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Implementation challenges of performance monitoring and evaluation in the O.R. Tambo District municipality

  • Authors: Sotshongaye, Sibongile Goodman
  • Date: 2012
  • Subjects: Local government -- South Africa -- Eastern Cape , Public administration
  • Language: English
  • Type: Thesis , Masters , MA
  • Identifier: vital:8307 , http://hdl.handle.net/10948/d1020028
  • Description: This treatise investigates the implementation challenges of performance monitoring and evaluation in the O R Tambo District Municipality. The treatise comprises five chapters. The study is based on the assumption that O R Tambo District Municipality, like any other municipality in South Africa, particularly in the Eastern Cape, is confronted with the implementation challenges of performance monitoring and evaluation. ORTDM has a performance-management system that is not fully implemented, and needs to put into context its challenges, in order to appropriately make those interventions relevant to the situation. The fact that the performance- management system has not yet been cascaded to the lower level employees creates difficulties in performance monitoring and evaluation. There has been a deep concern that municipalities are underperforming, and yet with no visible steps being taken to improve the situation. If the O R Tambo District Municipality is attempting to achieve the objectives of the local government, as stated in the Constitution of the Republic of South Africa, 1996, it is then necessary to properly implement performance monitoring and evaluation, as mechanisms to accelerate service delivery. This has the potential to improve the quality of life of the citizens of O R Tambo District Municipality. This study provides the general background to the implementation challenges of performance monitoring and evaluation in the O R Tambo District Municipality. The challenges of performance monitoring and evaluation, the determinants of performance monitoring and evaluation, as well as the theories used in performance monitoring and evaluation will be addressed. The study presents the findings resulting from the analysis of the data provided by the respondents. Amongst the findings of the study there is a view that the O R Tambo District Municipality does not have monitoring and evaluation specialists who could ensure that performance is being periodically evaluated, in order to close policy gaps that might be in existence. Non-involvement or partial involvement of communities has the potential to cause stagnation, as people generally lack monitoring skills. Some of the ecommendations include: the skills development of all the stakeholders, especially those with the mandate to deliver on behalf of government, that is, political office bearers, together with the technical support wing. Performance monitoring and evaluation under the proposed recommendations could be enhanced and positive changes could be realised.
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  • Date Issued: 2012

Implementation challenges of the performance management policy at the Joe Gqabi District Municipality public hospitals

  • Authors: Mbethe, Zakanzima
  • Date: 2012
  • Subjects: Performance -- Management , Employees -- Rating of , Municipal government -- South Africa -- Eastern Cape
  • Language: English
  • Type: Thesis , Masters , MA
  • Identifier: vital:8285 , http://hdl.handle.net/10948/d1018498
  • Description: Public administration seems to have shifted towards the New Public Management doctrines that emphasize performance management. The healthcare reforms have been a global phenomenon ever since the early 1980s, with the major focus on managerial restructuring, to produce a more responsive and efficient system (Liang and Howard , 2007:393). The South African public sector has gradually introduced a comprehensive performance management system, since the early 80s. In response, the Province of the Eastern Cape began the design and the development of a performance-management policy in early 2000. This policy was later refined and aligned to the National Department of Public Service and Administrations’s performance management policy. The policy was intially implemented in the Province of the Eastern Cape in mid-2003, through a Performance Management and Development System (PMDS). Moderating Committees were established at each level of government, and at the institutional level. The mandate of these Moderating Committees was to ensure the proper implementation of the perfomance-management policy. The purpose of the policy is to provide practical guidelines on the improvement of individual and organisational performance; however, the implementation challenges of this policy have been identified in Joe Gqabi Health District. This study evaluates the implementation challenges of performance-management policy at all the Joe Gqabi District Municipality public hospitals. The main objectives of the research study are, therefore, to : To provide exposition of the provision of the Province of the Eastern Cape performance management policy and regulatory guidelines; To analyse the utilization of performance-management information for determining emunerations, rewarding outstanding performance and for the development of the personnel; To provide a set of recommendations for the policy implementation to improve service delivery in the Joe Gqabi Health District. Both qualitative and quantitave methods were utilised to collect the data for the study. The research questionnaire was distributed to the eleven public hospitals in the Joe Gqabi Health District. The response rate was 52percent and this was considered adequate for scientific analysis and reporting. The research study reached the conclusion that there is generally poor adherence to policy guidelines in the district, in that: Although most hospitals have structured PMDS committees, their meetings are inconsistent, and are generally held only once a year during final assessment.  Performance contracts are signed very late, towards the end of the first quarter. Performance-related bonuses are also effected very late, and are considered a demotivating factor by most participants. The support provided by the provincial and district offices for the implementation of the performance-management policy was viewed as being quite inadequate by most of the participants. The majority of the respondents recommended that the policy be replaced by another form of performance management; however, some considered it adequate, but the implementation of the policy requires further attention. The study therefore came to the following recommendations: The Province and the District should provide consistent support to district hospitals for the implementation of the performance-management policy. The provincial offices should authorize performance-related payments timeously, and the district should effect these payments promptly. The co-ordination of the skills-development programme should be decentralized, in order for district hospitals to improve their efficiency and effectiveness in co-ordination. The Accounting Officers of the respective institutions should monitor the implementation of these policy guidelines to ensure compliance. The research findings conclude that provided the above recommendations are implemented, this would improve the implementation of the provincial performance-management policy, and service delivery in public hospitals in the Joe Gqabi District Municipality.
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  • Date Issued: 2012

Implementation of a standardised insulin protocol in a tertiary level referral hospital

