The value of the middleman in the supply chain of South African tyre production
- Authors: Cornelius, André G
- Date: 2008
- Subjects: Tires -- Industrialists -- South Africa Tire Industry -- South Africa Commercial agents -- South Africa Business logistics -- Management -- South Africa Physical distribution of goods -- Management Commercial agents -- South Africa Marketing channels -- Management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:770 , http://hdl.handle.net/10962/d1003891
- Description: Only a few middlemen linking chemical intermediate product supply to world tyre productions have managed to survive new direct business models. In fact, the only region, where the practice of using a middleman in the supply chain of tyre production, for a certain primary manufacturer, is in South Africa. Tyre producers in other world regions, similar in market complexity to South Africa, have experienced the elimination of the middleman. Hence the question of this research, why is the middleman in the supply chain of tyre production in South Africa still a better option than that of direct business models? To begin with, the thesis stated that the middleman in the supply chain of South African tyre producers delivers better value than that of the direct business model. To prove/disprove this thesis, the principle that value is a trade-off between what you get for what you give was the basis of this research (Zeithaml, 1998). Further, a model was developed, from secondary literature, to conceptualise this trade-off to provide evidence to prove/disprove that the middleman provides greater value than value from the direct business model. From this point, the research approach was to collect data through interviews to find out the most important aspect of value created by the middleman. Data collected were analysed, using the structure of the model as a guide, to find evidence of the trade-off. This analysis provided evidence that the relationship between the middleman and the tyre producers in South Africa and between the middleman and primary product supplier is the value that the direct business model cannot replace.
- Full Text:
- Date Issued: 2008
- Authors: Cornelius, André G
- Date: 2008
- Subjects: Tires -- Industrialists -- South Africa Tire Industry -- South Africa Commercial agents -- South Africa Business logistics -- Management -- South Africa Physical distribution of goods -- Management Commercial agents -- South Africa Marketing channels -- Management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:770 , http://hdl.handle.net/10962/d1003891
- Description: Only a few middlemen linking chemical intermediate product supply to world tyre productions have managed to survive new direct business models. In fact, the only region, where the practice of using a middleman in the supply chain of tyre production, for a certain primary manufacturer, is in South Africa. Tyre producers in other world regions, similar in market complexity to South Africa, have experienced the elimination of the middleman. Hence the question of this research, why is the middleman in the supply chain of tyre production in South Africa still a better option than that of direct business models? To begin with, the thesis stated that the middleman in the supply chain of South African tyre producers delivers better value than that of the direct business model. To prove/disprove this thesis, the principle that value is a trade-off between what you get for what you give was the basis of this research (Zeithaml, 1998). Further, a model was developed, from secondary literature, to conceptualise this trade-off to provide evidence to prove/disprove that the middleman provides greater value than value from the direct business model. From this point, the research approach was to collect data through interviews to find out the most important aspect of value created by the middleman. Data collected were analysed, using the structure of the model as a guide, to find evidence of the trade-off. This analysis provided evidence that the relationship between the middleman and the tyre producers in South Africa and between the middleman and primary product supplier is the value that the direct business model cannot replace.
- Full Text:
- Date Issued: 2008
The use of mobile commerce to improve the services of life insurance post sale activities
- Authors: Afrifa, Rexford
- Date: 2008
- Subjects: Mobile commerce -- South Africa , Mobile computing -- South Africa , Mobile communication systems -- South Africa , Personal communication service systems -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8718 , http://hdl.handle.net/10948/913 , Mobile commerce -- South Africa , Mobile computing -- South Africa , Mobile communication systems -- South Africa , Personal communication service systems -- South Africa
- Description: Mobile commerce, due to its inherent characteristics of mobility and reachability in enhancing personalized services provides an excellent means for life insurers to exploit such avenue in their service offerings. The objective of this study was to determine whether mobile commerce can be used to improve the services of life insurance post-sale activities. This objective was achieved with the relevant literature and empirical study. To accomplish the objective of this treatise, a triangulated research approach was selected and a multiple-case study consisting of four cases was conducted. The four cases selected comprised of leading insurers with large market share in the life insurance market in South-Africa. The primary data were collected through questionnaire and face-to-face interviews with selected respondents. The main finding shows that the respondents had a positive view about mobile commerce and its application in their companies. This was demonstrated by 80 percent of respondents who agreed that mobile commerce was more of an opportunity rather than a challenge or even a threat for the life insurance market. The results also indicate that customer relationship management, mobile messaging services and field service automation functions were used by all the insurers; although minor discrepancies were observed due to the efficiency of each firms IT infrastructure. The Internet was found to assist in the collection of more precise data, to increase service performing abilities. Some of the major obstacles that were found to hinder the deployment of mobile commerce in the industry were security concerns, low and infrequent internet usage and performance by supporting industries. Cumbersome and inefficient legacy systems were declared as the greatest technological weakness particularly by respondents from case 1 and 2. Conversely, hardware and network infrastructure, lack of software packages, lack of technical expertise and the fear of disintermediation was rated low in hindering the deployment of mobile commerce. However, according to the findings the key benefits derived from engaging in increased mobile commerce activities include enhancing customer contact and service, more transparency and speed of claims management, increasing client retention and policy extension rates hence increasing overall company profit.
- Full Text:
- Date Issued: 2008
- Authors: Afrifa, Rexford
- Date: 2008
- Subjects: Mobile commerce -- South Africa , Mobile computing -- South Africa , Mobile communication systems -- South Africa , Personal communication service systems -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8718 , http://hdl.handle.net/10948/913 , Mobile commerce -- South Africa , Mobile computing -- South Africa , Mobile communication systems -- South Africa , Personal communication service systems -- South Africa
- Description: Mobile commerce, due to its inherent characteristics of mobility and reachability in enhancing personalized services provides an excellent means for life insurers to exploit such avenue in their service offerings. The objective of this study was to determine whether mobile commerce can be used to improve the services of life insurance post-sale activities. This objective was achieved with the relevant literature and empirical study. To accomplish the objective of this treatise, a triangulated research approach was selected and a multiple-case study consisting of four cases was conducted. The four cases selected comprised of leading insurers with large market share in the life insurance market in South-Africa. The primary data were collected through questionnaire and face-to-face interviews with selected respondents. The main finding shows that the respondents had a positive view about mobile commerce and its application in their companies. This was demonstrated by 80 percent of respondents who agreed that mobile commerce was more of an opportunity rather than a challenge or even a threat for the life insurance market. The results also indicate that customer relationship management, mobile messaging services and field service automation functions were used by all the insurers; although minor discrepancies were observed due to the efficiency of each firms IT infrastructure. The Internet was found to assist in the collection of more precise data, to increase service performing abilities. Some of the major obstacles that were found to hinder the deployment of mobile commerce in the industry were security concerns, low and infrequent internet usage and performance by supporting industries. Cumbersome and inefficient legacy systems were declared as the greatest technological weakness particularly by respondents from case 1 and 2. Conversely, hardware and network infrastructure, lack of software packages, lack of technical expertise and the fear of disintermediation was rated low in hindering the deployment of mobile commerce. However, according to the findings the key benefits derived from engaging in increased mobile commerce activities include enhancing customer contact and service, more transparency and speed of claims management, increasing client retention and policy extension rates hence increasing overall company profit.
- Full Text:
- Date Issued: 2008
The Southern African Development Community's attraction to foreign direct investment
- Authors: Botha, Richard Kruger
- Date: 2008
- Subjects: Southern African Development Community , Africa, Southern -- Foreign economic relations , Africa, Southern -- Economic integration , Africa, Southern -- Economic conditions
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8716 , http://hdl.handle.net/10948/926 , Southern African Development Community , Africa, Southern -- Foreign economic relations , Africa, Southern -- Economic integration , Africa, Southern -- Economic conditions
- Description: In order to assess the question as to whether the Southern African Development Community in principle attracts foreign direct investment, literature and data have been cited that compared the economic profiles and relative privatisation programs of member states of the Southern African Development Community with relative high inflows of foreign direct investment with the economic profiles and relative privatisation programs of member states with relative low inflows of foreign direct investment. Qualitative research has been conducted, and the author is of opinion that generally the member states with relative high foreign direct investment inflows had economic profiles and relative privatisation programs that encouraged foreign direct investment, and member states with relative low foreign direct investment inflows had economic profiles and relative privatisation programs that deterred foreign direct investment inflows. From the above the author has inferred that the Southern African Development Community in principle attracted foreign direct investment, but not to its full potential. The reason may be that although the member states’ economic profiles are favourable for foreign direct investment, their economic growths tend to fluctuate, and the future economic profiles are therefore unpredictable. With the above in mind this mini-treatise aims to address the question as to what steps the governments of the Southern African Development Community’s member states could follow in order to attract foreign direct investment. iii The author is of opinion that the member states should endeavour to maintain an annual average economic growth rate, and that the governments continue to engage into privatisation programs in order to encourage foreign direct investment.
