Faculty of Management Sciences
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Item Ethical leadership and service delivery : a case of Mangaung Metropolitan area(2024-05) Kganyape, Obakeng; Lekhanya, Lawrence MpeleThe study assessed the ethical leadership impact and service delivery challenges in Mangaung Metropolitan Municipality (MMM), in the Free State province of South Africa. An interview and open-ended questionnaire were used to gather in-depth information from individuals, allowing participants to voice their own opinions and ideas. The study provided inductive reasoning; as a result, holistic results can be interpreted. The sampling size was drawn from five ward committees consisting of 10 members, with two members from each ward selected as participants. Ten randomly selected residents from Mangaung and two senior managers from MMM were also considered for interviews. Therefore, a total of 10 ward committee members, two senior managers and 10 selected residents were used as a means of gathering data through interviews and a semi-structured questionnaire. The findings of the study reveal poor compliance with legislation, ineffective policy implementation, and shortage of skills required for Local Economic Development (LED), as well as poor ethical leadership, resulted in slow service delivery provision. The study also showed financial constraints are a significant problem in MMM. It was, furthermore, revealed that MMM is currently placed under national administration, and the researcher noted the unhappiness of the Mangaung community with the poor service delivery and unfair job appointments in MMM, which resulted in service delivery protests around Mangaung. The findings highlight that certain ward committees believe residents are deprived of services in Mangaung due to political (dys) functionality and failure of employees to execute their duties efficiently. The study results will be highly beneficial to researchers, scholars, policy makers, and MMM officials, as well as CoGTA, SALGA and other relevant stakeholders. Generalisation of the research findings ought to be undertaken with care; however, further research is encouraged and could focus on other municipalities and Metropolitan municipalities in the country.Item Assessing customer satisfaction from the services delivered by Eskom Academy of Learning (EAL) : a case study of Eskom KwaZulu-Natal Operating Unit(2023) Thusi, Cynthia Zibuyile; Xulu-Gama, NomkhosiThe Eskom Academy of Learning in KZN (KwaZulu-Natal) occupies the role of Learning and Development; therefore, it provides training to employees for the sole purpose of closing the competency gap by building a highly skilled workforce that will meet the strategic objectives of the organization. The main purpose of this study was to assess the services delivered by Eskom Academy of Learning, with a particular focus in Eskom KZN. The three objectives of the study were to assess customer satisfaction from the services delivered by Eskom Academy of Learning KZN, to identify areas of improvement within Eskom Academy of Learning KZN and to recommend practical strategies for enhancing customer service in Eskom Academy of Learning KZN. This study used a mixed methods approach to conduct the survey. The target population was 185 Eskom employees for quantitative survey and 5 senior managers for qualitative survey. This included male and female students employed within Task Grading T05-E Band. Two data collection instruments were developed for the study, to satisfy the requirements of the design. Following the online questionnaire, which was structured on a five-point Likert scale, in-depth personal interviews were conducted. To select participants for the quantitative data collection, the researcher used systematic random sampling. Quantitative data analysis was conducted first, using the Statistical Package for the Social Sciences (SPSS) version 28.0; while thematic analysis was used to analyse data obtained from interviews. The results indicated that the Eskom Academy of Learning has been effective in meeting its goals, indicated by a significant level of satisfaction among employees. The findings further revealed the determinants of customer satisfaction. While the academy has largely been able to satisfy the employees, information gathered from the interviews identified areas that require improvement. Four main strategies are suggested for the improvement of customer service in Eskom Academy of Learning, namely: fostering a culture of customer satisfaction surveys, being aware of the business training needs through Individual Development Plans, proactive planning of training interventions and conducting on-job post assessments to determine if training received was relevant and effective.Item Talent management as an administrative tool to enhance service delivery : a case of O.R. Tambo District Municipality(2023-07) Mjulwa, Sinoxolo; Chazireni, BoboThe incomparable difficulty of today's business context, as manifested by globalisation, technology, and more significant socio-economic, geopolitical, and demographic changes, increases the inevitability of focusing on identifying, attracting, recruiting, developing, and retaining talent to direct its challenges. A solid understanding of the elements that drive municipal talent administration, retention strategy, employee strategic alignment, and employee motivation could enable municipalities to proactively execute Human Resource interventions to improve their talent management execution. This study examined the relationship between talent management and service delivery. The role of talent management as a mediator between recruitment and labour costs was also explored. Municipalities must retain talent if they are to remain leaders in effective and efficient service delivery. Human Resources play a critical role in promoting this. It is also crucial to emphasise talent management's crucial role in attracting, developing, and retaining skilled individuals. Results from the study showed that Talent management is critical if a municipality maintains a certain level of skills, which positively impacts service delivery. Results also revealed that there is a strong relationship between Talent management and service delivery and that Talent management is a key component in municipality service delivery that can only be achieved if a municipality practice and implement Talent management consistently. Furthermore, results have shown that lack of leadership, public servants’ commitment to efficient service delivery, and cadre placement contradict smooth succession and talent retention. A quantitative research methodology was used in the collection and analysis of data. A sample of 312 