The cultural determinants of success in Indian owned family businesses
- Authors: Adams, Leigh Christie
- Date: 2009
- Subjects: Family-owned business enterprises -- Management , Indian business enterprises , Small business -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8543 , http://hdl.handle.net/10948/1258 , Family-owned business enterprises -- Management , Indian business enterprises , Small business -- Management
- Description: Family owned businesses play a vital role in the economy of a country, therefore their sustainability and succession is a topic that requires adequate research and analysis. This is required to determine the impact and contribution at a socioeconomic level and future development of the family owned business. Within the Nelson Mandela Metropolitan area previous research has been conducted analysing the above with regard to Greek family businesses. There is a little evidence to suggest similar studies have been conducted on Indian owned family businesses, specifically businesses operating at a third generation level. This research will therefore analyse Indian owned family businesses that are at a minimum level of third generation within the Nelson Mandela Metropolitan area. The purpose is to investigate whether there is any specific cultural attributes of the Indian culture which have contributed to their success.
- Full Text:
- Date Issued: 2009
- Authors: Adams, Leigh Christie
- Date: 2009
- Subjects: Family-owned business enterprises -- Management , Indian business enterprises , Small business -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8543 , http://hdl.handle.net/10948/1258 , Family-owned business enterprises -- Management , Indian business enterprises , Small business -- Management
- Description: Family owned businesses play a vital role in the economy of a country, therefore their sustainability and succession is a topic that requires adequate research and analysis. This is required to determine the impact and contribution at a socioeconomic level and future development of the family owned business. Within the Nelson Mandela Metropolitan area previous research has been conducted analysing the above with regard to Greek family businesses. There is a little evidence to suggest similar studies have been conducted on Indian owned family businesses, specifically businesses operating at a third generation level. This research will therefore analyse Indian owned family businesses that are at a minimum level of third generation within the Nelson Mandela Metropolitan area. The purpose is to investigate whether there is any specific cultural attributes of the Indian culture which have contributed to their success.
- Full Text:
- Date Issued: 2009
A critical analysis of the management of climate change risk among short-term insurers in South Africa: evidence from company annual reports
- Authors: Banda, Musale Hamangaba
- Date: 2009
- Subjects: Insurance companies -- South Africa -- Case studies Risk (Insurance) -- South Africa Risk management -- Evaluation -- South Africa Insurance companies -- South Africa -- Management South Africa -- Economic conditions -- 1991 -- Environmental aspects Climatic changes -- Risk assessment -- South Africa Disaster insurance -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:792 , http://hdl.handle.net/10962/d1003943
- Description: This study investigates the extent to which South African short-term insurance companies manage climate change risk, as evidenced in their annual and sustainability reporting. The study context takes into account the fact that the world’s climate has been changing at a more accelerated rate since the early 1970s, causing disasters that have negatively affected world economies in the last ten years. Insurers, due to their huge financial resource base, long history of spurring innovation around risk and encouraging loss-reducing behaviour as well as high levels of vulnerability, have been identified as one industry that could lead societies in finding solutions to climate change risk. A key element of such a corporate resolve involves taking a leadership position which makes business sense for insurers. As such, this research analyses how innovative solutions to change-related problems could result in reduced exposure to climate change in line with corporate triple bottom line objectives. Based on a purposive sampling of short-term insurance companies operating in the South African market during the 2007 financial year, the study uses the companies’ annual and sustainability reports in order to critically assess evidence of climate change-related performance. The assessment is undertaken against the best practice indicators of climate change risk management, as defined by Ceres – a global researcher on climate change management in the business context. The data analysis is largely qualitative, consisting of a narrative presentation of the results and a conceptual application of the results to the triple bottom line which forms the theoretical framework of this study. The study finds that the South African short-term insurers were generally not living up to the climate change management ideals, in comparison to their multinational counterparts. For the South African short-term insurers, corporate strategic product innovation and planning was insignificant. Also negligible was board involvement, as well as CEO involvement, though in at least one case of the 4 local short-term insurance, there was evidence of extensive CEO involvement in climate change risk management. On the whole, these findings represent a lapse in corporate governance inasmuch as climate change risk management is concerned. Local short-term insurers generally performed well in the area of public disclosure, with their scores ranging from insignificant to extensive. In contrast, multinational short-term insurers’ performance with regard to climate change risk intervention ranged from insignificant tointegrated, across the five governance areas of board oversight, management execution, public disclosure, emissions accounting and strategic planning. As such, the study broadly recommends that short-term insurers in South Africa should make climate change part of their overall risk management strategies in order for them to remain competitive in an environment of increased climate change-related risk. More specifically, the research project recommends that the local insurers should proactively lead climate change mitigation measures through, for instance, investing in clean energy projects and incentivising their clients’ participation in the carbon market to prepare themselves for possible regulatory restrictions after the Copenhagen climate change conference planned for December 2009. This study also challenges insurers to help communities and as well as other businesses in their value chain to reduce their negative impacts on the world’s climate and to be more resilient against disasters which may arise from the high levels of greenhouse gases already in the atmosphere. Further, it recommends that insurers should create internal board and executive level climate change-related structures, as these will facilitate the integration of the proposed initiatives into their overall sustainability strategies. Above all, the study recommends that insurers should enhance the reporting of their climate change-related risk, opportunities and initiatives to improve their integrity.
- Full Text:
- Date Issued: 2009
- Authors: Banda, Musale Hamangaba
- Date: 2009
- Subjects: Insurance companies -- South Africa -- Case studies Risk (Insurance) -- South Africa Risk management -- Evaluation -- South Africa Insurance companies -- South Africa -- Management South Africa -- Economic conditions -- 1991 -- Environmental aspects Climatic changes -- Risk assessment -- South Africa Disaster insurance -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:792 , http://hdl.handle.net/10962/d1003943
- Description: This study investigates the extent to which South African short-term insurance companies manage climate change risk, as evidenced in their annual and sustainability reporting. The study context takes into account the fact that the world’s climate has been changing at a more accelerated rate since the early 1970s, causing disasters that have negatively affected world economies in the last ten years. Insurers, due to their huge financial resource base, long history of spurring innovation around risk and encouraging loss-reducing behaviour as well as high levels of vulnerability, have been identified as one industry that could lead societies in finding solutions to climate change risk. A key element of such a corporate resolve involves taking a leadership position which makes business sense for insurers. As such, this research analyses how innovative solutions to change-related problems could result in reduced exposure to climate change in line with corporate triple bottom line objectives. Based on a purposive sampling of short-term insurance companies operating in the South African market during the 2007 financial year, the study uses the companies’ annual and sustainability reports in order to critically assess evidence of climate change-related performance. The assessment is undertaken against the best practice indicators of climate change risk management, as defined by Ceres – a global researcher on climate change management in the business context. The data analysis is largely qualitative, consisting of a narrative presentation of the results and a conceptual application of the results to the triple bottom line which forms the theoretical framework of this study. The study finds that the South African short-term insurers were generally not living up to the climate change management ideals, in comparison to their multinational counterparts. For the South African short-term insurers, corporate strategic product innovation and planning was insignificant. Also negligible was board involvement, as well as CEO involvement, though in at least one case of the 4 local short-term insurance, there was evidence of extensive CEO involvement in climate change risk management. On the whole, these findings represent a lapse in corporate governance inasmuch as climate change risk management is concerned. Local short-term insurers generally performed well in the area of public disclosure, with their scores ranging from insignificant to extensive. In contrast, multinational short-term insurers’ performance with regard to climate change risk intervention ranged from insignificant tointegrated, across the five governance areas of board oversight, management execution, public disclosure, emissions accounting and strategic planning. As such, the study broadly recommends that short-term insurers in South Africa should make climate change part of their overall risk management strategies in order for them to remain competitive in an environment of increased climate change-related risk. More specifically, the research project recommends that the local insurers should proactively lead climate change mitigation measures through, for instance, investing in clean energy projects and incentivising their clients’ participation in the carbon market to prepare themselves for possible regulatory restrictions after the Copenhagen climate change conference planned for December 2009. This study also challenges insurers to help communities and as well as other businesses in their value chain to reduce their negative impacts on the world’s climate and to be more resilient against disasters which may arise from the high levels of greenhouse gases already in the atmosphere. Further, it recommends that insurers should create internal board and executive level climate change-related structures, as these will facilitate the integration of the proposed initiatives into their overall sustainability strategies. Above all, the study recommends that insurers should enhance the reporting of their climate change-related risk, opportunities and initiatives to improve their integrity.
