A critical analysis of service quality perceptions of vehicle repair and maintenance retailers
- Authors: Whitlock, Wayne Ronald
- Date: 2010
- Subjects: Customer services -- South Africa -- Evaluation , Motor vehicles -- South Africa -- Maintenance and repairs
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8610 , http://hdl.handle.net/10948/1516 , Customer services -- South Africa -- Evaluation , Motor vehicles -- South Africa -- Maintenance and repairs
- Description: The South African motor industry plays a pivotal role in the economy of South Africa and is a leading indicator in economic change. In general, satisfaction of customer service in the motor industry is steadily improving. However, as research has shown, there is still room for improvement within the industry. Knowing what customers expect is a critical step in delivering good quality service to ensure customer retention in the long-term (Zeithaml, Parasuraman & Berry 1990:62-63). Having a good understanding of the value of forming long-term relationships with customers and their evaluation of the quality of the service provided, cannot be underestimated, as failure to actually ask customers what they think of the service could be detrimental in the long-term. Vehicle manufacturers conduct ongoing research to monitor customer perceptions of the quality of the service provided by their vehicle retailers. The information generated from the research findings can be used by manufacturers to improve levels of service where this appears to be lacking, and deal promptly with any customer complaints. Against this background, how vehicle owners judge the quality of the service provided by a franchised vehicle retailer for a repair and maintenance service, will be crucial to understanding how customers form perceptions of service related firms specifically, and in general, even an entire industry. The primary objective of this study is to assess customer perceptions of service quality with a franchised vehicle retailer following a routine repair and maintenance service. The sample consisted of 3 859 respondents who had their vehicles serviced at a GM South Africa franchised vehicle retailer over a one month period. The empirical results of the study revealed that GM South Africa show general positive results in terms of customer service satisfaction, however, there are some areas where additional attention is required.
- Full Text:
- Date Issued: 2010
- Authors: Whitlock, Wayne Ronald
- Date: 2010
- Subjects: Customer services -- South Africa -- Evaluation , Motor vehicles -- South Africa -- Maintenance and repairs
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8610 , http://hdl.handle.net/10948/1516 , Customer services -- South Africa -- Evaluation , Motor vehicles -- South Africa -- Maintenance and repairs
- Description: The South African motor industry plays a pivotal role in the economy of South Africa and is a leading indicator in economic change. In general, satisfaction of customer service in the motor industry is steadily improving. However, as research has shown, there is still room for improvement within the industry. Knowing what customers expect is a critical step in delivering good quality service to ensure customer retention in the long-term (Zeithaml, Parasuraman & Berry 1990:62-63). Having a good understanding of the value of forming long-term relationships with customers and their evaluation of the quality of the service provided, cannot be underestimated, as failure to actually ask customers what they think of the service could be detrimental in the long-term. Vehicle manufacturers conduct ongoing research to monitor customer perceptions of the quality of the service provided by their vehicle retailers. The information generated from the research findings can be used by manufacturers to improve levels of service where this appears to be lacking, and deal promptly with any customer complaints. Against this background, how vehicle owners judge the quality of the service provided by a franchised vehicle retailer for a repair and maintenance service, will be crucial to understanding how customers form perceptions of service related firms specifically, and in general, even an entire industry. The primary objective of this study is to assess customer perceptions of service quality with a franchised vehicle retailer following a routine repair and maintenance service. The sample consisted of 3 859 respondents who had their vehicles serviced at a GM South Africa franchised vehicle retailer over a one month period. The empirical results of the study revealed that GM South Africa show general positive results in terms of customer service satisfaction, however, there are some areas where additional attention is required.
- Full Text:
- Date Issued: 2010
A critical analysis of the South African automotive industry and government incentive policy
- Authors: Gaskin, Sean
- Date: 2010
- Subjects: Motor Industry Development Programme , Automobile industry and trade -- Government policy -- South Africa , Incentives in industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8656 , http://hdl.handle.net/10948/1358 , Motor Industry Development Programme , Automobile industry and trade -- Government policy -- South Africa , Incentives in industry -- South Africa
- Description: The automotive industry in South Africa exists in its current state due to the developmental programmes created by the South African government. During the next three years the government’s main development policy for the automotive industry will change from the Motor Industry Development Programme (MIDP) to the Automotive Production and Development Programme (APDP). As a result of this change there were feelings of uncertainty experienced across the domestic automotive industry during the APDP’s design and the period leading up to its launch, more or less years 2008 to 2010. Also present is the fear that the industry would collapse when faced with global competition should this change not fully comprehend all aspects of South Africa’s automotive industry. The research problem addressed in this study was to determine the effect on the sector’s competiveness in light of the impending change in governmental development programmes. This was accurately explained and expressed clearly while sub problems were identified from areas in the main problem that required further analysis due to their criticality or lack of clarity. A comprehensive literature review was executed to understand the nature and extent of the South African automotive industry, the Motor Industry Development Programme and the Automotive Production and Development Programme. A primary research instrument was constructed, in the form of a questionnaire, to test specific themes exposed during the literature review which can influence the sector’s competitive advantage. This questionnaire was distributed with the assistance of industry representative bodies NAAMSA (National Association of Automobile Manufacturers of South Africa, the domestic de facto representative body) and NAACAM (National Association of Automotive Component and Allied Manufacturers, a component manufacturers’ representative body), to an even spread of respondents representative of the senior management and executives of automotive companies in South Africa. From the results obtained from the sample group, it seemed that there was consensus on many issues regarding the current structure of the South African automotive industry. Specifically, the profitability of vehicle assemblers and component manufacturers is heavily iii influenced by the incentives offered under the MIDP and the industry is not viable without them. The respondents were virtually unanimous in indicating that there is a need for some form of incentive programme and were positive about the effect the MIDP has had thus far on the automotive industry of South Africa, particularly the effect on the structure, focus and encouraging a reduction in complexity. The research found that it is common practice for OEMs to include the import duty on vehicles imported for domestic consumption even though this duty will be paid with the use of import-duty rebate credit certificates (IRCCs), which are provided to those vehicle assemblers who are net exporters of vehicles. Looking to the future, it emerged that the APDP will have a similar, positive effect on the domestic automotive industry when compared to the MIDP, but the effect will be experienced in a more aggressive manner. Companies will be encouraged by the new development programme to more aggressively improve aspects such as restructuring, rationalising, reducing model proliferation and improving low scale economies for example. Also the APDP will encourage OEMs to increase plant production volumes and ensure that reasonable scale economies are present to develop a domestic component supply industry to a degree. However, the volumes will be insufficient to create a world-class supplier industry. As a result automotive companies will have to be more aggressive in their adoption of more automated production processes and through Automotive Investment Scheme capital investment will increase in both vehicle assemblers and component manufacturers. Component manufacturers indicated that they would invest more in the coming years under the APDP than previously while vehicle assemblers indicated that their investment levels will remain as before. While this is good for the industry, labour is somewhat left out of this: considering the APDP’s focus on increased volumes and capital investments automotive companies are not incentivised to make use of labour-absorbing production processes. The study also found that there is still a need for tariff protection and that the domestic industry would collapse in the face of global competition. The research found that the APDP was compliant with South Africa’s commitments to the World Trade Organisation. Finally, the Department of Trade and Industry’s goal of producing 1.2 million vehicles per annum by 2020 was revealed to be unrealistic and unreachable.
- Full Text:
- Date Issued: 2010
- Authors: Gaskin, Sean
- Date: 2010
- Subjects: Motor Industry Development Programme , Automobile industry and trade -- Government policy -- South Africa , Incentives in industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8656 , http://hdl.handle.net/10948/1358 , Motor Industry Development Programme , Automobile industry and trade -- Government policy -- South Africa , Incentives in industry -- South Africa
- Description: The automotive industry in South Africa exists in its current state due to the developmental programmes created by the South African government. During the next three years the government’s main development policy for the automotive industry will change from the Motor Industry Development Programme (MIDP) to the Automotive Production and Development Programme (APDP). As a result of this change there were feelings of uncertainty experienced across the domestic automotive industry during the APDP’s design and the period leading up to its launch, more or less years 2008 to 2010. Also present is the fear that the industry would collapse when faced with global competition should this change not fully comprehend all aspects of South Africa’s automotive industry. The research problem addressed in this study was to determine the effect on the sector’s competiveness in light of the impending change in governmental development programmes. This was accurately explained and expressed clearly while sub problems were identified from areas in the main problem that required further analysis due to their criticality or lack of clarity. A comprehensive literature review was executed to understand the nature and extent of the South African automotive industry, the Motor Industry Development Programme and the Automotive Production and Development Programme. A primary research instrument was constructed, in the form of a questionnaire, to test specific themes exposed during the literature review which can influence the sector’s competitive advantage. This questionnaire was distributed with the assistance of industry representative bodies NAAMSA (National Association of Automobile Manufacturers of South Africa, the domestic de facto representative body) and NAACAM (National Association of Automotive Component and Allied Manufacturers, a component manufacturers’ representative body), to an even spread of respondents representative of the senior management and executives of automotive companies in South Africa. From the results obtained from the sample group, it seemed that there was consensus on many issues regarding the current structure of the South African automotive industry. Specifically, the profitability of vehicle assemblers and component manufacturers is heavily iii influenced by the incentives offered under the MIDP and the industry is not viable without them. The respondents were virtually unanimous in indicating that there is a need for some form of incentive programme and were positive about the effect the MIDP has had thus far on the automotive industry of South Africa, particularly the effect on the structure, focus and encouraging a reduction in complexity. The research found that it is common practice for OEMs to include the import duty on vehicles imported for domestic consumption even though this duty will be paid with the use of import-duty rebate credit certificates (IRCCs), which are provided to those vehicle assemblers who are net exporters of vehicles. Looking to the future, it emerged that the APDP will have a similar, positive effect on the domestic automotive industry when compared to the MIDP, but the effect will be experienced in a more aggressive manner. Companies will be encouraged by the new development programme to more aggressively improve aspects such as restructuring, rationalising, reducing model proliferation and improving low scale economies for example. Also the APDP will encourage OEMs to increase plant production volumes and ensure that reasonable scale economies are present to develop a domestic component supply industry to a degree. However, the volumes will be insufficient to create a world-class supplier industry. As a result automotive companies will have to be more aggressive in their adoption of more automated production processes and through Automotive Investment Scheme capital investment will increase in both vehicle assemblers and component manufacturers. Component manufacturers indicated that they would invest more in the coming years under the APDP than previously while vehicle assemblers indicated that their investment levels will remain as before. While this is good for the industry, labour is somewhat left out of this: considering the APDP’s focus on increased volumes and capital investments automotive companies are not incentivised to make use of labour-absorbing production processes. The study also found that there is still a need for tariff protection and that the domestic industry would collapse in the face of global competition. The research found that the APDP was compliant with South Africa’s commitments to the World Trade Organisation. Finally, the Department of Trade and Industry’s goal of producing 1.2 million vehicles per annum by 2020 was revealed to be unrealistic and unreachable.
