An evaluation of the quality of customer service provided to large power users by Eskom in the Eastern Cape
- Authors: Caza, Akhona Nobusi
- Date: 2014
- Subjects: Eskom (Firm) -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Quality control , SERVQUAL (Service quality framework) , Gap analysis (Planning)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:862 , http://hdl.handle.net/10962/d1020610
- Description: The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommendations. Section two consists of a review of the key concepts identified for this study as follows: (a) defining customer service quality by looking at the concepts of the customer, service, quality and the dimensions of quality, (b) the importance of service quality, (c) the components of service quality in Eskom, (d) models of service quality, and (e) the SERVQUAL model used in this study. Section three consists of the detail of the research methodology used to conduct this study. The Gap Model of Service Quality (Parasuraman et al., 1985:44) is evaluated in order to understand the gaps between expected and perceived service. The provider gap (Zeithaml et al., 2006: 34) is also reviewed in order to identify the gaps that occur within the organisation. An extensive review of customer service quality models is undertaken before a discussion of the SERVQUAL model, which was used in this evaluation study, is provided. The researcher adopted the critical realism research paradigm and quantitative data was collected from a sample of 120 Eskom customers within the LPU customer segment in the Eastern Cape. These customers were randomly selected from the Eskom Customer Care and Billing database and comprised customers from Port Elizabeth, Aliwal North, Mthatha and East London Areas within the Eastern Cape. The data was collected online through a questionnaire which was based on SERVQUAL and modified for electricity services. The quantitative data obtained from the study is presented in the form of tables and graphs created from the data obtained from the 45 customers who responded to the questionnaire. The gaps between LPU customer perceptions and expectations were calculated for the five SERVQUAL dimensions. The research identifies the existing gaps in the service delivered by Eskom; this is based on the perceptions and expectations of the LPU customers in the Eastern Cape, who participated in the study. The results reveal that gaps exist between LPU customer perceptions and their expectations of the service provided by Eskom in the Eastern Cape. The key findings reveal that the largest gaps are within the reliability and empathy dimensions and the smallest gap is in the tangibles dimension. The recommendations were made on the basis of the gaps which were identified and these focus on the training of the front line staff responsible for servicing customers. It is recommended that this training should include an overview of the organisation’s policies and procedures to enable employees to respond adequately to customer queries. Recommendation is also made on training staff to interact with customers effectively in order to resolve customer queries satisfactorily. Finally, it is recommended that regular assessments of the existing customer service quality levels are conducted in order for the organisation to remain aware of the current customer perceptions and expectations
- Full Text:
- Date Issued: 2014
- Authors: Caza, Akhona Nobusi
- Date: 2014
- Subjects: Eskom (Firm) -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Quality control , SERVQUAL (Service quality framework) , Gap analysis (Planning)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:862 , http://hdl.handle.net/10962/d1020610
- Description: The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommendations. Section two consists of a review of the key concepts identified for this study as follows: (a) defining customer service quality by looking at the concepts of the customer, service, quality and the dimensions of quality, (b) the importance of service quality, (c) the components of service quality in Eskom, (d) models of service quality, and (e) the SERVQUAL model used in this study. Section three consists of the detail of the research methodology used to conduct this study. The Gap Model of Service Quality (Parasuraman et al., 1985:44) is evaluated in order to understand the gaps between expected and perceived service. The provider gap (Zeithaml et al., 2006: 34) is also reviewed in order to identify the gaps that occur within the organisation. An extensive review of customer service quality models is undertaken before a discussion of the SERVQUAL model, which was used in this evaluation study, is provided. The researcher adopted the critical realism research paradigm and quantitative data was collected from a sample of 120 Eskom customers within the LPU customer segment in the Eastern Cape. These customers were randomly selected from the Eskom Customer Care and Billing database and comprised customers from Port Elizabeth, Aliwal North, Mthatha and East London Areas within the Eastern Cape. The data was collected online through a questionnaire which was based on SERVQUAL and modified for electricity services. The quantitative data obtained from the study is presented in the form of tables and graphs created from the data obtained from the 45 customers who responded to the questionnaire. The gaps between LPU customer perceptions and expectations were calculated for the five SERVQUAL dimensions. The research identifies the existing gaps in the service delivered by Eskom; this is based on the perceptions and expectations of the LPU customers in the Eastern Cape, who participated in the study. The results reveal that gaps exist between LPU customer perceptions and their expectations of the service provided by Eskom in the Eastern Cape. The key findings reveal that the largest gaps are within the reliability and empathy dimensions and the smallest gap is in the tangibles dimension. The recommendations were made on the basis of the gaps which were identified and these focus on the training of the front line staff responsible for servicing customers. It is recommended that this training should include an overview of the organisation’s policies and procedures to enable employees to respond adequately to customer queries. Recommendation is also made on training staff to interact with customers effectively in order to resolve customer queries satisfactorily. Finally, it is recommended that regular assessments of the existing customer service quality levels are conducted in order for the organisation to remain aware of the current customer perceptions and expectations
- Full Text:
- Date Issued: 2014
Member perspectives on the role of social capital in the success of the Heiveld Cooperative in the Northern Cape, South Africa
- Authors: Carlisle, Juliet Hazel
- Date: 2014
- Subjects: Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:825 , http://hdl.handle.net/10962/d1011734 , Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
- Description: The aim of this qualitative study is to explore the perspectives of current members of the cooperative regarding the role of social capital in the success of the Heiveld Cooperative on the Suid Bokkeveld in the Northern Cape, South Africa (SA). This cooperative has been cited by several researchers as being successful for various reasons, including the existence of a marketable resource, a steady increase in production, and certification through Fairtrade, resulting in an export market. Social capital, as a contributing factor to the success of the cooperative, has not however previously been investigated in depth. In light of the unique success of this cooperative, it is important to obtain an in-depth understanding of the role of social capital, if any, in its success, particularly in the formation and day-to-day operation of the cooperative. With a particular focus on the members’ perspectives of the cooperative, this qualitative research adopted a case study approach to explore and to gain multiple and subjective understanding of the role played by social capital in the success of the Heiveld Cooperative. This may assist the organisation under study, as well as similar initiatives, in strategically harnessing the benefits of social capital as a resource in future. This report has three interrelated sections. The first part is an academic paper, which includes a condensed literature review, research methods, results and discussions. The second part is an expanded literature review, while the third section details the research methods. It is vital to note that these sections are separate, but interrelated. Convenience sampling was used to identify current members of the cooperative who participated in this exploratory qualitative study. Four heterogeneous focus group discussions, with a total of 44 members of the Heiveld Cooperative in the Suid Bokkeveld, were conducted. The focus groups were heterogeneous, as they included ordinary members, founding members and committee members. A guideline with questions based on the theory of social capital was developed, and used to initiate or stimulate discussion among the members of the cooperative in order to address the key research question, namely: What was the role of social capital, if any, in the success of the Heiveld Cooperative in the Northern Cape as perceived by current cooperative members? The primary source of data was collected through focus group discussions, while secondary data was obtained from documents in a form of internal reports and papers written for the Heiveld Cooperative. Data was analysed using open coding and constant comparison techniques in order to induce emerging themes from the data. Findings of this study revealed that social capital played a major and influential role during the inception and also in the successful operation of the Heiveld Cooperative, by bonding and bridging not just between individual members, but also between communities, trading partners and other collaborators. Another key finding of this study is that social capital was also critical in enhancing supportive knowledge sharing, and the promotion of pride and shared identity, which the study identifies as aspects of cognitive social capital. Interestingly, the cognitive dimension of social capital in the Heiveld Cooperative has contributed to the weakening of social capital, as evident in claims related to lack of transparency and procedural injustice. Last, but not least, leveraging the sense of community has also been useful in promoting collective efficacy, strengthening familial togetherness, and enhanced democratisation of decision-making. Diminished trust, based on perceived oligarchy and nepotism is gradually weakening relational social capital. Findings in this study are illuminated using the social capital theory described by Nahapiet and Ghoshal (1998) to depict the social, cognitive and relational aspect of social capital that are at work at Heiveld Cooperative. Additionally, the social network theory by Hoppe and Reinelt (2010) is used to highlight the systemic view of social capital, which embraces the structural, relational and cognitive nature not only internal to but also between networks of the cooperative. Recommendations are provided to ensure social capital is harnessed, rather than undermined. These include the need to promote the processes of learning, monitoring and discussion that have been implemented; harnessing the benefits of bonding and bridging social capital; leveraging the sense of community and applying a more systemic view of social capital; and addressing perverse aspects of social capital such as nepotism and oligarchy that have been identified.
