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An evaluation of the delivery of the Eskom Customer Safety Education Programme in the Queenstown Customer Services Area.

  • Authors: Mtyalela, Kanyisa Highly
  • Date: 2014
  • Subjects: Eskom (Firm) , Customer relations -- Management , Safety education -- South Africa -- Queenstown , Safety education -- Evaluation , Safety consultants -- Rating of -- South Africa -- Queenstown , Public safety -- South Africa -- Queenstown
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:839 , http://hdl.handle.net/10962/d1013569
  • Description: The aim of this research is to evaluate the Eskom customer safety education programme in the Queenstown Customer Services Area. The research focuses on the implementation of the programme with the aim of assessing whether there is need for optimisation in the way that the customer education and training is delivered. The paper consists of three sections. Section one is directed to Eskom and is made up of (i) a review of the literature that is relevant to the Eskom safety education programme, (ii) the findings made from the study and (iii) recommendations from the author. Section two is a review of the key concepts which were identified for this paper and these are: (i) education and training, (ii) consumer education, (iii) citizenship education, (iv) training programme development, and (v) training programme evaluation. Section three provides detail on and justifies the research methodology that was followed for this paper. The author adopted the deductive approach and collected data from literature sources and Eskom documents as well as face-to-face interviews with the Eskom trainers and customers. Qualitative data was collected from the interviews and is presented in section one of the report in the form of (i) narratives, (ii) graphs and (iii) tables. The research has identified some shortcomings in the delivery of the training and recommendations have been made on how these shortcomings can be addressed. Trainer skills, training evaluation and training tools are amongst the issues that require attention in the Queenstown Customer Services Area. The results revealed that 67 percent of the trainers have not received training related to conducting customer forums. Inconsistencies with regard to the evaluation of the training interventions were also identified and there were differences in terms of the training tools that are utilised at the forums. The recommendations made by the author are based on the literature that was reviewed as part of this study and are aimed at addressing the delivery of the training. The respondents all displayed an understanding of the objectives of the Eskom safety education programme and made recommendations in terms of how Eskom can reduce the tampering of Eskom equipment. The recommendations made included the involvement of the community as well as unannounced door-to-door audits aimed at identifying damaged and tampered Eskom equipment. These recommendations are in line with the guiding principles of safety education presented in McWhirter (2008: 32) which include the involvement of young people in real decisions to help them stay safe, as well as the use of active approaches in addressing safety issues. A review of the electrical contact incidents which were reported to Eskom in 2011/12 revealed that in 61,5 percent of the cases that occurred in the Eastern Cape, Eskom had conducted electricity safety education before the incidents occurred. The recommendations in terms of the training delivery should be implemented to improve the delivery of the training. The author however recommends further research on how Eskom can reduce the number of electrical contact incidents that occur, as it has been proven through previous studies that safety education “has an impact on knowledge, behaviour, risk and skills and no papers have provided evidence of the impact of safety education on injury rates” (Mulvaney, Watson and Errington, 2012: 27).
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  • Date Issued: 2014

An evaluation of the effects of land tenure security in on-farm investment and on-farm productivity: a case of the smallholder farmers in the Amathole District of the Eastern Cape Province of South Africa

  • Authors: Zwelendaba, Vincent Vusumzi
  • Date: 2014
  • Subjects: Land tenure -- South Africa -- Eastern Cape , Agricultural productivity -- South Africa -- Eastern Cape , Farms, Small -- South Africa -- Eastern Cape , Rural development -- South Africa -- Eastern Cape , Community development -- South Africa -- Eastern Cape
  • Language: English
  • Type: Thesis , Masters , MSc Agric (Agricultural Economics)
  • Identifier: vital:11230 , http://hdl.handle.net/10353/d1021282 , Land tenure -- South Africa -- Eastern Cape , Agricultural productivity -- South Africa -- Eastern Cape , Farms, Small -- South Africa -- Eastern Cape , Rural development -- South Africa -- Eastern Cape , Community development -- South Africa -- Eastern Cape
  • Description: Smallholder agriculture contributes to poverty alleviation through food price reduction and employment creation. Smallholder farmers have the potential of creating employment because they are labour-intensive. Most small holder farmers in the Amathole District practices dual farming system i.e. crops and livestock production. However these farmers are faced by a number of constraints amongst these are land tenure security, lack of capital, drought, diseases, lack of access to markets and production inputs. The objectives of this study were: to investigate land tenure security impact on-farm investment and on-farm productivity by the smallholder farmers; to assess constraints encountered by the smallholder farmers, to identify factors influencing on-farm investment by the smallholder farmers and to identify factors influencing on-farm productivity by the smallholder farmers. Eighty smallholder farmers were interviewed using a structured questionnaire. The data was analyzed using descriptive statistics (frequency, percentages) and regression analyses. Data was for coded and processed for analysis using Statistical Package for Social Sciences (SPSS). The results revealed that generally, the household demographic characteristics have an influence on the decision to investment in the farm thus on farm productivity. These included age, gender, marital status, educational level and household size of the smallholder farmers. However the findings revealed that smallholder farmers were not much concerned with the land tenure security of the land as they see themselves as owners of these lands. The reason being that they always had access to their land and there were no perceived tenure insecurity threats. The majority of the smallholder farmers were not worried that they might lose their land in the future as they felt that their land tenure was secured. Although, the majority of farmers had some sense of security they still preferred a freehold tenure system as form of land tenure security. This suggests that there was a sense of insecurity among some of the smallholder farmers caused by their current tenure forms. Majority (66%) of the farmers held their land under freehold whilst leasehold and communal hold farmers constituted 5 % and 29 % respectively. Even though majority had freehold tenure system, they could not use their land as collateral when required for funding from the lending institutions because the title deeds were not registered in their names but those of deceased family members. As a result the majority was constrained by lack of credit and had low income. Lack of cash suggests that the farmers have difficulties in purchasing farm of the survey suggest that the household demographics and socio-economic variables may have an influence on the on-farm investment and on-farm productivity by the smallholder farmers. Furthermore, besides the challenges with land tenure, there are other factors that are likely to influence on-farm investment and on-farm productivity. The results of the survey revealed that smallholder farmers were faced with lot of challenges. These included lack of access to markets, grazing land, credit, farm implements, productions inputs and irrigation water. In addition to this the smallholder farmers were faced with both crops and livestock production constraints. Crop production constraints included lack of access to labour, transport, capital, storage facilities, pests, diseases, lack of management skills and severe drought. Livestock production was constrained by diseases, theft, attack by wild animals, lack of fence in the camps, labour, vaccines, dipping facilities too far and severe drought. For both crop and livestock production diseases and drought were major concerns for smallholder farmers since they were dependent on rainfall for their farming activities. With regards to improvements and investment there was little or not much investment that has been made by the smallholder farmers. One of the reasons mentioned by the farmers as the main cause for little or no investments is the lack of capital to make such improvements or investments. The study also employed empirical analysis through employing on-farm investment and on-farm productivity models of the study on the factors influencing the on-farm investment and on-farm productivity by the smallholder farmers in the study area. In both models, the independent variables were tested for their significance and it was found that some variables were significant whilst others were not. With regards to the dependent variable on-farm investment, household socio-economic factors such as household size, educational levels and farm size, had a positive influence in on-farm investment and were also statistically significant. On the other side, factors such as land tenure security, age, gender, household income and access to markets did not have any influence and were not statistically significant. From the perspective of on-farm productivity variables such as farm size, access to credit and access to extension services had a positive influence. However, variables such as land tenure security, age, household income, educational levels, access to implements, were negatively influencing onfarm productivity by the smallholder farmers. Key words: Land tenure security, smallholder farmers, on-farm investment & on-farm productivity
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  • Date Issued: 2014

