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A comparative analysis of Donald Bradman and Steven Smith: what are their secrets?

- Noorbhai, Habib

  • Authors: Noorbhai, Habib
  • Date: 2020
  • Subjects: Biomechanics , Cricket , Performance
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/415459 , uj:35105 , Citation: Noorbhai H. A comparative analysis of Donald Bradman and Steven Smith: what are their secrets? BMJ Open Sport & Exercise Medicine 2020;6:e000720. doi:10.1136/ bmjsem-2019-000720
  • Description: Abstract: , There has been growing evidence on the batting backlift technique in cricket at varying levels of cricket ability and the way in which batsmen direct or manoeuvre their bat in various ways. Most recently, there has been elevated awareness and discussion around the technique of Steven Smith. To an extent, there has been some comparison and reference been made to Sir Donald Bradman. Both Donald Bradman and Steven Smith have exhibited techniques and movements at the crease which many regard as ‘unorthodox’ or ‘unnatural’. This paper compares each of the batting technique components of both batsmen. The paper describes that both Bradman and Smith held their bat with an open grip which allowed them to hit the ball in most scoring areas of the field. The most common element that both batsmen demonstrate is a backlift that is directed towards the gulley or point region, otherwise known as the rotary method of batting, which is contrary to most of the coaching literature. Future research would require objective measures on Steven Smith to fully understand the kinetics and kinematics associated with his batting technique. The variances of performance averages across other formats (one-day internationals and 20-20 cricket) must be noted.
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Effects of Financial Management practices on technical performance of building contractors in Northeast Nigeria

- Gambo, Nuru, Musonda, Innocent

  • Authors: Gambo, Nuru , Musonda, Innocent
  • Date: 2020
  • Subjects: Financial Management Practices , Technical , Performance
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/458287 , uj:40700 , Gambo, N., Musonda, I.: Effects of Financial Management practices on technical performance of building contractors in Northeast Nigeria.
  • Description: Abstract: Purpose – The purpose of this paper is to assess the effects of financial management practices of small scale building contractors on the technical performance of the contractors in northern part of Nigeria with international best practices. Previous studies argued that the technical performance of small scale building contractors in developing countries is poor because of insufficient cash to acquire strategic resources at the outset of a project. This continues to pose a challenge to the sustainable development of the construction industry, particularly, in developing countries like Nigeria. There is therefore, a need to identify, assess, and compare the effects of financial practices of the contractors with technical performance best practices. Design/methodology/approach – The technical performance of each contractor was evaluated using a five-point Likert scale. This is used to obtain the mean technical performance levels of the contractors. A questionnaire survey was administered to the professionals in the industry who were selected by using a proportionate stratified random sampling technique. The contractors’ performance was compared by using ANOVA with post hoc and the effects of contractors’ financial management practices were determined using multiple regression analysis. Findings – The results indicated that the contractors in Nigeria were average technical performers and there were large effects of financial management practices on technical performance of contractors in building projects’. . Research limitations/implications – The study is limited to small scale building contractors in the northeast Nigeria. One of the implications of this study is that it provides the criteria for an evaluation of small scale building contractors’ technical performance in Nigeria and other developing countries that faced similar problems. Practical implications - The practical implications of this study is that it establishes the current level of contractors' technical performance and serves as awareness to contractors current financial practices. Social implications – The study created bases for self-evaluation of contractors’ technical performance and competition among small scale contractors in Nigeria for the enhancement of productivity particularly in rural areas and general national development. Originality/value – This study emanated from the governmental reports and past researches in the area of performance management based on the persistence of poor technical performance of small scale contractors in construction industry.
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Numerical analysis and performance improvement of nanostructured Cu2O/TiO2 pn heterojunction solar cells using SCAPS