- Full Text:
- Date Issued: 2014
- Authors: Carlisle, Juliet Hazel
- Date: 2014
- Subjects: Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:825 , http://hdl.handle.net/10962/d1011734 , Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
- Description: The aim of this qualitative study is to explore the perspectives of current members of the cooperative regarding the role of social capital in the success of the Heiveld Cooperative on the Suid Bokkeveld in the Northern Cape, South Africa (SA). This cooperative has been cited by several researchers as being successful for various reasons, including the existence of a marketable resource, a steady increase in production, and certification through Fairtrade, resulting in an export market. Social capital, as a contributing factor to the success of the cooperative, has not however previously been investigated in depth. In light of the unique success of this cooperative, it is important to obtain an in-depth understanding of the role of social capital, if any, in its success, particularly in the formation and day-to-day operation of the cooperative. With a particular focus on the members’ perspectives of the cooperative, this qualitative research adopted a case study approach to explore and to gain multiple and subjective understanding of the role played by social capital in the success of the Heiveld Cooperative. This may assist the organisation under study, as well as similar initiatives, in strategically harnessing the benefits of social capital as a resource in future. This report has three interrelated sections. The first part is an academic paper, which includes a condensed literature review, research methods, results and discussions. The second part is an expanded literature review, while the third section details the research methods. It is vital to note that these sections are separate, but interrelated. Convenience sampling was used to identify current members of the cooperative who participated in this exploratory qualitative study. Four heterogeneous focus group discussions, with a total of 44 members of the Heiveld Cooperative in the Suid Bokkeveld, were conducted. The focus groups were heterogeneous, as they included ordinary members, founding members and committee members. A guideline with questions based on the theory of social capital was developed, and used to initiate or stimulate discussion among the members of the cooperative in order to address the key research question, namely: What was the role of social capital, if any, in the success of the Heiveld Cooperative in the Northern Cape as perceived by current cooperative members? The primary source of data was collected through focus group discussions, while secondary data was obtained from documents in a form of internal reports and papers written for the Heiveld Cooperative. Data was analysed using open coding and constant comparison techniques in order to induce emerging themes from the data. Findings of this study revealed that social capital played a major and influential role during the inception and also in the successful operation of the Heiveld Cooperative, by bonding and bridging not just between individual members, but also between communities, trading partners and other collaborators. Another key finding of this study is that social capital was also critical in enhancing supportive knowledge sharing, and the promotion of pride and shared identity, which the study identifies as aspects of cognitive social capital. Interestingly, the cognitive dimension of social capital in the Heiveld Cooperative has contributed to the weakening of social capital, as evident in claims related to lack of transparency and procedural injustice. Last, but not least, leveraging the sense of community has also been useful in promoting collective efficacy, strengthening familial togetherness, and enhanced democratisation of decision-making. Diminished trust, based on perceived oligarchy and nepotism is gradually weakening relational social capital. Findings in this study are illuminated using the social capital theory described by Nahapiet and Ghoshal (1998) to depict the social, cognitive and relational aspect of social capital that are at work at Heiveld Cooperative. Additionally, the social network theory by Hoppe and Reinelt (2010) is used to highlight the systemic view of social capital, which embraces the structural, relational and cognitive nature not only internal to but also between networks of the cooperative. Recommendations are provided to ensure social capital is harnessed, rather than undermined. These include the need to promote the processes of learning, monitoring and discussion that have been implemented; harnessing the benefits of bonding and bridging social capital; leveraging the sense of community and applying a more systemic view of social capital; and addressing perverse aspects of social capital such as nepotism and oligarchy that have been identified.
- Full Text:
- Date Issued: 2014
Factors influencing cultural diversity at a multinational company
- Authors: Swart, Victor
- Date: 2014
- Subjects: Diversity in the workplace , Multiculturalism , International business enterprises -- Cross-cultural studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8790 , vital:26430
- Description: Cultural diversity in the workplace is the presence of multiple cultures or groups within the work environment. This diversity in culture can be as a result of a difference in origin or nationality, difference in society, difference in religion or a difference in tradition. A multinational company (MNC), also referred to as a transnational company is an organisation that is registered and operates in multiple countries but is managed from the home country. Today’s ever increasing rate of globalization and the expansion of organisations into countries other than their own has created workplaces where cultural diversity is the norm and where workplaces are no longer characterized by a single or monoculture. This study explores the cultural diversity of an Argentinian multinational company, My Multinational Company (MMC), operating in Argentina and South Africa. MMC is a market leader in the production, procurement and export of citrus products. There is a plethora of information on cultural diversity which identifies various factors which influence cultural diversity. The purpose of this study is therefore to enhance the current understanding of cultural diversity within a multinational company by identifying the factors which influence cultural diversity in a multinational company. The approach to this study is quantitative in nature and the paradigm to be followed is positivistic, based on an empirical study and questionnaire. The empirical study assesses previous work relating to cultural diversity and identifies the factors which influence cultural diversity. The questionnaire was developed from the literature and distributed to MMC employees in Argentina and South Africa in order to determine their similarities and differences. The results of the empirical study identified areas of improvement for MMC. Recommendations were then made based on the literature review and the analysis of the empirical results.
- Full Text:
- Date Issued: 2014
- Authors: Swart, Victor
- Date: 2014
- Subjects: Diversity in the workplace , Multiculturalism , International business enterprises -- Cross-cultural studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8790 , vital:26430
- Description: Cultural diversity in the workplace is the presence of multiple cultures or groups within the work environment. This diversity in culture can be as a result of a difference in origin or nationality, difference in society, difference in religion or a difference in tradition. A multinational company (MNC), also referred to as a transnational company is an organisation that is registered and operates in multiple countries but is managed from the home country. Today’s ever increasing rate of globalization and the expansion of organisations into countries other than their own has created workplaces where cultural diversity is the norm and where workplaces are no longer characterized by a single or monoculture. This study explores the cultural diversity of an Argentinian multinational company, My Multinational Company (MMC), operating in Argentina and South Africa. MMC is a market leader in the production, procurement and export of citrus products. There is a plethora of information on cultural diversity which identifies various factors which influence cultural diversity. The purpose of this study is therefore to enhance the current understanding of cultural diversity within a multinational company by identifying the factors which influence cultural diversity in a multinational company. The approach to this study is quantitative in nature and the paradigm to be followed is positivistic, based on an empirical study and questionnaire. The empirical study assesses previous work relating to cultural diversity and identifies the factors which influence cultural diversity. The questionnaire was developed from the literature and distributed to MMC employees in Argentina and South Africa in order to determine their similarities and differences. The results of the empirical study identified areas of improvement for MMC. Recommendations were then made based on the literature review and the analysis of the empirical results.
- Full Text:
- Date Issued: 2014
Exploring the leadership capacity development needs of middle management within a selected higher education institution
- Authors: Moodley, Kumaree
- Date: 2014
- Subjects: LCSHDevelopment leadership Educational leadership
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11309 , vital:26909
- Description: The twenty first century society is characterised by a lack of certainty and an unstable economic, social, political, and technological environment. Many South African higher education institutions are facing many challenges in understanding and responding to organisational change and development and this has implications for leadership. Ensuring an adequate leadership skills base is one of the key priorities for the transforming South African higher education landscape, especially as this pertains to developing the type of leaders who can meaningfully engage staff in change and transformation processes (Herbst, 2007). Effective leadership is vital for a productive, functional organisation and it is important to cultivate leadership development initiatives that are in alignment with and contribute to the achievement of the desired strategic outcomes. There is increasing emphasis on developing executive and middle management staff to be highly competent in achieving the strategic goals and priorities of the institution. The focus of this study is to explore the leadership capacity development needs of middle managers employed by a specific higher education institution in the Eastern Cape. The study will use the well-documented scholarship from Bernard Bass‟s interpretation of transformational, transactional, and laissez-faire leadership styles to frame the understanding of the leadership styles of middle managers as well as their developmental needs with regard to leadership (Bass, 1997). This will be used as an interpretive lens to assess the leadership development needs, including leadership skills needs, and the effectiveness of leadership development programmes in addressing the needs of middle managers within the higher education institution that is the focus of this study.
- Full Text:
- Date Issued: 2014
- Authors: Moodley, Kumaree
- Date: 2014
- Subjects: LCSHDevelopment leadership Educational leadership
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11309 , vital:26909
- Description: The twenty first century society is characterised by a lack of certainty and an unstable economic, social, political, and technological environment. Many South African higher education institutions are facing many challenges in understanding and responding to organisational change and development and this has implications for leadership. Ensuring an adequate leadership skills base is one of the key priorities for the transforming South African higher education landscape, especially as this pertains to developing the type of leaders who can meaningfully engage staff in change and transformation processes (Herbst, 2007). Effective leadership is vital for a productive, functional organisation and it is important to cultivate leadership development initiatives that are in alignment with and contribute to the achievement of the desired strategic outcomes. There is increasing emphasis on developing executive and middle management staff to be highly competent in achieving the strategic goals and priorities of the institution. The focus of this study is to explore the leadership capacity development needs of middle managers employed by a specific higher education institution in the Eastern Cape. The study will use the well-documented scholarship from Bernard Bass‟s interpretation of transformational, transactional, and laissez-faire leadership styles to frame the understanding of the leadership styles of middle managers as well as their developmental needs with regard to leadership (Bass, 1997). This will be used as an interpretive lens to assess the leadership development needs, including leadership skills needs, and the effectiveness of leadership development programmes in addressing the needs of middle managers within the higher education institution that is the focus of this study.
- Full Text:
- Date Issued: 2014
Retention strategies of technical graded employees at Transnet
- Authors: Human, Ricardo Ronald
- Date: 2014
- Subjects: Employee retention Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11080 , vital:26883
- Description: The recruitment and retention of personnel plays an important role in assisting organisations to adapt and remain competitive, thus ensuring their financial sustainability and becoming a leader in the market. It is also a crucial element in assisting organisations in reaching their long and short term goals. The employment and retention of highly skilled employees is a costly exercise and staff turnover impacts negatively, not only on a financial level but also on the organisation as a whole. The immediate implementation of specific strategies that ensures the recruitment and retention of these employees will guarantee a reduction in employee turnover thus ensuring organisational competitiveness. The purpose of this study was to investigate the organisational factors impacting on employee retention at Transnet Freight Rail (TFR). The population group for the study included 34 TFR employees from the G graded salary scale. The response rate for the questionnaire was 100% with the Likert scale instrument consisting of 27 questions divided into two sections: Section one explored the demographic profile of the respondents; Section two focused on getting responses on the five organisational factors impacting on employee retention namely: organisational association; monetary compensation; work satisfaction; work enrichment; career development. The following research design was adopted: Step 1: A literature review was conducted to determine the various organisational factors impacting on employee retention. Step 2: From the literature review the researcher structured the research questionnaire. Step 3: The results of the survey were analysed and interpreted. Step 4: Conclusions and recommendations were done.
