Assessing the technologies transforming the logistics Industry in Nelson Mandela Bay
- Authors: Ruiters, Byron
- Date: 2022-04
- Subjects: Business logistics -- South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/58168 , vital:58616
- Description: Supply chain disruptions such as those emanating from the current Covid 19 pandemic have made the logistics industry to undergo fast and unprecedented change. In such unpredictable times, innovation and technology adoption has emerged as one of the major trends and key solutions to lead the way for the future of logistics. This is also because a successful and efficient logistics strategy requires the use of technology, as well as the strategic value derived from a firm's capacity. This in turn enables firms to recognise possibilities and challenges resulting from technological advancement in order to attain long-term competitiveness. The industry is implementing these technologies with caution in order to provide faster, cheaper, more dependable and long-term supply. This study sought to investigate whether Nelson Mandela Bay (NMB) is keeping up with the current logistics technology trends and systems that are transforming logistics firms in South Africa, the African continent and the rest of the world. To achieve this primary objective, the study also sought to achieve the following sub-objectives, namely: to identify the logistics technologies transforming logistics firms in NMB; to assess the role of logistics technologies affecting logistics firms in NMB. The study also sought to ascertain the challenges of using logistics technologies transforming the logistics firms in NMB; and examine the effect of logistics technology adoption and use on business performance of logistics firms in NMB. The study used an online closed-ended questionnaire distributed via google forms to collect primary data from a sample of 132 respondents across all the logistics firms (which consisted of warehousing, transport and packaging firms) in NMB. The study targeted those respondents involved in the management of the targeted logistics firms. The empirical results show that technology use in logistics firms has advanced a lot to vehicle tracking, packaging, inventory control, and communication systems, as well as robotics among logistics firms in NMB. The results also identified logistics technologies such as the Internet of Things, Robotic Process automation, Digital Supply Chain Twins, Vendor managed system and RFID as some of the major technologies currently transforming the logistics firms in NMB. The study found that many challenges exist with logistics technology adoption, and cited lack of investment towards logistics technology; the fear of iii losing jobs as people get replaced by technology such as machines and robots; high logistics costs as some of the major challenges. More so, the study results reveal that logistics technology adoption and use play a positive and significant role in logistics firms. The study further reports a significant and positive effect of logistics technology adoption and use on business performance of logistics firms. This study concludes that though still at infancy stage, logistics firms in NMB are keeping upbreast with the current logistics technological trends. The study suggests that firms need to speed up the adoption of the needed logistics technologies available to their respective business in order to remain efficient and effective. , Thesis (MA) --Faculty of Business and Economic science, 2022
- Full Text:
- Date Issued: 2022-04
- Authors: Ruiters, Byron
- Date: 2022-04
- Subjects: Business logistics -- South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/58168 , vital:58616
- Description: Supply chain disruptions such as those emanating from the current Covid 19 pandemic have made the logistics industry to undergo fast and unprecedented change. In such unpredictable times, innovation and technology adoption has emerged as one of the major trends and key solutions to lead the way for the future of logistics. This is also because a successful and efficient logistics strategy requires the use of technology, as well as the strategic value derived from a firm's capacity. This in turn enables firms to recognise possibilities and challenges resulting from technological advancement in order to attain long-term competitiveness. The industry is implementing these technologies with caution in order to provide faster, cheaper, more dependable and long-term supply. This study sought to investigate whether Nelson Mandela Bay (NMB) is keeping up with the current logistics technology trends and systems that are transforming logistics firms in South Africa, the African continent and the rest of the world. To achieve this primary objective, the study also sought to achieve the following sub-objectives, namely: to identify the logistics technologies transforming logistics firms in NMB; to assess the role of logistics technologies affecting logistics firms in NMB. The study also sought to ascertain the challenges of using logistics technologies transforming the logistics firms in NMB; and examine the effect of logistics technology adoption and use on business performance of logistics firms in NMB. The study used an online closed-ended questionnaire distributed via google forms to collect primary data from a sample of 132 respondents across all the logistics firms (which consisted of warehousing, transport and packaging firms) in NMB. The study targeted those respondents involved in the management of the targeted logistics firms. The empirical results show that technology use in logistics firms has advanced a lot to vehicle tracking, packaging, inventory control, and communication systems, as well as robotics among logistics firms in NMB. The results also identified logistics technologies such as the Internet of Things, Robotic Process automation, Digital Supply Chain Twins, Vendor managed system and RFID as some of the major technologies currently transforming the logistics firms in NMB. The study found that many challenges exist with logistics technology adoption, and cited lack of investment towards logistics technology; the fear of iii losing jobs as people get replaced by technology such as machines and robots; high logistics costs as some of the major challenges. More so, the study results reveal that logistics technology adoption and use play a positive and significant role in logistics firms. The study further reports a significant and positive effect of logistics technology adoption and use on business performance of logistics firms. This study concludes that though still at infancy stage, logistics firms in NMB are keeping upbreast with the current logistics technological trends. The study suggests that firms need to speed up the adoption of the needed logistics technologies available to their respective business in order to remain efficient and effective. , Thesis (MA) --Faculty of Business and Economic science, 2022
- Full Text:
- Date Issued: 2022-04
The intention of third party logistics service providers to adopt environmentally sustainable practices
- Authors: Jappie, Abdul-Gasiep
- Date: 2018
- Subjects: Business logistics -- South Africa , Physical distribution of goods -- South Africa -- Management Industrial procurement -- Environmental aspects
