind gekom het, was om die leefomstandinghede van al die land se inwoners te verbeter. Tot watter mate het die regering geslaag in hierdie doelwit? Dit is die basiese navorsingsvraag onderliggend aan hierdie studie. Ten einde die ondersoek binne hanteerbare grense te hou, is op slegs een aspek van dienslewering gekonsenteer, naamlik die lewering van gesondheidsdienste. Hierdie terrein is verder vernou tot die Wes-Kaap en meer spesifiek tot die rol van openbare hospitale. Die Wes-Kaap was interessant omdat hoewel die regering op nasionale vlak deur die ANC beheer is, die Wes-Kaap basies deur die NNP in die periode van ondersoek geregeer is. Die provinsie was verplig om nasionale beleidsriglyne te volg, maar op provinsiale vlak het dit 'n sekere speelruimte geniet om eie beleid te formuleer en te implementeer. Die studie bestaan uit twee dele. Die eerste het te doen met beleidsformulering, die tweede met beleidsimplementering. Wat beleidsformulering betref, is 'n studie gemaak van die basisdokumente wat die kernwaardes, nasionale prioriteite en hoof doelstellings van die regering bevat. Dit het ingesluit die Vryheidmanifes, die Konstitusie en die Heropbou- en Ontwikkelingsprogram. Daar is bevind dat hierdie waardes en prioriteite in die algemeen suksesvol vertaal is in beleidsopsies op beide die nasionale en provinsiale vlak, veral in die dokumente wat gerig was op die transformasie van die nasionale gesondheidsektor. Die tweede deel van die studie het die implementering van die breë beleidsriglyne in die area van openbare gesondheid in geselekteerde publike hospitale in die Wes-Kaap ondersoek. Die hoof-ondersoekmetode was gestruktureerde onderhoude met verteenwoordigende werknemers van alle vlakke. Die bevindinge was gevolglik meer van 'n kwalitatiewe as kwantitatiewe aard. Die fokusareas waarop geskonsentreer is, was personeelbestuur, menslike hulpbronbeplanning, arbeidsverhoudinge en die ontwikkeling van menslike potensiaal. Die hoofbevindinge was dat die formulering van beleid beide van basiese waardes na gesondheidsbeleid en van die nasionale na provinsiale vlak in die algemeen suksesvol was. Aan die ander kant het ernstige gebreke aan die lig gekom sover dit die implementering van beleid op verskillende vlakke betref. Die resultaat was 'n gemengde en dikwels kontrasterende prentjie. Hoewel sommige hospitale goeie vordering gemaak het in sekere opsigte, laat die lewering van gehalte-diens aan alle pasiënte nog veel te wense oor. Die verbintenis to gelykheid in gesondheidsdienste veronderstel 'n verbintenis tot die regstelling van geslags-, klas- en rasse-ongelykhede in die ontwikkeling van menslike hulpbronne in die gesondheidsektor. Dienslewering gebaseer op sorg en empatie is van deurslaggewende belang in hierdie opsig. Daar is 'n groot behoefte aan behoorlike beplanning vir die verbetering van bestuur- en ander vaardighede van agtergestelde groepe. Die implementering van behoorlike bestuursopleidingsprogramme is van die uiterste belang, wat kan bydra tot effektiewe en goeie dienslewering. Die huidige oorwegend burokratiese en reëlsgebonde bestuurstyl behoort in 'n deelnemende benadering omgeskakel te word. Die ontwikkeling van bestuurskapasiteit in gebiede soos deelnemende veranderingsbestuur, leierskapsontwikkeling, strategiese beplanning, programbestuur en -evaluering en beleidsformulering is van die grootse belang. Die ondersoek sluit af met 'n reeks konkrete aanbevelings met betrekking tot regstellende aksie, verbetering van bestuurskapasiteit, menslike hulpbronontwikkeling en die opleidingsbehoeftes van die verskillende afdelings.

