An international comparative study on the relationship marketing and customer retention of retail banks : lessons for South Africa
- Authors: Rootman, Chantal
- Date: 2011
- Subjects: Banks and banking -- Customer services , Relationship marketing , Customer relations
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:9358 , http://hdl.handle.net/10948/1376 , Banks and banking -- Customer services , Relationship marketing , Customer relations
- Description: Despite the extensive research undertaken in the subject area of services marketing, much is still unknown to service providers of specific services in terms of firm-client relationships and how customer retention rates can be increased. This study attempts to address this limitation. The study revolves around the relationship marketing and customer retention of banks in South Africa, Canada and the United Kingdom (UK). Service firms, including banks, are vitally important to the economy of any country as they contribute to its Gross Domestic Product (GDP) (for example a 74 percent contribution in South Africa) and its employment rate. However, to survive in a complex, competitive business environment, service firms are required to focus on their clients’ needs. Banks can focus on their relationships with clients and measure their institutions’ success by considering their customer retention rates. When considering firm-client relationships and customer retention rates, it is important to gather and link the viewpoints of both clients and managers in order to ensure that firms perform according to clients’ needs. In order to establish the influence of selected variables on the relationship marketing and customer retention of banks, from the perspectives of both banking clients and managers, an empirical investigation was conducted. The primary aim of this study was to quantify significant relationships among selected variables; therefore the positivistic research paradigm was used. In addition, in designing the measuring instruments for the empirical investigation, the phenomenological paradigm was used. Thus, in order to use multiple sources of data, the strategy of methodological triangulation was adopted for this study. The samples consisted of banking clients and bank managers in South Africa, Canada and the UK. The empirical investigation conducted among banking clients revealed that significant positive relationships exist between six of the seven identified independent variables, namely communication, personalisation, empowerment, ethics, fees and technology, and banks’ relationship marketing. These relationships imply that, according to banking clients, if each of these aspects in banks improves, bank-client relationships would improve. The empirical investigation conducted among bank managers showed that managers only regard communication and fees as influencers of relationship marketing in banks. This result clearly indicated a difference in the viewpoints of banking clients and bank managers. In addition, the empirical investigation revealed that relationship marketing positively influences the customer retention of banks. This relationship implies that if a bank successfully maintains relationships with its clients, the bank’s customer retention rates will increase. Additionally, the empirical investigation revealed that the population group, education level and country of residence of banking client respondents exerted an influence on the perceptions clients have regarding banks’ relationship marketing and customer retention levels. If banking clients are African or are not educated with a qualification beyond secondary school level or are from Canada, they consider the relationship marketing of a bank to be more important and are more likely to be retained by banks. Generally, the study indicated that Canadian banking clients are more positive regarding the empowerment strategies and personalisation efforts of Canadian banks than South Africans are about those of South African banks. In addition, banking clients in the UK are more satisfied with the communication, fees and use of technology of UK banks than South Africans are about these aspects in South African banks. The study indicated that strategies to improve banks’ communication, personalisation, empowerment, ethics, fees and technology should be implemented by banks in ways to positively influence their relationship marketing and ultimately their customer retention. Strategies relating to each of these areas, successfully implemented by banks in Canada and the UK, are recommended to South African banks. In effect, these strategies will contribute to retail banks’ success, the competiveness in the banking industry, banking client benefits as well as the economic stability and prosperity of South Africa.
- Full Text:
- Date Issued: 2011
An investigation into public participation in the formulation of the local economic development (LED) strategy for Emahlahleni Local Municipality
- Authors: Mente, Mtutuzeli
- Date: 2011
- Subjects: Political participation -- South Africa -- Eastern Cape , Economic development
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9112 , http://hdl.handle.net/10948/d1015023
- Description: This research study examined public participation activities in Lady Frere during the LED strategy formulation process. Lady Frere is one of the three small towns constituting Emalahleni Local Municipality (ELM).A review of existing literature and legal frameworks suggest that authentic participation by the public occurs when the dimensions of representativeness, interactiveness, use of stakeholder/public inputs and the quality of public inputs are satisfied. The current study sought to identify conditions that would serve as a measurement to be satisfied before we can say authenticity was factored into the public participation effort during the Local Economic Development (LED) strategy formulation process in Lady Frere. A three-tier model was adopted to assess the performance of the ELM public involvement initiatives during the LED process. Key indicators of the four dimensions of authenticity were formulated and used to determine authenticity of these initiatives (programs).The data for this study came from analysing the LED strategy (2010-2015) document and the qualitative interviews held with purposively selected respondents. Nineteen respondents representing different institutions in Lady Frere agreed to be interviewed for the study. Organisations represented included public service institutions in operation in Lady Frere, private formal businesses in operation in the area and some civil society structures present in the town. The results of this study suggest that the municipality fell short of implementing public participation programs that achieved authenticity during the LED strategy formulation process. A careful and well-intentioned use of various public participation tools that embrace increased interaction between municipal employees and the public can assist in achieving better levels of authenticity in their public involvement initiatives. The willingness of municipal staff to adopt new ideas and innovations learned during public engagements is key to achieving higher levels of authenticity in their programs. Municipal participation programs would greatly benefit from training that increases individual acceptance of public participation as a valid service delivery mechanism. The researcher took opportunity to suggest the following recommendations for the ELM to work towards: Increased opportunities for occurrence of authentic public participation; Creation of individual ownership of authenticity in public participation; Creation of community partnerships to foster authenticity in public participation.
