A critical analysis of the service quality dimensions of a mobile telecommunication service provider
- Authors: Crous, Pierre
- Date: 2018
- Subjects: Customer relations -- Management , Consumer satisfaction Telecommunication -- Customer services Cell phone services industry
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21571 , vital:29582
- Description: In the current age, companies are redesigning the way they perform daily operations based on the principles of the Fourth Industrial Revolution. Industry 4.0 will lead to the integration of the Internet of Things (IoT), cloud computing and mobilisation into the daily operations of companies across various industries which stay connected to guidance software by means of 3G or 4G SIM cards. This increasing demand for mobilisation and communication technologies has encouraged more interest from investors to invest in the Mobile Telecommunication Industry (MTI). The aforementioned leads to heightened competition among Mobile Telecommunication Service Providers (MTSP), already competing in a fiercely contested market. For service providers to guarantee success in such a highly competitive market, companies should endeavour to provide superior quality and customer-centric services to retain and attract customers. Service providers that provide their customers with quality experiences gain a competitive advantage over rival firms and enjoy increased financial returns. Thus, companies measure their service quality (SQ) continuously to understand what consumers need and want as well as to ascertain how customers perceive the quality of service provision of the organisation. Therefore, this research study introduces and discusses various SQ measurement instruments and dimensions that may be relevant for a MTSP to consider when measuring SQ. This study further provides a broad overview of the latest techniques and best practices that popular service providers have applied globally, to enhance their SQ measurement In order to facilitate the SQ measurement process, researchers have designed different instruments, tailored for measuring SQ in various particular industries, by identifying and incorporating relevant industry-specific SQ dimensions. This enables the measurement of the customer perceived performance of each individual dimension for a particular service provided in a specific industry. In order to initiate a SQ measurement project, companies employ a variety of techniques to collect data. In this research study, the SQ data collection technique and resultant data set of a South African Mobile Telecommunication Service Provider (SAMTSP) were analysed to evaluate present service quality processes and provide guidelines to a SAMTSP on improved processes to implement to determine its service quality levels. Eight independent variables were identified from the quantitative data in the service quality data set provided by a SAMTSP for the purposes of this study. The dependent variable was identified as Performance which served as the unit of measurement for the independent variables. The qualitative data analysis applied to the qualitative data in the provided data set, revealed three Attitudes (key patterns) namely Positive, Neutral and Negative. Moreover, 14 themes were extracted from these Attitudes and which provide deeper insight into customer sentiments with regards to the overall performance of a SAMTSP. The results indicated that the SAMTSP may not have targeted the necessary SQ dimensions. It was also found that the data collection technique employed by the SAMTSP to create the SQ data set had certain limitations that might have negatively impacted upon the relevance and quality of the SQ data collected. The findings further suggest that the MTSP could follow a better SQ measurement process.
- Full Text:
- Date Issued: 2018
A critical analysis of the service quality dimensions of a mobile telecommunication service provider
- Authors: Crous, Pierre
- Date: 2018
- Subjects: Customer relations -- Management , Consumer satisfaction Telecommunication -- Customer services Cell phone services industry
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21571 , vital:29582
- Description: In the current age, companies are redesigning the way they perform daily operations based on the principles of the Fourth Industrial Revolution. Industry 4.0 will lead to the integration of the Internet of Things (IoT), cloud computing and mobilisation into the daily operations of companies across various industries which stay connected to guidance software by means of 3G or 4G SIM cards. This increasing demand for mobilisation and communication technologies has encouraged more interest from investors to invest in the Mobile Telecommunication Industry (MTI). The aforementioned leads to heightened competition among Mobile Telecommunication Service Providers (MTSP), already competing in a fiercely contested market. For service providers to guarantee success in such a highly competitive market, companies should endeavour to provide superior quality and customer-centric services to retain and attract customers. Service providers that provide their customers with quality experiences gain a competitive advantage over rival firms and enjoy increased financial returns. Thus, companies measure their service quality (SQ) continuously to understand what consumers need and want as well as to ascertain how customers perceive the quality of service provision of the organisation. Therefore, this research study introduces and discusses various SQ measurement instruments and dimensions that may be relevant for a MTSP to consider when measuring SQ. This study further provides a broad overview of the latest techniques and best practices that popular service providers have applied globally, to enhance their SQ measurement In order to facilitate the SQ measurement process, researchers have designed different instruments, tailored for measuring SQ in various particular industries, by identifying and incorporating relevant industry-specific SQ dimensions. This enables the measurement of the customer perceived performance of each individual dimension for a particular service provided in a specific industry. In order to initiate a SQ measurement project, companies employ a variety of techniques to collect data. In this research study, the SQ data collection technique and resultant data set of a South African Mobile Telecommunication Service Provider (SAMTSP) were analysed to evaluate present service quality processes and provide guidelines to a SAMTSP on improved processes to implement to determine its service quality levels. Eight independent variables were identified from the quantitative data in the service quality data set provided by a SAMTSP for the purposes of this study. The dependent variable was identified as Performance which served as the unit of measurement for the independent variables. The qualitative data analysis applied to the qualitative data in the provided data set, revealed three Attitudes (key patterns) namely Positive, Neutral and Negative. Moreover, 14 themes were extracted from these Attitudes and which provide deeper insight into customer sentiments with regards to the overall performance of a SAMTSP. The results indicated that the SAMTSP may not have targeted the necessary SQ dimensions. It was also found that the data collection technique employed by the SAMTSP to create the SQ data set had certain limitations that might have negatively impacted upon the relevance and quality of the SQ data collected. The findings further suggest that the MTSP could follow a better SQ measurement process.
- Full Text:
- Date Issued: 2018
Job performance and the relationship between employee engagement, goal setting, training, job fit and trust
- Authors: Brood, Ayoob
- Date: 2019
- Subjects: Performance -- Management , Job satisfaction -- South Africa Employee motivation -- South Africa Labor productivity -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/37846 , vital:34253
- Description: Every business has a goal of being profitable which relies on employee job performance. To determine the relationship employee engagement, trust, goal setting, job fit and training had on job performance surveys was sent to 8 MTN Branded retail stores within the Eastern Cape to gather data. Each survey once completed would then be dropped off and the MTN head office in Cape Road. Previous work has looked at these independent variables and how they affect job performance separately and not as a whole. Contrary to the literature, goal settings were the only variable that had a significant influence according to the findings of this study. The statistical results of this study revealed that goal settings influenced job performance with a p-value of 0.010 (p<0.05) and had a positive relationship, indicating that the respondent’s goal settings had an influence on their job performance. The mean values indicated that the respondents agreed that the independent variables would affect the performance. Thus, it is highly recommended that management investigates the requirements of implementing strategies of these variables to improve job performance.
