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An evaluation of the brand campus concept implemented at Mercedes-Benz South Africa: a case study

  • Authors: Samkange, Tichaona
  • Date: 2009
  • Subjects: Mercedes-Benz of South Africa DaimlerChrysler -- South Africa Consumer satisfaction Case studies -- South Africa Product management Case studies -- South Africa Brand name products -- Management Case studies Brand name products -- Valuation Case studies Marketing Case studies -- South Africa Brand choices Case studies -- South Africa Customer preferences Case studies -- South Africa
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:741 , http://hdl.handle.net/10962/d1003861
  • Description: Primarily, this research study was concerned with the evaluation of the brand campus concept implemented at then DaimlerChrysler South Africa in 2002, as a case study. Pretoria-based Mercedes-Benz South Africa (Pty) Ltd. (MBSA) is a subsidiary of global vehicle manufacturer Germany’s Daimler-Benz AG (DBAG). They are responsible for assembling, distributing and retailing, certain Mercedes-Benz and Mitsubishi vehicle brands, and spare parts. The landmark 1998 DaimlerChrysler global ‘merger of equals’ was preceded by the 1995 joint venture between Mercedes-Benz and Mitsubishi Motor Corporation. Consequently, three brands (Mercedes-Benz, Chrysler and Mitsubishi) were retailed and marketed under DaimlerChrysler South Africa (Pty) Ltd. (DCSA), positioned next to each other in the same showroom. This report identifies key challenges stemming from this approach, namely: brand strength dilution, more than 80 multi-franchised dealers and multi-branded showrooms, service capacity problems, old working environment and infrastructure, and perceived intra-brand competition. The research evidence suggests that these problems prompted then DCSA to launch the 2000 Dealer Network Strategy (DNS). In the grand scheme of things, the DNS intervention entailed partitioning the dealer network into five brand centres in five metro regions, and eighteen market centres in the rural areas. The brand campus concept was borne out of DNS and proved to be a masterstroke since, the primary focus was on streamlining the retail facilities for DCSA vehicle sales, service and spare parts for both the passenger and commercial vehicles. This study highlights key pillars of the brand campus concept, namely: profitability, brand focus, customer orientation and diversity. The challenge was to address seven major drivers of the brand campus concept, namely: after-sales vehicle support, vehicle service capacity, lead-times, spare parts availability, sales information propagation, behavior of sales personnel and the overall vehicle dealership appearance. Semi-structured interviews constituted part of the evaluation based on the perspectives of five customers, three dealer principals and two MBSA marketing executives. The research evidence, which also came from MBSA documentation and direct observation, shows that this innovative concept has been remarkably successful.
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  • Date Issued: 2009

A survey of organizational culture and organizational performance in a manufacturing company

  • Authors: Dom, Veliswa Virginia
  • Date: 2018
  • Subjects: Corporate culture -- South Africa -- Eastern Cape , Organizational behavior -- South Africa -- Eastern Cape , Factories -- South Africa -- Eastern Cape , Analysis of variance , Shift systems -- South Africa -- Eastern Cape , Employees -- Rating of -- South Africa -- Eastern Cape , Competing Values Framework (CVF)
  • Language: English
  • Type: text , Thesis , Masters , MBA
  • Identifier: http://hdl.handle.net/10962/61861 , vital:28069
  • Description: The purpose of this research was to explore the relationship between organizational culture and organizational performance in a manufacturing company. This company supplies metal products to the motor vehicle manufacturing industry, where the quality and quantity of parts produced is of paramount importance, since the buyers of these products are quality conscious. The organization has three production shifts that rotate each week. Anecdotal observations are that irrespective of the time that a shift operates over the course of the month, the different shifts tend to perform at different levels in terms of quality and quantity of output. This study therefore sought to investigate if these differences between shifts are statistically significant, and if so, whether these shifts also have differences in organizational culture. Components of organizational culture include values, norms, beliefs, attitudes, principles and expectations that give the organization a unique personality and differentiate it from other organizations. While the literature indicates that qualitative or quantitative approaches can be used in organizational culture research, this research adopted the quantitative approach, making use of the Competing Values Framework (CVF). The CVF is a four-category organizational culture typology established by Cameron and Quinn (2006). The framework is based on two dimensions: stability or flexibility of the organization, and external or internal focus. In this research, the CVF was used as a measurement tool to evaluate organizational culture. In order to determine differences in organizational culture between shifts, a survey was undertaken (N=138) which measured employee perceptions pertaining to the existing organizational culture of each of the three production shifts at the company. Secondly, differences in performance between the shifts were examined by using the performance data for a three-month period for each shift in terms of quantity and quality. This data was obtained from the management of the production process at the company. Statistical analysis was done using ANOVA to analyse the differences between the shifts. The findings indicated that the dominant existing organizational culture at the company under investigation is a clan culture. Furthermore, there is a statistically significant difference between the cultures of all the three shifts at the manufacturing company. The results also indicated that there is a statistically significant difference in the quantity and quality of production between the three shifts. In conclusion, the research indicated there are differences in culture and in performance, but given the nature of the data, it was not possible to statistically analyse the relationship between shift culture and performance. However, it is conceivable that cultural differences between shifts may be contributing to performance differences. With regards to further research, it is recommended that this research be extended to other branches of the manufacturing company in other regions, in order to determine whether there are any significant differences in culture and performance between these branches and their shifts. Research could also be extended to other South African organizations to create a sufficiently large sample of shift and/or business units, so as to be able to do statistical analysis of the relationship between culture and performance.
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  • Date Issued: 2018

The evaluation of environmental reporting by publicly listed South African banks

  • Authors: Oduro-Kwateng, George
  • Date: 2010
  • Subjects: Environmental reporting -- South Africa Banks and banking -- South Africa Social responsibility in banking -- South Africa Social responsibility of business -- South Africa Environmental protection -- South Africa Environmental economics -- South Africa Economic development -- South Africa -- Environmental aspects Environmental management -- South Africa Climatic changes -- South Africa Coalition for Environmentally Responsible Economies Global Reporting Initiative Standard Bank Limited Nedbank ABSA Bank
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:740 , http://hdl.handle.net/10962/d1003860
  • Description: Recently, bankers have come to realise that banking operations, especially corporate lending, affect and are affected by the natural environment and that consequently, the banks might have an important role to play in helping to raise environmental standards. Although the environment presents significant risks to banks, in particular environmental credit risk, it also perhaps presents profitable opportunities. Stricter environmental regulations have forced companies to invest in environmentally friendly technologies and pollution control measures and in tum generated lending opportunities for bankers. This research examines the corporate practices of three of the four dominant banks in South Africa with respect to the environment, focusing on issues of climate change and environmental risk management by way of reporting and disclosure to all stakeholders. The emphasis on environmental reporting by South African banks has been reinforced by the latest release of the King III Report on Corporate Governance in South Africa. Global governance requires that the triple-bottom line should be applied in all corporate undertakings due to globalisation and trade liberalisation; however, the banking sector has responded poorly to the clarion call. The false view that the banks have no significant relationship with environmental degradation is being disproved. Environmental management is a huge and massive reconstruction of what has gone wrong with nature by human influence. The South African banks have had to face with the challenging tasks of reporting on the direct and mostly the indirect impacts of their environmental activities. Based on the three sampled banks which incidentally had greater percentages of the market capitalizations, the banks have fairly performed in environmental reporting. For example, Standard Bank (SA) Ltd has just signed the Equator Principles in 2007 implying corporate lending was done in 2007 without any respect to environmental impact assessments by corporate borrowers. Consequently, environmental reporting was not done to facilitate informed decision-making by stakeholders mostly shareholders and the communities where borrowers tun businesses. The objective of this research study is to investigate the extent and quantity of/voluntary environmental disclosures in the annual and sustainability reports of the banks listed on Johannesburg Stock Exchange. The periods examined were those subsequent to the release of the Exposure Draft Coalition for Environmentally Responsible Economies (CERES) Global Reporting Initiatives (GRI) issued in 1999. Using content analysis to focus on the environmental aspects, the research study compared three annual reports and three sustainability reports of 2007 year for the three sampled banks in order to evaluate reporting practices in the period surrounding this intervention. The results suggest a trend to triple bottom-line reporting and the extent and quantity of environmental information, albeit in specific categories.
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  • Date Issued: 2010