- Full Text:
- Date Issued: 2011
An investigation into reasons why Mogabane Community Garden Project did not reach its objective of poverty reduction and recommendations for reviving the project
- Authors: Pako, Morongoa Rosina
- Date: 2011
- Subjects: Economic development projects -- Evaluation , Economic development projects -- Finance , Community gardens -- South Africa -- Eastern Cape , Economic development projects -- Cost effectiveness , Poverty -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9098 , http://hdl.handle.net/10948/d1012023 , Economic development projects -- Evaluation , Economic development projects -- Finance , Community gardens -- South Africa -- Eastern Cape , Economic development projects -- Cost effectiveness , Poverty -- South Africa -- Eastern Cape
- Description: There are three lines of poverty in South Africa, the first line is that of people living at less than R271 per month and constitute one third of the population (about 33 percent), second being those people living at less than R422 per month (50 percent of the population) and the last group being people living at less than R1 230 per month, constituting 79.1 percent of the population (Oosthuizen. 2008: 7 – 9). The poorest provinces are Eastern Cape and Limpopo with a poverty rate of 68.3 percent and 60.7 percent respectively, Western Cape and Gauteng the poverty rates are 20 percent and 28.8 percent respectively (United Nations Development Programme. 2003) To respond to the poverty challenges the government has come up with poverty alleviation strategies which were later translated into anti-poverty programmes. The Anti-poverty programmes undertaken by Government since 1994 can be grouped into various categories of public expenditure such as (Friedman and Bhengu, 2008:14), Social assistance and grants, Employment generating programmes, enterprise development and income support, Basic household security, Social services, Disaster relief and Employment related social insurance. This study assessed Mogabane Community Project to find out reasons why the project did not reach its objective of poverty reduction in the community. Qualitative Research methodology was used to arrive at the findings.
- Full Text:
- Date Issued: 2011
An investigation into Southern African university students' use of proactive coping style
- Authors: Paddey, Michelle
- Date: 2011
- Subjects: College students -- Africa, Southern -- Life skills , Stress management , Stress in adolescence
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9396 , http://hdl.handle.net/10948/2074 , College students -- Africa, Southern -- Life skills , Stress management , Stress in adolescence
- Description: Proactive coping involves individuals developing resources to facilitate their promotion toward personal growth. The aim of this study was to determine whether differences occurred in the use of a proactive coping style between students from various Southern African countries and universities, in order to form cross-cultural comparisons for this construct. The Proactive Coping Inventory (PCI) was electronically distributed to collect the empirical data, with purposeful non-probability sampling being employed. The sample consisted of 622 students from three universities, one each in Botswana, Namibia and South Africa. Eleven hypotheses were set for investigation. Exploratory factor analysis resulted in the emergence of two distinct factors in the PCI, implying two separate subscales. A statistically significant relationship was found between proactive coping and both instrumental and emotional support seeking. A small, practically significant gender difference was discovered for emotional support seeking, and moderate differences were found between age and proactive coping. Southern African university students exhibit higher levels of proactive coping than preventative coping, strategic planning or emotional support seeking. Furthermore, they make use of proactive coping to a greater extent than individuals outside of the Southern Africa region. In terms of national and institutional culture, no statistically significant differences occurred for proactive coping between any of the countries or universities under study. These findings imply that regardless of a Southern African student's home country or university, he or she is likely to cope proactively. A possible explanation is because Africans generally value social support systems and collectivism, which assist individuals in coping proactively. These results also suggest that all three universities under study are effectively encouraging students to cope in a proactive manner, whether formally or informally, which is in line with the values of these institutions. It is recommended that Southern African universities focus more intentionally on becoming positive socialising systems through integrating the development of human strengths, thus enhancing the value that students and society gain from tertiary education. These findings add to the current body of knowledge relating to proactive coping, which is lacking in a Southern African context.
- Full Text:
- Date Issued: 2011
An investigation into the challenges impeding non governmental organizations in carrying out supplementary feeding programmes : the case of care international and plan international in Zimbabwe
- Authors: Mpofu, Sibusisiwe
- Date: 2011
- Subjects: Non-governmental organizations -- Africa , Humanitarianism
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9065 , http://hdl.handle.net/10948/1334 , Non-governmental organizations -- Africa , Humanitarianism
- Description: The study set out to investigate the challenges faced by NGOs in carrying out supplementary feeding programmes in Zimbabwe’s rural areas. CARE and PLAN International in Zimbabwe were the two NGOs used as case studies and their operations in the Lower Gweru district of the Midlands Province Zimbabwe provided the empirical data for this study. This study was principally qualitative in nature as it sought to provide an in-depth analysis of the main challenges that NGOs face when carrying out supplementary feeding programmes in the rural areas of Zimbabwe. For the purpose of collecting data the study relied on Focus Group Discussions, in-depth interviews with key informants and document study. The key informants included Country Directors, Programme and Field officers at both CARE and PLAN International who had intimate knowledge of some of the challenges that their supplementary feeding programmes faced. Challenges that faced CARE and Plan International’s supplementary feeding programmes were categorized into two themes, internal and external organizational challenges. Internally the study revealed that the NGOs were unable to retain critical personnel such as nutritionists and programme officers. It also emerged from the study that field officers were involved in the thefts of food meant for the supplementary feeding programmes. The management of the supplementary feeding programmes was made difficult by lack of adequate information about the target beneficiaries. Further the study noted that there were contestations when it came to the selection of the beneficiaries of the programme. It was also found that during the rainy season it was difficult to 8 avail food timeously to the beneficiaries of the supplementary feeding programmes. It emerged from the study that supplementary feeding programmes were victims of political interference as the government and war veterans were suspicious that the programmes were being used to influence the voting behavior of the recipients. The global financial crisis also limited the capacity of the donors to continue availing substantial amounts of money for food procurement. As part of the broader strategy to increase the effectiveness of the NGOs in carrying supplementary feeding programmes this study recommended that NGOs should re-strategize on how they remunerate key personnel such as nutritionists. The NGOs through their mother body NANGO should constantly engage government so that there is a good working relationship supportive of poverty reduction through supplementary feeding programmes.