An evaluation of the quality of customer service provided to large power users by Eskom in the Eastern Cape

  • Authors: Caza, Akhona Nobusi
  • Date: 2014
  • Subjects: Eskom (Firm) -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Quality control , SERVQUAL (Service quality framework) , Gap analysis (Planning)
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:862 , http://hdl.handle.net/10962/d1020610
  • Description: The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommendations. Section two consists of a review of the key concepts identified for this study as follows: (a) defining customer service quality by looking at the concepts of the customer, service, quality and the dimensions of quality, (b) the importance of service quality, (c) the components of service quality in Eskom, (d) models of service quality, and (e) the SERVQUAL model used in this study. Section three consists of the detail of the research methodology used to conduct this study. The Gap Model of Service Quality (Parasuraman et al., 1985:44) is evaluated in order to understand the gaps between expected and perceived service. The provider gap (Zeithaml et al., 2006: 34) is also reviewed in order to identify the gaps that occur within the organisation. An extensive review of customer service quality models is undertaken before a discussion of the SERVQUAL model, which was used in this evaluation study, is provided. The researcher adopted the critical realism research paradigm and quantitative data was collected from a sample of 120 Eskom customers within the LPU customer segment in the Eastern Cape. These customers were randomly selected from the Eskom Customer Care and Billing database and comprised customers from Port Elizabeth, Aliwal North, Mthatha and East London Areas within the Eastern Cape. The data was collected online through a questionnaire which was based on SERVQUAL and modified for electricity services. The quantitative data obtained from the study is presented in the form of tables and graphs created from the data obtained from the 45 customers who responded to the questionnaire. The gaps between LPU customer perceptions and expectations were calculated for the five SERVQUAL dimensions. The research identifies the existing gaps in the service delivered by Eskom; this is based on the perceptions and expectations of the LPU customers in the Eastern Cape, who participated in the study. The results reveal that gaps exist between LPU customer perceptions and their expectations of the service provided by Eskom in the Eastern Cape. The key findings reveal that the largest gaps are within the reliability and empathy dimensions and the smallest gap is in the tangibles dimension. The recommendations were made on the basis of the gaps which were identified and these focus on the training of the front line staff responsible for servicing customers. It is recommended that this training should include an overview of the organisation’s policies and procedures to enable employees to respond adequately to customer queries. Recommendation is also made on training staff to interact with customers effectively in order to resolve customer queries satisfactorily. Finally, it is recommended that regular assessments of the existing customer service quality levels are conducted in order for the organisation to remain aware of the current customer perceptions and expectations
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  • Date Issued: 2014

An evaluation of the role of child and youth care centres in the implementation of South Africa’s children’s act

  • Authors: Agere, Leonard Munyaradzi
  • Date: 2014
  • Subjects: South Africa. Children's Act, 2005 , Children's rights -- South Africa , Child care services -- South Africa
  • Language: English
  • Type: Thesis , Masters , M SW
  • Identifier: vital:11770 , http://hdl.handle.net/10353/d1015406 , South Africa. Children's Act, 2005 , Children's rights -- South Africa , Child care services -- South Africa
  • Description: The aim of this study was to evaluate the role played by CYCCs to provide support and protection to children who have been found to be in need of care, according to the criteria given in the Children’s Act No. 38/2005 as amended. The study made use of a qualitative approach and the research design was provided by the case study. Data was gathered by means of semi-structured interviews and focus group discussions. The most important findings to emerge from the study were that the factors which affect the operation of CYCCs are either institutional, or else challenges arising from issues pertaining to infrastructure and human resources. However, it was also acknowledged that, despite the challenges which affect their ability to provide their services to young people, the CYCCs had also made progressive steps to halt the suppression of the fundamental rights of children. It has been recommended that the government should apply comprehensive funding to the objectives of the Children’s Act, which would entail increasing the subsidies to CYCCs. It has also been recommended that the Policy on Financial Rewards should call for the same benefits and salary scales to apply for professional staff working in the government and to those working in the CYCCs. The repercussions from failing to adjust to these recommendations will inevitably lead to the employment of a remedial model of care.
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  • Date Issued: 2014

An evaluation of the use of Management-By-Objectives (MBO) as a strategic performance improvement measure in the Intsikayethu local municipality

