Creating value through customer relationships in the services sector
- Authors: Allie, Hisham
- Date: 2007
- Subjects: Customer services , Value added
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8740 , http://hdl.handle.net/10948/790 , Customer services , Value added
- Description: Many academic studies in the past have focussed on how to create value for businesses in terms of adding profit to the bottom line through performance, and many argue that adding value for the client is also viewed as a profitable business strategy. This strategy translates as a win-win business relationship since long-term relationships ensure customer loyalty, customer retention and repeat business. In the services sector, it is difficult to quantify the worth or value that a particular service has since services are intangible products. The perception of value of such a service is known as “perceived value” since value recognition rests with the consumer who attempts to quantify the worth of that service. It is generally accepted in the services sector that establishing long-term, mutually beneficial, meaningful business relationships add value for the client and helps them to attach a value to the services that company provides. A company cannot establish such relationships without the help of its employees who represents the face of the organisation and implements the value adding strategy on the organisation’s behalf. Recent studies have begun to address this, examining value creation in business relationships in the context of the sale of tangible goods. The process of value creation for customers in services relationships remains underresearched. Perceived value explains why customers choose one particular service over another, why service companies gain competitive advantage by maintaining genuine longterm customer relationships, and why “the personal touch”, created through emotional attributes such as trust, caring and empathy, adds value from customers’ perspective. This dissertation presents a study of perceived value from the perspective of the customer within the context of the delivery of a credence product in a services relationship model. Using grounded theory methodology; following in-depth interviews with consumers of general insurance, a number of customer-value creation dimensions for businesses have been identified. Parallel interviews with members of staff from the supplier company add a further perspective. This research demonstrates how organisations or suppliers in the services industry can add value when delivering a credence product in a services relationship context. It is believed that an understanding of the value-adding dimensions can be implemented to create opportunities to build value for customers, with commensurate benefits for suppliers. Following analysis of the interviews held with each buyer, a total of six value dimensions are identified in the findings chapter. Each dimension is individually described, discussed, and illustrated with quotations from customers and supplier’s staff. Other issues relating to value arising from the interviews are examined in the discussion chapter. Three areas for further research are proposed in the conclusion.
- Full Text:
- Date Issued: 2007
- Authors: Allie, Hisham
- Date: 2007
- Subjects: Customer services , Value added
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8740 , http://hdl.handle.net/10948/790 , Customer services , Value added
- Description: Many academic studies in the past have focussed on how to create value for businesses in terms of adding profit to the bottom line through performance, and many argue that adding value for the client is also viewed as a profitable business strategy. This strategy translates as a win-win business relationship since long-term relationships ensure customer loyalty, customer retention and repeat business. In the services sector, it is difficult to quantify the worth or value that a particular service has since services are intangible products. The perception of value of such a service is known as “perceived value” since value recognition rests with the consumer who attempts to quantify the worth of that service. It is generally accepted in the services sector that establishing long-term, mutually beneficial, meaningful business relationships add value for the client and helps them to attach a value to the services that company provides. A company cannot establish such relationships without the help of its employees who represents the face of the organisation and implements the value adding strategy on the organisation’s behalf. Recent studies have begun to address this, examining value creation in business relationships in the context of the sale of tangible goods. The process of value creation for customers in services relationships remains underresearched. Perceived value explains why customers choose one particular service over another, why service companies gain competitive advantage by maintaining genuine longterm customer relationships, and why “the personal touch”, created through emotional attributes such as trust, caring and empathy, adds value from customers’ perspective. This dissertation presents a study of perceived value from the perspective of the customer within the context of the delivery of a credence product in a services relationship model. Using grounded theory methodology; following in-depth interviews with consumers of general insurance, a number of customer-value creation dimensions for businesses have been identified. Parallel interviews with members of staff from the supplier company add a further perspective. This research demonstrates how organisations or suppliers in the services industry can add value when delivering a credence product in a services relationship context. It is believed that an understanding of the value-adding dimensions can be implemented to create opportunities to build value for customers, with commensurate benefits for suppliers. Following analysis of the interviews held with each buyer, a total of six value dimensions are identified in the findings chapter. Each dimension is individually described, discussed, and illustrated with quotations from customers and supplier’s staff. Other issues relating to value arising from the interviews are examined in the discussion chapter. Three areas for further research are proposed in the conclusion.
- Full Text:
- Date Issued: 2007
Investigating the feasibility of an indoor aquatic centre for the Nelson Mandela Bay Metropole
- Janse van Rensburg, Philippus Jacobus
- Authors: Janse van Rensburg, Philippus Jacobus
- Date: 2007
- Subjects: Aquatic sports facilities -- South Africa -- Port Elizabeth -- Designs and plans , Sports facilities -- South Africa -- Port Elizabeth , Recreation centers -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8739 , http://hdl.handle.net/10948/791 , Aquatic sports facilities -- South Africa -- Port Elizabeth -- Designs and plans , Sports facilities -- South Africa -- Port Elizabeth , Recreation centers -- South Africa -- Eastern Cape
- Description: The purpose of this study was to investigate the feasibility of an Indoor Aquatic Centre for the Nelson Mandela Bay Metropole. The main problem was to establish the minimum aquatic facilities an Indoor Aquatic Centre must have, to be able to host National and International aquatic events. The sub problems identified to address the main problem were as follows: - Should accommodation be available at the Indoor Aquatic Centre? - Should medical facilities be available at the Indoor Aquatic Centre? - Should there be a gymnasium at the Indoor Aquatic Centre? - Should there be food malls available at the Indoor Aquatic Centre? - Will sports tourism in the Nelson Mandela Bay Metropole benefit from an Indoor Aquatic Centre? In this study the researcher discusses current tourism opportunities, possible sports tourism opportunities and the current aquatic facilities the Nelson Mandela Bay Metropole has to offer. From the discussion regarding these issues it was found that the metropole do offer many attraction opportunities including the following: - Adventure and Sport; - Agriculture; - Arts and Culture; - Business and Conferencing; - Coastal and Beaches; - Entertainment and Shopping; - Historical; - Wild Life and Nature. Adventure and Sport attractions contribute to sports tourism in the metropole and an Indoor Aquatic Centre could enable the metropole to improve sports tourism figures to the metropole. Sports tourism is defined as any tourism that is linked with a sports event. The conclusion can be made that the main initiative for sports tourism is to host a major sporting event to attract tourists. Adding other tourist attractions makes the destination more attractive. It is also important that the community is educated and informed about sports tourism so that the tourist and the community benefits from the event. Indoor Aquatic Centres found in countries like Australia, Canada, Europe, Russia, The Far East, United Kingdom and the United States of America, were discussed to identify the minimum requirements for an Indoor Aquatic Centre. The literature study has shown that the Indoor Aquatic Centre should be a multi purpose centre with a minimum of two heated pools and leisure facilities included. This will enable the centre to generate different streams of income to enhance sustainability. The aquatic centre should also be designed to host National and International events, but not necessarily for Olympic Games events. An empirical study was done to see if the respondents agree on the minimum requirements for an Indoor Aquatic Centre, identified by the literature study and if they agree that sports tourism within the Nelson Mandela Bay Metropole will benefit from an Indoor Aquatic Centre. The conclusion of the empirical study is that the respondents’ view correlate with the information found during the literature study regarding the minimum requirements for an Indoor Aquatic Centre listed as follows: - The minimum number of heated pools are two consisting of a fifty metre ten lane pool and a twenty five metre ten lane pool; - A food mall that consists of a restaurant, fast food stalls and a food store; - Medical facilities, conference facilities, gymnasium and other leisure facilities must also be available; - Accommodation facilities must be available and consists of two and three bedroom fully serviced apartments; - The Indoor Aquatic centre must be able to have seating for 2000 people and parking for 1000 vehicles. The study has addressed the main problem and the sub problems, but further research needs to be conducted regarding the funding of the Indoor Aquatic Centre as this issue was not successfully addressed. More information is needed regarding the different ways of funding and who the stakeholders should be in this process.
- Full Text:
- Date Issued: 2007
- Authors: Janse van Rensburg, Philippus Jacobus
- Date: 2007
- Subjects: Aquatic sports facilities -- South Africa -- Port Elizabeth -- Designs and plans , Sports facilities -- South Africa -- Port Elizabeth , Recreation centers -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8739 , http://hdl.handle.net/10948/791 , Aquatic sports facilities -- South Africa -- Port Elizabeth -- Designs and plans , Sports facilities -- South Africa -- Port Elizabeth , Recreation centers -- South Africa -- Eastern Cape
- Description: The purpose of this study was to investigate the feasibility of an Indoor Aquatic Centre for the Nelson Mandela Bay Metropole. The main problem was to establish the minimum aquatic facilities an Indoor Aquatic Centre must have, to be able to host National and International aquatic events. The sub problems identified to address the main problem were as follows: - Should accommodation be available at the Indoor Aquatic Centre? - Should medical facilities be available at the Indoor Aquatic Centre? - Should there be a gymnasium at the Indoor Aquatic Centre? - Should there be food malls available at the Indoor Aquatic Centre? - Will sports tourism in the Nelson Mandela Bay Metropole benefit from an Indoor Aquatic Centre? In this study the researcher discusses current tourism opportunities, possible sports tourism opportunities and the current aquatic facilities the Nelson Mandela Bay Metropole has to offer. From the discussion regarding these issues it was found that the metropole do offer many attraction opportunities including the following: - Adventure and Sport; - Agriculture; - Arts and Culture; - Business and Conferencing; - Coastal and Beaches; - Entertainment and Shopping; - Historical; - Wild Life and Nature. Adventure and Sport attractions contribute to sports tourism in the metropole and an Indoor Aquatic Centre could enable the metropole to improve sports tourism figures to the metropole. Sports tourism is defined as any tourism that is linked with a sports event. The conclusion can be made that the main initiative for sports tourism is to host a major sporting event to attract tourists. Adding other tourist attractions makes the destination more attractive. It is also important that the community is educated and informed about sports tourism so that the tourist and the community benefits from the event. Indoor Aquatic Centres found in countries like Australia, Canada, Europe, Russia, The Far East, United Kingdom and the United States of America, were discussed to identify the minimum requirements for an Indoor Aquatic Centre. The literature study has shown that the Indoor Aquatic Centre should be a multi purpose centre with a minimum of two heated pools and leisure facilities included. This will enable the centre to generate different streams of income to enhance sustainability. The aquatic centre should also be designed to host National and International events, but not necessarily for Olympic Games events. An empirical study was done to see if the respondents agree on the minimum requirements for an Indoor Aquatic Centre, identified by the literature study and if they agree that sports tourism within the Nelson Mandela Bay Metropole will benefit from an Indoor Aquatic Centre. The conclusion of the empirical study is that the respondents’ view correlate with the information found during the literature study regarding the minimum requirements for an Indoor Aquatic Centre listed as follows: - The minimum number of heated pools are two consisting of a fifty metre ten lane pool and a twenty five metre ten lane pool; - A food mall that consists of a restaurant, fast food stalls and a food store; - Medical facilities, conference facilities, gymnasium and other leisure facilities must also be available; - Accommodation facilities must be available and consists of two and three bedroom fully serviced apartments; - The Indoor Aquatic centre must be able to have seating for 2000 people and parking for 1000 vehicles. The study has addressed the main problem and the sub problems, but further research needs to be conducted regarding the funding of the Indoor Aquatic Centre as this issue was not successfully addressed. More information is needed regarding the different ways of funding and who the stakeholders should be in this process.