- Full Text:
- Date Issued: 2011
An investigation of talent management and staff retention at the Bank of Zambia
- Authors: Chikumbi, Charity Nonde Luchembe
- Date: 2011
- Subjects: Bank of Zambia -- Personnel management , Personnel management -- Zambia , Banks and banking -- Zambia -- Personnel management , Organizational effectiveness , Employee retention -- Zambia
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8604 , http://hdl.handle.net/10948/1611 , Bank of Zambia -- Personnel management , Personnel management -- Zambia , Banks and banking -- Zambia -- Personnel management , Organizational effectiveness , Employee retention -- Zambia
- Description: There is no question that effective talent management requires a well-defined process. Talent management includes all talent processes needed to optimise people within an organization. The processes include: attracting, recruiting targeted selection, performance management, succession planning, talent reviews, development planning and support, career development, and workforce planning. The hired employees should be developed to mould into the organization culture so that they support the vision and mission of the organization. Retention of key employee is critical to the long term success of business as it ensures customer satisfaction, product sales, and satisfied co-workers, reporting staff, effective succession planning and a deeply embedded organisational knowledge and learning culture. iii The research problem in this study was to investigate how successfully Talent Management and Employee Retention strategies been implemented at the Bank of Zambia. To achieve this objective a comprehensive study was undertaken on talent management and employee retention. The study involved conducting a literature survey to understand the processes that are necessary for implementation of talent management and employee retention in an organization. An empirical study was later conducted to investigate whether the processes of talent management and employee retention have been successfully implemented at the Bank of Zambia. The survey was compared to the literature review to determine whether the Bank of Zambia complied with the findings in the literature review. The main findings from this research are that for talent management to be successful, the initial step of planning right from the strategic point of aligning to talent goals to business goals through to succession planning should be well conducted. This process needed special attention. As much as the empirical study showed a case of progress towards engagement, there was concern raised regarding job security. Some employees perceived that they were insecure in their job. Compensation and rewards were also perceived to lack equity in their distribution and that promotion and career progression were below expectation for may employees The final observation from the investigation was that the organizational culture was not well adopted by respondents. . Employees perceived that the culture did not support innovation and the rewards system did not provide incentives for better performance.
- Full Text:
- Date Issued: 2011
An investigation of urban agriculture projects as a local economic development mechanism to alleviate poverty in the Nelson Mandela Bay Municipality
- Authors: Khomo, Phumelelo Edwin
- Date: 2011
- Subjects: Nelson Mandela Bay Municipality (Eastern Cape, South Africa) -- Economic conditions , Poverty -- South Africa -- Eastern Cape -- Nelson Mandela Bay Municipality -- Prevention , Urban agriculture -- South Africa -- Eastern Cape -- Nelson Mandela Bay Municipality -- Economic aspects , Agricultural development projects -- South Africa -- Eastern Cape -- Nelson Mandela Bay Municipality , Land use, Urban -- South Africa -- Eastern Cape -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9052 , http://hdl.handle.net/10948/1596 , Nelson Mandela Bay Municipality (Eastern Cape, South Africa) -- Economic conditions , Poverty -- South Africa -- Eastern Cape -- Nelson Mandela Bay Municipality -- Prevention , Urban agriculture -- South Africa -- Eastern Cape -- Nelson Mandela Bay Municipality -- Economic aspects , Agricultural development projects -- South Africa -- Eastern Cape -- Nelson Mandela Bay Municipality , Land use, Urban -- South Africa -- Eastern Cape -- Nelson Mandela Bay Municipality
- Description: Around the globe, towns and cities are growing rapidly in developing countries due to migration. The rate of urban growth outweighs job creation and the ability of most governments to provide basic services and infrastructure. The process of migration often precipitates into high levels of poverty and hunger, leading many urban dwellers to engage in agricultural activities to help themselves in satisfying their food need. The context of the research area is the NMBM townships where urban agriculture projects are taking place. There are three urban agriculture projects that were selected for this study and these are located in three different townships within the NMBM. Two of these projects are located in the Port Elizabeth area, which are the Emmanuel Haven Hydroponics Project, which is located in Motherwell Township, and the Walmer Hydroponics Co-operative that is in Walmer Township. The third project is located in the Uitenhage area near Kwa Nobuhle Township and that is the Tinarha Agriculture Tourism Initiative (TATI). The discussion in this research focuses on the NMBM poverty alleviation projects in the form of urban agriculture as a key driver of LED. The discussion also focuses on different factors that are required for urban agriculture projects to be effective and sustainable in the NMBM. Five project participants from each project responded to a structured questionnaire. Two municipal officials, the Agricultural Technician and the Urban Agriculture Director were interviewed and responded to a separate structured questionnaire. The third official, Assistant Director for Economic Development and Recreational Services was not interviewed but completed a questionnaire. The aim of the interviews was to determine the following from the project participants: (i) The impact of the projects in their livelihood; (ii) The role of the projects in creating employment; (iii) The views of the project participants regarding the sustainability of the projects. vi The aim of the interviews was to determine the following from the municipal managers: (i) The approach of the NMBM to urban agriculture initiatives as a LED strategy; (ii) The role of NMBM to ensure sustainability of the urban agriculture projects. The theoretical base that underpins this research hinges on four theoretical approaches: the basic needs approach, the people-centred development approach, the participation approach and the sustainable development approach. The research method that was chosen for this study is qualitative method included the following data collection instruments a literature review, a documentary analysis, a survey using questionnaires and interviews with project participants and municipal officials responsible for urban agriculture in the NMBM. The literature review formed the conceptual basis against which the information gained from documentary analysis, interviews and questionnaires were analysed. The projects that participated in the study were formed, amongst others, to alleviate poverty, thereby serving one of the basic needs which is food. Food is one of the basic needs in terms of Maslow‟s Hierarchy of Needs. The data collected in this study revealed that the three projects helped the project participants a great deal in meeting their basic needs, especially the food need. Therefore, there is a direct connection between the Basic Needs theory and the rationale behind the formation of these projects. In conclusion, the researcher has been able to draw a link between the theoretical underpinnings of the study and the practice as represented by experiences of the group sample. The researcher has also been able to demonstrate how the aims and the objectives of the study have been met.
