number of reverberating challenges (see tables 6 - 16). It was concluded therefore that the research met the objectives of uncovering the challenges prevalent in service management, and that the researcher discovered that there is no quality strategy for the student administrative service system. Itwas also thus concluded that the university can improve the quality of service if there is a paradigm shift with regards to the overall student administrative system (SAS) as recommended through an SMS model in figure 18, but, if the change approach is rational and non-systemic, there is not likely to be any improvement. It was also recommended that the registration process be managed as a project, so that there will be synergy and a cohesive functioning of the system (SAS).
5.3RECOMMENDAnONS FOR FUTURE RESEARCH
• There should be more studies of this nature conducted by a bigger team of researchers, and the study should be longitudinal, covering the peak times of service delivery repeatedly.
• Another study should be carried out in a different sector of the service industry, in order to compare the challenges and develop new theories.
• Action research could be a better methodology for applying Checkland's SSM.
• Qualitative research will be better conducted if there are clear and coherent guidelines, so there is a need to consolidate this approach.
BmLIOGRAPHY
Ackoff, R.L. (2004) "Transfonning the systems movement".
Alavi, M& Leidner, D.E. (2002) "Knowledge Management System: Issues,
challenges, benefits". In Barnes(2002), S. (ed) Knowledge Management System: Theory& Practice. London:
Thomson Learning.
Appiah, K. (2003) Thinking it through: Anintroduction to
contemporary philosophy. New York: Oxford University Press.
Argyris, C.
Babbie, E.
Babbie, E. &
Mouton,1.
Bak, N.
Bames S. (00)
Bell,T.
(1999) On organizational learning. (2ndedition) Oxford:
Blackwell Publishers Ltd.
(1999) The Basics of Social Research, California:
Wadsworth Publishing.
(2001) The practice of social research. (South African edition) Cape Town: Oxford University Press.
(2004) Completing your thesis: A practical guide. Pretoria:
can Schaik Publishers.
(2002), Knowledge Management System: Theory&
Practice. London: Thomson Learning
(2005) "Research findings on call centres",_The Mercury , June 24,2005,InWebster E, University of Cape Town, and von Holdt K, National Labour and Economic Development Institute.
Brewerton, P., Millward,L.
Burke, R.
Capra,F.
Checkland, P.
Churchman, C.W.
Coghlan, D. &
Brannick, T.
Coldwell, D. &
Herbst, F.
Cresswell, lW.
DeVaus, D.
Denzin, N.K. &
Lincoln, YS. (eds)
(2001) Organisational Research Methods. London: Sage Publications Ltd.
(2003) Project Management: Planning and Control Tecnhigues. (4thedition) Cape Town: Burke Publishing.
(1996)The Web ofLife: A Synthesis of Mind and Matter.
London: Plenum.
(1981)Systems Thinking. Systems Practice. Chichester : John Wiley & Sons Ltd.
(1968)The Systems Approach. New York: Delta Publishing Co.
(2001) Doing Action Research in your own Organization.
London: Sage Publications Ltd.
(2004) Business Research. Cape Town: Juta& Co. Ltd.
(1994)Research Design: Oualitative and Ouantitative Approaches. California: Sage Publications Inc.
(2001) Research Design in Social Research. London: Sage Publications Ltd.
(1994)Handbook of Oualitative Research. California: Sage Publications Inc.
Denzin, N.K. &
Lincoln, YS. (eds)
Dove, C
Felkins, P.K, Chakiris, BJ.
& Chakiris, K.N.
Fitzsimmons, lA. &
Fitzsimmons, MJ.
Flood, RL.&
Carson, E.R.
Greenberg, l &
Baron, A.B.
Greer, C.R
Henning, E, Gravett, S, van Rensberg, W
(2002)The Qualitative Inquiry Reader. California: Sage Publications Inc.
(2004)"The Shared Service Centre: A Model for University Efficiency". PhD Thesis.
(1993) Change Management: A Model for Effective Organizational Performance. New York: Quality Resources.