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/30605 , vital:30975
- Description: With the increase in global trade, an escalation of industry competition, greater customer expectations and increasingly larger and more complex supply chains, third-party logistics (3PL) providers play an increasingly important role in international trade. Driven by globalisation and the advances in information technology, 3PL services have experienced unprecedented growth around the world. Given its prominence in global trade, 3PL service providers have, since the late 1980’s, attracted increased scholarly attention and as such, many practitioners regard 3PL providers as integral to external parties that may be consulted for any and all matters related to logistics service, and that are often engaged in the strategic coordination of businesses supply chain activities. Although the body of literature concerned with environmental issues in disciplines such as production and marketing have grown, similar literature involving logistics has been scarce, but expanding. Notwithstanding this growing literature, more research on environmental issues within the logistics industry is required, since the logistics service industry may have a greater negative environmental impact than other service sectors. Despite extensive scientific literature on the outsourcing of logistics functions and 3PL strategy, comparatively fewer studies on environmental sustainability exist in the 3PL industry. It is against this background that the main research question to be addressed in this study is which factors influence the intentions of 3PL service providers to adopt environmentally sustainable practices. A quantitative research methodology was adopted in this study to empirically test the proposed hypothetical model. By means of non-probability sampling, namely convenience sampling, a total of 122 3PL service providers were targeted within Nelson Mandela Bay during the empirical study. This was done by means of a survey using a self-administered structured questionnaire. Descriptive statistics and frequency distributions were utilised to summarise the data collected from the sample. To test the hypothesised relationships in the theoretical model, multiple regression analyses were used. The influence of three internal factors (management support, organisational culture and availability of resources) three external factors (competitive pressure, customer pressure and government influences) on the intention of 3PL service providers to adopt environmentally sustainable practices xii were assessed. The findings of this analysis showed that management and organisational support, customer pressures and government influences and have a significant influence on the intention to adopt environmentally sustainable practices for these businesses. The findings of this study have contributed to the body of knowledge regarding the intentions of 3PL service providers to adopt environmentally sustainable practices. The study used a sound and well-developed research design and methodology which have been justified and applied. This can be utilised by other similar studies to conduct empirical research in the field of adopting sustainable business practices. The measuring instrument and hypothetical model developed can also be used by organisations in other industries to investigate intentions to adopt sustainable practices. This study also provided useful and very practical guidelines to 3PL service providers as to ensure effective adoption of sustainable business practices.
- Full Text:
- Date Issued: 2018
- Authors: Jappie, Abdul-Gasiep
- Date: 2018
- Subjects: Business logistics -- South Africa , Physical distribution of goods -- South Africa -- Management Industrial procurement -- Environmental aspects
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/30605 , vital:30975
- Description: With the increase in global trade, an escalation of industry competition, greater customer expectations and increasingly larger and more complex supply chains, third-party logistics (3PL) providers play an increasingly important role in international trade. Driven by globalisation and the advances in information technology, 3PL services have experienced unprecedented growth around the world. Given its prominence in global trade, 3PL service providers have, since the late 1980’s, attracted increased scholarly attention and as such, many practitioners regard 3PL providers as integral to external parties that may be consulted for any and all matters related to logistics service, and that are often engaged in the strategic coordination of businesses supply chain activities. Although the body of literature concerned with environmental issues in disciplines such as production and marketing have grown, similar literature involving logistics has been scarce, but expanding. Notwithstanding this growing literature, more research on environmental issues within the logistics industry is required, since the logistics service industry may have a greater negative environmental impact than other service sectors. Despite extensive scientific literature on the outsourcing of logistics functions and 3PL strategy, comparatively fewer studies on environmental sustainability exist in the 3PL industry. It is against this background that the main research question to be addressed in this study is which factors influence the intentions of 3PL service providers to adopt environmentally sustainable practices. A quantitative research methodology was adopted in this study to empirically test the proposed hypothetical model. By means of non-probability sampling, namely convenience sampling, a total of 122 3PL service providers were targeted within Nelson Mandela Bay during the empirical study. This was done by means of a survey using a self-administered structured questionnaire. Descriptive statistics and frequency distributions were utilised to summarise the data collected from the sample. To test the hypothesised relationships in the theoretical model, multiple regression analyses were used. The influence of three internal factors (management support, organisational culture and availability of resources) three external factors (competitive pressure, customer pressure and government influences) on the intention of 3PL service providers to adopt environmentally sustainable practices xii were assessed. The findings of this analysis showed that management and organisational support, customer pressures and government influences and have a significant influence on the intention to adopt environmentally sustainable practices for these businesses. The findings of this study have contributed to the body of knowledge regarding the intentions of 3PL service providers to adopt environmentally sustainable practices. The study used a sound and well-developed research design and methodology which have been justified and applied. This can be utilised by other similar studies to conduct empirical research in the field of adopting sustainable business practices. The measuring instrument and hypothetical model developed can also be used by organisations in other industries to investigate intentions to adopt sustainable practices. This study also provided useful and very practical guidelines to 3PL service providers as to ensure effective adoption of sustainable business practices.