- Full Text:
- Date Issued: 2010
A model for green IT strategy : a content analysis approach
- Authors: Du Preez, Riekert
- Date: 2010
- Subjects: Information technology -- Environmental aspects , Green technology -- South Africa , Strategic planning , Climatic changes , Green movement
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8630 , http://hdl.handle.net/10948/1485 , Information technology -- Environmental aspects , Green technology -- South Africa , Strategic planning , Climatic changes , Green movement
- Description: Society’s reliance on Information Technology (IT) has increased tremendously in the last few decades. Unfortunately, the growth of the IT sector has occurred at the expense of the environment. The adverse environmental impact of IT operations is partly due to the production and disposal of IT equipment, which can result in harmful pollution and toxic materials being released into the environment. Furthermore, IT equipment consumes large amounts of electricity, and this results in significant amounts of carbon dioxide (CO2) being released into the atmosphere. Since CO2 is classified as a greenhouse gas, it contributes to the phenomenon of climate change. Organisations are socially and ethically required to minimise the environmental impact of their IT operations. However, in addition to fulfilling their responsibility towards environmental sustainability, organisations can gain a competitive advantage through adopting green IT practices. In order to reap the benefits of green IT and to fulfil their social and ethical responsibilities, organisations need to formulate and implement a comprehensive green IT strategy. When formulating strategic decisions, the use of a clear decision process enhances the effectiveness of such decisions. As a result, top IT management require a model or framework which could guide their thinking and allow for a clear decision process when formulating green IT strategy. However, after an extensive search of the literature had been conducted, a research gap was identified for the definition of a model which deals specifically with the formulation and execution of green IT strategy. As a result, this treatise sets out to answer the question of what organisations should consider when formulating and implementing green IT strategy. To answer the research question, the treatise defines a model for green IT strategy. The model was defined by conducting a content analysis of the literature on green IT. The content-analysis ABSTRACT iii research technique was utilised to identify the underlying concepts within the literature related to green IT strategy formulation and execution. The resulting model indicates that green IT strategy formulation requires holistic thinking, since several forces affect green IT strategy. As a result, these forces should be considered when a green IT strategy is to be formulated. However, even if a strategy is formulated by considering all the forces at play, it is of little use if it is not implemented effectively. The model indicates that green IT strategy should be implemented though a series of practices. These practices are not limited to IT practices alone, but include, in addition, several business practices. This indicates that green IT adoption extends far beyond the mere implementation of green technology.
- Full Text:
- Date Issued: 2010
- Authors: Du Preez, Riekert
- Date: 2010
- Subjects: Information technology -- Environmental aspects , Green technology -- South Africa , Strategic planning , Climatic changes , Green movement
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8630 , http://hdl.handle.net/10948/1485 , Information technology -- Environmental aspects , Green technology -- South Africa , Strategic planning , Climatic changes , Green movement
- Description: Society’s reliance on Information Technology (IT) has increased tremendously in the last few decades. Unfortunately, the growth of the IT sector has occurred at the expense of the environment. The adverse environmental impact of IT operations is partly due to the production and disposal of IT equipment, which can result in harmful pollution and toxic materials being released into the environment. Furthermore, IT equipment consumes large amounts of electricity, and this results in significant amounts of carbon dioxide (CO2) being released into the atmosphere. Since CO2 is classified as a greenhouse gas, it contributes to the phenomenon of climate change. Organisations are socially and ethically required to minimise the environmental impact of their IT operations. However, in addition to fulfilling their responsibility towards environmental sustainability, organisations can gain a competitive advantage through adopting green IT practices. In order to reap the benefits of green IT and to fulfil their social and ethical responsibilities, organisations need to formulate and implement a comprehensive green IT strategy. When formulating strategic decisions, the use of a clear decision process enhances the effectiveness of such decisions. As a result, top IT management require a model or framework which could guide their thinking and allow for a clear decision process when formulating green IT strategy. However, after an extensive search of the literature had been conducted, a research gap was identified for the definition of a model which deals specifically with the formulation and execution of green IT strategy. As a result, this treatise sets out to answer the question of what organisations should consider when formulating and implementing green IT strategy. To answer the research question, the treatise defines a model for green IT strategy. The model was defined by conducting a content analysis of the literature on green IT. The content-analysis ABSTRACT iii research technique was utilised to identify the underlying concepts within the literature related to green IT strategy formulation and execution. The resulting model indicates that green IT strategy formulation requires holistic thinking, since several forces affect green IT strategy. As a result, these forces should be considered when a green IT strategy is to be formulated. However, even if a strategy is formulated by considering all the forces at play, it is of little use if it is not implemented effectively. The model indicates that green IT strategy should be implemented though a series of practices. These practices are not limited to IT practices alone, but include, in addition, several business practices. This indicates that green IT adoption extends far beyond the mere implementation of green technology.
- Full Text:
- Date Issued: 2010
A risk mitigation tool for merchant selection
- Schutte, Philippus Jacobus Wilhelmus
- Authors: Schutte, Philippus Jacobus Wilhelmus
- Date: 2010
- Subjects: Financial rsik management -- South Africa , Credit -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8650 , http://hdl.handle.net/10948/1382 , Financial rsik management -- South Africa , Credit -- Management
- Description: Organisations or individuals that lend money (banks and micro lenders) or that sell goods on credit (retailers) are classified as credit providers. The debtor enters into a contractual agreement with a credit provider, or creditor, with the obligation to repay the loan amount, fees and interest according to a predetermined schedule. The contractual agreement, also known as a credit agreement, is as a general rule very complex. Legislation protecting debtors in various ways is an international phenomenon. In South Africa, the National Credit Act, Act 34 of 2005 (NCA) was enacted in 2005. The NCA changed the playing field for credit providers participating in the South African consumer credit market to a great extent. Consumer lending is the sleeping giant of the financial sector. The key to successfully unlock this enormous market is the credit provider's ability to accurately assess the creditworthiness of a potential customer during the customer acquisition phase. The creditworthiness of the customer is related to the risk of default, i.e. a debtor's non-payment of debt in terms of the credit agreement. The risk of default is also known as credit risk. Real People Investment Holdings (Pty) Ltd (RPIH) classifies credit risk as the single largest risk the Group is exposed to. They recognise that the intelligent and responsible management of credit risk makes it the Group's largest profit driver. Credit risk scorecards are excellent decision aids during the customer acquisition phase. The characteristics and behaviour of merchants submitting credit applications to RPIH for assessment have a definite impact on the credit risk of the Group. The merchant plays a pivotal role in the debtor-creditor-supplier business model. The merchant influences the customer's sales experience and subsequent level of satisfaction with the transaction. A satisfied customer constitutes a lower level of credit risk for the creditor, in this case RPIH. The research is conducted with a positivistic paradigm. The cross-sectional study approach is used. The merchant is the unit of analysis. A sample of 77 merchants is selected from the population of 244 merchants who submitted credit applications to RPIH during the observation period. Questionnaires are used as the data collection method in this research project. The predictive ability of fourteen merchant related characteristics are demonstrated through this empirical study.
- Full Text:
- Date Issued: 2010
- Authors: Schutte, Philippus Jacobus Wilhelmus
- Date: 2010
- Subjects: Financial rsik management -- South Africa , Credit -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8650 , http://hdl.handle.net/10948/1382 , Financial rsik management -- South Africa , Credit -- Management
- Description: Organisations or individuals that lend money (banks and micro lenders) or that sell goods on credit (retailers) are classified as credit providers. The debtor enters into a contractual agreement with a credit provider, or creditor, with the obligation to repay the loan amount, fees and interest according to a predetermined schedule. The contractual agreement, also known as a credit agreement, is as a general rule very complex. Legislation protecting debtors in various ways is an international phenomenon. In South Africa, the National Credit Act, Act 34 of 2005 (NCA) was enacted in 2005. The NCA changed the playing field for credit providers participating in the South African consumer credit market to a great extent. Consumer lending is the sleeping giant of the financial sector. The key to successfully unlock this enormous market is the credit provider's ability to accurately assess the creditworthiness of a potential customer during the customer acquisition phase. The creditworthiness of the customer is related to the risk of default, i.e. a debtor's non-payment of debt in terms of the credit agreement. The risk of default is also known as credit risk. Real People Investment Holdings (Pty) Ltd (RPIH) classifies credit risk as the single largest risk the Group is exposed to. They recognise that the intelligent and responsible management of credit risk makes it the Group's largest profit driver. Credit risk scorecards are excellent decision aids during the customer acquisition phase. The characteristics and behaviour of merchants submitting credit applications to RPIH for assessment have a definite impact on the credit risk of the Group. The merchant plays a pivotal role in the debtor-creditor-supplier business model. The merchant influences the customer's sales experience and subsequent level of satisfaction with the transaction. A satisfied customer constitutes a lower level of credit risk for the creditor, in this case RPIH. The research is conducted with a positivistic paradigm. The cross-sectional study approach is used. The merchant is the unit of analysis. A sample of 77 merchants is selected from the population of 244 merchants who submitted credit applications to RPIH during the observation period. Questionnaires are used as the data collection method in this research project. The predictive ability of fourteen merchant related characteristics are demonstrated through this empirical study.
