The challenges facing small, medium and microsize enterprise in public procurement: a case of Sundays River Valley Municipality
- Authors: Mkele, Makhaya Nelson
- Date: 2019
- Subjects: Government purchasing -- South Africa -- Eastern Cape , Government purchasing -- Case studies Small business -- South Africa -- Eastern Cape Small business -- Research -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: http://hdl.handle.net/10948/40017 , vital:35675
- Description: The purpose of this study is to investigate challenges facing Small, Medium and Micro Enterprises (SMMEs) in order to improve the participation of SMMEs in public procurement processes within category B municipalities. A Total Quality Management approach was used to interpret the manner in which to install change within a selection of supplier procedures. The study employed desktop analysis to explain and describe the challenges SMMEs are facing in public procurement in the Sundays River Valley Municipality. Based on the discussions of the participation of SMMEs in public procurement, the challenges which exist within a centralised approach of public procurement were discovered. The findings of the study revealed that SMMEs are challenged by the lack of entrepreneurial coaching by local government, low demand for the commodities, lack of experience, skills and knowledge, limited access to debt finance, poor marketing skills, poor managerial and lack of planning skills, gaps in implementation of preference point system, poor management of core strategies of the preferential system, gaps in implementation of preference point system, poor management of the tender system, improper integration of central supplier database, globalisation and the impact of e-procurement on local government level. Subsequently, the study made recommendations in this regard.
- Full Text:
- Date Issued: 2019
- Authors: Mkele, Makhaya Nelson
- Date: 2019
- Subjects: Government purchasing -- South Africa -- Eastern Cape , Government purchasing -- Case studies Small business -- South Africa -- Eastern Cape Small business -- Research -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: http://hdl.handle.net/10948/40017 , vital:35675
- Description: The purpose of this study is to investigate challenges facing Small, Medium and Micro Enterprises (SMMEs) in order to improve the participation of SMMEs in public procurement processes within category B municipalities. A Total Quality Management approach was used to interpret the manner in which to install change within a selection of supplier procedures. The study employed desktop analysis to explain and describe the challenges SMMEs are facing in public procurement in the Sundays River Valley Municipality. Based on the discussions of the participation of SMMEs in public procurement, the challenges which exist within a centralised approach of public procurement were discovered. The findings of the study revealed that SMMEs are challenged by the lack of entrepreneurial coaching by local government, low demand for the commodities, lack of experience, skills and knowledge, limited access to debt finance, poor marketing skills, poor managerial and lack of planning skills, gaps in implementation of preference point system, poor management of core strategies of the preferential system, gaps in implementation of preference point system, poor management of the tender system, improper integration of central supplier database, globalisation and the impact of e-procurement on local government level. Subsequently, the study made recommendations in this regard.
- Full Text:
- Date Issued: 2019
The relationship between psychological capital and burnout in secondary school teachers
- Authors: Lokotsch, Leila Valerie
- Date: 2018
- Subjects: Psychology, Industrial , Personnel management High school teachers -- Psychological aspects
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/30940 , vital:31227
- Description: Psychological capital (Psycap) emerged from positive psychology and the recently developed positive organisational behaviour (POB) which focuses on the positive. The core construct of Psycap is made up of hope, self-efficacy, optimism and resilience. Job burnout is a persistent reaction to on-going emotional and interpersonal difficulties. Burnout is considered to be more of a dominant problem among teachers compared to other professions. Considerable research on Psycap has shown that Psycap is negatively linked to stress and burnout. To provide an overview, a quantitative approach was adopted by means of survey research and the type of study conducted was a correlational study. The purpose of this research was to first investigate the relationship between Psycap and burnout in secondary school teachers. The secondary objective was to provide recommendations related to Psycap and burnout based on the findings. In summary, the results of the study found that there are mostly negative relationships between PsyCap and burnout and their dimensions. The instruments ustilised were the Psychological Capital Questionnaire (PCQ-24) and the Oldenburg Burnout Inventory (OLBI). These are self-report questionnaires and were completed by way of paper-and-pencil tests. Cronbach’s alpha was used to determine the reliability on the measures used in the study, descriptive statistics was utilised to describe the sample, ANOVA and t-tests was used in order to determine if there were some noteworthy variances in the means of various demographic groupings for PsyCap and burnout. In order to determine the relationship between PsyCap and burnout, Pearson Product Moment Correlation was used. The study provides recommendations for schools and teachers, as well as, recommendations for future research.
