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
Improving the service quality of a civil consulting engineering firm through benchmarking
- Authors: Bellingan, Werner
- Date: 2007
- Subjects: Performance -- Measurement , Quality assurance -- Measurement
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8746 , http://hdl.handle.net/10948/743 , Performance -- Measurement , Quality assurance -- Measurement
- Description: The civil engineering industry in South Africa has seen a steady decline in the number of professionals during the last few decades, however it is expected that the government and private sectors are to spend over R200 billion on infrastructure in the next few years. This increases the demand on civil consulting engineering firms to achieve greater productivity, with reduced time and human resources, which has had a profound effect on the quality of service delivered to clients. These firms need to gain a competitive advantage by consistently providing Service Excellence, which is superior to their competitors. One way of achieving this is by benchmarking firms against their competitors. In this research paper the Service Quality and Service Recovery procedures of Company X in Port Elizabeth were benchmarked against its competitors using a customised form of the recognised SERVQUAL research instrument - the SERVPERF questionnaire. The results proved to be invaluable because the survey revealed insightful information which can be used to their strategic benefit. Civil consulting engineering firms need to be aware that Service Excellence is an imperative in the service industry, but do not necessarily have to be perfect. Firms simply need to outperform their competitors to be rated as market leaders. Strategies to improve the Service Quality and Service Recovery of the firm under review are suggested and this work concludes with suggestions for future research projects, which may be beneficial to the researcher, the civil engineering industry and the economy of South Africa.
- Full Text:
- Date Issued: 2007
An assessment of the performance appraisal system applied for the junior management level at the cold chain
- Authors: Botha, Johannes Jacobus
- Date: 2007
- Subjects: Employees -- Rating of , Junior managers -- Rating of -- South Africa , Performance standards -- South Africa -- Port Elizabeth , Cold chain management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8735 , http://hdl.handle.net/10948/796 , Employees -- Rating of , Junior managers -- Rating of -- South Africa , Performance standards -- South Africa -- Port Elizabeth , Cold chain management
- Description: The study aims to identify which performance appraisal system is currently used in The Cold Chain, how this system compare with the fundamental requirements of a successful appraisal system and what requirements can be adopted to make the way in which Team Leaders are appraised more effective. An introduction into The Cold Chain, the identification of the problem and the relevance of the study is followed by a literature overview of performance management, the role of performance appraisals and the requirements for a successful performance appraisal system. Various appraisal systems, problems associated with performance appraisals and a framework for the development of an efficient system is discussed. Research conducted using a questionnaire sent to Team Leaders in The Cold Chain, delivered results which were analysed and discussed in Chapter four. In addition to biographical information, the function, effectiveness, evaluator involvement, objectives and criteria, requirements for performance appraisals, organisational alignment and evaluator faults were discussed. It was found that the current performance appraisal system in use at Mercor is a trait scale system. A trait scale method of performance appraisals does not reflect measurement against clearly defined job criteria and is difficult to legally defend. The essential elements for successful appraisal systems such as reliability, relevance, sensitivity, uncontaminated information, acceptability, practicality and legality will be present in a 360-degree approach and the implementation of such a system in Mecor was recommended.
- Full Text:
- Date Issued: 2007
The role of GMSA to assist their suppliers with the successful implementation of lean practices
- Authors: Conybeare, Nabiel
- Date: 2007
- Subjects: General Motors (South Africa) , Production management -- South Africa , Business logistics -- Management , Automobile industry and trade -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8742 , http://hdl.handle.net/10948/763 , General Motors (South Africa) , Production management -- South Africa , Business logistics -- Management , Automobile industry and trade -- Management
- Description: Over the past couple of decades traditional manufacturing techniques have been replaced by lean production around the world. This change in production methodology brought about the opportunity for numerous companies to reduce costs and customer lead time through the application of this lean philosophy. The worldwide shift from traditional manufacturing to lean manufacturing can be ascribed to the success of Toyota Motor Company. Lean manufacturing refers to a manufacturing improvement process in order to minimize or eliminate waste while maximizing production flow (Tapping, et al., 2002:30). A value stream includes all the operations and processes to transform raw material into finished products or services. Value stream is a management tool used for the planning of a production process involving lean techniques through systematic data capturing and analysis (Tapping 2002 et al., 41). Value stream is a proven process for planning the improvements that will allow companies to develop lean practices. One key to Toyota’s success that GMSA and many other South African companies have not been able to emulate is the transformation of their suppliers to apply the lean philosophy. This lack of supplier transformation is due to various reasons including supplier proximity, supplier relationships, supplier performance levels, and the ordering policies used for supplied parts. Even though many manufacturing organizations realize the importance of practicing lean manufacturing techniques, few organizations apply lean techniques with the required knowledge and tools to transform their organization from traditional manufacturing to lean manufacturing. This research project is based purely on the lean manufacturing principles and philosophies. The aim of the study is to make GMSA’s suppliers aware of the principles and processes of lean manufacturing and to develop a lean implementation strategy to assist organizations with the successful implementation of lean practices. In order to correctly implement and sustain lean manufacturing practices this study will also focus on supplier support and development and the behavior an organization must exhibit to make this transformation a success. The research methodology comprised the following steps: • A literature study was performed by the researcher to get a better understanding of the principles and philosophies of lean manufacturing; • A second literature study was also performed to get a better understanding of the continuous improvement philosophies of lean manufacturing including supplier support & development; and • To accomplish the objectives of this study, interview sessions were conducted with four senior managers of General Motors South Africa. The researcher selected the interviewees from the following departments within General Motors South Africa: Global Purchasing and Supply Chain; Supplier Quality and Development; Vehicle Assembly Operations and Material Supply. The interviewees from General Motors South Africa were identified as qualified data sources for this research project, as their professional opinions and viewpoints could best address the research questions.
