The effects of total quality management on organizational performance in the South African Police Service's forensic science laboratory

Daku, Tshepo Harrington Patrick (2019-04)

Thesis (MPA)--Stellenbosch University, 2019.

Thesis

ENGLISH SUMMARY : The purpose of this study was to determine the effect of Total Quality Management (TQM) elements of Leadership, Employee Involvement and Customer Focus on Organisational Performance within the South African Police Service, Forensic Science Laboratory. A thorough analysis of TQM was provided for a better understanding of the concept. The elected elements of TQM for this study were described in detailed and broken down into dimensions. These dimensions were used as indicators in the questionnaires to measure their effects and contributions to organisational performance. The questionnaire was divided into different sections that covered all the TQM elements elected for this study. This was administered to a purposive sample of Forensic Analysts of the Forensic Science Laboratory at Silverton and General Piet Joubert Buildings. The dimensions for each of the study variables were converted into statements to which respondents provided their perception on a seven point Likert scale. The results and findings of the study provided valuable information to management and employees of Forensic Science Laboratory to identify areas of improvement. Furthermore the study aimed to promote TQM principles at the Forensic Science Laboratory. Employees not being involved in setting up performance goals or in decision making were identified as the main contributors to non-performance. On the positive side, resource allocation, training and competency of members and the FSL understanding of customer needs were identified as performance enhancers.

AFRIKAANSE OPSOMMING : Die doel van hierdie studie was om te bepaal wat uitwerking van Totale Gehalte Bestuur (TGB) elemente van leierskap, werknemer betrokkenheid en kliënt fokus op organisatoriese prestasie binne die Suid-Afrikaanse Polisie diens, Forensiese Wetenskap Laboratorium (FWL). 'n Deeglike analise van TGB vir 'n beter begrip van die konsep is verskaf. Die verkose TGB elemente vir hierdie studie was gedetailleerd afgebreek in verskeie dimensies beskryf. Hierdie dimensies is gebruik as aanwysers en die vraelys om die effek en bydraes to die organisatories prestasie te bepaal. Die vraelys is verdeel in verskeie afdelings wat al die verkose TGB elemente vir hierdie studie dek. Dit was aan 'n doelbewusde monster van die Forensiese ontleders van die Forensiese Wetenskap Laboratorium by Silverton en Generaal Piet Joubert geboue toegebied. Die dimensies vir elk van die studie veranderlikes was omskep in stellings waaraan respondente hul persepsie op 'n sewe punt Likert skaal verskaf het. Die resultate van die studie verskaf waardevolle inligting aan die bestuur en werknemers van die Forensiese Wetenskap Laboratorium om areas van verbetering teidentifiseer. Die studie was verder daarop gemik om TGB beginsels by die Forensiese Wetenskap Laboratorium te bevorder. . Werknemers wat nie is in die opstelling van prestasie doelwitte of in besluitneming betrokke is nie, is geïdentifiseer as die belangrikste bydraers tot nie-prestasie. Aan die positiewe kant is hulpbron toekenning, opleiding en bevoegdheid van lede, en die FWL begrip van kliënte se behoeftes geïdentifiseer as prestasie versterkers.

Please refer to this item in SUNScholar by using the following persistent URL: http://hdl.handle.net/10019.1/106250
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