An international marketing framework for Ford South Africa in Nigeria
- Authors: Adams, Pedro Duan
- Date: 2016
- Subjects: Export marketing -- Cross-cultural studies , Marketing -- Cross-cultural studies , Marketing -- Management -- Cross-cultural studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/3869 , vital:20471
- Description: Africa is seen as the last investment frontier and according to literature will have a GDP of $1.5 trillion by the year 2016 and a population that is double the size of Europe. The rapid expansion of infrastructure and construction in African countries, such as Mozambique and Zambia has increased the demand for commercial vehicles. This has sparked unparalleled marketing opportunities for automotive manufacturers and the continent is fast attracting major players in this sector. The international marketing literature still lacks detailed studies and research into the marketing deliberations and trades in Africa. Therefore, according literature a greater representation of African culture within the international marketing literature would provide relevance and richness in the global market place and offer greater insight to organisations who are seeking to invest and expand their businesses in Africa. The management issue here is to comprehend the diversity and vastness of this region and putting together all spheres to ensure growth and creating brand loyalty. The key challenge here is for management to be able to grasp and understand not only the various cultures but also the way of doing business in such a vastly different region. It is therefore imperative for Ford Motor Company to fully understand these factors so as to take full advantage associated with entering a market early which is commonly referred as first-mover-advantage. A case in point is when General Motors entered the Chinese automotive industry in 1997 when the Chinese market was relatively small. General Motors’ enthusiasm and commitment back in 1997 was driven by a belief that China would ultimately become an economic powerhouse and emerge as one of the world’s largest automotive markets. By the year 2010 China was one of the world’s biggest automotive markets and General Motors was a dominant force in this market. Africa has all the key elements for the growth and development of a robust automotive market. By studying past experiences and outcomes from empirical studies on international marketing with emphasis on the automotive industry, it will be possible to draw lessons and experience about the potential growth of the automotive sector on the African continent. This study will also be of great significance to other automotive manufacturers and suppliers looking to expand their business and market share across Africa due to the increase of the middle class. Therefore creative strategies and thinking of how to circumvent challenges in the African cultural environment, creativity in managing bureaucracy and due diligence about business and investment opportunities will uncover unprecedented volumes of profitable business that lies untapped on the African continent. Data from the quantitative study suggest that culture, political environment, country-of-origin, competition and country infrastructure in Nigeria, are essential factors to the development of a successful international marketing strategy for Ford South Africa. This study therefore concludes that Ford Motor Company of South Africa can utilize this framework in order to gain greater market share and ultimately success in Nigeria. Recommendations were also made for future research studies that can contribute to the international marketing literature with emphasis on the African market.
- Full Text:
- Date Issued: 2016
- Authors: Adams, Pedro Duan
- Date: 2016
- Subjects: Export marketing -- Cross-cultural studies , Marketing -- Cross-cultural studies , Marketing -- Management -- Cross-cultural studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/3869 , vital:20471
- Description: Africa is seen as the last investment frontier and according to literature will have a GDP of $1.5 trillion by the year 2016 and a population that is double the size of Europe. The rapid expansion of infrastructure and construction in African countries, such as Mozambique and Zambia has increased the demand for commercial vehicles. This has sparked unparalleled marketing opportunities for automotive manufacturers and the continent is fast attracting major players in this sector. The international marketing literature still lacks detailed studies and research into the marketing deliberations and trades in Africa. Therefore, according literature a greater representation of African culture within the international marketing literature would provide relevance and richness in the global market place and offer greater insight to organisations who are seeking to invest and expand their businesses in Africa. The management issue here is to comprehend the diversity and vastness of this region and putting together all spheres to ensure growth and creating brand loyalty. The key challenge here is for management to be able to grasp and understand not only the various cultures but also the way of doing business in such a vastly different region. It is therefore imperative for Ford Motor Company to fully understand these factors so as to take full advantage associated with entering a market early which is commonly referred as first-mover-advantage. A case in point is when General Motors entered the Chinese automotive industry in 1997 when the Chinese market was relatively small. General Motors’ enthusiasm and commitment back in 1997 was driven by a belief that China would ultimately become an economic powerhouse and emerge as one of the world’s largest automotive markets. By the year 2010 China was one of the world’s biggest automotive markets and General Motors was a dominant force in this market. Africa has all the key elements for the growth and development of a robust automotive market. By studying past experiences and outcomes from empirical studies on international marketing with emphasis on the automotive industry, it will be possible to draw lessons and experience about the potential growth of the automotive sector on the African continent. This study will also be of great significance to other automotive manufacturers and suppliers looking to expand their business and market share across Africa due to the increase of the middle class. Therefore creative strategies and thinking of how to circumvent challenges in the African cultural environment, creativity in managing bureaucracy and due diligence about business and investment opportunities will uncover unprecedented volumes of profitable business that lies untapped on the African continent. Data from the quantitative study suggest that culture, political environment, country-of-origin, competition and country infrastructure in Nigeria, are essential factors to the development of a successful international marketing strategy for Ford South Africa. This study therefore concludes that Ford Motor Company of South Africa can utilize this framework in order to gain greater market share and ultimately success in Nigeria. Recommendations were also made for future research studies that can contribute to the international marketing literature with emphasis on the African market.
- Full Text:
- Date Issued: 2016
Appraising the national road transport system in the light of the South African economic development plan
- Authors: Potgieter, Andries Hendrik
- Date: 2016
- Subjects: Transportation -- South Africa , Economic development -- South Africa , Infrastructure (Economics) -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/3655 , vital:20450
- Description: Since the mid 70’s politicians have realized how important transport has become in the economy of South Africa and the advantages it has on growth, job creation and infrastructure. The result was involvement in the rules and regulations that govern South African transport in our country today. Economic growth has become a critical factor for the survival of economies as well as the future prospects of generations to come. The global recession which had a direct and indirect effect on South Africa has highlighted the importance. The question on how the National Development Plan could have an influence on local and national economic growth has developed as well as what the impact will be of the contribution road transport can make on the growth of the South African society and the economy. When the current road transport sector is taken into consideration, the need for a constructive plan that can assist transporters, drivers and businesses to grow and expand has been identified. The purpose of this study is thus to determine what the current economic situation in the world and in South Africa is as well as how the current political spheres are contributing to the national economy. An in-depth analysis of the National Development Plan has been done with emphasis on the effect on transport in general and the effect on road transport in South Africa. In order to accomplish this objective a detailed literature study was done which highlighted the academics information that pertains to the above mentioned topics. An empirical study that would measure the thought process and feelings about the National Development Plan and road transport has been conducted by means of a questionnaire. The results of the study have indicated that the National Development Plan could be an important tool and could have an enormous positive effect on the overall economic situation of South Africa and its citizens. In addition, the study has revealed that in the long term the effect of the plan could be to the advantage of the road transport sector. Factors that could contribute to the success would be features such as the planned improvements on the main transport corridors, upgrade of infrastructure and the controlling of environmental matters would have give a positive ring to it. On the other hand, recommendations to rectify and improve other issues such as corruption, leadership, maintenance backlogs and stricter laws and policies have been identified that are hindering businesses to grow and expand. Literature and data gained through the empirical study has indicated that the National Development Plan will improve South Africa’s economic situation. Respondents were optimistic about the plan and the overall feeling were that the plan will succeed in improving the road transport sector thus contribute to the National Development Plan objective to eliminate poverty and inequality by 2030.
- Full Text:
- Date Issued: 2016
- Authors: Potgieter, Andries Hendrik
- Date: 2016
- Subjects: Transportation -- South Africa , Economic development -- South Africa , Infrastructure (Economics) -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/3655 , vital:20450
- Description: Since the mid 70’s politicians have realized how important transport has become in the economy of South Africa and the advantages it has on growth, job creation and infrastructure. The result was involvement in the rules and regulations that govern South African transport in our country today. Economic growth has become a critical factor for the survival of economies as well as the future prospects of generations to come. The global recession which had a direct and indirect effect on South Africa has highlighted the importance. The question on how the National Development Plan could have an influence on local and national economic growth has developed as well as what the impact will be of the contribution road transport can make on the growth of the South African society and the economy. When the current road transport sector is taken into consideration, the need for a constructive plan that can assist transporters, drivers and businesses to grow and expand has been identified. The purpose of this study is thus to determine what the current economic situation in the world and in South Africa is as well as how the current political spheres are contributing to the national economy. An in-depth analysis of the National Development Plan has been done with emphasis on the effect on transport in general and the effect on road transport in South Africa. In order to accomplish this objective a detailed literature study was done which highlighted the academics information that pertains to the above mentioned topics. An empirical study that would measure the thought process and feelings about the National Development Plan and road transport has been conducted by means of a questionnaire. The results of the study have indicated that the National Development Plan could be an important tool and could have an enormous positive effect on the overall economic situation of South Africa and its citizens. In addition, the study has revealed that in the long term the effect of the plan could be to the advantage of the road transport sector. Factors that could contribute to the success would be features such as the planned improvements on the main transport corridors, upgrade of infrastructure and the controlling of environmental matters would have give a positive ring to it. On the other hand, recommendations to rectify and improve other issues such as corruption, leadership, maintenance backlogs and stricter laws and policies have been identified that are hindering businesses to grow and expand. Literature and data gained through the empirical study has indicated that the National Development Plan will improve South Africa’s economic situation. Respondents were optimistic about the plan and the overall feeling were that the plan will succeed in improving the road transport sector thus contribute to the National Development Plan objective to eliminate poverty and inequality by 2030.