- Full Text:
- Date Issued: 2014
- Authors: Human, Ricardo Ronald
- Date: 2014
- Subjects: Employee retention Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11080 , vital:26883
- Description: The recruitment and retention of personnel plays an important role in assisting organisations to adapt and remain competitive, thus ensuring their financial sustainability and becoming a leader in the market. It is also a crucial element in assisting organisations in reaching their long and short term goals. The employment and retention of highly skilled employees is a costly exercise and staff turnover impacts negatively, not only on a financial level but also on the organisation as a whole. The immediate implementation of specific strategies that ensures the recruitment and retention of these employees will guarantee a reduction in employee turnover thus ensuring organisational competitiveness. The purpose of this study was to investigate the organisational factors impacting on employee retention at Transnet Freight Rail (TFR). The population group for the study included 34 TFR employees from the G graded salary scale. The response rate for the questionnaire was 100% with the Likert scale instrument consisting of 27 questions divided into two sections: Section one explored the demographic profile of the respondents; Section two focused on getting responses on the five organisational factors impacting on employee retention namely: organisational association; monetary compensation; work satisfaction; work enrichment; career development. The following research design was adopted: Step 1: A literature review was conducted to determine the various organisational factors impacting on employee retention. Step 2: From the literature review the researcher structured the research questionnaire. Step 3: The results of the survey were analysed and interpreted. Step 4: Conclusions and recommendations were done.
- Full Text:
- Date Issued: 2014
Determining guidelines for effectively leading culturally diverse teams at Volkswagen South Africa
- Authors: Nkholise, Martha
- Date: 2014
- Subjects: Diversity in the workplace -- South Africa -- Eastern Cape , Multiculturalism
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8732 , http://hdl.handle.net/10948/d1010077 , Diversity in the workplace -- South Africa -- Eastern Cape , Multiculturalism
- Description: South Africa is a society of diverse cultures, and the workplace is one of the few places that serve as a melting pot for these varied cultures. If managed well, cultural diversity has numerous benefits that can help an organisation gain a competitive advantage. However, failure to manage it can pose challenges that can have serious consequences for an organisation. The purpose of this study was to analyse the leadership of cultural diversity at Volkswagen South Africa (VWSA) and identify leadership guidelines to both enhance team performance and reduce the challenges faced by the organisation as a result of this cultural diversity. For the purpose of this study, a culturally diverse team was defined as a team of diverse individuals from different cultures or societies working together to achieve organisational success. The research was conducted by the use of questionnaire using a sample of 200 employees of the VWSA Paint Shop. The sample represents 42 percent of the total population of the Paint Shop. The study discusses the relationship of four leadership styles (Classical Leadership, Transactional Leadership, Transformational Leadership, and Visionary Leadership) with Cultural Diversity. Whilst strong cases were made for Transformational and Transactional Leadership style being the most suitable styles for leading culturally diverse teams, the researcher concluded that no single leadership style would be ideal for effectively leading culturally diverse teams at VWSA. The appropriate leadership style will instead be a hybrid of all leadership styles, thus being a leadership approach that works as a sort of “best practices” of various leadership styles.
- Full Text:
- Date Issued: 2014
- Authors: Nkholise, Martha
- Date: 2014
- Subjects: Diversity in the workplace -- South Africa -- Eastern Cape , Multiculturalism
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8732 , http://hdl.handle.net/10948/d1010077 , Diversity in the workplace -- South Africa -- Eastern Cape , Multiculturalism
- Description: South Africa is a society of diverse cultures, and the workplace is one of the few places that serve as a melting pot for these varied cultures. If managed well, cultural diversity has numerous benefits that can help an organisation gain a competitive advantage. However, failure to manage it can pose challenges that can have serious consequences for an organisation. The purpose of this study was to analyse the leadership of cultural diversity at Volkswagen South Africa (VWSA) and identify leadership guidelines to both enhance team performance and reduce the challenges faced by the organisation as a result of this cultural diversity. For the purpose of this study, a culturally diverse team was defined as a team of diverse individuals from different cultures or societies working together to achieve organisational success. The research was conducted by the use of questionnaire using a sample of 200 employees of the VWSA Paint Shop. The sample represents 42 percent of the total population of the Paint Shop. The study discusses the relationship of four leadership styles (Classical Leadership, Transactional Leadership, Transformational Leadership, and Visionary Leadership) with Cultural Diversity. Whilst strong cases were made for Transformational and Transactional Leadership style being the most suitable styles for leading culturally diverse teams, the researcher concluded that no single leadership style would be ideal for effectively leading culturally diverse teams at VWSA. The appropriate leadership style will instead be a hybrid of all leadership styles, thus being a leadership approach that works as a sort of “best practices” of various leadership styles.
- Full Text:
- Date Issued: 2014
Influences on productivity of construction projects with particular reference to core labour, unskilled labour and leadership style of managers
- Authors: Mathura, Gonasagree Sindy
- Date: 2014
- Subjects: Construction industry -- Labor productivity -- South Africa -- Eastern Cape , Unskilled labor -- South Africa -- Eastern Cape , Construction workers -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/6851 , vital:21154
- Description: Construction productivity is an interesting phenomenon which was an initial study into time and motion. However this remains a vital part of the construction industry today as it takes into consideration cost-savings, a precise timeous delivery of projects and the correct usage of materials. This phenomenon itself is a huge challenge to many companies in South Africa. The construction industry in South Africa is seen as a tool to alleviate the increasing unemployment and poverty levels. The ruling party, the African National Congress (ANC), has made statements to decrease the unemployment rate and due to these promises, the imposition of the use of local unskilled labour from the local communities has become the norm on the majority of construction projects. This formed the basis of the Expanded Public Works Programme. This initiative has indeed shown a huge success but the programme lacks long-term support. The majority of these workers are taken on short-term projects and thereafter the workers are returned to the unemployment pool. The workers are also aware of the short-term projects and therefore there is a lack of motivation which inevitably affects the productivity on any construction site. This study looks at the challenges faced by contractor's in the Eastern Cape and analyses the effects of the use of unskilled labour from the local community. Questionnaires were completed as a measurement instrument to determine the motivation, leadership style and the communication levels among the unskilled, core and the managers on construction projects. The productivity achievements of the unskilled labour and the core labour will be measured and compared and the findings are discussed.
- Full Text:
- Date Issued: 2014
- Authors: Mathura, Gonasagree Sindy
- Date: 2014
- Subjects: Construction industry -- Labor productivity -- South Africa -- Eastern Cape , Unskilled labor -- South Africa -- Eastern Cape , Construction workers -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/6851 , vital:21154
- Description: Construction productivity is an interesting phenomenon which was an initial study into time and motion. However this remains a vital part of the construction industry today as it takes into consideration cost-savings, a precise timeous delivery of projects and the correct usage of materials. This phenomenon itself is a huge challenge to many companies in South Africa. The construction industry in South Africa is seen as a tool to alleviate the increasing unemployment and poverty levels. The ruling party, the African National Congress (ANC), has made statements to decrease the unemployment rate and due to these promises, the imposition of the use of local unskilled labour from the local communities has become the norm on the majority of construction projects. This formed the basis of the Expanded Public Works Programme. This initiative has indeed shown a huge success but the programme lacks long-term support. The majority of these workers are taken on short-term projects and thereafter the workers are returned to the unemployment pool. The workers are also aware of the short-term projects and therefore there is a lack of motivation which inevitably affects the productivity on any construction site. This study looks at the challenges faced by contractor's in the Eastern Cape and analyses the effects of the use of unskilled labour from the local community. Questionnaires were completed as a measurement instrument to determine the motivation, leadership style and the communication levels among the unskilled, core and the managers on construction projects. The productivity achievements of the unskilled labour and the core labour will be measured and compared and the findings are discussed.
