- Title
- Integrating quality management principles into policies and procedures for water and sanitation provision in the Cape Town Metro
- Creator
- Madliwa, Nokhanyo
- Subject
- Total quality management local government Quality assurance
- Date
- 2020
- Type
- Thesis
- Type
- Doctoral
- Type
- DPA
- Identifier
- http://hdl.handle.net/10353/18882
- Identifier
- vital:42995
- Description
- The study aims to find a way of improving water and sanitation services through the standardisation of policies and procedures in Reticulation, Waste Water and Bulk Water. It further aims to develop and test an IQM-based model that improves policy and procedure standardisation for the provision of quality water and sanitation services at municipality level. The researcher regards effective IQMS as one of the possible mechanisms that can contribute to the improvement of standardised policies and procedures in quality water and sanitation provision. This study examined the effects of IQM on the standardisation of policies and procedures for the provision of quality water and sanitation services in the Utility Department of the Cape Town Metro, especially in Reticulation, Waste Water and Bulk Water. The study saw a possible link between the effectiveness of IQM and the effective provisioning of quality water and sanitation. The mixed method approach was used. Quantitative and qualitative methods were both used in order to support each other during data analysis. Furthermore, the mixed method was adopted to provide an interpretative and analytical balance towards a clearer understanding of the phenomena under study. The quantitative phase was completed first, followed by the qualitative phase to explain the results even further. For the quantitative method, survey data was gathered. The quantitative method was used for historical numerical data purposes when explaining the survey results. Survey data was analysed using statistical analysis. The qualitative method utilised interviews, providing clarity and thick descriptions of the findings, where quantitative methods did not. This research found that the three branches of the Utility Department in the Cape Town Metro under study did not fully comply with the IQMS as shown by the results of the hypothesis testing. In other words, there is partial compliance with ISO 140001, ISO 9001 & OHSAS 18001 in relation to the standardisation of policy and procedure design and development (DD), implementation (IP), examination (EP), review (RP) and assessment (AP). This means that components of IQMS were not fully applied to the standardisation of policies and procedures for the provision of water and sanitation services. The partial standardisation of policy and procedure vi design and development accounted for the lack of the following: Firstly, improvement in the management of infrastructure, secondly in monitoring and evaluation for quality water and sanitation services. The partial standardisation of policy and procedure implementation accounted for the lack of improvement in the corrective measures, technical knowledge and public health knowledge for quality water and sanitation services. The partial standardisation of policy and procedure examination accounted for the lack of improvement in the corrective measures, management of infrastructure; and monitoring and evaluation for quality water and sanitation services. The partial standardisation of policy and procedure review accounted for the lack of improvement in the corrective measures, management of infrastructure; monitoring and evaluation, technical knowledge and public health knowledge for quality water and sanitation services. Last but not least, the partial standardisation of policy and procedure assessment accounted for the lack of improvement in the corrective measures, and technical knowledge for quality water and sanitation services
- Format
- 343 leaves
- Format
- Publisher
- University of Fort Hare
- Publisher
- Faculty of Management and Commerce
- Language
- English
- Rights
- University of Fort Hare
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UFH Department of Public Administration
| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | MADLIWA _201515164_DPA.pdf | 3 MB | Adobe Acrobat PDF | View Details Download |