- Full Text:
- Date Issued: 2008
- Authors: Botha, Richard Kruger
- Date: 2008
- Subjects: Southern African Development Community , Africa, Southern -- Foreign economic relations , Africa, Southern -- Economic integration , Africa, Southern -- Economic conditions
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8716 , http://hdl.handle.net/10948/926 , Southern African Development Community , Africa, Southern -- Foreign economic relations , Africa, Southern -- Economic integration , Africa, Southern -- Economic conditions
- Description: In order to assess the question as to whether the Southern African Development Community in principle attracts foreign direct investment, literature and data have been cited that compared the economic profiles and relative privatisation programs of member states of the Southern African Development Community with relative high inflows of foreign direct investment with the economic profiles and relative privatisation programs of member states with relative low inflows of foreign direct investment. Qualitative research has been conducted, and the author is of opinion that generally the member states with relative high foreign direct investment inflows had economic profiles and relative privatisation programs that encouraged foreign direct investment, and member states with relative low foreign direct investment inflows had economic profiles and relative privatisation programs that deterred foreign direct investment inflows. From the above the author has inferred that the Southern African Development Community in principle attracted foreign direct investment, but not to its full potential. The reason may be that although the member states’ economic profiles are favourable for foreign direct investment, their economic growths tend to fluctuate, and the future economic profiles are therefore unpredictable. With the above in mind this mini-treatise aims to address the question as to what steps the governments of the Southern African Development Community’s member states could follow in order to attract foreign direct investment. iii The author is of opinion that the member states should endeavour to maintain an annual average economic growth rate, and that the governments continue to engage into privatisation programs in order to encourage foreign direct investment.
- Full Text:
- Date Issued: 2008
The role of an administrator in hedge fund operational risk management
- Authors: Schutte, Juane
- Date: 2008
- Subjects: Hedge funds -- South Africa -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8724 , http://hdl.handle.net/10948/891 , Hedge funds -- South Africa -- Management
- Description: With the financial crisis of 2008 and more retirement funds and insurance companies entering the hedge fund industry, the safety of investor assets has become vital. According to a worldwide study by Kundro and Feffer (2002:42), operational risk factors account for almost half of hedge fund failures. The issues that underlie the operational risk factors relate to valuation of the fund’s assets and liabilities. Unless certain valuation practices become more widespread, hedge funds face a potential crisis of confidence with institutional and high net worth investors (Kundro and Feffer, 2002:42). Despite the improvements made by administrators to deal with the complexities of hedge fund investments, the accuracy of some valuations remains open to question (McVea 2008:135). Hedge fund manager inputs into valuations compromise the degree of independence exercised, particularly with regard to complex and/or illiquid instruments. The perception that administrators lack the required technical expertise to value complex and/or illiquid assets exacerbates the issue of administrator’s reliability to provide independent valuations. Therefore, the reliance on administrators to guarantee the quality of valuations of complex instruments is in question. The aim of the study was to identify ways to improve operational risk management practices, particularly valuations, in hedge funds through identifying ways of promoting effective functioning of independent third-party administrators. This was achieved through a case study approach using a South African leading administrator, Investment Data Services, as the object of study. The literature highlighted the changing functions of administrators, the challenges facing them and ways of addressing those challenges. The empirical study measured the extent of IDS’ valuation practices in managing operational risk in hedge funds. Four key members of IDS’ management team and one hedge fund manager with considerable insight were interviewed. The data obtained was then reduced into meaningful results. The empirical findings were compared with the theory provided in the literature scrutiny to identify ways of improving the valuation function. The conclusion was that the challenges faced by the administrator were addressed through proper independence, consistency and transparency of the valuation process. A crucial cog in IDS’ wheel is the employment of staff with the required technical skills to understand complex financial instruments. In addition, investment in advanced systems and technology is important in managing the risks involved. Consequently, IDS’ valuation practices can be used as template for other administrators in their efforts to manage the operational risks in hedge funds.
- Full Text:
- Date Issued: 2008
- Authors: Schutte, Juane
- Date: 2008
- Subjects: Hedge funds -- South Africa -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8724 , http://hdl.handle.net/10948/891 , Hedge funds -- South Africa -- Management
- Description: With the financial crisis of 2008 and more retirement funds and insurance companies entering the hedge fund industry, the safety of investor assets has become vital. According to a worldwide study by Kundro and Feffer (2002:42), operational risk factors account for almost half of hedge fund failures. The issues that underlie the operational risk factors relate to valuation of the fund’s assets and liabilities. Unless certain valuation practices become more widespread, hedge funds face a potential crisis of confidence with institutional and high net worth investors (Kundro and Feffer, 2002:42). Despite the improvements made by administrators to deal with the complexities of hedge fund investments, the accuracy of some valuations remains open to question (McVea 2008:135). Hedge fund manager inputs into valuations compromise the degree of independence exercised, particularly with regard to complex and/or illiquid instruments. The perception that administrators lack the required technical expertise to value complex and/or illiquid assets exacerbates the issue of administrator’s reliability to provide independent valuations. Therefore, the reliance on administrators to guarantee the quality of valuations of complex instruments is in question. The aim of the study was to identify ways to improve operational risk management practices, particularly valuations, in hedge funds through identifying ways of promoting effective functioning of independent third-party administrators. This was achieved through a case study approach using a South African leading administrator, Investment Data Services, as the object of study. The literature highlighted the changing functions of administrators, the challenges facing them and ways of addressing those challenges. The empirical study measured the extent of IDS’ valuation practices in managing operational risk in hedge funds. Four key members of IDS’ management team and one hedge fund manager with considerable insight were interviewed. The data obtained was then reduced into meaningful results. The empirical findings were compared with the theory provided in the literature scrutiny to identify ways of improving the valuation function. The conclusion was that the challenges faced by the administrator were addressed through proper independence, consistency and transparency of the valuation process. A crucial cog in IDS’ wheel is the employment of staff with the required technical skills to understand complex financial instruments. In addition, investment in advanced systems and technology is important in managing the risks involved. Consequently, IDS’ valuation practices can be used as template for other administrators in their efforts to manage the operational risks in hedge funds.
- Full Text:
- Date Issued: 2008
The importance of managerial skills for medical doctors
- Authors: Ngxukumeshe, Tandiswa
- Date: 2008
- Subjects: Physician executives -- South Africa -- Port Elizabeth , Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8709 , http://hdl.handle.net/10948/977 , Physician executives -- South Africa -- Port Elizabeth , Management
- Description: The role played by medical doctors and the employment positions they hold in South Africa and in the world today has shifted from being clinical only to include management. They were once only responsible for patient care, now are responsible for their organization's management. Physician managers have difficult tasks for which medical school provides no preparation. Doctors in an assortment of roles take on management responsibilities to varying degrees: these may be a single-handed private practitioner or lead a small clinical team; or a clinical or medical director or a chief executive; or hold senior management positions in National or Regional Legislature. Some are also managing and supervising colleagues in public or private hospitals and are responsible for managing budgets, allocation of resources; developing policies and making other management decisions. These roles require knowledge and competence of managerial skills in order to facilitate and lead in an effective and efficient manner. This study revealed that medical doctors, as business owners, in Mercantile Hospital are running their businesses, the medical private practices, without any managerial skills’ training. There was a general consensus that there is a need for managerial skills in any business and the respondents confirmed that managerial skills are important and necessary for the successful achievement of goals in a medical private practice.
- Full Text:
- Date Issued: 2008
- Authors: Ngxukumeshe, Tandiswa
- Date: 2008
- Subjects: Physician executives -- South Africa -- Port Elizabeth , Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8709 , http://hdl.handle.net/10948/977 , Physician executives -- South Africa -- Port Elizabeth , Management
- Description: The role played by medical doctors and the employment positions they hold in South Africa and in the world today has shifted from being clinical only to include management. They were once only responsible for patient care, now are responsible for their organization's management. Physician managers have difficult tasks for which medical school provides no preparation. Doctors in an assortment of roles take on management responsibilities to varying degrees: these may be a single-handed private practitioner or lead a small clinical team; or a clinical or medical director or a chief executive; or hold senior management positions in National or Regional Legislature. Some are also managing and supervising colleagues in public or private hospitals and are responsible for managing budgets, allocation of resources; developing policies and making other management decisions. These roles require knowledge and competence of managerial skills in order to facilitate and lead in an effective and efficient manner. This study revealed that medical doctors, as business owners, in Mercantile Hospital are running their businesses, the medical private practices, without any managerial skills’ training. There was a general consensus that there is a need for managerial skills in any business and the respondents confirmed that managerial skills are important and necessary for the successful achievement of goals in a medical private practice.