  • Authors: Smith, Charné
  • Date: 2012
  • Subjects: Diabetics -- Treatment -- South Africa Insulin -- Patients -- South Africa , Drugs -- Dosage forms Diabetics -- Care -- South Africa
  • Language: English
  • Type: Thesis , Masters , MPharm
  • Identifier: http://hdl.handle.net/10948/18387 , vital:28632
  • Description: In severely ill hospitalised patients with diabetes mellitus (type 1 and type 2) there is an increase in metabolic rate. Insulin requirements are increased and glycaemic control becomes more difficult to achieve. The insulin sliding-scale is a form of „top up‟ therapy used to supplement the patients existing hypoglycaemic medication. In 2002, research at Livingstone Hospital found that 14 different sliding scales were used in 38 patients (Du Plessis, 2002: 79). In 2006 the nurses and doctors working in the general medical wards at Livingstone Hospital indicated that they were willing to use a standardised insulin sliding scale protocol (Smith, 2006: 56). Thus the aim of this study was to assess whether a standardised insulin protocol can be effectively implemented. The objectives of the study were to: 1) assess insulin usage via insulin sliding scales prior to the implementation of the standardised insulin protocol; 2) implement the standardised insulin protocol; and 3) reassess insulin usage after the implementation of the standardised insulin protocol. As the study involved evaluating the use of insulin via the insulin sliding scale and the implemented insulin protocol, it occurred in four phases. The preliminary phase entailed obtaining ethical approval. The pre-intervention phase included data collection in the form of a nursing questionnaire and the auditing of patient medical records using a data collection tool. The intervention phase involved education sessions on the new insulin protocol for the nursing staff, and the implementation of a standardised insulin protocol, while the post-intervention phase comprised of post-intervention data collection, which included a nursing questionnaire, a prescribers questionnaire and the auditing of patient medical records using a data collection tool. The overall impression obtained from the comparison between the pre- and post-intervention nursing questionnaire was conflicting; in some aspects the educational intervention was successful in others not. Regardless the indication obtained was that the nursing staff require more in-service training on a more regular basis as a lack of knowledge regarding diabetes mellitus as a disease state may negatively affect patient outcomes. The overall response from the nursing staff towards the insulin protocol was positive. The prescribers‟ response to the insulin protocol was conflicted. The number of correct insulin sliding scale doses administered in the pre-intervention and post intervention phase improved by 5.25 percent. The number of incorrect insulin sliding scale doses administered during the pre- and post -intervention phase decreased by 5.25 percent. These results are positive and may be due to fewer sliding scales being prescribed in the post-intervention phase and the implemented insulin protocol. Only three (5.55%; n=54) inpatients with Type 1 diabetes mellitus were placed on the implemented protocol that is, the basal bolus regime, and rarely were dose adjustments to their insulin made rendering the effectives of the protocol undesirable. Only four (7.40%; n=54) inpatients with Type 2 diabetes mellitus were placed on the implemented protocol that is, an intermediate- to long-acting insulin (Protophane®). However all four patients experienced immediate improvements in their fasting blood glucose levels. These results indicated that by adding an intermediate- to long-acting insulin (Protophane®) to the therapy of a patient with Type 2 diabetes mellitus fasting blood glucose levels decrease. This would improve patient outcomes and decrease the risk of related diabetic complications. These limited results may indicate a clinical inertia on the part of the prescribers. Unfortunately overall the educational intervention was not successful and the implementation of the protocol was not successful and did not yield the desired results.
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  • Date Issued: 2012

Implementation of environmental learning in the NSSC biology curriculum component: a case study of Namibia

  • Authors: Tshiningayamwe, Sirkka Alina Nambashusan
  • Date: 2012
  • Subjects: Environmental education -- Namibia -- Case studies Environmental education -- Study and teaching (Secondary) -- Namibia -- Case studies Environmental education -- Evaluation -- Namibia -- Case studies Biology -- Study and teaching (Secondary) -- Namibia -- Case studies Biology -- Curricula
  • Language: English
  • Type: Thesis , Masters , MEd
  • Identifier: vital:1564 , http://hdl.handle.net/10962/d1003446
  • Description: In the context of ecological crisis and environmental deterioration, teaching about environmental issues and the preservation of the world’s environment has become increasingly important across the globe (Chi-chung Ko & Chi-kin Lee, 2003). Of the various subjects taught in secondary schools, Science is often perceived as one that can make a significant contribution to environmental education. It is in this light that the study has looked at how Grade 11 and 12 Biology teachers in the Namibian context implement Environmental Learning (EL). This study was constituted as a case study of two schools in Windhoek, in the Khomas region. The study investigated the implementation of EL in the Biology curriculum focusing on the constraints and enabling factors influencing the implementation. This study employed qualitative methods, specifically semi-structured interviews, classroom observations and document analysis in its investigation of EL implementation. Purposive sampling was done and piloting of interview and observation schedules was used to refine the schedules. Ethical issues were taken into consideration throughout the study. The key findings from the study are as follows: - Teachers’ knowledge and interest in environmental education influence how teachers facilitate EL; - There is a mismatch between EL theories and practice; - Teaching of EL is mainly informed by the syllabus and not other curriculum documents, - Current assessment policy and practice impact on EL; and - Possibilities exist for improving EL in Namibia’s Biology curriculum. These key findings have been used to make recommendations for the study which are as follows: - Strengthen the subject content and interest of teachers; - There should be a match between EL theories and practice; - Reorient curriculum documents and other learning support materials used for EL; - Change in assessment approaches; and - Translate constraints of EL into enablers. The study concludes by calling for further research into EL pedagogies. This can be used to improve EL implementation in the region where the study was situated.
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  • Date Issued: 2012

Implementation of procurement procedures in the education district of King William's Town

