Assessing intrapreneurship in a pharmaceutical manufacturing firm in the Eastern Cape
- Authors: Allen, Kevin Ian
- Date: 2014
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8828 , http://hdl.handle.net/10948/d1019758
- Description: Continuous innovation in terms of products, processes, administration and structures is needed to compete effectively in the global markets of the 21st century. This continuous innovation within an existing firm can be described in terms of intrapreneurship. The extent to which intrapreneurship is practiced within a Pharmaceutical firm (Firm A) within the Eastern Cape is the main question addressed in the research conducted. The research conducted involved the collection of two data sets. The first set looked at the perceived intrapreneurial characteristics of employees and their superiors. The second data set involved an assessment of 13 constructs (Strong customer orientation; Entrepreneurial leadership; Resource availability and accessibility; Innovation and creativity / new ideas encouraged; Empowered teams / multi-disciplined teamwork and diversity; Tolerance for risk, mistakes and failure; Sponsors (champions); Discretionary time and work; Appropriate rewards and reinforcement; Flat organisational structure with open communication and strong sense of belonging; Vision and strategic intent; Continuous- and cross-functional learning; Management support) measuring the intrapreneurial climate within the firm. Research took place within Firm A via a survey questionnaire that measured intrapreneurial characteristics using a 20 question self and superior assessment. The intrapreneurial climate survey consisted of 68 statements, which were assessed using a likert scale. A census was used given that the firm size was 450 employees. Results for the intrapreneurial climate gave Cronbach alpha values of greater than 0.6 for all of the constructs thus proving reliability of the data. With regard to the intrapreneurial characteristics results indicated that superiors were perceived to have weak characteristics as opposed to self-assessments which indicated strong characteristics. Three intrapreneurial climate constructs (Tolerance for risk, mistakes and failure; Appropriate rewards and reinforcement and Flat organisational structure) had mean results between 1.5 and 2.5 indicating respondents are not satisfied and attention needs to be given to improvement initiatives. The remaining ten constructs had mean scores between 2.5 and 3.5 indicating that respondents are neutral to the statement, indicating that improvement is recommended. Inferential statistics did not find significant differences in all constructs for any of the demographic variables tested. From the research it was concluded that the level of intrapreneurship within firm A is poor and recommendations are given. Further research within the firm is recommended.
- Full Text:
- Date Issued: 2014
- Authors: Allen, Kevin Ian
- Date: 2014
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8828 , http://hdl.handle.net/10948/d1019758
- Description: Continuous innovation in terms of products, processes, administration and structures is needed to compete effectively in the global markets of the 21st century. This continuous innovation within an existing firm can be described in terms of intrapreneurship. The extent to which intrapreneurship is practiced within a Pharmaceutical firm (Firm A) within the Eastern Cape is the main question addressed in the research conducted. The research conducted involved the collection of two data sets. The first set looked at the perceived intrapreneurial characteristics of employees and their superiors. The second data set involved an assessment of 13 constructs (Strong customer orientation; Entrepreneurial leadership; Resource availability and accessibility; Innovation and creativity / new ideas encouraged; Empowered teams / multi-disciplined teamwork and diversity; Tolerance for risk, mistakes and failure; Sponsors (champions); Discretionary time and work; Appropriate rewards and reinforcement; Flat organisational structure with open communication and strong sense of belonging; Vision and strategic intent; Continuous- and cross-functional learning; Management support) measuring the intrapreneurial climate within the firm. Research took place within Firm A via a survey questionnaire that measured intrapreneurial characteristics using a 20 question self and superior assessment. The intrapreneurial climate survey consisted of 68 statements, which were assessed using a likert scale. A census was used given that the firm size was 450 employees. Results for the intrapreneurial climate gave Cronbach alpha values of greater than 0.6 for all of the constructs thus proving reliability of the data. With regard to the intrapreneurial characteristics results indicated that superiors were perceived to have weak characteristics as opposed to self-assessments which indicated strong characteristics. Three intrapreneurial climate constructs (Tolerance for risk, mistakes and failure; Appropriate rewards and reinforcement and Flat organisational structure) had mean results between 1.5 and 2.5 indicating respondents are not satisfied and attention needs to be given to improvement initiatives. The remaining ten constructs had mean scores between 2.5 and 3.5 indicating that respondents are neutral to the statement, indicating that improvement is recommended. Inferential statistics did not find significant differences in all constructs for any of the demographic variables tested. From the research it was concluded that the level of intrapreneurship within firm A is poor and recommendations are given. Further research within the firm is recommended.
- Full Text:
- Date Issued: 2014
An investigation of the intention to leave or stay of health care professionals at St. Andrews Hospital
- Authors: Amanambu, Rochelle Aneeta
- Date: 2014
- Subjects: Medical personnel -- Job satisfaction -- South Africa -- Eastern Cape -- Case studies Medical personnel -- Job stress -- South Africa -- Eastern Cape -- Case studies Hospitals -- South Africa -- Eastern Cape -- Administration Hospitals -- Medical staff -- South Africa -- Eastern Cape Hospitals -- Officials and employees -- South Africa -- Eastern Cape -- Turnover Health services administration -- South Africa -- Eastern Cape Health planning -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:823 , http://hdl.handle.net/10962/d1011091
- Description: Background: The demand for and retention of talent worldwide is aggravated by revolutionary trends that include global competition, demographic changes and technological advances. In South Africa this phenomenon according to Frost (2002) is further challenged by the emigration of skilled people; the relative scarcity of specialist and managerial employees; employment equity and affirmative action procedures. But the development of strategies first requires an understanding of the factors which influence decisions to leave or stay particularly in rural and remote areas. St. Andrews Hospital is a rural district hospital in Ugu District, KZN. Its remoteness from urban areas and the lack of resources contributes towards challenges of attracting and retaining health care professionals to the area. It is the aim of this study to identify the ten most prevalent turnover and retention factors in a rural district hospital with the intention of making recommendations towards strategies to mitigate turnover and improve retention of health care professionals. This study will not only serve the local Human Resource Department but may also be used to inform district and provincial policies as well as departments’ decisions in the design or the review of current retention strategies aimed at reducing turnover. Method: The survey method was used to collect the primary data by distribution of self-administered questionnaires to Health Care Professionals at St. Andrews Hospital. Of the one hundred and fifty questionnaires distributed, one hundred and seven were returned (71% response rate) and formed the basis of the study. Results: Based on the impact scores, the top three turnover factors identified were, the way the organisation is led by top management (0.934); the size of the workload (0.862); and the way problems are dealt with by managers in the organisation (0.817). No statistically significant relationships were found between turnover factors and biographical variable. Availability of quality health services was ranked as the external factor that had the highest influence (78%) on turnover, while geographical location was ranked the lowest. The main reason given by respondents for leaving their previous employment was promotion, followed by distance and personal/family reasons. The top three retention factors identified from the impact scores were the quality of relationships with colleagues (1.698); the amount of support received from managers and colleagues (1.484); and the level of engagement and involvement with the job (1.390). This demonstrates that the salary package often thought to be a first priority factor Mobley, Horner and Hollingsworth (1978); Mobley (1982) and Herzberg (2003) is far less of a determining factor at St. Andrews Hospital than management support, job involvement and person-organisation fit as well as the social relationships formed in the workplace. A positive relationship was found between leadership and job dimension factors at the 1% level of significance. This supports the strong social bond (person-organisation fit) formed in the work environment between management and colleagues that supports retention and increases level of commitment. An important result of the study was that 46% of the respondents were thinking of leaving the town within the year while 29% were considering resigning from St. Andrews Hospital within the year. Conclusion: The results reveal a complex interaction of factors impacting on turnover and retention. The Human Resource Management function has a pivotal role to play in improving its ability to attract and retain professionals through developing comprehensive strategies based on external and internal and environmental factors. The study conveys to the St. Andrews Hospital management that turnover and retention factors are unique to the location and the working environment and differs amongst Health Care Professionals – this should be deliberated on when formulating Hospital Human Resource retention policies.
- Full Text:
- Date Issued: 2014
- Authors: Amanambu, Rochelle Aneeta
- Date: 2014
- Subjects: Medical personnel -- Job satisfaction -- South Africa -- Eastern Cape -- Case studies Medical personnel -- Job stress -- South Africa -- Eastern Cape -- Case studies Hospitals -- South Africa -- Eastern Cape -- Administration Hospitals -- Medical staff -- South Africa -- Eastern Cape Hospitals -- Officials and employees -- South Africa -- Eastern Cape -- Turnover Health services administration -- South Africa -- Eastern Cape Health planning -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:823 , http://hdl.handle.net/10962/d1011091
- Description: Background: The demand for and retention of talent worldwide is aggravated by revolutionary trends that include global competition, demographic changes and technological advances. In South Africa this phenomenon according to Frost (2002) is further challenged by the emigration of skilled people; the relative scarcity of specialist and managerial employees; employment equity and affirmative action procedures. But the development of strategies first requires an understanding of the factors which influence decisions to leave or stay particularly in rural and remote areas. St. Andrews Hospital is a rural district hospital in Ugu District, KZN. Its remoteness from urban areas and the lack of resources contributes towards challenges of attracting and retaining health care professionals to the area. It is the aim of this study to identify the ten most prevalent turnover and retention factors in a rural district hospital with the intention of making recommendations towards strategies to mitigate turnover and improve retention of health care professionals. This study will not only serve the local Human Resource Department but may also be used to inform district and provincial policies as well as departments’ decisions in the design or the review of current retention strategies aimed at reducing turnover. Method: The survey method was used to collect the primary data by distribution of self-administered questionnaires to Health Care Professionals at St. Andrews Hospital. Of the one hundred and fifty questionnaires distributed, one hundred and seven were returned (71% response rate) and formed the basis of the study. Results: Based on the impact scores, the top three turnover factors identified were, the way the organisation is led by top management (0.934); the size of the workload (0.862); and the way problems are dealt with by managers in the organisation (0.817). No statistically significant relationships were found between turnover factors and biographical variable. Availability of quality health services was ranked as the external factor that had the highest influence (78%) on turnover, while geographical location was ranked the lowest. The main reason given by respondents for leaving their previous employment was promotion, followed by distance and personal/family reasons. The top three retention factors identified from the impact scores were the quality of relationships with colleagues (1.698); the amount of support received from managers and colleagues (1.484); and the level of engagement and involvement with the job (1.390). This demonstrates that the salary package often thought to be a first priority factor Mobley, Horner and Hollingsworth (1978); Mobley (1982) and Herzberg (2003) is far less of a determining factor at St. Andrews Hospital than management support, job involvement and person-organisation fit as well as the social relationships formed in the workplace. A positive relationship was found between leadership and job dimension factors at the 1% level of significance. This supports the strong social bond (person-organisation fit) formed in the work environment between management and colleagues that supports retention and increases level of commitment. An important result of the study was that 46% of the respondents were thinking of leaving the town within the year while 29% were considering resigning from St. Andrews Hospital within the year. Conclusion: The results reveal a complex interaction of factors impacting on turnover and retention. The Human Resource Management function has a pivotal role to play in improving its ability to attract and retain professionals through developing comprehensive strategies based on external and internal and environmental factors. The study conveys to the St. Andrews Hospital management that turnover and retention factors are unique to the location and the working environment and differs amongst Health Care Professionals – this should be deliberated on when formulating Hospital Human Resource retention policies.
