The success of an organisation is inherent upon the ability to correctly identify the problems and to avoid being distracted by the symptoms. The pursuit of success demands the necessity of planning, which if only internal, is in itself insufficient. The organisation needs to adapt and pursue a dynamic strategic policy, taking into account the environment in which it operates. Every organisation has a unique organisational culture. Each has its own business philosophy and principles. Its own ways of approaching problems and making decisions, its own embedded patterns of how to turn things around, its own folklore, its own taboos and political do's and don'ts - in other words, its own ingrained beliefs, behaviour and thought patterns, business practices, and personality. This dissertation will entail an evaluation of the organisations revenue division and proposes recommendations for the future. The analysis commences with an evaluation of the current structure, systems and processes, which then sets the foreground for a sharply focused analysis of future strategy to improve revenue. The benefit of this approach is that available resources are matched to a strategy, whilst identifying future resources needed for transformation. The analysis includes recommendations as to how The Msunduzi Municipality can continue to grow and maintain a sustainable competitive advantage through carefully crafted strategies that will lead it into a financial status of long-term sustainability. / Thesis (MBA)-University of Natal, Durban, 2003.

This thesis examines crowds and resistance politics in Pietermaritzburg, focusing particularly on the 1950s and the 1980s. These two decades were characterised by heightened anti-apartheid political activity in South Africa. It is against that background that this thesis explores mass mobilisation and resistance in Pietermaritzburg. The 1960s and the 1970s have not been ignored, however, in this comparative analysis. It appears that there was not so much overt mass mobilisation that was taking place in South Africa during this period, on the same scale as that of the 1950s and the 1980s. This thesis analyses selected case studies of events such as protest marches, popular riots and stayaways. It examines the similarities and differences in the socioeconomic and political contexts in which such events occurred. The key aspect is that of resistance crowds. This thesis examines how, when and why resistance crowds formed in Pietermaritzburg during the two periods. It begins with a literature survey, which sets out the framework for comparison. Aspects such as the kinds of constituencies, the roles of political organisations, trade unions, church groups, youth organisations, government policies and the nature of the campaigns are raised in the literature. Drawing from that framework this study explores the socio-economic contexts in which the selected case studies took place. The way in which the changes in the socio-economic and political contexts influenced mass mobilisation forms a central theme of this dissertation. The four case studies explore crowd events in anti-apartheid politics in Pietermaritzburg. The thesis concludes with a comparative evaluation of the case studies of resistance crowds in their differing contexts. / Thesis (M.A.)-University of Natal, Pietermaritzburg, 1998.

This study is a policy analysis of the merits of policy networks in policy-decision making: A case study of the Premier's Office, KwaZulu-Natal. This study aims to identify some of the merits of policy networks as identified by the literature. It is also aimed to understand what some of challenges are that face policy networks, and also to determine what type of policy networks are within government, more particularly the Premiers Office in KwaZulu-Natal. This study proves that in theory policy networks allow for participation and coordination between different stakeholders across different levels of government. In practice the time available to members to meet is limited. The absence of key members because of multiple meetings simultaneously. This study is divided into four parts in which part one explores literature on policy networks. The second part looks at the policy issue. The third part looks at the findings and the forth part looks at what has been learned from the literature. / Thesis (M.Soc.Sc.)-University of KwaZulu-Natal, Pietermaritzburg, [2004-05].

Youth development in South Africa remains one of the greatest challenges. Due to the legacy of apartheid policies and the existing gaps in current policies, most young people still face socio-economic challenges, such as a high rate of unemployment, poverty, lack of business opportunities, lack of skills and a high rate of HIV infection, among other health-related challenges. The advent of democracy transformed the government’s response to the needs of young people. New policies and legislative documents have been formulated since 1994. As part of constant efforts to promote youth welfare, in November 2008, the government launched the National Youth Policy (NYP). The policy stands as an essential guiding tool for youth development in the country. It stresses that mainstreaming youth development requires not only transformation of municipal structures, but also a deliberate willingness of leaders, and that their existing economic policies, strategies, programmes and institutions consider youth priorities. The government established the National Youth Development Agency (NYDA) to spearhead co-ordination of youth development. In the Msunduzi Municipality, NYDA is guided by the Youth Advisory Programme that translates the policy at a local level. The purpose of this research was to ascertain whether or not the NYP is being implemented in the municipality through the Youth Advisory Programme. Through a case study done at the NYDA office, the findings indicate that the programme focuses on economic empowerment. First, activities concentrate on career development, which is mainly directed at technical skills, writing and communication skills of the youth, both in and out of school. Second, activities concentrate on entrepreneurial development, which means increasing entrepreneurial culture, business managerial capacities and book-keeping, thereby contributing to sustainable human development. However, for the programme to be effective, it needs a holistic approach to development. It must thus focus on all four pillars of the NYP, namely health and wellbeing, education, economic empowerment and social cohesion. For this to happen, the NYDA needs both financial and human resources, which currently, are under-resourced. Shortage of human and financial resources will continue to hamper youth development in the branch. / Thesis (M.Soc.Sc.)-University of KwaZulu-Natal, Pietermaritzburg, 2011.