- Full Text:
- Date Issued: 2018
- Authors: Lokotsch, Leila Valerie
- Date: 2018
- Subjects: Psychology, Industrial , Personnel management High school teachers -- Psychological aspects
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/30940 , vital:31227
- Description: Psychological capital (Psycap) emerged from positive psychology and the recently developed positive organisational behaviour (POB) which focuses on the positive. The core construct of Psycap is made up of hope, self-efficacy, optimism and resilience. Job burnout is a persistent reaction to on-going emotional and interpersonal difficulties. Burnout is considered to be more of a dominant problem among teachers compared to other professions. Considerable research on Psycap has shown that Psycap is negatively linked to stress and burnout. To provide an overview, a quantitative approach was adopted by means of survey research and the type of study conducted was a correlational study. The purpose of this research was to first investigate the relationship between Psycap and burnout in secondary school teachers. The secondary objective was to provide recommendations related to Psycap and burnout based on the findings. In summary, the results of the study found that there are mostly negative relationships between PsyCap and burnout and their dimensions. The instruments ustilised were the Psychological Capital Questionnaire (PCQ-24) and the Oldenburg Burnout Inventory (OLBI). These are self-report questionnaires and were completed by way of paper-and-pencil tests. Cronbach’s alpha was used to determine the reliability on the measures used in the study, descriptive statistics was utilised to describe the sample, ANOVA and t-tests was used in order to determine if there were some noteworthy variances in the means of various demographic groupings for PsyCap and burnout. In order to determine the relationship between PsyCap and burnout, Pearson Product Moment Correlation was used. The study provides recommendations for schools and teachers, as well as, recommendations for future research.
- Full Text:
- Date Issued: 2018
Evaluating the effectiveness and efficiency of performance management and development system, Amathole District Municipality
- Authors: Dlelaphantsi, Vuyokazi
- Date: 2017
- Subjects: Performance -- Management Employees -- Rating of -- South Africa -- Amathole District Municipality , Organizational effectiveness -- South Africa -- Amathole District Municipality
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: http://hdl.handle.net/10948/15522 , vital:28266
- Description: The aim of this study was to evaluate the efficiency and effectiveness of the Performance Management System, since its inception and to date, with regards to the advancement of organisational goals and objectives through employee development, as well as resource allocation for service delivery to the residents of the Amathole District Municipality (ADM). The concept of performance management is key for achieving organisational goals and objectives, since it seeks to develop employees by identifying areas of strengths and weakness. The study is based on the assumption that although municipalities are different, and their approach to performance management particularly individual performance differs. This study therefore is based on the assumption that, levels of poor service delivery, and the consequent service delivery protests experienced in the ADM, can be ascribed to a poor linkage between annual performance planning and the assessment of municipal officials. Annual organisational performance, and individual performance planning and output, is not commensurate. Furthermore, a lack of correlation between these variables has led to the poor implementation of basic services and good governance, which has resulted in low levels of citizen satisfaction with the ADM. The empirical survey and research methodology used in the study is described and explained and followed by the data collection in a form of questionnaires. The research findings from the empirical survey are then analysed and reported accordingly. Recommendations are presented in the last chapter based on the empirical survey findings through the respondent’s inputs in the questionnaire. Recommendations are therefore also presented on how Amathole District Municipality can improve its business to achieve the objectives performance management. The key recommendation that came from the study is that ADM planning should be executed in collaboration with other government departments, government agencies, municipalities, private sector and NGOs, in order to maximize chances of achieving effective and efficient service delivery in communities.