- Full Text:
- Date Issued: 2008
The effectiveness of blood donor education programmes in secondary schools in Mthatha (Eastern Cape)
- Authors: Manjezi, Miseka Elizabeth
- Date: 2008
- Subjects: Blood -- Transfusion -- Social aspects -- South Africa -- Eastern Cape , Blood donors -- South Africa -- Eastern Cape -- Attitudes
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8701 , http://hdl.handle.net/10948/1010 , Blood -- Transfusion -- Social aspects -- South Africa -- Eastern Cape , Blood donors -- South Africa -- Eastern Cape -- Attitudes
- Description: The dissertation takes the form of an impact study. It is based on a ten month period of research involving a literature review, interviews with headmasters of secondary schools who gave permission to survey their students, educational talks to secondary school learners and a survey of 500 learners from different schools in the Mthatha region. Purpose: The research endeavour addressed the problem of investigating the effectiveness of blood donor education in secondary schools in Mthatha region. Design/methodology/approach: This study employed a questionnaire-based survey. Five schools namely Mthatha High School, Holy Cross High School, Strategic High School; St Johns’ College and Zamukulungisa High School participated in this study. The Statistical Analysis System was employed to assess the association between the awareness strategies and general donor response. A chi–square test of association, based on the p –value approach, was used to achieve the results. Findings: This study finds that a blood donor education programme can increase blood donation awareness; benefit the schools and community, thus increasing the blood donor base. Receiving information as to the criteria for blood donation and how each individual donation is used to save a life is seen as a powerful means of reinforcement. Research limitations/implications: Further research is recommended on a large scale, involving all schools in Mthatha region. The research was delayed because it employed a new approach and a team had to be appointed before the blood donor centre can be opened. It is further recommended a once–off educational programme is not ideal because learners may not have received blood donation education before and should be repeated in follow-up sessions. Originality: This is the first research study looking at the effectiveness of a blood donor education programme in Mthatha secondary schools.
- Full Text:
- Date Issued: 2008
The effectiveness of blood donor education programmes in secondary schools in Mthatha (Eastern Cape)
- Authors: Manjezi, Miseka Elizabeth
- Date: 2008
- Subjects: Blood -- Transfusion -- Social aspects -- South Africa -- Eastern Cape , Blood donors -- South Africa -- Eastern Cape -- Attitudes
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8701 , http://hdl.handle.net/10948/1010 , Blood -- Transfusion -- Social aspects -- South Africa -- Eastern Cape , Blood donors -- South Africa -- Eastern Cape -- Attitudes
- Description: The dissertation takes the form of an impact study. It is based on a ten month period of research involving a literature review, interviews with headmasters of secondary schools who gave permission to survey their students, educational talks to secondary school learners and a survey of 500 learners from different schools in the Mthatha region. Purpose: The research endeavour addressed the problem of investigating the effectiveness of blood donor education in secondary schools in Mthatha region. Design/methodology/approach: This study employed a questionnaire-based survey. Five schools namely Mthatha High School, Holy Cross High School, Strategic High School; St Johns’ College and Zamukulungisa High School participated in this study. The Statistical Analysis System was employed to assess the association between the awareness strategies and general donor response. A chi–square test of association, based on the p –value approach, was used to achieve the results. Findings: This study finds that a blood donor education programme can increase blood donation awareness; benefit the schools and community, thus increasing the blood donor base. Receiving information as to the criteria for blood donation and how each individual donation is used to save a life is seen as a powerful means of reinforcement. Research limitations/implications: Further research is recommended on a large scale, involving all schools in Mthatha region. The research was delayed because it employed a new approach and a team had to be appointed before the blood donor centre can be opened. It is further recommended a once–off educational programme is not ideal because learners may not have received blood donation education before and should be repeated in follow-up sessions. Originality: This is the first research study looking at the effectiveness of a blood donor education programme in Mthatha secondary schools.
- Full Text:
- Date Issued: 2008
The development of a total quality management organisational culture for Eden District Municipality
- Authors: Jantjies, Xavier
- Date: 2008
- Subjects: Total quality management -- South Africa -- Eden district municipality , Total quality management in government -- South Africa -- Eden district municipality , Organizational effectiveness , Industrial management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8708 , http://hdl.handle.net/10948/988 , Total quality management -- South Africa -- Eden district municipality , Total quality management in government -- South Africa -- Eden district municipality , Organizational effectiveness , Industrial management
- Description: Local governments are under tremendous pressure to control their costs and improve their services. Managing quality at local government level implies an enormous upheaval in organisational culture. The changing environment calls for new approaches to meeting the organisation’s mission. Total quality management is one of the tools, which government organisations are embracing to meet the growing demand of a changing environment. This paper will discuss the quest for service excellence and continuous improvement and the role of employees in total quality management and how this can be maximized by managers. It will also focus on cultural transformation principles that are useful in promoting quality processes and output and consequently service excellence in an organisation. The main objective of this research study is to investigate how a total quality management organisational culture can be developed at Eden District Municipality. To realize it, the current organisational culture at Eden District Municipality was analysed to determine what should be done. A literature review was conducted to determine the components of a total quality management organisational culture. All this information was used to formulate an approach for the development of a total quality management organisational culture. The empirical study involved a questionnaire, a sample and statistical analysis adapted to solve the main and sub-problems of the study. The research data indicated that Eden District Municipality does not support a total quality management organisational culture.
- Full Text:
- Date Issued: 2008
- Authors: Jantjies, Xavier
- Date: 2008
- Subjects: Total quality management -- South Africa -- Eden district municipality , Total quality management in government -- South Africa -- Eden district municipality , Organizational effectiveness , Industrial management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8708 , http://hdl.handle.net/10948/988 , Total quality management -- South Africa -- Eden district municipality , Total quality management in government -- South Africa -- Eden district municipality , Organizational effectiveness , Industrial management
- Description: Local governments are under tremendous pressure to control their costs and improve their services. Managing quality at local government level implies an enormous upheaval in organisational culture. The changing environment calls for new approaches to meeting the organisation’s mission. Total quality management is one of the tools, which government organisations are embracing to meet the growing demand of a changing environment. This paper will discuss the quest for service excellence and continuous improvement and the role of employees in total quality management and how this can be maximized by managers. It will also focus on cultural transformation principles that are useful in promoting quality processes and output and consequently service excellence in an organisation. The main objective of this research study is to investigate how a total quality management organisational culture can be developed at Eden District Municipality. To realize it, the current organisational culture at Eden District Municipality was analysed to determine what should be done. A literature review was conducted to determine the components of a total quality management organisational culture. All this information was used to formulate an approach for the development of a total quality management organisational culture. The empirical study involved a questionnaire, a sample and statistical analysis adapted to solve the main and sub-problems of the study. The research data indicated that Eden District Municipality does not support a total quality management organisational culture.
- Full Text:
- Date Issued: 2008
The antecedents of customer satisfaction in a financial institution : a qualitative study
- Authors: Bleske, Adrian
- Date: 2008
- Subjects: Standard Bank Properties , Banks and banking -- South Africa , Banks and banking -- Customer services -- South Africa , Financial services industry -- South Africa , Bank management -- South Africa , Banks and banking -- Customer services -- Effect of marketing on
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:840 , http://hdl.handle.net/10962/d1015482
- Description: The following is a case study report on the Cape Town business unit of Standard Bank Properties. The research project falls within the ambit of services marketing which introduces several unique management challenges for service businesses that sell services as a core offering. The principal aim of the case study is to gain an understanding of why customers bank at the business unit and to discover what aspects are critical to customer satisfaction. A further goal of the research is to examine how the business unit could improve customer satisfaction and to highlight any impediments to further improving customer satisfaction at the business unit. It is generally regarded that quality customer service is essential to building customer relationships and hence the research project emphasis on services marketing and customer satisfaction within a financial services context. The paper commences with an overview of the South African Banking Sector and its unique challenges such as the Financial Service Charter and newly introduced legislation such as Financial Intelligence Centre Act. The case study will specifically investigate the property finance industry and a detailed analysis of the business unit's operations and process flow will also be undertaken. The reason for this background information is to assist the reader to understand how the business unit operates. The research project will investigate four unique differences between goods marketing and services marketing whereafter three theoretical propositions are introduced, namely the dyadic interaction and service encounter, the Service Profit Chain and finally Relationship Marketing. Evidence in the form of a narrative will be led from insights obtained from interviews conducted with customers and staff at the business unit against these propositions with support (or otherwise) from independent surveys and documents from the business unit. The result of this analysis is the identification of several areas of concern specifically: New employees and the service encounter, Problems with FICA, Lack of a customer complaint handling system, Empowerment issues, Turnaround times, Reliance on key staff These insights together with the evidence from the literature review will be analysed and several recommendations made to improve customer service and ultimately customer satisfaction at the business unit. Several recommendations for further research are offered as well as the identification of limitations including but not limited to the specificity of the case study report.
