An evaluation of policies for attaining excellence in service delivery in the Port Elizabeth municipality
- Binza, Mzikayise Shakespeare
- Authors: Binza, Mzikayise Shakespeare
- Date: 2000
- Subjects: Customer services -- Quality control , Customer services -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10777 , http://hdl.handle.net/10948/d1006186 , Customer services -- Quality control , Customer services -- Management
- Description: This dissertation is based on the assumption that the Port Elizabeth Municipality should deliver essential services effectively, efficiently and economically so as to attain excellence in service delivery. The essential services dealt with in this study are electricity; refuse collection; sewerage; and water services. Attaining excellence in service delivery will lead the Port Elizabeth Municipality to improve and sustain the quality of life of the local inhabitants. The primary objectives of this dissertation include, inter alia: An historical analysis of delivery systems of the former government prior to 1994, which provides the primary reasons and purposes of delivery systems, and the effects on the Port Elizabeth Municipality. Reformation and transformation of South African local government since 1994, with particular reference to the Port Elizabeth Municipality. A normative model for service delivery, which is designed to accelerate service delivery in the local spheres of government, with special reference to the Port Elizabeth Municipality as the locus of this study. The nature, extent and evaluation of the existing service delivery by the Port Elizabeth Municipality from 1994 to 1999. An empirical survey is conducted in the form of questionnaires to the directors, heads of departments, senior managers, as well as councillors. Approaches and strategies for attaining excellence in service delivery, which include, inter alia: a government-business paradigm and an equilibrium approach. Lastly, a number of recommendations are made and conclusions are drawn based on the findings of the empirical survey in order to deliver essential services equitably, efficiently, effectively and economically to attain excellence in service delivery in the Port Elizabeth Municipality.
- Full Text:
- Date Issued: 2000
- Authors: Binza, Mzikayise Shakespeare
- Date: 2000
- Subjects: Customer services -- Quality control , Customer services -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10777 , http://hdl.handle.net/10948/d1006186 , Customer services -- Quality control , Customer services -- Management
- Description: This dissertation is based on the assumption that the Port Elizabeth Municipality should deliver essential services effectively, efficiently and economically so as to attain excellence in service delivery. The essential services dealt with in this study are electricity; refuse collection; sewerage; and water services. Attaining excellence in service delivery will lead the Port Elizabeth Municipality to improve and sustain the quality of life of the local inhabitants. The primary objectives of this dissertation include, inter alia: An historical analysis of delivery systems of the former government prior to 1994, which provides the primary reasons and purposes of delivery systems, and the effects on the Port Elizabeth Municipality. Reformation and transformation of South African local government since 1994, with particular reference to the Port Elizabeth Municipality. A normative model for service delivery, which is designed to accelerate service delivery in the local spheres of government, with special reference to the Port Elizabeth Municipality as the locus of this study. The nature, extent and evaluation of the existing service delivery by the Port Elizabeth Municipality from 1994 to 1999. An empirical survey is conducted in the form of questionnaires to the directors, heads of departments, senior managers, as well as councillors. Approaches and strategies for attaining excellence in service delivery, which include, inter alia: a government-business paradigm and an equilibrium approach. Lastly, a number of recommendations are made and conclusions are drawn based on the findings of the empirical survey in order to deliver essential services equitably, efficiently, effectively and economically to attain excellence in service delivery in the Port Elizabeth Municipality.
- Full Text:
- Date Issued: 2000
Integrating customer requirements in the design of service processes in South African motor dealership
- Authors: Hodgkinson, Peter
- Date: 2000
- Subjects: Automobile industry and trade -- Customer services , Automobile industry and trade -- South Africa , Customer services -- Quality control
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10837 , http://hdl.handle.net/10948/30 , Automobile industry and trade -- Customer services , Automobile industry and trade -- South Africa , Customer services -- Quality control
- Description: The Motor Industry is set in a highly competitive and dynamic global arena constantly shaped by both external and internal forces. From an organisations point of view many of the external or macro forces are largely uncontrollable. Against this backdrop, players in the South African Motor Industry need to find new methods of differentiating themselves from competitors – One manner of performing this strategy is for Motor Dealerships to understand, meet or exceed customer requirements. In this research, the literature survey revealed the concepts of Total Quality Management (TQM) and fail-safing, the meaning of superior customer service and the importance of customer loyalty and retention. Customer service excellence levels of three Williams Hunt dealerships in the Port Elizabeth – Uitenhage metropole were measured by utilizing the SERVQUAL instrument for calibrating service quality. Customer expectations and perceptions were determined by means of the empirical study which yielded a service quality “gap.” From analysis of this gap and related findings, suggested improvements were suggested as a guideline for dealerships to utilise with the aim of improving customer service levels.
- Full Text:
- Date Issued: 2000
- Authors: Hodgkinson, Peter
- Date: 2000
- Subjects: Automobile industry and trade -- Customer services , Automobile industry and trade -- South Africa , Customer services -- Quality control
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10837 , http://hdl.handle.net/10948/30 , Automobile industry and trade -- Customer services , Automobile industry and trade -- South Africa , Customer services -- Quality control
- Description: The Motor Industry is set in a highly competitive and dynamic global arena constantly shaped by both external and internal forces. From an organisations point of view many of the external or macro forces are largely uncontrollable. Against this backdrop, players in the South African Motor Industry need to find new methods of differentiating themselves from competitors – One manner of performing this strategy is for Motor Dealerships to understand, meet or exceed customer requirements. In this research, the literature survey revealed the concepts of Total Quality Management (TQM) and fail-safing, the meaning of superior customer service and the importance of customer loyalty and retention. Customer service excellence levels of three Williams Hunt dealerships in the Port Elizabeth – Uitenhage metropole were measured by utilizing the SERVQUAL instrument for calibrating service quality. Customer expectations and perceptions were determined by means of the empirical study which yielded a service quality “gap.” From analysis of this gap and related findings, suggested improvements were suggested as a guideline for dealerships to utilise with the aim of improving customer service levels.
- Full Text:
- Date Issued: 2000
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