- Full Text:
- Date Issued: 2007
The role of GMSA to assist their suppliers with the successful implementation of lean practices
- Authors: Conybeare, Nabiel
- Date: 2007
- Subjects: General Motors (South Africa) , Production management -- South Africa , Business logistics -- Management , Automobile industry and trade -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8742 , http://hdl.handle.net/10948/763 , General Motors (South Africa) , Production management -- South Africa , Business logistics -- Management , Automobile industry and trade -- Management
- Description: Over the past couple of decades traditional manufacturing techniques have been replaced by lean production around the world. This change in production methodology brought about the opportunity for numerous companies to reduce costs and customer lead time through the application of this lean philosophy. The worldwide shift from traditional manufacturing to lean manufacturing can be ascribed to the success of Toyota Motor Company. Lean manufacturing refers to a manufacturing improvement process in order to minimize or eliminate waste while maximizing production flow (Tapping, et al., 2002:30). A value stream includes all the operations and processes to transform raw material into finished products or services. Value stream is a management tool used for the planning of a production process involving lean techniques through systematic data capturing and analysis (Tapping 2002 et al., 41). Value stream is a proven process for planning the improvements that will allow companies to develop lean practices. One key to Toyota’s success that GMSA and many other South African companies have not been able to emulate is the transformation of their suppliers to apply the lean philosophy. This lack of supplier transformation is due to various reasons including supplier proximity, supplier relationships, supplier performance levels, and the ordering policies used for supplied parts. Even though many manufacturing organizations realize the importance of practicing lean manufacturing techniques, few organizations apply lean techniques with the required knowledge and tools to transform their organization from traditional manufacturing to lean manufacturing. This research project is based purely on the lean manufacturing principles and philosophies. The aim of the study is to make GMSA’s suppliers aware of the principles and processes of lean manufacturing and to develop a lean implementation strategy to assist organizations with the successful implementation of lean practices. In order to correctly implement and sustain lean manufacturing practices this study will also focus on supplier support and development and the behavior an organization must exhibit to make this transformation a success. The research methodology comprised the following steps: • A literature study was performed by the researcher to get a better understanding of the principles and philosophies of lean manufacturing; • A second literature study was also performed to get a better understanding of the continuous improvement philosophies of lean manufacturing including supplier support & development; and • To accomplish the objectives of this study, interview sessions were conducted with four senior managers of General Motors South Africa. The researcher selected the interviewees from the following departments within General Motors South Africa: Global Purchasing and Supply Chain; Supplier Quality and Development; Vehicle Assembly Operations and Material Supply. The interviewees from General Motors South Africa were identified as qualified data sources for this research project, as their professional opinions and viewpoints could best address the research questions.
- Full Text:
- Date Issued: 2007
- Authors: Conybeare, Nabiel
- Date: 2007
- Subjects: General Motors (South Africa) , Production management -- South Africa , Business logistics -- Management , Automobile industry and trade -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8742 , http://hdl.handle.net/10948/763 , General Motors (South Africa) , Production management -- South Africa , Business logistics -- Management , Automobile industry and trade -- Management
- Description: Over the past couple of decades traditional manufacturing techniques have been replaced by lean production around the world. This change in production methodology brought about the opportunity for numerous companies to reduce costs and customer lead time through the application of this lean philosophy. The worldwide shift from traditional manufacturing to lean manufacturing can be ascribed to the success of Toyota Motor Company. Lean manufacturing refers to a manufacturing improvement process in order to minimize or eliminate waste while maximizing production flow (Tapping, et al., 2002:30). A value stream includes all the operations and processes to transform raw material into finished products or services. Value stream is a management tool used for the planning of a production process involving lean techniques through systematic data capturing and analysis (Tapping 2002 et al., 41). Value stream is a proven process for planning the improvements that will allow companies to develop lean practices. One key to Toyota’s success that GMSA and many other South African companies have not been able to emulate is the transformation of their suppliers to apply the lean philosophy. This lack of supplier transformation is due to various reasons including supplier proximity, supplier relationships, supplier performance levels, and the ordering policies used for supplied parts. Even though many manufacturing organizations realize the importance of practicing lean manufacturing techniques, few organizations apply lean techniques with the required knowledge and tools to transform their organization from traditional manufacturing to lean manufacturing. This research project is based purely on the lean manufacturing principles and philosophies. The aim of the study is to make GMSA’s suppliers aware of the principles and processes of lean manufacturing and to develop a lean implementation strategy to assist organizations with the successful implementation of lean practices. In order to correctly implement and sustain lean manufacturing practices this study will also focus on supplier support and development and the behavior an organization must exhibit to make this transformation a success. The research methodology comprised the following steps: • A literature study was performed by the researcher to get a better understanding of the principles and philosophies of lean manufacturing; • A second literature study was also performed to get a better understanding of the continuous improvement philosophies of lean manufacturing including supplier support & development; and • To accomplish the objectives of this study, interview sessions were conducted with four senior managers of General Motors South Africa. The researcher selected the interviewees from the following departments within General Motors South Africa: Global Purchasing and Supply Chain; Supplier Quality and Development; Vehicle Assembly Operations and Material Supply. The interviewees from General Motors South Africa were identified as qualified data sources for this research project, as their professional opinions and viewpoints could best address the research questions.
- Full Text:
- Date Issued: 2007
Engaging employees to build a performance culture in Telkom's NCC division
- Authors: Goliath, Elize
- Date: 2007
- Subjects: Performance -- Management , Quality assurance -- Management , Organizational effectiveness , Telkom (Firm : South Africa)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8591 , http://hdl.handle.net/10948/1051 , Performance -- Management , Quality assurance -- Management , Organizational effectiveness , Telkom (Firm : South Africa)
- Description: Operating as a commercial company since October 1991, Telkom has grown into the largest communications services provider in Africa based on operating revenue and assets. The Group, consisting of the fixed-line company Telkom and a 50 per cent shareholding in mobile operator Vodacom. Telkom has changed its vision to the following: “To be a leading customer and employee centric ICT solutions service provider”. The company has been retrenching staff since 1999 and the staff numbers have reduced significantly from approximately 65 000 people to 25 575 people in 2006. The focus has been on increasing shareholder value and the staff feel that their value has not been recognised. The research paper focused on the extent that employees engaged to build a performance culture in Telkom’s NCC division. The following research methodology was followed: - A literature survey to determine factors or behaviours that will enhance employee engagement in building a performance culture and what Telkom NCC can do to build the workplace that will foster higher levels of employee engagement. - A survey was conducted to determine what the engagement levels of employees are at Telkom NCC, what stops the employees from doing their best and what Telkom NCC division can do to show they care and value their staff as according to their employees by means of a questionnaire. - The findings from the literature study and empirical study would be used to determine to what extent are employees engaged to build a performance culture in Telkom’s NCC division. A self administered questionnaire was used to collect the data required for this research. In conclusion it was said that employee engagement is a partnership between the company and the employees where everyone works together to achieve the business objectives of the company and the personal aspirations of employees. The organization has the responsibility to create the conditions for this to happen (Understanding Employee Engagement, 2004: 2). It was recommended that in order for NCC to enhance their employees attitudes toward the promoters’ team especially in terms of pride, strong attachment, feeling part of the family and motivating employees to do well promoters must concentrate on building relationships with their teams and individual members of the team. Employees must also be given decision making power for implementing the idea. NCC should educate their leaders on the value of recognition and the best way to go about it. In order for employees to grow and be promoted into higher positions, NCC must consider that if positions become available that they first be advertised in the NCC division before it be made available to the rest of the company.
- Full Text:
- Date Issued: 2007
- Authors: Goliath, Elize
- Date: 2007
- Subjects: Performance -- Management , Quality assurance -- Management , Organizational effectiveness , Telkom (Firm : South Africa)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8591 , http://hdl.handle.net/10948/1051 , Performance -- Management , Quality assurance -- Management , Organizational effectiveness , Telkom (Firm : South Africa)
- Description: Operating as a commercial company since October 1991, Telkom has grown into the largest communications services provider in Africa based on operating revenue and assets. The Group, consisting of the fixed-line company Telkom and a 50 per cent shareholding in mobile operator Vodacom. Telkom has changed its vision to the following: “To be a leading customer and employee centric ICT solutions service provider”. The company has been retrenching staff since 1999 and the staff numbers have reduced significantly from approximately 65 000 people to 25 575 people in 2006. The focus has been on increasing shareholder value and the staff feel that their value has not been recognised. The research paper focused on the extent that employees engaged to build a performance culture in Telkom’s NCC division. The following research methodology was followed: - A literature survey to determine factors or behaviours that will enhance employee engagement in building a performance culture and what Telkom NCC can do to build the workplace that will foster higher levels of employee engagement. - A survey was conducted to determine what the engagement levels of employees are at Telkom NCC, what stops the employees from doing their best and what Telkom NCC division can do to show they care and value their staff as according to their employees by means of a questionnaire. - The findings from the literature study and empirical study would be used to determine to what extent are employees engaged to build a performance culture in Telkom’s NCC division. A self administered questionnaire was used to collect the data required for this research. In conclusion it was said that employee engagement is a partnership between the company and the employees where everyone works together to achieve the business objectives of the company and the personal aspirations of employees. The organization has the responsibility to create the conditions for this to happen (Understanding Employee Engagement, 2004: 2). It was recommended that in order for NCC to enhance their employees attitudes toward the promoters’ team especially in terms of pride, strong attachment, feeling part of the family and motivating employees to do well promoters must concentrate on building relationships with their teams and individual members of the team. Employees must also be given decision making power for implementing the idea. NCC should educate their leaders on the value of recognition and the best way to go about it. In order for employees to grow and be promoted into higher positions, NCC must consider that if positions become available that they first be advertised in the NCC division before it be made available to the rest of the company.