  • Authors: Mabece, Victor Nkosabantu
  • Date: 2012
  • Subjects: Education -- Procurement , Government purchasing -- Education
  • Language: English
  • Type: Thesis , Masters , MA
  • Identifier: vital:8290 , http://hdl.handle.net/10948/d1018670
  • Description: The study investigated the implementation of procurement procedures in the King William’s Town Education District. In spite of the provisions of the Constitution of the Republic of South Africa, Act 108 of 1996 and Public Finance Management Act No 1 of 1999(PFMA), in respect of the provision of services, procurement in the King William’s Town Education District is flawed. The study explored the legislative framework governing procurement procedures in the District, the extent of compliance and non compliance with procurement procedures, and the causes of flawed procurement procedures. A descriptive case study was used to describe, analyse and interpret a particular phenomenon, in this case the procurement procedures in the King William’s Town Education District. Purposive sampling was chosen for this study to create an understanding of the research problem, and to complement the case study method in eliminating any potential bias in the data. Respondents included mainly the managers in the District, who are instrumental in the implementation of procurement processes in the District. Self administered interviewing schedules were used for respondents to answer without the assistance of the researcher. The study found out that the District was lagging behind in respect of compliance to procurement procedures, monitoring and evaluation, and accountability. Based on the above findings, the study recommended the following: (a) strengthening accountability in all managers and public servants, (b) professional training and education of personnel and managers in order to be able to implement procurement processes, (c) establishment of compliance office, (d) introduction of complaints mechanisms, and (e) effecting monitoring and control mechanisms.
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  • Date Issued: 2012

Implementation of the Zimbabwe National Orphan Care Policy: implications of partnership between government and civil society

  • Authors: Chimange, Mizeck
  • Date: 2012
  • Subjects: Political participation -- Zimbabwe , Civil service -- Zimbabwe , Political leadership -- Zimbabwe , Public administration -- Zimbabwe -- Citizen participation , Orphanages -- Zimbabwe , Orphans -- Zimbabwe , Zimbabwe -- Politics and government , Zimbabwe -- Social conditions
  • Language: English
  • Type: Thesis , Masters , M Soc Sc (Dev)
  • Identifier: vital:11435 , http://hdl.handle.net/10353/d1007188 , Political participation -- Zimbabwe , Civil service -- Zimbabwe , Political leadership -- Zimbabwe , Public administration -- Zimbabwe -- Citizen participation , Orphanages -- Zimbabwe , Orphans -- Zimbabwe , Zimbabwe -- Politics and government , Zimbabwe -- Social conditions
  • Description: The study focused on the exploration of the implication of partnership between the government and civil society organizations in the implementation of the Zimbabwe National Orphan Care Policy (ZNOCP). The study was carried out in Masvingo District in Zimbabwe to explore on the feasibility of inter-organizational interaction in policy implementation and how it affects the service delivery system. The study incorporated government departments, civil society organizations and ward councillors who stood as the custodians of the people. The study was intended on unveiling the different contextual aspects that exist between government departments and civil-society organizations (CSOs) as individual and separate entities and how the compromising of their values would affect the partnership. Looking at the hierarchical and bureaucratic features of government institutions, the study also intended to understand how this could be concealed and compromised with CSOs‟ open agendas in public policy implementation to ensure effective service delivery to the people. The 5C protocol, critical variables in policy implementation which are policy content, context, capacity, commitment of those entrusted with the implementation process and also clients and coalitions were used as the yardsticks. These variables acted as a yardstick on which to analyze the partnership between the Zimbabwean government and the civil society in the implementation of the Z.N.O.C.P, their different attitudes, bureaucratic settings, organizational culture, values, norms, and how their readjustments or failure affect the service delivery system. It also became imperative to look at the government legislations that govern the CSO space of operation and financial aspects to understand the implications of partnership between government and civil society. An understanding of these aspects leads to an increased understanding of the feasibility of state-CSO partnerships and its implications on policy implementation.
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  • Date Issued: 2012

Implementing lean principles to improve processes at NMMU Business School

  • Authors: Malange, Nandipha
  • Date: 2012
  • Subjects: Lean manufacturing -- South Africa -- Port Elizabeth , College applications -- South Africa -- Port Elizabeth , Universities and colleges -- South Africa -- Port Elizabeth -- Admission
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:8801 , http://hdl.handle.net/10948/d1017028
  • Description: This time of great change, of shifting paradigms, provides a great platform for universities to rethink their processes (Duderstadt, 2000). Thanks to the pioneering success of the Toyota Motor Company for the invention of lean manufacturing. This operating system has been implemented in many manufacturing companies, with recent successes reported in the service industry. With its focus on quality improvement, cost reduction, efficiency and excellency, lean has been recognised as one of the mechanisms for process improvement and organisational change. In terms of fully embracing lean principles, the service industry still lags far behind the manufacturing, with institutions of higher learning still quite far. Numerous authors have confirmed that institutions of learning are not an easy environment to change. Universities are still characterised by bureaucratic systems based on conventional processes that are not necessarily relevant to today‘s world. The old saying that change in the universities occur one grave at a time is not farfetched (Hines and Lethbridge, 2008 and Paul and Brindley, 1996). The impact of globalisation on business education and how to respond to this phenomenon is a challenge. This necessitates a need for more streamlined and efficient organisations; hence lean has been promoted as a strategy to achieve competitive advantage (Simmons and Masson, 2003). The research study aims to identify areas where lean principles can be implemented to improve the NMMU MBA application process. Semi-structured interviews were conducted with employees directly involved in the process in order to understand it better. The results of the respondents were reported in a process chart diagram and spaghetti diagram. The interviews also revealed five themes that emerged during the analysis of responses. These themes formed the basis for development of recommendations in Chapter 6 of the study.
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  • Date Issued: 2012

Implementing the integragrated development plan for effective service delivery : the case of Mnquma Municipality

