| Abstrakt: |
Total quality management (TQM) can serve as a management tool for an organisation that seeks to improve its service delivery to clients. The purpose of this paper is to examine whether TQM can be employed as a management tool to improve service delivery to land claimants since client satisfaction is a goal for every organisation, in particular a public sector organisation that renders services to its community. For instance, an organisation can improve its service delivery to claimants through the use of TQM principles such as customer focus, service quality, customer satisfaction, effective communication, and organisational culture in its operational activities. A non-probability purposive sampling method for the quantitative method was used, and data was collected from land claimants. A self-administered questionnaire was used to collect data from 152 land claimants in Mahikeng (North West Province), South Africa. The main findings revealed that land claimants were dissatisfied with the level of service rendered by the Department of Agriculture, Land Reform, and Rural Development (DALRRD), as a result of ineffective communication on the process that should be followed to submit claims. The implications of the findings indicate that the successful implementation of TQM in an organisation requires management as well as employees to have the appropriate knowledge and skills to usher in organisational change and improve service delivery to land claimants. TQM principles symbolises the belief that the management process must focus on integrating customer-driven quality throughout an organisation, as it is considered a powerful tool for creating a quality culture since it focuses on leadership, communications, training of employees, customers, and continuous improvements of operating systems. [ABSTRACT FROM AUTHOR] |