municipal officers was considered to participate in the study. The study utilised SSPS software to perform an analysis of the dataItem The nexus between project management and service delivery in the eThekwini Municipality(2022) Mnembe, Fikile Queen; Murwirapachena, GeniusService delivery is placed as the main function of municipalities in Section 152 of the South African Constitution. However, municipalities generally struggle to deliver public services efficiently. As a result, municipalities typically endure ongoing pressure to enhance service delivery and make prudent decisions with integrity and transparency. One of the reasons for service delivery challenges across South African municipalities is the lack of proper and effective project management. Generally, municipalities struggle to implement projects that harmonise national government policies and procedures. This study explores the nexus between project management and public service delivery using a case study of the eThekwini Metropolitan Municipality. A qualitative methodological approach was adopted to address the research questions raised in the study. Semi-structured interviews were used to collect qualitative data from 30 workers at the eThekwini Municipality. The thematic data analysis approach was adopted to analyse data. The study found that, there is a relationship between project management and service delivery, there are gaps in the link between project management and service delivery, whilst document reviews established that policies in place are not reviewed and are mostly implemented as drafts. Seven key challenges of project management in the eThekwini Municipality were identified and their impact, as well as recommendations to improve service delivery in the municipality. It is recommended that there is need for ethical leadership in addressing project management and service delivery challenges in local government. Ethical leadership ensures transparency and accountability in project management and service deliveryItem An examination of community perceptions on service delivery : a case study of Ntabankulu Local Municipality(2022) Dabula, Mphumzi; Fagbadebo, Omololu M.This study examined community perceptions on public service delivery in Ntabankulu Local Municipality. Members of the communities in Ntabankulu Municipality often protest their dissatisfaction with public services being delivered by the government. The study investigated the root causes of poor service delivery in the Municipality. Using interviews and questionnaires as methods of data collection, the study engaged 93 participants, selected randomly to participate in the interview and administration of questionnaires. These participants were drawn from community members, councillors, and ward committee members. The study found that the lack of capacity jeopardises effective service delivery to the communities in Ntabankulu Local Municipality. Other factors that hinder effective service delivery in the municipality include a shortage of financial resources and grant dependency. The findings revealed further that the high backlog of service delivery in Ntabankulu and the non-service delivery is negatively affecting the standard of living of members of the community. The study also found that Ntabankulu Local Municipality limited technical resources in the handling of certain services that required expert knowledge. The use of consultants in place of this absence has not been able to provide the necessary services to the satisfaction of citizens. Other findings suggested that service delivery protests in Ntabankulu are about water and road infrastructure. The recommendations highlighted that Ntabankulu Local Municipality should procure its plant machinery to maintain the access roads and not outsource such services. It was recommended that the municipality should deliver water in water Tanker Trucks at least twice a week while it is trying to provide them with water taps to ensure that community members have access to clean waterItem Exploring corporate governance practices on state entities : a case study of Umgungundlovu District Municipality(2022-04) Nyalungu, Jey Difference; Agbenyegah, Albert Tchey; Dlamini, Bongani InnocentMunicipalities across the country continue to face growing criticisms due to lack of performance and providing services to communities. In South Africa, the district and local municipalities are no exception to the lack of performance. The perception to establish a working climate within the structures of the South African municipalities call for the municipal authorities to do more to increase the level of performance across the existing structures. Given this backdrop, this empirical study explored corporate governance practices of state entities with specific reference to three selected local municipalities in the uMgungundlovu district municipality. This empirical study aims to understand corporate governance practices towards performance in selected municipalities. Empirical datasets were sourced during semi-structured interviews aided by FGDs. The researcher applied semi-structured interviews to gather primary data from 106 participants and three FGDs to triangulate the research findings. Interview schedule and questionnaire were employed to collect quantitative and qualitative datasets. Quantitative data was analysed through the Social Package for the Social Science (SPSS) with several techniques including t-test, Analysis of Variance (ANOVA), Chi-square as well as regression. These tools were used to test the null and alternate hypotheses. In terms of qualitative data, thematic analysis was employed to conduct the analysis for interpretations. Empirical data was supported by outcomes based on secondary datasets. The findings revealed lack of corporate governance knowledge that makes it impossible for municipalities to perform to their optimum. One of the key findings that emerged was that “fairness” contributes to the overall municipalities’ performances. Based on all the seven principles of corporate “fairness” was the only concept that needs serious applications in the municipalities to stimulate performance, this empirical study recommends the need to provide adequate education and training to all employees of the municipalities with information on corporate knowledge. More knowledge regarding the practical applications of the corporate governance principles to increase performance in municipalities. Furthermore, education is required to explain the governance practices with the municipalities. Municipal authorities such as the ward councillors and Municipal managers must be advised to pay regular visits to communities to ascertain the needs of community members. The researcher