- Full Text:
- Date Issued: 2017
- Authors: Dlelaphantsi, Vuyokazi
- Date: 2017
- Subjects: Performance -- Management Employees -- Rating of -- South Africa -- Amathole District Municipality , Organizational effectiveness -- South Africa -- Amathole District Municipality
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: http://hdl.handle.net/10948/15522 , vital:28266
- Description: The aim of this study was to evaluate the efficiency and effectiveness of the Performance Management System, since its inception and to date, with regards to the advancement of organisational goals and objectives through employee development, as well as resource allocation for service delivery to the residents of the Amathole District Municipality (ADM). The concept of performance management is key for achieving organisational goals and objectives, since it seeks to develop employees by identifying areas of strengths and weakness. The study is based on the assumption that although municipalities are different, and their approach to performance management particularly individual performance differs. This study therefore is based on the assumption that, levels of poor service delivery, and the consequent service delivery protests experienced in the ADM, can be ascribed to a poor linkage between annual performance planning and the assessment of municipal officials. Annual organisational performance, and individual performance planning and output, is not commensurate. Furthermore, a lack of correlation between these variables has led to the poor implementation of basic services and good governance, which has resulted in low levels of citizen satisfaction with the ADM. The empirical survey and research methodology used in the study is described and explained and followed by the data collection in a form of questionnaires. The research findings from the empirical survey are then analysed and reported accordingly. Recommendations are presented in the last chapter based on the empirical survey findings through the respondent’s inputs in the questionnaire. Recommendations are therefore also presented on how Amathole District Municipality can improve its business to achieve the objectives performance management. The key recommendation that came from the study is that ADM planning should be executed in collaboration with other government departments, government agencies, municipalities, private sector and NGOs, in order to maximize chances of achieving effective and efficient service delivery in communities.
- Full Text:
- Date Issued: 2017
The effectiveness of research management at a selected higher education institution
- Authors: Koeberg, Algene Maria
- Date: 2016
- Subjects: Research -- Management Education, Higher -- Research , Research institutes
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/47959 , vital:40456
- Description: Due to the importance of research in creating sustainability of knowledge, active research management has become a highly strategic function within progressive universities. The practice of research management and administration (RMA) in higher education and elsewhere has developed considerably over the last ten to fifteen years to become an activity that encompasses significant elements of institutional strategy, policy, governance, profile, finance, people management, postgraduate research, assessment, systems, and so on.The objective of the study was to improve research administration at the selected Higher Education Institution by investigating the role of strategic planning or an institutional research plan in the university‟s research portfolio and how effective and efficient it is in terms of research administration and service delivery to staff and students. A detailed literature review was conducted on the research trends in South Africa and globally, as well as on research management in higher education. A qualitative approach was used as the most appropriate research methodology for this study.In a selected South African university, the study investigated whether an Institutional Research Plan exists within its Research Office and whether the latter is effective and efficient with regards to research administration. A questionnaire was developed to survey the directors of the NMMU Research Office. Another questionnaire was developed to survey the postgraduate students‟ and staff members‟ perceptions about the quality of services that they received from the Research Office. The results were analysed and, based on the findings, recommendations were made for further research.The empirical results show that the selected higher education institution has an Institutional Research Plan located in the institution‟s Strategic Plan. Students and staff members surveyed in the study are largely satisfied with the services they received. The study also revealed factors that negatively impact the research office in this university, namely funding constraints due to historical political views about the institution; inadequate support from other support services within institutions; and uncompetitive salaries to attract and retain strong research academics. The study provides insights into the research function of the selected university and makes recommendations on how this function could be improved in other similar institutions. In this way, the study attempts to contribute to the body of knowledge on research management at higher education institutions.
- Full Text:
- Date Issued: 2016
- Authors: Koeberg, Algene Maria
- Date: 2016
- Subjects: Research -- Management Education, Higher -- Research , Research institutes
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/47959 , vital:40456
- Description: Due to the importance of research in creating sustainability of knowledge, active research management has become a highly strategic function within progressive universities. The practice of research management and administration (RMA) in higher education and elsewhere has developed considerably over the last ten to fifteen years to become an activity that encompasses significant elements of institutional strategy, policy, governance, profile, finance, people management, postgraduate research, assessment, systems, and so on.The objective of the study was to improve research administration at the selected Higher Education Institution by investigating the role of strategic planning or an institutional research plan in the university‟s research portfolio and how effective and efficient it is in terms of research administration and service delivery to staff and students. A detailed literature review was conducted on the research trends in South Africa and globally, as well as on research management in higher education. A qualitative approach was used as the most appropriate research methodology for this study.In a selected South African university, the study investigated whether an Institutional Research Plan exists within its Research Office and whether the latter is effective and efficient with regards to research administration. A questionnaire was developed to survey the directors of the NMMU Research Office. Another questionnaire was developed to survey the postgraduate students‟ and staff members‟ perceptions about the quality of services that they received from the Research Office. The results were analysed and, based on the findings, recommendations were made for further research.The empirical results show that the selected higher education institution has an Institutional Research Plan located in the institution‟s Strategic Plan. Students and staff members surveyed in the study are largely satisfied with the services they received. The study also revealed factors that negatively impact the research office in this university, namely funding constraints due to historical political views about the institution; inadequate support from other support services within institutions; and uncompetitive salaries to attract and retain strong research academics. The study provides insights into the research function of the selected university and makes recommendations on how this function could be improved in other similar institutions. In this way, the study attempts to contribute to the body of knowledge on research management at higher education institutions.