- Full Text:
- Date Issued: 2014
Improving attendance at an automotive manufacturing company in the Eastern Cape
- Authors: Arnolds, Allan
- Date: 2014
- Subjects: Absenteeism (Labor) -- South Africa -- Eastern Cape , Employee motivation -- South Africa -- Eastern Cape , Job satisfaction -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8871 , http://hdl.handle.net/10948/d1020324
- Description: Attendance in the workplace is becoming a growing challenge for companies or organisations in general. Non-attendance has become a world-wide or international problem. According to Banks, Patel and Moola (2012) it is a common problem in all types of industries, minor or large, private or government. South African organisations are losing estimated billions of rand in cost annually due to poor attendance. These costs are having a negative effect on organisations’ revenue, effectiveness, health and safety. A satisfactory level of employee attendance at work is necessary to allow departments within organisations to achieve their objectives and targets. Research suggests many factors which influence employee attendance and these are investigated, analysed and discussed within this study. The aim of the study was to attempt to improve attendance at an automotive manufacturing company by investigating the influences of certain elements, namely motivation, leadership (supportive), job satisfaction and rewards. The literature study was done to investigate the relationship between these factors and elements and attendance. Through research the realisation of the importance of controlling absenteeism has become very imminent. The literature review has shown that these factors are related to attendance, some of them influencing the tendency to attend work positively and others having a negative influence causing employees to be absent from work. The study also investigates some of the common possible reasons and motives for non-attendance. The empirical part of the study was to determine the perception of workers with regard to attendance. A convenience sampling method was used to select the respondents and the size of the sample consisted of 198 respondents. A researched and well-designed questionnaire was used to gather the data. The information was analysed with the latest statistics software package. Independent tests and analysis of various techniques were used to determine the statistical significant differences in the relationship between attendance and the elements with regard to employee perception. These perceptions were grouped in biographical categories, namely race, age, shop, service length, marital status, gender, income and the number of days absent in the last three years. Through the study statistically no actual significant difference was found among these groups. The key findings within this study show that there are no significant relationships between the dependent variable (attendance) and the independent variables, (motivation, leadership, job satisfaction and rewards). This relation is highlighted by the statistical data which is discussed and analysed individually for this study The theoretical and practical implications of the findings are discussed and recommendations based on these findings are provided.
- Full Text:
- Date Issued: 2014
- Authors: Arnolds, Allan
- Date: 2014
- Subjects: Absenteeism (Labor) -- South Africa -- Eastern Cape , Employee motivation -- South Africa -- Eastern Cape , Job satisfaction -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8871 , http://hdl.handle.net/10948/d1020324
- Description: Attendance in the workplace is becoming a growing challenge for companies or organisations in general. Non-attendance has become a world-wide or international problem. According to Banks, Patel and Moola (2012) it is a common problem in all types of industries, minor or large, private or government. South African organisations are losing estimated billions of rand in cost annually due to poor attendance. These costs are having a negative effect on organisations’ revenue, effectiveness, health and safety. A satisfactory level of employee attendance at work is necessary to allow departments within organisations to achieve their objectives and targets. Research suggests many factors which influence employee attendance and these are investigated, analysed and discussed within this study. The aim of the study was to attempt to improve attendance at an automotive manufacturing company by investigating the influences of certain elements, namely motivation, leadership (supportive), job satisfaction and rewards. The literature study was done to investigate the relationship between these factors and elements and attendance. Through research the realisation of the importance of controlling absenteeism has become very imminent. The literature review has shown that these factors are related to attendance, some of them influencing the tendency to attend work positively and others having a negative influence causing employees to be absent from work. The study also investigates some of the common possible reasons and motives for non-attendance. The empirical part of the study was to determine the perception of workers with regard to attendance. A convenience sampling method was used to select the respondents and the size of the sample consisted of 198 respondents. A researched and well-designed questionnaire was used to gather the data. The information was analysed with the latest statistics software package. Independent tests and analysis of various techniques were used to determine the statistical significant differences in the relationship between attendance and the elements with regard to employee perception. These perceptions were grouped in biographical categories, namely race, age, shop, service length, marital status, gender, income and the number of days absent in the last three years. Through the study statistically no actual significant difference was found among these groups. The key findings within this study show that there are no significant relationships between the dependent variable (attendance) and the independent variables, (motivation, leadership, job satisfaction and rewards). This relation is highlighted by the statistical data which is discussed and analysed individually for this study The theoretical and practical implications of the findings are discussed and recommendations based on these findings are provided.
- Full Text:
- Date Issued: 2014
The relationship between authentic leadership, cultural intelligence and employee behaviour
- Authors: Barrass, Deon Brian
- Date: 2014
- Subjects: Leadership , Cultural intelligence , Employees -- Attitudes , Work environment
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8872 , http://hdl.handle.net/10948/d1020336
- Description: Employee performance is a constant concern for any manager in a company or organisation. Managers have the unenviable task of balancing the meeting of organisational targets through the resources at their disposal. They must also manage their own responsibilities and personal targets which could be different to targets of the employees. These differences could create divergent priorities and affect the manager-employee relationship. Managers, in an effort to create a healthy work environment, need to show leadership qualities that encourage cooperation from their employees. These qualities must enable employees to form trustworthy relationships with their colleagues and the organisation thereby encouraging employee engagement and improved performance. A specific leadership quality that can create this type of positive and productive environment is authenticity. Authentic leadership can engender employee trust and organisational commitment and improve performance. Authentic leadership encourages improved relationships in the organisational environment by allowing employees and managers to communicate effectively. This encourages understanding of individual and organisational limitations in a non-threatening manner. Cultural intelligence is another quality that can enhance the employee manager relationship and affect the organisational climate. In South Africa’s culturally diverse environment managers from various cultural backgrounds will need to form healthy working relationships with employees and colleagues to encourage cooperation. These challenges and opportunities form the basis for this research study in the hope of informing managers of the relevance of the research topic and encouraging a change of behaviour and further study within the South African work environment.
- Full Text:
- Date Issued: 2014
- Authors: Barrass, Deon Brian
- Date: 2014
- Subjects: Leadership , Cultural intelligence , Employees -- Attitudes , Work environment
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8872 , http://hdl.handle.net/10948/d1020336
- Description: Employee performance is a constant concern for any manager in a company or organisation. Managers have the unenviable task of balancing the meeting of organisational targets through the resources at their disposal. They must also manage their own responsibilities and personal targets which could be different to targets of the employees. These differences could create divergent priorities and affect the manager-employee relationship. Managers, in an effort to create a healthy work environment, need to show leadership qualities that encourage cooperation from their employees. These qualities must enable employees to form trustworthy relationships with their colleagues and the organisation thereby encouraging employee engagement and improved performance. A specific leadership quality that can create this type of positive and productive environment is authenticity. Authentic leadership can engender employee trust and organisational commitment and improve performance. Authentic leadership encourages improved relationships in the organisational environment by allowing employees and managers to communicate effectively. This encourages understanding of individual and organisational limitations in a non-threatening manner. Cultural intelligence is another quality that can enhance the employee manager relationship and affect the organisational climate. In South Africa’s culturally diverse environment managers from various cultural backgrounds will need to form healthy working relationships with employees and colleagues to encourage cooperation. These challenges and opportunities form the basis for this research study in the hope of informing managers of the relevance of the research topic and encouraging a change of behaviour and further study within the South African work environment.
- Full Text:
- Date Issued: 2014
Evaluation of supervisor performance at Transnet port terminals
- Authors: Ben-Mazwi, Amanda
- Date: 2014
- Subjects: Supervision of employees , Personnel management , Performance standards
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8935 , http://hdl.handle.net/10948/d1021200
- Description: The study is about evaluating supervisor performance at Transnet Port Terminals (TPT) and the impact it has in the business world in general. The aim of the study was to evaluate the quality of supervisors at Transnet Port Terminals (TPT) in the Eastern Cape. The sample size of 43 supervisors working at TPT from different departments like operations, planning, key accounts and procurement participated in the study. The sampled supervisors are between the ages of 20 and 59 years and was composed of females and predominantly males. The data was gathered through a questionnaire that was designed particularly to address the lack of quality of supervisory support at TPT. The response from respondents were tied to themes that were constructed, which are: (a) organisational goals; vision and management competencies; (b) communication; (c) performance cycle-setting of goals; (d) supervisor/supervisee performance conversation; and (e) supervisory development programme. The literature gathered and deliberated on in the literature review emanate from different authors in the form of books, journals and treatises. The empirical results were linked to theories gathered from different authors. Research findings were used to curb the issues identified, which will be beneficial to both TPT and its employees. The recommendations were submitted to the company to look at developing an in-house supervisory programme, capacity building internally and creating platforms for effective communication.
- Full Text:
- Date Issued: 2014
- Authors: Ben-Mazwi, Amanda
- Date: 2014
- Subjects: Supervision of employees , Personnel management , Performance standards
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8935 , http://hdl.handle.net/10948/d1021200
- Description: The study is about evaluating supervisor performance at Transnet Port Terminals (TPT) and the impact it has in the business world in general. The aim of the study was to evaluate the quality of supervisors at Transnet Port Terminals (TPT) in the Eastern Cape. The sample size of 43 supervisors working at TPT from different departments like operations, planning, key accounts and procurement participated in the study. The sampled supervisors are between the ages of 20 and 59 years and was composed of females and predominantly males. The data was gathered through a questionnaire that was designed particularly to address the lack of quality of supervisory support at TPT. The response from respondents were tied to themes that were constructed, which are: (a) organisational goals; vision and management competencies; (b) communication; (c) performance cycle-setting of goals; (d) supervisor/supervisee performance conversation; and (e) supervisory development programme. The literature gathered and deliberated on in the literature review emanate from different authors in the form of books, journals and treatises. The empirical results were linked to theories gathered from different authors. Research findings were used to curb the issues identified, which will be beneficial to both TPT and its employees. The recommendations were submitted to the company to look at developing an in-house supervisory programme, capacity building internally and creating platforms for effective communication.
