Barriers to public participation in developmental projects : a Nigerian community perspective (case study of the Gbaran-Ubie oil and gas project)
- Authors: Akoh, Emmanuel Inalegwu
- Date: 2013
- Subjects: Gbaran-Ubie oil and gas project -- Public opinion Community development -- Nigeria Economic development -- Nigeria -- Environmental aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:715 , http://hdl.handle.net/10962/d1001869
- Description: This research paper is broken up into three sections, namely an evaluation report, a literature review and research methodology. The evaluation report section is the assessment of the current state of change readiness within the Eskom Contact Centre’s based upon what the literature on change readiness prescribes. The timing of the change readiness assessment is just prior to significant organisational change. The organisational change that was about to be initiated by the organisation was initiated from the boardroom of the most senior echelons of the organisation, and was directed in a top down approach, being a strategic organisational change. The change is deemed to be critical to the organisation being able to meet its long term strategic and sustainability objectives. A critical examination of the literature explored the meaning of change readiness, the importance of it and explained the consequences for organisations that commit to transformational agendas without being ready. Key concepts such as such resistance to change and organisational inertia are described and differentiated from change readiness. The ADKAR change model and its change readiness assessment instrument were used due to the organisations preference for the model. The ADKAR model formed the framework for the analyses of the data, the discussion of the results and the recommendations to the organisation. The research conducted was quantitative in nature; a questionnaire was distributed to the employees of the seven Eskom Contact centre sites around the country through an email. A slightly modified version of the ADKAR change readiness questionnaire was sent via email with an on-line questionnaire link on it; and questions on individual readiness for change were used to assess the level of readiness of the employees. Most of the descriptive and inferential statistics were analysed with the use of Excel (version, 2010), with Factor Analysis being done in Statistica. The results of the research showed that: [iii] - The factors as proposed by the ADKAR change readiness assessment questionnaire (i.e. Awareness, Desire, Knowledge, Ability and Reinforcement) are not different enough to be considered as independent factors for this data set. Based on factor analysis, the factors were subsequently amended from five to three, namely Readiness, Opportunity Realisation and Uncertainty. - The Contact Centre employees were somewhat ready for change. - The Contact Centres needed to focus on all amended ADKAR factors in order to improve the readiness of the department. - The readiness levels in response to the roll out were more or less uniform. The study shows that given Eskom’s preference for the ADKAR model, future research within Eskom should therefore be conducted more circumspectly with respect to ascertaining the validity of the ADKAR factors. The study also makes mention that future work and/or research will need to be conducted, specifically on the readiness of the organisation itself, in order to improve the probability of transformational success. The ADKAR assessment is a people focused assessment and therefore focuses only on the readiness of the individual. Factors such as the adequacy of the current state of resources within the organisation, which incorporate aspects such as infrastructure, technology and staffing, will also need to be assessed to make a more holistic statement of change readiness. A concise review of the literature is incorporated into the Evaluation Report of Section 1 to underpin the study. In Section 2 a more extensive review of the literature is presented. Similarly, the design of the research is discussed in more detail in Section 3 to both describe and justify the appropriateness of the research methodology, and to give a detailed account of the way in which the research was carried out.
- Full Text:
- Date Issued: 2013
An investigation of the intention to leave or stay of health care professionals at St. Andrews Hospital
- Authors: Amanambu, Rochelle Aneeta
- Date: 2014
- Subjects: Medical personnel -- Job satisfaction -- South Africa -- Eastern Cape -- Case studies Medical personnel -- Job stress -- South Africa -- Eastern Cape -- Case studies Hospitals -- South Africa -- Eastern Cape -- Administration Hospitals -- Medical staff -- South Africa -- Eastern Cape Hospitals -- Officials and employees -- South Africa -- Eastern Cape -- Turnover Health services administration -- South Africa -- Eastern Cape Health planning -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:823 , http://hdl.handle.net/10962/d1011091
- Description: Background: The demand for and retention of talent worldwide is aggravated by revolutionary trends that include global competition, demographic changes and technological advances. In South Africa this phenomenon according to Frost (2002) is further challenged by the emigration of skilled people; the relative scarcity of specialist and managerial employees; employment equity and affirmative action procedures. But the development of strategies first requires an understanding of the factors which influence decisions to leave or stay particularly in rural and remote areas. St. Andrews Hospital is a rural district hospital in Ugu District, KZN. Its remoteness from urban areas and the lack of resources contributes towards challenges of attracting and retaining health care professionals to the area. It is the aim of this study to identify the ten most prevalent turnover and retention factors in a rural district hospital with the intention of making recommendations towards strategies to mitigate turnover and improve retention of health care professionals. This study will not only serve the local Human Resource Department but may also be used to inform district and provincial policies as well as departments’ decisions in the design or the review of current retention strategies aimed at reducing turnover. Method: The survey method was used to collect the primary data by distribution of self-administered questionnaires to Health Care Professionals at St. Andrews Hospital. Of the one hundred and fifty questionnaires distributed, one hundred and seven were returned (71% response rate) and formed the basis of the study. Results: Based on the impact scores, the top three turnover factors identified were, the way the organisation is led by top management (0.934); the size of the workload (0.862); and the way problems are dealt with by managers in the organisation (0.817). No statistically significant relationships were found between turnover factors and biographical variable. Availability of quality health services was ranked as the external factor that had the highest influence (78%) on turnover, while geographical location was ranked the lowest. The main reason given by respondents for leaving their previous employment was promotion, followed by distance and personal/family reasons. The top three retention factors identified from the impact scores were the quality of relationships with colleagues (1.698); the amount of support received from managers and colleagues (1.484); and the level of engagement and involvement with the job (1.390). This demonstrates that the salary package often thought to be a first priority factor Mobley, Horner and Hollingsworth (1978); Mobley (1982) and Herzberg (2003) is far less of a determining factor at St. Andrews Hospital than management support, job involvement and person-organisation fit as well as the social relationships formed in the workplace. A positive relationship was found between leadership and job dimension factors at the 1% level of significance. This supports the strong social bond (person-organisation fit) formed in the work environment between management and colleagues that supports retention and increases level of commitment. An important result of the study was that 46% of the respondents were thinking of leaving the town within the year while 29% were considering resigning from St. Andrews Hospital within the year. Conclusion: The results reveal a complex interaction of factors impacting on turnover and retention. The Human Resource Management function has a pivotal role to play in improving its ability to attract and retain professionals through developing comprehensive strategies based on external and internal and environmental factors. The study conveys to the St. Andrews Hospital management that turnover and retention factors are unique to the location and the working environment and differs amongst Health Care Professionals – this should be deliberated on when formulating Hospital Human Resource retention policies.
