Determining the essential traits for successful retail pharmacists in the Port Elizabeth-Uitenhage metropole
- Authors: Melamed, Graham Morrison
- Date: 2000
- Subjects: Retail trade -- Port Elizabeth -- South Africa , Pharmacists -- South Africa , Pharmacy management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10831 , http://hdl.handle.net/10948/22 , Retail trade -- Port Elizabeth -- South Africa , Pharmacists -- South Africa , Pharmacy management
- Description: The research problem addressed in this study was to determine whether successful retail pharmacists exhibited specific traits. To achieve this objective a theoretical schedule of traits was developed, using relevant literature in which traits of entrepreneurs are described. The theoretical list consisted of the possession of the following traits: The need to achieve; Confidence in their abilities; The successful management of risk; Creativity and the possession of vision; The tendency/ability to view changes as opportunities; Internal locus of control; Leadership; High level of motivation; Tenacity; Communication skills. Each trait of the schedule was analysed using the literature identified during the literature study. The theoretical list was then used to develop a questionnaire to test the degree to which retail pharmacists in the Greater Port Elizabeth/Uitenhage Metropole concur. The empirical results obtained indicate a strong concurrence with the theoretical list of traits of successful retail pharmacists that was developed in the study. This resulted in the theoretical schedule being confirmed and accepted as a list of traits possessed by successful retail pharmacists.
- Full Text:
- Date Issued: 2000
- Authors: Melamed, Graham Morrison
- Date: 2000
- Subjects: Retail trade -- Port Elizabeth -- South Africa , Pharmacists -- South Africa , Pharmacy management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10831 , http://hdl.handle.net/10948/22 , Retail trade -- Port Elizabeth -- South Africa , Pharmacists -- South Africa , Pharmacy management
- Description: The research problem addressed in this study was to determine whether successful retail pharmacists exhibited specific traits. To achieve this objective a theoretical schedule of traits was developed, using relevant literature in which traits of entrepreneurs are described. The theoretical list consisted of the possession of the following traits: The need to achieve; Confidence in their abilities; The successful management of risk; Creativity and the possession of vision; The tendency/ability to view changes as opportunities; Internal locus of control; Leadership; High level of motivation; Tenacity; Communication skills. Each trait of the schedule was analysed using the literature identified during the literature study. The theoretical list was then used to develop a questionnaire to test the degree to which retail pharmacists in the Greater Port Elizabeth/Uitenhage Metropole concur. The empirical results obtained indicate a strong concurrence with the theoretical list of traits of successful retail pharmacists that was developed in the study. This resulted in the theoretical schedule being confirmed and accepted as a list of traits possessed by successful retail pharmacists.
- Full Text:
- Date Issued: 2000
Development of a Human Resource development strategy for the Border-Kei motor industry cluster
- Authors: Maritz, Andre
- Date: 2000
- Subjects: Manpower policy , Automobile industry and trade -- South Africa , Automobile industry and trade -- Management , Personnel management -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10832 , http://hdl.handle.net/10948/23 , Manpower policy , Automobile industry and trade -- South Africa , Automobile industry and trade -- Management , Personnel management -- South Africa
- Description: DaimlerChrysler’s investment of R 1.4 billion in its East London Plant has resulted in the formation and development of an industry cluster, with DaimlerChrysler as the main industry driver. The rest of the cluster is made up of suppliers to the motor industry, as well as organisations involved in attracting and stimulating economic development in the region. The investment by DaimlerChrysler signalled the entry of DaimlerChrysler South Africa (DCSA) into global markets, supplying right-hand drive C-Class vehicles to the rest of the world. As a global player, world-class quality standards are expected of DCSA and, in turn, their suppliers. World-Class skills are therefore expected of the employees from all of the organisations within the cluster. This factor poses a challenge to South African organisations who are subjected to and challenged by the legislation that seeks to address and correct the societal imbalance of the past. The research problem addressed in this study was two-fold. The first objective was to determine whether or not there was a competitive advantage to be gained by being part of an industry cluster. The second objective was to determine how suppliers to DCSA from within the cluster developed world-class skills despite the constraints imposed upon them by South African legislation. To achieve these objectives, a theoretical study was conducted on existing conditions within clusters worldwide, as well as on methods being implemented by global organisations to develop world-class skills. An empirical study, covering the topics of competitive advantage and developing world-class skills, was developed and sent to suppliers of DCSA to test the degree of concurrence between methods implemented in the Border-Kei Motor Industry Cluster and global organisations elsewhere in the world. The results of the empirical study indicated a strong concurrence in many of the factors, and essentially only differed in instances where a cluster was more developed.
- Full Text:
- Date Issued: 2000
- Authors: Maritz, Andre
- Date: 2000
- Subjects: Manpower policy , Automobile industry and trade -- South Africa , Automobile industry and trade -- Management , Personnel management -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10832 , http://hdl.handle.net/10948/23 , Manpower policy , Automobile industry and trade -- South Africa , Automobile industry and trade -- Management , Personnel management -- South Africa
- Description: DaimlerChrysler’s investment of R 1.4 billion in its East London Plant has resulted in the formation and development of an industry cluster, with DaimlerChrysler as the main industry driver. The rest of the cluster is made up of suppliers to the motor industry, as well as organisations involved in attracting and stimulating economic development in the region. The investment by DaimlerChrysler signalled the entry of DaimlerChrysler South Africa (DCSA) into global markets, supplying right-hand drive C-Class vehicles to the rest of the world. As a global player, world-class quality standards are expected of DCSA and, in turn, their suppliers. World-Class skills are therefore expected of the employees from all of the organisations within the cluster. This factor poses a challenge to South African organisations who are subjected to and challenged by the legislation that seeks to address and correct the societal imbalance of the past. The research problem addressed in this study was two-fold. The first objective was to determine whether or not there was a competitive advantage to be gained by being part of an industry cluster. The second objective was to determine how suppliers to DCSA from within the cluster developed world-class skills despite the constraints imposed upon them by South African legislation. To achieve these objectives, a theoretical study was conducted on existing conditions within clusters worldwide, as well as on methods being implemented by global organisations to develop world-class skills. An empirical study, covering the topics of competitive advantage and developing world-class skills, was developed and sent to suppliers of DCSA to test the degree of concurrence between methods implemented in the Border-Kei Motor Industry Cluster and global organisations elsewhere in the world. The results of the empirical study indicated a strong concurrence in many of the factors, and essentially only differed in instances where a cluster was more developed.