Service quality importance-performance analysis as a strategic tool for management : the exploration of key customer satisfaction drivers in a South African electricity utility

  • Authors: MacColl, Barry
  • Date: 2004
  • Subjects: Eskom (Firm) Electric power distribution -- Customer services -- South Africa -- Eastern Cape Electric power distribution -- South Africa -- Eastern Cape -- Quality control Customer services -- Quality control Customer services -- Rating of -- South Africa
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:806 , http://hdl.handle.net/10962/d1006972
  • Description: This research was initiated due to declining customer satisfaction indices in the Southern region of Eskom, an electricity utility in South Africa. Given the link between customer satisfaction and purchase intentions, the sustainability of the business is at stake. The validity of the current MaxiCare survey tool is questioned and explored, as is the congruence of management and customers' perceptions regarding the key service quality constructs in the industry. The study's objective was to provide management with a reliable and valid customer satisfaction survey instrument as an alternate to the existing tool and to use the knowledge gained through the research process to recommend improvement strategies aimed at closing specific satisfaction gaps identified. The research was performed in two stages; firstly, semistructured interviews with customers and management to gain an understanding of the most important satisfaction dimensions. These influenced the design of a survey instrument based largely on the SERVPERF tool with the inclusion of importance ratings per item in the second stage. The quantitative survey results were used to assess the reliability and validity of the research and to suggest areas for future work. The results show that communication, quality of supply, assurance and price are uppermost in the consumer's mind. Tangibles are not significant and the inclusion of empathy is inconclusive. Management and customer perceptions at a macro level are closely aligned, however the two populations are not in agreement as to the underlying micro considerations. Similarly, the MaxiCare instrument is found to be valid as a macro indicator but lacks sufficient detail to be useful as a strategic tool and needs to be supplemented with additional sources of market information. The survey instrument used in the second phase is both descriptive and reliable but the number of factors it measures, the mix of items and the inclusion of the 'importance' dimension need further refinement to improve its validity. Future revisions of the tool will provide management with specific information that allows them to focus improvement strategies on disgruntled customers and their key service issues.
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  • Date Issued: 2004

A survey of customer satisfaction, expectations and perceptions as a measure of service quality in SANBS

  • Authors: Mququ, Mpumzi H
  • Date: 2006
  • Subjects: South African National Blood Service Consumer satisfaction Customer services -- Quality control Customer services -- Rating of Blood banks -- Quality control -- South Africa
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:767 , http://hdl.handle.net/10962/d1003888
  • Description: The purpose of the study is to evaluate the service quality that the SANBS provides to its customers, by measuring customers’ perceptions and their expectations of service quality provided by the supplier of blood transfusion services. The organization that is used for this study is the South African National Blood Service (SANBS). Specifically the study seeks to: 1. Determine the extent to which customers are satisfied or not satisfied with the service they receive from the SANBS using the ten-dimensional format of SERVQUAL model, modified to the specific service quality requirements of the blood transfusion service industry. 2. Establish customers’ perceptions of the service they receive using a multiple-item scale (SERVQUAL) for measuring consumer perceptions of service quality. 3. Establish customers’ expectations of the service, and compare them to their perceptions of the service they currently receive. The comparison is made along each service quality dimension, across different parts of same service on a geographical basis, and across different customer groups on a customer category (or type) basis. 4. Recommend implementation of appropriate service quality performance improvement procedures where necessary. Study design and methods: The data for the study came from the SANBS’ customer perception and expectation survey conducted in 2005. Questionnaires were sent out to hospitals that use products and services provided by the SANBS in the Eastern Cape and KwaZulu-Natal Provinces of South Africa. The questionnaire was based on the multiple-item SERVQUAL model for measuring consumer perceptions of service quality, modified and tailored to specific service quality requirements of the blood transfusion service industry. Questionnaires were sent out to 113 (69.3%) hospitals out of a total of 163 blood-utilizing hospitals in the two provinces. Of the 113 hospitals, 92 (81.4%) responded, with questionnaires rendered unusable. The final sample size is 88 and is included in the final study database. The data is analyzed by comparing different parts of the service on a geographical basis namely KwaZulu-Natal and Eastern Cape zones. The data is also analyzed by comparing different customer groups namely the Rural State Hospitals, the Urban State Hospitals and Private Hospitals. Results: The result confirms the research (alternative) hypothesis (H1 : μ1 ≠ μ2), and rejects Ho. The overall expectations ratings are higher than the perceptions ratings, and the KwaZulu-Natal expectations ratings are higher than the Eastern Cape ratings. The expectations of private hospitals and rural state hospitals have a higher rating than that of urban state hospitals and the perceptions of private and urban state hospitals have a higher rating than that of rural state hospitals. The largest service quality gap is the accessibility dimension which relates specifically to approachability and ease with which customers can access staff at different levels of the organization by e-mail, and includes accessing of knowledgeable blood bank personnel and medical staff of SANBS, but may also relate to the distance of hospitals from the nearest blood bank, all of which are situated in urban state hospitals. The mean difference for accessibility is the highest followed by the understanding customer mean difference. The mean differences for the other dimension categories are significantly less than that of the largest two dimensions, but not significantly different amongst themselves. The mean difference for rural state hospitals is the largest followed by private hospitals and urban state hospitals. The mean difference for rural state hospitals is greater than that for urban state hospitals in both zones, but the mean difference for private hospitals is greater in KwaZulu-Natal than in the Eastern Cape. The dimension means of differences for rural state hospitals are greater than that for urban state hospitals. According to the correlations between expectations and perceptions for different dimensions, there is a weak or no linear relationship between expectations and perceptions. Conclusion: This empirical study supports the literature on the provision of service quality, and concludes that there is a statistically significant difference or gap between the services offered by the SANBS as perceived by its customers, and the expectations of its customers. The study substantiates the need for management of blood transfusion services to take into account customer perceptions of service quality and their expectations, and upon identification of gaps, to implement appropriate service quality improvement processes, rather than take a one sided view of their (SANBS’) own perception of service quality.
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  • Date Issued: 2006

