Executing a process enhancement intervention on the processing lines at Seavuna Fishing Company
- Authors: Abdullah, Philip Rodger
- Date: 2017
- Subjects: Organizational effectiveness -- South Africa , Small business -- South Africa Workflow -- South Africa -- Management Business planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/13592 , vital:27255
- Description: The fresh hake processing lines at Seavuna fishing company in Mossel Bay are not consistently achieving their volume output standards and this is resulting in higher processing costs and loss of processing opportunities. The company’s senior management are concerned about this trend and require a complete review of the effectiveness of the resources deployed on the lines. This with the view of establishing the causes of poor process volume output. In order to resolve the process inefficiency challenges mentioned, this study used both empirical and time studies to investigate the effectiveness of the company’s resources directly deployed in the processing unit. The study focused on investigating the human factor, machinery and equipment, the environment and the current efficiency standards. Relevant literature in the field of process efficiency improvement was consulted to assist in identifying factors that are known to cause process inefficiencies, and also to establish which improvement techniques would be relevant in correcting the situation. From the Literature reviewed, it was evident that a ‘one size fits all’ solution to resolving inefficiencies is almost non-existent and that a solution that is relevant to the problem is more effective. In addition, a benchmarking exercise was also done to establish how Seavuna’s current volume output standards fair against its major rivals. Once data from both studies were collected, the results were analysed using the some of the basic quality tools. Thereafter, lean manufacturing principles were used to attempt to resolve the current efficiency challenges. The study recommended that the company construct a business strategy and a corresponding organisational culture to direct its continuous improvement interventions. The use of strategic quality planning would go a long way in assisting the company to execute some of the interventions recommended.
- Full Text:
- Date Issued: 2017
- Authors: Abdullah, Philip Rodger
- Date: 2017
- Subjects: Organizational effectiveness -- South Africa , Small business -- South Africa Workflow -- South Africa -- Management Business planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/13592 , vital:27255
- Description: The fresh hake processing lines at Seavuna fishing company in Mossel Bay are not consistently achieving their volume output standards and this is resulting in higher processing costs and loss of processing opportunities. The company’s senior management are concerned about this trend and require a complete review of the effectiveness of the resources deployed on the lines. This with the view of establishing the causes of poor process volume output. In order to resolve the process inefficiency challenges mentioned, this study used both empirical and time studies to investigate the effectiveness of the company’s resources directly deployed in the processing unit. The study focused on investigating the human factor, machinery and equipment, the environment and the current efficiency standards. Relevant literature in the field of process efficiency improvement was consulted to assist in identifying factors that are known to cause process inefficiencies, and also to establish which improvement techniques would be relevant in correcting the situation. From the Literature reviewed, it was evident that a ‘one size fits all’ solution to resolving inefficiencies is almost non-existent and that a solution that is relevant to the problem is more effective. In addition, a benchmarking exercise was also done to establish how Seavuna’s current volume output standards fair against its major rivals. Once data from both studies were collected, the results were analysed using the some of the basic quality tools. Thereafter, lean manufacturing principles were used to attempt to resolve the current efficiency challenges. The study recommended that the company construct a business strategy and a corresponding organisational culture to direct its continuous improvement interventions. The use of strategic quality planning would go a long way in assisting the company to execute some of the interventions recommended.
- Full Text:
- Date Issued: 2017
A framework for managing the impact of information communication technology on employee well-being
- Authors: Ackerman, Richard
- Date: 2018
- Subjects: Work environment -- Psychological aspects , Work -- Technological innovations Employees -- Mental health Job stress Flextime
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21449 , vital:29523
- Description: Employees who work with Information Communication Technology (hereafter referred to as ICT) face a risk in a rise of portable work. This in turn provides a means for employees to be connected to work, even when at home. Flexible work solutions and ability to work any hour of the week creates non-standard work schedules, which in turn can lead to a condition of work-a-holism. In most cases, this phenomena is driven by the belief that being constantly available to work demonstrates a devotion to one’s career and employer. The higher demands placed on employees, are in most cases at the expense of employees’ health, work-life balance and overall well-being. The primary objective of this study is therefore to establish whether the use of ICT outside of normal working hours affects employee well-being, as measured in terms of work-life balance. The second objective of this study is to provide the Target Company within the automotive component supply industry located in Port Elizabeth, in the Republic of South Africa, with a framework for managing the impact of ICT on employee well-being. The research paper has been prompted by the Target Company having recently introduced flexible working solutions for its employees. Research on the topic of alternative forms of work schedules, has shown flexible working arrangements gives employees more choice and control over where, when and by how much they work. Flexibility allows employees to actively shape their working conditions which helps them solve the demands of integrating personal life and work commitments. Whether management should encourage or permit the use of ICT amongst its employees to extend beyond normal working hours however remains unclear. In order to answer the research questions, this study has applied a quantitative, positivistic and deductive research based methodology. The approach applied within this study included conducting an extensive literature review on the effects of ICT use after hours on employee well-being. Thereafter using literature as a foundation, a measuring instrument was constructed in the form of an online questionnaire. The questionnaire was emailed to respondents to collect primary data, in order to measure the dependent and independent variables in terms of the hypothesised relationships. Testing of the variables followed, in order to establish whether the use of ICT use after hours negatively impacts employee well-being as measured in terms of work-life balance and stress. Secondly, the study set out to establish whether flexible working conditions linked to ICT use after hours negatively impacts on employee work-life balance. Thirdly, the relationship between physiological aspects such as age, gender and ethnicity were interrogated to establish an employees’ ability to adapt to changing work conditions, brought about as a direct result of ICT. Lastly, this study set out to establish which ICT tool (email, cellular phone, smartphone or other) has the highest impact on employee wellness. The data collection process yielded a sample of 103 respondents in middle and senior management levels of the Target Company, with 97% being recipients of employer provided ICT tools. These respondents represented the employees who are most likely to be affected by the phenomena under investigation. The survey data was captured and analysed using descriptive statistical techniques. The interpretation revealed aspects which formed the basis for managerial recommendations in the form of a proposed framework to manage the impact of ICT on employee well-being. The findings of the study found that the use of ICT outside of normal working hours has a negative influence on employee well-being as measured in terms of work-life balance and stress. The literature review findings were confirmed as supporting the statement that flexible working conditions linked to ICT use after hours having a positive influence on employee work-life balance. A further finding of the study was the confirmation of physiological aspects affects an employees’ ability to adapt to changing working conditions, thereby having a negative influence on employee work-life balance. Lastly, to the question of which ICT tool has the biggest impact on well-being, it was found that differing ICT tools (email, cellular, smartphone, or other) do not have a negative influence on employee wellness. These findings formed the basis for the recommendations in the form of a framework which has been proposed to manage the impact of ICT on employee well-being. The most pertinent aspect of the framework includes the employer communicating a well-defined ICT usage policy, which clearly outlines a standard operating procedure in relation to ICT use to all its employees. The findings furthermore propose that the employer should take the time to explain and train its employees as to what is considered acceptable and non-acceptable use of ICT devices, especially in relation to after hour use and leave absences from work. To ensure employee well-being, employees should be encouraged to implement defined time blocks for when they are available for work and when they are not. This can be applied through the act of switching off their ICT devices, which constitutes a boundary work tactic as an action in order to prevent work-related interruptions in the private sphere. While the employer can take described measures, it should also be noted that there is responsibility on the part of the employee to ensure personal wellness, including regular exercise, relaxation, and taking appropriate breaks when necessary. Moreover, employees can apply work and life boundary management techniques through the selective use of devices. By not applying automatic work email updates on ICT devices such as smart phones is yet another boundary management technique which can be utilised by employees. There are a range of practical suggestions which are proposed as a method to minimize the risk of ICT use on employee well-being within this research document. The above proposals have only served to highlight a select few aspects. While it is acknowledged that there are important advantages associated with the development and use of ICT, it is equally important to allow employees to recharge their batteries in the form of appropriate downtime to regain perspective, thus allowing the organisation to maintain its competitive advantage, with the well-being of its employees taken to heart.
