A lean view on an Eastern Cape logistics service provider
- Authors: Catterall, Kent James
- Date: 2008
- Subjects: Production management -- Eastern Cape -- South Africa , Manufacturing processes -- Eastern Cape -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8713 , http://hdl.handle.net/10948/931 , Production management -- Eastern Cape -- South Africa , Manufacturing processes -- Eastern Cape -- South Africa
- Description: Global competition is forcing all organisations, both manufacturing and service or ientated, to review their facil ities and processes from a productivity and quality standpoint. The concept of lean manufacturing has evolved from mass production methodologies developed by Henry Ford. Lean methodology, as developed by the Toyota Motor Company of Japan, yields consistent product quality at a lower cost , while delivering greater variety to the customer. The purpose of this research was to identify lean methodology application to the service industr y and to evaluate its application to UTi South Africa (PTY) LTD. The research presented an empirical study of how a lean tool can be a ppl ied at UTi South Africa (PTY) LTD service operations and possible lean models for UTi Port Elizabeth. The research study found that lean methodology can be applied to the freight forwarding industry and that opportunities exist for lean to improve productivity.
- Full Text:
- Date Issued: 2008
- Authors: Catterall, Kent James
- Date: 2008
- Subjects: Production management -- Eastern Cape -- South Africa , Manufacturing processes -- Eastern Cape -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8713 , http://hdl.handle.net/10948/931 , Production management -- Eastern Cape -- South Africa , Manufacturing processes -- Eastern Cape -- South Africa
- Description: Global competition is forcing all organisations, both manufacturing and service or ientated, to review their facil ities and processes from a productivity and quality standpoint. The concept of lean manufacturing has evolved from mass production methodologies developed by Henry Ford. Lean methodology, as developed by the Toyota Motor Company of Japan, yields consistent product quality at a lower cost , while delivering greater variety to the customer. The purpose of this research was to identify lean methodology application to the service industr y and to evaluate its application to UTi South Africa (PTY) LTD. The research presented an empirical study of how a lean tool can be a ppl ied at UTi South Africa (PTY) LTD service operations and possible lean models for UTi Port Elizabeth. The research study found that lean methodology can be applied to the freight forwarding industry and that opportunities exist for lean to improve productivity.
- Full Text:
- Date Issued: 2008
A study of the conducivness of the culture at Freeworld Automotive Coatings to the implementation of lean maunfacturing techniques
- Authors: Gray, Alexander George
- Date: 2008
- Subjects: Corporate culture -- South Africa , Organizational behavior -- South Africa , Organizational change -- South Africa , Organizational effectiveness -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8719 , http://hdl.handle.net/10948/910 , Corporate culture -- South Africa , Organizational behavior -- South Africa , Organizational change -- South Africa , Organizational effectiveness -- South Africa
- Description: It is becoming increasingly important for companies to be responsive to global demands and in order to remain competitive, many companies are looking at lean manufacturing to help them achieve this. Lean manufacturing is however more than just a set of tools as it also requires a change in the organisational culture of the company involved. The creation of an organisation that has a culture of continuous improvement and achieving results through its various principles and philosophies is a main factor in Toyota’s Toyota Way Model. It was the aim of this research study to analyse and determine the factors relating to the impact of an organisation’s culture on the concepts of lean manufacturing based on the Toyota Way model. This was achieved by analysing how conducive the current organisational culture at Freeworld Automotive Coatings to the implementation of Lean Manufacturing principles? The method used for the research study was the questionnaire method using a lean culture assessment questionnaire that has been designed by the researcher that was aligned to the principles important to the Toyota Way model. It can be concluded from the research findings of this study indicates that the existing organisational culture of Freeworld Automotive coatings is relatively conducive to the implementation of lean manufacturing principles within the company.
- Full Text:
- Date Issued: 2008
- Authors: Gray, Alexander George
- Date: 2008
- Subjects: Corporate culture -- South Africa , Organizational behavior -- South Africa , Organizational change -- South Africa , Organizational effectiveness -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8719 , http://hdl.handle.net/10948/910 , Corporate culture -- South Africa , Organizational behavior -- South Africa , Organizational change -- South Africa , Organizational effectiveness -- South Africa
- Description: It is becoming increasingly important for companies to be responsive to global demands and in order to remain competitive, many companies are looking at lean manufacturing to help them achieve this. Lean manufacturing is however more than just a set of tools as it also requires a change in the organisational culture of the company involved. The creation of an organisation that has a culture of continuous improvement and achieving results through its various principles and philosophies is a main factor in Toyota’s Toyota Way Model. It was the aim of this research study to analyse and determine the factors relating to the impact of an organisation’s culture on the concepts of lean manufacturing based on the Toyota Way model. This was achieved by analysing how conducive the current organisational culture at Freeworld Automotive Coatings to the implementation of Lean Manufacturing principles? The method used for the research study was the questionnaire method using a lean culture assessment questionnaire that has been designed by the researcher that was aligned to the principles important to the Toyota Way model. It can be concluded from the research findings of this study indicates that the existing organisational culture of Freeworld Automotive coatings is relatively conducive to the implementation of lean manufacturing principles within the company.
- Full Text:
- Date Issued: 2008
An analysis of strategies used to manage conflict at Volkswagen of South Africa
- Authors: Conybeare, Gaily
- Date: 2008
- Subjects: Volkswagen of South Africa (Firm) , Conflict management -- South Africa , Motor vehicle industry -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8743 , http://hdl.handle.net/10948/762 , Volkswagen of South Africa (Firm) , Conflict management -- South Africa , Motor vehicle industry -- South Africa -- Port Elizabeth
- Description: This research study addresses the problem of determining the strategies that can be used by Internal Audit at Volkswagen of South Africa to manage conflict effectively. To achieve this objective a comprehensive literature study was performed to determine the views on conflict and evaluate the various conflict models. The study also included the reasons for and sources of conflict and the effects of conflict on the performance and controls within VWSA. The identification of conflict management strategies and subsequent conflict management styles were revealed by the literature study. Various discussions from different authors on how to resolve conflict situations are also discussed. The literature review serves as a model in the development of a guideline for VWSA Internal Audit team and management to manage conflict. Senior Management, middle management and staff from various departments within VWSA were requested to complete a questionnaire in order to determine the strategies and effectiveness of these strategies used by Internal Audit to manage conflict. The questionnaire was developed in accordance with the findings from the research. A pilot study was conducted to evaluate the relevance of the study to the problem questions and to evaluate whether the questionnaire will be easily understood. The answers of the respondents were analyzed and compared to the findings of the literature study. The information obtained from the literature study and from the respondents resulted in various recommendations and conclusions.
- Full Text:
- Date Issued: 2008
- Authors: Conybeare, Gaily
- Date: 2008
- Subjects: Volkswagen of South Africa (Firm) , Conflict management -- South Africa , Motor vehicle industry -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8743 , http://hdl.handle.net/10948/762 , Volkswagen of South Africa (Firm) , Conflict management -- South Africa , Motor vehicle industry -- South Africa -- Port Elizabeth
- Description: This research study addresses the problem of determining the strategies that can be used by Internal Audit at Volkswagen of South Africa to manage conflict effectively. To achieve this objective a comprehensive literature study was performed to determine the views on conflict and evaluate the various conflict models. The study also included the reasons for and sources of conflict and the effects of conflict on the performance and controls within VWSA. The identification of conflict management strategies and subsequent conflict management styles were revealed by the literature study. Various discussions from different authors on how to resolve conflict situations are also discussed. The literature review serves as a model in the development of a guideline for VWSA Internal Audit team and management to manage conflict. Senior Management, middle management and staff from various departments within VWSA were requested to complete a questionnaire in order to determine the strategies and effectiveness of these strategies used by Internal Audit to manage conflict. The questionnaire was developed in accordance with the findings from the research. A pilot study was conducted to evaluate the relevance of the study to the problem questions and to evaluate whether the questionnaire will be easily understood. The answers of the respondents were analyzed and compared to the findings of the literature study. The information obtained from the literature study and from the respondents resulted in various recommendations and conclusions.