- Ukoba, Kingsley, Imoisili, Patrick Ehi, Jen, Tien-Chien

  • Authors: Ukoba, Kingsley , Imoisili, Patrick Ehi , Jen, Tien-Chien
  • Date: 2020
  • Subjects: Cu2O , Performance , Nanostructured
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/438876 , uj:38163 , Citation: Ukoba, K., Imoisili, P.E. & Jen, T.C. 2020. Numerical analysis and performance improvement of nanostructured Cu2O/TiO2 pn heterojunction solar cells using SCAPS.
  • Description: Abstract: This paper reported numerical analysis and performance improvement of nanostructured Cu2O/TiO2 pn heterojunction solar cells. Metal oxides thin films including Copper oxides are promising materials for photovoltaic applications. Although, the efficiency is still lower than other solar cells materials. This paper focused on improving the efficiency of Cu2O/TiO2 solar cells using SCAPS simulation tool. This was done by varying the effect of film surface thickness and effect of varying deposition temperature on the solar cells. The aim of the study is to serve as a theoretical guide for laboratory research on the improvement of efficiency of Cu2O metal oxide solar cells. The solar cells equations were modelled and thereafter theoretical validation of the nanostructured metal oxides was performed. The model working points input power of 100 mW/m2 using an illumination of AM1.5 lamp. The modelled solar cell exhibits a short-circuit current (Jsc) of 26.57 mA/cm2, 0.7188 V open-circuit voltage (Voc), fill factor (FF) of 70, and 13.37% efficiency (η). A value of 2.30 eV was recorded for the band gap. Also, electron affinity and Nyquist plot were obtained for the solar cells. Solar cells with thin absorber surface thickness will result in lower fabrication cost. This will open a new frontier for modelling of metal oxide based thin films solar cells especially Cu2O thin films solar cells.
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Numerical analysis and performance improvement of nanostructured Cu2O/TiO2 pn heterojunction solar cells using SCAPS

- Ukoba, Kingsley, Imoisili, Patrick Ehi, Jen, Tien-Chien

  • Authors: Ukoba, Kingsley , Imoisili, Patrick Ehi , Jen, Tien-Chien
  • Date: 2020
  • Subjects: Cu2O , Performance , Nanostructured
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/461582 , uj:41118 , Citation: Kingsley, U., Imoisili, P.E. & Jen, T-C. 2020. Numerical analysis and performance improvement of nanostructured Cu2O/TiO2 pn heterojunction solar cells using SCAPS. DOI:
  • Description: Abstract: This paper reported numerical analysis and performance improvement of nanostructured Cu2O/TiO2 pn heterojunction solar cells. Metal oxides thin films including Copper oxides are promising materials for photovoltaic applications. Although, the efficiency is still lower than other solar cells materials. This paper focused on improving the efficiency of Cu2O/TiO2 solar cells using SCAPS simulation tool. This was done by varying the effect of film surface thickness and effect of varying deposition temperature on the solar cells. The aim of the study is to serve as a theoretical guide for laboratory research on the improvement of efficiency of Cu2O metal oxide solar cells. The solar cells equations were modelled and thereafter theoretical validation of the nanostructured metal oxides was performed. The model working points input power of 100 mW/m2 using an illumination of AM1.5 lamp. The modelled solar cell exhibits a short-circuit current (Jsc) of 26.57 mA/cm2, 0.7188 V open-circuit voltage (Voc), fill factor (FF) of 70, and 13.37% efficiency (η). A value of 2.30 eV was recorded for the band gap. Also, electron affinity and Nyquist plot were obtained for the solar cells. Solar cells with thin absorber surface thickness will result in lower fabrication cost. This will open a new frontier for modelling of metal oxide based thin films solar cells especially Cu2O thin films solar cells.
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The factors militating internal stakeholders on road infrastructure projects

- Mashwama, Nokulunga Xolile, Mushatu, Winnie, Thwala, Didibhuku, Aigbavboa, Clinton

