The competition between product and service procedure is more and more alike. Because it is difficult to distinguish the differences between hospitals on both tangible product and service procedure, the most important is service of employee. The service of employee is a competitive advantage and is hard to copy. Azzohlini (1993) mentioned the function quality and response of internal employee were important resources that revealed the discrepancy between each enterprise and the competitive advantage of it. Heskett, et al. (1994) mentioned that the model was related to the concept of service-profit chain. They thought the internal service quality to employees would strengthen the satisfaction, royalty and productivity of employees, then creating high service value. High service value brought out high external customer satisfaction and royalty. That is why the internal service quality is so important to organizational profit and revenue growth. And most of the researchers agree that only satisfied employees can create satisfied customers. In Taiwan, the government has advanced the system of medical insurance, so the need of medical treatment is expanding. The service of hospital includes facility and employee. When the patient enter the hospital for their disease, many employees have to take care of them. The employees are doctors, pharmacists, nurses, administrative staff, and so on. The greater part of employees is nurses. They are the front line to contact with and care for patient. The service of nurse is very important and is hard to copy. Researchers have found many factors of external service quality and developed measuring methods for service quality from the perspective of customers ( Parasuraman, Zeithaml & Berry, 1985; George & Gronroos, 1989¡F Heskett, 1990). In the meantime, the measurement of internal service quality was hardly mentioned. Yes, some researcher paid attention to this topic. They discussed the significance of internal service quality from other researches or their own observation. But we need more information about it. So this research tries to find the factors of internal service quality and explores the relationship between the internal service quality, the job satisfaction, the service ability and external service quality. After interviewing nurses, we integrated the data of the interviews and the exploration of other research papers to develop the questionnaire. The questionnaire had been filled out by the nurses who work in large-scale hospital. We induce the following results: (1) The factors of internal service quality are as follows: the style of management, the contact with other department, the training, the support of nursing department, the reward, the correct and definite responsibility, the resources, the content of job and the target of hospital. (2) The service ability include the professional knowledge, techniques and attitude. (3) The factors of external service quality about employee include the content of service and the efficiency of service. (4) Because of different personal characteristic, nurses have different recognition to factors of internal service quality except the training and the support of nursing department. (5) The different personal characteristic may brings out different recognition of service ability, job satisfaction. (6) The different personal characteristic may brings out different recognition of factors of external service quality about employee. (7) The correlation between factors of internal service quality, service ability and job satisfaction is positive except the training and the content of job. (8) The regression models that include internal service quality-service ability model, internal service quality-job satisfaction model, internal service quality-content of service model and internal service quality- efficiency of service model are significant. (9) For full model, the structure of model is fit except the direct relationship between internal service quality and external service quality about employee. We think the relationship is transmitted by job satisfaction and service ability.

Thesis (M.Admin.((Public Administration))--University of Pretoria, 2007. / Abstract in English. Includes bibliographical references.