- Full Text:
- Date Issued: 2014
Factors influencing pay systems in the manufacturing industry of Port Elizabeth
- Authors: Boyce, Ncedile
- Date: 2014
- Subjects: Wage payment systems , Incentives in industry , Employee motivation , Compensation management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8926 , http://hdl.handle.net/10948/d1021168
- Description: Collective bargaining was impacted by the confrontation at Marakina and the role players, employers and unions were left looking for new creative alternatives to reward operational employees (blue collar workers).Then, finding a well-designed pay system is crucial for the success of the organisation, since collective bargaining is under pressure. The following determinants, job based pay, performance based pay, skills based pay, education and training, and tenure based pay were constructed from literature to formulate the conceptual model for the pay of operators in the manufacturing sector of Port Elizabeth. There are a number of factors that are at play in the determination and design of pay systems, which need to be considered. Two major pay systems are at the centre of this study and they are those based on the worth of the job and those that are based on employees’ skills, productivity, education and training, and tenure. Pay equity is at the heart of employment relationship and is the reference point with regard to the distribution of resources when economic productivity and profitability are achieved. The findings presented indicated that all the determinants, job based pay, performance based pay, skills based pay and education and training, with the exception of tenure based pay, were significant to the pay of operational employees. However, the multivariable regression model found that job based pay is more significant and should be modelled as the foundation of the pay system for operational employees. Other pay determinants, such as performance and skills based pay are best modelled as additional increments that accelerate employees’ pay.
- Full Text:
- Date Issued: 2014
- Authors: Boyce, Ncedile
- Date: 2014
- Subjects: Wage payment systems , Incentives in industry , Employee motivation , Compensation management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8926 , http://hdl.handle.net/10948/d1021168
- Description: Collective bargaining was impacted by the confrontation at Marakina and the role players, employers and unions were left looking for new creative alternatives to reward operational employees (blue collar workers).Then, finding a well-designed pay system is crucial for the success of the organisation, since collective bargaining is under pressure. The following determinants, job based pay, performance based pay, skills based pay, education and training, and tenure based pay were constructed from literature to formulate the conceptual model for the pay of operators in the manufacturing sector of Port Elizabeth. There are a number of factors that are at play in the determination and design of pay systems, which need to be considered. Two major pay systems are at the centre of this study and they are those based on the worth of the job and those that are based on employees’ skills, productivity, education and training, and tenure. Pay equity is at the heart of employment relationship and is the reference point with regard to the distribution of resources when economic productivity and profitability are achieved. The findings presented indicated that all the determinants, job based pay, performance based pay, skills based pay and education and training, with the exception of tenure based pay, were significant to the pay of operational employees. However, the multivariable regression model found that job based pay is more significant and should be modelled as the foundation of the pay system for operational employees. Other pay determinants, such as performance and skills based pay are best modelled as additional increments that accelerate employees’ pay.
- Full Text:
- Date Issued: 2014
The influence of performance management systems on employee engagement
- Brewis, Willem Christiaan Coenraad
- Authors: Brewis, Willem Christiaan Coenraad
- Date: 2014
- Subjects: Performance standards , Sales personne -- Rating of
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8836 , http://hdl.handle.net/10948/d1019957
- Description: This study focused on investigating different performance management systems and the possibility to introduce a performance management system (PMS) into the sales environment of a company. The company the researcher is working for does not have an official PMS and feel the need to investigate the possibility to introduce a PMS. The study investigated an appropriate PMS that promotes engagement levels with employees that will be the ideal system for the sales environment in the company. Both the PMS and engagement impact on employees were addressed and the suitable PMS was selected. Implementing a system within a selected division the researcher will compile a road map for implementing a PMS into the rest of the company with the background and learning done while implementing the system. The employees participated willingly in a survey. The questionnaire assessed the employees understanding of what a PMS is. Further, the questionnaire assessed if the company does have a PMS system in place. The engagement levels of employees were measured and this allowed management to make the appropriate changes to get the employees engaged in the workplace. The results from the survey show that the employees understand and have a need for a PMS. They do understand how a PMS in the workplace work. The company has a system in place to compensate employees for work done. The company does not deal with underperformance and engagement levels are very low. The factors of engagement tested were very low and it addressing the engagement factors integrated in a PMS will increase engagement levels with employees.
- Full Text:
- Date Issued: 2014
- Authors: Brewis, Willem Christiaan Coenraad
- Date: 2014
- Subjects: Performance standards , Sales personne -- Rating of
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8836 , http://hdl.handle.net/10948/d1019957
- Description: This study focused on investigating different performance management systems and the possibility to introduce a performance management system (PMS) into the sales environment of a company. The company the researcher is working for does not have an official PMS and feel the need to investigate the possibility to introduce a PMS. The study investigated an appropriate PMS that promotes engagement levels with employees that will be the ideal system for the sales environment in the company. Both the PMS and engagement impact on employees were addressed and the suitable PMS was selected. Implementing a system within a selected division the researcher will compile a road map for implementing a PMS into the rest of the company with the background and learning done while implementing the system. The employees participated willingly in a survey. The questionnaire assessed the employees understanding of what a PMS is. Further, the questionnaire assessed if the company does have a PMS system in place. The engagement levels of employees were measured and this allowed management to make the appropriate changes to get the employees engaged in the workplace. The results from the survey show that the employees understand and have a need for a PMS. They do understand how a PMS in the workplace work. The company has a system in place to compensate employees for work done. The company does not deal with underperformance and engagement levels are very low. The factors of engagement tested were very low and it addressing the engagement factors integrated in a PMS will increase engagement levels with employees.
- Full Text:
- Date Issued: 2014
Strategy execution in a manufacturing facility in the Nelson Mandela Bay
- Authors: Butler, Charles Ted
- Date: 2014
- Subjects: Business planning -- South Africa -- Nelson Mandela Bay Municipality , Manufacturing industries -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8843 , http://hdl.handle.net/10948/d1020075
- Description: The most basic role of operations is to execute a strategy (Pycraft, Singh, Phihlela, Slack, Chambers & Johnston, 2010). The aim of this study is to make a contribution to operational performance by analysing the effectiveness of strategy execution at a confectionery manufacturing facility situated in the Nelson Mandela Bay (NMB). The primary objective of the study is to improve strategy execution at this manufacturing facility by investigating the influence of strategy; business processes; organisational factors; human resources; macro factors and leadership toward the success of strategy execution. The researcher gave consideration to whether this manufacturing facility measured on a strategy grid, is in a professional (champions’) league, headed towards a spectacular success; or headed towards being relegated and failure; or will it achieve somewhere in between like playing in the amateur (first division). The study was conducted in the quantitative paradigm. Data was collected using a structured questionnaire and sourced instruments were used to measure the variables in the hypothesised model. The objective of the questionnaire was to analyse the respondent’s understanding of how strategy is executed, thereby identifying the possible areas that need to be improved. It was found that most managers disagreed that the business processes, organisational factors and human resources effectively support the execution of the operational strategy and that the average response from the managers were neutral in respect of effectiveness of strategy and leadership. The inference is that although this manufacturing facility has a fair strategy, execution thereof is below average. The researcher therefore deduced that the most appropriate section for the manufacturing facility is between the first division and relegation. The research findings indicate that the management team is not effectively executing the operational strategy. The management implication of this finding translates into lost opportunities. These lost opportunities probably contributed to the poor results reported by the plant director in his quarterly performance review. The empirical results are discussed and recommendations are proposed to improve strategy execution, complementing the manufacturing facility’s goals to deliver the best performance and ultimately realise their stated vision: “to be the best and most loved confectionary site in the world”.
- Full Text:
- Date Issued: 2014
- Authors: Butler, Charles Ted
- Date: 2014
- Subjects: Business planning -- South Africa -- Nelson Mandela Bay Municipality , Manufacturing industries -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8843 , http://hdl.handle.net/10948/d1020075
- Description: The most basic role of operations is to execute a strategy (Pycraft, Singh, Phihlela, Slack, Chambers & Johnston, 2010). The aim of this study is to make a contribution to operational performance by analysing the effectiveness of strategy execution at a confectionery manufacturing facility situated in the Nelson Mandela Bay (NMB). The primary objective of the study is to improve strategy execution at this manufacturing facility by investigating the influence of strategy; business processes; organisational factors; human resources; macro factors and leadership toward the success of strategy execution. The researcher gave consideration to whether this manufacturing facility measured on a strategy grid, is in a professional (champions’) league, headed towards a spectacular success; or headed towards being relegated and failure; or will it achieve somewhere in between like playing in the amateur (first division). The study was conducted in the quantitative paradigm. Data was collected using a structured questionnaire and sourced instruments were used to measure the variables in the hypothesised model. The objective of the questionnaire was to analyse the respondent’s understanding of how strategy is executed, thereby identifying the possible areas that need to be improved. It was found that most managers disagreed that the business processes, organisational factors and human resources effectively support the execution of the operational strategy and that the average response from the managers were neutral in respect of effectiveness of strategy and leadership. The inference is that although this manufacturing facility has a fair strategy, execution thereof is below average. The researcher therefore deduced that the most appropriate section for the manufacturing facility is between the first division and relegation. The research findings indicate that the management team is not effectively executing the operational strategy. The management implication of this finding translates into lost opportunities. These lost opportunities probably contributed to the poor results reported by the plant director in his quarterly performance review. The empirical results are discussed and recommendations are proposed to improve strategy execution, complementing the manufacturing facility’s goals to deliver the best performance and ultimately realise their stated vision: “to be the best and most loved confectionary site in the world”.