- Full Text:
- Date Issued: 2000
Development of a model of factors promoting team effectiveness in the automotive component industry
- Authors: Hutton, Timothy Strathearn
- Date: 2000
- Subjects: Teams in the workplace , Automobile industry and trade -- Management , Automobile industry and trade -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10833 , http://hdl.handle.net/10948/24 , Teams in the workplace , Automobile industry and trade -- Management , Automobile industry and trade -- South Africa
- Description: The research problem addressed in this study was to determine what makes a work team successful. To achieve this objective a theoretical model of factors promoting team effectiveness was developed, using relevant literature in which models for team effectiveness are described. The theoretical model consisted of the following factors: Individual background factors; Facilitation; Team Factors; Synergy; Team effectiveness; Organisational factors. Each factor of the model was broken down into dimensions that were then analysed using literature identified during the literature study. The theoretical model was then used to develop a questionnaire to test the degree to which managers working for automotive component manufacturers in the Port Elizabeth /Uitenhage magisterial district and falling under Chapter III of the Bargaining Council for the Motor Industry concur. The empirical results obtained indicate a strong concurrence with the theoretical model of factors promoting team effectiveness that was developed in the study. This resulted in the theoretical model being confirmed and being accepted as a model of factors promoting team effectiveness.
- Full Text:
- Date Issued: 2000
- Authors: Hutton, Timothy Strathearn
- Date: 2000
- Subjects: Teams in the workplace , Automobile industry and trade -- Management , Automobile industry and trade -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10833 , http://hdl.handle.net/10948/24 , Teams in the workplace , Automobile industry and trade -- Management , Automobile industry and trade -- South Africa
- Description: The research problem addressed in this study was to determine what makes a work team successful. To achieve this objective a theoretical model of factors promoting team effectiveness was developed, using relevant literature in which models for team effectiveness are described. The theoretical model consisted of the following factors: Individual background factors; Facilitation; Team Factors; Synergy; Team effectiveness; Organisational factors. Each factor of the model was broken down into dimensions that were then analysed using literature identified during the literature study. The theoretical model was then used to develop a questionnaire to test the degree to which managers working for automotive component manufacturers in the Port Elizabeth /Uitenhage magisterial district and falling under Chapter III of the Bargaining Council for the Motor Industry concur. The empirical results obtained indicate a strong concurrence with the theoretical model of factors promoting team effectiveness that was developed in the study. This resulted in the theoretical model being confirmed and being accepted as a model of factors promoting team effectiveness.
- Full Text:
- Date Issued: 2000
Dynamic compensation for performance characteristic differences of wind generator coupled pumps
- Swanepoel, Pieter Frederick Renier
- Authors: Swanepoel, Pieter Frederick Renier
- Date: 2000
- Subjects: Wind pumps
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10806 , http://hdl.handle.net/10948/25 , Wind pumps
- Description: The lack of services such as electricity in the rural areas of South Africa has given rise to the use of pump water and the windmills. The ones in use currently are maintenance intensive. There is a corrosive element in water and this sometimes requires plastic or other non-corrosive materials to be used for pump components and pipes. Solar panels are expensive and have low efficiencies. Alternative energy systems such as diesel engine driven- mono pumps or -turbines or windmills are costly, which means that the overall efficiency must be maximized to reduce these costs.
- Full Text:
- Date Issued: 2000
- Authors: Swanepoel, Pieter Frederick Renier
- Date: 2000
- Subjects: Wind pumps
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10806 , http://hdl.handle.net/10948/25 , Wind pumps
- Description: The lack of services such as electricity in the rural areas of South Africa has given rise to the use of pump water and the windmills. The ones in use currently are maintenance intensive. There is a corrosive element in water and this sometimes requires plastic or other non-corrosive materials to be used for pump components and pipes. Solar panels are expensive and have low efficiencies. Alternative energy systems such as diesel engine driven- mono pumps or -turbines or windmills are costly, which means that the overall efficiency must be maximized to reduce these costs.
- Full Text:
- Date Issued: 2000
Evaluation of the effectiveness of strategic planning in the blood transfusion services in South Africa
- Authors: Van Heerden, Marchell
- Date: 2000
- Subjects: Strategic planning -- South Africa , Blood banks -- South Africa , Blood -- Transfusion -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10835 , http://hdl.handle.net/10948/27 , Strategic planning -- South Africa , Blood banks -- South Africa , Blood -- Transfusion -- South Africa
- Description: In this research paper, the effectiveness of Strategic Planning in Blood Transfusion Services in South Africa was investigated. A brief general overview of relevant aspects that specifically relate to the strategic planning of Services and not-for-gain organisations was presented. The literature study included an explanation of the steps involved in the strategic planning process and the guidelines to develop and implement each of these effectively. The research methodology consisted of three phases: Phase 1 - A literature study to determine the most effective strategic plan for a not-for-gain organisation. Phase 2 - An empirical study to determine the effectiveness of the strategic planning processes in practice by means of a survey among the Blood Transfusion Services in South Africa. Phase 3 - The findings from the literature study and empirical study were used to evaluate whether effective strategic planning is implemented in the Blood Transfusion Services in South Africa. The following recommendations and conclusions were made: The Blood Transfusion Services that have not yet started seeking the opinion of all the stakeholders involved in the organisation should strongly consider implementing this strategy as part of the services provided to the community. The services operate as individual organisations, but clearly influence each other within the industry and the changes within the external environment form part of the elements that are considered by the services when determining the strategic direction of the services. All the services identify the major areas for which objectives need to be set to assist the organisations in achieving long-term prosperity, but they do not all set objectives in these areas. When it comes to strategic issues, all the services state that they identify these, but not all pre-determine criteria for evaluating the strategic issues. Guidelines for the effective implementation of the strategies of choice by lower managers or supervisors are not developed by all the services, nor do most of the services have control mechanisms in place to assist in effective implementation of the strategic planning process.