- Full Text:
- Date Issued: 2007
A study of the conflict between maintenance and production functions in a manufacturing organisation in Port Elizabeth
- Authors: Petronio, Riccardo Vinicio
- Date: 2007
- Subjects: Conflict management -- South Africa -- Port Elizabeth , Organizational behavior -- South Africa -- Port Elizabeth , Supervision of employees -- South AFrica -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8737 , http://hdl.handle.net/10948/794 , Conflict management -- South Africa -- Port Elizabeth , Organizational behavior -- South Africa -- Port Elizabeth , Supervision of employees -- South AFrica -- Port Elizabeth
- Description: If manufacturing organisations are to improve their competitive positions in the global arena and increase profitability, their operations strategies need to be focused on: reducing cost, improving quality, increasing efficiency, improving the speed of delivery, developing and improving process flexibility, and ensuring that higher service levels are achieved and maintained. One of the critical success factors in implementing these strategies, within manufacturing organisations, is the relationship that exists between the maintenance and production functions. There is sufficient evidence to suggest that in many manufacturing organisations, the relationship that exists between these two functions is usually one of conflict, which if left unmanaged or unresolved has the potential to severely hamper effectiveness, productivity, creativity, and profitability of the organisation. The overall purpose of this research was to identify the interventions that manufacturing organisations can pursue, to effectively manage and resolve the conflict between the production and maintenance functions, in order to improve their competitive position in the global economy. The study was conducted in one particular manufacturing organisation in Port Elizabeth in the Eastern Cape. A research questionnaire was used as a means for collecting empirical data. The research questionnaire included various instruments used by previous conflict researchers, to identify and analyse the following dimensions of conflict within the organisation: conflict management styles used, the types of conflict perceived, and the amount of conflict perceived. The questionnaire was also designed to identify the sources of conflict, collect demographic information, identify issues relating to diversity, and indicate the respondents’ preferences to various organisational reporting structures. The results of the survey revealed key findings, which enabled the researcher to draw meaningful conclusions, and make recommendations as to how organisations can effectively manage and resolve the conflict that exists between maintenance and production functions.
- Full Text:
- Date Issued: 2007
- Authors: Petronio, Riccardo Vinicio
- Date: 2007
- Subjects: Conflict management -- South Africa -- Port Elizabeth , Organizational behavior -- South Africa -- Port Elizabeth , Supervision of employees -- South AFrica -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8737 , http://hdl.handle.net/10948/794 , Conflict management -- South Africa -- Port Elizabeth , Organizational behavior -- South Africa -- Port Elizabeth , Supervision of employees -- South AFrica -- Port Elizabeth
- Description: If manufacturing organisations are to improve their competitive positions in the global arena and increase profitability, their operations strategies need to be focused on: reducing cost, improving quality, increasing efficiency, improving the speed of delivery, developing and improving process flexibility, and ensuring that higher service levels are achieved and maintained. One of the critical success factors in implementing these strategies, within manufacturing organisations, is the relationship that exists between the maintenance and production functions. There is sufficient evidence to suggest that in many manufacturing organisations, the relationship that exists between these two functions is usually one of conflict, which if left unmanaged or unresolved has the potential to severely hamper effectiveness, productivity, creativity, and profitability of the organisation. The overall purpose of this research was to identify the interventions that manufacturing organisations can pursue, to effectively manage and resolve the conflict between the production and maintenance functions, in order to improve their competitive position in the global economy. The study was conducted in one particular manufacturing organisation in Port Elizabeth in the Eastern Cape. A research questionnaire was used as a means for collecting empirical data. The research questionnaire included various instruments used by previous conflict researchers, to identify and analyse the following dimensions of conflict within the organisation: conflict management styles used, the types of conflict perceived, and the amount of conflict perceived. The questionnaire was also designed to identify the sources of conflict, collect demographic information, identify issues relating to diversity, and indicate the respondents’ preferences to various organisational reporting structures. The results of the survey revealed key findings, which enabled the researcher to draw meaningful conclusions, and make recommendations as to how organisations can effectively manage and resolve the conflict that exists between maintenance and production functions.
- Full Text:
- Date Issued: 2007
Estimating the willingness-to-pay for restoring indigenous vegetation at selected sites in South Africa
- Authors: Tessendorf, Sharon Erica
- Date: 2007
- Subjects: Water resources development -- South Africa , Water-supply -- South Africa , Alien plants -- South Africa , Restoration ecology -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:8999 , http://hdl.handle.net/10948/617 , Water resources development -- South Africa , Water-supply -- South Africa , Alien plants -- South Africa , Restoration ecology -- South Africa
- Description: The Working for Water (WfW) Programme is a public works programme designed to clear South Africa of invasive alien vegetation and to restore lowwater consuming indigenous vegetation in the areas that have been cleared. Funds to clear alien invasives were initially secured on the basis that such a programme would increase water runoff, facilitate biodiversity and ecosystem functioning, and provide social benefits through job creation. The economic merits of the Programme, in terms of increased water yields, has been established in the Western Cape and KwaZulu-Natal, but questioned in the Eastern and Southern Cape. However, there are economic aspects of the studies carried out in the Eastern and Southern Cape that merit more attention than was given them; one of these being the issue of non-water benefits. Preliminary figures emanating from contingent valuation pilot studies conducted at six WfW projects sites indicated that one of these non-water benefits, namely the biodiversity and ecosystem resilience benefit, could be substantial. As such, the primary objective of the present study was to apply the contingent valuation method (CVM) to value people’s preference for indigenous vegetation. This value was intended to serve as a proxy for increased biodiversity and ecosystem resilience at three WfW sites. Despite the controversy surrounding the CVM, it has been found that it is a credible valuation tool. The CVM’s merits lie in its versatility and in the fact that it is the only method available which is capable of obtaining estimates of both nonuse and use values, thus making it applicable for valuing biodiversity. The primary aim of a CVM study is to determine an estimate of the total willingness-to-pay (WTP). In this study, the total WTP figure was calculated by multiplying the median WTP for the local WfW Programme by the total number of user households. The respective total WTP amounts are shown in Table 1. It was anticipated that respondents would be willing to pay more for the national WfW Programme, than for the less inclusive good (i.e. the local WfW Programme). The results correspond with this expectation at the Port Elizabeth and Underberg sites. However, due to strategic factors Worcester respondents were willing to pay more for the local WfW Programme than for the national Programme.
- Full Text:
- Date Issued: 2007
- Authors: Tessendorf, Sharon Erica
- Date: 2007
- Subjects: Water resources development -- South Africa , Water-supply -- South Africa , Alien plants -- South Africa , Restoration ecology -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:8999 , http://hdl.handle.net/10948/617 , Water resources development -- South Africa , Water-supply -- South Africa , Alien plants -- South Africa , Restoration ecology -- South Africa
- Description: The Working for Water (WfW) Programme is a public works programme designed to clear South Africa of invasive alien vegetation and to restore lowwater consuming indigenous vegetation in the areas that have been cleared. Funds to clear alien invasives were initially secured on the basis that such a programme would increase water runoff, facilitate biodiversity and ecosystem functioning, and provide social benefits through job creation. The economic merits of the Programme, in terms of increased water yields, has been established in the Western Cape and KwaZulu-Natal, but questioned in the Eastern and Southern Cape. However, there are economic aspects of the studies carried out in the Eastern and Southern Cape that merit more attention than was given them; one of these being the issue of non-water benefits. Preliminary figures emanating from contingent valuation pilot studies conducted at six WfW projects sites indicated that one of these non-water benefits, namely the biodiversity and ecosystem resilience benefit, could be substantial. As such, the primary objective of the present study was to apply the contingent valuation method (CVM) to value people’s preference for indigenous vegetation. This value was intended to serve as a proxy for increased biodiversity and ecosystem resilience at three WfW sites. Despite the controversy surrounding the CVM, it has been found that it is a credible valuation tool. The CVM’s merits lie in its versatility and in the fact that it is the only method available which is capable of obtaining estimates of both nonuse and use values, thus making it applicable for valuing biodiversity. The primary aim of a CVM study is to determine an estimate of the total willingness-to-pay (WTP). In this study, the total WTP figure was calculated by multiplying the median WTP for the local WfW Programme by the total number of user households. The respective total WTP amounts are shown in Table 1. It was anticipated that respondents would be willing to pay more for the national WfW Programme, than for the less inclusive good (i.e. the local WfW Programme). The results correspond with this expectation at the Port Elizabeth and Underberg sites. However, due to strategic factors Worcester respondents were willing to pay more for the local WfW Programme than for the national Programme.
- Full Text:
- Date Issued: 2007
Identifying departmental team dynamics in a regulated casino environment
- Authors: Hughes, David Robert
- Date: 2007
- Subjects: Teams in the workplace -- South Africa , Teams in the workplace -- Training of , Casinos -- Management , Management -- Employee participation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8734 , http://hdl.handle.net/10948/798 , Teams in the workplace -- South Africa , Teams in the workplace -- Training of , Casinos -- Management , Management -- Employee participation -- South Africa
- Description: Literature has been reviewed on the formation and structure of groups and teams in order to establish what differences there are in the types of teams that exist in the modern workplace, and what it is that facilitates effective and high performance of such teams. From the results of the qualitative research conducted, the author is of the opinion that the notion of teams operating in the regulated casino environment is somewhat exaggerated. At year end functions and award ceremonies, mention is made of the teams that successfully contributed to the various achievements but, upon closer inspection, no teams are evident at the “coal face”. Some of the reasons for this may be that there appears to be a lack of those skills necessary to harness people into successful teams especially during the early stages of the business lifecycle. Too few people at grass root level have the required knowledge, skills and attitude to take the lead and form a team especially in an unfamiliar environment. It may also be as a result of the different management styles imposed on the labour force over a long period of time. As organisations are forced to become more competitive, especially on the global market, it is the author’s opinion that the management style in progressive organisations will probably have shifted from autocratic to paternalistic to democratic; yet very few businesses are practicing participative management, although buzzwords relating to participative management are used freely. Ultimately, accountability rests with top management and results are measured by bottom line figures. Since accountability is centralised, the intrinsic and extrinsic rewards for success are also confined to management who is likely to be criticised, attacked, or got rid of, and these recipients are often not volunteering to share the benefits reaped – even though the recipients would mutter words such as “if it were not for my team” or “ thanks to my team”. With this viewpoint in mind the treatise aims to address specific and practical interventions that could be implemented without much organisational change and yet developing a culture of team development and team building within an organisation. The author is of the opinion that the responses imparted from the different respondents in the research results could benefit Sun International within its training methodology policy framework. Although, each casino unit is managed autonomously, Sun International, via its centralised training facility, could apply successful specific and practical training interventions in respect of team dynamics. Results extracted from unit staff climate surveys and staff feedback sessions could be collated from the different training departments within the group and presented in workshops at quarterly conferences and feedback seminars. The effectiveness of these interventions, once implemented, could be assessed in a performance measurement framework. Eales-White (1996: 34) quotes Peters as saying, “I observe the power of the team is so great that it is often wise to violate common sense and force a team structure on almost anything … companies that do, will achieve greater focus, stronger task orientation and enhanced individual commitment.