- Full Text:
- Date Issued: 2014
Strategic leadership within the Duke of Edinburgh's International Award Association between 1988 and 2004
- Authors: Andrew, Craig Bruce
- Date: 2005
- Subjects: Duke of Edinburgh's Award (Organization) Duke of Edinburgh's Award -- History Nonprofit organizations -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:764 , http://hdl.handle.net/10962/d1003885
- Description: Providing strategic leadership for global Not-for-Profit organisations poses great challenges to the leadership structures of these voluntary organisations. This study looks at the phenomenon of strategic leadership in the Duke of Edinburgh’s (DOE) International Award Association (IAA) as a global Not-for-Profit Organisation (NPO). The main aim of the research was an in-depth examination of the processes involved in leadership at the top level in a global NPO. Eight strategic leaders from the top management team were interviewed. Further information was generated from a study of the Annual Reports spanning the 15 year period (1988/9 – 2003/4), and key strategic documents were used as supporting material. The research was conducted in a phenomenological paradigm, using the case study research method. Care was taken to minimize possible researcher bias and interpretations, as the researcher has been associated with this organisation for the past 18 years. It was found that the Royal Family play extremely valuable and multifaceted roles in the organisation. The triumvirate of The Royals; The Secretary General’s; and The Trustees; works well as individual ‘great groups’ yet when necessary, they form a collective collaborative grouping to effect strategic leadership for the IAA. The two main themes to emerge from the findings were the nature of the DOE as a global NPO and the role of strategic leadership in the DOE Award. The DOE Award has demonstrated that it has many unique strategic leadership features and is using these features to become more business-like in the application of its new strategic vision. The individual ‘great groups’ offer sound leadership throughout the process of overseeing and running the business of the DOE Award yet, when necessary and appropriate, these great groups appear to work collectively, perhaps in an unstructured manner, as the triumvirate of power. Their collective collaborative leadership is a unique feature of the DOE Award. The highly interactive role of the Royal Family is unique and sets the DOE Award apart from other similar youth organisations globally. The nature of the loose association of National Award Authorities all subscribing to the rules and conditions of association is also a very unique feature of this NPO. The DOE Award is not a movement organisation but is guided by its service ethic. The DOE Award is a service organisation in which the strategic leadership plays a crucial role yet the constitutional power resides with the International Award Association membership. This IAA membership meets every three years at the World Forum Triennium to approve all new policy and procedures.
- Full Text:
- Date Issued: 2005
Where leaders learn: constructions of leadership and leadership development at Rhodes University
- Authors: Andrews, Rushda Ruth
- Date: 2011
- Subjects: Leadership -- Education (Higher) -- South Africa -- Grahamstown Leadership -- Research -- South Africa -- Grahamstown Development leadership -- Education (Higher) -- South Africa -- Grahamstown Rhodes University -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:782 , http://hdl.handle.net/10962/d1003903
- Description: This thesis explores the Where Leaders Learn slogan of Rhodes University. It does this by means of an analysis of discourses constructing leadership and leadership development within the institutional context. The discourse analysis was made possible as a result of interviews with a range of people involved in leadership and leadership development at the University. The analysis revealed that leadership development is constructed as taking place within a highly structured system that enables instructional and managerial leadership but constrains transformational leadership. The discourses that give meaning and understanding to the construct of leadership draw heavily on position within a hierarchy. The discourse of functional efficiency is enabled through practices related to reward, recognition, succession planning and mentorship which all serve to replicate the existing leadership structures creating more of the same and in essence stifling the potential for emancipatory leadership. The analysis also shows that a discourse of collegiality serves to create a false sense of a common understanding of leadership in the light of evidence of uncertainty and contestation around the meaning of the slogan Where Leaders Learn and, by association, the very construct of leadership. The discursive process of understanding leadership and developing an institutional theory for the purposes of infusing this into a curriculum poses many challenges. Barriers to new ways of thinking reside within the researchers' ontological and epistemological commitments. This amplifies the need for a more reflective ontology towards leadership and its consequences, especially so in a multidisciplinary environment such as Rhodes University.
- Full Text:
- Date Issued: 2011
Factors influencing parents’ decisions when choosing a private school
- Authors: Arendse, David
- Date: 2019
- Subjects: School choice -- South Africa -- Case studies , Competition -- South Africa , Private schools -- South Africa , Consumer behavior , VRIO framework (Valuable, Rare, Imitable and Organized) , St. Stithians College
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/92628 , vital:30738
- Description: Purpose: Consumers make decisions based on multiple factors that influence their decision-making process. These decisions can be influenced by deep personal reflection to the simple impulsive purchase done to fulfil a need or want. This research study explored the relationship between the resource-based view and the factors considered by parents when selecting a school for their child/children. The Valuable, Rare, Imitable and Organized (VRIO) framework as developed by Barney, J. (1991) outlines the framework through which an organisations resources can be assessed in terms of their potential competitive advantage. The research study was interested in understanding how an educational institution can identify and then leverage its resources to create a competitive advantage. Methodology: Each family that has one or more child enrolled at St Stithians College, which is a private school in Gauteng, South Africa, was invited to participate in the study. This represented a potential population size of 1 700 families, however a sample of 334 was used. The educational institution caters to both boys and girls from Grade R to 12 (Matric). Each family was requested to participate in the study as they had already chosen to have at least one child enrolled. A self-administered close-ended questionnaire was used as the instrument for data collection and the questionnaire was broken into two sections. Section A focused on building a profile of the respondent while section B assessed the level of influence the factors had on a parent’s decision. Section B’s questions were structured as Likert-Scale questions requiring a response between 1 and 5, with 5 being the highest influence, and 1 being the lowest. The responses to the questions were then grouped into the factors they spoke to and the average results per factor were assessed via an ANOVA table to test the null hypothesis that parents do not consider factors when choosing a school for their children. Findings: As a paper, this study set out to discover what the competitive advantage was of a private education institution in South Africa. It did so by identifying what the key factors were when parents selected the school of their choice and then analysed these findings against the resources of the given institution. The ANOVA table analysis of the responses identified that parents do consider factors and that the factor that they were most influenced by was convenience factor, represented by location of the institution and the distance to it. While there are multiple private education suppliers in South Africa, no other provider has the location that St Stithians College has, and as such, its location is its competitive advantage. Significant: This research study will expand the existing but limited competitive advantage body of knowledge in the South African education sector. South African educational institutions will be able to develop similar studies which will then assist in identifying their own competitive advantages. This can better enable education providers to entice consumers to their education services.