- Full Text:
- Date Issued: 2014
Market needs analysis for Turnkey automation project based organisation in the Eastern Cape
- Authors: Buys, Stefan
- Date: 2014
- Subjects: Industrial marketing , Marketing research
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8927 , http://hdl.handle.net/10948/d1021170
- Description: Customer value is essentially the perceived value that the customer gains when purchasing a product. The perceived value is the trade-off between the cost of the product and the benefits it provides. If the customer perceives the benefits exceed the costs, then the customer perceives value in the product. A need is defined as a perceived lack of something. Customers across industries consider fulfilment of their unique needs as a key metric in evaluating the effectiveness of a solution. In order for an organisation to successfully provide solutions based on customer needs it is crucial for the organisation to understand the needs of their target market. Market Needs Analysis (MNA) is the investigation that intends to improve knowledge about the needs of the organisation’s target market. Project Based Organisations (PBOs) are organisations who are primarily orientated to execute once-off projects with an organisational structure specially formed for a temporary period tailored to deliver a product that meets the needs of specific customers. This research investigates the value offering of a Turnkey PBO and its alignment to the needs of its market. The organisation is privately owned, operating primarily in the South African automotive industry. The true name of the organisation that will be researched will not be disclosed for confidentiality reasons; instead it will be called My Automation Company (MAC). Until the end of 2010, the core focus of the organisation was the supply and maintenance of specialised electronic and computerised tools and services used mainly for quality assurance and production support. Towards the end of 2010 the organisation shifted its focus to providing a new product and service, Turnkey Industrial Automation Projects, to its existing market. In the rush of introducing new products and services many organisations neglect to analyse the market to ensure that they fully understand and can satisfy its needs. Understanding customer needs is crucial in order for new products to be successful thereby capitalising on the available growth potential. Turnkey Industrial Automation Projects is a new product in the organisation’s existing market. It is therefore important that the organisation investigates the customer needs for this particular product as it will differ significantly from customer needs for Service Level Agreements which the organisation is familiar with. The purpose of this research study is to advance the current understanding of the Customer Value Proposition (CVP) of Turnkey PBOs by performing a systematic analysis of the determinants of customer value. This research is an exploratory quantitative study comprised of literature- and case study components used to test proposed hypotheses. The literature study was performed on secondary sources to establish the key concepts related to the topics of PBOs, Industrial Marketing, Market Needs Analysis and CVP. The empirical study consisted of surveys (questionnaires) completed by various customers and employees of MAC. The questionnaire used in this research consisted of questions regarding demographic data and questions regarding perceived CVP and influencing factors. Descriptive statistics was used to summarise the data into a more compact form which could simplify the identification of patterns in the data. Inferential statistics was used to verify if conclusions made from the sample data can be inferred onto a larger population Recommended business practices based on the statistical analysis of the survey results were identified. It was shown that there exists a relationship between Perceived Value and Product Characteristics, Relational Characteristics, Supplier Characteristics, Benefits and Sacrifices by using Pearson’s product-moment correlation coefficient to measure the linear association between the variables. A significant difference in the perceived performance of MAC in certain aspects was found. There is however no significant difference between the perceived importance’s assigned to CVP factors by High- and Low-level Management customers. It was also found that there is a significant difference in the perceived performance of MAC by Customers and Employees in certain aspects. While there is alignment between the importance Employees and Customers place on the majority of independent variables, there is misalignment with regard to the various Supplier Characteristics. Supplier Commitment was shown to be the factor that requires the most attention as: it has the biggest influence on the perceived value gained from dealing with MAC; Customers rate the organisations performance in this regard lower than Employees do and Employees assign lower importance to this factor than Customers. This study concluded in the development of a hypothesised CVP model that indicated not only which factors influence the CVP of a Turnkey PBO in the Eastern Cape but also the effect that each of the identified factors have on perceived value.
- Full Text:
- Date Issued: 2014
- Authors: Buys, Stefan
- Date: 2014
- Subjects: Industrial marketing , Marketing research
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8927 , http://hdl.handle.net/10948/d1021170
- Description: Customer value is essentially the perceived value that the customer gains when purchasing a product. The perceived value is the trade-off between the cost of the product and the benefits it provides. If the customer perceives the benefits exceed the costs, then the customer perceives value in the product. A need is defined as a perceived lack of something. Customers across industries consider fulfilment of their unique needs as a key metric in evaluating the effectiveness of a solution. In order for an organisation to successfully provide solutions based on customer needs it is crucial for the organisation to understand the needs of their target market. Market Needs Analysis (MNA) is the investigation that intends to improve knowledge about the needs of the organisation’s target market. Project Based Organisations (PBOs) are organisations who are primarily orientated to execute once-off projects with an organisational structure specially formed for a temporary period tailored to deliver a product that meets the needs of specific customers. This research investigates the value offering of a Turnkey PBO and its alignment to the needs of its market. The organisation is privately owned, operating primarily in the South African automotive industry. The true name of the organisation that will be researched will not be disclosed for confidentiality reasons; instead it will be called My Automation Company (MAC). Until the end of 2010, the core focus of the organisation was the supply and maintenance of specialised electronic and computerised tools and services used mainly for quality assurance and production support. Towards the end of 2010 the organisation shifted its focus to providing a new product and service, Turnkey Industrial Automation Projects, to its existing market. In the rush of introducing new products and services many organisations neglect to analyse the market to ensure that they fully understand and can satisfy its needs. Understanding customer needs is crucial in order for new products to be successful thereby capitalising on the available growth potential. Turnkey Industrial Automation Projects is a new product in the organisation’s existing market. It is therefore important that the organisation investigates the customer needs for this particular product as it will differ significantly from customer needs for Service Level Agreements which the organisation is familiar with. The purpose of this research study is to advance the current understanding of the Customer Value Proposition (CVP) of Turnkey PBOs by performing a systematic analysis of the determinants of customer value. This research is an exploratory quantitative study comprised of literature- and case study components used to test proposed hypotheses. The literature study was performed on secondary sources to establish the key concepts related to the topics of PBOs, Industrial Marketing, Market Needs Analysis and CVP. The empirical study consisted of surveys (questionnaires) completed by various customers and employees of MAC. The questionnaire used in this research consisted of questions regarding demographic data and questions regarding perceived CVP and influencing factors. Descriptive statistics was used to summarise the data into a more compact form which could simplify the identification of patterns in the data. Inferential statistics was used to verify if conclusions made from the sample data can be inferred onto a larger population Recommended business practices based on the statistical analysis of the survey results were identified. It was shown that there exists a relationship between Perceived Value and Product Characteristics, Relational Characteristics, Supplier Characteristics, Benefits and Sacrifices by using Pearson’s product-moment correlation coefficient to measure the linear association between the variables. A significant difference in the perceived performance of MAC in certain aspects was found. There is however no significant difference between the perceived importance’s assigned to CVP factors by High- and Low-level Management customers. It was also found that there is a significant difference in the perceived performance of MAC by Customers and Employees in certain aspects. While there is alignment between the importance Employees and Customers place on the majority of independent variables, there is misalignment with regard to the various Supplier Characteristics. Supplier Commitment was shown to be the factor that requires the most attention as: it has the biggest influence on the perceived value gained from dealing with MAC; Customers rate the organisations performance in this regard lower than Employees do and Employees assign lower importance to this factor than Customers. This study concluded in the development of a hypothesised CVP model that indicated not only which factors influence the CVP of a Turnkey PBO in the Eastern Cape but also the effect that each of the identified factors have on perceived value.
- Full Text:
- Date Issued: 2014
Member perspectives on the role of social capital in the success of the Heiveld Cooperative in the Northern Cape, South Africa
- Authors: Carlisle, Juliet Hazel
- Date: 2014
- Subjects: Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:825 , http://hdl.handle.net/10962/d1011734 , Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
- Description: The aim of this qualitative study is to explore the perspectives of current members of the cooperative regarding the role of social capital in the success of the Heiveld Cooperative on the Suid Bokkeveld in the Northern Cape, South Africa (SA). This cooperative has been cited by several researchers as being successful for various reasons, including the existence of a marketable resource, a steady increase in production, and certification through Fairtrade, resulting in an export market. Social capital, as a contributing factor to the success of the cooperative, has not however previously been investigated in depth. In light of the unique success of this cooperative, it is important to obtain an in-depth understanding of the role of social capital, if any, in its success, particularly in the formation and day-to-day operation of the cooperative. With a particular focus on the members’ perspectives of the cooperative, this qualitative research adopted a case study approach to explore and to gain multiple and subjective understanding of the role played by social capital in the success of the Heiveld Cooperative. This may assist the organisation under study, as well as similar initiatives, in strategically harnessing the benefits of social capital as a resource in future. This report has three interrelated sections. The first part is an academic paper, which includes a condensed literature review, research methods, results and discussions. The second part is an expanded literature review, while the third section details the research methods. It is vital to note that these sections are separate, but interrelated. Convenience sampling was used to identify current members of the cooperative who participated in this exploratory qualitative study. Four heterogeneous focus group discussions, with a total of 44 members of the Heiveld Cooperative in the Suid Bokkeveld, were conducted. The focus groups were heterogeneous, as they included ordinary members, founding members and committee members. A guideline with questions based on the theory of social capital was developed, and used to initiate or stimulate discussion among the members of the cooperative in order to address the key research question, namely: What was the role of social capital, if any, in the success of the Heiveld Cooperative in the Northern Cape as perceived by current cooperative members? The primary source of data was collected through focus group discussions, while secondary data was obtained from documents in a form of internal reports and papers written for the Heiveld Cooperative. Data was analysed using open coding and constant comparison techniques in order to induce emerging themes from the data. Findings of this study revealed that social capital played a major and influential role during the inception and also in the successful operation of the Heiveld Cooperative, by bonding and bridging not just between individual members, but also between communities, trading partners and other collaborators. Another key finding of this study is that social capital was also critical in enhancing supportive knowledge sharing, and the promotion of pride and shared identity, which the study identifies as aspects of cognitive social capital. Interestingly, the cognitive dimension of social capital in the Heiveld Cooperative has contributed to the weakening of social capital, as evident in claims related to lack of transparency and procedural injustice. Last, but not least, leveraging the sense of community has also been useful in promoting collective efficacy, strengthening familial togetherness, and enhanced democratisation of decision-making. Diminished trust, based on perceived oligarchy and nepotism is gradually weakening relational social capital. Findings in this study are illuminated using the social capital theory described by Nahapiet and Ghoshal (1998) to depict the social, cognitive and relational aspect of social capital that are at work at Heiveld Cooperative. Additionally, the social network theory by Hoppe and Reinelt (2010) is used to highlight the systemic view of social capital, which embraces the structural, relational and cognitive nature not only internal to but also between networks of the cooperative. Recommendations are provided to ensure social capital is harnessed, rather than undermined. These include the need to promote the processes of learning, monitoring and discussion that have been implemented; harnessing the benefits of bonding and bridging social capital; leveraging the sense of community and applying a more systemic view of social capital; and addressing perverse aspects of social capital such as nepotism and oligarchy that have been identified.