  • Authors: Siyaya, Nompendulo Vuyolwethu
  • Date: 2012
  • Subjects: Public Administration -- South Africa -- Eastern Cape , Local government -- South Africa -- Eastern Cape
  • Language: English
  • Type: Thesis , Masters , MA
  • Identifier: vital:8309 , http://hdl.handle.net/10948/d1020030
  • Description: This study is about implementing the Integrated Development Plan (IDP) for effective service delivery: The case of Mnquma municipality. The need for improved standards of living and access to better infrastructure which are seen as crucial issues in addressing poverty have necessitated the introduction of the Integrated Development Planning. The IDP looks at the economic and social development. It aims to coordinate the work of the local government in a coherent plan to improve the quality of life of all the people living in an area. Many municipalities in South Africa are faced with the challenge of service delivery and Mnquma is one of those municipalities. There are still backlogs in service delivery in Mnquma. This study was triggered by the high level of poverty, high unemployment rate and the non service delivery in Mnquma municipality. It sought to understand whether the IDP is serving its purposes in the Mnquma Municipality. Questionnaires were used as a method of collecting data. The respondents were asked to give their opinions on the impact of IDP in Mnquma, the IDP implementation for effective service delivery, and highlight the challenges that they think hinder the IDP from realizing its intended goals. The results of this study show that there is lack of communication between the municipality and the community. The study uncovered that the communities do not understand the purpose and existence of the IDP document. IDP is a tool to fast track service delivery. The study argues that without its proper implementation, service cannot be rendered effectively and efficiently.The research findings also point out the need for sensitizing the community about the need to participate in the affairs of their development so that the IDP can be a true reflection of their needs. The mantra of this research is effective service delivery through the implementation of the IDP.
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  • Date Issued: 2012

Implications of financial poverty on schooling and management in the Centane Unit

  • Authors: Mvenene Nongcwalisa
  • Date: 2012
  • Subjects: Poverty -- Economical aspects -- Schooling and management
  • Language: English
  • Type: Thesis , Masters , M Ed
  • Identifier: vital:18467 , http://hdl.handle.net/11260/d1009454
  • Description: This study sought to find out the implications of poverty on schooling and management in the Centane Educational Unit. Centane Educational Unit is part of the Mnquma Local Municipality. The other Educational units that constitute the Mnquma are Butterworth and Ngqamakhwe. The Mnquma is one of the 7 local municipalities that form Amathole District Municipality. The other areMbhashe, Amahlathi, Great Kei, Ngqushwa, Nkonkobe and Nxuba. Quantitative and qualitative and research designs were used. Questionnaires and interviews were used to collect data from the principals, the school governing bodies parent members, educators and learners of 5 selected section 20 junior secondary schools. Participants were selected using a random sampling technique. The sample was made up of 5 principals, 20 SGB parent members (4 from each school), 10 educators (2 from each school) and 10 learners (2 from each school). Learners were selected from the senior phase. The total number of the sample was 45. The researcher analysed the data collected by means of Statistical Package for Social Sciences. The findings were that poverty- whether absolute or relative- had an adverse impact on schooling and management in the Centane Educational Unit. Its impact relates to parents’ inability to meet financial school requirements. This impact ranges from learners’ poor attendance to school, learners’ lack of concentration on studies, poor participation on extra-mural activities and parents’ failure to pay for school needs. On the basis of the negative effects of poverty on schooling and management recommendations were made in order to conscientise stakeholders on how best they could push back the frontiers of poverty and obviate its detrimental effects on our education system. The researcher encountered such limitations as the geographical location of schools which are scattered and far apart, working responsibilities and pressures, bad and impassable roads, financial commitments, negative attitudes of certain educators, principals and parent components of the School Governing Bodies (SGB) and officials of the Department of Education towards the researcher’s aims of undertaking this study. However, the researcher managed to work with the interviewees as she tried to address these challenges through interactions with her informants.
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  • Date Issued: 2012

Implications of food value chain support structures for water resource management by smallholder farmers in the Eastern Cape Province

  • Authors: Arowolo, Steven Alaba
  • Date: 2012
  • Subjects: Agricultural assistance -- South Africa -- Eastern Cape , Agricultural productivity -- South Africa -- Eastern Cape , Agricultural extension work -- South Africa -- Eastern Cape , Agricultural development projects -- South Africa -- Eastern Cape , Rural development -- South Africa -- Eastern Cape , Farm produce -- South Africa -- Eastern Cape -- Marketing , Sustainable development -- South Africa -- Eastern Cape , Water resources development -- South Africa -- Eastern Cape
  • Language: English
  • Type: Thesis , Masters , MSc Agric (Agricultural Economics)
  • Identifier: vital:11181 , http://hdl.handle.net/10353/d1001027 , Agricultural assistance -- South Africa -- Eastern Cape , Agricultural productivity -- South Africa -- Eastern Cape , Agricultural extension work -- South Africa -- Eastern Cape , Agricultural development projects -- South Africa -- Eastern Cape , Rural development -- South Africa -- Eastern Cape , Farm produce -- South Africa -- Eastern Cape -- Marketing , Sustainable development -- South Africa -- Eastern Cape , Water resources development -- South Africa -- Eastern Cape
  • Description: Smallholder agriculture is faced with so many challenges despite all the policies and programmes that have been channelled towards ensuring improvement in this sector. Improving smallholder agricultural productivity requires that smallholder farmers gain access to reliable and adequate farmer support services such as physical infrastructures like good road network, functional irrigation facilities, extension services, finance and efficient marketing system. However, these support services are lacking in a vast majority of the rural communities in which the smallholder farmers live and work. This study is centred on governance within the food value chains, with specific focus on butternuts and chicken value chains;with a view to identifying those factors preventing smallholder farmers from accessing the mainstream market. Ciko and Mbozi villages in Mbashe local municipality were used as the research sites for the study. Data were collected across the two villages through sampling of 100 individual farming households based on random selection; questionnaires and checklist of questions were used as tools to access information from farmers through focus group discussions, personal interviews and key informants. In addition,Ciko Santrini project and foundation community project, which are the two agricultural community projects located within the study area were also investigated. Conceptual and analytical frameworks were employed in the research analysis. Williamson’s 4-level of social analysis and the sustainable livelihood frameworks were used to conceptualize the analysis. Inferential analysis was carried out using binary logistic regression and discriminant analysis with focus on butternuts and cSmallholder agriculture is faced with so many challenges despite all the policies and programmes that have been channelled towards ensuring improvement in this sector. Improving smallholder agricultural productivity requires that smallholder farmers gain access to reliable and adequate farmer support services such as physical infrastructures like good road network, functional irrigation facilities, extension services, finance and efficient marketing system. However, these support services are lacking in a vast majority of the rural communities in which the smallholder farmers live and work. This study is centred on governance within the food value chains, with specific focus on butternuts and chicken value chains;with a view to identifying those factors preventing smallholder farmers from accessing the mainstream market. Ciko and Mbozi villages in Mbashe local municipality were used as the research sites for the study. Data were collected across the two villages through sampling of 100 individual farming households based on random selection; questionnaires and checklist of questions were used as tools to access information from farmers through focus group discussions, personal interviews and key informants. In addition,Ciko Santrini project and foundation community project, which are the two agricultural community projects located within the study area were also investigated. Conceptual and analytical frameworks were employed in the research analysis. Williamson’s 4-level of social analysis and the sustainable livelihood frameworks were used to conceptualize the analysis. Inferential analysis was carried out using binary logistic regression and discriminant analysis with focus on butternuts and chicken production among the smallholder farmers in the study area to determine factors that could encourage farmers ‘access markets. The results showed that factors such as; assistance from government agency, partnerships with private and public institutions and farmers’ decision due to access to information were significant at 1% level for both butternuts and chicken production. On the other hand, factors such as provision of input subsidy and farmers’ membership of agricultural development projects are significant at 5% level. The findings suggest that adoption of any or combination of the significant factors could serve as good support structures for farmers and they could directly help them market their produce efficiently.
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  • Date Issued: 2012