- Full Text:
- Date Issued: 2000
- Authors: Van Heerden, Marchell
- Date: 2000
- Subjects: Strategic planning -- South Africa , Blood banks -- South Africa , Blood -- Transfusion -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10835 , http://hdl.handle.net/10948/27 , Strategic planning -- South Africa , Blood banks -- South Africa , Blood -- Transfusion -- South Africa
- Description: In this research paper, the effectiveness of Strategic Planning in Blood Transfusion Services in South Africa was investigated. A brief general overview of relevant aspects that specifically relate to the strategic planning of Services and not-for-gain organisations was presented. The literature study included an explanation of the steps involved in the strategic planning process and the guidelines to develop and implement each of these effectively. The research methodology consisted of three phases: Phase 1 - A literature study to determine the most effective strategic plan for a not-for-gain organisation. Phase 2 - An empirical study to determine the effectiveness of the strategic planning processes in practice by means of a survey among the Blood Transfusion Services in South Africa. Phase 3 - The findings from the literature study and empirical study were used to evaluate whether effective strategic planning is implemented in the Blood Transfusion Services in South Africa. The following recommendations and conclusions were made: The Blood Transfusion Services that have not yet started seeking the opinion of all the stakeholders involved in the organisation should strongly consider implementing this strategy as part of the services provided to the community. The services operate as individual organisations, but clearly influence each other within the industry and the changes within the external environment form part of the elements that are considered by the services when determining the strategic direction of the services. All the services identify the major areas for which objectives need to be set to assist the organisations in achieving long-term prosperity, but they do not all set objectives in these areas. When it comes to strategic issues, all the services state that they identify these, but not all pre-determine criteria for evaluating the strategic issues. Guidelines for the effective implementation of the strategies of choice by lower managers or supervisors are not developed by all the services, nor do most of the services have control mechanisms in place to assist in effective implementation of the strategic planning process.
- Full Text:
- Date Issued: 2000
Handheld infrared CO2 gas detector
- Authors: Coetzee, George
- Date: 2000
- Subjects: Gas-detectors , Infrared detectors , Water quality -- Measurement
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10807 , http://hdl.handle.net/10948/28 , Gas-detectors , Infrared detectors , Water quality -- Measurement
- Description: A handheld InfraRed (IR) Carbon Dioxide (CO2) gas detector was developed and used to carry out a study of water and urine samples in South Africa. The details of the model and the results of the study are discussed here. The overseas markets are not geared for the current South African conditions. Use is made of components that can be obtained locally. Imported components are very expensive and should an imported model be damaged, it has to be returned overseas to be repaired. As an illustration of this technology it was decided to perform research in water technology and then develope a handheld Infrared CO2 gas detector based prototype which would: highlight the benefits of using handheld IR CO2 gas detectors; be built locally; be powered by a 12 Volt supply; be very easy to maintain; and be cost effective. Experimental results on the accuracy and stability of the instrument formed part of this study. The IR CO2 Gas detector that was developed was used throughout the project as a prototype and testing vehicle for numerous designs. It proved to be superior to the current imported commercial instruments in terms of size, cost effectiveness and user friendliness. A further advantage of the instrument is its robustness.
- Full Text:
- Date Issued: 2000
- Authors: Coetzee, George
- Date: 2000
- Subjects: Gas-detectors , Infrared detectors , Water quality -- Measurement
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10807 , http://hdl.handle.net/10948/28 , Gas-detectors , Infrared detectors , Water quality -- Measurement
- Description: A handheld InfraRed (IR) Carbon Dioxide (CO2) gas detector was developed and used to carry out a study of water and urine samples in South Africa. The details of the model and the results of the study are discussed here. The overseas markets are not geared for the current South African conditions. Use is made of components that can be obtained locally. Imported components are very expensive and should an imported model be damaged, it has to be returned overseas to be repaired. As an illustration of this technology it was decided to perform research in water technology and then develope a handheld Infrared CO2 gas detector based prototype which would: highlight the benefits of using handheld IR CO2 gas detectors; be built locally; be powered by a 12 Volt supply; be very easy to maintain; and be cost effective. Experimental results on the accuracy and stability of the instrument formed part of this study. The IR CO2 Gas detector that was developed was used throughout the project as a prototype and testing vehicle for numerous designs. It proved to be superior to the current imported commercial instruments in terms of size, cost effectiveness and user friendliness. A further advantage of the instrument is its robustness.
- Full Text:
- Date Issued: 2000
Identification of Management skills required by middle Managers to effectively manage a public hospital in the Eastern Cape
- Authors: Belemu, Roy Boombe
- Date: 2000
- Subjects: Hospitals -- South Africa -- Management , Health services administration -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10829 , http://hdl.handle.net/10948/19 , Hospitals -- South Africa -- Management , Health services administration -- South Africa
- Description: The research problem addressed in this study was to identify what management skills do middle managers require to manage the organisational units effectively. To achieve this objective a theoretical model of management skills required by middle managers to effectively manage a public hospital was developed, using relevant literature in which management skills are identified. The theoretical model consisted of the following categories of management skills whose correct application can promote managerial effectiveness in managing organisational units: General management skills; Technical skills; Human skills; Leadership skills; Financial management skills; Computer skills. Each category of the management skills was broken down into elements that were then analysed using literature identified during the literature study. The model was then used to develop a questionnaire to assess the degree to which managers responsible for running the clinical, nursing and paramedical departments of a public hospital in the Eastern Cape rate the elements in terms of importance. The empirical results obtained indicate that a wide variety of skills are regarded by middle managers as important to performance of their managerial roles. This resulted in the theoretical model being confirmed and the identified management skills being accepted as management skills required by middle managers to effectively manage a public hospital in the Eastern Cape.
- Full Text:
- Date Issued: 2000
- Authors: Belemu, Roy Boombe
- Date: 2000
- Subjects: Hospitals -- South Africa -- Management , Health services administration -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10829 , http://hdl.handle.net/10948/19 , Hospitals -- South Africa -- Management , Health services administration -- South Africa
- Description: The research problem addressed in this study was to identify what management skills do middle managers require to manage the organisational units effectively. To achieve this objective a theoretical model of management skills required by middle managers to effectively manage a public hospital was developed, using relevant literature in which management skills are identified. The theoretical model consisted of the following categories of management skills whose correct application can promote managerial effectiveness in managing organisational units: General management skills; Technical skills; Human skills; Leadership skills; Financial management skills; Computer skills. Each category of the management skills was broken down into elements that were then analysed using literature identified during the literature study. The model was then used to develop a questionnaire to assess the degree to which managers responsible for running the clinical, nursing and paramedical departments of a public hospital in the Eastern Cape rate the elements in terms of importance. The empirical results obtained indicate that a wide variety of skills are regarded by middle managers as important to performance of their managerial roles. This resulted in the theoretical model being confirmed and the identified management skills being accepted as management skills required by middle managers to effectively manage a public hospital in the Eastern Cape.