- Full Text:
- Date Issued: 2014
- Authors: Carlisle, Juliet Hazel
- Date: 2014
- Subjects: Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:825 , http://hdl.handle.net/10962/d1011734 , Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
- Description: The aim of this qualitative study is to explore the perspectives of current members of the cooperative regarding the role of social capital in the success of the Heiveld Cooperative on the Suid Bokkeveld in the Northern Cape, South Africa (SA). This cooperative has been cited by several researchers as being successful for various reasons, including the existence of a marketable resource, a steady increase in production, and certification through Fairtrade, resulting in an export market. Social capital, as a contributing factor to the success of the cooperative, has not however previously been investigated in depth. In light of the unique success of this cooperative, it is important to obtain an in-depth understanding of the role of social capital, if any, in its success, particularly in the formation and day-to-day operation of the cooperative. With a particular focus on the members’ perspectives of the cooperative, this qualitative research adopted a case study approach to explore and to gain multiple and subjective understanding of the role played by social capital in the success of the Heiveld Cooperative. This may assist the organisation under study, as well as similar initiatives, in strategically harnessing the benefits of social capital as a resource in future. This report has three interrelated sections. The first part is an academic paper, which includes a condensed literature review, research methods, results and discussions. The second part is an expanded literature review, while the third section details the research methods. It is vital to note that these sections are separate, but interrelated. Convenience sampling was used to identify current members of the cooperative who participated in this exploratory qualitative study. Four heterogeneous focus group discussions, with a total of 44 members of the Heiveld Cooperative in the Suid Bokkeveld, were conducted. The focus groups were heterogeneous, as they included ordinary members, founding members and committee members. A guideline with questions based on the theory of social capital was developed, and used to initiate or stimulate discussion among the members of the cooperative in order to address the key research question, namely: What was the role of social capital, if any, in the success of the Heiveld Cooperative in the Northern Cape as perceived by current cooperative members? The primary source of data was collected through focus group discussions, while secondary data was obtained from documents in a form of internal reports and papers written for the Heiveld Cooperative. Data was analysed using open coding and constant comparison techniques in order to induce emerging themes from the data. Findings of this study revealed that social capital played a major and influential role during the inception and also in the successful operation of the Heiveld Cooperative, by bonding and bridging not just between individual members, but also between communities, trading partners and other collaborators. Another key finding of this study is that social capital was also critical in enhancing supportive knowledge sharing, and the promotion of pride and shared identity, which the study identifies as aspects of cognitive social capital. Interestingly, the cognitive dimension of social capital in the Heiveld Cooperative has contributed to the weakening of social capital, as evident in claims related to lack of transparency and procedural injustice. Last, but not least, leveraging the sense of community has also been useful in promoting collective efficacy, strengthening familial togetherness, and enhanced democratisation of decision-making. Diminished trust, based on perceived oligarchy and nepotism is gradually weakening relational social capital. Findings in this study are illuminated using the social capital theory described by Nahapiet and Ghoshal (1998) to depict the social, cognitive and relational aspect of social capital that are at work at Heiveld Cooperative. Additionally, the social network theory by Hoppe and Reinelt (2010) is used to highlight the systemic view of social capital, which embraces the structural, relational and cognitive nature not only internal to but also between networks of the cooperative. Recommendations are provided to ensure social capital is harnessed, rather than undermined. These include the need to promote the processes of learning, monitoring and discussion that have been implemented; harnessing the benefits of bonding and bridging social capital; leveraging the sense of community and applying a more systemic view of social capital; and addressing perverse aspects of social capital such as nepotism and oligarchy that have been identified.
- Full Text:
- Date Issued: 2014
An evaluation of the quality of customer service provided to large power users by Eskom in the Eastern Cape
- Authors: Caza, Akhona Nobusi
- Date: 2014
- Subjects: Eskom (Firm) -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Quality control , SERVQUAL (Service quality framework) , Gap analysis (Planning)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:862 , http://hdl.handle.net/10962/d1020610
- Description: The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommendations. Section two consists of a review of the key concepts identified for this study as follows: (a) defining customer service quality by looking at the concepts of the customer, service, quality and the dimensions of quality, (b) the importance of service quality, (c) the components of service quality in Eskom, (d) models of service quality, and (e) the SERVQUAL model used in this study. Section three consists of the detail of the research methodology used to conduct this study. The Gap Model of Service Quality (Parasuraman et al., 1985:44) is evaluated in order to understand the gaps between expected and perceived service. The provider gap (Zeithaml et al., 2006: 34) is also reviewed in order to identify the gaps that occur within the organisation. An extensive review of customer service quality models is undertaken before a discussion of the SERVQUAL model, which was used in this evaluation study, is provided. The researcher adopted the critical realism research paradigm and quantitative data was collected from a sample of 120 Eskom customers within the LPU customer segment in the Eastern Cape. These customers were randomly selected from the Eskom Customer Care and Billing database and comprised customers from Port Elizabeth, Aliwal North, Mthatha and East London Areas within the Eastern Cape. The data was collected online through a questionnaire which was based on SERVQUAL and modified for electricity services. The quantitative data obtained from the study is presented in the form of tables and graphs created from the data obtained from the 45 customers who responded to the questionnaire. The gaps between LPU customer perceptions and expectations were calculated for the five SERVQUAL dimensions. The research identifies the existing gaps in the service delivered by Eskom; this is based on the perceptions and expectations of the LPU customers in the Eastern Cape, who participated in the study. The results reveal that gaps exist between LPU customer perceptions and their expectations of the service provided by Eskom in the Eastern Cape. The key findings reveal that the largest gaps are within the reliability and empathy dimensions and the smallest gap is in the tangibles dimension. The recommendations were made on the basis of the gaps which were identified and these focus on the training of the front line staff responsible for servicing customers. It is recommended that this training should include an overview of the organisation’s policies and procedures to enable employees to respond adequately to customer queries. Recommendation is also made on training staff to interact with customers effectively in order to resolve customer queries satisfactorily. Finally, it is recommended that regular assessments of the existing customer service quality levels are conducted in order for the organisation to remain aware of the current customer perceptions and expectations
- Full Text:
- Date Issued: 2014
- Authors: Caza, Akhona Nobusi
- Date: 2014
- Subjects: Eskom (Firm) -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Quality control , SERVQUAL (Service quality framework) , Gap analysis (Planning)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:862 , http://hdl.handle.net/10962/d1020610
- Description: The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommendations. Section two consists of a review of the key concepts identified for this study as follows: (a) defining customer service quality by looking at the concepts of the customer, service, quality and the dimensions of quality, (b) the importance of service quality, (c) the components of service quality in Eskom, (d) models of service quality, and (e) the SERVQUAL model used in this study. Section three consists of the detail of the research methodology used to conduct this study. The Gap Model of Service Quality (Parasuraman et al., 1985:44) is evaluated in order to understand the gaps between expected and perceived service. The provider gap (Zeithaml et al., 2006: 34) is also reviewed in order to identify the gaps that occur within the organisation. An extensive review of customer service quality models is undertaken before a discussion of the SERVQUAL model, which was used in this evaluation study, is provided. The researcher adopted the critical realism research paradigm and quantitative data was collected from a sample of 120 Eskom customers within the LPU customer segment in the Eastern Cape. These customers were randomly selected from the Eskom Customer Care and Billing database and comprised customers from Port Elizabeth, Aliwal North, Mthatha and East London Areas within the Eastern Cape. The data was collected online through a questionnaire which was based on SERVQUAL and modified for electricity services. The quantitative data obtained from the study is presented in the form of tables and graphs created from the data obtained from the 45 customers who responded to the questionnaire. The gaps between LPU customer perceptions and expectations were calculated for the five SERVQUAL dimensions. The research identifies the existing gaps in the service delivered by Eskom; this is based on the perceptions and expectations of the LPU customers in the Eastern Cape, who participated in the study. The results reveal that gaps exist between LPU customer perceptions and their expectations of the service provided by Eskom in the Eastern Cape. The key findings reveal that the largest gaps are within the reliability and empathy dimensions and the smallest gap is in the tangibles dimension. The recommendations were made on the basis of the gaps which were identified and these focus on the training of the front line staff responsible for servicing customers. It is recommended that this training should include an overview of the organisation’s policies and procedures to enable employees to respond adequately to customer queries. Recommendation is also made on training staff to interact with customers effectively in order to resolve customer queries satisfactorily. Finally, it is recommended that regular assessments of the existing customer service quality levels are conducted in order for the organisation to remain aware of the current customer perceptions and expectations
- Full Text:
- Date Issued: 2014
The effect of outsourcing a South African automotive company's material handling activities on its operational performance
- Authors: Dolley-Ryneveld, Mieshkah
- Date: 2014
- Subjects: Contracting out -- South Africa , Industrial management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8936 , http://hdl.handle.net/10948/d1021202
- Description: Outsourcing has become a popular trend in the last two decades and has been applied in both non-essential and critical business functions. It has been viewed as a vital source of competitive advantage and is expected to remain an important component in future business strategies. Over the past few years, the outsourcing of logistics functions in particular has shown strong growth. Thus, an abundance of research on the outsourcing of logistics is available. However, there has been little research on the outsourcing of material handling activities as a sub-component of logistics, nor its effect on a company’s operational performance. The purpose of this treatise is to determine the effects of outsourcing a South African automotive company’s material handling activities on its operational performance. It further aims to compare the company’s expected outcomes for outsourcing with actual outcomes. In addition, the factors which contributed positively and negatively to the operation of the outsourced material handling activities at the company, are established. The automotive company in this study is situated in Port Elizabeth, but due to confidentiality reasons the name of the company is not mentioned in the study. The study consists of a literature review on the background of outsourcing, outsourcing theories, outsourcing trends, important outsourcing considerations and gaps in outsourcing research. Primary data, collected through the use of a questionnaire to determine the effects outsourcing has on the company’s operational performance, is collected, reported and analysed in the study. The performance criteria used to determine these effects are: cost; delivery speed and reliability; flexibility; quality; the outsourcing relationship and the management of the outsourcing relationship. The study results reveal that the operational performance of the company remained the same after outsourcing.
