A critical analysis of service quality perceptions of vehicle repair and maintenance retailers
- Authors: Whitlock, Wayne Ronald
- Date: 2010
- Subjects: Customer services -- South Africa -- Evaluation , Motor vehicles -- South Africa -- Maintenance and repairs
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8610 , http://hdl.handle.net/10948/1516 , Customer services -- South Africa -- Evaluation , Motor vehicles -- South Africa -- Maintenance and repairs
- Description: The South African motor industry plays a pivotal role in the economy of South Africa and is a leading indicator in economic change. In general, satisfaction of customer service in the motor industry is steadily improving. However, as research has shown, there is still room for improvement within the industry. Knowing what customers expect is a critical step in delivering good quality service to ensure customer retention in the long-term (Zeithaml, Parasuraman & Berry 1990:62-63). Having a good understanding of the value of forming long-term relationships with customers and their evaluation of the quality of the service provided, cannot be underestimated, as failure to actually ask customers what they think of the service could be detrimental in the long-term. Vehicle manufacturers conduct ongoing research to monitor customer perceptions of the quality of the service provided by their vehicle retailers. The information generated from the research findings can be used by manufacturers to improve levels of service where this appears to be lacking, and deal promptly with any customer complaints. Against this background, how vehicle owners judge the quality of the service provided by a franchised vehicle retailer for a repair and maintenance service, will be crucial to understanding how customers form perceptions of service related firms specifically, and in general, even an entire industry. The primary objective of this study is to assess customer perceptions of service quality with a franchised vehicle retailer following a routine repair and maintenance service. The sample consisted of 3 859 respondents who had their vehicles serviced at a GM South Africa franchised vehicle retailer over a one month period. The empirical results of the study revealed that GM South Africa show general positive results in terms of customer service satisfaction, however, there are some areas where additional attention is required.
- Full Text:
- Date Issued: 2010
- Authors: Whitlock, Wayne Ronald
- Date: 2010
- Subjects: Customer services -- South Africa -- Evaluation , Motor vehicles -- South Africa -- Maintenance and repairs
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8610 , http://hdl.handle.net/10948/1516 , Customer services -- South Africa -- Evaluation , Motor vehicles -- South Africa -- Maintenance and repairs
- Description: The South African motor industry plays a pivotal role in the economy of South Africa and is a leading indicator in economic change. In general, satisfaction of customer service in the motor industry is steadily improving. However, as research has shown, there is still room for improvement within the industry. Knowing what customers expect is a critical step in delivering good quality service to ensure customer retention in the long-term (Zeithaml, Parasuraman & Berry 1990:62-63). Having a good understanding of the value of forming long-term relationships with customers and their evaluation of the quality of the service provided, cannot be underestimated, as failure to actually ask customers what they think of the service could be detrimental in the long-term. Vehicle manufacturers conduct ongoing research to monitor customer perceptions of the quality of the service provided by their vehicle retailers. The information generated from the research findings can be used by manufacturers to improve levels of service where this appears to be lacking, and deal promptly with any customer complaints. Against this background, how vehicle owners judge the quality of the service provided by a franchised vehicle retailer for a repair and maintenance service, will be crucial to understanding how customers form perceptions of service related firms specifically, and in general, even an entire industry. The primary objective of this study is to assess customer perceptions of service quality with a franchised vehicle retailer following a routine repair and maintenance service. The sample consisted of 3 859 respondents who had their vehicles serviced at a GM South Africa franchised vehicle retailer over a one month period. The empirical results of the study revealed that GM South Africa show general positive results in terms of customer service satisfaction, however, there are some areas where additional attention is required.
- Full Text:
- Date Issued: 2010
A critical analysis of the South African automotive industry and government incentive policy
- Authors: Gaskin, Sean
- Date: 2010
- Subjects: Motor Industry Development Programme , Automobile industry and trade -- Government policy -- South Africa , Incentives in industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8656 , http://hdl.handle.net/10948/1358 , Motor Industry Development Programme , Automobile industry and trade -- Government policy -- South Africa , Incentives in industry -- South Africa
- Description: The automotive industry in South Africa exists in its current state due to the developmental programmes created by the South African government. During the next three years the government’s main development policy for the automotive industry will change from the Motor Industry Development Programme (MIDP) to the Automotive Production and Development Programme (APDP). As a result of this change there were feelings of uncertainty experienced across the domestic automotive industry during the APDP’s design and the period leading up to its launch, more or less years 2008 to 2010. Also present is the fear that the industry would collapse when faced with global competition should this change not fully comprehend all aspects of South Africa’s automotive industry. The research problem addressed in this study was to determine the effect on the sector’s competiveness in light of the impending change in governmental development programmes. This was accurately explained and expressed clearly while sub problems were identified from areas in the main problem that required further analysis due to their criticality or lack of clarity. A comprehensive literature review was executed to understand the nature and extent of the South African automotive industry, the Motor Industry Development Programme and the Automotive Production and Development Programme. A primary research instrument was constructed, in the form of a questionnaire, to test specific themes exposed during the literature review which can influence the sector’s competitive advantage. This questionnaire was distributed with the assistance of industry representative bodies NAAMSA (National Association of Automobile Manufacturers of South Africa, the domestic de facto representative body) and NAACAM (National Association of Automotive Component and Allied Manufacturers, a component manufacturers’ representative body), to an even spread of respondents representative of the senior management and executives of automotive companies in South Africa. From the results obtained from the sample group, it seemed that there was consensus on many issues regarding the current structure of the South African automotive industry. Specifically, the profitability of vehicle assemblers and component manufacturers is heavily iii influenced by the incentives offered under the MIDP and the industry is not viable without them. The respondents were virtually unanimous in indicating that there is a need for some form of incentive programme and were positive about the effect the MIDP has had thus far on the automotive industry of South Africa, particularly the effect on the structure, focus and encouraging a reduction in complexity. The research found that it is common practice for OEMs to include the import duty on vehicles imported for domestic consumption even though this duty will be paid with the use of import-duty rebate credit certificates (IRCCs), which are provided to those vehicle assemblers who are net exporters of vehicles. Looking to the future, it emerged that the APDP will have a similar, positive effect on the domestic automotive industry when compared to the MIDP, but the effect will be experienced in a more aggressive manner. Companies will be encouraged by the new development programme to more aggressively improve aspects such as restructuring, rationalising, reducing model proliferation and improving low scale economies for example. Also the APDP will encourage OEMs to increase plant production volumes and ensure that reasonable scale economies are present to develop a domestic component supply industry to a degree. However, the volumes will be insufficient to create a world-class supplier industry. As a result automotive companies will have to be more aggressive in their adoption of more automated production processes and through Automotive Investment Scheme capital investment will increase in both vehicle assemblers and component manufacturers. Component manufacturers indicated that they would invest more in the coming years under the APDP than previously while vehicle assemblers indicated that their investment levels will remain as before. While this is good for the industry, labour is somewhat left out of this: considering the APDP’s focus on increased volumes and capital investments automotive companies are not incentivised to make use of labour-absorbing production processes. The study also found that there is still a need for tariff protection and that the domestic industry would collapse in the face of global competition. The research found that the APDP was compliant with South Africa’s commitments to the World Trade Organisation. Finally, the Department of Trade and Industry’s goal of producing 1.2 million vehicles per annum by 2020 was revealed to be unrealistic and unreachable.
- Full Text:
- Date Issued: 2010
- Authors: Gaskin, Sean
- Date: 2010
- Subjects: Motor Industry Development Programme , Automobile industry and trade -- Government policy -- South Africa , Incentives in industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8656 , http://hdl.handle.net/10948/1358 , Motor Industry Development Programme , Automobile industry and trade -- Government policy -- South Africa , Incentives in industry -- South Africa
- Description: The automotive industry in South Africa exists in its current state due to the developmental programmes created by the South African government. During the next three years the government’s main development policy for the automotive industry will change from the Motor Industry Development Programme (MIDP) to the Automotive Production and Development Programme (APDP). As a result of this change there were feelings of uncertainty experienced across the domestic automotive industry during the APDP’s design and the period leading up to its launch, more or less years 2008 to 2010. Also present is the fear that the industry would collapse when faced with global competition should this change not fully comprehend all aspects of South Africa’s automotive industry. The research problem addressed in this study was to determine the effect on the sector’s competiveness in light of the impending change in governmental development programmes. This was accurately explained and expressed clearly while sub problems were identified from areas in the main problem that required further analysis due to their criticality or lack of clarity. A comprehensive literature review was executed to understand the nature and extent of the South African automotive industry, the Motor Industry Development Programme and the Automotive Production and Development Programme. A primary research instrument was constructed, in the form of a questionnaire, to test specific themes exposed during the literature review which can influence the sector’s competitive advantage. This questionnaire was distributed with the assistance of industry representative bodies NAAMSA (National Association of Automobile Manufacturers of South Africa, the domestic de facto representative body) and NAACAM (National Association of Automotive Component and Allied Manufacturers, a component manufacturers’ representative body), to an even spread of respondents representative of the senior management and executives of automotive companies in South Africa. From the results obtained from the sample group, it seemed that there was consensus on many issues regarding the current structure of the South African automotive industry. Specifically, the profitability of vehicle assemblers and component manufacturers is heavily iii influenced by the incentives offered under the MIDP and the industry is not viable without them. The respondents were virtually unanimous in indicating that there is a need for some form of incentive programme and were positive about the effect the MIDP has had thus far on the automotive industry of South Africa, particularly the effect on the structure, focus and encouraging a reduction in complexity. The research found that it is common practice for OEMs to include the import duty on vehicles imported for domestic consumption even though this duty will be paid with the use of import-duty rebate credit certificates (IRCCs), which are provided to those vehicle assemblers who are net exporters of vehicles. Looking to the future, it emerged that the APDP will have a similar, positive effect on the domestic automotive industry when compared to the MIDP, but the effect will be experienced in a more aggressive manner. Companies will be encouraged by the new development programme to more aggressively improve aspects such as restructuring, rationalising, reducing model proliferation and improving low scale economies for example. Also the APDP will encourage OEMs to increase plant production volumes and ensure that reasonable scale economies are present to develop a domestic component supply industry to a degree. However, the volumes will be insufficient to create a world-class supplier industry. As a result automotive companies will have to be more aggressive in their adoption of more automated production processes and through Automotive Investment Scheme capital investment will increase in both vehicle assemblers and component manufacturers. Component manufacturers indicated that they would invest more in the coming years under the APDP than previously while vehicle assemblers indicated that their investment levels will remain as before. While this is good for the industry, labour is somewhat left out of this: considering the APDP’s focus on increased volumes and capital investments automotive companies are not incentivised to make use of labour-absorbing production processes. The study also found that there is still a need for tariff protection and that the domestic industry would collapse in the face of global competition. The research found that the APDP was compliant with South Africa’s commitments to the World Trade Organisation. Finally, the Department of Trade and Industry’s goal of producing 1.2 million vehicles per annum by 2020 was revealed to be unrealistic and unreachable.