- Full Text:
- Date Issued: 2000
Implications of current labour legislation for small, medium and micro-enterprises with regard to procuring government contracts
- Authors: Long, Hylton Ernest
- Date: 2000
- Subjects: Small business -- Law and legislation -- South Africa , Small business -- South Africa -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10836 , http://hdl.handle.net/10948/29 , Small business -- Law and legislation -- South Africa , Small business -- South Africa -- Management
- Description: The research problem addressed in this study is to determine what affect current labour legislation has on small, medium and micro-enterprises (SMME’s), in particular with regard to the procuring of Government contracts. To achieve this objective a literature study was undertaken to ascertain what knowledgeable people believed was the affects of labour legislation on SMME’s. The literature study included all relevant labour legislation promulgated by the Government since 1994 The literature study was then used to develop a questionnaire to test the degree to which SMME’s, operating in the Municipal areas of East London and King Williams Town, abided by the relevant labour legislation. The empirical results, in general, indicated a strong adherence to labour legislation. Those organisations that had not strictly adhered to labour legislation were, in most instances, not successful in securing contracts offered by Government or parastatals. The results indicated that all the role-players, namely businesses, trade unions and knowledgeable people have valid arguments both for and against labour legislation. Each group, is however, still concerned and suspicious that in one way or another, they will be placed at a disadvantage with respect to the others positions, and this places a serious strain on the South African economy.
- Full Text:
- Date Issued: 2000
- Authors: Long, Hylton Ernest
- Date: 2000
- Subjects: Small business -- Law and legislation -- South Africa , Small business -- South Africa -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10836 , http://hdl.handle.net/10948/29 , Small business -- Law and legislation -- South Africa , Small business -- South Africa -- Management
- Description: The research problem addressed in this study is to determine what affect current labour legislation has on small, medium and micro-enterprises (SMME’s), in particular with regard to the procuring of Government contracts. To achieve this objective a literature study was undertaken to ascertain what knowledgeable people believed was the affects of labour legislation on SMME’s. The literature study included all relevant labour legislation promulgated by the Government since 1994 The literature study was then used to develop a questionnaire to test the degree to which SMME’s, operating in the Municipal areas of East London and King Williams Town, abided by the relevant labour legislation. The empirical results, in general, indicated a strong adherence to labour legislation. Those organisations that had not strictly adhered to labour legislation were, in most instances, not successful in securing contracts offered by Government or parastatals. The results indicated that all the role-players, namely businesses, trade unions and knowledgeable people have valid arguments both for and against labour legislation. Each group, is however, still concerned and suspicious that in one way or another, they will be placed at a disadvantage with respect to the others positions, and this places a serious strain on the South African economy.
- Full Text:
- Date Issued: 2000
Integrating customer requirements in the design of service processes in South African motor dealership
- Authors: Hodgkinson, Peter
- Date: 2000
- Subjects: Automobile industry and trade -- Customer services , Automobile industry and trade -- South Africa , Customer services -- Quality control
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10837 , http://hdl.handle.net/10948/30 , Automobile industry and trade -- Customer services , Automobile industry and trade -- South Africa , Customer services -- Quality control
- Description: The Motor Industry is set in a highly competitive and dynamic global arena constantly shaped by both external and internal forces. From an organisations point of view many of the external or macro forces are largely uncontrollable. Against this backdrop, players in the South African Motor Industry need to find new methods of differentiating themselves from competitors – One manner of performing this strategy is for Motor Dealerships to understand, meet or exceed customer requirements. In this research, the literature survey revealed the concepts of Total Quality Management (TQM) and fail-safing, the meaning of superior customer service and the importance of customer loyalty and retention. Customer service excellence levels of three Williams Hunt dealerships in the Port Elizabeth – Uitenhage metropole were measured by utilizing the SERVQUAL instrument for calibrating service quality. Customer expectations and perceptions were determined by means of the empirical study which yielded a service quality “gap.” From analysis of this gap and related findings, suggested improvements were suggested as a guideline for dealerships to utilise with the aim of improving customer service levels.
- Full Text:
- Date Issued: 2000
- Authors: Hodgkinson, Peter
- Date: 2000
- Subjects: Automobile industry and trade -- Customer services , Automobile industry and trade -- South Africa , Customer services -- Quality control
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10837 , http://hdl.handle.net/10948/30 , Automobile industry and trade -- Customer services , Automobile industry and trade -- South Africa , Customer services -- Quality control
- Description: The Motor Industry is set in a highly competitive and dynamic global arena constantly shaped by both external and internal forces. From an organisations point of view many of the external or macro forces are largely uncontrollable. Against this backdrop, players in the South African Motor Industry need to find new methods of differentiating themselves from competitors – One manner of performing this strategy is for Motor Dealerships to understand, meet or exceed customer requirements. In this research, the literature survey revealed the concepts of Total Quality Management (TQM) and fail-safing, the meaning of superior customer service and the importance of customer loyalty and retention. Customer service excellence levels of three Williams Hunt dealerships in the Port Elizabeth – Uitenhage metropole were measured by utilizing the SERVQUAL instrument for calibrating service quality. Customer expectations and perceptions were determined by means of the empirical study which yielded a service quality “gap.” From analysis of this gap and related findings, suggested improvements were suggested as a guideline for dealerships to utilise with the aim of improving customer service levels.
- Full Text:
- Date Issued: 2000
Investigation into the provision of service excellence in a selected bank in the Port Elizabeth metropole
- Authors: Keet, Marius
- Date: 2000
- Subjects: Banks and banking -- South Africa , Bank management , Consumer satisfaction , Quality assurance -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10838 , http://hdl.handle.net/10948/31 , Banks and banking -- South Africa , Bank management , Consumer satisfaction , Quality assurance -- Management
- Description: In this research customer service excellence in First National Bank in the Port Elizabeth metropole was investigated. From the industry and competitor analysis it can be concluded that banking is a highly competitive industry that is undergoing constant change because of fierce competition. The literature survey was aimed at placing the concept of service quality, excellence and customer loyalty which lead to customer retention into perspective. The concept of total quality management outlining the specific requirements of how the concept can be utilised and how a service quality programme can be implemented was discussed. The purpose of the empirical study was to test customers’ perceptions of service provided by First National Bank and to contribute with useful information to the bank studied. From these findings improvements and recommendations were suggested as a guideline for any bank to follow to improve customer service levels. The empirical study results were satisfactory and informative. The meaningful positive responses that were identified can be utilised as competitive marketing strategies by FNB. The meaningful negative concerns the bank should consider improving upon and attention should be given to the language and SBU differences outlined.