  • Authors: Mahlati, Ntombizodwa
  • Date: 2014
  • Language: English
  • Type: Thesis , Masters , MPA
  • Identifier: vital:11738 , http://hdl.handle.net/10353/d1018505
  • Description: This study examines how the concept of Management-By-Objectives (MBO) can be used by the management of Intsika Yethu Local Municipality to improve the extent to which such prescribed strategic objectives can be easily achieved. It was anticipated that through this exercise, the study would be able to emerge with the measures which could be suggested for enhancing the integration of MBO as one of the performance improvement measures used by the management of Intsika Yethu Local Municipality. In a bid to accomplish this, the entire research process was directed towards the achievement of secondary research objectives that involve; examining the kinds of features that imply that MBO is used as a performance improvement measure by the managers in the Intsika Yethu Local Municipality, assessing the kinds of steps that used in the application of MBO as a performance improvement measure by the managers in the Intsika Yethu Local Municipality, examining the effects of the application of MBO on the performance of the Intsika Yethu Local Municipality, analysing the factors limiting the successful application of MBO as a performance improvement measure by the managers in the Intsika Yethu Local Municipality, evaluating the kinds of strategies that are used for achieving successful application of MBO as a performance improvement measure by the managers in the Intsika Yethu Local Municipality, and determining the measures that can be recommended for improving the successful application of MBO as a performance improvement measure by the managers in the Intsika Yethu Local Municipality. The interviews with the sample participants that comprised of senior and middle managers as well as ordinary employees of Intsika Yethu Local Municipality revealed that although there is some attempt to use management- by- objectives as a strategic performance improvement measure, its current approach do not meet the kinds of features that the literature indicates to define the kinds of an effective MBO. The study highlighted that the essential features for management- by- objectives include; superior-subordinate participation, joint goal-setting, joint decision on methodology, make way to attain maximum result, and constant and genuine support from superiors. However, it was noted that most of the identified themes indicate that most of the essential features that imply that the managers at the Intsika Yethu Local municipality are effectively using MBO are lacking. In terms of the MBO steps that include; Step 1; Goal setting, Step 2; Manager-Subordinate involvement, Step 3; Matching goals and resources, Step 4; Implementation of plan, and Step 5; Review and appraisal of performance, the study reveals that the accomplishment of MBO in the Intsika Yethu Local Municipality is more random and defies the following of such logical steps. Although the study indicates that there are shortfalls in the features and steps that are used in the application of management- by- objectives in the Intsika Yethu Local Municipality, it was noted that the little applications of some aspects of MBO has usually impacted positively. On that basis, the study concluded that the strategies that can be adopted to improve the application of MBO as a strategic performance improvement measure in the Intsika Yethu Local Municipality include; the application of the appropriate motivational strategies, increasing goal congruence to ensure that the main strategic objectives and goals are aligned with the departmental and individual goals and objectives, increasing investments and training of the employees and managers in order to highlight the importance, processes and techniques that are required in management- by- objectives, and improve employee empowerment and communication. It is pointed out in this research document that the suggested area for further studies would be; “The effects of employee empowerment on management- by- objectives in the Intsika Yethu Local Municipality.”
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  • Date Issued: 2014

An evaluation of the ward committee system as a mechanism for enhancing service delivery in the City of Cape Town Metropolitan Municipality : a case study of Du Noon, ward 104

  • Authors: Jikeka, Sisa
  • Date: 2014
  • Subjects: Public administration -- South Africa -- Cape Town , Citizens' associations -- South Africa -- Cape Town , Government accountability -- South Africa -- Cape Town
  • Language: English
  • Type: Thesis , Masters , MPA
  • Identifier: vital:8341 , http://hdl.handle.net/10948/d1020636
  • Description: Since the adoption of the Constitution of the Republic of South Africa, 1996, which identified the three spheres of government as distinctive, interrelated and interdependent, the local government sphere has been perceived in many parts of the country to be failing to fulfil its mandate of delivering essential basic services to local communities. The mandate of the South African local sphere of government has been to provide a developmental and accountable local government and to ensure provision of services to communities in a sustainable manner. As a key developmental agent, local government is obliged by the Constitution of the Republic of South Africa 1996 to develop a culture of municipal governance that encourage and create conditions for the local community to participate in the affairs of the municipality. In this regard, ward committees have been introduced to municipalities as community structures to play a critical role in linking and informing the municipalities about the needs, aspirations and challenges of their communities. In adherence to national legislation, such as the Local Government: Municipal Structures Act 117 (Act117 of 1998) and the Local Government: Municipal Systems Act 2000 (Act 32 of 2000), the City of Cape Town Metropolitan Municipality established advisory structures in the form of ward committees throughout its area of jurisdiction to advise the municipal council on any matter within the council’s competence. As a representative structure of the community the ward committee is expected to serve as a link between the council and the community and for this purpose articulates community needs and aspirations to better the living standards of the community. Despite the stated objectives of ward committees, the Du Noon area has been identified by City of Cape Town Metropolitan Municipality IDP: 2012-2017 as the ward with backlogs in infrastructure and service delivery. This study evaluates the extent at which the Du Noon ward committee (Ward 104) is enhancing service delivery in its area of jurisdiction. A sequential use of mixed methods was preferred, since quantitative and qualitative research methods were found to be complementary rather than opposed approaches. Using both obtrusive and unobtrusive collection procedures, the methods employed proofed practically useful. To this end, the study sought to examine extent at which the Du Noon ward committee is enhancing service delivery in its area of jurisdiction. The study further attempted to suggest practical techniques of bringing a resolve to the challenges faced by the ward committee in as far as providing effective and efficient service delivery to the community without fail.
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  • Date Issued: 2014

An evaluation on the impact of Forte FM's HIV/AIDS campaign programmes on listeners : a case study of Golf Course and Ntselamanzi residents, Alice

  • Authors: Jeke, Christopher
  • Date: 2014
  • Subjects: AIDS (Disease) in mass media Mass media in health education--South Africa Health promotion--South Africa
  • Language: English
  • Type: Thesis , Masters , Communication
  • Identifier: http://hdl.handle.net/10353/17417 , vital:40966
  • Description: HIV/AIDS has rapidly spread globally since its inception more than three decades ago and almost every sort of communication media have been utilised to disseminate information helpful to reduce its spread. This research is based on a case study of Forte FM’s HIV/AIDS campaign programmes in the reduction of the spread of HIV/AIDS in Golf Course and Ntselamanzi areas in Alice, Eastern Cape. To explore and evaluate the effectiveness of Forte FM’s HIV/AIDS programmes, the researcher employed a descriptive qualitative research paradigm whereby convenience and purposive non-probability sampling methods were used to draw samples of participants for focus groups and in-depth interviews. Bearing in mind the total population of Golf Course and Ntselamanzi residential areas, the researcher perceived it applicable to establish two focus groups in each area consisting of at least eight participants in each focus group, making a total of four focus groups for both areas. Additionally, the radio programmes manager was also interviewed for her views. The collected data were analysed thematically to infer the meaning and present the findings. The findings revealed that the station disseminates influential information towards socio-behavioural change in the reduction of the spread of HIV/AIDS in Golf Course and Ntselamanzi. The research participants expressed that the station’s programmes on HIV/AIDS awareness are easily understood and influence their behaviour as they enlighten and educate them about the dangers of HIV/AIDS and how to reduce its spread. Another critical finding of this study as highlighted by the participants is the use of local language in these programmes which listeners view as a contributing element towards the reduction of the spread of this epidemic disease. The findings also showed that the station’s radio programmes have been effective for the fact that the station depends more on two-way participatory communication whereby listeners are involved and participate in the development and running of these programmes.
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  • Date Issued: 2014

An evaluation on the implementation of Batho Pele Service Delivery Policy: a case of South African Social Security Agency in Amathole District Municipality