- Full Text:
- Date Issued: 2008
An investigation of the usage of lean in a South African Revenue Services branch office
- Authors: Vazi, Malibongwe Matthews
- Date: 2008
- Subjects: Organizational effectiveness -- South Africa , Production management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8726 , http://hdl.handle.net/10948/883 , Organizational effectiveness -- South Africa , Production management -- South Africa
- Description: Lean philosophy is based on the continuous quest to improve the organisation’s processes by creating a culture and operating principles which eliminate all non value adding activities within organisation‘s processes. Manufacturing firms consider the adoption of the Lean tools as basic requirements for achieving World Class operational excellence or Best Practice. For some time, lean has been used by the manufacturing organizations. Most organizations understand that lean will help them survive global competition and stay in business. According to Hanna (2007:1), service industries, in general, are a long way behind manufacturing in terms of operations and improvements, and not all lean manufacturing ideas translate from the factory floor to office cubicle. The objective of this study is to investigate how lean manufacturing tools can be used to improve efficiency, customer service and enhance the embedding of a continuous improvement culture in the South African Revenue Services East London office Taxpayer Service business area. The activities that took place in the Taxpayer Service business area from 21 July 2008 until 31 October 2008 were observed. During the observation period, taxpayer services staff members were engaged formally, using surveys to assess their underlying mindset and behaviour as well as informally, using unstructured interviews to solicit more information on activities taking place and the reasoning behind certain actions. The movements of taxpayers who visited the branch office were monitored and the time it took for taxpayers to be assisted was measured as well as the time it took taxpayers to be assisted by a service agent or service consultant. To see if the available resources were used efficiently, the numbers of service channels available were compared to the number of service channels occupied. The results of the survey and observations are analysed and interpreted.
- Full Text:
- Date Issued: 2008
- Authors: Vazi, Malibongwe Matthews
- Date: 2008
- Subjects: Organizational effectiveness -- South Africa , Production management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8726 , http://hdl.handle.net/10948/883 , Organizational effectiveness -- South Africa , Production management -- South Africa
- Description: Lean philosophy is based on the continuous quest to improve the organisation’s processes by creating a culture and operating principles which eliminate all non value adding activities within organisation‘s processes. Manufacturing firms consider the adoption of the Lean tools as basic requirements for achieving World Class operational excellence or Best Practice. For some time, lean has been used by the manufacturing organizations. Most organizations understand that lean will help them survive global competition and stay in business. According to Hanna (2007:1), service industries, in general, are a long way behind manufacturing in terms of operations and improvements, and not all lean manufacturing ideas translate from the factory floor to office cubicle. The objective of this study is to investigate how lean manufacturing tools can be used to improve efficiency, customer service and enhance the embedding of a continuous improvement culture in the South African Revenue Services East London office Taxpayer Service business area. The activities that took place in the Taxpayer Service business area from 21 July 2008 until 31 October 2008 were observed. During the observation period, taxpayer services staff members were engaged formally, using surveys to assess their underlying mindset and behaviour as well as informally, using unstructured interviews to solicit more information on activities taking place and the reasoning behind certain actions. The movements of taxpayers who visited the branch office were monitored and the time it took for taxpayers to be assisted was measured as well as the time it took taxpayers to be assisted by a service agent or service consultant. To see if the available resources were used efficiently, the numbers of service channels available were compared to the number of service channels occupied. The results of the survey and observations are analysed and interpreted.
- Full Text:
- Date Issued: 2008
Assessing quality management systems of SMME's in the manufacturing sector
- Authors: Prince, Shawn Noel
- Date: 2008
- Subjects: Production management -- Quality control , Quality control -- Manufactures , Small business -- Management -- South Africa , Quality management -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8729 , http://hdl.handle.net/10948/870 , Production management -- Quality control , Quality control -- Manufactures , Small business -- Management -- South Africa , Quality management -- South Africa -- Eastern Cape
- Description: This dissertation summarises an analysis and assessment of the application of Quality Management Systems (QMS) by Small, Medium and Micro Enterprises (SMMEs), in the Engineering Manufacturing Sector of the greater Cape Town Metropolitan area. An outline of the existing hypothesis derived from previous international SMME studies related to the adoption of QMS by SMME’s, the management’s understanding of quality principles, the potential business benefits of QMS and the reasons for implementing Quality Management systems are given as background to the study. The dissertation includes a discussion of literature on the state of QMS in SMMEs, in particular, recent international research literature hypothesising that SMME management lack essential QMS knowledge and that, in general, most SMME’s do not have a QMS and that SMMEs only implement a QMS as a result of contractual pressures / requirements. Also reported are the results and findings of a survey conducted to test the validity of the existing hypotheses amongst a representative sample of Engineering Manufacturing SMMEs registered with the Cape Regional Chamber of Commerce and Industry in the Western Cape. Results of the survey indicate that almost 90 percent, of the companies surveyed had some type of Quality management System, the only two companies that reported not having a QMS, were companies classified as “Micro”, in terms of the National Small business Act. Analysis of the response to the survey concludes that, in general, more than 80 percent of Engineering SMMEs in the Manufacturing Sector have adopted a QMS based on ISO 9001 and that, on average, their management have a medium to high level of understanding of QMS and the associated business benefits. It is also apparent from survey responses, that companies classified as “Micro” in terms of the Small Business Act of 1996, do not see the need for a formal QM system as the owners of these companies consider them too small for a formal QMS. Instead they take direct ownership of their service and product quality in the face of the customer.
- Full Text:
- Date Issued: 2008
- Authors: Prince, Shawn Noel
- Date: 2008
- Subjects: Production management -- Quality control , Quality control -- Manufactures , Small business -- Management -- South Africa , Quality management -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8729 , http://hdl.handle.net/10948/870 , Production management -- Quality control , Quality control -- Manufactures , Small business -- Management -- South Africa , Quality management -- South Africa -- Eastern Cape
- Description: This dissertation summarises an analysis and assessment of the application of Quality Management Systems (QMS) by Small, Medium and Micro Enterprises (SMMEs), in the Engineering Manufacturing Sector of the greater Cape Town Metropolitan area. An outline of the existing hypothesis derived from previous international SMME studies related to the adoption of QMS by SMME’s, the management’s understanding of quality principles, the potential business benefits of QMS and the reasons for implementing Quality Management systems are given as background to the study. The dissertation includes a discussion of literature on the state of QMS in SMMEs, in particular, recent international research literature hypothesising that SMME management lack essential QMS knowledge and that, in general, most SMME’s do not have a QMS and that SMMEs only implement a QMS as a result of contractual pressures / requirements. Also reported are the results and findings of a survey conducted to test the validity of the existing hypotheses amongst a representative sample of Engineering Manufacturing SMMEs registered with the Cape Regional Chamber of Commerce and Industry in the Western Cape. Results of the survey indicate that almost 90 percent, of the companies surveyed had some type of Quality management System, the only two companies that reported not having a QMS, were companies classified as “Micro”, in terms of the National Small business Act. Analysis of the response to the survey concludes that, in general, more than 80 percent of Engineering SMMEs in the Manufacturing Sector have adopted a QMS based on ISO 9001 and that, on average, their management have a medium to high level of understanding of QMS and the associated business benefits. It is also apparent from survey responses, that companies classified as “Micro” in terms of the Small Business Act of 1996, do not see the need for a formal QM system as the owners of these companies consider them too small for a formal QMS. Instead they take direct ownership of their service and product quality in the face of the customer.