- Full Text:
- Date Issued: 2016
Assessing Nelson Mandela Bay Municipality's urban resilience
- Authors: Gatang'i, Rebecca Nyangige
- Date: 2016
- Subjects: Sustainable development -- South Africa -- Nelson Mandela Bay Municipality , City planning -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/7637 , vital:22273
- Description: The quest for resilient cities has emerged as a strategy to mitigate and adapt the problems created by urban population growth and rapid urbanisation. Resilience has increasingly become an important urban policy discourse that challenge cities to reflect on their adaptive capacity to function in the face of adversity. Urban resilience in particular, amplifies the concern that urban spaces are the hub of heightened complexities of diverse risks. Across the globe, the concept of resilience is gaining momentum with many academic researchers discussing this phenomenon. In South Africa, the concept has been sparingly incorporated in a number of literatures with little focus on local government entities such as municipalities. In order to close this gap in the literature, and in response to the increasing use of the concept locally, this study explores the extent to which factors of resilience resonate within the Nelson Mandela Bay Municipality urban management practices. Based on the exploration of a wide array of literature from various disciplinary areas, this study examines the concept of urbanisation and the related challenges. It also critically explores the concept of resilience, its application in urban management as well as the attributes of the adaptive capacities that enable urban resilience. This research adopts the City Resilience Framework and Index developed by Arup in partnership with the Rockefeller Foundation to assess the levels of resilience in the Nelson Mandela Bay Municipality. The framework identifies four main dimensions used to measure resilience: People’s health and wellbeing, Organisation of the economy and society, Place of urban systems and services and Knowledge inherent in leadership and strategy. These dimensions form the basis of an integrative framework that provides an alternative lense through which cities can understand their unique attributes that contribute to their resilience. This research highlights the levels of resilience within the Nelson Mandela Bay Municipality and outlines practical implications for Nelson Mandela Bay Municipality’s management which can also be applied in other cities. This research adopts a positivist approach and applies statistical empirical measures using a quantitative analysis process. The research instrument in the form of a questionnaire was administered to the target population for data collection. Using the conceptual framework, the researcher applied statistical analysis to derive relationships amongst the variables to determine the degree of resilience in Nelson Mandela Bay Municipality using the four main dimensions of the framework. The findings of the study show the varying levels of resilience within NMBM’s practices. NMBM’s principal success areas include; providing basic houses, ensuring water and sanitation facilities, instituting effective labour policies, providing skills development and training facilities especially to the youth, enabling a conducive atmosphere for business development and the presence of an integrated development strategy. However, not much has been done in providing sufficient public health facilities, alternative energy sources, access to financial services, ensuring food security, enabling continuity of projects and activities through a funded budget, providing emergency medical services in the event of a disaster, high levels of corruption and insufficient deterrents to crime. Overall, the results show that NMBM has made good strides in enabling high level of resilience in its day to day operations. The findings of this study suggest that urban resilience is a continuous process that facilitates engagement leading to a dialogue and deeper understanding of a city.
- Full Text:
- Date Issued: 2016
- Authors: Gatang'i, Rebecca Nyangige
- Date: 2016
- Subjects: Sustainable development -- South Africa -- Nelson Mandela Bay Municipality , City planning -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/7637 , vital:22273
- Description: The quest for resilient cities has emerged as a strategy to mitigate and adapt the problems created by urban population growth and rapid urbanisation. Resilience has increasingly become an important urban policy discourse that challenge cities to reflect on their adaptive capacity to function in the face of adversity. Urban resilience in particular, amplifies the concern that urban spaces are the hub of heightened complexities of diverse risks. Across the globe, the concept of resilience is gaining momentum with many academic researchers discussing this phenomenon. In South Africa, the concept has been sparingly incorporated in a number of literatures with little focus on local government entities such as municipalities. In order to close this gap in the literature, and in response to the increasing use of the concept locally, this study explores the extent to which factors of resilience resonate within the Nelson Mandela Bay Municipality urban management practices. Based on the exploration of a wide array of literature from various disciplinary areas, this study examines the concept of urbanisation and the related challenges. It also critically explores the concept of resilience, its application in urban management as well as the attributes of the adaptive capacities that enable urban resilience. This research adopts the City Resilience Framework and Index developed by Arup in partnership with the Rockefeller Foundation to assess the levels of resilience in the Nelson Mandela Bay Municipality. The framework identifies four main dimensions used to measure resilience: People’s health and wellbeing, Organisation of the economy and society, Place of urban systems and services and Knowledge inherent in leadership and strategy. These dimensions form the basis of an integrative framework that provides an alternative lense through which cities can understand their unique attributes that contribute to their resilience. This research highlights the levels of resilience within the Nelson Mandela Bay Municipality and outlines practical implications for Nelson Mandela Bay Municipality’s management which can also be applied in other cities. This research adopts a positivist approach and applies statistical empirical measures using a quantitative analysis process. The research instrument in the form of a questionnaire was administered to the target population for data collection. Using the conceptual framework, the researcher applied statistical analysis to derive relationships amongst the variables to determine the degree of resilience in Nelson Mandela Bay Municipality using the four main dimensions of the framework. The findings of the study show the varying levels of resilience within NMBM’s practices. NMBM’s principal success areas include; providing basic houses, ensuring water and sanitation facilities, instituting effective labour policies, providing skills development and training facilities especially to the youth, enabling a conducive atmosphere for business development and the presence of an integrated development strategy. However, not much has been done in providing sufficient public health facilities, alternative energy sources, access to financial services, ensuring food security, enabling continuity of projects and activities through a funded budget, providing emergency medical services in the event of a disaster, high levels of corruption and insufficient deterrents to crime. Overall, the results show that NMBM has made good strides in enabling high level of resilience in its day to day operations. The findings of this study suggest that urban resilience is a continuous process that facilitates engagement leading to a dialogue and deeper understanding of a city.
- Full Text:
- Date Issued: 2016
Assessing Nelson Mandela Bay Municipality's urban resilience
- Authors: Gatang'i, Rebecca Nyangige
- Date: 2016
- Subjects: City planning -- South Africa -- Nelson Mandela Bay Municipality , Sustainable development -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/7639 , vital:22272
- Description: The quest for resilient cities has emerged as a strategy to mitigate and adapt the problems created by urban population growth and rapid urbanisation. Resilience has increasingly become an important urban policy discourse that challenge cities to reflect on their adaptive capacity to function in the face of adversity. Urban resilience in particular, amplifies the concern that urban spaces are the hub of heightened complexities of diverse risks. Across the globe, the concept of resilience is gaining momentum with many academic researchers discussing this phenomenon. In South Africa, the concept has been sparingly incorporated in a number of literatures with little focus on local government entities such as municipalities. In order to close this gap in the literature, and in response to the increasing use of the concept locally, this study explores the extent to which factors of resilience resonate within the Nelson Mandela Bay Municipality urban management practices. Based on the exploration of a wide array of literature from various disciplinary areas, this study examines the concept of urbanisation and the related challenges. It also critically explores the concept of resilience, its application in urban management as well as the attributes of the adaptive capacities that enable urban resilience. This research adopts the City Resilience Framework and Index developed by Arup in partnership with the Rockefeller Foundation to assess the levels of resilience in the Nelson Mandela Bay Municipality. The framework identifies four main dimensions used to measure resilience: People’s health and wellbeing, Organisation of the economy and society, Place of urban systems and services and Knowledge inherent in leadership and strategy. These dimensions form the basis of an integrative framework that provides an alternative lense through which cities can understand their unique attributes that contribute to their resilience. This research highlights the levels of resilience within the Nelson Mandela Bay Municipality and outlines practical implications for Nelson Mandela Bay Municipality’s management which can also be applied in other cities. This research adopts a positivist approach and applies statistical empirical measures using a quantitative analysis process. The research instrument in the form of a questionnaire was administered to the target population for data collection. Using the conceptual framework, the researcher applied statistical analysis to derive relationships amongst the variables to determine the degree of resilience in Nelson Mandela Bay Municipality using the four main dimensions of the framework. The findings of the study show the varying levels of resilience within NMBM’s practices. NMBM’s principal success areas include; providing basic houses, ensuring water and sanitation facilities, instituting effective labour policies, providing skills development and training facilities especially to the youth, enabling a conducive atmosphere for business development and the presence of an integrated development strategy. However, not much has been done in providing sufficient public health facilities, alternative energy sources, access to financial services, ensuring food security, enabling continuity of projects and activities through a funded budget, providing emergency medical services in the event of a disaster, high levels of corruption and insufficient deterrents to crime. Overall, the results show that NMBM has made good strides in enabling high level of resilience in its day to day operations. The findings of this study suggest that urban resilience is a continuous process that facilitates engagement leading to a dialogue and deeper understanding of a city.