- Full Text:
- Date Issued: 2008
- Authors: Bleske, Adrian
- Date: 2008
- Subjects: Standard Bank Properties , Banks and banking -- South Africa , Banks and banking -- Customer services -- South Africa , Financial services industry -- South Africa , Bank management -- South Africa , Banks and banking -- Customer services -- Effect of marketing on
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:840 , http://hdl.handle.net/10962/d1015482
- Description: The following is a case study report on the Cape Town business unit of Standard Bank Properties. The research project falls within the ambit of services marketing which introduces several unique management challenges for service businesses that sell services as a core offering. The principal aim of the case study is to gain an understanding of why customers bank at the business unit and to discover what aspects are critical to customer satisfaction. A further goal of the research is to examine how the business unit could improve customer satisfaction and to highlight any impediments to further improving customer satisfaction at the business unit. It is generally regarded that quality customer service is essential to building customer relationships and hence the research project emphasis on services marketing and customer satisfaction within a financial services context. The paper commences with an overview of the South African Banking Sector and its unique challenges such as the Financial Service Charter and newly introduced legislation such as Financial Intelligence Centre Act. The case study will specifically investigate the property finance industry and a detailed analysis of the business unit's operations and process flow will also be undertaken. The reason for this background information is to assist the reader to understand how the business unit operates. The research project will investigate four unique differences between goods marketing and services marketing whereafter three theoretical propositions are introduced, namely the dyadic interaction and service encounter, the Service Profit Chain and finally Relationship Marketing. Evidence in the form of a narrative will be led from insights obtained from interviews conducted with customers and staff at the business unit against these propositions with support (or otherwise) from independent surveys and documents from the business unit. The result of this analysis is the identification of several areas of concern specifically: New employees and the service encounter, Problems with FICA, Lack of a customer complaint handling system, Empowerment issues, Turnaround times, Reliance on key staff These insights together with the evidence from the literature review will be analysed and several recommendations made to improve customer service and ultimately customer satisfaction at the business unit. Several recommendations for further research are offered as well as the identification of limitations including but not limited to the specificity of the case study report.
- Full Text:
- Date Issued: 2008
Strategies for retaining talented staff and knowledge managers : a case study
- Authors: Gatyeni, Litha
- Date: 2008
- Subjects: Employee retention -- South Africa , Employee motivation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8710 , http://hdl.handle.net/10948/958 , Employee retention -- South Africa , Employee motivation -- South Africa
- Description: The South African government is currently targeting 6 per cent economic growth for the country (Mail & Guardian, 2006). The construction industry is one of the growing forces contributing to the current economic growth of South Africa. However, in the speech made by the president Thabo Mbeki, he highlighted the labour market as one of the key constraints to achieving higher and sustainable growth. It is believed that there is a skills shortage or a mismatch in the labour market (Mail & Guardian, 2006). The construction industry has seen a steady growth over the past number of years. When South Africa won the bid to host the 2010 world cup, this required more building work to be done, such as construction of stadia, hotels, etc. This has put further strain in the construction industry. As the work load increases, the companies in the industry require more resources, with the human resources being the most affected. This has seen a high rate of talented staff turnover in the industry as companies seek to increase their capacity to allow them cope with the current work load. The consulting engineering industry plays a critical role of the construction industry. The selected company is part of the electrical and mechanical consulting engineering industry which has also been affected by the high talented staff turnover. The main purpose for this research was to identify retention strategies that can be used by the selected company to reduce the turnover of their talented staff. The research also investigated methods to retain the knowledge within the company that was possibly lost due to a high talented staff turnover rate. The first step used to resolve the issues discussed above was to complete a full literature study. The literature study sought to reveal what characteristics were required in the company that ensured staff would be happy in that company and remain there for a long time. The literature study also covered what knowledge iv management methods can be used by the company to retain its valuable knowledge. Secondly, the views of current staff, ex-staff and management of the selected company on staff and knowledge management strategies were asked in an empirical study, which involved completing questionnaires and conducting structured interviews. Based on the findings of the literature study and the empirical study, the last step was to make recommendations on what strategies should be implemented to retain staff and knowledge for the selected company.
- Full Text:
- Date Issued: 2008
- Authors: Gatyeni, Litha
- Date: 2008
- Subjects: Employee retention -- South Africa , Employee motivation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8710 , http://hdl.handle.net/10948/958 , Employee retention -- South Africa , Employee motivation -- South Africa
- Description: The South African government is currently targeting 6 per cent economic growth for the country (Mail & Guardian, 2006). The construction industry is one of the growing forces contributing to the current economic growth of South Africa. However, in the speech made by the president Thabo Mbeki, he highlighted the labour market as one of the key constraints to achieving higher and sustainable growth. It is believed that there is a skills shortage or a mismatch in the labour market (Mail & Guardian, 2006). The construction industry has seen a steady growth over the past number of years. When South Africa won the bid to host the 2010 world cup, this required more building work to be done, such as construction of stadia, hotels, etc. This has put further strain in the construction industry. As the work load increases, the companies in the industry require more resources, with the human resources being the most affected. This has seen a high rate of talented staff turnover in the industry as companies seek to increase their capacity to allow them cope with the current work load. The consulting engineering industry plays a critical role of the construction industry. The selected company is part of the electrical and mechanical consulting engineering industry which has also been affected by the high talented staff turnover. The main purpose for this research was to identify retention strategies that can be used by the selected company to reduce the turnover of their talented staff. The research also investigated methods to retain the knowledge within the company that was possibly lost due to a high talented staff turnover rate. The first step used to resolve the issues discussed above was to complete a full literature study. The literature study sought to reveal what characteristics were required in the company that ensured staff would be happy in that company and remain there for a long time. The literature study also covered what knowledge iv management methods can be used by the company to retain its valuable knowledge. Secondly, the views of current staff, ex-staff and management of the selected company on staff and knowledge management strategies were asked in an empirical study, which involved completing questionnaires and conducting structured interviews. Based on the findings of the literature study and the empirical study, the last step was to make recommendations on what strategies should be implemented to retain staff and knowledge for the selected company.
- Full Text:
- Date Issued: 2008
Retention strategies for skilled SARS customs employees
- Authors: Lennie, Graeme Mark
- Date: 2008
- Subjects: Employee retention , Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8704 , http://hdl.handle.net/10948/999 , Employee retention , Employee motivation
- Description: The South African Revenue Services (SARS) is an amalgamation of the former Departments of Customs and Excise, and the Receiver of Revenue. SARS obtained full autonomy from the Government in October 1997 in order for it to administer its own affairs. SARS has since made great strides in transforming its people and technology, although some growing pains are recently being experienced, i.e. the “retention question”. The problem statement, “What strategies can be implemented for retaining skilled employees within SARS Customs” is derived from a multitude of problematic issues currently being experienced world wide. Problem areas particular to South Africa, include: the mass exodus of white skilled labour; baby-boomers (aged 60 – 65) nearing retirement, affirmative action, employment equity, and a general lack of skills in the employment industry. An employee engagement survey (2007) conducted at SARS, shows figures that further exacerbates the problem. The objectives of the research were therefore, to conduct a literature study of employee retention strategies, investigate the research strategies currently being employed at SARS, the reasons for the low levels of employee engagement and to develop a strategic model for employee retention for use at SARS Customs in the Eastern Cape Region of South Africa The study takes the form of a case study, using quantitative and qualitative methods of research. A questionnaire was distributed to respondents, the results of which were analysed and presented. The findings show that SARS Customs is in a good position with regards to pay and benefits. Areas that require attention though are training, development and career management, effective supervision, and day-to-day activities.