- Full Text:
- Date Issued: 2008
Customer relations management in SMMEs: an integrated approach
- Authors: Sandekela, Lindela Prince
- Date: 2008
- Subjects: Customer relations -- Management , Small business -- South Africa -- Management , Customer services
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8725 , http://hdl.handle.net/10948/889 , Customer relations -- Management , Small business -- South Africa -- Management , Customer services
- Description: The research study was conducted to cover the Buffalo City Municipality (BCM) retail industry with direct emphasis on the supermarket industry. The research problem is as a result of the retail businesses in the BCM that continue to consider that if they have large data warehouses with masses of customer information, they have all what it takes to run a profitable business. Their failure to understand the organizational implications of moving towards a customer-centric approach often results in high costs from bad customer service and handling of customer complaints. The main problem was stated and sub-problems introduced from the main problem to address them by way of qualitative and quantitative research. Related literature was reviewed on Redefining the Customer, Customer Satisfaction and Customer Relationship Management and a Customer Management Model was proposed. During empirical survey, a questionnaire based on literature reviewed was designed for the survey. A pilot study was conducted to identify and rectify problems and shortcomings relating to the questionnaire. The pilot study indicated that the data likely to be collected will address the main and sub-problems of the research. A total of thirty five questionnaires which contained closed-ended and open-ended questions were distributed to the population sample as selected. Results of the study were critically analysed and interpreted quantitatively and qualitatively by means of tables and discussion for the development of an Integrated Model for managing customers. The analysis of the study which was based on the literature reviewed and the findings from the empirical survey were concluded to present a solution to the problem. In view of the shortcomings identified by the literature review and integration thereof with the results of the empirical study, an Integrated Customer Management Model was developed.
- Full Text:
- Date Issued: 2008
- Authors: Sandekela, Lindela Prince
- Date: 2008
- Subjects: Customer relations -- Management , Small business -- South Africa -- Management , Customer services
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8725 , http://hdl.handle.net/10948/889 , Customer relations -- Management , Small business -- South Africa -- Management , Customer services
- Description: The research study was conducted to cover the Buffalo City Municipality (BCM) retail industry with direct emphasis on the supermarket industry. The research problem is as a result of the retail businesses in the BCM that continue to consider that if they have large data warehouses with masses of customer information, they have all what it takes to run a profitable business. Their failure to understand the organizational implications of moving towards a customer-centric approach often results in high costs from bad customer service and handling of customer complaints. The main problem was stated and sub-problems introduced from the main problem to address them by way of qualitative and quantitative research. Related literature was reviewed on Redefining the Customer, Customer Satisfaction and Customer Relationship Management and a Customer Management Model was proposed. During empirical survey, a questionnaire based on literature reviewed was designed for the survey. A pilot study was conducted to identify and rectify problems and shortcomings relating to the questionnaire. The pilot study indicated that the data likely to be collected will address the main and sub-problems of the research. A total of thirty five questionnaires which contained closed-ended and open-ended questions were distributed to the population sample as selected. Results of the study were critically analysed and interpreted quantitatively and qualitatively by means of tables and discussion for the development of an Integrated Model for managing customers. The analysis of the study which was based on the literature reviewed and the findings from the empirical survey were concluded to present a solution to the problem. In view of the shortcomings identified by the literature review and integration thereof with the results of the empirical study, an Integrated Customer Management Model was developed.
- Full Text:
- Date Issued: 2008
Developing a business model for a community radio station in Port Elizabeth: a case study
- Ngcezula, Anthony Thamsanqa "Delite"
- Authors: Ngcezula, Anthony Thamsanqa "Delite"
- Date: 2008
- Subjects: Radio in community development , Radio broadcasting -- South Africa , Community radio
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8720 , http://hdl.handle.net/10948/906 , Radio in community development , Radio broadcasting -- South Africa , Community radio
- Description: The purpose of this treatise is a development of a suitable model for a community radio station which would lead to operational effectiveness and ensure sustainability. The treatise has three phases namely a theoretical phase, a narration phase and an integration phase. Firstly, in the theoretical phase the research study investigates what the literature review reveals about community radio stations and business models. This treatise argues that a total dependency of community radio stations on donor funding leads to operational ineffectiveness which threatens their sustainability. The treatise also argues that a business model could be adapted for a community radio station by identifying the business issues which the literature review revealed, and use these to deconstruct a theoretical business model. Secondly, in the narrative phase the research study investigates the important business issues for a selected community radio station. The treatise argues the board and management of this selected community radio station revealed additional business issues of operations and gave different ratings to business issues which are important in their operations. Thirdly, in the integration phase, the theoretical model deconstructed in the theoretical phase, was revised by including additional business issues of operations revealed in the narrative phase. The research study concludes that this revised model is a suitable business model for a community radio station and can lead to operational effectiveness and ensure sustainability.
- Full Text:
- Date Issued: 2008
- Authors: Ngcezula, Anthony Thamsanqa "Delite"
- Date: 2008
- Subjects: Radio in community development , Radio broadcasting -- South Africa , Community radio
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8720 , http://hdl.handle.net/10948/906 , Radio in community development , Radio broadcasting -- South Africa , Community radio
- Description: The purpose of this treatise is a development of a suitable model for a community radio station which would lead to operational effectiveness and ensure sustainability. The treatise has three phases namely a theoretical phase, a narration phase and an integration phase. Firstly, in the theoretical phase the research study investigates what the literature review reveals about community radio stations and business models. This treatise argues that a total dependency of community radio stations on donor funding leads to operational ineffectiveness which threatens their sustainability. The treatise also argues that a business model could be adapted for a community radio station by identifying the business issues which the literature review revealed, and use these to deconstruct a theoretical business model. Secondly, in the narrative phase the research study investigates the important business issues for a selected community radio station. The treatise argues the board and management of this selected community radio station revealed additional business issues of operations and gave different ratings to business issues which are important in their operations. Thirdly, in the integration phase, the theoretical model deconstructed in the theoretical phase, was revised by including additional business issues of operations revealed in the narrative phase. The research study concludes that this revised model is a suitable business model for a community radio station and can lead to operational effectiveness and ensure sustainability.
- Full Text:
- Date Issued: 2008
Developing a long-term strategy for a selected small transport entrepreneur
- Authors: Burgins, David Christopher
- Date: 2008
- Subjects: Transportation -- South Africa -- Port Elizabeth -- Planning , Transportation and state -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Finance
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8714 , http://hdl.handle.net/10948/929 , Transportation -- South Africa -- Port Elizabeth -- Planning , Transportation and state -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Finance
- Description: South Africa, recognised as a developing economy, is encouraging its citizens to be entrepreneurs through various initiatives and assistance, with a bias towards the previously disadvantage people. This encouragement, from the government, has been taken advantage of by numerous citizens to the detriment of themselves, especially in the transport industry. Kazderich Pro Trans, a small transport entrepreneur, has founded itself based on the notion that businesses will utilize its services frequently based on the preferential treatment, to previously disadvantaged communities. The stakeholders in the transport industry, however is firstly geared towards maintaining their market share in a fiercely competitive industry with arguably an introspective view of the preferential treatment governmental policies. The purpose of this is to research the transport industry and accurately identify the environment the transport businesses operate in, with a view of analysing competencies that attract and retain business. This paper negates the government policy to a minor external environmental factor and argues that the company (Kazderich Pro Trans) should operate on the same principals as its competitors in the transport industry. The important issue being discussed in this research, the long term strategy, is to make small transport entrepreneurs realise that researching and planning their business are more important than starting it. The attraction and retention of clients is the basis of a successful transport business and the analyses of the questionnaire employed are used as guidance in developing the long term strategy.
- Full Text:
- Date Issued: 2008
- Authors: Burgins, David Christopher
- Date: 2008
- Subjects: Transportation -- South Africa -- Port Elizabeth -- Planning , Transportation and state -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Finance
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8714 , http://hdl.handle.net/10948/929 , Transportation -- South Africa -- Port Elizabeth -- Planning , Transportation and state -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Finance
- Description: South Africa, recognised as a developing economy, is encouraging its citizens to be entrepreneurs through various initiatives and assistance, with a bias towards the previously disadvantage people. This encouragement, from the government, has been taken advantage of by numerous citizens to the detriment of themselves, especially in the transport industry. Kazderich Pro Trans, a small transport entrepreneur, has founded itself based on the notion that businesses will utilize its services frequently based on the preferential treatment, to previously disadvantaged communities. The stakeholders in the transport industry, however is firstly geared towards maintaining their market share in a fiercely competitive industry with arguably an introspective view of the preferential treatment governmental policies. The purpose of this is to research the transport industry and accurately identify the environment the transport businesses operate in, with a view of analysing competencies that attract and retain business. This paper negates the government policy to a minor external environmental factor and argues that the company (Kazderich Pro Trans) should operate on the same principals as its competitors in the transport industry. The important issue being discussed in this research, the long term strategy, is to make small transport entrepreneurs realise that researching and planning their business are more important than starting it. The attraction and retention of clients is the basis of a successful transport business and the analyses of the questionnaire employed are used as guidance in developing the long term strategy.