- Full Text:
- Date Issued: 2016
- Authors: Gatang'i, Rebecca Nyangige
- Date: 2016
- Subjects: City planning -- South Africa -- Nelson Mandela Bay Municipality , Sustainable development -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/7639 , vital:22272
- Description: The quest for resilient cities has emerged as a strategy to mitigate and adapt the problems created by urban population growth and rapid urbanisation. Resilience has increasingly become an important urban policy discourse that challenge cities to reflect on their adaptive capacity to function in the face of adversity. Urban resilience in particular, amplifies the concern that urban spaces are the hub of heightened complexities of diverse risks. Across the globe, the concept of resilience is gaining momentum with many academic researchers discussing this phenomenon. In South Africa, the concept has been sparingly incorporated in a number of literatures with little focus on local government entities such as municipalities. In order to close this gap in the literature, and in response to the increasing use of the concept locally, this study explores the extent to which factors of resilience resonate within the Nelson Mandela Bay Municipality urban management practices. Based on the exploration of a wide array of literature from various disciplinary areas, this study examines the concept of urbanisation and the related challenges. It also critically explores the concept of resilience, its application in urban management as well as the attributes of the adaptive capacities that enable urban resilience. This research adopts the City Resilience Framework and Index developed by Arup in partnership with the Rockefeller Foundation to assess the levels of resilience in the Nelson Mandela Bay Municipality. The framework identifies four main dimensions used to measure resilience: People’s health and wellbeing, Organisation of the economy and society, Place of urban systems and services and Knowledge inherent in leadership and strategy. These dimensions form the basis of an integrative framework that provides an alternative lense through which cities can understand their unique attributes that contribute to their resilience. This research highlights the levels of resilience within the Nelson Mandela Bay Municipality and outlines practical implications for Nelson Mandela Bay Municipality’s management which can also be applied in other cities. This research adopts a positivist approach and applies statistical empirical measures using a quantitative analysis process. The research instrument in the form of a questionnaire was administered to the target population for data collection. Using the conceptual framework, the researcher applied statistical analysis to derive relationships amongst the variables to determine the degree of resilience in Nelson Mandela Bay Municipality using the four main dimensions of the framework. The findings of the study show the varying levels of resilience within NMBM’s practices. NMBM’s principal success areas include; providing basic houses, ensuring water and sanitation facilities, instituting effective labour policies, providing skills development and training facilities especially to the youth, enabling a conducive atmosphere for business development and the presence of an integrated development strategy. However, not much has been done in providing sufficient public health facilities, alternative energy sources, access to financial services, ensuring food security, enabling continuity of projects and activities through a funded budget, providing emergency medical services in the event of a disaster, high levels of corruption and insufficient deterrents to crime. Overall, the results show that NMBM has made good strides in enabling high level of resilience in its day to day operations. The findings of this study suggest that urban resilience is a continuous process that facilitates engagement leading to a dialogue and deeper understanding of a city.
- Full Text:
- Date Issued: 2016
Build-Operate and Transfer (BOT) as a method of private provisioning of public infrastructure
- Authors: Madungandaba, Ruth Tshweu
- Date: 2016
- Subjects: Infrastructure (Economics) , Build-operate-transfer (Public contracts) , Public goods
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8425 , vital:26355
- Description: BOT scheme method of public infrastructure provisioning by the private sector is one of the most popular PPP methods which in most cases is applied as an automatic choice without performing feasibility studies. It helps the governments to provide infrastructure and services with minimal impact on the governmental budget while allowing it to leverage the latest technology and efficient managerial skill that resides with the private sector. The study that was conducted revealed that BOT scheme has a potential of being the best modality of if applied properly. This modality has a potential of creating a breeding group for corruption at the same time. It also revealed that the application of due processes will not necessarily deter corruption, lack of and exclusion of important stakeholders such as the citizens. The findings of the study revealed that the ruling party in the government can abuse its power in pursuit of its own mission which will not necessarily be in the interest of the public or the other political parties.
- Full Text:
- Date Issued: 2016
- Authors: Madungandaba, Ruth Tshweu
- Date: 2016
- Subjects: Infrastructure (Economics) , Build-operate-transfer (Public contracts) , Public goods
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8425 , vital:26355
- Description: BOT scheme method of public infrastructure provisioning by the private sector is one of the most popular PPP methods which in most cases is applied as an automatic choice without performing feasibility studies. It helps the governments to provide infrastructure and services with minimal impact on the governmental budget while allowing it to leverage the latest technology and efficient managerial skill that resides with the private sector. The study that was conducted revealed that BOT scheme has a potential of being the best modality of if applied properly. This modality has a potential of creating a breeding group for corruption at the same time. It also revealed that the application of due processes will not necessarily deter corruption, lack of and exclusion of important stakeholders such as the citizens. The findings of the study revealed that the ruling party in the government can abuse its power in pursuit of its own mission which will not necessarily be in the interest of the public or the other political parties.
- Full Text:
- Date Issued: 2016
Change management: transformational issues in South-African rugby
- Authors: Erasmus, Innis
- Date: 2016
- Subjects: Organizational change -- Management Sports administration , Rugby football -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/46320 , vital:39547
- Description: The history of the sport rugby evolved from a football game more than a century ago, in England, in a town called Rugby when a young boy by the name of William Webb Ellis picked up the ball and ran to score a try. In the last two decades in South Africa the transformation process in getting more players of colour in the national team has become a real big issue. The fast changing society since 1995, the year in which the Springboks won their first Rugby World Cup, is according to government and critics not represented in the senior national side. Change management is a business management approach to implement procedures to deal with changes and to be able to reach the desired future state by profiting from the changing opportunities. SARU wants to address these issues and changes with their Strategic Transformational Plan. The purpose of this treatise was to study the perception of the junior players on the changes in rugby and the STP. The key drivers which will have influences on change management within the sport organisation were examined by the research. With the research objectives in mind a literature review was performed to create and develop a hypothesized model, which could be tested by the design of a measuring instrument which collected quantitative data for statistical results and analysis. The interpretation of the results of the research showed that Engagement, Coaching and Mentoring, Medical and Healthcare, Education/Schooling and Culture have positive associations and influences on change management. Transformational plans, Conditioning and nutrition’s relationship with change management and influences were accepted for the null hypotheses. Finally, change management and the various issues of transformation in SA Rugby showed to be valuable, measurable to a certain extent, and its recommendations actionable. The practical significant differences between the perceptions of the race groups (White, Coloured and African) illustrated valuable information for future communications and possible studies. This study and its proposed model on change management was a benefit to all the stakeholders and sport organisation going through changes and transformation in South Africa.
- Full Text:
- Date Issued: 2016
- Authors: Erasmus, Innis
- Date: 2016
- Subjects: Organizational change -- Management Sports administration , Rugby football -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/46320 , vital:39547
- Description: The history of the sport rugby evolved from a football game more than a century ago, in England, in a town called Rugby when a young boy by the name of William Webb Ellis picked up the ball and ran to score a try. In the last two decades in South Africa the transformation process in getting more players of colour in the national team has become a real big issue. The fast changing society since 1995, the year in which the Springboks won their first Rugby World Cup, is according to government and critics not represented in the senior national side. Change management is a business management approach to implement procedures to deal with changes and to be able to reach the desired future state by profiting from the changing opportunities. SARU wants to address these issues and changes with their Strategic Transformational Plan. The purpose of this treatise was to study the perception of the junior players on the changes in rugby and the STP. The key drivers which will have influences on change management within the sport organisation were examined by the research. With the research objectives in mind a literature review was performed to create and develop a hypothesized model, which could be tested by the design of a measuring instrument which collected quantitative data for statistical results and analysis. The interpretation of the results of the research showed that Engagement, Coaching and Mentoring, Medical and Healthcare, Education/Schooling and Culture have positive associations and influences on change management. Transformational plans, Conditioning and nutrition’s relationship with change management and influences were accepted for the null hypotheses. Finally, change management and the various issues of transformation in SA Rugby showed to be valuable, measurable to a certain extent, and its recommendations actionable. The practical significant differences between the perceptions of the race groups (White, Coloured and African) illustrated valuable information for future communications and possible studies. This study and its proposed model on change management was a benefit to all the stakeholders and sport organisation going through changes and transformation in South Africa.
- Full Text:
- Date Issued: 2016
Consumer decision-making processes for scholar transportation in South African cities: the case of Johannesburg and Pretoria
- Authors: Letsholonyane, Nelly
- Date: 2016
- Subjects: Consumer behavior -- South Africa -- Johannesburg Consumer behavior -- South Africa -- Pretoria
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/13283 , vital:27171
- Description: Scholar transport in South Africa remains an area that needs to be addressed in the interest of all communities, rich and poor alike. The National Development Plan 2030, provides a clarion call for nation building to develop highly knowledgeable South African citizens for building innovative capacity for the nation as a whole(NDP, 2014).
- Full Text: false
- Date Issued: 2016
- Authors: Letsholonyane, Nelly
- Date: 2016
- Subjects: Consumer behavior -- South Africa -- Johannesburg Consumer behavior -- South Africa -- Pretoria
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/13283 , vital:27171
- Description: Scholar transport in South Africa remains an area that needs to be addressed in the interest of all communities, rich and poor alike. The National Development Plan 2030, provides a clarion call for nation building to develop highly knowledgeable South African citizens for building innovative capacity for the nation as a whole(NDP, 2014).
- Full Text: false
- Date Issued: 2016
Critical success factors affecting an entrepreneurial culture within black African communities in South Africa
- Mwelase, Mfanufikile Khethabahle
- Authors: Mwelase, Mfanufikile Khethabahle
- Date: 2016
- Subjects: Entrepreneurship -- South Africa New business enterprises -- South Africa Small business -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11659 , vital:26948
- Description: South Africa is faced with many mutually reinforcing societal challenges which include, amongst others, a high rate of unemployment, poverty and inequality. The community that is mostly affected by these challenges is the black African community. In order to deal with the challenge of poverty and inequality which causes other societal problems, entrepreneurship and enterprise development becomes the answer. This view is supported by the body of knowledge available on the subject of entrepreneurship and enterprise development. This paper undertakes to understand critical success factors affecting entrepreneurial culture within black African communities in South Africa. In addition, this paper undertakes to investigate the perceived influence of education and training, access to funding, government policies (i.e. regulatory environment), government programmes, commercial and financial infrastructure, physical infrastructure, crime, corruption and social and cultural norms on the success of entrepreneurial culture development within black African communities. Propositions are made and tested through conducting in-depth interviews with individuals involved with the dynamics presented by this subject on a day to day basis. Evidence collected is interpreted into knowledge and finally recommendations are made.