- Full Text:
- Date Issued: 2007
- Authors: Hughes, David Robert
- Date: 2007
- Subjects: Teams in the workplace -- South Africa , Teams in the workplace -- Training of , Casinos -- Management , Management -- Employee participation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8734 , http://hdl.handle.net/10948/798 , Teams in the workplace -- South Africa , Teams in the workplace -- Training of , Casinos -- Management , Management -- Employee participation -- South Africa
- Description: Literature has been reviewed on the formation and structure of groups and teams in order to establish what differences there are in the types of teams that exist in the modern workplace, and what it is that facilitates effective and high performance of such teams. From the results of the qualitative research conducted, the author is of the opinion that the notion of teams operating in the regulated casino environment is somewhat exaggerated. At year end functions and award ceremonies, mention is made of the teams that successfully contributed to the various achievements but, upon closer inspection, no teams are evident at the “coal face”. Some of the reasons for this may be that there appears to be a lack of those skills necessary to harness people into successful teams especially during the early stages of the business lifecycle. Too few people at grass root level have the required knowledge, skills and attitude to take the lead and form a team especially in an unfamiliar environment. It may also be as a result of the different management styles imposed on the labour force over a long period of time. As organisations are forced to become more competitive, especially on the global market, it is the author’s opinion that the management style in progressive organisations will probably have shifted from autocratic to paternalistic to democratic; yet very few businesses are practicing participative management, although buzzwords relating to participative management are used freely. Ultimately, accountability rests with top management and results are measured by bottom line figures. Since accountability is centralised, the intrinsic and extrinsic rewards for success are also confined to management who is likely to be criticised, attacked, or got rid of, and these recipients are often not volunteering to share the benefits reaped – even though the recipients would mutter words such as “if it were not for my team” or “ thanks to my team”. With this viewpoint in mind the treatise aims to address specific and practical interventions that could be implemented without much organisational change and yet developing a culture of team development and team building within an organisation. The author is of the opinion that the responses imparted from the different respondents in the research results could benefit Sun International within its training methodology policy framework. Although, each casino unit is managed autonomously, Sun International, via its centralised training facility, could apply successful specific and practical training interventions in respect of team dynamics. Results extracted from unit staff climate surveys and staff feedback sessions could be collated from the different training departments within the group and presented in workshops at quarterly conferences and feedback seminars. The effectiveness of these interventions, once implemented, could be assessed in a performance measurement framework. Eales-White (1996: 34) quotes Peters as saying, “I observe the power of the team is so great that it is often wise to violate common sense and force a team structure on almost anything … companies that do, will achieve greater focus, stronger task orientation and enhanced individual commitment.
- Full Text:
- Date Issued: 2007
The effect of HIV and AIDS on the viability and management of forestry contracting businesses in South Africa
- Authors: Steenkamp, Jacob Cornelus
- Date: 2007
- Subjects: Forest products Industry -- South Africa -- Employees -- Disease , AIDS (Disease) -- Economic aspects -- South Africa
- Language: English
- Type: Thesis , Doctoral , DBA
- Identifier: vital:8768 , http://hdl.handle.net/10948/735 , Forest products Industry -- South Africa -- Employees -- Disease , AIDS (Disease) -- Economic aspects -- South Africa
- Description: The aim of the research is to quantify the HIV prevalence in human resources of forestry contracting businesses and to develop a management framework to promote economic sustainability of forestry contractors. HIV tests were conducted in the forest industry on the employees of contracting concerns from 2002/2003 to 2004/2005 with an accompanying questionnaire to collect demographic data. The HIV test results were analyzed with the demographic data to determine relationships between HIV prevalence and demographic factors. Contractors responded to a questionnaire on the effect of HIV and AIDS prevalence on (their) contracting businesses. The questionnaire also collected information about HIV and AIDS interventions and assistance to HIV and AIDS affected employees. Key stakeholders of other forestry sub-sectors were interviewed to facilitate comparison of the different sub-sectors and to establish if there were major differences between the sub-sectors, however, the focus was on the human resources of the forestry contracting sub-sector. The research results indicated that the HIV prevalence was increasing for the research period and was, in some regions, exceeding 40 per cent. The highest prevalence was recorded in the Highveld and Zululand regions and the lowest prevalence in the North-Eastern Cape. The HIV prevalence for females was constantly higher than the incidence for males and the ratio of males to females (all regions) approximated 68 per cent to 32 per cent. The high prevalence of HIV results in major social and economic impacts. The economic impact is aggravated through regulation (due to perceived market failure) and a bid for more equal distribution of wealth in the economy. The result of the sum of the impacts alludes to a conversion from labour to capital; however, to make well-informed decisions, various scenarios should be simulated to establish the optimum labour to capital ratio. The research further established that appropriate staffing is increasingly difficult and that the development of human capital is under pressure due to the high prevalence of HIV and AIDS. HIV and AIDS mitigation programmes will make a significant contribution to the return on human capital assets, as the economic life and productivity of such assets will be enhanced by such interventions. The management framework developed was assessed to be visually acceptable and useful by domain experts; however, to realise the full potential of the framework it should be used with anticipation of the research results regarding prevalence and future estimated AIDS releases and in conjunction with industry cost simulation models.
- Full Text:
- Date Issued: 2007
- Authors: Steenkamp, Jacob Cornelus
- Date: 2007
- Subjects: Forest products Industry -- South Africa -- Employees -- Disease , AIDS (Disease) -- Economic aspects -- South Africa
- Language: English
- Type: Thesis , Doctoral , DBA
- Identifier: vital:8768 , http://hdl.handle.net/10948/735 , Forest products Industry -- South Africa -- Employees -- Disease , AIDS (Disease) -- Economic aspects -- South Africa
- Description: The aim of the research is to quantify the HIV prevalence in human resources of forestry contracting businesses and to develop a management framework to promote economic sustainability of forestry contractors. HIV tests were conducted in the forest industry on the employees of contracting concerns from 2002/2003 to 2004/2005 with an accompanying questionnaire to collect demographic data. The HIV test results were analyzed with the demographic data to determine relationships between HIV prevalence and demographic factors. Contractors responded to a questionnaire on the effect of HIV and AIDS prevalence on (their) contracting businesses. The questionnaire also collected information about HIV and AIDS interventions and assistance to HIV and AIDS affected employees. Key stakeholders of other forestry sub-sectors were interviewed to facilitate comparison of the different sub-sectors and to establish if there were major differences between the sub-sectors, however, the focus was on the human resources of the forestry contracting sub-sector. The research results indicated that the HIV prevalence was increasing for the research period and was, in some regions, exceeding 40 per cent. The highest prevalence was recorded in the Highveld and Zululand regions and the lowest prevalence in the North-Eastern Cape. The HIV prevalence for females was constantly higher than the incidence for males and the ratio of males to females (all regions) approximated 68 per cent to 32 per cent. The high prevalence of HIV results in major social and economic impacts. The economic impact is aggravated through regulation (due to perceived market failure) and a bid for more equal distribution of wealth in the economy. The result of the sum of the impacts alludes to a conversion from labour to capital; however, to make well-informed decisions, various scenarios should be simulated to establish the optimum labour to capital ratio. The research further established that appropriate staffing is increasingly difficult and that the development of human capital is under pressure due to the high prevalence of HIV and AIDS. HIV and AIDS mitigation programmes will make a significant contribution to the return on human capital assets, as the economic life and productivity of such assets will be enhanced by such interventions. The management framework developed was assessed to be visually acceptable and useful by domain experts; however, to realise the full potential of the framework it should be used with anticipation of the research results regarding prevalence and future estimated AIDS releases and in conjunction with industry cost simulation models.
- Full Text:
- Date Issued: 2007
The influence of service quality perceptions and customer satisfaction on patients' behavioural intentions in the healthcare industry
- Authors: Gray, Beverley Ann
- Date: 2007
- Subjects: Patient satisfaction -- South Africa , Medical care -- South Africa -- Evaluation , Hospitals, Proprietary -- Consumer satisfaction -- South Africa , Hospital patients -- South Africa -- Attitudes
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9294 , http://hdl.handle.net/10948/514 , Patient satisfaction -- South Africa , Medical care -- South Africa -- Evaluation , Hospitals, Proprietary -- Consumer satisfaction -- South Africa , Hospital patients -- South Africa -- Attitudes
- Description: Healthcare today has become a competitive industry, not only locally, but on a global level as well. In the South African economy the healthcare sector presently offers healthcare seekers two options to satisfy their healthcare needs – either through private business enterprises in the private sector or public enterprises in the public sector. Likewise, in the healthcare sector's hospital environment, patients can receive treatment from either private or public hospitals. As private business enterprises offering a relatively 'pure', but generally unsought-after service, private hospitals compete aggressively to attract patients. Patients are a hospital's lifeblood and they rightfully expect a high standard of customer service throughout the stay. With today's consumers being better informed, more sophisticated and more demanding than in the past, experts agree that the key to survival in the service industry today, almost without exception, is the quality of the service. The cornerstone of the service industry is without doubt the ability to deliver superior service quality that results in customer satisfaction. And the healthcare industry is no exception. Most consumers will experience a need for healthcare services at some time in their lives, but in South Africa, escalating medical costs in general and private hospitals in particular, have made private healthcare increasingly more expensive for the majority of the country's healthcare seekers. This situation raises the question of customer service in the private hospital industry and how patients' perceive service quality and evaluate customer satisfaction after a hospital stay. There is a growing body of empirical evidence from United States studies to show that service quality and customer (patient) satisfaction positively influence patients' behavioural intentions to reuse the hospital or recommend it to others (word-of-mouth endorsements). However, in South Africa, empirical studies to investigate these relationships have not been adequately addressed. This study was therefore an attempt to address the lack of scientific evidence and debate in the area of patient satisfaction. Against this background, the primary objective of this study was to measure patients' perceptions of service quality and customer satisfaction with a private hospital experience and to estimate the effect that each of these constructs will have on future behavioural intentions. More specifically, the present study was an attempt to assess empirically the most important dimensions of service quality and transaction-specific customer satisfaction dimensions that drive both patient loyalty and ‘overall’ or cumulative satisfaction in the South African private hospital industry. For the purpose of this study, buying intentions was used as a surrogate measure of loyalty as measured by willingness to reuse the hospital and/or willingness to recommend it to others (word-of-mouth endorsements). Initial exploratory research was conducted with the aim of assessing the views of three private hospital stakeholder groups, namely former patients, doctors and management about what the quality of service and customer satisfaction meant to each individual interviewed. A service enterprise that specialises in patient satisfaction surveys in the US provided particularly useful information during this phase of the study. Several case studies of patient satisfaction programmes, mostly at US hospitals, provided additional insights in this area. The study was conducted nationally at private hospitals owned by one of South Africa's three major hospital groups. Five private hospitals in four major centres were selected on a non-probability convenience basis to participate in the study. The hospital group's senior management and the management at each selected hospital gave their full commitment to ensure that the survey was successfully conducted in their hospital wards. Data were collected by means of a quantitative study using a selfadministered, structured questionnaire. Patients had to meet certain qualifying criteria which included being of adult age, in the hospital for an operation and at least one overnight stay. A total of 3 800 questionnaires was distributed to patients on a random basis in selected wards at the five hospitals by senior hospital staff designated for this task. From this distribution, 425 questionnaires were returned of which a final sample of 323 could be statistically analysed. To confirm the internal reliability of the measuring instrument, Cronbach alpha coefficients were calculated for each of the factors identified by the exploratory factor analysis. In order to assess the discriminant validity of the measuring instrument used to measure both service quality and customer satisfaction, the items were subjected to an exploratory factor analysis. The factors that emerged after the exploratory factor analysis were then used as independent variables in the four subsequent multiple regression analyses to assess the study's four hypothesised relationships. The findings revealed that the service quality dimensions that impact positively on both loyalty and cumulative satisfaction are Empathy of nursing staff and Assurance. The customer satisfaction dimensions to impact positively on both loyalty and cumulative satisfaction are Satisfaction with the nursing staff, Satisfaction with meals, and Satisfaction with fees charged.