- Full Text:
- Date Issued: 2019
- Authors: Brood, Ayoob
- Date: 2019
- Subjects: Performance -- Management , Job satisfaction -- South Africa Employee motivation -- South Africa Labor productivity -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/37846 , vital:34253
- Description: Every business has a goal of being profitable which relies on employee job performance. To determine the relationship employee engagement, trust, goal setting, job fit and training had on job performance surveys was sent to 8 MTN Branded retail stores within the Eastern Cape to gather data. Each survey once completed would then be dropped off and the MTN head office in Cape Road. Previous work has looked at these independent variables and how they affect job performance separately and not as a whole. Contrary to the literature, goal settings were the only variable that had a significant influence according to the findings of this study. The statistical results of this study revealed that goal settings influenced job performance with a p-value of 0.010 (p<0.05) and had a positive relationship, indicating that the respondent’s goal settings had an influence on their job performance. The mean values indicated that the respondents agreed that the independent variables would affect the performance. Thus, it is highly recommended that management investigates the requirements of implementing strategies of these variables to improve job performance.
- Full Text:
- Date Issued: 2019
Improving waste management within selected South African municipalities
- Authors: Saaiman, Lizelle
- Date: 2013
- Subjects: Waste minimization -- Law and legislation -- South Africa , Refuse disposal industry -- South Africa , Recycling (Waste, etc.) -- South Africa , Source reduction (Waste management) -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8790 , http://hdl.handle.net/10948/d1014736
- Description: The essentiality for waste reduction in society is prompted by the depletion of natural resources. Internationally, five waste management strategies have been identified, namely reduction of waste (waste prevention), re-use of waste, recycling of waste, recovery of energy and disposal to landfill. In Polokwane Declaration of September 2001, South Africa’s Department of Environmental Affairs and Tourism committed itself to achieve a 50 percent reduction in the volume of waste generated by 2012 and to be landfilled and have a zero waste plan implemented by 2022. Through the National Waste Management Act, No. 59 of 2008, the South African government also committed itself to provide protection of health, well-being and the environment through measures to avoid and minimise the generation of waste. Even though several policies and legislative documents are available that address waste minimisation and recycling, individual community members are however still reluctant to participate in these activities. This study therefore investigated the current levels of understanding, education and commitment to recycling and waste minimisation in a selected South African community. The target respondents of the study were members of a local church who are representative of the various peoples that reside in the communities serviced by the selected municipality. A convenience sample of 70 participants from that church was selected to complete the questionnaires. Seventy (70) questionnaires were distributed, and all 70 questionnaires were returned. Interviews were also conducted with two managers from the Waste Management Department of the selected municipality. The data analyses conducted, included descriptive statistics and content analysis of the interview transcripts. The empirical results revealed among others that: (1) recycling removal service is limited to pre-selected recyclables; (2) the municipality contributes to local entrepreneurial opportunities; (3) public participation is a pre-requisite in the success of the programmes; (4) participation is determined by convenience; (5) enforcement of legislation assists with compliance; (6) environmental sustainability is supported by environmental concerned consumers; (7) mismatch of opinions around separation at source of generation and (8) continuous education is instrumental in waste management. The main recommendations of the study include: (1) municipalities need to provide exciting and innovative recycling and waste minimisation programmes, continuously; (2) positive attitude and behaviour of all the stakeholders determines the success of waste minimisation and recycling; and (3) society, industry and government need to join forces in ensuring success in waste management. By implementing these recommendations, stakeholders in this field of interest will go a long way in improving waste management in South Africa communities.
- Full Text:
- Date Issued: 2013
- Authors: Saaiman, Lizelle
- Date: 2013
- Subjects: Waste minimization -- Law and legislation -- South Africa , Refuse disposal industry -- South Africa , Recycling (Waste, etc.) -- South Africa , Source reduction (Waste management) -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8790 , http://hdl.handle.net/10948/d1014736
- Description: The essentiality for waste reduction in society is prompted by the depletion of natural resources. Internationally, five waste management strategies have been identified, namely reduction of waste (waste prevention), re-use of waste, recycling of waste, recovery of energy and disposal to landfill. In Polokwane Declaration of September 2001, South Africa’s Department of Environmental Affairs and Tourism committed itself to achieve a 50 percent reduction in the volume of waste generated by 2012 and to be landfilled and have a zero waste plan implemented by 2022. Through the National Waste Management Act, No. 59 of 2008, the South African government also committed itself to provide protection of health, well-being and the environment through measures to avoid and minimise the generation of waste. Even though several policies and legislative documents are available that address waste minimisation and recycling, individual community members are however still reluctant to participate in these activities. This study therefore investigated the current levels of understanding, education and commitment to recycling and waste minimisation in a selected South African community. The target respondents of the study were members of a local church who are representative of the various peoples that reside in the communities serviced by the selected municipality. A convenience sample of 70 participants from that church was selected to complete the questionnaires. Seventy (70) questionnaires were distributed, and all 70 questionnaires were returned. Interviews were also conducted with two managers from the Waste Management Department of the selected municipality. The data analyses conducted, included descriptive statistics and content analysis of the interview transcripts. The empirical results revealed among others that: (1) recycling removal service is limited to pre-selected recyclables; (2) the municipality contributes to local entrepreneurial opportunities; (3) public participation is a pre-requisite in the success of the programmes; (4) participation is determined by convenience; (5) enforcement of legislation assists with compliance; (6) environmental sustainability is supported by environmental concerned consumers; (7) mismatch of opinions around separation at source of generation and (8) continuous education is instrumental in waste management. The main recommendations of the study include: (1) municipalities need to provide exciting and innovative recycling and waste minimisation programmes, continuously; (2) positive attitude and behaviour of all the stakeholders determines the success of waste minimisation and recycling; and (3) society, industry and government need to join forces in ensuring success in waste management. By implementing these recommendations, stakeholders in this field of interest will go a long way in improving waste management in South Africa communities.