Improving customer retention at a selected medical fund through internal service quality and customer relationship management

  • Authors: Xaluva, Bongiwe Lumka
  • Date: 2012
  • Subjects: Customer relations -- Management , Customer services , Consumer satisfaction
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:8638 , http://hdl.handle.net/10948/d1008118 , Customer relations -- Management , Customer services , Consumer satisfaction
  • Description: In today’s competitive arena, organisations need strategically to shift their focus from primarily concentrating on new customer acquisitions and rather to realise the importance of improving customer defections, thus looking at strategically retaining the existing customer base. Customer retention to all intents and purposes reflects the core of any service offering organisation and drives the competitiveness and viability of the business. Customer retention is a concern for all sector organisations including the medical aid schemes industry. It has been proven that retaining customers is less costly than attracting new ones and through a satisfied customer a business can elevate its competitiveness in the market. The significance of the study hinges on the importance of each business having comprehensive knowledge of why customers remain loyal patrons or why they choose to defect. It is important to note that the financial resources and time the business expends on improving service to the customer become futile if not matched by the high performance of the internal business units’ strategies. Having an understanding of customer movement will assist the organisation in properly addressing such issues and employing strategic processes that will enable the business to improve its retention strategies and curb defections. The primary objective of the current study was to investigate the impact internal service quality and customer relationship management have on customer retention. The study employed the SERVQUAL model as a measuring tool in establishing the relationship. The study investigated how customer retention (the dependent variable) is influenced by the different elements of internal service quality, namely assurance, empathy, service reliability, responsiveness, tangibles and elationship management, which represented the independent variables. The sample comprised eighty-one (81) out of a possible 130 AA Medical Scheme participants through the organisation’s four national offices. The empirical results showed that of all the variables relationship management, responsiveness and the tangibles have a positive impact on customer retention in medical aid schemes.
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  • Date Issued: 2012

Improving employee job performance in the Nelson Mandela Bay Municipality (NMBM)

  • Authors: Maqungo, Thandeka Abigail
  • Date: 2012
  • Subjects: Employee motivation -- South Africa -- Eastern Cape , Labor productivity -- South Africa -- Eastern Cape , Performance standards
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:8805 , http://hdl.handle.net/10948/d1017533
  • Description: The South African national government has bestowed certain authority on local governments in order for community services to be delivered by officials who are closer to the community and who will consider community needs. Post-apartheid South Africa is confronted with a major challenge in ensuring that municipalities deliver optimal and professional services to ratepayers of all ethnic and diverse cultures. Municipalities have important objectives to implement, while service delivery is one of its major goals. The ratepayers in the NMBM have complained and protested against poor service delivery that resulted from poor job performance by NMBM employees. It is therefore necessary to investigate the obstacles that are hindering the NMBM employees in exhibiting effective and satisfactory job performance in order to deliver the required services to the customers. The primary objective of the study is improving employee job performance in the NMBM by investigating the factors that influence such performance. More specifically, the study investigates the influence of job involvement, team work, organisational communication, skills development and training, recognition and pay and rewards on the job performance of NMBM employees. Convenience sampling was used to select a sample of 250 respondents from the large population of about 2 000 NMBM employees. The sample was stratified to include all occupational levels including the executive mayor, portfolio councillors, executive directors, and financial officers, operating officers, chiefs of staff, directors, assistant directors, senior managers, professionals and blue collar staff. Two hundred and fifty questionnaires were distributed, but only 200 usable questionnaires were returned, producing a response rate of 80 percent. The empirical results showed that recognition systems, job prestige, skills recognition, and skills development and training were significantly related to the job performance of the NMBM employees. Job involvement, fringe benefits, pay and rewards, teamwork and organisational communication were not significant related to the job performance of the NMBM employees. The study provides managerial and future research recommendations in this regard.
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  • Date Issued: 2012

Improving service quality and operations at a South African private healthcare clinic through the implimentation of lean principles