- Full Text:
- Date Issued: 2018
- Authors: Ackerman, Richard
- Date: 2018
- Subjects: Work environment -- Psychological aspects , Work -- Technological innovations Employees -- Mental health Job stress Flextime
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21449 , vital:29523
- Description: Employees who work with Information Communication Technology (hereafter referred to as ICT) face a risk in a rise of portable work. This in turn provides a means for employees to be connected to work, even when at home. Flexible work solutions and ability to work any hour of the week creates non-standard work schedules, which in turn can lead to a condition of work-a-holism. In most cases, this phenomena is driven by the belief that being constantly available to work demonstrates a devotion to one’s career and employer. The higher demands placed on employees, are in most cases at the expense of employees’ health, work-life balance and overall well-being. The primary objective of this study is therefore to establish whether the use of ICT outside of normal working hours affects employee well-being, as measured in terms of work-life balance. The second objective of this study is to provide the Target Company within the automotive component supply industry located in Port Elizabeth, in the Republic of South Africa, with a framework for managing the impact of ICT on employee well-being. The research paper has been prompted by the Target Company having recently introduced flexible working solutions for its employees. Research on the topic of alternative forms of work schedules, has shown flexible working arrangements gives employees more choice and control over where, when and by how much they work. Flexibility allows employees to actively shape their working conditions which helps them solve the demands of integrating personal life and work commitments. Whether management should encourage or permit the use of ICT amongst its employees to extend beyond normal working hours however remains unclear. In order to answer the research questions, this study has applied a quantitative, positivistic and deductive research based methodology. The approach applied within this study included conducting an extensive literature review on the effects of ICT use after hours on employee well-being. Thereafter using literature as a foundation, a measuring instrument was constructed in the form of an online questionnaire. The questionnaire was emailed to respondents to collect primary data, in order to measure the dependent and independent variables in terms of the hypothesised relationships. Testing of the variables followed, in order to establish whether the use of ICT use after hours negatively impacts employee well-being as measured in terms of work-life balance and stress. Secondly, the study set out to establish whether flexible working conditions linked to ICT use after hours negatively impacts on employee work-life balance. Thirdly, the relationship between physiological aspects such as age, gender and ethnicity were interrogated to establish an employees’ ability to adapt to changing work conditions, brought about as a direct result of ICT. Lastly, this study set out to establish which ICT tool (email, cellular phone, smartphone or other) has the highest impact on employee wellness. The data collection process yielded a sample of 103 respondents in middle and senior management levels of the Target Company, with 97% being recipients of employer provided ICT tools. These respondents represented the employees who are most likely to be affected by the phenomena under investigation. The survey data was captured and analysed using descriptive statistical techniques. The interpretation revealed aspects which formed the basis for managerial recommendations in the form of a proposed framework to manage the impact of ICT on employee well-being. The findings of the study found that the use of ICT outside of normal working hours has a negative influence on employee well-being as measured in terms of work-life balance and stress. The literature review findings were confirmed as supporting the statement that flexible working conditions linked to ICT use after hours having a positive influence on employee work-life balance. A further finding of the study was the confirmation of physiological aspects affects an employees’ ability to adapt to changing working conditions, thereby having a negative influence on employee work-life balance. Lastly, to the question of which ICT tool has the biggest impact on well-being, it was found that differing ICT tools (email, cellular, smartphone, or other) do not have a negative influence on employee wellness. These findings formed the basis for the recommendations in the form of a framework which has been proposed to manage the impact of ICT on employee well-being. The most pertinent aspect of the framework includes the employer communicating a well-defined ICT usage policy, which clearly outlines a standard operating procedure in relation to ICT use to all its employees. The findings furthermore propose that the employer should take the time to explain and train its employees as to what is considered acceptable and non-acceptable use of ICT devices, especially in relation to after hour use and leave absences from work. To ensure employee well-being, employees should be encouraged to implement defined time blocks for when they are available for work and when they are not. This can be applied through the act of switching off their ICT devices, which constitutes a boundary work tactic as an action in order to prevent work-related interruptions in the private sphere. While the employer can take described measures, it should also be noted that there is responsibility on the part of the employee to ensure personal wellness, including regular exercise, relaxation, and taking appropriate breaks when necessary. Moreover, employees can apply work and life boundary management techniques through the selective use of devices. By not applying automatic work email updates on ICT devices such as smart phones is yet another boundary management technique which can be utilised by employees. There are a range of practical suggestions which are proposed as a method to minimize the risk of ICT use on employee well-being within this research document. The above proposals have only served to highlight a select few aspects. While it is acknowledged that there are important advantages associated with the development and use of ICT, it is equally important to allow employees to recharge their batteries in the form of appropriate downtime to regain perspective, thus allowing the organisation to maintain its competitive advantage, with the well-being of its employees taken to heart.
- Full Text:
- Date Issued: 2018
The cultural determinants of success in Indian owned family businesses
- Authors: Adams, Leigh Christie
- Date: 2009
- Subjects: Family-owned business enterprises -- Management , Indian business enterprises , Small business -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8543 , http://hdl.handle.net/10948/1258 , Family-owned business enterprises -- Management , Indian business enterprises , Small business -- Management
- Description: Family owned businesses play a vital role in the economy of a country, therefore their sustainability and succession is a topic that requires adequate research and analysis. This is required to determine the impact and contribution at a socioeconomic level and future development of the family owned business. Within the Nelson Mandela Metropolitan area previous research has been conducted analysing the above with regard to Greek family businesses. There is a little evidence to suggest similar studies have been conducted on Indian owned family businesses, specifically businesses operating at a third generation level. This research will therefore analyse Indian owned family businesses that are at a minimum level of third generation within the Nelson Mandela Metropolitan area. The purpose is to investigate whether there is any specific cultural attributes of the Indian culture which have contributed to their success.
- Full Text:
- Date Issued: 2009
- Authors: Adams, Leigh Christie
- Date: 2009
- Subjects: Family-owned business enterprises -- Management , Indian business enterprises , Small business -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8543 , http://hdl.handle.net/10948/1258 , Family-owned business enterprises -- Management , Indian business enterprises , Small business -- Management
- Description: Family owned businesses play a vital role in the economy of a country, therefore their sustainability and succession is a topic that requires adequate research and analysis. This is required to determine the impact and contribution at a socioeconomic level and future development of the family owned business. Within the Nelson Mandela Metropolitan area previous research has been conducted analysing the above with regard to Greek family businesses. There is a little evidence to suggest similar studies have been conducted on Indian owned family businesses, specifically businesses operating at a third generation level. This research will therefore analyse Indian owned family businesses that are at a minimum level of third generation within the Nelson Mandela Metropolitan area. The purpose is to investigate whether there is any specific cultural attributes of the Indian culture which have contributed to their success.
- Full Text:
- Date Issued: 2009
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
The use of mobile commerce to improve the services of life insurance post sale activities
- Authors: Afrifa, Rexford
- Date: 2008
- Subjects: Mobile commerce -- South Africa , Mobile computing -- South Africa , Mobile communication systems -- South Africa , Personal communication service systems -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8718 , http://hdl.handle.net/10948/913 , Mobile commerce -- South Africa , Mobile computing -- South Africa , Mobile communication systems -- South Africa , Personal communication service systems -- South Africa
- Description: Mobile commerce, due to its inherent characteristics of mobility and reachability in enhancing personalized services provides an excellent means for life insurers to exploit such avenue in their service offerings. The objective of this study was to determine whether mobile commerce can be used to improve the services of life insurance post-sale activities. This objective was achieved with the relevant literature and empirical study. To accomplish the objective of this treatise, a triangulated research approach was selected and a multiple-case study consisting of four cases was conducted. The four cases selected comprised of leading insurers with large market share in the life insurance market in South-Africa. The primary data were collected through questionnaire and face-to-face interviews with selected respondents. The main finding shows that the respondents had a positive view about mobile commerce and its application in their companies. This was demonstrated by 80 percent of respondents who agreed that mobile commerce was more of an opportunity rather than a challenge or even a threat for the life insurance market. The results also indicate that customer relationship management, mobile messaging services and field service automation functions were used by all the insurers; although minor discrepancies were observed due to the efficiency of each firms IT infrastructure. The Internet was found to assist in the collection of more precise data, to increase service performing abilities. Some of the major obstacles that were found to hinder the deployment of mobile commerce in the industry were security concerns, low and infrequent internet usage and performance by supporting industries. Cumbersome and inefficient legacy systems were declared as the greatest technological weakness particularly by respondents from case 1 and 2. Conversely, hardware and network infrastructure, lack of software packages, lack of technical expertise and the fear of disintermediation was rated low in hindering the deployment of mobile commerce. However, according to the findings the key benefits derived from engaging in increased mobile commerce activities include enhancing customer contact and service, more transparency and speed of claims management, increasing client retention and policy extension rates hence increasing overall company profit.
- Full Text:
- Date Issued: 2008
- Authors: Afrifa, Rexford
- Date: 2008
- Subjects: Mobile commerce -- South Africa , Mobile computing -- South Africa , Mobile communication systems -- South Africa , Personal communication service systems -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8718 , http://hdl.handle.net/10948/913 , Mobile commerce -- South Africa , Mobile computing -- South Africa , Mobile communication systems -- South Africa , Personal communication service systems -- South Africa
- Description: Mobile commerce, due to its inherent characteristics of mobility and reachability in enhancing personalized services provides an excellent means for life insurers to exploit such avenue in their service offerings. The objective of this study was to determine whether mobile commerce can be used to improve the services of life insurance post-sale activities. This objective was achieved with the relevant literature and empirical study. To accomplish the objective of this treatise, a triangulated research approach was selected and a multiple-case study consisting of four cases was conducted. The four cases selected comprised of leading insurers with large market share in the life insurance market in South-Africa. The primary data were collected through questionnaire and face-to-face interviews with selected respondents. The main finding shows that the respondents had a positive view about mobile commerce and its application in their companies. This was demonstrated by 80 percent of respondents who agreed that mobile commerce was more of an opportunity rather than a challenge or even a threat for the life insurance market. The results also indicate that customer relationship management, mobile messaging services and field service automation functions were used by all the insurers; although minor discrepancies were observed due to the efficiency of each firms IT infrastructure. The Internet was found to assist in the collection of more precise data, to increase service performing abilities. Some of the major obstacles that were found to hinder the deployment of mobile commerce in the industry were security concerns, low and infrequent internet usage and performance by supporting industries. Cumbersome and inefficient legacy systems were declared as the greatest technological weakness particularly by respondents from case 1 and 2. Conversely, hardware and network infrastructure, lack of software packages, lack of technical expertise and the fear of disintermediation was rated low in hindering the deployment of mobile commerce. However, according to the findings the key benefits derived from engaging in increased mobile commerce activities include enhancing customer contact and service, more transparency and speed of claims management, increasing client retention and policy extension rates hence increasing overall company profit.