- Full Text:
- Date Issued: 2013
Decision making improvement by effectively utilising activity-based costing and activity-based management tools
- Authors: Palmer, Vivian Julian
- Date: 2009
- Subjects: Decision making , Thought and thinking
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8677 , http://hdl.handle.net/10948/1152 , Decision making , Thought and thinking
- Description: The aim of this study was to suggest ways to effectively utilise Activity-Based Costing and Activity-Based Managment within Eskom Transmission Southern Grid to improve decision making towards improved business and financial performance. The ultimate purpose was to assist managers and staff to implement ABC and ABM effectively for improved business and financial performance. The focus was on the following objective: To suggest ways to effectively utilise ABC & ABM within Eskom Transmission Southern Grid as to improve decision making and business financial performance. Given the selection of management tools available, instruments such as ABC and ABM are usually not implemented alone, but may be supported by one or more approaches. For this reason ABC and ABM are contrasted with several other popular instruments mentioned in the literature. The instruments are: • The value chain; • Continuous improvement; • The theory of constraints; and • Total quality management. Insight will be given to provide managers with more accurate information regarding maintenance for the Grid and tools in identifying critical bottlenecks. By applying the TOC, TQM and continuous improvement strategies, managers will be able to make improved decisions, leading to improved financial performance in the Eskom Transmission Southern Grid. iii The literature study revealed that ABC and ABM prove to be the cornerstone for informed decision making. Since organisations are highly dependent on quality information to make these informed decisions, ABC and ABM reorientate the organisation towards understanding and managing work processes thus impacting financial performance positively. ABC and ABM trace the cost of activities such as engineering and procurement to how maintenance benefits from these activities. The empirical study consisted of a structured questionnaire distributed to a sample population of engineers and managers in Eskom Transmission Southern Grid in Port Elizabeth. It was aimed at gathering information about the use of ABC and ABM within the Grid. Semi-structured interviews were also conducted with financial staff in the Grid and a focus group interview with engineering staff was done. The main findings of the empirical investigation revealed that management and staff lack insight into the use of ABC and ABM and how it can be integrated with existing improvement systems within the organisation. This study is concluded with a number of recommendations. These recommendations address the shortcomings and improvements that can be made to improve the utilisation of ABC and ABM within the organisation. The recommendations address the following: • Ensuring full commitment towards organisational goals and broadening the endorsement of ABC within the organisation; • Highlighting the importance of financial performance throughout the Grid; • Training of Managers, finance staff and engineers is required for proper execution of the ABC system; • Implementers need skills and know-how of the ABC and ABM system ensuring full utilisation; • The main cost drivers are identified, prioritised and efforts channelled into these activities; • Tools such as the Theory Of Constraints and Total Quality Management from the proposed model would assist the Grid in identifying the bottlenecks of a system correctly, thus know explicitly the amount of slack capacity of each activity available during a specific time period.
- Full Text:
- Date Issued: 2009
- Authors: Palmer, Vivian Julian
- Date: 2009
- Subjects: Decision making , Thought and thinking
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8677 , http://hdl.handle.net/10948/1152 , Decision making , Thought and thinking
- Description: The aim of this study was to suggest ways to effectively utilise Activity-Based Costing and Activity-Based Managment within Eskom Transmission Southern Grid to improve decision making towards improved business and financial performance. The ultimate purpose was to assist managers and staff to implement ABC and ABM effectively for improved business and financial performance. The focus was on the following objective: To suggest ways to effectively utilise ABC & ABM within Eskom Transmission Southern Grid as to improve decision making and business financial performance. Given the selection of management tools available, instruments such as ABC and ABM are usually not implemented alone, but may be supported by one or more approaches. For this reason ABC and ABM are contrasted with several other popular instruments mentioned in the literature. The instruments are: • The value chain; • Continuous improvement; • The theory of constraints; and • Total quality management. Insight will be given to provide managers with more accurate information regarding maintenance for the Grid and tools in identifying critical bottlenecks. By applying the TOC, TQM and continuous improvement strategies, managers will be able to make improved decisions, leading to improved financial performance in the Eskom Transmission Southern Grid. iii The literature study revealed that ABC and ABM prove to be the cornerstone for informed decision making. Since organisations are highly dependent on quality information to make these informed decisions, ABC and ABM reorientate the organisation towards understanding and managing work processes thus impacting financial performance positively. ABC and ABM trace the cost of activities such as engineering and procurement to how maintenance benefits from these activities. The empirical study consisted of a structured questionnaire distributed to a sample population of engineers and managers in Eskom Transmission Southern Grid in Port Elizabeth. It was aimed at gathering information about the use of ABC and ABM within the Grid. Semi-structured interviews were also conducted with financial staff in the Grid and a focus group interview with engineering staff was done. The main findings of the empirical investigation revealed that management and staff lack insight into the use of ABC and ABM and how it can be integrated with existing improvement systems within the organisation. This study is concluded with a number of recommendations. These recommendations address the shortcomings and improvements that can be made to improve the utilisation of ABC and ABM within the organisation. The recommendations address the following: • Ensuring full commitment towards organisational goals and broadening the endorsement of ABC within the organisation; • Highlighting the importance of financial performance throughout the Grid; • Training of Managers, finance staff and engineers is required for proper execution of the ABC system; • Implementers need skills and know-how of the ABC and ABM system ensuring full utilisation; • The main cost drivers are identified, prioritised and efforts channelled into these activities; • Tools such as the Theory Of Constraints and Total Quality Management from the proposed model would assist the Grid in identifying the bottlenecks of a system correctly, thus know explicitly the amount of slack capacity of each activity available during a specific time period.
