Application of selected public sector management techniques to improve service delivery
Abstract
English: In this thesis, the concept of Public Sector Management Techniques (PSMT) is
examined. In the context of the application of selected Public Sector Management
Techniques (PSMT) for improvement of service delivery in public service organization,
the concept 'service delivery improvement' implies the improvement of efficiency;
effectiveness and productivity. These Public Sector Management Techniques
From the twelve Public Sector Management Techniques identified and discussed in
Chapter 2, three are selected for application in order to improve efficiency as
discussed in chapter 4; two are selected for application in order to improve
effectiveness as discussed in chapter 5; and two are selected for application in order
to improve productivity as discussed in chapter 6. The thesis is concluded with a
summary and recommendations in chapter 7.
discussed in the thesis are put forward in order for public officials to expand their
knowledge on discovering as many as possible Public Sector Management Techniques
to improve service delivery in public service organizations.
This work should further be seen as a starting point in the study of other relevant
Public Sector Management Techniques such as Rational Problem-Solving; Innovative
Service Delivery; Public Resources Management and Service Improvement
Management. This includes the awareness and development of the technical skills;
conceptual skills; implementation skills; economic/business skills; managerial skills;
communication skills and negotiation skills of public officials.
The thesis gives a profuse distinction between efficiency in chapter 4; effectiveness in
chapter 5 and productivity in chapter 6 as well as characteristics and elements of each
of these .concepts, It further identifies 12 Public Sector Management Techniques
(PSMT), which are then classified as Public Sector Management Techniques to improve
the efficiency of service dellverv; Public Sector Management Techniques to improve
the effectiveness of service delivery and Public Sector Management Techniques to
improve the productivity of service delivery in public service organizations. Therefore
improving the timely; appropriate and quality of public services delivery at affordable
charges.
Chapter 1 provides a general overview of the thesis. Chapter 2 addresses the theory
and rationale of Public Sector Management Techniques. Chapter 3 focuses on
management practice related to efficiency; effectiveness and productivity to pave the
way for the application of the selected Public Sector Management Techniques in public
service organizations. Afrikaans: In hierdie proefskrif word die konsep van Openbaresektor-bestuurstegnieke
ondersoek. In die konteks van die toepassing van geselekteerde Openbaresektorbestuurstegnieke
vir die verbetering van dienslewering in 'n openbarediens-organisasie
impliseer die konsep 'verbetering van dienslewering' die verbetering van
doeltreffendheid; effektiwiteit en produktiwiteit. Die Openbaresektor-bestuurstegnieke
wat in hierdie proefskrif bespreek word, word gestel sodat staatsamptenare hul kennis
kan verbreed deur soveel moontlik Openbaresektor-tegnieke te ontdek ten einde
dienslewering in openbarediens-organisasies te verbeter.
Die dokument moet voorts gesien word as beginpunt in die studie van ander relevante
Openbaresektor-bestuurstegnieke soos Rasionele Probleemoplossing; Innoverende
Dienslewering; Openbarehulpbron-bestuur; en Diensverbeteringbestuur. Dit sluit in
die bewusmaking en ontwikkeling van die tegniese vaardighede; konseptueie
vaardighede; implementeringsvaardighede; ekonomiesejbesigheidsvaardighede;
bestuursvaardighede; kommunikasievaardighede; en onderhandelingsvaardighede van
staatsamptenare.
Die proefskrif verstrek 'n breedvoerige onderskeid tussen doeltreffendheid in hoofstuk
4; effektiwiteit in hoofstuk 5; en produktiwiteit in hoofstuk 6, asook eienskappe en
bestuurstegnieke geïdentifiseer ~m onderskeidelik die doeltreffendheid, effektiwiteit en
produktiwiteit van dienslewering in openbaresektor-organisasies te verbeter, waardeur
die tydigheid; geskiktheid; en gehalte van openbaredienslewering teen bekostigbare
tariewe verbeter sal word.
Hoofstuk 1 bied 'n algemene oorsig van die proefskrif. In hoofstuk 2 word die teorie
en rasionaal van Openbaresektor-bestuurstegnieke bespreek. In hoofstuk 3 word
gefokus op bestuurspraktyk met betrekking tot doeltreffendheid; effektiwiteit en
produktiwiteit om die weg te baan vir die toepassing van die geselekteerde
Openbaresektor-bestuurstegnieke in openbarediens-organisasies.
Van die 12 Openbaresektor-bestuurstegnieke wat in hoofstuk 2 geïdentifiseer en
bespreek is, word drie vir toepassing gekies ten einde doeltreffendheid soos bespreek
in hoofstuk 4 te verbeter; twee word vir toepassing gekies ten einde effektiwiteit soos
bespreek in hoofstuk 5 te verbeter; en twee word vir toepassing gekies ten einde
produktiwiteit soos bespreek in hoofstuk 6 te verbeter. Die proefskrif word afgesluit
met 'n opsomming en aanbevelings in hoofstuk 7.