- Full Text:
- Date Issued: 2007
- Authors: Gray, Beverley Ann
- Date: 2007
- Subjects: Patient satisfaction -- South Africa , Medical care -- South Africa -- Evaluation , Hospitals, Proprietary -- Consumer satisfaction -- South Africa , Hospital patients -- South Africa -- Attitudes
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9294 , http://hdl.handle.net/10948/514 , Patient satisfaction -- South Africa , Medical care -- South Africa -- Evaluation , Hospitals, Proprietary -- Consumer satisfaction -- South Africa , Hospital patients -- South Africa -- Attitudes
- Description: Healthcare today has become a competitive industry, not only locally, but on a global level as well. In the South African economy the healthcare sector presently offers healthcare seekers two options to satisfy their healthcare needs – either through private business enterprises in the private sector or public enterprises in the public sector. Likewise, in the healthcare sector's hospital environment, patients can receive treatment from either private or public hospitals. As private business enterprises offering a relatively 'pure', but generally unsought-after service, private hospitals compete aggressively to attract patients. Patients are a hospital's lifeblood and they rightfully expect a high standard of customer service throughout the stay. With today's consumers being better informed, more sophisticated and more demanding than in the past, experts agree that the key to survival in the service industry today, almost without exception, is the quality of the service. The cornerstone of the service industry is without doubt the ability to deliver superior service quality that results in customer satisfaction. And the healthcare industry is no exception. Most consumers will experience a need for healthcare services at some time in their lives, but in South Africa, escalating medical costs in general and private hospitals in particular, have made private healthcare increasingly more expensive for the majority of the country's healthcare seekers. This situation raises the question of customer service in the private hospital industry and how patients' perceive service quality and evaluate customer satisfaction after a hospital stay. There is a growing body of empirical evidence from United States studies to show that service quality and customer (patient) satisfaction positively influence patients' behavioural intentions to reuse the hospital or recommend it to others (word-of-mouth endorsements). However, in South Africa, empirical studies to investigate these relationships have not been adequately addressed. This study was therefore an attempt to address the lack of scientific evidence and debate in the area of patient satisfaction. Against this background, the primary objective of this study was to measure patients' perceptions of service quality and customer satisfaction with a private hospital experience and to estimate the effect that each of these constructs will have on future behavioural intentions. More specifically, the present study was an attempt to assess empirically the most important dimensions of service quality and transaction-specific customer satisfaction dimensions that drive both patient loyalty and ‘overall’ or cumulative satisfaction in the South African private hospital industry. For the purpose of this study, buying intentions was used as a surrogate measure of loyalty as measured by willingness to reuse the hospital and/or willingness to recommend it to others (word-of-mouth endorsements). Initial exploratory research was conducted with the aim of assessing the views of three private hospital stakeholder groups, namely former patients, doctors and management about what the quality of service and customer satisfaction meant to each individual interviewed. A service enterprise that specialises in patient satisfaction surveys in the US provided particularly useful information during this phase of the study. Several case studies of patient satisfaction programmes, mostly at US hospitals, provided additional insights in this area. The study was conducted nationally at private hospitals owned by one of South Africa's three major hospital groups. Five private hospitals in four major centres were selected on a non-probability convenience basis to participate in the study. The hospital group's senior management and the management at each selected hospital gave their full commitment to ensure that the survey was successfully conducted in their hospital wards. Data were collected by means of a quantitative study using a selfadministered, structured questionnaire. Patients had to meet certain qualifying criteria which included being of adult age, in the hospital for an operation and at least one overnight stay. A total of 3 800 questionnaires was distributed to patients on a random basis in selected wards at the five hospitals by senior hospital staff designated for this task. From this distribution, 425 questionnaires were returned of which a final sample of 323 could be statistically analysed. To confirm the internal reliability of the measuring instrument, Cronbach alpha coefficients were calculated for each of the factors identified by the exploratory factor analysis. In order to assess the discriminant validity of the measuring instrument used to measure both service quality and customer satisfaction, the items were subjected to an exploratory factor analysis. The factors that emerged after the exploratory factor analysis were then used as independent variables in the four subsequent multiple regression analyses to assess the study's four hypothesised relationships. The findings revealed that the service quality dimensions that impact positively on both loyalty and cumulative satisfaction are Empathy of nursing staff and Assurance. The customer satisfaction dimensions to impact positively on both loyalty and cumulative satisfaction are Satisfaction with the nursing staff, Satisfaction with meals, and Satisfaction with fees charged.
- Full Text:
- Date Issued: 2007
An investigation into the impact of training and leadership programmes on employee empowerment
- Authors: Ramjee, Meelan
- Date: 2007
- Subjects: Bank employees -- Training of -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8745 , http://hdl.handle.net/10948/744 , Bank employees -- Training of -- South Africa
- Description: The South African banking industry is currently facing increasing macro- and micro-environmental pressures which had led banks to move towards customer-oriented strategies. This has influenced the way their systems and processes are developed and innovated to provide a satisfactory service to their clients. It appears that service quality has been the differentiating factor that has set the competitors apart in providing their customers with a unique customer experience through client relationships and interaction. As a consequence, banks have resorted to implementing various training and leadership interventions as a driver, to effectively empower their employees to improve service quality The aim of this research study was to identify the impact that training and leadership programmes implemented by a particular branch of Standard Bank South Africa (SBSA) had on employee empowerment. This was achieved through a comprehensive literature review and an empirical study to measure whether employees had perceived themselves to be empowered. The results from this study will be used by the Human Resource Division of SBSA to evaluate and implement effective training methods for the employees of the selected branch in order to improve employee empowerment. This would serve as a great benefit for the bank as employees that are satisfied with the work are generally more productive, hence producing increased revenue for the organisation. An empirical study was embarked on to measure the respondents’ perception of being empowered and involved a survey of eighty-three employees of the retail branch in the Sandton, Johannesburg area. Forty-three of the employees responded to the anonymous questionnaire and the data obtained was analysed and interpreted into meaningful results. The results of the survey indicated that the majority of the employees at the selected branch perceived themselves to be empowered and it was concluded that the implementation of the training and leadership programmes by SBSA had a positive impact on them. The following recommendations were made: - Firstly, to increase training and development, in the form of leadership courses, inter-departmental learning and on-the-job training sessions to develop the employees to their full potential; - Secondly, management needs to encourage employees to participate in discussion forums and staff meetings and involve them in decision-making thus improving the perceived lack of a free-flow of information and transparency within the workplace; - Thirdly, team leaders and supervisors should encourage support and coaching of the junior employees by giving them constructive on-going feedback, supporting their ideas, delegating tasks, and giving them direction on the way forward; - Fourthly, a review of the reward and recognition system would be advisable where employees are rewarded (financially or non-financially) for a job or task well done, or to promote certain behaviours and attitudes in the workplace; and - Finally, it was recommended that the employees be informed and educated on the benefits, associated for both the employees and the organisation, of the Scheme in order to increase their commitment and performance. The empowerment of employees in the organisation is important as it involves employees who take responsibility for their decisions and actions because they are primarily the ones who solve the problems in their own teams. Empowerment in organisations can thus lead to less absenteeism, lower employee turnover, less employee training costs, increased employee satisfaction and more productive employees.
- Full Text:
- Date Issued: 2007
- Authors: Ramjee, Meelan
- Date: 2007
- Subjects: Bank employees -- Training of -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8745 , http://hdl.handle.net/10948/744 , Bank employees -- Training of -- South Africa
- Description: The South African banking industry is currently facing increasing macro- and micro-environmental pressures which had led banks to move towards customer-oriented strategies. This has influenced the way their systems and processes are developed and innovated to provide a satisfactory service to their clients. It appears that service quality has been the differentiating factor that has set the competitors apart in providing their customers with a unique customer experience through client relationships and interaction. As a consequence, banks have resorted to implementing various training and leadership interventions as a driver, to effectively empower their employees to improve service quality The aim of this research study was to identify the impact that training and leadership programmes implemented by a particular branch of Standard Bank South Africa (SBSA) had on employee empowerment. This was achieved through a comprehensive literature review and an empirical study to measure whether employees had perceived themselves to be empowered. The results from this study will be used by the Human Resource Division of SBSA to evaluate and implement effective training methods for the employees of the selected branch in order to improve employee empowerment. This would serve as a great benefit for the bank as employees that are satisfied with the work are generally more productive, hence producing increased revenue for the organisation. An empirical study was embarked on to measure the respondents’ perception of being empowered and involved a survey of eighty-three employees of the retail branch in the Sandton, Johannesburg area. Forty-three of the employees responded to the anonymous questionnaire and the data obtained was analysed and interpreted into meaningful results. The results of the survey indicated that the majority of the employees at the selected branch perceived themselves to be empowered and it was concluded that the implementation of the training and leadership programmes by SBSA had a positive impact on them. The following recommendations were made: - Firstly, to increase training and development, in the form of leadership courses, inter-departmental learning and on-the-job training sessions to develop the employees to their full potential; - Secondly, management needs to encourage employees to participate in discussion forums and staff meetings and involve them in decision-making thus improving the perceived lack of a free-flow of information and transparency within the workplace; - Thirdly, team leaders and supervisors should encourage support and coaching of the junior employees by giving them constructive on-going feedback, supporting their ideas, delegating tasks, and giving them direction on the way forward; - Fourthly, a review of the reward and recognition system would be advisable where employees are rewarded (financially or non-financially) for a job or task well done, or to promote certain behaviours and attitudes in the workplace; and - Finally, it was recommended that the employees be informed and educated on the benefits, associated for both the employees and the organisation, of the Scheme in order to increase their commitment and performance. The empowerment of employees in the organisation is important as it involves employees who take responsibility for their decisions and actions because they are primarily the ones who solve the problems in their own teams. Empowerment in organisations can thus lead to less absenteeism, lower employee turnover, less employee training costs, increased employee satisfaction and more productive employees.