The influence of individual employee performance metrics on a sub-culture in a professional services firm in Durban, South Africa

  • Authors: Zvarevashe, Marshall
  • Date: 2013
  • Subjects: Performance -- Evaluation Corporate culture -- South Africa Organizational effectiveness Leadership Management -- South Africa Organizational behavior -- South Africa
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:714 , http://hdl.handle.net/10962/d1001868
  • Description: In today’s fast paced and global economy, competitive advantage is increasingly focused more on organisational behaviours rather than on the traditional tenets of land, labour and capital. Going beyond the traditional, organisations that are best able to get the most and the best out of their people are the ones most likely to perform better. This study aims to build an understanding of how culture is influenced by individual employee performance metrics that are used in an organisation. Previous research has been done in the broad fields of organisational culture and employee performance metrics separately, but no studies were identified in literature that focused on the interaction of the two concepts specifically. Therefore, this study seeks to answer the following research question: How do individual employee performance metrics influence sub-culture in the context of a professional services firm in Durban? This study predominantly focused not on performance at the organisational level, but rather the more granular level of individual employee performance metrics and sub-culture in one of the divisions of a professional services firm. This qualitative study explores the multiple perspectives of reality of ten of the 32 managers in the Advisory division of a professional services organisation, regarding how individual employee performance metrics influence their world view of work, or the way they perceive, think, feel and interact in the world of work. The focus of the study was limited to one department, in one branch of a multinational organisation and focused only on the horizontal layer of the “manager group” within the staff levels. Semi-structured, in-depth and face-to-face interviews were conducted with these managers as a means of gathering and saturating data. Interviewees were identified using a stratified sampling from the group of managers in the Advisory division. Open coding and constant comparison was used to analyse data. Page ii of viii The results of the study show that managers had very varied and complex perceptions of how the individual performance metrics used to assess their performance influence the sub-culture of their world of work. The key findings manifested that misuse and abuse of performance metrics by leaders, leadership bias in respect to recognition, reward and remunerations, the predominant focus of the division on the bottom line and emphasis on success at all cost, and low employee morale were all aspects of performance that impacted on how employees behaved in the division. The effect of these factors on the managers operating in this division was that there were low levels of employee commitment which were experienced through low morale and reduced productivity; managers felt that there was a restriction in the development of their careers, all of which resulted in a disregard to values of the organisation. This study reflects how the reward and recognition system using the balanced scorecard has shifted the focus of the department away from the organisation’s espoused values. This has resulted in various leadership and management questions for the leadership of the division in this study. This research also adds to existing literature that links performance and culture within the organisational context that it goes beyond the prevalent themes in literature which focus on performance at the organisation level. This study focuses on performance at the employee level and in particular in a professional services firm in South Africa. The study has three interrelated sections which are however considered as standalone. The first section is an evaluation report based on the Advisory division of a professional services firm in Durban, South Africa, and consists of a literature review, the methodology followed in conducting the study, results and the discussion thereof. The report also highlights limitations of the study, recommendations and the perceived value of the study. The report ends with a summary in the form of a conclusion. Section 2 comprises a more comprehensive literature review while Section 3 documents the research methodology followed in the study.
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  • Date Issued: 2013

An evaluation of the quality of customer service provided to large power users by Eskom in the Eastern Cape

  • Authors: Caza, Akhona Nobusi
  • Date: 2014
  • Subjects: Eskom (Firm) -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Quality control , SERVQUAL (Service quality framework) , Gap analysis (Planning)
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:862 , http://hdl.handle.net/10962/d1020610
  • Description: The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommendations. Section two consists of a review of the key concepts identified for this study as follows: (a) defining customer service quality by looking at the concepts of the customer, service, quality and the dimensions of quality, (b) the importance of service quality, (c) the components of service quality in Eskom, (d) models of service quality, and (e) the SERVQUAL model used in this study. Section three consists of the detail of the research methodology used to conduct this study. The Gap Model of Service Quality (Parasuraman et al., 1985:44) is evaluated in order to understand the gaps between expected and perceived service. The provider gap (Zeithaml et al., 2006: 34) is also reviewed in order to identify the gaps that occur within the organisation. An extensive review of customer service quality models is undertaken before a discussion of the SERVQUAL model, which was used in this evaluation study, is provided. The researcher adopted the critical realism research paradigm and quantitative data was collected from a sample of 120 Eskom customers within the LPU customer segment in the Eastern Cape. These customers were randomly selected from the Eskom Customer Care and Billing database and comprised customers from Port Elizabeth, Aliwal North, Mthatha and East London Areas within the Eastern Cape. The data was collected online through a questionnaire which was based on SERVQUAL and modified for electricity services. The quantitative data obtained from the study is presented in the form of tables and graphs created from the data obtained from the 45 customers who responded to the questionnaire. The gaps between LPU customer perceptions and expectations were calculated for the five SERVQUAL dimensions. The research identifies the existing gaps in the service delivered by Eskom; this is based on the perceptions and expectations of the LPU customers in the Eastern Cape, who participated in the study. The results reveal that gaps exist between LPU customer perceptions and their expectations of the service provided by Eskom in the Eastern Cape. The key findings reveal that the largest gaps are within the reliability and empathy dimensions and the smallest gap is in the tangibles dimension. The recommendations were made on the basis of the gaps which were identified and these focus on the training of the front line staff responsible for servicing customers. It is recommended that this training should include an overview of the organisation’s policies and procedures to enable employees to respond adequately to customer queries. Recommendation is also made on training staff to interact with customers effectively in order to resolve customer queries satisfactorily. Finally, it is recommended that regular assessments of the existing customer service quality levels are conducted in order for the organisation to remain aware of the current customer perceptions and expectations
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  • Date Issued: 2014

Developing a performance measurement tool to monitor the performance of a public sector agency : a balanced scorecard approach