- Full Text:
- Date Issued: 2018
Managing Information Confidentiality Using the Chinese Wall Model to Reduce Fraud in Government Tenders
- Authors: Rama, Sobhana
- Date: 2013
- Subjects: Chinese walls (Communication barriers) -- South Africa , Business logistics -- South Africa , Confidential communications -- South Africa , Conflict of interests -- South Africa , Fraud -- South Africa , Information services -- Government policy -- South Africa , Communication policy -- South Africa , Communication planning -- South Africa , Chinese Wall Model , Information confidentiality , Conflict of Interest , Government tender fraud
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: vital:11136 , http://hdl.handle.net/10353/d1006956 , Chinese walls (Communication barriers) -- South Africa , Business logistics -- South Africa , Confidential communications -- South Africa , Conflict of interests -- South Africa , Fraud -- South Africa , Information services -- Government policy -- South Africa , Communication policy -- South Africa , Communication planning -- South Africa , Chinese Wall Model , Information confidentiality , Conflict of Interest , Government tender fraud
- Description: Instances of fraudulent acts are often headline news in the popular press in South Africa. Increasingly, these press reports point to the government tender process as being the main enabler used by the perpetrators committing the fraud. The cause of the tender fraud problem is confidentiality breach of information. This is accomplished, in part, by compromising the tender information contained in the government information system. This results in the biased award of a tender. Typically, the information in the tender process should be used to make decisions about a tender’s specifications, solicitation, evaluation and adjudication. The sharing of said information to unauthorised persons can be used to manipulate and corrupt the process. This in turn corrupts the tender process by awarding a tender to an unworthy recipient. This research studies the generic steps in the tender process to understand how information is used to corrupt the tender process. It proposes that conflict of interest, together with a lack of information confidentiality in the information system, paves the way for possible tender fraud. Thereafter, a system of internal controls is examined within the South African government as well as in foreign countries to investigate measures taken to reduce the breach of confidential information in the tender process. By referring to the Common Criteria Security Model, various critical security areas within the tender process are identified. This measure is assisted with the ISO/IEC 27002 (2005) standard which has guiding principles for the management of confidential information. Thereafter, an information security policy,the Chinese Wall Model will be discussed as a means of reducing instances where conflict of interest may occur. Finally, an adapted Chinese Wall Model, which includes elements of the tender process, is presented as a way of reducing fraud in the government tender process. Finally, the research objective of this study is presented in the form of Critical Success Factors that aid in reducing the breach of confidential information in the tender process. As a consequence, tender fraud is reduced. These success factors have a direct and serious impact on the effectiveness of the Chinese Wall Model to secure the confidentiality of tender information. The proposed Critical Success Factors include: the Sanitisation Policy Document, an Electronic Document Management System, the Tender Evaluation Ethics Document, the Audit Trail Log and the Chinese Wall Model Prosecution Register.
