Creating value through customer relationships in the services sector
- Authors: Allie, Hisham
- Date: 2007
- Subjects: Customer services , Value added
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8740 , http://hdl.handle.net/10948/790 , Customer services , Value added
- Description: Many academic studies in the past have focussed on how to create value for businesses in terms of adding profit to the bottom line through performance, and many argue that adding value for the client is also viewed as a profitable business strategy. This strategy translates as a win-win business relationship since long-term relationships ensure customer loyalty, customer retention and repeat business. In the services sector, it is difficult to quantify the worth or value that a particular service has since services are intangible products. The perception of value of such a service is known as “perceived value” since value recognition rests with the consumer who attempts to quantify the worth of that service. It is generally accepted in the services sector that establishing long-term, mutually beneficial, meaningful business relationships add value for the client and helps them to attach a value to the services that company provides. A company cannot establish such relationships without the help of its employees who represents the face of the organisation and implements the value adding strategy on the organisation’s behalf. Recent studies have begun to address this, examining value creation in business relationships in the context of the sale of tangible goods. The process of value creation for customers in services relationships remains underresearched. Perceived value explains why customers choose one particular service over another, why service companies gain competitive advantage by maintaining genuine longterm customer relationships, and why “the personal touch”, created through emotional attributes such as trust, caring and empathy, adds value from customers’ perspective. This dissertation presents a study of perceived value from the perspective of the customer within the context of the delivery of a credence product in a services relationship model. Using grounded theory methodology; following in-depth interviews with consumers of general insurance, a number of customer-value creation dimensions for businesses have been identified. Parallel interviews with members of staff from the supplier company add a further perspective. This research demonstrates how organisations or suppliers in the services industry can add value when delivering a credence product in a services relationship context. It is believed that an understanding of the value-adding dimensions can be implemented to create opportunities to build value for customers, with commensurate benefits for suppliers. Following analysis of the interviews held with each buyer, a total of six value dimensions are identified in the findings chapter. Each dimension is individually described, discussed, and illustrated with quotations from customers and supplier’s staff. Other issues relating to value arising from the interviews are examined in the discussion chapter. Three areas for further research are proposed in the conclusion.
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- Date Issued: 2007
Emotional intelligence and effective team functioning of MBA syndicate groups at the NMMU business school
- Authors: Doolabh, Chetna Gidhar
- Date: 2007
- Subjects: Emotional intelligence , Interpersonal relations , Teams in the workplace , Nelson Mandela Metropolitan University. Business School
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8747 , http://hdl.handle.net/10948/740 , Emotional intelligence , Interpersonal relations , Teams in the workplace , Nelson Mandela Metropolitan University. Business School
- Description: A common issue in leadership development is the high flyers who reach a position where their lack of “soft” skills hampers their performance and proves a barrier to their continued progression to higher levels of responsibility (Newell, 2002: 288). Business Schools offering Masters in Business Administration (MBA) programmes assist in developing managers with not just managerial competence but also with “soft” skills. By delivering educated business managers, these managers through their intellectual skills and community sensitive values, will lead future transformational processes. It is useful and interesting to consider how important emotional intelligence is for effective performance at work. A considerable body of research suggests that an employee’s ability to perceive, identify, and manage emotion provides the basis for the kinds of social and emotional competencies that are important for success in almost any position. Furthermore, as the pace of change increases and the world of work make ever-greater demands on an employee’s cognitive, emotional, and physical resources, this particular set of abilities will become increasingly important (Cherniss, 2000). The primary objective of this study is to determine the perceptions of the Masters in Business Administration (MBA), B-Tech in Business Administration (BBA), Advanced Business Programme (ABP) programmes and the Business School Alumni to determine the overall emotional intelligence profile of students as well as the effective team functions of the syndicate groups. Based on the main findings of the survey, it was concluded that emotional intelligence is an important factor for the NMMU Business School, MBA Unit students. The skills attained through the course work will not only improve team effectiveness in the syndicate group functioning but also enhance their performance in the business environment. The MBA team learning experiences enhances workplace learning as the ability to work in a team and ability to think and act independently are highly desired skills and competencies for success in the workplace.