  • Authors: Lisani, Ncedo
  • Date: 2015
  • Subjects: South Africa. Economic Development Department , South Africa. Department of Environmental Affairs and Tourism , Performance -- Measurement , Performance -- Management , Public administration -- South Africa -- Eastern Cape
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:848 , http://hdl.handle.net/10962/d1017515
  • Description: The world has seen unparalleled pressure put on the public sector to improve the speed and quality of service delivery, whilst simultaneously employing measures to cut the costs. South Africa and the Eastern Cape have not been immune to this as there have been complaints and demonstrations from various national and provincial stakeholders demanding more and improved services. The Department of Economic Development, Environmental Affairs and Tourism (DEDEAT) in particular has employed the services of public entities in its quest to realise government’s socio-economic developmental objectives and ease some of the service delivery pressures. These agencies are unfortunately struggling to deliver and the Department is unable to play the oversight role it is legislatively mandated to carry out. The main reason for this seem to be the lack of the capacity to objectively track and measure the performance of these agencies. As they say “you cannot manage what you cannot measure”. This is despite the fact that there is a shareholders’ compact and many other measures in place to enable performance monitoring. Also, the public sector is known to have inherent and unique performance management challenges like broad and vague objectives which lead to too many measurements, a propensity to focus on the “easy to measure” but often irrelevant indicators at the expense of critical outcomes and a short-term orientation that is usually fuelled by political expediency. Against this background, this study sought to make use of a comprehensive and dynamic performance monitoring framework, namely the Balanced Scorecard (BSC), to explore its potential use in assisting government to monitor the performance of public agencies, in particular the Development Finance Institutions (DFI) in South Africa. The proposed framework helps government to focus on the performance drivers of future value, and what decisions and actions are necessary to achieve critical outcomes. The aim of the study therefore is to develop an adjusted BSC framework to monitor the activities of a public sector agency and thus demonstrate how a BSC framework could be used to monitor a public agency by the government department. The study is evaluative in nature and is divided into three sections. Section one is presented as an Evaluation Report. It sets the scene, discusses briefly the key theoretical concepts, outlines the research methods used and presents the findings followed by a discussion and recommendations. Section two delves into the literature in more detail, providing a more extensive review of the literature that informed the investigation, whilst section three provides a more extensive description of the research methodology employed in the study. To achieve the aims of the study, the research drew from the work of various authors in the field including that of Bigliardi, Dormio and Galati, 2011; Bititci, Garengo, Dörfler, and Nudurupati, 2012; Julyan, 2011; Kaplan and Norton, 1992, 1993, 1996, 2001, 2004 and 2006; Niven, 2003 and 2008 and Northcott and Taulapapa, 2012. Also, five BSC perspectives - including the programme specific “equity” perspective - were used to develop an interview schedule. These were used to formulate the key performance objectives and indicators, based on the stakeholder’s responses. These respondents have experience within the programme as administrators, beneficiaries and funders. The research employed purposive sampling with semi-structured in-depth interviews and document analysis as primary and secondary instruments for data collection. In essence, five officials from the agency, one from DEDEAT and two co-operatives participated in the research. The results indicate a general appreciation of and gravitation towards outcome based measures, even though the government culture of focusing on outputs is still prevalent. The results of the study indicated that, generally, a government - public agency BSC based performance monitoring framework would have the following features:  Customer objectives and programme mission as the main goal and this will provides clarity at all levels on who the customers are and what are their primary requirements.  Clear, visible and stringent financial controls as the agency is administering public resources.  Few carefully selected processes and systems that have a direct and positive impact on the customer objectives. Deliberate and consistent efforts to promote the participation of designated groups in the economy of the country.  Comprehensive indicators on capacity building as “mission based-organisations rely heavily on skills, dedication and alignment of staff”. Overall, the study concludes that the make-up of the BSC is beneficial to the public sector and in monitoring the public sector agencies for the following reasons:  It helps the agency to focus on customers and their needs.  It forces the agency to engage and communicate strategic intention with both internal and external stakeholders and thus synchronize competing stakeholder needs.  It forces the agency to limit the number of indicators and therefore select the few value adding measures that are aligned to customer outcomes.  Through its cause and effect relationship, the agency is compelled to align all the resources, activities and processes to the main goal of the entity. All these help to minimize the principal agent problem, as the use of the BSC can bring clarity on strategy and expectations, provided it is supported with regular communication.
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  • Date Issued: 2015

An investigation of support services available for black female owners of bed & breakfasts in Makhanda

  • Authors: Mdluli, Lukhona Silubonile
  • Date: 2021-04
  • Subjects: Bed and breakfast accommodations -- South Africa -- Makhanda , Businesspeople, Black -- South Africa -- Makhanda , Business enterprises, Black -- South Africa -- Makhanda , Women-owned business enterprises -- South Africa -- Makhanda , Government aid to small business -- South Africa , Small business -- South Africa -- Makhanda , Racism -- South Africa -- Makhanda , Businesswomen -- South Africa -- Makhanda
  • Language: English
  • Type: thesis , text , Masters , MBA
  • Identifier: http://hdl.handle.net/10962/177181 , vital:42797
  • Description: Over the last 26 years, the South African government has committed to SMME development. To do this, policies and support institutions were put in place which would create a favourable environment for SMME development. This was particularly important as after 1994, when the South African economy was re-integrated into global markets after years of having sanctions imposed against the country as a result of the apartheid system. The tourism industry was identified as one of the key economic drivers which would strengthen the economy and assist in job creation, especially since South Africa would be able to attract international tourists. Further, it created the opportunity for new participants to enter the industry, including black entrepreneurs who previously could not enter the industry as a result of the apartheid laws. The opening up of the country to international markets and the focus on the tourism industry also presented the opportunity for new forms of tourism to be explored including township tourism, which gave rise to the black-owned bed & breakfast sector. Over time, it has become evident that black entrepreneurs in this sector are facing a number of challenges, in spite of the pro-SMME policies and support institutions that are in place. Because this study seeks to investigate the support services available for black female bed & breakfast owners in Makhanda, a qualitative research approach using the interpretative theoretical framework was applied. By using semi-structured interview questions, to establish what challenges do black female bed and breakfast owners face the researcher was able to respond to the following; what participants identify as their needs; and whether they are able to access the support services that are made available by the Government. Results indicated that the majority of entrepreneurs have difficulty accessing funding to develop their businesses. The seasonality of Grahamstown/ Makhanda tourism businesses has its pros and cons for tourism entrepreneurs. Despite efforts by government to transform the tourism industry, black female entrepreneurs in this industry still experience a myriad of challenges, including passive racism. Insufficient institutional support and inaccessible support services for women have made it difficult to manage in this this environment. Thus, a recommendation is put forward for female focused entrepreneurship policy, which is more responsive in terms of a judicial and legal system(s) aimed at addressing women’s particular needs and challenges. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2021
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  • Date Issued: 2021-04

Waste management in the pharmaceutical industry : an evaluation report of Dr Reddy's Laboratories