- Full Text:
- Date Issued: 2010
A model for green IT strategy : a content analysis approach
- Authors: Du Preez, Riekert
- Date: 2010
- Subjects: Information technology -- Environmental aspects , Green technology -- South Africa , Strategic planning , Climatic changes , Green movement
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8630 , http://hdl.handle.net/10948/1485 , Information technology -- Environmental aspects , Green technology -- South Africa , Strategic planning , Climatic changes , Green movement
- Description: Society’s reliance on Information Technology (IT) has increased tremendously in the last few decades. Unfortunately, the growth of the IT sector has occurred at the expense of the environment. The adverse environmental impact of IT operations is partly due to the production and disposal of IT equipment, which can result in harmful pollution and toxic materials being released into the environment. Furthermore, IT equipment consumes large amounts of electricity, and this results in significant amounts of carbon dioxide (CO2) being released into the atmosphere. Since CO2 is classified as a greenhouse gas, it contributes to the phenomenon of climate change. Organisations are socially and ethically required to minimise the environmental impact of their IT operations. However, in addition to fulfilling their responsibility towards environmental sustainability, organisations can gain a competitive advantage through adopting green IT practices. In order to reap the benefits of green IT and to fulfil their social and ethical responsibilities, organisations need to formulate and implement a comprehensive green IT strategy. When formulating strategic decisions, the use of a clear decision process enhances the effectiveness of such decisions. As a result, top IT management require a model or framework which could guide their thinking and allow for a clear decision process when formulating green IT strategy. However, after an extensive search of the literature had been conducted, a research gap was identified for the definition of a model which deals specifically with the formulation and execution of green IT strategy. As a result, this treatise sets out to answer the question of what organisations should consider when formulating and implementing green IT strategy. To answer the research question, the treatise defines a model for green IT strategy. The model was defined by conducting a content analysis of the literature on green IT. The content-analysis ABSTRACT iii research technique was utilised to identify the underlying concepts within the literature related to green IT strategy formulation and execution. The resulting model indicates that green IT strategy formulation requires holistic thinking, since several forces affect green IT strategy. As a result, these forces should be considered when a green IT strategy is to be formulated. However, even if a strategy is formulated by considering all the forces at play, it is of little use if it is not implemented effectively. The model indicates that green IT strategy should be implemented though a series of practices. These practices are not limited to IT practices alone, but include, in addition, several business practices. This indicates that green IT adoption extends far beyond the mere implementation of green technology.
- Full Text:
- Date Issued: 2010
- Authors: Du Preez, Riekert
- Date: 2010
- Subjects: Information technology -- Environmental aspects , Green technology -- South Africa , Strategic planning , Climatic changes , Green movement
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8630 , http://hdl.handle.net/10948/1485 , Information technology -- Environmental aspects , Green technology -- South Africa , Strategic planning , Climatic changes , Green movement
- Description: Society’s reliance on Information Technology (IT) has increased tremendously in the last few decades. Unfortunately, the growth of the IT sector has occurred at the expense of the environment. The adverse environmental impact of IT operations is partly due to the production and disposal of IT equipment, which can result in harmful pollution and toxic materials being released into the environment. Furthermore, IT equipment consumes large amounts of electricity, and this results in significant amounts of carbon dioxide (CO2) being released into the atmosphere. Since CO2 is classified as a greenhouse gas, it contributes to the phenomenon of climate change. Organisations are socially and ethically required to minimise the environmental impact of their IT operations. However, in addition to fulfilling their responsibility towards environmental sustainability, organisations can gain a competitive advantage through adopting green IT practices. In order to reap the benefits of green IT and to fulfil their social and ethical responsibilities, organisations need to formulate and implement a comprehensive green IT strategy. When formulating strategic decisions, the use of a clear decision process enhances the effectiveness of such decisions. As a result, top IT management require a model or framework which could guide their thinking and allow for a clear decision process when formulating green IT strategy. However, after an extensive search of the literature had been conducted, a research gap was identified for the definition of a model which deals specifically with the formulation and execution of green IT strategy. As a result, this treatise sets out to answer the question of what organisations should consider when formulating and implementing green IT strategy. To answer the research question, the treatise defines a model for green IT strategy. The model was defined by conducting a content analysis of the literature on green IT. The content-analysis ABSTRACT iii research technique was utilised to identify the underlying concepts within the literature related to green IT strategy formulation and execution. The resulting model indicates that green IT strategy formulation requires holistic thinking, since several forces affect green IT strategy. As a result, these forces should be considered when a green IT strategy is to be formulated. However, even if a strategy is formulated by considering all the forces at play, it is of little use if it is not implemented effectively. The model indicates that green IT strategy should be implemented though a series of practices. These practices are not limited to IT practices alone, but include, in addition, several business practices. This indicates that green IT adoption extends far beyond the mere implementation of green technology.
- Full Text:
- Date Issued: 2010
A risk mitigation tool for merchant selection
- Schutte, Philippus Jacobus Wilhelmus
- Authors: Schutte, Philippus Jacobus Wilhelmus
- Date: 2010
- Subjects: Financial rsik management -- South Africa , Credit -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8650 , http://hdl.handle.net/10948/1382 , Financial rsik management -- South Africa , Credit -- Management
- Description: Organisations or individuals that lend money (banks and micro lenders) or that sell goods on credit (retailers) are classified as credit providers. The debtor enters into a contractual agreement with a credit provider, or creditor, with the obligation to repay the loan amount, fees and interest according to a predetermined schedule. The contractual agreement, also known as a credit agreement, is as a general rule very complex. Legislation protecting debtors in various ways is an international phenomenon. In South Africa, the National Credit Act, Act 34 of 2005 (NCA) was enacted in 2005. The NCA changed the playing field for credit providers participating in the South African consumer credit market to a great extent. Consumer lending is the sleeping giant of the financial sector. The key to successfully unlock this enormous market is the credit provider's ability to accurately assess the creditworthiness of a potential customer during the customer acquisition phase. The creditworthiness of the customer is related to the risk of default, i.e. a debtor's non-payment of debt in terms of the credit agreement. The risk of default is also known as credit risk. Real People Investment Holdings (Pty) Ltd (RPIH) classifies credit risk as the single largest risk the Group is exposed to. They recognise that the intelligent and responsible management of credit risk makes it the Group's largest profit driver. Credit risk scorecards are excellent decision aids during the customer acquisition phase. The characteristics and behaviour of merchants submitting credit applications to RPIH for assessment have a definite impact on the credit risk of the Group. The merchant plays a pivotal role in the debtor-creditor-supplier business model. The merchant influences the customer's sales experience and subsequent level of satisfaction with the transaction. A satisfied customer constitutes a lower level of credit risk for the creditor, in this case RPIH. The research is conducted with a positivistic paradigm. The cross-sectional study approach is used. The merchant is the unit of analysis. A sample of 77 merchants is selected from the population of 244 merchants who submitted credit applications to RPIH during the observation period. Questionnaires are used as the data collection method in this research project. The predictive ability of fourteen merchant related characteristics are demonstrated through this empirical study.
- Full Text:
- Date Issued: 2010
- Authors: Schutte, Philippus Jacobus Wilhelmus
- Date: 2010
- Subjects: Financial rsik management -- South Africa , Credit -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8650 , http://hdl.handle.net/10948/1382 , Financial rsik management -- South Africa , Credit -- Management
- Description: Organisations or individuals that lend money (banks and micro lenders) or that sell goods on credit (retailers) are classified as credit providers. The debtor enters into a contractual agreement with a credit provider, or creditor, with the obligation to repay the loan amount, fees and interest according to a predetermined schedule. The contractual agreement, also known as a credit agreement, is as a general rule very complex. Legislation protecting debtors in various ways is an international phenomenon. In South Africa, the National Credit Act, Act 34 of 2005 (NCA) was enacted in 2005. The NCA changed the playing field for credit providers participating in the South African consumer credit market to a great extent. Consumer lending is the sleeping giant of the financial sector. The key to successfully unlock this enormous market is the credit provider's ability to accurately assess the creditworthiness of a potential customer during the customer acquisition phase. The creditworthiness of the customer is related to the risk of default, i.e. a debtor's non-payment of debt in terms of the credit agreement. The risk of default is also known as credit risk. Real People Investment Holdings (Pty) Ltd (RPIH) classifies credit risk as the single largest risk the Group is exposed to. They recognise that the intelligent and responsible management of credit risk makes it the Group's largest profit driver. Credit risk scorecards are excellent decision aids during the customer acquisition phase. The characteristics and behaviour of merchants submitting credit applications to RPIH for assessment have a definite impact on the credit risk of the Group. The merchant plays a pivotal role in the debtor-creditor-supplier business model. The merchant influences the customer's sales experience and subsequent level of satisfaction with the transaction. A satisfied customer constitutes a lower level of credit risk for the creditor, in this case RPIH. The research is conducted with a positivistic paradigm. The cross-sectional study approach is used. The merchant is the unit of analysis. A sample of 77 merchants is selected from the population of 244 merchants who submitted credit applications to RPIH during the observation period. Questionnaires are used as the data collection method in this research project. The predictive ability of fourteen merchant related characteristics are demonstrated through this empirical study.
- Full Text:
- Date Issued: 2010
A study of growth and entrepreneurship of a small organisation in the automotive industry of South Africa
- Authors: White, Andrew Stephen
- Date: 2010
- Subjects: Entrepreneurship
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8608 , http://hdl.handle.net/10948/1525 , Entrepreneurship
- Description: The strategy of the organisation and its entrepreneur’s expectations of the organisation should be aligned in order to create an environment in which all entrepreneurs are motivated and work towards common goals. Furthermore, the entrepreneur’s life stages and personal life plans should be synchronised with the needs of the organisation to achieve the goals. As organisations pass through different stages of growth; they require different resources to assist in progression to next stages. As with organisations and their growth phases; entrepreneurs also undergo growth stages in many different areas of their lives. Entrepreneurs being individuals each have their own set of characteristics in terms of personality, leadership style, entrepreneurship type, skills, life stage and career stages. The challenge of an organisation is to create a strategy that best matches the expectations of all the entrepreneurs and members. The resources of the organisation need to be aligned in order to achieve the common strategy. The problem is as to how the organisation makes use of its leaders and entrepreneurs to achieve strategy; and how does it deal with inconsistencies in goals of entrepreneurs and shortfalls of specific skills or resources that it will require to sustain or grow the organisation?
