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An individual performance management system as a way of improving customer satisfaction at the City of Cape Town (Unicity) Municipality

Thesis (MPA)--Stellenbosch University, 2002. / ENGLISH ABSTRACT: The focus of this research assignment is the evaluation of an individual Performance
Management system at local government level in the Cape Metropolitan Area. The
researcher has observed a possible decline in customer satisfaction towards the Cape
Metropolitan Council Administration and at other Administrations within the City of
Cape Town, and the press also highlighted complaints regarding the absence of an
entrenched customer care ethic among municipal officials. The researcher was
concerned with the way customers are being handled by municipal officials, and
sought to find a solution to the problem.
The researcher conducted research on what the ideal situation should be, and how
to reach the ideal situation, which included South African local government legislation
and discussion documents. The researcher also conducted an opinion survey (by
means of a questionnaire) within the CMC Administration, in order to obtain the
opinions of employees of the City of Cape Town's CMC Administration with regard to
perceptions of customer satisfaction, and the possible effect on customer satisfaction
should a Performance Management system be implemented within the City of Cape
Town.
It was found that, should a Performance Management system be introduced within
the City of Cape Town, it will contribute to efficiency in service delivery, and staff will
be held accountable for their work performance. It was also found that at local
government institutions (locally and internationally) where effective organisational
and individual Performance Management systems had been implemented, customer
satisfaction at these institutions has improved. It is therefore suggested by this
research that the City of Cape Town should implement an individual Performance
Management system and that customer satisfaction should improve over time. / AFRIKAANSE OPSOMMING: Die fokus van die navorsings opdrag is die evaluering van 'n individuele
werkverrigting- bestuurstelsel op die vlak van plaaslike regering in die Kaapse
Metropolitaanse Gebied. Die navorser het 'n moontlike afname in kliënte bevrediging
teenoor die Kaapse Metropolitaanse Raad (KMR) en ander Rade binne die Kaapse
Metropolitaanse Gebied opgelet, en die pers het ook klagte belig betrekkend die
afwesigheid van 'n verskansekliënte-sorg etiek onder munisipale amptenare. Die
navorser was bekommered met die manier waarop kliënte behandel is deur
munisipale amptenare, en het probeer om 'n oplossing te vind vir die probleem.
Die navorser het ondersoek ingestel, wat ingesluit het Suid_Afrikaanse plaaslike
regerings-wette en besprekings-dokumente, om uit te vind wat die ideale situasie is,
en hoe om hierdie situasie te bereik. Die navorser het ook 'n opinie opneming
ingestel (dmv. 'n vraelys) binne die KMR Administrasie, om sodoende die opinies van
die werkers van Stad Kaapstad se KMR Administrasie betreffend die waarnemings
van kliënt bevrediging, en die moontlike effek op kliënt bevrediging as 'n
werkverrigting bestuurstelsel in werking gebring word binne die Stad Kaapstad.
Daar is gevind, dat as 'n werkverrigting bestuurstelsel voorgestel word binne die Stad
Kaapstad, daar 'n verbetering sal wees in doeltreffendheid van diens gelewer, en
personeel sal verantwoordelik wees vir hul werkverrigtinge. Daar is ook gevind by
plaaslike regering-instansies (plaaslik en internasionaal) waar daar effektiewe
werkverrigting bestuurstelsels in werking gestel is, daar 'n verbetering in kliënte
bevrediging was. Dus word daar gesuggereer, deur dié navorser dat die Stad
Kaapstad 'n individuele-werkverrigting bestuurstelsel moet implementeer en dat
kliënt bevrediging mettertyd sal verbeter.

Identiferoai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:sun/oai:scholar.sun.ac.za:10019.1/52674
Date03 1900
CreatorsBrown, Mogamat Faizel
ContributorsVan Wyk, B., Stellenbosch University. Faculty of Economic & Management Sciences. School of Public Leadership.
PublisherStellenbosch : Stellenbosch University
Source SetsSouth African National ETD Portal
Languageen_ZA
Detected LanguageEnglish
TypeThesis
Format108 p. : ill.
RightsStellenbosch University

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