- Full Text:
- Date Issued: 2014
- Authors: Dolley-Ryneveld, Mieshkah
- Date: 2014
- Subjects: Contracting out -- South Africa , Industrial management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8936 , http://hdl.handle.net/10948/d1021202
- Description: Outsourcing has become a popular trend in the last two decades and has been applied in both non-essential and critical business functions. It has been viewed as a vital source of competitive advantage and is expected to remain an important component in future business strategies. Over the past few years, the outsourcing of logistics functions in particular has shown strong growth. Thus, an abundance of research on the outsourcing of logistics is available. However, there has been little research on the outsourcing of material handling activities as a sub-component of logistics, nor its effect on a company’s operational performance. The purpose of this treatise is to determine the effects of outsourcing a South African automotive company’s material handling activities on its operational performance. It further aims to compare the company’s expected outcomes for outsourcing with actual outcomes. In addition, the factors which contributed positively and negatively to the operation of the outsourced material handling activities at the company, are established. The automotive company in this study is situated in Port Elizabeth, but due to confidentiality reasons the name of the company is not mentioned in the study. The study consists of a literature review on the background of outsourcing, outsourcing theories, outsourcing trends, important outsourcing considerations and gaps in outsourcing research. Primary data, collected through the use of a questionnaire to determine the effects outsourcing has on the company’s operational performance, is collected, reported and analysed in the study. The performance criteria used to determine these effects are: cost; delivery speed and reliability; flexibility; quality; the outsourcing relationship and the management of the outsourcing relationship. The study results reveal that the operational performance of the company remained the same after outsourcing.
- Full Text:
- Date Issued: 2014
An exploratory study of the implementation of a decentralized water provision model: a case of Chris Hani District Municipality
- Dyasi, Nobuhle Marjorie Pretty
- Authors: Dyasi, Nobuhle Marjorie Pretty
- Date: 2014
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/18532 , vital:22353
- Description: It is notable that successful implementation of strategy is very important in any organization - private or public. As such it is not surprising that public sector managers are expected to implement strategies to improve organizational performance and service delivery. Consequently, strategy implementation in the public sector has become an increasingly relevant and topical issue, especially because public sector organizations exist to meet the needs of particular stakeholder groups and maximize organizational performance rather than realize profits. Despite this growing focus of public sector management literature on strategy, “there have so far been few explanations about how public sector managers develop and implement new strategic approaches” (Pablo, Reay, Dewald and Casebeer, 2007:687). This qualitative study explores the implementation of a decentralised water service provision model at Chris Hani District Municipality (CHDM) which is located in the Eastern Cape Province in South Africa. The Chris Hani District Municipality is comprised of eight local municipalities: Lukhanji, Lady Frere, Sakhisizwe, Inkwanca, Tsolwana, Inxuba Yethemba, Intsika Yethu and Engcobo. All eight municipalities were delegated to perform the water service provision function of CHDM. The research questions are: How effective was the implementation of the CHDM decentralised water services provision model? and What are the enablers of and barriers to implementing a decentralised water provision model in CHDM? The study used the McKinsey 7S framework of strategy execution to evaluate the implementation of the decentralised water services provision model in CHDM, enablers and barriers to executing this model were also identified. Purposively, a total of seven area managers were interviewed as the eighth Area Manager resigned and left the employment of CHDM during the time of the study. Data was gathered from Area Managers who are intimately involved in the daily operation of water services provision. Data was gathered through semi-structured interviews which were audio recorded, transcribed and data was coded and categorised according to the theoretical perspectives of the McKinsey 7S framework. The draft report was given to the research participants for verification or comments not only as input but also as a member check before the final report. Predominantly most of the Area Managers reflected that the implementation of the decentralised water services provision model by CHDM manifested four cornerstones: (a) reducing distance to water services, (b) delegating of water provision function and accountability, (c) improving delivery of water services, and (d) putting people first in water provision. Drivers and barriers of the implementation of the decentralized water provision strategy were identified to empower local municipalities and enhance operational efficiencies and service quality. Recommendations were made to CHDM on how the implementation of the decentralised water services provision model could be enhanced for better performance. This study will benefit CHDM on improving and strengthening the alignment of all the 7S’s elements of strategy execution to enhance the performance of the decentralised water provision model. Since no studies had been conducted previously to evaluate the implementation of a decentralised water services provision strategy at CHDM, this research is valuable to CHDM as it provides insight on the effectiveness of implementing the decentralised water provision model. Furthermore, the use of the McKinsey 7S framework to evaluate the decentralised model is valuable as it identifies and highlights the gaps where there is misalignment of the 7S’s of strategy execution. These are areas which CHDM needs to address in order to enhance or improve strategic performance.
- Full Text:
- Date Issued: 2014
- Authors: Dyasi, Nobuhle Marjorie Pretty
- Date: 2014
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/18532 , vital:22353
- Description: It is notable that successful implementation of strategy is very important in any organization - private or public. As such it is not surprising that public sector managers are expected to implement strategies to improve organizational performance and service delivery. Consequently, strategy implementation in the public sector has become an increasingly relevant and topical issue, especially because public sector organizations exist to meet the needs of particular stakeholder groups and maximize organizational performance rather than realize profits. Despite this growing focus of public sector management literature on strategy, “there have so far been few explanations about how public sector managers develop and implement new strategic approaches” (Pablo, Reay, Dewald and Casebeer, 2007:687). This qualitative study explores the implementation of a decentralised water service provision model at Chris Hani District Municipality (CHDM) which is located in the Eastern Cape Province in South Africa. The Chris Hani District Municipality is comprised of eight local municipalities: Lukhanji, Lady Frere, Sakhisizwe, Inkwanca, Tsolwana, Inxuba Yethemba, Intsika Yethu and Engcobo. All eight municipalities were delegated to perform the water service provision function of CHDM. The research questions are: How effective was the implementation of the CHDM decentralised water services provision model? and What are the enablers of and barriers to implementing a decentralised water provision model in CHDM? The study used the McKinsey 7S framework of strategy execution to evaluate the implementation of the decentralised water services provision model in CHDM, enablers and barriers to executing this model were also identified. Purposively, a total of seven area managers were interviewed as the eighth Area Manager resigned and left the employment of CHDM during the time of the study. Data was gathered from Area Managers who are intimately involved in the daily operation of water services provision. Data was gathered through semi-structured interviews which were audio recorded, transcribed and data was coded and categorised according to the theoretical perspectives of the McKinsey 7S framework. The draft report was given to the research participants for verification or comments not only as input but also as a member check before the final report. Predominantly most of the Area Managers reflected that the implementation of the decentralised water services provision model by CHDM manifested four cornerstones: (a) reducing distance to water services, (b) delegating of water provision function and accountability, (c) improving delivery of water services, and (d) putting people first in water provision. Drivers and barriers of the implementation of the decentralized water provision strategy were identified to empower local municipalities and enhance operational efficiencies and service quality. Recommendations were made to CHDM on how the implementation of the decentralised water services provision model could be enhanced for better performance. This study will benefit CHDM on improving and strengthening the alignment of all the 7S’s elements of strategy execution to enhance the performance of the decentralised water provision model. Since no studies had been conducted previously to evaluate the implementation of a decentralised water services provision strategy at CHDM, this research is valuable to CHDM as it provides insight on the effectiveness of implementing the decentralised water provision model. Furthermore, the use of the McKinsey 7S framework to evaluate the decentralised model is valuable as it identifies and highlights the gaps where there is misalignment of the 7S’s of strategy execution. These are areas which CHDM needs to address in order to enhance or improve strategic performance.
- Full Text:
- Date Issued: 2014
Organisational culture and leadership competencies in ABSA Business Bank: Enterprise Business, Gauteng
- Authors: Funani, Simphiwe Vincent
- Date: 2014
- Subjects: ABSA Bank Corporate culture Organizational behavior Leadership Leadership -- Ability testing Business enterprises -- Personnel management Executives -- Training of Organizational effectiveness
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:824 , http://hdl.handle.net/10962/d1011286
- Description: From Integrative summary: This document consists of three sections namely, an evaluation report (section 1), literature review (section 2), and research methodology (section 3). The evaluation report sets out the terms of reference for the research as well as identifying the objectives of the research. It also contains a summary of the literature review section, as well as a research methodology section summary. The literature review section contains a detailed review of the literature used in this study. This section sets out by reviewing existing literature on the topic of leadership, discussing the key elements of organisational culture and includes a short discussion on the typologies of culture. The Competing Values Framework as an organisational culture typology is discussed in greater detail, since it forms the foundation upon which the measurement and data collection tools for this research are founded. The research methodology section explains the research methodology and design employed in this study. This section also addresses some of the ethical considerations for this research, as well as how the researcher addressed them. There is also a brief discussion on the limitations of the research and the application of the results. This research focused on a business unit within Absa Business Bank, named Enterprise Business Gauteng Region, with the aim of investigating the “current organisational culture” in the business unit and the leadership competencies profile of its 11 Sales Managers. This was to provide the basis and departure point for the strategic organisational culture change that the new business unit head would have wanted to effect as the business has a history of non-performance, which the new business unit head aims to change. In order to diagnose the “current organisational culture” type, an organisational culture measurement tool based on the Competing Values Framework was used. The Competing Values Framework is a four-category organisational culture typology developed by Cameron and Quinn. The framework is based on two dimensions, how stable or flexible the organisation is, and how externally or internally focused it is. This framework was also employed to establish the leadership competencies profile of Sales Managers, as observed and experienced by the frontline staff, as well as the “desired organisational culture”, as intended by the new business unit head. Through hypotheses testing, the research revealed a statistically significant difference in perceptions of culture between males and females in the business unit. The perceptions of the female frontline staff about the “current” business unit culture indicated that they find it not to be empowering and less allowing for individuality and risk taking when compared to the male staff. The research also concluded that there is no statistically significant difference between leadership competencies associated with the four categories of the Competing Values Framework in the business unit. Comparisons between the “current” and the “desired” organisational culture revealed a misalignment. The main recommendations to the new business unit head were to get the leadership competencies of the Sales Managers aligned with the “desired organisational culture” state, and drive a purposive organisational culture change effort. To support this culture change, the espoused values of the business unit would need to be aligned to the desired culture state. To address the differences in perceptions of culture between males and females the business unit head would need to be mindful of the greater need to empower women either in their current roles, or by way of promotions to senior roles.