- 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
The status of vaccine availability and associated factors in Tshwane government clinics
- Authors: Ngcobo, Ntombenhle Judith
- Date: 2015
- Subjects: Health facilities -- Materials management -- South Africa -- City of Tshwane Metropolitan Municipality , Inventory shortages -- South Africa -- City of Tshwane Metropolitan Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8967 , vital:26447
- Description: Vaccines have greatly contributed to the control of vaccine preventable diseases. The adoption of the Decade of Vaccines (DoV) by the World Health Assembly in 2011 is an indication of how the global community values the benefits of vaccines. Efforts by many countries to introduce new vaccines are a significant move towards attaining this vision. However, new vaccines put strain on vaccine supply chains. The immunization programme in South Africa has similar challenges, with indications of vaccine stock outs in clinics since the introduction of three new vaccines in 2009. This study set out to establish the status of availability of vaccines in Tshwane government clinics and associated factors. Method: A cross-sectional study was conducted in a sample of randomly selected government clinics in Tshwane health district of Gauteng province. Data was collected using a structured measurement instrument during a visit to each of the participating clinics. Data was collated and analysed using excel based software. Results: A total of 31 clinics participated. In the preceding 12 months, clinics experienced vaccine stock outs, especially of the 3 new vaccines: pneumococcal conjugate vaccine (PCV), rotavirus (RV) vaccine and Pentaxim ®. These were also out of stock for a long duration; for over 2 weeks in a majority of clinics. The causes of vaccine stock outs were: poor management of stock, depot out of stock, unreliable deliveries, lack of pharmacy assistants, and limited fridge capacity. Further burdening the situation is the emergency ordering system that does not function effectively. Conclusion: Significant vaccine shortages occur in Tshwane government clinics. It is recommended that the vaccine supply chain should be restructured and overhauled with the use of advances in technology. Urgent measures should be taken to address the identified causes of stock outs including ensuring reliable deliveries of stock and emergency orders.
- Full Text:
- Date Issued: 2015
- Authors: Ngcobo, Ntombenhle Judith
- Date: 2015
- Subjects: Health facilities -- Materials management -- South Africa -- City of Tshwane Metropolitan Municipality , Inventory shortages -- South Africa -- City of Tshwane Metropolitan Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8967 , vital:26447
- Description: Vaccines have greatly contributed to the control of vaccine preventable diseases. The adoption of the Decade of Vaccines (DoV) by the World Health Assembly in 2011 is an indication of how the global community values the benefits of vaccines. Efforts by many countries to introduce new vaccines are a significant move towards attaining this vision. However, new vaccines put strain on vaccine supply chains. The immunization programme in South Africa has similar challenges, with indications of vaccine stock outs in clinics since the introduction of three new vaccines in 2009. This study set out to establish the status of availability of vaccines in Tshwane government clinics and associated factors. Method: A cross-sectional study was conducted in a sample of randomly selected government clinics in Tshwane health district of Gauteng province. Data was collected using a structured measurement instrument during a visit to each of the participating clinics. Data was collated and analysed using excel based software. Results: A total of 31 clinics participated. In the preceding 12 months, clinics experienced vaccine stock outs, especially of the 3 new vaccines: pneumococcal conjugate vaccine (PCV), rotavirus (RV) vaccine and Pentaxim ®. These were also out of stock for a long duration; for over 2 weeks in a majority of clinics. The causes of vaccine stock outs were: poor management of stock, depot out of stock, unreliable deliveries, lack of pharmacy assistants, and limited fridge capacity. Further burdening the situation is the emergency ordering system that does not function effectively. Conclusion: Significant vaccine shortages occur in Tshwane government clinics. It is recommended that the vaccine supply chain should be restructured and overhauled with the use of advances in technology. Urgent measures should be taken to address the identified causes of stock outs including ensuring reliable deliveries of stock and emergency orders.
- Full Text:
- Date Issued: 2015
Investigating the high level of consumer indebtedness in the South African retail market
- Authors: Kgomo, Stephen Phuti
- Date: 2016
- Subjects: Consumer credit -- South Africa , Debt -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8450 , vital:26360
- Description: This study was aimed at investigating the high level of consumer indebtedness in the South African retail market more specifically factors that contribute to consumer indebtedness. Recommendations on how to control the level of consumer indebtedness are also presented. Consumer indebtedness is a problem in many countries around the world and as witnessed during the 2008 global financial crisis, its impact can be disastrous. Not only does it create problems for the families but also for a country and even to the extent of the whole world. The literature conducted did not reveal a study undertaken to investigate factors that impact consumer indebtedness. Eight factors were identified and explored further in this study. Results were analysed in chapter three and outcomes presented in chapter four. The method used in conducting this study is the quantitative method. A questionnaire was developed based on the literature review conducted. The questionnaire was a five point Likert scale and was distributed to the respondents in the southern area of Tshwane Municipal district. In view of a manageable number of responses, results were analysed using an excel spreadsheet. Results were verified by an independent expert. From the eight factors that are identified, one (easy access to credit) was found to impact the high level of consumer indebtedness. Although there are other weaknesses, easy access to credit is found to be the main contributor. Recommendations on the findings are presented in chapter five of this study.
- Full Text:
- Date Issued: 2016
- Authors: Kgomo, Stephen Phuti
- Date: 2016
- Subjects: Consumer credit -- South Africa , Debt -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8450 , vital:26360
- Description: This study was aimed at investigating the high level of consumer indebtedness in the South African retail market more specifically factors that contribute to consumer indebtedness. Recommendations on how to control the level of consumer indebtedness are also presented. Consumer indebtedness is a problem in many countries around the world and as witnessed during the 2008 global financial crisis, its impact can be disastrous. Not only does it create problems for the families but also for a country and even to the extent of the whole world. The literature conducted did not reveal a study undertaken to investigate factors that impact consumer indebtedness. Eight factors were identified and explored further in this study. Results were analysed in chapter three and outcomes presented in chapter four. The method used in conducting this study is the quantitative method. A questionnaire was developed based on the literature review conducted. The questionnaire was a five point Likert scale and was distributed to the respondents in the southern area of Tshwane Municipal district. In view of a manageable number of responses, results were analysed using an excel spreadsheet. Results were verified by an independent expert. From the eight factors that are identified, one (easy access to credit) was found to impact the high level of consumer indebtedness. Although there are other weaknesses, easy access to credit is found to be the main contributor. Recommendations on the findings are presented in chapter five of this study.