- Full Text:
- Date Issued: 2014
Antecedents to sustainability of small consulting engineering businesses within the Amathole district municipality
- Authors: Silinga, Nyaniso Sandisiwe
- Date: 2014
- Subjects: Small business -- Environmental aspects , Sustainable development , Social responsibility of business
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/5184 , vital:20819
- Description: The South African consulting engineering industry faces a challenge of relevance, particularly in the wake of government infrastructure investment through the planned National Development Plan and other current infrastructure plans. This challenge is even more so for small consulting engineering businesses within the industry who experienced a decline in earnings by ten percent in the first six months of 2013 as compared to the last six months of 2012 (Consulting Engineers South Africa, 2013:38). Government, as a job creator, has a duty to ensure that the conditions that these businesses operate in are favourable to them in order for the businesses to remain sustainable. Factors that contribute to the sustainability of small consulting engineering businesses need to be identified. Amathole District Municipality (ADM) situated in the Eastern Cape Province and which is the second largest province in South Africa but the second poorest (Eastern Cape Socio Economic Council (ECSECC), 2011:15 cited in Mtshibe, 2013:1) is one of those job creators. According to the Amathole District Municipality (ADM) (2013:38), the district, which comprises of seven local municipalities, is the 3rd largest economy in the province after the Nelson Mandela Bay Metropolitan Municipality and Buffalo City Metropolitan Municipality, contributing twelve percent to the provincial economy. Figures published in the Division of Revenue Bill, 2014 (RSA, 2014:236) indicate infrastructure development allocations totalling R1.34 billion budgeted to the ADM for the next three years. This translates to job opportunities for the consulting engineering industry of this region. However, the latest ADM SMME procurement data reveals that in the past five years, only a small percentage of tenders awarded were to small consulting engineering businesses with a majority going to medium to large well-established enterprises (ADM, 2014). These results pose a serious challenge for policy makers who have a duty to ensure that work opportunities do not disadvantage emerging small businesses. The main objective of this study was to gain an understanding of the antecedents that impact on the sustainability of small consulting engineering businesses within the Amathole District Municipality. This was done by identifying antecedents to sustainability of small consulting engineering businesses through a detailed literature review. This literature review identified the competitive environment, regulatory environment and policy environment (independent variables) as being antecedents to sustainability of small consulting engineering businesses (dependant variable). In testing the above research objective, the researcher used statistical analysis methods to reach a conclusion with regard to these antecedents. The positivistic research paradigm (quantitative method) was selected in testing this research objective through the use of hypothesis testing. Data was collected using self-administered questionnaires distributed to 100 small consulting engineering businesses using the databases of both the Amathole District Municipality and Consulting Engineers South Africa (CESA). Out of the selected sample of 100 small consulting engineering businesses, only 81 responses were received, thus representing an eighty-one percent response rate which is considered adequate. The collected data was then analysed using inferential and confirmatory statistical analysis methods. The analysis was presented in the form of graphs and tables. The results of the empirical survey identified rival competitor influence, the competitive environment and policy environment as being antecedents to sustainability of small consulting engineering businesses within the Amathole District Municipality. Based on these findings, recommendations were made to the management of the Amathole District Municipality in an endeavour to make the environment within which small consulting engineering businesses operate more favourable for the businesses to be sustainable. Suggestions for future research were also made as a way to help in addressing some of the challenges that are faced by the engineering industry.
- Full Text:
- Date Issued: 2014
- Authors: Silinga, Nyaniso Sandisiwe
- Date: 2014
- Subjects: Small business -- Environmental aspects , Sustainable development , Social responsibility of business
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/5184 , vital:20819
- Description: The South African consulting engineering industry faces a challenge of relevance, particularly in the wake of government infrastructure investment through the planned National Development Plan and other current infrastructure plans. This challenge is even more so for small consulting engineering businesses within the industry who experienced a decline in earnings by ten percent in the first six months of 2013 as compared to the last six months of 2012 (Consulting Engineers South Africa, 2013:38). Government, as a job creator, has a duty to ensure that the conditions that these businesses operate in are favourable to them in order for the businesses to remain sustainable. Factors that contribute to the sustainability of small consulting engineering businesses need to be identified. Amathole District Municipality (ADM) situated in the Eastern Cape Province and which is the second largest province in South Africa but the second poorest (Eastern Cape Socio Economic Council (ECSECC), 2011:15 cited in Mtshibe, 2013:1) is one of those job creators. According to the Amathole District Municipality (ADM) (2013:38), the district, which comprises of seven local municipalities, is the 3rd largest economy in the province after the Nelson Mandela Bay Metropolitan Municipality and Buffalo City Metropolitan Municipality, contributing twelve percent to the provincial economy. Figures published in the Division of Revenue Bill, 2014 (RSA, 2014:236) indicate infrastructure development allocations totalling R1.34 billion budgeted to the ADM for the next three years. This translates to job opportunities for the consulting engineering industry of this region. However, the latest ADM SMME procurement data reveals that in the past five years, only a small percentage of tenders awarded were to small consulting engineering businesses with a majority going to medium to large well-established enterprises (ADM, 2014). These results pose a serious challenge for policy makers who have a duty to ensure that work opportunities do not disadvantage emerging small businesses. The main objective of this study was to gain an understanding of the antecedents that impact on the sustainability of small consulting engineering businesses within the Amathole District Municipality. This was done by identifying antecedents to sustainability of small consulting engineering businesses through a detailed literature review. This literature review identified the competitive environment, regulatory environment and policy environment (independent variables) as being antecedents to sustainability of small consulting engineering businesses (dependant variable). In testing the above research objective, the researcher used statistical analysis methods to reach a conclusion with regard to these antecedents. The positivistic research paradigm (quantitative method) was selected in testing this research objective through the use of hypothesis testing. Data was collected using self-administered questionnaires distributed to 100 small consulting engineering businesses using the databases of both the Amathole District Municipality and Consulting Engineers South Africa (CESA). Out of the selected sample of 100 small consulting engineering businesses, only 81 responses were received, thus representing an eighty-one percent response rate which is considered adequate. The collected data was then analysed using inferential and confirmatory statistical analysis methods. The analysis was presented in the form of graphs and tables. The results of the empirical survey identified rival competitor influence, the competitive environment and policy environment as being antecedents to sustainability of small consulting engineering businesses within the Amathole District Municipality. Based on these findings, recommendations were made to the management of the Amathole District Municipality in an endeavour to make the environment within which small consulting engineering businesses operate more favourable for the businesses to be sustainable. Suggestions for future research were also made as a way to help in addressing some of the challenges that are faced by the engineering industry.
- Full Text:
- Date Issued: 2014
Leadership effectiveness in local government : the case of Amathole District Municipality
- Authors: Tshefu, Nolitha
- Date: 2014
- Subjects: Leadership -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8924 , http://hdl.handle.net/10948/d1021142
- Description: Local government is a complex sphere of government that was established on the principles of deepening democracy and advancing developmental local government. This is premised on the fact that local government is highly legislated; furthermore it is the sphere that is the closest to the people. Local government has endured a lot of criticism ranging from lack of leadership, inexperienced and unqualified managers, lack of service delivery and the poor quality of the services provided. The critical question being asked in this research study is whether the current calibre of leadership is achieving the principles of local government. Councillors, by virtue of their establishment, were meant to be the voice of communities. Councillors have a supervisory role to play in the council, but the skills, capacities and experience of councillors are often lacking. The media reports daily on problems and crises called “challenges” facing municipalities. Government has acknowledged that there are challenges in local government. This raises the issue of cadre deployment, whether it assists government in achieving its developmental objectives. Cadre deployment is a strategy of the ruling party which was meant to bring the previously disadvantaged groups to a position of power. This was meant to try to balance the imbalances of the past. This research study argues that the high volume of dissatisfaction by communities may be aggravated by the non-effectiveness of the political bearers in the municipal councils. This study identifies a number of contributing factors to the challenge at hand, such as the deployment of people to council structures; requirement in terms of academic qualification; and lack of leadership. Furthermore, this study investigates what could be the problem with the cadre deployment strategy of the ruling party; asking whether the problem is with the strategy itself or with its implementation. This research study therefore seeks to evaluate the impact the political leaders have on local government, focusing on service delivery. The study will first outline the state of local government in South Africa; compare the design of SA local government to international and African countries as well as looking at the key variables that result in the lack of service delivery. The issue of woman empowerment will also be discussed, evaluating the role that the country up to local government has played in ensuring that the 50/50 representation is achieved. The conclusion from this research is that a framework for the selection of council candidates should be developed. The framework will outline the basic skills and qualification requirements. The recommendations include improvements in the processes of interacting with communities; enforcing the code of conduct; developing ways that the municipality can educate communities on government operations; improved community participation and increased accountability. The impact of the lack of leadership in councillors undermines the democratic principles of developmental local government.
- Full Text:
- Date Issued: 2014
- Authors: Tshefu, Nolitha
- Date: 2014
- Subjects: Leadership -- South Africa -- Eastern Cape , Municipal government -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8924 , http://hdl.handle.net/10948/d1021142
- Description: Local government is a complex sphere of government that was established on the principles of deepening democracy and advancing developmental local government. This is premised on the fact that local government is highly legislated; furthermore it is the sphere that is the closest to the people. Local government has endured a lot of criticism ranging from lack of leadership, inexperienced and unqualified managers, lack of service delivery and the poor quality of the services provided. The critical question being asked in this research study is whether the current calibre of leadership is achieving the principles of local government. Councillors, by virtue of their establishment, were meant to be the voice of communities. Councillors have a supervisory role to play in the council, but the skills, capacities and experience of councillors are often lacking. The media reports daily on problems and crises called “challenges” facing municipalities. Government has acknowledged that there are challenges in local government. This raises the issue of cadre deployment, whether it assists government in achieving its developmental objectives. Cadre deployment is a strategy of the ruling party which was meant to bring the previously disadvantaged groups to a position of power. This was meant to try to balance the imbalances of the past. This research study argues that the high volume of dissatisfaction by communities may be aggravated by the non-effectiveness of the political bearers in the municipal councils. This study identifies a number of contributing factors to the challenge at hand, such as the deployment of people to council structures; requirement in terms of academic qualification; and lack of leadership. Furthermore, this study investigates what could be the problem with the cadre deployment strategy of the ruling party; asking whether the problem is with the strategy itself or with its implementation. This research study therefore seeks to evaluate the impact the political leaders have on local government, focusing on service delivery. The study will first outline the state of local government in South Africa; compare the design of SA local government to international and African countries as well as looking at the key variables that result in the lack of service delivery. The issue of woman empowerment will also be discussed, evaluating the role that the country up to local government has played in ensuring that the 50/50 representation is achieved. The conclusion from this research is that a framework for the selection of council candidates should be developed. The framework will outline the basic skills and qualification requirements. The recommendations include improvements in the processes of interacting with communities; enforcing the code of conduct; developing ways that the municipality can educate communities on government operations; improved community participation and increased accountability. The impact of the lack of leadership in councillors undermines the democratic principles of developmental local government.