- Full Text:
- Date Issued: 2007
An investigation of the role of leadership in strategic planning
- Authors: Devenish, Sean
- Date: 2007
- Subjects: Leadership , Strategic planning , Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8744 , http://hdl.handle.net/10948/746 , Leadership , Strategic planning , Management
- Description: Leadership and planning requires more strategic thinkers on all management levels in an organization. Historically, senior management does not effectively identify those leaders that posses the core traits and competencies to adequately influence the corporate culture by way of transformational and visionary leadership styles, so that it is aligned to the long-term strategy. In this research the author first embarked on a theoretical study into leadership and the associated contingency models, which have lead to the emergence of new styles of leadership, such as transformational, situational and visionary leadership. Thereafter, successful strategy planning and implementation was investigated to determine which leadership styles did the literature reveal are more conducive to successfully executing strategy in adaptive and culturally diverse corporate cultures. Thirdly, an empirical study was conducted to ascertain to what extent transformational and transactional leadership practices by South African firms are being adopted, and the amount of emphasis placed on the strategic thinking process between the leadership styles. Lastly, the data was analysed to explain the relationship between transformational and transactional leadership and strategic planning, and to make recommendations based on the research.
- Full Text:
- Date Issued: 2007
Emotional intelligence and effective team functioning of MBA syndicate groups at the NMMU business school
- Authors: Doolabh, Chetna Gidhar
- Date: 2007
- Subjects: Emotional intelligence , Interpersonal relations , Teams in the workplace , Nelson Mandela Metropolitan University. Business School
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8747 , http://hdl.handle.net/10948/740 , Emotional intelligence , Interpersonal relations , Teams in the workplace , Nelson Mandela Metropolitan University. Business School
- Description: A common issue in leadership development is the high flyers who reach a position where their lack of “soft” skills hampers their performance and proves a barrier to their continued progression to higher levels of responsibility (Newell, 2002: 288). Business Schools offering Masters in Business Administration (MBA) programmes assist in developing managers with not just managerial competence but also with “soft” skills. By delivering educated business managers, these managers through their intellectual skills and community sensitive values, will lead future transformational processes. It is useful and interesting to consider how important emotional intelligence is for effective performance at work. A considerable body of research suggests that an employee’s ability to perceive, identify, and manage emotion provides the basis for the kinds of social and emotional competencies that are important for success in almost any position. Furthermore, as the pace of change increases and the world of work make ever-greater demands on an employee’s cognitive, emotional, and physical resources, this particular set of abilities will become increasingly important (Cherniss, 2000). The primary objective of this study is to determine the perceptions of the Masters in Business Administration (MBA), B-Tech in Business Administration (BBA), Advanced Business Programme (ABP) programmes and the Business School Alumni to determine the overall emotional intelligence profile of students as well as the effective team functions of the syndicate groups. Based on the main findings of the survey, it was concluded that emotional intelligence is an important factor for the NMMU Business School, MBA Unit students. The skills attained through the course work will not only improve team effectiveness in the syndicate group functioning but also enhance their performance in the business environment. The MBA team learning experiences enhances workplace learning as the ability to work in a team and ability to think and act independently are highly desired skills and competencies for success in the workplace.