- Full Text:
- Date Issued: 2000
- Authors: Keet, Marius
- Date: 2000
- Subjects: Banks and banking -- South Africa , Bank management , Consumer satisfaction , Quality assurance -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10838 , http://hdl.handle.net/10948/31 , Banks and banking -- South Africa , Bank management , Consumer satisfaction , Quality assurance -- Management
- Description: In this research customer service excellence in First National Bank in the Port Elizabeth metropole was investigated. From the industry and competitor analysis it can be concluded that banking is a highly competitive industry that is undergoing constant change because of fierce competition. The literature survey was aimed at placing the concept of service quality, excellence and customer loyalty which lead to customer retention into perspective. The concept of total quality management outlining the specific requirements of how the concept can be utilised and how a service quality programme can be implemented was discussed. The purpose of the empirical study was to test customers’ perceptions of service provided by First National Bank and to contribute with useful information to the bank studied. From these findings improvements and recommendations were suggested as a guideline for any bank to follow to improve customer service levels. The empirical study results were satisfactory and informative. The meaningful positive responses that were identified can be utilised as competitive marketing strategies by FNB. The meaningful negative concerns the bank should consider improving upon and attention should be given to the language and SBU differences outlined.
- Full Text:
- Date Issued: 2000
Management of political behaviour in organisations
- Authors: Pio, Riaan Johan
- Date: 2000
- Subjects: Organizational behavior , Corporate culture
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10839 , http://hdl.handle.net/10948/33 , Organizational behavior , Corporate culture
- Description: In this research paper, the constructive management of political behaviour in organisations was investigated. A general overview of relevant aspects which specifically relate to the constructive management of political behaviour in the automotive industry was presented. The literature study included a discussion of the nature of political behaviour and guidelines for the management of political behaviour in organisations. The research methodology consisted of three phases: Phase 1: A literature study to determine guidelines to manage political behaviour in organisations constructively. Phase 2: An empirical study to determine the effectiveness of these guidelines in practice by means of a survey amongst role players in the automotive industry in South Africa. Phase 3: The findings from the literature study and empirical study were integrated into guidelines of how managers can manage political behaviour constructively. The study identified nine main strategies for managing political behaviour. They are: Open communication. Communication must be open to keep all parties informed and to prevent distrust. Reduction of uncertainty. This involves preventing employees being unsure of what the future holds. Awareness. The aim of awareness is for managers to be sensitive to and aware of situations that could elicit political behaviours. Furthermore, they must recognize political behaviour for what it is. Setting an example. Managers must set an exemplary example and not engage in political behaviour. An understanding of the reason/motivation for the formation of informal (political) groups or cliques. Having established the reason why political groups form will enable a manager to manage them more effectively. Confront political game players. Managers must address all forms of possible political behaviour in a serious manner. Understanding the organisation’s strategy, goals and action plans. All employees need to know exactly what direction the organization is moving in and what is in it for them. It is management’s task to ensure this open and clear communication, to prevent fears and political behaviour. Tie resource allocation and rewards to strategy. This can be achieved by ensuring that the criteria for the allocation of rewards is straight forward and understood by all. Reward systems must, furthermore, be directly linked to performance. There should also be transparency in decision-making. Isolate resource acquisition from internal operations. It is necessary to clearly specify the conditions and ground rules for the acquisition of resources to ensure that the process is transparent. The conclusion reached is that political behaviour in organizations can be managed constructively to build win-win relationships.
- Full Text:
- Date Issued: 2000
- Authors: Pio, Riaan Johan
- Date: 2000
- Subjects: Organizational behavior , Corporate culture
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10839 , http://hdl.handle.net/10948/33 , Organizational behavior , Corporate culture
- Description: In this research paper, the constructive management of political behaviour in organisations was investigated. A general overview of relevant aspects which specifically relate to the constructive management of political behaviour in the automotive industry was presented. The literature study included a discussion of the nature of political behaviour and guidelines for the management of political behaviour in organisations. The research methodology consisted of three phases: Phase 1: A literature study to determine guidelines to manage political behaviour in organisations constructively. Phase 2: An empirical study to determine the effectiveness of these guidelines in practice by means of a survey amongst role players in the automotive industry in South Africa. Phase 3: The findings from the literature study and empirical study were integrated into guidelines of how managers can manage political behaviour constructively. The study identified nine main strategies for managing political behaviour. They are: Open communication. Communication must be open to keep all parties informed and to prevent distrust. Reduction of uncertainty. This involves preventing employees being unsure of what the future holds. Awareness. The aim of awareness is for managers to be sensitive to and aware of situations that could elicit political behaviours. Furthermore, they must recognize political behaviour for what it is. Setting an example. Managers must set an exemplary example and not engage in political behaviour. An understanding of the reason/motivation for the formation of informal (political) groups or cliques. Having established the reason why political groups form will enable a manager to manage them more effectively. Confront political game players. Managers must address all forms of possible political behaviour in a serious manner. Understanding the organisation’s strategy, goals and action plans. All employees need to know exactly what direction the organization is moving in and what is in it for them. It is management’s task to ensure this open and clear communication, to prevent fears and political behaviour. Tie resource allocation and rewards to strategy. This can be achieved by ensuring that the criteria for the allocation of rewards is straight forward and understood by all. Reward systems must, furthermore, be directly linked to performance. There should also be transparency in decision-making. Isolate resource acquisition from internal operations. It is necessary to clearly specify the conditions and ground rules for the acquisition of resources to ensure that the process is transparent. The conclusion reached is that political behaviour in organizations can be managed constructively to build win-win relationships.
- Full Text:
- Date Issued: 2000
Replacement of seven 132/66 kv distance protection schemes by means of a generic relay implemented as a strategic spare
- Authors: Harris, Raymond Trevor
- Date: 2000
- Subjects: Protective relays , Electric power systems -- Protection
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10808 , http://hdl.handle.net/10948/34 , Protective relays , Electric power systems -- Protection
- Description: Eskom is experiencing problems in the field of protection maintenance and in-service breakdowns which negatively influence the quality of electrical supply to the consumer, an integral component of the utility business. These facts initiated the research into the further development of a generic relay to be implemented as a strategic spare for the replacement of several schemes operating within Eskom’s southern region. These include the electromechanical, solid state and numerical distance protection relay and scheme failures on the 132 / 66 kV feeder network. Hence, the primary objective of the research is to develop, test and configure the strategic spare in terms of software and peripheral hardware for the input and output terminal connections, generic equations and settings for the purpose of the scheme replacements. The various schemes are assessed for stepped distance and permissive intertripping for three or single pole operation. This is done in conjunction with the internal and external circuit diagrams in order to understand the detailed operation of the scheme and to ensure the effective implementation of the strategic spare. The generic relay is configured for the emergency replacement of the various schemes during in-service breakdowns. This constitutes a temporary installation and therefore the downtime in essence, of all the distance protection schemes that require replacement, is limited to a minimum. This dissertation therefore explores the implementation of the strategic spare.