- Full Text:
- Date Issued: 2010
A study of growth and entrepreneurship of a small organisation in the automotive industry of South Africa
- Authors: White, Andrew Stephen
- Date: 2010
- Subjects: Entrepreneurship
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8608 , http://hdl.handle.net/10948/1525 , Entrepreneurship
- Description: The strategy of the organisation and its entrepreneur’s expectations of the organisation should be aligned in order to create an environment in which all entrepreneurs are motivated and work towards common goals. Furthermore, the entrepreneur’s life stages and personal life plans should be synchronised with the needs of the organisation to achieve the goals. As organisations pass through different stages of growth; they require different resources to assist in progression to next stages. As with organisations and their growth phases; entrepreneurs also undergo growth stages in many different areas of their lives. Entrepreneurs being individuals each have their own set of characteristics in terms of personality, leadership style, entrepreneurship type, skills, life stage and career stages. The challenge of an organisation is to create a strategy that best matches the expectations of all the entrepreneurs and members. The resources of the organisation need to be aligned in order to achieve the common strategy. The problem is as to how the organisation makes use of its leaders and entrepreneurs to achieve strategy; and how does it deal with inconsistencies in goals of entrepreneurs and shortfalls of specific skills or resources that it will require to sustain or grow the organisation?
- Full Text:
- Date Issued: 2010
- Authors: White, Andrew Stephen
- Date: 2010
- Subjects: Entrepreneurship
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8608 , http://hdl.handle.net/10948/1525 , Entrepreneurship
- Description: The strategy of the organisation and its entrepreneur’s expectations of the organisation should be aligned in order to create an environment in which all entrepreneurs are motivated and work towards common goals. Furthermore, the entrepreneur’s life stages and personal life plans should be synchronised with the needs of the organisation to achieve the goals. As organisations pass through different stages of growth; they require different resources to assist in progression to next stages. As with organisations and their growth phases; entrepreneurs also undergo growth stages in many different areas of their lives. Entrepreneurs being individuals each have their own set of characteristics in terms of personality, leadership style, entrepreneurship type, skills, life stage and career stages. The challenge of an organisation is to create a strategy that best matches the expectations of all the entrepreneurs and members. The resources of the organisation need to be aligned in order to achieve the common strategy. The problem is as to how the organisation makes use of its leaders and entrepreneurs to achieve strategy; and how does it deal with inconsistencies in goals of entrepreneurs and shortfalls of specific skills or resources that it will require to sustain or grow the organisation?
- Full Text:
- Date Issued: 2010
A training and development model for successors in a family business : case study
- Authors: Ward, Graham
- Date: 2010
- Subjects: Family-owned business enterprises
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8600 , http://hdl.handle.net/10948/1559 , Family-owned business enterprises
- Description: Family businesses constitute between forty five and ninety percent of gross domestic product world wide. Research shows that within the next five years over fifty percent of executives will retire, highlighting the significance of successful family business successions. Family businesses founded in the “baby-boom” era are of immediate concern to researchers who are working to understand the dynamics around the succession process and ultimately the criteria preventing or enhancing successful successions. The purpose of this study was to better understand the development of successors in family businesses. A detailed literature study was conducted on family businesses and in particular the factors which both positively and negatively affect family business successions. A single case study approach was used to test whether six dynamic variables applied to this case or not. Three sibling brother successors, a sibling sister and their parents were each separately interviewed and the interviews voice recorded. They were asked questions which could be later analysed and used to uphold or negate whether the six dynamic variables applicable to successful family business succession were upheld or rejected. The data was meticulously analysed and similar answers grouped together. Answers which varied from the norm were reported separately. It was found that in all six of the propositions the responses received from the case study respondents upheld the propositions. Thus, families businesses seeking succession, may well understand and take action regarding the six dynamic variables relating to successful family business successions
- Full Text:
- Date Issued: 2010
- Authors: Ward, Graham
- Date: 2010
- Subjects: Family-owned business enterprises
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8600 , http://hdl.handle.net/10948/1559 , Family-owned business enterprises
- Description: Family businesses constitute between forty five and ninety percent of gross domestic product world wide. Research shows that within the next five years over fifty percent of executives will retire, highlighting the significance of successful family business successions. Family businesses founded in the “baby-boom” era are of immediate concern to researchers who are working to understand the dynamics around the succession process and ultimately the criteria preventing or enhancing successful successions. The purpose of this study was to better understand the development of successors in family businesses. A detailed literature study was conducted on family businesses and in particular the factors which both positively and negatively affect family business successions. A single case study approach was used to test whether six dynamic variables applied to this case or not. Three sibling brother successors, a sibling sister and their parents were each separately interviewed and the interviews voice recorded. They were asked questions which could be later analysed and used to uphold or negate whether the six dynamic variables applicable to successful family business succession were upheld or rejected. The data was meticulously analysed and similar answers grouped together. Answers which varied from the norm were reported separately. It was found that in all six of the propositions the responses received from the case study respondents upheld the propositions. Thus, families businesses seeking succession, may well understand and take action regarding the six dynamic variables relating to successful family business successions
- Full Text:
- Date Issued: 2010
An analysis of two tug propulsion systems in the Port Elizabeth harbour
- Authors: Dlamini, Dumsani Andrieson
- Date: 2010
- Subjects: Tugboats -- South Africa -- Port Elizabeth , Harbors -- South Africa -- Port Elizabeth , Propulsion systems
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8643 , http://hdl.handle.net/10948/1422 , Tugboats -- South Africa -- Port Elizabeth , Harbors -- South Africa -- Port Elizabeth , Propulsion systems
- Description: The shipping industry is reliant on port authorities for the facilitation of safe entry and departure of ships at the ports. This role can not be fulfilled without the assistance of harbour tugs which are run by the marine operations section of the Transnet National Ports Authority. The tugs have to be safe and efficient in the process of pulling and pushing ships around the harbour. Harbour tugs are expensive to acquire and to maintain. The marine operations business has to make appropriate choices of tug propulsion design in order to realise the benefits of the tugs acquired by the ports authority. This can be achieved by analysing the current tugs that the operations are using, which will then serve as valuable information when the time for asset replacement is due. The researcher chose to use the two tug propulsion designs currently used by the Port Elizabeth harbour tugs as a basis for this analysis. The analysis links the three factors of maintenance management, equipment efficiency and equipment safety, to the minimisation of operational costs as perceived by the tug personnel, the pilots and the marine managers. This study seeks to verify the link between these factors and the perceived minimisation of operational costs. Available literature was reviewed and data was collected using a suitably designed questionnaire for this research. This research paper has led to recommendations that should inform the tug acquisition decisions and raise the awareness of the marine employees to relate the factors set out above to minimise operational costs.
- Full Text:
- Date Issued: 2010
- Authors: Dlamini, Dumsani Andrieson
- Date: 2010
- Subjects: Tugboats -- South Africa -- Port Elizabeth , Harbors -- South Africa -- Port Elizabeth , Propulsion systems
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8643 , http://hdl.handle.net/10948/1422 , Tugboats -- South Africa -- Port Elizabeth , Harbors -- South Africa -- Port Elizabeth , Propulsion systems
- Description: The shipping industry is reliant on port authorities for the facilitation of safe entry and departure of ships at the ports. This role can not be fulfilled without the assistance of harbour tugs which are run by the marine operations section of the Transnet National Ports Authority. The tugs have to be safe and efficient in the process of pulling and pushing ships around the harbour. Harbour tugs are expensive to acquire and to maintain. The marine operations business has to make appropriate choices of tug propulsion design in order to realise the benefits of the tugs acquired by the ports authority. This can be achieved by analysing the current tugs that the operations are using, which will then serve as valuable information when the time for asset replacement is due. The researcher chose to use the two tug propulsion designs currently used by the Port Elizabeth harbour tugs as a basis for this analysis. The analysis links the three factors of maintenance management, equipment efficiency and equipment safety, to the minimisation of operational costs as perceived by the tug personnel, the pilots and the marine managers. This study seeks to verify the link between these factors and the perceived minimisation of operational costs. Available literature was reviewed and data was collected using a suitably designed questionnaire for this research. This research paper has led to recommendations that should inform the tug acquisition decisions and raise the awareness of the marine employees to relate the factors set out above to minimise operational costs.