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- Date Issued: 2007
Engaging employees to build a performance culture in Telkom's NCC division
- Authors: Goliath, Elize
- Date: 2007
- Subjects: Performance -- Management , Quality assurance -- Management , Organizational effectiveness , Telkom (Firm : South Africa)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8591 , http://hdl.handle.net/10948/1051 , Performance -- Management , Quality assurance -- Management , Organizational effectiveness , Telkom (Firm : South Africa)
- Description: Operating as a commercial company since October 1991, Telkom has grown into the largest communications services provider in Africa based on operating revenue and assets. The Group, consisting of the fixed-line company Telkom and a 50 per cent shareholding in mobile operator Vodacom. Telkom has changed its vision to the following: “To be a leading customer and employee centric ICT solutions service provider”. The company has been retrenching staff since 1999 and the staff numbers have reduced significantly from approximately 65 000 people to 25 575 people in 2006. The focus has been on increasing shareholder value and the staff feel that their value has not been recognised. The research paper focused on the extent that employees engaged to build a performance culture in Telkom’s NCC division. The following research methodology was followed: - A literature survey to determine factors or behaviours that will enhance employee engagement in building a performance culture and what Telkom NCC can do to build the workplace that will foster higher levels of employee engagement. - A survey was conducted to determine what the engagement levels of employees are at Telkom NCC, what stops the employees from doing their best and what Telkom NCC division can do to show they care and value their staff as according to their employees by means of a questionnaire. - The findings from the literature study and empirical study would be used to determine to what extent are employees engaged to build a performance culture in Telkom’s NCC division. A self administered questionnaire was used to collect the data required for this research. In conclusion it was said that employee engagement is a partnership between the company and the employees where everyone works together to achieve the business objectives of the company and the personal aspirations of employees. The organization has the responsibility to create the conditions for this to happen (Understanding Employee Engagement, 2004: 2). It was recommended that in order for NCC to enhance their employees attitudes toward the promoters’ team especially in terms of pride, strong attachment, feeling part of the family and motivating employees to do well promoters must concentrate on building relationships with their teams and individual members of the team. Employees must also be given decision making power for implementing the idea. NCC should educate their leaders on the value of recognition and the best way to go about it. In order for employees to grow and be promoted into higher positions, NCC must consider that if positions become available that they first be advertised in the NCC division before it be made available to the rest of the company.
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- Date Issued: 2007
Identifying departmental team dynamics in a regulated casino environment
- Authors: Hughes, David Robert
- Date: 2007
- Subjects: Teams in the workplace -- South Africa , Teams in the workplace -- Training of , Casinos -- Management , Management -- Employee participation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8734 , http://hdl.handle.net/10948/798 , Teams in the workplace -- South Africa , Teams in the workplace -- Training of , Casinos -- Management , Management -- Employee participation -- South Africa
- Description: Literature has been reviewed on the formation and structure of groups and teams in order to establish what differences there are in the types of teams that exist in the modern workplace, and what it is that facilitates effective and high performance of such teams. From the results of the qualitative research conducted, the author is of the opinion that the notion of teams operating in the regulated casino environment is somewhat exaggerated. At year end functions and award ceremonies, mention is made of the teams that successfully contributed to the various achievements but, upon closer inspection, no teams are evident at the “coal face”. Some of the reasons for this may be that there appears to be a lack of those skills necessary to harness people into successful teams especially during the early stages of the business lifecycle. Too few people at grass root level have the required knowledge, skills and attitude to take the lead and form a team especially in an unfamiliar environment. It may also be as a result of the different management styles imposed on the labour force over a long period of time. As organisations are forced to become more competitive, especially on the global market, it is the author’s opinion that the management style in progressive organisations will probably have shifted from autocratic to paternalistic to democratic; yet very few businesses are practicing participative management, although buzzwords relating to participative management are used freely. Ultimately, accountability rests with top management and results are measured by bottom line figures. Since accountability is centralised, the intrinsic and extrinsic rewards for success are also confined to management who is likely to be criticised, attacked, or got rid of, and these recipients are often not volunteering to share the benefits reaped – even though the recipients would mutter words such as “if it were not for my team” or “ thanks to my team”. With this viewpoint in mind the treatise aims to address specific and practical interventions that could be implemented without much organisational change and yet developing a culture of team development and team building within an organisation. The author is of the opinion that the responses imparted from the different respondents in the research results could benefit Sun International within its training methodology policy framework. Although, each casino unit is managed autonomously, Sun International, via its centralised training facility, could apply successful specific and practical training interventions in respect of team dynamics. Results extracted from unit staff climate surveys and staff feedback sessions could be collated from the different training departments within the group and presented in workshops at quarterly conferences and feedback seminars. The effectiveness of these interventions, once implemented, could be assessed in a performance measurement framework. Eales-White (1996: 34) quotes Peters as saying, “I observe the power of the team is so great that it is often wise to violate common sense and force a team structure on almost anything … companies that do, will achieve greater focus, stronger task orientation and enhanced individual commitment.
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- Date Issued: 2007
Identifying financial success factors for SMMEs in the Eastern Cape
- Authors: Krog, Naomi Maria
- Date: 2007
- Subjects: Small business -- Finance -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8570 , http://hdl.handle.net/10948/792 , Small business -- Finance -- South Africa -- Eastern Cape
- Description: In March 1995, the South African government formulated the White Paper for the development and promotion of small business in South Africa to foster an environment in which small and medium enterprises could operate. SMMEs play an important role in job creation in South Africa. The survival of SMMEs is reliant on the abilities of the entrepreneur to succeed. An entrepreneur’s abilities and knowledge plays a very important role in the assessing process when applying for finance. There are various financial institutions in South Africa that have different criteria and turnover requirements to assess such applications. Financial institutions include banks, funds and privately owned institutions. The purpose of this study was to identify the financial success factors for SMMEs in the Eastern Cape. During the study, 32 success factors were identified. The most important factors amongst these include financials, knowledge of management, competition / market, past conduct of banking account, source of repayment, purpose, business ability / product, collateral, capital and industry risk / knowledge. These findings resulted in the various recommendations, as well as suggestions for further research opportunities.