- Full Text:
- Date Issued: 2008
Barriers to public participation in developmental projects : a Nigerian community perspective (case study of the Gbaran-Ubie oil and gas project)
- Authors: Akoh, Emmanuel Inalegwu
- Date: 2013
- Subjects: Gbaran-Ubie oil and gas project -- Public opinion Community development -- Nigeria Economic development -- Nigeria -- Environmental aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:715 , http://hdl.handle.net/10962/d1001869
- Description: This research paper is broken up into three sections, namely an evaluation report, a literature review and research methodology. The evaluation report section is the assessment of the current state of change readiness within the Eskom Contact Centre’s based upon what the literature on change readiness prescribes. The timing of the change readiness assessment is just prior to significant organisational change. The organisational change that was about to be initiated by the organisation was initiated from the boardroom of the most senior echelons of the organisation, and was directed in a top down approach, being a strategic organisational change. The change is deemed to be critical to the organisation being able to meet its long term strategic and sustainability objectives. A critical examination of the literature explored the meaning of change readiness, the importance of it and explained the consequences for organisations that commit to transformational agendas without being ready. Key concepts such as such resistance to change and organisational inertia are described and differentiated from change readiness. The ADKAR change model and its change readiness assessment instrument were used due to the organisations preference for the model. The ADKAR model formed the framework for the analyses of the data, the discussion of the results and the recommendations to the organisation. The research conducted was quantitative in nature; a questionnaire was distributed to the employees of the seven Eskom Contact centre sites around the country through an email. A slightly modified version of the ADKAR change readiness questionnaire was sent via email with an on-line questionnaire link on it; and questions on individual readiness for change were used to assess the level of readiness of the employees. Most of the descriptive and inferential statistics were analysed with the use of Excel (version, 2010), with Factor Analysis being done in Statistica. The results of the research showed that: [iii] - The factors as proposed by the ADKAR change readiness assessment questionnaire (i.e. Awareness, Desire, Knowledge, Ability and Reinforcement) are not different enough to be considered as independent factors for this data set. Based on factor analysis, the factors were subsequently amended from five to three, namely Readiness, Opportunity Realisation and Uncertainty. - The Contact Centre employees were somewhat ready for change. - The Contact Centres needed to focus on all amended ADKAR factors in order to improve the readiness of the department. - The readiness levels in response to the roll out were more or less uniform. The study shows that given Eskom’s preference for the ADKAR model, future research within Eskom should therefore be conducted more circumspectly with respect to ascertaining the validity of the ADKAR factors. The study also makes mention that future work and/or research will need to be conducted, specifically on the readiness of the organisation itself, in order to improve the probability of transformational success. The ADKAR assessment is a people focused assessment and therefore focuses only on the readiness of the individual. Factors such as the adequacy of the current state of resources within the organisation, which incorporate aspects such as infrastructure, technology and staffing, will also need to be assessed to make a more holistic statement of change readiness. A concise review of the literature is incorporated into the Evaluation Report of Section 1 to underpin the study. In Section 2 a more extensive review of the literature is presented. Similarly, the design of the research is discussed in more detail in Section 3 to both describe and justify the appropriateness of the research methodology, and to give a detailed account of the way in which the research was carried out.
- Full Text:
- Date Issued: 2013
- Authors: Akoh, Emmanuel Inalegwu
- Date: 2013
- Subjects: Gbaran-Ubie oil and gas project -- Public opinion Community development -- Nigeria Economic development -- Nigeria -- Environmental aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:715 , http://hdl.handle.net/10962/d1001869
- Description: This research paper is broken up into three sections, namely an evaluation report, a literature review and research methodology. The evaluation report section is the assessment of the current state of change readiness within the Eskom Contact Centre’s based upon what the literature on change readiness prescribes. The timing of the change readiness assessment is just prior to significant organisational change. The organisational change that was about to be initiated by the organisation was initiated from the boardroom of the most senior echelons of the organisation, and was directed in a top down approach, being a strategic organisational change. The change is deemed to be critical to the organisation being able to meet its long term strategic and sustainability objectives. A critical examination of the literature explored the meaning of change readiness, the importance of it and explained the consequences for organisations that commit to transformational agendas without being ready. Key concepts such as such resistance to change and organisational inertia are described and differentiated from change readiness. The ADKAR change model and its change readiness assessment instrument were used due to the organisations preference for the model. The ADKAR model formed the framework for the analyses of the data, the discussion of the results and the recommendations to the organisation. The research conducted was quantitative in nature; a questionnaire was distributed to the employees of the seven Eskom Contact centre sites around the country through an email. A slightly modified version of the ADKAR change readiness questionnaire was sent via email with an on-line questionnaire link on it; and questions on individual readiness for change were used to assess the level of readiness of the employees. Most of the descriptive and inferential statistics were analysed with the use of Excel (version, 2010), with Factor Analysis being done in Statistica. The results of the research showed that: [iii] - The factors as proposed by the ADKAR change readiness assessment questionnaire (i.e. Awareness, Desire, Knowledge, Ability and Reinforcement) are not different enough to be considered as independent factors for this data set. Based on factor analysis, the factors were subsequently amended from five to three, namely Readiness, Opportunity Realisation and Uncertainty. - The Contact Centre employees were somewhat ready for change. - The Contact Centres needed to focus on all amended ADKAR factors in order to improve the readiness of the department. - The readiness levels in response to the roll out were more or less uniform. The study shows that given Eskom’s preference for the ADKAR model, future research within Eskom should therefore be conducted more circumspectly with respect to ascertaining the validity of the ADKAR factors. The study also makes mention that future work and/or research will need to be conducted, specifically on the readiness of the organisation itself, in order to improve the probability of transformational success. The ADKAR assessment is a people focused assessment and therefore focuses only on the readiness of the individual. Factors such as the adequacy of the current state of resources within the organisation, which incorporate aspects such as infrastructure, technology and staffing, will also need to be assessed to make a more holistic statement of change readiness. A concise review of the literature is incorporated into the Evaluation Report of Section 1 to underpin the study. In Section 2 a more extensive review of the literature is presented. Similarly, the design of the research is discussed in more detail in Section 3 to both describe and justify the appropriateness of the research methodology, and to give a detailed account of the way in which the research was carried out.
- Full Text:
- Date Issued: 2013
The morale and motivation of government employees in a science environment
- Authors: Alberts, Lauren Erna
- Date: 2017
- Subjects: Employee morale -- South Africa -- Cape Town Employee motivation -- South Africa -- Cape Town , Civil service -- Personnel management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/46262 , vital:39541
- Description: This study investigated the problem of low morale and motivation of government employees in a scientific environment. There is not a significant amount of research about morale and motivation of government or public sector employees, specifically in the scientific environment. The emphasis of this study was to establish those factors contributing to the causes of low morale in government employees through identifying motivational factors that impact their morale. This quantitative study of a sample of 74 respondents develops a framework to foster morale and motivation in government employees working at the Forensic Science Laboratory in Cape Town, South Africa. Extrinsic motivational factors (working environment, salary and job security) and intrinsic motivational factors (recognition, responsibility and training) were measured against morale. In identifying the key areas relating to those of the motivation factors and morale in government employees, the issue can be addressed and measures implemented to meet the needs of these employees. The findings demonstrated evidence of the presence of a significant relationship between morale and the extrinsic motivational factor, job security, as well as the intrinsic motivation factors of recognition, responsibility and training.
- Full Text:
- Date Issued: 2017
- Authors: Alberts, Lauren Erna
- Date: 2017
- Subjects: Employee morale -- South Africa -- Cape Town Employee motivation -- South Africa -- Cape Town , Civil service -- Personnel management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/46262 , vital:39541
- Description: This study investigated the problem of low morale and motivation of government employees in a scientific environment. There is not a significant amount of research about morale and motivation of government or public sector employees, specifically in the scientific environment. The emphasis of this study was to establish those factors contributing to the causes of low morale in government employees through identifying motivational factors that impact their morale. This quantitative study of a sample of 74 respondents develops a framework to foster morale and motivation in government employees working at the Forensic Science Laboratory in Cape Town, South Africa. Extrinsic motivational factors (working environment, salary and job security) and intrinsic motivational factors (recognition, responsibility and training) were measured against morale. In identifying the key areas relating to those of the motivation factors and morale in government employees, the issue can be addressed and measures implemented to meet the needs of these employees. The findings demonstrated evidence of the presence of a significant relationship between morale and the extrinsic motivational factor, job security, as well as the intrinsic motivation factors of recognition, responsibility and training.
- Full Text:
- Date Issued: 2017
Evaluating service quality at George Municipality : a complaints management systems approach
- Authors: Alcock, Sandra
- Date: 2008
- Subjects: Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8717 , http://hdl.handle.net/10948/917 , Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Description: The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its role in service quality, however, the focus has been on organisations in the private sector. The research undertaken in this paper aimed to investigate the role of complaints management systems (CMS) to evaluate service quality. The focus of this research was on local government with special attention on George Municipality. A literature review was done to establish the importance of service quality for local government as well as to investigate the link between an effective complaints management system and improvement in service quality. Furthermore, it was necessary to investigate the characteristics, design and implementation of an effective complaints management system. A questionnaire was developed in order to obtain primary data from a selected sample group. The data obtained from the questionnaire was statistically analysed and interpreted. The core findings from the analysed questionnaire indicated the following: service quality is relevant in local government; there is no clear method to measure service quality; no formal and structured complaints management system exist, and the implementation of an effective complaints management system will both improve service delivery and provide benefits to all involved. iv This study recommends that: service quality standards and measurement be of strategic importance to local government; customers should be consulted and involved when determining the service quality standards and measurement, and an organised and structured complaints management system that seeks to address all complaints in order to improve the level of service quality to customers be developed. Finally, the success of the CMS will depend on management’s commitment to change on a continuous basis as well as the degree to which management proactively resolves customer complaint through the involvement of the customer.