- Full Text:
- Date Issued: 2007
A critical analysis of performance management within the manufacturing division at Continental Tyre South Africa
- Authors: Dowling, Jurgen
- Date: 2007
- Subjects: Performance -- Management , Continental Tyre South Africa (Firm)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8556 , http://hdl.handle.net/10948/497 , Performance -- Management , Continental Tyre South Africa (Firm)
- Description: Many companies have performance management systems that incorporate financial and non-financial measurements. All organisations have financial and non-financial measures. However, many use their non-financial measures for local improvements at their front-line and customer-facing operations. Performance management is a shared process between managers and the individuals and teams they manage. It is based on the agreement of objectives, knowledge, skill and competence requirements and work and development plans. The Balanced Scorecard includes financial measures that reflect the results of actions already taken, complementing the financial measures with operational measures on customer satisfaction, internal processes, and the organisations innovative and improvement activities. The Balanced Scorecard combines both quantitative and qualitative measures, acknowledge the expectations of different stakeholders and relate an assessment of performance to choice of strategy. The objective of this study was to assess current performance management that is applied within the manufacturing division at Continental Tyre South Africa. To achieve this objective, a comprehensive literature study was performed on performance management and The Balanced Scorecard. A questionnaire was designed based on the guidelines in the literature study in order to establish the extent to which Continental Tyre South Africa manages performance. The researcher used the random sampling method of selection and distributed the questionnaire to 120 potential respondents via electronic mail and physically. Seventy seven completed questionnaires were returned and these were processed and analysed using Microsoft Office Excel 2003, iii running on the Windows XP suite of computer packages. The opinions of the various respondents were compared with the guidelines provided in the literature survey in order to identify shortcomings of performance management and the achievement of individual and departmental objectives within the manufacturing division at Continental Tyre South Africa. The following main recommendations were made: Continental Tyre South Africa should continue with the sharing of its strategic objectives with management and staff, and must ensure that these objectives are also shared all the way down to the shop floor; It is imperative that management and staff mutually agree on performance objectives for the individuals; Senior management must measure management and staff on how well they performance manage their direct reports and develop people where performance short-comings exist; It is imperative that management and staff undergo performance management training; Management must ensure that there current performance management system incorporates a method to distinguish between top and poor performers; and, It is advisable that senior management consider a mechanism that rewards top performers.
- Full Text:
- Date Issued: 2007
Engaging employees to build a performance culture in Telkom's NCC division
- Authors: Goliath, Elize
- Date: 2007
- Subjects: Performance -- Management , Quality assurance -- Management , Organizational effectiveness , Telkom (Firm : South Africa)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8591 , http://hdl.handle.net/10948/1051 , Performance -- Management , Quality assurance -- Management , Organizational effectiveness , Telkom (Firm : South Africa)
- Description: Operating as a commercial company since October 1991, Telkom has grown into the largest communications services provider in Africa based on operating revenue and assets. The Group, consisting of the fixed-line company Telkom and a 50 per cent shareholding in mobile operator Vodacom. Telkom has changed its vision to the following: “To be a leading customer and employee centric ICT solutions service provider”. The company has been retrenching staff since 1999 and the staff numbers have reduced significantly from approximately 65 000 people to 25 575 people in 2006. The focus has been on increasing shareholder value and the staff feel that their value has not been recognised. The research paper focused on the extent that employees engaged to build a performance culture in Telkom’s NCC division. The following research methodology was followed: - A literature survey to determine factors or behaviours that will enhance employee engagement in building a performance culture and what Telkom NCC can do to build the workplace that will foster higher levels of employee engagement. - A survey was conducted to determine what the engagement levels of employees are at Telkom NCC, what stops the employees from doing their best and what Telkom NCC division can do to show they care and value their staff as according to their employees by means of a questionnaire. - The findings from the literature study and empirical study would be used to determine to what extent are employees engaged to build a performance culture in Telkom’s NCC division. A self administered questionnaire was used to collect the data required for this research. In conclusion it was said that employee engagement is a partnership between the company and the employees where everyone works together to achieve the business objectives of the company and the personal aspirations of employees. The organization has the responsibility to create the conditions for this to happen (Understanding Employee Engagement, 2004: 2). It was recommended that in order for NCC to enhance their employees attitudes toward the promoters’ team especially in terms of pride, strong attachment, feeling part of the family and motivating employees to do well promoters must concentrate on building relationships with their teams and individual members of the team. Employees must also be given decision making power for implementing the idea. NCC should educate their leaders on the value of recognition and the best way to go about it. In order for employees to grow and be promoted into higher positions, NCC must consider that if positions become available that they first be advertised in the NCC division before it be made available to the rest of the company.
