Browsing Conference Papers and Presentations (School of Public Management and Administration (SPMA)) by Author "Crous, M."

Browsing Conference Papers and Presentations (School of Public Management and Administration (SPMA)) by Author "Crous, M."

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  • Leading internal customer care for external excellence 
    Crous, M. (South African Association for Public Administration and Management, 2005-10)
    The customer care or service approach is designed to improve relationships with and ways of handling customers, that is to realign organisational strategies and processes towards satisfying customers’ needs. The best ...
  • Managing performance for customer satisfaction through quality service delivery 
    Crous, M. (South African Association for Public Administration and Management, 2006-09)
    If performance management is described as an integrated approach to delivering sustained success to organisations by improving the performance of the people who work in them, consideration needs to be given to what signals ...