- Full Text:
- Date Issued: 2009
The feasibility of starting a dating company in South Africa
- Bezuidenhout, Jacques Du Mont
- Authors: Bezuidenhout, Jacques Du Mont
- Date: 2009
- Subjects: Online dating -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8686 , http://hdl.handle.net/10948/1114 , Online dating -- South Africa
- Description: The purpose of the research is to determine the feasibility of starting a dating company, which focuses specifically on the South African market. Further sub problems were defined as follow: • Which South Africans would use a dating service, that is, who will be the main customers? • Is there specifically identifiable information that can help to recognise customers? Or can a profile be created for to identify customers? • How much are the customers willing to pay? • Does or can technology play a role in in courtship? The role of technology was investigated, in which it was found that globalisation affects everyone. One of the core factors that caused many other technologies to evolve from it, is the Internet. The intranet was a natural evolution from the Internet, which is normally specific to a company. A further literature survey was conducted to gain an understanding of dating companies globally and locally, to gain an understanding of the subject, which was used to create a questionnaire. The questionnaire reached a 120 participants, with 52 participants responding, which relates to a response rate of 43.3 percent. The questionnaire produces 37 variables, which were correlated, and as a result it was recommended that it is feasible to start a dating company in South Africa.
- Full Text:
- Date Issued: 2009
- Authors: Bezuidenhout, Jacques Du Mont
- Date: 2009
- Subjects: Online dating -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8686 , http://hdl.handle.net/10948/1114 , Online dating -- South Africa
- Description: The purpose of the research is to determine the feasibility of starting a dating company, which focuses specifically on the South African market. Further sub problems were defined as follow: • Which South Africans would use a dating service, that is, who will be the main customers? • Is there specifically identifiable information that can help to recognise customers? Or can a profile be created for to identify customers? • How much are the customers willing to pay? • Does or can technology play a role in in courtship? The role of technology was investigated, in which it was found that globalisation affects everyone. One of the core factors that caused many other technologies to evolve from it, is the Internet. The intranet was a natural evolution from the Internet, which is normally specific to a company. A further literature survey was conducted to gain an understanding of dating companies globally and locally, to gain an understanding of the subject, which was used to create a questionnaire. The questionnaire reached a 120 participants, with 52 participants responding, which relates to a response rate of 43.3 percent. The questionnaire produces 37 variables, which were correlated, and as a result it was recommended that it is feasible to start a dating company in South Africa.
- Full Text:
- Date Issued: 2009
An evaluation of the quality of customer service delivery offered by the East London public transport commuter rail service provider (operated by Metrorail)
- Authors: Bosch, Colin
- Date: 2009
- Subjects: Railroads -- Customer services -- South Africa -- Eastern Cape Transportation -- Customer services -- South Africa -- Eastern Cape Railroads -- Quality control -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:744 , http://hdl.handle.net/10962/d1003865
- Description: The aim of this survey is to evaluate the quality of customer service delivery offered by the East London public transport commuter rail service provider Metrorail, a division of the state owned enterprise (SOE) PRASA. The former tolerant rail commuter has become increasingly frustrated at the ever-decreasing quality of rail service delivery. This is evidenced by increasing incidents of commuter arson to failed rail assets and the practice is considered to be a strategy to enforce the replacement of unreliable infrastructure and ineffective/reactive management controls. The objectives of the research are guided by three fundamental service quality indicators. In order to evaluate these indicators, the research focuses on whether the quality of customer services provided by Metrorail meets commuter expectations, whether commuters rank five dimensions of service quality differently and whether the level of service quality provided is perceived differently amongst the various demographic commuter segments. Service organizations which are highly interactive, labour-intensive, reliant on a number of service providers, required to perform at various locations and have high intensity/volume operations, will be susceptible to failure; Metrorail services fall into this category. The legacy of the apartheid era regime and strategy resulted in poor rail planning and underfunding. Commuter rail operations in South Africa are fraught with a myriad of inadequacies of the past that only now manifest. As a consequence, their ability to operate effectively and efficiently is impaired. The situation is further exacerbated by the global economic crisis of 2008 and the impact of constricted budget allocations by the State to all SOE's which could further impede the interventions and innovation required to improve service quality. The in-depth literature review provided sufficient information relating to a wide array of service organizations similar in nature to Metrorail. This information is translated into useable knowledge and recommendations from which Metrorail can benefit. The research methodology is clearly articulated and the data analysis ensures distinct findings which are discussed in the final chapter. The research undertaken identifies and prioritises the service quality attributes and dimensions that will require redress to improve overall service quality. The findings are clearly defined from which a set of recommendations are suggested.
- Full Text:
- Date Issued: 2009
- Authors: Bosch, Colin
- Date: 2009
- Subjects: Railroads -- Customer services -- South Africa -- Eastern Cape Transportation -- Customer services -- South Africa -- Eastern Cape Railroads -- Quality control -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:744 , http://hdl.handle.net/10962/d1003865
- Description: The aim of this survey is to evaluate the quality of customer service delivery offered by the East London public transport commuter rail service provider Metrorail, a division of the state owned enterprise (SOE) PRASA. The former tolerant rail commuter has become increasingly frustrated at the ever-decreasing quality of rail service delivery. This is evidenced by increasing incidents of commuter arson to failed rail assets and the practice is considered to be a strategy to enforce the replacement of unreliable infrastructure and ineffective/reactive management controls. The objectives of the research are guided by three fundamental service quality indicators. In order to evaluate these indicators, the research focuses on whether the quality of customer services provided by Metrorail meets commuter expectations, whether commuters rank five dimensions of service quality differently and whether the level of service quality provided is perceived differently amongst the various demographic commuter segments. Service organizations which are highly interactive, labour-intensive, reliant on a number of service providers, required to perform at various locations and have high intensity/volume operations, will be susceptible to failure; Metrorail services fall into this category. The legacy of the apartheid era regime and strategy resulted in poor rail planning and underfunding. Commuter rail operations in South Africa are fraught with a myriad of inadequacies of the past that only now manifest. As a consequence, their ability to operate effectively and efficiently is impaired. The situation is further exacerbated by the global economic crisis of 2008 and the impact of constricted budget allocations by the State to all SOE's which could further impede the interventions and innovation required to improve service quality. The in-depth literature review provided sufficient information relating to a wide array of service organizations similar in nature to Metrorail. This information is translated into useable knowledge and recommendations from which Metrorail can benefit. The research methodology is clearly articulated and the data analysis ensures distinct findings which are discussed in the final chapter. The research undertaken identifies and prioritises the service quality attributes and dimensions that will require redress to improve overall service quality. The findings are clearly defined from which a set of recommendations are suggested.
- Full Text:
- Date Issued: 2009
The role of belief systems in entrepreneurship : a Christian perspective
- Authors: Boshoff, Leslie Ian
- Date: 2009
- Subjects: Business -- Religious aspects -- Christianity , Success in business , Belief and doubt
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8664 , http://hdl.handle.net/10948/1271 , Business -- Religious aspects -- Christianity , Success in business , Belief and doubt
- Description: The world needs entrepreneurs now more than ever; fresh thinkers, who spot opportunities and apply their talents to overcome obstacles to make their ideas happen. Entrepreneurs need to reframe the recession as an area of business opportunity for all. They must unleash their innovative ideas around the world and inspire solutions that will tackle issues ranging from poverty, unemployment and climatic change. It is the fundamental precept of the Christian faith that God calls not only ministers and other spiritual workers, but everyone to specific roles in his kingdom. Christian Entrepreneurs must realise that their calling to establish and lead business organisations that are designed to achieve results in the secular world. Christian Entrepreneur Organisations differ from secular businesses because they do business while being led by the Holy Spirit. Christian Entrepreneurship is the return of unfulfilled business leaders to the sense of "calling" enjoyed by fellow laity in the U.S.A. and Western Europe prior to the 20th Century. The goal is to develop a business that blends business excellence and entrepreneurship with Christian Biblical and theological perspectives. This exploratory study investigated the role of the Christian faith in Entrepreneurship and in Entrepreneurial businesses. The study identified some of the Christian business practices and introduced the reader to the different approaches this group of entrepreneurs have to that of the secular business equivalent.