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- Date Issued: 2019
An investigation of the leadership practices and organizational culture at a private Christian school
- Authors: Babu, Bithun
- Date: 2018
- Subjects: Church schools -- South Africa -- Eastern Cape , Leadership , Corporate culture
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/62155 , vital:28133
- Description: The purpose of this study is to investigate the leadership practices and organizational culture at a private Christian school in the Eastern Cape. A preliminary review of leadership literature suggested that traces of servant leadership may be apparent at the organization. Thus servant leadership will form a key focus area for exploration in this study. An analysis of this nature can make one aware of the influence leadership has in shaping the organizational culture of an institution. This in turn can be used to inform the future thinking around leadership efforts with respect to culture formation within an organization. The issue was addressed by consulting various articles to view the issue from different perspectives. The school served as a vehicle to explore the tenets of leadership and organizational culture. The study will take the form of a descriptive quantitative study. It was concluded that leadership plays a significant role in establishing the culture at an organization. However, leadership is not the only factor that shapes the organizational culture of an institution. The beliefs and values of the organization also has a role in shaping the overall culture and identity of an organization.
- Full Text:
- Date Issued: 2018
Social media big data: a diary study of ten pharmaceutical firms
- Authors: Baker, Nadia Samantha
- Date: 2020
- Subjects: Big data , Internet in medicine , Social media in medicine , Internet marketing -- Evaluation , Pharmacy management -- South Africa
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/140737 , vital:37914
- Description: Purpose: The goal of the research was to demonstrate how firms can use social media big data, to make strategic business decisions, through the lens of Resource Based Theory (RBT) and Dynamic Capability Theory (DCT), that could lead to a sustained competitive advantage. In and of its own, big data, does not constitute a competitive advantage. It may hold value for the firm, but lacks rarity, inimitability, and is not substitutable (Braganza, et al. 2017; Mata, Fuerst and Barney, 1995; Delmonte, 2003). It is in the analysis of this data, through RBT and DCT, that will turn the information into useful business intelligence (Amit and Schoemaker, 1993; Barney, 1991; 1995; Marr, 2015; Gupta and George, 2016; Kurtmollaiev, et al., 2018). Most importantly, firms must constantly reconfigure their resources in line with the dynamic business environment to ensure superior performance (Teece, Pisano and Shuen, 1997; Helfat, et al., 2007; Teece, 2014; 2018). Method: In this study, a qualitative approach was used to examine the RBT (Value, Rarity, Inimitability and Non-Substitutable - VRIN Framework) and DCT, to describe and understand the relevant theories and to build upon the quantitative results. While a quantitative approach was used to analyse the social media sentiment as depicted by Social Mention metrics. A novel technique, Chernoff Faces, was used to analyse and visualize the data (de Vos, Strydom, Fouche and Delport, 2011). Results and Findings: The research results show that, while the 10 firms in the study all have a presence on social media, it is on selective platforms. The content that is posted, is on very specific topics (Narayan, 2017; Cornejo, 2018). The Chernoff Faces indicate that the firms’ Social Mention metrics, over the 30 day period, was at low values. Since strength of social mention is depicted by the face line, the thin, long, generally sad looking faces implies that more than 70 percent of the firms’ social media strength over the study period, was weak. Conclusion: The literature indicates that the true value of big data and big data analytics can only be realised if firms make sound business decisions and act upon it swiftly.
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- Date Issued: 2020
How the roles of CEO's differ in response to different circumstances and in the context of succession: Anglo American-a case study
- Authors: Ball, Leslie
- Date: 2018
- Subjects: Organizational change , Strategic planning , Executive succession , Anglo American Corporation of South Africa, ltd.