- Full Text:
- Date Issued: 2008
Development of an integration model for the transport operators in the Nelson Mandela Bay area
- Authors: Pienaar, Jacques Ludolph
- Date: 2008
- Subjects: Urban transportation -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8722 , http://hdl.handle.net/10948/900 , Urban transportation -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Planning
- Description: This research paper focuses on developing a model for the integration of the transport operators in the Nelson Mandela Bay area. The motivation for this integration is the Nelson Mandela Bay Municipality’s Public Transport Plan, which has set the goal of developing a new public transport system for the Metropolitan area. This system will integrate the different modes of transport into a single, seamless and scheduled service which will adhere to contractually enforced levels of quality, reliability and safety. In order to achieve this vision, the current bus and taxi operators will need to be unified into a viable and operational entity structure which will provide the required services to the public. The main research problem has therefore been identified as follows: How can the bus and taxi operators in Nelson Mandela Bay be integrated into a single entity, or small number of entities, in order to provide a viable, efficient and sustainable public transport service? This research paper sought to address this problem by conducting a case study of the Nelson Mandela Bay project, which took place over the course of a one year period. The author served as the project manager on the team that was responsible for developing the integration model. Additional research included a study visit to the cities of Bogota and Pereira in Colombia, which have implemented similar transport models, as well as a secondary study focusing on generic organisational integration strategies in existing literature. This paper is fundamentally a qualitative study. In this light, the research data was analysed according to the quasi-judicial method, which was deemed most suitable to the case study format adopted. The findings of the analysis were evaluated, and based on the resultant conclusions, a final integration model was recommended. The fact that this study is based on an actual project that has real world implications and consequences makes the result very relevant, and as such it will serve as a valuable addition to the body of knowledge which can be of assistance to other cities or project teams facing similar challenges in South Africa or even internationally.
- Full Text:
- Date Issued: 2008
- Authors: Pienaar, Jacques Ludolph
- Date: 2008
- Subjects: Urban transportation -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8722 , http://hdl.handle.net/10948/900 , Urban transportation -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Planning
- Description: This research paper focuses on developing a model for the integration of the transport operators in the Nelson Mandela Bay area. The motivation for this integration is the Nelson Mandela Bay Municipality’s Public Transport Plan, which has set the goal of developing a new public transport system for the Metropolitan area. This system will integrate the different modes of transport into a single, seamless and scheduled service which will adhere to contractually enforced levels of quality, reliability and safety. In order to achieve this vision, the current bus and taxi operators will need to be unified into a viable and operational entity structure which will provide the required services to the public. The main research problem has therefore been identified as follows: How can the bus and taxi operators in Nelson Mandela Bay be integrated into a single entity, or small number of entities, in order to provide a viable, efficient and sustainable public transport service? This research paper sought to address this problem by conducting a case study of the Nelson Mandela Bay project, which took place over the course of a one year period. The author served as the project manager on the team that was responsible for developing the integration model. Additional research included a study visit to the cities of Bogota and Pereira in Colombia, which have implemented similar transport models, as well as a secondary study focusing on generic organisational integration strategies in existing literature. This paper is fundamentally a qualitative study. In this light, the research data was analysed according to the quasi-judicial method, which was deemed most suitable to the case study format adopted. The findings of the analysis were evaluated, and based on the resultant conclusions, a final integration model was recommended. The fact that this study is based on an actual project that has real world implications and consequences makes the result very relevant, and as such it will serve as a valuable addition to the body of knowledge which can be of assistance to other cities or project teams facing similar challenges in South Africa or even internationally.
- Full Text:
- Date Issued: 2008
Evaluating service quality at George Municipality : a complaints management systems approach
- Authors: Alcock, Sandra
- Date: 2008
- Subjects: Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8717 , http://hdl.handle.net/10948/917 , Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Description: The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its role in service quality, however, the focus has been on organisations in the private sector. The research undertaken in this paper aimed to investigate the role of complaints management systems (CMS) to evaluate service quality. The focus of this research was on local government with special attention on George Municipality. A literature review was done to establish the importance of service quality for local government as well as to investigate the link between an effective complaints management system and improvement in service quality. Furthermore, it was necessary to investigate the characteristics, design and implementation of an effective complaints management system. A questionnaire was developed in order to obtain primary data from a selected sample group. The data obtained from the questionnaire was statistically analysed and interpreted. The core findings from the analysed questionnaire indicated the following: service quality is relevant in local government; there is no clear method to measure service quality; no formal and structured complaints management system exist, and the implementation of an effective complaints management system will both improve service delivery and provide benefits to all involved. iv This study recommends that: service quality standards and measurement be of strategic importance to local government; customers should be consulted and involved when determining the service quality standards and measurement, and an organised and structured complaints management system that seeks to address all complaints in order to improve the level of service quality to customers be developed. Finally, the success of the CMS will depend on management’s commitment to change on a continuous basis as well as the degree to which management proactively resolves customer complaint through the involvement of the customer.
- Full Text:
- Date Issued: 2008
- Authors: Alcock, Sandra
- Date: 2008
- Subjects: Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8717 , http://hdl.handle.net/10948/917 , Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Description: The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its role in service quality, however, the focus has been on organisations in the private sector. The research undertaken in this paper aimed to investigate the role of complaints management systems (CMS) to evaluate service quality. The focus of this research was on local government with special attention on George Municipality. A literature review was done to establish the importance of service quality for local government as well as to investigate the link between an effective complaints management system and improvement in service quality. Furthermore, it was necessary to investigate the characteristics, design and implementation of an effective complaints management system. A questionnaire was developed in order to obtain primary data from a selected sample group. The data obtained from the questionnaire was statistically analysed and interpreted. The core findings from the analysed questionnaire indicated the following: service quality is relevant in local government; there is no clear method to measure service quality; no formal and structured complaints management system exist, and the implementation of an effective complaints management system will both improve service delivery and provide benefits to all involved. iv This study recommends that: service quality standards and measurement be of strategic importance to local government; customers should be consulted and involved when determining the service quality standards and measurement, and an organised and structured complaints management system that seeks to address all complaints in order to improve the level of service quality to customers be developed. Finally, the success of the CMS will depend on management’s commitment to change on a continuous basis as well as the degree to which management proactively resolves customer complaint through the involvement of the customer.
- Full Text:
- Date Issued: 2008
Exploring attitudes towards banner advertising on the world wide web
- Authors: Krige, Philip
- Date: 2008
- Subjects: Internet advertising -- Banner , Internet users -- Banner , Internet marketing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8705 , http://hdl.handle.net/10948/997 , Internet advertising -- Banner , Internet users -- Banner , Internet marketing
- Description: The purpose of the study was to assess the effectiveness of banner advertising on the World Wide Web, as well as to explore and analyse the attitudes and behaviours of internet users towards banner advertising. The research objective was to determine, why people do not click on banners and to find ways in which advertisers can make banner advertisements appeal to consumers more effectively. Outcomes of the research suggested which features advertisers should avoid when developing clickable banners. An extensive literature review was carried out in order to highlight important aspects of historic research. The analysis conducted on this topic indicated that a gap exists in the area of public attitudes towards clickable banner advertising and the reasons why people avoid clicking on banners. To address the above questions, peoples’ attitudes towards banner and other Internet advertising were investigated through focus group interviews and surveys. The findings suggest that the main reason for the ignorance surrounding clickable banners was the low involvement between the product or service being advertised and the viewer’s interests. Other reasons included the high annoyance level of banner advertising and the threat of viruses that some banners may pose. Conclusions of the research recommend narrow targeting and personalisation of banner advertisements, constant rotations and replacements of banners to avoid burnouts as well as trustful and original appeal and content. Other important findings included: • The majority of people are indifferent towards banners, • People with less than three years of Internet experience tend to click more than people with more than three years of Internet experience, • Females showed more “clickable behaviour” than males, • People are more likely to click on banners which present interesting information, are bright and animated or promote catchy phrases for the surfer, • People prefer to see banners located on the top of the page or on the right side of the page, • Pop-ups are the most noticeable and are possibly the route cause of what triggers people to become annoyed or dislike banner ads, Findings of this research have high social value. If advertisers would take into account the results of the current study, they would be able to create more effective banners, which could effectively be redirected to the appropriate target market. This will enable them to cut their costs. Furthermore, online users would enjoy a more polite and friendly online environment, where their interests will be taken into account, which would diminish the current gap between customers and advertisers.
