A critical analysis of the influence of the performance management system used in the financial department at General Motors South Africa
- Authors: Beckett, Yasmien
- Date: 2005
- Subjects: Performance -- Management , Employees, Rating of , Organizational effectiveness , Finance departments , General Motors (South Africa)
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10925 , http://hdl.handle.net/10948/155 , Performance -- Management , Employees, Rating of , Organizational effectiveness , Finance departments , General Motors (South Africa)
- Description: Recently, organisations have been faced with challenges like never before. Increasing competition from businesses across the world has meant that businesses must be more careful about the choice of strategies to remain competitive. This situation has placed more focus on organizational effectiveness in that systems and processes be applied in the right way to the right things to achieve results. All of the organisational processes must continue to be aligned to achieve the overall results desired by the organisation for it to survive and thrive. Performance management is an ongoing process that should reflect the current and emerging business challenges, as well as the company’s values about performance and careers. As the business and workforce change, the performance management process should be modified to ensure that the process and tools remain congruent with organisational values and priorities. The objective of this study was to identify the influence of the current performance management system, in the Finance department at General Motors South Africa, as a facilitation tool in aiding or assisting management in achieving individual and departmental goals. To achieve this objective a comprehensive literature study was performed to determine the views on performance, and on performance management systems. A questionnaire was designed based on the guidelines in the literature study, in order to establish the extent to which the organisation manages performance. The researcher used the random sampling method of selection and distributed the questionnaire to eighty one potential respondents via mail and electronic e-mail. Forty one completed questionnaires were returned and these were processed and -iiianalysed using Microsoft Office Excel 2003, running on the Windows XP suite of computer packages. The respondent’s opinion obtained from the questionnaires were compared with the guidelines provided by the literature study in order to identify shortcomings of the influence that the performance management system has on the achievement of individual and departmental goals at the selected organisation. It can be concluded from the respondent’s opinions that the greatest shortcomings of the current performance management system are the link between performance and reward, and commitment to the process in its totality. The other areas of concern are the lack of training and development, and the necessary resources required to achieve objectives. The study also indicates there is no overwhelming agreement that feedback, both positive and negative, takes place as the literature suggests. The following were the main recommendations and conclusions made: • Firstly, it is imperative that management undergoes training in the feedback and review process which is a critical element in the performance management cycle. • Secondly, to realise the benefit of increased employee effectiveness, management should undergo training to become more effective career coaches to promote a climate of continuous learning and professional growth. • Thirdly, the reward system should be reviewed, if management is committed to using pay as an incentive for desired levels and directions of performance. • Fourthly, management can set an example and build commitment for effective performance management and be leaders at all levels.
- Full Text:
- Date Issued: 2005
- Authors: Beckett, Yasmien
- Date: 2005
- Subjects: Performance -- Management , Employees, Rating of , Organizational effectiveness , Finance departments , General Motors (South Africa)
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10925 , http://hdl.handle.net/10948/155 , Performance -- Management , Employees, Rating of , Organizational effectiveness , Finance departments , General Motors (South Africa)
- Description: Recently, organisations have been faced with challenges like never before. Increasing competition from businesses across the world has meant that businesses must be more careful about the choice of strategies to remain competitive. This situation has placed more focus on organizational effectiveness in that systems and processes be applied in the right way to the right things to achieve results. All of the organisational processes must continue to be aligned to achieve the overall results desired by the organisation for it to survive and thrive. Performance management is an ongoing process that should reflect the current and emerging business challenges, as well as the company’s values about performance and careers. As the business and workforce change, the performance management process should be modified to ensure that the process and tools remain congruent with