Implications of current labour legislation for small, medium and micro-enterprises with regard to procuring government contracts
- Authors: Long, Hylton Ernest
- Date: 2000
- Subjects: Small business -- Law and legislation -- South Africa , Small business -- South Africa -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10836 , http://hdl.handle.net/10948/29 , Small business -- Law and legislation -- South Africa , Small business -- South Africa -- Management
- Description: The research problem addressed in this study is to determine what affect current labour legislation has on small, medium and micro-enterprises (SMME’s), in particular with regard to the procuring of Government contracts. To achieve this objective a literature study was undertaken to ascertain what knowledgeable people believed was the affects of labour legislation on SMME’s. The literature study included all relevant labour legislation promulgated by the Government since 1994 The literature study was then used to develop a questionnaire to test the degree to which SMME’s, operating in the Municipal areas of East London and King Williams Town, abided by the relevant labour legislation. The empirical results, in general, indicated a strong adherence to labour legislation. Those organisations that had not strictly adhered to labour legislation were, in most instances, not successful in securing contracts offered by Government or parastatals. The results indicated that all the role-players, namely businesses, trade unions and knowledgeable people have valid arguments both for and against labour legislation. Each group, is however, still concerned and suspicious that in one way or another, they will be placed at a disadvantage with respect to the others positions, and this places a serious strain on the South African economy.
- Full Text:
- Date Issued: 2000
- Authors: Long, Hylton Ernest
- Date: 2000
- Subjects: Small business -- Law and legislation -- South Africa , Small business -- South Africa -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10836 , http://hdl.handle.net/10948/29 , Small business -- Law and legislation -- South Africa , Small business -- South Africa -- Management
- Description: The research problem addressed in this study is to determine what affect current labour legislation has on small, medium and micro-enterprises (SMME’s), in particular with regard to the procuring of Government contracts. To achieve this objective a literature study was undertaken to ascertain what knowledgeable people believed was the affects of labour legislation on SMME’s. The literature study included all relevant labour legislation promulgated by the Government since 1994 The literature study was then used to develop a questionnaire to test the degree to which SMME’s, operating in the Municipal areas of East London and King Williams Town, abided by the relevant labour legislation. The empirical results, in general, indicated a strong adherence to labour legislation. Those organisations that had not strictly adhered to labour legislation were, in most instances, not successful in securing contracts offered by Government or parastatals. The results indicated that all the role-players, namely businesses, trade unions and knowledgeable people have valid arguments both for and against labour legislation. Each group, is however, still concerned and suspicious that in one way or another, they will be placed at a disadvantage with respect to the others positions, and this places a serious strain on the South African economy.
- Full Text:
- Date Issued: 2000
Integrating customer requirements in the design of service processes in South African motor dealership
- Authors: Hodgkinson, Peter
- Date: 2000
- Subjects: Automobile industry and trade -- Customer services , Automobile industry and trade -- South Africa , Customer services -- Quality control
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10837 , http://hdl.handle.net/10948/30 , Automobile industry and trade -- Customer services , Automobile industry and trade -- South Africa , Customer services -- Quality control
- Description: The Motor Industry is set in a highly competitive and dynamic global arena constantly shaped by both external and internal forces. From an organisations point of view many of the external or macro forces are largely uncontrollable. Against this backdrop, players in the South African Motor Industry need to find new methods of differentiating themselves from competitors – One manner of performing this strategy is for Motor Dealerships to understand, meet or exceed customer requirements. In this research, the literature survey revealed the concepts of Total Quality Management (TQM) and fail-safing, the meaning of superior customer service and the importance of customer loyalty and retention. Customer service excellence levels of three Williams Hunt dealerships in the Port Elizabeth – Uitenhage metropole were measured by utilizing the SERVQUAL instrument for calibrating service quality. Customer expectations and perceptions were determined by means of the empirical study which yielded a service quality “gap.” From analysis of this gap and related findings, suggested improvements were suggested as a guideline for dealerships to utilise with the aim of improving customer service levels.