(2004) Service Management: Operations, Strategy,
Information Technology. (4th edition) New York: McGraw- Hilllrwin.
(1988) Dealing with Complexity: AnIntroduction to the Theory and Applications of Systems Science. New York:
Plenary Press.
(1993)Behaviour in Organisations. (4thedition) Needham Heights: Allyn& Bacon.
(200n Strategic Human Resources Management: A General Managerial Approach. (2ndedition) New Jersey:
Prentice-Hall.
(2004) Finding your way in academic writing (2ndedition) Pretoria: van Schaik Publishers,
Holstein 1. A. &
Gubruim J. F.
Hope, C. &
Muhlemann, A.
HubermanA. M.&
MilesM. B.
Jackson, M.C.
Jackson, M.C.
Kvale S.
Komives, S.R. et
at
Kuhn, T.
(1994) Phenomenology, Ethnomethodology, and Intepretive Practice. In Denzin, N.K. &
Lincoln, YS. (eds)(1994) Handbook ofOualitative Research. California: Sage Publications Inc.
(1997) Service Operations Management: Strategy. Design and Delivery. London: Prentice-Hall.
(1994) Data Management and Analysis. In Denzin, N.K.&
Lincoln, YS. (eds)(1994) Handbook ofOualitative Research. California: Sage Publications Inc.
(2000) Systems Approach to Management. New York:
Kluwer AcademicIPlenum Publishers.
(1995) "Beyond the Fads: Systems Thinking for
Managers". In Systems Research. Vo112. No. 1. 25-42.
(2002) The Social Construction ofValidaty. In Barnes (ed) (2002) (2002) Knowledge Management Systems: Theory and Practice. London: Thomson Learning.
(1996) Student Services: A Handbook for the Profession.
(3rd edition) California: Jossey-Bass Inc.
(1996) The Structure of Scientific Revolution. (3rdedition) Chicago: University of Chicago.
Lake, N. &
Hickey,K.
Leedy, D.P. &
Ormond, 1.E.
Lovelock, C.&
Wirtz,1.
Luckett, S.
Luckett, S., Nugubane, S.
& Memela, B.
Lynch, R.
MaylorH.&
BlackmonK.
Mason, 1.
(2002) The Customer Service Workbook. London: Kogan Page Ltd.
(2001) Practical Research and Design(7thedition) New Jersey: Prentice-Hall.
(2004) Services Marketing: People. Technology. Strategies.
(5thedition) New Jersey: Pearson-Prentice Hall.
(2004) Soft Systems Methodology Handbook. University ofKwaZulu-Natal.
(2001) "Designing a Management System for Rural Community Development Organization using a Systemic Action Research Process". InJournal of Systemic Practice and Action Research. Vo114. No. 4. (517-542).Plenum
(2000) Corporate Strategy. (2ndedition) England: Pearson Education Ltd.
(2003), Researching Business and Management. Hants:
Palgrave MacMillan.
(2002) Oualitative Researching. (2ndedition) London: Sage Publications.
McColl-Kennedy 1. R(ed.) (2003), Services Marketing: A managerial approach, Milton: John WHey & Sons.
McNiff, 1.&
Whitehead, 1.
Midgely, G.
Midgely, G.
Miller W. L.&
CrabtreeB. F.
Moonsamy, G.
Morse, 1.M. &
Richards,L.
O'Connor, 1. &
McDermont, 1.
Opara, 1.M.
Patton, M.Q.
(2001) Action Research in Organizations. London:
Routledge.
(1996) "What is the Thing called CST?" In Flood, R. and Romm, N. (eds) Critical Thinking. Chichester: Wiley.
(2000) Systemic Intervention: Philosophy. Methodologies.
and Practice. New York: Kluwer/Plenum.
(1994) Clinical Research., In Denzin, N.K. &
Lincoln, YS. (eds)(1994) Handbook ofOualitative Research. California: Sage Publications Inc.
(2002) "A Systems Approach and Application of
Multimethodology to Quality Management". Dissertation.
University ofNatal.
(2002) README First. for a User's Guide to Oualitative Methods. California: Sage Publications Inc.