- Full Text:
- Date Issued: 2016
- Authors: Mwelase, Mfanufikile Khethabahle
- Date: 2016
- Subjects: Entrepreneurship -- South Africa New business enterprises -- South Africa Small business -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11659 , vital:26948
- Description: South Africa is faced with many mutually reinforcing societal challenges which include, amongst others, a high rate of unemployment, poverty and inequality. The community that is mostly affected by these challenges is the black African community. In order to deal with the challenge of poverty and inequality which causes other societal problems, entrepreneurship and enterprise development becomes the answer. This view is supported by the body of knowledge available on the subject of entrepreneurship and enterprise development. This paper undertakes to understand critical success factors affecting entrepreneurial culture within black African communities in South Africa. In addition, this paper undertakes to investigate the perceived influence of education and training, access to funding, government policies (i.e. regulatory environment), government programmes, commercial and financial infrastructure, physical infrastructure, crime, corruption and social and cultural norms on the success of entrepreneurial culture development within black African communities. Propositions are made and tested through conducting in-depth interviews with individuals involved with the dynamics presented by this subject on a day to day basis. Evidence collected is interpreted into knowledge and finally recommendations are made.
- Full Text:
- Date Issued: 2016
Critical success factors of information security projects
- Authors: Tshabalala, Obediant
- Date: 2016
- Subjects: Management information systems Business enterprises -- Computer networks -- Security measures Information technology projects -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/10397 , vital:26746
- Description: The research shows the critical success factors when implementing information security projects. Many Information security projects in the past have not been successful because these factors were not identified and emphasised effectively. By identifying these factors the research basically presents a model by which information security projects can be executed with guaranteed success. The factors identified during the study cover the following streams: top management commitment as a factor of success; accountability as a factor of success; responsibility as a factor of success; awareness as a factor of success and an information security policy as a factor of success. For the empirical study, a physical questionnaire was administrated to a pool of experts in project management and information security. The study consisted of 60 participants who were verified to have minimum requirements core for questionnaire completion. The questionnaire requested for biological information of the participants and their perceived relations (based on their experience) between project success versus accountability, information security project success versus responsibilities, information security project success versus training & awareness, information security project success versus top management commitment and information security project success versus information security policy. The participants’ responses were structured according to a Likert-type scale. Participants had to indicate the extent to which they agreed with each of the statements in the questionnaire. The responses obtained from the survey were presented and analysed. The researcher observed in this study that information security projects are so specific that critical success factors need to be emphasised from project inception. With the identified critical success factors, the researcher recommends that a project methodology be structured to include these factors so that there is a standard in running information security projects successfully. The researcher also identified that amongst the critical success factors identified, there are some that need to be emphasised more than the others due to their level of importance in such projects.
- Full Text:
- Date Issued: 2016
- Authors: Tshabalala, Obediant
- Date: 2016
- Subjects: Management information systems Business enterprises -- Computer networks -- Security measures Information technology projects -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/10397 , vital:26746
- Description: The research shows the critical success factors when implementing information security projects. Many Information security projects in the past have not been successful because these factors were not identified and emphasised effectively. By identifying these factors the research basically presents a model by which information security projects can be executed with guaranteed success. The factors identified during the study cover the following streams: top management commitment as a factor of success; accountability as a factor of success; responsibility as a factor of success; awareness as a factor of success and an information security policy as a factor of success. For the empirical study, a physical questionnaire was administrated to a pool of experts in project management and information security. The study consisted of 60 participants who were verified to have minimum requirements core for questionnaire completion. The questionnaire requested for biological information of the participants and their perceived relations (based on their experience) between project success versus accountability, information security project success versus responsibilities, information security project success versus training & awareness, information security project success versus top management commitment and information security project success versus information security policy. The participants’ responses were structured according to a Likert-type scale. Participants had to indicate the extent to which they agreed with each of the statements in the questionnaire. The responses obtained from the survey were presented and analysed. The researcher observed in this study that information security projects are so specific that critical success factors need to be emphasised from project inception. With the identified critical success factors, the researcher recommends that a project methodology be structured to include these factors so that there is a standard in running information security projects successfully. The researcher also identified that amongst the critical success factors identified, there are some that need to be emphasised more than the others due to their level of importance in such projects.
- Full Text:
- Date Issued: 2016
Cultural events hosted in Nelson Mandela Bay
- Boucher, Sasha Marilyn, Calitz, André
- Authors: Boucher, Sasha Marilyn , Calitz, André
- Date: 2016
- Subjects: Heritage tourism Special events -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11823 , vital:26976
- Description: Purpose – This study seeks to explore residents’ attitudes towards cultural events in Nelson Mandela Bay (NMB), South Africa. The study further discusses the cultural values and social realities of the diverse socio-economic landscape inherent to the city. Equally, the extent of stakeholder involvement has been reflected throughout the study as an indispensable requirement towards sustainable tourism in the city. The study presents that customising cultural events according to the cross-cultural typology has far-reaching consequences in enhancing the image of NMB and induces stakeholder engagement. This study is based on the notion of Social Capital and Stakeholder theory and draws on the multi-cultural phenomenon as the thrust of the study is based on attracting residents’ to cultural events. The literature study indicated that the concept of Social Capital and stakeholder collaboration are mutually exclusive and empirical analysis indicates a strong relationship between the factors relative to residents’ attitudes. Design/Methodology/Approach – This study is located in the positivism paradigm and comprises literature and exploratory research to examine the supposition between the independent variables and the attitudes of residents’ in the NMB. The independent variables underlined in the proposed model are embedded in the literature undertaken. Equally, the thrust of the study is underpinned in Social Capital theory and the Stakeholder theory and is evident throughout this study. In this study, the convenience sampling and snowball sampling methods were employed to obtain a representative sample of residents from the NMB. A questionnaire was used in this study to solicit responses pertaining to the biographical information and questions relating to the factors of perceived satisfaction of residents in the NMB in relation to cultural events. A total number of 3,659 residents participated in this study. The researcher conducted this study by means of testing the constructs of the measuring instrument employed, as well as providing a causal model of relationships between the independent variables and the residents’ attitudes of cultural events in NMB. Findings – The results confirm the reliability and validity of the scales tested on a sample of 3,659 residents, collected using the questionnaire in Nelson Mandela Bay Metropolitan area. The empirical analysis indicates relationships among the independent factors; Social Capital and Stakeholder Profile, where a Pearson’s correlation of 0.50 exists. Furthermore, descriptive findings indicate that there is an overall positive tendency in attitudes for cultural events in the city. The practical significance as identified in the Cohen’s d test for significance infers that the moderating factors in the conceptual model prove that age, area code, home language, ethnicity and home language exert influence in determining residents’ attitudes in the city. Practical Implications – This study identifies the importance of leveraging the cross-cultural typology underscored the Stakeholder theory. Equally, for destination marketing organisations (DMOs) this study can glean insights in respect of the profile of residents for cultural event marketing and their response as stakeholders in the organisation of a cultural event. Social Implications – This study aims to gain a better understanding of the residents’ attitudes of the cultural events hosted by the NMB, its Social Capital and its relationship with varying demographic niches and cultural-centric insights that align to the ideologies pertaining to global citizenship. Originality/Value – This present study makes a contribution to the theories of Social Capital and Stakeholder theory by investigating its roles in determining residents’ attitudes of cultural events in a city. Moreover, it discusses the role of the factors as inducing variables for residents’ motivation by employing marketing principles related to the unique and emotional selling proposition philosophy. Equally, the study espouses the significance of promoting cultural events to extent that it acts as a platform to promote socio-economic development; employment opportunities, improved living standards, improving city infrastructure and environmental protection of a destination and justifies the expedition of Social Capital on the attitudes of residents’.
- Full Text:
- Date Issued: 2016
- Authors: Boucher, Sasha Marilyn , Calitz, André
- Date: 2016
- Subjects: Heritage tourism Special events -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11823 , vital:26976
- Description: Purpose – This study seeks to explore residents’ attitudes towards cultural events in Nelson Mandela Bay (NMB), South Africa. The study further discusses the cultural values and social realities of the diverse socio-economic landscape inherent to the city. Equally, the extent of stakeholder involvement has been reflected throughout the study as an indispensable requirement towards sustainable tourism in the city. The study presents that customising cultural events according to the cross-cultural typology has far-reaching consequences in enhancing the image of NMB and induces stakeholder engagement. This study is based on the notion of Social Capital and Stakeholder theory and draws on the multi-cultural phenomenon as the thrust of the study is based on attracting residents’ to cultural events. The literature study indicated that the concept of Social Capital and stakeholder collaboration are mutually exclusive and empirical analysis indicates a strong relationship between the factors relative to residents’ attitudes. Design/Methodology/Approach – This study is located in the positivism paradigm and comprises literature and exploratory research to examine the supposition between the independent variables and the attitudes of residents’ in the NMB. The independent variables underlined in the proposed model are embedded in the literature undertaken. Equally, the thrust of the study is underpinned in Social Capital theory and the Stakeholder theory and is evident throughout this study. In this study, the convenience sampling and snowball sampling methods were employed to obtain a representative sample of residents from the NMB. A questionnaire was used in this study to solicit responses pertaining to the biographical information and questions relating to the factors of perceived satisfaction of residents in the NMB in relation to cultural events. A total number of 3,659 residents participated in this study. The researcher conducted this study by means of testing the constructs of the measuring instrument employed, as well as providing a causal model of relationships between the independent variables and the residents’ attitudes of cultural events in NMB. Findings – The results confirm the reliability and validity of the scales tested on a sample of 3,659 residents, collected using the questionnaire in Nelson Mandela Bay Metropolitan area. The empirical analysis indicates relationships among the independent factors; Social Capital and Stakeholder Profile, where a Pearson’s correlation of 0.50 exists. Furthermore, descriptive findings indicate that there is an overall positive tendency in attitudes for cultural events in the city. The practical significance as identified in the Cohen’s d test for significance infers that the moderating factors in the conceptual model prove that age, area code, home language, ethnicity and home language exert influence in determining residents’ attitudes in the city. Practical Implications – This study identifies the importance of leveraging the cross-cultural typology underscored the Stakeholder theory. Equally, for destination marketing organisations (DMOs) this study can glean insights in respect of the profile of residents for cultural event marketing and their response as stakeholders in the organisation of a cultural event. Social Implications – This study aims to gain a better understanding of the residents’ attitudes of the cultural events hosted by the NMB, its Social Capital and its relationship with varying demographic niches and cultural-centric insights that align to the ideologies pertaining to global citizenship. Originality/Value – This present study makes a contribution to the theories of Social Capital and Stakeholder theory by investigating its roles in determining residents’ attitudes of cultural events in a city. Moreover, it discusses the role of the factors as inducing variables for residents’ motivation by employing marketing principles related to the unique and emotional selling proposition philosophy. Equally, the study espouses the significance of promoting cultural events to extent that it acts as a platform to promote socio-economic development; employment opportunities, improved living standards, improving city infrastructure and environmental protection of a destination and justifies the expedition of Social Capital on the attitudes of residents’.