- Full Text:
- Date Issued: 2011
Analysis of a human capital plan for the southern region of Eskom distribution
- Authors: Moonsamy, Sivabakiam Maduray
- Date: 2011
- Subjects: Eskom (Firm) , Human capital -- Planning , Strategic Planning
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9386 , http://hdl.handle.net/10948/d1010996 , Eskom (Firm) , Human capital -- Planning , Strategic Planning
- Description: We are living in an era of inconceivable knowledge, skills and talent paucity as technology continue to revolutionise the world, creating new and diverse economic opportunities and changing the perception of work, its environments and the skills and knowledge demanded in organisations. This phenomenon has resulted in global competition for skilled and knowledge workers as the new world of work morphs enigmatically, leaving organisations vulnerable, and unable to deal with this complex issue. Organisational leaders are cognisant of the changes, but are grappling with the problems of managing, retaining, and creating a resilient workforce. If talent is put onto the back burner and left unattended, it has the potential to create overwhelming turmoil in the South African economy and the economies throughout the world. The global changes will impact directly on how we approach workforce challenges in the future. Today, human capital is regarded as the distinct wealth contributor and creator for economic and organisational prosperity (Meyer, 2004). Hence, Human Capital Planning is crucial for every organisation, including Eskom, to ensure that its strategic objectives are met through the effective management and utilisation of its human resources in order to maintain its competitive advantage and ensure its sustainability into the future. Globally, as well as in South Africa, various contributing factors have resulted in skills shortages throughout the energy industry. Eskom has embarked on several growth initiatives requiring additional manpower, diverse specialist knowledge and skills-sets, and a more robust pipeline of technically qualified employees across all levels in the organisation firstly, to sustain itself, and secondly to embed the transition of a high performing organisation by attracting and acquiring the right skills and talent in the right jobs (Eskom Business Plan, 2010). Human Capital Planning is therefore crucial especially for Eskom Distribution, Southern Region to ensure that its strategic objectives are met through the effective management and optimisation of its human resources, whilst simultaneously cognisant of the changing landscape both internally, viz. within the region and the broader Eskom, and externally in South Africa and the global markets.
- Full Text:
- Date Issued: 2011
Analysis of community-based coping and adaptation strategies to climate variability and change for sustainable rural livelihoods : a case study of Kaunda Village in T/A Simlemba, Kasungu District, Malawi
- Authors: Paul, John Mussa
- Date: 2011
- Subjects: Climatic changes -- Economic aspects -- Malawi , Community-based conservation -- Malawi , Sustainable agriculture -- Malawi
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9104 , http://hdl.handle.net/10948/d1012322 , Climatic changes -- Economic aspects -- Malawi , Community-based conservation -- Malawi , Sustainable agriculture -- Malawi
- Description: Rural communities in Malawi are experiencing adverse climatic hazards which are attributed to climate variability and change. The frequent events being experienced include floods, dry spells and seasonal droughts. Rural livelihoods are severely affected because of their sensitivity to these phenomena. The research has analyzed community-based coping and adaptation strategies for sustainable livelihoods among the rural poor in Kaunda village, T/A Simlemba in Kasungu district, Malawi. The research data was collected from groups of male and female participants which also included a group of traditional leaders living in the area. The study used Participatory Rural Appraisal (PRA) methods such as Focus Group Discussions using the associated tools of resource mapping, transect walks, timelines and livelihood ranking to collect the data. The research findings have revealed that the major climate events experienced in Kaunda village are seasonal droughts and dry spells which have significantly impacted agriculture as a major livelihood activity in Malawi. The study has also revealed the community-based coping and adaptation strategies employed by the people. Recommendations made in this study have highlighted the need to support vulnerable rural communities with resilient and secure livelihoods.