  • Authors: Letsitsi, Ezekiel Tebogo
  • Date: 2013
  • Subjects: Pharmaceutical industry -- Waste disposal -- Case studies Hazardous wastes -- Management -- South Africa Hazardous wastes -- Management -- Law and legislation -- South Africa , Dr Reddy's Laboratories
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:718 , http://hdl.handle.net/10962/d1001872
  • Description: The pharmaceutical industry must worry about managing pharmaceutical waste as it poses a health risk to human beings and its presence in the environment can also contribute to loss of biodiversity. Ngwuluka, Ochekpe, and Odumosu (2011: 11259) state that “Pharmaceuticals, though used to treat and manage diseases, are poisons, which justify the growing concerns about their presence in the environment.” Various forms of pharmaceutical waste exist, Ngwuluka et al. (2011) identified the following forms of pharmaceutical waste: Expired dosage forms, non-reworkable formulations, spilled pharmaceuticals, rejected active pharmaceutical ingredients, expired active pharmaceutical ingredients, and wastewater resulting from the water used for process operations during manufacturing and could come from the water used to clean equipment, pipes and floors, and would contain amongst other materials, chemicals and active pharmaceutical ingredients (APIs). A review on the pharmaceutical industry and the progress they have made in environmental management by generating health, safety and environmental programs, preventing pollution, waste minimization, recycling and reusing materials, investing in projects and facilities to ensure environmental sustainability have been established (Berry & Rondinelli, 2000). Dr. Reddy’s Laboratories is an Indian based pharmaceutical company which imports, markets and sells medicines in South Africa. Dr. Reddy’s has plans to set up a manufacturing plant in South Africa. The purpose of this study is to research waste management practices at Dr. Reddy’s plant in India and to draw parallels between India’s and South Africa’s waste legislation. This is to enable Dr. Reddy’s to review all aspects of its waste management systems, in order to revise where necessary and to improve the overall achievement of its waste management objectives in order to become a more sustainable organisation and to meet South African Waste legislation before setting up a plant in South Africa. 3 ii. Objective of the Evaluation Report The purpose of this research is to evaluate and analyse the development and implementation of a waste management system in a pharmaceutical company, specifically Dr. Reddy’s Laboratories. This is primarily to enable the company to review and analyse all aspects of waste management pertaining to pharmaceutical manufacturing and to revise or improve where necessary to ensure adherence to waste regulations as outlined by government. The following research goals have been also been identified:  To identify and describe waste management practices at Dr. Reddy’s Laboratories, on the inherent assumption by the researcher that the company has a successful waste management strategy that would need to be reviewed to identify areas of improvement before expanding manufacturing facilities into South Africa.  To evaluate, assess and compare similarities and/or differences between the identified South African Legislation for Waste Management with those identified during research conducted at Dr. Reddy’s iii. Importance of the Research Conducted Waste Management is important in that it not only removes from the environment, substances that can be harmful to humans and animals but it also enables an organisation to be more sustainable. According to Seadon (2010: i) “Integrated waste management is considered from a systems’ approach, with a particular emphasis on advancing sustainability”. The study will provide guidance to senior management, shop floor managers and employees who work in Dr. Reddy’s manufacturing plants as well as overall employees at Dr. Reddy’s on how to successfully implement a Waste Management programme to enhance sustainability at the organisation and realise the benefits to the organisation of being more sustainable. Weybrecht (2010) identified the following benefits that companies could gain by adopting sustainable waste management practices: reduced costs, resource preservation, keeping up with legislation, enhanced reputation, business differentiation from competitors, and attraction and retention of quality employees, and customer need satisfaction amongst many other benefits. This research needs to address the gap in analysing waste management practices (with more emphasis on waste treatment, waste minimisation, re-use, recycling and disposal), and implementation and understanding of waste management in the pharmaceutical industry as prior research was done mostly in other chemical industries and not to a large scale in the pharmaceutical industry. South African Waste Legislation, Indian Waste Legislation (as Dr. Reddy’s is based in India), as well as International Pharmaceutical Waste Management Guidelines, and International Pharmaceutical Good Manufacturing Practices provide a framework and benchmark of leading pharmaceutical waste management practices that can guide Dr. Reddy’s Laboratories’ leadership into integrating their waste management practices into their plans of setting up a manufacturing plant in South Africa. 5. Research Methodology This is evaluation research in the form of a case study and the data collection method employed is the conduction of a survey through questionnaires. The evaluation research also involves a document analysis of the organisation’s 2011 and 2012 annual reports, Dr. Reddy’s 2010 Sustainability Report as well as literature compiled by the organisation’s Corporate Communications Division. The research would also include review of existing literature on waste management. v. Structure of Dissertation This dissertation consists of three sections. Section 1: The Evaluation Report The section introduces the research area, provides the objectives of the research, provides contextual background information and describes the rationale for conducting the research. This section further describes Dr. Reddy’s waste management practice as outlined in relevant company documentation; it is also intended to highlight the specific waste management processes that were followed in the formulation and implementation of the waste management strategy. This section further describes the sample and presents the results of the survey, where the results are collated and reviewed in the context of the criteria set in the South African Waste Legislation, Indian Waste Legislation, as well as in International Pharmaceutical Waste Management Guidelines, and International Pharmaceutical Good Manufacturing Practices. The overall findings of this case study suggest that although management at Dr. Reddy’s are satisfied with waste management practices and results achieved at it manufacturing plant, there is however dissatisfaction amongst employees who believe the organisation has not successfully disseminated information and sufficiently trained them on waste management policies, processes and practices. There is therefore a desire amongst employees to be trained and to see the company improve on its waste management processes, this desire is a very important attribute as it indicates that employees at Dr. Reddy understand and are committed to the importance of waste management. Future research should be conducted to measure the legal impact of non-compliance to legislation governing waste management in the pharmaceutical company. Section 2: Literature Review The objective of the literature review is to provide a critical assessment and evaluation of previous research in the field of waste management in general as prior research was done mostly in other industries and not to a large scale in the pharmaceutical industry. The literature review evaluates the key elements of an effective waste management strategy implementation and is followed by a review of literature pertaining to the description of Pharmaceutical waste. Section 3: Research Methodology This section presents a description of how the work in this research was conducted. It presents the research process followed in compiling this case study, represented by the aims and objectives, research methodology and design, data collection techniques and data analysis.
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  • Date Issued: 2013

Diagnosing organizational effectiveness in the tourism sector of Zanzibar

  • Authors: Raja, Sanjay Kanji
  • Date: 2012
  • Subjects: Organizational effectiveness -- Zanzibar Management by objectives -- Zanzibar Tourism -- Zanzibar Tourism -- Management -- Zanzibar Job satisfaction -- Zanzibar Employee motivation -- Zanzibar
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:780 , http://hdl.handle.net/10962/d1003901
  • Description: The tourism sector in Zanzibar Tanzania has emerged strongly in the past 15 years, helping the development of other Industries that support it. As a result, Industries such as telecommunication, IT, transport and hospitality have also emerged recently. It is, however, speculated that organizations in the tourism sector in Zanzibar generally lack the effective performance that is required of them to compete in the contemporary complex and turbulent market environment. This research thus set out to explore and diagnose the organizational effectiveness of the accommodation units of the tourism sector in Zanzibar. The research had specific objectives of diagnosing and finding the gap between the current and the optimal organizational performance in two particular units of accommodation as well as determining the factors affecting organizational performance in these units. The study furthermore set out to recommend implementation of suitable intervention activities to improve organizational performance in the units analyzed. In order to achieve the above objectives the research deployed an action research strategy with the Weisbord’s six box model as a framework to diagnose two five star grade accommodation units in Zanzibar. A qualitative method was used to collect data. Key findings of the research are briefly presented below: - The service output of the accommodation units analyzed was not very consistent and fell short of the expectation of their customers. This showed a gap in terms of the organizations’ performance. - Factors affecting organizational effectiveness were found to be mainly in the Purpose and Rewards functions of the organizations. - The specific areas in the Purpose function that appeared to have substantial problems were: -- Goals of the organization were not clearly stated -- Employees did not understand the purpose of the organization -- Employees were not involved in deciding their work unit goals -- Employees were not in agreement with the goals of their work units. -- Employees did not understand priorities of the organization The specific areas in the Reward function that appeared to have substantial problems were: -- The pay scale and benefits of the organization did not treat employees equitably. -- Employees felt that the salary they received was not commensurate with the jobs they performed. -- Not all tasks to be accomplished were associated with incentives. Following the diagnostics findings above, the research suggested the following intervention activities that could possibly help to address the above mentioned problems: - A Management by Objectives (MBO) process was suggested to redress the problems indicated in the Purpose function. This would help to set clearly agreed goals at all levels of the organizations. Employees and resources would then be directed towards achieving these goals that would enable the organizations to perform more effectively. - Revision of the current reward system was suggested to redress the problems indicated in the Reward function. The reward system should be implemented in a manner that creates a feeling of both internal as well as external (market) equity among employees. Furthermore, rewards should be linked to performance in order to direct behaviour and motivation among employees. The performance based reward system can also help to achieve the MBO process proposed above since rewards will be designated for achievement of individual, departmental and finally organizational objectives, thus increasing organizational effectiveness.
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  • Date Issued: 2012