It is the following quote by E.S Savas (1992) that truly conceptualises and forms the backdrop of this study "the word government is from a Greek word, which means 'to steer.' The job of government is to steer, not to row the boat. Delivering services is rowing, and government is not good at rowing" (Osborne and Gaebler 1992:25). Government has experienced a reformation of the way it operates, particularly in the way it achieves its policy objectives and delivers services. Governments have discarded the old style of governing and public administration in favour of New Public Management (NPM) and an entrepreneurial spirit. Both NPM and entrepreneurial government are based on the premise that governments must seek the most innovative, efficient and effective way of providing services and must do so under circumstances of fiscal constraints and scarce resources. This has resulted in Alternative Service Delivery (ASD) and Public Private Partnerships (PPPs). Local government, being at the heart of service delivery, has entered into Municipal Service Partnerships (MSPs). Public sector procurement has been used as a means of entering into these partnerships and introducing competition, thereby getting the best "value for money". The aim of this research study was to determine how the tender process has contributed to the reformation of the public sector in terms of improving service provision. The study was carried out by employing formal social science research methods. Qualitative methods have been adopted, using the Msunduzi Municipality as a case study. As part of the research methodology of this study, basic interviewing was conducted with officials within the Msunduzi Municipality. The first finding of this study was that government procurement injects competition into the market, thus reducing the cost of services delivered. Secondly, the procurement of goods and services aids government in acquiring much-needed skills, which the public sector often lacks from the private sector. Thirdly, that public procurement in a South African context has a dual purpose. Not only is government procurement aimed at reducing government expenditure, but also at redressing the equalities of the past by empowering "historically disadvantaged individuals". A fourth finding of this study is that Alternative Service Delivery (ASD) and Municipal Service Partnerships (MSPs), which are entered into through the procurement process at local government, are very controversial. While, on the one hand, ASD and MSPs are advocated by some for assisting government in acquiring much-needed financial and technical resources from the private sector which the public sector often lacks, on the other hand the private sector is often criticised by others for being motivated solely by profit-making. Thus, analyses of the findings of this study suggest that government procurement introduces competition into the market, thereby reducing the cost of services delivered, increases service delivery coverage and introduces much-needed skills that are required by the private sector. Public procurement has been employed as an important policy tool which fosters job creation and empowers once discriminated against groups such as women and the disabled. South Africa has reformed itself and has become more entrepreneurial and what was once a solely public function is now being delegated to the private sector. Therefore it can be deduced that ASD and MSPs, through procurement, has transformed the public sector in terms of service delivery and has greatly improved it. / Thesis (M.Soc.Sc.)-University of KwaZulu-Natal, Pietermaritzburg, 2007.

Pietermaritburg Electricity provides electricity to all residents living within its area of license which is mainly within the Msunduzi Municipality boundary. PE has in excess of 66 000 customers, 600 of which are industrial and commercial. PE customers service is regulated by the Batho Pele - 'People First' White Paper on Transforming Public Service Delivery published on 18 September 1997. This White Paper dictates how the service will be provided by public service institutions to public members. This research will endeavour to investigate customer care offered to industrial and commercial customers by Pietermaritzburg Electricity within the context of Batho Pele Principles. A sample size of 242 was chosen and 238 of the sample responded 10 of which were spoilt. 228 responses were analysed and an attempt to understand the performance of PE as far as customer service is concerned was made. A meeting was held with PE's senior management to understand their commitment as far as customer service offered to industrial and commercial customers is concerned within the context of Batho Pele Principles. The survey responses as well as the management responses were analysed and conclusions and recommendations were drawn. / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