  • Authors: Matiti, Sibongile
  • Date: 2014
  • Language: English
  • Type: Thesis , Masters , MPA
  • Identifier: vital:11710 , http://hdl.handle.net/10353/d1015241
  • Description: Batho Pele Principles are the most fundamental policy guide-lines of the public sector administration and service delivery. The government uses these principles in improving the service delivery outcomes. The principles are meant to transform the hearts and the minds of public servants and put the citizens at the core of operations. The study succeeded to establish the understanding and implementation of these principles at SASSA Amathole Region. This study was able to determine the level of good governance in the public sector, its transparency, efficiency, effectiveness and accountability. SASSA committed themselves to the agenda of social transformation that is embodied in the principles of Social Justice and Bill of Rights contained in the South African Constitution. The study also looked at other previous literatures that were conducted which sought to better explain the Batho Pele principles and also looked into describing different demographic characteristics and the process of grant application at SASSA. The study looked at the important aspects that the public servants have to know with regards to the understanding and implementation of the Batho Pele principles. These principles came with responsibility and one has to be alert of their vitality in the realisation of rendering a public service that is sound. These principles were measured through grant application at SASSA in Eastern Cape at Amathole District Municipality. The study determined the level of commitment SASSA has in transforming service delivery. Improving service delivery is the ultimate goal of public service transformation programme and every government’s success depends on its effectiveness and efficiency delivery of services to citizens. The study concluded with the emphasis on the need for effective implementation of Batho Pele policy by government agencies such as SASSA.
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  • Date Issued: 2014

An examination of Christian values and correlated concepts in small business practices in South Africa

  • Authors: Van den Berg, Ruan
  • Date: 2014
  • Subjects: Business -- Religious aspects , Business ethics , Capitalism -- Religious aspects
  • Language: English
  • Type: Thesis , Doctoral , DBA
  • Identifier: vital:8919 , http://hdl.handle.net/10948/d1021094
  • Description: The purpose of this research project was to establish in what way Christian entrepreneurs, in this case owner-managers of small and medium-sized enterprises, drew on their Christian faith – as an identity-creating construct – in the day-to-day running of their businesses. Religion was identified as one of the significant contributing elements that form part of individuals’ underlying values that are used to make numerous value-based decisions. Because SME owner-managers that adhere to the Christian faith constitute a fairly large segment of society in the Western World, a study of this nature can be regarded as a worthwhile undertaking that provides valuable insights related to how and to what extent this particular group of economic actors merge religious convictions with business operations. The research was set up in such a way that SME owner-managers in South Africa, who were self-proclaimed Christians and broadly defined as members of the Protestant tradition, constituted the sample participants. The methodology regarded as most suitable was a qualitative, grounded-theory approach whereby interviews were conducted along the lines of a semi-structured interview schedule. An openended exploratory strategy was adopted that allowed respondents to convey their thoughts and ideas pertaining to the research phenomenon from their personal perspectives. A number of conceptual and linguistic frames offered by the respondents – that gave language to the way they rationalised their faith in the context of managing their businesses – were recorded. A total of sixteen major themes and an additional eight sub-themes emerged from the data. The themes recorded and analysed were: faith, grace, calling, stewardship, kingdom, holiness, discipleship, discernment, love, relationship, anointing, inseparable dimensions of life, the Christian life journey, money, cultural perspectives and biblical principles, including the centrality of the Bible, integrity and honesty, sowing and reaping, humility, forgiveness, power of the tongue, importance of prayer and the centrality of Christ. The research findings revealed that a correct understanding of the Christian identity as well as a correct application thereof is crucial in successfully incorporating Christian ideals in the market. Full integration of the Christian identity plus an internalisation of God’s purposes and principles create an inner sense of direction that is less focused on external moral guidelines and codes of conduct – the phrase living from the inside out’ seems appropriately fitting to describe a group of economic actors who pursue their business careers with a sense of calling coupled with a belief that their commercial whereabouts are distinctively linked to a transcendent objective. In addition, general business administration guidelines, where the issue of religious affiliation per se is of no particular consequence, allow for the integration of the value concepts uncovered through the study by way of the corporate governance framework as contained in the King III report – particularly with reference to business practice interventions related to the formulation and implementation of core organisational values and moral codes.
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  • Date Issued: 2014

An examination of validation practices in relation to the forensic acquisition of digital evidence in South Africa

  • Authors: Jordaan, Jason
  • Date: 2014
  • Subjects: Electronic evidence , Evidence, Criminal , Forensic sciences , Evidence, Criminal -- South Africa -- Law and legislation
  • Language: English
  • Type: Thesis , Masters , MSc
  • Identifier: vital:4706 , http://hdl.handle.net/10962/d1016361
  • Description: The acquisition of digital evidence is the most crucial part of the entire digital forensics process. During this process, digital evidence is acquired in a forensically sound manner to ensure the legal admissibility and reliability of that evidence in court. In the acquisition process various hardware or software tools are used to acquire the digital evidence. All of the digital forensic standards relating to the acquisition of digital evidence require that the hardware and software tools used in the acquisition process are validated as functioning correctly and reliably, as this lends credibility to the evidence in court. In fact the Electronic Communications and Transactions Act 25 of 2002 in South Africa specifically requires courts to consider issues such as reliability and the manner in which the integrity of digital evidence is ensured when assessing the evidential weight of digital evidence. Previous research into quality assurance in the practice of digital forensics in South Africa identified that in general, tool validation was not performed, and as such a hypothesis was proposed that digital forensic practitioners in South Africa make use of hardware and/or software tools for the forensic acquisition of digital evidence, whose validity and/or reliability cannot be objectively proven. As such the reliability of any digital evidence preserved using those tools is potentially unreliable. This hypothesis was tested in the research through the use of a survey of digital forensic practitioners in South Africa. The research established that the majority of digital forensic practitioners do not use tools in the forensic acquisition of digital evidence that can be proven to be validated and/or reliable. While just under a fifth of digital forensic practitioners can provide some proof of validation and/or reliability, the proof of validation does not meet formal international standards. In essence this means that digital evidence, which is preserved through the use of specific hardware and/or software tools for subsequent presentation and reliance upon as evidence in a court of law, is preserved by tools where the objective and scientific validity thereof has not been determined. Since South African courts must consider reliability in terms of Section 15(3) of the Electronic Communications and Transactions Act 25 of 2002 in assessing the weight of digital evidence, this is undermined through the current state of practice in South Africa by digital forensic practitioners.
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  • Date Issued: 2014