- Full Text:
- Date Issued: 2010
Analysing the impact of a selected economic activity on Oudsthoorn's economy
- Authors: Van Schalkwyk, Aren
- Date: 2010
- Subjects: Economic development projects -- South Africa , Economic growth -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8694 , http://hdl.handle.net/10948/1104 , Economic development projects -- South Africa , Economic growth -- South Africa
- Description: Property development, by its very nature is an element of the economy and can be regarded as a multifaceted business, encompassing activities that include the development of undeveloped land by constructing residential, commercial and industrial buildings, either for leasing or selling. Based on the aforesaid, property development therefore has direct, indirect and induced impacts on the economy. Economic impact refers to the effects, positive or negative, on the level of economic activity in a given area. Measuring economic impact requires a baseline assessment conducted before the activity (property development) occurs and a second, comparable assessment conducted after the activity (property development) occurs. By using the Input- Output Model methodology, various anticipated direct and indirect economic impacts can be quantified. These economic impacts are derived using an understanding of economic cause-effect relationships. The principle of cause-effect is that for any economic action, there can be a multitude of different economic reactions (effects). For the purposes of this treatise, the main cause/action is the implementation of the proposed Alphen Aan Den Rijn Retirement and Lifestyle Village development in Oudtshoorn. The result is a number of direct potential/probable effects, which also have a range of indirect potential/probable effects. Based on the findings of the Input-Output Model, it is clear that the implementation of Alphen will have significant positive socio-economic benefits, e.g. additional business sales, additional GGP and additional employment for the local and regional environment. To ensure that these positive impacts are maximised for the benefit of the overall economy of Oudtshoorn as well as the population of Oudtshoorn, management strategies and mechanisms pertaining to the following are suggested for incorporation into the development proposal: • Workplace Skills Plan; • Labour Contracts; • Service Carrying Capacity Management Plan; • Economic Sustainability; and • Social Sustainability.
- Full Text:
- Date Issued: 2010
- Authors: Van Schalkwyk, Aren
- Date: 2010
- Subjects: Economic development projects -- South Africa , Economic growth -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8694 , http://hdl.handle.net/10948/1104 , Economic development projects -- South Africa , Economic growth -- South Africa
- Description: Property development, by its very nature is an element of the economy and can be regarded as a multifaceted business, encompassing activities that include the development of undeveloped land by constructing residential, commercial and industrial buildings, either for leasing or selling. Based on the aforesaid, property development therefore has direct, indirect and induced impacts on the economy. Economic impact refers to the effects, positive or negative, on the level of economic activity in a given area. Measuring economic impact requires a baseline assessment conducted before the activity (property development) occurs and a second, comparable assessment conducted after the activity (property development) occurs. By using the Input- Output Model methodology, various anticipated direct and indirect economic impacts can be quantified. These economic impacts are derived using an understanding of economic cause-effect relationships. The principle of cause-effect is that for any economic action, there can be a multitude of different economic reactions (effects). For the purposes of this treatise, the main cause/action is the implementation of the proposed Alphen Aan Den Rijn Retirement and Lifestyle Village development in Oudtshoorn. The result is a number of direct potential/probable effects, which also have a range of indirect potential/probable effects. Based on the findings of the Input-Output Model, it is clear that the implementation of Alphen will have significant positive socio-economic benefits, e.g. additional business sales, additional GGP and additional employment for the local and regional environment. To ensure that these positive impacts are maximised for the benefit of the overall economy of Oudtshoorn as well as the population of Oudtshoorn, management strategies and mechanisms pertaining to the following are suggested for incorporation into the development proposal: • Workplace Skills Plan; • Labour Contracts; • Service Carrying Capacity Management Plan; • Economic Sustainability; and • Social Sustainability.
- Full Text:
- Date Issued: 2010
Applying a lean engagement assessment tool to improve the probability of successful lean implementation at AB company
- Authors: Kleinhans, Carel Pretorious
- Date: 2010
- Subjects: Lean manufacturing , Engagement (Philosophy) , Preparedness
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8593 , http://hdl.handle.net/10948/1521 , Lean manufacturing , Engagement (Philosophy) , Preparedness
- Description: Competitiveness is crucial to achieving solid future national economics. A nation’s competitiveness reflects the extent to which it is able to provide increased prosperity to its citizens. Competitiveness can be defined to include the level of productivity of a country. This, in turn, sets the sustainability level of prosperity that can be achieved by an economy (Porter & Schwab, 2008). President Mbeki stated in the 2004 State of the Nation Address that “(South Africa) must continue to focus on the growth, development, and modernisation of the First Economy” (National Research Foundation, n.d.). The National Research Foundation (n.d.) claims that knowledge, innovation, and productivity, as well as optimal use of resources in the enterprise, are key to a competitive, sustainable growing economy. Firms involved in lean manufacturing do so to improve overall company performance in terms of productivity, efficiency, profitability and reducing costs. More than 90 per cent of these firms claim to be successful in achieving such goals. There is a clear association between the use of lean manufacturing and achieving higher productivity (Lucey, 2008a). Against this research and the claims made by the National Research Foundation it may be stated that lean manufacturing results will impact positively on an economy’s growth. AB Company will be evaluated in terms of the readiness and future sustainability of its lean transformation for the purposes of this study. It is anticipated that the results of this study will contribute toward reducing the risk of failure associated with a major lean transformation in the business.
- Full Text:
- Date Issued: 2010
- Authors: Kleinhans, Carel Pretorious
- Date: 2010
- Subjects: Lean manufacturing , Engagement (Philosophy) , Preparedness
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8593 , http://hdl.handle.net/10948/1521 , Lean manufacturing , Engagement (Philosophy) , Preparedness
- Description: Competitiveness is crucial to achieving solid future national economics. A nation’s competitiveness reflects the extent to which it is able to provide increased prosperity to its citizens. Competitiveness can be defined to include the level of productivity of a country. This, in turn, sets the sustainability level of prosperity that can be achieved by an economy (Porter & Schwab, 2008). President Mbeki stated in the 2004 State of the Nation Address that “(South Africa) must continue to focus on the growth, development, and modernisation of the First Economy” (National Research Foundation, n.d.). The National Research Foundation (n.d.) claims that knowledge, innovation, and productivity, as well as optimal use of resources in the enterprise, are key to a competitive, sustainable growing economy. Firms involved in lean manufacturing do so to improve overall company performance in terms of productivity, efficiency, profitability and reducing costs. More than 90 per cent of these firms claim to be successful in achieving such goals. There is a clear association between the use of lean manufacturing and achieving higher productivity (Lucey, 2008a). Against this research and the claims made by the National Research Foundation it may be stated that lean manufacturing results will impact positively on an economy’s growth. AB Company will be evaluated in terms of the readiness and future sustainability of its lean transformation for the purposes of this study. It is anticipated that the results of this study will contribute toward reducing the risk of failure associated with a major lean transformation in the business.
- Full Text:
- Date Issued: 2010
Assessing a marketing strategy for an engineering consulting company
- Authors: Maliti, Mbulelo Bruce
- Date: 2010
- Subjects: Construction industry -- Customer services -- Marketing , Consulting engineers -- Customer services -- South Africa , Design services -- Marketing , Project management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8626 , http://hdl.handle.net/10948/1489 , Construction industry -- Customer services -- Marketing , Consulting engineers -- Customer services -- South Africa , Design services -- Marketing , Project management
- Description: The engineering consulting industry in South Africa witnessed an overwhelming growth before the 2010 Fifa World Cup. The country had a lot of infrastructural development that needed the services of consulting engineers. A lot of people saw the challenge as a business opportunity and started their own consulting engineering companies. The demand for consulting engineering services was high before the 2010 Fifa World Cup; this changed after the completion of projects that were due for the world cup and some had to close or retrench staff due to scarcity of projects. The completion of 2010 Fifa World Cup projects is not the only challenge faced by the engineering consulting sector; government policies such tendering and procurement procedures that do not acknowledge performance, lack of funding etc. It is therefore important that companies look for better ways of gaining competitiveness in order to get more projects. These companies must not only rely on government projects but do marketing on the private sector as well. The purpose of the research is to assess and develop a marketing strategy for Company X Consulting engineers. A literature study on most successful marketing strategies employed by other service oriented companies was conducted. The literature study also comprised of the perception of marketing amongst consulting engineering companies. From the literature study mentioned above; questionnaires were drawn towards the development of a marketing strategy for Company X consulting engineers. The findings of the questionnaires were analysed and recommendation were made for the development of a marketing strategy for Company X.
- Full Text:
- Date Issued: 2010
- Authors: Maliti, Mbulelo Bruce
- Date: 2010
- Subjects: Construction industry -- Customer services -- Marketing , Consulting engineers -- Customer services -- South Africa , Design services -- Marketing , Project management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8626 , http://hdl.handle.net/10948/1489 , Construction industry -- Customer services -- Marketing , Consulting engineers -- Customer services -- South Africa , Design services -- Marketing , Project management
- Description: The engineering consulting industry in South Africa witnessed an overwhelming growth before the 2010 Fifa World Cup. The country had a lot of infrastructural development that needed the services of consulting engineers. A lot of people saw the challenge as a business opportunity and started their own consulting engineering companies. The demand for consulting engineering services was high before the 2010 Fifa World Cup; this changed after the completion of projects that were due for the world cup and some had to close or retrench staff due to scarcity of projects. The completion of 2010 Fifa World Cup projects is not the only challenge faced by the engineering consulting sector; government policies such tendering and procurement procedures that do not acknowledge performance, lack of funding etc. It is therefore important that companies look for better ways of gaining competitiveness in order to get more projects. These companies must not only rely on government projects but do marketing on the private sector as well. The purpose of the research is to assess and develop a marketing strategy for Company X Consulting engineers. A literature study on most successful marketing strategies employed by other service oriented companies was conducted. The literature study also comprised of the perception of marketing amongst consulting engineering companies. From the literature study mentioned above; questionnaires were drawn towards the development of a marketing strategy for Company X consulting engineers. The findings of the questionnaires were analysed and recommendation were made for the development of a marketing strategy for Company X.