Abstract The aim of this study was to compare the development of the psychiatric health care services, the views about what things can be regarded as good results in psychiatric health care and the factors affecting on them in Finland and in Greece. The study can be used as a point of reference when developing and comparing mental health indicators in and between the European countries. The psychiatric health care services in both the countries appeared to have gone through similar phases of development: isolation, psychopharmacal treatment, work and other activities, psychotherapies and finally, patient-oriented combination of all the methods. The number of psychiatric in-patient beds has decreased in mental hospitals and increased in general hospitals, and the number of rehabilitation and service homes has also increased. The data sets were collected by interviews and from written documents and statistical data sets concerning Finland and Greece (OECD health care data set 2000, European Commission 1997, 1999a, 1999b, 2000, 2001, World Health Organization 1996a, 1996b, 2001a, 2001b). In Finland 44 workers and decision-makers were interviewed within the area of one hospital district, and in Greece, 35 workers were interviewed in two psychiatric hospitals. The qualitative data sets were analyzed with methods of content analysis. The international and national quantitative data were analyzed for similarities and differences. The frame for the comparison was outlined based on the literature and the results of the interviews. In both countries, good results in psychiatric health care included well-being, functional abilities, service capacity and economy. Well-being in both the countries meant alleviation of the symptoms of the illness and satisfaction of the basic physical, psychic and social needs. In Finland patients' positive feelings were emphasized, while in Greece, the value of of equal rights for sick and healthy people was underlined. Functional abilities included the ability to take care of one's everyday life. In Greece the long-term mental patients needed to relearn the skills of daily living, while the Finnish system emphasized patients' ability to use the skills they had but did not use because of their illness. Adequate service capacity in Greece meant the accessibility of the services close to each person's place of residence, while in Finland possibilities to get information and guidance about matters concerning oneself and one's relatives were considered especially important. Economy meant the relationship between the costs and the results. In Greece patients needed sufficient pensions to be able to live outside the hospital. In Finland the challenge was to produce sufficiently high-quality services with the available resources. The factors affecting good results were related to the patient/client and his/her relatives, the health care staff, the methods of treatment, the organization of the system of care and the society in question. The importance of the patient's family, the professional skills of the staff, and the availability of both outpatient and inpatient treatment and medication were emphasized. / Tiivistelmä Tutkimuksessa vertaillaan psykiatrisen terveydenhoidon kehitystä sekä käsityksiä hoidon tuloksellisuudesta ja siihen vaikuttavista tekijöistä Suomessa ja Kreikassa. Tutkimusta voidaan käyttää yhtenä esimerkkinä kehitettäessä psykiatrisen hoidon indikaattoreita ja maiden välisiä vertailuja Euroopassa. Tulosten perusteella psykiatrisessa terveydenhoidossa on havaittavissa molemmissa maissa tietyt kehitysvaiheet: eristäminen, lääkitys, työ ja toiminta, psykoterapiat, ja viimeisimpänä edellä mainittujen potilaslähtöinen yhdistäminen. Sairaalapaikkojen määrä psykiatrisissa sairaaloissa on vähentynyt ja yleissairaaloissa lisääntynyt molemmissa maissa ja kuntoutus- ja hoitokotien määrä on lisääntynyt. Aineisto koottiin haastatteluilla, kirjoitetuista asiakirjoista sekä tilastotiedoista psykiatrisesta terveydenhoidosta Suomessa ja Kreikassa (OECD health care data set 2000, European Commission 1997, 1999a, 1999b, 2000, 2001, World Health Organization 1996a, 1996b, 2001a, 2001b). Suomessa haastateltiin 44 työntekijää ja päättäjää yhden sairaanhoitopiirin alueella, Kreikassa 35 kahdessa sairaalassa. Laadullinen aineisto analysoitiin sisällönanalyysimenetelmällä. Kvantitatiivisesta, kansallisista ja kansainvälisistä lähteistä kootusta aineistosta etsittiin samankaltaisuuksia ja eroavuuksia. Vertailun viitekehys muodostettiin kirjallisuuden ja haastattelujen tulosten perusteella. Psykiatrisen terveydenhoidon tuloksellisuus on molempien maiden tiedonantajien mukaan hyvää oloa, toimintakykyä, palvelukykyä ja taloudellisuutta. Hyvä olo tarkoittaa sairauden oireiden lieventymistä ja psyykkisten, fyysisten ja sosiaalisten perustarpeiden tyydyttymistä. Suomessa korostettiin potilaan myönteisiä tunteita, kreikassa ihmisarvoa samanlaisin oikeuksin kuin muillakin ihmisillä. Toimintakyky sisältää kyvyn huolehtia jokapäiväisen elämän vaatimista tehtävistä. Kreikassa pitkään sairastaneilla oli tarve opetella uudelleen alusta jokapäiväisen elämisen taitoja, Suomessa korostettiin sairauden vuoksi käyttämättömänä olevan osaamisen elvyttämistä. Palvelukyky tarkoitti Kreikassa palvelujen saatavuutta läheltä asuinpaikkaa, Suomessa tiedon ja ohjauksen saamista itseä ja läheisiä koskevissa asioissa. Taloudellisuus tarkoittaa kustannusten ja tulosten välistä suhdetta. Kreikassa potilaiden tulee saada parempia eläkkeitä kyetäkseen asumaan sairaalan ulkopuolella, Suomessa haasteeksi koettiin hyvän hoidon mahdollistaminen olevilla voimavaroilla. Tuloksellisuuteen vaikuttavat tekijät liittyivät potilaaseen/asiakkaaseen ja hänen läheisiinsä, hoitavaan henkilökuntaan ja hoitomenetelmiin, hoidon organisointiin sekä yhteiskuntaan, jossa eletään. Molemmissa maissa korostettiin potilaan läheisten merkitystä, henkilökunnan ammattitaitoa, hoitopaikkoina sekä avo- että sairaanhoitoa ja lääkehoitoa.