- Full Text:
- Date Issued: 2013
- Authors: Rama, Sobhana
- Date: 2013
- Subjects: Chinese walls (Communication barriers) -- South Africa , Business logistics -- South Africa , Confidential communications -- South Africa , Conflict of interests -- South Africa , Fraud -- South Africa , Information services -- Government policy -- South Africa , Communication policy -- South Africa , Communication planning -- South Africa , Chinese Wall Model , Information confidentiality , Conflict of Interest , Government tender fraud
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: vital:11136 , http://hdl.handle.net/10353/d1006956 , Chinese walls (Communication barriers) -- South Africa , Business logistics -- South Africa , Confidential communications -- South Africa , Conflict of interests -- South Africa , Fraud -- South Africa , Information services -- Government policy -- South Africa , Communication policy -- South Africa , Communication planning -- South Africa , Chinese Wall Model , Information confidentiality , Conflict of Interest , Government tender fraud
- Description: Instances of fraudulent acts are often headline news in the popular press in South Africa. Increasingly, these press reports point to the government tender process as being the main enabler used by the perpetrators committing the fraud. The cause of the tender fraud problem is confidentiality breach of information. This is accomplished, in part, by compromising the tender information contained in the government information system. This results in the biased award of a tender. Typically, the information in the tender process should be used to make decisions about a tender’s specifications, solicitation, evaluation and adjudication. The sharing of said information to unauthorised persons can be used to manipulate and corrupt the process. This in turn corrupts the tender process by awarding a tender to an unworthy recipient. This research studies the generic steps in the tender process to understand how information is used to corrupt the tender process. It proposes that conflict of interest, together with a lack of information confidentiality in the information system, paves the way for possible tender fraud. Thereafter, a system of internal controls is examined within the South African government as well as in foreign countries to investigate measures taken to reduce the breach of confidential information in the tender process. By referring to the Common Criteria Security Model, various critical security areas within the tender process are identified. This measure is assisted with the ISO/IEC 27002 (2005) standard which has guiding principles for the management of confidential information. Thereafter, an information security policy,the Chinese Wall Model will be discussed as a means of reducing instances where conflict of interest may occur. Finally, an adapted Chinese Wall Model, which includes elements of the tender process, is presented as a way of reducing fraud in the government tender process. Finally, the research objective of this study is presented in the form of Critical Success Factors that aid in reducing the breach of confidential information in the tender process. As a consequence, tender fraud is reduced. These success factors have a direct and serious impact on the effectiveness of the Chinese Wall Model to secure the confidentiality of tender information. The proposed Critical Success Factors include: the Sanitisation Policy Document, an Electronic Document Management System, the Tender Evaluation Ethics Document, the Audit Trail Log and the Chinese Wall Model Prosecution Register.
- Full Text:
- Date Issued: 2013
A model for enhancing trust in South African automotive supply chains through information technology
- Authors: Piderit, Roxanne
- Date: 2012
- Subjects: Automobile supplies industry -- South Africa , Automobiles -- Technological innovations , Business logistics -- South Africa
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: vital:9793 , http://hdl.handle.net/10948/d1011851 , Automobile supplies industry -- South Africa , Automobiles -- Technological innovations , Business logistics -- South Africa
- Description: The South African automotive industry is recognised as an important sector for the economy and has thus been prioritised by the South African government. The success of the automotive manufacturers depends on the efficiency and effectiveness of their supply chain. Due to the large number of suppliers involved in these supply chains, enhancing trust in the inter-organisational relationships can ensure the competitiveness of the supply chain. Additionally, insufficient trust can disrupt information sharing between supply chain partners which further impacts on supply chain operations and hence supply chain competitiveness. Thus, both insufficient trust and insufficient information sharing are viewed as contributing factors to the inefficiency and ineffectiveness of a supply chain’s operations. The use of Information Technology to facilitate inter-organisational relationships, in particular in terms of improving information sharing, is an important consideration in this research project. As in the Prisoner’s Dilemma, when supply chain members share information freely, trust levels are increased, hence supply chain effectiveness and efficiency is achieved and therefore the competitiveness of the supply chain is optimised. This study addresses the problem of enhancing trust in automotive supply chains using Information Technology. Previous studies have recognised the importance of trust and information sharing in supply chain relationships. These previous studies have also considered the effect of trust on information sharing, or the effect of information sharing on trust in a single direction. Thus, to address this research problem, a cyclical relationship between trust and information sharing is proposed. In this respect, Information Technology should be used to nurture this cyclical relationship between trust and information sharing. A model for the enhancement of trust in automotive supply chains through Information Technology is proposed to achieve the objectives of this research project. This model includes risk perception; information sharing as a means of enhancing trust; a trust area that consists of both supply chain partner trustworthiness and system trust; the resultant trusting behaviour; and the resultant improved information sharing. As this study is concerned with the use of IT to enhance trust, the inclusion of system trust as a component of the model is a significant contribution of this study which is complementary to the proposed cyclical relationship between trust and information sharing.