  • Authors: Mashwama, Nokulunga Xolile , Mushatu, Winnie , Thwala, Didibhuku , Aigbavboa, Clinton
  • Date: 2020
  • Subjects: Performance , Projects stakeholders , Participants
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/464654 , uj:41519 , Citation: Mashwama, N.X., Mushatu, W., Thwala, D. & Aigbavboa, C. 2020. The factors militating internal stakeholders on road infrastructure projects. , DOI: 10.14455/ISEC.res.2020.7(1).CON-21
  • Description: Abstract: There are numerous participants involved in construction projects including the client or sponsor of the project, regulatory bodies, contractors, consultants, ward councilors, community who affect or become affected by the project. Stakeholders can affect the road construction positive or negatively. Stakeholder’s engagement is done to avoid unnecessary conflicts and controversies and to attain the desired successful implementation of the project. The paper aims to identify the impact of internal stakeholders on road construction project. Quantitative approach was adopted for this study. 100 questionnaires were distributed and 76 were collected and analyzed. The data was collected through primary and secondary sources. Factor analysis was conducted, Correlation matric coefficients has been conducted to ensure visibility of coefficients greater than 0.3 and Kaiser-Meyer-Olkim (KMO) and Barlett’s test were conducted. From the findings it transpired that late payment to service providers; failure to verify contractor qualification; Client knowledge to review design documentation; inadequate involvement during construction project, lack of understanding project feasibility. The participation of stakeholders encourages the public to share their knowledge with the regulatory authorities, fosters better-informed decisions and decreases likelihood of project failure. Early stakeholder’s involvement can add benefits of diffusing opposition to a project.
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An assessment of factors influencing collaboration and impacts on organisational performance : a review

- Sepuru, Mercy, Musonda, Innocent, Okoro, Chioma Sylvia

An exploratory factor analysis of transportation project sustainability indicators : a case of projects in South Africa

- Okoro, Chioma, Musonda, Innocent, Agumba, Justus Ngala

  • Authors: Okoro, Chioma , Musonda, Innocent , Agumba, Justus Ngala
  • Date: 2019
  • Subjects: Infrastructure , Performance , South Africa
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/396810 , uj:32956 , Citation: Okoro, C., Musonda, I. & Agumba, J.N. 2019. An exploratory factor analysis of transportation project sustainability indicators: a case of projects in South Africa.
  • Description: Abstract: Sustainable transportation is vital since its impact traverses generations. The concept of sustainable transportation is known to account for incorporation of various elements including environmental, economic, social and institutional factors. The current study employed exploratory factor analytic technique using maximum likelihood factoring to identify critical indicators for assessing transportation infrastructure projects in South Africa. Using purposive and snowball sampling, a questionnaire was distributed via email, google forms and by hand, to project managers, directors, construction managers, planners and feasibility study consultants involved in transportation projects at different stages, in the nine provinces of South Africa. Empirical data amassed from 132 responses, were analysed using SPSS version 25 software.s Descriptive analyses were used for preliminary analyses. Inferential statistics was conducted using exploratory factor analysis, to output common factors and the minimum number of variables that were related to each construct. Findings revealed that a four-factor structure including infrastructure condition and impacts, user acceptability, financial management and safety and security, can adequately measure transportation infrastructure project sustainability. By establishing critical indicators for assessing transportation projects, the study provides relevant evidence to develop strategies to ensure that such investments bring lasting and desirable impacts in the long run. The study was conducted in South Africa and may not be generalisable to other geographical regions, which may have differing priorities with regard to sustainable performance of transport infrastructure. Further studies are on-going to validate the four-factor structure using confirmatory factor analytical techniques.
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Assessing the performance of Trichardt wastewater treatment plant (South Africa)

- Negwamba, Thulani, Dinka, Megersa Olumana

  • Authors: Negwamba, Thulani , Dinka, Megersa Olumana
  • Date: 2019
  • Subjects: Wastewater treatment , Performance , Quality standard
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/404679 , uj:33949 , Citation: Negwamba, T. & Dinka, M.O. 2019. Assessing the performance of Trichardt wastewater treatment plant (South Africa).
  • Description: Abstract: The main task in treating the wastewater in South Africa is to reduce the pollutants (solids, organic matter, nutrients, and micro-organisms) to meet the standard requirements from Department of Water and Sanitation (DWS). That means the discharged effluent should be without polluting the environment and posing safety risks. The objective of this study was to investigate the performance of the Trichardt Wastewater Treatment Plant (South Africa) and come up with recommendations for the improvement of the wastewater treatment plant. The performance of the plant was evaluated for its compliance with the standard set by the DWS. The water quality parameters tested include: Ammonia (NH3), Nitrate (NO3-), Phosphate (PO4-3), Chemical Oxygen Demands (COD), Turbidity (T) and Total Suspended Solids (TSS). The result indicates that the concentration of most of the considered parameters (TSS, NH4, COD, PO4-3) are above the permissible limit set by DWS throughout the year, except Nitrate. The operating flowrate is below the design capacity (1.8 m3/s) throughout the year, except September. Overall, the final effluent discharged to the stream do not comply with the standard set by DWS. Thus, measures for the improvement of the treatment plants’ performance are highly recommended. The increase of the hydraulic loading capacity and the use appropriate methods of treatment process such as biological nitrification-denitrification processes are suggested. The increase of retention time to 3 hrs and decrease of the screen openings to 12 mm are also highly recommended.
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Analysis of sports science perceptions and research needs among South African coaches