Thesis (MSocialWork)--Stellenbosch University, 2004. / ENGLISH ABSTRACT: The aim of this study is to develop a theoretical and practical framework which can be utilised as a guideline for performance appraisal of occupational social workers employed by local authorities within the Cape Metropole. The study was preceded by a comprehensive literature study whereby the term performance appraisal was explained, the necessity and purpose of performance evaluation, were identified. Furthermore, the characteristics of performance appraisal in social work have been described. These characteristics serve as a basis for this study. An empirical study was then undertaken, which entailed an exploratory study to achieve the aim of this study. The social workers, who are employed by the local authorities within the Cape Metropole, were included in the study. The study was conducted by means of a group administrative questionnaire. Occupational social work is regarded as a relatively new area of specialisation in social work and very little has been written about it. Therefore a brief overview of occupational social work is provided, with specific reference to the U.S.A., Europe and South Africa. Furthermore emphasis is placed on the structural and functional characteristics of an organisation that influences occupational social work. The nature and scope of the social worker's service rendering, as well as the knowledge and skills that is required to render effective services, is discussed. The evaluation of work performance of social workers, the frequency thereof and the persons involved therein, were investigated to determine the nature and scope of the performance appraisal systems that are implemented. Performance appraisal requires the participation of both the supervisor and the social worker. The nature of communication during performance evaluation was identified and the manner in which communication should take place were also obtained. Social workers' opinions in terms of the manner in which they should be allowed to participate during supervision and performance appraisal were also obtained. Social workers' opinions of the valuable aspects of performance appraisal were explored to determine the value of performance evaluation for them. Hence it could be deduced that they experience performance appraisal as valuable and that they have insight into the fact that performance appraisal could contribute to their professional development. The social workers' opinions in terms of the type of principles that should be implemented during performance appraisal were also explored and the outcome of the study showed that the same principles as identified in the literature, are also viewed as important to them. The respondents' opinions in terms of the importance of guidelines for performance evaluation and that it should be conducted in terms of a specific process has been explored, and the results of the study showed that the respondents were positive about the use of guidelines for performance appraisal, which should amongst others include the utilisation of an educational model, evaluation and program. In conclusion, the responses from the occupational social workers of local authorities in the Cape Metropole are discussed and compared with relevant literature. This serves as basis for the recommendations that are made and can be utilised to establish guidelines for performance appraisal for social workers at local authorities within the Cape Metropole. The most important recommendation is that management of local government should utilise the results of this study to establish guidelines for performance appraisal for their occupational social workers. / AFRIKAANSE OPSOMMING: Die doel van hierdie studie is om 'n teoretiese en praktiese raamwerk daar te stel wat as riglyn benut kan word vir prestasiebeoordeling van bedryfs-maatskaplike werkers by plaaslike owerhede binne die Kaapse Metropool. 'n Omvattende literatuurstudie is ten aanvang van die studie gedoen en hiertydens is die noodsaaklikheid en doel van prestasiebeoordeling in maatskaplike werk geïdentifiseer. Verder is die eienskappe wat prestasiebeoordeling in maatskaplike werk kenmerk, beskryf. Hierdie kenmerke dien as onderbou vir die studie. Na die literatuurstudie is 'n empiriese studie onderneem wat behels het dat 'n verkennende studie gedoen is. Die bedryfs-maatskaplike werkers in diens van die plaaslike owerhede binne die Kaapse Metropool is by die ondersoek betrek. Groepgeadministreerde vraelyste is as ondersoekmetode gebruik. Bedryfs-maatskaplike werk word beskou as 'n relatief jong spesialiteitsveld van maatskaplike werk en daar is nog min daaroor geskryf. Daarom word 'n beknopte historiese oorsig van bedryfs-maatskaplike werk gegee met spesifieke verwysing na