- Full Text:
- Date Issued: 2016
An assessment of the environmental compliance monitoring capacity of the Department of Minerals and Energy, Eastern Cape
- Authors: Watkins, Deidre Ann
- Date: 2009
- Subjects: South Africa. Dept. of Mineral and Energy Affairs Mines and mineral resources -- South Africa -- Eastern Cape Mineral industries -- South Africa -- Eastern Cape Mineral industries -- Social aspects -- South Africa -- Eastern Cape Mineral industries -- Environmental aspects -- South Africa -- Eastern Cape Mines and mineral resources -- Social aspects -- South Africa -- Eastern Cape Mines and mineral resources -- Environmental aspects -- South Africa -- Eastern Cape Environmental auditing -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:728 , http://hdl.handle.net/10962/d1003848
- Description: One of the greatest challenges facing the world today is integrating industrial activities such as mining with environmental integrity and social concerns. Monitoring is fundamental to environmental management, both to assess the adherence to standards and to allow environmental managers to learn from practical experiences. However, a problem arises when the regulatory authorities cannot keep up with their mandate of enforcement and compliance monitoring. This research examined how the Department of Minerals and Energy (DME) implements the concept of sustainable development in the mining sector of the Eastern Cape (EC) and, more specifically, the extent to which the Mine Environmental Management (MEM) section is able to effectively monitor compliance of mining operations with environmental legislation. This was the first systematic compilation of statistical data for the DME, and presents the first study in the EC regional office in terms of environmental sustainability. Results indicate that there has been a sustained increase in mining activity over the past three years, possibly as a result of the boom in the construction industry and the accelerated road maintenance and improvement programmes in the Eastern Cape. Mining applications received by the DME have increased by 47% from 2006 to 2007 (January-May) and by a further 100% from 2007 to 2008. In addition to the increasing number of mining concerns being established, 98 mining concerns will need to apply for the conversion of their old order rights to new order rights by the 1st May 2009. Mining in the province is predominantly small scale with mining permits (mined areas less than 1.5Ha) making up 52.3% of all applications, with larger mining concerns contributing 29.3% and prospecting contributing the remaining 18.4%. In terms of compliance inspections, the EC regional office is required to conduct 120 environmental compliance inspections annually in terms of contributing to sustainable development. The MEM section exceeded this target since 2003. However, when the number of operational mines is considered, 120 inspections per year equates to one mine being visited, on average once every four years (based on 2008 data). Based on projected figures (number of compliance audits and number of operational mines) for 2009, the DME’s target of 150 inspections for 2009/10 combined with the limited staff D. Watkins – MBA Dissertation 2008 capacity will, at best, mean that mines would be inspected once in seven years. However, the target of 150 inspections will not actually even cover the expected number of EMP evaluation inspections. This has serious implications in terms of regulating the compliance of the mining concerns with their EMPR’s. The low level of compliance monitoring can be directly related to staff capacity and logistics problems at the regional office as well as provincial targets being based on staff capacity rather than the number of operational mines. Thus, considering potential environmental damage associated with mining operations and the capacity constraints of the MEM to conduct frequent compliance audits, it is likely that mining operations will have negative implications for sustainable development in the region. Currently there are many challenges facing the DME in terms of contributing positively to sustainability in the mining sector and there is a need to base future actions on the idea of continuous improvement and ultimately progress.
- Full Text:
- Date Issued: 2009
- Authors: Watkins, Deidre Ann
- Date: 2009
- Subjects: South Africa. Dept. of Mineral and Energy Affairs Mines and mineral resources -- South Africa -- Eastern Cape Mineral industries -- South Africa -- Eastern Cape Mineral industries -- Social aspects -- South Africa -- Eastern Cape Mineral industries -- Environmental aspects -- South Africa -- Eastern Cape Mines and mineral resources -- Social aspects -- South Africa -- Eastern Cape Mines and mineral resources -- Environmental aspects -- South Africa -- Eastern Cape Environmental auditing -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:728 , http://hdl.handle.net/10962/d1003848
- Description: One of the greatest challenges facing the world today is integrating industrial activities such as mining with environmental integrity and social concerns. Monitoring is fundamental to environmental management, both to assess the adherence to standards and to allow environmental managers to learn from practical experiences. However, a problem arises when the regulatory authorities cannot keep up with their mandate of enforcement and compliance monitoring. This research examined how the Department of Minerals and Energy (DME) implements the concept of sustainable development in the mining sector of the Eastern Cape (EC) and, more specifically, the extent to which the Mine Environmental Management (MEM) section is able to effectively monitor compliance of mining operations with environmental legislation. This was the first systematic compilation of statistical data for the DME, and presents the first study in the EC regional office in terms of environmental sustainability. Results indicate that there has been a sustained increase in mining activity over the past three years, possibly as a result of the boom in the construction industry and the accelerated road maintenance and improvement programmes in the Eastern Cape. Mining applications received by the DME have increased by 47% from 2006 to 2007 (January-May) and by a further 100% from 2007 to 2008. In addition to the increasing number of mining concerns being established, 98 mining concerns will need to apply for the conversion of their old order rights to new order rights by the 1st May 2009. Mining in the province is predominantly small scale with mining permits (mined areas less than 1.5Ha) making up 52.3% of all applications, with larger mining concerns contributing 29.3% and prospecting contributing the remaining 18.4%. In terms of compliance inspections, the EC regional office is required to conduct 120 environmental compliance inspections annually in terms of contributing to sustainable development. The MEM section exceeded this target since 2003. However, when the number of operational mines is considered, 120 inspections per year equates to one mine being visited, on average once every four years (based on 2008 data). Based on projected figures (number of compliance audits and number of operational mines) for 2009, the DME’s target of 150 inspections for 2009/10 combined with the limited staff D. Watkins – MBA Dissertation 2008 capacity will, at best, mean that mines would be inspected once in seven years. However, the target of 150 inspections will not actually even cover the expected number of EMP evaluation inspections. This has serious implications in terms of regulating the compliance of the mining concerns with their EMPR’s. The low level of compliance monitoring can be directly related to staff capacity and logistics problems at the regional office as well as provincial targets being based on staff capacity rather than the number of operational mines. Thus, considering potential environmental damage associated with mining operations and the capacity constraints of the MEM to conduct frequent compliance audits, it is likely that mining operations will have negative implications for sustainable development in the region. Currently there are many challenges facing the DME in terms of contributing positively to sustainability in the mining sector and there is a need to base future actions on the idea of continuous improvement and ultimately progress.