- Full Text:
- Date Issued: 2011
Analysis of the factors influencing job performance in the ICT sector in South Africa
- Authors: Lascot, Paul Michael John
- Date: 2011
- Subjects: Job satisfaction , Career development , Employees -- Training of
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8703 , http://hdl.handle.net/10948/d1009530 , Job satisfaction , Career development , Employees -- Training of
- Description: To achieve efficacy in the work place, employees need to perform at optimal levels. Researching and implementing strategies to improve job performance are fundamentally important to the development of the information and communication technology (ICT) sector in South Africa. However, scant research had been performed in this area. This study sought to present exploratory research in this emergent, rapidly expanding sector of the South African economy. Its primary aim was to investigate which affective factors exhibited an influence on job performance of workers in this sector. Mixed methods research was employed to analyse factors contributing to the five independent variables of demographics, skills and education, job satisfaction, motivation and experience, by investigating their influence on the dependent variable of job performance. The five independent variables were presented within a proposed conceptual framework of related and grouped affective factors. An online survey was constructed to collect data and perceptions from individuals currently employed in any capacity, in the ICT sector in South Africa. Ninety-nine suitable responses were received. The simple statistical technique of chi-square testing for independence was used to test the hypothesised relationships between the above-mentioned independent variables and the dependent variable of job performance. The empirical results revealed that many of the affective factors influencing the job performance of employees in the ICT sector in South Africa, are those that contribute to job satisfaction and motivation. These include aspects such as fair remuneration; transparent and clear organisational communication; managerial support and guidance; access to educational and career opportunities; and pleasant workplaces. In view of these findings, the study concluded that organisations that wish to improve their employees’ job performance, or attract and retain high-performing individuals, should formulate and implement policies and strategies that take into account these significant factors.
- Full Text:
- Date Issued: 2011
Analysis of the understanding of flexible manufacturing in the automotive component industry and selection of best implementation strategy
- Authors: Mostert, Clive
- Date: 2011
- Subjects: Motor industry , Mass production
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8592 , http://hdl.handle.net/10948/1395 , Motor industry , Mass production
- Description: In a competitive manufacturing environment a firm must be able to simultaneously produce multiple and diverse products, upgrade and redesign its products in short life cycles, and execute efficient production changeovers. This implies that the firm's manufacturing facilities should be capable of efficiently responding to the changes associated with the above abilities. These capabilities are a key requirement for building an agile manufacturing enterprise. To successfully attain these capabilities a firm must evaluate and build flexibility in its manufacturing operations. Success in manufacturing requires the adoption of methods in customer acquisition and order fulfilment processes that can manage anticipated change with precision while providing a fast and flexible response to unanticipated changes. A review of the related literature reveals that though there has been considerable research on the subject of flexible manufacturing, insufficient attention has been devoted to the development of a comprehensive method for designing and building flexible manufacturing (FM) solutions. A significant portion of the FM research and the ensuing industrial applications have focused on highly automated metal working facilities, commonly referred to as flexible manufacturing system or FMS. The objective of this research was to understand what the general understanding of FMS is in the automotive component supplying industry as well as to develop a strategy based on world class principles on how to implement such a strategy. The established strategy will then be used to implement a FMS at Shatterprufe a division of the PFG group. A comprehensive literature study was conducted on Flexible Manufacturing to get a good idea on what it is all about. A questionnaire was designed based on the guidelines in the literature study in order to establish the understanding of FMS within companies in the automotive component supplying industries. Twenty five companies were selected, based on their employee numbers and potential high complexity in the parts that they manufacture. Participating companies must also be part of National Association of Automotive Component and Allied Manufacturers (NAACAM) and supplying directly to all of the local Original Equipment Manufacturers (OEM’s). Eighteen out of the twenty five companies selected did participate and return the questionnaires. Three companies replied stating that they do not have a FMS in place and thus do not want to participate in the research. The completed questionnaires were processed and analysed using Microsoft Office Excel 2003, running on the Windows XP suite of computer packages. The opinions of the various respondents were compared with the guidelines provided in the literature survey, in order to identify how to answer the main questions the author wanted to use as part of selecting an appropriate implementation approach for FMS at Shatterprufe. The following were the main recommendations and conclusions: • It is essential that the executive team at Shatterprufe realises the need of a FM programme. Based on the analysis from the theoretical research as well as from the questionnaire it should not be difficult for them to realise this; • It is recommended that the knowledge gained from the research theory and that of the research questionnaire be used as a guideline for introduction and implementation; • It is recommended that the employees that will be required to implement the FMS are properly trained in the basics of WCM and FMS and that they receive the necessary tools to perform their tasks; • It is essential that everyone throughout the entire organisation is involved from the start in the development, improvement and maintenance of the system; • It is critical that the barriers to implementation be taken seriously at the start of the whole implementation process and plans be put in place to overcome them. Make sure that there is: • proper understanding of the total effort required; • complete management support; • union buy-in; • enough training carried out; • change of priorities; • full commitment and persistence; • development of a good installation strategy; and • insurance of choosing the right approach.
- Full Text:
- Date Issued: 2011
Application of lean manufacturing tools in cash centres to improve operational efficiency
- Authors: Smith, Ryan Erich
- Date: 2011
- Subjects: Lean manufacturing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8647 , http://hdl.handle.net/10948/1391 , Lean manufacturing
- Description: Financial institutes, typically banks, that derive funding from the collection of cash deposits, could derive benefit from the research. In addition, companies who act as outsourced suppliers to such institutes, and therefore process cash deposits on behalf of the banks should derive a similar benefit. Notably, some financial institutes outsource their cash management services. The advantages of outsourcing, such as freeing up staff, and getting the organisation to focus on its core activities, has to be weighed against the challenges that it provides. Hines et al. (2000: 17) note that outsourcing often means a heavy reliance on third party for service, the reliance on third parties 7 for the managing of funds, as well as the risk of securing customer confidentiality. Referring to a survey done by Ernst and Young in 1999, Hines et al. (2000: 15) revealed that revenue from cash management had grown from $7 billion in 1993, to $10 billion in 1999. It would thus be hard to overstate the significance of this industry, or the importance of gaining a competitive advantage. This research aims to provide some guideline on how the banks could become more competitive through pricing and service without cross-subsidising their bulk cash processing divisions. Competitiveness, in turn, would be derived by improving productivity through the application and transfer of lean tools from manufacturing and the service industry. Although the lean approach is well established in the manufacturing sector and certain product-service sectors, evidence of lean in pure service environments is very limited (Piercy & Rich, 2009: 59). Cash centres have a unique combination of service and product environments in the sense that: (1) cash is the commodity and (2) the commodity received from customers is in a sense used as raw material to create products like floats, payrolls, and cash for ATMs. This research could therefore contribute to the way management views the suitability of lean production methodologies in the context of a part product and part service environment such as the cash centre.