- Full Text:
- Date Issued: 2008
- Authors: Krige, Philip
- Date: 2008
- Subjects: Internet advertising -- Banner , Internet users -- Banner , Internet marketing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8705 , http://hdl.handle.net/10948/997 , Internet advertising -- Banner , Internet users -- Banner , Internet marketing
- Description: The purpose of the study was to assess the effectiveness of banner advertising on the World Wide Web, as well as to explore and analyse the attitudes and behaviours of internet users towards banner advertising. The research objective was to determine, why people do not click on banners and to find ways in which advertisers can make banner advertisements appeal to consumers more effectively. Outcomes of the research suggested which features advertisers should avoid when developing clickable banners. An extensive literature review was carried out in order to highlight important aspects of historic research. The analysis conducted on this topic indicated that a gap exists in the area of public attitudes towards clickable banner advertising and the reasons why people avoid clicking on banners. To address the above questions, peoples’ attitudes towards banner and other Internet advertising were investigated through focus group interviews and surveys. The findings suggest that the main reason for the ignorance surrounding clickable banners was the low involvement between the product or service being advertised and the viewer’s interests. Other reasons included the high annoyance level of banner advertising and the threat of viruses that some banners may pose. Conclusions of the research recommend narrow targeting and personalisation of banner advertisements, constant rotations and replacements of banners to avoid burnouts as well as trustful and original appeal and content. Other important findings included: • The majority of people are indifferent towards banners, • People with less than three years of Internet experience tend to click more than people with more than three years of Internet experience, • Females showed more “clickable behaviour” than males, • People are more likely to click on banners which present interesting information, are bright and animated or promote catchy phrases for the surfer, • People prefer to see banners located on the top of the page or on the right side of the page, • Pop-ups are the most noticeable and are possibly the route cause of what triggers people to become annoyed or dislike banner ads, Findings of this research have high social value. If advertisers would take into account the results of the current study, they would be able to create more effective banners, which could effectively be redirected to the appropriate target market. This will enable them to cut their costs. Furthermore, online users would enjoy a more polite and friendly online environment, where their interests will be taken into account, which would diminish the current gap between customers and advertisers.
- Full Text:
- Date Issued: 2008
Franchising a full service restaurant concept : a case study
- Authors: Thomson, Guy
- Date: 2008
- Subjects: Franchises (Retail trade) -- South Africa -- Eastern Cape , Franchises (Retail trade) -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8728 , http://hdl.handle.net/10948/874 , Franchises (Retail trade) -- South Africa -- Eastern Cape , Franchises (Retail trade) -- Management
- Description: This treatise investigates the restaurant industry, entrepreneurship, franchising and restaurant franchising in order to develop a model that will enable a full service restaurant concept to be converted into a successful franchise system. Restaurants play a significant role in our lifestyle, and dining out is a favoured social activity. The industry plays an important role in the transfer of skills as many people start working in the restaurant industry before moving onto more formal careers. The restaurant industry offers many opportunities for entrepreneurial activity as a result of the relatively low barriers to entry. Entrepreneurship is the pursuit of opportunity regardless of the resources at hand and it requires a willingness to take calculated risks in order to build something of value from virtually nothing. The success of emerging economies such as China and India has proven that the only growth sectors in these economies are small and medium enterprises, which are driven by entrepreneurs. Franchising is considered to be a viable growth strategy for small business as it provides a means of raising capital and a method of expanding the business in a relatively low risk manner. There are many well established restaurant franchise brands that originated in South Africa, starting out as successful single outlets and then by means of the business format franchise model, developed into multi unit franchise systems. There are certain basic generic steps that must be followed when developing a franchise system. This was verified by the empirical study of this treatise which was conducted as a single unit case study on the Dulce Franchise Group. Finally, as a result of the analysis of the literature study and the findings of the case study, a restaurant franchise conversion model was developed.
- Full Text:
- Date Issued: 2008
- Authors: Thomson, Guy
- Date: 2008
- Subjects: Franchises (Retail trade) -- South Africa -- Eastern Cape , Franchises (Retail trade) -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8728 , http://hdl.handle.net/10948/874 , Franchises (Retail trade) -- South Africa -- Eastern Cape , Franchises (Retail trade) -- Management
- Description: This treatise investigates the restaurant industry, entrepreneurship, franchising and restaurant franchising in order to develop a model that will enable a full service restaurant concept to be converted into a successful franchise system. Restaurants play a significant role in our lifestyle, and dining out is a favoured social activity. The industry plays an important role in the transfer of skills as many people start working in the restaurant industry before moving onto more formal careers. The restaurant industry offers many opportunities for entrepreneurial activity as a result of the relatively low barriers to entry. Entrepreneurship is the pursuit of opportunity regardless of the resources at hand and it requires a willingness to take calculated risks in order to build something of value from virtually nothing. The success of emerging economies such as China and India has proven that the only growth sectors in these economies are small and medium enterprises, which are driven by entrepreneurs. Franchising is considered to be a viable growth strategy for small business as it provides a means of raising capital and a method of expanding the business in a relatively low risk manner. There are many well established restaurant franchise brands that originated in South Africa, starting out as successful single outlets and then by means of the business format franchise model, developed into multi unit franchise systems. There are certain basic generic steps that must be followed when developing a franchise system. This was verified by the empirical study of this treatise which was conducted as a single unit case study on the Dulce Franchise Group. Finally, as a result of the analysis of the literature study and the findings of the case study, a restaurant franchise conversion model was developed.
- Full Text:
- Date Issued: 2008
Have the continuous improvement (CI) efforts at Absa Bank's Horizon Medium Business Banking Unit, in the Gauteng West Region successfully addressed the key concepts of continuous improvement as set out by Trollip, 2008?
- Authors: Ndlovu, Sinqobile Khobotho
- Date: 2008
- Subjects: Banks and banking -- Customer services -- South Africa , Organizational effectiveness
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8721 , http://hdl.handle.net/10948/904 , Banks and banking -- Customer services -- South Africa , Organizational effectiveness
- Description: Success in today’s highly competitive financial sector requires an organization to have a sustainable competitive advantage that would distinguish it from the rest. Products offered by financial organizations are naturally the same and the quality of service plays a critical role in terms of creating the much needed competitive advantage. This calls for the implementation of quality initiatives like Continuous improvement (CI). This paper investigates the extent to which CI efforts at the Horizon business unit of Absa corporate and business banking have successfully addressed the key concepts of CI set out by Trollip (2008). A literature survey was undertaken into the elements and benefits of CI. Questionnaires were sent to all employees of the business unit for their views on CI and the impact, they believe it has on the unit’s endeavors to deliver faster, defect free, innovative products/services, whilst achieving tougher goals. In conclusion the research paper led to recommendations to improve the CI efforts at the Horizon business unit. The research also confirmed the importance of the commitment of all employees is essential for the success of CI efforts in improving the quality of service offered by an organization.