- Full Text:
- Date Issued: 2008
- Authors: Alcock, Sandra
- Date: 2008
- Subjects: Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8717 , http://hdl.handle.net/10948/917 , Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Description: The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its role in service quality, however, the focus has been on organisations in the private sector. The research undertaken in this paper aimed to investigate the role of complaints management systems (CMS) to evaluate service quality. The focus of this research was on local government with special attention on George Municipality. A literature review was done to establish the importance of service quality for local government as well as to investigate the link between an effective complaints management system and improvement in service quality. Furthermore, it was necessary to investigate the characteristics, design and implementation of an effective complaints management system. A questionnaire was developed in order to obtain primary data from a selected sample group. The data obtained from the questionnaire was statistically analysed and interpreted. The core findings from the analysed questionnaire indicated the following: service quality is relevant in local government; there is no clear method to measure service quality; no formal and structured complaints management system exist, and the implementation of an effective complaints management system will both improve service delivery and provide benefits to all involved. iv This study recommends that: service quality standards and measurement be of strategic importance to local government; customers should be consulted and involved when determining the service quality standards and measurement, and an organised and structured complaints management system that seeks to address all complaints in order to improve the level of service quality to customers be developed. Finally, the success of the CMS will depend on management’s commitment to change on a continuous basis as well as the degree to which management proactively resolves customer complaint through the involvement of the customer.
- Full Text:
- Date Issued: 2008
Assessing intrapreneurship in a pharmaceutical manufacturing firm in the Eastern Cape
- Authors: Allen, Kevin Ian
- Date: 2014
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8828 , http://hdl.handle.net/10948/d1019758
- Description: Continuous innovation in terms of products, processes, administration and structures is needed to compete effectively in the global markets of the 21st century. This continuous innovation within an existing firm can be described in terms of intrapreneurship. The extent to which intrapreneurship is practiced within a Pharmaceutical firm (Firm A) within the Eastern Cape is the main question addressed in the research conducted. The research conducted involved the collection of two data sets. The first set looked at the perceived intrapreneurial characteristics of employees and their superiors. The second data set involved an assessment of 13 constructs (Strong customer orientation; Entrepreneurial leadership; Resource availability and accessibility; Innovation and creativity / new ideas encouraged; Empowered teams / multi-disciplined teamwork and diversity; Tolerance for risk, mistakes and failure; Sponsors (champions); Discretionary time and work; Appropriate rewards and reinforcement; Flat organisational structure with open communication and strong sense of belonging; Vision and strategic intent; Continuous- and cross-functional learning; Management support) measuring the intrapreneurial climate within the firm. Research took place within Firm A via a survey questionnaire that measured intrapreneurial characteristics using a 20 question self and superior assessment. The intrapreneurial climate survey consisted of 68 statements, which were assessed using a likert scale. A census was used given that the firm size was 450 employees. Results for the intrapreneurial climate gave Cronbach alpha values of greater than 0.6 for all of the constructs thus proving reliability of the data. With regard to the intrapreneurial characteristics results indicated that superiors were perceived to have weak characteristics as opposed to self-assessments which indicated strong characteristics. Three intrapreneurial climate constructs (Tolerance for risk, mistakes and failure; Appropriate rewards and reinforcement and Flat organisational structure) had mean results between 1.5 and 2.5 indicating respondents are not satisfied and attention needs to be given to improvement initiatives. The remaining ten constructs had mean scores between 2.5 and 3.5 indicating that respondents are neutral to the statement, indicating that improvement is recommended. Inferential statistics did not find significant differences in all constructs for any of the demographic variables tested. From the research it was concluded that the level of intrapreneurship within firm A is poor and recommendations are given. Further research within the firm is recommended.
- Full Text:
- Date Issued: 2014
- Authors: Allen, Kevin Ian
- Date: 2014
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8828 , http://hdl.handle.net/10948/d1019758
- Description: Continuous innovation in terms of products, processes, administration and structures is needed to compete effectively in the global markets of the 21st century. This continuous innovation within an existing firm can be described in terms of intrapreneurship. The extent to which intrapreneurship is practiced within a Pharmaceutical firm (Firm A) within the Eastern Cape is the main question addressed in the research conducted. The research conducted involved the collection of two data sets. The first set looked at the perceived intrapreneurial characteristics of employees and their superiors. The second data set involved an assessment of 13 constructs (Strong customer orientation; Entrepreneurial leadership; Resource availability and accessibility; Innovation and creativity / new ideas encouraged; Empowered teams / multi-disciplined teamwork and diversity; Tolerance for risk, mistakes and failure; Sponsors (champions); Discretionary time and work; Appropriate rewards and reinforcement; Flat organisational structure with open communication and strong sense of belonging; Vision and strategic intent; Continuous- and cross-functional learning; Management support) measuring the intrapreneurial climate within the firm. Research took place within Firm A via a survey questionnaire that measured intrapreneurial characteristics using a 20 question self and superior assessment. The intrapreneurial climate survey consisted of 68 statements, which were assessed using a likert scale. A census was used given that the firm size was 450 employees. Results for the intrapreneurial climate gave Cronbach alpha values of greater than 0.6 for all of the constructs thus proving reliability of the data. With regard to the intrapreneurial characteristics results indicated that superiors were perceived to have weak characteristics as opposed to self-assessments which indicated strong characteristics. Three intrapreneurial climate constructs (Tolerance for risk, mistakes and failure; Appropriate rewards and reinforcement and Flat organisational structure) had mean results between 1.5 and 2.5 indicating respondents are not satisfied and attention needs to be given to improvement initiatives. The remaining ten constructs had mean scores between 2.5 and 3.5 indicating that respondents are neutral to the statement, indicating that improvement is recommended. Inferential statistics did not find significant differences in all constructs for any of the demographic variables tested. From the research it was concluded that the level of intrapreneurship within firm A is poor and recommendations are given. Further research within the firm is recommended.
- Full Text:
- Date Issued: 2014
The development of a project management body of knowledge model for Vodacom in the eastern region of RSA
- Authors: Alley, Andre
- Date: 2020
- Subjects: Cell phone services industry -- South Africa , Project management Knowledge management Organizational learning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/50338 , vital:42110
- Description: The purpose of this research was the development of a project management body of knowledge model for Vodacom in the Eastern Region of the Republic of South Africa (RSA). As a result of a recent increase of complaints regarding projects delivered by Vodacom Eastern Region. The research started with a structured literature review, followed by a qualitative case study research design using embedded units of analysis, providing useful insights in sustainable project management in Vodacom Easter Region, RSA. The outcome of the research was in the form of a sustainable project management body of knowledge model for Vodacom in the Eastern Region of RSA, which highlighted five focus areas, namely; team structure, project organisational structure, stakeholder management, attributes of team members, communication and information technology enablers. The study concluded with practical recommendations for a relevant and sustainable project management model under the five focus areas.
- Full Text:
- Date Issued: 2020
- Authors: Alley, Andre
- Date: 2020
- Subjects: Cell phone services industry -- South Africa , Project management Knowledge management Organizational learning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/50338 , vital:42110
- Description: The purpose of this research was the development of a project management body of knowledge model for Vodacom in the Eastern Region of the Republic of South Africa (RSA). As a result of a recent increase of complaints regarding projects delivered by Vodacom Eastern Region. The research started with a structured literature review, followed by a qualitative case study research design using embedded units of analysis, providing useful insights in sustainable project management in Vodacom Easter Region, RSA. The outcome of the research was in the form of a sustainable project management body of knowledge model for Vodacom in the Eastern Region of RSA, which highlighted five focus areas, namely; team structure, project organisational structure, stakeholder management, attributes of team members, communication and information technology enablers. The study concluded with practical recommendations for a relevant and sustainable project management model under the five focus areas.
- Full Text:
- Date Issued: 2020
An assessment of the viability of establishing a hyperbaric oxygen therapy facility in the Nelson Mandela Metropolitan Municipality area
- Authors: Allie, Dean Gerard
- Date: 2005
- Subjects: Hyperbaric oxygenation -- South Africa -- Nelson Mandela Metropole , Hyperbaric oxygenation -- Practice
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9262 , http://hdl.handle.net/10948/151 , Hyperbaric oxygenation -- South Africa -- Nelson Mandela Metropole , Hyperbaric oxygenation -- Practice
- Description: At present, the Eastern Cape is the only province in South Africa lacking a clinical hospital-based hyperbaric facility. East Cape Hyperbaric, to be situated at Greenacres Hospital in the Nelson Mandela Metropolitan, will offer the Eastern Cape community access to a world-class facility that will offer their patients Hyperbaric Oxygen Therapy and a Wound-Healing Facility. The objective of this study was to assess the viability of establishing a Hyperbaric Oxygen Therapy (HBOT) facility for the Nelson Mandela Metropolitan Municipality (NMMM), using sound business planning principles. A business plan precisely defines the business, identifies the goals, and serves as the firm's resume. A business plan will assist in allocating resources effectively, handle unforeseen complications, and assist in making sound business decisions. Because it provides specific and organized information about the company and how the company will repay borrowed money, a good business plan is a crucial part of business planning. In order to quantify the demand for a Hyperbaric Oxygen Therapy facility, a questionnaire was designed, in such a manner as to identify the current demand for a HBOT facility. The questionnaires were distributed to all medical practitioners within the NMMM by means of fax, e-mail and hand-delivery. Research conducted indicates that the results are promising enough to warrant the expedient creation of this business facility.