- Kubayi, A., Coopoo, Y., Toriola, A.

Is the Entrepreneurial Intention (EI) of University Students dependant on gender?

- Dhliwayo, Shepherd

The development of a conceptual meta-leader development model

- Wort, Albert, Hewitt, Magda

  • Authors: Wort, Albert , Hewitt, Magda
  • Date: 2018
  • Subjects: Leader development , Organisational context , Performance
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/288292 , uj:31244 , Citation: Wort, A. & Hewitt, M. 2018. The development of a conceptual meta-leader development model.
  • Description: Abstract: Organisations strive to satisfy their need for effective leaders. Their efforts are focused on improved leader performance, aligned with what the organisation wants to achieve and their sustainability depends on the selection and development of their leaders. Large amounts of money is spend on leader development, however, most leader development programs fail to deliver and the reasons are that the focus of leader development is wrong because the focus is on the enhancement and introduction of skills, competencies and techniques. This paper, reports on the findings of a larger study. Two competency models and Bersin’s Leadership Maturity Developmental Model are used as parent theories to derive to a new conceptual Meta-Leadership Development Model relevant and applicable to a specific organisational context. Four core constructs emerged, character; caring; competence; and commitment. These constructs were operationalised and are presented in a holistic Meta-Leader Development Model. It formed the first phase of a larger study and it is argued, that it has the potential to create greater leader commitment with increased performance results that are measurable for the leader, the team and the organisation.
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A desk study of road infrastructure performance measurement criteria

- Okoro, Chioma, Musonda, Innocent, Agumba, Justus

  • Authors: Okoro, Chioma , Musonda, Innocent , Agumba, Justus
  • Date: 2017
  • Subjects: Performance , Performance measurement , Roads
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/244823 , uj:25321 , Citation: Okoro, C., Musonda, I. & Agumba, J. 2017. A desk study of road infrastructure performance measurement criteria.
  • Description: Abstract: Transport infrastructure meets the demands for people and cargo delivery by providing access to working, shopping and travelling and improving the quality of life of citizens. Road infrastructure needs to be sustained for eons after its development. However, there is no consensus on the criteria upon which the operational performance of road infrastructure projects is assessed. This paper aims to identify all potential criteria for assessing road projects in operation. A desk study was conducted using relevant journal and conference papers obtained from databases including ASCE Library, Science Direct and Ebscohost. Thematic analysis was used to identify emerging themes from extant literature. The themes were tabulated and ranked based on their frequency of occurrence to determine the most important criteria for measuring the performance of road projects in operation. Findings indicate that institutional productivity and effectiveness, operational efficiency, health and safety, mobility, environmental element, public acceptability, asset value, legal and technical factors can be used to assess the performance of road projects. The study provides vital information which would be beneficial to project managers, and indeed investors, in assessing and projecting sustainable performance of road projects in operation.
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Comparative evaluation of the performance of a bi-fuel vehicle on biogas and natural gas

- Kukoyi, T. O., Muzenda, E., Mbohwa, Charles

Employee engagement in the trade union federation(s) versus management saga in the South African mineral exploration industry

- Makhubedu, Lucky Boy Tebogo, Nwobodo-Anyadiegwu, Eveth Nkeiruka, Mbohwa, Charles

Exploring the applicability of deming’s concept of “continuous improvement” in the contemporary public sector organisations