- Full Text:
- Date Issued: 2016
Employee engagement and staff retention in a motor manufacturing company in the Eastern Cape
- Authors: Sekalo,Siviwe
- Date: 2016
- Subjects: Employee retention -- South Africa -- Eastern Cape Motor industry -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/12757 , vital:27118
- Description: There is an overwhelming body of literature that exist in the subject of employee engagement. More and more studies are still conducted in this phenomenon as it had proved to produce high returns for organisations when mastered.The universal definition of this concept has not been found, various scholars continue to provide different views on how it should be defined. These definitions however bear common themes such as energy, taking initiative, going an extra mile, being grossly involved in the task, organisational citizenship, involvement, satisfaction, connection and enthusiasm which are caused by a feeling of being taken care of by the employer. It is clear from these that there is a reciprocal relationship between employer and employee which is claimed to have a link to profits and staff retention; as a result employers are increasingly devising strategies to engage the employees in order to reap the said benefits. The purpose of this study is to facilitate employee engagement and staff retention a motor manufacturing company in the Eastern Cape. In order to archive that the study assessed the level of engagement of artisans by means of a questionnaire focusing on factors such as meaningful work, organisational culture, social relationships, rewards and recognition and career development as these are repeatedly identified in the literature as key drivers of employee engagement. An imperial study was done on these drivers as well as on the existing company engagement programs to identify the employee’s perception of their effectiveness. The result of the study proves that artisans of this company are engaged and that all the drivers above were confirmed to have influence employee engagement and staff retention. The study however the study found that there is a split on the effectiveness of the existing engagement programs in the company with only less than 50% saying they were effective. A strong relationship was found to exist between all the factors that were studied and employee engagement and staff retention.
- Full Text:
- Date Issued: 2016
- Authors: Sekalo,Siviwe
- Date: 2016
- Subjects: Employee retention -- South Africa -- Eastern Cape Motor industry -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/12757 , vital:27118
- Description: There is an overwhelming body of literature that exist in the subject of employee engagement. More and more studies are still conducted in this phenomenon as it had proved to produce high returns for organisations when mastered.The universal definition of this concept has not been found, various scholars continue to provide different views on how it should be defined. These definitions however bear common themes such as energy, taking initiative, going an extra mile, being grossly involved in the task, organisational citizenship, involvement, satisfaction, connection and enthusiasm which are caused by a feeling of being taken care of by the employer. It is clear from these that there is a reciprocal relationship between employer and employee which is claimed to have a link to profits and staff retention; as a result employers are increasingly devising strategies to engage the employees in order to reap the said benefits. The purpose of this study is to facilitate employee engagement and staff retention a motor manufacturing company in the Eastern Cape. In order to archive that the study assessed the level of engagement of artisans by means of a questionnaire focusing on factors such as meaningful work, organisational culture, social relationships, rewards and recognition and career development as these are repeatedly identified in the literature as key drivers of employee engagement. An imperial study was done on these drivers as well as on the existing company engagement programs to identify the employee’s perception of their effectiveness. The result of the study proves that artisans of this company are engaged and that all the drivers above were confirmed to have influence employee engagement and staff retention. The study however the study found that there is a split on the effectiveness of the existing engagement programs in the company with only less than 50% saying they were effective. A strong relationship was found to exist between all the factors that were studied and employee engagement and staff retention.
- Full Text:
- Date Issued: 2016
Employee happiness in general motors
- Authors: Cooper, Julian
- Date: 2016
- Subjects: Job satisfaction -- South Africa , Corporate culture -- South Africa , Happiness -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/4365 , vital:20590
- Description: Happiness is essentially the degree to which you find and judge your existence as favourable, in addition to an enduring, psychological feeling of contentment. In the hedonic view, happiness is pleasant feelings and favourable judgements, while the contrasting eudaimonic view describes it as doing what is morally right, what is righteous, that will enhance growth and that is meaningful to an individual. Both these views contribute to the overall happiness of an individual. People that are pleased with their lives usually experience greater satisfaction in their jobs. This is in line with the literature as happiness is positively correlated with job satisfaction, which suggests that a happy employee will most likely result in one that is satisfied with his/her job. In addition, happiness is correlated with evidence of success in the workplace and can increase an employee’s effectiveness at work. It is, therefore, essential that organisations identify the factors which influence employee happiness in order to enhance its cultural value-offering for employees and, in turn, increase their levels of job satisfaction. Job satisfaction is essentially the degree to which a person enjoys his/her job. It is the positive emotional state resulting from the evaluation of one’s work experience. This has profitable outcomes such as improved work performance. Furthermore, people who experience satisfaction in their jobs are better ambassadors for their organisation, demonstrate greater commitment, are more engaged and perform better within the organisation than their unhappy peers. Job satisfaction can be deemed an attitude. It is therefore important to understand the dimensions of the job, which are complex and interrelated in nature, in order to understand job attitudes. Organisational culture has been shown to influence the attitude and behaviour of employees through shared values and beliefs in the organisation. It is for this reason that there is a significant need to determine the factors in organisational culture that influence employee happiness and, in turn, job satisfaction. An organisation’s employees, through their participation and commitment, can be regarded as the most important source of success for the organisation. Organisational culture can therefore, greatly influence the efficiency and effectiveness of an organisation through its employees. Moreover, the culture of an organisation has a significant influence on the commitment and satisfaction of its employees. It inspires employees not only to feel committed to the organisation but also to perform well. The correlation between organisational culture and job satisfaction have been examined by various authors in the literature. All of these authors found a positive relationship between the two concepts. These conclusions show that the culture of an organisation can actually influence an employee’s job satisfaction and therefore his/her happiness. This research investigates the cultural value-offering of General Motors South Africa (GMSA) and its alignment to the needs of its employees. Until the end of 2012, an employee needs-analysis regarding employee happiness and his/her job satisfaction, was non-existent in the organisation. Towards the end of 2012 the organisation introduced a “Workplace of Choice” survey to perform an employee needs-analysis in order to investigate if there was a difference between employee needs and the organisation’s cultural value-offering. Another “Workplace of Choice” survey followed in 2014. This, however, was performed with the staff employees only and not with the hourly employees. Many organisations neglect to analyse the workplace needs of their employees to ensure that the organisation fully understands and is able to satisfy or accommodate these needs. Understanding employee needs is crucial to an organisation’s success. It is therefore important that the organisation investigates the employee needs to be able to align them with the cultural value-offering of the organisation. The purpose of this study is to advance the current understanding of Employee Happiness in the workplace by conducting a systematic analysis of the factors in Organisational Culture that influence Employee Happiness and, in turn, their Job Satisfaction in GMSA.
- Full Text:
- Date Issued: 2016
- Authors: Cooper, Julian
- Date: 2016
- Subjects: Job satisfaction -- South Africa , Corporate culture -- South Africa , Happiness -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/4365 , vital:20590
- Description: Happiness is essentially the degree to which you find and judge your existence as favourable, in addition to an enduring, psychological feeling of contentment. In the hedonic view, happiness is pleasant feelings and favourable judgements, while the contrasting eudaimonic view describes it as doing what is morally right, what is righteous, that will enhance growth and that is meaningful to an individual. Both these views contribute to the overall happiness of an individual. People that are pleased with their lives usually experience greater satisfaction in their jobs. This is in line with the literature as happiness is positively correlated with job satisfaction, which suggests that a happy employee will most likely result in one that is satisfied with his/her job. In addition, happiness is correlated with evidence of success in the workplace and can increase an employee’s effectiveness at work. It is, therefore, essential that organisations identify the factors which influence employee happiness in order to enhance its cultural value-offering for employees and, in turn, increase their levels of job satisfaction. Job satisfaction is essentially the degree to which a person enjoys his/her job. It is the positive emotional state resulting from the evaluation of one’s work experience. This has profitable outcomes such as improved work performance. Furthermore, people who experience satisfaction in their jobs are better ambassadors for their organisation, demonstrate greater commitment, are more engaged and perform better within the organisation than their unhappy peers. Job satisfaction can be deemed an attitude. It is therefore important to understand the dimensions of the job, which are complex and interrelated in nature, in order to understand job attitudes. Organisational culture has been shown to influence the attitude and behaviour of employees through shared values and beliefs in the organisation. It is for this reason that there is a significant need to determine the factors in organisational culture that influence employee happiness and, in turn, job satisfaction. An organisation’s employees, through their participation and commitment, can be regarded as the most important source of success for the organisation. Organisational culture can therefore, greatly influence the efficiency and effectiveness of an organisation through its employees. Moreover, the culture of an organisation has a significant influence on the commitment and satisfaction of its employees. It inspires employees not only to feel committed to the organisation but also to perform well. The correlation between organisational culture and job satisfaction have been examined by various authors in the literature. All of these authors found a positive relationship between the two concepts. These conclusions show that the culture of an organisation can actually influence an employee’s job satisfaction and therefore his/her happiness. This research investigates the cultural value-offering of General Motors South Africa (GMSA) and its alignment to the needs of its employees. Until the end of 2012, an employee needs-analysis regarding employee happiness and his/her job satisfaction, was non-existent in the organisation. Towards the end of 2012 the organisation introduced a “Workplace of Choice” survey to perform an employee needs-analysis in order to investigate if there was a difference between employee needs and the organisation’s cultural value-offering. Another “Workplace of Choice” survey followed in 2014. This, however, was performed with the staff employees only and not with the hourly employees. Many organisations neglect to analyse the workplace needs of their employees to ensure that the organisation fully understands and is able to satisfy or accommodate these needs. Understanding employee needs is crucial to an organisation’s success. It is therefore important that the organisation investigates the employee needs to be able to align them with the cultural value-offering of the organisation. The purpose of this study is to advance the current understanding of Employee Happiness in the workplace by conducting a systematic analysis of the factors in Organisational Culture that influence Employee Happiness and, in turn, their Job Satisfaction in GMSA.