- Full Text:
- Date Issued: 2008
- Authors: Ndlovu, Sinqobile Khobotho
- Date: 2008
- Subjects: Banks and banking -- Customer services -- South Africa , Organizational effectiveness
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8721 , http://hdl.handle.net/10948/904 , Banks and banking -- Customer services -- South Africa , Organizational effectiveness
- Description: Success in today’s highly competitive financial sector requires an organization to have a sustainable competitive advantage that would distinguish it from the rest. Products offered by financial organizations are naturally the same and the quality of service plays a critical role in terms of creating the much needed competitive advantage. This calls for the implementation of quality initiatives like Continuous improvement (CI). This paper investigates the extent to which CI efforts at the Horizon business unit of Absa corporate and business banking have successfully addressed the key concepts of CI set out by Trollip (2008). A literature survey was undertaken into the elements and benefits of CI. Questionnaires were sent to all employees of the business unit for their views on CI and the impact, they believe it has on the unit’s endeavors to deliver faster, defect free, innovative products/services, whilst achieving tougher goals. In conclusion the research paper led to recommendations to improve the CI efforts at the Horizon business unit. The research also confirmed the importance of the commitment of all employees is essential for the success of CI efforts in improving the quality of service offered by an organization.
- Full Text:
- Date Issued: 2008
Investigating teamwork competencies in the value chain of a selected wool brokerage logistics department
- Authors: Craig, Kenneth Bruce
- Date: 2008
- Subjects: Teams in the workplace -- South Africa , Teams in the workplace -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8712 , http://hdl.handle.net/10948/936 , Teams in the workplace -- South Africa , Teams in the workplace -- Management
- Description: department of BKB Ltd. The research aimed at addressing the team balance, the environment and culture in which the team operates and teamwork competencies of the value chain. Thus, creating a high performance value chain team will add to the success of the team, and hence the company as a whole. Research to establish the degree of teamwork within the value chain was undertaken. A survey which included a structured self-administered questionnaire was used to elicit information from all eight value chain team members (four section heads and their four supervisors), who represented the entire cross-section of the value chain team. The research revealed the following important points pertaining to the value chain team: • The team’s balance needs to be addressed; and • The culture and environment in which the team operates needs to be reviewed. Points of interest pertaining to teamwork competencies include the following: • The degree of teamwork is average; • The level of individual competencies is high; • The extent that team members are team players is average; • That team communication is below average; • A high perception of hidden agendas exists; • Dysfunctional team conflict exists; • A high level of empowerment and autonomy exists; • Team leadership - team linker is absent; • Co-operation and collaboration is below average; • Team attitude is high; • Team motivation is high; • Team strategies exist, but need more attention; • Team set goals are set; • Free-wheelers exist in the team; • Job satisfaction is above average; • Team recognition is high; and • Team synergy is average. Teamwork needs to be analyzed holistically, to ensure that the complex dynamics of teamwork is acknowledged and understood. A greater knowledge and understanding of the characteristics and measurement criteria of teamwork will equip team enthusiasts in building high performance teams, to the benefit of all role players. High performance team based organisations will add to the current and future success of the business. As the term “synergy” implies, the result is greater than the sum of the individual effects and capabilities. This emphasises why team-based organisations are fast becoming the modern trend of doing business.
- Full Text:
- Date Issued: 2008
- Authors: Craig, Kenneth Bruce
- Date: 2008
- Subjects: Teams in the workplace -- South Africa , Teams in the workplace -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8712 , http://hdl.handle.net/10948/936 , Teams in the workplace -- South Africa , Teams in the workplace -- Management
- Description: department of BKB Ltd. The research aimed at addressing the team balance, the environment and culture in which the team operates and teamwork competencies of the value chain. Thus, creating a high performance value chain team will add to the success of the team, and hence the company as a whole. Research to establish the degree of teamwork within the value chain was undertaken. A survey which included a structured self-administered questionnaire was used to elicit information from all eight value chain team members (four section heads and their four supervisors), who represented the entire cross-section of the value chain team. The research revealed the following important points pertaining to the value chain team: • The team’s balance needs to be addressed; and • The culture and environment in which the team operates needs to be reviewed. Points of interest pertaining to teamwork competencies include the following: • The degree of teamwork is average; • The level of individual competencies is high; • The extent that team members are team players is average; • That team communication is below average; • A high perception of hidden agendas exists; • Dysfunctional team conflict exists; • A high level of empowerment and autonomy exists; • Team leadership - team linker is absent; • Co-operation and collaboration is below average; • Team attitude is high; • Team motivation is high; • Team strategies exist, but need more attention; • Team set goals are set; • Free-wheelers exist in the team; • Job satisfaction is above average; • Team recognition is high; and • Team synergy is average. Teamwork needs to be analyzed holistically, to ensure that the complex dynamics of teamwork is acknowledged and understood. A greater knowledge and understanding of the characteristics and measurement criteria of teamwork will equip team enthusiasts in building high performance teams, to the benefit of all role players. High performance team based organisations will add to the current and future success of the business. As the term “synergy” implies, the result is greater than the sum of the individual effects and capabilities. This emphasises why team-based organisations are fast becoming the modern trend of doing business.
- Full Text:
- Date Issued: 2008
Investigating the potential for the application of lean manufacturing in the can coating plant at Duco Coatings
- Authors: Erasmus, Deidre Felicia
- Date: 2008
- Subjects: Manufacturing processes -- South Africa , Waste minimization -- South Africa , Production management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8579 , http://hdl.handle.net/10948/949 , Manufacturing processes -- South Africa , Waste minimization -- South Africa , Production management -- South Africa
- Description: Companies are constantly expected to be more competitive while working in an environment in which time and cost are limited, thereby preventing such companies from taking the time required to be responsive. It is, therefore, important that companies understand that conventional knowledge and methods will not serve unless there is a concerted focus on improvement of organisational performance toward fulfilling increased expectations, not just maintaining that which is comfortable. A more sustainable approach may be the introduction of lean manufacturing techniques. The lean manufacturing process is one that continuously strives to eliminate waste, thereby increasing the percentage of time that may be devoted to value-adding activities. Lean manufacturing principles were applied in the Can Coating Plant of Duco Speciality Coatings. This study was intended to identify waste in the current production process in the Can Coating Plant and then to use lean tools and principles to eliminate such waste. Implementation of these lean tools proved to result in a leaner and more value-adding process. The new process rendered a positive result on Duco Coating’s costs, quality and product performance. Recommendations on further improvements were also offered.
- Full Text:
- Date Issued: 2008
- Authors: Erasmus, Deidre Felicia
- Date: 2008
- Subjects: Manufacturing processes -- South Africa , Waste minimization -- South Africa , Production management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8579 , http://hdl.handle.net/10948/949 , Manufacturing processes -- South Africa , Waste minimization -- South Africa , Production management -- South Africa
- Description: Companies are constantly expected to be more competitive while working in an environment in which time and cost are limited, thereby preventing such companies from taking the time required to be responsive. It is, therefore, important that companies understand that conventional knowledge and methods will not serve unless there is a concerted focus on improvement of organisational performance toward fulfilling increased expectations, not just maintaining that which is comfortable. A more sustainable approach may be the introduction of lean manufacturing techniques. The lean manufacturing process is one that continuously strives to eliminate waste, thereby increasing the percentage of time that may be devoted to value-adding activities. Lean manufacturing principles were applied in the Can Coating Plant of Duco Speciality Coatings. This study was intended to identify waste in the current production process in the Can Coating Plant and then to use lean tools and principles to eliminate such waste. Implementation of these lean tools proved to result in a leaner and more value-adding process. The new process rendered a positive result on Duco Coating’s costs, quality and product performance. Recommendations on further improvements were also offered.