- Full Text:
- Date Issued: 2012
A model for enhancing trust in South African automotive supply chains through information technology
- Authors: Piderit, Roxanne
- Date: 2012
- Subjects: Automobile supplies industry -- South Africa , Automobiles -- Technological innovations , Business logistics -- South Africa
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: vital:9793 , http://hdl.handle.net/10948/d1011851 , Automobile supplies industry -- South Africa , Automobiles -- Technological innovations , Business logistics -- South Africa
- Description: The South African automotive industry is recognised as an important sector for the economy and has thus been prioritised by the South African government. The success of the automotive manufacturers depends on the efficiency and effectiveness of their supply chain. Due to the large number of suppliers involved in these supply chains, enhancing trust in the inter-organisational relationships can ensure the competitiveness of the supply chain. Additionally, insufficient trust can disrupt information sharing between supply chain partners which further impacts on supply chain operations and hence supply chain competitiveness. Thus, both insufficient trust and insufficient information sharing are viewed as contributing factors to the inefficiency and ineffectiveness of a supply chain’s operations. The use of Information Technology to facilitate inter-organisational relationships, in particular in terms of improving information sharing, is an important consideration in this research project. As in the Prisoner’s Dilemma, when supply chain members share information freely, trust levels are increased, hence supply chain effectiveness and efficiency is achieved and therefore the competitiveness of the supply chain is optimised. This study addresses the problem of enhancing trust in automotive supply chains using Information Technology. Previous studies have recognised the importance of trust and information sharing in supply chain relationships. These previous studies have also considered the effect of trust on information sharing, or the effect of information sharing on trust in a single direction. Thus, to address this research problem, a cyclical relationship between trust and information sharing is proposed. In this respect, Information Technology should be used to nurture this cyclical relationship between trust and information sharing. A model for the enhancement of trust in automotive supply chains through Information Technology is proposed to achieve the objectives of this research project. This model includes risk perception; information sharing as a means of enhancing trust; a trust area that consists of both supply chain partner trustworthiness and system trust; the resultant trusting behaviour; and the resultant improved information sharing. As this study is concerned with the use of IT to enhance trust, the inclusion of system trust as a component of the model is a significant contribution of this study which is complementary to the proposed cyclical relationship between trust and information sharing.
- Full Text:
- Date Issued: 2012
Impact of information and communication technology (ICT) on trust and information sharing in South African automotive supply chains
- Authors: Goche, Chiedza
- Date: 2012
- Subjects: Business logistics -- South Africa , Automobile industry and trade -- South Africa , Interorganizational relations -- South Africa , Trust -- South Africa , Information technology -- South Africa , Prisoner's dilemma game
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: http://hdl.handle.net/10353/668 , vital:26486 , Business logistics -- South Africa , Automobile industry and trade -- South Africa , Interorganizational relations -- South Africa , Trust -- South Africa , Information technology -- South Africa , Prisoner's dilemma game
- Description: The Internet has made a considerable impact on how business is conducted. Empowered by technology consumers are using the Internet as a tool to communicate and transact online. E-commerce (electronic commerce) presents opportunities for business to gain a competitive advantage, however it also posses certain challenges. Small and Medium Hospitality Enterprises (SMHEs) sector within the tourism industry, is one of the sectors which stands to benefit from using the Internet for business. Researchers agree that the contribution made by the tourism sector in developing economies is substantial. However, SMHEs are noted for their failure to derive optimal benefits from using the Internet for business to improve their competitiveness. This study which seeks to develop a model for use by SMHEs as a guide when making the decision to adopt technology was necessitated by the importance of SMHE’s contribution in the economy of developing countries. This model is based on the examination of existing theories and models such as; the Delone and McLean IS success model (2004), and the ITGI’s (2007) IT governance focus areas model. To elicit the desired outcomes, additional data was collected using questionnaires, interviews, and observations. The collected data was analysed and resulted in the development of a model that can be used by SMHEs in order to derive value from IT and to gain a competitive advantage.
- Full Text:
- Date Issued: 2012
- Authors: Goche, Chiedza
- Date: 2012
- Subjects: Business logistics -- South Africa , Automobile industry and trade -- South Africa , Interorganizational relations -- South Africa , Trust -- South Africa , Information technology -- South Africa , Prisoner's dilemma game
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: http://hdl.handle.net/10353/668 , vital:26486 , Business logistics -- South Africa , Automobile industry and trade -- South Africa , Interorganizational relations -- South Africa , Trust -- South Africa , Information technology -- South Africa , Prisoner's dilemma game
- Description: The Internet has made a considerable impact on how business is conducted. Empowered by technology consumers are using the Internet as a tool to communicate and transact online. E-commerce (electronic commerce) presents opportunities for business to gain a competitive advantage, however it also posses certain challenges. Small and Medium Hospitality Enterprises (SMHEs) sector within the tourism industry, is one of the sectors which stands to benefit from using the Internet for business. Researchers agree that the contribution made by the tourism sector in developing economies is substantial. However, SMHEs are noted for their failure to derive optimal benefits from using the Internet for business to improve their competitiveness. This study which seeks to develop a model for use by SMHEs as a guide when making the decision to adopt technology was necessitated by the importance of SMHE’s contribution in the economy of developing countries. This model is based on the examination of existing theories and models such as; the Delone and McLean IS success model (2004), and the ITGI’s (2007) IT governance focus areas model. To elicit the desired outcomes, additional data was collected using questionnaires, interviews, and observations. The collected data was analysed and resulted in the development of a model that can be used by SMHEs in order to derive value from IT and to gain a competitive advantage.