- Full Text:
- Date Issued: 2000
- Authors: Hodgkinson, Peter
- Date: 2000
- Subjects: Automobile industry and trade -- Customer services , Automobile industry and trade -- South Africa , Customer services -- Quality control
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10837 , http://hdl.handle.net/10948/30 , Automobile industry and trade -- Customer services , Automobile industry and trade -- South Africa , Customer services -- Quality control
- Description: The Motor Industry is set in a highly competitive and dynamic global arena constantly shaped by both external and internal forces. From an organisations point of view many of the external or macro forces are largely uncontrollable. Against this backdrop, players in the South African Motor Industry need to find new methods of differentiating themselves from competitors – One manner of performing this strategy is for Motor Dealerships to understand, meet or exceed customer requirements. In this research, the literature survey revealed the concepts of Total Quality Management (TQM) and fail-safing, the meaning of superior customer service and the importance of customer loyalty and retention. Customer service excellence levels of three Williams Hunt dealerships in the Port Elizabeth – Uitenhage metropole were measured by utilizing the SERVQUAL instrument for calibrating service quality. Customer expectations and perceptions were determined by means of the empirical study which yielded a service quality “gap.” From analysis of this gap and related findings, suggested improvements were suggested as a guideline for dealerships to utilise with the aim of improving customer service levels.
- Full Text:
- Date Issued: 2000
Investigation into the provision of service excellence in a selected bank in the Port Elizabeth metropole
- Authors: Keet, Marius
- Date: 2000
- Subjects: Banks and banking -- South Africa , Bank management , Consumer satisfaction , Quality assurance -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10838 , http://hdl.handle.net/10948/31 , Banks and banking -- South Africa , Bank management , Consumer satisfaction , Quality assurance -- Management
- Description: In this research customer service excellence in First National Bank in the Port Elizabeth metropole was investigated. From the industry and competitor analysis it can be concluded that banking is a highly competitive industry that is undergoing constant change because of fierce competition. The literature survey was aimed at placing the concept of service quality, excellence and customer loyalty which lead to customer retention into perspective. The concept of total quality management outlining the specific requirements of how the concept can be utilised and how a service quality programme can be implemented was discussed. The purpose of the empirical study was to test customers’ perceptions of service provided by First National Bank and to contribute with useful information to the bank studied. From these findings improvements and recommendations were suggested as a guideline for any bank to follow to improve customer service levels. The empirical study results were satisfactory and informative. The meaningful positive responses that were identified can be utilised as competitive marketing strategies by FNB. The meaningful negative concerns the bank should consider improving upon and attention should be given to the language and SBU differences outlined.
- Full Text:
- Date Issued: 2000
- Authors: Keet, Marius
- Date: 2000
- Subjects: Banks and banking -- South Africa , Bank management , Consumer satisfaction , Quality assurance -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10838 , http://hdl.handle.net/10948/31 , Banks and banking -- South Africa , Bank management , Consumer satisfaction , Quality assurance -- Management
- Description: In this research customer service excellence in First National Bank in the Port Elizabeth metropole was investigated. From the industry and competitor analysis it can be concluded that banking is a highly competitive industry that is undergoing constant change because of fierce competition. The literature survey was aimed at placing the concept of service quality, excellence and customer loyalty which lead to customer retention into perspective. The concept of total quality management outlining the specific requirements of how the concept can be utilised and how a service quality programme can be implemented was discussed. The purpose of the empirical study was to test customers’ perceptions of service provided by First National Bank and to contribute with useful information to the bank studied. From these findings improvements and recommendations were suggested as a guideline for any bank to follow to improve customer service levels. The empirical study results were satisfactory and informative. The meaningful positive responses that were identified can be utilised as competitive marketing strategies by FNB. The meaningful negative concerns the bank should consider improving upon and attention should be given to the language and SBU differences outlined.