- Full Text:
- Date Issued: 2016
Empowerment of school governing bodies in selected schools, King William's Town education district
- Authors: Ronoti, Zamikhaya Sydwell
- Date: 2015
- Subjects: School boards -- South Africa -- Eastern Cape , School board members -- Training of -- South Africa -- Eastern Cape , School management and organization -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: http://hdl.handle.net/10948/6585 , vital:21120
- Description: This study investigates the impact of school governing bodies (SGBs) empowerment on school governance in King William’s Town. The study focuses on SGBs challenges and plights, highlights the effects of their lack of empowerment and suggests the review of the election criteria used to elect SGBs who have the potential to be empowered. Furthermore, it explores the elements and methods of empowerment that can be utilised to empower SGBs and examines the difficulties SGBs experience in accounting for finances and formulating and implementing policies. The researcher makes recommendations on the empowerment of SGBs based on the findings of the study. It was necessary to review literature on empowerment and school governance to attain the research goals. Conflicts and the mismanagement of finances indicate a noticeable gap between South African Schools Act policy intention and policy practice. The majority of SGBs, particularly the parent component in rural and semi-urban areas, have low levels of education. As a result, it is difficult to empower members because they have little or no basic knowledge, skills and expertise with regard to school governance. The manner in which SGBs function and carry out their duties, roles and responsibilities indicates that SGBs received inadequate training. SGBs lack awareness of the regulations governing the appointment of educators, hence a number of disputes arise. The increasing number of disputes (both formal and informal) in respect of appointments and promotions results from misinterpretations of or variations in legislation governing appointments in schools as well as the competency or capacity of SGBs. To investigate this problem, interviews were used as the research instrument to gather data from eight participants from selected schools. The main finding is that the majority of the SGBs studied are incapable of being empowered due to low illiteracy levels of some members. Low levels of or no education, a lack of basic knowledge and skills and other factors, such as a lack of educational insight and the inaccessibility of information and resources due to the use of English as the medium in which SGBs are serviced, compound the problem. The quality of the empowerment workshops, which are 'one size fits all', have a marked effect on their efficiency.
- Full Text:
- Date Issued: 2015
- Authors: Ronoti, Zamikhaya Sydwell
- Date: 2015
- Subjects: School boards -- South Africa -- Eastern Cape , School board members -- Training of -- South Africa -- Eastern Cape , School management and organization -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: http://hdl.handle.net/10948/6585 , vital:21120
- Description: This study investigates the impact of school governing bodies (SGBs) empowerment on school governance in King William’s Town. The study focuses on SGBs challenges and plights, highlights the effects of their lack of empowerment and suggests the review of the election criteria used to elect SGBs who have the potential to be empowered. Furthermore, it explores the elements and methods of empowerment that can be utilised to empower SGBs and examines the difficulties SGBs experience in accounting for finances and formulating and implementing policies. The researcher makes recommendations on the empowerment of SGBs based on the findings of the study. It was necessary to review literature on empowerment and school governance to attain the research goals. Conflicts and the mismanagement of finances indicate a noticeable gap between South African Schools Act policy intention and policy practice. The majority of SGBs, particularly the parent component in rural and semi-urban areas, have low levels of education. As a result, it is difficult to empower members because they have little or no basic knowledge, skills and expertise with regard to school governance. The manner in which SGBs function and carry out their duties, roles and responsibilities indicates that SGBs received inadequate training. SGBs lack awareness of the regulations governing the appointment of educators, hence a number of disputes arise. The increasing number of disputes (both formal and informal) in respect of appointments and promotions results from misinterpretations of or variations in legislation governing appointments in schools as well as the competency or capacity of SGBs. To investigate this problem, interviews were used as the research instrument to gather data from eight participants from selected schools. The main finding is that the majority of the SGBs studied are incapable of being empowered due to low illiteracy levels of some members. Low levels of or no education, a lack of basic knowledge and skills and other factors, such as a lack of educational insight and the inaccessibility of information and resources due to the use of English as the medium in which SGBs are serviced, compound the problem. The quality of the empowerment workshops, which are 'one size fits all', have a marked effect on their efficiency.