- Full Text:
- Date Issued: 2014
The management of knowledge workers for the benefit of an organisation
- Authors: Javu, Thobela Terrence
- Date: 2014
- Subjects: Knowledge workers , Knowledge management , Intellectual capital
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8840 , http://hdl.handle.net/10948/d1020004
- Description: The main research problem in this study was to identify strategies that could assist South Afrian companies in managing knowledge workers for their opt imal benefit . To achieve this goal, the following act ions were ta ken: Aliterature study was conducted to identify the best strategies that South African companies could use to manage knowledge workers for optimal benefit; Following the literature review interviews were concluded with key people in the human resource and recruitment industry to determine how a knowledge worker was defined in their organisations as well as to probe what management and human resources strategies were used to manage knowledge workers to their full potential; The interviews, in addition to the literature study, also served as a basis for a survey questionnaire, which was used to probe the views of knowledge workers to determine tools and strategies managers use to manage them. The empirical results from the study showed some concurrence with best strategies suggested from the theoret ical study. In essence, the study revealed that knowledge was well managed in the organisations where the study was conducted and that the knowledge workers were motivated and productive. However, it appeared that there was uncer tainty around the remuneration, rewards and recognition of these employees, which could ultimately reflect in less promising levels of commitment and lower levels of retention. The main findings were that: knowledge workers should be recognised for their good performance by providing financial incentives; knowledge workers should be provided with opportunities to continuously develop their competencies but be allowed to craft their own developmental experiences; knowledge workers should be empowered by delegat ing tasks to them that carry decision making responsibility and af fectinnovation; and Managers and knowledge workers should cont inuously have performance and organisational development discussions.
- Full Text:
- Date Issued: 2014
- Authors: Javu, Thobela Terrence
- Date: 2014
- Subjects: Knowledge workers , Knowledge management , Intellectual capital
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8840 , http://hdl.handle.net/10948/d1020004
- Description: The main research problem in this study was to identify strategies that could assist South Afrian companies in managing knowledge workers for their opt imal benefit . To achieve this goal, the following act ions were ta ken: Aliterature study was conducted to identify the best strategies that South African companies could use to manage knowledge workers for optimal benefit; Following the literature review interviews were concluded with key people in the human resource and recruitment industry to determine how a knowledge worker was defined in their organisations as well as to probe what management and human resources strategies were used to manage knowledge workers to their full potential; The interviews, in addition to the literature study, also served as a basis for a survey questionnaire, which was used to probe the views of knowledge workers to determine tools and strategies managers use to manage them. The empirical results from the study showed some concurrence with best strategies suggested from the theoret ical study. In essence, the study revealed that knowledge was well managed in the organisations where the study was conducted and that the knowledge workers were motivated and productive. However, it appeared that there was uncer tainty around the remuneration, rewards and recognition of these employees, which could ultimately reflect in less promising levels of commitment and lower levels of retention. The main findings were that: knowledge workers should be recognised for their good performance by providing financial incentives; knowledge workers should be provided with opportunities to continuously develop their competencies but be allowed to craft their own developmental experiences; knowledge workers should be empowered by delegat ing tasks to them that carry decision making responsibility and af fectinnovation; and Managers and knowledge workers should cont inuously have performance and organisational development discussions.
- Full Text:
- Date Issued: 2014
Evaluation of supervisor performance at Transnet port terminals
- Authors: Ben-Mazwi, Amanda
- Date: 2014
- Subjects: Supervision of employees , Personnel management , Performance standards
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8935 , http://hdl.handle.net/10948/d1021200
- Description: The study is about evaluating supervisor performance at Transnet Port Terminals (TPT) and the impact it has in the business world in general. The aim of the study was to evaluate the quality of supervisors at Transnet Port Terminals (TPT) in the Eastern Cape. The sample size of 43 supervisors working at TPT from different departments like operations, planning, key accounts and procurement participated in the study. The sampled supervisors are between the ages of 20 and 59 years and was composed of females and predominantly males. The data was gathered through a questionnaire that was designed particularly to address the lack of quality of supervisory support at TPT. The response from respondents were tied to themes that were constructed, which are: (a) organisational goals; vision and management competencies; (b) communication; (c) performance cycle-setting of goals; (d) supervisor/supervisee performance conversation; and (e) supervisory development programme. The literature gathered and deliberated on in the literature review emanate from different authors in the form of books, journals and treatises. The empirical results were linked to theories gathered from different authors. Research findings were used to curb the issues identified, which will be beneficial to both TPT and its employees. The recommendations were submitted to the company to look at developing an in-house supervisory programme, capacity building internally and creating platforms for effective communication.
- Full Text:
- Date Issued: 2014
- Authors: Ben-Mazwi, Amanda
- Date: 2014
- Subjects: Supervision of employees , Personnel management , Performance standards
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8935 , http://hdl.handle.net/10948/d1021200
- Description: The study is about evaluating supervisor performance at Transnet Port Terminals (TPT) and the impact it has in the business world in general. The aim of the study was to evaluate the quality of supervisors at Transnet Port Terminals (TPT) in the Eastern Cape. The sample size of 43 supervisors working at TPT from different departments like operations, planning, key accounts and procurement participated in the study. The sampled supervisors are between the ages of 20 and 59 years and was composed of females and predominantly males. The data was gathered through a questionnaire that was designed particularly to address the lack of quality of supervisory support at TPT. The response from respondents were tied to themes that were constructed, which are: (a) organisational goals; vision and management competencies; (b) communication; (c) performance cycle-setting of goals; (d) supervisor/supervisee performance conversation; and (e) supervisory development programme. The literature gathered and deliberated on in the literature review emanate from different authors in the form of books, journals and treatises. The empirical results were linked to theories gathered from different authors. Research findings were used to curb the issues identified, which will be beneficial to both TPT and its employees. The recommendations were submitted to the company to look at developing an in-house supervisory programme, capacity building internally and creating platforms for effective communication.
- Full Text:
- Date Issued: 2014
Woolworths Holdings Limited's (WHL) strategic business positioning in the South African clothing and food industry
- Authors: Kuhn, Ralph Ulrich
- Date: 2014
- Subjects: Retail trade -- South Africa , Branding (Marketing) -- South Africa , Food industry and trade -- South Africa , Consumer behavior -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/7793 , vital:24286
- Description: The South African food and clothing retail industry is highly sophisticated and dominated by a few large competitors. The market is unique and has been shaped by abnormal political influences that have created a polarised society. The market holds a high potential owing to the burgeoning young middle class that is also attracting global attention. This necessitates an increase in economies of scale through expansion and acquisition strategies. Woolworths Holdings Limited has experienced significant growth in tough trading conditions whilst many competitors have lost ground. The Woolworths’ brand is primarily aimed at the high-income groupings but also appeals to the burgeoning middle class with their private-label products. The clothing and food divisions also provide a unique appeal that concentrates on the strong brand name to cater to the polarised nature of the market. The Woolworths Holding Limited (WHL) business model aims to offer superior quality at a lower cost than competitors which competitors find difficult to imitate. The apparent paradox is solved through tightly-knit supplier relationships and a culture demanding continuous improvement. The company is uniquely positioned to service the Living Standards Measure (LSM) 8-10 niche market whilst improving efficiencies. The company drives its competitive advantage over competitors through the key competencies of a reputable brand name, a strong sustainability programme, a strong operation and supply chain network, all of which are crucially-supported by superior and innovative technology utilisation. The study analysed the strategic brand positioning with a focus on the introduction of the supermarket concept. The study indicated that the supermarket concept was a reaction from WHL to consumer’s requirements for a one-stop shop aimed at increasing existing customers’ basket spend and drawing similar new clients. An increase in spend is potentially lucrative to WHL, and the strategy is a viable option as long as the company remains focussed on the core principles of the business model.
- Full Text:
- Date Issued: 2014
- Authors: Kuhn, Ralph Ulrich
- Date: 2014
- Subjects: Retail trade -- South Africa , Branding (Marketing) -- South Africa , Food industry and trade -- South Africa , Consumer behavior -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/7793 , vital:24286
- Description: The South African food and clothing retail industry is highly sophisticated and dominated by a few large competitors. The market is unique and has been shaped by abnormal political influences that have created a polarised society. The market holds a high potential owing to the burgeoning young middle class that is also attracting global attention. This necessitates an increase in economies of scale through expansion and acquisition strategies. Woolworths Holdings Limited has experienced significant growth in tough trading conditions whilst many competitors have lost ground. The Woolworths’ brand is primarily aimed at the high-income groupings but also appeals to the burgeoning middle class with their private-label products. The clothing and food divisions also provide a unique appeal that concentrates on the strong brand name to cater to the polarised nature of the market. The Woolworths Holding Limited (WHL) business model aims to offer superior quality at a lower cost than competitors which competitors find difficult to imitate. The apparent paradox is solved through tightly-knit supplier relationships and a culture demanding continuous improvement. The company is uniquely positioned to service the Living Standards Measure (LSM) 8-10 niche market whilst improving efficiencies. The company drives its competitive advantage over competitors through the key competencies of a reputable brand name, a strong sustainability programme, a strong operation and supply chain network, all of which are crucially-supported by superior and innovative technology utilisation. The study analysed the strategic brand positioning with a focus on the introduction of the supermarket concept. The study indicated that the supermarket concept was a reaction from WHL to consumer’s requirements for a one-stop shop aimed at increasing existing customers’ basket spend and drawing similar new clients. An increase in spend is potentially lucrative to WHL, and the strategy is a viable option as long as the company remains focussed on the core principles of the business model.