- Full Text:
- Date Issued: 2010
- Authors: White, Andrew Stephen
- Date: 2010
- Subjects: Entrepreneurship
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8608 , http://hdl.handle.net/10948/1525 , Entrepreneurship
- Description: The strategy of the organisation and its entrepreneur’s expectations of the organisation should be aligned in order to create an environment in which all entrepreneurs are motivated and work towards common goals. Furthermore, the entrepreneur’s life stages and personal life plans should be synchronised with the needs of the organisation to achieve the goals. As organisations pass through different stages of growth; they require different resources to assist in progression to next stages. As with organisations and their growth phases; entrepreneurs also undergo growth stages in many different areas of their lives. Entrepreneurs being individuals each have their own set of characteristics in terms of personality, leadership style, entrepreneurship type, skills, life stage and career stages. The challenge of an organisation is to create a strategy that best matches the expectations of all the entrepreneurs and members. The resources of the organisation need to be aligned in order to achieve the common strategy. The problem is as to how the organisation makes use of its leaders and entrepreneurs to achieve strategy; and how does it deal with inconsistencies in goals of entrepreneurs and shortfalls of specific skills or resources that it will require to sustain or grow the organisation?
- Full Text:
- Date Issued: 2010
A survey of staff turnover and retention in the Eastern Cape Department of Agriculture, Ukhahlamba District
- Authors: Msomi, Mzwandile William
- Date: 2010
- Subjects: Eastern Cape (South Africa) -- Department of Agriculture -- Ukhahlamba District Eastern Cape (South Africa) -- Department of Agriculture -- Officials and employees -- Turnover Labor turnover -- South Africa -- Eastern Cape Employee retention -- South Africa -- Eastern Cape Industrial relations -- South Africa -- Eastern Cape Government employees -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:726 , http://hdl.handle.net/10962/d1003846
- Description: The aim of this research was to understand the main factors that explain turnover and retention at DOA Ukhahlamba District and to recommend to the District and Provincial management the appropriate strategy for retaining staff. To be able to achieve this aim, the following research objectives have been visited, namely: a) turnover trends, b) analysis of primary and external turnover factors and c) primarily retention factors. Data for analysing turnover trends was collected from the 2004 to 2007 DPSA and DOA annual reports. Primary data on labour turnover and retention factors was collected from 41 employees across different sections at DOA Ukhahlamba District by means of a questionnaire survey. The data was analysed using statistical methods, including frequency distribution, chi-square test and Pearson product-moment correlation. The findings have revealed that there is no clear pattern of turnover trends at DOA and DPSA, and DOA percentage turnover figures are low in comparison with those of the DPSA. In terms of organizational-specific factors, the top three primary turnover factors were identified, namely: a) communication within the organisation, b) leadership and the organisation and participation in decision making. The research results further revealed that communication within the organization had a significant impact with regard to race, but division, location, and grades did not. With regard to the external factors, research results identified the following most important external labour turnover factors arranged according to their importance, namely: lack of availability and quality of health care services and infrastructural development; lack of available sport and recreation facilities; crime in the area and people living in the neighbourhood; lack of educational opportunities available for the family, and geographic location of place of employment. The findings further revealed the top three retention factors, were strongly significantly correlated to each other, namely: resource availability, use of discretion in handling customer complaints, and the impact of the job on society. These are positively related to intention to stay. The implications these results to the management would require the review of the organisational Human Resource Management Policy and the introduction of Attraction and Retention Policy because at present its is non existence at DOA Eastern Cape. Research limitations: the study did not fully explore ethnicity when analysing the communication within the organisation as a labour turnover factor despite having an organisation that is diverse in nature, future academic research should focus more on labour turnover at management level and moderating variables to external labour turnover factors as there is little research done in this area. The factors identified for labour turnover and retention should be treated with caution as it may not be applicable to all sector Departments in the Eastern Cape and may be limited to Ukhahlamba District due to its geographic location. This study will contribute to the body of knowledge as it will serve as a guide to Eastern Cape DOA and other sector Departments in choosing factors to consider when designing their retention strategy in order to reduce labour turnover. To the academic researchers, the first three primary retention factors identified in the survey have not been seen before, grouped and rated amongst the top three retention factors which therefore means that the management support becomes more important than looking more on salary package as the first priority factor as revealed by most of the research literature consulted (Gustafson, 2002; Mobley, 1982; Mobley, 1979; Herzberg, 2003). This shows that labour turnover and retention factors will not be the same to all organisations, the location of the business and surrounding environment should be considered carefully when designing the appropriate policy and retention strategy of the organisation.
- Full Text:
- Date Issued: 2010
- Authors: Msomi, Mzwandile William
- Date: 2010
- Subjects: Eastern Cape (South Africa) -- Department of Agriculture -- Ukhahlamba District Eastern Cape (South Africa) -- Department of Agriculture -- Officials and employees -- Turnover Labor turnover -- South Africa -- Eastern Cape Employee retention -- South Africa -- Eastern Cape Industrial relations -- South Africa -- Eastern Cape Government employees -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:726 , http://hdl.handle.net/10962/d1003846
- Description: The aim of this research was to understand the main factors that explain turnover and retention at DOA Ukhahlamba District and to recommend to the District and Provincial management the appropriate strategy for retaining staff. To be able to achieve this aim, the following research objectives have been visited, namely: a) turnover trends, b) analysis of primary and external turnover factors and c) primarily retention factors. Data for analysing turnover trends was collected from the 2004 to 2007 DPSA and DOA annual reports. Primary data on labour turnover and retention factors was collected from 41 employees across different sections at DOA Ukhahlamba District by means of a questionnaire survey. The data was analysed using statistical methods, including frequency distribution, chi-square test and Pearson product-moment correlation. The findings have revealed that there is no clear pattern of turnover trends at DOA and DPSA, and DOA percentage turnover figures are low in comparison with those of the DPSA. In terms of organizational-specific factors, the top three primary turnover factors were identified, namely: a) communication within the organisation, b) leadership and the organisation and participation in decision making. The research results further revealed that communication within the organization had a significant impact with regard to race, but division, location, and grades did not. With regard to the external factors, research results identified the following most important external labour turnover factors arranged according to their importance, namely: lack of availability and quality of health care services and infrastructural development; lack of available sport and recreation facilities; crime in the area and people living in the neighbourhood; lack of educational opportunities available for the family, and geographic location of place of employment. The findings further revealed the top three retention factors, were strongly significantly correlated to each other, namely: resource availability, use of discretion in handling customer complaints, and the impact of the job on society. These are positively related to intention to stay. The implications these results to the management would require the review of the organisational Human Resource Management Policy and the introduction of Attraction and Retention Policy because at present its is non existence at DOA Eastern Cape. Research limitations: the study did not fully explore ethnicity when analysing the communication within the organisation as a labour turnover factor despite having an organisation that is diverse in nature, future academic research should focus more on labour turnover at management level and moderating variables to external labour turnover factors as there is little research done in this area. The factors identified for labour turnover and retention should be treated with caution as it may not be applicable to all sector Departments in the Eastern Cape and may be limited to Ukhahlamba District due to its geographic location. This study will contribute to the body of knowledge as it will serve as a guide to Eastern Cape DOA and other sector Departments in choosing factors to consider when designing their retention strategy in order to reduce labour turnover. To the academic researchers, the first three primary retention factors identified in the survey have not been seen before, grouped and rated amongst the top three retention factors which therefore means that the management support becomes more important than looking more on salary package as the first priority factor as revealed by most of the research literature consulted (Gustafson, 2002; Mobley, 1982; Mobley, 1979; Herzberg, 2003). This shows that labour turnover and retention factors will not be the same to all organisations, the location of the business and surrounding environment should be considered carefully when designing the appropriate policy and retention strategy of the organisation.
- Full Text:
- Date Issued: 2010
A training and development model for successors in a family business : case study
- Authors: Ward, Graham
- Date: 2010
- Subjects: Family-owned business enterprises
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8600 , http://hdl.handle.net/10948/1559 , Family-owned business enterprises
- Description: Family businesses constitute between forty five and ninety percent of gross domestic product world wide. Research shows that within the next five years over fifty percent of executives will retire, highlighting the significance of successful family business successions. Family businesses founded in the “baby-boom” era are of immediate concern to researchers who are working to understand the dynamics around the succession process and ultimately the criteria preventing or enhancing successful successions. The purpose of this study was to better understand the development of successors in family businesses. A detailed literature study was conducted on family businesses and in particular the factors which both positively and negatively affect family business successions. A single case study approach was used to test whether six dynamic variables applied to this case or not. Three sibling brother successors, a sibling sister and their parents were each separately interviewed and the interviews voice recorded. They were asked questions which could be later analysed and used to uphold or negate whether the six dynamic variables applicable to successful family business succession were upheld or rejected. The data was meticulously analysed and similar answers grouped together. Answers which varied from the norm were reported separately. It was found that in all six of the propositions the responses received from the case study respondents upheld the propositions. Thus, families businesses seeking succession, may well understand and take action regarding the six dynamic variables relating to successful family business successions
- Full Text:
- Date Issued: 2010
- Authors: Ward, Graham
- Date: 2010
- Subjects: Family-owned business enterprises
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8600 , http://hdl.handle.net/10948/1559 , Family-owned business enterprises
- Description: Family businesses constitute between forty five and ninety percent of gross domestic product world wide. Research shows that within the next five years over fifty percent of executives will retire, highlighting the significance of successful family business successions. Family businesses founded in the “baby-boom” era are of immediate concern to researchers who are working to understand the dynamics around the succession process and ultimately the criteria preventing or enhancing successful successions. The purpose of this study was to better understand the development of successors in family businesses. A detailed literature study was conducted on family businesses and in particular the factors which both positively and negatively affect family business successions. A single case study approach was used to test whether six dynamic variables applied to this case or not. Three sibling brother successors, a sibling sister and their parents were each separately interviewed and the interviews voice recorded. They were asked questions which could be later analysed and used to uphold or negate whether the six dynamic variables applicable to successful family business succession were upheld or rejected. The data was meticulously analysed and similar answers grouped together. Answers which varied from the norm were reported separately. It was found that in all six of the propositions the responses received from the case study respondents upheld the propositions. Thus, families businesses seeking succession, may well understand and take action regarding the six dynamic variables relating to successful family business successions
- Full Text:
- Date Issued: 2010
An analysis of two tug propulsion systems in the Port Elizabeth harbour
- Authors: Dlamini, Dumsani Andrieson
- Date: 2010
- Subjects: Tugboats -- South Africa -- Port Elizabeth , Harbors -- South Africa -- Port Elizabeth , Propulsion systems
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8643 , http://hdl.handle.net/10948/1422 , Tugboats -- South Africa -- Port Elizabeth , Harbors -- South Africa -- Port Elizabeth , Propulsion systems
- Description: The shipping industry is reliant on port authorities for the facilitation of safe entry and departure of ships at the ports. This role can not be fulfilled without the assistance of harbour tugs which are run by the marine operations section of the Transnet National Ports Authority. The tugs have to be safe and efficient in the process of pulling and pushing ships around the harbour. Harbour tugs are expensive to acquire and to maintain. The marine operations business has to make appropriate choices of tug propulsion design in order to realise the benefits of the tugs acquired by the ports authority. This can be achieved by analysing the current tugs that the operations are using, which will then serve as valuable information when the time for asset replacement is due. The researcher chose to use the two tug propulsion designs currently used by the Port Elizabeth harbour tugs as a basis for this analysis. The analysis links the three factors of maintenance management, equipment efficiency and equipment safety, to the minimisation of operational costs as perceived by the tug personnel, the pilots and the marine managers. This study seeks to verify the link between these factors and the perceived minimisation of operational costs. Available literature was reviewed and data was collected using a suitably designed questionnaire for this research. This research paper has led to recommendations that should inform the tug acquisition decisions and raise the awareness of the marine employees to relate the factors set out above to minimise operational costs.
