QUESTION 1

(a) Every organisation must focus on quality performance. With the help of a schematic diagram, define the following terms as applied to management performance and illustrate each in the context of a public sector organization

i. Economy

ii. Efficiency

iii. Effectiveness

(b) Equity is a major distinguishing principle governing public services.

i. Define equity

ii. Explain its relevance to the public sector

QUESTION 2

Human Resource Development (HRD) has been recognized as fundamental to promote high-level performance in both public and private organizations

(a) What are the main objectives/dimensions of HRD strategy?

(b) Give a brief outline of Herzberg's two-factor theory

(c) List 5 important factors leading to dissatisfaction in the public service

(d) List 5 important factors leading to satisfaction in the public service