- Full Text:
- Date Issued: 2014
Improving attendance at an automotive manufacturing company in the Eastern Cape
- Authors: Arnolds, Allan
- Date: 2014
- Subjects: Absenteeism (Labor) -- South Africa -- Eastern Cape , Employee motivation -- South Africa -- Eastern Cape , Job satisfaction -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8871 , http://hdl.handle.net/10948/d1020324
- Description: Attendance in the workplace is becoming a growing challenge for companies or organisations in general. Non-attendance has become a world-wide or international problem. According to Banks, Patel and Moola (2012) it is a common problem in all types of industries, minor or large, private or government. South African organisations are losing estimated billions of rand in cost annually due to poor attendance. These costs are having a negative effect on organisations’ revenue, effectiveness, health and safety. A satisfactory level of employee attendance at work is necessary to allow departments within organisations to achieve their objectives and targets. Research suggests many factors which influence employee attendance and these are investigated, analysed and discussed within this study. The aim of the study was to attempt to improve attendance at an automotive manufacturing company by investigating the influences of certain elements, namely motivation, leadership (supportive), job satisfaction and rewards. The literature study was done to investigate the relationship between these factors and elements and attendance. Through research the realisation of the importance of controlling absenteeism has become very imminent. The literature review has shown that these factors are related to attendance, some of them influencing the tendency to attend work positively and others having a negative influence causing employees to be absent from work. The study also investigates some of the common possible reasons and motives for non-attendance. The empirical part of the study was to determine the perception of workers with regard to attendance. A convenience sampling method was used to select the respondents and the size of the sample consisted of 198 respondents. A researched and well-designed questionnaire was used to gather the data. The information was analysed with the latest statistics software package. Independent tests and analysis of various techniques were used to determine the statistical significant differences in the relationship between attendance and the elements with regard to employee perception. These perceptions were grouped in biographical categories, namely race, age, shop, service length, marital status, gender, income and the number of days absent in the last three years. Through the study statistically no actual significant difference was found among these groups. The key findings within this study show that there are no significant relationships between the dependent variable (attendance) and the independent variables, (motivation, leadership, job satisfaction and rewards). This relation is highlighted by the statistical data which is discussed and analysed individually for this study The theoretical and practical implications of the findings are discussed and recommendations based on these findings are provided.
- Full Text:
- Date Issued: 2014
- Authors: Arnolds, Allan
- Date: 2014
- Subjects: Absenteeism (Labor) -- South Africa -- Eastern Cape , Employee motivation -- South Africa -- Eastern Cape , Job satisfaction -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8871 , http://hdl.handle.net/10948/d1020324
- Description: Attendance in the workplace is becoming a growing challenge for companies or organisations in general. Non-attendance has become a world-wide or international problem. According to Banks, Patel and Moola (2012) it is a common problem in all types of industries, minor or large, private or government. South African organisations are losing estimated billions of rand in cost annually due to poor attendance. These costs are having a negative effect on organisations’ revenue, effectiveness, health and safety. A satisfactory level of employee attendance at work is necessary to allow departments within organisations to achieve their objectives and targets. Research suggests many factors which influence employee attendance and these are investigated, analysed and discussed within this study. The aim of the study was to attempt to improve attendance at an automotive manufacturing company by investigating the influences of certain elements, namely motivation, leadership (supportive), job satisfaction and rewards. The literature study was done to investigate the relationship between these factors and elements and attendance. Through research the realisation of the importance of controlling absenteeism has become very imminent. The literature review has shown that these factors are related to attendance, some of them influencing the tendency to attend work positively and others having a negative influence causing employees to be absent from work. The study also investigates some of the common possible reasons and motives for non-attendance. The empirical part of the study was to determine the perception of workers with regard to attendance. A convenience sampling method was used to select the respondents and the size of the sample consisted of 198 respondents. A researched and well-designed questionnaire was used to gather the data. The information was analysed with the latest statistics software package. Independent tests and analysis of various techniques were used to determine the statistical significant differences in the relationship between attendance and the elements with regard to employee perception. These perceptions were grouped in biographical categories, namely race, age, shop, service length, marital status, gender, income and the number of days absent in the last three years. Through the study statistically no actual significant difference was found among these groups. The key findings within this study show that there are no significant relationships between the dependent variable (attendance) and the independent variables, (motivation, leadership, job satisfaction and rewards). This relation is highlighted by the statistical data which is discussed and analysed individually for this study The theoretical and practical implications of the findings are discussed and recommendations based on these findings are provided.
- Full Text:
- Date Issued: 2014
The effect of outsourcing a South African automotive company's material handling activities on its operational performance
- Authors: Dolley-Ryneveld, Mieshkah
- Date: 2014
- Subjects: Contracting out -- South Africa , Industrial management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8936 , http://hdl.handle.net/10948/d1021202
- Description: Outsourcing has become a popular trend in the last two decades and has been applied in both non-essential and critical business functions. It has been viewed as a vital source of competitive advantage and is expected to remain an important component in future business strategies. Over the past few years, the outsourcing of logistics functions in particular has shown strong growth. Thus, an abundance of research on the outsourcing of logistics is available. However, there has been little research on the outsourcing of material handling activities as a sub-component of logistics, nor its effect on a company’s operational performance. The purpose of this treatise is to determine the effects of outsourcing a South African automotive company’s material handling activities on its operational performance. It further aims to compare the company’s expected outcomes for outsourcing with actual outcomes. In addition, the factors which contributed positively and negatively to the operation of the outsourced material handling activities at the company, are established. The automotive company in this study is situated in Port Elizabeth, but due to confidentiality reasons the name of the company is not mentioned in the study. The study consists of a literature review on the background of outsourcing, outsourcing theories, outsourcing trends, important outsourcing considerations and gaps in outsourcing research. Primary data, collected through the use of a questionnaire to determine the effects outsourcing has on the company’s operational performance, is collected, reported and analysed in the study. The performance criteria used to determine these effects are: cost; delivery speed and reliability; flexibility; quality; the outsourcing relationship and the management of the outsourcing relationship. The study results reveal that the operational performance of the company remained the same after outsourcing.
- Full Text:
- Date Issued: 2014
- Authors: Dolley-Ryneveld, Mieshkah
- Date: 2014
- Subjects: Contracting out -- South Africa , Industrial management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8936 , http://hdl.handle.net/10948/d1021202
- Description: Outsourcing has become a popular trend in the last two decades and has been applied in both non-essential and critical business functions. It has been viewed as a vital source of competitive advantage and is expected to remain an important component in future business strategies. Over the past few years, the outsourcing of logistics functions in particular has shown strong growth. Thus, an abundance of research on the outsourcing of logistics is available. However, there has been little research on the outsourcing of material handling activities as a sub-component of logistics, nor its effect on a company’s operational performance. The purpose of this treatise is to determine the effects of outsourcing a South African automotive company’s material handling activities on its operational performance. It further aims to compare the company’s expected outcomes for outsourcing with actual outcomes. In addition, the factors which contributed positively and negatively to the operation of the outsourced material handling activities at the company, are established. The automotive company in this study is situated in Port Elizabeth, but due to confidentiality reasons the name of the company is not mentioned in the study. The study consists of a literature review on the background of outsourcing, outsourcing theories, outsourcing trends, important outsourcing considerations and gaps in outsourcing research. Primary data, collected through the use of a questionnaire to determine the effects outsourcing has on the company’s operational performance, is collected, reported and analysed in the study. The performance criteria used to determine these effects are: cost; delivery speed and reliability; flexibility; quality; the outsourcing relationship and the management of the outsourcing relationship. The study results reveal that the operational performance of the company remained the same after outsourcing.
- Full Text:
- Date Issued: 2014
Managing the processing of bills in the parliament of the Republic of South Africa
- Authors: Radebe, Bhekisizwe Abram
- Date: 2014
- Subjects: South Africa. Parliament -- Rules and practice Legislation -- South Africa Parliamentary practice -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/10350 , vital:26655
- Description: The aim of this study was to gain an understanding of the legislative process in the South African Parliament, especially the processing of bills. The study was confined to bills processed by the Portfolio Committee on Trade and Industry which is within, and what is known as the Economic Cluster of portfolio committees of Parliament. The main problem was to determine whether the Parliament of the Republic of South Africa is efficiently and effectively managing the processing of the bills tabled before it. A sub-problem was to determine how it can be assured that the bills passed by Parliament are of the highest standard. A second sub-problem was to try to find a balance between private bills and those introduced by the various ministries. A third sub-problem was to determine the influence of the lobby groups have on the rocessing and passing of bills in the Parliament of the Republic of South Africa. The research methodology includes a literature review, a questionnaire survey, face-to-face interviews with parliament management and a comparative study. After analysing the data collected, conclusions were drawn and recommendations made. Although the research was not comprehensive, the results should assist the Parliament of the Republic of South Africa to improve the processing of bills, thereby improving the legislative process.
- Full Text:
- Date Issued: 2014
- Authors: Radebe, Bhekisizwe Abram
- Date: 2014
- Subjects: South Africa. Parliament -- Rules and practice Legislation -- South Africa Parliamentary practice -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/10350 , vital:26655
- Description: The aim of this study was to gain an understanding of the legislative process in the South African Parliament, especially the processing of bills. The study was confined to bills processed by the Portfolio Committee on Trade and Industry which is within, and what is known as the Economic Cluster of portfolio committees of Parliament. The main problem was to determine whether the Parliament of the Republic of South Africa is efficiently and effectively managing the processing of the bills tabled before it. A sub-problem was to determine how it can be assured that the bills passed by Parliament are of the highest standard. A second sub-problem was to try to find a balance between private bills and those introduced by the various ministries. A third sub-problem was to determine the influence of the lobby groups have on the rocessing and passing of bills in the Parliament of the Republic of South Africa. The research methodology includes a literature review, a questionnaire survey, face-to-face interviews with parliament management and a comparative study. After analysing the data collected, conclusions were drawn and recommendations made. Although the research was not comprehensive, the results should assist the Parliament of the Republic of South Africa to improve the processing of bills, thereby improving the legislative process.