- Full Text:
- Date Issued: 2000
Management of political behaviour in organisations
- Authors: Pio, Riaan Johan
- Date: 2000
- Subjects: Organizational behavior , Corporate culture
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10839 , http://hdl.handle.net/10948/33 , Organizational behavior , Corporate culture
- Description: In this research paper, the constructive management of political behaviour in organisations was investigated. A general overview of relevant aspects which specifically relate to the constructive management of political behaviour in the automotive industry was presented. The literature study included a discussion of the nature of political behaviour and guidelines for the management of political behaviour in organisations. The research methodology consisted of three phases: Phase 1: A literature study to determine guidelines to manage political behaviour in organisations constructively. Phase 2: An empirical study to determine the effectiveness of these guidelines in practice by means of a survey amongst role players in the automotive industry in South Africa. Phase 3: The findings from the literature study and empirical study were integrated into guidelines of how managers can manage political behaviour constructively. The study identified nine main strategies for managing political behaviour. They are: Open communication. Communication must be open to keep all parties informed and to prevent distrust. Reduction of uncertainty. This involves preventing employees being unsure of what the future holds. Awareness. The aim of awareness is for managers to be sensitive to and aware of situations that could elicit political behaviours. Furthermore, they must recognize political behaviour for what it is. Setting an example. Managers must set an exemplary example and not engage in political behaviour. An understanding of the reason/motivation for the formation of informal (political) groups or cliques. Having established the reason why political groups form will enable a manager to manage them more effectively. Confront political game players. Managers must address all forms of possible political behaviour in a serious manner. Understanding the organisation’s strategy, goals and action plans. All employees need to know exactly what direction the organization is moving in and what is in it for them. It is management’s task to ensure this open and clear communication, to prevent fears and political behaviour. Tie resource allocation and rewards to strategy. This can be achieved by ensuring that the criteria for the allocation of rewards is straight forward and understood by all. Reward systems must, furthermore, be directly linked to performance. There should also be transparency in decision-making. Isolate resource acquisition from internal operations. It is necessary to clearly specify the conditions and ground rules for the acquisition of resources to ensure that the process is transparent. The conclusion reached is that political behaviour in organizations can be managed constructively to build win-win relationships.
- Full Text:
- Date Issued: 2000
- Authors: Pio, Riaan Johan
- Date: 2000
- Subjects: Organizational behavior , Corporate culture
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10839 , http://hdl.handle.net/10948/33 , Organizational behavior , Corporate culture
- Description: In this research paper, the constructive management of political behaviour in organisations was investigated. A general overview of relevant aspects which specifically relate to the constructive management of political behaviour in the automotive industry was presented. The literature study included a discussion of the nature of political behaviour and guidelines for the management of political behaviour in organisations. The research methodology consisted of three phases: Phase 1: A literature study to determine guidelines to manage political behaviour in organisations constructively. Phase 2: An empirical study to determine the effectiveness of these guidelines in practice by means of a survey amongst role players in the automotive industry in South Africa. Phase 3: The findings from the literature study and empirical study were integrated into guidelines of how managers can manage political behaviour constructively. The study identified nine main strategies for managing political behaviour. They are: Open communication. Communication must be open to keep all parties informed and to prevent distrust. Reduction of uncertainty. This involves preventing employees being unsure of what the future holds. Awareness. The aim of awareness is for managers to be sensitive to and aware of situations that could elicit political behaviours. Furthermore, they must recognize political behaviour for what it is. Setting an example. Managers must set an exemplary example and not engage in political behaviour. An understanding of the reason/motivation for the formation of informal (political) groups or cliques. Having established the reason why political groups form will enable a manager to manage them more effectively. Confront political game players. Managers must address all forms of possible political behaviour in a serious manner. Understanding the organisation’s strategy, goals and action plans. All employees need to know exactly what direction the organization is moving in and what is in it for them. It is management’s task to ensure this open and clear communication, to prevent fears and political behaviour. Tie resource allocation and rewards to strategy. This can be achieved by ensuring that the criteria for the allocation of rewards is straight forward and understood by all. Reward systems must, furthermore, be directly linked to performance. There should also be transparency in decision-making. Isolate resource acquisition from internal operations. It is necessary to clearly specify the conditions and ground rules for the acquisition of resources to ensure that the process is transparent. The conclusion reached is that political behaviour in organizations can be managed constructively to build win-win relationships.
