Synergy of administrative processes, procedures and service delivery in higher education.
Prinsloo, Magrietha Jacoba
Prinsloo, Magrietha Jacoba
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Abstract
Although most students are not aware of all the administrative tasks involved in the processes during the period from choosing a university to graduation, they become aware of the administrative processes as soon as problems arise. They are often confronted with administrative problems that result in poor customer service. By the time students reach the
graduation office and are confronted with administrative problems concerning their graduation, they become very disappointed. The problem therefore focuses on whether a graduation office can work proactively and improve customer service to such an extent that the customers: namely, the students and their guardians, have a satisfying experience. In this study, applied research was conducted with geographical demarcation including universities in Gauteng and the social network consisting of staff and students as participants. The researcher made use of non-probability/convenience samples and both quantitative and qualitative statistics. The aim was to determine the underlying service delivery problems and to suggest improvements to the graduation offices. Qualitative and quantitative methods were used and the data collection instruments included questionnaires with statistical data analyses. The population consisted of graduating students who had already experienced interaction with administrative offices at these universities, and departmental staff that serviced these students. Triangulation of data was conducted to confirm the findings of the research. The non-experimental design included cohort studies with primary and secondary data which included semi-structured questionnaires, personal visits, telephone and email communication, and official statistics from archival resources. In general there is a feeling among staff at administrative departments of universities that they wait constantly for other departments to complete their outputs which serve as their inputs. This process of departments not transferring their work in time and also sending incomplete or incorrect qualifications is the main reason for students not graduating. This could be one of the reasons for students then complaining that they have had to wait too long for an answer after applying to graduate or received their communication too late.
Description
Submitted in fulfilment of the requirements for the degree, Magister Technologiae Office Management and Technology in the Department of Office Management and Technology, Faculty of Management Sciences at the Tshwane University of Technology
Date
2013-11-01
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Tshwane University of Technology
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Keywords
Synergy, Service resources, Service value chain, Higher education, Motivational theories