- Full Text:
- Date Issued: 2005
- Authors: Allie, Dean Gerard
- Date: 2005
- Subjects: Hyperbaric oxygenation -- South Africa -- Nelson Mandela Metropole , Hyperbaric oxygenation -- Practice
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9262 , http://hdl.handle.net/10948/151 , Hyperbaric oxygenation -- South Africa -- Nelson Mandela Metropole , Hyperbaric oxygenation -- Practice
- Description: At present, the Eastern Cape is the only province in South Africa lacking a clinical hospital-based hyperbaric facility. East Cape Hyperbaric, to be situated at Greenacres Hospital in the Nelson Mandela Metropolitan, will offer the Eastern Cape community access to a world-class facility that will offer their patients Hyperbaric Oxygen Therapy and a Wound-Healing Facility. The objective of this study was to assess the viability of establishing a Hyperbaric Oxygen Therapy (HBOT) facility for the Nelson Mandela Metropolitan Municipality (NMMM), using sound business planning principles. A business plan precisely defines the business, identifies the goals, and serves as the firm's resume. A business plan will assist in allocating resources effectively, handle unforeseen complications, and assist in making sound business decisions. Because it provides specific and organized information about the company and how the company will repay borrowed money, a good business plan is a crucial part of business planning. In order to quantify the demand for a Hyperbaric Oxygen Therapy facility, a questionnaire was designed, in such a manner as to identify the current demand for a HBOT facility. The questionnaires were distributed to all medical practitioners within the NMMM by means of fax, e-mail and hand-delivery. Research conducted indicates that the results are promising enough to warrant the expedient creation of this business facility.
- Full Text:
- Date Issued: 2005
Creating value through customer relationships in the services sector
- Authors: Allie, Hisham
- Date: 2007
- Subjects: Customer services , Value added
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8740 , http://hdl.handle.net/10948/790 , Customer services , Value added
- Description: Many academic studies in the past have focussed on how to create value for businesses in terms of adding profit to the bottom line through performance, and many argue that adding value for the client is also viewed as a profitable business strategy. This strategy translates as a win-win business relationship since long-term relationships ensure customer loyalty, customer retention and repeat business. In the services sector, it is difficult to quantify the worth or value that a particular service has since services are intangible products. The perception of value of such a service is known as “perceived value” since value recognition rests with the consumer who attempts to quantify the worth of that service. It is generally accepted in the services sector that establishing long-term, mutually beneficial, meaningful business relationships add value for the client and helps them to attach a value to the services that company provides. A company cannot establish such relationships without the help of its employees who represents the face of the organisation and implements the value adding strategy on the organisation’s behalf. Recent studies have begun to address this, examining value creation in business relationships in the context of the sale of tangible goods. The process of value creation for customers in services relationships remains underresearched. Perceived value explains why customers choose one particular service over another, why service companies gain competitive advantage by maintaining genuine longterm customer relationships, and why “the personal touch”, created through emotional attributes such as trust, caring and empathy, adds value from customers’ perspective. This dissertation presents a study of perceived value from the perspective of the customer within the context of the delivery of a credence product in a services relationship model. Using grounded theory methodology; following in-depth interviews with consumers of general insurance, a number of customer-value creation dimensions for businesses have been identified. Parallel interviews with members of staff from the supplier company add a further perspective. This research demonstrates how organisations or suppliers in the services industry can add value when delivering a credence product in a services relationship context. It is believed that an understanding of the value-adding dimensions can be implemented to create opportunities to build value for customers, with commensurate benefits for suppliers. Following analysis of the interviews held with each buyer, a total of six value dimensions are identified in the findings chapter. Each dimension is individually described, discussed, and illustrated with quotations from customers and supplier’s staff. Other issues relating to value arising from the interviews are examined in the discussion chapter. Three areas for further research are proposed in the conclusion.
- Full Text:
- Date Issued: 2007
- Authors: Allie, Hisham
- Date: 2007
- Subjects: Customer services , Value added
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8740 , http://hdl.handle.net/10948/790 , Customer services , Value added
- Description: Many academic studies in the past have focussed on how to create value for businesses in terms of adding profit to the bottom line through performance, and many argue that adding value for the client is also viewed as a profitable business strategy. This strategy translates as a win-win business relationship since long-term relationships ensure customer loyalty, customer retention and repeat business. In the services sector, it is difficult to quantify the worth or value that a particular service has since services are intangible products. The perception of value of such a service is known as “perceived value” since value recognition rests with the consumer who attempts to quantify the worth of that service. It is generally accepted in the services sector that establishing long-term, mutually beneficial, meaningful business relationships add value for the client and helps them to attach a value to the services that company provides. A company cannot establish such relationships without the help of its employees who represents the face of the organisation and implements the value adding strategy on the organisation’s behalf. Recent studies have begun to address this, examining value creation in business relationships in the context of the sale of tangible goods. The process of value creation for customers in services relationships remains underresearched. Perceived value explains why customers choose one particular service over another, why service companies gain competitive advantage by maintaining genuine longterm customer relationships, and why “the personal touch”, created through emotional attributes such as trust, caring and empathy, adds value from customers’ perspective. This dissertation presents a study of perceived value from the perspective of the customer within the context of the delivery of a credence product in a services relationship model. Using grounded theory methodology; following in-depth interviews with consumers of general insurance, a number of customer-value creation dimensions for businesses have been identified. Parallel interviews with members of staff from the supplier company add a further perspective. This research demonstrates how organisations or suppliers in the services industry can add value when delivering a credence product in a services relationship context. It is believed that an understanding of the value-adding dimensions can be implemented to create opportunities to build value for customers, with commensurate benefits for suppliers. Following analysis of the interviews held with each buyer, a total of six value dimensions are identified in the findings chapter. Each dimension is individually described, discussed, and illustrated with quotations from customers and supplier’s staff. Other issues relating to value arising from the interviews are examined in the discussion chapter. Three areas for further research are proposed in the conclusion.
- Full Text:
- Date Issued: 2007
An investigation of the intention to leave or stay of health care professionals at St. Andrews Hospital
- Authors: Amanambu, Rochelle Aneeta
- Date: 2014
- Subjects: Medical personnel -- Job satisfaction -- South Africa -- Eastern Cape -- Case studies Medical personnel -- Job stress -- South Africa -- Eastern Cape -- Case studies Hospitals -- South Africa -- Eastern Cape -- Administration Hospitals -- Medical staff -- South Africa -- Eastern Cape Hospitals -- Officials and employees -- South Africa -- Eastern Cape -- Turnover Health services administration -- South Africa -- Eastern Cape Health planning -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:823 , http://hdl.handle.net/10962/d1011091
- Description: Background: The demand for and retention of talent worldwide is aggravated by revolutionary trends that include global competition, demographic changes and technological advances. In South Africa this phenomenon according to Frost (2002) is further challenged by the emigration of skilled people; the relative scarcity of specialist and managerial employees; employment equity and affirmative action procedures. But the development of strategies first requires an understanding of the factors which influence decisions to leave or stay particularly in rural and remote areas. St. Andrews Hospital is a rural district hospital in Ugu District, KZN. Its remoteness from urban areas and the lack of resources contributes towards challenges of attracting and retaining health care professionals to the area. It is the aim of this study to identify the ten most prevalent turnover and retention factors in a rural district hospital with the intention of making recommendations towards strategies to mitigate turnover and improve retention of health care professionals. This study will not only serve the local Human Resource Department but may also be used to inform district and provincial policies as well as departments’ decisions in the design or the review of current retention strategies aimed at reducing turnover. Method: The survey method was used to collect the primary data by distribution of self-administered questionnaires to Health Care Professionals at St. Andrews Hospital. Of the one hundred and fifty questionnaires distributed, one hundred and seven were returned (71% response rate) and formed the basis of the study. Results: Based on the impact scores, the top three turnover factors identified were, the way the organisation is led by top management (0.934); the size of the workload (0.862); and the way problems are dealt with by managers in the organisation (0.817). No statistically significant relationships were found between turnover factors and biographical variable. Availability of quality health services was ranked as the external factor that had the highest influence (78%) on turnover, while geographical location was ranked the lowest. The main reason given by respondents for leaving their previous employment was promotion, followed by distance and personal/family reasons. The top three retention factors identified from the impact scores were the quality of relationships with colleagues (1.698); the amount of support received from managers and colleagues (1.484); and the level of engagement and involvement with the job (1.390). This demonstrates that the salary package often thought to be a first priority factor Mobley, Horner and Hollingsworth (1978); Mobley (1982) and Herzberg (2003) is far less of a determining factor at St. Andrews Hospital than management support, job involvement and person-organisation fit as well as the social relationships formed in the workplace. A positive relationship was found between leadership and job dimension factors at the 1% level of significance. This supports the strong social bond (person-organisation fit) formed in the work environment between management and colleagues that supports retention and increases level of commitment. An important result of the study was that 46% of the respondents were thinking of leaving the town within the year while 29% were considering resigning from St. Andrews Hospital within the year. Conclusion: The results reveal a complex interaction of factors impacting on turnover and retention. The Human Resource Management function has a pivotal role to play in improving its ability to attract and retain professionals through developing comprehensive strategies based on external and internal and environmental factors. The study conveys to the St. Andrews Hospital management that turnover and retention factors are unique to the location and the working environment and differs amongst Health Care Professionals – this should be deliberated on when formulating Hospital Human Resource retention policies.