An exploration into the use of webinjects by financial malware

  • Authors: Forrester, Jock Ingram
  • Date: 2014
  • Subjects: Malware (Computer software) -- Analysis , Internet fraud , Computer crimes , Computer security , Electronic commerce
  • Language: English
  • Type: Thesis , Masters , MSc
  • Identifier: vital:4697 , http://hdl.handle.net/10962/d1012079 , Malware (Computer software) -- Analysis , Internet fraud , Computer crimes , Computer security , Electronic commerce
  • Description: As the number of computing devices connected to the Internet increases and the Internet itself becomes more pervasive, so does the opportunity for criminals to use these devices in cybercrimes. Supporting the increase in cybercrime is the growth and maturity of the digital underground economy with strong links to its more visible and physical counterpart. The digital underground economy provides software and related services to equip the entrepreneurial cybercriminal with the appropriate skills and required tools. Financial malware, particularly the capability for injection of code into web browsers, has become one of the more profitable cybercrime tool sets due to its versatility and adaptability when targeting clients of institutions with an online presence, both in and outside of the financial industry. There are numerous families of financial malware available for use, with perhaps the most prevalent being Zeus and SpyEye. Criminals create (or purchase) and grow botnets of computing devices infected with financial malware that has been configured to attack clients of certain websites. In the research data set there are 483 configuration files containing approximately 40 000 webinjects that were captured from various financial malware botnets between October 2010 and June 2012. They were processed and analysed to determine the methods used by criminals to defraud either the user of the computing device, or the institution of which the user is a client. The configuration files contain the injection code that is executed in the web browser to create a surrogate interface, which is then used by the criminal to interact with the user and institution in order to commit fraud. Demographics on the captured data set are presented and case studies are documented based on the various methods used to defraud and bypass financial security controls across multiple industries. The case studies cover techniques used in social engineering, bypassing security controls and automated transfers.
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  • Date Issued: 2014

An exploration of an environmental resource management course for sustainable development practitioners in Kenya : a case study

  • Authors: Oteki, Jane Bosibori
  • Date: 2014
  • Subjects: Environmental management -- Kenya Sustainable development -- Kenya Environmental management -- Study and teaching -- Kenya Sustainable development -- Study and teaching -- Kenya Environmental education -- Study and teaching -- Kenya Environmental sciences -- Study and teaching -- Kenya Technical University of Kenya
  • Language: English
  • Type: Thesis , Doctoral , PhD
  • Identifier: vital:1964 , http://hdl.handle.net/10962/d1011611
  • Description: Environmental challenges facing the world currently call for efforts that can avert eminent disasters related to these challenges. In an effort to engage in conservation, the Environmental Resource Management course at Technical University offers an opportunity to train for sustainable development in the country. However, the development and implementation of courses aimed at developing careers in sustainability in institutions of higher learning are coming under scrutiny as questions are being asked about their contributions to sustainable development. This research explored the Environmental Resource Management course to understand how it was developed and implemented to address a practitioner in the environmental resources conservation sector. The study surfaced the contradictions in the course which can be used as a lens to re-orient the course to enable a practitioner in education for sustainable development to emerge. In Kenya, vocational courses in environmental education are a career choice for secondary school leavers and those engaged in the environmental conservation sector. This study carried out at Technical University of Kenya (TU-K) between January 2009 and April 2012 aimed at exploring how a diploma course: Environmental Resource Management (ERM) enabled the learners to become practitioners in environmental resource management. It surfaced contradictions and suggested transformative approaches to re-orient the course for sustainable development. This was necessitated by the paradigm shift in environmental education from environmental conservation education that emphasised ecological studies to Education for Sustainable Development that is broader and more holistic, encompassing social, economic and environmental aspects. The course has to be re-orientated to enable a practitioner in Education for Sustainable Development (ESD) to emerge considering the United Nations Decade of Education for Sustainable Development (UNDESD, 2005-2014). The course aims at training personnel for deployment in environmental conservation and management organisations to work as resource officers/supervisors in national parks, forestry management, water management, energy development projects officers, etc. Data was gathered through document analysis, questionnaires, interviews, observation and focus group discussions. Cultural Historical Activity Theory (CHAT) was engaged in surfacing contradictions in the Environmental Resource Management learning system in terms of its development and implementation. While Communities of Practice (COP) principles were used as the ontological underpinning for the ERM course. The results indicate that the ERM course was revised between 1998 and 2002 by experts from Saskatchewan Institute of Science and Technology (SIAST) in collaboration with TU-K staff under the programme, enhancing environmental management in Kenya. The research also established that the ERM course review process was informed by sustainable development principles, as outlined in Agenda 21. Further it was realised that the Develop a Curriculum (DACUM) process was engaged to develop the learning units. This course development envisaged Competency Based Education (CBE) as the main mode of the ERM delivery. CBE is student centred and allows for multi-entry and exit. The study however realised that at implementation this approach was partially incorporated, as the country’s education system is examination oriented and time bound. The study findings indicate that most of the units taught were on ecosystem management with the social and economic aspects having less space and time, therefore the three pillars of Education for Sustainable Development were not adequately addressed in the course to enable a practitioner in the concept to emerge. Also teaching and learning in the course was found to be more theoretical than practical with little hands-on activities because the main focus of the course was to enable the learners to acquire a certificate through examination rather than gain the appropriate competencies. Although the course was found to be enhancing ESD in relation to global and local sustainability issues, there were contradictions or challenges in the system that affected full realisation of the skills, knowledge, values and attitudes. For example the exclusion of the recipient staff in the planning of the course, lack of training of the lecturers on how to train on CBE, insufficient practical field excursions devoid of community engagement, lack of funds, lack of equipment and poor coordination. This study recommends a re-orientation of the course to a more practical approach to teaching such as: • Engagement of students with the community to solve real-life environmental problems; • Mainstreaming ESD in all courses in the institutions of higher learning so that environmental concerns are addressed by everyone; • Reviewing the educational policy to encourage solving of real-life environmental problems rather than passing theoretical examinations; • Enhancing competency based learning to enable students to become competent in their areas of specialisation; • Encouraging networking and direct involvement of the students in the community instead of spending more time in class; and • Establishing a Community of Practice among the students in Higher Education Institutions to enhance conservation practices. The study contributes in-depth insight into exploring courses in Technical Vocational Education and Training institutions using Communities of Practice as a lens within the Kenyan context. It gives some empirical and explanatory insight into how learning can emerge and be expanded in Education for Sustainable Development through relevant courses such as tje Environmental Resource Management course. It also provides learning tools to work with contradictions that arise from socio-cultural and historical dimensions of learning about natural resources in the Kenyan context. Its other key contribution is that it provides further insight into the re-orientation of the ERM courses to embrace ESD for a broader and a more holistic approach to natural resources conservation and poverty alleviation processes that are critical for responding to socio-ecological issues and risks and development challenges in Kenya.
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  • Date Issued: 2014

An exploration of James Dreier’s Standard Tune Learning Sequence in a self-directed learning environment : an interpretative phenomenological analysis