- Full Text:
- Date Issued: 2009
Service quality perceptions among different cultures in the Nelson Mandela Metropole
- Authors: Müller, Otto
- Date: 2006
- Subjects: Service industries -- South Africa -- Nelson Mandela Metropole -- Quality control , Service industries -- Customer services -- South Africa -- Nelson Mandela Metropole , Consumer satisfaction , Service industries -- South Africa -- Nelson Mandela Metropole -- Cross cultural studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8763 , http://hdl.handle.net/10948/d1011687 , Service industries -- South Africa -- Nelson Mandela Metropole -- Quality control , Service industries -- Customer services -- South Africa -- Nelson Mandela Metropole , Consumer satisfaction , Service industries -- South Africa -- Nelson Mandela Metropole -- Cross cultural studies
- Description: Managing cultural differences in today’s work environment has received the attention of researchers all over the world. What has received far less attention is the managing of the cultural differences between service provider workers and customers and how this is perceived to lead to achieving great service quality. This research project focuses on the cultural differences between culturally diverse South African service provider workers and South African customers, with some reference to international customers. The questionnaire used in this research includes questions embodying the service quality instruments developed by Parasuraman, Zeithaml, and Berry (1988) and Hofstede’s (1991) cultural dimensions. The questionnaire was completed by 81 students of the East Cape Midland College in the Nelson Mandela Metropole. A Pearson’s correlation coefficient was calculated for each service quality instrument and each cultural dimension. The resulting correlation coefficients were analysed and a positive or negative correlation between each service quality instrument and each cultural dimension is shown. The implications of each positive and negative correlation are shown and how it impacts on perceived service quality delivery. The implications for service quality management are shown, followed by recommendations for the management of a culturally diverse workforce.
- Full Text:
- Date Issued: 2006
- Authors: Müller, Otto
- Date: 2006
- Subjects: Service industries -- South Africa -- Nelson Mandela Metropole -- Quality control , Service industries -- Customer services -- South Africa -- Nelson Mandela Metropole , Consumer satisfaction , Service industries -- South Africa -- Nelson Mandela Metropole -- Cross cultural studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8763 , http://hdl.handle.net/10948/d1011687 , Service industries -- South Africa -- Nelson Mandela Metropole -- Quality control , Service industries -- Customer services -- South Africa -- Nelson Mandela Metropole , Consumer satisfaction , Service industries -- South Africa -- Nelson Mandela Metropole -- Cross cultural studies
- Description: Managing cultural differences in today’s work environment has received the attention of researchers all over the world. What has received far less attention is the managing of the cultural differences between service provider workers and customers and how this is perceived to lead to achieving great service quality. This research project focuses on the cultural differences between culturally diverse South African service provider workers and South African customers, with some reference to international customers. The questionnaire used in this research includes questions embodying the service quality instruments developed by Parasuraman, Zeithaml, and Berry (1988) and Hofstede’s (1991) cultural dimensions. The questionnaire was completed by 81 students of the East Cape Midland College in the Nelson Mandela Metropole. A Pearson’s correlation coefficient was calculated for each service quality instrument and each cultural dimension. The resulting correlation coefficients were analysed and a positive or negative correlation between each service quality instrument and each cultural dimension is shown. The implications of each positive and negative correlation are shown and how it impacts on perceived service quality delivery. The implications for service quality management are shown, followed by recommendations for the management of a culturally diverse workforce.
- Full Text:
- Date Issued: 2006
A marketing framework to enhance healthcare professionals' prescription for specialised infant formula
- Authors: Jordaan, Josina Hermeine
- Date: 2016
- Subjects: Marketing , Infant formulas , Medicine -- Formulae, receipts, prescriptions
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8340 , vital:26346
- Description: The marketing of infant feeding products is almost impossible as the infant nutrition industry is highly regulated. Despite operating under strict regulations, the infant formula manufacturing companies still generate high revenues on an annual basis. The infant formula manufacturing industry operates under a value chain which can be broken down into six sequential steps. These steps are: (1) Translational science; (2) Product development; (3) Clinical research; (4) Product notification; (5) Reimbursement granting and (6) Product marketing. Medical nutrition companies aspire to understand product requirements of healthcare professionals and medical representatives. This is to enable direct investment to acquire market share without wasting resources. The medical nutrition industry currently makes use of medical representatives to execute product marketing. Manufacturing companies invest a lot of money into developing their products, employing and training medical representatives and trust that this will be enough to persuade healthcare professionals to recommend their products to parents. This study analyses the main contributing factors that enhance prescription of specialised infant formula by healthcare professionals. This study was conducted in a positivistic paradigm by making use of a quantitative approach. Healthcare professionals from Port Elizabeth, working with paediatric patients were included in this study. The healthcare professionals were chosen by a convenience sampling method and were then interviewed. The empirical interview results were substantiated with the interpretive findings which were in the form of verbatim statements extracted directly from the research questionnaire. Linkage between the dependable variable (prescription) and independent variables (manufacturing company; product composition; cost of product; medical representative and peers) were established and analysed. The research revealed that prescription behaviour is an important construct which can be measured in medical practices. Prescription behaviour is correlated with positive business and medical outcomes and manufacturing companies are able to exert influence over it through the identified variables. Of these variables, efficacy of vii a product, trusted manufacturing company and the medical representatives were found to have direct and significant effects. Healthcare professionals tend to prescribe a specialised infant formula if they have seen results and trust the outcome of the product. It is advisable for manufacturing companies to exert great effort before appointing a medical representative, to make sure that the right candidate represents the face of the company.