- Full Text:
- Date Issued: 2011
Assessing BEE policy's viability in advancing establishment and survival of SMMes in South Africa
- Authors: Waithaka, Stephen Kiumi
- Date: 2011
- Subjects: Small business -- South Africa , Economic development -- South Africa
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/4376 , vital:20591
- Description: Black Economic Empowerment is an ideology and policy that was effected so as to streamline the inequalities that were and have been left to stand after the apartheid era in South Africa. Despite the mixed reactions that would surface as a result of the underpinnings of the policy, the main focus of the policy was and still is to provide for equality and build better business among the economic minority who in this case are the “black” people of South Africa. This report focuses on the policy and the different guidelines that have been set in place to counter the inequalities in businesses and economy with focus being on SMMEs and looking at ways in which various sections, especially the score card, with regard to exemptions to small businesses, how this aids them in achieving BEE compliance. The research accomplished this by looking at the requirements of the score card, focusing mainly on the stipulations placed on SMMEs and by the use of literary reports gathered information that would show whether the exemptions give the said enterprises added competitive advantage. The research produced a couple of findings; that although theoretically the necessity of boosting economic growth and business of one of the most productive enterprise sectors in an economy and the fact that the score card has focused infinitely on the need for SMMEs not to be fully focused on a specific cluster of criterion in the score card but more on which criterion would work best for them and which ones are easy to maneuver around to ensure maximum growth and contribution, there is the loop hole that is experienced of how this criterion is met and passed with disregard to actualization of the need to adhere to the strictness of the rules of how compliance is attained. There was also the main issue of fronting which is the falsification of ownership of a company by providing misleading information about the directors and owners of the business. The main conclusions drawn from this research are that it is important not to lose the foresight that the policy is meant to enhance and grow the economic ability of a sector and build business through which the policy makes very heavy recommendations but there are shortfalls experienced with regard to how compliance is approached putting into consideration that SMMEs have been given exemptions in the number of pillars of the score card they can apply to their business. It is also important to note that the influence and bulldozing that is expected when it comes to dealing with policies of this nature is not to be sidelined. This research aims to look at the discrepancies that are set out within the structures that hold the policy together so as to attain maximum results.
- Full Text:
- Date Issued: 2011
Assessing conflict and management interventions
- Authors: Plaatjes, Carlton Henry
- Date: 2011
- Subjects: Conflict management -- South Africa , Cognitive styles
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8818 , http://hdl.handle.net/10948/d1018930
- Description: Human resource management, or people management, is concerned with the philosophies, policies, programmes, practices and decisions that affect the people who work for an organisation. The various people management functions are aimed at helping the organisation achieve its strategic goals and as such are an integral part of the management process. People management consists of several aspects and sub-divisions of which pro-active conflict handling and management is one and which is also the subject of this study. The objective of this study was to assess causes of conflict and interventions and styles of conflict management in the workplace. Workplace politics, change management, diversity, cultures and religious views are but a few major sources for the emergence of conflict. We are currently in the era of fast change or more aptly put “hyperchange” and conflict is inevitable and management styles can also create and/or escalate conflict situations including, the composition of diversity in the workplace. This adds to the new challenges of management. Organisations in this decade need to acknowledge that their management styles of days gone by are not relevant anymore and one must understand to recognise conflict and resolve it in an appropriate manner. This study assessed the major causes of conflict in the workplace and whether the managerial style of managers and management interventions impacts on the overall conflict situations experienced by staff members in organisations in Cape Town and Windhoek. It also gave an indication if interventions and conflict management training/programmes are in place or used, if at all. Sometimes conflict is resolved successfully or unsuccessfully and what impact it has on the managers, his/her staff and colleagues and the organisation as a whole. This can have a detriment impact on the business and the culture within the organisation and which could result in or give rise to high labour turnover, underlying unhappy staff and disempowerment of managers and staff and poor production and service levels.
- Full Text:
- Date Issued: 2011
Assessing the 'breaking new ground in housing' policy of South Africa in meeting the objectives of community participation
- Authors: April, Tandeka
- Date: 2011
- Subjects: Housing policy -- Citizen participation , Political participation -- South Africa -- Buffalo City Metropolitan Municipality -- Evaluation
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9070 , http://hdl.handle.net/10948/d1008400 , Housing policy -- Citizen participation , Political participation -- South Africa -- Buffalo City Metropolitan Municipality -- Evaluation
- Description: Community participation is an important aspect of South African government policies that deal with integrated development planning and sustainable development. This report presents aspects of community participation in infrastructure delivery and in particular housing in Reeston which is part of the Duncan Village Redevelopment Initiative in East London area of the Buffalo City Metropolitan Municipality. The importance of community participation is acknowledged as it enhances the ability of the community members to demonstrate and use their own views to deal with specific issues and to address the needs and problems that emerge and prevail in their societies. The two emerging paradigms of community participation suggest that the participating communities should be involved in the ‘selection, design, planning and implementation’ of projects that will have an effect on them and from which they are going to benefit ; and that continuous feedback to communities forms a fundamental part of any development activity. This report explores how the “Breaking New Ground in Housing” (BNG) policy of the South African Government meets its objectives in the context of community participation.