  • Authors: Ellis, Stephen James
  • Date: 2014
  • Subjects: Dreier, James Drum -- Performance -- Studies and exercises Drum -- Methods -- Self-instruction Drum -- Instruction and study Drummers (Musicians)
  • Language: English
  • Type: Thesis , Masters , MMus
  • Identifier: vital:2680 , http://hdl.handle.net/10962/d1011312
  • Description: This qualitative case study was undertaken in order to explore the experiences of drum set students who apply themselves to James Dreier’s Standard Tune Learning Sequence (STLS) in a self-directed learning environment. These experiences ultimately shed light on how best to implement Differentiated Instruction to the STLS. The study draws on the experience of three adult drum students under the instruction of the author. The students were provided with the STLS and left to proceed with it on their own. They were asked to keep a record of their progress in the form of a learning journal. These learning journals were used, in conjunction with transcribed interviews and learner profiles, as data for this study and as such were subjected to Interpretative Phenomenological Analysis. The study recognizes three factors which affect the student’s successful progression through the STLS: readiness, interest and meaning. Each factor is discussed in relation to literature on differentiated Instruction. Recommendations are made regarding the implementation of Differentiated Instruction to the STLS.
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  • Date Issued: 2014

An exploration of the other and the disruption of self in schizophrenia

  • Authors: Stopforth, Penny
  • Date: 2014
  • Subjects: Self , Schizophrenia
  • Language: English
  • Type: Thesis , Masters , MA
  • Identifier: vital:3254 , http://hdl.handle.net/10962/d1016362
  • Description: Hermans’ (2002) Dialogical model of Self advocates for a construction of Self that is fluid, diverse and dialogically constructed. He argues that development of ongoing dialogues from within and without the Self constitute the Self. These parts of Self that participate in this internal dialogue are referred to by Hermans (2002) as I-positions. Healthy, dynamic internal dialogue between I-positions is argued to contribute to maintaining a unified sense of Self. The Self is also argued to be socially constructed, in so far as Others outside the Self participate in these internal dialogues and are able to influence and occupy I-positions. Research has shown that people with a diagnosis of Schizophrenia experience a unique form of Self disruption. It has been postulated that this disruption is due to disruptions in this internal dialogue. To date, seminal research has primarily focussed on the internal mechanisms and phenomenological accounts of these disruptions. However, little research has focused on the role that Others outside the Self play in these disruptions. Since the Self is also constructed as a social entity, the aim of this research is to explore in what ways the Other contributes and/or minimises this disruption in people with a diagnosis of Schizophrenia. In order to achieve this, I made use of archival data which was made up of the transcripts from semi-structured interviews previously conducted with people with a diagnosis of Schizophrenia as part of a Self and Schizophrenia study. The interviews were analysed using deductive thematic analysis, and utilised Herman’s theory of the Dialogical Self as the theoretical lens for this study. The emergent themes were organised according to those that were present before a diagnosis of Schizophrenia was given and those themes that were present post-diagnosis. The themes reflected that the Other plays a significant role in the both the maintenance of healthy dialogue post diagnosis and well as in the disruption of dialogue. This disruption was primarily observed throughthecompromising of previous I-positions and in the development of new performative and deficit I-positions that contributed to the disruption in internal dialogue.
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  • Date Issued: 2014

An exploration of the way in which values and valuing processes might strengthen social learning in water stewardship practices in South Africa

  • Authors: Barnes, Garth
  • Date: 2014
  • Subjects: Integrated water development -- South Africa -- Case studies , Water conservation -- South Africa -- Case studies , Water-supply -- Moral and ethical aspects -- South Africa , Environmental education -- South Africa , Social learning -- South Africa
  • Language: English
  • Type: Thesis , Masters , MEd
  • Identifier: vital:1975 , http://hdl.handle.net/10962/d1012940
  • Description: This qualitative study, focussing on the way in which values and valuing processes might strengthen social learning in water stewardship practices in South Africa, is located within the broader global narrative that describes the scale of human impact on our Earth systems and that is setting humanity on a trajectory that threatens to place us beyond the safe operating spaces called planetary boundaries. For humanity to live within planetary boundaries – one of which is global freshwater use –will take a new way of relating to the environment called Earth stewardship, which calls for a new ethic of responsibility towards Earth systems. It is at the local level of stewardship within a global approach to water resources management called integrated water resources management that this qualitative study is contextually bound. Two case studies, located in the catchment management forums (CMFs) of the Upper Vaal catchment of Gauteng, South Africa, are used in an exploration of the way in which values and valuing processes might strengthen social learning in water stewardship practices in South Africa. The meta-theory of critical realism is used to help explore this relationship between values, practice and social learning. The study uses document analysis, interviews and observation of selected water stewardship practices to identify held and assigned values, and valuing processes and their influence on social learning, and the framing and de-framing processes that occur in social learning oriented towards water stewardship practices. The study differentiates between held and assigned values and identifies a strong altruistic-held values tendency that characterises forum participants who practice water stewardship in the two case study sites. Most water stewardship practice, identified in the case study sites, manifests as compliance activities in the public – or forum – space, while private-sphere environmentalism is mostly left to the confines of the individual’s private household. Lastly, the CMFs seem to have the potential to provide a space for social learning that is not yet maximised. Drawing from these key findings, the study’s major recommendation is that forums that facilitate learning, either using the current CMF structure or creating new opportunities, need to be provided as a conduit for social learning and reflexivity to make the existing boundaries between private and public forms of water stewardship more porous. This social learning may expand social practice and thus strengthen social change processes that expand water stewardship practices.
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  • Date Issued: 2014

An exploratory study of the implementation of a decentralized water provision model: a case of Chris Hani District Municipality