- Full Text:
- Date Issued: 2007
The impact of the absence of a total productive maintenance (TPM) program at a plastic painting plant
- Authors: Hempel, Calvern Anthony
- Date: 2007
- Subjects: Plant maintenance -- Management , Total productive maintenance -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8590 , http://hdl.handle.net/10948/524 , Plant maintenance -- Management , Total productive maintenance -- South Africa
- Description: This research was concerned with investigating “the absence of Total Productive Maintenance (TPM)” at a plastic painting plant. TPM is a combination of operations and maintenance activities and is performed by operators under their own authority and is called “autonomous maintenances”. The author has tested the degree of implementation of TPM by using a sevenstep TPM implementation model this highlighted an absence of TPM in the organisation investigated. TPM is a relatively new concept in the South African automotive industry and has not been fully accepted by management as a solution to the maintenance problems in the organisation. Due to a long implementation period and the difficulty in measuring the benefits of the TPM program for the organisation TPM tends not to be implemented by companies. The research studies several maintenance philosophies each with its own advantages and disadvantages. The benefits that arise from the implementation of an effective TPM philosophy were explored. The development of an effective improved model for the implementation of TPM was investigated. Maintenance engineers and managers in any organisation can use this model to implement an effective TPM program. The seven-step TPM implementation model formed the basis for the compilation of a questionnaire. A survey was conducted to determine if an absence of TPM existed in a plastic painting plant. The results from the survey were drawn up and recommendations to further develop a model for the implementation of TPM was put forward.
- Full Text:
- Date Issued: 2007
Identifying departmental team dynamics in a regulated casino environment
- Authors: Hughes, David Robert
- Date: 2007
- Subjects: Teams in the workplace -- South Africa , Teams in the workplace -- Training of , Casinos -- Management , Management -- Employee participation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8734 , http://hdl.handle.net/10948/798 , Teams in the workplace -- South Africa , Teams in the workplace -- Training of , Casinos -- Management , Management -- Employee participation -- South Africa
- Description: Literature has been reviewed on the formation and structure of groups and teams in order to establish what differences there are in the types of teams that exist in the modern workplace, and what it is that facilitates effective and high performance of such teams. From the results of the qualitative research conducted, the author is of the opinion that the notion of teams operating in the regulated casino environment is somewhat exaggerated. At year end functions and award ceremonies, mention is made of the teams that successfully contributed to the various achievements but, upon closer inspection, no teams are evident at the “coal face”. Some of the reasons for this may be that there appears to be a lack of those skills necessary to harness people into successful teams especially during the early stages of the business lifecycle. Too few people at grass root level have the required knowledge, skills and attitude to take the lead and form a team especially in an unfamiliar environment. It may also be as a result of the different management styles imposed on the labour force over a long period of time. As organisations are forced to become more competitive, especially on the global market, it is the author’s opinion that the management style in progressive organisations will probably have shifted from autocratic to paternalistic to democratic; yet very few businesses are practicing participative management, although buzzwords relating to participative management are used freely. Ultimately, accountability rests with top management and results are measured by bottom line figures. Since accountability is centralised, the intrinsic and extrinsic rewards for success are also confined to management who is likely to be criticised, attacked, or got rid of, and these recipients are often not volunteering to share the benefits reaped – even though the recipients would mutter words such as “if it were not for my team” or “ thanks to my team”. With this viewpoint in mind the treatise aims to address specific and practical interventions that could be implemented without much organisational change and yet developing a culture of team development and team building within an organisation. The author is of the opinion that the responses imparted from the different respondents in the research results could benefit Sun International within its training methodology policy framework. Although, each casino unit is managed autonomously, Sun International, via its centralised training facility, could apply successful specific and practical training interventions in respect of team dynamics. Results extracted from unit staff climate surveys and staff feedback sessions could be collated from the different training departments within the group and presented in workshops at quarterly conferences and feedback seminars. The effectiveness of these interventions, once implemented, could be assessed in a performance measurement framework. Eales-White (1996: 34) quotes Peters as saying, “I observe the power of the team is so great that it is often wise to violate common sense and force a team structure on almost anything … companies that do, will achieve greater focus, stronger task orientation and enhanced individual commitment.