- Full Text:
- Date Issued: 2015
Exlporing deviant consumer behaviour in grocery retailers in the Nelson Mandela Bay municipality
- Authors: Shauza, Babalwa Millennium
- Date: 2014
- Subjects: Consumer behavior -- South Africa , Consumers -- South Africa -- Port Elizabeth , Food -- Quality -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8747 , vital:26426
- Description: Grocery retailers are faced with many challenges. Among them are competition, employee theft and deviant consumer behaviour (DCB). Deviant consumer behaviour violates generally accepted norms of consumer behaviour in retail settings. There has been a lot of research conducted on DCB and different terms and phases have been used to describe the behaviour, ie “dysfunctional customer behaviour”, (Daunt and Harris, 2012), “aberrant consumer behaviour” (Fullerton and Punj, 1993) and “consumer misbehaviour” (Fullerton and Punj, 1997). However, the research conducted on how the behaviour affects retailers, particularly grocery retailers has been limited. The primary objective of this study was to examine how DCB affects grocery retailers in Nelson Mandela Bay Municipality. More specifically, the relationship between DCB (dependent variable) and independent variables - impact on profits (RPROF), impact on inventory (INV), impact on grocer security (SECU), impact on employees (EMPL), impact on customers (CUST) and measures to minimize or stop DCB (STOP) was established. Questionnaires were used as a measuring instrument. Out of the 100 questionnaires distributed, 70 were usable. The empirical results showed that there is a significant relationship between DCB and the independent variables. Recommendations on how best the stores can deal with DCB were made and measures to minimize or stop DCB were presented. Recommendations for future studies were also presented.
- Full Text:
- Date Issued: 2014
- Authors: Shauza, Babalwa Millennium
- Date: 2014
- Subjects: Consumer behavior -- South Africa , Consumers -- South Africa -- Port Elizabeth , Food -- Quality -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8747 , vital:26426
- Description: Grocery retailers are faced with many challenges. Among them are competition, employee theft and deviant consumer behaviour (DCB). Deviant consumer behaviour violates generally accepted norms of consumer behaviour in retail settings. There has been a lot of research conducted on DCB and different terms and phases have been used to describe the behaviour, ie “dysfunctional customer behaviour”, (Daunt and Harris, 2012), “aberrant consumer behaviour” (Fullerton and Punj, 1993) and “consumer misbehaviour” (Fullerton and Punj, 1997). However, the research conducted on how the behaviour affects retailers, particularly grocery retailers has been limited. The primary objective of this study was to examine how DCB affects grocery retailers in Nelson Mandela Bay Municipality. More specifically, the relationship between DCB (dependent variable) and independent variables - impact on profits (RPROF), impact on inventory (INV), impact on grocer security (SECU), impact on employees (EMPL), impact on customers (CUST) and measures to minimize or stop DCB (STOP) was established. Questionnaires were used as a measuring instrument. Out of the 100 questionnaires distributed, 70 were usable. The empirical results showed that there is a significant relationship between DCB and the independent variables. Recommendations on how best the stores can deal with DCB were made and measures to minimize or stop DCB were presented. Recommendations for future studies were also presented.