- Full Text:
- Date Issued: 2010
- Authors: Dlamini, Dumsani Andrieson
- Date: 2010
- Subjects: Tugboats -- South Africa -- Port Elizabeth , Harbors -- South Africa -- Port Elizabeth , Propulsion systems
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8643 , http://hdl.handle.net/10948/1422 , Tugboats -- South Africa -- Port Elizabeth , Harbors -- South Africa -- Port Elizabeth , Propulsion systems
- Description: The shipping industry is reliant on port authorities for the facilitation of safe entry and departure of ships at the ports. This role can not be fulfilled without the assistance of harbour tugs which are run by the marine operations section of the Transnet National Ports Authority. The tugs have to be safe and efficient in the process of pulling and pushing ships around the harbour. Harbour tugs are expensive to acquire and to maintain. The marine operations business has to make appropriate choices of tug propulsion design in order to realise the benefits of the tugs acquired by the ports authority. This can be achieved by analysing the current tugs that the operations are using, which will then serve as valuable information when the time for asset replacement is due. The researcher chose to use the two tug propulsion designs currently used by the Port Elizabeth harbour tugs as a basis for this analysis. The analysis links the three factors of maintenance management, equipment efficiency and equipment safety, to the minimisation of operational costs as perceived by the tug personnel, the pilots and the marine managers. This study seeks to verify the link between these factors and the perceived minimisation of operational costs. Available literature was reviewed and data was collected using a suitably designed questionnaire for this research. This research paper has led to recommendations that should inform the tug acquisition decisions and raise the awareness of the marine employees to relate the factors set out above to minimise operational costs.
- Full Text:
- Date Issued: 2010
An investigation of turnover and retention factors of health professional staff within the Eastern Cape Department of Health
- Authors: Mrara, Msibulele Theophilus
- Date: 2010
- Subjects: Eastern Cape (South Africa) -- Department of Health Medical personnel -- South Africa -- Eastern Cape Hospitals -- Officials and employees -- Turnover -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:754 , http://hdl.handle.net/10962/d1003875
- Description: Health Professionals are critical in the provision of health services, more especially when it comes to nurses who are next to the patient most of the time. It is critically important for the Eastern Cape Department of Health to ensure that skilled health professionals such as doctors, pharmacists, nurses and the like are retained and the staff turnover regarding this category of staff is appropriately managed. The difficulty to attract and retain health professionals is negatively affecting service delivery in the Eastern Cape department of Health and leaves the department with an unacceptably high vacancy rate. This often put more of a burden on to the health professionals who remain within the organization. Some of them will end up leaving the organization. There is a great shortage of health professionals in South Africa and it becomes easier for the health professionals to get employment elsewhere, particularly in the private sector which appears to have a competitive advantage as compared to the public sector. In this study, both quantitative and qualitative methods were used to gather information through the utilization of a questionnaire and interviews were conducted mainly to confirm the results obtained. The results of the study have assisted to reflect factors that could be influencing the health professionals to leave health facilities of the Eastern Cape Department of Health. The respondents were drawn from the two areas within the Health Department, and these are, Mthatha and Port Elizabeth areas. One hundred (100) questionnaires were issued to the health professionals and sixty three responded. Documents that were received from the department were helpful in determining the turnover rate. The study has revealed that the Eastern Cape Department of Health may succeed in retaining the health professionals if they can be made to feel that their job is important. It appears that health professionals would like to be given enough opportunity to perform their functions and participate in the decision making processes of the department. Some factors may be contributing to the staff turnover and these are, lack of career opportunities to develop, challenges in the workplace, conflict with the management and colleagues. It is always important for the organizations to recognize its employees by giving them space to practice their profession and create a comfortable workplace that could have an impact in influencing the employee to remain within the organization. Employee turnover can be minimized, if employees can be exposed to a healthy workplace environment that will assist if fostering happiness, and in the process, enhance their motivation. It is imperative for the Eastern Cape Department of Health to focus on the training and development of its employees in order to increase the efficiency and competitiveness. As the employees gain the necessary skills to perform their job, productivity may improve. The performance of the employees should be properly managed, and the resultant incentives and rewards must be fairly distributed. This could promote harmony in the workplace and that could help in building relationships among employees. If employees are satisfied, there is an increased chance that they will stay within the organization and it becomes difficult for other competitors to attract them. Employees must be given adequate space to participate in the decision making processes of the organization, and by doing so, their loyalty to the organization could be increased.
- Full Text:
- Date Issued: 2010
- Authors: Mrara, Msibulele Theophilus
- Date: 2010
- Subjects: Eastern Cape (South Africa) -- Department of Health Medical personnel -- South Africa -- Eastern Cape Hospitals -- Officials and employees -- Turnover -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:754 , http://hdl.handle.net/10962/d1003875
- Description: Health Professionals are critical in the provision of health services, more especially when it comes to nurses who are next to the patient most of the time. It is critically important for the Eastern Cape Department of Health to ensure that skilled health professionals such as doctors, pharmacists, nurses and the like are retained and the staff turnover regarding this category of staff is appropriately managed. The difficulty to attract and retain health professionals is negatively affecting service delivery in the Eastern Cape department of Health and leaves the department with an unacceptably high vacancy rate. This often put more of a burden on to the health professionals who remain within the organization. Some of them will end up leaving the organization. There is a great shortage of health professionals in South Africa and it becomes easier for the health professionals to get employment elsewhere, particularly in the private sector which appears to have a competitive advantage as compared to the public sector. In this study, both quantitative and qualitative methods were used to gather information through the utilization of a questionnaire and interviews were conducted mainly to confirm the results obtained. The results of the study have assisted to reflect factors that could be influencing the health professionals to leave health facilities of the Eastern Cape Department of Health. The respondents were drawn from the two areas within the Health Department, and these are, Mthatha and Port Elizabeth areas. One hundred (100) questionnaires were issued to the health professionals and sixty three responded. Documents that were received from the department were helpful in determining the turnover rate. The study has revealed that the Eastern Cape Department of Health may succeed in retaining the health professionals if they can be made to feel that their job is important. It appears that health professionals would like to be given enough opportunity to perform their functions and participate in the decision making processes of the department. Some factors may be contributing to the staff turnover and these are, lack of career opportunities to develop, challenges in the workplace, conflict with the management and colleagues. It is always important for the organizations to recognize its employees by giving them space to practice their profession and create a comfortable workplace that could have an impact in influencing the employee to remain within the organization. Employee turnover can be minimized, if employees can be exposed to a healthy workplace environment that will assist if fostering happiness, and in the process, enhance their motivation. It is imperative for the Eastern Cape Department of Health to focus on the training and development of its employees in order to increase the efficiency and competitiveness. As the employees gain the necessary skills to perform their job, productivity may improve. The performance of the employees should be properly managed, and the resultant incentives and rewards must be fairly distributed. This could promote harmony in the workplace and that could help in building relationships among employees. If employees are satisfied, there is an increased chance that they will stay within the organization and it becomes difficult for other competitors to attract them. Employees must be given adequate space to participate in the decision making processes of the organization, and by doing so, their loyalty to the organization could be increased.
- Full Text:
- Date Issued: 2010
Analysing the impact of a selected economic activity on Oudsthoorn's economy
- Authors: Van Schalkwyk, Aren
- Date: 2010
- Subjects: Economic development projects -- South Africa , Economic growth -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8694 , http://hdl.handle.net/10948/1104 , Economic development projects -- South Africa , Economic growth -- South Africa
- Description: Property development, by its very nature is an element of the economy and can be regarded as a multifaceted business, encompassing activities that include the development of undeveloped land by constructing residential, commercial and industrial buildings, either for leasing or selling. Based on the aforesaid, property development therefore has direct, indirect and induced impacts on the economy. Economic impact refers to the effects, positive or negative, on the level of economic activity in a given area. Measuring economic impact requires a baseline assessment conducted before the activity (property development) occurs and a second, comparable assessment conducted after the activity (property development) occurs. By using the Input- Output Model methodology, various anticipated direct and indirect economic impacts can be quantified. These economic impacts are derived using an understanding of economic cause-effect relationships. The principle of cause-effect is that for any economic action, there can be a multitude of different economic reactions (effects). For the purposes of this treatise, the main cause/action is the implementation of the proposed Alphen Aan Den Rijn Retirement and Lifestyle Village development in Oudtshoorn. The result is a number of direct potential/probable effects, which also have a range of indirect potential/probable effects. Based on the findings of the Input-Output Model, it is clear that the implementation of Alphen will have significant positive socio-economic benefits, e.g. additional business sales, additional GGP and additional employment for the local and regional environment. To ensure that these positive impacts are maximised for the benefit of the overall economy of Oudtshoorn as well as the population of Oudtshoorn, management strategies and mechanisms pertaining to the following are suggested for incorporation into the development proposal: • Workplace Skills Plan; • Labour Contracts; • Service Carrying Capacity Management Plan; • Economic Sustainability; and • Social Sustainability.