organisational values and priorities. The objective of this study was to identify the influence of the current performance management system, in the Finance department at General Motors South Africa, as a facilitation tool in aiding or assisting management in achieving individual and departmental goals. To achieve this objective a comprehensive literature study was performed to determine the views on performance, and on performance management systems. A questionnaire was designed based on the guidelines in the literature study, in order to establish the extent to which the organisation manages performance. The researcher used the random sampling method of selection and distributed the questionnaire to eighty one potential respondents via mail and electronic e-mail. Forty one completed questionnaires were returned and these were processed and -iiianalysed using Microsoft Office Excel 2003, running on the Windows XP suite of computer packages. The respondent’s opinion obtained from the questionnaires were compared with the guidelines provided by the literature study in order to identify shortcomings of the influence that the performance management system has on the achievement of individual and departmental goals at the selected organisation. It can be concluded from the respondent’s opinions that the greatest shortcomings of the current performance management system are the link between performance and reward, and commitment to the process in its totality. The other areas of concern are the lack of training and development, and the necessary resources required to achieve objectives. The study also indicates there is no overwhelming agreement that feedback, both positive and negative, takes place as the literature suggests. The following were the main recommendations and conclusions made: • Firstly, it is imperative that management undergoes training in the feedback and review process which is a critical element in the performance management cycle. • Secondly, to realise the benefit of increased employee effectiveness, management should undergo training to become more effective career coaches to promote a climate of continuous learning and professional growth. • Thirdly, the reward system should be reviewed, if management is committed to using pay as an incentive for desired levels and directions of performance. • Fourthly, management can set an example and build commitment for effective performance management and be leaders at all levels.
- Full Text:
- Date Issued: 2005
An evaluation of Volkswagen of South Africa's graduate training programme to develop a model for achieving programme outcomes
- Authors: Avrabos, Cheryl Lee
- Date: 2005
- Subjects: College graduates -- Recruiting -- South Africa , Volkswagen of South Africa (Firm)
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9376 , http://hdl.handle.net/10948/168 , College graduates -- Recruiting -- South Africa , Volkswagen of South Africa (Firm)
- Description: The purpose of this study was to develop a process model in order to meet outcomes of graduate training programmes, with specific relevance to Volkswagen of South Africa. To do this, VWSA’s Graduate Training Programme was assessed in terms of the approach currently used by VWSA to recruit, select and train graduate trainees. A literature study was conducted to reveal strategies for effectively training new recruits and the development of leadership competencies. Based on this study a model was developed to facilitate the graduate training programme process to achieve programme objectives. The study aimed at making a contribution to graduate training programmes by identifying key leadership competencies, as well as the training interventions which lead to the development of these competencies. It was found that the technical skills that the trainees acquire at their tertiary educational institutions are not sufficient in today’s workplace, thereby necessitating closer working relationships between these institutions and businesses so that needs can be shared, as well as more comprehensive training programmes being provided. The research methodology comprised the following steps: An analysis was made of VWSA’s current processes regarding recruitment, selection and training of their graduate trainees. iv An assessment of leadership competencies in terms of knowledge, skills and attitudes that contribute to successful performance was undertaken. Training interventions as a process was studied. An analysis was made as to what extent the existing training interventions for VWSA’s graduate programme achieve the desired programme outcomes by means of a research questionnaire circulated to mentors/coaches and graduate trainees within the organisation. A model was developed to serve as a holistic framework for the recruitment, selection and training of graduate trainees for all motor and related industries undertaking graduate training programmes. The above was achieved through a practical study and a literature study, making use of questionnaires, as well as relevant published, unpublished and electronic texts and studies. Conclusions were drawn and recommendations were made based on data established through theoretical research and data obtained from the questionnaires.