- Full Text:
- Date Issued: 2008
Retention strategies for skilled SARS customs employees
- Authors: Lennie, Graeme Mark
- Date: 2008
- Subjects: Employee retention , Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8704 , http://hdl.handle.net/10948/999 , Employee retention , Employee motivation
- Description: The South African Revenue Services (SARS) is an amalgamation of the former Departments of Customs and Excise, and the Receiver of Revenue. SARS obtained full autonomy from the Government in October 1997 in order for it to administer its own affairs. SARS has since made great strides in transforming its people and technology, although some growing pains are recently being experienced, i.e. the “retention question”. The problem statement, “What strategies can be implemented for retaining skilled employees within SARS Customs” is derived from a multitude of problematic issues currently being experienced world wide. Problem areas particular to South Africa, include: the mass exodus of white skilled labour; baby-boomers (aged 60 – 65) nearing retirement, affirmative action, employment equity, and a general lack of skills in the employment industry. An employee engagement survey (2007) conducted at SARS, shows figures that further exacerbates the problem. The objectives of the research were therefore, to conduct a literature study of employee retention strategies, investigate the research strategies currently being employed at SARS, the reasons for the low levels of employee engagement and to develop a strategic model for employee retention for use at SARS Customs in the Eastern Cape Region of South Africa The study takes the form of a case study, using quantitative and qualitative methods of research. A questionnaire was distributed to respondents, the results of which were analysed and presented. The findings show that SARS Customs is in a good position with regards to pay and benefits. Areas that require attention though are training, development and career management, effective supervision, and day-to-day activities.
- Full Text:
- Date Issued: 2008
- Authors: Lennie, Graeme Mark
- Date: 2008
- Subjects: Employee retention , Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8704 , http://hdl.handle.net/10948/999 , Employee retention , Employee motivation
- Description: The South African Revenue Services (SARS) is an amalgamation of the former Departments of Customs and Excise, and the Receiver of Revenue. SARS obtained full autonomy from the Government in October 1997 in order for it to administer its own affairs. SARS has since made great strides in transforming its people and technology, although some growing pains are recently being experienced, i.e. the “retention question”. The problem statement, “What strategies can be implemented for retaining skilled employees within SARS Customs” is derived from a multitude of problematic issues currently being experienced world wide. Problem areas particular to South Africa, include: the mass exodus of white skilled labour; baby-boomers (aged 60 – 65) nearing retirement, affirmative action, employment equity, and a general lack of skills in the employment industry. An employee engagement survey (2007) conducted at SARS, shows figures that further exacerbates the problem. The objectives of the research were therefore, to conduct a literature study of employee retention strategies, investigate the research strategies currently being employed at SARS, the reasons for the low levels of employee engagement and to develop a strategic model for employee retention for use at SARS Customs in the Eastern Cape Region of South Africa The study takes the form of a case study, using quantitative and qualitative methods of research. A questionnaire was distributed to respondents, the results of which were analysed and presented. The findings show that SARS Customs is in a good position with regards to pay and benefits. Areas that require attention though are training, development and career management, effective supervision, and day-to-day activities.
- Full Text:
- Date Issued: 2008
Strategies for retaining talented staff and knowledge managers : a case study
- Authors: Gatyeni, Litha
- Date: 2008
- Subjects: Employee retention -- South Africa , Employee motivation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8710 , http://hdl.handle.net/10948/958 , Employee retention -- South Africa , Employee motivation -- South Africa
- Description: The South African government is currently targeting 6 per cent economic growth for the country (Mail & Guardian, 2006). The construction industry is one of the growing forces contributing to the current economic growth of South Africa. However, in the speech made by the president Thabo Mbeki, he highlighted the labour market as one of the key constraints to achieving higher and sustainable growth. It is believed that there is a skills shortage or a mismatch in the labour market (Mail & Guardian, 2006). The construction industry has seen a steady growth over the past number of years. When South Africa won the bid to host the 2010 world cup, this required more building work to be done, such as construction of stadia, hotels, etc. This has put further strain in the construction industry. As the work load increases, the companies in the industry require more resources, with the human resources being the most affected. This has seen a high rate of talented staff turnover in the industry as companies seek to increase their capacity to allow them cope with the current work load. The consulting engineering industry plays a critical role of the construction industry. The selected company is part of the electrical and mechanical consulting engineering industry which has also been affected by the high talented staff turnover. The main purpose for this research was to identify retention strategies that can be used by the selected company to reduce the turnover of their talented staff. The research also investigated methods to retain the knowledge within the company that was possibly lost due to a high talented staff turnover rate. The first step used to resolve the issues discussed above was to complete a full literature study. The literature study sought to reveal what characteristics were required in the company that ensured staff would be happy in that company and remain there for a long time. The literature study also covered what knowledge iv management methods can be used by the company to retain its valuable knowledge. Secondly, the views of current staff, ex-staff and management of the selected company on staff and knowledge management strategies were asked in an empirical study, which involved completing questionnaires and conducting structured interviews. Based on the findings of the literature study and the empirical study, the last step was to make recommendations on what strategies should be implemented to retain staff and knowledge for the selected company.
- Full Text:
- Date Issued: 2008
- Authors: Gatyeni, Litha
- Date: 2008
- Subjects: Employee retention -- South Africa , Employee motivation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8710 , http://hdl.handle.net/10948/958 , Employee retention -- South Africa , Employee motivation -- South Africa
- Description: The South African government is currently targeting 6 per cent economic growth for the country (Mail & Guardian, 2006). The construction industry is one of the growing forces contributing to the current economic growth of South Africa. However, in the speech made by the president Thabo Mbeki, he highlighted the labour market as one of the key constraints to achieving higher and sustainable growth. It is believed that there is a skills shortage or a mismatch in the labour market (Mail & Guardian, 2006). The construction industry has seen a steady growth over the past number of years. When South Africa won the bid to host the 2010 world cup, this required more building work to be done, such as construction of stadia, hotels, etc. This has put further strain in the construction industry. As the work load increases, the companies in the industry require more resources, with the human resources being the most affected. This has seen a high rate of talented staff turnover in the industry as companies seek to increase their capacity to allow them cope with the current work load. The consulting engineering industry plays a critical role of the construction industry. The selected company is part of the electrical and mechanical consulting engineering industry which has also been affected by the high talented staff turnover. The main purpose for this research was to identify retention strategies that can be used by the selected company to reduce the turnover of their talented staff. The research also investigated methods to retain the knowledge within the company that was possibly lost due to a high talented staff turnover rate. The first step used to resolve the issues discussed above was to complete a full literature study. The literature study sought to reveal what characteristics were required in the company that ensured staff would be happy in that company and remain there for a long time. The literature study also covered what knowledge iv management methods can be used by the company to retain its valuable knowledge. Secondly, the views of current staff, ex-staff and management of the selected company on staff and knowledge management strategies were asked in an empirical study, which involved completing questionnaires and conducting structured interviews. Based on the findings of the literature study and the empirical study, the last step was to make recommendations on what strategies should be implemented to retain staff and knowledge for the selected company.
- Full Text:
- Date Issued: 2008
The development of a total quality management organisational culture for Eden District Municipality
- Authors: Jantjies, Xavier
- Date: 2008
- Subjects: Total quality management -- South Africa -- Eden district municipality , Total quality management in government -- South Africa -- Eden district municipality , Organizational effectiveness , Industrial management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8708 , http://hdl.handle.net/10948/988 , Total quality management -- South Africa -- Eden district municipality , Total quality management in government -- South Africa -- Eden district municipality , Organizational effectiveness , Industrial management
- Description: Local governments are under tremendous pressure to control their costs and improve their services. Managing quality at local government level implies an enormous upheaval in organisational culture. The changing environment calls for new approaches to meeting the organisation’s mission. Total quality management is one of the tools, which government organisations are embracing to meet the growing demand of a changing environment. This paper will discuss the quest for service excellence and continuous improvement and the role of employees in total quality management and how this can be maximized by managers. It will also focus on cultural transformation principles that are useful in promoting quality processes and output and consequently service excellence in an organisation. The main objective of this research study is to investigate how a total quality management organisational culture can be developed at Eden District Municipality. To realize it, the current organisational culture at Eden District Municipality was analysed to determine what should be done. A literature review was conducted to determine the components of a total quality management organisational culture. All this information was used to formulate an approach for the development of a total quality management organisational culture. The empirical study involved a questionnaire, a sample and statistical analysis adapted to solve the main and sub-problems of the study. The research data indicated that Eden District Municipality does not support a total quality management organisational culture.