- Full Text:
- Date Issued: 2010
- Authors: Van Schalkwyk, Aren
- Date: 2010
- Subjects: Economic development projects -- South Africa , Economic growth -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8694 , http://hdl.handle.net/10948/1104 , Economic development projects -- South Africa , Economic growth -- South Africa
- Description: Property development, by its very nature is an element of the economy and can be regarded as a multifaceted business, encompassing activities that include the development of undeveloped land by constructing residential, commercial and industrial buildings, either for leasing or selling. Based on the aforesaid, property development therefore has direct, indirect and induced impacts on the economy. Economic impact refers to the effects, positive or negative, on the level of economic activity in a given area. Measuring economic impact requires a baseline assessment conducted before the activity (property development) occurs and a second, comparable assessment conducted after the activity (property development) occurs. By using the Input- Output Model methodology, various anticipated direct and indirect economic impacts can be quantified. These economic impacts are derived using an understanding of economic cause-effect relationships. The principle of cause-effect is that for any economic action, there can be a multitude of different economic reactions (effects). For the purposes of this treatise, the main cause/action is the implementation of the proposed Alphen Aan Den Rijn Retirement and Lifestyle Village development in Oudtshoorn. The result is a number of direct potential/probable effects, which also have a range of indirect potential/probable effects. Based on the findings of the Input-Output Model, it is clear that the implementation of Alphen will have significant positive socio-economic benefits, e.g. additional business sales, additional GGP and additional employment for the local and regional environment. To ensure that these positive impacts are maximised for the benefit of the overall economy of Oudtshoorn as well as the population of Oudtshoorn, management strategies and mechanisms pertaining to the following are suggested for incorporation into the development proposal: • Workplace Skills Plan; • Labour Contracts; • Service Carrying Capacity Management Plan; • Economic Sustainability; and • Social Sustainability.
- Full Text:
- Date Issued: 2010
Applying a lean engagement assessment tool to improve the probability of successful lean implementation at AB company
- Authors: Kleinhans, Carel Pretorious
- Date: 2010
- Subjects: Lean manufacturing , Engagement (Philosophy) , Preparedness
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8593 , http://hdl.handle.net/10948/1521 , Lean manufacturing , Engagement (Philosophy) , Preparedness
- Description: Competitiveness is crucial to achieving solid future national economics. A nation’s competitiveness reflects the extent to which it is able to provide increased prosperity to its citizens. Competitiveness can be defined to include the level of productivity of a country. This, in turn, sets the sustainability level of prosperity that can be achieved by an economy (Porter & Schwab, 2008). President Mbeki stated in the 2004 State of the Nation Address that “(South Africa) must continue to focus on the growth, development, and modernisation of the First Economy” (National Research Foundation, n.d.). The National Research Foundation (n.d.) claims that knowledge, innovation, and productivity, as well as optimal use of resources in the enterprise, are key to a competitive, sustainable growing economy. Firms involved in lean manufacturing do so to improve overall company performance in terms of productivity, efficiency, profitability and reducing costs. More than 90 per cent of these firms claim to be successful in achieving such goals. There is a clear association between the use of lean manufacturing and achieving higher productivity (Lucey, 2008a). Against this research and the claims made by the National Research Foundation it may be stated that lean manufacturing results will impact positively on an economy’s growth. AB Company will be evaluated in terms of the readiness and future sustainability of its lean transformation for the purposes of this study. It is anticipated that the results of this study will contribute toward reducing the risk of failure associated with a major lean transformation in the business.
- Full Text:
- Date Issued: 2010
- Authors: Kleinhans, Carel Pretorious
- Date: 2010
- Subjects: Lean manufacturing , Engagement (Philosophy) , Preparedness
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8593 , http://hdl.handle.net/10948/1521 , Lean manufacturing , Engagement (Philosophy) , Preparedness
- Description: Competitiveness is crucial to achieving solid future national economics. A nation’s competitiveness reflects the extent to which it is able to provide increased prosperity to its citizens. Competitiveness can be defined to include the level of productivity of a country. This, in turn, sets the sustainability level of prosperity that can be achieved by an economy (Porter & Schwab, 2008). President Mbeki stated in the 2004 State of the Nation Address that “(South Africa) must continue to focus on the growth, development, and modernisation of the First Economy” (National Research Foundation, n.d.). The National Research Foundation (n.d.) claims that knowledge, innovation, and productivity, as well as optimal use of resources in the enterprise, are key to a competitive, sustainable growing economy. Firms involved in lean manufacturing do so to improve overall company performance in terms of productivity, efficiency, profitability and reducing costs. More than 90 per cent of these firms claim to be successful in achieving such goals. There is a clear association between the use of lean manufacturing and achieving higher productivity (Lucey, 2008a). Against this research and the claims made by the National Research Foundation it may be stated that lean manufacturing results will impact positively on an economy’s growth. AB Company will be evaluated in terms of the readiness and future sustainability of its lean transformation for the purposes of this study. It is anticipated that the results of this study will contribute toward reducing the risk of failure associated with a major lean transformation in the business.
- Full Text:
- Date Issued: 2010
Assessing a marketing strategy for an engineering consulting company
- Authors: Maliti, Mbulelo Bruce
- Date: 2010
- Subjects: Construction industry -- Customer services -- Marketing , Consulting engineers -- Customer services -- South Africa , Design services -- Marketing , Project management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8626 , http://hdl.handle.net/10948/1489 , Construction industry -- Customer services -- Marketing , Consulting engineers -- Customer services -- South Africa , Design services -- Marketing , Project management
- Description: The engineering consulting industry in South Africa witnessed an overwhelming growth before the 2010 Fifa World Cup. The country had a lot of infrastructural development that needed the services of consulting engineers. A lot of people saw the challenge as a business opportunity and started their own consulting engineering companies. The demand for consulting engineering services was high before the 2010 Fifa World Cup; this changed after the completion of projects that were due for the world cup and some had to close or retrench staff due to scarcity of projects. The completion of 2010 Fifa World Cup projects is not the only challenge faced by the engineering consulting sector; government policies such tendering and procurement procedures that do not acknowledge performance, lack of funding etc. It is therefore important that companies look for better ways of gaining competitiveness in order to get more projects. These companies must not only rely on government projects but do marketing on the private sector as well. The purpose of the research is to assess and develop a marketing strategy for Company X Consulting engineers. A literature study on most successful marketing strategies employed by other service oriented companies was conducted. The literature study also comprised of the perception of marketing amongst consulting engineering companies. From the literature study mentioned above; questionnaires were drawn towards the development of a marketing strategy for Company X consulting engineers. The findings of the questionnaires were analysed and recommendation were made for the development of a marketing strategy for Company X.
- Full Text:
- Date Issued: 2010
- Authors: Maliti, Mbulelo Bruce
- Date: 2010
- Subjects: Construction industry -- Customer services -- Marketing , Consulting engineers -- Customer services -- South Africa , Design services -- Marketing , Project management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8626 , http://hdl.handle.net/10948/1489 , Construction industry -- Customer services -- Marketing , Consulting engineers -- Customer services -- South Africa , Design services -- Marketing , Project management
- Description: The engineering consulting industry in South Africa witnessed an overwhelming growth before the 2010 Fifa World Cup. The country had a lot of infrastructural development that needed the services of consulting engineers. A lot of people saw the challenge as a business opportunity and started their own consulting engineering companies. The demand for consulting engineering services was high before the 2010 Fifa World Cup; this changed after the completion of projects that were due for the world cup and some had to close or retrench staff due to scarcity of projects. The completion of 2010 Fifa World Cup projects is not the only challenge faced by the engineering consulting sector; government policies such tendering and procurement procedures that do not acknowledge performance, lack of funding etc. It is therefore important that companies look for better ways of gaining competitiveness in order to get more projects. These companies must not only rely on government projects but do marketing on the private sector as well. The purpose of the research is to assess and develop a marketing strategy for Company X Consulting engineers. A literature study on most successful marketing strategies employed by other service oriented companies was conducted. The literature study also comprised of the perception of marketing amongst consulting engineering companies. From the literature study mentioned above; questionnaires were drawn towards the development of a marketing strategy for Company X consulting engineers. The findings of the questionnaires were analysed and recommendation were made for the development of a marketing strategy for Company X.
- Full Text:
- Date Issued: 2010
Attracting and retaining customers in South Adrica's banking sector
- Authors: Anani, Ajibola Plakunle
- Date: 2010
- Subjects: Banks and banking -- Customer services -- South Africa -- Port Elizabeth , Customer relations -- Management , Consumer satisfaction -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8575 , http://hdl.handle.net/10948/1532 , Banks and banking -- Customer services -- South Africa -- Port Elizabeth , Customer relations -- Management , Consumer satisfaction -- South Africa -- Port Elizabeth
- Description: The business environment and the economy of the society today are continuously witnessing the impact of globalisation. Telecommunication advancement and transportation has greatly made the impact of globalisation to be felt. Globalisation though argued to have its merits and its demerits have resulted in fierce competition amongst businesses. The banking industry is not isolated from these competitions. Any business wishing to survive and stay profitable in the recent world must be able to compete in the global economy. Hence, for any bank to sustain itself and remain profitable it must be able to withstand the competition in the environment it operates. To be able to compete in the banking industry means delivering better services to customers than competitors. This study presents how the South African banks can satisfy their customers and remain profitable in the face of competition. The South African banking industry consists of local and foreign banks and these banks compete for customers in the environment in which they are located. Increase in different branches by different banks has made the competition even fierce. In other to suggest recommendations for the South African banks to satisfy their customers and become profitable, the researcher identified some problem areas that need to be improved upon. These include customer loyalty, relationship banking and electronic banking. These variables were researched to understand how they affect the banks and the customers and where tested using both a qualitative and a quantitative analysis to ascertain if the customers were satisfied with the banks‟ approach of managing these variables. The results indicated that the customers were satisfied to a lesser extent. Any bank wishing to satisfy its customers and remain profitable in other to compete in the industry needs to satisfy the customer to a large extent. Therefore, recommendations where suggested based on the empirical results to help improve the banking industry‟s ways of attracting and retaining customers. The former will lead to customer satisfaction which again will lead to increased profitability.