- Full Text:
- Date Issued: 2016
- Authors: Jordaan, Josina Hermeine
- Date: 2016
- Subjects: Marketing , Infant formulas , Medicine -- Formulae, receipts, prescriptions
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8340 , vital:26346
- Description: The marketing of infant feeding products is almost impossible as the infant nutrition industry is highly regulated. Despite operating under strict regulations, the infant formula manufacturing companies still generate high revenues on an annual basis. The infant formula manufacturing industry operates under a value chain which can be broken down into six sequential steps. These steps are: (1) Translational science; (2) Product development; (3) Clinical research; (4) Product notification; (5) Reimbursement granting and (6) Product marketing. Medical nutrition companies aspire to understand product requirements of healthcare professionals and medical representatives. This is to enable direct investment to acquire market share without wasting resources. The medical nutrition industry currently makes use of medical representatives to execute product marketing. Manufacturing companies invest a lot of money into developing their products, employing and training medical representatives and trust that this will be enough to persuade healthcare professionals to recommend their products to parents. This study analyses the main contributing factors that enhance prescription of specialised infant formula by healthcare professionals. This study was conducted in a positivistic paradigm by making use of a quantitative approach. Healthcare professionals from Port Elizabeth, working with paediatric patients were included in this study. The healthcare professionals were chosen by a convenience sampling method and were then interviewed. The empirical interview results were substantiated with the interpretive findings which were in the form of verbatim statements extracted directly from the research questionnaire. Linkage between the dependable variable (prescription) and independent variables (manufacturing company; product composition; cost of product; medical representative and peers) were established and analysed. The research revealed that prescription behaviour is an important construct which can be measured in medical practices. Prescription behaviour is correlated with positive business and medical outcomes and manufacturing companies are able to exert influence over it through the identified variables. Of these variables, efficacy of vii a product, trusted manufacturing company and the medical representatives were found to have direct and significant effects. Healthcare professionals tend to prescribe a specialised infant formula if they have seen results and trust the outcome of the product. It is advisable for manufacturing companies to exert great effort before appointing a medical representative, to make sure that the right candidate represents the face of the company.
- Full Text:
- Date Issued: 2016
Improving the performance management system in a selected firm
- Authors: Sonti, Phindile Clinton
- Date: 2015
- Subjects: Performance -- Management , Employees -- Rating of
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8928 , http://hdl.handle.net/10948/d1021172
- Description: The performance management system has become a vital process of retaining skilled employees, helping to improve communication between the employees and management, providing feedback to employees and clear understanding of job expectation. A performance management system assists the firm to identify the ways to improve individual and firm performance and provides the opportunity for discussion about individual career direction and growth within the firm. It provides the opportunity to set employee targets linked to the departmental targets. The performance management system is the catalyst for firms to become globally competitive and be able to meet targets. Over the years the firm has introduced a performance management system to help employees to achieve their targets, which will result in the company meeting its own objectives. The study focused on the factors that affect the performance management system. The objective of the research was to improve the performance management system of the firm. The study was conducted to assess the effect of the following independent variables on the improvement of the performance management system: leadership style, training, organisational culture, reward system and organisational communication. The sample consisted of only the employees of the firm selected for the study. One hundred and fifty (150) questionnaires were distributed, but only seventy-six (76) respondents (response rate = 50.7 percent) participated in the final study. The empirical results revealed that the three independent variables play a very important role in improving a performance management system. These three variables are organisational culture, training, and reward system. Implementing the recommendations that came from these results will go a long way to making sure that the firm will improve its performance management system.
- Full Text:
- Date Issued: 2015
- Authors: Sonti, Phindile Clinton
- Date: 2015
- Subjects: Performance -- Management , Employees -- Rating of
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8928 , http://hdl.handle.net/10948/d1021172
- Description: The performance management system has become a vital process of retaining skilled employees, helping to improve communication between the employees and management, providing feedback to employees and clear understanding of job expectation. A performance management system assists the firm to identify the ways to improve individual and firm performance and provides the opportunity for discussion about individual career direction and growth within the firm. It provides the opportunity to set employee targets linked to the departmental targets. The performance management system is the catalyst for firms to become globally competitive and be able to meet targets. Over the years the firm has introduced a performance management system to help employees to achieve their targets, which will result in the company meeting its own objectives. The study focused on the factors that affect the performance management system. The objective of the research was to improve the performance management system of the firm. The study was conducted to assess the effect of the following independent variables on the improvement of the performance management system: leadership style, training, organisational culture, reward system and organisational communication. The sample consisted of only the employees of the firm selected for the study. One hundred and fifty (150) questionnaires were distributed, but only seventy-six (76) respondents (response rate = 50.7 percent) participated in the final study. The empirical results revealed that the three independent variables play a very important role in improving a performance management system. These three variables are organisational culture, training, and reward system. Implementing the recommendations that came from these results will go a long way to making sure that the firm will improve its performance management system.
- Full Text:
- Date Issued: 2015
The risks of civil engineering project development in emerging nations
- Authors: Fyvie, Richard Michael
- Date: 2010
- Subjects: Engineering -- Management , Engineering firms -- South Africa , Construction industry -- Management , Project management -- South Africa , Civil engineering -- Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8632 , http://hdl.handle.net/10948/1481 , Engineering -- Management , Engineering firms -- South Africa , Construction industry -- Management , Project management -- South Africa , Civil engineering -- Africa
- Description: This research reviews the challenges and obstacles confronting multinational civil engineering consulting and contracting companies seeking to conduct project developments within Emerging Markets, specifically with regard to the regions of Africa and the Middle East. With the increasing convergence of the global economy towards an interconnected and co-dependant system, the emerging economies of previously underdeveloped parts of the world are now capturing the focus of the civil engineering industry as the primary area of operation. Multinational companies that historically were restricted to construction of the developed world must now adapt and reposition themselves with a footprint in these emerging markets, if they are to take advantage of the changing conditions within the global infrastructure construction industry. For companies historically unfamiliar with operating in Africa and the Middle East, a plethora of potential risks are associated with project development. This research incorporated a substantial literature study that determined a number of critical issues that directly and indirectly influence a company’s ability to complete a project within time and under budget. The literature bank was then tested against the expert opinions of four selected respondents utilising a case study research methodology, as detailed by Yin (1994: 1-17). The respondents represented two selected civil engineering consulting firms, one based in a developed country with an extensive interest in the Middle East, and the other based in an emerging country itself, with operations throughout Africa. The outcome of the research ii highlighted several internal risk factors affecting development in Africa and the Middle East, such as capacity, staff experience, available resources and corporate culture. External factors were, however, the primary focus of respondents’ feedback, and included the reliability of energy supply in the target country, the condition of the built infrastructure such as roads and ports, tax rates and cost of finance, the prevalence of corruption as well as the risk of civil conflict and political instability. The Project Risk Guideline was the final output of this research process, which represented a synthesis between the literature review, the case study investigations as well as synthesis of various accepted risk evaluation techniques. The Guideline is a stage-gate sequential process, and may be utilised by civil engineering consulting or contracting firms with an interest in risk profiling and mitigation for project developments in emerging nations.
