The impact of organisational culture on service delivery in a major private security company

• Main Authors: Kokt, D., Van der Merwe, C.A.
• Other Authors: Central University of Technology, Free State, Bloemfontein
• Format: Others
• Language: en_US
• Published: Journal for New Generation Sciences, Vol 7, Issue 2: Central University of Technology, Free State, Bloemfontein 2015
• Subjects: Organisational culture; Service delivery; Competing Values Framework (CVF); Baldrige Award Criteria; Private security in South Africa
• Online Access: http://hdl.handle.net/11462/535

Published Article === In today's highly competitive business environment service delivery has become a key issue. Providing quality service could enhance an organisation's competitive advantage with beneficial financial implications. Service delivery requires the full cooperation and commitment of all the employees in the organisation, including management. The culture of the organisation supports this by eliciting a unified response from employees that supports the quality of service rendered to customers. In this regard the paper provides a statistical analysis of the impact of organisational culture on service delivery in a major South African private security company. Due to its applicability the Competing Values Framework (CVF) was instrumental in measuring the culture of the organisation and the award winning Baldrige Award Criteria in ascertaining its levels of service delivery.