- Full Text:
- Date Issued: 2014
Implementation challenges of the performance management policy at the Joe Gqabi District Municipality public hospitals
- Authors: Mbethe, Zakanzima
- Date: 2012
- Subjects: Performance -- Management , Employees -- Rating of , Municipal government -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:8285 , http://hdl.handle.net/10948/d1018498
- Description: Public administration seems to have shifted towards the New Public Management doctrines that emphasize performance management. The healthcare reforms have been a global phenomenon ever since the early 1980s, with the major focus on managerial restructuring, to produce a more responsive and efficient system (Liang and Howard , 2007:393). The South African public sector has gradually introduced a comprehensive performance management system, since the early 80s. In response, the Province of the Eastern Cape began the design and the development of a performance-management policy in early 2000. This policy was later refined and aligned to the National Department of Public Service and Administrations’s performance management policy. The policy was intially implemented in the Province of the Eastern Cape in mid-2003, through a Performance Management and Development System (PMDS). Moderating Committees were established at each level of government, and at the institutional level. The mandate of these Moderating Committees was to ensure the proper implementation of the perfomance-management policy. The purpose of the policy is to provide practical guidelines on the improvement of individual and organisational performance; however, the implementation challenges of this policy have been identified in Joe Gqabi Health District. This study evaluates the implementation challenges of performance-management policy at all the Joe Gqabi District Municipality public hospitals. The main objectives of the research study are, therefore, to : To provide exposition of the provision of the Province of the Eastern Cape performance management policy and regulatory guidelines; To analyse the utilization of performance-management information for determining emunerations, rewarding outstanding performance and for the development of the personnel; To provide a set of recommendations for the policy implementation to improve service delivery in the Joe Gqabi Health District. Both qualitative and quantitave methods were utilised to collect the data for the study. The research questionnaire was distributed to the eleven public hospitals in the Joe Gqabi Health District. The response rate was 52percent and this was considered adequate for scientific analysis and reporting. The research study reached the conclusion that there is generally poor adherence to policy guidelines in the district, in that: Although most hospitals have structured PMDS committees, their meetings are inconsistent, and are generally held only once a year during final assessment. Performance contracts are signed very late, towards the end of the first quarter. Performance-related bonuses are also effected very late, and are considered a demotivating factor by most participants. The support provided by the provincial and district offices for the implementation of the performance-management policy was viewed as being quite inadequate by most of the participants. The majority of the respondents recommended that the policy be replaced by another form of performance management; however, some considered it adequate, but the implementation of the policy requires further attention. The study therefore came to the following recommendations: The Province and the District should provide consistent support to district hospitals for the implementation of the performance-management policy. The provincial offices should authorize performance-related payments timeously, and the district should effect these payments promptly. The co-ordination of the skills-development programme should be decentralized, in order for district hospitals to improve their efficiency and effectiveness in co-ordination. The Accounting Officers of the respective institutions should monitor the implementation of these policy guidelines to ensure compliance. The research findings conclude that provided the above recommendations are implemented, this would improve the implementation of the provincial performance-management policy, and service delivery in public hospitals in the Joe Gqabi District Municipality.
- Full Text:
- Date Issued: 2012
- Authors: Mbethe, Zakanzima
- Date: 2012
- Subjects: Performance -- Management , Employees -- Rating of , Municipal government -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:8285 , http://hdl.handle.net/10948/d1018498
- Description: Public administration seems to have shifted towards the New Public Management doctrines that emphasize performance management. The healthcare reforms have been a global phenomenon ever since the early 1980s, with the major focus on managerial restructuring, to produce a more responsive and efficient system (Liang and Howard , 2007:393). The South African public sector has gradually introduced a comprehensive performance management system, since the early 80s. In response, the Province of the Eastern Cape began the design and the development of a performance-management policy in early 2000. This policy was later refined and aligned to the National Department of Public Service and Administrations’s performance management policy. The policy was intially implemented in the Province of the Eastern Cape in mid-2003, through a Performance Management and Development System (PMDS). Moderating Committees were established at each level of government, and at the institutional level. The mandate of these Moderating Committees was to ensure the proper implementation of the perfomance-management policy. The purpose of the policy is to provide practical guidelines on the improvement of individual and organisational performance; however, the implementation challenges of this policy have been identified in Joe Gqabi Health District. This study evaluates the implementation challenges of performance-management policy at all the Joe Gqabi District Municipality public hospitals. The main objectives of the research study are, therefore, to : To provide exposition of the provision of the Province of the Eastern Cape performance management policy and regulatory guidelines; To analyse the utilization of performance-management information for determining emunerations, rewarding outstanding performance and for the development of the personnel; To provide a set of recommendations for the policy implementation to improve service delivery in the Joe Gqabi Health District. Both qualitative and quantitave methods were utilised to collect the data for the study. The research questionnaire was distributed to the eleven public hospitals in the Joe Gqabi Health District. The response rate was 52percent and this was considered adequate for scientific analysis and reporting. The research study reached the conclusion that there is generally poor adherence to policy guidelines in the district, in that: Although most hospitals have structured PMDS committees, their meetings are inconsistent, and are generally held only once a year during final assessment. Performance contracts are signed very late, towards the end of the first quarter. Performance-related bonuses are also effected very late, and are considered a demotivating factor by most participants. The support provided by the provincial and district offices for the implementation of the performance-management policy was viewed as being quite inadequate by most of the participants. The majority of the respondents recommended that the policy be replaced by another form of performance management; however, some considered it adequate, but the implementation of the policy requires further attention. The study therefore came to the following recommendations: The Province and the District should provide consistent support to district hospitals for the implementation of the performance-management policy. The provincial offices should authorize performance-related payments timeously, and the district should effect these payments promptly. The co-ordination of the skills-development programme should be decentralized, in order for district hospitals to improve their efficiency and effectiveness in co-ordination. The Accounting Officers of the respective institutions should monitor the implementation of these policy guidelines to ensure compliance. The research findings conclude that provided the above recommendations are implemented, this would improve the implementation of the provincial performance-management policy, and service delivery in public hospitals in the Joe Gqabi District Municipality.