  • Authors: Theunissen, Dirkie Petra
  • Date: 2012
  • Subjects: Hospital care -- South Africa -- Quality control , Hospital care -- South Africa -- Cost effectiveness
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:8882 , http://hdl.handle.net/10948/d1020654
  • Description: Although open to debate, it is something of an undisputed fact and has been since the days of Florence Nightingale, that hospital management is frustrated with recurring problems - many of them due to broken processes. Hospitals are places of phenomenal healing and heroic care. However, as with any human-led endeavour, there are problems. (Grunden (2009)) A first time use of the word ‘lean’ generally begs some explaination as it is not a commonly used word. The simplest way to explain the word is by way of the introduction of the concept known as ‘lean management’. Lean management is a methodology which allows hospitals to advance the quality of patient care by reducing errors and waiting times. Lean is a system of reinforcement of hospital business for the long term thereby reducing costs and risk. Kanban (2009) states that lean is a toolset; a management system and a viewpoint that can change the way hospitals are structured and managed. Lean helps managers to comprehend and identify broken systems and to improve these in small parts, while employees aid in finding solutions for broken systems. This proposal analyses the effect lean tools have had within Arwyp Medical Centre in Kempton Park, South Africa.
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  • Date Issued: 2012

Improving the performance of SME building contractors through the implementation of TQM philosophy

  • Authors: Ntsholo, Vukani Patrick
  • Date: 2012
  • Subjects: Total quality management -- South Africa -- Eastern Cape , Business enterprises -- South Africa -- Eastern Cape , Construction industry -- South Africa -- Eastern Cape
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:8814 , http://hdl.handle.net/10948/d1018741
  • Description: The study focused on identifying ways in which the delivery of the building infrastructure projects that are executed by SME contractors can be improved. TQM, which has been widely used in other sectors with great success, has been explored as the tool that can be used to improve the delivery of building projects. The literature review that was conducted focused on the entire spectrum of the project cycle. It first addressed the functioning of the public sector and the legislative mandate of the DPW. Then it addressed the construction industry and SME contractors that are working in the built environment. TQM together with its elements were explored in detail to determine its applicability in terms of the delivery of building projects. The empirical study was undertaken to test the outcomes of the literature review in the context of the built environment. A quantitative research method was adopted for the study which achieved a response rate of 44 percent. Descriptive statistics were computed during the analysis of the data with the mode being used as the main measuring tool. The findings revealed that there was an uneven distribution of human capital in the industry and the consulting firms were the biggest benefactors of this. The study also revealed a high turnover rate in the SME contractors while the public sector has the oldest employees. Architects and construction managers were found to be the least represented profession. There was also a high concentration of role players in the Amathole Region. The recommendations were four fold and the Department of Public Works (DPW) as client body had to take the centre stage in implementing such recommendations. The recommendations are meant to address: the development of technical people to enhance their capacity, the reduction of the high turnover rate of technical people, the uneven distribution of resources, and specifying of the roles and responsibilities of all the people that are involved in building infrastructure projects.
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  • Date Issued: 2012

Improving the quality and relevance of environmental learning through the use of a wider range of preferred teaching methods: a case of primary schools in Mufulira District in the Copperbelt Province in Zambia

  • Authors: Kalumba, Evaristo
  • Date: 2012
  • Subjects: Environmental education -- Research -- Zambia Primary school teaching -- Research -- Zambia Primary school teaching -- Methodology -- Research Primary school teaching -- Standards -- Research
  • Language: English
  • Type: Thesis , Masters , MEd
  • Identifier: vital:1571 , http://hdl.handle.net/10962/d1003453
  • Description: The study was conducted to investigate whether the use of a wider range of teaching methods can improve the quality of environmental learning in five Zambian primary schools. Nine teachers from five schools were involved in the preliminary stage of answering of questionnaires, interviews and focus group discussions about the use of dominant teaching methods and new teaching methods; while only four were involved in the observations of four lessons. The study is a contribution to the on‐going debate on the investigation of whether teaching methods used by teachers can be one of the factors that can influence the quality of education. Definitions of quality and educational quality in particular, are not easy to establish and no agreed upon framework for educational quality exists at present. This study reviews the debates on educational quality, and identifies three major paradigms or discourses on educational quality; and considers the human rights, social justice and capabilities approaches and educational quality frameworks as being relevant to environmental learning and education for sustainable development in the Southern African Development Community context. This, together with a review of research on teaching methods in environmental education, provides the theoretical framework for this study. Using action research and an interpretative methodological framework, a series of research activities were undertaken to generate research data because the study was investigating the teachers’ practice with a view to probe change and to analyse the findings. Nine teachers participated in the preliminary stage of answering questionnaires and focus group interviews reflecting on existing teaching methods. In stage two of this study, teachers went through a planning workshop during which they planned lessons using new preferred teaching methods. The third stage was lesson observations of planned lessons. The final stage was the reflection workshop during which the teachers shared their experiences with the use of new teaching methods. The teaching practices of teachers using the new teaching methods were the subject of further analysis. In order to find out how the use of a wide range of teaching methods can improve quality of environmental learning in primary schools nine teachers were observed teaching lessons with new teaching methods. The Nikel and Lowe (2010) fabric of dimensions of educational quality was adapted and used to find out if teachers included dimensions of quality in the teaching process. Additional socio‐cultural and structural quality dimensions, identified through a review of southern African research, were used to find out if teachers included contextualized regional dimensions of educational quality. This was done to investigate whether the process of teaching and learning was relevant to the learners. Teachers involved in the research reflected that when they used a wider range of teaching methods the result was that the learning opportunities for learners were enhanced and that the methods added value to their teaching, improving the quality of their teaching. The use of a wider range of teaching methods showed the presence of several indicators of dimensions of educational quality, as reflected in the quality analysis tool. Teachers indicated that the use of a wider range of teaching methods led them to include the socio‐cultural dimensions such as the use of local languages and structural dimensions such as informal seating arrangements or group work that they would otherwise neglect if they used the traditional narrow range of teaching methods. A wider range of teaching methods provided learners with an enjoyable learning atmosphere during the lesson. The research also identified that this study can be taken further through broader observations, and that the educational quality dimensions tool is useful for different levels of the education system, and that it has potentially productive uses in teacher education, particularly for observations during teaching practice.
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  • Date Issued: 2012