- Full Text:
- Date Issued: 2000
- Authors: Harris, Raymond Trevor
- Date: 2000
- Subjects: Protective relays , Electric power systems -- Protection
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10808 , http://hdl.handle.net/10948/34 , Protective relays , Electric power systems -- Protection
- Description: Eskom is experiencing problems in the field of protection maintenance and in-service breakdowns which negatively influence the quality of electrical supply to the consumer, an integral component of the utility business. These facts initiated the research into the further development of a generic relay to be implemented as a strategic spare for the replacement of several schemes operating within Eskom’s southern region. These include the electromechanical, solid state and numerical distance protection relay and scheme failures on the 132 / 66 kV feeder network. Hence, the primary objective of the research is to develop, test and configure the strategic spare in terms of software and peripheral hardware for the input and output terminal connections, generic equations and settings for the purpose of the scheme replacements. The various schemes are assessed for stepped distance and permissive intertripping for three or single pole operation. This is done in conjunction with the internal and external circuit diagrams in order to understand the detailed operation of the scheme and to ensure the effective implementation of the strategic spare. The generic relay is configured for the emergency replacement of the various schemes during in-service breakdowns. This constitutes a temporary installation and therefore the downtime in essence, of all the distance protection schemes that require replacement, is limited to a minimum. This dissertation therefore explores the implementation of the strategic spare.
- Full Text:
- Date Issued: 2000
Significance of corporate social investment within the field of public relations with specific reference to selected Kwazulu Natal corporations
- Authors: Rampersad, Renitha
- Date: 2000
- Subjects: Investments -- Moral and ethical aspects -- South Africa , Public relations -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10779 , http://hdl.handle.net/10948/35 , Investments -- Moral and ethical aspects -- South Africa , Public relations -- South Africa
- Description: This study is a qualitative investigation into the areas of corporate social investment and public relations. The study examines the significance of corporate social investment within the field of public relations with specific reference to selected KwaZulu Natal corporations. The study looks at the corporate social investment and public relations departments of five corporations in the KwaZulu Natal region. The corporations that were interviewed were selected based on their location, and the number of years of experience in the field. The five companies, namely, The South African Sugar Association, NBS Boland Bank, Hillside Aluminium (Alusaf), McCarthy Retail and Richards Bay Minerals received immense coverage on their corporate social investment initiatives, in the Mail and Guardian’s April 1998 issue, ‘Investing in the future, special focus on social investment.’ The report presents an in-depth literature review, which examines the history of both corporate social investment and public relations. It thereafter examines the current practices of public relations and corporate social investment from a South African perspective. The prevalent approach to corporate social investment is also addressed. Apart from the study of the five corporations, the report also comments on other dedicated corporate social investment programmes. The programmes of each of the five companies are contrasted with current and relevant documentation from the 1999 Business and Marketing Intelligence report. Graphs and tables complement this information. The findings reveal that there is little public relations involvement in corporate social investment initiatives because corporate social investment practitioners do not see the need for the involvement of public relations practitioners in all areas of their corporate social investment initiatives. The results of the interviews gives the reader a broad perspective of corporate social investment and public relations within each company. The findings suggest that the role of public relations needs to be re-examined in the new millennium.
- Full Text:
- Date Issued: 2000
- Authors: Rampersad, Renitha
- Date: 2000
- Subjects: Investments -- Moral and ethical aspects -- South Africa , Public relations -- South Africa
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10779 , http://hdl.handle.net/10948/35 , Investments -- Moral and ethical aspects -- South Africa , Public relations -- South Africa
- Description: This study is a qualitative investigation into the areas of corporate social investment and public relations. The study examines the significance of corporate social investment within the field of public relations with specific reference to selected KwaZulu Natal corporations. The study looks at the corporate social investment and public relations departments of five corporations in the KwaZulu Natal region. The corporations that were interviewed were selected based on their location, and the number of years of experience in the field. The five companies, namely, The South African Sugar Association, NBS Boland Bank, Hillside Aluminium (Alusaf), McCarthy Retail and Richards Bay Minerals received immense coverage on their corporate social investment initiatives, in the Mail and Guardian’s April 1998 issue, ‘Investing in the future, special focus on social investment.’ The report presents an in-depth literature review, which examines the history of both corporate social investment and public relations. It thereafter examines the current practices of public relations and corporate social investment from a South African perspective. The prevalent approach to corporate social investment is also addressed. Apart from the study of the five corporations, the report also comments on other dedicated corporate social investment programmes. The programmes of each of the five companies are contrasted with current and relevant documentation from the 1999 Business and Marketing Intelligence report. Graphs and tables complement this information. The findings reveal that there is little public relations involvement in corporate social investment initiatives because corporate social investment practitioners do not see the need for the involvement of public relations practitioners in all areas of their corporate social investment initiatives. The results of the interviews gives the reader a broad perspective of corporate social investment and public relations within each company. The findings suggest that the role of public relations needs to be re-examined in the new millennium.
- Full Text:
- Date Issued: 2000
Strategic analysis of the South African motor manufacturing industry's changing business environment
- Authors: Stockwell, Cecil
- Date: 2000
- Subjects: Automobile industry and trade -- South Africa , Automobile industry and trade -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10840 , http://hdl.handle.net/10948/36 , Automobile industry and trade -- South Africa , Automobile industry and trade -- Management
- Description: Introduction: The South African economy has shown very little economic growth and car sales declined steadily from 1988 till they increased slightly in 1999. 2000 saw the economy recovering from a recession, and motor vehicle sales increasing. In order for the South African motor manufacturing industry to remain viable, the manufacturers, who must operate within the framework of the Motor Industry Development Plan, face increasing international competition as the large motor firms from around the world strive to gain a foothold in Africa in anticipation of an “African Renaissance.” South African manufacturers have to develop appropriate strategies to ensure profitability and survival in the new millennium. This entails a thorough analysis of the changing business environment the industry finds itself trading in.