- Full Text:
- Date Issued: 2014
- Authors: Funani, Simphiwe Vincent
- Date: 2014
- Subjects: ABSA Bank Corporate culture Organizational behavior Leadership Leadership -- Ability testing Business enterprises -- Personnel management Executives -- Training of Organizational effectiveness
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:824 , http://hdl.handle.net/10962/d1011286
- Description: From Integrative summary: This document consists of three sections namely, an evaluation report (section 1), literature review (section 2), and research methodology (section 3). The evaluation report sets out the terms of reference for the research as well as identifying the objectives of the research. It also contains a summary of the literature review section, as well as a research methodology section summary. The literature review section contains a detailed review of the literature used in this study. This section sets out by reviewing existing literature on the topic of leadership, discussing the key elements of organisational culture and includes a short discussion on the typologies of culture. The Competing Values Framework as an organisational culture typology is discussed in greater detail, since it forms the foundation upon which the measurement and data collection tools for this research are founded. The research methodology section explains the research methodology and design employed in this study. This section also addresses some of the ethical considerations for this research, as well as how the researcher addressed them. There is also a brief discussion on the limitations of the research and the application of the results. This research focused on a business unit within Absa Business Bank, named Enterprise Business Gauteng Region, with the aim of investigating the “current organisational culture” in the business unit and the leadership competencies profile of its 11 Sales Managers. This was to provide the basis and departure point for the strategic organisational culture change that the new business unit head would have wanted to effect as the business has a history of non-performance, which the new business unit head aims to change. In order to diagnose the “current organisational culture” type, an organisational culture measurement tool based on the Competing Values Framework was used. The Competing Values Framework is a four-category organisational culture typology developed by Cameron and Quinn. The framework is based on two dimensions, how stable or flexible the organisation is, and how externally or internally focused it is. This framework was also employed to establish the leadership competencies profile of Sales Managers, as observed and experienced by the frontline staff, as well as the “desired organisational culture”, as intended by the new business unit head. Through hypotheses testing, the research revealed a statistically significant difference in perceptions of culture between males and females in the business unit. The perceptions of the female frontline staff about the “current” business unit culture indicated that they find it not to be empowering and less allowing for individuality and risk taking when compared to the male staff. The research also concluded that there is no statistically significant difference between leadership competencies associated with the four categories of the Competing Values Framework in the business unit. Comparisons between the “current” and the “desired” organisational culture revealed a misalignment. The main recommendations to the new business unit head were to get the leadership competencies of the Sales Managers aligned with the “desired organisational culture” state, and drive a purposive organisational culture change effort. To support this culture change, the espoused values of the business unit would need to be aligned to the desired culture state. To address the differences in perceptions of culture between males and females the business unit head would need to be mindful of the greater need to empower women either in their current roles, or by way of promotions to senior roles.
- Full Text:
- Date Issued: 2014
Possible scenarios for Africa's economic futures towards 2055
- Authors: Giyose, Dorrington
- Date: 2014
- Subjects: Economic forecasting -- South Africa , Future, The
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8931 , http://hdl.handle.net/10948/d1021188
- Description: This academic discourse is a research treatise that is submitted in fulfilment of the requirements for the Masters in Business Administration (MBA) degree at the Nelson Mandela Metropolitan University (NMMU). Purpose – The purpose of this treatise is to develop four possible scenarios for Africa’s economic futures over the next 40 years, i.e. towards 2055. This study will expose the possible, probable, plausible, and preferable (desirable) scenarios for Africa towards 2055. Design/Methodology/Approach – This study employs a Futures Studies methodology that is known as scenario planning. The key variables of the scenarios are clustered as follows: Good governance and good economic growth; Good governance and bad economic growth; Bad governance and bad economic growth; as well as bad governance and good economic growth. Each of these scenarios begin with the current state of affairs in Africa. As such, the four scenarios in this study are informed by the current affairs in African countries as is internationally observed by scientists, researchers, as well as global views and opinions. Practical implications – This academic discourse provides useful insight into the causality relationship between the political, economic, sociological, technological, ecological, as well as legal factors (PESTEL factors) on the continent and the possible scenarios for Africa’s economic futures towards 2055. The aforementioned causality relationship between the abovementioned variables allows for insight into the drivers for change for Africa as well as in what way to anticipate these changes in accordance with scenario planning. Originality/Value: This treatise looks at the economic futures of Africa over the next 40 years from the point of view of African planners and African decision-makers.
- Full Text:
- Date Issued: 2014
- Authors: Giyose, Dorrington
- Date: 2014
- Subjects: Economic forecasting -- South Africa , Future, The
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8931 , http://hdl.handle.net/10948/d1021188
- Description: This academic discourse is a research treatise that is submitted in fulfilment of the requirements for the Masters in Business Administration (MBA) degree at the Nelson Mandela Metropolitan University (NMMU). Purpose – The purpose of this treatise is to develop four possible scenarios for Africa’s economic futures over the next 40 years, i.e. towards 2055. This study will expose the possible, probable, plausible, and preferable (desirable) scenarios for Africa towards 2055. Design/Methodology/Approach – This study employs a Futures Studies methodology that is known as scenario planning. The key variables of the scenarios are clustered as follows: Good governance and good economic growth; Good governance and bad economic growth; Bad governance and bad economic growth; as well as bad governance and good economic growth. Each of these scenarios begin with the current state of affairs in Africa. As such, the four scenarios in this study are informed by the current affairs in African countries as is internationally observed by scientists, researchers, as well as global views and opinions. Practical implications – This academic discourse provides useful insight into the causality relationship between the political, economic, sociological, technological, ecological, as well as legal factors (PESTEL factors) on the continent and the possible scenarios for Africa’s economic futures towards 2055. The aforementioned causality relationship between the abovementioned variables allows for insight into the drivers for change for Africa as well as in what way to anticipate these changes in accordance with scenario planning. Originality/Value: This treatise looks at the economic futures of Africa over the next 40 years from the point of view of African planners and African decision-makers.
- Full Text:
- Date Issued: 2014
Retention strategies of technical graded employees at Transnet
- Authors: Human, Ricardo Ronald
- Date: 2014
- Subjects: Employee retention Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11080 , vital:26883
- Description: The recruitment and retention of personnel plays an important role in assisting organisations to adapt and remain competitive, thus ensuring their financial sustainability and becoming a leader in the market. It is also a crucial element in assisting organisations in reaching their long and short term goals. The employment and retention of highly skilled employees is a costly exercise and staff turnover impacts negatively, not only on a financial level but also on the organisation as a whole. The immediate implementation of specific strategies that ensures the recruitment and retention of these employees will guarantee a reduction in employee turnover thus ensuring organisational competitiveness. The purpose of this study was to investigate the organisational factors impacting on employee retention at Transnet Freight Rail (TFR). The population group for the study included 34 TFR employees from the G graded salary scale. The response rate for the questionnaire was 100% with the Likert scale instrument consisting of 27 questions divided into two sections: Section one explored the demographic profile of the respondents; Section two focused on getting responses on the five organisational factors impacting on employee retention namely: organisational association; monetary compensation; work satisfaction; work enrichment; career development. The following research design was adopted: Step 1: A literature review was conducted to determine the various organisational factors impacting on employee retention. Step 2: From the literature review the researcher structured the research questionnaire. Step 3: The results of the survey were analysed and interpreted. Step 4: Conclusions and recommendations were done.
- Full Text:
- Date Issued: 2014
- Authors: Human, Ricardo Ronald
- Date: 2014
- Subjects: Employee retention Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11080 , vital:26883
- Description: The recruitment and retention of personnel plays an important role in assisting organisations to adapt and remain competitive, thus ensuring their financial sustainability and becoming a leader in the market. It is also a crucial element in assisting organisations in reaching their long and short term goals. The employment and retention of highly skilled employees is a costly exercise and staff turnover impacts negatively, not only on a financial level but also on the organisation as a whole. The immediate implementation of specific strategies that ensures the recruitment and retention of these employees will guarantee a reduction in employee turnover thus ensuring organisational competitiveness. The purpose of this study was to investigate the organisational factors impacting on employee retention at Transnet Freight Rail (TFR). The population group for the study included 34 TFR employees from the G graded salary scale. The response rate for the questionnaire was 100% with the Likert scale instrument consisting of 27 questions divided into two sections: Section one explored the demographic profile of the respondents; Section two focused on getting responses on the five organisational factors impacting on employee retention namely: organisational association; monetary compensation; work satisfaction; work enrichment; career development. The following research design was adopted: Step 1: A literature review was conducted to determine the various organisational factors impacting on employee retention. Step 2: From the literature review the researcher structured the research questionnaire. Step 3: The results of the survey were analysed and interpreted. Step 4: Conclusions and recommendations were done.
- Full Text:
- Date Issued: 2014
The management of knowledge workers for the benefit of an organisation
- Authors: Javu, Thobela Terrence
- Date: 2014
- Subjects: Knowledge workers , Knowledge management , Intellectual capital
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8840 , http://hdl.handle.net/10948/d1020004
- Description: The main research problem in this study was to identify strategies that could assist South Afrian companies in managing knowledge workers for their opt imal benefit . To achieve this goal, the following act ions were ta ken: Aliterature study was conducted to identify the best strategies that South African companies could use to manage knowledge workers for optimal benefit; Following the literature review interviews were concluded with key people in the human resource and recruitment industry to determine how a knowledge worker was defined in their organisations as well as to probe what management and human resources strategies were used to manage knowledge workers to their full potential; The interviews, in addition to the literature study, also served as a basis for a survey questionnaire, which was used to probe the views of knowledge workers to determine tools and strategies managers use to manage them. The empirical results from the study showed some concurrence with best strategies suggested from the theoret ical study. In essence, the study revealed that knowledge was well managed in the organisations where the study was conducted and that the knowledge workers were motivated and productive. However, it appeared that there was uncer tainty around the remuneration, rewards and recognition of these employees, which could ultimately reflect in less promising levels of commitment and lower levels of retention. The main findings were that: knowledge workers should be recognised for their good performance by providing financial incentives; knowledge workers should be provided with opportunities to continuously develop their competencies but be allowed to craft their own developmental experiences; knowledge workers should be empowered by delegat ing tasks to them that carry decision making responsibility and af fectinnovation; and Managers and knowledge workers should cont inuously have performance and organisational development discussions.
- Full Text:
- Date Issued: 2014
- Authors: Javu, Thobela Terrence
- Date: 2014
- Subjects: Knowledge workers , Knowledge management , Intellectual capital
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8840 , http://hdl.handle.net/10948/d1020004
- Description: The main research problem in this study was to identify strategies that could assist South Afrian companies in managing knowledge workers for their opt imal benefit . To achieve this goal, the following act ions were ta ken: Aliterature study was conducted to identify the best strategies that South African companies could use to manage knowledge workers for optimal benefit; Following the literature review interviews were concluded with key people in the human resource and recruitment industry to determine how a knowledge worker was defined in their organisations as well as to probe what management and human resources strategies were used to manage knowledge workers to their full potential; The interviews, in addition to the literature study, also served as a basis for a survey questionnaire, which was used to probe the views of knowledge workers to determine tools and strategies managers use to manage them. The empirical results from the study showed some concurrence with best strategies suggested from the theoret ical study. In essence, the study revealed that knowledge was well managed in the organisations where the study was conducted and that the knowledge workers were motivated and productive. However, it appeared that there was uncer tainty around the remuneration, rewards and recognition of these employees, which could ultimately reflect in less promising levels of commitment and lower levels of retention. The main findings were that: knowledge workers should be recognised for their good performance by providing financial incentives; knowledge workers should be provided with opportunities to continuously develop their competencies but be allowed to craft their own developmental experiences; knowledge workers should be empowered by delegat ing tasks to them that carry decision making responsibility and af fectinnovation; and Managers and knowledge workers should cont inuously have performance and organisational development discussions.