- Full Text:
- Date Issued: 2009
- Authors: Boshoff, Leslie Ian
- Date: 2009
- Subjects: Business -- Religious aspects -- Christianity , Success in business , Belief and doubt
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8664 , http://hdl.handle.net/10948/1271 , Business -- Religious aspects -- Christianity , Success in business , Belief and doubt
- Description: The world needs entrepreneurs now more than ever; fresh thinkers, who spot opportunities and apply their talents to overcome obstacles to make their ideas happen. Entrepreneurs need to reframe the recession as an area of business opportunity for all. They must unleash their innovative ideas around the world and inspire solutions that will tackle issues ranging from poverty, unemployment and climatic change. It is the fundamental precept of the Christian faith that God calls not only ministers and other spiritual workers, but everyone to specific roles in his kingdom. Christian Entrepreneurs must realise that their calling to establish and lead business organisations that are designed to achieve results in the secular world. Christian Entrepreneur Organisations differ from secular businesses because they do business while being led by the Holy Spirit. Christian Entrepreneurship is the return of unfulfilled business leaders to the sense of "calling" enjoyed by fellow laity in the U.S.A. and Western Europe prior to the 20th Century. The goal is to develop a business that blends business excellence and entrepreneurship with Christian Biblical and theological perspectives. This exploratory study investigated the role of the Christian faith in Entrepreneurship and in Entrepreneurial businesses. The study identified some of the Christian business practices and introduced the reader to the different approaches this group of entrepreneurs have to that of the secular business equivalent.
- Full Text:
- Date Issued: 2009
A business plan for an international squid business
- Authors: Botha, Gerald
- Date: 2009
- Subjects: Business planning -- South Africa Strategic planning -- South Africa , Seafood industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21604 , vital:29716
- Description: Talhado Fishing Enterprises (Pty) Ltd is a squid fishing company founded in 1988, with sea and land based freezing facilities. Operating from the East coast situated in the Port Elizabeth harbour, the company processes and packages its caught and bought out product for sales to its export customers situated in Spain and Italy. The company is privately owned, 38.8 percent owned by previously disadvantaged persons. This study examines the whether it would be feasible to expand its operations into the USA, namely into the California area where a squid fishery exists. The study further centres around the company’s existing markets, namely Spain and Italy, to establish whether demand exists to purchase this Californian squid specie. The reason for the study is that due to legislative and political issues growth in the squid industry in South Africa is limited. It is therefore considered pertinent to source further supply of product in order to expand its business. The aim of the study is establish whether it is feasible to expand the company’s operations internationally and does the outcome of this initial study warrant the development of an in depth business plan. In order to achieve these objectives the following approach was followed: A comprehensive literature study was conducted with regard to the industry internationally and locally; Interviews was conducted with independent experts such as attorneys and industry role players situated in California; Potential sellers of businesses were sourced in the California and interviews were arranged with these role players; The response to the interviews was measured against the literature study conducted and financial statements supplied.
- Full Text:
- Date Issued: 2009
- Authors: Botha, Gerald
- Date: 2009
- Subjects: Business planning -- South Africa Strategic planning -- South Africa , Seafood industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21604 , vital:29716
- Description: Talhado Fishing Enterprises (Pty) Ltd is a squid fishing company founded in 1988, with sea and land based freezing facilities. Operating from the East coast situated in the Port Elizabeth harbour, the company processes and packages its caught and bought out product for sales to its export customers situated in Spain and Italy. The company is privately owned, 38.8 percent owned by previously disadvantaged persons. This study examines the whether it would be feasible to expand its operations into the USA, namely into the California area where a squid fishery exists. The study further centres around the company’s existing markets, namely Spain and Italy, to establish whether demand exists to purchase this Californian squid specie. The reason for the study is that due to legislative and political issues growth in the squid industry in South Africa is limited. It is therefore considered pertinent to source further supply of product in order to expand its business. The aim of the study is establish whether it is feasible to expand the company’s operations internationally and does the outcome of this initial study warrant the development of an in depth business plan. In order to achieve these objectives the following approach was followed: A comprehensive literature study was conducted with regard to the industry internationally and locally; Interviews was conducted with independent experts such as attorneys and industry role players situated in California; Potential sellers of businesses were sourced in the California and interviews were arranged with these role players; The response to the interviews was measured against the literature study conducted and financial statements supplied.
- Full Text:
- Date Issued: 2009
Phases of sustainable development in small and medium enterprise (SME) retail outlets
- Authors: Brower, Marlon
- Date: 2009
- Subjects: Sustainable development -- South Africa -- Nelson Mandela Bay Municipality , Small business -- South Africa -- Nelson Mandela Bay Municipality , Outlet stores -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8806 , http://hdl.handle.net/10948/d1018506
- Description: SMEs play a vital role in the country. For the purpose of the study the focus was on SMEs in the Nelson Mandela Bay Municipality Jurisdiction. Businesses which met the SME criteria (refer to Chapter 1, Section 1.7.1), (Du Plessis, 1996: 162; Marx et al., 1998: 728) were included in this study. The study is formed around the aspects of business which contribute to the growth of the business in the long term. A specific study was conducted on the ethnic entrepreneur and the aspects that influence business growth. There are many factors which influence the growth of the business; for the purpose of this study, a specific focus was placed on: (1) knowledge with regard to business; (2) entrepreneurial culture; (3) brand management; (4) location of the business; (5) business relationships; and (6) cultural influences. These variables will determine how the growth of the business is ultimately influenced. The research can also discover from respondents what they view as important in their lives. The study then goes further to analyse whether the independent variables, as reacted to by the respondents, have a significant or non-significant effect on growth.
- Full Text:
- Date Issued: 2009
- Authors: Brower, Marlon
- Date: 2009
- Subjects: Sustainable development -- South Africa -- Nelson Mandela Bay Municipality , Small business -- South Africa -- Nelson Mandela Bay Municipality , Outlet stores -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8806 , http://hdl.handle.net/10948/d1018506
- Description: SMEs play a vital role in the country. For the purpose of the study the focus was on SMEs in the Nelson Mandela Bay Municipality Jurisdiction. Businesses which met the SME criteria (refer to Chapter 1, Section 1.7.1), (Du Plessis, 1996: 162; Marx et al., 1998: 728) were included in this study. The study is formed around the aspects of business which contribute to the growth of the business in the long term. A specific study was conducted on the ethnic entrepreneur and the aspects that influence business growth. There are many factors which influence the growth of the business; for the purpose of this study, a specific focus was placed on: (1) knowledge with regard to business; (2) entrepreneurial culture; (3) brand management; (4) location of the business; (5) business relationships; and (6) cultural influences. These variables will determine how the growth of the business is ultimately influenced. The research can also discover from respondents what they view as important in their lives. The study then goes further to analyse whether the independent variables, as reacted to by the respondents, have a significant or non-significant effect on growth.
- Full Text:
- Date Issued: 2009
The influence of the electricity distribution restructuring on the Nelson Mandela Bay Municipality
- Authors: Bukula, Mvuleni Joseph
- Date: 2009
- Subjects: Electric power distribution -- South Africa -- Nelson Mandela Bay Municipality , Electric power distribution -- Economic aspects -- South Africa , Electric power distribution -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8715 , http://hdl.handle.net/10948/928 , Electric power distribution -- South Africa -- Nelson Mandela Bay Municipality , Electric power distribution -- Economic aspects -- South Africa , Electric power distribution -- South Africa
- Description: The objective of this research is to assess the impact to the Nelson Mandela Bay Municipality due to ongoing Electricity Distribution Industry Restructuring in South Africa as directed by the Electricity Distribution Industry Holdings on behalf of the Department of Minerals and Energy’s adopted Electricity Distribution Blue Print Report of 2001. Literature review of scholarly literature was conducted on privatisation of public utilities that offered an international perspective on experiences of other countries that has undergone similar experiences of restructuring of public assets, the state of Electricity Supply Industry in South Africa with the demonstration of structural financial and physical flows and historical background of the restructuring, proposed future model and strategic plans to achieve the future goals. Research methodology and design was done through combination of the four-research types classification in their order of sophistication except the predictive research, namely exploratory, descriptive, and analytical or explanatory researches with a further inclusion of deductive research. The compilation of data through questionnaires was also employed. Perceptions on internal impact to the NMBM due to electricity services restructuring were solicited from the sample of the top management of the NMBM, the intention was to ensure the economies of scale, greater transparency and competition in terms of service delivery were sustained during and beyond Regional Electricity Distributor establishment. Financial position of NMBM as a critical instrument for its progress has to be protected to ensure it fulfils its constitutional development mandate. The findings of the research were in strong support of ensuring operational financial viability; to meet the legitimate employment, economic and social interest of all employees; development and implementation of change management strategies; and NMBM assuming leading role in the process.