- Full Text:
- Date Issued: 2007
A business model for SMME's in the telecommunications sector in the Border Region
- Oberholzer, Stephanus Marius
- Authors: Oberholzer, Stephanus Marius
- Date: 2007
- Subjects: Business planning -- South Africa -- Eastern Cape , Telecommunication -- Planning -- South Africa -- Eastern Cape , Business enterprises -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8736 , http://hdl.handle.net/10948/795 , Business planning -- South Africa -- Eastern Cape , Telecommunication -- Planning -- South Africa -- Eastern Cape , Business enterprises -- South Africa -- Eastern Cape
- Description: The telecommunications landscape in South Africa is changing. The monopolistic nature of the sector, previously dominated by Telkom has come to an end. Telecommunications companies, in particular SMMEs face the opportunity as well as challenges to find new ways of doing business successfully in this changing landscape. The research problem states a business model for SMMEs in the telecommunications sector. The author’s research is aimed to assist SMMEs in this sector to reposition them and be successful. The literature review focused on the local telecommunications market in South Africa, a comparisons between telecommunications markets in relation to other countries with similarities in their telecoms sectors as well as the opportunities and challenges SMMEs face in the market space. Regulation and new technologies pose opportunities but also potential dangers for business owners to conduct business. Traditionally, a typical resell model would be fully dependant on the way the monopolist determined the shape and structures of small companies, but the research indicated innovation and creativity will be the drivers to be successful today. The research design was done by using a survey questionnaire to telecoms end users. The literature review and a survey aimed at the consumer market were done and the findings highlights focus areas where SMMEs need to direct their energy and resources in to establish the business model. With reference to both the literature review and the empirical findings, the business model can be formulated and supported by a strong entrepreneurial person or group of people. In addition, the recommended business-level strategy is an integrated and coordinated set of commitments and actions the SMMEs will use to gain a competitive advantage by exploiting core competencies in specific telecoms markets.
- Full Text:
- Date Issued: 2007
- Authors: Oberholzer, Stephanus Marius
- Date: 2007
- Subjects: Business planning -- South Africa -- Eastern Cape , Telecommunication -- Planning -- South Africa -- Eastern Cape , Business enterprises -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8736 , http://hdl.handle.net/10948/795 , Business planning -- South Africa -- Eastern Cape , Telecommunication -- Planning -- South Africa -- Eastern Cape , Business enterprises -- South Africa -- Eastern Cape
- Description: The telecommunications landscape in South Africa is changing. The monopolistic nature of the sector, previously dominated by Telkom has come to an end. Telecommunications companies, in particular SMMEs face the opportunity as well as challenges to find new ways of doing business successfully in this changing landscape. The research problem states a business model for SMMEs in the telecommunications sector. The author’s research is aimed to assist SMMEs in this sector to reposition them and be successful. The literature review focused on the local telecommunications market in South Africa, a comparisons between telecommunications markets in relation to other countries with similarities in their telecoms sectors as well as the opportunities and challenges SMMEs face in the market space. Regulation and new technologies pose opportunities but also potential dangers for business owners to conduct business. Traditionally, a typical resell model would be fully dependant on the way the monopolist determined the shape and structures of small companies, but the research indicated innovation and creativity will be the drivers to be successful today. The research design was done by using a survey questionnaire to telecoms end users. The literature review and a survey aimed at the consumer market were done and the findings highlights focus areas where SMMEs need to direct their energy and resources in to establish the business model. With reference to both the literature review and the empirical findings, the business model can be formulated and supported by a strong entrepreneurial person or group of people. In addition, the recommended business-level strategy is an integrated and coordinated set of commitments and actions the SMMEs will use to gain a competitive advantage by exploiting core competencies in specific telecoms markets.
- Full Text:
- Date Issued: 2007
Strategies for managing work related stress
- Authors: Müller, Elsie Franscina
- Date: 2007
- Subjects: Stress management , Job stress , Work -- Psychological aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8577 , http://hdl.handle.net/10948/742 , Stress management , Job stress , Work -- Psychological aspects
- Description: The objective of this study was to identify the strategies (primary, secondary and tertiary) that can be employed to manage work related stress. A questionnaire, was designed based on the strategies found in a literature study on the topic and used to gather inputs from academic head of department and lecturers. The questionnaire was delivered by hand to 18 potential respondents. All 16 questionnaires returned could be used. These were processed and analysed using Microsoft Excel spreadsheets. In general support was found for primary stress management strategies pertaining to work schedule, work load and work pace, job content, career development, the home-work relationship and work environment. Lifestyle management in terms of physical activities and a healthy diet were regarded as the preferred secondary stress management strategies. The strategies related to lifestyle management which were identified from the literature study were physical activities, healthy diet, relaxation techniques such as meditation and yoga. Support was found for tertiary stress management strategies but most of the respondents were not sure if their organisation offered any wellness, employee assistance or stress management programmes. Wellness programmes were indicated as a strategy that will have the most impact on reducing work related stress and employee assistance programmes (EAPs) ranked there after. Overall respondents indicated that they did not perceive their work as very stressful.
- Full Text:
- Date Issued: 2007
- Authors: Müller, Elsie Franscina
- Date: 2007
- Subjects: Stress management , Job stress , Work -- Psychological aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8577 , http://hdl.handle.net/10948/742 , Stress management , Job stress , Work -- Psychological aspects
- Description: The objective of this study was to identify the strategies (primary, secondary and tertiary) that can be employed to manage work related stress. A questionnaire, was designed based on the strategies found in a literature study on the topic and used to gather inputs from academic head of department and lecturers. The questionnaire was delivered by hand to 18 potential respondents. All 16 questionnaires returned could be used. These were processed and analysed using Microsoft Excel spreadsheets. In general support was found for primary stress management strategies pertaining to work schedule, work load and work pace, job content, career development, the home-work relationship and work environment. Lifestyle management in terms of physical activities and a healthy diet were regarded as the preferred secondary stress management strategies. The strategies related to lifestyle management which were identified from the literature study were physical activities, healthy diet, relaxation techniques such as meditation and yoga. Support was found for tertiary stress management strategies but most of the respondents were not sure if their organisation offered any wellness, employee assistance or stress management programmes. Wellness programmes were indicated as a strategy that will have the most impact on reducing work related stress and employee assistance programmes (EAPs) ranked there after. Overall respondents indicated that they did not perceive their work as very stressful.
- Full Text:
- Date Issued: 2007
A critical analysis of performance management within the manufacturing division at Continental Tyre South Africa
- Authors: Dowling, Jurgen
- Date: 2007
- Subjects: Performance -- Management , Continental Tyre South Africa (Firm)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8556 , http://hdl.handle.net/10948/497 , Performance -- Management , Continental Tyre South Africa (Firm)
- Description: Many companies have performance management systems that incorporate financial and non-financial measurements. All organisations have financial and non-financial measures. However, many use their non-financial measures for local improvements at their front-line and customer-facing operations. Performance management is a shared process between managers and the individuals and teams they manage. It is based on the agreement of objectives, knowledge, skill and competence requirements and work and development plans. The Balanced Scorecard includes financial measures that reflect the results of actions already taken, complementing the financial measures with operational measures on customer satisfaction, internal processes, and the organisations innovative and improvement activities. The Balanced Scorecard combines both quantitative and qualitative measures, acknowledge the expectations of different stakeholders and relate an assessment of performance to choice of strategy. The objective of this study was to assess current performance management that is applied within the manufacturing division at Continental Tyre South Africa. To achieve this objective, a comprehensive literature study was performed on performance management and The Balanced Scorecard. A questionnaire was designed based on the guidelines in the literature study in order to establish the extent to which Continental Tyre South Africa manages performance. The researcher used the random sampling method of selection and distributed the questionnaire to 120 potential respondents via electronic mail and physically. Seventy seven completed questionnaires were returned and these were processed and analysed using Microsoft Office Excel 2003, iii running on the Windows XP suite of computer packages. The opinions of the various respondents were compared with the guidelines provided in the literature survey in order to identify shortcomings of performance management and the achievement of individual and departmental objectives within the manufacturing division at Continental Tyre South Africa. The following main recommendations were made: Continental Tyre South Africa should continue with the sharing of its strategic objectives with management and staff, and must ensure that these objectives are also shared all the way down to the shop floor; It is imperative that management and staff mutually agree on performance objectives for the individuals; Senior management must measure management and staff on how well they performance manage their direct reports and develop people where performance short-comings exist; It is imperative that management and staff undergo performance management training; Management must ensure that there current performance management system incorporates a method to distinguish between top and poor performers; and, It is advisable that senior management consider a mechanism that rewards top performers.
- Full Text:
- Date Issued: 2007
- Authors: Dowling, Jurgen
- Date: 2007
- Subjects: Performance -- Management , Continental Tyre South Africa (Firm)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8556 , http://hdl.handle.net/10948/497 , Performance -- Management , Continental Tyre South Africa (Firm)
- Description: Many companies have performance management systems that incorporate financial and non-financial measurements. All organisations have financial and non-financial measures. However, many use their non-financial measures for local improvements at their front-line and customer-facing operations. Performance management is a shared process between managers and the individuals and teams they manage. It is based on the agreement of objectives, knowledge, skill and competence requirements and work and development plans. The Balanced Scorecard includes financial measures that reflect the results of actions already taken, complementing the financial measures with operational measures on customer satisfaction, internal processes, and the organisations innovative and improvement activities. The Balanced Scorecard combines both quantitative and qualitative measures, acknowledge the expectations of different stakeholders and relate an assessment of performance to choice of strategy. The objective of this study was to assess current performance management that is applied within the manufacturing division at Continental Tyre South Africa. To achieve this objective, a comprehensive literature study was performed on performance management and The Balanced Scorecard. A questionnaire was designed based on the guidelines in the literature study in order to establish the extent to which Continental Tyre South Africa manages performance. The researcher used the random sampling method of selection and distributed the questionnaire to 120 potential respondents via electronic mail and physically. Seventy seven completed questionnaires were returned and these were processed and analysed using Microsoft Office Excel 2003, iii running on the Windows XP suite of computer packages. The opinions of the various respondents were compared with the guidelines provided in the literature survey in order to identify shortcomings of performance management and the achievement of individual and departmental objectives within the manufacturing division at Continental Tyre South Africa. The following main recommendations were made: Continental Tyre South Africa should continue with the sharing of its strategic objectives with management and staff, and must ensure that these objectives are also shared all the way down to the shop floor; It is imperative that management and staff mutually agree on performance objectives for the individuals; Senior management must measure management and staff on how well they performance manage their direct reports and develop people where performance short-comings exist; It is imperative that management and staff undergo performance management training; Management must ensure that there current performance management system incorporates a method to distinguish between top and poor performers; and, It is advisable that senior management consider a mechanism that rewards top performers.