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/60799 , vital:27832
- Description: A review of the literature revealed that firms are inherently influenced by leadership in the upper echelons of the organization. The seminal paper of Hambrick and Mason (1984) has sparked much interest in the realm of organizational leadership. Studies involving organizational leadership have concentrated on leadership styles, the manner in which leadership takes place, leadership succession and organizational performance in an attempt to understand the dynamics of the senior leadership of organizations. Research has also explored how changes in the top management of firms has impacted its performance. This research has primarily been concerned with how a firm is impacted, once succession takes place, and has focused on financial performance, change in strategy and stockholder reaction (Shen & Cannella, 2002; Barron, Chulkov & Waddell, 2011; Friedman & Singh, 1989). Although their predisposition will largely influence the manner in which the incoming CEO acts, the literature has largely neglected the role the incoming CEO must fulfil, and how he/she steers the company, once appointed. In response, the following aim was developed to address this gap: To describe how the roles of two CEO's of the same company differed, during different time periods. The CEO assumes various strategic leadership roles, which they carry out in the context of their new environment once succession has taken place. From the literature, six strategic leadership roles were identified, which formed the foundation of this study. These were strategy formulation, strategy implementation, developing organizational culture, emphasizing ethical practices, managing the firm's resource portfolio and establishing balanced controls. The study set out to comparatively analyze two CEO's of the same firm during different periods. Both CEO's were investigated from the perspective of strategic leadership roles, allowing a comparison of their behaviour. The study analyses and describes these roles, and how they differed between the CEO's, in reaction to differing situational factors and in the context of succession. The study employed a deductive qualitative case study research design. This allowed the researcher to examine the complex phenomenon which have previously been studied at a more superficial level using quantitative methods (Baxter & Jack, 2008; Parrino, 1997; Jooste & Fourie, 2009). A qualitative methodological approach allowed the researcher to examine the topic through a lens which takes into account human variables and processes (Baxter & Jack, 2008). Data was sampled using purposive and convenience sampling while applying the critical incident technique. Data was collected through information sources such as news articles, press releases, annual reports, online interviews, news websites and other documents. Thematical analysis was used during the analysis phase of the study and allowed for patterns and links to be drawn between the collected data. The succession from one CEO to the next served as the comparative element of the study, which allowed for a contrasting of how both CEO's carried out their strategic leadership roles by adapting to their environment, and how they guided the strategic trajectory of the company. The study also took into account what both CEO's were confronted with at the start of their tenure and how this influenced how they carried out their leadership roles. It was found that Cynthia Carroll exercised her roles in a manner which addressed ethical and stakeholder engagement issues within the business. This was translated directly into how she guided the trajectory of the company. Upon appointment, Mark Cutifani exercised his roles in a manner which addressed the organizational performance and financial well-being of the company. This translated directly into how he shaped Anglo's trajectory in an attempt to better its financial performance. Given how they exercised their strategic roles in the company, each CEO influenced Anglo American's direction in a different way, which in turn, influenced the performance of the organization. It was shown that Cynthia Carroll improved the stakeholder engagement, communication and safety within the company, demonstrating behaviour that emphasized the importance of the ethics of the company. When the business had been carrying out its ethical practices effectively, but underperforming financially, Cutifani demonstrated the roles which would be geared toward resurrecting the organizational performance of the organization. Recommendations are made for further research including applying the same research method to investigate how these roles are carried out in companies which operate in a broad spectrum of industries.
- Full Text:
- Date Issued: 2018
The benefits and challenges of implementing the Equator Principles: the case of four large banks in South Africa, through the eyes of project finance teams
- Authors: Baloyi, Glenda
- Date: 2020
- Subjects: Financial institutions -- South Africa -- Moral and ethical aspects , Sustainable development -- South Africa , Project management -- South Africa -- Finance
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/126165 , vital:35855
- Description: The purpose of this research was to investigate the benefits and challenges of implementing the Equator Principles (EPs) by the four large banks in South Africa who are signatories to the framework. This was investigated through the eyes of the project finance teams. The research focused on the perceptions of the project finance team. The EPs are voluntary standards, to date they have been adopted by 94 financial institutions. Financial institutions that have adopted the EPs, benefit by having a competitive advantage of getting involved with high risk projects / developments. The Equator Principles resulted in having environmental and social risk policies and structures to manage these risks. This research was conducted using mixed methods and followed the post-positivist paradigm. The research found that the project finance teams were aware of the environmental, social and governance risks associated with project finance transactions. Furthermore, they understood the need to have the Environmental, Social and Governance (ESG) risk assessment during the credit process. This research found out that the benefits of the EPs outweigh the challenges, as they promote responsible investment, thus promoting the reputation of the investor. The EPs requires the client / borrower to conduct an environmental and social impact assessment and commit to covenants that are binding in the financial legal agreements. By having processes and strategies that promote responsible investment in the financed projects / development, this gives the Equator Principles Financial Institution (EPFI) the advantage of competing in the international market. EPs may indirectly influence the financial institutions that have not adopted the EPs, to promote responsible investment by applying ESG risk assessment processes as required by the banks that have adopted the EPs. EPs lack of capacity such as human resources, policies, funds and structures is the reason why companies do not adopt responsible investment is their operation and not incorporating them in the decision-making process. Some EPFI are not committed the EPs and become free riders. Other EPFI are not complying with the EPs and this causes uncertainties with regards to the legitimacy of the ES standards. EPs are ambiguous, subjective and voluntarism can make it difficult to be achieved by the EPFI. EPs increases the approval process for the financial institution to conclude the transaction, thus delaying the start of a needed project / development. And that EPFI may be forced to have fewer clients as a result of the funding requirements required by EPs.
- Full Text:
- Date Issued: 2020
A critical analysis of the management of climate change risk among short-term insurers in South Africa: evidence from company annual reports
- Authors: Banda, Musale Hamangaba
- Date: 2009
- Subjects: Insurance companies -- South Africa -- Case studies Risk (Insurance) -- South Africa Risk management -- Evaluation -- South Africa Insurance companies -- South Africa -- Management South Africa -- Economic conditions -- 1991 -- Environmental aspects Climatic changes -- Risk assessment -- South Africa Disaster insurance -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:792 , http://hdl.handle.net/10962/d1003943
- Description: This study investigates the extent to which South African short-term insurance companies manage climate change risk, as evidenced in their annual and sustainability reporting. The study context takes into account the fact that the world’s climate has been changing at a more accelerated rate since the early 1970s, causing disasters that have negatively affected world economies in the last ten years. Insurers, due to their huge financial resource base, long history of spurring innovation around risk and encouraging loss-reducing behaviour as well as high levels of vulnerability, have been identified as one industry that could lead societies in finding solutions to climate change risk. A key element of such a corporate resolve involves taking a leadership position which makes business sense for insurers. As such, this research analyses how innovative solutions to change-related problems could result in reduced exposure to climate change in line with corporate triple bottom line objectives. Based on a purposive sampling of short-term insurance companies operating in the South African market during the 2007 financial year, the study uses the companies’ annual and sustainability reports in order to critically assess evidence of climate change-related performance. The assessment is undertaken against the best practice indicators of climate change risk management, as defined by Ceres – a global researcher on climate change management in the business context. The data analysis is largely qualitative, consisting of a narrative presentation of the results and a conceptual application of the results to the triple bottom line which forms the theoretical framework of this study. The study finds that the South African short-term insurers were generally not living up to the climate change management ideals, in comparison to their multinational counterparts. For the South African short-term insurers, corporate strategic product innovation and planning was insignificant. Also negligible was board involvement, as well as CEO involvement, though in at least one case of the 4 local short-term insurance, there was evidence of extensive CEO involvement in climate change risk management. On the whole, these findings represent a lapse in corporate governance inasmuch as climate change risk management is concerned. Local short-term insurers generally performed well in the area of public disclosure, with their scores ranging from insignificant to extensive. In contrast, multinational short-term insurers’ performance with regard to climate change risk intervention ranged from insignificant tointegrated, across the five governance areas of board oversight, management execution, public disclosure, emissions accounting and strategic planning. As such, the study broadly recommends that short-term insurers in South Africa should make climate change part of their overall risk management strategies in order for them to remain competitive in an environment of increased climate change-related risk. More specifically, the research project recommends that the local insurers should proactively lead climate change mitigation measures through, for instance, investing in clean energy projects and incentivising their clients’ participation in the carbon market to prepare themselves for possible regulatory restrictions after the Copenhagen climate change conference planned for December 2009. This study also challenges insurers to help communities and as well as other businesses in their value chain to reduce their negative impacts on the world’s climate and to be more resilient against disasters which may arise from the high levels of greenhouse gases already in the atmosphere. Further, it recommends that insurers should create internal board and executive level climate change-related structures, as these will facilitate the integration of the proposed initiatives into their overall sustainability strategies. Above all, the study recommends that insurers should enhance the reporting of their climate change-related risk, opportunities and initiatives to improve their integrity.