Member perspectives on the role of social capital in the success of the Heiveld Cooperative in the Northern Cape, South Africa

  • Authors: Carlisle, Juliet Hazel
  • Date: 2014
  • Subjects: Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:825 , http://hdl.handle.net/10962/d1011734 , Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
  • Description: The aim of this qualitative study is to explore the perspectives of current members of the cooperative regarding the role of social capital in the success of the Heiveld Cooperative on the Suid Bokkeveld in the Northern Cape, South Africa (SA). This cooperative has been cited by several researchers as being successful for various reasons, including the existence of a marketable resource, a steady increase in production, and certification through Fairtrade, resulting in an export market. Social capital, as a contributing factor to the success of the cooperative, has not however previously been investigated in depth. In light of the unique success of this cooperative, it is important to obtain an in-depth understanding of the role of social capital, if any, in its success, particularly in the formation and day-to-day operation of the cooperative. With a particular focus on the members’ perspectives of the cooperative, this qualitative research adopted a case study approach to explore and to gain multiple and subjective understanding of the role played by social capital in the success of the Heiveld Cooperative. This may assist the organisation under study, as well as similar initiatives, in strategically harnessing the benefits of social capital as a resource in future. This report has three interrelated sections. The first part is an academic paper, which includes a condensed literature review, research methods, results and discussions. The second part is an expanded literature review, while the third section details the research methods. It is vital to note that these sections are separate, but interrelated. Convenience sampling was used to identify current members of the cooperative who participated in this exploratory qualitative study. Four heterogeneous focus group discussions, with a total of 44 members of the Heiveld Cooperative in the Suid Bokkeveld, were conducted. The focus groups were heterogeneous, as they included ordinary members, founding members and committee members. A guideline with questions based on the theory of social capital was developed, and used to initiate or stimulate discussion among the members of the cooperative in order to address the key research question, namely: What was the role of social capital, if any, in the success of the Heiveld Cooperative in the Northern Cape as perceived by current cooperative members? The primary source of data was collected through focus group discussions, while secondary data was obtained from documents in a form of internal reports and papers written for the Heiveld Cooperative. Data was analysed using open coding and constant comparison techniques in order to induce emerging themes from the data. Findings of this study revealed that social capital played a major and influential role during the inception and also in the successful operation of the Heiveld Cooperative, by bonding and bridging not just between individual members, but also between communities, trading partners and other collaborators. Another key finding of this study is that social capital was also critical in enhancing supportive knowledge sharing, and the promotion of pride and shared identity, which the study identifies as aspects of cognitive social capital. Interestingly, the cognitive dimension of social capital in the Heiveld Cooperative has contributed to the weakening of social capital, as evident in claims related to lack of transparency and procedural injustice. Last, but not least, leveraging the sense of community has also been useful in promoting collective efficacy, strengthening familial togetherness, and enhanced democratisation of decision-making. Diminished trust, based on perceived oligarchy and nepotism is gradually weakening relational social capital. Findings in this study are illuminated using the social capital theory described by Nahapiet and Ghoshal (1998) to depict the social, cognitive and relational aspect of social capital that are at work at Heiveld Cooperative. Additionally, the social network theory by Hoppe and Reinelt (2010) is used to highlight the systemic view of social capital, which embraces the structural, relational and cognitive nature not only internal to but also between networks of the cooperative. Recommendations are provided to ensure social capital is harnessed, rather than undermined. These include the need to promote the processes of learning, monitoring and discussion that have been implemented; harnessing the benefits of bonding and bridging social capital; leveraging the sense of community and applying a more systemic view of social capital; and addressing perverse aspects of social capital such as nepotism and oligarchy that have been identified.
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  • Date Issued: 2014

An evaluation of "on-line" banking web sites in South Africa to determine essential design criteria

  • Authors: Palmer, Lydia
  • Date: 2004
  • Subjects: Banks and banking -- South Africa Banks and banking -- Customer services -- South Africa Home banking services -- South Africa Electronic funds transfers -- South Africa Web sites -- Design
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:811 , http://hdl.handle.net/10962/d1007667
  • Description: The use of the Web to carry out business on the Internet has become a viable option in all business sectors, and Internet banking in South Africa is no exception. The nature of business on the Internet in South Africa and the World is investigated. The extent of Internet banking in South Africa is ascertained and the expectations and perceived problems of online bankers are discussed. The importance of Human Computer Interface and Web Interface Design for successful business is promoted with a discussion of their guidelines and principles. Web Evaluation techniques and Tools are assessed and The "Gartner" Web evaluation tool is selected to evaluate the three bank Web sites. The results of the evaluation indicate that there are several generally well implemented design criteria used by all of the banks while some criteria are not implemented at all. Each bank is discussed individually to identify strong and weak features of their Web site design. Essential aspects of Web design have been proposed for inclusion during the design of "online" Banking Web sites.
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  • Date Issued: 2004

The implementation of a performance management system in the Northern Cape Department of Environment and Nature Conservation