- Full Text:
- Date Issued: 2007
Assessing management competencies in selected Southern Cape Municipalities
- Authors: Krapohl, Johannes
- Date: 2007
- Subjects: Local government -- South Africa , Core competencies , Performance -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8571 , http://hdl.handle.net/10948/797 , Local government -- South Africa , Core competencies , Performance -- Management
- Description: In his 2006 State of the Nation Address, President Thabo Mbeki emphasised the need for the development of managerial competencies and other skills to empower the country’s municipalities to meet the needs of the community (Governance and Administration, 2005). In order to meet the needs of the local community, municipalities need to render effective and efficient services. The lack of relevant managerial competencies adversly influences the municipality’s capacity to deliver the required services. In addition, the uneven distribution of capabilities and capacity across different sections within a municipality also poses a great risk to municipal performance and equitable service provision over the medium term. Notwithstanding progress made to date, service delivery backlogs still exist in key areas that affect the daily lives of the community. Where these backlogs coincide with poor municipal capacity, the result is service failure and a government that is incapable of meeting its goals (Governance and Administration, 2005). The objective of the study is to assess the contemporary management competencies that are required to assist municipal management in addressing the challenges of a dynamic, uncertain and complex Local Government environment. A questionnaire was used to gather the perceptions of 26 senior managers. This sample constituted a response rate of 65 per cent of people employed by municipalities within the Eden District Municipality’s service area. The questionnaires were distributed to the senior managers by means of an identified contact person within each municipality. The empirical findings such as the mean, median, standard deviation and pvalues were calculated by means of MS Excel. The main findings of this research indicated that: • Presently the most developed managerial competencies were selfmanagement, strategic action, planning and administration and communication. • The least developed current competency was global awareness. • The managerial competencies regarded as the most important for the next ten years were planning, administration and strategic action. • Global awareness was regarded as the least important competency for the next ten years. This finding points to the need for developing the global awareness competency to ensure that Municipal Managers are more sensitive to cultural cues and are able to adapt quickly in novel situations.
- Full Text:
- Date Issued: 2007
- Authors: Krapohl, Johannes
- Date: 2007
- Subjects: Local government -- South Africa , Core competencies , Performance -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8571 , http://hdl.handle.net/10948/797 , Local government -- South Africa , Core competencies , Performance -- Management
- Description: In his 2006 State of the Nation Address, President Thabo Mbeki emphasised the need for the development of managerial competencies and other skills to empower the country’s municipalities to meet the needs of the community (Governance and Administration, 2005). In order to meet the needs of the local community, municipalities need to render effective and efficient services. The lack of relevant managerial competencies adversly influences the municipality’s capacity to deliver the required services. In addition, the uneven distribution of capabilities and capacity across different sections within a municipality also poses a great risk to municipal performance and equitable service provision over the medium term. Notwithstanding progress made to date, service delivery backlogs still exist in key areas that affect the daily lives of the community. Where these backlogs coincide with poor municipal capacity, the result is service failure and a government that is incapable of meeting its goals (Governance and Administration, 2005). The objective of the study is to assess the contemporary management competencies that are required to assist municipal management in addressing the challenges of a dynamic, uncertain and complex Local Government environment. A questionnaire was used to gather the perceptions of 26 senior managers. This sample constituted a response rate of 65 per cent of people employed by municipalities within the Eden District Municipality’s service area. The questionnaires were distributed to the senior managers by means of an identified contact person within each municipality. The empirical findings such as the mean, median, standard deviation and pvalues were calculated by means of MS Excel. The main findings of this research indicated that: • Presently the most developed managerial competencies were selfmanagement, strategic action, planning and administration and communication. • The least developed current competency was global awareness. • The managerial competencies regarded as the most important for the next ten years were planning, administration and strategic action. • Global awareness was regarded as the least important competency for the next ten years. This finding points to the need for developing the global awareness competency to ensure that Municipal Managers are more sensitive to cultural cues and are able to adapt quickly in novel situations.
- Full Text:
- Date Issued: 2007
Valuing preferences for freshwater inflows into the Bira, Bushmans, Kasouga, Keiskamma, Kleinemond East, Nahoon and Tyolomnqa estuaries
- Authors: Van der Westhuizen, Henri
- Date: 2007
- Subjects: Estuarine ecology -- South Africa -- Eastern Cape , Freshwater ecology -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:8998 , http://hdl.handle.net/10948/628 , Estuarine ecology -- South Africa -- Eastern Cape , Freshwater ecology -- South Africa -- Eastern Cape
- Description: There are about 259 estuaries in South Africa that can be classified as “functioning” and their “health” status is directly related to the quantity and quality of freshwater that flows into them. Many of South Africa’s estuaries have become smaller due to a steady decrease in the amount of freshwater that flows into them. This reduction in freshwater inflows decreases their ecological functioning and undermines the recreational activities and subsistence services available from them. The National Water Act (ACT No. 36 of 1998) recognises the right of the environment to water, but a large amount of data is still needed to make management decisions on the allocation of freshwater. The objective of this research was to contribute to the management of the allocation of freshwater in the catchment areas of the Bira, Bushmans, Kasouga, Keiskamma, Kleinemond East, Nahoon and Tyolomnqa rivers by determining the recreational value of the freshwater flowing into their estuaries. This recreational value was established using the contingent valuation method. The contingent valuation method (CVM) is a technique to establish the value of a good (or service) that is not bought or sold in an actual market. This technique is frequently applied in the valuation of environmental goods, e.g. the freshwater that flows into an estuary. The CVM establishes the economic value by asking the users of an environmental good to state their willingness to pay (WTP) for a hypothetical project to prevent or bring about a change in the current condition of the environmental good. The users’ WTP is then aggregated to establish a total willingness to pay (TWTP) for the population of the users of the environmental good. The hypothetical project presented in this study is that of an increase of freshwater inflows, that would prevent (bring about) predetermined changes in environmental services provided by the selected seven estuaries.
- Full Text:
- Date Issued: 2007
- Authors: Van der Westhuizen, Henri
- Date: 2007
- Subjects: Estuarine ecology -- South Africa -- Eastern Cape , Freshwater ecology -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:8998 , http://hdl.handle.net/10948/628 , Estuarine ecology -- South Africa -- Eastern Cape , Freshwater ecology -- South Africa -- Eastern Cape
- Description: There are about 259 estuaries in South Africa that can be classified as “functioning” and their “health” status is directly related to the quantity and quality of freshwater that flows into them. Many of South Africa’s estuaries have become smaller due to a steady decrease in the amount of freshwater that flows into them. This reduction in freshwater inflows decreases their ecological functioning and undermines the recreational activities and subsistence services available from them. The National Water Act (ACT No. 36 of 1998) recognises the right of the environment to water, but a large amount of data is still needed to make management decisions on the allocation of freshwater. The objective of this research was to contribute to the management of the allocation of freshwater in the catchment areas of the Bira, Bushmans, Kasouga, Keiskamma, Kleinemond East, Nahoon and Tyolomnqa rivers by determining the recreational value of the freshwater flowing into their estuaries. This recreational value was established using the contingent valuation method. The contingent valuation method (CVM) is a technique to establish the value of a good (or service) that is not bought or sold in an actual market. This technique is frequently applied in the valuation of environmental goods, e.g. the freshwater that flows into an estuary. The CVM establishes the economic value by asking the users of an environmental good to state their willingness to pay (WTP) for a hypothetical project to prevent or bring about a change in the current condition of the environmental good. The users’ WTP is then aggregated to establish a total willingness to pay (TWTP) for the population of the users of the environmental good. The hypothetical project presented in this study is that of an increase of freshwater inflows, that would prevent (bring about) predetermined changes in environmental services provided by the selected seven estuaries.
- Full Text:
- Date Issued: 2007
An investigation of the role of leadership in strategic planning
- Authors: Devenish, Sean
- Date: 2007
- Subjects: Leadership , Strategic planning , Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8744 , http://hdl.handle.net/10948/746 , Leadership , Strategic planning , Management
- Description: Leadership and planning requires more strategic thinkers on all management levels in an organization. Historically, senior management does not effectively identify those leaders that posses the core traits and competencies to adequately influence the corporate culture by way of transformational and visionary leadership styles, so that it is aligned to the long-term strategy. In this research the author first embarked on a theoretical study into leadership and the associated contingency models, which have lead to the emergence of new styles of leadership, such as transformational, situational and visionary leadership. Thereafter, successful strategy planning and implementation was investigated to determine which leadership styles did the literature reveal are more conducive to successfully executing strategy in adaptive and culturally diverse corporate cultures. Thirdly, an empirical study was conducted to ascertain to what extent transformational and transactional leadership practices by South African firms are being adopted, and the amount of emphasis placed on the strategic thinking process between the leadership styles. Lastly, the data was analysed to explain the relationship between transformational and transactional leadership and strategic planning, and to make recommendations based on the research.
- Full Text:
- Date Issued: 2007
- Authors: Devenish, Sean
- Date: 2007
- Subjects: Leadership , Strategic planning , Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8744 , http://hdl.handle.net/10948/746 , Leadership , Strategic planning , Management
- Description: Leadership and planning requires more strategic thinkers on all management levels in an organization. Historically, senior management does not effectively identify those leaders that posses the core traits and competencies to adequately influence the corporate culture by way of transformational and visionary leadership styles, so that it is aligned to the long-term strategy. In this research the author first embarked on a theoretical study into leadership and the associated contingency models, which have lead to the emergence of new styles of leadership, such as transformational, situational and visionary leadership. Thereafter, successful strategy planning and implementation was investigated to determine which leadership styles did the literature reveal are more conducive to successfully executing strategy in adaptive and culturally diverse corporate cultures. Thirdly, an empirical study was conducted to ascertain to what extent transformational and transactional leadership practices by South African firms are being adopted, and the amount of emphasis placed on the strategic thinking process between the leadership styles. Lastly, the data was analysed to explain the relationship between transformational and transactional leadership and strategic planning, and to make recommendations based on the research.
- Full Text:
- Date Issued: 2007
The impact of the absence of a total productive maintenance (TPM) program at a plastic painting plant
- Authors: Hempel, Calvern Anthony
- Date: 2007
- Subjects: Plant maintenance -- Management , Total productive maintenance -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8590 , http://hdl.handle.net/10948/524 , Plant maintenance -- Management , Total productive maintenance -- South Africa
- Description: This research was concerned with investigating “the absence of Total Productive Maintenance (TPM)” at a plastic painting plant. TPM is a combination of operations and maintenance activities and is performed by operators under their own authority and is called “autonomous maintenances”. The author has tested the degree of implementation of TPM by using a sevenstep TPM implementation model this highlighted an absence of TPM in the organisation investigated. TPM is a relatively new concept in the South African automotive industry and has not been fully accepted by management as a solution to the maintenance problems in the organisation. Due to a long implementation period and the difficulty in measuring the benefits of the TPM program for the organisation TPM tends not to be implemented by companies. The research studies several maintenance philosophies each with its own advantages and disadvantages. The benefits that arise from the implementation of an effective TPM philosophy were explored. The development of an effective improved model for the implementation of TPM was investigated. Maintenance engineers and managers in any organisation can use this model to implement an effective TPM program. The seven-step TPM implementation model formed the basis for the compilation of a questionnaire. A survey was conducted to determine if an absence of TPM existed in a plastic painting plant. The results from the survey were drawn up and recommendations to further develop a model for the implementation of TPM was put forward.