In pursuit of participation tracking the influence of local action for sustainable development

  • Authors: Kulundu, Injairu
  • Date: 2012
  • Subjects: To be catalogued
  • Language: English
  • Type: text , book chapter
  • Identifier: http://hdl.handle.net/10962/437123 , vital:73332 , ISBN 978-1-919991-81-8 , https://transformativelearning.education/wp-content/uploads/2013/01/reviews-on-social-learning-literature.pdf
  • Description: This literature review charts the cumulative lessons that have emerged from the participatory development discourse in its various guises over the past fifty years, relating them to current emerging perspectives on social learning. Acknowledging the tensions that occur when the theoreti-cally sound proponents of the participatory discourse are translated into practice, this review seeks to outline the practical and ethical implications of this terrain. It will do so with reference to three points in its evolution: the great influence of Participatory Development (popularly known through focuses such as Participatory Rural Appraisal), the effect of Hu-man Development and the Capabilities Approach, and lastly, the growing discourse on Social Learning and what its ideas contribute to the dis-course. As such the paper helps to ‘locate’ social learning discourse within the wider arena of participatory development, showing the antecedent links that exist between social learning discourse (as it is emerging today), and wider participatory development discourses. The paper argues that more attention needs to be given to the ‘hidden work’ involved in turning all of these theories of participatory development, learning and agency into practice, and that the discourses can only really live in practice, a process for which we can only partially be prepared for by our literature (re)views.
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  • Date Issued: 2012

In silico characterisation of the four canonical plasmodium falciparum 70 kDa heat shock proteins

  • Authors: Hatherley, Rowan
  • Date: 2012
  • Subjects: Heat shock proteins -- Research , Plasmodium falciparum -- Research , Plasmodium -- Research , Endoplasmic reticulum , Cytosol , Mitochondria -- Formation
  • Language: English
  • Type: Thesis , Masters , MSc
  • Identifier: vital:4026 , http://hdl.handle.net/10962/d1004086 , Heat shock proteins -- Research , Plasmodium falciparum -- Research , Plasmodium -- Research , Endoplasmic reticulum , Cytosol , Mitochondria -- Formation
  • Description: The 70 kDa heat shock proteins expressed by Plasmodium falciparum (PfHsp70s) are believed to be essential to both the survival and virulence of the malaria parasite. A total of six Hsp70 genes have been identified in the genome of P. falciparum. However, only four of these encode canonical Hsp70s, which are believed to localise predominantly in the cytosol (PfHsp70-1 and PfHsp70-x), the endoplasmic reticulum (PfHsp70-2) and mitochondria (PfHsp70-3) of the parasite. These proteins bind and release peptide substrates in an ATP-dependent manner, with the aid of a J-domain protein cochaperone and a nucleotide exchange factor (NEF). The aim of this study was to identify the residues involved in the interaction of these PfHsp70s with their peptide substrates, their J-domain cochaperones and potential NEFs. These residues were then mapped to three-dimensional (3D) structures of the proteins, modelled in three different conformations; each representing a different stage in the ATPase cycle. Additionally, these proteins were compared to different types of Hsp70s from a variety of different organisms and sequence features found to be specific to each PfHsp70 were mapped to their 3D structures. Finally, a novel modelling method was suggested, in which the structures of templates were remodelled to improve their quality before they were used in the homology modelling process. Based on the analysis of residues involved in interactions with other proteins, it was revealed that each PfHsp70 displayed features that were specific to its cellular localisation and each type of Hsp70 was predicted to interact with a different set of NEFs. The study of conserved features in each PfHsp70 revealed that PfHsp70-x displayed various sequence features atypical of both Plasmodium cytosolic Hsp70s and cytosolic Hsp70s in general. Additionally, residues conserved specifically in Hsp70s of Apicomplexa, Plasmodium and P. falciparum were identified and mapped to the each PfHsp70 model. Although these residues were too numerous to reveal any information of specific value, these models may be useful for the purposes of aiding the design of drug compounds against each PfHsp70. Finally, the novel modelling approach did show some promise. Half of the models produced using the modified templates were of a higher quality than their counterparts modelled using the original templates. This approach does still require a lot of validation work and statistical evaluation. It is hoped that it could prove to be a useful approach to homology modelling when the only templates available are poor quality structures.
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  • Date Issued: 2012

In vitro cytotoxic effects of selected Nigerian medicinal plant extracts on cancer cell lines