- Full Text:
- Date Issued: 2009
Case study : profitability drivers in the South African airline industry : a comparative analysis of SAA and Comair
- Authors: Batidzirai, Davison Herbert
- Date: 2015
- Subjects: South African Airways , Comair Limited , Airlines -- South Africa , Corporate profits -- South Africa , Organizational effectiveness -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:846 , http://hdl.handle.net/10962/d1017191
- Full Text:
- Date Issued: 2015
An assessment of change readiness prior to significant organisational change
- Authors: Bedser, Mark Bernard
- Date: 2013
- Subjects: Organization change -- South Africa -- Case studies Eskom (Firm) -- Management , ADKAR model
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:716 , http://hdl.handle.net/10962/d1001870
- Description: This research paper is broken up into three sections, namely an evaluation report, a literature review and research methodology. The evaluation report section is the assessment of the current state of change readiness within the Eskom Contact Centre’s based upon what the literature on change readiness prescribes. The timing of the change readiness assessment is just prior to significant organisational change. The organisational change that was about to be initiated by the organisation was initiated from the boardroom of the most senior echelons of the organisation, and was directed in a top down approach, being a strategic organisational change. The change is deemed to be critical to the organisation being able to meet its long term strategic and sustainability objectives. A critical examination of the literature explored the meaning of change readiness, the importance of it and explained the consequences for organisations that commit to transformational agendas without being ready. Key concepts such as such resistance to change and organisational inertia are described and differentiated from change readiness. The ADKAR change model and its change readiness assessment instrument were used due to the organisations preference for the model. The ADKAR model formed the framework for the analyses of the data, the discussion of the results and the recommendations to the organisation. The research conducted was quantitative in nature; a questionnaire was distributed to the employees of the seven Eskom Contact centre sites around the country through an email. A slightly modified version of the ADKAR change readiness questionnaire was sent via email with an on-line questionnaire link on it; and questions on individual readiness for change were used to assess the level of readiness of the employees. Most of the descriptive and inferential statistics were analysed with the use of Excel (version, 2010), with Factor Analysis being done in research showed that: - The factors as proposed by the ADKAR change readiness assessment questionnaire (i.e. Awareness, Desire, Knowledge, Ability and Reinforcement) are not different enough to be considered as independent factors for this data set. Based on factor analysis, the factors were subsequently amended from five to three, namely Readiness, Opportunity Realisation and Uncertainty. - The Contact Centre employees were somewhat ready for change. - The Contact Centres needed to focus on all amended ADKAR factors in order to improve the readiness of the department. - The readiness levels in response to the roll out were more or less uniform. The study shows that given Eskom’s preference for the ADKAR model, future research within Eskom should therefore be conducted more circumspectly with respect to ascertaining the validity of the ADKAR factors. The study also makes mention that future work and/or research will need to be conducted, specifically on the readiness of the organisation itself, in order to improve the probability of transformational success. The ADKAR assessment is a people focused assessment and therefore focuses only on the readiness of the individual. Factors such as the adequacy of the current state of resources within the organisation, which incorporate aspects such as infrastructure, technology and staffing, will also need to be assessed to make a more holistic statement of change readiness. A concise review of the literature is incorporated into the Evaluation Report of Section 1 to underpin the study. In Section 2 a more extensive review of the literature is presented. Similarly, the design of the research is discussed in more detail in Section 3 to both describe and justify the appropriateness of the research methodology, and to give a detailed account of the way in which the research was carried out.
- Full Text:
- Date Issued: 2013
Leading strategic change: driving the transformation in the provision of legal services to the Eastern Cape Provincial government
- Authors: Beningfield, Perry Guy
- Date: 2006
- Subjects: Eastern Cape (South Africa) -- Politics and government Legal services -- South Africa -- Eastern Cape Organizational change Strategic planning Leadership
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:755 , http://hdl.handle.net/10962/d1003876
- Description: Effective change leadership is important to any organisation undergoing fundamental transformation. In particular, the ability of senior public sector leaders to successfully drive strategic change is crucial to meeting the developmental and service delivery challenges faced by the Province of the Eastern Cape in ensuring the effective, efficient and innovative government demanded by all its various stakeholders. The creation on 3 October of a Shared Legal Service situated in the Office of the Premier provided a unique opportunity to examine the leadership of this change initiative in the context of the organisational culture that existed in the provincial public service. This thesis consequently probes the phenomenon of effective change leadership by means of an examination of the understandings of the three change agents involved in driving the transformation of the provision of legal advisory services to the provincial administration and its constituent departments. The picture which emerges from the insights of the participants is one that casts a shadow over the validity of the contemporary theory of transformational leadership. Furthermore, the research conducted has identified the need to view the nature of effective change leadership through a more nuanced, situation-specific lens: one that appreciates the role of relationships and emotions, and that recognises the importance of culture and its impact on the success of organisational transformation. The case study of the Shared Legal Service change initiative provides useful insights into the many and varied challenges faced by public sector leaders in driving strategic transformation in the provincial administration. It offers an example of successful change leadership and demonstrates the need for change agents within the public service to harness more emotionally resonant and relational forms of leadership if they are to soar to new heights in meeting the service delivery expectations of all who look to provincial government to deliver the fruits of democracy.