- Full Text:
- Date Issued: 2008
- Authors: Lennie, Graeme Mark
- Date: 2008
- Subjects: Employee retention , Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8704 , http://hdl.handle.net/10948/999 , Employee retention , Employee motivation
- Description: The South African Revenue Services (SARS) is an amalgamation of the former Departments of Customs and Excise, and the Receiver of Revenue. SARS obtained full autonomy from the Government in October 1997 in order for it to administer its own affairs. SARS has since made great strides in transforming its people and technology, although some growing pains are recently being experienced, i.e. the “retention question”. The problem statement, “What strategies can be implemented for retaining skilled employees within SARS Customs” is derived from a multitude of problematic issues currently being experienced world wide. Problem areas particular to South Africa, include: the mass exodus of white skilled labour; baby-boomers (aged 60 – 65) nearing retirement, affirmative action, employment equity, and a general lack of skills in the employment industry. An employee engagement survey (2007) conducted at SARS, shows figures that further exacerbates the problem. The objectives of the research were therefore, to conduct a literature study of employee retention strategies, investigate the research strategies currently being employed at SARS, the reasons for the low levels of employee engagement and to develop a strategic model for employee retention for use at SARS Customs in the Eastern Cape Region of South Africa The study takes the form of a case study, using quantitative and qualitative methods of research. A questionnaire was distributed to respondents, the results of which were analysed and presented. The findings show that SARS Customs is in a good position with regards to pay and benefits. Areas that require attention though are training, development and career management, effective supervision, and day-to-day activities.
- Full Text:
- Date Issued: 2008
Investigating the potential for the application of lean manufacturing in the can coating plant at Duco Coatings
- Authors: Erasmus, Deidre Felicia
- Date: 2008
- Subjects: Manufacturing processes -- South Africa , Waste minimization -- South Africa , Production management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8579 , http://hdl.handle.net/10948/949 , Manufacturing processes -- South Africa , Waste minimization -- South Africa , Production management -- South Africa
- Description: Companies are constantly expected to be more competitive while working in an environment in which time and cost are limited, thereby preventing such companies from taking the time required to be responsive. It is, therefore, important that companies understand that conventional knowledge and methods will not serve unless there is a concerted focus on improvement of organisational performance toward fulfilling increased expectations, not just maintaining that which is comfortable. A more sustainable approach may be the introduction of lean manufacturing techniques. The lean manufacturing process is one that continuously strives to eliminate waste, thereby increasing the percentage of time that may be devoted to value-adding activities. Lean manufacturing principles were applied in the Can Coating Plant of Duco Speciality Coatings. This study was intended to identify waste in the current production process in the Can Coating Plant and then to use lean tools and principles to eliminate such waste. Implementation of these lean tools proved to result in a leaner and more value-adding process. The new process rendered a positive result on Duco Coating’s costs, quality and product performance. Recommendations on further improvements were also offered.
- Full Text:
- Date Issued: 2008
- Authors: Erasmus, Deidre Felicia
- Date: 2008
- Subjects: Manufacturing processes -- South Africa , Waste minimization -- South Africa , Production management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8579 , http://hdl.handle.net/10948/949 , Manufacturing processes -- South Africa , Waste minimization -- South Africa , Production management -- South Africa
- Description: Companies are constantly expected to be more competitive while working in an environment in which time and cost are limited, thereby preventing such companies from taking the time required to be responsive. It is, therefore, important that companies understand that conventional knowledge and methods will not serve unless there is a concerted focus on improvement of organisational performance toward fulfilling increased expectations, not just maintaining that which is comfortable. A more sustainable approach may be the introduction of lean manufacturing techniques. The lean manufacturing process is one that continuously strives to eliminate waste, thereby increasing the percentage of time that may be devoted to value-adding activities. Lean manufacturing principles were applied in the Can Coating Plant of Duco Speciality Coatings. This study was intended to identify waste in the current production process in the Can Coating Plant and then to use lean tools and principles to eliminate such waste. Implementation of these lean tools proved to result in a leaner and more value-adding process. The new process rendered a positive result on Duco Coating’s costs, quality and product performance. Recommendations on further improvements were also offered.
- Full Text:
- Date Issued: 2008
Investigating teamwork competencies in the value chain of a selected wool brokerage logistics department
- Authors: Craig, Kenneth Bruce
- Date: 2008
- Subjects: Teams in the workplace -- South Africa , Teams in the workplace -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8712 , http://hdl.handle.net/10948/936 , Teams in the workplace -- South Africa , Teams in the workplace -- Management
- Description: department of BKB Ltd. The research aimed at addressing the team balance, the environment and culture in which the team operates and teamwork competencies of the value chain. Thus, creating a high performance value chain team will add to the success of the team, and hence the company as a whole. Research to establish the degree of teamwork within the value chain was undertaken. A survey which included a structured self-administered questionnaire was used to elicit information from all eight value chain team members (four section heads and their four supervisors), who represented the entire cross-section of the value chain team. The research revealed the following important points pertaining to the value chain team: • The team’s balance needs to be addressed; and • The culture and environment in which the team operates needs to be reviewed. Points of interest pertaining to teamwork competencies include the following: • The degree of teamwork is average; • The level of individual competencies is high; • The extent that team members are team players is average; • That team communication is below average; • A high perception of hidden agendas exists; • Dysfunctional team conflict exists; • A high level of empowerment and autonomy exists; • Team leadership - team linker is absent; • Co-operation and collaboration is below average; • Team attitude is high; • Team motivation is high; • Team strategies exist, but need more attention; • Team set goals are set; • Free-wheelers exist in the team; • Job satisfaction is above average; • Team recognition is high; and • Team synergy is average. Teamwork needs to be analyzed holistically, to ensure that the complex dynamics of teamwork is acknowledged and understood. A greater knowledge and understanding of the characteristics and measurement criteria of teamwork will equip team enthusiasts in building high performance teams, to the benefit of all role players. High performance team based organisations will add to the current and future success of the business. As the term “synergy” implies, the result is greater than the sum of the individual effects and capabilities. This emphasises why team-based organisations are fast becoming the modern trend of doing business.
- Full Text:
- Date Issued: 2008
- Authors: Craig, Kenneth Bruce
- Date: 2008
- Subjects: Teams in the workplace -- South Africa , Teams in the workplace -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8712 , http://hdl.handle.net/10948/936 , Teams in the workplace -- South Africa , Teams in the workplace -- Management
- Description: department of BKB Ltd. The research aimed at addressing the team balance, the environment and culture in which the team operates and teamwork competencies of the value chain. Thus, creating a high performance value chain team will add to the success of the team, and hence the company as a whole. Research to establish the degree of teamwork within the value chain was undertaken. A survey which included a structured self-administered questionnaire was used to elicit information from all eight value chain team members (four section heads and their four supervisors), who represented the entire cross-section of the value chain team. The research revealed the following important points pertaining to the value chain team: • The team’s balance needs to be addressed; and • The culture and environment in which the team operates needs to be reviewed. Points of interest pertaining to teamwork competencies include the following: • The degree of teamwork is average; • The level of individual competencies is high; • The extent that team members are team players is average; • That team communication is below average; • A high perception of hidden agendas exists; • Dysfunctional team conflict exists; • A high level of empowerment and autonomy exists; • Team leadership - team linker is absent; • Co-operation and collaboration is below average; • Team attitude is high; • Team motivation is high; • Team strategies exist, but need more attention; • Team set goals are set; • Free-wheelers exist in the team; • Job satisfaction is above average; • Team recognition is high; and • Team synergy is average. Teamwork needs to be analyzed holistically, to ensure that the complex dynamics of teamwork is acknowledged and understood. A greater knowledge and understanding of the characteristics and measurement criteria of teamwork will equip team enthusiasts in building high performance teams, to the benefit of all role players. High performance team based organisations will add to the current and future success of the business. As the term “synergy” implies, the result is greater than the sum of the individual effects and capabilities. This emphasises why team-based organisations are fast becoming the modern trend of doing business.
- Full Text:
- Date Issued: 2008
Investigating aspects of corporate citizenship on private game farms: the case of Mtshelezi Game Reserve in Makana Municipality, Eastern Cape Province
- Authors: Nyama, Cynthia
- Date: 2008
- Subjects: Tourism -- South Africa -- Eastern Cape , Game farms -- South Africa -- Eastern Cape , Agricultural laborers -- South Africa -- Eastern Cape -- Social conditions , Agricultural laborers -- South Africa -- Eastern Cape -- Economic conditions , Social responsibility of business -- South Africa -- Eastern Cape , Ecotourism -- South Africa -- Eastern Cape -- Citizen participation , Rural development -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:751 , http://hdl.handle.net/10962/d1003872 , Tourism -- South Africa -- Eastern Cape , Game farms -- South Africa -- Eastern Cape , Agricultural laborers -- South Africa -- Eastern Cape -- Social conditions , Agricultural laborers -- South Africa -- Eastern Cape -- Economic conditions , Social responsibility of business -- South Africa -- Eastern Cape , Ecotourism -- South Africa -- Eastern Cape -- Citizen participation , Rural development -- South Africa -- Eastern Cape
- Description: Research show that post 1996 period has experienced an unprecedented increase in game based operations. The corporate citizenship or corporate social responsibility of the game reserves is of much interest to this study with a focus on the rights of previous and current occupants of farms, workers’ well-being, job creation, quality of life and poverty alleviation within the game/tourism industry. The research was conducted as a qualitative case study and the tools employed for data gathering include: a review of the relevant literature, interviews (face-to-face), the administering of a questionnaire survey and document analysis from diversity of resources which include the Department of Labour, East Cape Agricultural Research Project, and through use of multiple data sources. The approach taken in this dissertation is to examine to what extent the private game reserves in the Makana Municipality can be labelled as “corporate citizens” and this was done by means of a case study of one private game reserve. The areas that are deemed to be most important in this regard are (i) employment history (ii) educational opportunities (iii) wages (iv) housing (v) land tenure. The study established that younger, better educated people are likely to secure better paying employment on PGR. The nature and conditions of sale of the farm to the PGR can impact on the employment secured by workers in the new dispensation. Workers are tied to these jobs because of the very long hours that prevent them from doing anything else to earn money. Some of the workers had opportunities to learn new skills but the question remains; which people are these and how long will growing differentials in earnings reproduce the poorly educated worker in the next generation. The study also high lightened the need for academics and researchers to come with a common set of corporate citizenship measures such as to measure corporate social impacts.