- Full Text:
- Date Issued: 2010
Attracting and retaining customers in South Adrica's banking sector
- Authors: Anani, Ajibola Plakunle
- Date: 2010
- Subjects: Banks and banking -- Customer services -- South Africa -- Port Elizabeth , Customer relations -- Management , Consumer satisfaction -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8575 , http://hdl.handle.net/10948/1532 , Banks and banking -- Customer services -- South Africa -- Port Elizabeth , Customer relations -- Management , Consumer satisfaction -- South Africa -- Port Elizabeth
- Description: The business environment and the economy of the society today are continuously witnessing the impact of globalisation. Telecommunication advancement and transportation has greatly made the impact of globalisation to be felt. Globalisation though argued to have its merits and its demerits have resulted in fierce competition amongst businesses. The banking industry is not isolated from these competitions. Any business wishing to survive and stay profitable in the recent world must be able to compete in the global economy. Hence, for any bank to sustain itself and remain profitable it must be able to withstand the competition in the environment it operates. To be able to compete in the banking industry means delivering better services to customers than competitors. This study presents how the South African banks can satisfy their customers and remain profitable in the face of competition. The South African banking industry consists of local and foreign banks and these banks compete for customers in the environment in which they are located. Increase in different branches by different banks has made the competition even fierce. In other to suggest recommendations for the South African banks to satisfy their customers and become profitable, the researcher identified some problem areas that need to be improved upon. These include customer loyalty, relationship banking and electronic banking. These variables were researched to understand how they affect the banks and the customers and where tested using both a qualitative and a quantitative analysis to ascertain if the customers were satisfied with the banks‟ approach of managing these variables. The results indicated that the customers were satisfied to a lesser extent. Any bank wishing to satisfy its customers and remain profitable in other to compete in the industry needs to satisfy the customer to a large extent. Therefore, recommendations where suggested based on the empirical results to help improve the banking industry‟s ways of attracting and retaining customers. The former will lead to customer satisfaction which again will lead to increased profitability.
- Full Text:
- Date Issued: 2010
- Authors: Anani, Ajibola Plakunle
- Date: 2010
- Subjects: Banks and banking -- Customer services -- South Africa -- Port Elizabeth , Customer relations -- Management , Consumer satisfaction -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8575 , http://hdl.handle.net/10948/1532 , Banks and banking -- Customer services -- South Africa -- Port Elizabeth , Customer relations -- Management , Consumer satisfaction -- South Africa -- Port Elizabeth
- Description: The business environment and the economy of the society today are continuously witnessing the impact of globalisation. Telecommunication advancement and transportation has greatly made the impact of globalisation to be felt. Globalisation though argued to have its merits and its demerits have resulted in fierce competition amongst businesses. The banking industry is not isolated from these competitions. Any business wishing to survive and stay profitable in the recent world must be able to compete in the global economy. Hence, for any bank to sustain itself and remain profitable it must be able to withstand the competition in the environment it operates. To be able to compete in the banking industry means delivering better services to customers than competitors. This study presents how the South African banks can satisfy their customers and remain profitable in the face of competition. The South African banking industry consists of local and foreign banks and these banks compete for customers in the environment in which they are located. Increase in different branches by different banks has made the competition even fierce. In other to suggest recommendations for the South African banks to satisfy their customers and become profitable, the researcher identified some problem areas that need to be improved upon. These include customer loyalty, relationship banking and electronic banking. These variables were researched to understand how they affect the banks and the customers and where tested using both a qualitative and a quantitative analysis to ascertain if the customers were satisfied with the banks‟ approach of managing these variables. The results indicated that the customers were satisfied to a lesser extent. Any bank wishing to satisfy its customers and remain profitable in other to compete in the industry needs to satisfy the customer to a large extent. Therefore, recommendations where suggested based on the empirical results to help improve the banking industry‟s ways of attracting and retaining customers. The former will lead to customer satisfaction which again will lead to increased profitability.
- Full Text:
- Date Issued: 2010
Attraction and retention of non-family business employees
- Authors: Van Zyl, Jacques
- Date: 2010
- Subjects: Family-owned business enterprises , Employee retention
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8653 , http://hdl.handle.net/10948/1365 , Family-owned business enterprises , Employee retention
- Description: The purpose of this research treatise was to identify specific aspects related to employees in a non-family owned business that can be adopted by family owned businesses in order to attract, attain and motivate non-family employees. The focus of the researched aspect was based on seven categories of business management, namely; governance, policies and procedures, direction and planning, leadership, employee development, rewards and other general related characteristics. The research commenced with a literature review, which centered on background information pertaining to family owned businesses and specific aspects related to organisation and management thereof. It was assessed that very few completed research papers exit that addressed the topic as indicated above. The research focussed on a medium sized, non-family owned business within the consulting engineering industry. The physical research consisted of a questionnaire distributed to all of the employees of the particular firm. The questionnaire was made up of two sections. The first was a typical Likert scale type and the second, open ended questions. The questions of both question sets were categorised in specific business control and management topics, namely: - Governance; - Policies and procedures; - Direction and planning; - Leadership; - Employee development; - Rewards; and, - General aspects. The primary objective of this study was to identify and explore the factors that are regarded to be important by unrelated employees in work environment, specifically focusing on attaining, retaining and motivating aspects. The study found that the average employee prefers to have desire for formal management structures and see succession planning not only as an important sustainable business strategy, but also as an underlying motivation principle. Also identified were the partialities towards formal employee management systems, employee development, and the value of monetary rewards.
- Full Text:
- Date Issued: 2010
- Authors: Van Zyl, Jacques
- Date: 2010
- Subjects: Family-owned business enterprises , Employee retention
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8653 , http://hdl.handle.net/10948/1365 , Family-owned business enterprises , Employee retention
- Description: The purpose of this research treatise was to identify specific aspects related to employees in a non-family owned business that can be adopted by family owned businesses in order to attract, attain and motivate non-family employees. The focus of the researched aspect was based on seven categories of business management, namely; governance, policies and procedures, direction and planning, leadership, employee development, rewards and other general related characteristics. The research commenced with a literature review, which centered on background information pertaining to family owned businesses and specific aspects related to organisation and management thereof. It was assessed that very few completed research papers exit that addressed the topic as indicated above. The research focussed on a medium sized, non-family owned business within the consulting engineering industry. The physical research consisted of a questionnaire distributed to all of the employees of the particular firm. The questionnaire was made up of two sections. The first was a typical Likert scale type and the second, open ended questions. The questions of both question sets were categorised in specific business control and management topics, namely: - Governance; - Policies and procedures; - Direction and planning; - Leadership; - Employee development; - Rewards; and, - General aspects. The primary objective of this study was to identify and explore the factors that are regarded to be important by unrelated employees in work environment, specifically focusing on attaining, retaining and motivating aspects. The study found that the average employee prefers to have desire for formal management structures and see succession planning not only as an important sustainable business strategy, but also as an underlying motivation principle. Also identified were the partialities towards formal employee management systems, employee development, and the value of monetary rewards.
- Full Text:
- Date Issued: 2010
Environmental constraints affecting farmers in the Great-Kei Region
- Authors: Mtintsilana, Tando
- Date: 2010
- Subjects: Agriculture -- Environmental aspects , Agricultural ecology , Agricultural conservation , Farm management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8622 , http://hdl.handle.net/10948/1502 , Agriculture -- Environmental aspects , Agricultural ecology , Agricultural conservation , Farm management
- Description: The sustainable use of the environment for agriculture has become a global priority, requiring urgent solutions in view of intensifying competition. The South African government and the agricultural sector drafted a strategic plan for South African Agriculture. In this plan it was argued that the potential for the horizontal expansion of agricultural production is limited with one of the limitations being that unused high and medium potential land is scarce. This implies that the challenge for higher agricultural production is immense because primarily it would have to come from increased efficiency. All businesses are confronted by change at some time in their history in which agribusiness in South Africa has been subjected to changes in its past. In this era of hyper competition, agribusinesses are faced with constant change. It is how businesses deal with that change that will determine how successful they will remain in the future. The main problem of this research was to determine if farmers in the Great-Kei Region have the appropriate strategies in place to manage environmental constraints effectively. Therefore, the identification and isolation of prominent environmental constraints, through literature review and survey data gathered and analysed, would assist agribusinesses in the planning and prioritising of investments. The investment would be aimed at facilitating the development and sustainable growth in the Great-Kei Region. In this study, a quantitative, descriptive and non-experimental research design was followed. The target population of the study was farmers with farming businesses operating in the Great-Kei Region. There was data obtained from the Eastern Cape Department of Agriculture provincial office in Komga servicing the Great-Kei Region. The data obtained were lists of registered commercial farmers from the Komga iv Agricultural Association and emerging farmers operation in the region. The data obtained did not include all the farmers operating in the Great-Kei Region. The combined sum of farmers from both lists was 38 farmers (N = 38). The population N = 38 was used as a sampling frame representing the population of farmers in the Great-Kei Region. The population of this study consisted of owners or farm managers running the farming businesses and excludes other farm employees employed at the farms. Farmers with agribusinesses in the area who produced either livestock farming or crop farming or both were included for the study. The results of the survey revealed key findings, which enabled the researcher to draw meaningful conclusions and recommendations. The recommendations suggested how farmers can overcome the identified macro, micro and internal environmental constraints affecting them in the Great-Kei Region. Further identification of strategies currently employed by farmers in managing environmental constraints and the competency levels, indicated where gaps resided with strategies currently employed by farmers and where possible change would be required.