- Full Text:
- Date Issued: 2005
- Authors: Avrabos, Cheryl Lee
- Date: 2005
- Subjects: College graduates -- Recruiting -- South Africa , Volkswagen of South Africa (Firm)
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9376 , http://hdl.handle.net/10948/168 , College graduates -- Recruiting -- South Africa , Volkswagen of South Africa (Firm)
- Description: The purpose of this study was to develop a process model in order to meet outcomes of graduate training programmes, with specific relevance to Volkswagen of South Africa. To do this, VWSA’s Graduate Training Programme was assessed in terms of the approach currently used by VWSA to recruit, select and train graduate trainees. A literature study was conducted to reveal strategies for effectively training new recruits and the development of leadership competencies. Based on this study a model was developed to facilitate the graduate training programme process to achieve programme objectives. The study aimed at making a contribution to graduate training programmes by identifying key leadership competencies, as well as the training interventions which lead to the development of these competencies. It was found that the technical skills that the trainees acquire at their tertiary educational institutions are not sufficient in today’s workplace, thereby necessitating closer working relationships between these institutions and businesses so that needs can be shared, as well as more comprehensive training programmes being provided. The research methodology comprised the following steps: An analysis was made of VWSA’s current processes regarding recruitment, selection and training of their graduate trainees. iv An assessment of leadership competencies in terms of knowledge, skills and attitudes that contribute to successful performance was undertaken. Training interventions as a process was studied. An analysis was made as to what extent the existing training interventions for VWSA’s graduate programme achieve the desired programme outcomes by means of a research questionnaire circulated to mentors/coaches and graduate trainees within the organisation. A model was developed to serve as a holistic framework for the recruitment, selection and training of graduate trainees for all motor and related industries undertaking graduate training programmes. The above was achieved through a practical study and a literature study, making use of questionnaires, as well as relevant published, unpublished and electronic texts and studies. Conclusions were drawn and recommendations were made based on data established through theoretical research and data obtained from the questionnaires.
- Full Text:
- Date Issued: 2005
An investigation of the factors that influence the decision-making of Chinese tourist travelling to South Africa
- Authors: Wan, Jiangtao
- Date: 2005
- Subjects: Tourism -- South Africa -- Decision making , Chinese -- Travel -- South Africa -- Attitudes
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9340 , http://hdl.handle.net/10948/411 , Tourism -- South Africa -- Decision making , Chinese -- Travel -- South Africa -- Attitudes
- Description: The growth of the Chinese economy represents a significant opportunity for global travel and tourism and it has raised the expectation that the South African tourism industry will explore and benefit from the Chinese outbound market growth. Since international travel and tourism is becoming a significant component of the South African economy, it is important to understand the factors that influence consumer decision-making in tourism. The main objective of this study was to determine the factors that influence the decision-making of Chinese tourists that travel to South Africa. The research gives a systemic review of the Chinese outbound market, starting with the Chinese outbound travel history, and the impact of the social-economic issues on Chinese travel and tourism. An overview is provided of the size, growth and the regulation of the Chinese outbound market, as well as the main characteristics of Chinese outbound tourists. The factors that influence decision-making are compartmentalised into two categories: internal and external factors. Internal and external factors relate to the concept that people travel due to the fact that they are pushed by their own internal forces and pulled by the external forces such as the social environment, reference groups, social class, the restrictions from government regulations and the attraction of travel destination countries. The empirical findings reflect that the factors that have the most significant impact on the decision-making process of Chinese outbound tourists travelling to South Africa are perception about safety, lack of knowledge about South Africa and a growth in the use of the Internet as a source of tourist information. The study also reflects a tendency towards individualism and a shift away from traditional group decision-making. Based on the findings of the empirical study, South Africa tourism needs to offer a safe travel environment, provide greater access to information featuring South Africa as a tourist destination, and offer discounted travel packages
- Full Text:
- Date Issued: 2005
- Authors: Wan, Jiangtao
- Date: 2005
- Subjects: Tourism -- South Africa -- Decision making , Chinese -- Travel -- South Africa -- Attitudes
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9340 , http://hdl.handle.net/10948/411 , Tourism -- South Africa -- Decision making , Chinese -- Travel -- South Africa -- Attitudes