- Full Text:
- Date Issued: 2008
- Authors: Nyama, Cynthia
- Date: 2008
- Subjects: Tourism -- South Africa -- Eastern Cape , Game farms -- South Africa -- Eastern Cape , Agricultural laborers -- South Africa -- Eastern Cape -- Social conditions , Agricultural laborers -- South Africa -- Eastern Cape -- Economic conditions , Social responsibility of business -- South Africa -- Eastern Cape , Ecotourism -- South Africa -- Eastern Cape -- Citizen participation , Rural development -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:751 , http://hdl.handle.net/10962/d1003872 , Tourism -- South Africa -- Eastern Cape , Game farms -- South Africa -- Eastern Cape , Agricultural laborers -- South Africa -- Eastern Cape -- Social conditions , Agricultural laborers -- South Africa -- Eastern Cape -- Economic conditions , Social responsibility of business -- South Africa -- Eastern Cape , Ecotourism -- South Africa -- Eastern Cape -- Citizen participation , Rural development -- South Africa -- Eastern Cape
- Description: Research show that post 1996 period has experienced an unprecedented increase in game based operations. The corporate citizenship or corporate social responsibility of the game reserves is of much interest to this study with a focus on the rights of previous and current occupants of farms, workers’ well-being, job creation, quality of life and poverty alleviation within the game/tourism industry. The research was conducted as a qualitative case study and the tools employed for data gathering include: a review of the relevant literature, interviews (face-to-face), the administering of a questionnaire survey and document analysis from diversity of resources which include the Department of Labour, East Cape Agricultural Research Project, and through use of multiple data sources. The approach taken in this dissertation is to examine to what extent the private game reserves in the Makana Municipality can be labelled as “corporate citizens” and this was done by means of a case study of one private game reserve. The areas that are deemed to be most important in this regard are (i) employment history (ii) educational opportunities (iii) wages (iv) housing (v) land tenure. The study established that younger, better educated people are likely to secure better paying employment on PGR. The nature and conditions of sale of the farm to the PGR can impact on the employment secured by workers in the new dispensation. Workers are tied to these jobs because of the very long hours that prevent them from doing anything else to earn money. Some of the workers had opportunities to learn new skills but the question remains; which people are these and how long will growing differentials in earnings reproduce the poorly educated worker in the next generation. The study also high lightened the need for academics and researchers to come with a common set of corporate citizenship measures such as to measure corporate social impacts.
- Full Text:
- Date Issued: 2008
Have the continuous improvement (CI) efforts at Absa Bank's Horizon Medium Business Banking Unit, in the Gauteng West Region successfully addressed the key concepts of continuous improvement as set out by Trollip, 2008?
- Authors: Ndlovu, Sinqobile Khobotho
- Date: 2008
- Subjects: Banks and banking -- Customer services -- South Africa , Organizational effectiveness
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8721 , http://hdl.handle.net/10948/904 , Banks and banking -- Customer services -- South Africa , Organizational effectiveness
- Description: Success in today’s highly competitive financial sector requires an organization to have a sustainable competitive advantage that would distinguish it from the rest. Products offered by financial organizations are naturally the same and the quality of service plays a critical role in terms of creating the much needed competitive advantage. This calls for the implementation of quality initiatives like Continuous improvement (CI). This paper investigates the extent to which CI efforts at the Horizon business unit of Absa corporate and business banking have successfully addressed the key concepts of CI set out by Trollip (2008). A literature survey was undertaken into the elements and benefits of CI. Questionnaires were sent to all employees of the business unit for their views on CI and the impact, they believe it has on the unit’s endeavors to deliver faster, defect free, innovative products/services, whilst achieving tougher goals. In conclusion the research paper led to recommendations to improve the CI efforts at the Horizon business unit. The research also confirmed the importance of the commitment of all employees is essential for the success of CI efforts in improving the quality of service offered by an organization.
- Full Text:
- Date Issued: 2008
- Authors: Ndlovu, Sinqobile Khobotho
- Date: 2008
- Subjects: Banks and banking -- Customer services -- South Africa , Organizational effectiveness
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8721 , http://hdl.handle.net/10948/904 , Banks and banking -- Customer services -- South Africa , Organizational effectiveness
- Description: Success in today’s highly competitive financial sector requires an organization to have a sustainable competitive advantage that would distinguish it from the rest. Products offered by financial organizations are naturally the same and the quality of service plays a critical role in terms of creating the much needed competitive advantage. This calls for the implementation of quality initiatives like Continuous improvement (CI). This paper investigates the extent to which CI efforts at the Horizon business unit of Absa corporate and business banking have successfully addressed the key concepts of CI set out by Trollip (2008). A literature survey was undertaken into the elements and benefits of CI. Questionnaires were sent to all employees of the business unit for their views on CI and the impact, they believe it has on the unit’s endeavors to deliver faster, defect free, innovative products/services, whilst achieving tougher goals. In conclusion the research paper led to recommendations to improve the CI efforts at the Horizon business unit. The research also confirmed the importance of the commitment of all employees is essential for the success of CI efforts in improving the quality of service offered by an organization.
- Full Text:
- Date Issued: 2008
Franchising a full service restaurant concept : a case study
- Authors: Thomson, Guy
- Date: 2008
- Subjects: Franchises (Retail trade) -- South Africa -- Eastern Cape , Franchises (Retail trade) -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8728 , http://hdl.handle.net/10948/874 , Franchises (Retail trade) -- South Africa -- Eastern Cape , Franchises (Retail trade) -- Management
- Description: This treatise investigates the restaurant industry, entrepreneurship, franchising and restaurant franchising in order to develop a model that will enable a full service restaurant concept to be converted into a successful franchise system. Restaurants play a significant role in our lifestyle, and dining out is a favoured social activity. The industry plays an important role in the transfer of skills as many people start working in the restaurant industry before moving onto more formal careers. The restaurant industry offers many opportunities for entrepreneurial activity as a result of the relatively low barriers to entry. Entrepreneurship is the pursuit of opportunity regardless of the resources at hand and it requires a willingness to take calculated risks in order to build something of value from virtually nothing. The success of emerging economies such as China and India has proven that the only growth sectors in these economies are small and medium enterprises, which are driven by entrepreneurs. Franchising is considered to be a viable growth strategy for small business as it provides a means of raising capital and a method of expanding the business in a relatively low risk manner. There are many well established restaurant franchise brands that originated in South Africa, starting out as successful single outlets and then by means of the business format franchise model, developed into multi unit franchise systems. There are certain basic generic steps that must be followed when developing a franchise system. This was verified by the empirical study of this treatise which was conducted as a single unit case study on the Dulce Franchise Group. Finally, as a result of the analysis of the literature study and the findings of the case study, a restaurant franchise conversion model was developed.