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- Date Issued: 2007
Improving the service quality of a civil consulting engineering firm through benchmarking
- Authors: Bellingan, Werner
- Date: 2007
- Subjects: Performance -- Measurement , Quality assurance -- Measurement
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8746 , http://hdl.handle.net/10948/743 , Performance -- Measurement , Quality assurance -- Measurement
- Description: The civil engineering industry in South Africa has seen a steady decline in the number of professionals during the last few decades, however it is expected that the government and private sectors are to spend over R200 billion on infrastructure in the next few years. This increases the demand on civil consulting engineering firms to achieve greater productivity, with reduced time and human resources, which has had a profound effect on the quality of service delivered to clients. These firms need to gain a competitive advantage by consistently providing Service Excellence, which is superior to their competitors. One way of achieving this is by benchmarking firms against their competitors. In this research paper the Service Quality and Service Recovery procedures of Company X in Port Elizabeth were benchmarked against its competitors using a customised form of the recognised SERVQUAL research instrument - the SERVPERF questionnaire. The results proved to be invaluable because the survey revealed insightful information which can be used to their strategic benefit. Civil consulting engineering firms need to be aware that Service Excellence is an imperative in the service industry, but do not necessarily have to be perfect. Firms simply need to outperform their competitors to be rated as market leaders. Strategies to improve the Service Quality and Service Recovery of the firm under review are suggested and this work concludes with suggestions for future research projects, which may be beneficial to the researcher, the civil engineering industry and the economy of South Africa.
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- Date Issued: 2007
Investigating the feasibility of an indoor aquatic centre for the Nelson Mandela Bay Metropole
- Authors: Janse van Rensburg, Philippus Jacobus
- Date: 2007
- Subjects: Aquatic sports facilities -- South Africa -- Port Elizabeth -- Designs and plans , Sports facilities -- South Africa -- Port Elizabeth , Recreation centers -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8739 , http://hdl.handle.net/10948/791 , Aquatic sports facilities -- South Africa -- Port Elizabeth -- Designs and plans , Sports facilities -- South Africa -- Port Elizabeth , Recreation centers -- South Africa -- Eastern Cape
- Description: The purpose of this study was to investigate the feasibility of an Indoor Aquatic Centre for the Nelson Mandela Bay Metropole. The main problem was to establish the minimum aquatic facilities an Indoor Aquatic Centre must have, to be able to host National and International aquatic events. The sub problems identified to address the main problem were as follows: - Should accommodation be available at the Indoor Aquatic Centre? - Should medical facilities be available at the Indoor Aquatic Centre? - Should there be a gymnasium at the Indoor Aquatic Centre? - Should there be food malls available at the Indoor Aquatic Centre? - Will sports tourism in the Nelson Mandela Bay Metropole benefit from an Indoor Aquatic Centre? In this study the researcher discusses current tourism opportunities, possible sports tourism opportunities and the current aquatic facilities the Nelson Mandela Bay Metropole has to offer. From the discussion regarding these issues it was found that the metropole do offer many attraction opportunities including the following: - Adventure and Sport; - Agriculture; - Arts and Culture; - Business and Conferencing; - Coastal and Beaches; - Entertainment and Shopping; - Historical; - Wild Life and Nature. Adventure and Sport attractions contribute to sports tourism in the metropole and an Indoor Aquatic Centre could enable the metropole to improve sports tourism figures to the metropole. Sports tourism is defined as any tourism that is linked with a sports event. The conclusion can be made that the main initiative for sports tourism is to host a major sporting event to attract tourists. Adding other tourist attractions makes the destination more attractive. It is also important that the community is educated and informed about sports tourism so that the tourist and the community benefits from the event. Indoor Aquatic Centres found in countries like Australia, Canada, Europe, Russia, The Far East, United Kingdom and the United States of America, were discussed to identify the minimum requirements for an Indoor Aquatic Centre. The literature study has shown that the Indoor Aquatic Centre should be a multi purpose centre with a minimum of two heated pools and leisure facilities included. This will enable the centre to generate different streams of income to enhance sustainability. The aquatic centre should also be designed to host National and International events, but not necessarily for Olympic Games events. An empirical study was done to see if the respondents agree on the minimum requirements for an Indoor Aquatic Centre, identified by the literature study and if they agree that sports tourism within the Nelson Mandela Bay Metropole will benefit from an Indoor Aquatic Centre. The conclusion of the empirical study is that the respondents’ view correlate with the information found during the literature study regarding the minimum requirements for an Indoor Aquatic Centre listed as follows: - The minimum number of heated pools are two consisting of a fifty metre ten lane pool and a twenty five metre ten lane pool; - A food mall that consists of a restaurant, fast food stalls and a food store; - Medical facilities, conference facilities, gymnasium and other leisure facilities must also be available; - Accommodation facilities must be available and consists of two and three bedroom fully serviced apartments; - The Indoor Aquatic centre must be able to have seating for 2000 people and parking for 1000 vehicles. The study has addressed the main problem and the sub problems, but further research needs to be conducted regarding the funding of the Indoor Aquatic Centre as this issue was not successfully addressed. More information is needed regarding the different ways of funding and who the stakeholders should be in this process.