- Full Text:
- Date Issued: 2011
Assessing the impact of integrated development planning (IDP) on gender equality and women's empowerment in South Africa: a case study of the Nelson Mandela Bay Metro Municipality
- Authors: Mpofu, Sibongile
- Date: 2011
- Subjects: Gender mainstreaming -- South Africa -- Nelson Mandela Bay Municipality , Women in development -- South Africa -- Nelson Mandela Bay Municipality , Equality -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/4751 , vital:20672
- Description: The South African local government is expected to conform to all national policy directives including the principle of gender equality. Local government provides an immense opportunity for redressing imbalances and empowerment of women as they are the most negatively affected by poverty as a result of inequality. The South African Government has developed a wide range of legislation that ensures that women are empowered and participate in their own development. With all the legislation in place, women‟s empowerment as envisaged in the South African Constitution has, however, not yet been yielded the desired results as evidenced by the fact that women continue to remain disadvantaged in relation to men. This study therefore seeks to investigate whether and how the Nelson Mandela Bay Metropolitan Municipality (NMBMM) has mainstreamed gender in support to the principles of gender equality and women‟s empowerment in the implementation of Integrated Development Planning (IDP) with particular reference to wards 15 and 17. The researcher used a mixed methods research approach, this means that the study followed both the qualitative and quantitative approaches for in-depth understanding followed in the design and implementation of the IDP process. Data was collected from women participants by conducting surveys, making use of questionnaires. Structured interviews were conducted with municipality officials in order to give more insight more insight into how the IDP process is initiated in the Nelson Mandela Bay Metro Municipality. The findings of the study revealed that there is a lack of a strategic understanding of gender mainstreaming particularly by the leadership of the municipality. This as a result, has made operationalisation and engendering the IDP difficult. Due to this strategic vacuum, gender is generally not taken seriously when compared to other developmental challenges such as infrastructure provision. Moreover, the municipality does not have a coordination mechanism nor does it have a proper consultation mechanism to ensure that the nature of development projects is appropriate, effective and actually targets women‟s developmental needs. The leadership of the municipality must commit to the process of gender mainstreaming if the IDP is to be an effective tool in addressing the gender imbalances.
- Full Text:
- Date Issued: 2011
Assessing the impact of unions and related barriers in lean manufacturing implementation within Eastern Cape automotive component suppliers
- Authors: Ebrahim, Zahier
- Date: 2011
- Subjects: Lean manufacturing , Motor industry -- South Africa -- Eastern Cape , Labor unions -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8791 , http://hdl.handle.net/10948/d1015690
- Description: Lean manufacturing provides a fundamental basis for competitiveness in the auto component sector. The implementation and sustainability of the lean philosophy are important aspects when deciding on the adoption of the lean concept within organisations. Various barriers to implementation present themselves during and after lean implementation. These barriers are often related and in some instances they may be converted from an impediment into an enabler of lean within companies. The impact of unions as a negative or positive influence forms a central focus of this research. The influences on the perception of unions and their constituents are studied in relation to other barriers in order to determine their relevance in the Eastern Cape auto sector. A research questionnaire was constructed in line with the selected research design. The application of triangulation in the research design allows for greater depth in the responses from the participants in this research. The quantitative analysis combined with the qualitative thematic analysis provides an excellent means to explore and understand these selected barriers to lean in great detail. It can be concluded that automotive trade unions in the Eastern Cape are a barrier to implementation; however the factor that influences lean the most is the incorrect perception of lean due to ineffective leadership practices among organisational and union leaders, among other barriers. The impact of unions on the acceptance of a lean culture has far-reaching implications for the auto sector that requires a specific implementation approach in order to change perceptions and gain the requisite interest alignment among unions and their constituents.
- Full Text:
- Date Issued: 2011
Assessment of the status of lean implementation at selected South African Revenue Service branch offices
- Authors: Samela, Thandile
- Date: 2011
- Subjects: Lean manufacturing -- Evaluation , Production management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8702 , vital:26422
- Description: Governments around the world want to deliver better education, better health care, better pensions and better transportation services. They know that impatient electorates want to see change, and fast. But, the funds required to meet such expectations are enormous, particularly in the many developed economies where populations are aging and the public sector's productivity has not kept pace with that of the private sector. The need to get value for money from governments at all levels is therefore under the spotlight as never before. However, cost-cutting programmes that seek savings of 1 to 3% per year will not be sufficient and, in some cases, may even weaken the quality of service (Bhatia & Drew, 2006). One of the key innovative means to improve productivity, and do more with less, is through the implementation of lean initiatives. The purpose of this study is to conduct an 'Assessment of the status of lean implementation at selected SARS (South African Revenue Service) branch offices'. Literature review was conducted to investigate the origins of lean and how the service industry tapped from this philosophy, which was initially developed for the manufacturing sector. The lean philosophy has now been widely adopted in various service industries, from government agencies such as the South African Revenue Service to financial institutions such as ABSA bank, including the healthcare industry. The findings of the research indicated that even though the organisation has made a strategic decision to implement lean, this has not been entirely successful as there is a lack of understanding of lean among managers and team leaders. There are some pockets of excellence though. The researcher recommends that a comprehensive road map be developed to guide the organisation into a sustainable lean implementation.