- Full Text:
- Date Issued: 2012
Determining and improving the level of service quality at International Healthcare Distributors
- Authors: Vassen, Ansuya
- Date: 2002
- Subjects: Pharmaceutical industry -- South Africa -- Port Elizabeth -- Quality control
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10897 , http://hdl.handle.net/10948/82 , Pharmaceutical industry -- South Africa -- Port Elizabeth -- Quality control
- Description: The levels of service quality at International Healthcare Distributors (IHD) have been determined. Service quality in organisations require a strong emphasis on customer service and service delivery processes. The main area of this study focuses on the need for appropriate levels and criteria of service quality that will satisfy customers of pharmaceutical distributors. Various determinants affecting service quality levels have been discussed. The nature of service quality has been outlined and customer expectation standards have been determined. Customer satisfaction versus service quality has been discussed and the consumers’ perceptions towards service quality have been identified. Obstacles to attaining service quality have been described and potential causes of service quality shortfalls have been defined. Various surveys were studied to determine the implementation of service quality dimensions in a variety of disciplines. A sample was taken from the IHD customer base and a questionnaire was designed and distributed to the customers. The questionnaire examined five dimensions, tangibility, reliability, responsiveness, assurance and empathy. There was a hundred percent response rate. The results indicated that the tangibility dimension was highest in terms of customer agreement and reliability the lowest. The results of the questionnaire have proven that two of the hypotheses are negative and one positive. Concluding remarks and recommendations were highlighted and it is evident that IHD needs to improve its level of service quality in order to meet their customer requirements.
- Full Text:
- Date Issued: 2002
- Authors: Vassen, Ansuya
- Date: 2002
- Subjects: Pharmaceutical industry -- South Africa -- Port Elizabeth -- Quality control
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10897 , http://hdl.handle.net/10948/82 , Pharmaceutical industry -- South Africa -- Port Elizabeth -- Quality control
- Description: The levels of service quality at International Healthcare Distributors (IHD) have been determined. Service quality in organisations require a strong emphasis on customer service and service delivery processes. The main area of this study focuses on the need for appropriate levels and criteria of service quality that will satisfy customers of pharmaceutical distributors. Various determinants affecting service quality levels have been discussed. The nature of service quality has been outlined and customer expectation standards have been determined. Customer satisfaction versus service quality has been discussed and the consumers’ perceptions towards service quality have been identified. Obstacles to attaining service quality have been described and potential causes of service quality shortfalls have been defined. Various surveys were studied to determine the implementation of service quality dimensions in a variety of disciplines. A sample was taken from the IHD customer base and a questionnaire was designed and distributed to the customers. The questionnaire examined five dimensions, tangibility, reliability, responsiveness, assurance and empathy. There was a hundred percent response rate. The results indicated that the tangibility dimension was highest in terms of customer agreement and reliability the lowest. The results of the questionnaire have proven that two of the hypotheses are negative and one positive. Concluding remarks and recommendations were highlighted and it is evident that IHD needs to improve its level of service quality in order to meet their customer requirements.
- Full Text:
- Date Issued: 2002
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