The objective of this research was to assess the role of entrepreneurship in the success of small businesses using the factors based on the Burch continuum to measure the levels of entrepreneurial activity. The term entrepreneurship is often used inappropriately in respect of all small businesses, and yet in actual fact this term only refers to businesses that have growth and development as sustainable and achievable objectives (Ligthelm, 2008:368). This study used growth in staff numbers as the measure of success. Growth in staff numbers was used because small business owners are generally not willing to give out their financial records or to disclose their firms’ financial standing. The law of diminishing returns states that the business faces rising costs as it undertakes to expand or grow. The cause of this being that some fixed factors of production limit profitable growth (Teece, 2000:49). This therefore implies that businesses would not unnecessarily increase their employee numbers unless they were growing and had an increased need for labour. Using emailed questionnaires to collect the data needed for the research, a simple random sample of 252 SMEs was generated from a pool of 678 companies registered with the Pietermaritzburg Chamber of Business. The data collected was both qualitative and quantitative. SPSS was used to analyse the data. The information showed that an increase in the level of entrepreneurial activity has a positive impact on the success of a small business. Nearly all the businesses that were successful actively practiced a number of variables that Burch used to measure entrepreneurial activity in his continuum and engaged in more strategic roles as compared to the unsuccessful businesses. A clear differentiation was found using the roles played by the entrepreneur. The successful businesses were run by entrepreneurs who employed more strategic roles in businesses. The researcher would suggest that further study be done on the relevance of older business theories in relation to business success considering the impact of advanced technology in the present day. / Thesis (M.Com.)-University of KwaZulu-Natal, Pietermaritzburg, 2013.

In the context of recent shifts in South African national health policies that integrate mental health care into primary health care, the family rather than the institution has become the primary site of ongoing care for psychiatric clients. The purpose of this qualitative phenomenological study was to describe how caring is rendered at home for the mentally ill person by family caregivers, living in Northdale, Pietermaritzburg. Purposeful sampling was used to recruit six family caregiver participants from the psychiatric clinic waiting room. These were caregivers who had accompanied their family member with mental illness for treatment on that particular day. Data generated from in-depth interviews with these participants provided personal experiences of their caregiving practices, behaviours, and problems. Data analysis was based on descriptive phenomenology and Colaizzi’s method of data analysis and data representation. Significant statements were extracted and grouped to form larger units or clusters. The clusters were then organised into nine themes, with associated significant statements made by the caregivers: Theme 1: Family as support system. These aspects related to daily maintenance of nutrition, hygiene and grooming for the family member with mental illness. The participants indicated that the maintenance of these activities f daily living were very important in the care of the SMI individual at home. Theme 2: Commitment to care. Evident throughout the interviews were issues of how caregivers perceived and sustained the ongoing responsibilities of home care for the mentally ill. There was a willingness and complete commitment to caring for the SMI family member with all its responsibilities. Theme 3: Disruption to family life. Details emerged from the interviews about how families adjusted to the constant needs of care provision, supervision, and vigilance demanded by home care giving. The participants accepted that problem behaviours were part of caring. Theme 4: Value in contributing to care. The interviews revealed various aspects of how caregivers drew reassurance and a sense of positive accomplishment from successes in teaching, supervising and managing a mentally ill relative at home. There were positive aspects to caring in that the SMI individuals could be of help to the caregivers. Simple tasks such as empting of bins, shopping and dish washing were part of the daily routine which proved beneficial to the caregiver and the family member with mental illness. Theme 5: Maintaining hope. Various implications emerged in the study such as being hopeful, and having a positive outlook as caregiver, despite the behaviour problems and chronic nature of the client’s mental illness. Participants indicated that despite the fact that they have a responsibility to care they are hopeful that one day the family member would be as normal as any other person. Theme 6: Support and Guidance: Ongoing assistance. Several issues emerged in relation to the involvement of the community psychiatric clinic professional staff in giving support and guidance to the individual caregivers, such as provision of information about side effects of medication, especially drowsiness, impaired communication and inactivity, guidance on how to cope with taking of substances by the client, and assistance with preparing for lifelong care of the family member with mental illness. Theme 7: Concern for Continuity of care. There was the need to look at what would be the outcome if the parents were not there to care for the SMI individual. Even though this is something to think about and had been broached at one time with the psychiatrist the family and care giver are hopeful that another family member will step into the caring role should they not be there. Theme 8: Fears and difficulties experienced in caring. Problem behaviours and danger to self and others is always upper most in the minds of the care givers, this resulted in even limiting friends because the SMI individual could be influenced into taking drugs. Care giving involved taking steps to ensure the family member does not hurt himself or herself. Theme 9: Misuse of Social Grant. Financial burdens were experienced by the family of the mentally ill individual. Social grants were being used to maintain the whole family for food, lights and rent. Sometimes the caregivers are forced to hand over the social grant to the MHCU just to ensure that there will be no problems at home if they were refused. Money is used to purchase cigarettes and drugs. Fear that the grant would be stopped results in the family not willing to report the abuse to the clinic staff. Implications for psychiatric nursing practice that the study highlighted included need for intervention by the community psychiatric nurses in regard to side-effects of medication, management of problem behaviours, and education for caregivers concerning the illness and especially its progressive signs and symptoms. Further research might explore current supportive programmes available in the community to keep pace with societal changes, with particular focus on whether. caregivers are included in the visits to the clinic with the mentally ill family member and what attention is given to their needs and problems so that they feel appreciated and valued. / Thesis (M.N.)-University of KwaZulu-Natal, Durban, 2012.