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- Date Issued: 2006
The antecedents of customer satisfaction in a financial institution : a qualitative study
- Authors: Bleske, Adrian
- Date: 2008
- Subjects: Standard Bank Properties , Banks and banking -- South Africa , Banks and banking -- Customer services -- South Africa , Financial services industry -- South Africa , Bank management -- South Africa , Banks and banking -- Customer services -- Effect of marketing on
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:840 , http://hdl.handle.net/10962/d1015482
- Description: The following is a case study report on the Cape Town business unit of Standard Bank Properties. The research project falls within the ambit of services marketing which introduces several unique management challenges for service businesses that sell services as a core offering. The principal aim of the case study is to gain an understanding of why customers bank at the business unit and to discover what aspects are critical to customer satisfaction. A further goal of the research is to examine how the business unit could improve customer satisfaction and to highlight any impediments to further improving customer satisfaction at the business unit. It is generally regarded that quality customer service is essential to building customer relationships and hence the research project emphasis on services marketing and customer satisfaction within a financial services context. The paper commences with an overview of the South African Banking Sector and its unique challenges such as the Financial Service Charter and newly introduced legislation such as Financial Intelligence Centre Act. The case study will specifically investigate the property finance industry and a detailed analysis of the business unit's operations and process flow will also be undertaken. The reason for this background information is to assist the reader to understand how the business unit operates. The research project will investigate four unique differences between goods marketing and services marketing whereafter three theoretical propositions are introduced, namely the dyadic interaction and service encounter, the Service Profit Chain and finally Relationship Marketing. Evidence in the form of a narrative will be led from insights obtained from interviews conducted with customers and staff at the business unit against these propositions with support (or otherwise) from independent surveys and documents from the business unit. The result of this analysis is the identification of several areas of concern specifically: New employees and the service encounter, Problems with FICA, Lack of a customer complaint handling system, Empowerment issues, Turnaround times, Reliance on key staff These insights together with the evidence from the literature review will be analysed and several recommendations made to improve customer service and ultimately customer satisfaction at the business unit. Several recommendations for further research are offered as well as the identification of limitations including but not limited to the specificity of the case study report.
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- Date Issued: 2008
An analysis of indicators disclosed in the integrated annual reports of selected South African retailers
- Authors: Blignaut, Anna Cornelia
- Date: 2020
- Subjects: Financial statements -- South Africa -- Case studies , Retail trade -- South Africa
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/140859 , vital:37924
- Description: This study aimed to analyse the indicators disclosed in the Integrated Annual Reports (IARs) of selected South African retailers. This was firstly done by identifying the six capital and governance indicators retailers report on in order to analyse the commonalities and differences between them, secondly by identifying and assessing evidence of integrated thinking and lastly by making recommendations for optimal retail sector reporting. IARs from Pick n Pay Stores Ltd, Shoprite Holdings Ltd, Spar Group Ltd and Woolworths Holdings Ltd were analysed using content analysis. The results found noteworthy differences in IAR composition in terms of report length and the sections retailers devoted more or less of their report to. Governance and Remuneration indicator disclosure did not allow for broad comparison among all four retailers. In terms of indicator disclosure few indicators were disclosed by all retailers, whilst many were only disclosed by one retailer. Disclosures related to all six capitals were found, yet some indicators were disclosed excessively. Paradoxically, insufficient disclosure of indicators that are easily measurable and low levels of negative or unfavourable indicator disclosure was also apparent in this study. The comparability of indicators was influenced by the aggregation and disaggregation of indicators as well as the lack of consistency in the terminology used in IARs. Indicator disclosure also revealed several trends in the South African retail industry. This research identified the following six themes related to integrated thinking in the sample IARs. Retailers understand the connection between capitals, express consideration for multiple stakeholders and appreciate the context in which they operate, to some extent. Retailers were also found to have different interpretations of sustainability as part of their strategy and risk management whilst the completeness and consistency of information disclosed and retailers’ conceptualisation of value-added in IAR has not yet developed to the same extent across the retail industry. This study finally makes recommendations that may be used for optimal retail sector reporting with regards to the integrated reporting process as well as the integrated report itself. Addressing the former it is recommended that: integrated reporting be viewed as a means to build an internal understanding of their sustainability practices; integrated thinking be included as part of their strategic planning process; all capitals be considered in decision making; communication be established with others in the retail industry and that retailers engage with the IIRC on integrated reporting issues. In terms of the IAR itself, it is recommended that retailers ensure consistency in the terminology used and that the disaggregation of indicators is done in a consistent way. Retailers should include a balance of positive and negative disclosures as well as context-based indicators and seek assurance of the social, environmental and ethical information in their IARs. Finally, retailers need to set measurable sustainability performance targets and link them to specific performance indicators. The results of this study are not without limitations. The identification and categorisation of an indicator was largely based on the researcher’s own judgement in the content analysis process and can be highlighted as the main limitation of this research.