- Full Text:
- Date Issued: 2016
Enablers and barriers to involvement in commercialisation
- Authors: Chetty, Mary-Ann T
- Date: 2016
- Subjects: Commercialism , Entrepreneurship , Technology transfer
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/4720 , vital:20657
- Description: Universities are facing growing pressure to contribute towards innovation which has social impact and which contributes to economic development. Researchers mainly in the Science and Engineering fields are the primary sources of innovation outputs from universities and as such their involvement in commercialisation activities directly adds to the growth of innovative outputs from publicly financed research. Technology Transfer Offices (TTO) have been established at universities across South Africa to foster the involvement of researchers in commercialisation activities, to champion the innovation conversation within higher education institutions and to progress innovations from concept to application in society. This study focussed on understanding the factors which enable or create a barrier to the involvement of researchers in commercialisation activities at the Nelson Mandela Metropolitan University. The key elements examined in this study include the researchers’ perception of enablers (monetary and nonmonetary incentives) and barriers to involvement at national, institutional and individual levels. This study undertook to understand the perceptions of researchers of enablers and barriers to involvement in commercialisation at the Nelson Mandela Metropolitan University. Researchers in the two faculties of Science and Engineering, Built Environment and Information Technology were approached to anonymously complete an electronic survey, the questions for which were developed from literature. The results from the survey were analysed using descriptive statistics and hypothesis testing. This study finds that a combination of incentives is necessary to enable researcher involvement and to lower barriers to involvement in commercialisation research. A set of recommendations based on the study are put forward on how such recommendations can be implemented.
- Full Text:
- Date Issued: 2016
- Authors: Chetty, Mary-Ann T
- Date: 2016
- Subjects: Commercialism , Entrepreneurship , Technology transfer
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/4720 , vital:20657
- Description: Universities are facing growing pressure to contribute towards innovation which has social impact and which contributes to economic development. Researchers mainly in the Science and Engineering fields are the primary sources of innovation outputs from universities and as such their involvement in commercialisation activities directly adds to the growth of innovative outputs from publicly financed research. Technology Transfer Offices (TTO) have been established at universities across South Africa to foster the involvement of researchers in commercialisation activities, to champion the innovation conversation within higher education institutions and to progress innovations from concept to application in society. This study focussed on understanding the factors which enable or create a barrier to the involvement of researchers in commercialisation activities at the Nelson Mandela Metropolitan University. The key elements examined in this study include the researchers’ perception of enablers (monetary and nonmonetary incentives) and barriers to involvement at national, institutional and individual levels. This study undertook to understand the perceptions of researchers of enablers and barriers to involvement in commercialisation at the Nelson Mandela Metropolitan University. Researchers in the two faculties of Science and Engineering, Built Environment and Information Technology were approached to anonymously complete an electronic survey, the questions for which were developed from literature. The results from the survey were analysed using descriptive statistics and hypothesis testing. This study finds that a combination of incentives is necessary to enable researcher involvement and to lower barriers to involvement in commercialisation research. A set of recommendations based on the study are put forward on how such recommendations can be implemented.
- Full Text:
- Date Issued: 2016
Entrepreneurial mindset and entrepreneurial education as tools for sustainable SMES
- Authors: Mbanga, Nelisa
- Date: 2016
- Subjects: Entrepreneurship -- South Africa Small business -- South Africa New business enterprises -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11277 , vital:26905
- Description: Small and Medium Enterprises are the engines of economic development. In developing countries, they play an irreplaceable role in poverty alleviation through creation of jobs and contribution towards the countries’ gross domestic products. South Africa is faced with a challenge of high failure rate of SMEs despite the efforts by government to support and grow this sector. For a country to have a strong sustainable economy, sustainable and successful SME sector is necessary. Literature reviews have demonstrated that incorporating sustainability aspect into entrepreneurship improves the performance of businesses. Research on implementation of sustainability principles by SMEs is limited and SMEs have been left out in sustainability teachings and monitoring. The purpose of the study was to analyse the role played by entrepreneurial mind-set and entrepreneurial education on sustainability of SMEs. The research was conducted amongst 10 SME owners/managers with businesses located in the Buffalo City Metropolitan Municipality. Case study method using a semi-structured interview guide was conducted. Results were transcribed, analysed and interpreted. Results of the research demonstrated that SME owners/managers possess entrepreneurial mind-set, which is a necessity to run a successful business. There was also evidence that entrepreneurial education enhances entrepreneurial mind-set of SME owners/managers. SMEs owners/managers also demonstrated that they implement sustainability principles informally with no guiding documents. With regards to implementation of sustainability principles, there was no noticeable difference between SME owners/managers who had undergone entrepreneurship education and the ones who had not gone through entrepreneurship education. This highlighted the need to incorporate sustainability issues in entrepreneurship education courses. The study brings contribution towards building sustainable SMEs.
- Full Text:
- Date Issued: 2016
- Authors: Mbanga, Nelisa
- Date: 2016
- Subjects: Entrepreneurship -- South Africa Small business -- South Africa New business enterprises -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11277 , vital:26905
- Description: Small and Medium Enterprises are the engines of economic development. In developing countries, they play an irreplaceable role in poverty alleviation through creation of jobs and contribution towards the countries’ gross domestic products. South Africa is faced with a challenge of high failure rate of SMEs despite the efforts by government to support and grow this sector. For a country to have a strong sustainable economy, sustainable and successful SME sector is necessary. Literature reviews have demonstrated that incorporating sustainability aspect into entrepreneurship improves the performance of businesses. Research on implementation of sustainability principles by SMEs is limited and SMEs have been left out in sustainability teachings and monitoring. The purpose of the study was to analyse the role played by entrepreneurial mind-set and entrepreneurial education on sustainability of SMEs. The research was conducted amongst 10 SME owners/managers with businesses located in the Buffalo City Metropolitan Municipality. Case study method using a semi-structured interview guide was conducted. Results were transcribed, analysed and interpreted. Results of the research demonstrated that SME owners/managers possess entrepreneurial mind-set, which is a necessity to run a successful business. There was also evidence that entrepreneurial education enhances entrepreneurial mind-set of SME owners/managers. SMEs owners/managers also demonstrated that they implement sustainability principles informally with no guiding documents. With regards to implementation of sustainability principles, there was no noticeable difference between SME owners/managers who had undergone entrepreneurship education and the ones who had not gone through entrepreneurship education. This highlighted the need to incorporate sustainability issues in entrepreneurship education courses. The study brings contribution towards building sustainable SMEs.
- Full Text:
- Date Issued: 2016
Factors that influence a performance culture in a selected school in Johannesburg East district
- Authors: Gumbo, Edwell
- Date: 2016
- Subjects: Educational change -- South Africa -- Johannesburg , Academic achievement -- South Africa -- Johannesburg , School improvement programs
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/4900 , vital:20748
- Description: A country’s competitive advantage is linked to its educational outcomes. South Africa, as a developing country wants to shift from being a resource based economy to being a knowledge based economy. To enable such a shift, schools must be able to graduate learners who are adequately prepared for the demands of institutions of higher learning. Schools, therefore, must become centres of excellence and a culture of performance must be prevalent in schools. The National Development Plan as outlined by the National Planning Commission (2011) identified education as one of the pillars from which South Africa’s economy will be driven. However, recent studies have rated South Africa’s education system as one of the worst among middle income economies and sometimes even worse than many low-income African economies. To bridge that gap, there is a need to drive schools to be centres of excellence. This study sought to identify factors that influence a performance culture in schools. In order to achieve this objective, literature was scanned and five factors that influence a performance culture were identified (organisational school climate, teacher attitude, school managerial processes, organisational school value and organisational school structure). These factors were initially identified and used by Marcoulides and Heck (1993) in a corporate organisation and later adopted for testing in a school setting by Gomez, Marcoulides and Heck (2012). A school in Johannesburg East district was sampled through convenience sampling and data was collected through a questionnaire which was administered to the principal, teachers and staff, school governing board members, parents and alumni of the school. The total sample was 120 and a total of 94 questionnaires were returned giving a response rate of 78 percent. Descriptive statistical techniques were performed to establish the mean and standard deviation of perceptions among the respondents. Inferential statistical techniques were used to measure and ascertain reliability through Cronbach’s alpha, comparisons of responses through t-testing and ANOVA, association through correlation and hypotheses were tested through multiple regression analysis. All the variables were found to be valid and reliable. Furthermore, statistical results revealed that in the sampled school, even though all the five factors had an association among each other, only organisational school culture and organisational school value had an association to the dependent variable, performance culture. Organisational school value, however, was found to be the only variable of great influence to performance culture at the sampled school. The ideologies and activities that represent the values, therefore, influence the performance culture of a school.