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- Date Issued: 2007
Opportunities for eco-efficiency at Summerpride Foods Ltd.: a pineapple processing factory
- Authors: Venters, Bruce Russell Ainsley
- Date: 2007
- Subjects: Summerpride Foods Ltd. (South Africa) Environmental protection -- South Africa Industries -- Environmental aspects -- South Africa Pineapple industry -- South Africa Environmental policy -- South Africa Sustainable development -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:787 , http://hdl.handle.net/10962/d1003908
- Description: International awareness and demands for the protection of the environment by the public on industry has only been pushed into the limelight in the past couple of decades. Prior to this it could be argued that it was accepted that environmental protection and economic development were at odds. However it has since been recognised that there is a need to achieve environmental sustainability, the concept of which was released in the 1987 Brundtland Report released by the United Nations. There are a number of ways that industry can reduce its impact on the environment and thus help reach this goal. While some advocated that stricter legislation would result in greater innovation by industry in “cleaning-up” its act, such as the Porter Hypothesis, there were also a number of new concepts and voluntary industry codes being developed. These new practices and codes have been promoted by organisations such as the International Chamber of Commerce and include technological improvements within organisations and improved resource productivity. The aim of this case study research was to find out what the environmental policy and related performance of Summerpride Foods Ltd, a pineapple processing factory in East London was and does an understanding of its environmental performance provide insights for improved efficiency. This involved the identification and analysis of what resources were used during the processing of pineapples as well as making recommendations that would result in increased efficiencies of their use. Due to the number of resources identified, only the use of water and coal which were ranked as having the highest impact were investigated further. The literature review showed that there are industry moves to applying cleaner production and eco-efficiency concepts as a means to attaining environmental sustainability. There are a number of voluntary environmental management system standards and codes that organisations can subscribe to with most probably the ISO 14001 standard being the most internationally recognised. There are many benefits to organisations adopting such standards. The use of lifecycle assessments is a useful tool that can be used to assess the environmental impact of a product through its entire life and thus enable one to identify all resources used and their impact, as well as to provide the information required to quantify areas where the greatest improvements can be made. The results of this research showed that at the start of the study, there was no formal environmental policy in place at Summerpride Foods Ltd and that this was starting to become a requirement with some customers. The detailed results which focused on water and coal usage showed that current operating methods do not recognise the importance of any wastage and that there are a number of changes that could be made that would not only result in better efficiency of use but would also result in substantial financial savings to the organisation. Summerpride Foods Ltd currently has a number of systems in place that help reduce its impact on the environment but these are not formally recorded. Summerpride Foods Ltd should adopt the principles of eco-efficiency and record all systems that impact on the environment. This would be the first step to attaining a formal environmental management system accreditation which due the increasing competitiveness of the international market in which Summerpride Foods Ltd operates, would give it a degree of advantage over those competing pineapples processing factories that do not have such accreditation.
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- Date Issued: 2007
Strategies for managing work related stress
- Authors: Müller, Elsie Franscina
- Date: 2007
- Subjects: Stress management , Job stress , Work -- Psychological aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8577 , http://hdl.handle.net/10948/742 , Stress management , Job stress , Work -- Psychological aspects
- Description: The objective of this study was to identify the strategies (primary, secondary and tertiary) that can be employed to manage work related stress. A questionnaire, was designed based on the strategies found in a literature study on the topic and used to gather inputs from academic head of department and lecturers. The questionnaire was delivered by hand to 18 potential respondents. All 16 questionnaires returned could be used. These were processed and analysed using Microsoft Excel spreadsheets. In general support was found for primary stress management strategies pertaining to work schedule, work load and work pace, job content, career development, the home-work relationship and work environment. Lifestyle management in terms of physical activities and a healthy diet were regarded as the preferred secondary stress management strategies. The strategies related to lifestyle management which were identified from the literature study were physical activities, healthy diet, relaxation techniques such as meditation and yoga. Support was found for tertiary stress management strategies but most of the respondents were not sure if their organisation offered any wellness, employee assistance or stress management programmes. Wellness programmes were indicated as a strategy that will have the most impact on reducing work related stress and employee assistance programmes (EAPs) ranked there after. Overall respondents indicated that they did not perceive their work as very stressful.
