Evaluation of the Monyetla Work Readiness ... - Business Trust

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CONTENTSDEFINITIONS...............................................................................................................................4ACRONYMS..................................................................................................................................5EXECUTIVE SUMMARY.............................................................................................................61 BACKGROUND TO THE CASE STUDY......................................................................101.1 Introduction and Context....................................................................................................................101.2 Opportunities in the South African BPO&O Sector.....................................................................101.3 Challenges................................................................................................................................................111.4 The BPO&O Sector Support Programme (SSP).............................................................................111.5 A Skills Development Strategy for the BPO&O Sector ...............................................................121.6 This Report..............................................................................................................................................122 THE MONYETLA WORK READINESS PROGRAMME .............................................132.1 Introduction and Background .............................................................................................................132.2 The Case for a Work Readiness Programme.................................................................................132.2.1 Responding to Increased Demand for Work Ready Entrants 132.2.2 Meeting the Expectations of Investors 132.2.3 Meeting the Challenges of the Previously Disadvantaged and the Disabled 142.2.4 Meeting the Needs of the Unemployed 142.3 The Role of the Work Readiness Programme ...............................................................................152.4 The Scope of the Programme.............................................................................................................152.5 Programme Beneficiaries (Learners) .................................................................................................162.6 The Curriculum......................................................................................................................................162.7 Services SETA Involvement .................................................................................................................172.8 Project Governance and Management..............................................................................................172.9 A Description of the Model ................................................................................................................182.10 Evaluating the Model .............................................................................................................................192.11 The Funding Model................................................................................................................................192.11.1 Factors that could Impact on Training Costs of Monyetla Programme for the Period2006-2010 202.11.2 Sources of Funding 202.11.3 Funding Approach 203 APPROACH TO THE CASE STUDY.............................................................................233.1 Introduction ............................................................................................................................................233.2 Research Tools.......................................................................................................................................233.3 Data Gathering .......................................................................................................................................244 FINDINGS ...........................................................................................................................254.1 Project Management Evaluation .........................................................................................................254.1.1 Project Process Evaluation 254.1.2 Additional Comments on the Findings 294.2 Structure of Consortia .........................................................................................................................304.2.1 Institutional Arrangements 304.2.2 Consortium Leadership 314.2.3 Provincial Spread 354.3 Training of Unemployed Learners .....................................................................................................354.3.1 Recruitment Process and Methodology 354.3.2 Involvement of Employers in the Selection Process 364.3.3 The Quality Management System (QMS) 364.3.4 Accreditation and Quality of Training 374.3.5 Quality of Learners 374.3.6 Completions 394.3.7 Placement Rates 424.3.8 Learner Demographics 434.3.9 Supervisor and Management Training 432
4.3.10 Further Training 444.4 Training Provider Perceptions of the Project .................................................................................454.5 Employer Perceptions of the Project................................................................................................454.6 Evaluation of the Funding Model ........................................................................................................464.6.1 The Project Budget 464.6.2 Payment of Learner Stipends 464.6.3 Payments to Consortium Members 474.7 Additional Comments on the Findings .............................................................................................474.7.1 Project Governance 475 CONCLUSIONS.................................................................................................................495.1 Project Management (Project Office) Evaluation ...........................................................................495.2 Project Governance and Stakeholder Partnerships.......................................................................495.3 Piloting the Employer-Led Consortium............................................................................................495.4 Placement of 70% of learners in employment on completion of the skills programme .......505.5 Nature of employment contracts entered into by learners ........................................................505.6 Provision of unemployed South Africans with entry level skills to become Contact Centreagents........................................................................................................................................................505.7 Enabling successful learners to enrol in the Contact Centre Level 2 Learnership................515.8 Development of one home-grown supervisor for every six Monyetla learners ....................515.9 Adequacy of current budget of R13, 650 per learner...................................................................515.10 Skills requirements for BPO industry ...............................................................................................525.11 Programme timeframe..........................................................................................................................525.12 Sectorial Differences .............................................................................................................................525.13 Replicability..............................................................................................................................................526 ANNEXURE 1.....................................................................................................................536.1 Consortia Interview Schedule:............................................................................................................537 ANNEXURE 2.....................................................................................................................557.1 Consortia Discussion Guide ...............................................................................................................553
Page 1: An evaluation of the Monyetla WorkR
Page 5 and 6: ACRONYMSList of AcronymsAsgiSABPO&O
Page 7 and 8: • 178 learners (13.6%) not succes
Page 9 and 10: Nature of Employment Contracts Ente
Page 11 and 12: The following is a brief outline of
Page 13 and 14: 2 THE MONYETLA WORK READINESSPROGRA
Page 15 and 16: The training of unemployed people t
Page 17 and 18: Table 1: Training CurriculaCoreID U
Page 19 and 20: 2.10 Evaluating the ModelThe approa
Page 21 and 22: It was also indicated that access t
Page 23 and 24: 3 APPROACH TO THE CASE STUDY3.1 Int
Page 25 and 26: 4 FINDINGSThis section presents the
Page 27 and 28: Organisational Planning and Team De
Page 29 and 30: • Were relationships with trainin
Page 31 and 32: Table 6: Consortia MembersNo. Conso
Page 33 and 34: Lead members who also operated at t
Page 35 and 36: 4.2.3 Provincial SpreadThe Monyetla
Page 37 and 38: 4.3.4 Accreditation and Quality of
Page 39 and 40: Insert 3: The Matlejoane Staffing E
Page 41 and 42: Please refer to the following table
Page 43 and 44: Table 12: The “100% Club” Place
Page 45 and 46: 4.4 Training Provider Perceptions o
Page 47 and 48: the training provider had not paid
Page 49 and 50: 5 CONCLUSIONS5.1 Project Management
Page 51 and 52: and Outbound debt collection enviro
Page 53 and 54:
6.1 Consortia Interview Schedule:6
Page 55 and 56:
7 ANNEXURE 27.1 Consortia Discussio
Page 57:
Training ProvidersStructure of Cons
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