- Full Text:
- Date Issued: 2009
- Authors: Bukula, Mvuleni Joseph
- Date: 2009
- Subjects: Electric power distribution -- South Africa -- Nelson Mandela Bay Municipality , Electric power distribution -- Economic aspects -- South Africa , Electric power distribution -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8715 , http://hdl.handle.net/10948/928 , Electric power distribution -- South Africa -- Nelson Mandela Bay Municipality , Electric power distribution -- Economic aspects -- South Africa , Electric power distribution -- South Africa
- Description: The objective of this research is to assess the impact to the Nelson Mandela Bay Municipality due to ongoing Electricity Distribution Industry Restructuring in South Africa as directed by the Electricity Distribution Industry Holdings on behalf of the Department of Minerals and Energy’s adopted Electricity Distribution Blue Print Report of 2001. Literature review of scholarly literature was conducted on privatisation of public utilities that offered an international perspective on experiences of other countries that has undergone similar experiences of restructuring of public assets, the state of Electricity Supply Industry in South Africa with the demonstration of structural financial and physical flows and historical background of the restructuring, proposed future model and strategic plans to achieve the future goals. Research methodology and design was done through combination of the four-research types classification in their order of sophistication except the predictive research, namely exploratory, descriptive, and analytical or explanatory researches with a further inclusion of deductive research. The compilation of data through questionnaires was also employed. Perceptions on internal impact to the NMBM due to electricity services restructuring were solicited from the sample of the top management of the NMBM, the intention was to ensure the economies of scale, greater transparency and competition in terms of service delivery were sustained during and beyond Regional Electricity Distributor establishment. Financial position of NMBM as a critical instrument for its progress has to be protected to ensure it fulfils its constitutional development mandate. The findings of the research were in strong support of ensuring operational financial viability; to meet the legitimate employment, economic and social interest of all employees; development and implementation of change management strategies; and NMBM assuming leading role in the process.
- Full Text:
- Date Issued: 2009
Implementing an environmental management system in an automative component manufacturing firm
- Authors: Da Fonseca, Carlos Manuel
- Date: 2009
- Subjects: Automobile industry and trade -- Environmental aspects -- South Africa , Manufacturing processes -- Environmental aspects -- South Africa , Management -- Environmental aspects -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8687 , http://hdl.handle.net/10948/1112 , Automobile industry and trade -- Environmental aspects -- South Africa , Manufacturing processes -- Environmental aspects -- South Africa , Management -- Environmental aspects -- South Africa
- Description: Environmental issues seem to be one of the most important topics in the globalised world. Organisations of all sizes are subject to pressure from suppliers, customers and governments to be more environmentally responsible. This research focuses on implementation of an Environmental Management System (EMS) in the automotive industry, both internationally and in South Africa, and examines the background and concepts of the International Organization for Standardization (ISO), as well as the key implementation phases associated with the implementation of an EMS, in accordance with ISO 14001. The problem statement of this research is to determine if it is possible to transfer, apply and sustain environmental concepts to small, medium or large organisations. The primary objectives of this research, therefore, were to determine: does implementation of an EMS provide economic benefits to organisations; what drives an organisation to first implement an EMS; does implementation of an EMS improve environmental awareness and performance; and what implementation barriers are faced by small, medium and large organisations. To achieve these objectives, a literary review and an empirical survey were conducted. The survey consisted of an electronic, self-administered questionnaire that was circulated to respondents at various automotive organisations. Data collected from completed, returned questionnaires were analysed and graphically presented to complete the research and achieve the primary research objectives toward solving the afore-mentioned problem statement. Based on the findings of this research, it can be concluded that there is much to gain from implementing an EMS.
- Full Text:
- Date Issued: 2009
- Authors: Da Fonseca, Carlos Manuel
- Date: 2009
- Subjects: Automobile industry and trade -- Environmental aspects -- South Africa , Manufacturing processes -- Environmental aspects -- South Africa , Management -- Environmental aspects -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8687 , http://hdl.handle.net/10948/1112 , Automobile industry and trade -- Environmental aspects -- South Africa , Manufacturing processes -- Environmental aspects -- South Africa , Management -- Environmental aspects -- South Africa
- Description: Environmental issues seem to be one of the most important topics in the globalised world. Organisations of all sizes are subject to pressure from suppliers, customers and governments to be more environmentally responsible. This research focuses on implementation of an Environmental Management System (EMS) in the automotive industry, both internationally and in South Africa, and examines the background and concepts of the International Organization for Standardization (ISO), as well as the key implementation phases associated with the implementation of an EMS, in accordance with ISO 14001. The problem statement of this research is to determine if it is possible to transfer, apply and sustain environmental concepts to small, medium or large organisations. The primary objectives of this research, therefore, were to determine: does implementation of an EMS provide economic benefits to organisations; what drives an organisation to first implement an EMS; does implementation of an EMS improve environmental awareness and performance; and what implementation barriers are faced by small, medium and large organisations. To achieve these objectives, a literary review and an empirical survey were conducted. The survey consisted of an electronic, self-administered questionnaire that was circulated to respondents at various automotive organisations. Data collected from completed, returned questionnaires were analysed and graphically presented to complete the research and achieve the primary research objectives toward solving the afore-mentioned problem statement. Based on the findings of this research, it can be concluded that there is much to gain from implementing an EMS.
- Full Text:
- Date Issued: 2009
An optimal skills development planning and implementation process flow model for local government
- Authors: Dowd-Krause, Amanda
- Date: 2009
- Subjects: Employees -- Training of -- South Africa -- Nelson Mandela Bay Municipality , Skilled labor -- South Africa -- Nelson Mandela Bay Municipality , Skilled labor -- Government policy -- South Africa -- Nelson Mandela Bay Municipality , Local government -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8668 , http://hdl.handle.net/10948/1211 , Employees -- Training of -- South Africa -- Nelson Mandela Bay Municipality , Skilled labor -- South Africa -- Nelson Mandela Bay Municipality , Skilled labor -- Government policy -- South Africa -- Nelson Mandela Bay Municipality , Local government -- South Africa -- Nelson Mandela Bay Municipality
- Description: The purpose of this study was to develop an optimal skills development planning and implementation process flow model for application within local government authorities, more specifically for application within the Nelson Mandela Bay Municipality. To achieve this, a literature review was conducted which provided for an understanding on how skills development structures and strategies have changed in recent times and how the laws which provide the framework and landscape for skills development in South Africa, have been adapted to accommodate these changes. The literature review continued with an analysis of various theoretical training and skills development models in order to determine an optimal systematic approach to training and development in South Africa, and to determine the sequential flow of skills planning and implementation process flow steps. From the literature and theoretical models, an all-embracing skills development planning and implementation process flow model was developed for implementation in local government authorities. This model was used as the basis for the development of a survey questionnaire to establish to what extent metropolitan municipalities, agreed or disagreed, that it implemented the aspects of the proposed model developed in this study. Structured interviews were conducted using the survey questionnaire. The results obtained were used to adapt the theoretical model, and to align it with the viewpoints of the majority of the respondents. Although various facets of skills development were found to be implemented across metropolitan municipalities, the majority of the municipalities did not apply optimal skills planning, nor did they apply optimal sequential process steps to ensure effective and efficient skills development. iv The empirical study established without a doubt that a dire need exists for an optimal skills development planning and implementation process flow model within local government authorities. Based on the analysis and interpretation of the research findings, the model proposed for local government authorities was customised to produce a process flow model to facilitate optimal skills development planning and implementation within the Nelson Mandela Bay Municipality.
- Full Text:
- Date Issued: 2009
- Authors: Dowd-Krause, Amanda
- Date: 2009
- Subjects: Employees -- Training of -- South Africa -- Nelson Mandela Bay Municipality , Skilled labor -- South Africa -- Nelson Mandela Bay Municipality , Skilled labor -- Government policy -- South Africa -- Nelson Mandela Bay Municipality , Local government -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8668 , http://hdl.handle.net/10948/1211 , Employees -- Training of -- South Africa -- Nelson Mandela Bay Municipality , Skilled labor -- South Africa -- Nelson Mandela Bay Municipality , Skilled labor -- Government policy -- South Africa -- Nelson Mandela Bay Municipality , Local government -- South Africa -- Nelson Mandela Bay Municipality
- Description: The purpose of this study was to develop an optimal skills development planning and implementation process flow model for application within local government authorities, more specifically for application within the Nelson Mandela Bay Municipality. To achieve this, a literature review was conducted which provided for an understanding on how skills development structures and strategies have changed in recent times and how the laws which provide the framework and landscape for skills development in South Africa, have been adapted to accommodate these changes. The literature review continued with an analysis of various theoretical training and skills development models in order to determine an optimal systematic approach to training and development in South Africa, and to determine the sequential flow of skills planning and implementation process flow steps. From the literature and theoretical models, an all-embracing skills development planning and implementation process flow model was developed for implementation in local government authorities. This model was used as the basis for the development of a survey questionnaire to establish to what extent metropolitan municipalities, agreed or disagreed, that it implemented the aspects of the proposed model developed in this study. Structured interviews were conducted using the survey questionnaire. The results obtained were used to adapt the theoretical model, and to align it with the viewpoints of the majority of the respondents. Although various facets of skills development were found to be implemented across metropolitan municipalities, the majority of the municipalities did not apply optimal skills planning, nor did they apply optimal sequential process steps to ensure effective and efficient skills development. iv The empirical study established without a doubt that a dire need exists for an optimal skills development planning and implementation process flow model within local government authorities. Based on the analysis and interpretation of the research findings, the model proposed for local government authorities was customised to produce a process flow model to facilitate optimal skills development planning and implementation within the Nelson Mandela Bay Municipality.