- Full Text:
- Date Issued: 2007
Investigating the feasibility of an indoor aquatic centre for the Nelson Mandela Bay Metropole
- Authors: Janse van Rensburg, Philippus Jacobus
- Date: 2007
- Subjects: Aquatic sports facilities -- South Africa -- Port Elizabeth -- Designs and plans , Sports facilities -- South Africa -- Port Elizabeth , Recreation centers -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8739 , http://hdl.handle.net/10948/791 , Aquatic sports facilities -- South Africa -- Port Elizabeth -- Designs and plans , Sports facilities -- South Africa -- Port Elizabeth , Recreation centers -- South Africa -- Eastern Cape
- Description: The purpose of this study was to investigate the feasibility of an Indoor Aquatic Centre for the Nelson Mandela Bay Metropole. The main problem was to establish the minimum aquatic facilities an Indoor Aquatic Centre must have, to be able to host National and International aquatic events. The sub problems identified to address the main problem were as follows: - Should accommodation be available at the Indoor Aquatic Centre? - Should medical facilities be available at the Indoor Aquatic Centre? - Should there be a gymnasium at the Indoor Aquatic Centre? - Should there be food malls available at the Indoor Aquatic Centre? - Will sports tourism in the Nelson Mandela Bay Metropole benefit from an Indoor Aquatic Centre? In this study the researcher discusses current tourism opportunities, possible sports tourism opportunities and the current aquatic facilities the Nelson Mandela Bay Metropole has to offer. From the discussion regarding these issues it was found that the metropole do offer many attraction opportunities including the following: - Adventure and Sport; - Agriculture; - Arts and Culture; - Business and Conferencing; - Coastal and Beaches; - Entertainment and Shopping; - Historical; - Wild Life and Nature. Adventure and Sport attractions contribute to sports tourism in the metropole and an Indoor Aquatic Centre could enable the metropole to improve sports tourism figures to the metropole. Sports tourism is defined as any tourism that is linked with a sports event. The conclusion can be made that the main initiative for sports tourism is to host a major sporting event to attract tourists. Adding other tourist attractions makes the destination more attractive. It is also important that the community is educated and informed about sports tourism so that the tourist and the community benefits from the event. Indoor Aquatic Centres found in countries like Australia, Canada, Europe, Russia, The Far East, United Kingdom and the United States of America, were discussed to identify the minimum requirements for an Indoor Aquatic Centre. The literature study has shown that the Indoor Aquatic Centre should be a multi purpose centre with a minimum of two heated pools and leisure facilities included. This will enable the centre to generate different streams of income to enhance sustainability. The aquatic centre should also be designed to host National and International events, but not necessarily for Olympic Games events. An empirical study was done to see if the respondents agree on the minimum requirements for an Indoor Aquatic Centre, identified by the literature study and if they agree that sports tourism within the Nelson Mandela Bay Metropole will benefit from an Indoor Aquatic Centre. The conclusion of the empirical study is that the respondents’ view correlate with the information found during the literature study regarding the minimum requirements for an Indoor Aquatic Centre listed as follows: - The minimum number of heated pools are two consisting of a fifty metre ten lane pool and a twenty five metre ten lane pool; - A food mall that consists of a restaurant, fast food stalls and a food store; - Medical facilities, conference facilities, gymnasium and other leisure facilities must also be available; - Accommodation facilities must be available and consists of two and three bedroom fully serviced apartments; - The Indoor Aquatic centre must be able to have seating for 2000 people and parking for 1000 vehicles. The study has addressed the main problem and the sub problems, but further research needs to be conducted regarding the funding of the Indoor Aquatic Centre as this issue was not successfully addressed. More information is needed regarding the different ways of funding and who the stakeholders should be in this process.
- Full Text:
- Date Issued: 2007
Assessing management competencies in selected Southern Cape Municipalities
- Authors: Krapohl, Johannes
- Date: 2007
- Subjects: Local government -- South Africa , Core competencies , Performance -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8571 , http://hdl.handle.net/10948/797 , Local government -- South Africa , Core competencies , Performance -- Management
- Description: In his 2006 State of the Nation Address, President Thabo Mbeki emphasised the need for the development of managerial competencies and other skills to empower the country’s municipalities to meet the needs of the community (Governance and Administration, 2005). In order to meet the needs of the local community, municipalities need to render effective and efficient services. The lack of relevant managerial competencies adversly influences the municipality’s capacity to deliver the required services. In addition, the uneven distribution of capabilities and capacity across different sections within a municipality also poses a great risk to municipal performance and equitable service provision over the medium term. Notwithstanding progress made to date, service delivery backlogs still exist in key areas that affect the daily lives of the community. Where these backlogs coincide with poor municipal capacity, the result is service failure and a government that is incapable of meeting its goals (Governance and Administration, 2005). The objective of the study is to assess the contemporary management competencies that are required to assist municipal management in addressing the challenges of a dynamic, uncertain and complex Local Government environment. A questionnaire was used to gather the perceptions of 26 senior managers. This sample constituted a response rate of 65 per cent of people employed by municipalities within the Eden District Municipality’s service area. The questionnaires were distributed to the senior managers by means of an identified contact person within each municipality. The empirical findings such as the mean, median, standard deviation and pvalues were calculated by means of MS Excel. The main findings of this research indicated that: • Presently the most developed managerial competencies were selfmanagement, strategic action, planning and administration and communication. • The least developed current competency was global awareness. • The managerial competencies regarded as the most important for the next ten years were planning, administration and strategic action. • Global awareness was regarded as the least important competency for the next ten years. This finding points to the need for developing the global awareness competency to ensure that Municipal Managers are more sensitive to cultural cues and are able to adapt quickly in novel situations.