- Full Text:
- Date Issued: 2007
- Authors: Hempel, Calvern Anthony
- Date: 2007
- Subjects: Plant maintenance -- Management , Total productive maintenance -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8590 , http://hdl.handle.net/10948/524 , Plant maintenance -- Management , Total productive maintenance -- South Africa
- Description: This research was concerned with investigating “the absence of Total Productive Maintenance (TPM)” at a plastic painting plant. TPM is a combination of operations and maintenance activities and is performed by operators under their own authority and is called “autonomous maintenances”. The author has tested the degree of implementation of TPM by using a sevenstep TPM implementation model this highlighted an absence of TPM in the organisation investigated. TPM is a relatively new concept in the South African automotive industry and has not been fully accepted by management as a solution to the maintenance problems in the organisation. Due to a long implementation period and the difficulty in measuring the benefits of the TPM program for the organisation TPM tends not to be implemented by companies. The research studies several maintenance philosophies each with its own advantages and disadvantages. The benefits that arise from the implementation of an effective TPM philosophy were explored. The development of an effective improved model for the implementation of TPM was investigated. Maintenance engineers and managers in any organisation can use this model to implement an effective TPM program. The seven-step TPM implementation model formed the basis for the compilation of a questionnaire. A survey was conducted to determine if an absence of TPM existed in a plastic painting plant. The results from the survey were drawn up and recommendations to further develop a model for the implementation of TPM was put forward.
- Full Text:
- Date Issued: 2007
Land reform policies and human rights : a South African case study
- Fabbriciani, Antonio Antonino
- Authors: Fabbriciani, Antonio Antonino
- Date: 2007
- Subjects: Land reform -- South Africa -- Case studies , Human rights -- South Africa -- Case studies
- Language: English
- Type: Thesis , Masters , MPhil
- Identifier: vital:9042 , http://hdl.handle.net/10948/502 , Land reform -- South Africa -- Case studies , Human rights -- South Africa -- Case studies
- Description: This treatise begins with a discussion of different clauses of the Bill of Rights in the South African Constitution and the land reform policies of the South African government. The inequality and injustice caused by decades of apartheid land law forms the background of the land reform programme. The treatise addresses the consequences of this legacy on the implementation of the South African Constitution including the right to property. The discussion includes the three key elements of the land reform programme namely restitution, redistribution and tenure reform. The content of this treatise ranges over these three elements of land reform, applying constitutional issues to the relevant case law, The balancing and the reconciliation of rights and interest between the individual and the public in a just manner will be the barometer. The conclusion shows that the Constitution both protects existing rights and authorises the promotion of land reform within the framework of Section 25 of the Constitution, and that every aspect of the property clause has to be regarded as part of a constitional effort in balancing individual interest and public interest in terms of a constitutional order. It is my sincere hope that this treatise will contribute toward the achievement of equity, stability and by the values of an open and democratic society based on human dignity, freedom and human rights.
- Full Text:
- Date Issued: 2007
- Authors: Fabbriciani, Antonio Antonino
- Date: 2007
- Subjects: Land reform -- South Africa -- Case studies , Human rights -- South Africa -- Case studies
- Language: English
- Type: Thesis , Masters , MPhil
- Identifier: vital:9042 , http://hdl.handle.net/10948/502 , Land reform -- South Africa -- Case studies , Human rights -- South Africa -- Case studies
- Description: This treatise begins with a discussion of different clauses of the Bill of Rights in the South African Constitution and the land reform policies of the South African government. The inequality and injustice caused by decades of apartheid land law forms the background of the land reform programme. The treatise addresses the consequences of this legacy on the implementation of the South African Constitution including the right to property. The discussion includes the three key elements of the land reform programme namely restitution, redistribution and tenure reform. The content of this treatise ranges over these three elements of land reform, applying constitutional issues to the relevant case law, The balancing and the reconciliation of rights and interest between the individual and the public in a just manner will be the barometer. The conclusion shows that the Constitution both protects existing rights and authorises the promotion of land reform within the framework of Section 25 of the Constitution, and that every aspect of the property clause has to be regarded as part of a constitional effort in balancing individual interest and public interest in terms of a constitutional order. It is my sincere hope that this treatise will contribute toward the achievement of equity, stability and by the values of an open and democratic society based on human dignity, freedom and human rights.
- Full Text:
- Date Issued: 2007
Identifying financial success factors for SMMEs in the Eastern Cape
- Authors: Krog, Naomi Maria
- Date: 2007
- Subjects: Small business -- Finance -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8570 , http://hdl.handle.net/10948/792 , Small business -- Finance -- South Africa -- Eastern Cape
- Description: In March 1995, the South African government formulated the White Paper for the development and promotion of small business in South Africa to foster an environment in which small and medium enterprises could operate. SMMEs play an important role in job creation in South Africa. The survival of SMMEs is reliant on the abilities of the entrepreneur to succeed. An entrepreneur’s abilities and knowledge plays a very important role in the assessing process when applying for finance. There are various financial institutions in South Africa that have different criteria and turnover requirements to assess such applications. Financial institutions include banks, funds and privately owned institutions. The purpose of this study was to identify the financial success factors for SMMEs in the Eastern Cape. During the study, 32 success factors were identified. The most important factors amongst these include financials, knowledge of management, competition / market, past conduct of banking account, source of repayment, purpose, business ability / product, collateral, capital and industry risk / knowledge. These findings resulted in the various recommendations, as well as suggestions for further research opportunities.
- Full Text:
- Date Issued: 2007
- Authors: Krog, Naomi Maria
- Date: 2007
- Subjects: Small business -- Finance -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8570 , http://hdl.handle.net/10948/792 , Small business -- Finance -- South Africa -- Eastern Cape
- Description: In March 1995, the South African government formulated the White Paper for the development and promotion of small business in South Africa to foster an environment in which small and medium enterprises could operate. SMMEs play an important role in job creation in South Africa. The survival of SMMEs is reliant on the abilities of the entrepreneur to succeed. An entrepreneur’s abilities and knowledge plays a very important role in the assessing process when applying for finance. There are various financial institutions in South Africa that have different criteria and turnover requirements to assess such applications. Financial institutions include banks, funds and privately owned institutions. The purpose of this study was to identify the financial success factors for SMMEs in the Eastern Cape. During the study, 32 success factors were identified. The most important factors amongst these include financials, knowledge of management, competition / market, past conduct of banking account, source of repayment, purpose, business ability / product, collateral, capital and industry risk / knowledge. These findings resulted in the various recommendations, as well as suggestions for further research opportunities.
- Full Text:
- Date Issued: 2007
The value of freshwater inflows into the Kowie, Kromme and Nahoon Estuaries
- Authors: Sale, Michael Charles
- Date: 2007
- Subjects: Estuaries -- South Africa , Freshwater ecology -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9003 , http://hdl.handle.net/10948/599 , http://hdl.handle.net/10948/d1011689 , Estuaries -- South Africa , Freshwater ecology -- South Africa
- Description: An estuary can be defined as a partially enclosed, coastal body of water which is either permanently or periodically open to the sea and within which there is a measurable variation of salinity due to the mixture of sea water with fresh water derived from land drainage. Estuaries are extremely important environmental assets and the management of them is dependent on the active involvement of the people whose livelihoods depend on them. There have been steady decreases in freshwater inflows into them during the past century due to abstraction of river water for human consumption and alien tree and plant infestations. Due to these decreases in freshwater inflows, many estuaries have become smaller and are providing reduced recreational services to users, such as boaters, fishermen and birders. This reduction in recreational service provision has adverse economic consequences. The scale of these consequences have become of great interest to river catchment planners. Of particular interest is the value of the freshwater inflows into estuaries relative to other abstractions of this water. The value referred to here is in terms of the environmental services yielded to recreational users. From a management perspective, it is desirable that these marginal values be compared with marginal cost values of this water in its best alternative use in order to guide the allocation of inflows into the respective estuaries. The aim of this study is to place a monetary value on this freshwater inflow at the Kowie, Kromme and Nahoon estuaries. Due to the fact that the freshwater flowing into estuaries is not a traded good, an alternative method to market price must be used to value it. The method of valuation used in this study is the contingent valuation method. The contingent valuation method (CVM) is a survey technique which asks individuals to place values upon changes to environmental assets. The questionnaires used in the surveys differed slightly. The one administered at the Nahoon Estuary was revised in the light of experience gained at the administration of the ones at the Kowie and the Kromme estuaries. Some questions in the latter two surveys were found to be confusing to the respondents and were made clearer and some of the questions were found to yield little extra information and were scrapped from the Nahoon Estuary survey.
- Full Text:
- Date Issued: 2007
- Authors: Sale, Michael Charles
- Date: 2007
- Subjects: Estuaries -- South Africa , Freshwater ecology -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9003 , http://hdl.handle.net/10948/599 , http://hdl.handle.net/10948/d1011689 , Estuaries -- South Africa , Freshwater ecology -- South Africa
- Description: An estuary can be defined as a partially enclosed, coastal body of water which is either permanently or periodically open to the sea and within which there is a measurable variation of salinity due to the mixture of sea water with fresh water derived from land drainage. Estuaries are extremely important environmental assets and the management of them is dependent on the active involvement of the people whose livelihoods depend on them. There have been steady decreases in freshwater inflows into them during the past century due to abstraction of river water for human consumption and alien tree and plant infestations. Due to these decreases in freshwater inflows, many estuaries have become smaller and are providing reduced recreational services to users, such as boaters, fishermen and birders. This reduction in recreational service provision has adverse economic consequences. The scale of these consequences have become of great interest to river catchment planners. Of particular interest is the value of the freshwater inflows into estuaries relative to other abstractions of this water. The value referred to here is in terms of the environmental services yielded to recreational users. From a management perspective, it is desirable that these marginal values be compared with marginal cost values of this water in its best alternative use in order to guide the allocation of inflows into the respective estuaries. The aim of this study is to place a monetary value on this freshwater inflow at the Kowie, Kromme and Nahoon estuaries. Due to the fact that the freshwater flowing into estuaries is not a traded good, an alternative method to market price must be used to value it. The method of valuation used in this study is the contingent valuation method. The contingent valuation method (CVM) is a survey technique which asks individuals to place values upon changes to environmental assets. The questionnaires used in the surveys differed slightly. The one administered at the Nahoon Estuary was revised in the light of experience gained at the administration of the ones at the Kowie and the Kromme estuaries. Some questions in the latter two surveys were found to be confusing to the respondents and were made clearer and some of the questions were found to yield little extra information and were scrapped from the Nahoon Estuary survey.
- Full Text:
- Date Issued: 2007