- Full Text:
- Date Issued: 2016
- Authors: Gumbo, Edwell
- Date: 2016
- Subjects: Educational change -- South Africa -- Johannesburg , Academic achievement -- South Africa -- Johannesburg , School improvement programs
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/4900 , vital:20748
- Description: A country’s competitive advantage is linked to its educational outcomes. South Africa, as a developing country wants to shift from being a resource based economy to being a knowledge based economy. To enable such a shift, schools must be able to graduate learners who are adequately prepared for the demands of institutions of higher learning. Schools, therefore, must become centres of excellence and a culture of performance must be prevalent in schools. The National Development Plan as outlined by the National Planning Commission (2011) identified education as one of the pillars from which South Africa’s economy will be driven. However, recent studies have rated South Africa’s education system as one of the worst among middle income economies and sometimes even worse than many low-income African economies. To bridge that gap, there is a need to drive schools to be centres of excellence. This study sought to identify factors that influence a performance culture in schools. In order to achieve this objective, literature was scanned and five factors that influence a performance culture were identified (organisational school climate, teacher attitude, school managerial processes, organisational school value and organisational school structure). These factors were initially identified and used by Marcoulides and Heck (1993) in a corporate organisation and later adopted for testing in a school setting by Gomez, Marcoulides and Heck (2012). A school in Johannesburg East district was sampled through convenience sampling and data was collected through a questionnaire which was administered to the principal, teachers and staff, school governing board members, parents and alumni of the school. The total sample was 120 and a total of 94 questionnaires were returned giving a response rate of 78 percent. Descriptive statistical techniques were performed to establish the mean and standard deviation of perceptions among the respondents. Inferential statistical techniques were used to measure and ascertain reliability through Cronbach’s alpha, comparisons of responses through t-testing and ANOVA, association through correlation and hypotheses were tested through multiple regression analysis. All the variables were found to be valid and reliable. Furthermore, statistical results revealed that in the sampled school, even though all the five factors had an association among each other, only organisational school culture and organisational school value had an association to the dependent variable, performance culture. Organisational school value, however, was found to be the only variable of great influence to performance culture at the sampled school. The ideologies and activities that represent the values, therefore, influence the performance culture of a school.
- Full Text:
- Date Issued: 2016
Factors that influence a performance culture in a selected school in Johannesburg East district
- Authors: Gumbo, Edwell
- Date: 2016
- Subjects: Educational change -- South Africa -- Johannesburg , Academic achievement -- South Africa -- Johannesburg
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8251 , vital:26316
- Description: A country’s competitive advantage is linked to its educational outcomes. South Africa, as a developing country wants to shift from being a resource based economy to being a knowledge based economy. To enable such a shift, schools must be able to graduate learners who are adequately prepared for the demands of institutions of higher learning. Schools, therefore, must become centres of excellence and a culture of performance must be prevalent in schools. The National Development Plan as outlined by the National Planning Commission (2011) identified education as one of the pillars from which South Africa’s economy will be driven. However, recent studies have rated South Africa’s education system as one of the worst among middle income economies and sometimes even worse than many low-income African economies. To bridge that gap, there is a need to drive schools to be centres of excellence. This study sought to identify factors that influence a performance culture in schools. In order to achieve this objective, literature was scanned and five factors that influence a performance culture were identified (organisational school climate, teacher attitude, school managerial processes, organisational school value and organisational school structure). These factors were initially identified and used by Marcoulides and Heck (1993) in a corporate organisation and later adopted for testing in a school setting by Gomez, Marcoulides and Heck (2012). A school in Johannesburg East district was sampled through convenience sampling and data was collected through a questionnaire which was administered to the principal, teachers and staff, school governing board members, parents and alumni of the school. The total sample was 120 and a total of 94 questionnaires were returned giving a response rate of 78%. Descriptive statistical techniques were performed to establish the mean and standard deviation of perceptions among the respondents. Inferential statistical techniques were used to measure and ascertain reliability through Cronbach’s alpha, comparisons of responses through t-testing and ANOVA, association through correlation and hypotheses were tested through multiple regression analysis. All the variables were found to be valid and reliable. Furthermore, statistical results revealed that in the sampled school, even though all the five factors had an association among each other, only organisational school culture and organisational school value had an association to the dependent variable, performance culture. Organisational school value, however, was found to be the only variable of great influence to performance culture at the sampled school. The ideologies and activities that represent the values, therefore, influence the performance culture of a school.
- Full Text:
- Date Issued: 2016
- Authors: Gumbo, Edwell
- Date: 2016
- Subjects: Educational change -- South Africa -- Johannesburg , Academic achievement -- South Africa -- Johannesburg
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8251 , vital:26316
- Description: A country’s competitive advantage is linked to its educational outcomes. South Africa, as a developing country wants to shift from being a resource based economy to being a knowledge based economy. To enable such a shift, schools must be able to graduate learners who are adequately prepared for the demands of institutions of higher learning. Schools, therefore, must become centres of excellence and a culture of performance must be prevalent in schools. The National Development Plan as outlined by the National Planning Commission (2011) identified education as one of the pillars from which South Africa’s economy will be driven. However, recent studies have rated South Africa’s education system as one of the worst among middle income economies and sometimes even worse than many low-income African economies. To bridge that gap, there is a need to drive schools to be centres of excellence. This study sought to identify factors that influence a performance culture in schools. In order to achieve this objective, literature was scanned and five factors that influence a performance culture were identified (organisational school climate, teacher attitude, school managerial processes, organisational school value and organisational school structure). These factors were initially identified and used by Marcoulides and Heck (1993) in a corporate organisation and later adopted for testing in a school setting by Gomez, Marcoulides and Heck (2012). A school in Johannesburg East district was sampled through convenience sampling and data was collected through a questionnaire which was administered to the principal, teachers and staff, school governing board members, parents and alumni of the school. The total sample was 120 and a total of 94 questionnaires were returned giving a response rate of 78%. Descriptive statistical techniques were performed to establish the mean and standard deviation of perceptions among the respondents. Inferential statistical techniques were used to measure and ascertain reliability through Cronbach’s alpha, comparisons of responses through t-testing and ANOVA, association through correlation and hypotheses were tested through multiple regression analysis. All the variables were found to be valid and reliable. Furthermore, statistical results revealed that in the sampled school, even though all the five factors had an association among each other, only organisational school culture and organisational school value had an association to the dependent variable, performance culture. Organisational school value, however, was found to be the only variable of great influence to performance culture at the sampled school. The ideologies and activities that represent the values, therefore, influence the performance culture of a school.
- Full Text:
- Date Issued: 2016
Image of Nelson Mandela Bay (NMB): an external stakeholder's perspective
- Authors: Bush, Charmel Lolita
- Date: 2016
- Subjects: Tourism -- South Africa -- Eastern Cape , South Africa -- Description and travel
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/9097 , vital:26464
- Description: A distinctive destination image is required in order to compete with other destinations for tourists and investors alike. This main objective of this study is to develop a model for destination image formation for Nelson Mandela Bay as a secondary economy to boost its global competitiveness. Several researchers have studied destination image and based on the fact that tourists and investors usually have a limited knowledge of destinations they have not previously visited, destination image fulfils an important function insofar as destinations with strong, positive, discriminatory and recognisable images. A literature study was conducted to identify the key influencers on destination image as well as to identify which forces are likely to influence the destination image of Nelson Mandela Bay. The different factors of destination image were identified from the literature sources and these factors provided a basis for an empirical study that was conducted amongst external stakeholders. The primary research objective was to create a model of destination image for Nelson Mandela Bay and to explain the cause and effect relationship between the dependent and independent variables. Added to the primary research objective, eight secondary research objectives were identified. The primary research question for this study was to identify what influences the destination image of Nelson Mandela Bay. Added to the primary research question, the researcher also identified eight research questions as part of the study. The empirical analysis was used to test the hypotheses and ultimately develop a model for destination image formation for Nelson Mandela Bay. This study was exploratory in nature and thus used a limited sample to gain insights for further research. Data were obtained through questionnaires that were distributed electronically to 120 respondents. This study concluded with the development of a destination image model for Nelson Mandela Bay that can be expanded upon with further research. The results indicate that general infrastructure and social environment; leisure and recreation; and culture influence the Affective component of Nelson Mandela Bay. Information sources and Political stability and risk influence the Cognitive component of Nelson Mandela Bay. Together the Affective and Cognitive component makes up the overall image of Nelson Mandela Bay.
- Full Text:
- Date Issued: 2016
- Authors: Bush, Charmel Lolita
- Date: 2016
- Subjects: Tourism -- South Africa -- Eastern Cape , South Africa -- Description and travel
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/9097 , vital:26464
- Description: A distinctive destination image is required in order to compete with other destinations for tourists and investors alike. This main objective of this study is to develop a model for destination image formation for Nelson Mandela Bay as a secondary economy to boost its global competitiveness. Several researchers have studied destination image and based on the fact that tourists and investors usually have a limited knowledge of destinations they have not previously visited, destination image fulfils an important function insofar as destinations with strong, positive, discriminatory and recognisable images. A literature study was conducted to identify the key influencers on destination image as well as to identify which forces are likely to influence the destination image of Nelson Mandela Bay. The different factors of destination image were identified from the literature sources and these factors provided a basis for an empirical study that was conducted amongst external stakeholders. The primary research objective was to create a model of destination image for Nelson Mandela Bay and to explain the cause and effect relationship between the dependent and independent variables. Added to the primary research objective, eight secondary research objectives were identified. The primary research question for this study was to identify what influences the destination image of Nelson Mandela Bay. Added to the primary research question, the researcher also identified eight research questions as part of the study. The empirical analysis was used to test the hypotheses and ultimately develop a model for destination image formation for Nelson Mandela Bay. This study was exploratory in nature and thus used a limited sample to gain insights for further research. Data were obtained through questionnaires that were distributed electronically to 120 respondents. This study concluded with the development of a destination image model for Nelson Mandela Bay that can be expanded upon with further research. The results indicate that general infrastructure and social environment; leisure and recreation; and culture influence the Affective component of Nelson Mandela Bay. Information sources and Political stability and risk influence the Cognitive component of Nelson Mandela Bay. Together the Affective and Cognitive component makes up the overall image of Nelson Mandela Bay.