- Full Text:
- Date Issued: 2007
Identifying financial success factors for SMMEs in the Eastern Cape
- Authors: Krog, Naomi Maria
- Date: 2007
- Subjects: Small business -- Finance -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8570 , http://hdl.handle.net/10948/792 , Small business -- Finance -- South Africa -- Eastern Cape
- Description: In March 1995, the South African government formulated the White Paper for the development and promotion of small business in South Africa to foster an environment in which small and medium enterprises could operate. SMMEs play an important role in job creation in South Africa. The survival of SMMEs is reliant on the abilities of the entrepreneur to succeed. An entrepreneur’s abilities and knowledge plays a very important role in the assessing process when applying for finance. There are various financial institutions in South Africa that have different criteria and turnover requirements to assess such applications. Financial institutions include banks, funds and privately owned institutions. The purpose of this study was to identify the financial success factors for SMMEs in the Eastern Cape. During the study, 32 success factors were identified. The most important factors amongst these include financials, knowledge of management, competition / market, past conduct of banking account, source of repayment, purpose, business ability / product, collateral, capital and industry risk / knowledge. These findings resulted in the various recommendations, as well as suggestions for further research opportunities.
- Full Text:
- Date Issued: 2007
An assessment of personnel accountability within manufacturing at Continental Tyre South Africa
- Authors: Liebenberg, Johann
- Date: 2007
- Subjects: Continental Tyre South Africa (Firm) , Responsibility -- South Africa , Self-management (Psychology) , Integrity
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8569 , http://hdl.handle.net/10948/741 , Continental Tyre South Africa (Firm) , Responsibility -- South Africa , Self-management (Psychology) , Integrity
- Description: South Africa as a country producing certain commodities is experiencing profound changes as a result of globalisation. Globalisation refers to the sourcing of goods from locations around the world to take advantage of national differences in the cost and quality of factors of production, such as labour, energy, land and capital. By doing this, companies hope to lower their overall cost structure and improve the quality or functionality of their product offering, thereby allowing them to compete more effectively. To remain competitive in a global environment, having personnel who are accountable for what they have control over, can help revitalise the business character, strengthen the global competitiveness of corporations, heighten innovation, improve the quality of products and services produced by companies’ world wide, and increase the responsiveness of organisations to the needs and wants of customers. Continental Tyre South Africa (CTSA) is a local and global supplier of tyres, and the global sourcing for tyres by sales divisions, requires CTSA to remain competitive on price in the global market. The overall purpose of the research was to assess the current level of personnel accountability on all levels within manufacturing at CTSA and to formulate recommendations to address the shortfalls identified through the research. The research methodology for this study comprised of the following steps: Firstly, the contextual elements that define accountability were researched; Secondly, the appropriate research methodology techniques were researched and applied. The current level of accountability was assessed in an empirical study which involved completing a questionnaire during structured interviews with respondents; and Thirdly, the data obtained from the questionnaires were analysed showing some areas of accountability, but shortfalls in other areas. The final step of this study entailed the formulation of recommendations to address the shortfalls identified in the different levels and elements of accountability namely: Responsibility, Ability, Means, Authority and Measurement.
- Full Text:
- Date Issued: 2007
The relationship between individual needs and the choice of incentive schemes in the South African Breweries
- Authors: Long, Allan
- Date: 2007
- Subjects: South African Breweries Ltd. Incentives in industry -- South Africa Workers' compensation -- South Africa Performance -- Management Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:800 , http://hdl.handle.net/10962/d1006119
- Description: After careful review of all the relevant literature pertaining to motivation, performance management and compensation in the form of incentives, this thesis focuses primarily on determining whether a statistically significant relationship exists between individual needs and the choice of an incentive scheme option. The secondary aims of the research are to determine whether: A relationship exists between the job grade of an individual and the choice of an incentive scheme. A particular incentive scheme option is preferred by the employees in The South African Breweries (SAB). A particular preference exists, and if so, to make recommendations to SAB for consideration as alternatives to their existing incentive scheme options. After collation of the survey data from the respondents in the sample, the analysis and discussion of the results determined that no significant relationship exists between individual needs and the choice of an incentive scheme option. It was, however, determined that a significant relationship exists between the grade of the employees in SAB and their choice of an incentive scheme. 81% of all respondents indicated a desire for shares as an option in their Short Term Incentives (STI) which indicates a desire for shares in some form or another and may well indicate a level of confidence and commitment by the employees to the organisation. Although the research hypothesis was not proven, significant insights into remuneration within SAB was obtained, which has resulted in recommendations being made for further research into the option of shares in some form or another in the organisation. A further recommendation for SAB is to consider some form of share options for all employees in the organisation. As many other organisations that are performing at remarkable levels attest this performance to share ownership and the behaviour that emanates from it, it would be in the interests of SAB to further investigate the issue as it may improve performance, ownership and retention within the company.