- Okanga, Boniface, Sambumbu, Antony Matemba

  • Authors: Okanga, Boniface , Sambumbu, Antony Matemba
  • Date: 2017
  • Subjects: A cyclical framework , Continuous improvement , Performance
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/254623 , uj:26660 , Citation: Okanga, B. & Sambumbu, A.M. 2017. Exploring the applicability of deming’s concept of “continuous improvement” in the contemporary public sector organisations. Public Policy and Administration Research Vol.7, No.5, 2017.
  • Description: Abstract: Continuous improvement is a prerequisite for effective performance of the contemporary public sector organisations. This research explores the applicability of Deming’s concept of “continuous improvement” in the contemporary South African public sector organisations. The motive of the study was to identify the major paradoxes and the remedial improvement strategies that can be suggested. Using conceptual analysis as a qualitative research technique, a meta-synthesis of continuous improvement theories was undertaken and triangulated with the results of empirical studies conducted on continuous improvement in the South African public sector organisations. In contrast to the articulation in the continuous improvement theory of Plan-Do- Check-Act, the concept of continuous improvement was found to be overshadowed by over-emphasis of monitoring and evaluation which are also in turn largely saddled by unsupportive cultural practices, ineffective implementation of improvement measures and lack of easily discernible plans. In the context of such paradoxes, the study enriches the existing theories by suggesting a five steps’ (Analyse-Plan- Improve-Measure- Improve) cyclical framework that the public sector managers can emulate as a moderator for undertaking effective continuous improvement in the increasingly contemporary complex and demanding public sector organisations.
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Feasibility study considerations for transport infrastructure performance : a desk study

- Okoro, Chioma Sylvia, Musonda, Innocent, Agumba, Justus Ngala

Integrated strategies for creating citizen-centric public sector organisations

- Okanga, Boniface, Sambumbu, A.M.

  • Authors: Okanga, Boniface , Sambumbu, A.M.
  • Date: 2017
  • Subjects: Citizen-centric , Performance , Public sector organisations
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/254591 , uj:26657 , Citation: Okanga, B. & Sambumbu, A.M. 2017. Integrated strategies for creating citizen-centric public sector organisations.
  • Description: Abstract: The establishment of an effective citizen-centric public service system is an iterative process that requires investment in the appropriate e-government technologies and cultural change and transformation. This research evaluates effectiveness of the process for the establishment of a citizen-centric public service in South Africa. Conceptual analysis as a qualitative research technique was used to critically synthesize and triangulate theories for a citizen-centric public service system with the findings of the empirical studies on the implementation of a citizencentric public service in South Africa. Findings indicated South Africa to have made significant strides by adopting relevant policies, legislations and technological frameworks to enhance the use of models such as one-stop-shop and walk-in centres. However, further analysis highlighted the initiatives to establish an effective citizen-centric public service is still inhibited by ineffective seamless integration and synchronisation of activities in government departments and units in different geographical regions. Other challenges were found to be linked to internet connectivity and affordability of telecommunication costs in the rural areas, and lack of change and transformation of the organisational cultural practices. In the light of these challenges, the study postulates a strategic framework emphasizing among others investment in the appropriate e-government technologies and change and transformation of the organisational cultural practices as part of the critical strategies for enhancing the successful establishment of a citizen-centric public service.
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Structural measures and competencies for effective performance of the Municipal oversight committees

- Sambumbu, Antony Matemba, Okanga, Boniface

  • Authors: Sambumbu, Antony Matemba , Okanga, Boniface
  • Date: 2017
  • Subjects: Competencies , Municipal oversight committees , Performance
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/254577 , uj:26654 , Citation: Sambumbu, A.M. & Okanga, B. 2017. Structural measures and competencies for effective performance of the Municipal oversight committees. Public Policy and Administration Research Vol.7, No.5, 2017 , ISSN: 2224-5731(Paper)
  • Description: Abstract: Municipal oversight committees are trajectories for effective performance of the contemporary municipalities. This research evaluates structural measures and competencies critical for effective performance of the municipal oversight committees. A conceptual analysis as a qualitative research technique was used to critically analyse theories on the predictors for effective performance of the municipal oversight committees. Theoretical findings were triangulated with the findings of the studies conducted on the effectiveness of the municipal oversight committees in South Africa. Findings indicated the effectiveness of municipal oversight committees is determined by the extent to which the existing relevant legislations and policies create structures and working relationships that permit greater level of accountability, participation and transparency. However, practices in most of the municipalities signify effective accountability, participation and transparency are undermined by the exclusionary interpretation of section 20 (3) of the Municipal Systems Act by the municipal executive mayoral committees. Such exclusionary interpretations cause the exclusion of the municipal councils and Section 79 committees from certain meetings and information. Since councilors are directly elected from the larger society irrespective of the level of education and expertise, the other challenges were also found to be latent in the skills and competencies of councilors to effectively accomplish technically complex activities of the municipal oversight committees. The study concludes with the postulation of a grid of critical structural measures and competencies that can be suggested for improving the performance of councilors and municipal oversight committees.
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The relationship between leadership and work engagement