- Full Text:
- Date Issued: 2008
- Authors: Thomson, Guy
- Date: 2008
- Subjects: Franchises (Retail trade) -- South Africa -- Eastern Cape , Franchises (Retail trade) -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8728 , http://hdl.handle.net/10948/874 , Franchises (Retail trade) -- South Africa -- Eastern Cape , Franchises (Retail trade) -- Management
- Description: This treatise investigates the restaurant industry, entrepreneurship, franchising and restaurant franchising in order to develop a model that will enable a full service restaurant concept to be converted into a successful franchise system. Restaurants play a significant role in our lifestyle, and dining out is a favoured social activity. The industry plays an important role in the transfer of skills as many people start working in the restaurant industry before moving onto more formal careers. The restaurant industry offers many opportunities for entrepreneurial activity as a result of the relatively low barriers to entry. Entrepreneurship is the pursuit of opportunity regardless of the resources at hand and it requires a willingness to take calculated risks in order to build something of value from virtually nothing. The success of emerging economies such as China and India has proven that the only growth sectors in these economies are small and medium enterprises, which are driven by entrepreneurs. Franchising is considered to be a viable growth strategy for small business as it provides a means of raising capital and a method of expanding the business in a relatively low risk manner. There are many well established restaurant franchise brands that originated in South Africa, starting out as successful single outlets and then by means of the business format franchise model, developed into multi unit franchise systems. There are certain basic generic steps that must be followed when developing a franchise system. This was verified by the empirical study of this treatise which was conducted as a single unit case study on the Dulce Franchise Group. Finally, as a result of the analysis of the literature study and the findings of the case study, a restaurant franchise conversion model was developed.
- Full Text:
- Date Issued: 2008
Exploring attitudes towards banner advertising on the world wide web
- Authors: Krige, Philip
- Date: 2008
- Subjects: Internet advertising -- Banner , Internet users -- Banner , Internet marketing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8705 , http://hdl.handle.net/10948/997 , Internet advertising -- Banner , Internet users -- Banner , Internet marketing
- Description: The purpose of the study was to assess the effectiveness of banner advertising on the World Wide Web, as well as to explore and analyse the attitudes and behaviours of internet users towards banner advertising. The research objective was to determine, why people do not click on banners and to find ways in which advertisers can make banner advertisements appeal to consumers more effectively. Outcomes of the research suggested which features advertisers should avoid when developing clickable banners. An extensive literature review was carried out in order to highlight important aspects of historic research. The analysis conducted on this topic indicated that a gap exists in the area of public attitudes towards clickable banner advertising and the reasons why people avoid clicking on banners. To address the above questions, peoples’ attitudes towards banner and other Internet advertising were investigated through focus group interviews and surveys. The findings suggest that the main reason for the ignorance surrounding clickable banners was the low involvement between the product or service being advertised and the viewer’s interests. Other reasons included the high annoyance level of banner advertising and the threat of viruses that some banners may pose. Conclusions of the research recommend narrow targeting and personalisation of banner advertisements, constant rotations and replacements of banners to avoid burnouts as well as trustful and original appeal and content. Other important findings included: • The majority of people are indifferent towards banners, • People with less than three years of Internet experience tend to click more than people with more than three years of Internet experience, • Females showed more “clickable behaviour” than males, • People are more likely to click on banners which present interesting information, are bright and animated or promote catchy phrases for the surfer, • People prefer to see banners located on the top of the page or on the right side of the page, • Pop-ups are the most noticeable and are possibly the route cause of what triggers people to become annoyed or dislike banner ads, Findings of this research have high social value. If advertisers would take into account the results of the current study, they would be able to create more effective banners, which could effectively be redirected to the appropriate target market. This will enable them to cut their costs. Furthermore, online users would enjoy a more polite and friendly online environment, where their interests will be taken into account, which would diminish the current gap between customers and advertisers.
- Full Text:
- Date Issued: 2008
- Authors: Krige, Philip
- Date: 2008
- Subjects: Internet advertising -- Banner , Internet users -- Banner , Internet marketing
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8705 , http://hdl.handle.net/10948/997 , Internet advertising -- Banner , Internet users -- Banner , Internet marketing
- Description: The purpose of the study was to assess the effectiveness of banner advertising on the World Wide Web, as well as to explore and analyse the attitudes and behaviours of internet users towards banner advertising. The research objective was to determine, why people do not click on banners and to find ways in which advertisers can make banner advertisements appeal to consumers more effectively. Outcomes of the research suggested which features advertisers should avoid when developing clickable banners. An extensive literature review was carried out in order to highlight important aspects of historic research. The analysis conducted on this topic indicated that a gap exists in the area of public attitudes towards clickable banner advertising and the reasons why people avoid clicking on banners. To address the above questions, peoples’ attitudes towards banner and other Internet advertising were investigated through focus group interviews and surveys. The findings suggest that the main reason for the ignorance surrounding clickable banners was the low involvement between the product or service being advertised and the viewer’s interests. Other reasons included the high annoyance level of banner advertising and the threat of viruses that some banners may pose. Conclusions of the research recommend narrow targeting and personalisation of banner advertisements, constant rotations and replacements of banners to avoid burnouts as well as trustful and original appeal and content. Other important findings included: • The majority of people are indifferent towards banners, • People with less than three years of Internet experience tend to click more than people with more than three years of Internet experience, • Females showed more “clickable behaviour” than males, • People are more likely to click on banners which present interesting information, are bright and animated or promote catchy phrases for the surfer, • People prefer to see banners located on the top of the page or on the right side of the page, • Pop-ups are the most noticeable and are possibly the route cause of what triggers people to become annoyed or dislike banner ads, Findings of this research have high social value. If advertisers would take into account the results of the current study, they would be able to create more effective banners, which could effectively be redirected to the appropriate target market. This will enable them to cut their costs. Furthermore, online users would enjoy a more polite and friendly online environment, where their interests will be taken into account, which would diminish the current gap between customers and advertisers.
- Full Text:
- Date Issued: 2008
Evaluating service quality at George Municipality : a complaints management systems approach
- Authors: Alcock, Sandra
- Date: 2008
- Subjects: Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8717 , http://hdl.handle.net/10948/917 , Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Description: The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its role in service quality, however, the focus has been on organisations in the private sector. The research undertaken in this paper aimed to investigate the role of complaints management systems (CMS) to evaluate service quality. The focus of this research was on local government with special attention on George Municipality. A literature review was done to establish the importance of service quality for local government as well as to investigate the link between an effective complaints management system and improvement in service quality. Furthermore, it was necessary to investigate the characteristics, design and implementation of an effective complaints management system. A questionnaire was developed in order to obtain primary data from a selected sample group. The data obtained from the questionnaire was statistically analysed and interpreted. The core findings from the analysed questionnaire indicated the following: service quality is relevant in local government; there is no clear method to measure service quality; no formal and structured complaints management system exist, and the implementation of an effective complaints management system will both improve service delivery and provide benefits to all involved. iv This study recommends that: service quality standards and measurement be of strategic importance to local government; customers should be consulted and involved when determining the service quality standards and measurement, and an organised and structured complaints management system that seeks to address all complaints in order to improve the level of service quality to customers be developed. Finally, the success of the CMS will depend on management’s commitment to change on a continuous basis as well as the degree to which management proactively resolves customer complaint through the involvement of the customer.
- Full Text:
- Date Issued: 2008
- Authors: Alcock, Sandra
- Date: 2008
- Subjects: Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8717 , http://hdl.handle.net/10948/917 , Consumer complaints -- South Africa -- George , Consumer satisfaction -- South Africa -- George , Customer services -- Management , Local government -- South Africa -- George
- Description: The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its role in service quality, however, the focus has been on organisations in the private sector. The research undertaken in this paper aimed to investigate the role of complaints management systems (CMS) to evaluate service quality. The focus of this research was on local government with special attention on George Municipality. A literature review was done to establish the importance of service quality for local government as well as to investigate the link between an effective complaints management system and improvement in service quality. Furthermore, it was necessary to investigate the characteristics, design and implementation of an effective complaints management system. A questionnaire was developed in order to obtain primary data from a selected sample group. The data obtained from the questionnaire was statistically analysed and interpreted. The core findings from the analysed questionnaire indicated the following: service quality is relevant in local government; there is no clear method to measure service quality; no formal and structured complaints management system exist, and the implementation of an effective complaints management system will both improve service delivery and provide benefits to all involved. iv This study recommends that: service quality standards and measurement be of strategic importance to local government; customers should be consulted and involved when determining the service quality standards and measurement, and an organised and structured complaints management system that seeks to address all complaints in order to improve the level of service quality to customers be developed. Finally, the success of the CMS will depend on management’s commitment to change on a continuous basis as well as the degree to which management proactively resolves customer complaint through the involvement of the customer.