- Full Text:
- Date Issued: 2007
Assessing the use of international business strategies among automotive wiring harness manufacturers in the Nelson Mandela Metropole
- Authors: Mears, Michael
- Date: 2007
- Subjects: International trade , International business enterprises -- South Africa , Corporations, Foreign , International economic relations
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8741 , http://hdl.handle.net/10948/764 , International trade , International business enterprises -- South Africa , Corporations, Foreign , International economic relations
- Description: Since 1994, the opening up of the South African economy has presented South African companies with opportunities to exploit the bigger global market and also with challenges of competing with international companies. Companies must consider both external environmental forces and internal organizational factors before arriving at a suitable international strategy. This treatise explores the wiring harness industry in the Nelson Mandela Bay to determine whether the industry is adopting international strategies in line with globalization, thus ensuring sustained growth and profitability. A literature survey was conducted to discover the main strategies that are used by companies in order to achieve global competitiveness. These strategies were used in conjunction with Porter's (1990) theory of National Competitive Advantage to analyse the wiring harness industry in the Nelson Mandela Bay. Porter's (1990) theory of National Competitive Advantage was used to analyse the competitiveness of the wiring harness industry in the Nelson Mandela Bay. A questionnaire was developed to test the degree to which the wiring harness industry in the Nelson Mandela Bay is in agreement with the findings of the literature study. This information was used to determine whether the wiring harness industry in the Nelson Mandela Bay is following global trends to remain profitable.
- Full Text:
- Date Issued: 2007
Strategies for managing work related stress
- Authors: Müller, Elsie Franscina
- Date: 2007
- Subjects: Stress management , Job stress , Work -- Psychological aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8577 , http://hdl.handle.net/10948/742 , Stress management , Job stress , Work -- Psychological aspects
- Description: The objective of this study was to identify the strategies (primary, secondary and tertiary) that can be employed to manage work related stress. A questionnaire, was designed based on the strategies found in a literature study on the topic and used to gather inputs from academic head of department and lecturers. The questionnaire was delivered by hand to 18 potential respondents. All 16 questionnaires returned could be used. These were processed and analysed using Microsoft Excel spreadsheets. In general support was found for primary stress management strategies pertaining to work schedule, work load and work pace, job content, career development, the home-work relationship and work environment. Lifestyle management in terms of physical activities and a healthy diet were regarded as the preferred secondary stress management strategies. The strategies related to lifestyle management which were identified from the literature study were physical activities, healthy diet, relaxation techniques such as meditation and yoga. Support was found for tertiary stress management strategies but most of the respondents were not sure if their organisation offered any wellness, employee assistance or stress management programmes. Wellness programmes were indicated as a strategy that will have the most impact on reducing work related stress and employee assistance programmes (EAPs) ranked there after. Overall respondents indicated that they did not perceive their work as very stressful.
- Full Text:
- Date Issued: 2007
The influence of Micro-Finance Institutions (MFIs) on Micro and Small Enterprises (MSEs) in Kenya
- Authors: Ngatia, Ndiritu
- Date: 2007
- Subjects: Microfinance -- Kenya Financial institutions -- Kenya Small business -- Kenya
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:822 , http://hdl.handle.net/10962/d1009436
- Description: In Kenya, like in many developing countries, Micro and Small Enterprises (MSEs) have become the main focus for achieving the much-needed social and economic development and alleviating poverty. However, their development has been hampered by lack of access to appropriate financial and related services. Micro financing has been seen as a viable alternative to providing financial services to entrepreneurs in the MSE sector. The focus of this study was to explore the role of MFIs in the development of MSEs and to see if there are ways in which this role can be enhanced to better support the growth of MSEs. Such enhancement would contribute greatly towards government efforts to foster social-economic development. The results of the research indicate that generally, MFIs appear to have positively influenced the growth of MSE in Kenya and have potential to further influence MSE growth. There were however a number areas that if paid attention to could enhance this influence. These include the need for MFIs to offer supportive services as opposed to merely credit facilities to MSEs and the need for government intervention by putting in place a suitable Act to regulate the operations of MFIs.