(1997) The Art of Systems Thinking: Essential Skills for Creativity and Problem Solving. London: Thorsons.
(2002) "Measuring Perceptions on Received Service Levels to improve Client Retention". Dissertation, University of Natal.
(2002) Qualitative Research and Evaluation Methods. (3rd edition) California: Sage Publications Inc.
Pearce, J.A. &
Robinson, RB.
Popper, K.
Riley J.
Robbins, S.P. &
Decenzo, D.A.
Schiller, B.S.
Schon, D.A.
Senge eta1
Senge,P.
Sidgwick H.
Silverman, D
(2003) Strategic Management: Formulation.
Implementation and Control. (8thedition). New York:
McGraw-Hill Education.
(2002) The Logic of Scientific Discovery. New York:
Routledge Classics.
(1990) Getting the most from your data. : A Handbook of Practical ideas on how to Analyse Qualitative Data.
London: Technical& Educational Service Ltd.
(2001) Fundamentals ofManagement. (3rdedition) New Jersey: Prentice Hall.
(2000) The Economy Today (8thedition) New York:
McGraw-Hill Education.
(1987) Educating Reflective Practitioner. San Francisco:
Jossey-Bass Inc.
(1994) The Fifth Discipline Workbook: Strategies and Tools for building a Learning Organization. New York:
Currency Double-Day.
(1990) The Fifth Discipline: The Artand Practice ofa Learning Organization. New York: Double-Day Currency.
(1892) The Methods of Ethics. London: Macmillan and Company
(2000) Doing Oualitative Research: A Practical Handbook.
London: Sage Publications Ltd.
Stacey R. D.,
Griffin D. & Shaw P.
Stacey, R.D.
Stemmies,J.
StraussA.L.
StraussA.& CorbinJ.
T205
Terre Blance, M. &
Durrheim, K.
Ulrich,W.
(2000), Complexity and Management : Fad or radical challenges to systems thinking. London: Routledge
(1993) Strategic Management and Organisational Dynamics. London: Pitman Publishing.
(2004) "Researching Students' Perceptions of Student Services in the Three Rural Community Colleges". PhD Thesis.
(1987) Oualitative Analysis for Social Scientists. New York: Cambridge University Press.
(1994) Grounded Theory Methodology: An Overview...In Denzin, N.K. & Lincoln, Y.S. (eds)(1994) Handbook of Oualitative Research. California: Sage Publications Inc.
(2004) Course Material. "Systems Thinking". University of KwaZulu-Natal.
(1999) Research in Practice: Applied Methods for Social Sciences. Cape Town: University of Cape Town Press (Pty)Ltd.
(1996) A Primer to Critical Systems Heuristics for Action Research. United Kingdom: The University of Hull.
Van Looy, B, Gemmel. P, Van Dierdonck, R (005)
VanMaanen,J. (00)
VonBertalanffy,L.
Zeithaml, AZ. &
Bitner, MJ.
(2003) Service Management:AnIntegrated Approach. (~
edition) England: Pearson Education Ltd.
(1983)QualitativeMethodology. California:Sage PublicationsInc.
(1968)GeneralSystems Theory:Foundations.
Development. Applications.(Revisededition)NewYork:
GeorgeBrizillier Inc.
(2000) Services MaIketing:
Jntcmated
Customer Foros across theFirm. (~edition)NewYork:McGraw-Hill Higher Education.http://sysdyn. clexchange. orglsdep/papers www.ukzn.ac.za
www.flysax.com www.southalabama.edu
Background Questions :
.Knowledge& Experience Questions:
What is your understanding ofthe University mission and other strategic policies
How does such policies relate to your job (Not your department)
What is the relationship between your jOQ and those of your colleagues in your department.
(University Mission Statement: a truly South African University thatis academically excellent, innovative in research, . criticaily engaged with society and demographically representative, redressing the disadvantages, inequalities and . imbalanceso/thepast).
1. Name (optional) 2. Department
3. How long have you been employed by the University 4. How long have you been in your current position 5. Occupation
6. Brief description ofyour duties
Research Interview guide (Staff participants)
7.