- Full Text:
- Date Issued: 2010
- Authors: Mtintsilana, Tando
- Date: 2010
- Subjects: Agriculture -- Environmental aspects , Agricultural ecology , Agricultural conservation , Farm management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8622 , http://hdl.handle.net/10948/1502 , Agriculture -- Environmental aspects , Agricultural ecology , Agricultural conservation , Farm management
- Description: The sustainable use of the environment for agriculture has become a global priority, requiring urgent solutions in view of intensifying competition. The South African government and the agricultural sector drafted a strategic plan for South African Agriculture. In this plan it was argued that the potential for the horizontal expansion of agricultural production is limited with one of the limitations being that unused high and medium potential land is scarce. This implies that the challenge for higher agricultural production is immense because primarily it would have to come from increased efficiency. All businesses are confronted by change at some time in their history in which agribusiness in South Africa has been subjected to changes in its past. In this era of hyper competition, agribusinesses are faced with constant change. It is how businesses deal with that change that will determine how successful they will remain in the future. The main problem of this research was to determine if farmers in the Great-Kei Region have the appropriate strategies in place to manage environmental constraints effectively. Therefore, the identification and isolation of prominent environmental constraints, through literature review and survey data gathered and analysed, would assist agribusinesses in the planning and prioritising of investments. The investment would be aimed at facilitating the development and sustainable growth in the Great-Kei Region. In this study, a quantitative, descriptive and non-experimental research design was followed. The target population of the study was farmers with farming businesses operating in the Great-Kei Region. There was data obtained from the Eastern Cape Department of Agriculture provincial office in Komga servicing the Great-Kei Region. The data obtained were lists of registered commercial farmers from the Komga iv Agricultural Association and emerging farmers operation in the region. The data obtained did not include all the farmers operating in the Great-Kei Region. The combined sum of farmers from both lists was 38 farmers (N = 38). The population N = 38 was used as a sampling frame representing the population of farmers in the Great-Kei Region. The population of this study consisted of owners or farm managers running the farming businesses and excludes other farm employees employed at the farms. Farmers with agribusinesses in the area who produced either livestock farming or crop farming or both were included for the study. The results of the survey revealed key findings, which enabled the researcher to draw meaningful conclusions and recommendations. The recommendations suggested how farmers can overcome the identified macro, micro and internal environmental constraints affecting them in the Great-Kei Region. Further identification of strategies currently employed by farmers in managing environmental constraints and the competency levels, indicated where gaps resided with strategies currently employed by farmers and where possible change would be required.
- Full Text:
- Date Issued: 2010
Facilitating customer retention in hotels in the Garden Route
- Authors: Slabbert, Gabriel Johannes
- Date: 2010
- Subjects: Hospitality industry -- South Africa -- Garden Route , Customer relations
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8613 , http://hdl.handle.net/10948/1552 , Hospitality industry -- South Africa -- Garden Route , Customer relations
- Description: Over the past few decades, customer satisfaction, customer retention and policies and procedures to sustain the above mentioned, have earned great amount of lip service. The importance of satisfied customer percentage have been emphasized by theories even longer before the best advised companies have done so. It is only recently, on the eve of the Soccer World cup 2010 that the issue has been narrowed down to truly hard relationships and one hard question: “Will the guest visiting the hospitality establishment frequent the hotel?” Two vital financial catalysts were used as basis for customer retention. The first is that of old customer’s costs much less than acquisition of new ones and the profit generated from the retained customer must therefore handsomely exceed the harvest reaped from the new clientele. Retaining customers have become an intangible asset in the sense that their value demonstrates the return that is won by successful efforts to satisfy the customers so greatly that they and their custom literally and figuratively stays with you. South Africa has lured even the loneliest traveller to the scenic beauty that is cradled by the country and its surroundings. When taking the former into consideration, South African businesses have enjoyed an increased appreciation and application of Business Management and its accompanying principles. The hospitality industry should therefore embrace the business management principles with specific emphasis on Total Quality Management (TQM); providing managers with the capacity to think strategically about the organisation, its business position, how it can gain sustainable competitive advantage and how its business management strategy can be implemented and executed successfully. The latter forms the basis for ensuring the smooth running of operations and ultimately, ensuring guests have a wonderful experience at the particular establishment. There is a strong belief that lodging facilities in the Garden Route area has experienced low customer retention due to a lack of comprehensive implementation of Total Quality Management principles which impedes on the establishments to reach their optimum profit levels. It is for this reason that this thesis will argue the importance of the systematic client retention as a strategic mandate in today’s service markets. Commercial reality demand long and lasting relationships that are beneficial to both the hospitality related establishment and their customers. The hypothesis used is the application of Total Quality Management as a Business Management Strategy which will facilitate customer retention in hospitality related industries such as hotels situated in the Garden Route area. Research shows that service expectations of customers and potential customers have escalated. Hospitality businesses found that implementation of quality processes to be a vital competitive component. However, many hotels are still struggling to reach a real understanding of what is meant by TQM. The research data indicates that 93 percent of hotels in the Garden Route do not follow a TQM program although all the hotels were familiar with the concept. This might be the reason why most hotels neglect customer retention activities. The literature reviewed in chapter two considers the customer retention activities evaluated in the questionnaire as important to retain guests. Hotels in the Garden Route do not perform these activities to the extent of success. Hotel managers thus know what to do in order to retain guests but the problem is quite simple, they do not always implement the necessary strategies.
- Full Text:
- Date Issued: 2010
- Authors: Slabbert, Gabriel Johannes
- Date: 2010
- Subjects: Hospitality industry -- South Africa -- Garden Route , Customer relations
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8613 , http://hdl.handle.net/10948/1552 , Hospitality industry -- South Africa -- Garden Route , Customer relations
- Description: Over the past few decades, customer satisfaction, customer retention and policies and procedures to sustain the above mentioned, have earned great amount of lip service. The importance of satisfied customer percentage have been emphasized by theories even longer before the best advised companies have done so. It is only recently, on the eve of the Soccer World cup 2010 that the issue has been narrowed down to truly hard relationships and one hard question: “Will the guest visiting the hospitality establishment frequent the hotel?” Two vital financial catalysts were used as basis for customer retention. The first is that of old customer’s costs much less than acquisition of new ones and the profit generated from the retained customer must therefore handsomely exceed the harvest reaped from the new clientele. Retaining customers have become an intangible asset in the sense that their value demonstrates the return that is won by successful efforts to satisfy the customers so greatly that they and their custom literally and figuratively stays with you. South Africa has lured even the loneliest traveller to the scenic beauty that is cradled by the country and its surroundings. When taking the former into consideration, South African businesses have enjoyed an increased appreciation and application of Business Management and its accompanying principles. The hospitality industry should therefore embrace the business management principles with specific emphasis on Total Quality Management (TQM); providing managers with the capacity to think strategically about the organisation, its business position, how it can gain sustainable competitive advantage and how its business management strategy can be implemented and executed successfully. The latter forms the basis for ensuring the smooth running of operations and ultimately, ensuring guests have a wonderful experience at the particular establishment. There is a strong belief that lodging facilities in the Garden Route area has experienced low customer retention due to a lack of comprehensive implementation of Total Quality Management principles which impedes on the establishments to reach their optimum profit levels. It is for this reason that this thesis will argue the importance of the systematic client retention as a strategic mandate in today’s service markets. Commercial reality demand long and lasting relationships that are beneficial to both the hospitality related establishment and their customers. The hypothesis used is the application of Total Quality Management as a Business Management Strategy which will facilitate customer retention in hospitality related industries such as hotels situated in the Garden Route area. Research shows that service expectations of customers and potential customers have escalated. Hospitality businesses found that implementation of quality processes to be a vital competitive component. However, many hotels are still struggling to reach a real understanding of what is meant by TQM. The research data indicates that 93 percent of hotels in the Garden Route do not follow a TQM program although all the hotels were familiar with the concept. This might be the reason why most hotels neglect customer retention activities. The literature reviewed in chapter two considers the customer retention activities evaluated in the questionnaire as important to retain guests. Hotels in the Garden Route do not perform these activities to the extent of success. Hotel managers thus know what to do in order to retain guests but the problem is quite simple, they do not always implement the necessary strategies.