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- Date Issued: 2007
The development of a strategic performance measurement tool for SMEs in the construction industry
- Authors: Pooe, Molefe, M.B.A
- Date: 2007
- Subjects: Performance -- Measurement , Industrial productivity -- Measurement , Small business -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8733 , http://hdl.handle.net/10948/810 , Performance -- Measurement , Industrial productivity -- Measurement , Small business -- South Africa
- Description: Research in strategic performance measurements has focused mostly on large organisations. In the last few years, there has been a widespread adoption and implementation of balanced strategic performance measurements that no longer narrowly focus on financial measurements but include other non-financial measures. Again, such improvements have focused on large organisations. This study aims to assess strategic performance measurement practices in the Small and Medium Enterprises within the construction industry. The Balanced Scorecard is used as a generic measurement framework to ascertain the current strategic performance measurements within this sector. The four perspectives of measurement; namely, financial, customer, internal process and learning and growth are used to determine the generic measurements within the construction industry. These are then used to determine to what the extent Small and Medium Enterprises in the construction industry have adopted the measurements outlined in these four perspectives. The nature and extent of strategic planning and perceived relevance of various sets of balanced measurements were also assessed. A survey was conducted in the form of a questionnaire in order to obtain primary data from a selected sample group. Using qualitative and quantitative techniques, the data was analysed to get a clear picture of current practice. From the results obtained from the respondents in the sample group, it seemed that there was some strategic planning within this sector although the process was mostly unstructured. The results also showed that the owner-manager is still solely responsible for strategic planning with little or no inclusion of other managers or employees.
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- Date Issued: 2007
The impact of the absence of a total productive maintenance (TPM) program at a plastic painting plant
- Authors: Hempel, Calvern Anthony
- Date: 2007
- Subjects: Plant maintenance -- Management , Total productive maintenance -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8590 , http://hdl.handle.net/10948/524 , Plant maintenance -- Management , Total productive maintenance -- South Africa
- Description: This research was concerned with investigating “the absence of Total Productive Maintenance (TPM)” at a plastic painting plant. TPM is a combination of operations and maintenance activities and is performed by operators under their own authority and is called “autonomous maintenances”. The author has tested the degree of implementation of TPM by using a sevenstep TPM implementation model this highlighted an absence of TPM in the organisation investigated. TPM is a relatively new concept in the South African automotive industry and has not been fully accepted by management as a solution to the maintenance problems in the organisation. Due to a long implementation period and the difficulty in measuring the benefits of the TPM program for the organisation TPM tends not to be implemented by companies. The research studies several maintenance philosophies each with its own advantages and disadvantages. The benefits that arise from the implementation of an effective TPM philosophy were explored. The development of an effective improved model for the implementation of TPM was investigated. Maintenance engineers and managers in any organisation can use this model to implement an effective TPM program. The seven-step TPM implementation model formed the basis for the compilation of a questionnaire. A survey was conducted to determine if an absence of TPM existed in a plastic painting plant. The results from the survey were drawn up and recommendations to further develop a model for the implementation of TPM was put forward.
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- Date Issued: 2007
The influence of Micro-Finance Institutions (MFIs) on Micro and Small Enterprises (MSEs) in Kenya
- Authors: Ngatia, Ndiritu
- Date: 2007
- Subjects: Microfinance -- Kenya Financial institutions -- Kenya Small business -- Kenya
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:822 , http://hdl.handle.net/10962/d1009436
- Description: In Kenya, like in many developing countries, Micro and Small Enterprises (MSEs) have become the main focus for achieving the much-needed social and economic development and alleviating poverty. However, their development has been hampered by lack of access to appropriate financial and related services. Micro financing has been seen as a viable alternative to providing financial services to entrepreneurs in the MSE sector. The focus of this study was to explore the role of MFIs in the development of MSEs and to see if there are ways in which this role can be enhanced to better support the growth of MSEs. Such enhancement would contribute greatly towards government efforts to foster social-economic development. The results of the research indicate that generally, MFIs appear to have positively influenced the growth of MSE in Kenya and have potential to further influence MSE growth. There were however a number areas that if paid attention to could enhance this influence. These include the need for MFIs to offer supportive services as opposed to merely credit facilities to MSEs and the need for government intervention by putting in place a suitable Act to regulate the operations of MFIs.
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- Date Issued: 2007
The relationship between individual needs and the choice of incentive schemes in the South African Breweries
- Authors: Long, Allan
- Date: 2007
- Subjects: South African Breweries Ltd. Incentives in industry -- South Africa Workers' compensation -- South Africa Performance -- Management Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:800 , http://hdl.handle.net/10962/d1006119
- Description: After careful review of all the relevant literature pertaining to motivation, performance management and compensation in the form of incentives, this thesis focuses primarily on determining whether a statistically significant relationship exists between individual needs and the choice of an incentive scheme option. The secondary aims of the research are to determine whether: A relationship exists between the job grade of an individual and the choice of an incentive scheme. A particular incentive scheme option is preferred by the employees in The South African Breweries (SAB). A particular preference exists, and if so, to make recommendations to SAB for consideration as alternatives to their existing incentive scheme options. After collation of the survey data from the respondents in the sample, the analysis and discussion of the results determined that no significant relationship exists between individual needs and the choice of an incentive scheme option. It was, however, determined that a significant relationship exists between the grade of the employees in SAB and their choice of an incentive scheme. 81% of all respondents indicated a desire for shares as an option in their Short Term Incentives (STI) which indicates a desire for shares in some form or another and may well indicate a level of confidence and commitment by the employees to the organisation. Although the research hypothesis was not proven, significant insights into remuneration within SAB was obtained, which has resulted in recommendations being made for further research into the option of shares in some form or another in the organisation. A further recommendation for SAB is to consider some form of share options for all employees in the organisation. As many other organisations that are performing at remarkable levels attest this performance to share ownership and the behaviour that emanates from it, it would be in the interests of SAB to further investigate the issue as it may improve performance, ownership and retention within the company.