- Full Text:
- Date Issued: 2009
The effectiveness of succession planning in SARS enforcement Port Elizabeth
- Authors: Erasmus, Lynne
- Date: 2009
- Subjects: Executive succession , Manpower planning , Strategic planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8669 , http://hdl.handle.net/10948/1208 , Executive succession , Manpower planning , Strategic planning
- Description: This research study addressed the importance of succession planning for the organisations’ survival, which depends on the continuous supply of competent, experienced and well trained managers. It addresses the problem of determining the strategies that can be used by SARS Enforcement Port Elizabeth to manage succession planning effectively. To achieve this objective a comprehensive literature study was performed to determine the views on various succession planning models. The literature review serves as a model in the development of a guideline for SARS Enforcement Port Elizabeth management to manage succession planning. An interview was conducted with the Human Resource Manager and Middle management from the various departments who were requested to complete a questionnaire in order to determine the current practices of succession planning. The questionnaire was developed in accordance with the findings from the research. A pilot study was conducted to evaluate the relevance of the study to the problem questions and to evaluate whether the questionnaire will be easily understood. The answers of the respondents were analysed and compared to the findings of the literature study. The information obtained from the literature study and from the respondents resulted in various recommendations and conclusions.
- Full Text:
- Date Issued: 2009
- Authors: Erasmus, Lynne
- Date: 2009
- Subjects: Executive succession , Manpower planning , Strategic planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8669 , http://hdl.handle.net/10948/1208 , Executive succession , Manpower planning , Strategic planning
- Description: This research study addressed the importance of succession planning for the organisations’ survival, which depends on the continuous supply of competent, experienced and well trained managers. It addresses the problem of determining the strategies that can be used by SARS Enforcement Port Elizabeth to manage succession planning effectively. To achieve this objective a comprehensive literature study was performed to determine the views on various succession planning models. The literature review serves as a model in the development of a guideline for SARS Enforcement Port Elizabeth management to manage succession planning. An interview was conducted with the Human Resource Manager and Middle management from the various departments who were requested to complete a questionnaire in order to determine the current practices of succession planning. The questionnaire was developed in accordance with the findings from the research. A pilot study was conducted to evaluate the relevance of the study to the problem questions and to evaluate whether the questionnaire will be easily understood. The answers of the respondents were analysed and compared to the findings of the literature study. The information obtained from the literature study and from the respondents resulted in various recommendations and conclusions.
- Full Text:
- Date Issued: 2009
Evaluating the success of total productive maintenance at Faurecia interior systems
- Faber, John Cornelius Jacobus
- Authors: Faber, John Cornelius Jacobus
- Date: 2009
- Subjects: Total productive maintenance -- South Africa , Total quality management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8670 , http://hdl.handle.net/10948/1206 , Total productive maintenance -- South Africa , Total quality management -- South Africa
- Description: Manufacturing processes should operate at optimal levels in order to remain competitive in current economic environment. The optimal manufacturing performance can be achieved by overall equipment efficiency which is also a measurement for Total Productive Maintenance (TPM). The successful implementation of TPM has been evaluated at Faurecia Interior Systems. The research consisted out of a literature review into the elements and benefits of TPM. A questionnaire was sent to all operator level personnel at Faurecia Interior Systems to establish their views on the implementation level of TPM at the East London site. In conclusion, this research paper has also led to the development of recommendations which should improve TPM at the site.
- Full Text:
- Date Issued: 2009
- Authors: Faber, John Cornelius Jacobus
- Date: 2009
- Subjects: Total productive maintenance -- South Africa , Total quality management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8670 , http://hdl.handle.net/10948/1206 , Total productive maintenance -- South Africa , Total quality management -- South Africa
- Description: Manufacturing processes should operate at optimal levels in order to remain competitive in current economic environment. The optimal manufacturing performance can be achieved by overall equipment efficiency which is also a measurement for Total Productive Maintenance (TPM). The successful implementation of TPM has been evaluated at Faurecia Interior Systems. The research consisted out of a literature review into the elements and benefits of TPM. A questionnaire was sent to all operator level personnel at Faurecia Interior Systems to establish their views on the implementation level of TPM at the East London site. In conclusion, this research paper has also led to the development of recommendations which should improve TPM at the site.
- Full Text:
- Date Issued: 2009
An examination of an incentive system to maximize performance in an automobile manufacturing environment
- Authors: Fourie, Dawie
- Date: 2009
- Subjects: Daimlerchrysler -- South Africa -- Eastern Cape Incentives in industry -- South Africa -- Eastern Cape Automobile industry and trade -- South Africa -- Eastern Cape Automobile industry workers -- South Africa -- Eastern Cape -- Performance Performance -- Management -- South Africa -- Eastern Cape -- Case studies Employee motivation -- South Africa -- Eastern Cape -- Case studies Goal setting in personnel management -- South Africa -- Eastern Cape -- Case studies Achievement motivation -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:745 , http://hdl.handle.net/10962/d1003866
- Description: This investigation was undertaken to explore an incentive system to maximize performance in an automotive manufacturing environment. The unit under study was a motor manufacturing company in the Eastern Cape in South Africa. The approach to this investigation was to start with a quantitative analysis to identify if there was a relationship between the incentive reward and employee satisfaction. This was to be done by correlation analysis between the Job Descriptive Index (JDI) and the performance related incentive reward (PBR) of the abovementioned company. The data was then used to develop an interview guide, which was used in a focus group study, to evaluate the current incentive system as a motivator of performance. The analysis of the qualitative interview data was to be done through the use of thematic analysis. Using a percentage based estimation per production line, 150 workers were selected from the 2100 shop floor workers. The Job Descriptive Index (JDI) questionnaires were used to measure the satisfaction index of the workers. The performance data was gathered from the company's incentive statistics over the past year, 2004. All other related data was obtained though thematic analysis by the researcher, who was interested to get the insiders' view. From the emic perspective, more data could be obtained by the researcher by probing with follow-up questions. After both the quantitative and qualitative procedures were completed, the results of the study were found to be much the same as those described in the reviewed literature. The quantitative analysis did not prove a significant correlation between incentive reward and satisfaction; and employees were most satisfied with work, supervision and co-workers and less satisfied with pay and promotion. The qualitative procedure (thematic analysis) highlighted that the current reward system was not motivating performance, but rather demoralised employees, as it was used as a punitive measure to encourage work attendance. The current system also confirmed the error made by many organisations, where the organization purely concentrates on motivating employees with extrinsic rewards and little thought is given to intrinsic recognition.
- Full Text:
- Date Issued: 2009
- Authors: Fourie, Dawie
- Date: 2009
- Subjects: Daimlerchrysler -- South Africa -- Eastern Cape Incentives in industry -- South Africa -- Eastern Cape Automobile industry and trade -- South Africa -- Eastern Cape Automobile industry workers -- South Africa -- Eastern Cape -- Performance Performance -- Management -- South Africa -- Eastern Cape -- Case studies Employee motivation -- South Africa -- Eastern Cape -- Case studies Goal setting in personnel management -- South Africa -- Eastern Cape -- Case studies Achievement motivation -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:745 , http://hdl.handle.net/10962/d1003866
- Description: This investigation was undertaken to explore an incentive system to maximize performance in an automotive manufacturing environment. The unit under study was a motor manufacturing company in the Eastern Cape in South Africa. The approach to this investigation was to start with a quantitative analysis to identify if there was a relationship between the incentive reward and employee satisfaction. This was to be done by correlation analysis between the Job Descriptive Index (JDI) and the performance related incentive reward (PBR) of the abovementioned company. The data was then used to develop an interview guide, which was used in a focus group study, to evaluate the current incentive system as a motivator of performance. The analysis of the qualitative interview data was to be done through the use of thematic analysis. Using a percentage based estimation per production line, 150 workers were selected from the 2100 shop floor workers. The Job Descriptive Index (JDI) questionnaires were used to measure the satisfaction index of the workers. The performance data was gathered from the company's incentive statistics over the past year, 2004. All other related data was obtained though thematic analysis by the researcher, who was interested to get the insiders' view. From the emic perspective, more data could be obtained by the researcher by probing with follow-up questions. After both the quantitative and qualitative procedures were completed, the results of the study were found to be much the same as those described in the reviewed literature. The quantitative analysis did not prove a significant correlation between incentive reward and satisfaction; and employees were most satisfied with work, supervision and co-workers and less satisfied with pay and promotion. The qualitative procedure (thematic analysis) highlighted that the current reward system was not motivating performance, but rather demoralised employees, as it was used as a punitive measure to encourage work attendance. The current system also confirmed the error made by many organisations, where the organization purely concentrates on motivating employees with extrinsic rewards and little thought is given to intrinsic recognition.