  • Authors: Baatjies, Lucinda
  • Date: 2012
  • Subjects: Cancer -- Treatment , Cancer cells , Medicinal plants , Plant extracts , Traditional medicine , Public health
  • Language: English
  • Type: Thesis , Masters , MSc
  • Identifier: vital:10316 , http://hdl.handle.net/10948/d1008191 , Cancer -- Treatment , Cancer cells , Medicinal plants , Plant extracts , Traditional medicine , Public health
  • Description: Cancer is a disease that imposes a heavy burden on public health and poses a challenge to science. The World Health Organization estimates that 80 percent of people in developing countries of the world rely on traditional medicine for their primary health needs, and about 85 percent of traditional medicine involves the use of plant extracts. This is particularly true in Africa where a large percentage of the population depends upon medicinal plants for health care. Therefore, detailed screening and evaluation of bioactive substances for chemotherapeutic purposes of African plants are urgently warranted. Furthermore, this will serve to validate the efficacy and safety of African traditional medicine. The current study investigated the in vitro cytotoxic effects of 17 ethanolic extracts of the following 16 plants used in traditional anticancer medicine in Nigeria: Sapium ellipticum leaves, Sapium ellipticum stembark, Combretum paniculatum, Celosia trigyna, Pupalia lappacea, Justica extensa, Hedranthera barteri leaves, Alternanthera sessilis, Ethulia conyzoides leaves, Lannea nigritana stembark, Combretum zenkeri root, Combretum molle leaves, Adenanthera parvoniana, Lannea acida, Cyathula achyranthoides, Drymaria cordata, Cyathula prostrata, against HeLa cancer cells. Five of the most promising extracts (Sapium ellipticum leaves, Combretum paniculatum, Celosia trigyna, Drymaria cordata, Cyathula prostrata) were selected for further screening against HT29 and MCF-7 cancer cells. Of the five, the first two were investigated further based on their activities in the screening phase. The S. ellipticum leaf extract yielded IC50 values of 88.60 ± 0.03 and 93.03 ± 0.03 μg/ml against HeLa and MCF-7, respectively. The toxicity was also evaluated on normal cells and an IC50 of 77.66 μg/ml was obtained for peripheral blood mononuclear cells (PBMCs). The IC50 values for proliferating and confluent Chang liver cells were both >125 μg/ml. These results suggest that the extract may be selective for specific cell types. Bio-assay guided fractionation of the S. ellipticum ethanolic extract yielded two active fractions; chloroform and ethyl acetate. Two compounds isolated from the chloroform extract were screened against the three cancer cell lines and found to be inactive. Three compounds were isolated from the ethyl acetate fraction and revealed IC50 values < 62.5 and < 31 μg/ml against MCF-7. Unfortunately these two compounds soon lost activity before any further work could be done on them and work was continued with the crude extract.
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  • Date Issued: 2012

In vitro dissolution kinetics of Captopril from microspheres manufactured by solvent evaporation

  • Authors: Khamanga, Sandile M , Walker, Roderick B
  • Date: 2012
  • Language: English
  • Type: text , Article
  • Identifier: vital:6390 , http://hdl.handle.net/10962/d1006311
  • Description: The aim of this study was to develop and assess captopril-loaded microspheres in which Methocel and Eudragit RS were used as release-controlling factors and to evaluate captopril (CPT) release using kinetic models. Drug-excipient interactions were evaluated using infrared studies, and the physical appearance was characterized using scanning electron microscopy (SEM). A burst effect was observed during the first stage of dissolution for most batches of microspheres. SEM results reveal that this may be attributed to dissolution of captopril crystals that were present on the surface, embedded in the superficial layer of the matrix materials, trapped near the surface of the microspheres, or that may have diffused rapidly through the porous surface of the capsules. The release data generated during in vitro release studies were fitted to zero-order, first-order, Higuchi, Korsmeyer–Peppas, Kopcha, and Makoid–Banakar models. The release kinetics of captopril from most formulations followed a classical Fickian diffusion mechanism. SEM photographs showed that diffusion took place through pores located in the surface of the microcapsules. The Kopcha model diffusion and erosion terms showed a predominance of diffusion relative to swelling or erosion throughout the entire test period. The drug release mechanism was also confirmed by the Makoid–Banakar and Korsmeyer–Peppas model exponents. This further supports a diffusion–release mechanism for most formulations. The models postulate that the total drug released is a summation of several mechanisms (viz., burst release, relaxation-induced controlled release, and diffusional release). These results also support the potential application of Eudragit/Methocel microspheres as a suitable sustained-release drug delivery system for captopril.
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  • Date Issued: 2012

In vitro photodynamic effect of aluminum tetrasulfophthalocyanines on melanoma skin cancer and healthy normal skin cells

  • Authors: Maduray, Kaminee , Odhay, Bharti , Nyokong, Tebello
  • Date: 2012
  • Subjects: To be catalogued
  • Language: English
  • Type: text , article
  • Identifier: http://hdl.handle.net/10962/245762 , vital:51403 , xlink:href="https://doi.org/10.1016/j.pdpdt.2011.07.001"
  • Description: Photodynamic therapy is a medical treatment that uses an inactive dye/drug and lasers as a light source to activate the dye/drug to produce a toxic form of oxygen that destroys the cancer cells. This study aimed at investigating the cytotoxic effects of different concentrations of aluminum tetrasulfophthalocyanines in its inactive and active state (laser induced) on melanoma skin cancer cells, healthy normal skin fibroblast and keratinocyte cells. Experimentally, 3 x 10(4) cells/ml were seeded in 24-well plates before treatment with different concentrations of aluminum tetrasulfophthalocyanines. After 2 h, cells were irradiated with a light dose of 4.5 J/cm(2). Post-irradiated cells were incubated for 24 h before cell viability was measured using the CellTiter-Blue Viability Assay. Results showed that aluminum tetrasulfophthalocyanines at high concentrations were cytotoxic to melanoma cells in the absence of laser activation. In the presence of laser activation of aluminum tetrasulfophthalocyanines at a concentration of 40 mu g/ml decreased cell viability of melanoma cells to 45%, fibroblasts to 78% and keratinocytes to 73%. At this photosensitizing concentration of aluminum tetrasulfophthalocyanines the efficacy of the treatment light dose 4.5 J/cm(2) and the cell death mechanism induced by photoactivated aluminum tetrasulfophthalocyanines was evaluated. A light dose of 4.5 J/cm(2) was more efficient in killing a higher number of melanoma cells and a lower number of fibroblast and keratinocyte cells than the other light doses of 2.5 J/cm(2), 7.5 J/cm(2) and 10.5 J/cm(2). Apoptosis features such as blebbing, nucleus condensation, nucleus fragmentation and the formation of apoptotic bodies were seen in the photodynamic therapy treated melanoma skin cancer cells. This in vitro photodynamic therapy study concludes that using aluminum tetrasulfophthalocyanines at a photosensitizing concentration of 40 mu g/ml in combination with a laser dose of 4.5 J/cm(2) was potentially lethal for melanoma skin cancer cells and less harmful for the normal healthy skin cells. (c) 2011 Elsevier B.V. All rights reserved.
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  • Date Issued: 2012
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