- Description: The growth of the Chinese economy represents a significant opportunity for global travel and tourism and it has raised the expectation that the South African tourism industry will explore and benefit from the Chinese outbound market growth. Since international travel and tourism is becoming a significant component of the South African economy, it is important to understand the factors that influence consumer decision-making in tourism. The main objective of this study was to determine the factors that influence the decision-making of Chinese tourists that travel to South Africa. The research gives a systemic review of the Chinese outbound market, starting with the Chinese outbound travel history, and the impact of the social-economic issues on Chinese travel and tourism. An overview is provided of the size, growth and the regulation of the Chinese outbound market, as well as the main characteristics of Chinese outbound tourists. The factors that influence decision-making are compartmentalised into two categories: internal and external factors. Internal and external factors relate to the concept that people travel due to the fact that they are pushed by their own internal forces and pulled by the external forces such as the social environment, reference groups, social class, the restrictions from government regulations and the attraction of travel destination countries. The empirical findings reflect that the factors that have the most significant impact on the decision-making process of Chinese outbound tourists travelling to South Africa are perception about safety, lack of knowledge about South Africa and a growth in the use of the Internet as a source of tourist information. The study also reflects a tendency towards individualism and a shift away from traditional group decision-making. Based on the findings of the empirical study, South Africa tourism needs to offer a safe travel environment, provide greater access to information featuring South Africa as a tourist destination, and offer discounted travel packages
- Full Text:
- Date Issued: 2005
Brand awareness of students at the Nelson Mandela Metropolitan University
- Authors: Huang, Wei
- Date: 2005
- Subjects: Brand name products , Brand choice , Consumers' preferences , Nelson Mandela Metropolitan University -- Students -- Attitudes
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9350 , http://hdl.handle.net/10948/187 , Brand name products , Brand choice , Consumers' preferences , Nelson Mandela Metropolitan University -- Students -- Attitudes
- Description: To ensure a long-term successful product brand, it is important to build brand awareness, to reach the consumer’s mind, encourage a consumer to develop a preference and eventually provide a positive contribution to consumer decision-making. Therefore, there is a need to understand and identify the role of brand awareness in the purchase process. An understanding of students as consumers and their brand awareness is important to marketers, particularly as students are recognised as a specialised market segment for a variety of products. The research focused on identifying the differences, if any, in brand awareness and its role in students’ purchase of sportswear clothing and sportswear shoes (high-involvement products) and coffee (a low-involvement product). A drop-off survey was used to collect the required empirical data from a convenience sample of 450 students enrolled at the Nelson Mandela Metropolitan University. The empirical findings showed that students were more aware of sportswear clothing and shoe brands than of coffee brands. Advertising played an important role in the awareness of sportswear shoes and clothing brands, but seemed unimportant in the case of coffee. Brand elements were found to enhance brand awareness. The brand name was important for coffee, while the name and the logo played a role in students’ awareness of sportswear brands. The study deduced that differences in brand awareness between high-involvement and low-involvement products exist among the students. Marketers thus need to choose appropriate strategies to create and increase brand awareness for the different products.
- Full Text:
- Date Issued: 2005
- Authors: Huang, Wei
- Date: 2005
- Subjects: Brand name products , Brand choice , Consumers' preferences , Nelson Mandela Metropolitan University -- Students -- Attitudes
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9350 , http://hdl.handle.net/10948/187 , Brand name products , Brand choice , Consumers' preferences , Nelson Mandela Metropolitan University -- Students -- Attitudes
- Description: To ensure a long-term successful product brand, it is important to build brand awareness, to reach the consumer’s mind, encourage a consumer to develop a preference and eventually provide a positive contribution to consumer decision-making. Therefore, there is a need to understand and identify the role of brand awareness in the purchase process. An understanding of students as consumers and their brand awareness is important to marketers, particularly as students are recognised as a specialised market segment for a variety of products. The research focused on identifying the differences, if any, in brand awareness and its role in students’ purchase of sportswear clothing and sportswear shoes (high-involvement products) and coffee (a low-involvement product). A drop-off survey was used to collect the required empirical data from a convenience sample of 450 students enrolled at the Nelson Mandela Metropolitan University. The empirical findings showed that students were more aware of sportswear clothing and shoe brands than of coffee brands. Advertising played an important role in the awareness of sportswear shoes and clothing brands, but seemed unimportant in the case of coffee. Brand elements were found to enhance brand awareness. The brand name was important for coffee, while the name and the logo played a role in students’ awareness of sportswear brands. The study deduced that differences in brand awareness between high-involvement and low-involvement products exist among the students. Marketers thus need to choose appropriate strategies to create and increase brand awareness for the different products.