die VSA, Europa en Suid-Afrika. Verder is daar klem gelê op die strukturele en funksionele eienskappe van organisasies wat bedryfs-maatskaplike werk beïnvloed. Die aard van die dienslewering van die bedryfs-maatskaplike werkers, sowel as die kennis en vaardighede waaroor hulle behoort te beskik, word ook bespreek. Die evaluering van die maatskaplike werkers se werkverrigting, die frekwensie daarvan en die persone daarby betrokke is ondersoek om die aard en omvang van die implementering van 'n stelsel van prestasiebeoordeling te bepaal. Prestasiebeoordeling vereis dat die supervisor en die maatskaplike werker aan prestasiebeoordeling moet deelneem. Die bedryfs-maatskaplike werkers se menings ten opsigte van die redes waarom werkverrigting nie geëvalueer word nie, is ook vasgestel. Die aard van kommunikasie wat tydens die implementering van prestasiebeoordeling gebruik word, is derhalwe geïdentifiseer, en die wyse waarop kommunikasie behoort uitgevoer te word is ondersoek. Die wyse waarop die maatskaplike werkers geleentheid tot deelname aan supervisie en prestasiebeoordeling behoort te verkry, is ook bepaal. Die waarde wat prestasiebeoordeling vir die maatskaplike werker inhou, is ondersoek deur die bedryfs-maatskaplike werkers se menings oor die aspekte wat tydens prestasiebeoordeling vir hulle waarde inhou, vas te stel. Hieruit kan afgelei word dat die bedryfs-maatskaplike werkers prestasiebeoordeling as waardevol beskou en insig openbaar in die feit dat prestasiebeoordeling tot verbeterde werkverrigting en tot hulle professionele ontwikkeling kan bydra. Die respondente se opinie oor die soort beginsels in prestasiebeoordeling is ondersoek en die resultate van die studie was dat dieselfde beginsels as wat in die literatuur geïdentifiseer word, ook deur hulle as belangrik beskou is. Die bedryfs-maatskaplike werkers se menings ten opsigte van die noodsaaklikheid van riglyne vir prestasiebeoordeling en dat dit volgens 'n proses behoort te geskied, is ook vasgestel. Daar is bevind dat die maatskaplike werkers positief ingestel is ten opsigte van die gebruik van 'n stelsel wat die benutting van 'n onderrigmodel, -evaluering en -program insluit en wat sal geskied volgens bepaalde riglyne vir prestasiebeoordeling. Ten slotte word die response van die bedryfs-maatskaplike werkers van die plaaslike owerhede binne die Kaapse Metropool bespreek en vergelyk met relevante literatuur. Dit dien as basis vir die aanbevelings wat gemaak word. Hierdie aanbevelings kan benut word om riglyne daar te stel vir prestasiebeoordeling van bedryfs-maatskaplike werkers by plaaslike owerhede binne die Kaapse Metropool. Die vernaamste aanbeveling is dat die Plaaslike Owerheid die resultate van die studie moet benut om riglyne vir prestasiebeoordeling van bedryfs-maatskaplike werkers saam te stel.

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))

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)

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))

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)

Evaluation determines the impact of social services as well as job performance and assures communities that social workers render effective services. Post audits are done as part of performance management at the Christian Social Councils in the Highveld Synodal Region. The purpose of this research is to look at the experiences of social workers that had a post audit to determine whether adjustments to improve the audit system are needed. A qualitative approach with an exploratory, descriptive and contextual research design was followed. Participants were identified according to the purposive sampling method. Data was collected during semi-structured interviews. The data was analysed and verified according to the models of Tesch (in Creswell, 2003) and Guba (in Krefting, 1991), respectively, and processed in the research report. / Social Work / M. A. (Social Science)

Evaluation determines the impact of social services as well as job performance and assures communities that social workers render effective services. Post audits are done as part of performance management at the Christian Social Councils in the Highveld Synodal Region. The purpose of this research is to look at the experiences of social workers that had a post audit to determine whether adjustments to improve the audit system are needed. A qualitative approach with an exploratory, descriptive and contextual research design was followed. Participants were identified according to the purposive sampling method. Data was collected during semi-structured interviews. The data was analysed and verified according to the models of Tesch (in Creswell, 2003) and Guba (in Krefting, 1991), respectively, and processed in the research report. / Social Work / M. A. (Social Science)