- Full Text:
- Date Issued: 2009
The impact of service quality perceptions on the service delivery of a financial aid office at a metropolitan university
- Authors: Gallant, Brian
- Date: 2009
- Subjects: Student aid -- South Africa -- Port Elizabeth , Education, Higher -- South Africa -- Port Elizabeth -- Finance , Student loans -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8711 , http://hdl.handle.net/10948/955 , Student aid -- South Africa -- Port Elizabeth , Education, Higher -- South Africa -- Port Elizabeth -- Finance , Student loans -- South Africa -- Port Elizabeth
- Description: Greater access to education for many South Africans is inextricably linked to the development of the country and its collective ability to deal with the many socio– economic challenges it presently faces. The availability of financial aid at Higher Education Institutions to support financially needy and academically deserving students as part of a comprehensive programme to address the need for skills development, socio–economic backlogs and imbalances that exist in the country is supported by various Government Departments, private donors and Higher Education Institutions. Financial Aid Offices responsible for the distribution of both public and private donor funding, face various challenges at South African universities in their endeavours to render quality service and prompt service delivery to their clients, the students who are the recipients of this funding. The present study attempts to identify the most important service quality dimensions relevant to effective and efficient service delivery in the Financial Aid Office at the Nelson Mandela Metropolitan University. Furthermore, this study aims to assess the performance of the Financial Aid Office to provide possible recommendations with a view to improving service delivery at the Nelson Mandela Metropolitan University. Against this background, the primary objective of this study is to measure financial aid students’ perceptions of service quality with a Financial Aid Office at a Higher Education Institution and estimate the effect these perceptions have on service delivery. All bursary and loan awardees from 2008, that is, only students who were successful in their financial aid applications for 2008, were invited to collect and complete a questionnaire at the Financial Aid Office at the Nelson Mandela Metropolitan University. v The measuring instrument used was a self-administered, structured questionnaire divided into two sections. Section A measured service quality perceptions of the Financial Aid Office of the Nelson Mandela Metropolitan University and Section B measured personal data of the respondents. A total of 500 questionnaires was distributed of which 228 were returned, yielding a final sample of 204 that could be statistically analysed. Descriptive statistics were used to analyse the empirical results. Overall, the results show that respondents were, by and large, satisfied with the service rendered by the Financial Aid Office at the Nelson Mandela Metropolitan University. Thus, perceptions of the five service quality dimensions measured in this study were favourable, implying that respondents did not have any major problems with the present service offering of the Financial Aid Office. It is important to note that while these results indicate favourable perceptions of service quality of the Financial Aid office at one point in time, they will not necessarily be permanent. The Financial Aid Office must therefore ensure that it continues to build on this valuable strength. Specifically, the Financial Aid Office should continue delivering this level of quality of service and concentrate on improving the service quality of the items in the questionnaire with the lowest mean scores. Service quality is an important construct and needs to be assessed in Financial Aid Offices to ensure the desired outcome of producing more graduates, especially from financially needy and academically deserving backgrounds. Students, as customers, deserve the best service, as they would expect from any other service provider such as a bank or a supermarket. The strengths of this Financial Aid Office can serve to assist other universities in providing a positive student experience through the delivery of a quality service.
- Full Text:
- Date Issued: 2009
- Authors: Gallant, Brian
- Date: 2009
- Subjects: Student aid -- South Africa -- Port Elizabeth , Education, Higher -- South Africa -- Port Elizabeth -- Finance , Student loans -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8711 , http://hdl.handle.net/10948/955 , Student aid -- South Africa -- Port Elizabeth , Education, Higher -- South Africa -- Port Elizabeth -- Finance , Student loans -- South Africa -- Port Elizabeth
- Description: Greater access to education for many South Africans is inextricably linked to the development of the country and its collective ability to deal with the many socio– economic challenges it presently faces. The availability of financial aid at Higher Education Institutions to support financially needy and academically deserving students as part of a comprehensive programme to address the need for skills development, socio–economic backlogs and imbalances that exist in the country is supported by various Government Departments, private donors and Higher Education Institutions. Financial Aid Offices responsible for the distribution of both public and private donor funding, face various challenges at South African universities in their endeavours to render quality service and prompt service delivery to their clients, the students who are the recipients of this funding. The present study attempts to identify the most important service quality dimensions relevant to effective and efficient service delivery in the Financial Aid Office at the Nelson Mandela Metropolitan University. Furthermore, this study aims to assess the performance of the Financial Aid Office to provide possible recommendations with a view to improving service delivery at the Nelson Mandela Metropolitan University. Against this background, the primary objective of this study is to measure financial aid students’ perceptions of service quality with a Financial Aid Office at a Higher Education Institution and estimate the effect these perceptions have on service delivery. All bursary and loan awardees from 2008, that is, only students who were successful in their financial aid applications for 2008, were invited to collect and complete a questionnaire at the Financial Aid Office at the Nelson Mandela Metropolitan University. v The measuring instrument used was a self-administered, structured questionnaire divided into two sections. Section A measured service quality perceptions of the Financial Aid Office of the Nelson Mandela Metropolitan University and Section B measured personal data of the respondents. A total of 500 questionnaires was distributed of which 228 were returned, yielding a final sample of 204 that could be statistically analysed. Descriptive statistics were used to analyse the empirical results. Overall, the results show that respondents were, by and large, satisfied with the service rendered by the Financial Aid Office at the Nelson Mandela Metropolitan University. Thus, perceptions of the five service quality dimensions measured in this study were favourable, implying that respondents did not have any major problems with the present service offering of the Financial Aid Office. It is important to note that while these results indicate favourable perceptions of service quality of the Financial Aid office at one point in time, they will not necessarily be permanent. The Financial Aid Office must therefore ensure that it continues to build on this valuable strength. Specifically, the Financial Aid Office should continue delivering this level of quality of service and concentrate on improving the service quality of the items in the questionnaire with the lowest mean scores. Service quality is an important construct and needs to be assessed in Financial Aid Offices to ensure the desired outcome of producing more graduates, especially from financially needy and academically deserving backgrounds. Students, as customers, deserve the best service, as they would expect from any other service provider such as a bank or a supermarket. The strengths of this Financial Aid Office can serve to assist other universities in providing a positive student experience through the delivery of a quality service.
- Full Text:
- Date Issued: 2009
Improving the service quality of taxi operators in the Nelson Mandela Bay
- Authors: Gule, Xolile Michael
- Date: 2009
- Subjects: Service industries -- Quality control , Customer services -- Quality control , Transportation -- South Africa , Taxicabs -- South Africa , Quality Service
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8685 , http://hdl.handle.net/10948/1115 , Service industries -- Quality control , Customer services -- Quality control , Transportation -- South Africa , Taxicabs -- South Africa , Quality Service
- Description: The study focused on the taxi industry as a services industry due to its contribution to the economies of both developed and the developing countries. The purpose of this study was to investigate ways to improve service delivery in the South African taxi industry. This industry is one of the underperforming industries in South Africa with regard to service quality due to over-serviced taxi routes and a lack of information about the needs and desires of the taxi commuters. The primary objective of this study was to investigate how to improve the service quality of taxi operators in the Nelson Mandela Bay by applying theories and concepts of services marketing and total quality management (TQM). More specifically, the study investigated whether taxi drivers have the required knowledge of services marketing and service quality, and what service quality challenges taxi drivers and commuters face. The sample consisted of 20 taxi drivers and 101 student commuters using taxis on the Port Elizabeth routes. The empirical results showed that taxi drivers perform unsatisfactorily on the four TQM elements: leadership, employee involvement, product/ process excellence and customer focus. The results also reflected the general perception in the Eastern Cape that taxi service quality is poor. Of the five service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy), the taxi drivers performed the best in reliability and the worst in empathy. The empirical results further suggested that taxi services do not meet the expectations of commuters, as deficits were reported between expectations and perceptions of actual service quality. The different quality dimensions used in the measurement of taxi service quality and their empirical results could provide a guideline to taxi service leadership and government on the critical aspects of taxi service quality.