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- Date Issued: 2020
An empirical investigation of the extension of servqual to measure internal service quality in a motor vehicle manufacturing setting
- Authors: Booi, Arthur Mzwandile
- Date: 2004
- Subjects: Automobile industry and trade -- Quality control -- South Africa -- Eastern Cape Automobile industry and trade -- Customer services -- South Africa -- Eastern Cape Automobile industry and trade -- Quality control -- Statistical methods Customer services -- Quality control Automobile industry and trade -- Quality assurance -- South Africa -- Eastern Cape Consumer satisfaction Industrial productivity -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:801 , http://hdl.handle.net/10962/d1006139
- Description: This research explores the role, which the construct, service quality plays in an internal marketing setting. This is achieved by evaluating the perceptions and expectations of the production department with regards to the service quality provided by the maintenance department of a South African motor vehicle manufacturer. This was done using the INTSERVQUAL instrument, which was found to be a reliable instrument for measuring internal service quality within this context. A positivist approach has been adopted in conducting this research. There are two main hypotheses for this study: the first hypothesis is concerned with the relationship between the overall internal service quality and the five dimensions of service quality namely: tangibles, empathy, reliability, responsiveness and reliability. The second hypothesis focuses on the relationship between the front line staff segments of the production department and the five dimensions of internal service quality. The results of this research suggest that the perceptions and expectations of internal service customer segments plays a major role in achieving internal service quality. In addition, the importance of the INTSERVQUAL instrument in measuring internal service quality within the motor vehicle manufacturing environment is confirmed.
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- Date Issued: 2004
Performance management of health professionals : an evaluation research study of health services in the subdistrict of Buffalo City in the Provincial Department of Health in the Eastern Cape
- Authors: Booi, Mlungisi Wellington
- Date: 2015
- Subjects: South Africa -- Department of Health , Batho Pele (Program) , Public health personnel -- South Africa -- Buffalo City , Employees -- Rating of -- South Africa -- Buffalo City , Public health -- South Africa -- Buffalo City -- Evaluation , Customer services -- South Africa -- Buffalo City -- Evaluation , Employees -- Training of -- South Africa -- Buffalo City , Employee-management relations in government -- South Africa -- Buffalo City
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:859 , http://hdl.handle.net/10962/d1020017
- Description: Integrative Summary In 1997 the Minister of Public Service and Administration of South Africa, Zola Skweyiya, introduced the White Paper on Transforming Public Service Delivery(Department of Public Service and Administration(DPSA,1997: 1). It was premised on what was called Batho Pele (DPSA, 1997: 9), giving effect to Section 197 of the Constitution, Act 108 of 1996 as amended. A linkage to performance management can be found from the assertion made in the White Paper that in future the Batho Pele would form the basis of any assessment of the performance of individual staff and that would contribute to improving the delivery of service (DPSA, 1997:16). Another factor that contributed to the utilisation of a performance management system was the recommendation put forward by the Public Service Commission of South Africa( PSC,2004: 16),that called for public institutions to adopt a clear, comprehensive performance management and evaluation framework for the delivery of public service. That was expected to turn around the ailing public institutions whose record of serving the public with pride and dignity was on the decline. The research aim was to evaluate the effectiveness of the performance management system in creating and resolving role conflict with health professionals employed by the Buffalo City sub-district. The research goal was divided into three objectives, namely: evaluation of the effectiveness of the performance management system as a managerial tool for health managers to manage their subordinates including both professional and support staff, evaluation of the effectiveness of the performance system from the perspective of the health professional as a subordinate and to analyze the functioning and effectiveness of the system in creating and resolving role conflict between professional conduct and organisational requirements. The respondents noted that the implementation of the system was not matched with appointment at managerial level with officials having relevant managerial capacity. Further to that resources at the coal face of service delivery continued to deteriorate and became very scarce and there is no documented proof that has been found of an effort made to check the compatibility of the system to health professionals. The literature identified negative effects that have emanated from the implementation of the performance management system. The study was conducted by interviewing health professionals from the entry level to the management level within the Buffalo City sub-district from three mini hospitals or Health Care Centres. The respondents indicated that there are positives that have been achieved by the implementation of the system, such as the skills gap identification as well as specific targets contained in annual performance contracts. These targets help motivate health professional to focus on that particular direction of activities. Unfortunately it has been clearly documented that the performance management system has also contributed to the development of role conflict in a number of professionals. It has been documented that the system has not been crafted with a health professional in mind and, as such, appears to favour quantity rather than quality of health services as advocated by the codes of practice of different health professionals. There are a number of recommendations that were put forward by the respondents to try to salvage the system and in mitigation of the identified negative factors. For the improvement of the system, the Eastern Cape Provincial Department of Health has to firstly customise the annual contracts to contain only the fundamental information. Secondly need to improve the transparency pertaining to financial pressures facing the Health Department. Thirdly the provision of essential enablers, need to be prioritised. Fourthly there is a need to upgrade the system to incorporate 360 degree feedback. Further research recommendations include a bigger sample incorporating different research methods and to also incorporate searches for measures that can be implemented to improve the system to be more relevant to health professionals. This document is organised and presented in three sections. The first section is the evaluation report with a review of literature, research methodology, findings, discussion and conclusion. The second section is where an indepth literature review is located and the last section details the research methodology.
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- Date Issued: 2015
Evaluating social media participation for successful marketing and communication by selected private game reserves, Eastern Cape, South Africa
- Authors: Booth, Tara
- Date: 2013
- Subjects: Social media -- Economic aspects , Online social networks -- Economic aspects , Game reserves -- South Africa -- Eastern Cape -- Marketing , Internet marketing -- Economic aspects , Social media -- Marketing , Tourism -- Marketing , Communication in management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:843 , http://hdl.handle.net/10962/d1015692
- Description: Social media has become one of the defining features of the technological advances known as Web 2.0. As social media has increased in popularity, so businesses are expected to participate. Social media platforms enable businesses to widely broadcast a message as well as interact directly with individual customers. Customers are also able to interact directly with one another and share information and reviews about products and services offered. This suits the tourism industry particularly well. Internationally, research has shown that individuals use social media and other online tools to research potential holiday destinations. In addition social media is used during travel to share snapshots and commentary as well as after travel, through reviews and recommendations on platforms such as TripAdvisor. However, few studies have investigated how tourism destinations use social media to attract new clients and retain existing clients. Very little research has been done on tourism and social media in South Africa despite the importance of this industry to Gross Domestic Product (GDP). This study focused on four-star establishments within the photographic wildlife tourism industry in the Eastern Cape of South Africa. An initial survey of social media participation was carried out within the framework set out by Chan and Guillet (2011); this was then followed up with interviews with selected managers. Results showed that, in general, Private Game Reserves (PGRs) had embraced social media as a communication and marketing platform; despite concerns raised about the lack of control over content as well as poor understanding of the influence social media might have on the bottom line. TripAdvisor, Facebook and Twitter were the most commonly used platforms due to management familiarity with the platform and their ease of use. Few lodges utilised blogs or content sites such as YouTube and management cited time commitments associated with this type of platform as a reason for non-participation. However, although most PGRs or lodges had a profile on social media, this did not always mean active participation. Frequently, lodges began updating but gradually stopped after a few months. It was noted however that only one of the lodges interviewed retained an individual whose sole responsibility was social media; generally lodges did not feel that a dedicated person was necessary. This may result in a lack of time available on the part of the individual responsible or simply be a case of not understanding the platform or how to use it effectively. However, none of the PGRs with poor social media participation responded to interview requests and therefore it was not possible to determine the reasons for their poor participation. Among those lodges that actively participated, most succeed in retaining fans and followers through consistent posting of relevant and interesting content as well as customised responses that encouraged fans or followers’ interaction. However, there did not appear to be any evidence of using social media to learn about fans and followers in order to better customise the lodge offerings. This may not be necessary in this type of industry as PGRs sell a specific product and have a limited ability to customise offerings. In addition, there may be other sources of market information which lodges prefer to use. Special offers, competitions and promotions had limited success on social media. Generally, lodges used social media to promote links to a dedicated competition or promotions page. In conclusion, the managers interviewed felt strongly that social media had made a measureable impact on the tourism industry and was a channel that was here to stay. Further research around the best practice and most effective use will enable PGRs to develop and maintain effective strategies for social media participation.