  • Authors: Dyasi, Nobuhle Marjorie Pretty
  • Date: 2014
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: http://hdl.handle.net/10962/18532 , vital:22353
  • Description: It is notable that successful implementation of strategy is very important in any organization - private or public. As such it is not surprising that public sector managers are expected to implement strategies to improve organizational performance and service delivery. Consequently, strategy implementation in the public sector has become an increasingly relevant and topical issue, especially because public sector organizations exist to meet the needs of particular stakeholder groups and maximize organizational performance rather than realize profits. Despite this growing focus of public sector management literature on strategy, “there have so far been few explanations about how public sector managers develop and implement new strategic approaches” (Pablo, Reay, Dewald and Casebeer, 2007:687). This qualitative study explores the implementation of a decentralised water service provision model at Chris Hani District Municipality (CHDM) which is located in the Eastern Cape Province in South Africa. The Chris Hani District Municipality is comprised of eight local municipalities: Lukhanji, Lady Frere, Sakhisizwe, Inkwanca, Tsolwana, Inxuba Yethemba, Intsika Yethu and Engcobo. All eight municipalities were delegated to perform the water service provision function of CHDM. The research questions are: How effective was the implementation of the CHDM decentralised water services provision model? and What are the enablers of and barriers to implementing a decentralised water provision model in CHDM? The study used the McKinsey 7S framework of strategy execution to evaluate the implementation of the decentralised water services provision model in CHDM, enablers and barriers to executing this model were also identified. Purposively, a total of seven area managers were interviewed as the eighth Area Manager resigned and left the employment of CHDM during the time of the study. Data was gathered from Area Managers who are intimately involved in the daily operation of water services provision. Data was gathered through semi-structured interviews which were audio recorded, transcribed and data was coded and categorised according to the theoretical perspectives of the McKinsey 7S framework. The draft report was given to the research participants for verification or comments not only as input but also as a member check before the final report. Predominantly most of the Area Managers reflected that the implementation of the decentralised water services provision model by CHDM manifested four cornerstones: (a) reducing distance to water services, (b) delegating of water provision function and accountability, (c) improving delivery of water services, and (d) putting people first in water provision. Drivers and barriers of the implementation of the decentralized water provision strategy were identified to empower local municipalities and enhance operational efficiencies and service quality. Recommendations were made to CHDM on how the implementation of the decentralised water services provision model could be enhanced for better performance. This study will benefit CHDM on improving and strengthening the alignment of all the 7S’s elements of strategy execution to enhance the performance of the decentralised water provision model. Since no studies had been conducted previously to evaluate the implementation of a decentralised water services provision strategy at CHDM, this research is valuable to CHDM as it provides insight on the effectiveness of implementing the decentralised water provision model. Furthermore, the use of the McKinsey 7S framework to evaluate the decentralised model is valuable as it identifies and highlights the gaps where there is misalignment of the 7S’s of strategy execution. These are areas which CHDM needs to address in order to enhance or improve strategic performance.
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  • Date Issued: 2014

An expression of South African youth identity : understanding deliquency, violence and vandalism amongst the youth in selected informal settlements

  • Authors: Mohale, Keneuoe
  • Date: 2014
  • Subjects: Youth and violence -- South Africa -- Port Elizabeth , Squatter settlements -- South Africa -- Port Elizabeth , Child rearing , Identity (Psychology) in youth
  • Language: English
  • Type: Thesis , Masters , MPhil
  • Identifier: vital:8321 , http://hdl.handle.net/10948/d1020155
  • Description: This study sought to explore the perceptions of violence by the youth and to investigate the causes and consequences of violence amongst the youth. Specifically, the study aimed at exploring why the youth are predisposed to violence and violent crimes in informal settlements. A qualitative research design was used in this study. The researcher made use of the qualitative design because it allows for the richness of the personal experiences and meanings of the respondents to be explored, allowing the researcher to uncover variations between respondents. Based on the qualitative design, the study utilised the in-depth interview to solicit the views of young people living in New Brighton Township in Port Elizabeth in the Eastern Cape Province. The objectives of the study were - To identify consequences of violence.- To assert if violence is normalised within a particular social environment.- To explore what predisposes the youth to violence.- To find out if parenting styles influence youth violence.- To explore the role of models in youth violence and crime. The respondents were selected through purposive sampling as the researcher sought typical and divergent data from the respondents. Data was collected through focus group interviews with nine young people aged nineteen to twenty- four years. The study established the following: Firstly, that violence is high in South African communities. It also found the following factors to be contributing to these high levels of violence: socialisation, unemployment, and family structures. The findings also indicated that some kinds of violence are normalised within the societies in which young people grow up in. Findings also indicate that, as a result of these violent behaviours, many South African youth lose their lives while others are imprisoned. This study also found that the environment in which a child grows up in has a greater impact on the child’s later behaviour in life. Overall, the study concluded that violence amongst the young people is a major problem facing South African communities. As one of the recommendations, the researcher indicated that punishing young people through imprisonment is not the solution, especially in a country where so many people are living in wretched poverty. Rather, the researcher recommended that minimising the levels of violence to which young people are exposed to on a daily basis could be one of the effective intervention strategies for decreasing this pandemic. This can be achieved by involving families, schools and communities in minimising this kind of exposure.
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  • Date Issued: 2014

An impact assessment of the youth "development through football" project in Nelson Mandela Bay

  • Authors: Tsotetsi, Mampho
  • Date: 2014
  • Subjects: Youth development -- South Africa -- Nelson Mandela Bay Municipality , Soccer -- Social aspects -- South Africa -- Nelson Mandela Bay Municipality , HIV infections -- South Africa -- Nelson Mandela Bay Municipality -- Prevention
  • Language: English
  • Type: Thesis , Masters , MA
  • Identifier: http://hdl.handle.net/10948/4664 , vital:20627
  • Description: Football as the most popular sport, serves as a medium through which development issues can be addressed in a variety of ways. The potential and limitations of sport as a vehicle for change are widely recognized for informing YDF and partner organisations for change and capacity building at all levels of engagement. The YDF on HIV prevention project brought about a close working relationship between GIZ/YDF, Volkswagen groups South Africa, NGO’s, federations and government institutions. Volkswagen formed a PPP (Public Private Partnership) to promote HIV prevention among the youth in the Eastern Cape Province. The aim of the cooperation was to raise awareness and improve the knowledge of the youth on HIV prevention. The project combined peer education through football with life-skills education on HIV Prevention in schools. The present study aimed at evaluating the impact and effectiveness of the YDF project in addressing HIV prevention awareness in the selected schools of Nelson Mandela Bay. The sample consisted of fifty grades six and seven learners of the ages of twelve and over. In this mixed methods research, both qualitative and quantitative methods were used and data was collected by means of questionnaires and interviews where pre and post-test studies were conducted. The results suggest that there has been an improvement in the learners’ awareness and therefore the YDF on HIV prevention programme has been effective in improving the participants’ level of HIV prevention awareness in Nelson Mandela Bay. These findings should make a meaningful contribution to the debate on sports based participation programmes on HIV/AIDS education, with regard to the stakeholders and implementing parties, as well as to the public.
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  • Date Issued: 2014

An incentive motivational approach to enhance successful delivery of construction projects