  • Authors: Mbanjwa, Sibonelo Glenton
  • Date: 2011
  • Subjects: Performance -- Management -- South Africa -- Northern Cape Northern Cape (South Africa). Dept. of Environment and Nature Conservation Government productivity -- South Africa -- Northern Cape -- Evaluation Civil service -- South Africa -- Northern Cape -- Evaluation Civil service -- South Africa -- Northern Cape -- Management
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:748 , http://hdl.handle.net/10962/d1003869
  • Description: This document consists of three sections, and they are the academic paper (section 1), literature review (section 2) and research methodology (section 3). The academic paper consists of the purpose of the research, the summarised literature review, summarised research methodology and the research findings. The literature review section is a detailed review of literature used in this study. The research methodology section explains the research methodology and design which was employed in this study and it gives more details than the summarised version of the academic paper section. This summary integrated all the elements of section 1, section 2 and section 3. The purpose of this research is to identify the main problems that the Department of Environment and Nature Conservation (DENC) could encounter during the implementation and use of a performance management system, based on employee perspectives. The objectives of this research are therefore: to establish how often a particular problem has been encountered during the implementation and use of a performance management system in DENC; to identify the impact of various problems on the implementation of a performance management system, to establish whether these problems can be easily solved or not, and to analyse the problems associated with the implementation of a performance management system, as well as making recommendations for the successful implementation of a performance management system in the future. In this study, the researcher employed both quantitative and qualitative research approaches, informed by post-positivism as research orientation. The data collection techniques employed in this research include survey questionnaires and individual interviews. The survey questionnaire was answered by fifty respondents, and interview questions were answered by four respondents. The ethical issues were addressed by writing a letter to the Head of Department and getting authorisation to complete the research and informing respondents of their right to withdraw and to participate voluntarily. The findings indicate that the problems are either sometimes encountered or rarely encountered, and the division is about fifty percent of those sometimes encountered to those rarely encountered. This research indicates that most of the problems have a moderate impact on the use and implementation of a performance management system. The lack of management has a high impact, and a lack of positive attitude to performance management system (PMS) certainly has an impact on the use and implementation of the performance management system. Items such as the problem of information and communication technology (ICT) which does not support PMS adequately, and defining too many key performance indicators (KPI), have a small impact on the use and implementation of the performance management system. There are three problems which are difficult to solve and they are: lack of management commitment, organisational members‟ lack of positive attitude to the PMS and an insufficient period of commitment from management to PMS. This research indicates that most of the problems associated with PMS are moderately easy to solve. Two other problems that are easy to solve include the problem where there are too many KPIs defined and the problem where there is no organisational member appointed to take ownership of the PMS. According to this research, the top ten ranking problems have high ranking scores and this indicates that they can create major difficulties for the DENC in implementing the performance management system, and the chance of encountering these problems is high in the DENC in comparison to other problems. Almost all the problems ranked in the top ten seem to score highly in terms of the severity of their impact, and therefore this means that these are the problems which have an impact and, when they are not easily solved, they can become a tenacious issue for the organisation.
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  • Date Issued: 2011

A teaching case study of the strategic alignment of business strategy and information technology strategy at Nedbank

  • Authors: Tsoaeli, Tebalo
  • Date: 2013
  • Subjects: Nedbank Banks and banking -- South Africa Business planning Information technology
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:720 , http://hdl.handle.net/10962/d1001883
  • Description: In today’s business world, a lot of organizations are investing heavily in Information Technology (IT) in order to develop a competitive edge. According to Loukis, Sapounas and Milionis (2009:85) “firms all over the world make significant investments in IT aiming to increase their efficiency and effectiveness”. According to Cline and Guynes (2001:10), “during the last 30 years, IT has become an increasingly integral part of business operations”. Most of the times, organizations fail to get real value from the investments made in IT. This is mainly due to the fact that organizations fail to realize the value brought about by aligning IT strategy with Business strategy. Hu and Huang (2004:60) state that “each year organizations invest in IT to improve their competitive advantage and ultimately their business performance; however, more often than not, the anticipated benefits of IT investments fail to materialize due to misalignment of or lack of alignment, between the business and IT strategies”. Henderson and Venkatraman (1999:475) emphasize that “alignment is a desired state for organizations investing in IT that is not always achieved, as it often entails a radical change in the way managers consider IT”. It is through the alignment of IT strategy and Business strategy that organizations are able to realize the value brought about by investing in IT. Papp (2001:20)illustrates that “misalignment can cause problems with not only the development and integration of business and IT strategies, but can actually prevent IT from being fully leveraged to its maximum potential within an organization”. An organization that realizes the value of aligning IT strategy and Business strategy is able to develop a competitive advantage over its competitors. According to Daneshvar and Ramesh (2010:1) “each organization is aware of the special effects, benefits and implication of IT in business performance and also its capacity in building sustainable competitive advantages”.
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  • Date Issued: 2013

An appraisal of the Department of Provincial and Local Government's management and coordination of Donor Assistance Programs to local government in South Africa

  • Authors: Dzengwa, Simphiwe
  • Date: 2004
  • Subjects: South Africa. Dept. of Provincial & Local Government , Local government -- South Africa , Municipal government -- South Africa , Economic assistance -- South Africa , South Africa -- Politics and government , South Africa -- Foreign relations
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:816 , http://hdl.handle.net/10962/d1007923
  • Description: This study is a contribution to the ongoing debate concerning the role and involvement of foreign donor entities in the processes of transforming and creating viable and sustainable municipal entities in South Africa. The discussion particularly focuses on the relationship between the donor community and the Department of Provincial and Local Government (DPLG) and how this relationship has been nurtured, coordinated and managed. The study acknowledges the challenges pertaining to local government transformation and the role and mandate assigned to the DPLG by the South African Constitution and the Presidential Coordinating Council (PCC) for it to facilitate the creation of developmental local government. In discussing this, consideration is given to capacity and resource constraints within the Department, which necessitate that it collaborates closely with other stakeholders, particularly donors, in seeking to augment its resource base and capacity. The Department's lack of capacity is further complicated by the various pieces of legislation, which have a serious bearing on how municipalities have to work - irrespective of their capacity and resources limitations. The research also focuses on how this relationship, between the DPLG and foreign aid donors working in the local government sector, is coordinated and managed. From evidence gathered and interviews conducted, the conclusion is drawn that there is much room for the DPLG to improve and strategically focus its interaction with donors as informed by its mandate and strategic priorities. Proposals, which entail development of donor management guidelines, setting up of a donor coordination unit within DPLG, the improvement of the understanding of donor work politics and modalities among DPLG officials, etc., are made.
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  • Date Issued: 2004

A critical assessment of the implementation of performance management in the Nelson Mandela Bay Municipality

  • Authors: Ngcelwane, Mnikeli Jackson
  • Date: 2009
  • Subjects: Nelson Mandela Metropolitan Municipality (Eastern Cape, South Africa) -- Administration Performance -- Management -- South Africa -- Eastern Cape Industrial Management Teams in the workplace -- Management Municipal government -- South Africa -- Eastern Cape
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:736 , http://hdl.handle.net/10962/d1003856
  • Description: The transformation of all spheres of South African government to a more effective and efficient administration became a priority after the election of the country's first democratic government in April 1994. An important aspect of South Africa's democratisation was the promise by the new government to improve the lives of the people of this country, and provide a better life for all the citizens of South Africa. One of the most effective ways of achieving this goal is generally accepted to be the proper management and strengthening of the local government sphere. Local government is the sphere of government that is closest to the people, and generally the performance of National Government is assessed through the performance of municipalities. In strengthening local government, various pieces of legislation were developed since 1994 to ensure that the objectives of Section 152 of the Constitution are achieved. As a result of these imperatives, the Department of Provincial and Local Government introduced a White Paper on Local Government on 9 March 1998, with a vision of working towards a new developmental local government system. Various statutes emanated from this strategic framework, such as the Local Government: Municipal Structures Act No. 117 of 1998, the Local Government: Municipal Systems Act No. 32 of 2000 and the Local Government: Municipal Finance Management Act No. 56 of 2003. These legislative enactments endeavour to ensure that the local sphere of government is managed more strategically than previously, and is responsive to the needs of communities. Municipalities are expected to deliver efficient and affordable services to the local communities, and failure to do so could result in the recent spate of violent protest that has been recently experienced in various parts of the country. In order to measure the extent of service delivery to the communities, and to assess whether the objectives named in the municipality's Integrated Development Plan (IDP) document are being achieved, municipalities are compelled to implement performance management for all members of staff, political office bearers and service providers, in terms of the Municipal Systems Act No. 32 of 2000. This thesis therefore looks at challenges faced by the Senior Management (i.e. Section 57 employees, Directors and Assistant Directors) in the implementation of performance management within the Nelson Mandela Bay Municipality, during the first five years of their term in office (i.e. Senior Management appointed after 6 December 2000 local government elections), and recommending performance management steps as well as performance management model that can be used to cascade performance management amongst all levels of staff. This thesis begins by introducing the subject of performance management, briefly discussing the demarcation of the research, the research method utilised, the historical background of performance management, as well as the current status of performance management within the municipality. The introduction of the topic is followed by a theoretical overview of the subject of performance management. This is followed by the discussion of the research methodology followed when conducting this research study. The findings are discussed in detail after the research methodology, giving a synopsis of what the interviewees disclosed during the interview process. The last chapter provides a brief discussion of the findings, and discusses the recommended performance management steps and performance management model, that can be used by the municipality to cascade performance amongst all members of staff.
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  • Date Issued: 2009