- Full Text:
- Date Issued: 2012
Improving customer service through effective supply chain management in a pharmaceutical company
- Authors: Rothner, Donne
- Date: 2010
- Subjects: Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8625 , http://hdl.handle.net/10948/1490 , Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Description: All organisations compete on the basis of service. In today‘s highly competitive world, organisations need to compete to retain their customers and to offer good customer service that will give them a competitive advantage. In the South African pharmaceutical market, the introduction of the Single Exit Price (SEP) and generic substitution have led to the price of equivalent medicines no longer being the differentiating factor in a customer deciding which manufacturer‘s product to purchase. The availability of generic medicines at the pharmacy or hospital has become the differentiating factor. Two types of customers exist in any organisation, namely, external customers and internal customers. Much has been written about the external customer, but less about the internal customer. Many managers do not perceive internal customer service as a priority. Any organisation attempting to deliver quality service to their external customers must begin by serving the needs of their internal customers. Internal service quality is characterised by the attitudes that people have towards one another and in the way that employees serve one another inside the organisation. By improving customer service, the organisation can improve its profitability, sustainability and customer retention. The aim of this study was to determine whether the levels of internal customer service between the three sections of Aspen Pharmacare are optimal. Determining the current performance levels between the staff of the sections will assist in highlighting the areas that require attention. The three sections of Aspen Pharmacare that are internal customers of one another and have been used in the study are: - production; - demand planning; and - distribution. The results of the study show that all three sections rate three service quality dimensions (communication, tangibles and reliability) as important. The results were used to develop an internal customer service model for Aspen Pharmacare.
- Full Text:
- Date Issued: 2010
- Authors: Rothner, Donne
- Date: 2010
- Subjects: Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8625 , http://hdl.handle.net/10948/1490 , Customer services -- South Africa , Customer services -- Management , Customer services -- South Africa -- Quality control , Business logistics -- South Africa
- Description: All organisations compete on the basis of service. In today‘s highly competitive world, organisations need to compete to retain their customers and to offer good customer service that will give them a competitive advantage. In the South African pharmaceutical market, the introduction of the Single Exit Price (SEP) and generic substitution have led to the price of equivalent medicines no longer being the differentiating factor in a customer deciding which manufacturer‘s product to purchase. The availability of generic medicines at the pharmacy or hospital has become the differentiating factor. Two types of customers exist in any organisation, namely, external customers and internal customers. Much has been written about the external customer, but less about the internal customer. Many managers do not perceive internal customer service as a priority. Any organisation attempting to deliver quality service to their external customers must begin by serving the needs of their internal customers. Internal service quality is characterised by the attitudes that people have towards one another and in the way that employees serve one another inside the organisation. By improving customer service, the organisation can improve its profitability, sustainability and customer retention. The aim of this study was to determine whether the levels of internal customer service between the three sections of Aspen Pharmacare are optimal. Determining the current performance levels between the staff of the sections will assist in highlighting the areas that require attention. The three sections of Aspen Pharmacare that are internal customers of one another and have been used in the study are: - production; - demand planning; and - distribution. The results of the study show that all three sections rate three service quality dimensions (communication, tangibles and reliability) as important. The results were used to develop an internal customer service model for Aspen Pharmacare.
- Full Text:
- Date Issued: 2010
The impact of construction supply chain management on value on projects
- Authors: Emuze, Fidelis Abumere
- Date: 2009
- Subjects: Construction industry -- South Africa -- Management , Business logistics -- South Africa
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:9677 , http://hdl.handle.net/10948/1209 , Construction industry -- South Africa -- Management , Business logistics -- South Africa
- Description: Much research work has assessed the construction process and discovered that the process is ineffective and besieged with problems. Analysis of these problems has shown that a major part of them are related to the state and workings of the supply chains. Prior research justifies that waste and problems in construction supply chains are extensively present and persistent. This anomaly may be ascribed to the nature of the industry. Horizontal integration that is common place in the construction industry tends to fragment the supply chain, resulting in an unstable production environment occasioned by high unpredictability, much rework, low profits and eventual low level of value creation in the process. Therefore, an increased level of integration of interfaces and processes has been canvassed. The purpose of supply chain management is to achieve the expected increased level of integration of the whole supply chain. Supply chain management is a concept that has flourished in the manufacturing industry through Just in Time production and logistics. Supply chain management represents an autonomous managerial tool, though still largely dominated by logistics. Supply chain management has long been advocated as a means of improving the performance of supply chains in construction. This research study reports on an investigation into the impact of supply chain management on value creation in the South African construction industry. The research discovered that collaborative working is already in the industry and contractors consider supply chain management important for project success. Here construction supply chains were approached from the relationship view point. All issues are encouraged to be viewed and resolved in the supply chain from the relationship perspective.