- Full Text:
- Date Issued: 2005
Developing a model for establishing, implementing, and maintaining learnerships in South Africa
- Authors: Hamlet, Brian
- Date: 2005
- Subjects: Employees -- Training of -- South Africa , Experiential learning -- South Africa , Education, Cooperative -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9377 , http://hdl.handle.net/10948/156 , Employees -- Training of -- South Africa , Experiential learning -- South Africa , Education, Cooperative -- South Africa
- Description: The research problem in this study was to identify how successful the methods are that organisations use within the Manufacturing Engineering and Related Services Education and Training Authorities (MERSETA) chambers to develop, implement and maintain learnerships. To achieve this aim a literature examination to determine the aspects of workplace learning were explored, including the various perspectives of learning, together with an investigation into workplace learning. Further, apprenticeships, traineeships, learnerships were discussed; including the concepts vocational education and training standards, and competence explored. Finally a process model for effective learnership implementation was presented based on international approaches together with the South African models and current practices. - v - The process learnership model served as a basis for drawing up a survey questionnaire to establish the extent to which organisations agreed or disagreed with the learnership model developed. The survey was limited to the “automobile” and “new tyre” chambers of the MERSETA. The results obtained from the empirical study indicted a high degree of agreement with the process model for effective learnership implementation. The results obtained from the quantitative data, and qualitative data were used to adapt the learnership process model, and produce a six-phase integrated learnership model. From the survey it become evident that organisations needed to be sensitised and educated as to learnerships before considering more seriously learnership implementation. Further, it emerged that learnerships cannot only be effective within a process approach, and that it should also take place within a positive “organisational learning culture”. Organisations and Sector Education and Training Authorities (SETAs) can now use the six-phase integrated learnership model with confidence, as there was a high degree of agreement with the learnership model that was developed as part of this research study. The six-phase integrated learnership model has been comprehensively developed and surveyed by organisations that are currently implementing learnerships on a large scale. Organisations and SETAs can now give effect to the Skills Development Act No. 97 of 1998, and contribute to the National skills Development Strategy of 2001, which aims to improve the workplace skills of all South Africans.
- Full Text:
- Date Issued: 2005
- Authors: Hamlet, Brian
- Date: 2005
- Subjects: Employees -- Training of -- South Africa , Experiential learning -- South Africa , Education, Cooperative -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9377 , http://hdl.handle.net/10948/156 , Employees -- Training of -- South Africa , Experiential learning -- South Africa , Education, Cooperative -- South Africa
- Description: The research problem in this study was to identify how successful the methods are that organisations use within the Manufacturing Engineering and Related Services Education and Training Authorities (MERSETA) chambers to develop, implement and maintain learnerships. To achieve this aim a literature examination to determine the aspects of workplace learning were explored, including the various perspectives of learning, together with an investigation into workplace learning. Further, apprenticeships, traineeships, learnerships were discussed; including the concepts vocational education and training standards, and competence explored. Finally a process model for effective learnership implementation was presented based on international approaches together with the South African models and current practices. - v - The process learnership model served as a basis for drawing up a survey questionnaire to establish the extent to which organisations agreed or disagreed with the learnership model developed. The survey was limited to the “automobile” and “new tyre” chambers of the MERSETA. The results obtained from the empirical study indicted a high degree of agreement with the process model for effective learnership implementation. The results obtained from the quantitative data, and qualitative data were used to adapt the learnership process model, and produce a six-phase integrated learnership model. From the survey it become evident that organisations needed to be sensitised and educated as to learnerships before considering more seriously learnership implementation. Further, it emerged that learnerships cannot only be effective within a process approach, and that it should also take place within a positive “organisational learning culture”. Organisations and Sector Education and Training Authorities (SETAs) can now use the six-phase integrated learnership model with confidence, as there was a high degree of agreement with the learnership model that was developed as part of this research study. The six-phase integrated learnership model has been comprehensively developed and surveyed by organisations that are currently implementing learnerships on a large scale. Organisations and SETAs can now give effect to the Skills Development Act No. 97 of 1998, and contribute to the National skills Development Strategy of 2001, which aims to improve the workplace skills of all South Africans.