- Full Text:
- Date Issued: 2014
- Authors: Amanambu, Rochelle Aneeta
- Date: 2014
- Subjects: Medical personnel -- Job satisfaction -- South Africa -- Eastern Cape -- Case studies Medical personnel -- Job stress -- South Africa -- Eastern Cape -- Case studies Hospitals -- South Africa -- Eastern Cape -- Administration Hospitals -- Medical staff -- South Africa -- Eastern Cape Hospitals -- Officials and employees -- South Africa -- Eastern Cape -- Turnover Health services administration -- South Africa -- Eastern Cape Health planning -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:823 , http://hdl.handle.net/10962/d1011091
- Description: Background: The demand for and retention of talent worldwide is aggravated by revolutionary trends that include global competition, demographic changes and technological advances. In South Africa this phenomenon according to Frost (2002) is further challenged by the emigration of skilled people; the relative scarcity of specialist and managerial employees; employment equity and affirmative action procedures. But the development of strategies first requires an understanding of the factors which influence decisions to leave or stay particularly in rural and remote areas. St. Andrews Hospital is a rural district hospital in Ugu District, KZN. Its remoteness from urban areas and the lack of resources contributes towards challenges of attracting and retaining health care professionals to the area. It is the aim of this study to identify the ten most prevalent turnover and retention factors in a rural district hospital with the intention of making recommendations towards strategies to mitigate turnover and improve retention of health care professionals. This study will not only serve the local Human Resource Department but may also be used to inform district and provincial policies as well as departments’ decisions in the design or the review of current retention strategies aimed at reducing turnover. Method: The survey method was used to collect the primary data by distribution of self-administered questionnaires to Health Care Professionals at St. Andrews Hospital. Of the one hundred and fifty questionnaires distributed, one hundred and seven were returned (71% response rate) and formed the basis of the study. Results: Based on the impact scores, the top three turnover factors identified were, the way the organisation is led by top management (0.934); the size of the workload (0.862); and the way problems are dealt with by managers in the organisation (0.817). No statistically significant relationships were found between turnover factors and biographical variable. Availability of quality health services was ranked as the external factor that had the highest influence (78%) on turnover, while geographical location was ranked the lowest. The main reason given by respondents for leaving their previous employment was promotion, followed by distance and personal/family reasons. The top three retention factors identified from the impact scores were the quality of relationships with colleagues (1.698); the amount of support received from managers and colleagues (1.484); and the level of engagement and involvement with the job (1.390). This demonstrates that the salary package often thought to be a first priority factor Mobley, Horner and Hollingsworth (1978); Mobley (1982) and Herzberg (2003) is far less of a determining factor at St. Andrews Hospital than management support, job involvement and person-organisation fit as well as the social relationships formed in the workplace. A positive relationship was found between leadership and job dimension factors at the 1% level of significance. This supports the strong social bond (person-organisation fit) formed in the work environment between management and colleagues that supports retention and increases level of commitment. An important result of the study was that 46% of the respondents were thinking of leaving the town within the year while 29% were considering resigning from St. Andrews Hospital within the year. Conclusion: The results reveal a complex interaction of factors impacting on turnover and retention. The Human Resource Management function has a pivotal role to play in improving its ability to attract and retain professionals through developing comprehensive strategies based on external and internal and environmental factors. The study conveys to the St. Andrews Hospital management that turnover and retention factors are unique to the location and the working environment and differs amongst Health Care Professionals – this should be deliberated on when formulating Hospital Human Resource retention policies.
- Full Text:
- Date Issued: 2014
Attracting and retaining customers in South Adrica's banking sector
- Authors: Anani, Ajibola Plakunle
- Date: 2010
- Subjects: Banks and banking -- Customer services -- South Africa -- Port Elizabeth , Customer relations -- Management , Consumer satisfaction -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8575 , http://hdl.handle.net/10948/1532 , Banks and banking -- Customer services -- South Africa -- Port Elizabeth , Customer relations -- Management , Consumer satisfaction -- South Africa -- Port Elizabeth
- Description: The business environment and the economy of the society today are continuously witnessing the impact of globalisation. Telecommunication advancement and transportation has greatly made the impact of globalisation to be felt. Globalisation though argued to have its merits and its demerits have resulted in fierce competition amongst businesses. The banking industry is not isolated from these competitions. Any business wishing to survive and stay profitable in the recent world must be able to compete in the global economy. Hence, for any bank to sustain itself and remain profitable it must be able to withstand the competition in the environment it operates. To be able to compete in the banking industry means delivering better services to customers than competitors. This study presents how the South African banks can satisfy their customers and remain profitable in the face of competition. The South African banking industry consists of local and foreign banks and these banks compete for customers in the environment in which they are located. Increase in different branches by different banks has made the competition even fierce. In other to suggest recommendations for the South African banks to satisfy their customers and become profitable, the researcher identified some problem areas that need to be improved upon. These include customer loyalty, relationship banking and electronic banking. These variables were researched to understand how they affect the banks and the customers and where tested using both a qualitative and a quantitative analysis to ascertain if the customers were satisfied with the banks‟ approach of managing these variables. The results indicated that the customers were satisfied to a lesser extent. Any bank wishing to satisfy its customers and remain profitable in other to compete in the industry needs to satisfy the customer to a large extent. Therefore, recommendations where suggested based on the empirical results to help improve the banking industry‟s ways of attracting and retaining customers. The former will lead to customer satisfaction which again will lead to increased profitability.
- Full Text:
- Date Issued: 2010
- Authors: Anani, Ajibola Plakunle
- Date: 2010
- Subjects: Banks and banking -- Customer services -- South Africa -- Port Elizabeth , Customer relations -- Management , Consumer satisfaction -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8575 , http://hdl.handle.net/10948/1532 , Banks and banking -- Customer services -- South Africa -- Port Elizabeth , Customer relations -- Management , Consumer satisfaction -- South Africa -- Port Elizabeth
- Description: The business environment and the economy of the society today are continuously witnessing the impact of globalisation. Telecommunication advancement and transportation has greatly made the impact of globalisation to be felt. Globalisation though argued to have its merits and its demerits have resulted in fierce competition amongst businesses. The banking industry is not isolated from these competitions. Any business wishing to survive and stay profitable in the recent world must be able to compete in the global economy. Hence, for any bank to sustain itself and remain profitable it must be able to withstand the competition in the environment it operates. To be able to compete in the banking industry means delivering better services to customers than competitors. This study presents how the South African banks can satisfy their customers and remain profitable in the face of competition. The South African banking industry consists of local and foreign banks and these banks compete for customers in the environment in which they are located. Increase in different branches by different banks has made the competition even fierce. In other to suggest recommendations for the South African banks to satisfy their customers and become profitable, the researcher identified some problem areas that need to be improved upon. These include customer loyalty, relationship banking and electronic banking. These variables were researched to understand how they affect the banks and the customers and where tested using both a qualitative and a quantitative analysis to ascertain if the customers were satisfied with the banks‟ approach of managing these variables. The results indicated that the customers were satisfied to a lesser extent. Any bank wishing to satisfy its customers and remain profitable in other to compete in the industry needs to satisfy the customer to a large extent. Therefore, recommendations where suggested based on the empirical results to help improve the banking industry‟s ways of attracting and retaining customers. The former will lead to customer satisfaction which again will lead to increased profitability.
- Full Text:
- Date Issued: 2010
Designing a lean manufacturing model for Johnson Controls SA
- Authors: Andersson, Carl
- Date: 2006
- Subjects: Production management -- South Africa , Just-in-time systems , Manufacturing resource planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8566 , http://hdl.handle.net/10948/188 , Production management -- South Africa , Just-in-time systems , Manufacturing resource planning
- Description: An increase in global competitiveness has forced manufacturing organisations to re – look at their facility from an output and quality standpoint. Leveraging a manufacturing operation into a competitive advantage must at all times support the organisation’s objectives. It is therefore vital that the operation reviews its strategy so that it fulfils the everchanging needs of its market. The main objective of this research was to identify possible approaches that Johnson Controls South Africa (JCI SA) could pursue when implementing a Lean Manufacturing model. In doing this it will improve JCI SA’s manufacturing efficiency and quality, thus giving the organisation a competitive edge over its opposition. The research presented an empirical study of how a Lean Manufacturing model should be implemented in JCI SA. A theoretical and empirical study was conducted on how to successfully implement Lean Manufacturing within an organisation. The main purpose was to establish a theoretical Lean Manufacturing model that the organisation can utilise as a strategic plan to become the global leader in its market place.