- Full Text:
- Date Issued: 2016
Improving employee engagement within a contemporary call centre in the Western Cape
- Authors: Pillay, Lesharin
- Date: 2016
- Subjects: Employee motivation -- Research Employees -- Rating of , Employees -- Attitudes
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48025 , vital:40464
- Description: Call centres can be regarded as one of the most stressful working environments, where a number of challenges are experienced, such as a high staff turnover and a high level of absenteeism. Call centres have evolved over the past decade and will continue to evolve as technology progresses. The call centre industry, has experienced approximately an eight percent growth from 2013 to 2014 in terms of job creation within the Western Cape. The number of jobs increased from 38 000 to 41 000 year on year with a R9 billion contribution being made to the provincial gross domestic product. In investigating the call centre industry in the Western Cape, a core problem was identified which revealed a number of questions. Call centre agents experience low levels of satisfaction, mainly as a result of the repetitiveness and monotonous nature of their work. This leads to the main research problem, namely that of improving employee engagement within a contemporary call centre in the Western Cape. In order to resolve this problem, employee engagement need to be defined as well as various levels of engagement needed to be investigated. Furthermore, an understanding of the key drivers of engagement as well as an understanding on how employee engagement can be improved, is needed. This study aims at providing call centre managers with insight into various engagement factors which could impact on: absenteeism, attrition rates and performance of call centre agents as well as customer experience. In order to address the problem and answer the various questions described above, the researcher conducted a literature review in order to create an understanding of the employee engagement concept as well as identify the various levels of employee engagement and the key drivers of engagement. Based on the literature review conducted, a hypothesis was developed on key drivers that impact the engagement of call centre agents. The key drivers in accordance with the hypothesised model are communication, team support, autonomy, management support, rewards and recognition as well as career development. A further literature review was conducted on how to improve employee engagement based on the key drivers identified. Based on the literature review done a questionnaire has been constructed in order to test the hypothesis. Electronic surveys based on the questionnaire constructed were sent out to a sample of call centre agents. All results from the survey were captured onto excel spreadsheets and various statistical calculations were conducted. The results from empirical study were analysed in conjunction with the literature in order to address the objective of the research. The biographical statistics showed a greater composition of female respondents in comparison to male. The predominant age group was found to be 26-35 years and the predominant period of service towards the organisation was more than 3 years. Descriptive statistics per variable revealed a number of high positive indicators such as regular communication and relationships with managers as well as a sense of belonging in a team. The descriptive statistics also revealed various areas of concern of which the highest frequency of negative responses related to employees feeling like a professional associate and not just a simple worker as well as growth opportunities. All drivers in accordance with the hypothesised model, were positively correlated to employee engagement. The empirical research was conducted on a call centre within the Western Cape and thus it can be concluded that an improvement in the drivers of engagement should lead to improved employee engagement within a contemporary call centre in the Western Cape.
- Full Text:
- Date Issued: 2016
- Authors: Pillay, Lesharin
- Date: 2016
- Subjects: Employee motivation -- Research Employees -- Rating of , Employees -- Attitudes
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48025 , vital:40464
- Description: Call centres can be regarded as one of the most stressful working environments, where a number of challenges are experienced, such as a high staff turnover and a high level of absenteeism. Call centres have evolved over the past decade and will continue to evolve as technology progresses. The call centre industry, has experienced approximately an eight percent growth from 2013 to 2014 in terms of job creation within the Western Cape. The number of jobs increased from 38 000 to 41 000 year on year with a R9 billion contribution being made to the provincial gross domestic product. In investigating the call centre industry in the Western Cape, a core problem was identified which revealed a number of questions. Call centre agents experience low levels of satisfaction, mainly as a result of the repetitiveness and monotonous nature of their work. This leads to the main research problem, namely that of improving employee engagement within a contemporary call centre in the Western Cape. In order to resolve this problem, employee engagement need to be defined as well as various levels of engagement needed to be investigated. Furthermore, an understanding of the key drivers of engagement as well as an understanding on how employee engagement can be improved, is needed. This study aims at providing call centre managers with insight into various engagement factors which could impact on: absenteeism, attrition rates and performance of call centre agents as well as customer experience. In order to address the problem and answer the various questions described above, the researcher conducted a literature review in order to create an understanding of the employee engagement concept as well as identify the various levels of employee engagement and the key drivers of engagement. Based on the literature review conducted, a hypothesis was developed on key drivers that impact the engagement of call centre agents. The key drivers in accordance with the hypothesised model are communication, team support, autonomy, management support, rewards and recognition as well as career development. A further literature review was conducted on how to improve employee engagement based on the key drivers identified. Based on the literature review done a questionnaire has been constructed in order to test the hypothesis. Electronic surveys based on the questionnaire constructed were sent out to a sample of call centre agents. All results from the survey were captured onto excel spreadsheets and various statistical calculations were conducted. The results from empirical study were analysed in conjunction with the literature in order to address the objective of the research. The biographical statistics showed a greater composition of female respondents in comparison to male. The predominant age group was found to be 26-35 years and the predominant period of service towards the organisation was more than 3 years. Descriptive statistics per variable revealed a number of high positive indicators such as regular communication and relationships with managers as well as a sense of belonging in a team. The descriptive statistics also revealed various areas of concern of which the highest frequency of negative responses related to employees feeling like a professional associate and not just a simple worker as well as growth opportunities. All drivers in accordance with the hypothesised model, were positively correlated to employee engagement. The empirical research was conducted on a call centre within the Western Cape and thus it can be concluded that an improvement in the drivers of engagement should lead to improved employee engagement within a contemporary call centre in the Western Cape.
- Full Text:
- Date Issued: 2016
Improving organisational commitment in a selected telecommunications company
- Authors: Shandu, Sizwesihle Derrick
- Date: 2016
- Subjects: Organizational commitment , Employee motivation , Telecommunication
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/4507 , vital:20610
- Description: As human resources become part of strategic management in many organisations, employees are said to play a crucial role in helping their organisations fulfil their goals. It is a fact that organisations are now relying heavily on the competence of their human resources to gain a competitive edge over their competitors. It is therefore important that organisations should have employees that are committed and motivated in order to be able to compete. This study seeks to improve organisational commitment of the employees in the maintenance section of the selected telecommunications company, by investigating whether variables such as appreciative leadership, organisational citizenship behaviour, psychological empowerment (as measured by perceived control, perceived competence and goal internalisation), job satisfaction and employee rewards are significantly or not significantly related to the organisational commitment of the employees in the selected company. A sample, consisting of 120 employees, including technicians, supervisors and managers, was selected. The study achieved a response rate of about 52% (51.7) after 120 questionnaires were distributed. The empirical results of the study showed that only psychological empowerment (as measured by goal internalisation) and job satisfaction were significantly related to organisational commitment of the employees of the selected company. The implementation of the recommendations of this study should contribute to increased organisational commitment in the selected company.
- Full Text:
- Date Issued: 2016
- Authors: Shandu, Sizwesihle Derrick
- Date: 2016
- Subjects: Organizational commitment , Employee motivation , Telecommunication
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/4507 , vital:20610
- Description: As human resources become part of strategic management in many organisations, employees are said to play a crucial role in helping their organisations fulfil their goals. It is a fact that organisations are now relying heavily on the competence of their human resources to gain a competitive edge over their competitors. It is therefore important that organisations should have employees that are committed and motivated in order to be able to compete. This study seeks to improve organisational commitment of the employees in the maintenance section of the selected telecommunications company, by investigating whether variables such as appreciative leadership, organisational citizenship behaviour, psychological empowerment (as measured by perceived control, perceived competence and goal internalisation), job satisfaction and employee rewards are significantly or not significantly related to the organisational commitment of the employees in the selected company. A sample, consisting of 120 employees, including technicians, supervisors and managers, was selected. The study achieved a response rate of about 52% (51.7) after 120 questionnaires were distributed. The empirical results of the study showed that only psychological empowerment (as measured by goal internalisation) and job satisfaction were significantly related to organisational commitment of the employees of the selected company. The implementation of the recommendations of this study should contribute to increased organisational commitment in the selected company.
- Full Text:
- Date Issued: 2016
Improving the claims business process in a South African car rental company
- Authors: Nomadolo, Xolile Claude
- Date: 2016
- Subjects: Automobile leasing and renting -- South Africa Claims Business cycles
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/12650 , vital:27103
- Description: The ultimate aim of this study is to identify and eliminate inefficiencies associated with the current claims management processes, thereby ensuring cost reduction, high damages recoveries while ensuring that the company is positioned to be able to apply its resources in the best way possible to respond to satisfying the needs of the customer.
- Full Text: false
- Date Issued: 2016
- Authors: Nomadolo, Xolile Claude
- Date: 2016
- Subjects: Automobile leasing and renting -- South Africa Claims Business cycles
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/12650 , vital:27103
- Description: The ultimate aim of this study is to identify and eliminate inefficiencies associated with the current claims management processes, thereby ensuring cost reduction, high damages recoveries while ensuring that the company is positioned to be able to apply its resources in the best way possible to respond to satisfying the needs of the customer.
- Full Text: false
- Date Issued: 2016