- Full Text:
- Date Issued: 2014
Knowledge management as a tool to enhance innovative thinking in an organisation
- Authors: Kenqa, Bandile
- Date: 2014
- Subjects: Knowledge management Organizational learning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11026 , vital:26878
- Description: The twenty-first century is an era where corporate and small businesses alike have to give way to what has been termed the ‘knowledge era’. Knowledge management is regarded as the most important factor in the mainstream of the business fraternity in ensuring sustainability within organisations. Because knowledge management is an integral part of managerial activity in a number of organisations, the broader economic environment and social life today, it is imperative that organisations must be knowledge-driven. Equally important are the associated knowledge management implementation strategies. Based on the literature study and the survey of the branch managerial teams in FNB branches in the Nelson Mandela Metropolitan in Port Elizabeth, it was concluded that FNB partly applied specified concepts to embrace an innovation culture in the organisation. The concepts specified included innovative competency, leadership initiative, customer engagement, staff engagement and personal desire, at both individual and FNB level. In order to attain the objective of the empirical study, survey results were evaluated in order to establish whether the above mentioned concepts were applied. A sample of fifty five (55) managerial members from fifteen (15) branches were surveyed. The responses obtained from the respondents were analysed and compared with the matters raised in the literature review. Leadership initiative appeared to be the most important critical factor in driving knowledge management culture in the organisation. However, it was established that personal desire, both at individual and FNB level, were misaligned to knowledge management. This implied that the organisation was not yielding full benefits from their employees in ensuring that management optimise on the employees’ skills, qualifications and expertise. Conclusions, research gaps and recommendations were formulated for the FNB’s promotion of innovative competency, leadership initiative, customer engagement, staff engagement and personal desire, both at individual and FNB levels. The empirical results were satisfactory and informative. Leadership initiative appeared to be the most critical factor in driving knowledge management culture in the organisation.
- Full Text:
- Date Issued: 2014
- Authors: Kenqa, Bandile
- Date: 2014
- Subjects: Knowledge management Organizational learning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11026 , vital:26878
- Description: The twenty-first century is an era where corporate and small businesses alike have to give way to what has been termed the ‘knowledge era’. Knowledge management is regarded as the most important factor in the mainstream of the business fraternity in ensuring sustainability within organisations. Because knowledge management is an integral part of managerial activity in a number of organisations, the broader economic environment and social life today, it is imperative that organisations must be knowledge-driven. Equally important are the associated knowledge management implementation strategies. Based on the literature study and the survey of the branch managerial teams in FNB branches in the Nelson Mandela Metropolitan in Port Elizabeth, it was concluded that FNB partly applied specified concepts to embrace an innovation culture in the organisation. The concepts specified included innovative competency, leadership initiative, customer engagement, staff engagement and personal desire, at both individual and FNB level. In order to attain the objective of the empirical study, survey results were evaluated in order to establish whether the above mentioned concepts were applied. A sample of fifty five (55) managerial members from fifteen (15) branches were surveyed. The responses obtained from the respondents were analysed and compared with the matters raised in the literature review. Leadership initiative appeared to be the most important critical factor in driving knowledge management culture in the organisation. However, it was established that personal desire, both at individual and FNB level, were misaligned to knowledge management. This implied that the organisation was not yielding full benefits from their employees in ensuring that management optimise on the employees’ skills, qualifications and expertise. Conclusions, research gaps and recommendations were formulated for the FNB’s promotion of innovative competency, leadership initiative, customer engagement, staff engagement and personal desire, both at individual and FNB levels. The empirical results were satisfactory and informative. Leadership initiative appeared to be the most critical factor in driving knowledge management culture in the organisation.
- Full Text:
- Date Issued: 2014
Determining factors influencing sales growth in business banking in Buffalo City municipality, South Africa
- Authors: Koneti, Boniswa
- Date: 2014
- Subjects: Direct selling Sales management Marketing channels
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/10993 , vital:26865
- Description: The increase in number of banks entering the South African banking sector has caused the big four banks to lose their market share to the new entrants. As a result, the new entrants in this sector have also had negative effects on the existing banks’ sales growth and net profits. Business banking, in particular, has been one of the departments which has become competitive as it is considered to generate the most revenue from all the different bank departments. Business clients have been targeted as their fees are high compared to normal individual clients and also, their investment sizes are big compared to individuals, hence the increased interest in this section. This then prompts the question, what are the factors influencing sales growth in business banking? This question then brings one to the following sub-problems: Is the pricing offered by the various banks to their business bank customers competitive enough to retain them?; How competent and knowledgeable is the staff dealing with business bank customers in ensuring good relationships with business banking clients?; is the technology used by the banks advanced enough to address the banking requirements of business banking customers? Are business banking customers loyal to their respective banks to ensure repetitive sales? In dealing with the above, the author undertook a research study to determine whether factors such as competitive pricing, competent staff, advanced technology and customer loyalty influence sales growth in business banking in Buffalo City Municipality “BCM”. The sample of 90 business banking customers who were given questionnaires to test the above were from a population of business banking customers in BCM. The author underwent a theoretical and an empirical investigation using the survey method through questionnaires. These questionnaires were distributed to the various financing institutions dealing with business banking clients. The findings of the empirical study suggest that through the use of the hypothesis test, it was concluded that of the four factors, advanced technology and customer loyalty influence sales growth in business banking in BCM. While pricing and competent staff do not influence sales revenue growth.
- Full Text:
- Date Issued: 2014
- Authors: Koneti, Boniswa
- Date: 2014
- Subjects: Direct selling Sales management Marketing channels
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/10993 , vital:26865
- Description: The increase in number of banks entering the South African banking sector has caused the big four banks to lose their market share to the new entrants. As a result, the new entrants in this sector have also had negative effects on the existing banks’ sales growth and net profits. Business banking, in particular, has been one of the departments which has become competitive as it is considered to generate the most revenue from all the different bank departments. Business clients have been targeted as their fees are high compared to normal individual clients and also, their investment sizes are big compared to individuals, hence the increased interest in this section. This then prompts the question, what are the factors influencing sales growth in business banking? This question then brings one to the following sub-problems: Is the pricing offered by the various banks to their business bank customers competitive enough to retain them?; How competent and knowledgeable is the staff dealing with business bank customers in ensuring good relationships with business banking clients?; is the technology used by the banks advanced enough to address the banking requirements of business banking customers? Are business banking customers loyal to their respective banks to ensure repetitive sales? In dealing with the above, the author undertook a research study to determine whether factors such as competitive pricing, competent staff, advanced technology and customer loyalty influence sales growth in business banking in Buffalo City Municipality “BCM”. The sample of 90 business banking customers who were given questionnaires to test the above were from a population of business banking customers in BCM. The author underwent a theoretical and an empirical investigation using the survey method through questionnaires. These questionnaires were distributed to the various financing institutions dealing with business banking clients. The findings of the empirical study suggest that through the use of the hypothesis test, it was concluded that of the four factors, advanced technology and customer loyalty influence sales growth in business banking in BCM. While pricing and competent staff do not influence sales revenue growth.
- Full Text:
- Date Issued: 2014
Evaluating the effectiveness of talent management strategies in rural municipalities in the Eastern Cape
- Authors: Krexe, Owethu Mziwabantu
- Date: 2014
- Subjects: Civil service -- Personnel managementy -- South Africa -- Eastern Cape , Civil service -- Labor productivity -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/3215 , vital:20412
- Description: South Africa has three spheres of government, of which all are battling with the delivery of services to the population due to a number of challenges (Koketso and Rust, 2012). The local sphere of government was established in 1996 by the constitution of South Africa, for promoting social and economic development at municipal-based jurisdictions (Valeta and Walton, 2008). Pillay, Subban and Qwabe (2008) state that the South African public service lacks the skills required to perform their duties effectively and this is a key restraint. To emphasise this lack of skills, in an earlier study Meyer and Babb (2005) stated that management in the public sector is faced with a challenge of attracting employees with suitable skills for the job. Therefore, talent management has been identified as one of the strategies rural municipalities can use to improve performance. For this study, talent management is defined as a strategic process of attracting, recruiting, developing and retaining individuals who have the capability to make a significant difference to the current and future performance of the institution. The primary objective of the study was to evaluate the effectiveness of current talent management strategies used by rural municipalities and to provide these municipalities with a talent management model that can be of benefit to these institutions. This study analysed whether rural municipalities have talent management strategies and how effective those strategies were, by evaluating their current ways of attracting, developing and retaining their talent. A structured questionnaire was used as the measuring instrument. The study concluded by providing a talent model that could be used by rural municipalities.
- Full Text:
- Date Issued: 2014
- Authors: Krexe, Owethu Mziwabantu
- Date: 2014
- Subjects: Civil service -- Personnel managementy -- South Africa -- Eastern Cape , Civil service -- Labor productivity -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/3215 , vital:20412
- Description: South Africa has three spheres of government, of which all are battling with the delivery of services to the population due to a number of challenges (Koketso and Rust, 2012). The local sphere of government was established in 1996 by the constitution of South Africa, for promoting social and economic development at municipal-based jurisdictions (Valeta and Walton, 2008). Pillay, Subban and Qwabe (2008) state that the South African public service lacks the skills required to perform their duties effectively and this is a key restraint. To emphasise this lack of skills, in an earlier study Meyer and Babb (2005) stated that management in the public sector is faced with a challenge of attracting employees with suitable skills for the job. Therefore, talent management has been identified as one of the strategies rural municipalities can use to improve performance. For this study, talent management is defined as a strategic process of attracting, recruiting, developing and retaining individuals who have the capability to make a significant difference to the current and future performance of the institution. The primary objective of the study was to evaluate the effectiveness of current talent management strategies used by rural municipalities and to provide these municipalities with a talent management model that can be of benefit to these institutions. This study analysed whether rural municipalities have talent management strategies and how effective those strategies were, by evaluating their current ways of attracting, developing and retaining their talent. A structured questionnaire was used as the measuring instrument. The study concluded by providing a talent model that could be used by rural municipalities.
- Full Text:
- Date Issued: 2014