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- Date Issued: 2007
The relationship between leadership style and employee commitment: an exploratory study in an electricity utility of South Africa
- Authors: Nyengane, Mongezi Hutton
- Date: 2007
- Subjects: Eskom (Firm) -- Management Leadership -- South Africa -- Eastern Cape Management -- Employee participation -- South Africa -- Eastern Cape Organizational behavior -- South Africa -- Eastern Cape Employee motivation -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:759 , http://hdl.handle.net/10962/d1003880
- Description: This research investigates the relationship between leadership styles and different types of organisational commitment in Eskom Eastern Region. The literature provided discusses the leadership and organisational commitment. Information was gathered, using two instruments, from a sample of 86 leaders and 334 raters. The Multifactor Leadership Questionnaire, which was formulated from Bass and Avolio’s (1997) Full Range Leadership Development Theory, was used to determine leadership style within the organisation. Employee commitment was captured using Bagraim’s (2004) Organisational Commitment, a South African adaptation of Meyer and Allen’s (1997) Three-Component Model of employee commitment. Leadership was identified as the independent variable and organisational commitment as the dependent variable. Data obtained from each of the research instruments was then statistically analysed. Two-tailed correlation analysis showed that although the relationship is not strong, there is a positive relationship between the transformational leadership behaviours and commitment (affective commitment, continuance commitment and normative commitment). The correlation analysis also indicates a weak, but significant, positive relationship between transactional leadership behaviours and continuance commitment. However, no statistically significant correlation was found between transactional leadership behaviours and affective commitment as well as between transactional leadership behaviours and normative commitment. The correlation results showed a weak, but significant, negative correlation between laissez-faire leadership behaviours and affective commitment. There was no statistically significant correlation between laissez-faire leadership behaviours and continuance commitment as well as between laissez-faire leadership behaviours and normative commitment. Overall findings from this study suggest that transformational and transactional leadership behaviours do play important roles in determining levels of affective commitment, continuance commitment and normative commitment. These findings also reveal that the laissez-faire leadership behaviour had a negative relationship with affective commitment. This research therefore adds a new dimension to the body of literature that will help researchers’ efforts to understand the relationship between leadership style and organisational commitment. As this research takes place in the South African context, it contributes to the bank of findings relating to the development of organisational commitment.
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- Date Issued: 2007
The role of GMSA to assist their suppliers with the successful implementation of lean practices
- Authors: Conybeare, Nabiel
- Date: 2007
- Subjects: General Motors (South Africa) , Production management -- South Africa , Business logistics -- Management , Automobile industry and trade -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8742 , http://hdl.handle.net/10948/763 , General Motors (South Africa) , Production management -- South Africa , Business logistics -- Management , Automobile industry and trade -- Management
- Description: Over the past couple of decades traditional manufacturing techniques have been replaced by lean production around the world. This change in production methodology brought about the opportunity for numerous companies to reduce costs and customer lead time through the application of this lean philosophy. The worldwide shift from traditional manufacturing to lean manufacturing can be ascribed to the success of Toyota Motor Company. Lean manufacturing refers to a manufacturing improvement process in order to minimize or eliminate waste while maximizing production flow (Tapping, et al., 2002:30). A value stream includes all the operations and processes to transform raw material into finished products or services. Value stream is a management tool used for the planning of a production process involving lean techniques through systematic data capturing and analysis (Tapping 2002 et al., 41). Value stream is a proven process for planning the improvements that will allow companies to develop lean practices. One key to Toyota’s success that GMSA and many other South African companies have not been able to emulate is the transformation of their suppliers to apply the lean philosophy. This lack of supplier transformation is due to various reasons including supplier proximity, supplier relationships, supplier performance levels, and the ordering policies used for supplied parts. Even though many manufacturing organizations realize the importance of practicing lean manufacturing techniques, few organizations apply lean techniques with the required knowledge and tools to transform their organization from traditional manufacturing to lean manufacturing. This research project is based purely on the lean manufacturing principles and philosophies. The aim of the study is to make GMSA’s suppliers aware of the principles and processes of lean manufacturing and to develop a lean implementation strategy to assist organizations with the successful implementation of lean practices. In order to correctly implement and sustain lean manufacturing practices this study will also focus on supplier support and development and the behavior an organization must exhibit to make this transformation a success. The research methodology comprised the following steps: • A literature study was performed by the researcher to get a better understanding of the principles and philosophies of lean manufacturing; • A second literature study was also performed to get a better understanding of the continuous improvement philosophies of lean manufacturing including supplier support & development; and • To accomplish the objectives of this study, interview sessions were conducted with four senior managers of General Motors South Africa. The researcher selected the interviewees from the following departments within General Motors South Africa: Global Purchasing and Supply Chain; Supplier Quality and Development; Vehicle Assembly Operations and Material Supply. The interviewees from General Motors South Africa were identified as qualified data sources for this research project, as their professional opinions and viewpoints could best address the research questions.