Thesis (MPhil) -- University of Stellenbosch, 2001. / ENGLISH ABSTRACT: Community radio stations in South Africa are faced with a huge challenge to become sustainable in the process of serving their communities. The issue of sustainability itself is complex and shaped by a range of conditionalities. These include community participation, funding, regulatory and licencing factors, staff and management expertise, and the strategic planning and management capacity of a station. Often the communities themselves are materially poor and unable to contribute in monetary terms to the radio station. However, these same communities are also a source of wealth when it comes to experience, ideas, human power and time. A major challenge is for station management to develop organisational strategies that facilitate full utilisation of this community resource in the process of sustaining their stations. The focus of this study is on two stations in the Western Cape - Bush Radio and Radio Zibonele - and how their management is responding to the challenge of sustainability. Bush Radio has evolved a diversification strategy based on providing formal training and development as an income-generator, and Radio Zibonele has responded through a strategy of selling airtime to advertisers. This work describes these sustainability strategies and explores whether they constitute 'building a brick column or a brick wall'. The conclusion suggests that while both radio stations demonstrate varying degrees of community participation, clear internal systems of monitoring and control of resources, they differ in some fundamental respects of strategy. Bush Radio, on the one hand, shows a clear commitment to consciously diversifying income sources in a way that does not leave the station highly dependent on any single source. This, the writer submits, constitutes an attempt at building a "brick wall". Radio Zibonele, on the other hand, shows a clear commitment to consolidation and reliance on advertising revenue as a single source of income for the station. To the extent that this station relies on a single source of income and does not demonstrate any strategic objective of diversifying sources, the writer submits, it is building a "brick column". The basic assumption of this study is that while the challenge of sustainability constitutes an objective reality facing community radio stations in South Africa today, the subjective responses developed by station management to deal with this challenge can and often do make a difference. / AFRIKAANSE OPSOMMING: Gemeenskapsradiostasies in Suid-Afrika staan voor 'n groot uitdaging om volhoubaar te ontwikkel. Volhoubaarheid as sulks is kompleks en word deur 'n verskeidenheid faktore beinvloed. Dit sluit in gemeenskapsdeelname, befondsing, regulerings- en lisensierinqsfaktore, personeel- en bestuursvernuf en die strategiese beplanning en bestuurskapasiteit van die stasie. Meestal is die gemeenskappe self arm en nie daartoe in staat om in rnonetere terme 'n bydrae tot die stasie te lewer nie. Dieselfde gemeenskappe is egter ook 'n bron van rykdom in terme van ondervinding, idees, mannekrag en tyd. Een van 'n stasiebestuur se grootste uitdagings is om organisatoriese strateqiee te ontwikkel wat die volle gebruik van die gemeenskapshulpbron sal fasiliteer in die proses om hul stasies volhoubaar te ontwikkel. Die fokus van die studie val op twee stasies in die Wes-Kaap - Bush Radio en Radio Zibonele - en hoe hul bestuur op die uitdaging van volhoubare ontwikkeling reageer. Bush Radio het 'n diversifiseringstrategie ontwikkel wat op formele onderig en ontwikkeling as 'n inkomstegenereerder gebaseer is. Radio Zibonele, daarenteen, konsentreer op adverteerders. Die werk beskryf die volhoubaarheidstrategiee elk van die radiostasies. Die gevolgtrekking word gemaak dat albei radiostasies wei verskillende grade van gemeenskapsbetrokkenheid, duidelike interne monitorsisteme en beheer van hulpbronne het. Tog verskil hulle ten opsigte van sekere fundamentele strategiee. Aan die een kant het Bush Radio 'n duidelike verbintenis tot 'n bewustelike diversifisering van inkomste op so 'n manier dat die stasie nie afhanklik is van een bron van inkomste nie. Die skrywer vergelyk dit met die bou van 'n "baksteenmuur". Radio Zibonele, aan die ander kant, is verbind tot advertensies as die enigste bron van inkomste. Aangesien die stasie op 'n enkele bron van inkomste vertrou en nie enige strategiese doelwitle vir die diversifisering van hulpbronne het nie, vergelyk die skrywer dit met die bou van 'n "baksteenpilaar" . Die basiese veronderstelling van die studie is dat die reaksie van die stasiebestuur In deurslaggerwende verskil kan maak om die uitdaging van volhoubare ontwikkeling Suid- Afrikaanse radiostasies die hoof te bied.