- Full Text:
- Date Issued: 2000
Strategic analysis of the South African motor manufacturing industry's changing business environment
- Authors: Stockwell, Cecil
- Date: 2000
- Subjects: Automobile industry and trade -- South Africa , Automobile industry and trade -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10840 , http://hdl.handle.net/10948/36 , Automobile industry and trade -- South Africa , Automobile industry and trade -- Management
- Description: Introduction: The South African economy has shown very little economic growth and car sales declined steadily from 1988 till they increased slightly in 1999. 2000 saw the economy recovering from a recession, and motor vehicle sales increasing. In order for the South African motor manufacturing industry to remain viable, the manufacturers, who must operate within the framework of the Motor Industry Development Plan, face increasing international competition as the large motor firms from around the world strive to gain a foothold in Africa in anticipation of an “African Renaissance.” South African manufacturers have to develop appropriate strategies to ensure profitability and survival in the new millennium. This entails a thorough analysis of the changing business environment the industry finds itself trading in.
- Full Text:
- Date Issued: 2000
Strategic analysis of the South African motor manufacturing industry's changing business environment
- Authors: Stockwell, Cecil
- Date: 2000
- Subjects: Automobile industry and trade -- South Africa , Automobile industry and trade -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10840 , http://hdl.handle.net/10948/36 , Automobile industry and trade -- South Africa , Automobile industry and trade -- Management
- Description: Introduction: The South African economy has shown very little economic growth and car sales declined steadily from 1988 till they increased slightly in 1999. 2000 saw the economy recovering from a recession, and motor vehicle sales increasing. In order for the South African motor manufacturing industry to remain viable, the manufacturers, who must operate within the framework of the Motor Industry Development Plan, face increasing international competition as the large motor firms from around the world strive to gain a foothold in Africa in anticipation of an “African Renaissance.” South African manufacturers have to develop appropriate strategies to ensure profitability and survival in the new millennium. This entails a thorough analysis of the changing business environment the industry finds itself trading in.
- Full Text:
- Date Issued: 2000
Development of a model of performance indicators required for the effective management of South African Universities and Technikons
- Authors: Hutton, Wendy
- Date: 1999
- Subjects: Universities and colleges -- South Africa -- Management , Performance -- Management , Performance standards , Performance -- Measurement
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10826 , http://hdl.handle.net/10948/16 , Universities and colleges -- South Africa -- Management , Performance -- Management , Performance standards , Performance -- Measurement
- Description: Research has been conducted on performance indicators in higher education institutions in a number of countries. However, in South Africa limited research in this field on a national level is available to the management of South African higher education institutions. The change in funding of these institutions has led to performance measurement becoming essential in order to justify the use of public funds. In order to obtain more relevant information about performance indicators in the South African context, a literature study was conducted to develop a questionnaire to test the concurrence of the importance of performance indicators in South African universities and technikons. The findings of the survey shows a high level of concurrence for the performance indicators identified in the literature study.
- Full Text:
- Date Issued: 1999
- Authors: Hutton, Wendy
- Date: 1999
- Subjects: Universities and colleges -- South Africa -- Management , Performance -- Management , Performance standards , Performance -- Measurement
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10826 , http://hdl.handle.net/10948/16 , Universities and colleges -- South Africa -- Management , Performance -- Management , Performance standards , Performance -- Measurement
- Description: Research has been conducted on performance indicators in higher education institutions in a number of countries. However, in South Africa limited research in this field on a national level is available to the management of South African higher education institutions. The change in funding of these institutions has led to performance measurement becoming essential in order to justify the use of public funds. In order to obtain more relevant information about performance indicators in the South African context, a literature study was conducted to develop a questionnaire to test the concurrence of the importance of performance indicators in South African universities and technikons. The findings of the survey shows a high level of concurrence for the performance indicators identified in the literature study.