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- Date Issued: 2007
The role of small, medium and micro-sized enterprises (smm's) in the socio-economic development of Buffalo City
- Authors: Sinxoto, Nomhle Beauty
- Date: 2007
- Subjects: Small business -- South Africa -- Buffalo City , South Africa -- Economic conditions
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8738 , http://hdl.handle.net/10948/793 , Small business -- South Africa -- Buffalo City , South Africa -- Economic conditions
- Description: Thirteen years in the new democratic South Africa, South Africa is still faced with socio-economic problems such as high rates of unemployment, shortage of housing, crime and HIV/Aids. Buffalo city falls within the Amathole District Municipality (ADM). ADM population is estimated at + 1, 67 million, being predominantly rural and living in low socio-economic conditions. The demographic trends of ADM population depict high poverty, illiteracy and unemployment rates, rendering them prone to high morbidity and mortality (www.amathole.gov.za, 2007). The aim of this research was to assess the role of the SMMEs in the socio-economic development of Buffalo City. This study is based on exploratory quantitative and qualitative research methodologies. Using a convenience sampling technique structured questionnaires were used to collect data amongst 28 SMMEs in Buffalo City. The findings of this study suggest that SMMEs play a vital role in the socio-economic development of Buffalo City. The SMMEs create employment and incomes; provide human capital investment in form of training programs and HIV/Aids programs; make donations to community structures; give sponsors to various sports clubs and food to the homeless. Finally SMMEs contribute towards tax revenues that in turn help reduce poverty and redistribute wealth. However, SMMEs in Buffalo City face a number of constraints, namely, lack of access to funding, lack of operating space, and high cost of property to lease and difficulty in finding trained competent staff. Further, the perceptions of the SMMEs about the adjudication of tenders was some biasness in the adjudication of tender in favour of those who were close to the public officials. There was no accountability and professionalism amongst the adjudicating officials. Finally the government was not doing enough to encourage SMME development in Buffalo City. In view of the socio-economic benefits of the SMMEs in Buffalo city, it is recommended that support programmes to the SMMEs should be enhanced. On the basis of the findings in this study, it is suggested that assistance to the SMMEs should go beyond institutional support such as Ntsika, Khula, DTI and/or SEDA but should be targeted to funding opportunities for the SMMEs. Commercial banks should be involved in ensuring that SMMEs obtain access to funding. Infrastructural facilities such as affordable business premises should be provided for the SMMEs. Affordable premises will reduce the overhead costs of the SMMEs and in turn increase the profits of these SMMEs. Increase the profits of the SMMEs will ensure the survival of the SMMEs and will in turn contribute towards the upliftment of the socio-economic status of the people who would have otherwise been unemployed, destitute and poor.
- Full Text:
- Date Issued: 2007
A lean view on an Eastern Cape logistics service provider
- Authors: Catterall, Kent James
- Date: 2008
- Subjects: Production management -- Eastern Cape -- South Africa , Manufacturing processes -- Eastern Cape -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8713 , http://hdl.handle.net/10948/931 , Production management -- Eastern Cape -- South Africa , Manufacturing processes -- Eastern Cape -- South Africa
- Description: Global competition is forcing all organisations, both manufacturing and service or ientated, to review their facil ities and processes from a productivity and quality standpoint. The concept of lean manufacturing has evolved from mass production methodologies developed by Henry Ford. Lean methodology, as developed by the Toyota Motor Company of Japan, yields consistent product quality at a lower cost , while delivering greater variety to the customer. The purpose of this research was to identify lean methodology application to the service industr y and to evaluate its application to UTi South Africa (PTY) LTD. The research presented an empirical study of how a lean tool can be a ppl ied at UTi South Africa (PTY) LTD service operations and possible lean models for UTi Port Elizabeth. The research study found that lean methodology can be applied to the freight forwarding industry and that opportunities exist for lean to improve productivity.