8.
10.
- *' These questions are aimed at acquiring staffmember~' experiences with regards to the service delivery, their expectations, understanding of service and quality, attitudes and opinions on the challenges of delivering service.
11. What are the difficulties do youen~ounterin delivering service
Opinion& Values questions:
12. What do your understand about service (definition)
13. What do you understand about quality as it pertains to service
14. Whatisthe difference between a student and a customer
15. What sort of decisions are you allowed to make
16. What do you need in order to provide a better service
17. How do your colleagues influence your service delivery process
18. How do your seniors influence your service delivery process
r ~
, I I I
19. How do your seniors communicate their decisionstoyou
20. How do other departments communicate their decisions to you, and vice versa
21. How do you know students expectations in terms of service they receive
22. How do you knowifyou meet students expectations
SensOlY and feeling questions :
23. How do you expect students to identify good qualityinyour service
Opinion and values questions:
24. How does the fact that students are all different, affect your service delivery
25. What suggestions for improvement do you have
•
Proposed Research Interview Questions (Student participants)
... These questions .are aimed at acquiring students experiences with regards to . the service delivery, their expectations, understanding of service, attitudes and opinions on the quality of service.
1) Name of participant (optional) 2) Degree/Field of study
3) Level of study
. 4. Do you stay in the University Residences 5. Are you funded by a University loan or bursary 6. How did you hear about this University
7. How did you apply to study at this University 8. How did you know that you had been selected
9. What means of communication did the University usetocommunicate withyou 10. Which department communicated with you first
11. Before you arrived for your registration, did you clearly understand what was the process you had to follow in order to get registered
12. What are the steps that you hadtofollow during the registration
··l3.Whatwasyour experience during registration 14. What is your definition of service
15. Whatisyour understanding of quality as it pertains to service 16. What kind of service does the University provide
17. What is the difference between a student and a customer 18. How does the administrative staff interact with students
IMPORTANT GENERAL NOTES
." ..•.
I
-
~~:.~~.
-
- -
<~I)-"',·
, I. .:'/
..
"'-"
;.~
,11 '
\,,~r~,
\(\....
<)~
;,t::'>'lr;:
l\'.,~
' "J'h ,11' -_ •..•., ~ , '. t ,o,IU~I"'U..IIIIU \,.1,111,1).'''11 UI:: I))UI::U IIUllllllt IUllowmQ venues•
•, Haward (olle9.e - Shepslone I Foyer, Shepslone Level 6
• MedicalSchool-Examinations Room, 6thRoar,Nelson RMandela Medi(ol School
• Edgewood Campus -MainAdminislration Block
PIeosenote thot lailure10(amplele the University's regislrotion pr«edurBS byobla~or validatingyours.udenllD Card by lhe dose .of theoffKiolregislrationperIOdwiI ollrac1a R240.oo penolty. A(horge01R20 is le¥led for Ihe replacement01anyIos.or damaged
IDW '
PARKING:
Porkinv.lees0IIIIIv10all«(ess controlled parking area. Studenls musl be in possession of0yalid UKlN SludenllO Cord before making on application"for'a parking dil<, '
Applyon-linelar your student·parkingdis<andpostthe parking fee to your student lee a«ounl. (Ayailable'o Howord (ollege, MeOKal SdiooI, and~sludents only)
eliciton Student Parking Oisc and100IowIhe slep-by·slep inslrudions.
PAID STUDENT PARICING AREAS:
• Jubl1ee Cor Park- PrincBSS A1ice Aye
TheJubileeCarPorkCOlIbe auess fromPrirKessA1i(e Ayenue. Ayalid parking dil< is required lar Yehide accBSslo thissecurity- contraledcorpork. Apedestrianbridge takes sludenls sofely ocross the rood and onto (ampusvia0pedestrian turnstile.The Jubl1ee Car PaBisrBServed lorusebYIsI Year Students and011other yehides displaying0yalid UKIN sludent·parking disc
• 75,hAnniversaryAyenue NorthandSouth '
• Bio-SdBIKe Cor Pork
• Shepstane Sludent Cor Pork
Theabovecar parks(on be ouess from Froncios Rood from the south/west and Queen Elizabelh AYenue/South Ridge Rood Irom Ihl north. TheSeparking areas ore reserved faruseby 2nd year and more senior sludenls who display on lheir vehicle0yalid UKlN·DBN studenllJOrking dil<. '
Old Mutuol Sport HoD -FrantiosRood
, Reserved laruselJyyehides dislllavina a yalid UKlN parking dil<.
