Striving towards service excellence, a public entity can embark on various
service and product delivery strategies as well as functional management
strategies or management tools. The primary objective of this study is to
indicate to what extent a public entity such as Gerotek can meet the different
approaches to economically viable service delivery to the government and
commercial environments respectively, where different rules, regulations,
means and ways of contracting apply.
In order to realise this objective, the characteristics of public entities and those
of private entities competing in the same market were explored and
comparisons made between the different entities to indicate the level of
success each one is able to achieve. Public-Private Partnerships, Project-
Partnering and Management, as well as Black Economic Empowerment
involvement, as different forms of partnership agreements or other forms of
business models, were investigated to distinguish best practice in service and
product delivery strategies. The effectiveness of various management tools
was discussed, such as the South African Excellence Model, Total Quality
Management, and the Balanced Scorecard, which can be applied to assist
management in improving service delivery.
Interviews were conducted according to an interviewer-administered
questionnaire to obtain information pertaining to the literature study of the
above, in order to determine the effectiveness of service delivery within a
public entity competing in government and commercial environments. The
respondents agreed that a public entity could meet best practice to deliver
economically viable services and products to both environments, with the
reservation that continuous improvements should be made. / Thesis (M. Development and Management)--North-West University, Potchefstroom Campus, 2005.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:nwu/oai:dspace.nwu.ac.za:10394/712 |
| Date | January 2005 |
| Creators | De Coning, Gerhard |
| Publisher | North-West University |
| Source Sets | South African National ETD Portal |
| Detected Language | English |
| Type | Thesis |
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