- Full Text:
- Date Issued: 2008
A study of the conducivness of the culture at Freeworld Automotive Coatings to the implementation of lean maunfacturing techniques
- Authors: Gray, Alexander George
- Date: 2008
- Subjects: Corporate culture -- South Africa , Organizational behavior -- South Africa , Organizational change -- South Africa , Organizational effectiveness -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8719 , http://hdl.handle.net/10948/910 , Corporate culture -- South Africa , Organizational behavior -- South Africa , Organizational change -- South Africa , Organizational effectiveness -- South Africa
- Description: It is becoming increasingly important for companies to be responsive to global demands and in order to remain competitive, many companies are looking at lean manufacturing to help them achieve this. Lean manufacturing is however more than just a set of tools as it also requires a change in the organisational culture of the company involved. The creation of an organisation that has a culture of continuous improvement and achieving results through its various principles and philosophies is a main factor in Toyota’s Toyota Way Model. It was the aim of this research study to analyse and determine the factors relating to the impact of an organisation’s culture on the concepts of lean manufacturing based on the Toyota Way model. This was achieved by analysing how conducive the current organisational culture at Freeworld Automotive Coatings to the implementation of Lean Manufacturing principles? The method used for the research study was the questionnaire method using a lean culture assessment questionnaire that has been designed by the researcher that was aligned to the principles important to the Toyota Way model. It can be concluded from the research findings of this study indicates that the existing organisational culture of Freeworld Automotive coatings is relatively conducive to the implementation of lean manufacturing principles within the company.
- Full Text:
- Date Issued: 2008
Action research on leadership style, and relationships in an East London law firm
- Authors: Stoltz, Tania
- Date: 2008
- Subjects: Action research Law offices Leadership Law firms--South Africa--East London Law offices--South Africa--East London
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:798 , http://hdl.handle.net/10962/d1004592
- Description: "Good leadership springs from a genuine passion for the work and a genuine concern for other people. Great Leaders are people who love what they do and want to share that love with others. " (Daft, 2005:20). During an informal discussion with my husband Hugo Daniels, the leader in this Action Research Case Study, it became apparent that lawyers do not attend a single module or complete a single subject during their formal training at university to obtain their law degree that is related to the field of leadership and how to lead, inspire and motivate followers. The discussion centered on the problems the leader was experiencing in his East London law firm, problems he believed to be as a result of his lack of knowledge in the field of leadership. And so this research project began. It was obvious from the start that to intervene in the firm in order to bring about change would need the participation of everyone in the firm. The first step towards facilitating change would be to change the leadership style of the director of the firm. He would be required to gain knowledge in the field of leadership and the effects that different leadership styles have on followers. At the same time staff's perception of the current leadership style would have to be determined, as well as the desired style for their leader. The research process could then begin, based on the needs expressed by the staff and with participation from all levels in the firm. The case involved 27 members of staff made up of three heads of departments, twenty three general staff members and the leader. Data was gathered through formal interviews with the leader and the heads of departments, as well as from personal journals kept by two heads of departments and the leader. General staff members were first asked to complete The Productive Practice Survey (Hall 1987) to determine their perceptions of the current leadership style in the firm and what they thought they needed from their leader if the firm is to move forward. The Productive Practice Survey (Hall 1987) was not used with the intention of gathering quantitative data, but rather as a means of gathering information of staff's perception in general while ensuring anonymity, so as to facilitate a discussion during a feedback session. The Productive Survey's (Hall 1987) content and working is explained in further detail in Chapter 3 on page 44. Initially participants were skeptical of the process and used the survey as a medium to lash out against the firm and Hugo Daniels as a leader, leaving no room for suggestions for improvement, an "it is what it is" approach. During the feedback session general staff members became more open when they realized that change would benefit them, as changes would be suggested by them and implemented with their participation. They became less reluctant about change and provided valuable input during the session. All participants understood that this Participatory Action Research intervention was only the beginning of change in the firm and the sustainability of the changes rests on the firm as a whole, and working towards it would be a continuous process not ending with the Participatory Action Research process.
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- Date Issued: 2008
An analysis of strategies used to manage conflict at Volkswagen of South Africa
- Authors: Conybeare, Gaily
- Date: 2008
- Subjects: Volkswagen of South Africa (Firm) , Conflict management -- South Africa , Motor vehicle industry -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8743 , http://hdl.handle.net/10948/762 , Volkswagen of South Africa (Firm) , Conflict management -- South Africa , Motor vehicle industry -- South Africa -- Port Elizabeth
- Description: This research study addresses the problem of determining the strategies that can be used by Internal Audit at Volkswagen of South Africa to manage conflict effectively. To achieve this objective a comprehensive literature study was performed to determine the views on conflict and evaluate the various conflict models. The study also included the reasons for and sources of conflict and the effects of conflict on the performance and controls within VWSA. The identification of conflict management strategies and subsequent conflict management styles were revealed by the literature study. Various discussions from different authors on how to resolve conflict situations are also discussed. The literature review serves as a model in the development of a guideline for VWSA Internal Audit team and management to manage conflict. Senior Management, middle management and staff from various departments within VWSA were requested to complete a questionnaire in order to determine the strategies and effectiveness of these strategies used by Internal Audit to manage conflict. The questionnaire was developed in accordance with the findings from the research. A pilot study was conducted to evaluate the relevance of the study to the problem questions and to evaluate whether the questionnaire will be easily understood. The answers of the respondents were analyzed and compared to the findings of the literature study. The information obtained from the literature study and from the respondents resulted in various recommendations and conclusions.
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- Date Issued: 2008