- Bisnath, Roma

  • Authors: Bisnath, Roma
  • Date: 2017
  • Subjects: Transformational leadership , Employee retention , Organizational behavior , Performance
  • Language: English
  • Type: Masters (Thesis)
  • Identifier: http://hdl.handle.net/10210/225653 , uj:22795
  • Description: Abstract: Work engagement is a topic that has gained momentum in recent research. Many organisations believe it has an impact on the retention and performance of employees as well as bottom line earnings (Bakker, Albrecht & Leiter, 2011; (Tims, Bakker, & Xanthopoulou, 2011) Many factors influence the level of work engagement in an organisation. One specific factor, namely, transformational leadership has been identified as such a factor (Lockwood, 2007). The purpose of this study was to determine what impact transformational leadership has on work engagement. A quantitative research approach was selected and primary data was obtained through the distribution of two structured self-administered questionnaires. The Multifactor Leadership Questionnaire (MLQ), used to measure transformational leadership, and the Benchmark of Engagement Quotient (BEQ) were used to measure work engagement. The structured self-administered questionnaires were distributed to employees at a financial services firm in South Africa. A sample size of n = 265 responses was obtained. These responses were summarised and subjected to various statistical analyses using SPSS (Version 17). The data analysis included descriptive and inferential statistics. The results aimed to understand the relationship between transformational leadership style and work engagement better. The results of the study provided empirical support for theories postulating that transformational leadership can result in higher engagement levels. Key terms: work engagement, transformational leadership, leader-member exchange theory, benchmark of engagement quotient, multifactor leadership questionnaire. , M.Phil.
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Evaluating and aligning facilities management operations in a South African higher education institution : a case study

- Ogbeifun, Edoghogho

  • Authors: Ogbeifun, Edoghogho
  • Date: 2016
  • Subjects: University of Johannesburg , Facility management , Education, Higher - Facilities - Planning , Performance
  • Language: English
  • Type: Doctoral (Thesis)
  • Identifier: http://hdl.handle.net/10210/225370 , uj:22762
  • Description: Abstract: The quality of the support facilities and facilities services available in the learning environments of a Higher Education institution influences the performance of the core functions of teaching, learning and research, whether in the physical or virtual space. It further affects the level of customer satisfaction in the workplace interface and the competitive advantages of the institution in the community of similar institutions. It is imperative, therefore to continuously evaluate and align the operations of the organ responsible for the development and operation of the support facilities towards achieving the objectives of the institution, using the instrument of performance management. The case study method of qualitative research was adopted. The data collection involved using the combination of in-depth interviews, evaluation of periodic reports, and observation of evacuation drill exercises as well as coordinating the mutual development of the performance measuring standards, using the Delphi technique. The research reveals that the Facilities Management unit in the University of Johannesburg is recognised for its strategic importance; the unit has a suitable organisational structure and operational system. However, the unit has not been able to manage the relationship between it and the customer effectively, due to unsatisfactory service delivery in capital development, operation and maintenance projects as well low quality of periodic reports as tools for effective communication. The academics and Facilities Management unit mutually developed the performance measuring standards. Further analysis helped in identifying the source and magnitude of variances contributed by the customer and the service provider. If the service provider will apply due diligence and use the developed performance measurement tool, after addressing the observed variances, the application will facilitate improved relationship between the customer and service provider. Furthermore, the performance measurement tool provide for continuous evaluation and alignment of the operation of the service provider towards achieving the objectives of the institution. The research is situated in single case study; therefore care should be taken to contextualise the result before applying same to other context. , D.Ing. (Engineering Management)
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