Creating shared value through innovating business models: a case study of the Mapela Water Project

  • Authors: Moyo, Bonnie
  • Date: 2021-04
  • Subjects: Business planning -- South Africa , Strategic planning -- South Africa , Sustainable development -- South Africa , Social responsibility of business -- South Africa , Mineral industries -- South Africa , Mapela Water Project , Hourglass Model
  • Language: English
  • Type: thesis , text , Masters , MBA
  • Identifier: http://hdl.handle.net/10962/177135 , vital:42793
  • Description: Shared value creation is a contemporary concept that aims to address the strained relationship between business and society through business models that expand the competitive advantage of business while addressing societal challenges in the business environment. Being a novel concept, studies on how value is created and shared are limited, especially where the unit of analysis is a specific project. This paper investigates how value is created and shared among stakeholders using a water project case study reported as a shared value initiative. The investigation is considered under the Hourglass Model (Ludeke-Freund, Massa, Bocken, Brent and Musango, 2016) as a guiding framework. This sustainable business model is suggested as a business model that creates shared value. The study uses a qualitative research approach to investigate the inputs into the Hourglass Model (Ludeke-Freund et al., 2016) in the form of capitals, briefly considers the business models of specific stakeholders and then analyses the value created, missed and destroyed for each stakeholder through their value creation mechanisms. In the findings, six different capitals are identified from the participating stakeholders, and the value created, destroyed, and missed is discussed in the context of shared value principles. The findings show that capitals are used as inputs into the Hourglass Model and are consumed, created, and regenerated. There is also the realisation from the findings that different stakeholders required different and varying amounts of the six capitals identified. The interconnectedness of the capitals is shown in the study, and the findings show that the context of the environment within which a project operates contributes to the creation of shared value. As with the six capitals, the findings show that multiple stakeholders create shared value confirming stakeholder theory's guiding principles regarding stakeholder salience, which are relevant for creating shared value. Some stakeholders are identified as being more important to creating shared value in the project than others. Trade-offs are then required for value creation from a finite pool of capitals and stakeholders to consider the capitals and stakeholders' long and short-term impacts. Identifying stakeholders and the capitals allowed the researcher to consider the value created, destroyed and missed in the project. This assessment of shared value generated forms part of the findings on business models' outcomes for shared value, summarised for the project. Based on these areas where the outcomes are missing or destroying value, recommendations are made to address these opportunities, and an area of further research is identified. Drawing on these outcomes, developing clusters as per the value creation avenues of shared value would be the most appropriate avenue for this project. The study adds to the shared value body of knowledge by operationalising the Hourglass Model (Ludeke-Freund et al., 2016) and illustrating how the Model can be used to consider shared value creation. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2021
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  • Date Issued: 2021-04

A case study of strategy implementation at a major Eastern Cape component supplier company in the automotive industry

  • Authors: Koyana, Gwyneth Puseletso
  • Date: 2009
  • Subjects: Automobile industry and trade -- South Africa -- Eastern Cape Automobile industry workers -- South Africa -- Eastern Cape Industrial organization -- South Africa -- Eastern Cape -- Case studies Strategic planning -- South Africa -- Eastern Cape -- Case studies
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:735 , http://hdl.handle.net/10962/d1003855
  • Description: A review of the literature on strategy implementation reveals that there is limited knowledge on how strategies should be implemented. This thesis focuses on a case study of strategy implementation at a major Eastern Cape component supplier company in the automotive industry, for purposes of establishing how the company implemented its strategies to become one of the best cost leaders in the manufacture of automotive pressed metal body components in South Africa. Data collated from the company is analysed and discussed with a resultant description of how the research participants understood the process of strategy implementation within the research company during the period January 2006 to December 2007. Interviews were undertaken within the levels of top management, middle management and the operational employees. Interpretations were made of the constructs made by the research participants in their understanding of how the research company implemented its strategy to become one of the best cost leaders in the manufacture of automotive pressed metal body components. It transpired from the findings of the research that the research company manufactured 70% of its products for one major client. During the manufacture of its products, the research company had to conform to the quality standards required by the main client. The main client was therefore offered the desired service at the best price. The strategy of the research company was to strive to be one of the best cost leaders in the manufacture of its products. It sought to do this by producing high quality products. Analysis is made of the strategic content, strategic context, operational processes and outcomes for the research company after the implementation of its strategy. It emerges in the case study that the strategy implementation factors cannot be considered separately in linear models but holistically, since one implementation factor may influence the others, resulting in a context and process based approach.
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  • Date Issued: 2009

A formative evaluation of the implementation process of the supply chain management policy framework in Eastern Cape Provincial Administration

  • Authors: Sandler, Jeanette Louise
  • Date: 2011
  • Subjects: Business logistics -- Management -- South Africa -- Eastern Cape Public administration -- South Africa -- Eastern Cape Materials management -- South Africa -- Eastern Cape Industrial procurement -- Management -- South Africa -- Eastern Cape Administrative law -- South Africa -- Eastern Cape
  • Language: English
  • Type: Thesis , Masters , MBA
  • Identifier: vital:746 , http://hdl.handle.net/10962/d1003867
  • Description: The Eastern Cape Provincial Administration has, since the promulgation of the Supply Chain Management Policy Framework in 2003, been challenged with the implementation of the said Policy.Some departments have progressed better than others, but all of the provincial departments have been challenged in one way or another.It was therefore, necessary to research the reasons for the erratic implementation process by the different departments. An analysis, based on answers provided by senior officials of the Eastern Cape Provincial Administration in an interviewing process, was needed to get an understanding of the challenges the departments are faced within the implementation process. In order to provide quality goods and services, this dissertation aims to evaluate the implementation process, provide insight to the challenges that the departments are faced with and offer recommendations on how to remedy these challenges. The lessons learned from this research study will assist the provincial departments to re-engineer their implementation processes and move forward to greater success and embracement of the Supply Chain Management policy Framework.
  • Full Text:
  • Date Issued: 2011
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