• UmbilaSportsCIuh -Carner ollJmbiIO and Hannah Rood
The university has reserved0number01parking boys01the Umbilo Sporls (Iub for uso by sludents onending Ihe Nelson R Mandelo MeGKoI xhpol. Sludenls who disploy on Iheir vehide a valid UKlN parking dis( may moke use01this cor park.
ocar guard patrolsthepOrking area.
RESIDENCI PARKING
Residence studentsCIIIapply on~1lIfar Iheir Residence parking disc. No chargeisIeyied lor0residence·parking disc however a yalid student ID Card and0Conlirmolion of Residen<e slip from Sludent Housing is required before0disc moybeissued. Please note Ihal a ResidelKIparkingdil<doesnot granl yehide II(cBSslo the PAID sludent parking oreas.
INFORMATION
• It is on OHBlKI1opr«ure0parkingdiscfor01st year student so thallhey may gain vehide auess10'he lollowing parking areas,
o 7SIh Anniversary Avenue North and South o Bjg..Sdence (or Park
o Sheps'one Student Cor Pork .
• SludentsmayNOTbe dropped011or colleded wilhin rhe main sloff parking areo unless spe<ial <irwmstances exisl. Drop.off ond colledion paints ore ayailable althe following locollons.
o GATE 3- FRANClOS ROAD
o PRINCESS ALlCE AVENUE (A pedeslrion bridge lokes sludelllssafely nuoss Ihe rond olld01110compus via a pedeslrian
~~ . .
• The dropping off and colle<ling of sludenls ollhe moin enlron<e10(ampus, Kin9 George VAvenue, GATE I, is dil<ouroged.
Congettion crealedbyyehideS slopping and turning allhis busy entran<e impedes s'all ond visiloo yehklBS from enlering (ompus.
• Students maybe granted Yehide «(BSS to main (ompus parking belween Ihe hours01t~h4Sto 06h30, Monday toFriday, 24 hours oyer _keiMk and Publi(Ho~dqys.
• Theuse of aniDeaoIJyCCJlliedparking dil< is (oostiluled os fraud. Any sludent found in pussession of0fraudulen'ly (opied or deloced parking ail<'willbe reporled10the University Proclor lor disciplinary purposes.
INTERNATIONAL SlVDENTS .
Before proc. wilh academic regislralion please ensure Ihat you hove obtained heahh insurance and study permil dearance from the Intemotional\tudent Sopport Office on Shepstone Leyel4.
RESIDENCI STUDENTS
Residen<e sludents mus' Oblain residence deuron(e from the Sludent Fees OfficBS, register a(QdemicaHy wilh Iheir Focullies, ond Ihen reportto,heResidence ollice which willbebased a' Sludenl Union Building during Regislralion week (07·12 February 20051. "is rather imPortonl that0/1residen<e studenls arrive during Ihe ollice hours (OBhOO· J6hool.
SPORTS REGISTRATION
Keep on eye open fQl' stands outside Shcpstone building 7- I1 February 2005. /herewinbe'olsof sparts demos and lun Itoppenings!
For IUrlher infarmolion conlo(1:
Sports Adminillralion, 3rd Floor Sludenl Union 8ui/ding, Durbon or031 .260228'/2602/97
_r-_
REGISTRATION FLOW CHART
heolth insurOIKB dearonce from the Intemalional Sludent Suppart Ollice an Shepslone level4.
NO IHave you already oblalned
1 IFINANCIAL CLEARANCE?
Prareecl10STUDENT FEES ond/or Student Funding