In common with other South African cities, the greater Pietermaritzburg region, which is in the Msunduzi Municipality, has faced many challenges, but has made concerted efforts to tackle the legacy of apartheid imbalances. Since 1994, the pattern of planning in Msunduzi Municipality has shifted to a more neoliberal economy. In many instances, this has focused on improving and promoting economic development in townships situated on the urban periphery. This form of development is driven by the need to integrate the overcrowded central business district (CBD) of Pietermaritzburg and the Edendale-Northdale Corridor (ENC). Edendale, Northdale and the Central Area developed individually in isolation; some segments were well-planned, while others were underdeveloped. This research study investigated the effectiveness of the ENC in fostering economic development and the extent to which the corridor helped to attract investment adjacent to this corridor to create job opportunities for the high numbers of unemployed people in the city. It is argued that the structure of the city has created a high poverty rate within the suburbs or townships and has encouraged unnecessary mobility in search of economic opportunities. The study found that areas that struggled to attract economic development in the past showed some signs of improvement, with increased investor confidence. However, investment was hampered by the perception that doing business in Msunduzi Municipality is expensive. This study employed a multi-pronged approach to generate data; this includes qualitative data in the form of interviews with municipal officials, two groups of beneficiaries comprising of businesses and local inhabitants, and other stakeholders. Local inhabitants of the three nodes along the ENC were engaged in group discussions. Field observations/ground-truth checks were also carried out to compare the data collected and to gain an understanding of development along the ENC. Finally, GIS was applied to demonstrate the trend of development that has taken place in this corridor. One of the major findings of this study was the need for an efficient transport system. Furthermore, some respondents argued that the Edendale section of this corridor will need further highway access to foster industrial development that can create a large number of jobs. The land ownership challenges confronting the Greater Edendale area were also seen as a barrier to the development of this corridor, especially with regard to economic investment. / Thesis (M.Sc.U.R.P.)-University of KwaZulu-Natal, Durban, 2013.

The study focuses on the service quality of Damelin College in Pietermaritzburg. Damelin College strives to ensure that students extract every promising benefit their courses. Damelin College aims at being a provider of quality, learner -focused education. The various opinions and attitudes of students regarding the service quality at Damelin College is investigated using questionnaires. This study covers the service quality aspects of private tertiary institutions. Data for the study was collected at Damelin College using a random sample of two hundred participants. The service quality of Damelin is discussed in detail as well as the theory of quality dimensions. The significance of service quality for tertiary institutions is a major aspect and all students need to receive the most appropriate form of respect and understanding. The high commercialized fees that students pay needs to be equate to the standard of the education that they receive. In relation to the problem statement, the research objectives are as follows: 1. To measure the impact of the service quality in private tertiary institutions. 2. To undertake an empirical analysis of the linkage between private tertiary institutions. 3. To investigate what aspects contribute to the choice of a private institution in which to study. 4. To determine how service quality influences where to study. Private institutions, who want to gain a competitive edge, may need to begin searching for effective ways to attract, retain and foster strong relationships with students. The service quality dimensions are tangibility, responsiveness, reliability, assurance, empathy, overall service quality and student satisfaction. / Thesis (M.Com.)-University of KwaZulu-Natal, Pietermaritzburg, 2012.