- Full Text:
- Date Issued: 2006
- Authors: Andersson, Carl
- Date: 2006
- Subjects: Production management -- South Africa , Just-in-time systems , Manufacturing resource planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8566 , http://hdl.handle.net/10948/188 , Production management -- South Africa , Just-in-time systems , Manufacturing resource planning
- Description: An increase in global competitiveness has forced manufacturing organisations to re – look at their facility from an output and quality standpoint. Leveraging a manufacturing operation into a competitive advantage must at all times support the organisation’s objectives. It is therefore vital that the operation reviews its strategy so that it fulfils the everchanging needs of its market. The main objective of this research was to identify possible approaches that Johnson Controls South Africa (JCI SA) could pursue when implementing a Lean Manufacturing model. In doing this it will improve JCI SA’s manufacturing efficiency and quality, thus giving the organisation a competitive edge over its opposition. The research presented an empirical study of how a Lean Manufacturing model should be implemented in JCI SA. A theoretical and empirical study was conducted on how to successfully implement Lean Manufacturing within an organisation. The main purpose was to establish a theoretical Lean Manufacturing model that the organisation can utilise as a strategic plan to become the global leader in its market place.
- Full Text:
- Date Issued: 2006
Strategic leadership within the Duke of Edinburgh's International Award Association between 1988 and 2004
- Authors: Andrew, Craig Bruce
- Date: 2005
- Subjects: Duke of Edinburgh's Award (Organization) Duke of Edinburgh's Award -- History Nonprofit organizations -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:764 , http://hdl.handle.net/10962/d1003885
- Description: Providing strategic leadership for global Not-for-Profit organisations poses great challenges to the leadership structures of these voluntary organisations. This study looks at the phenomenon of strategic leadership in the Duke of Edinburgh’s (DOE) International Award Association (IAA) as a global Not-for-Profit Organisation (NPO). The main aim of the research was an in-depth examination of the processes involved in leadership at the top level in a global NPO. Eight strategic leaders from the top management team were interviewed. Further information was generated from a study of the Annual Reports spanning the 15 year period (1988/9 – 2003/4), and key strategic documents were used as supporting material. The research was conducted in a phenomenological paradigm, using the case study research method. Care was taken to minimize possible researcher bias and interpretations, as the researcher has been associated with this organisation for the past 18 years. It was found that the Royal Family play extremely valuable and multifaceted roles in the organisation. The triumvirate of The Royals; The Secretary General’s; and The Trustees; works well as individual ‘great groups’ yet when necessary, they form a collective collaborative grouping to effect strategic leadership for the IAA. The two main themes to emerge from the findings were the nature of the DOE as a global NPO and the role of strategic leadership in the DOE Award. The DOE Award has demonstrated that it has many unique strategic leadership features and is using these features to become more business-like in the application of its new strategic vision. The individual ‘great groups’ offer sound leadership throughout the process of overseeing and running the business of the DOE Award yet, when necessary and appropriate, these great groups appear to work collectively, perhaps in an unstructured manner, as the triumvirate of power. Their collective collaborative leadership is a unique feature of the DOE Award. The highly interactive role of the Royal Family is unique and sets the DOE Award apart from other similar youth organisations globally. The nature of the loose association of National Award Authorities all subscribing to the rules and conditions of association is also a very unique feature of this NPO. The DOE Award is not a movement organisation but is guided by its service ethic. The DOE Award is a service organisation in which the strategic leadership plays a crucial role yet the constitutional power resides with the International Award Association membership. This IAA membership meets every three years at the World Forum Triennium to approve all new policy and procedures.
- Full Text:
- Date Issued: 2005
- Authors: Andrew, Craig Bruce
- Date: 2005
- Subjects: Duke of Edinburgh's Award (Organization) Duke of Edinburgh's Award -- History Nonprofit organizations -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:764 , http://hdl.handle.net/10962/d1003885
- Description: Providing strategic leadership for global Not-for-Profit organisations poses great challenges to the leadership structures of these voluntary organisations. This study looks at the phenomenon of strategic leadership in the Duke of Edinburgh’s (DOE) International Award Association (IAA) as a global Not-for-Profit Organisation (NPO). The main aim of the research was an in-depth examination of the processes involved in leadership at the top level in a global NPO. Eight strategic leaders from the top management team were interviewed. Further information was generated from a study of the Annual Reports spanning the 15 year period (1988/9 – 2003/4), and key strategic documents were used as supporting material. The research was conducted in a phenomenological paradigm, using the case study research method. Care was taken to minimize possible researcher bias and interpretations, as the researcher has been associated with this organisation for the past 18 years. It was found that the Royal Family play extremely valuable and multifaceted roles in the organisation. The triumvirate of The Royals; The Secretary General’s; and The Trustees; works well as individual ‘great groups’ yet when necessary, they form a collective collaborative grouping to effect strategic leadership for the IAA. The two main themes to emerge from the findings were the nature of the DOE as a global NPO and the role of strategic leadership in the DOE Award. The DOE Award has demonstrated that it has many unique strategic leadership features and is using these features to become more business-like in the application of its new strategic vision. The individual ‘great groups’ offer sound leadership throughout the process of overseeing and running the business of the DOE Award yet, when necessary and appropriate, these great groups appear to work collectively, perhaps in an unstructured manner, as the triumvirate of power. Their collective collaborative leadership is a unique feature of the DOE Award. The highly interactive role of the Royal Family is unique and sets the DOE Award apart from other similar youth organisations globally. The nature of the loose association of National Award Authorities all subscribing to the rules and conditions of association is also a very unique feature of this NPO. The DOE Award is not a movement organisation but is guided by its service ethic. The DOE Award is a service organisation in which the strategic leadership plays a crucial role yet the constitutional power resides with the International Award Association membership. This IAA membership meets every three years at the World Forum Triennium to approve all new policy and procedures.
- Full Text:
- Date Issued: 2005
An investigation into the potential for implementing lean Grindrod Container Depot in Stanbridge Road
- Authors: Andrews, Ferderico Recardo
- Date: 2013
- Subjects: Lean manufacturing -- South Africa -- Port Elizabeth -- Management , Container industry -- South Africa -- Port Elizabeth , Just-in-time systems -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8781 , http://hdl.handle.net/10948/d1012967
- Description: On a daily basis organizations strive to achieve maximum output with minimum input for greater levels of efficiency and profitability. However, in our dynamic modern world and economy the variables have changed dramatically and the time when business was simply about the ‘bottom line’ and all else was subordinate to the objective of profit, has come and gone. In the contemporary world of business today the variables are much broader and more dynamic, as people are no longer just employees, and suppliers are no longer people whose payment should be delayed for as long as possible. In addition, the environment is no longer to be plundered at all costs. Today Lean as an all-encompassing management philosophy with its emphasis on adding value, is more relevant in business than at any other point in business history. At a time when the global economy is facing some of its greatest challenges, it is ultimately business and its networks that, through effective management, can restore the global economy and provide livelihoods to millions of people. The Lean management philosophy is about constantly searching for the best possible way of doing things and eliminating waste in pursuit of value. If Lean is in pursuit of eliminating waste and turning it into value, and the customer, irrespective of required product, is in constant pursuit of finding value, then Lean is surely the management philosophy that can deliver the greatest level of customer satisfaction. This means satisfied customers returning to an organization for repeat sales as long as they perceive that the value they derive meets their expectations.
- Full Text:
- Date Issued: 2013
- Authors: Andrews, Ferderico Recardo
- Date: 2013
- Subjects: Lean manufacturing -- South Africa -- Port Elizabeth -- Management , Container industry -- South Africa -- Port Elizabeth , Just-in-time systems -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8781 , http://hdl.handle.net/10948/d1012967
- Description: On a daily basis organizations strive to achieve maximum output with minimum input for greater levels of efficiency and profitability. However, in our dynamic modern world and economy the variables have changed dramatically and the time when business was simply about the ‘bottom line’ and all else was subordinate to the objective of profit, has come and gone. In the contemporary world of business today the variables are much broader and more dynamic, as people are no longer just employees, and suppliers are no longer people whose payment should be delayed for as long as possible. In addition, the environment is no longer to be plundered at all costs. Today Lean as an all-encompassing management philosophy with its emphasis on adding value, is more relevant in business than at any other point in business history. At a time when the global economy is facing some of its greatest challenges, it is ultimately business and its networks that, through effective management, can restore the global economy and provide livelihoods to millions of people. The Lean management philosophy is about constantly searching for the best possible way of doing things and eliminating waste in pursuit of value. If Lean is in pursuit of eliminating waste and turning it into value, and the customer, irrespective of required product, is in constant pursuit of finding value, then Lean is surely the management philosophy that can deliver the greatest level of customer satisfaction. This means satisfied customers returning to an organization for repeat sales as long as they perceive that the value they derive meets their expectations.
- Full Text:
- Date Issued: 2013
Where leaders learn: constructions of leadership and leadership development at Rhodes University
- Authors: Andrews, Rushda Ruth
- Date: 2011
- Subjects: Leadership -- Education (Higher) -- South Africa -- Grahamstown Leadership -- Research -- South Africa -- Grahamstown Development leadership -- Education (Higher) -- South Africa -- Grahamstown Rhodes University -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:782 , http://hdl.handle.net/10962/d1003903
- Description: This thesis explores the Where Leaders Learn slogan of Rhodes University. It does this by means of an analysis of discourses constructing leadership and leadership development within the institutional context. The discourse analysis was made possible as a result of interviews with a range of people involved in leadership and leadership development at the University. The analysis revealed that leadership development is constructed as taking place within a highly structured system that enables instructional and managerial leadership but constrains transformational leadership. The discourses that give meaning and understanding to the construct of leadership draw heavily on position within a hierarchy. The discourse of functional efficiency is enabled through practices related to reward, recognition, succession planning and mentorship which all serve to replicate the existing leadership structures creating more of the same and in essence stifling the potential for emancipatory leadership. The analysis also shows that a discourse of collegiality serves to create a false sense of a common understanding of leadership in the light of evidence of uncertainty and contestation around the meaning of the slogan Where Leaders Learn and, by association, the very construct of leadership. The discursive process of understanding leadership and developing an institutional theory for the purposes of infusing this into a curriculum poses many challenges. Barriers to new ways of thinking reside within the researchers' ontological and epistemological commitments. This amplifies the need for a more reflective ontology towards leadership and its consequences, especially so in a multidisciplinary environment such as Rhodes University.