- Full Text:
- Date Issued: 2009
- Authors: Emuze, Fidelis Abumere
- Date: 2009
- Subjects: Construction industry -- South Africa -- Management , Business logistics -- South Africa
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:9677 , http://hdl.handle.net/10948/1209 , Construction industry -- South Africa -- Management , Business logistics -- South Africa
- Description: Much research work has assessed the construction process and discovered that the process is ineffective and besieged with problems. Analysis of these problems has shown that a major part of them are related to the state and workings of the supply chains. Prior research justifies that waste and problems in construction supply chains are extensively present and persistent. This anomaly may be ascribed to the nature of the industry. Horizontal integration that is common place in the construction industry tends to fragment the supply chain, resulting in an unstable production environment occasioned by high unpredictability, much rework, low profits and eventual low level of value creation in the process. Therefore, an increased level of integration of interfaces and processes has been canvassed. The purpose of supply chain management is to achieve the expected increased level of integration of the whole supply chain. Supply chain management is a concept that has flourished in the manufacturing industry through Just in Time production and logistics. Supply chain management represents an autonomous managerial tool, though still largely dominated by logistics. Supply chain management has long been advocated as a means of improving the performance of supply chains in construction. This research study reports on an investigation into the impact of supply chain management on value creation in the South African construction industry. The research discovered that collaborative working is already in the industry and contractors consider supply chain management important for project success. Here construction supply chains were approached from the relationship view point. All issues are encouraged to be viewed and resolved in the supply chain from the relationship perspective.
- Full Text:
- Date Issued: 2009
The role of strategic supply chain management in liquor retail
- Authors: Oppong, George
- Date: 2009
- Subjects: Business logistics -- South Africa , Physical distribution of goods -- Management , Retail trade -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8723 , http://hdl.handle.net/10948/895 , Business logistics -- South Africa , Physical distribution of goods -- Management , Retail trade -- South Africa
- Description: The underlying objective of this research was to assess the extent to which an efficient supply chain can help retail businesses; particularly liquor businesses to manage their business risks. The case study firm for the research was Big Daddy’s Group, one of the leading independent liquor distribution and retailing firms in South Africa. In order to achieve the objective of the research, a review of relevant literature was done. It began with literature review of retailing in general, highlighting on the major roles they play and the modern trends in the industry. Afterwards the literature was narrowed down to liquor retailing. This was done to ascertain the unique characteristics of that aspect of retailing including the regulations guiding the industry and the specific business risks in that business. The final part of the literature review was on specific concepts and management models such as value chain, supply chain as well as business risk and its management. The literature highlighted the means by which the retailer creates value for the customer and the inherent risks in the industry. There was the indication of supply chain being a key component of the value creating activities (value chain) of the business, and serving as a tool in mitigating possible risks. The literature provided the theoretical proposition (hypothesis) for the assessment of the case study findings from the Big Daddy’s Group. The data collection exercise was done by means of a questionnaire complimented by personal interview. Due to the nature of the firm, in terms of structure and operations, two persons, with considerable insight into the business, the director and the sales/area manager were interviewed for the exercise. The questions posed were categorised into seven key areas of retail operations such as product range, imports, customer awareness, marketing and advertising, supply chain and human resource. The findings were compared with the theoretical propositions developed in the literature review, and the pattern matching logic technique was used to determine the existence or not of any similar predictions or differences. The risks identified in the findings were analysed with the logic of an efficient supply chain as the mitigating tool. The conclusion was that supply chain management is key to the value creation activities and hence the survival of the business. The recommendation therefore is that the retailer should ensure the efficient management of the supply chain network since it has the potential to reduce the inherent risks in their operations.