- Full Text:
- Date Issued: 2010
Factors affecting information technology implementation in the mobile telecommunications industry: a family business case
- Authors: De Jong, Piet
- Date: 2010
- Subjects: Mobile communication systems -- Technological innovations , Family-owned business enterprises -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8629 , http://hdl.handle.net/10948/1486 , Mobile communication systems -- Technological innovations , Family-owned business enterprises -- South Africa
- Description: This treatise investigates how information technology (I.T.) enables growth in a family business (the firm) in Port Elizabeth. The firm operates in the mobile telecommunications sector. The objective of the study is to gain a deeper understanding on why family businesses adopt information technology in their firm by means of a case study. The firm found its technology (or lack thereof) completely out-dated compared to the competition and customer demands. The future of the firm was in jeopardy. The study starts with a literature review of the following three topics which form part of the scope of the research: 1. Family businesses; 2. Influence of I.T. as a driver of growth in business; and 3. An introduction into the mobile telecommunications industry. Data are collected through structured interviews with family members involved in the business. The data are consequently linked to the theory and provides insight as to what the drivers are for I.T. adoption and the required core competencies or critical success factors of the firm. Although it might seem trivial for a small family business to adopt information technology, the research concludes that I.T. is critical for continuous growth and survival of this family business. Conversely due to a lack of internal skills the firm is heavily reliant upon outside consultants for advice, implementation and support. Recommendations which are of particular interest to family businesses in a similar environment are: • Embrace technology early, utilise I.T. solutions to grow and enhance current competitive advantage, do not see I.T. as a competitive advantage alone (Pavlou & Sawy, 2006); • If information expertise is not present within the company it is advisable to invest in that expertise through recruitment, training, partnership, or outsourcing; • Ensure software meets specification / is effective enough – this can be achieved by frequent releases cycles with small changes instead of infrequent release cycles with many big changes; • Engage the consultants in a partnership by i.e. providing a profit share – this will ensure that the consultants are committed to the cause and will also ensure that their involvement is also in their own best interest; • Choose local consultants who are easily accessible – build relationships and focus on trust; • Create lock-in (Amit & Zott, 2001), provide tools free-ofcharge for customers, this will make switching to competitor more difficult; • Automate as much as possible, enable standard work practices, routinize; • Be ready to adjust the organisational structure or relinquish control (Bruquea & Moyanob, 2007)
- Full Text:
- Date Issued: 2010
- Authors: De Jong, Piet
- Date: 2010
- Subjects: Mobile communication systems -- Technological innovations , Family-owned business enterprises -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8629 , http://hdl.handle.net/10948/1486 , Mobile communication systems -- Technological innovations , Family-owned business enterprises -- South Africa
- Description: This treatise investigates how information technology (I.T.) enables growth in a family business (the firm) in Port Elizabeth. The firm operates in the mobile telecommunications sector. The objective of the study is to gain a deeper understanding on why family businesses adopt information technology in their firm by means of a case study. The firm found its technology (or lack thereof) completely out-dated compared to the competition and customer demands. The future of the firm was in jeopardy. The study starts with a literature review of the following three topics which form part of the scope of the research: 1. Family businesses; 2. Influence of I.T. as a driver of growth in business; and 3. An introduction into the mobile telecommunications industry. Data are collected through structured interviews with family members involved in the business. The data are consequently linked to the theory and provides insight as to what the drivers are for I.T. adoption and the required core competencies or critical success factors of the firm. Although it might seem trivial for a small family business to adopt information technology, the research concludes that I.T. is critical for continuous growth and survival of this family business. Conversely due to a lack of internal skills the firm is heavily reliant upon outside consultants for advice, implementation and support. Recommendations which are of particular interest to family businesses in a similar environment are: • Embrace technology early, utilise I.T. solutions to grow and enhance current competitive advantage, do not see I.T. as a competitive advantage alone (Pavlou & Sawy, 2006); • If information expertise is not present within the company it is advisable to invest in that expertise through recruitment, training, partnership, or outsourcing; • Ensure software meets specification / is effective enough – this can be achieved by frequent releases cycles with small changes instead of infrequent release cycles with many big changes; • Engage the consultants in a partnership by i.e. providing a profit share – this will ensure that the consultants are committed to the cause and will also ensure that their involvement is also in their own best interest; • Choose local consultants who are easily accessible – build relationships and focus on trust; • Create lock-in (Amit & Zott, 2001), provide tools free-ofcharge for customers, this will make switching to competitor more difficult; • Automate as much as possible, enable standard work practices, routinize; • Be ready to adjust the organisational structure or relinquish control (Bruquea & Moyanob, 2007)
- Full Text:
- Date Issued: 2010
Improving customer service through effective supply chain management in a pharmaceutical company
- Authors: Rothner, Donne
- Date: 2010
- Subjects: Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8625 , http://hdl.handle.net/10948/1490 , Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Description: All organisations compete on the basis of service. In today‘s highly competitive world, organisations need to compete to retain their customers and to offer good customer service that will give them a competitive advantage. In the South African pharmaceutical market, the introduction of the Single Exit Price (SEP) and generic substitution have led to the price of equivalent medicines no longer being the differentiating factor in a customer deciding which manufacturer‘s product to purchase. The availability of generic medicines at the pharmacy or hospital has become the differentiating factor. Two types of customers exist in any organisation, namely, external customers and internal customers. Much has been written about the external customer, but less about the internal customer. Many managers do not perceive internal customer service as a priority. Any organisation attempting to deliver quality service to their external customers must begin by serving the needs of their internal customers. Internal service quality is characterised by the attitudes that people have towards one another and in the way that employees serve one another inside the organisation. By improving customer service, the organisation can improve its profitability, sustainability and customer retention. The aim of this study was to determine whether the levels of internal customer service between the three sections of Aspen Pharmacare are optimal. Determining the current performance levels between the staff of the sections will assist in highlighting the areas that require attention. The three sections of Aspen Pharmacare that are internal customers of one another and have been used in the study are: - production; - demand planning; and - distribution. The results of the study show that all three sections rate three service quality dimensions (communication, tangibles and reliability) as important. The results were used to develop an internal customer service model for Aspen Pharmacare.
- Full Text:
- Date Issued: 2010
- Authors: Rothner, Donne
- Date: 2010
- Subjects: Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8625 , http://hdl.handle.net/10948/1490 , Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Description: All organisations compete on the basis of service. In today‘s highly competitive world, organisations need to compete to retain their customers and to offer good customer service that will give them a competitive advantage. In the South African pharmaceutical market, the introduction of the Single Exit Price (SEP) and generic substitution have led to the price of equivalent medicines no longer being the differentiating factor in a customer deciding which manufacturer‘s product to purchase. The availability of generic medicines at the pharmacy or hospital has become the differentiating factor. Two types of customers exist in any organisation, namely, external customers and internal customers. Much has been written about the external customer, but less about the internal customer. Many managers do not perceive internal customer service as a priority. Any organisation attempting to deliver quality service to their external customers must begin by serving the needs of their internal customers. Internal service quality is characterised by the attitudes that people have towards one another and in the way that employees serve one another inside the organisation. By improving customer service, the organisation can improve its profitability, sustainability and customer retention. The aim of this study was to determine whether the levels of internal customer service between the three sections of Aspen Pharmacare are optimal. Determining the current performance levels between the staff of the sections will assist in highlighting the areas that require attention. The three sections of Aspen Pharmacare that are internal customers of one another and have been used in the study are: - production; - demand planning; and - distribution. The results of the study show that all three sections rate three service quality dimensions (communication, tangibles and reliability) as important. The results were used to develop an internal customer service model for Aspen Pharmacare.
- Full Text:
- Date Issued: 2010
Improving economic development through effective communication strategies in Nelson Mandela Bay
- Authors: Headbush, Shambalda
- Date: 2010
- Subjects: Communication in economic development
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8666 , http://hdl.handle.net/10948/1246 , Communication in economic development
- Description: The purpose of this study is to improve Local Economic Development (LED) through effective communication strategies between Local Government and the Private sector in Nelson Mandela Bay. The study has been carried out by means of a literature and a primary study. Effective communication is one of the key elements which contribute to the success of Local Economic Development implementation. The communication strategies in Local Economic Development have been discussed and analysed to determine the ineffective methods of communication in Local Economic Development implementation. The literature indicated that a good communication strategy is determining the most effective method of communicating with ones’ target audience. The findings of the primary study revealed that the communication strategy between the stakeholders was not fully maximised in improving Local Economic Development implementation. It also revealed secondary factors that contributed to the ineffectiveness of Local Economic Development implementation. In order to improve the current communication strategies, the researcher recommended that new forms of communication medium between Government and the Private sector could be introduced. Lastly, the secondary factors which contribute to ineffective Local Economic Development implementation were analysed and recommendations were suggested.
- Full Text:
- Date Issued: 2010
- Authors: Headbush, Shambalda
- Date: 2010
- Subjects: Communication in economic development
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8666 , http://hdl.handle.net/10948/1246 , Communication in economic development
- Description: The purpose of this study is to improve Local Economic Development (LED) through effective communication strategies between Local Government and the Private sector in Nelson Mandela Bay. The study has been carried out by means of a literature and a primary study. Effective communication is one of the key elements which contribute to the success of Local Economic Development implementation. The communication strategies in Local Economic Development have been discussed and analysed to determine the ineffective methods of communication in Local Economic Development implementation. The literature indicated that a good communication strategy is determining the most effective method of communicating with ones’ target audience. The findings of the primary study revealed that the communication strategy between the stakeholders was not fully maximised in improving Local Economic Development implementation. It also revealed secondary factors that contributed to the ineffectiveness of Local Economic Development implementation. In order to improve the current communication strategies, the researcher recommended that new forms of communication medium between Government and the Private sector could be introduced. Lastly, the secondary factors which contribute to ineffective Local Economic Development implementation were analysed and recommendations were suggested.
- Full Text:
- Date Issued: 2010
Improving project implementation in firms
- Authors: Hassen, Ismail
- Date: 2010
- Subjects: Project management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8667 , http://hdl.handle.net/10948/1245 , Project management -- South Africa
- Description: Project implementation appears to be one the most difficult aspects of a manager’s job. The purpose of project management is to forecast or anticipate potential dangers and problems that may jeopardise the success of a project and then to plan, organise and control activities that will lead to the successful completion of projects in spite of all the envisaged risks. It is estimated that more than 80% of projects run late or over budget. Such failure often sinks small firms and erodes profits of larger organisations. Project implementation is therefore critical to the success of both small and big firms. The primary objective of this study is to improve project management in firms by investigating the variables that influence project implementation. More specifically, the study investigates the influence of organisational communication, leadership, business process management and resistance to change on project implementation. The sample consisted of 170 employees in a cross-section of industries. The sample was stratified to include senior managers, managers, supervisors and lower level employees. The empirical results show that organisational communication, participatory leadership, retention of the status quo and goal-oriented leadership increase project implementation, while resistance to change decreases project implementation.