- Full Text:
- Date Issued: 2011
Barriers to entrepreneurship: assessing NMBM school leavers for business enterprise
- Authors: Qumza, Thabang Vuyo
- Date: 2011
- Subjects: Young adults -- Employment -- South Africa -- Eastern Cape , Youth development -- South Africa , Entrepreneurship -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8943 , http://hdl.handle.net/10948/d1011804 , Young adults -- Employment -- South Africa -- Eastern Cape , Youth development -- South Africa , Entrepreneurship -- South Africa -- Eastern Cape
- Description: In plight of the country‟s high unemployment, poverty, and income inequalities, there is an urgent need to address these issues by converging toward entrepreneurship. World-wide, it is acknowledged by both government and academia that entrepreneurship soothes and remedies socio-economic ills. It creates employment, wealth, alleviates poverty, increases tax base, balances income disparities and accomplishes social stability. With the high youth (18-34 year age) unemployment looming at 73 percent and a low South African total entrepreneurship rate at 8.9 percent; this study attempts to investigate the barriers that hinder school leavers from engaging in entrepreneurship. The research investigates critical entrepreneurial factors including entrepreneurial character and behaviour, entrepreneurial knowledge and skills, managerial knowledge and skills, knowledge on legal aspects of a business, sourcing of finances, and entrepreneurial background and orientation. The primary objective was met through the investigation of the secondary objectives. This was accomplished through a questionnaire survey, composed with multiple choice questions and closed questions measured on a Likert scale. The questionnaire was constructed based on the literature reviewed from various sources including books, dissertations, journals, government reports, newspapers, magazines, internet, television and radio broadcasts (interviews and news). The study discovers that learners are inhibited by various factors from engaging into business venturing. The list of barriers identified was: A discouraging entrepreneurial background (heritage) – parents had low levels of education and were not entrepreneurial, Weak entrepreneurial character and behaviour, Lack of entrepreneurial exposure and work experience, Learners lack financial skills and computer skills, Families lack savings to financially support their business start-ups, Limited knowledge on the legal aspects regulating a business, Limited knowledge on sourcing finances (angel and venture capital investors).
- Full Text:
- Date Issued: 2011
Brand loyalty in the South African tyre industry
- Authors: Stewart, Russel
- Date: 2011
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8796 , http://hdl.handle.net/10948/d1015983
- Description: The tyre industry plays an important role in the concept of mobility. Mobility defines the human need for transportation, which has been growing at an accelerated pace since the dawn of the nineteenth century. More importantly, modern mobility cannot be achieved without the use of a pneumatic tyre, a commodity that has become increasingly complex and competitive with countless brands and products available on a global scale. In order to stand out in this competitive market landscape, big brands attempt to build an amount of brand awareness within the market place, while maintaining a balance in creating a demand for their product in pull marketing strategies. While the market place becomes increasingly competitive on a both a global and local level, tyre brands are all trying various tactics in an effort to secure wheel positions on consumer’s vehicles. Within the marketing mix there are various strategies and tactics that can be adopted by tyre brands to secure a share of voice within the mind of the consumer when the need arises for new tyres, however in South Africa, only the established brands have the spending power to employ traditional media space in an effort to communicate with the consumer. It has also become increasingly difficult for established brands to remain dominant within the decision journey of consumers, especially when the retailer has the final contact with the consumer and may be promoting the purchase of a tyre brands that results in higher margins that the brand originally requested by the consumer. The tyre industry plays an important role in the concept of mobility. Mobility defines the human need for transportation, which has been growing at an accelerated pace since the dawn of the nineteenth century. More importantly, modern mobility cannot be achieved without the use of a pneumatic tyre, a commodity that has become increasingly complex and competitive with countless brands and products available on a global scale. In order to stand out in this competitive market landscape, big brands attempt to build an amount of brand awareness within the market place, while maintaining a balance in creating a demand for their product in pull marketing strategies. While the market place becomes increasingly competitive on a both a global and local level, tyre brands are all trying various tactics in an effort to secure wheel positions on consumer’s vehicles. Within the marketing mix there are various strategies and tactics that can be adopted by tyre brands to secure a share of voice within the mind of the consumer when the need arises for new tyres, however in South Africa, only the established brands have the spending power to employ traditional media space in an effort to communicate with the consumer. It has also become increasingly difficult for established brands to remain dominant within the decision journey of consumers, especially when the retailer has the final contact with the consumer and may be promoting the purchase of a tyre brands that results in higher margins that the brand originally requested by the consumer. The questions that remain are; do retailers have a high degree of influence on consumer behaviour or are high levels of brand awareness enough for a brand owner to be assured of a consistent demand on their product? This research aims to validate the interdependence of brand awareness and retailer influence on the consumer decision journey within the South African tyre industry. The research starts by setting the scene within the global and local tyre industry through the use of the Continental Corporation for illustration purposes. Once the scene is set in terms of the industry in which the research is taking place, brand theory is exhaustively discussed providing relevance and context within the tyre industry. Within the discussion of brand equity, the consumer decision journey and touch points are introduced as process and influence before the final purchase is made. With the theory of the tyre industry and branding covered, qualitative fieldwork was undertaken by two researchers at a tyre retail group in Tswane, South Africa. The fieldwork consisted of questionnaires that needed to be completed by consumers who had just concluded their purchase decision and were waiting in the retailer for the work to be concluded on their vehicle. The results of the fieldwork are extensively analysed and discussed upon which conclusions and recommendations for future research are drawn. The sample attained is sufficient for qualitative analysis; however the conclusions need to be read within the context of the sample size and geographical location in which the research was conducted. Further context was provided from the retail store owner who provided expert comment and insight based on experience within the industry and retail environment. The comment was utilised along with the theory to either validate or disprove findings, which formed the basis for recommendations for future research.
- Full Text:
- Date Issued: 2011