- Full Text:
- Date Issued: 2011
- Authors: Andrews, Rushda Ruth
- Date: 2011
- Subjects: Leadership -- Education (Higher) -- South Africa -- Grahamstown Leadership -- Research -- South Africa -- Grahamstown Development leadership -- Education (Higher) -- South Africa -- Grahamstown Rhodes University -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:782 , http://hdl.handle.net/10962/d1003903
- Description: This thesis explores the Where Leaders Learn slogan of Rhodes University. It does this by means of an analysis of discourses constructing leadership and leadership development within the institutional context. The discourse analysis was made possible as a result of interviews with a range of people involved in leadership and leadership development at the University. The analysis revealed that leadership development is constructed as taking place within a highly structured system that enables instructional and managerial leadership but constrains transformational leadership. The discourses that give meaning and understanding to the construct of leadership draw heavily on position within a hierarchy. The discourse of functional efficiency is enabled through practices related to reward, recognition, succession planning and mentorship which all serve to replicate the existing leadership structures creating more of the same and in essence stifling the potential for emancipatory leadership. The analysis also shows that a discourse of collegiality serves to create a false sense of a common understanding of leadership in the light of evidence of uncertainty and contestation around the meaning of the slogan Where Leaders Learn and, by association, the very construct of leadership. The discursive process of understanding leadership and developing an institutional theory for the purposes of infusing this into a curriculum poses many challenges. Barriers to new ways of thinking reside within the researchers' ontological and epistemological commitments. This amplifies the need for a more reflective ontology towards leadership and its consequences, especially so in a multidisciplinary environment such as Rhodes University.
- Full Text:
- Date Issued: 2011
Investigating the relationship between human resource practices and organisational commitment amongst financial advisors in an insurance company in Kwa-Zulu Natal
- Authors: Appasamy, Sherilyn
- Date: 2020
- Subjects: Financial services industry
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/47514 , vital:40120
- Description: The insurance sector within the financial services industry faces a significant human capital dilemma due to its largely aging workforce. Over the last decade, the financial services industry has been plagued by enormous and complex change. This plethora of change is as a result of changing regulatory landscape, the evolving digitalisation of the world and the state of the declining youth African economy. This uncertainty and instability has the potential to impact the career aspirations of financial advisors in the insurance sector as they experience many hurdles to growth. This volatility also impacts organisations as attraction into the role diminishes. Human Resource Management practices which are meant to fulfill strategic partnership role within organisations are meant to guide business accordingly to attract and retain top talent. This paper presents an investigation of Human Resource Management (HRM) practices within an insurance company and the impact of Human Resources Management practices on the organisational commitment of financial advisors. An empirical study, consisting of an online questionnaire, was conducted amongst 102 employees from an insurance company in Kwa-Zulu Natal. The analysis revealed that the relationship of HRM practices to organisational commitment outcomes in the insurance company was exclusive in that only three of the five HRM practices being recruitment and selection; training and development; and workplace culture and climate, were found to be positively and significantly related to the organisational commitment of advisors. It was concluded that recruitment and selection plays an important role in matching the right skills, abilities and personality for the job. There is a critical need for the shift in focus from academy classroom learning to on-the-job practical training and mentorship from senior advisors. Thirdly, workplace climate and culture is a key determinant into whether an employee will stay and creating a space which is diverse, flexible and harnesses work-life integration will be more critical moving forward.
- Full Text:
- Date Issued: 2020
- Authors: Appasamy, Sherilyn
- Date: 2020
- Subjects: Financial services industry
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/47514 , vital:40120
- Description: The insurance sector within the financial services industry faces a significant human capital dilemma due to its largely aging workforce. Over the last decade, the financial services industry has been plagued by enormous and complex change. This plethora of change is as a result of changing regulatory landscape, the evolving digitalisation of the world and the state of the declining youth African economy. This uncertainty and instability has the potential to impact the career aspirations of financial advisors in the insurance sector as they experience many hurdles to growth. This volatility also impacts organisations as attraction into the role diminishes. Human Resource Management practices which are meant to fulfill strategic partnership role within organisations are meant to guide business accordingly to attract and retain top talent. This paper presents an investigation of Human Resource Management (HRM) practices within an insurance company and the impact of Human Resources Management practices on the organisational commitment of financial advisors. An empirical study, consisting of an online questionnaire, was conducted amongst 102 employees from an insurance company in Kwa-Zulu Natal. The analysis revealed that the relationship of HRM practices to organisational commitment outcomes in the insurance company was exclusive in that only three of the five HRM practices being recruitment and selection; training and development; and workplace culture and climate, were found to be positively and significantly related to the organisational commitment of advisors. It was concluded that recruitment and selection plays an important role in matching the right skills, abilities and personality for the job. There is a critical need for the shift in focus from academy classroom learning to on-the-job practical training and mentorship from senior advisors. Thirdly, workplace climate and culture is a key determinant into whether an employee will stay and creating a space which is diverse, flexible and harnesses work-life integration will be more critical moving forward.
- Full Text:
- Date Issued: 2020
Strategic management guidelines for construction SMEs in the Eastern Cape
- Authors: Appels, Gaynor
- Date: 2010
- Subjects: Construction industry -- Management , Strategic planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8663 , http://hdl.handle.net/10948/1414 , Construction industry -- Management , Strategic planning
- Description: SMEs fulfil an important role in the long-term growth and development of the economy of the country. The development and growth of construction SMEs are important for all countries, as a strong SME base has the capacity to produce a high-quality infrastructure for the country. Construction SMEs also stimulate economic activity in other sectors of the economy. Research has, however, shown that the failure rate of small businesses within the first five years is high in South Africa. Reseatch has also indicated that the lack of long-term planning and the lack of strategic thinking are major contributing factors to the business failure of SMEs. SMEs operating in the construction industry are faced with the same challenges as their counterparts in other sectors of the economy, but in addition to those difficulties, construction SMEs also have to deal with the unique characteristics of the industry that have adverse implications for them. The construction industry has experienced considerable growth and success, in the past decade, particularly as a result of the government's considerable infrastructural spending, especially in the run-up to the 2010 FIFA World Cup. The growth in the construction industry has, however, not resulted in similar results for Construction SMEs; and research has shown that most of them have not developed into more established entities. In fact, in the Eastern Cape, 91 per cent of all registered contractors fall within the lowest level of the Construction Industry Development Board's classification system. Many construction SMEs perform poorly, but among them there are those that have the potential to grow and develop into larger more established entities. Research has shown that contractor development programmes aimed at assisting the growth and development of construction companies have been successful in increasing participation in the industry, but not in ensuring that small enterprises grow into self-sustainable established enterprises. In contrast, the research has shown that SMEs that practice strategic management perform better, and that there are many advantages for SMEs in applying strategic management principles. This study, therefore, investigates how strategic management can be applied to address the problems faced by construction SMEs, and to exploire techniques and tools of strategic management that can make a significant contribution to their growth and development.
- Full Text: false
- Date Issued: 2010
- Authors: Appels, Gaynor
- Date: 2010
- Subjects: Construction industry -- Management , Strategic planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8663 , http://hdl.handle.net/10948/1414 , Construction industry -- Management , Strategic planning
- Description: SMEs fulfil an important role in the long-term growth and development of the economy of the country. The development and growth of construction SMEs are important for all countries, as a strong SME base has the capacity to produce a high-quality infrastructure for the country. Construction SMEs also stimulate economic activity in other sectors of the economy. Research has, however, shown that the failure rate of small businesses within the first five years is high in South Africa. Reseatch has also indicated that the lack of long-term planning and the lack of strategic thinking are major contributing factors to the business failure of SMEs. SMEs operating in the construction industry are faced with the same challenges as their counterparts in other sectors of the economy, but in addition to those difficulties, construction SMEs also have to deal with the unique characteristics of the industry that have adverse implications for them. The construction industry has experienced considerable growth and success, in the past decade, particularly as a result of the government's considerable infrastructural spending, especially in the run-up to the 2010 FIFA World Cup. The growth in the construction industry has, however, not resulted in similar results for Construction SMEs; and research has shown that most of them have not developed into more established entities. In fact, in the Eastern Cape, 91 per cent of all registered contractors fall within the lowest level of the Construction Industry Development Board's classification system. Many construction SMEs perform poorly, but among them there are those that have the potential to grow and develop into larger more established entities. Research has shown that contractor development programmes aimed at assisting the growth and development of construction companies have been successful in increasing participation in the industry, but not in ensuring that small enterprises grow into self-sustainable established enterprises. In contrast, the research has shown that SMEs that practice strategic management perform better, and that there are many advantages for SMEs in applying strategic management principles. This study, therefore, investigates how strategic management can be applied to address the problems faced by construction SMEs, and to exploire techniques and tools of strategic management that can make a significant contribution to their growth and development.
- Full Text: false
- Date Issued: 2010