- Full Text:
- Date Issued: 2009
- Authors: Gule, Xolile Michael
- Date: 2009
- Subjects: Service industries -- Quality control , Customer services -- Quality control , Transportation -- South Africa , Taxicabs -- South Africa , Quality Service
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8685 , http://hdl.handle.net/10948/1115 , Service industries -- Quality control , Customer services -- Quality control , Transportation -- South Africa , Taxicabs -- South Africa , Quality Service
- Description: The study focused on the taxi industry as a services industry due to its contribution to the economies of both developed and the developing countries. The purpose of this study was to investigate ways to improve service delivery in the South African taxi industry. This industry is one of the underperforming industries in South Africa with regard to service quality due to over-serviced taxi routes and a lack of information about the needs and desires of the taxi commuters. The primary objective of this study was to investigate how to improve the service quality of taxi operators in the Nelson Mandela Bay by applying theories and concepts of services marketing and total quality management (TQM). More specifically, the study investigated whether taxi drivers have the required knowledge of services marketing and service quality, and what service quality challenges taxi drivers and commuters face. The sample consisted of 20 taxi drivers and 101 student commuters using taxis on the Port Elizabeth routes. The empirical results showed that taxi drivers perform unsatisfactorily on the four TQM elements: leadership, employee involvement, product/ process excellence and customer focus. The results also reflected the general perception in the Eastern Cape that taxi service quality is poor. Of the five service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy), the taxi drivers performed the best in reliability and the worst in empathy. The empirical results further suggested that taxi services do not meet the expectations of commuters, as deficits were reported between expectations and perceptions of actual service quality. The different quality dimensions used in the measurement of taxi service quality and their empirical results could provide a guideline to taxi service leadership and government on the critical aspects of taxi service quality.
- Full Text:
- Date Issued: 2009
Factors influencing job satisfaction
- Authors: Hansia, Bradley L
- Date: 2009
- Subjects: Job satisfaction
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8688 , http://hdl.handle.net/10948/1111 , Job satisfaction
- Description: The harassed boss who faces an office full of mutinous, recalcitrant staff every morning may not believe it, but half of South Africa’s employees love their jobs and their employers. That’s according to TNS Research Surveys, which recently released the results of a survey into employee wellbeing and commitment. TNS director Neil Higgs issued a caution, though: because of the tough economic times, employers are likely to be stuck with the malcontents among their staff for longer than they might like (Ferreira, 2009). From the above mentioned it can be deduced that there are many employees who are currently not satisfied with their jobs. This poses a danger for employers and their productivity, as an unsatisfied employee is likely to be an unproductive employee. Satisfied employees are likely to make a better contribution to the economic growth of this country as more drive and motivation will be shown in the workplace. In these tough economic times, those employees who are not satisfied with their jobs are less likely to find employment elsewhere as mentioned above. The main purpose of this research paper was to identify certain factors impacting on job satisfaction. The first step was to complete a literature study on the selected factors which impacts on job satisfaction. The factors selected were that of recruitment and selection, rewards offered by employers, personality of employees and leadership characteristics of superiors. The literature study revealed which methods to use in attempting to deal with the selected factors impacting on job satisfaction. Secondly, the views of staff in various departments and views of staff specifically in the Human Resources department of the selected company were asked various questions in an empirical study. These questions were based on the selected factors mentioned in the previous paragraph, this involved them completing questionnaires. v Based on the findings of the literature study and the empirical study, the last step was to make recommendations to the selected company on how to improve job satisfaction of employees. Recommendations were also made as to what to look for to make it easier in recruiting new employees, who are likely to have enhanced job satisfaction for the good of the company.
- Full Text:
- Date Issued: 2009
- Authors: Hansia, Bradley L
- Date: 2009
- Subjects: Job satisfaction
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8688 , http://hdl.handle.net/10948/1111 , Job satisfaction
- Description: The harassed boss who faces an office full of mutinous, recalcitrant staff every morning may not believe it, but half of South Africa’s employees love their jobs and their employers. That’s according to TNS Research Surveys, which recently released the results of a survey into employee wellbeing and commitment. TNS director Neil Higgs issued a caution, though: because of the tough economic times, employers are likely to be stuck with the malcontents among their staff for longer than they might like (Ferreira, 2009). From the above mentioned it can be deduced that there are many employees who are currently not satisfied with their jobs. This poses a danger for employers and their productivity, as an unsatisfied employee is likely to be an unproductive employee. Satisfied employees are likely to make a better contribution to the economic growth of this country as more drive and motivation will be shown in the workplace. In these tough economic times, those employees who are not satisfied with their jobs are less likely to find employment elsewhere as mentioned above. The main purpose of this research paper was to identify certain factors impacting on job satisfaction. The first step was to complete a literature study on the selected factors which impacts on job satisfaction. The factors selected were that of recruitment and selection, rewards offered by employers, personality of employees and leadership characteristics of superiors. The literature study revealed which methods to use in attempting to deal with the selected factors impacting on job satisfaction. Secondly, the views of staff in various departments and views of staff specifically in the Human Resources department of the selected company were asked various questions in an empirical study. These questions were based on the selected factors mentioned in the previous paragraph, this involved them completing questionnaires. v Based on the findings of the literature study and the empirical study, the last step was to make recommendations to the selected company on how to improve job satisfaction of employees. Recommendations were also made as to what to look for to make it easier in recruiting new employees, who are likely to have enhanced job satisfaction for the good of the company.
- Full Text:
- Date Issued: 2009
Economic diversification of a mining town: a case study of Oranjemund
- Authors: Helmuth, Angelo
- Date: 2009
- Subjects: Economic development -- Namibia -- Oranjemund -- Case studies Mineral industries -- Namibia -- Oranjemund -- Case studies Sustainable development -- Namibia -- Oranjemund
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:723 , http://hdl.handle.net/10962/d1003843
- Description: Can mining industries and mining based localities promote Local Economic Development (LED)? This case study, on the mining town of Oranjemund, seeks to examine the economic diversification prospects of the town. Stakeholder views are considered and their aspirations determined, through an interview process. Relevant theories on economic development, growth and sustainability are outline. Lessons are drawn from local and international empirical studies on mining towns. The roles and contributions stakeholders and institutions could realize that could lead to local economic diversification and LED are defined. The opportunities and threats that could affect the town’s LED process are identified. This paper concludes that it is imperative that sound relationships be developed amongst key stakeholders. It further, recommends that a strategic LED plan be designed for Oranjemund and that national government, through the regional and local authority, lead the process.
- Full Text:
- Date Issued: 2009
- Authors: Helmuth, Angelo
- Date: 2009
- Subjects: Economic development -- Namibia -- Oranjemund -- Case studies Mineral industries -- Namibia -- Oranjemund -- Case studies Sustainable development -- Namibia -- Oranjemund
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:723 , http://hdl.handle.net/10962/d1003843
- Description: Can mining industries and mining based localities promote Local Economic Development (LED)? This case study, on the mining town of Oranjemund, seeks to examine the economic diversification prospects of the town. Stakeholder views are considered and their aspirations determined, through an interview process. Relevant theories on economic development, growth and sustainability are outline. Lessons are drawn from local and international empirical studies on mining towns. The roles and contributions stakeholders and institutions could realize that could lead to local economic diversification and LED are defined. The opportunities and threats that could affect the town’s LED process are identified. This paper concludes that it is imperative that sound relationships be developed amongst key stakeholders. It further, recommends that a strategic LED plan be designed for Oranjemund and that national government, through the regional and local authority, lead the process.
- Full Text:
- Date Issued: 2009
Good practice guidelines for improving educator morale
- Authors: Hendricks, Estelle
- Date: 2009
- Subjects: Teacher morale -- South Africa , Teachers -- Job stress -- South Africa , Teachers -- Job satisfaction -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8665 , http://hdl.handle.net/10948/1247 , Teacher morale -- South Africa , Teachers -- Job stress -- South Africa , Teachers -- Job satisfaction -- South Africa
- Description: The morale of educators in certain schools is very low. From the literature review I concluded that not all schools experience low morale in the same way. There are different factors impacting on the morale of educators at different schools. In this study, the causes of low educator morale, indicators of low morale, the importance of high morale and how low morale can be dealt with were addressed in order to provide guidelines to improve low morale. An empirical study was conducted and 2 schools in the Northern Areas of Port Elizabeth were used in this case study to establish to what measure the educators are exposed to the abovementioned variables. The data was analysed qualitatively and quantitatively. South Africa is divided into different demographic areas. The majority of people living in the communities where these schools are located are poor, unskilled, unemployed and the crime levels are very high. The socio-economic context within which these schools are located also has an impact on the morale of the educators at these schools and it affects their working lives. Educators, SMTs and principals took part in the empirical study so that their views can be compared and to facilitate the researcher to make recommendations on improving low educator morale. The research outcomes were analysed and deductions, recommendations and a need for further research were given. The empirical and literature study emphasised that the morale of educators is low in the schools and this morale status impacts on learners’ achievements, the health of the educators and the health of the institution. The educators in this study ranked their own morale status as low and some of the causes of the low morale according to the empirical study are lack of resources, ill-disciplined learners, uninvolved parents and an ineffective management style of the principal.