- Full Text:
- Date Issued: 2010
- Authors: Anani, Ajibola Plakunle
- Date: 2010
- Subjects: Banks and banking -- Customer services -- South Africa -- Port Elizabeth , Customer relations -- Management , Consumer satisfaction -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8575 , http://hdl.handle.net/10948/1532 , Banks and banking -- Customer services -- South Africa -- Port Elizabeth , Customer relations -- Management , Consumer satisfaction -- South Africa -- Port Elizabeth
- Description: The business environment and the economy of the society today are continuously witnessing the impact of globalisation. Telecommunication advancement and transportation has greatly made the impact of globalisation to be felt. Globalisation though argued to have its merits and its demerits have resulted in fierce competition amongst businesses. The banking industry is not isolated from these competitions. Any business wishing to survive and stay profitable in the recent world must be able to compete in the global economy. Hence, for any bank to sustain itself and remain profitable it must be able to withstand the competition in the environment it operates. To be able to compete in the banking industry means delivering better services to customers than competitors. This study presents how the South African banks can satisfy their customers and remain profitable in the face of competition. The South African banking industry consists of local and foreign banks and these banks compete for customers in the environment in which they are located. Increase in different branches by different banks has made the competition even fierce. In other to suggest recommendations for the South African banks to satisfy their customers and become profitable, the researcher identified some problem areas that need to be improved upon. These include customer loyalty, relationship banking and electronic banking. These variables were researched to understand how they affect the banks and the customers and where tested using both a qualitative and a quantitative analysis to ascertain if the customers were satisfied with the banks‟ approach of managing these variables. The results indicated that the customers were satisfied to a lesser extent. Any bank wishing to satisfy its customers and remain profitable in other to compete in the industry needs to satisfy the customer to a large extent. Therefore, recommendations where suggested based on the empirical results to help improve the banking industry‟s ways of attracting and retaining customers. The former will lead to customer satisfaction which again will lead to increased profitability.
- Full Text:
- Date Issued: 2010
Attraction and retention of non-family business employees
- Authors: Van Zyl, Jacques
- Date: 2010
- Subjects: Family-owned business enterprises , Employee retention
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8653 , http://hdl.handle.net/10948/1365 , Family-owned business enterprises , Employee retention
- Description: The purpose of this research treatise was to identify specific aspects related to employees in a non-family owned business that can be adopted by family owned businesses in order to attract, attain and motivate non-family employees. The focus of the researched aspect was based on seven categories of business management, namely; governance, policies and procedures, direction and planning, leadership, employee development, rewards and other general related characteristics. The research commenced with a literature review, which centered on background information pertaining to family owned businesses and specific aspects related to organisation and management thereof. It was assessed that very few completed research papers exit that addressed the topic as indicated above. The research focussed on a medium sized, non-family owned business within the consulting engineering industry. The physical research consisted of a questionnaire distributed to all of the employees of the particular firm. The questionnaire was made up of two sections. The first was a typical Likert scale type and the second, open ended questions. The questions of both question sets were categorised in specific business control and management topics, namely: - Governance; - Policies and procedures; - Direction and planning; - Leadership; - Employee development; - Rewards; and, - General aspects. The primary objective of this study was to identify and explore the factors that are regarded to be important by unrelated employees in work environment, specifically focusing on attaining, retaining and motivating aspects. The study found that the average employee prefers to have desire for formal management structures and see succession planning not only as an important sustainable business strategy, but also as an underlying motivation principle. Also identified were the partialities towards formal employee management systems, employee development, and the value of monetary rewards.
- Full Text:
- Date Issued: 2010
- Authors: Van Zyl, Jacques
- Date: 2010
- Subjects: Family-owned business enterprises , Employee retention
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8653 , http://hdl.handle.net/10948/1365 , Family-owned business enterprises , Employee retention
- Description: The purpose of this research treatise was to identify specific aspects related to employees in a non-family owned business that can be adopted by family owned businesses in order to attract, attain and motivate non-family employees. The focus of the researched aspect was based on seven categories of business management, namely; governance, policies and procedures, direction and planning, leadership, employee development, rewards and other general related characteristics. The research commenced with a literature review, which centered on background information pertaining to family owned businesses and specific aspects related to organisation and management thereof. It was assessed that very few completed research papers exit that addressed the topic as indicated above. The research focussed on a medium sized, non-family owned business within the consulting engineering industry. The physical research consisted of a questionnaire distributed to all of the employees of the particular firm. The questionnaire was made up of two sections. The first was a typical Likert scale type and the second, open ended questions. The questions of both question sets were categorised in specific business control and management topics, namely: - Governance; - Policies and procedures; - Direction and planning; - Leadership; - Employee development; - Rewards; and, - General aspects. The primary objective of this study was to identify and explore the factors that are regarded to be important by unrelated employees in work environment, specifically focusing on attaining, retaining and motivating aspects. The study found that the average employee prefers to have desire for formal management structures and see succession planning not only as an important sustainable business strategy, but also as an underlying motivation principle. Also identified were the partialities towards formal employee management systems, employee development, and the value of monetary rewards.
- Full Text:
- Date Issued: 2010
Broadening the tax base: a case for the informal real estate sector in Zambia
- Authors: Siame, Chilengwe George
- Date: 2010
- Subjects: Real property and taxation -- Zambia Tax administration and procedure -- Zambia Rental housing -- Taxation -- Law and legislation -- Zambia Informal sector (Economics) -- Taxation -- Law and legislation -- Zambia
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:732 , http://hdl.handle.net/10962/d1003852
- Description: The main objective of the study was to analyze the potential tax collection from the informal rental housing market in Zambia, using household level rental housing data collected for the Lusaka Urban District by the Central Statistical Office (CSO) as a basis for computation and extrapolation to the national level. This data was used to analyze household monthly expenditure on housing (rent), the total number of households in rented accommodation, and the tax regime applicable on rental income, to estimate the potential tax revenue that could be realized from this emerging sector. The estimates indicate that about K9.7 billion revenue could be collected on income from rental housing in Lusaka Urban District alone and a total of K83 billion nationally per annum. This represents about 0.4 percent of the country’s GDP in 2007. Compliance needs to be improved and legislation revised to ensure that the landlords are compelled to remit tax to the Zambia Revenue Authority. The current legislation makes enforcement and compliance difficult as it places the statutory tax burden on tenants, who are very mobile. It is, therefore, recommended that the landlord is made responsible for the payment of taxes due on rental income and that any compliance requirements be enforced against the real estate/property that is generating the income. This study also examines the performance of the presumptive taxation regime in Zambia The study uses data from the Zambia Revenue Authority on revenue collection from presumptive taxes which were introduced to capture income from the informal sectors. The presumptive taxes already introduced in Zambia include: base tax, advance income tax and turnover tax for minibuses and taxi operators. To analyze the performance of the presumptive tax regime, the study utilizes data on imports made by those not registered for taxes, to estimate how much revenue could be generated by imposing a 3 percent turnover tax on the value of their imports at importation. The analysis shows that the Zambia Revenue Authority increased revenue collection from K5.3 billion in 2004 to K33.5 billion in 2007. This improvement in revenue collection is far below the potential, however, which is estimated at over K501 billion on imports of unregistered traders alone. To collect this revenue and expand the tax base, the tax authority needs to improve the administration of advance income tax on unregistered importers, and raise the advance income tax rate to a level where the importer is indifferent between paying the advance tax at the border and paying turnover tax inland.
- Full Text:
- Date Issued: 2010
- Authors: Siame, Chilengwe George
- Date: 2010
- Subjects: Real property and taxation -- Zambia Tax administration and procedure -- Zambia Rental housing -- Taxation -- Law and legislation -- Zambia Informal sector (Economics) -- Taxation -- Law and legislation -- Zambia
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:732 , http://hdl.handle.net/10962/d1003852
- Description: The main objective of the study was to analyze the potential tax collection from the informal rental housing market in Zambia, using household level rental housing data collected for the Lusaka Urban District by the Central Statistical Office (CSO) as a basis for computation and extrapolation to the national level. This data was used to analyze household monthly expenditure on housing (rent), the total number of households in rented accommodation, and the tax regime applicable on rental income, to estimate the potential tax revenue that could be realized from this emerging sector. The estimates indicate that about K9.7 billion revenue could be collected on income from rental housing in Lusaka Urban District alone and a total of K83 billion nationally per annum. This represents about 0.4 percent of the country’s GDP in 2007. Compliance needs to be improved and legislation revised to ensure that the landlords are compelled to remit tax to the Zambia Revenue Authority. The current legislation makes enforcement and compliance difficult as it places the statutory tax burden on tenants, who are very mobile. It is, therefore, recommended that the landlord is made responsible for the payment of taxes due on rental income and that any compliance requirements be enforced against the real estate/property that is generating the income. This study also examines the performance of the presumptive taxation regime in Zambia The study uses data from the Zambia Revenue Authority on revenue collection from presumptive taxes which were introduced to capture income from the informal sectors. The presumptive taxes already introduced in Zambia include: base tax, advance income tax and turnover tax for minibuses and taxi operators. To analyze the performance of the presumptive tax regime, the study utilizes data on imports made by those not registered for taxes, to estimate how much revenue could be generated by imposing a 3 percent turnover tax on the value of their imports at importation. The analysis shows that the Zambia Revenue Authority increased revenue collection from K5.3 billion in 2004 to K33.5 billion in 2007. This improvement in revenue collection is far below the potential, however, which is estimated at over K501 billion on imports of unregistered traders alone. To collect this revenue and expand the tax base, the tax authority needs to improve the administration of advance income tax on unregistered importers, and raise the advance income tax rate to a level where the importer is indifferent between paying the advance tax at the border and paying turnover tax inland.