suggests ongoing educational and training programs to provide employees with knowledge in corporate governance.Item The influence of human resource development on employee performance and service delivery at a local municipality in the Eastern Cape(2022-04) Nama, Khuselwa; Lourens, Melanie Elizabeth; Daweti, BaphiweThe study examined the influence of human resource development on employee performance and service delivery. Employees who receive valuable training and development have the potential to improve performance and provide quality service delivery. Community demands for essential services from public sector employees seem to have increased over time. To address community demands, municipalities depend on skilled employees to deliver desired performance. Public sector employees require ongoing and relevant development by means of which to supply quality essential services to the public. In South Africa, the development of public sector employees appears neglected which may lead to the inadequate provision of essential services exemplified by clean water. Located in a positivist philosophical lens, the study adopted a quantitative crosssectional research paradigm, using a survey design. The research site for conducting the survey was Mbhashe Local Municipality in the Eastern Cape province of South Africa. Based on a target population of 265 (N=265), a stratified random sample of 155 (n=155) respondents was drawn. Structured questionnaires were used to collect data and 115 questionnaires were returned. Data was analysed using statistical procedures and measurements such as correlation tests and multiple regression analysis. The findings of the study revealed that human resource development had a positive influence on employee performance and service delivery. The study recommends the provision of training and development interventions to capacitate public sector employees. Future studies can probe the awareness of human resource development within the public sector.Item A rural perspective on the practice and challenges of community participation in post-apartheid South Africa insights from rural Beaufort-West Municipality(International Institute for Science, Technology and Education, 2021-04) Davids, Gregory; Prince, T.; Makiva, Msuthukazi; Fagbadebo, Omololu M.Post-apartheid South African (SA) government devised legalized platforms for citizen participation to channel their voice towards public policy formulation, implementation, outcome, and its impact. Instead of using these platforms, dissatisfied communities with service delivery resort to social protests and unrest. Indeed, citizens’ voice and participation in government decision-making through social protests, is among the critical elements to democracy and good governance. The study sought to investigate the practice and challenges there are, with regards to community participation at the local level within selected rural communities, in South Africa. The study relied on qualitative research methodology to gather primary data. Extant literature was consulted to collect secondary data so that the phenomenon is greatly understood. The results showed that community participation is practiced as a once-off event instead of being viewed as a process that is comprised of interrelated activities. The study concludes that effective community participation requires continual engagement across the entire policy planning, decision making, and implementation stages. Furthermore, as each public policy phase has its challenges, flexible strategies are required to facilitate community engagement and participation. This, for instance, will increase the degree of decision-making consensus, while by default reduce the level of community dissatisfaction with service delivery, which currently South Africa experiences, through social unrest.Item The Ubuntu and Batho Pele principles : the two overarching South African concepts for business and management application(Emerald Publishing, 2022-07-11) Zondo, Robert Walter Dumisani; Ogunyemi, Kemi; Ogunyemi, Omowumi; Anozie, AmakaManagement theory and practice have been developed mostly based on Western capitalist principles and imported into other nations. Some of these nations have their own indigenous principles though these are less well known. This chapter presents the values and concepts of Ubuntu and Batho Pele, both prominent business doctrines originally applied in the South African context. Many scholars have pointed out the notion of Ubuntu as a philosophy that encompasses the beliefs, values, and behaviours of most South African people. It is a spirit of humaneness, caring and community, harmony, hospitality, and mutual respect among individuals and groups. It shows in the thinking and behaviour of African people towards others. Batho Pele, literally meaning ‘people first’ is a concept emanating from the Ubuntu principle that means putting other people ahead of one’s needs. It started with the drive to put others first, propagated from the advent of democracy in South Africa in 1994. This idea of prioritising others’ needs then gave rise to various service delivery policies, for example, the 1997 Batho Pele White Paper. Batho Pele, as adopted from Sotho–Tswana languages, was an initiative introduced by the Mandela administration to change the public service at all levels to be more focussed on continuously delivering and improving on excellent service.Item Stakeholders’ involvement in service delivery at eDumbe Municipality(AOSIS, 2022-02-28) Zwane, Zweliknona; Matsiliza, Noluthando S.Background: Stakeholders have diverse interests in the provision of public services; hence, they support municipalities in responding to communities’ basic needs by engaging them in decision-making and in offering development support.Aim: This article aims at assessing stakeholders’ engagement in service provision at eDumbe Municipality, in Kwazulu-Natal. The main objective was to improve service provision and development at eDumbe local area.Setting: eDumbe municipal area is the study location where data were collected by researchers.Methods: A qualitative approach was employed to collect and analyse data, using the case study design.Results: It has emerged that resource management, socio-economic factors and governance issues are barriers in successfully achieving stakeholders’ full support in service delivery.Conclusion: This study demonstrated dynamics of limited stakeholders’ engagement at eDumbe. It is recommended that municipality must improve its relations and strategies for engaging stakeholders to improve their participation in service provision. Findings from this study contribute to the existing knowledge of participatory democracy in South Africa.