- Full Text:
- Date Issued: 2007
An evaluation of building sustainability considerations in South Africa : a case of the SAIAB building
- Authors: Ngwadla, Xolisa
- Date: 2007
- Subjects: South African Institute for Aquatic Biodiversity Construction industry -- Environmental aspects -- South Africa Sustainable buildings -- Environmental aspects -- South Africa Sustainable buildings -- Design and construction -- South Africa Leadership in Energy and Environmental Design Green Building Rating System
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:821 , http://hdl.handle.net/10962/d1008375
- Description: The theory of sustainable development has received worldwide acceptance, and is characterised by the protection of environmental quality, social justice and economic development to ensure a quality of life for future generations. The concepts of sustainable development have transcended to all aspects of society, including the built environment through the Habitat Agenda and building sustainability rating tools. The thesis investigates the implications of sustainable development on how it relates to the building construction industry in South Africa. The study sought to evaluate the extent of consideration and motivation for the incorporation of sustainability criteria in building design, using the case of the South African Institute for Aquatic Biodiversity wet collection facility in Grahamstown. The goal of the thesis was achieved by evaluating sustainability considerations and barriers to adoption of sustainability criteria in the design of the SAlAB building, the rating of the building against the LEED ™ criteria, and evaluation of the applicability of the LEED ™ in the South African context. The importance of the research emanates from the fact that, despite the proliferation of sustainable development and sustainability rating tools in the world, there is no widely used building sustainability rating tool in South Africa, even though the country is industrialising with a very active built environment. The study therefore contributes to the body of knowledge necessary for the implementation of a building rating tool in the country, through an understanding of barriers to implementation. The research method used in the study was a case study with the intention of obtaining the design professional's considerations and challenges in the context of designing the SAIAB building. The case study used multiple data collection methods, with primary information obtained from interviews of professionals involved in the design of the building, whilst additional information was from analysis of technical drawings and review of literature on the subject. The findings of the research showed that there is an understanding of sustainability and consideration in the building industry even though there is no targeted intent to meet sustainability goals. The barriers to building sustainability were identified as lack of regulation, incentives, access to land, awareness, availability of professional codes and standards, economic costs and capacity. These barriers translated into a relatively low score, a silver rating for the SAlAB building when using the LEEDTM rating system. The implications of the findings suggests a need for the development of a comprehensive building sustainability rating tool suited for the South African context, with performance standards and a technical manual to support it. This should however be done in an environment where sustainability goals are supported by regulation and incentives have been developed.
- Full Text:
- Date Issued: 2007
An exploratory investigation of the factors that influence the retention of knowledge workers at the National Energy Regulator of South Africa
- Authors: Nompula, Thami Ignatius
- Date: 2007
- Subjects: National Energy Regulator (South Africa) Knowledge workers
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:771 , http://hdl.handle.net/10962/d1003892
- Description: The research, investigating how a selected group of former BETD graduates understand and implement the theory of reflective practice, is a qualitative case study carried out in the Kavango region of Namibia. The study was shaped by one of the major policy emphases in Namibia’s post independence teacher education reform process - that of developing reflective teachers who actively participate in curriculum planning and take educational decisions based on their own judgment. A basic assumption underlying the study is that effective educational practice is dependent on practitioners thinking about what they are doing and acting on their reflections to improve practice. The study found that a fundamental problem preventing these teachers from implementing reflective practice in accordance with the Namibian educational reform process, is that the participating teachers neither understand the exact meaning of reflective practice nor do they have a common or shared view of the concept, in spite of their common qualifications. A key contributing factor to their problems withimplementing reflective practice is the lack of a deep understanding of the reform epistemology and pedagogy revealed by the three former BETD graduates selected for the research. These are the teachers referred to in the first paragraph: The first teacher is Helena, a teacher at Duduva primary school, the second teacher is Kalishe, also teaching at the same school as Helena and the third teacher is Darius at Ntja Junior secondary school. The qualitative approach employed for the study served to illuminate and highlight specific issues related to the implementation of reflective practice that will be of considerable value for the researcher in her capacity as a teacher educator. These included among others: • The teacher’s need for an understanding of the key principles on which reflection is based and how to translate these into practice. • The need for teachers to have a clear understanding of the role that learners play in the reflective process. • The need to revisit the Basic Education Teacher Diploma (BETD) education programme, because for teachers to reflect they need a sound subject knowledge on which to base their judgments. These aspects, as well as the identification of the factors in the school system that contribute to the failure of reflective practice, provide a foundation for finding real solutions to the problems identified.
- Full Text:
- Date Issued: 2007