- Full Text:
- Date Issued: 2014
Evaluating recruitment practices at the auditor general of South Africa
- Authors: Snyders, Curtis
- Date: 2014
- Subjects: Employees -- Recruiting -- South Africa , Employee selection -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8932 , http://hdl.handle.net/10948/d1021189
- Description: This research study evaluated recruitment practices at the Auditor-General of South Africa (AGSA). The AGSA recruit highly skilled talented individuals in a country with a problem with a shortage of skills. Recruitment at the organisation is therefore an important function and key to the success of the AGSA. There is no clear indication that the AGSA, when filling vacancies, should recruit from its internal resources or recruit externally. This research looked to establish an ideal ratio between the recruitment from internal and external employees. To achieve the objectives, a literature review was conducted to determine the various combinations of recruitment. The literature was divided into talent management, internal and external recruitment, as well as succession management. The research took the form of a case study, looking at recruitment practices within the AGSA. A questionnaire was developed to gather information from employees in the AGSA, around their assessment of recruitment and their opinion on internal and external recruitment. The questionnaire was distributed online and various levels of employees within the organisation participated in responding to the questionnaire. The most recent recruitment reports were presented and analysed. Information was gathered from literature on recruitment and the AGSA employee’s by means of an online questionnaire. Recommendations were made to the AGSA taking into consideration the current practices within the organisation and the research undertaken for this dissertation.
- Full Text:
- Date Issued: 2014
- Authors: Snyders, Curtis
- Date: 2014
- Subjects: Employees -- Recruiting -- South Africa , Employee selection -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8932 , http://hdl.handle.net/10948/d1021189
- Description: This research study evaluated recruitment practices at the Auditor-General of South Africa (AGSA). The AGSA recruit highly skilled talented individuals in a country with a problem with a shortage of skills. Recruitment at the organisation is therefore an important function and key to the success of the AGSA. There is no clear indication that the AGSA, when filling vacancies, should recruit from its internal resources or recruit externally. This research looked to establish an ideal ratio between the recruitment from internal and external employees. To achieve the objectives, a literature review was conducted to determine the various combinations of recruitment. The literature was divided into talent management, internal and external recruitment, as well as succession management. The research took the form of a case study, looking at recruitment practices within the AGSA. A questionnaire was developed to gather information from employees in the AGSA, around their assessment of recruitment and their opinion on internal and external recruitment. The questionnaire was distributed online and various levels of employees within the organisation participated in responding to the questionnaire. The most recent recruitment reports were presented and analysed. Information was gathered from literature on recruitment and the AGSA employee’s by means of an online questionnaire. Recommendations were made to the AGSA taking into consideration the current practices within the organisation and the research undertaken for this dissertation.
- Full Text:
- Date Issued: 2014
An evaluation of the delivery of the Eskom Customer Safety Education Programme in the Queenstown Customer Services Area.
- Authors: Mtyalela, Kanyisa Highly
- Date: 2014
- Subjects: Eskom (Firm) , Customer relations -- Management , Safety education -- South Africa -- Queenstown , Safety education -- Evaluation , Safety consultants -- Rating of -- South Africa -- Queenstown , Public safety -- South Africa -- Queenstown
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:839 , http://hdl.handle.net/10962/d1013569
- Description: The aim of this research is to evaluate the Eskom customer safety education programme in the Queenstown Customer Services Area. The research focuses on the implementation of the programme with the aim of assessing whether there is need for optimisation in the way that the customer education and training is delivered. The paper consists of three sections. Section one is directed to Eskom and is made up of (i) a review of the literature that is relevant to the Eskom safety education programme, (ii) the findings made from the study and (iii) recommendations from the author. Section two is a review of the key concepts which were identified for this paper and these are: (i) education and training, (ii) consumer education, (iii) citizenship education, (iv) training programme development, and (v) training programme evaluation. Section three provides detail on and justifies the research methodology that was followed for this paper. The author adopted the deductive approach and collected data from literature sources and Eskom documents as well as face-to-face interviews with the Eskom trainers and customers. Qualitative data was collected from the interviews and is presented in section one of the report in the form of (i) narratives, (ii) graphs and (iii) tables. The research has identified some shortcomings in the delivery of the training and recommendations have been made on how these shortcomings can be addressed. Trainer skills, training evaluation and training tools are amongst the issues that require attention in the Queenstown Customer Services Area. The results revealed that 67 percent of the trainers have not received training related to conducting customer forums. Inconsistencies with regard to the evaluation of the training interventions were also identified and there were differences in terms of the training tools that are utilised at the forums. The recommendations made by the author are based on the literature that was reviewed as part of this study and are aimed at addressing the delivery of the training. The respondents all displayed an understanding of the objectives of the Eskom safety education programme and made recommendations in terms of how Eskom can reduce the tampering of Eskom equipment. The recommendations made included the involvement of the community as well as unannounced door-to-door audits aimed at identifying damaged and tampered Eskom equipment. These recommendations are in line with the guiding principles of safety education presented in McWhirter (2008: 32) which include the involvement of young people in real decisions to help them stay safe, as well as the use of active approaches in addressing safety issues. A review of the electrical contact incidents which were reported to Eskom in 2011/12 revealed that in 61,5 percent of the cases that occurred in the Eastern Cape, Eskom had conducted electricity safety education before the incidents occurred. The recommendations in terms of the training delivery should be implemented to improve the delivery of the training. The author however recommends further research on how Eskom can reduce the number of electrical contact incidents that occur, as it has been proven through previous studies that safety education “has an impact on knowledge, behaviour, risk and skills and no papers have provided evidence of the impact of safety education on injury rates” (Mulvaney, Watson and Errington, 2012: 27).
- Full Text:
- Date Issued: 2014
- Authors: Mtyalela, Kanyisa Highly
- Date: 2014
- Subjects: Eskom (Firm) , Customer relations -- Management , Safety education -- South Africa -- Queenstown , Safety education -- Evaluation , Safety consultants -- Rating of -- South Africa -- Queenstown , Public safety -- South Africa -- Queenstown
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:839 , http://hdl.handle.net/10962/d1013569
- Description: The aim of this research is to evaluate the Eskom customer safety education programme in the Queenstown Customer Services Area. The research focuses on the implementation of the programme with the aim of assessing whether there is need for optimisation in the way that the customer education and training is delivered. The paper consists of three sections. Section one is directed to Eskom and is made up of (i) a review of the literature that is relevant to the Eskom safety education programme, (ii) the findings made from the study and (iii) recommendations from the author. Section two is a review of the key concepts which were identified for this paper and these are: (i) education and training, (ii) consumer education, (iii) citizenship education, (iv) training programme development, and (v) training programme evaluation. Section three provides detail on and justifies the research methodology that was followed for this paper. The author adopted the deductive approach and collected data from literature sources and Eskom documents as well as face-to-face interviews with the Eskom trainers and customers. Qualitative data was collected from the interviews and is presented in section one of the report in the form of (i) narratives, (ii) graphs and (iii) tables. The research has identified some shortcomings in the delivery of the training and recommendations have been made on how these shortcomings can be addressed. Trainer skills, training evaluation and training tools are amongst the issues that require attention in the Queenstown Customer Services Area. The results revealed that 67 percent of the trainers have not received training related to conducting customer forums. Inconsistencies with regard to the evaluation of the training interventions were also identified and there were differences in terms of the training tools that are utilised at the forums. The recommendations made by the author are based on the literature that was reviewed as part of this study and are aimed at addressing the delivery of the training. The respondents all displayed an understanding of the objectives of the Eskom safety education programme and made recommendations in terms of how Eskom can reduce the tampering of Eskom equipment. The recommendations made included the involvement of the community as well as unannounced door-to-door audits aimed at identifying damaged and tampered Eskom equipment. These recommendations are in line with the guiding principles of safety education presented in McWhirter (2008: 32) which include the involvement of young people in real decisions to help them stay safe, as well as the use of active approaches in addressing safety issues. A review of the electrical contact incidents which were reported to Eskom in 2011/12 revealed that in 61,5 percent of the cases that occurred in the Eastern Cape, Eskom had conducted electricity safety education before the incidents occurred. The recommendations in terms of the training delivery should be implemented to improve the delivery of the training. The author however recommends further research on how Eskom can reduce the number of electrical contact incidents that occur, as it has been proven through previous studies that safety education “has an impact on knowledge, behaviour, risk and skills and no papers have provided evidence of the impact of safety education on injury rates” (Mulvaney, Watson and Errington, 2012: 27).