  • Authors: Ndihokubwayo, Ruben
  • Date: 2014
  • Subjects: Employee motivation , Construction industry -- Management , Project management , Construction industry -- Public relations
  • Language: English
  • Type: Thesis , Doctoral , PhD
  • Identifier: vital:9727 , http://hdl.handle.net/10948/d1020649
  • Description: The South African construction industry is faced with challenges which impede on successful project delivery. While incentives have been recognised as motivational tools for individual employees to achieve certain goals, the South African construction industry has not fully exploited the various avenues to initiate motivational approaches aligned with project objectives to enhance successful delivery of construction projects. This study is therefore aimed at exploring which monetary and non-monetary incentives would compel construction and consultant team members to improve successful project delivery. The study adopted a deductive approach whereby hypotheses were formulated based on motivation theories and applied them in construction project team situations. In this regard, the extensive literature related to motivation theories such as the hierarchy of needs, incentives, organisational commitment, and teamwork environment were reviewed. A web survey was adopted for the empirical data gathering by means of a questionnaire e-mailed to nationwide selected construction and consultant firms. Data analysis was done by means of ranking, paired sample test, T-Test, ANOVA test, Mann- Whitney, Kruskal-Wallis test of association, and the Principal Component Analysis (PCA). The reliability test was done using Cronbach’s alpha coefficient of reliability. In total, 164 respondents participated in the study. It was revealed that there was a statistically significant difference between mean rankings of motivational factors, and organisational commitment was perceived as the most important motivational factor that compelled construction and consultant team members to achieve project success. There was no statistically significant difference between various demographics (gender, qualification, and experience) pertaining to self-development needs, organisational commitment, and teamwork environment motivational factors, except age groups, which displayed a statistically significant difference in self-development needs and teamwork environment. There was a statistically significant difference between mean rankings of monetary and non-monetary incentives, and non-monetary incentives were preferred to monetary incentives in achieving higher performance. There was no statistically significant difference between various demographics (gender, age, qualification, and experience in the construction industry) of construction and consultant team members pertaining to monetary and non-monetary incentives. There was no statistically significant difference between mean rankings of primary project objectives aligned with monetary incentives, where time was perceived as the most important. There was no statistically significant difference between various demographics (gender, qualification, and experience in the construction industry) of construction and consultant team members pertaining to project objectives aligned with incentives, except age groups which displayed a statistically significant difference in project objectives aligned with monetary and non-monetary incentives. Two models have been developed based on the PCA results of project objectives aligned with monetary and non-monetary incentives. Each model consisted of four parts, namely project objectives, demographic information, short-run project-based interventions, and long-run interventions. The PCA results showed monetary incentives could be a useful project-based intervention mechanism in the short-run to achieve secondary project objectives, such as the provision of work opportunities to SMMEs. In the long-run, this confirms the usefulness of the CIDB initiative consisting of the provision of work opportunities to SMMEs through the National Contractor Development Programme (NCDP) guidelines. The PCA results showed non-monetary incentives could be a useful project-based intervention mechanism in the short-run to achieve primary project objectives, such as quality. In the long-run, a continuous improvement mechanism by various construction industry stakeholders is deemed necessary to maintain project delivery standards.
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  • Date Issued: 2014

An information services framework for commercial extension services

  • Authors: Simpson, Antony Paul
  • Date: 2014
  • Subjects: Agricultural extension work , Business networks , Information resources management
  • Language: English
  • Type: Thesis , Doctoral , PhD
  • Identifier: http://hdl.handle.net/10948/8575 , vital:26408
  • Description: The first of the eight United Nations Millennium Development Goals for 2015 is to “Eradicate Extreme Poverty and Hunger”. Achieving this goal would be aided by having an effective and productive agricultural community. Agricultural organisations assist producers to be more effective in their operation through Commercial Extension Services (CES). Through CES, producers are advised and educated about new agricultural practices, techniques and products. A key component of CES is the provision of relevant information to producers. The problem this research addressed was that producers experience difficulty in accessing the information they require in a timeous, relevant and personalised manner. No suitable framework was found for agricultural organisations to use when designing and implementing an Information Services Platform. The main research objective was to develop and evaluate an Information Services Framework (ISF) for organisations offering information as a CES. The research methodology used to achieve this objective was Design Science Research (DSR). DSR is an iterative methodology with three cycles, namely the relevance, the design and the rigor cycles. The relevance cycle was used to acquire the information required to inform the design cycle. The information was collected by using literature research and empirical studies. The first study, the Producer Information Requirements Survey (PIRS) sought to determine the information requirements of grain producers and was conducted by interviewing grain producers in the Swartland region of South Africa. The second study, the Internet and Mobile Device Usage Survey (IMDUS) investigated the use of the Internet and mobile devices amongst South African producers by means of a national on-line survey. The quantitative and qualitative results of the analysis were used during the design phase to develop the ISF. The design phase of DSR process led to the creation of an ISF for providing Information as a Service (IaaS) in CES. The framework allows for information services to be provided in a manner and form customised to an individual producer’s preferences. The foundation of the framework is that information can be sourced from various sources, internal or external to the organisation and distributed to producers by using a unified platform. During the research, an agricultural organisation, BKB GrainCo used the proposed ISF to develop an Information Services Platform (ISP) to provide information to its producers. BKB GrainCo’s development process included two evaluations. The first evaluation, the Information Preferences Prototype Survey, was intended to test a key component of the framework, the nformation Preferences Profile. The Information Preferences Profile was conceptualized following the PIRS. In the PIRS it was determined that individual producers would prefer to specify what information they would receive, when they required it and have it delivered by using a medium of their choice. The second evaluation of the design phase was a Usability Study. The Usability Study was intended to test the functionality of the system across various technologies. The rigor cycle, following the implementation of BKB GrainCo’s ISP, contained the main evaluation, the Information Services Platform Evaluation. The evaluation was used to test the impact of BKB GrainCo’s ISP on perception of received service. The evaluation used a standardised version of the standardised SERVQUAL instrument specifically adapted in this research to measure the provision of IaaS. The results obtained during the evaluation indicated that the BKB GrainCo’s Information Services Platform was found to be valued by producers and improved the communication services of agricultural organisations. It was inferred from the successful implementation of BKB GrainCo’s ISP and the positive response from producers, after the evaluations, that the developed ISF was suitable for an agricultural organisation to provide CES. The theoretical contributions included underpinning the concept of CES in terms of stakeholder theory. Its underpinning provides justification for agricultural organisations to improve CES – including the provision of information. A second theoretical contribution was the extension of SERVQUAL as an IS theory by developing and validating a dimension designed to test the provision of IaaS. Providing producers with accurate and reliable personalised information has the capacity to improve producers’ ability to make informed decisions. Informed decision making will contribute to having an effective and productive agricultural community; resulting in improvement of agricultural output and contributing to food security and job creation. Improved agricultural output, better food security and job creation are aspects which will contribute toward the attainment of the first of eight United Nations Millennium Development Goals for 2015, which is to “Eradicate Extreme Poverty and Hunger”.
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  • Date Issued: 2014
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