- Full Text:
- Date Issued: 2009
- Authors: Oppong, George
- Date: 2009
- Subjects: Business logistics -- South Africa , Physical distribution of goods -- Management , Retail trade -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8723 , http://hdl.handle.net/10948/895 , Business logistics -- South Africa , Physical distribution of goods -- Management , Retail trade -- South Africa
- Description: The underlying objective of this research was to assess the extent to which an efficient supply chain can help retail businesses; particularly liquor businesses to manage their business risks. The case study firm for the research was Big Daddy’s Group, one of the leading independent liquor distribution and retailing firms in South Africa. In order to achieve the objective of the research, a review of relevant literature was done. It began with literature review of retailing in general, highlighting on the major roles they play and the modern trends in the industry. Afterwards the literature was narrowed down to liquor retailing. This was done to ascertain the unique characteristics of that aspect of retailing including the regulations guiding the industry and the specific business risks in that business. The final part of the literature review was on specific concepts and management models such as value chain, supply chain as well as business risk and its management. The literature highlighted the means by which the retailer creates value for the customer and the inherent risks in the industry. There was the indication of supply chain being a key component of the value creating activities (value chain) of the business, and serving as a tool in mitigating possible risks. The literature provided the theoretical proposition (hypothesis) for the assessment of the case study findings from the Big Daddy’s Group. The data collection exercise was done by means of a questionnaire complimented by personal interview. Due to the nature of the firm, in terms of structure and operations, two persons, with considerable insight into the business, the director and the sales/area manager were interviewed for the exercise. The questions posed were categorised into seven key areas of retail operations such as product range, imports, customer awareness, marketing and advertising, supply chain and human resource. The findings were compared with the theoretical propositions developed in the literature review, and the pattern matching logic technique was used to determine the existence or not of any similar predictions or differences. The risks identified in the findings were analysed with the logic of an efficient supply chain as the mitigating tool. The conclusion was that supply chain management is key to the value creation activities and hence the survival of the business. The recommendation therefore is that the retailer should ensure the efficient management of the supply chain network since it has the potential to reduce the inherent risks in their operations.
- Full Text:
- Date Issued: 2009
Optimising the material distribution process for the southern region of Telkom SA
- Authors: Naicker, Kosalin Ganasen
- Date: 2005
- Subjects: Business logistics -- South Africa , Telecommunication -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8547 , http://hdl.handle.net/10948/407 , Business logistics -- South Africa , Telecommunication -- South Africa
- Description: Most government owned telecommunication operators across the world have to deal with a number of regulatory, technology and service challenges, as the industry is liberalised in co-ordinance with worldwide trends. Telkom SA will be facing a number of strategic challenges that will test its ability to survive as a telecommunications company over the next number of years. To remain competitive, Telkom must develop strategies to assure survival in a competitive environment. To assure the long-term survival of Telkom SA when moving into a competitive environment, the organisation must build a sustainable competitive advantage. In the face of increasingly fierce competition, the adoption of collaborative alliances between firms is becoming more and more common and the adoption of a world-class supply chain will be an ideal scenario for Telkom SA. A worldclass supply chain goes beyond the scope of the internal operations of an organisation, therefore the material distribution process was chosen for this study, which involved the internal operations in the organisation. The study included the availability of material up to the transportation of the material to the staging areas. The aim of this research was to identify the inefficiencies of the material distribution process of the Southern Region of Telkom SA to become worldclass. A quantitative technique was used to identify the inefficiencies. It was found that the availability and transportation of material were the inefficient categories, preventing the customer to receive the product or service on time. Communication, inaccurate forecasting and inefficient transportation of material were some of the reasons for not delivering material on time. Some of the recommendations included developing a model that could overcome the current inefficiencies in transportation, improving the communication channels, training and the development of employees at all levels.
- Full Text:
- Date Issued: 2005
- Authors: Naicker, Kosalin Ganasen
- Date: 2005
- Subjects: Business logistics -- South Africa , Telecommunication -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8547 , http://hdl.handle.net/10948/407 , Business logistics -- South Africa , Telecommunication -- South Africa
- Description: Most government owned telecommunication operators across the world have to deal with a number of regulatory, technology and service challenges, as the industry is liberalised in co-ordinance with worldwide trends. Telkom SA will be facing a number of strategic challenges that will test its ability to survive as a telecommunications company over the next number of years. To remain competitive, Telkom must develop strategies to assure survival in a competitive environment. To assure the long-term survival of Telkom SA when moving into a competitive environment, the organisation must build a sustainable competitive advantage. In the face of increasingly fierce competition, the adoption of collaborative alliances between firms is becoming more and more common and the adoption of a world-class supply chain will be an ideal scenario for Telkom SA. A worldclass supply chain goes beyond the scope of the internal operations of an organisation, therefore the material distribution process was chosen for this study, which involved the internal operations in the organisation. The study included the availability of material up to the transportation of the material to the staging areas. The aim of this research was to identify the inefficiencies of the material distribution process of the Southern Region of Telkom SA to become worldclass. A quantitative technique was used to identify the inefficiencies. It was found that the availability and transportation of material were the inefficient categories, preventing the customer to receive the product or service on time. Communication, inaccurate forecasting and inefficient transportation of material were some of the reasons for not delivering material on time. Some of the recommendations included developing a model that could overcome the current inefficiencies in transportation, improving the communication channels, training and the development of employees at all levels.
- Full Text:
- Date Issued: 2005
- «
- ‹
- 1
- ›
- »