- Full Text:
- Date Issued: 2000
Strategic analysis of the South African motor manufacturing industry's changing business environment
- Authors: Stockwell, Cecil
- Date: 2000
- Subjects: Automobile industry and trade -- South Africa , Automobile industry and trade -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10840 , http://hdl.handle.net/10948/36 , Automobile industry and trade -- South Africa , Automobile industry and trade -- Management
- Description: Introduction: The South African economy has shown very little economic growth and car sales declined steadily from 1988 till they increased slightly in 1999. 2000 saw the economy recovering from a recession, and motor vehicle sales increasing. In order for the South African motor manufacturing industry to remain viable, the manufacturers, who must operate within the framework of the Motor Industry Development Plan, face increasing international competition as the large motor firms from around the world strive to gain a foothold in Africa in anticipation of an “African Renaissance.” South African manufacturers have to develop appropriate strategies to ensure profitability and survival in the new millennium. This entails a thorough analysis of the changing business environment the industry finds itself trading in.
- Full Text:
- Date Issued: 2000
The analysis of trace gas emissions from landfills
- Authors: Rubidge, Gletwyn Robert
- Date: 2000
- Subjects: Gases, Asphyxiating and poisonnous , Gases -- Analysis , Sanitation -- Environmental engineering
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10983 , http://hdl.handle.net/10948/d1006341 , Gases, Asphyxiating and poisonnous , Gases -- Analysis , Sanitation -- Environmental engineering
- Description: Numerous informal houses have been built on and adjacent to a landfill in iBayi, Port Elizabeth, South Africa, which accepted domestic and industrial waste. Formal housing surrounds most of the site at a greater distance - some 60 m, or further, from the landfill. Both formal and informally housed residents complain of odours, burning eyes, sore throats and headaches - symptoms which they believed were caused by the landfill. The landfill gas and ambient air were analyzed to classify and quantify the VOCs (volatile organic compounds) emitted and then to compare the quantitative data with recognised standards to establish if the residents are at risk. Eighteen target (potentially hazardous) VOCs were quantified. A wide variety of compounds were detected in both the ambient air and landfill gas. The results of the VOC analyses were similar to those of other workers in both the qualitative and quantitative studies. The concentrations of the VOCs were mostly lower than the TLV (threshold limit values) values, but exceeded the MRLs (minimum recommended levels). The combined concentrations of the VOC’s in the ambient air either approached or exceeded the limit values for combined exposure thus indicating that a potential health hazard exists. One third of the VOCs were detected in both the ambient air and the subsurface gas, however, external pollution sources also appear to contribute to the VOC concentrations ambient air. Dangerously high methane concentrations were repeatedly detected in the landfill gas amongst the informal houses. There was a vast improvement in the aesthetic qualities of the landfill since the disposal restriction to accept only domestic refuse and building rubble in July 1997. The ambient air was less odorous and landfill site littered. Fewer informal recyclers were present and their concomitant squabbling over valuables had almost vanished. The management of the iBayi landfill holds much room for improvement. There is potential for serious injury or even death if no action is taken to remedy the problems at the iBayi landfill. A holistic solution will have to be found to make the landfill a safe neighbour. Some complementary analyses (such as pH, heavy metal concentrations in the water and sediments etc.) were performed on the leachate and water surrounding the landfill.
- Full Text:
- Date Issued: 2000
- Authors: Rubidge, Gletwyn Robert
- Date: 2000
- Subjects: Gases, Asphyxiating and poisonnous , Gases -- Analysis , Sanitation -- Environmental engineering
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10983 , http://hdl.handle.net/10948/d1006341 , Gases, Asphyxiating and poisonnous , Gases -- Analysis , Sanitation -- Environmental engineering
- Description: Numerous informal houses have been built on and adjacent to a landfill in iBayi, Port Elizabeth, South Africa, which accepted domestic and industrial waste. Formal housing surrounds most of the site at a greater distance - some 60 m, or further, from the landfill. Both formal and informally housed residents complain of odours, burning eyes, sore throats and headaches - symptoms which they believed were caused by the landfill. The landfill gas and ambient air were analyzed to classify and quantify the VOCs (volatile organic compounds) emitted and then to compare the quantitative data with recognised standards to establish if the residents are at risk. Eighteen target (potentially hazardous) VOCs were quantified. A wide variety of compounds were detected in both the ambient air and landfill gas. The results of the VOC analyses were similar to those of other workers in both the qualitative and quantitative studies. The concentrations of the VOCs were mostly lower than the TLV (threshold limit values) values, but exceeded the MRLs (minimum recommended levels). The combined concentrations of the VOC’s in the ambient air either approached or exceeded the limit values for combined exposure thus indicating that a potential health hazard exists. One third of the VOCs were detected in both the ambient air and the subsurface gas, however, external pollution sources also appear to contribute to the VOC concentrations ambient air. Dangerously high methane concentrations were repeatedly detected in the landfill gas amongst the informal houses. There was a vast improvement in the aesthetic qualities of the landfill since the disposal restriction to accept only domestic refuse and building rubble in July 1997. The ambient air was less odorous and landfill site littered. Fewer informal recyclers were present and their concomitant squabbling over valuables had almost vanished. The management of the iBayi landfill holds much room for improvement. There is potential for serious injury or even death if no action is taken to remedy the problems at the iBayi landfill. A holistic solution will have to be found to make the landfill a safe neighbour. Some complementary analyses (such as pH, heavy metal concentrations in the water and sediments etc.) were performed on the leachate and water surrounding the landfill.
- Full Text:
- Date Issued: 2000
Development of a model of performance indicators required for the effective management of South African Universities and Technikons
- Authors: Hutton, Wendy
- Date: 1999
- Subjects: Universities and colleges -- South Africa -- Management , Performance -- Management , Performance standards , Performance -- Measurement
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10826 , http://hdl.handle.net/10948/16 , Universities and colleges -- South Africa -- Management , Performance -- Management , Performance standards , Performance -- Measurement
- Description: Research has been conducted on performance indicators in higher education institutions in a number of countries. However, in South Africa limited research in this field on a national level is available to the management of South African higher education institutions. The change in funding of these institutions has led to performance measurement becoming essential in order to justify the use of public funds. In order to obtain more relevant information about performance indicators in the South African context, a literature study was conducted to develop a questionnaire to test the concurrence of the importance of performance indicators in South African universities and technikons. The findings of the survey shows a high level of concurrence for the performance indicators identified in the literature study.