- Full Text:
- Date Issued: 2010
- Authors: Hassen, Ismail
- Date: 2010
- Subjects: Project management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8667 , http://hdl.handle.net/10948/1245 , Project management -- South Africa
- Description: Project implementation appears to be one the most difficult aspects of a manager’s job. The purpose of project management is to forecast or anticipate potential dangers and problems that may jeopardise the success of a project and then to plan, organise and control activities that will lead to the successful completion of projects in spite of all the envisaged risks. It is estimated that more than 80% of projects run late or over budget. Such failure often sinks small firms and erodes profits of larger organisations. Project implementation is therefore critical to the success of both small and big firms. The primary objective of this study is to improve project management in firms by investigating the variables that influence project implementation. More specifically, the study investigates the influence of organisational communication, leadership, business process management and resistance to change on project implementation. The sample consisted of 170 employees in a cross-section of industries. The sample was stratified to include senior managers, managers, supervisors and lower level employees. The empirical results show that organisational communication, participatory leadership, retention of the status quo and goal-oriented leadership increase project implementation, while resistance to change decreases project implementation.
- Full Text:
- Date Issued: 2010
Improving the sales success at Avusa Publishing Eastern Cape
- Authors: Gerwel, Ettienne
- Date: 2010
- Subjects: Sales management -- South Africa , Advertising, Newspaper -- South Africa , Selling
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8634 , http://hdl.handle.net/10948/1453 , Sales management -- South Africa , Advertising, Newspaper -- South Africa , Selling
- Description: Avusa Publishing (East Cape) (APEC) publishes several of the oldest and best known newspaper products in the Eastern Cape. The Eastern Province Herald is currently the oldest daily morning newspaper in South Africa and the average daily circulation of the paper is 25 000. Its main distribution is in the Nelson Mandela Bay Metropolitan area, as well as the area up to the Garden Route and as far East as Port Alfred. APEC also publishes the Weekend Post. According to the financial statements and circulation and advertisement figures of the company, the revenue generated by the company has not increased, but stayed stagnant. In addition to this, the daily circulation of the flagship publication, The Herald, has decreased from 29 000 in 2005 to 24 000 in 2008. As the company only generates revenue from two sources, namely advertising sales and the sale of newspapers, the above mentioned situation negatively affects the financial wellbeing of the company. The management dilemma that needed to be researched was how APEC's circulation and advertising income could be increased. The primary objective of this study was therefore to improve APEC's sales success by investigating the determinants of such sales success. More specifically, the study investigated the influence of determinants such as newsworthiness, value proposition, brand awareness, customer service, customer loyalty, credibility and new media on sales success, as measured by increased circulation and advertising revenue. Convenience sampling was used to select 287 employees working for the company. A mail survey was conducted among these 287 employees, but only 114 usable questionnaires were returned (a response rate of 40 percent). The empirical results revealed that brand awareness, customer loyalty and the use of new media technologies exerted a significantly positive influence on the sales success of APEC. The results further showed that newsworthiness, editorial credibility, value proposition and customer service exerted no significant influence on the APEC’s sales success. Despite the latter findings, the results revealed that there was a high level of trust and loyalty in the editorial content of APEC, as well as the perception of good value for money among both readers and advertisers. The managerial implications of these findings are discussed and areas of future research are recommended.
- Full Text:
- Date Issued: 2010
- Authors: Gerwel, Ettienne
- Date: 2010
- Subjects: Sales management -- South Africa , Advertising, Newspaper -- South Africa , Selling
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8634 , http://hdl.handle.net/10948/1453 , Sales management -- South Africa , Advertising, Newspaper -- South Africa , Selling
- Description: Avusa Publishing (East Cape) (APEC) publishes several of the oldest and best known newspaper products in the Eastern Cape. The Eastern Province Herald is currently the oldest daily morning newspaper in South Africa and the average daily circulation of the paper is 25 000. Its main distribution is in the Nelson Mandela Bay Metropolitan area, as well as the area up to the Garden Route and as far East as Port Alfred. APEC also publishes the Weekend Post. According to the financial statements and circulation and advertisement figures of the company, the revenue generated by the company has not increased, but stayed stagnant. In addition to this, the daily circulation of the flagship publication, The Herald, has decreased from 29 000 in 2005 to 24 000 in 2008. As the company only generates revenue from two sources, namely advertising sales and the sale of newspapers, the above mentioned situation negatively affects the financial wellbeing of the company. The management dilemma that needed to be researched was how APEC's circulation and advertising income could be increased. The primary objective of this study was therefore to improve APEC's sales success by investigating the determinants of such sales success. More specifically, the study investigated the influence of determinants such as newsworthiness, value proposition, brand awareness, customer service, customer loyalty, credibility and new media on sales success, as measured by increased circulation and advertising revenue. Convenience sampling was used to select 287 employees working for the company. A mail survey was conducted among these 287 employees, but only 114 usable questionnaires were returned (a response rate of 40 percent). The empirical results revealed that brand awareness, customer loyalty and the use of new media technologies exerted a significantly positive influence on the sales success of APEC. The results further showed that newsworthiness, editorial credibility, value proposition and customer service exerted no significant influence on the APEC’s sales success. Despite the latter findings, the results revealed that there was a high level of trust and loyalty in the editorial content of APEC, as well as the perception of good value for money among both readers and advertisers. The managerial implications of these findings are discussed and areas of future research are recommended.
- Full Text:
- Date Issued: 2010
Innovation in post production stage of print Newspaper
- Authors: Fayo, Sicelo Nathaniel
- Date: 2010
- Subjects: Newspaper publishing -- Technological innovations , Newspapers -- Circulation , Newspapers -- Marketing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8614 , http://hdl.handle.net/10948/1544 , Newspaper publishing -- Technological innovations , Newspapers -- Circulation , Newspapers -- Marketing
- Description: Print newspapers in South Africa are the oldest formal mode of news and information dissemination but which has come under tremendous pressure with the advent and spread of technological innovation involving information communication infrastructure and processes, but specifically the internet. The main challenge facing print newspapers in terms of circulation growth of print and advertising revenue is speed to market. The internet has not only provided a new avenue for news and information dissemination but has the distinct advantage of tremendous speed to deliver news and information to readers. Meanwhile, print newspapers whose production is still almost entirely dependent on traditional structures, processes and physical mode of delivery are battling to stay afloat as the chase for readers' attention is gaining more ground on digital platforms. This new competition landscape has now cast focus fully on traditional print media‟s production processes competency levels as well as their suitability for the nature of competition posed by digital news platforms. The processes involved in the production of a print newspaper can be described as hybrid (Davis and Heineke. 2005: 220) in that they involve different types of processes at different stages to produce the final product. The focus of this study at Avusa Media (Port Elizabeth) was on the post production processes involving the printing and distribution of printed newspapers with the objective of gaining an understanding of the extent and impact of the information technology advancement in the post production phase of printed newspapers. v In pursuing the goal, the case study research followed a phenomenological paradigm involving exploratory and descriptive research processes as described by Yin (1994) in Collis and Hussey (2003: 69) and Clifford Geertz (1973) in Babbie and Mouton (2005: 272) The research found that the traditional business structure for printed newspapers is increasingly becoming unviable due to poverty of technological innovation in critical parts of the production value chain; namely post production processes that encompass printing and distribution of printed newspapers. The research established and revealed that while there are some technological innovations and advances in the print newspaper publishing industry value chain worldwide, they are not only severely limited and disjointed but are also seemingly moving apart rather than towards consolidation in terms of the speed to market need faced by print newspaper publishers.
- Full Text:
- Date Issued: 2010
- Authors: Fayo, Sicelo Nathaniel
- Date: 2010
- Subjects: Newspaper publishing -- Technological innovations , Newspapers -- Circulation , Newspapers -- Marketing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8614 , http://hdl.handle.net/10948/1544 , Newspaper publishing -- Technological innovations , Newspapers -- Circulation , Newspapers -- Marketing
- Description: Print newspapers in South Africa are the oldest formal mode of news and information dissemination but which has come under tremendous pressure with the advent and spread of technological innovation involving information communication infrastructure and processes, but specifically the internet. The main challenge facing print newspapers in terms of circulation growth of print and advertising revenue is speed to market. The internet has not only provided a new avenue for news and information dissemination but has the distinct advantage of tremendous speed to deliver news and information to readers. Meanwhile, print newspapers whose production is still almost entirely dependent on traditional structures, processes and physical mode of delivery are battling to stay afloat as the chase for readers' attention is gaining more ground on digital platforms. This new competition landscape has now cast focus fully on traditional print media‟s production processes competency levels as well as their suitability for the nature of competition posed by digital news platforms. The processes involved in the production of a print newspaper can be described as hybrid (Davis and Heineke. 2005: 220) in that they involve different types of processes at different stages to produce the final product. The focus of this study at Avusa Media (Port Elizabeth) was on the post production processes involving the printing and distribution of printed newspapers with the objective of gaining an understanding of the extent and impact of the information technology advancement in the post production phase of printed newspapers. v In pursuing the goal, the case study research followed a phenomenological paradigm involving exploratory and descriptive research processes as described by Yin (1994) in Collis and Hussey (2003: 69) and Clifford Geertz (1973) in Babbie and Mouton (2005: 272) The research found that the traditional business structure for printed newspapers is increasingly becoming unviable due to poverty of technological innovation in critical parts of the production value chain; namely post production processes that encompass printing and distribution of printed newspapers. The research established and revealed that while there are some technological innovations and advances in the print newspaper publishing industry value chain worldwide, they are not only severely limited and disjointed but are also seemingly moving apart rather than towards consolidation in terms of the speed to market need faced by print newspaper publishers.
- Full Text:
- Date Issued: 2010