- Full Text:
- Date Issued: 2008
Development of an integration model for the transport operators in the Nelson Mandela Bay area
- Authors: Pienaar, Jacques Ludolph
- Date: 2008
- Subjects: Urban transportation -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8722 , http://hdl.handle.net/10948/900 , Urban transportation -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Planning
- Description: This research paper focuses on developing a model for the integration of the transport operators in the Nelson Mandela Bay area. The motivation for this integration is the Nelson Mandela Bay Municipality’s Public Transport Plan, which has set the goal of developing a new public transport system for the Metropolitan area. This system will integrate the different modes of transport into a single, seamless and scheduled service which will adhere to contractually enforced levels of quality, reliability and safety. In order to achieve this vision, the current bus and taxi operators will need to be unified into a viable and operational entity structure which will provide the required services to the public. The main research problem has therefore been identified as follows: How can the bus and taxi operators in Nelson Mandela Bay be integrated into a single entity, or small number of entities, in order to provide a viable, efficient and sustainable public transport service? This research paper sought to address this problem by conducting a case study of the Nelson Mandela Bay project, which took place over the course of a one year period. The author served as the project manager on the team that was responsible for developing the integration model. Additional research included a study visit to the cities of Bogota and Pereira in Colombia, which have implemented similar transport models, as well as a secondary study focusing on generic organisational integration strategies in existing literature. This paper is fundamentally a qualitative study. In this light, the research data was analysed according to the quasi-judicial method, which was deemed most suitable to the case study format adopted. The findings of the analysis were evaluated, and based on the resultant conclusions, a final integration model was recommended. The fact that this study is based on an actual project that has real world implications and consequences makes the result very relevant, and as such it will serve as a valuable addition to the body of knowledge which can be of assistance to other cities or project teams facing similar challenges in South Africa or even internationally.
- Full Text:
- Date Issued: 2008
- Authors: Pienaar, Jacques Ludolph
- Date: 2008
- Subjects: Urban transportation -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8722 , http://hdl.handle.net/10948/900 , Urban transportation -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Planning
- Description: This research paper focuses on developing a model for the integration of the transport operators in the Nelson Mandela Bay area. The motivation for this integration is the Nelson Mandela Bay Municipality’s Public Transport Plan, which has set the goal of developing a new public transport system for the Metropolitan area. This system will integrate the different modes of transport into a single, seamless and scheduled service which will adhere to contractually enforced levels of quality, reliability and safety. In order to achieve this vision, the current bus and taxi operators will need to be unified into a viable and operational entity structure which will provide the required services to the public. The main research problem has therefore been identified as follows: How can the bus and taxi operators in Nelson Mandela Bay be integrated into a single entity, or small number of entities, in order to provide a viable, efficient and sustainable public transport service? This research paper sought to address this problem by conducting a case study of the Nelson Mandela Bay project, which took place over the course of a one year period. The author served as the project manager on the team that was responsible for developing the integration model. Additional research included a study visit to the cities of Bogota and Pereira in Colombia, which have implemented similar transport models, as well as a secondary study focusing on generic organisational integration strategies in existing literature. This paper is fundamentally a qualitative study. In this light, the research data was analysed according to the quasi-judicial method, which was deemed most suitable to the case study format adopted. The findings of the analysis were evaluated, and based on the resultant conclusions, a final integration model was recommended. The fact that this study is based on an actual project that has real world implications and consequences makes the result very relevant, and as such it will serve as a valuable addition to the body of knowledge which can be of assistance to other cities or project teams facing similar challenges in South Africa or even internationally.
- Full Text:
- Date Issued: 2008
Developing a long-term strategy for a selected small transport entrepreneur
- Authors: Burgins, David Christopher
- Date: 2008
- Subjects: Transportation -- South Africa -- Port Elizabeth -- Planning , Transportation and state -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Finance
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8714 , http://hdl.handle.net/10948/929 , Transportation -- South Africa -- Port Elizabeth -- Planning , Transportation and state -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Finance
- Description: South Africa, recognised as a developing economy, is encouraging its citizens to be entrepreneurs through various initiatives and assistance, with a bias towards the previously disadvantage people. This encouragement, from the government, has been taken advantage of by numerous citizens to the detriment of themselves, especially in the transport industry. Kazderich Pro Trans, a small transport entrepreneur, has founded itself based on the notion that businesses will utilize its services frequently based on the preferential treatment, to previously disadvantaged communities. The stakeholders in the transport industry, however is firstly geared towards maintaining their market share in a fiercely competitive industry with arguably an introspective view of the preferential treatment governmental policies. The purpose of this is to research the transport industry and accurately identify the environment the transport businesses operate in, with a view of analysing competencies that attract and retain business. This paper negates the government policy to a minor external environmental factor and argues that the company (Kazderich Pro Trans) should operate on the same principals as its competitors in the transport industry. The important issue being discussed in this research, the long term strategy, is to make small transport entrepreneurs realise that researching and planning their business are more important than starting it. The attraction and retention of clients is the basis of a successful transport business and the analyses of the questionnaire employed are used as guidance in developing the long term strategy.
- Full Text:
- Date Issued: 2008
- Authors: Burgins, David Christopher
- Date: 2008
- Subjects: Transportation -- South Africa -- Port Elizabeth -- Planning , Transportation and state -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Finance
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8714 , http://hdl.handle.net/10948/929 , Transportation -- South Africa -- Port Elizabeth -- Planning , Transportation and state -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Finance
- Description: South Africa, recognised as a developing economy, is encouraging its citizens to be entrepreneurs through various initiatives and assistance, with a bias towards the previously disadvantage people. This encouragement, from the government, has been taken advantage of by numerous citizens to the detriment of themselves, especially in the transport industry. Kazderich Pro Trans, a small transport entrepreneur, has founded itself based on the notion that businesses will utilize its services frequently based on the preferential treatment, to previously disadvantaged communities. The stakeholders in the transport industry, however is firstly geared towards maintaining their market share in a fiercely competitive industry with arguably an introspective view of the preferential treatment governmental policies. The purpose of this is to research the transport industry and accurately identify the environment the transport businesses operate in, with a view of analysing competencies that attract and retain business. This paper negates the government policy to a minor external environmental factor and argues that the company (Kazderich Pro Trans) should operate on the same principals as its competitors in the transport industry. The important issue being discussed in this research, the long term strategy, is to make small transport entrepreneurs realise that researching and planning their business are more important than starting it. The attraction and retention of clients is the basis of a successful transport business and the analyses of the questionnaire employed are used as guidance in developing the long term strategy.
- Full Text:
- Date Issued: 2008
Developing a business model for a community radio station in Port Elizabeth: a case study
- Ngcezula, Anthony Thamsanqa "Delite"
- Authors: Ngcezula, Anthony Thamsanqa "Delite"
- Date: 2008
- Subjects: Radio in community development , Radio broadcasting -- South Africa , Community radio
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8720 , http://hdl.handle.net/10948/906 , Radio in community development , Radio broadcasting -- South Africa , Community radio
- Description: The purpose of this treatise is a development of a suitable model for a community radio station which would lead to operational effectiveness and ensure sustainability. The treatise has three phases namely a theoretical phase, a narration phase and an integration phase. Firstly, in the theoretical phase the research study investigates what the literature review reveals about community radio stations and business models. This treatise argues that a total dependency of community radio stations on donor funding leads to operational ineffectiveness which threatens their sustainability. The treatise also argues that a business model could be adapted for a community radio station by identifying the business issues which the literature review revealed, and use these to deconstruct a theoretical business model. Secondly, in the narrative phase the research study investigates the important business issues for a selected community radio station. The treatise argues the board and management of this selected community radio station revealed additional business issues of operations and gave different ratings to business issues which are important in their operations. Thirdly, in the integration phase, the theoretical model deconstructed in the theoretical phase, was revised by including additional business issues of operations revealed in the narrative phase. The research study concludes that this revised model is a suitable business model for a community radio station and can lead to operational effectiveness and ensure sustainability.
- Full Text:
- Date Issued: 2008
- Authors: Ngcezula, Anthony Thamsanqa "Delite"
- Date: 2008
- Subjects: Radio in community development , Radio broadcasting -- South Africa , Community radio
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8720 , http://hdl.handle.net/10948/906 , Radio in community development , Radio broadcasting -- South Africa , Community radio
- Description: The purpose of this treatise is a development of a suitable model for a community radio station which would lead to operational effectiveness and ensure sustainability. The treatise has three phases namely a theoretical phase, a narration phase and an integration phase. Firstly, in the theoretical phase the research study investigates what the literature review reveals about community radio stations and business models. This treatise argues that a total dependency of community radio stations on donor funding leads to operational ineffectiveness which threatens their sustainability. The treatise also argues that a business model could be adapted for a community radio station by identifying the business issues which the literature review revealed, and use these to deconstruct a theoretical business model. Secondly, in the narrative phase the research study investigates the important business issues for a selected community radio station. The treatise argues the board and management of this selected community radio station revealed additional business issues of operations and gave different ratings to business issues which are important in their operations. Thirdly, in the integration phase, the theoretical model deconstructed in the theoretical phase, was revised by including additional business issues of operations revealed in the narrative phase. The research study concludes that this revised model is a suitable business model for a community radio station and can lead to operational effectiveness and ensure sustainability.
- Full Text:
- Date Issued: 2008