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- Date Issued: 2013
An evaluation of the quality of customer service delivery offered by the East London public transport commuter rail service provider (operated by Metrorail)
- Authors: Bosch, Colin
- Date: 2009
- Subjects: Railroads -- Customer services -- South Africa -- Eastern Cape Transportation -- Customer services -- South Africa -- Eastern Cape Railroads -- Quality control -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:744 , http://hdl.handle.net/10962/d1003865
- Description: The aim of this survey is to evaluate the quality of customer service delivery offered by the East London public transport commuter rail service provider Metrorail, a division of the state owned enterprise (SOE) PRASA. The former tolerant rail commuter has become increasingly frustrated at the ever-decreasing quality of rail service delivery. This is evidenced by increasing incidents of commuter arson to failed rail assets and the practice is considered to be a strategy to enforce the replacement of unreliable infrastructure and ineffective/reactive management controls. The objectives of the research are guided by three fundamental service quality indicators. In order to evaluate these indicators, the research focuses on whether the quality of customer services provided by Metrorail meets commuter expectations, whether commuters rank five dimensions of service quality differently and whether the level of service quality provided is perceived differently amongst the various demographic commuter segments. Service organizations which are highly interactive, labour-intensive, reliant on a number of service providers, required to perform at various locations and have high intensity/volume operations, will be susceptible to failure; Metrorail services fall into this category. The legacy of the apartheid era regime and strategy resulted in poor rail planning and underfunding. Commuter rail operations in South Africa are fraught with a myriad of inadequacies of the past that only now manifest. As a consequence, their ability to operate effectively and efficiently is impaired. The situation is further exacerbated by the global economic crisis of 2008 and the impact of constricted budget allocations by the State to all SOE's which could further impede the interventions and innovation required to improve service quality. The in-depth literature review provided sufficient information relating to a wide array of service organizations similar in nature to Metrorail. This information is translated into useable knowledge and recommendations from which Metrorail can benefit. The research methodology is clearly articulated and the data analysis ensures distinct findings which are discussed in the final chapter. The research undertaken identifies and prioritises the service quality attributes and dimensions that will require redress to improve overall service quality. The findings are clearly defined from which a set of recommendations are suggested.
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- Date Issued: 2009
A proposed framework for the development of urban agriculture in South African cities
- Authors: Brown, Nicola Jayne
- Date: 2021-04
- Subjects: Urban agriculture -- South Africa , Sustainable development -- South Africa , Food security -- Climatic factors -- South Africa , Resilience (Ecology)
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/174413 , vital:42475
- Description: While climate change and rapid urbanisation are impacting our cities and existing infrastructure, population growth and resource scarcity are placing unprecedented pressure on our food systems. In light of such challenges and the Sustainable Development Goals, resilient solutions are being sought to move both urban development and food production towards a more sustainable future. In this context, Urban Agriculture (UA) has been identified as a possible mechanism to complement rural food production with many associated social, economic and environmental benefits for urban communities. Some of these benefits include increased food system resilience, better urban environmental management, circular and productive reuse of urban wastes, employment opportunities, reduced food miles and the promotion of social inclusivity. Through a sustainable food system lens and underpinned by Resilience Theory, this research study sets out to investigate and explore the considerations for UA development. The research study reviews UA literature to identify and analyse the common challenges which act as barriers to implementation, as well as the current or potential opportunities which could be leveraged to drive UA development. The insights gained from literature on UA and UA development frameworks; and the data gathered from qualitative interviews with experts working in UA-related fields in South Africa (SA), were used to build a conceptual framework for UA development in SA. The conceptual framework developed is intended to be used as a guide for local municipalities, urban planners, urban farmers, urban communities and UA support organisations in their approach to developing UA initiatives. The findings from this research study reveal that UA development in SA involves numerous actors at both provincial and municipal levels; and within private institutions, businesses, universities, farmer organisations and society. The findings also reveal that UA currently occurs at many levels in SA, with each level drawing a particular range of participants due to the various social, economic and/or environmental features of the initiative. Along with challenges associated with land access, the lack of UA-related knowledge, the threat of theft, vandalism and soil contamination (to name a few); a lack of understanding of how agriculture can fit into urban spaces was found to be a major obstacle. The findings suggest that this lack of understanding has led to an under-realisation of the full potential of UA in South African towns and cities; and an inability to incentivise and optimise the development of UA. Considering the findings derived from the investigation, the study proposes five major considerations for UA development in SA, all of which are unpacked in the conceptual framework. The study concludes by making recommendations for UA decision-makers and UA organisations to consider for future developments.
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- Date Issued: 2021-04