- Full Text:
- Date Issued: 2005
Dimensions of guest house service: perceptions of owners and expectations of business travellers
- Wang, Yi
- Authors: Wang, Yi
- Date: 2005
- Subjects: Hospitality industry -- Customer relations , Boardinghouses -- Customer services -- South Africa , Consumer satisfaction -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9354 , http://hdl.handle.net/10948/d1006215 , Hospitality industry -- Customer relations , Boardinghouses -- Customer services -- South Africa , Consumer satisfaction -- South Africa
- Description: The need for successful management of a guest house in the increasingly competitive hospitality industry in South Africa, compels guest house owners to understand their customers’ needs and deliver service of acceptable quality. The objective of the research is to find out what business travellers expect from a guest house and how these expectations compare with the perceptions of guest house owners in Port Elizabeth. Conclusions drawn from this research would also benefit guest house owners in other parts of the country. A literature review was conducted to provide an understanding of the nature of service and the role “evidence of service” can play in the perception of quality. The empirical study aimed at comparing business travellers’ expectations of guest house service with guest house owners’ perceptions of their guests’ expectations. The empirical findings showed that business travellers deemed secure parking and professionalism of staff as the most important attributes, while guest house owners thought it would be friendliness of front desk staff and efficient handling of complaints. Moreover, both groups indicated that cleanliness of rooms and services performed by staff adequately the first time, were of particular importance. It was also found that the importance rating of the different service dimensions were not significantly influenced by the business travellers’ gender, managerial position, nights of stay or by the guest house grading. The study proposes that guest house owners continue to focus on strategies for training and developing competent employees, simplify the steps of service delivery and improve on the standards of the servcie to ensure that business facilities are in line with the expectations of business travelers.
- Full Text:
- Date Issued: 2005
- Authors: Wang, Yi
- Date: 2005
- Subjects: Hospitality industry -- Customer relations , Boardinghouses -- Customer services -- South Africa , Consumer satisfaction -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9354 , http://hdl.handle.net/10948/d1006215 , Hospitality industry -- Customer relations , Boardinghouses -- Customer services -- South Africa , Consumer satisfaction -- South Africa
- Description: The need for successful management of a guest house in the increasingly competitive hospitality industry in South Africa, compels guest house owners to understand their customers’ needs and deliver service of acceptable quality. The objective of the research is to find out what business travellers expect from a guest house and how these expectations compare with the perceptions of guest house owners in Port Elizabeth. Conclusions drawn from this research would also benefit guest house owners in other parts of the country. A literature review was conducted to provide an understanding of the nature of service and the role “evidence of service” can play in the perception of quality. The empirical study aimed at comparing business travellers’ expectations of guest house service with guest house owners’ perceptions of their guests’ expectations. The empirical findings showed that business travellers deemed secure parking and professionalism of staff as the most important attributes, while guest house owners thought it would be friendliness of front desk staff and efficient handling of complaints. Moreover, both groups indicated that cleanliness of rooms and services performed by staff adequately the first time, were of particular importance. It was also found that the importance rating of the different service dimensions were not significantly influenced by the business travellers’ gender, managerial position, nights of stay or by the guest house grading. The study proposes that guest house owners continue to focus on strategies for training and developing competent employees, simplify the steps of service delivery and improve on the standards of the servcie to ensure that business facilities are in line with the expectations of business travelers.
- Full Text:
- Date Issued: 2005
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