- Full Text:
- Date Issued: 2009
- Authors: Hendricks, Estelle
- Date: 2009
- Subjects: Teacher morale -- South Africa , Teachers -- Job stress -- South Africa , Teachers -- Job satisfaction -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8665 , http://hdl.handle.net/10948/1247 , Teacher morale -- South Africa , Teachers -- Job stress -- South Africa , Teachers -- Job satisfaction -- South Africa
- Description: The morale of educators in certain schools is very low. From the literature review I concluded that not all schools experience low morale in the same way. There are different factors impacting on the morale of educators at different schools. In this study, the causes of low educator morale, indicators of low morale, the importance of high morale and how low morale can be dealt with were addressed in order to provide guidelines to improve low morale. An empirical study was conducted and 2 schools in the Northern Areas of Port Elizabeth were used in this case study to establish to what measure the educators are exposed to the abovementioned variables. The data was analysed qualitatively and quantitatively. South Africa is divided into different demographic areas. The majority of people living in the communities where these schools are located are poor, unskilled, unemployed and the crime levels are very high. The socio-economic context within which these schools are located also has an impact on the morale of the educators at these schools and it affects their working lives. Educators, SMTs and principals took part in the empirical study so that their views can be compared and to facilitate the researcher to make recommendations on improving low educator morale. The research outcomes were analysed and deductions, recommendations and a need for further research were given. The empirical and literature study emphasised that the morale of educators is low in the schools and this morale status impacts on learners’ achievements, the health of the educators and the health of the institution. The educators in this study ranked their own morale status as low and some of the causes of the low morale according to the empirical study are lack of resources, ill-disciplined learners, uninvolved parents and an ineffective management style of the principal.
- Full Text:
- Date Issued: 2009
The development of best practice guidelines that will assist small businesses planning
- Authors: Kemp, John Morne
- Date: 2009
- Subjects: Small business-- Finance , New business enterprises -- Finance , New business enterprises -- Planning , Business planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8799 , http://hdl.handle.net/10948/d1016153
- Description: The research problem addressed in this study was to provide a planning guideline for Small, Medium and Micro Enterprises (SMME’s) to assist them to plan more effectively and be sustainable in their businesses. A guideline for planning is needed, as planning is one of the most difficult activities a business owner needs to undertake. Yet it is essential to do because, before taking action, you must know where you are going and how to get there. Well-developed plans can assist the business owner to interest banks and/or investors to invest in the business, guide the owner in operating the business, give direction to and motivate employees, and provide an environment to attract customers and prospective employees. To become an effective business owner, one must look ahead. Planning, which is the process of setting objectives and devising actions to achieve those objectives are imperative to be sustainable in business. The findings of the literature survey clearly highlights the reasons why a business owner needs to plan and provide a guideline how to plan. It was found in the empirical study that Standard Bank rate the SMME market as a very valuable part of their business. The SMME market has a benefit to various departments within the bank, not only the SMME business market. The empirical study also found that not every entrepreneur that holds a business plan is successful. Many reasons for this exist. One aspect that was identified, is that the wrong idea was implemented. The empirical study revealed that in all respondents agreed that planning forms an integral part of the entrepreneurs business. The empirical study found that a business plan will assist the entrepreneur to be sustainable in their business, only if a thorough feasibility study was conducted. The respondents agreed that the feasibility study, will either support or contradict the assumptions made in the business plan, this will assist the entrepreneur to decide to either continue or end the business activity. It was found that the entrepreneur, with especially a financial expert should be involved when a business planning is undertaken. Other experts in the various business arenas should also be requested to assist with the setting up of the business plan.
- Full Text:
- Date Issued: 2009
- Authors: Kemp, John Morne
- Date: 2009
- Subjects: Small business-- Finance , New business enterprises -- Finance , New business enterprises -- Planning , Business planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8799 , http://hdl.handle.net/10948/d1016153
- Description: The research problem addressed in this study was to provide a planning guideline for Small, Medium and Micro Enterprises (SMME’s) to assist them to plan more effectively and be sustainable in their businesses. A guideline for planning is needed, as planning is one of the most difficult activities a business owner needs to undertake. Yet it is essential to do because, before taking action, you must know where you are going and how to get there. Well-developed plans can assist the business owner to interest banks and/or investors to invest in the business, guide the owner in operating the business, give direction to and motivate employees, and provide an environment to attract customers and prospective employees. To become an effective business owner, one must look ahead. Planning, which is the process of setting objectives and devising actions to achieve those objectives are imperative to be sustainable in business. The findings of the literature survey clearly highlights the reasons why a business owner needs to plan and provide a guideline how to plan. It was found in the empirical study that Standard Bank rate the SMME market as a very valuable part of their business. The SMME market has a benefit to various departments within the bank, not only the SMME business market. The empirical study also found that not every entrepreneur that holds a business plan is successful. Many reasons for this exist. One aspect that was identified, is that the wrong idea was implemented. The empirical study revealed that in all respondents agreed that planning forms an integral part of the entrepreneurs business. The empirical study found that a business plan will assist the entrepreneur to be sustainable in their business, only if a thorough feasibility study was conducted. The respondents agreed that the feasibility study, will either support or contradict the assumptions made in the business plan, this will assist the entrepreneur to decide to either continue or end the business activity. It was found that the entrepreneur, with especially a financial expert should be involved when a business planning is undertaken. Other experts in the various business arenas should also be requested to assist with the setting up of the business plan.
- Full Text:
- Date Issued: 2009
The value of measuring brand equity: the Ceres Fruit Juices case
- Authors: Khumalo, Wilson Mdala
- Date: 2009
- Subjects: Brand name products -- Management -- Case studies , Branding (Marketing) , Customer relations -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8707 , http://hdl.handle.net/10948/995 , Brand name products -- Management -- Case studies , Branding (Marketing) , Customer relations -- Management
- Description: Measuring brand equity is an important brand management function but, the appropriateness of brand equity measurement methods remain a concern. This study applied levels three of brand equity measurement approach to have an understanding of consumers’ brand perception. It is hoped that this understanding could give brand managers the necessary tool to develop and deploy effective and efficient brand management strategies and tactics. At Ceres Fruit Juices (CFJ), brand equity is used to improve competitive marketing actions, gain larger margins, intermediary co-operation and management support for brand extension. This study measures CFJ Brand equity to understand consumers’ perception so that this understanding can be used to develop responsive brand management strategies and tactics. Brand equity measurement methods and model found in the literature shows that measurement success depends on the suitability of the method used. However, customers’ perception is at the centre of brand equity measurement approach – level three used in this study. With merger and acquisition taking place at Ceres Fruit Juices, brand equity measurement emerged as an important brand management function to leverage real brand value. This would inevitably lead to an improvement in customer service through adequate understanding of customers brand perception. Understanding gives brand managers the necessary tool to deploy responsive and efficient brand management strategies and tactics to lessen the severity of the negative impact merger and acquisition may have on brand equity. Thus, this study found measurement model and method to be an essential element of brand equity measurement.
- Full Text:
- Date Issued: 2009
- Authors: Khumalo, Wilson Mdala
- Date: 2009
- Subjects: Brand name products -- Management -- Case studies , Branding (Marketing) , Customer relations -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8707 , http://hdl.handle.net/10948/995 , Brand name products -- Management -- Case studies , Branding (Marketing) , Customer relations -- Management
- Description: Measuring brand equity is an important brand management function but, the appropriateness of brand equity measurement methods remain a concern. This study applied levels three of brand equity measurement approach to have an understanding of consumers’ brand perception. It is hoped that this understanding could give brand managers the necessary tool to develop and deploy effective and efficient brand management strategies and tactics. At Ceres Fruit Juices (CFJ), brand equity is used to improve competitive marketing actions, gain larger margins, intermediary co-operation and management support for brand extension. This study measures CFJ Brand equity to understand consumers’ perception so that this understanding can be used to develop responsive brand management strategies and tactics. Brand equity measurement methods and model found in the literature shows that measurement success depends on the suitability of the method used. However, customers’ perception is at the centre of brand equity measurement approach – level three used in this study. With merger and acquisition taking place at Ceres Fruit Juices, brand equity measurement emerged as an important brand management function to leverage real brand value. This would inevitably lead to an improvement in customer service through adequate understanding of customers brand perception. Understanding gives brand managers the necessary tool to deploy responsive and efficient brand management strategies and tactics to lessen the severity of the negative impact merger and acquisition may have on brand equity. Thus, this study found measurement model and method to be an essential element of brand equity measurement.
- Full Text:
- Date Issued: 2009