- Full Text:
- Date Issued: 2008
- Authors: Jantjies, Xavier
- Date: 2008
- Subjects: Total quality management -- South Africa -- Eden district municipality , Total quality management in government -- South Africa -- Eden district municipality , Organizational effectiveness , Industrial management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8708 , http://hdl.handle.net/10948/988 , Total quality management -- South Africa -- Eden district municipality , Total quality management in government -- South Africa -- Eden district municipality , Organizational effectiveness , Industrial management
- Description: Local governments are under tremendous pressure to control their costs and improve their services. Managing quality at local government level implies an enormous upheaval in organisational culture. The changing environment calls for new approaches to meeting the organisation’s mission. Total quality management is one of the tools, which government organisations are embracing to meet the growing demand of a changing environment. This paper will discuss the quest for service excellence and continuous improvement and the role of employees in total quality management and how this can be maximized by managers. It will also focus on cultural transformation principles that are useful in promoting quality processes and output and consequently service excellence in an organisation. The main objective of this research study is to investigate how a total quality management organisational culture can be developed at Eden District Municipality. To realize it, the current organisational culture at Eden District Municipality was analysed to determine what should be done. A literature review was conducted to determine the components of a total quality management organisational culture. All this information was used to formulate an approach for the development of a total quality management organisational culture. The empirical study involved a questionnaire, a sample and statistical analysis adapted to solve the main and sub-problems of the study. The research data indicated that Eden District Municipality does not support a total quality management organisational culture.
- Full Text:
- Date Issued: 2008
The effectiveness of blood donor education programmes in secondary schools in Mthatha (Eastern Cape)
- Authors: Manjezi, Miseka Elizabeth
- Date: 2008
- Subjects: Blood -- Transfusion -- Social aspects -- South Africa -- Eastern Cape , Blood donors -- South Africa -- Eastern Cape -- Attitudes
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8701 , http://hdl.handle.net/10948/1010 , Blood -- Transfusion -- Social aspects -- South Africa -- Eastern Cape , Blood donors -- South Africa -- Eastern Cape -- Attitudes
- Description: The dissertation takes the form of an impact study. It is based on a ten month period of research involving a literature review, interviews with headmasters of secondary schools who gave permission to survey their students, educational talks to secondary school learners and a survey of 500 learners from different schools in the Mthatha region. Purpose: The research endeavour addressed the problem of investigating the effectiveness of blood donor education in secondary schools in Mthatha region. Design/methodology/approach: This study employed a questionnaire-based survey. Five schools namely Mthatha High School, Holy Cross High School, Strategic High School; St Johns’ College and Zamukulungisa High School participated in this study. The Statistical Analysis System was employed to assess the association between the awareness strategies and general donor response. A chi–square test of association, based on the p –value approach, was used to achieve the results. Findings: This study finds that a blood donor education programme can increase blood donation awareness; benefit the schools and community, thus increasing the blood donor base. Receiving information as to the criteria for blood donation and how each individual donation is used to save a life is seen as a powerful means of reinforcement. Research limitations/implications: Further research is recommended on a large scale, involving all schools in Mthatha region. The research was delayed because it employed a new approach and a team had to be appointed before the blood donor centre can be opened. It is further recommended a once–off educational programme is not ideal because learners may not have received blood donation education before and should be repeated in follow-up sessions. Originality: This is the first research study looking at the effectiveness of a blood donor education programme in Mthatha secondary schools.
- Full Text:
- Date Issued: 2008
The effectiveness of blood donor education programmes in secondary schools in Mthatha (Eastern Cape)
- Authors: Manjezi, Miseka Elizabeth
- Date: 2008
- Subjects: Blood -- Transfusion -- Social aspects -- South Africa -- Eastern Cape , Blood donors -- South Africa -- Eastern Cape -- Attitudes
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8701 , http://hdl.handle.net/10948/1010 , Blood -- Transfusion -- Social aspects -- South Africa -- Eastern Cape , Blood donors -- South Africa -- Eastern Cape -- Attitudes
- Description: The dissertation takes the form of an impact study. It is based on a ten month period of research involving a literature review, interviews with headmasters of secondary schools who gave permission to survey their students, educational talks to secondary school learners and a survey of 500 learners from different schools in the Mthatha region. Purpose: The research endeavour addressed the problem of investigating the effectiveness of blood donor education in secondary schools in Mthatha region. Design/methodology/approach: This study employed a questionnaire-based survey. Five schools namely Mthatha High School, Holy Cross High School, Strategic High School; St Johns’ College and Zamukulungisa High School participated in this study. The Statistical Analysis System was employed to assess the association between the awareness strategies and general donor response. A chi–square test of association, based on the p –value approach, was used to achieve the results. Findings: This study finds that a blood donor education programme can increase blood donation awareness; benefit the schools and community, thus increasing the blood donor base. Receiving information as to the criteria for blood donation and how each individual donation is used to save a life is seen as a powerful means of reinforcement. Research limitations/implications: Further research is recommended on a large scale, involving all schools in Mthatha region. The research was delayed because it employed a new approach and a team had to be appointed before the blood donor centre can be opened. It is further recommended a once–off educational programme is not ideal because learners may not have received blood donation education before and should be repeated in follow-up sessions. Originality: This is the first research study looking at the effectiveness of a blood donor education programme in Mthatha secondary schools.
- Full Text:
- Date Issued: 2008
The importance of managerial skills for medical doctors
- Authors: Ngxukumeshe, Tandiswa
- Date: 2008
- Subjects: Physician executives -- South Africa -- Port Elizabeth , Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8709 , http://hdl.handle.net/10948/977 , Physician executives -- South Africa -- Port Elizabeth , Management
- Description: The role played by medical doctors and the employment positions they hold in South Africa and in the world today has shifted from being clinical only to include management. They were once only responsible for patient care, now are responsible for their organization's management. Physician managers have difficult tasks for which medical school provides no preparation. Doctors in an assortment of roles take on management responsibilities to varying degrees: these may be a single-handed private practitioner or lead a small clinical team; or a clinical or medical director or a chief executive; or hold senior management positions in National or Regional Legislature. Some are also managing and supervising colleagues in public or private hospitals and are responsible for managing budgets, allocation of resources; developing policies and making other management decisions. These roles require knowledge and competence of managerial skills in order to facilitate and lead in an effective and efficient manner. This study revealed that medical doctors, as business owners, in Mercantile Hospital are running their businesses, the medical private practices, without any managerial skills’ training. There was a general consensus that there is a need for managerial skills in any business and the respondents confirmed that managerial skills are important and necessary for the successful achievement of goals in a medical private practice.
- Full Text:
- Date Issued: 2008
- Authors: Ngxukumeshe, Tandiswa
- Date: 2008
- Subjects: Physician executives -- South Africa -- Port Elizabeth , Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8709 , http://hdl.handle.net/10948/977 , Physician executives -- South Africa -- Port Elizabeth , Management
- Description: The role played by medical doctors and the employment positions they hold in South Africa and in the world today has shifted from being clinical only to include management. They were once only responsible for patient care, now are responsible for their organization's management. Physician managers have difficult tasks for which medical school provides no preparation. Doctors in an assortment of roles take on management responsibilities to varying degrees: these may be a single-handed private practitioner or lead a small clinical team; or a clinical or medical director or a chief executive; or hold senior management positions in National or Regional Legislature. Some are also managing and supervising colleagues in public or private hospitals and are responsible for managing budgets, allocation of resources; developing policies and making other management decisions. These roles require knowledge and competence of managerial skills in order to facilitate and lead in an effective and efficient manner. This study revealed that medical doctors, as business owners, in Mercantile Hospital are running their businesses, the medical private practices, without any managerial skills’ training. There was a general consensus that there is a need for managerial skills in any business and the respondents confirmed that managerial skills are important and necessary for the successful achievement of goals in a medical private practice.
- Full Text:
- Date Issued: 2008