- Full Text:
- Date Issued: 1999
- Authors: Hutton, Wendy
- Date: 1999
- Subjects: Universities and colleges -- South Africa -- Management , Performance -- Management , Performance standards , Performance -- Measurement
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10826 , http://hdl.handle.net/10948/16 , Universities and colleges -- South Africa -- Management , Performance -- Management , Performance standards , Performance -- Measurement
- Description: Research has been conducted on performance indicators in higher education institutions in a number of countries. However, in South Africa limited research in this field on a national level is available to the management of South African higher education institutions. The change in funding of these institutions has led to performance measurement becoming essential in order to justify the use of public funds. In order to obtain more relevant information about performance indicators in the South African context, a literature study was conducted to develop a questionnaire to test the concurrence of the importance of performance indicators in South African universities and technikons. The findings of the survey shows a high level of concurrence for the performance indicators identified in the literature study.
- Full Text:
- Date Issued: 1999
Effective application of digital printing techniques for fine artists in the South African context
- Authors: Giloi, Susan Louise
- Date: 1999
- Subjects: Photography -- Digital techniques
- Language: English
- Type: Thesis , Masters , MTech (Photography)
- Identifier: vital:10760 , http://hdl.handle.net/10948/15 , Photography -- Digital techniques
- Description: The question to be answered by this research is how would a fine artist working in South Africa, identify and use the correct digital printing techniques to accurately print their work?
- Full Text:
- Date Issued: 1999
- Authors: Giloi, Susan Louise
- Date: 1999
- Subjects: Photography -- Digital techniques
- Language: English
- Type: Thesis , Masters , MTech (Photography)
- Identifier: vital:10760 , http://hdl.handle.net/10948/15 , Photography -- Digital techniques
- Description: The question to be answered by this research is how would a fine artist working in South Africa, identify and use the correct digital printing techniques to accurately print their work?
- Full Text:
- Date Issued: 1999
Study of milk marketing by selected dairy companies in Port Elizabeth
- Authors: Smith, Natalie Heather
- Date: 1999
- Subjects: Milk trade , Dairying -- South Africa -- Port Elizabeth , Dairying -- Management
- Language: English
- Type: Thesis , Masters , MTech (Management)
- Identifier: vital:10827 , http://hdl.handle.net/10948/17 , Milk trade , Dairying -- South Africa -- Port Elizabeth , Dairying -- Management
- Description: This paper concerns itself with decreasing milk consumption in the Port Elizabeth area and how the marketing mix influences marketing decisions. Personal interviews were conducted in different supermarkets to investigate consumer perceptions of milk, the brand purchased and how consumers use milk. The study indicated that people purchasing milk were very price conscious. Respondents showed almost no brand loyalty. However, respondents indicated that they were aware of the health benefits of drinking milk, although most used milk predominantly to whiten their tea and/or coffee. A comparison of the findings of this study to those of Geils (1981) and Hanekom (1990) indicates that the milk industry has the same problems in 1999 as it did in 1990 and in 1981. Findings reflect the unhealthy perception people have about milk. Many regard it as a child’s drink and others perceive it as fattening. Decreasing consumption figures indicate that there has been little effort or success from the dairy industry to change consumer perceptions of milk. Figures indicate that consumption of milk may be close to zero in 2015, if marketers of dairy companies do not improve the image of milk. However, a considerable amount of investment by overseas companies in Port Elizabeth dairies may increase marketing activities in the future. This paper begins with an overview of the major competitors in the Port Elizabeth area, highlighting their strengths and weaknesses. The importance of selecting the appropriate market mix for milk is discussed by explaining each mix element, namely, product, distribution, promotion and price. Distribution involves the delivery of the perishable product to outlets in the shortest space of time after production. Careful and efficient planning of refrigerated warehousing, transport and delivery services all indirectly contribute to the freshness and quality of milk. Promotion is one of the most important elements that can be used to change consumer perceptions of milk. It is necessary to select the correct message for the specific target group when advertising. Product benefits like milk’s purity, or naturalness, should be focused on rather than its creaminess and richness. Price constitutes the fourth element of the marketing mix. Price in the narrowest sense, is the amount of money charged for milk. The milk industry is intensely price sensitive which often results in price wars among competitors. Most consumers purchase the cheapest brand of milk indicating little brand loyalty, especially among top-end consumers.
- Full Text:
- Date Issued: 1999
- Authors: Smith, Natalie Heather
- Date: 1999
- Subjects: Milk trade , Dairying -- South Africa -- Port Elizabeth , Dairying -- Management
- Language: English
- Type: Thesis , Masters , MTech (Management)
- Identifier: vital:10827 , http://hdl.handle.net/10948/17 , Milk trade , Dairying -- South Africa -- Port Elizabeth , Dairying -- Management
- Description: This paper concerns itself with decreasing milk consumption in the Port Elizabeth area and how the marketing mix influences marketing decisions. Personal interviews were conducted in different supermarkets to investigate consumer perceptions of milk, the brand purchased and how consumers use milk. The study indicated that people purchasing milk were very price conscious. Respondents showed almost no brand loyalty. However, respondents indicated that they were aware of the health benefits of drinking milk, although most used milk predominantly to whiten their tea and/or coffee. A comparison of the findings of this study to those of Geils (1981) and Hanekom (1990) indicates that the milk industry has the same problems in 1999 as it did in 1990 and in 1981. Findings reflect the unhealthy perception people have about milk. Many regard it as a child’s drink and others perceive it as fattening. Decreasing consumption figures indicate that there has been little effort or success from the dairy industry to change consumer perceptions of milk. Figures indicate that consumption of milk may be close to zero in 2015, if marketers of dairy companies do not improve the image of milk. However, a considerable amount of investment by overseas companies in Port Elizabeth dairies may increase marketing activities in the future. This paper begins with an overview of the major competitors in the Port Elizabeth area, highlighting their strengths and weaknesses. The importance of selecting the appropriate market mix for milk is discussed by explaining each mix element, namely, product, distribution, promotion and price. Distribution involves the delivery of the perishable product to outlets in the shortest space of time after production. Careful and efficient planning of refrigerated warehousing, transport and delivery services all indirectly contribute to the freshness and quality of milk. Promotion is one of the most important elements that can be used to change consumer perceptions of milk. It is necessary to select the correct message for the specific target group when advertising. Product benefits like milk’s purity, or naturalness, should be focused on rather than its creaminess and richness. Price constitutes the fourth element of the marketing mix. Price in the narrowest sense, is the amount of money charged for milk. The milk industry is intensely price sensitive which often results in price wars among competitors. Most consumers purchase the cheapest brand of milk indicating little brand loyalty, especially among top-end consumers.
- Full Text:
- Date Issued: 1999