- Full Text:
- Date Issued: 2010
Environmental constraints affecting farmers in the Great-Kei Region
- Authors: Mtintsilana, Tando
- Date: 2010
- Subjects: Agriculture -- Environmental aspects , Agricultural ecology , Agricultural conservation , Farm management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8622 , http://hdl.handle.net/10948/1502 , Agriculture -- Environmental aspects , Agricultural ecology , Agricultural conservation , Farm management
- Description: The sustainable use of the environment for agriculture has become a global priority, requiring urgent solutions in view of intensifying competition. The South African government and the agricultural sector drafted a strategic plan for South African Agriculture. In this plan it was argued that the potential for the horizontal expansion of agricultural production is limited with one of the limitations being that unused high and medium potential land is scarce. This implies that the challenge for higher agricultural production is immense because primarily it would have to come from increased efficiency. All businesses are confronted by change at some time in their history in which agribusiness in South Africa has been subjected to changes in its past. In this era of hyper competition, agribusinesses are faced with constant change. It is how businesses deal with that change that will determine how successful they will remain in the future. The main problem of this research was to determine if farmers in the Great-Kei Region have the appropriate strategies in place to manage environmental constraints effectively. Therefore, the identification and isolation of prominent environmental constraints, through literature review and survey data gathered and analysed, would assist agribusinesses in the planning and prioritising of investments. The investment would be aimed at facilitating the development and sustainable growth in the Great-Kei Region. In this study, a quantitative, descriptive and non-experimental research design was followed. The target population of the study was farmers with farming businesses operating in the Great-Kei Region. There was data obtained from the Eastern Cape Department of Agriculture provincial office in Komga servicing the Great-Kei Region. The data obtained were lists of registered commercial farmers from the Komga iv Agricultural Association and emerging farmers operation in the region. The data obtained did not include all the farmers operating in the Great-Kei Region. The combined sum of farmers from both lists was 38 farmers (N = 38). The population N = 38 was used as a sampling frame representing the population of farmers in the Great-Kei Region. The population of this study consisted of owners or farm managers running the farming businesses and excludes other farm employees employed at the farms. Farmers with agribusinesses in the area who produced either livestock farming or crop farming or both were included for the study. The results of the survey revealed key findings, which enabled the researcher to draw meaningful conclusions and recommendations. The recommendations suggested how farmers can overcome the identified macro, micro and internal environmental constraints affecting them in the Great-Kei Region. Further identification of strategies currently employed by farmers in managing environmental constraints and the competency levels, indicated where gaps resided with strategies currently employed by farmers and where possible change would be required.
- Full Text:
- Date Issued: 2010
- Authors: Mtintsilana, Tando
- Date: 2010
- Subjects: Agriculture -- Environmental aspects , Agricultural ecology , Agricultural conservation , Farm management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8622 , http://hdl.handle.net/10948/1502 , Agriculture -- Environmental aspects , Agricultural ecology , Agricultural conservation , Farm management
- Description: The sustainable use of the environment for agriculture has become a global priority, requiring urgent solutions in view of intensifying competition. The South African government and the agricultural sector drafted a strategic plan for South African Agriculture. In this plan it was argued that the potential for the horizontal expansion of agricultural production is limited with one of the limitations being that unused high and medium potential land is scarce. This implies that the challenge for higher agricultural production is immense because primarily it would have to come from increased efficiency. All businesses are confronted by change at some time in their history in which agribusiness in South Africa has been subjected to changes in its past. In this era of hyper competition, agribusinesses are faced with constant change. It is how businesses deal with that change that will determine how successful they will remain in the future. The main problem of this research was to determine if farmers in the Great-Kei Region have the appropriate strategies in place to manage environmental constraints effectively. Therefore, the identification and isolation of prominent environmental constraints, through literature review and survey data gathered and analysed, would assist agribusinesses in the planning and prioritising of investments. The investment would be aimed at facilitating the development and sustainable growth in the Great-Kei Region. In this study, a quantitative, descriptive and non-experimental research design was followed. The target population of the study was farmers with farming businesses operating in the Great-Kei Region. There was data obtained from the Eastern Cape Department of Agriculture provincial office in Komga servicing the Great-Kei Region. The data obtained were lists of registered commercial farmers from the Komga iv Agricultural Association and emerging farmers operation in the region. The data obtained did not include all the farmers operating in the Great-Kei Region. The combined sum of farmers from both lists was 38 farmers (N = 38). The population N = 38 was used as a sampling frame representing the population of farmers in the Great-Kei Region. The population of this study consisted of owners or farm managers running the farming businesses and excludes other farm employees employed at the farms. Farmers with agribusinesses in the area who produced either livestock farming or crop farming or both were included for the study. The results of the survey revealed key findings, which enabled the researcher to draw meaningful conclusions and recommendations. The recommendations suggested how farmers can overcome the identified macro, micro and internal environmental constraints affecting them in the Great-Kei Region. Further identification of strategies currently employed by farmers in managing environmental constraints and the competency levels, indicated where gaps resided with strategies currently employed by farmers and where possible change would be required.
- Full Text:
- Date Issued: 2010
Facilitating customer retention in hotels in the Garden Route
- Authors: Slabbert, Gabriel Johannes
- Date: 2010
- Subjects: Hospitality industry -- South Africa -- Garden Route , Customer relations
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8613 , http://hdl.handle.net/10948/1552 , Hospitality industry -- South Africa -- Garden Route , Customer relations
- Description: Over the past few decades, customer satisfaction, customer retention and policies and procedures to sustain the above mentioned, have earned great amount of lip service. The importance of satisfied customer percentage have been emphasized by theories even longer before the best advised companies have done so. It is only recently, on the eve of the Soccer World cup 2010 that the issue has been narrowed down to truly hard relationships and one hard question: “Will the guest visiting the hospitality establishment frequent the hotel?” Two vital financial catalysts were used as basis for customer retention. The first is that of old customer’s costs much less than acquisition of new ones and the profit generated from the retained customer must therefore handsomely exceed the harvest reaped from the new clientele. Retaining customers have become an intangible asset in the sense that their value demonstrates the return that is won by successful efforts to satisfy the customers so greatly that they and their custom literally and figuratively stays with you. South Africa has lured even the loneliest traveller to the scenic beauty that is cradled by the country and its surroundings. When taking the former into consideration, South African businesses have enjoyed an increased appreciation and application of Business Management and its accompanying principles. The hospitality industry should therefore embrace the business management principles with specific emphasis on Total Quality Management (TQM); providing managers with the capacity to think strategically about the organisation, its business position, how it can gain sustainable competitive advantage and how its business management strategy can be implemented and executed successfully. The latter forms the basis for ensuring the smooth running of operations and ultimately, ensuring guests have a wonderful experience at the particular establishment. There is a strong belief that lodging facilities in the Garden Route area has experienced low customer retention due to a lack of comprehensive implementation of Total Quality Management principles which impedes on the establishments to reach their optimum profit levels. It is for this reason that this thesis will argue the importance of the systematic client retention as a strategic mandate in today’s service markets. Commercial reality demand long and lasting relationships that are beneficial to both the hospitality related establishment and their customers. The hypothesis used is the application of Total Quality Management as a Business Management Strategy which will facilitate customer retention in hospitality related industries such as hotels situated in the Garden Route area. Research shows that service expectations of customers and potential customers have escalated. Hospitality businesses found that implementation of quality processes to be a vital competitive component. However, many hotels are still struggling to reach a real understanding of what is meant by TQM. The research data indicates that 93 percent of hotels in the Garden Route do not follow a TQM program although all the hotels were familiar with the concept. This might be the reason why most hotels neglect customer retention activities. The literature reviewed in chapter two considers the customer retention activities evaluated in the questionnaire as important to retain guests. Hotels in the Garden Route do not perform these activities to the extent of success. Hotel managers thus know what to do in order to retain guests but the problem is quite simple, they do not always implement the necessary strategies.
- Full Text:
- Date Issued: 2010
- Authors: Slabbert, Gabriel Johannes
- Date: 2010
- Subjects: Hospitality industry -- South Africa -- Garden Route , Customer relations
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8613 , http://hdl.handle.net/10948/1552 , Hospitality industry -- South Africa -- Garden Route , Customer relations
- Description: Over the past few decades, customer satisfaction, customer retention and policies and procedures to sustain the above mentioned, have earned great amount of lip service. The importance of satisfied customer percentage have been emphasized by theories even longer before the best advised companies have done so. It is only recently, on the eve of the Soccer World cup 2010 that the issue has been narrowed down to truly hard relationships and one hard question: “Will the guest visiting the hospitality establishment frequent the hotel?” Two vital financial catalysts were used as basis for customer retention. The first is that of old customer’s costs much less than acquisition of new ones and the profit generated from the retained customer must therefore handsomely exceed the harvest reaped from the new clientele. Retaining customers have become an intangible asset in the sense that their value demonstrates the return that is won by successful efforts to satisfy the customers so greatly that they and their custom literally and figuratively stays with you. South Africa has lured even the loneliest traveller to the scenic beauty that is cradled by the country and its surroundings. When taking the former into consideration, South African businesses have enjoyed an increased appreciation and application of Business Management and its accompanying principles. The hospitality industry should therefore embrace the business management principles with specific emphasis on Total Quality Management (TQM); providing managers with the capacity to think strategically about the organisation, its business position, how it can gain sustainable competitive advantage and how its business management strategy can be implemented and executed successfully. The latter forms the basis for ensuring the smooth running of operations and ultimately, ensuring guests have a wonderful experience at the particular establishment. There is a strong belief that lodging facilities in the Garden Route area has experienced low customer retention due to a lack of comprehensive implementation of Total Quality Management principles which impedes on the establishments to reach their optimum profit levels. It is for this reason that this thesis will argue the importance of the systematic client retention as a strategic mandate in today’s service markets. Commercial reality demand long and lasting relationships that are beneficial to both the hospitality related establishment and their customers. The hypothesis used is the application of Total Quality Management as a Business Management Strategy which will facilitate customer retention in hospitality related industries such as hotels situated in the Garden Route area. Research shows that service expectations of customers and potential customers have escalated. Hospitality businesses found that implementation of quality processes to be a vital competitive component. However, many hotels are still struggling to reach a real understanding of what is meant by TQM. The research data indicates that 93 percent of hotels in the Garden Route do not follow a TQM program although all the hotels were familiar with the concept. This might be the reason why most hotels neglect customer retention activities. The literature reviewed in chapter two considers the customer retention activities evaluated in the questionnaire as important to retain guests. Hotels in the Garden Route do not perform these activities to the extent of success. Hotel managers thus know what to do in order to retain guests but the problem is quite simple, they do not always implement the necessary strategies.