- Full Text:
- Date Issued: 1999
Study of milk marketing by selected dairy companies in Port Elizabeth
- Authors: Smith, Natalie Heather
- Date: 1999
- Subjects: Milk trade , Dairying -- South Africa -- Port Elizabeth , Dairying -- Management
- Language: English
- Type: Thesis , Masters , MTech (Management)
- Identifier: vital:10827 , http://hdl.handle.net/10948/17 , Milk trade , Dairying -- South Africa -- Port Elizabeth , Dairying -- Management
- Description: This paper concerns itself with decreasing milk consumption in the Port Elizabeth area and how the marketing mix influences marketing decisions. Personal interviews were conducted in different supermarkets to investigate consumer perceptions of milk, the brand purchased and how consumers use milk. The study indicated that people purchasing milk were very price conscious. Respondents showed almost no brand loyalty. However, respondents indicated that they were aware of the health benefits of drinking milk, although most used milk predominantly to whiten their tea and/or coffee. A comparison of the findings of this study to those of Geils (1981) and Hanekom (1990) indicates that the milk industry has the same problems in 1999 as it did in 1990 and in 1981. Findings reflect the unhealthy perception people have about milk. Many regard it as a child’s drink and others perceive it as fattening. Decreasing consumption figures indicate that there has been little effort or success from the dairy industry to change consumer perceptions of milk. Figures indicate that consumption of milk may be close to zero in 2015, if marketers of dairy companies do not improve the image of milk. However, a considerable amount of investment by overseas companies in Port Elizabeth dairies may increase marketing activities in the future. This paper begins with an overview of the major competitors in the Port Elizabeth area, highlighting their strengths and weaknesses. The importance of selecting the appropriate market mix for milk is discussed by explaining each mix element, namely, product, distribution, promotion and price. Distribution involves the delivery of the perishable product to outlets in the shortest space of time after production. Careful and efficient planning of refrigerated warehousing, transport and delivery services all indirectly contribute to the freshness and quality of milk. Promotion is one of the most important elements that can be used to change consumer perceptions of milk. It is necessary to select the correct message for the specific target group when advertising. Product benefits like milk’s purity, or naturalness, should be focused on rather than its creaminess and richness. Price constitutes the fourth element of the marketing mix. Price in the narrowest sense, is the amount of money charged for milk. The milk industry is intensely price sensitive which often results in price wars among competitors. Most consumers purchase the cheapest brand of milk indicating little brand loyalty, especially among top-end consumers.
- Full Text:
- Date Issued: 1999
- Authors: Smith, Natalie Heather
- Date: 1999
- Subjects: Milk trade , Dairying -- South Africa -- Port Elizabeth , Dairying -- Management
- Language: English
- Type: Thesis , Masters , MTech (Management)
- Identifier: vital:10827 , http://hdl.handle.net/10948/17 , Milk trade , Dairying -- South Africa -- Port Elizabeth , Dairying -- Management
- Description: This paper concerns itself with decreasing milk consumption in the Port Elizabeth area and how the marketing mix influences marketing decisions. Personal interviews were conducted in different supermarkets to investigate consumer perceptions of milk, the brand purchased and how consumers use milk. The study indicated that people purchasing milk were very price conscious. Respondents showed almost no brand loyalty. However, respondents indicated that they were aware of the health benefits of drinking milk, although most used milk predominantly to whiten their tea and/or coffee. A comparison of the findings of this study to those of Geils (1981) and Hanekom (1990) indicates that the milk industry has the same problems in 1999 as it did in 1990 and in 1981. Findings reflect the unhealthy perception people have about milk. Many regard it as a child’s drink and others perceive it as fattening. Decreasing consumption figures indicate that there has been little effort or success from the dairy industry to change consumer perceptions of milk. Figures indicate that consumption of milk may be close to zero in 2015, if marketers of dairy companies do not improve the image of milk. However, a considerable amount of investment by overseas companies in Port Elizabeth dairies may increase marketing activities in the future. This paper begins with an overview of the major competitors in the Port Elizabeth area, highlighting their strengths and weaknesses. The importance of selecting the appropriate market mix for milk is discussed by explaining each mix element, namely, product, distribution, promotion and price. Distribution involves the delivery of the perishable product to outlets in the shortest space of time after production. Careful and efficient planning of refrigerated warehousing, transport and delivery services all indirectly contribute to the freshness and quality of milk. Promotion is one of the most important elements that can be used to change consumer perceptions of milk. It is necessary to select the correct message for the specific target group when advertising. Product benefits like milk’s purity, or naturalness, should be focused on rather than its creaminess and richness. Price constitutes the fourth element of the marketing mix. Price in the narrowest sense, is the amount of money charged for milk. The milk industry is intensely price sensitive which often results in price wars among competitors. Most consumers purchase the cheapest brand of milk indicating little brand loyalty, especially among top-end consumers.
- Full Text:
- Date Issued: 1999