- Full Text:
- Date Issued: 2014
How technology can be applied to support change management best practices in the South African automotive industry
- Authors: Vorster, Malcolm William
- Date: 2014
- Subjects: Organizational change -- South Africa , Automobile industry and trade -- Information technology -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/4265 , vital:20576
- Description: Organisations within the South African automotive industry (SAAI) are always seeking innovative ways to remain globally competitive. In order to keep costs as low as possible, existing facilities are often adapted to either cater for a wider variety of products or, alternatively, to produce larger volumes than they were originally designed to produce. In every instance, some form of change needs to take place. When the change management processes are defined within the system, quick wins need to be identified. These quick wins may include the elimination of non-valueadding time that is spent moving paper work between offices or ensuring the correct checks are in place to prevent the process from moving to the next step until all the requirements for the current steps have been completed. Technology has been identified as a suitable support mechanism that would be able to integrate into the complex system that comprises processes to be followed in an order that can be predefined. Every organisation faces its own unique challenges when technology is introduced. These can include a lack of computer literacy and the unwillingness to accept that change can in fact benefit the organisation. Getting the users to take ownership of the new systems through comprehensive training initiatives will be shown to be the most effective manner in which to ensure that the systems are effective and used to their full potential. This treatise will investigate the change management systems currently being used in the SAAI and compare the most important factors against the perceived best practices of the resources that are involved in change management. Organisations that operate at various levels within the SAAI will be researched. A literature review of the best practices in change management systems combined with an investigation into how technology can assist in supporting these best practices will be conducted. The findings will then be summarised and recommendations based on the collected data and information will be formulated and put forward.
- Full Text:
- Date Issued: 2014
- Authors: Vorster, Malcolm William
- Date: 2014
- Subjects: Organizational change -- South Africa , Automobile industry and trade -- Information technology -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/4265 , vital:20576
- Description: Organisations within the South African automotive industry (SAAI) are always seeking innovative ways to remain globally competitive. In order to keep costs as low as possible, existing facilities are often adapted to either cater for a wider variety of products or, alternatively, to produce larger volumes than they were originally designed to produce. In every instance, some form of change needs to take place. When the change management processes are defined within the system, quick wins need to be identified. These quick wins may include the elimination of non-valueadding time that is spent moving paper work between offices or ensuring the correct checks are in place to prevent the process from moving to the next step until all the requirements for the current steps have been completed. Technology has been identified as a suitable support mechanism that would be able to integrate into the complex system that comprises processes to be followed in an order that can be predefined. Every organisation faces its own unique challenges when technology is introduced. These can include a lack of computer literacy and the unwillingness to accept that change can in fact benefit the organisation. Getting the users to take ownership of the new systems through comprehensive training initiatives will be shown to be the most effective manner in which to ensure that the systems are effective and used to their full potential. This treatise will investigate the change management systems currently being used in the SAAI and compare the most important factors against the perceived best practices of the resources that are involved in change management. Organisations that operate at various levels within the SAAI will be researched. A literature review of the best practices in change management systems combined with an investigation into how technology can assist in supporting these best practices will be conducted. The findings will then be summarised and recommendations based on the collected data and information will be formulated and put forward.
- Full Text:
- Date Issued: 2014
A study exploring the relationship between employee happiness and financial performance within a South African financial institution
- Authors: Waugh, Geoffrey William
- Date: 2014
- Subjects: Financial institutions -- South Africa , Employee motivation , Financial institutions -- Ratings and rankings , Banks and banking -- South Africa , Bank employees -- South Africa , Job satisfaction
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:827 , http://hdl.handle.net/10962/d1012080
- Description: This research is an investigation of the relationship between employees 'happiness' and the financial performance of a financial services organisation in South Africa. As a component of the financial services industry the banking sector contributes greatly to the economic growth of the country. The South African Banking sector is concentrated and highly competitive. It is vital for banks to maintain competitiveness and ever increasing global competition adds further pressure on organisations to financially perform so as to meet the demands of their shareholders. The literature that has been reviewed and previous research suggest that employee 'happiness' is a vital variable influencing the performance and success of individuals. Organisational performance will be measured in terms of financial performance for the purposes of this research. The concept of financial performance and 'happiness' are discussed and a questionnaire based on the Satisfaction With Life Scale (Diener et al,1985) is used to determine the levels of 'happiness' at selected branches within the institution. The individual branches financial performance is determined via calculating selected ratios, namely cumulative leverage, cost to income ratio and net yield. An analysis of correlation was conducted to establish whether or not a relationship of statistical significance exists between employee 'happiness' and financial performance. It was concluded that there is no relationship of statistical significance between employee 'happiness' and the financial performance of branches within the organisation, it was suggested that other factors exert a much greater influence over financial performance. Some of these factors influencing financial performance are discussed and recommendations for further research are made.
- Full Text:
- Date Issued: 2014
- Authors: Waugh, Geoffrey William
- Date: 2014
- Subjects: Financial institutions -- South Africa , Employee motivation , Financial institutions -- Ratings and rankings , Banks and banking -- South Africa , Bank employees -- South Africa , Job satisfaction
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:827 , http://hdl.handle.net/10962/d1012080
- Description: This research is an investigation of the relationship between employees 'happiness' and the financial performance of a financial services organisation in South Africa. As a component of the financial services industry the banking sector contributes greatly to the economic growth of the country. The South African Banking sector is concentrated and highly competitive. It is vital for banks to maintain competitiveness and ever increasing global competition adds further pressure on organisations to financially perform so as to meet the demands of their shareholders. The literature that has been reviewed and previous research suggest that employee 'happiness' is a vital variable influencing the performance and success of individuals. Organisational performance will be measured in terms of financial performance for the purposes of this research. The concept of financial performance and 'happiness' are discussed and a questionnaire based on the Satisfaction With Life Scale (Diener et al,1985) is used to determine the levels of 'happiness' at selected branches within the institution. The individual branches financial performance is determined via calculating selected ratios, namely cumulative leverage, cost to income ratio and net yield. An analysis of correlation was conducted to establish whether or not a relationship of statistical significance exists between employee 'happiness' and financial performance. It was concluded that there is no relationship of statistical significance between employee 'happiness' and the financial performance of branches within the organisation, it was suggested that other factors exert a much greater influence over financial performance. Some of these factors influencing financial performance are discussed and recommendations for further research are made.
- Full Text:
- Date Issued: 2014
Strategy execution in a manufacturing facility in the Nelson Mandela Bay
- Authors: Butler, Charles Ted
- Date: 2014
- Subjects: Business planning -- South Africa -- Nelson Mandela Bay Municipality , Manufacturing industries -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8843 , http://hdl.handle.net/10948/d1020075
- Description: The most basic role of operations is to execute a strategy (Pycraft, Singh, Phihlela, Slack, Chambers & Johnston, 2010). The aim of this study is to make a contribution to operational performance by analysing the effectiveness of strategy execution at a confectionery manufacturing facility situated in the Nelson Mandela Bay (NMB). The primary objective of the study is to improve strategy execution at this manufacturing facility by investigating the influence of strategy; business processes; organisational factors; human resources; macro factors and leadership toward the success of strategy execution. The researcher gave consideration to whether this manufacturing facility measured on a strategy grid, is in a professional (champions’) league, headed towards a spectacular success; or headed towards being relegated and failure; or will it achieve somewhere in between like playing in the amateur (first division). The study was conducted in the quantitative paradigm. Data was collected using a structured questionnaire and sourced instruments were used to measure the variables in the hypothesised model. The objective of the questionnaire was to analyse the respondent’s understanding of how strategy is executed, thereby identifying the possible areas that need to be improved. It was found that most managers disagreed that the business processes, organisational factors and human resources effectively support the execution of the operational strategy and that the average response from the managers were neutral in respect of effectiveness of strategy and leadership. The inference is that although this manufacturing facility has a fair strategy, execution thereof is below average. The researcher therefore deduced that the most appropriate section for the manufacturing facility is between the first division and relegation. The research findings indicate that the management team is not effectively executing the operational strategy. The management implication of this finding translates into lost opportunities. These lost opportunities probably contributed to the poor results reported by the plant director in his quarterly performance review. The empirical results are discussed and recommendations are proposed to improve strategy execution, complementing the manufacturing facility’s goals to deliver the best performance and ultimately realise their stated vision: “to be the best and most loved confectionary site in the world”.
- Full Text:
- Date Issued: 2014
- Authors: Butler, Charles Ted
- Date: 2014
- Subjects: Business planning -- South Africa -- Nelson Mandela Bay Municipality , Manufacturing industries -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8843 , http://hdl.handle.net/10948/d1020075
- Description: The most basic role of operations is to execute a strategy (Pycraft, Singh, Phihlela, Slack, Chambers & Johnston, 2010). The aim of this study is to make a contribution to operational performance by analysing the effectiveness of strategy execution at a confectionery manufacturing facility situated in the Nelson Mandela Bay (NMB). The primary objective of the study is to improve strategy execution at this manufacturing facility by investigating the influence of strategy; business processes; organisational factors; human resources; macro factors and leadership toward the success of strategy execution. The researcher gave consideration to whether this manufacturing facility measured on a strategy grid, is in a professional (champions’) league, headed towards a spectacular success; or headed towards being relegated and failure; or will it achieve somewhere in between like playing in the amateur (first division). The study was conducted in the quantitative paradigm. Data was collected using a structured questionnaire and sourced instruments were used to measure the variables in the hypothesised model. The objective of the questionnaire was to analyse the respondent’s understanding of how strategy is executed, thereby identifying the possible areas that need to be improved. It was found that most managers disagreed that the business processes, organisational factors and human resources effectively support the execution of the operational strategy and that the average response from the managers were neutral in respect of effectiveness of strategy and leadership. The inference is that although this manufacturing facility has a fair strategy, execution thereof is below average. The researcher therefore deduced that the most appropriate section for the manufacturing facility is between the first division and relegation. The research findings indicate that the management team is not effectively executing the operational strategy. The management implication of this finding translates into lost opportunities. These lost opportunities probably contributed to the poor results reported by the plant director in his quarterly performance review. The empirical results are discussed and recommendations are proposed to improve strategy execution, complementing the manufacturing facility’s goals to deliver the best performance and ultimately realise their stated vision: “to be the best and most loved confectionary site in the world”.
- Full Text:
- Date Issued: 2014