- Full Text:
- Date Issued: 2010
Factors affecting information technology implementation in the mobile telecommunications industry: a family business case
- Authors: De Jong, Piet
- Date: 2010
- Subjects: Mobile communication systems -- Technological innovations , Family-owned business enterprises -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8629 , http://hdl.handle.net/10948/1486 , Mobile communication systems -- Technological innovations , Family-owned business enterprises -- South Africa
- Description: This treatise investigates how information technology (I.T.) enables growth in a family business (the firm) in Port Elizabeth. The firm operates in the mobile telecommunications sector. The objective of the study is to gain a deeper understanding on why family businesses adopt information technology in their firm by means of a case study. The firm found its technology (or lack thereof) completely out-dated compared to the competition and customer demands. The future of the firm was in jeopardy. The study starts with a literature review of the following three topics which form part of the scope of the research: 1. Family businesses; 2. Influence of I.T. as a driver of growth in business; and 3. An introduction into the mobile telecommunications industry. Data are collected through structured interviews with family members involved in the business. The data are consequently linked to the theory and provides insight as to what the drivers are for I.T. adoption and the required core competencies or critical success factors of the firm. Although it might seem trivial for a small family business to adopt information technology, the research concludes that I.T. is critical for continuous growth and survival of this family business. Conversely due to a lack of internal skills the firm is heavily reliant upon outside consultants for advice, implementation and support. Recommendations which are of particular interest to family businesses in a similar environment are: • Embrace technology early, utilise I.T. solutions to grow and enhance current competitive advantage, do not see I.T. as a competitive advantage alone (Pavlou & Sawy, 2006); • If information expertise is not present within the company it is advisable to invest in that expertise through recruitment, training, partnership, or outsourcing; • Ensure software meets specification / is effective enough – this can be achieved by frequent releases cycles with small changes instead of infrequent release cycles with many big changes; • Engage the consultants in a partnership by i.e. providing a profit share – this will ensure that the consultants are committed to the cause and will also ensure that their involvement is also in their own best interest; • Choose local consultants who are easily accessible – build relationships and focus on trust; • Create lock-in (Amit & Zott, 2001), provide tools free-ofcharge for customers, this will make switching to competitor more difficult; • Automate as much as possible, enable standard work practices, routinize; • Be ready to adjust the organisational structure or relinquish control (Bruquea & Moyanob, 2007)
- Full Text:
- Date Issued: 2010
- Authors: De Jong, Piet
- Date: 2010
- Subjects: Mobile communication systems -- Technological innovations , Family-owned business enterprises -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8629 , http://hdl.handle.net/10948/1486 , Mobile communication systems -- Technological innovations , Family-owned business enterprises -- South Africa
- Description: This treatise investigates how information technology (I.T.) enables growth in a family business (the firm) in Port Elizabeth. The firm operates in the mobile telecommunications sector. The objective of the study is to gain a deeper understanding on why family businesses adopt information technology in their firm by means of a case study. The firm found its technology (or lack thereof) completely out-dated compared to the competition and customer demands. The future of the firm was in jeopardy. The study starts with a literature review of the following three topics which form part of the scope of the research: 1. Family businesses; 2. Influence of I.T. as a driver of growth in business; and 3. An introduction into the mobile telecommunications industry. Data are collected through structured interviews with family members involved in the business. The data are consequently linked to the theory and provides insight as to what the drivers are for I.T. adoption and the required core competencies or critical success factors of the firm. Although it might seem trivial for a small family business to adopt information technology, the research concludes that I.T. is critical for continuous growth and survival of this family business. Conversely due to a lack of internal skills the firm is heavily reliant upon outside consultants for advice, implementation and support. Recommendations which are of particular interest to family businesses in a similar environment are: • Embrace technology early, utilise I.T. solutions to grow and enhance current competitive advantage, do not see I.T. as a competitive advantage alone (Pavlou & Sawy, 2006); • If information expertise is not present within the company it is advisable to invest in that expertise through recruitment, training, partnership, or outsourcing; • Ensure software meets specification / is effective enough – this can be achieved by frequent releases cycles with small changes instead of infrequent release cycles with many big changes; • Engage the consultants in a partnership by i.e. providing a profit share – this will ensure that the consultants are committed to the cause and will also ensure that their involvement is also in their own best interest; • Choose local consultants who are easily accessible – build relationships and focus on trust; • Create lock-in (Amit & Zott, 2001), provide tools free-ofcharge for customers, this will make switching to competitor more difficult; • Automate as much as possible, enable standard work practices, routinize; • Be ready to adjust the organisational structure or relinquish control (Bruquea & Moyanob, 2007)
- Full Text:
- Date Issued: 2010
Goat production in the Northern Cape: what are the impacts of farmer training?
- Authors: Burgess, Roberta
- Date: 2010
- Subjects: Northern Cape (South Africa) Animal culture -- South Africa -- Northern Cape -- Management Animal culture -- Economic aspects -- South Africa -- Northern Cape Goat farmers -- South Africa -- Northern Cape -- Education
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:747 , http://hdl.handle.net/10962/d1003868
- Description: The main millennium development goal is to eradicate extreme poverty and hunger in the world by 2015. South Africa is one of the countries that signed this pledge at the millennium summit in 2000. The Department of Agriculture, has initiated a number of projects to assist farmers and communities with reaching this goal. In the Northern Cape, the commercialization of goats is one such anchor project. The major activities of this project is to train farmers in applied and appropriate production practices, assist them with accessing markets and supporting them with improved livestock. The main aim of this research was to evaluate whether the project has achieved its outcome and whether this outcome, is having an impact on the livelihoods of the farmers involved in the project. After reviewing the literature on evaluation research and programme evaluation across time, the different paradigms and approaches, participatory methodology was used in this study. A case study approach was applied to evaluate the outcomes and effects of the training received by farmers, as part of the commercialization of goats programme. The results of the study proved that the training received by members of the Campbell Agricultural Co-operative Enterprises, changed their goat production practices. The training also had a secondary impact. Trained farmers were imparting (technology transfer) their acquired knowledge to other members of the co-operative. This appeared very effective as all members of the cooperative were farming more scientifically. These changes to the production practices had a positive impact on the livelihoods of the farmers, as their animals were of a better quality and they were able to sell their animals at different markets and for better prices. This has however not commercialized their farming operations as they are still faced with many challenges. These challenges are the lack of a proper marketing structure, access to financial assistance, proper infrastructure and adequate transport for the animals to mention a few. If the Department of Agriculture and Land Affairs is serious about assisting these farmers to move from the status of “emerging farmer” to “commercial farmer” they will have to look at addressing the problems experienced with financial access and access to adequate and appropriate transport.
- Full Text:
- Date Issued: 2010
- Authors: Burgess, Roberta
- Date: 2010
- Subjects: Northern Cape (South Africa) Animal culture -- South Africa -- Northern Cape -- Management Animal culture -- Economic aspects -- South Africa -- Northern Cape Goat farmers -- South Africa -- Northern Cape -- Education
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:747 , http://hdl.handle.net/10962/d1003868
- Description: The main millennium development goal is to eradicate extreme poverty and hunger in the world by 2015. South Africa is one of the countries that signed this pledge at the millennium summit in 2000. The Department of Agriculture, has initiated a number of projects to assist farmers and communities with reaching this goal. In the Northern Cape, the commercialization of goats is one such anchor project. The major activities of this project is to train farmers in applied and appropriate production practices, assist them with accessing markets and supporting them with improved livestock. The main aim of this research was to evaluate whether the project has achieved its outcome and whether this outcome, is having an impact on the livelihoods of the farmers involved in the project. After reviewing the literature on evaluation research and programme evaluation across time, the different paradigms and approaches, participatory methodology was used in this study. A case study approach was applied to evaluate the outcomes and effects of the training received by farmers, as part of the commercialization of goats programme. The results of the study proved that the training received by members of the Campbell Agricultural Co-operative Enterprises, changed their goat production practices. The training also had a secondary impact. Trained farmers were imparting (technology transfer) their acquired knowledge to other members of the co-operative. This appeared very effective as all members of the cooperative were farming more scientifically. These changes to the production practices had a positive impact on the livelihoods of the farmers, as their animals were of a better quality and they were able to sell their animals at different markets and for better prices. This has however not commercialized their farming operations as they are still faced with many challenges. These challenges are the lack of a proper marketing structure, access to financial assistance, proper infrastructure and adequate transport for the animals to mention a few. If the Department of Agriculture and Land Affairs is serious about assisting these farmers to move from the status of “emerging farmer” to “commercial farmer” they will have to look at addressing the problems experienced with financial access and access to adequate and appropriate transport.
- Full Text:
- Date Issued: 2010
Improving customer service through effective supply chain management in a pharmaceutical company
- Authors: Rothner, Donne
- Date: 2010
- Subjects: Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8625 , http://hdl.handle.net/10948/1490 , Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Description: All organisations compete on the basis of service. In today‘s highly competitive world, organisations need to compete to retain their customers and to offer good customer service that will give them a competitive advantage. In the South African pharmaceutical market, the introduction of the Single Exit Price (SEP) and generic substitution have led to the price of equivalent medicines no longer being the differentiating factor in a customer deciding which manufacturer‘s product to purchase. The availability of generic medicines at the pharmacy or hospital has become the differentiating factor. Two types of customers exist in any organisation, namely, external customers and internal customers. Much has been written about the external customer, but less about the internal customer. Many managers do not perceive internal customer service as a priority. Any organisation attempting to deliver quality service to their external customers must begin by serving the needs of their internal customers. Internal service quality is characterised by the attitudes that people have towards one another and in the way that employees serve one another inside the organisation. By improving customer service, the organisation can improve its profitability, sustainability and customer retention. The aim of this study was to determine whether the levels of internal customer service between the three sections of Aspen Pharmacare are optimal. Determining the current performance levels between the staff of the sections will assist in highlighting the areas that require attention. The three sections of Aspen Pharmacare that are internal customers of one another and have been used in the study are: - production; - demand planning; and - distribution. The results of the study show that all three sections rate three service quality dimensions (communication, tangibles and reliability) as important. The results were used to develop an internal customer service model for Aspen Pharmacare.
- Full Text:
- Date Issued: 2010
- Authors: Rothner, Donne
- Date: 2010
- Subjects: Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8625 , http://hdl.handle.net/10948/1490 , Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Description: All organisations compete on the basis of service. In today‘s highly competitive world, organisations need to compete to retain their customers and to offer good customer service that will give them a competitive advantage. In the South African pharmaceutical market, the introduction of the Single Exit Price (SEP) and generic substitution have led to the price of equivalent medicines no longer being the differentiating factor in a customer deciding which manufacturer‘s product to purchase. The availability of generic medicines at the pharmacy or hospital has become the differentiating factor. Two types of customers exist in any organisation, namely, external customers and internal customers. Much has been written about the external customer, but less about the internal customer. Many managers do not perceive internal customer service as a priority. Any organisation attempting to deliver quality service to their external customers must begin by serving the needs of their internal customers. Internal service quality is characterised by the attitudes that people have towards one another and in the way that employees serve one another inside the organisation. By improving customer service, the organisation can improve its profitability, sustainability and customer retention. The aim of this study was to determine whether the levels of internal customer service between the three sections of Aspen Pharmacare are optimal. Determining the current performance levels between the staff of the sections will assist in highlighting the areas that require attention. The three sections of Aspen Pharmacare that are internal customers of one another and have been used in the study are: - production; - demand planning; and - distribution. The results of the study show that all three sections rate three service quality dimensions (communication, tangibles and reliability) as important. The results were used to develop an internal customer service model for Aspen Pharmacare.
- Full Text:
- Date Issued: 2010