- Full Text:
- Date Issued: 2010
- Authors: Fyvie, Richard Michael
- Date: 2010
- Subjects: Engineering -- Management , Engineering firms -- South Africa , Construction industry -- Management , Project management -- South Africa , Civil engineering -- Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8632 , http://hdl.handle.net/10948/1481 , Engineering -- Management , Engineering firms -- South Africa , Construction industry -- Management , Project management -- South Africa , Civil engineering -- Africa
- Description: This research reviews the challenges and obstacles confronting multinational civil engineering consulting and contracting companies seeking to conduct project developments within Emerging Markets, specifically with regard to the regions of Africa and the Middle East. With the increasing convergence of the global economy towards an interconnected and co-dependant system, the emerging economies of previously underdeveloped parts of the world are now capturing the focus of the civil engineering industry as the primary area of operation. Multinational companies that historically were restricted to construction of the developed world must now adapt and reposition themselves with a footprint in these emerging markets, if they are to take advantage of the changing conditions within the global infrastructure construction industry. For companies historically unfamiliar with operating in Africa and the Middle East, a plethora of potential risks are associated with project development. This research incorporated a substantial literature study that determined a number of critical issues that directly and indirectly influence a company’s ability to complete a project within time and under budget. The literature bank was then tested against the expert opinions of four selected respondents utilising a case study research methodology, as detailed by Yin (1994: 1-17). The respondents represented two selected civil engineering consulting firms, one based in a developed country with an extensive interest in the Middle East, and the other based in an emerging country itself, with operations throughout Africa. The outcome of the research ii highlighted several internal risk factors affecting development in Africa and the Middle East, such as capacity, staff experience, available resources and corporate culture. External factors were, however, the primary focus of respondents’ feedback, and included the reliability of energy supply in the target country, the condition of the built infrastructure such as roads and ports, tax rates and cost of finance, the prevalence of corruption as well as the risk of civil conflict and political instability. The Project Risk Guideline was the final output of this research process, which represented a synthesis between the literature review, the case study investigations as well as synthesis of various accepted risk evaluation techniques. The Guideline is a stage-gate sequential process, and may be utilised by civil engineering consulting or contracting firms with an interest in risk profiling and mitigation for project developments in emerging nations.
- Full Text:
- Date Issued: 2010
The impact of company vision and values on the success of an automotive company in Nelson Mandela Bay (The case of Borbet South Africa)
- Authors: Van Vuuren, Brenton
- Date: 2010
- Subjects: Success in business -- South Africa , Labor productivity -- South Africa -- Eastern Cape , Profit -- South Africa -- Eastern Cape , Quality of products -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8657 , http://hdl.handle.net/10948/1331 , Success in business -- South Africa , Labor productivity -- South Africa -- Eastern Cape , Profit -- South Africa -- Eastern Cape , Quality of products -- South Africa -- Eastern Cape
- Description: Purpose – The primary aim of the study was to establish to what extent company vision impacted on productivity, profitability, morale and the quality of product at Borbet SA. Borbet SA is an aluminium wheel manufacturer situated in Port Elizabeth, Eastern Cape, South Africa. The secondary aim of the study was to establish whether the vision would be reached by applying the company values in action at Borbet SA. Methodology – Seventy-seven respondents employed at Borbet SA completed a Likert Scale Questionnaire to measure their knowledge and application of the company vision and values. The research study made use of a combination of qualitative and quantitative research approaches. The research study was qualitative as the topic was subjective to perception of the participants. However, the data was to be analyzed quantitatively through statistical practices. Findings – Overall, the participants were 99 percent aware of the vision statement at Borbet SA. Therefore, Borbet SA had succeeded in making company vision a part of their business strategy. The successful implementation of a vision and values at Borbet SA have improved productivity, profitability, morale and quality of product at the company. The study’s main findings were that employees between the ages of 18 – 29 years were especially optimistic of the company vision and values. Employees working at Borbet SA for between 4 – 5 years and working at Borbet for between 0 – 3 years tended to be more unenthusiastic about company vision and values. Middle management, including supervisors and team leaders, were also pessimistic about certain aspects concerning the vision of the company. Research limitations – One of the limitations of the research were that only 77 of the workforce completed the voluntary questionnaire. The questionnaire was in English and this was not the first language of the majority of the employees at Borbet SA. This could have prevented them from completing the questionnaire because they might not have felt confident in responding in ii English. Educational levels could also have influenced the response to the questionnaire seeing that not all employees had the same educational levels and, thus, this could have been intimidating. Recommendations – The main recommendation was that a mentoring programme be implemented in which younger and older employees could motivate each other and build morale. The management of Borbet SA was recommended to have team building sessions with middle management, supervisors and team leaders to build morale and optimism in these groups. Employees working for 4 – 5 years needed to be evaluated and motivated as some of them could have felt stagnant in their job positions.
- Full Text:
- Date Issued: 2010
- Authors: Van Vuuren, Brenton
- Date: 2010
- Subjects: Success in business -- South Africa , Labor productivity -- South Africa -- Eastern Cape , Profit -- South Africa -- Eastern Cape , Quality of products -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8657 , http://hdl.handle.net/10948/1331 , Success in business -- South Africa , Labor productivity -- South Africa -- Eastern Cape , Profit -- South Africa -- Eastern Cape , Quality of products -- South Africa -- Eastern Cape
- Description: Purpose – The primary aim of the study was to establish to what extent company vision impacted on productivity, profitability, morale and the quality of product at Borbet SA. Borbet SA is an aluminium wheel manufacturer situated in Port Elizabeth, Eastern Cape, South Africa. The secondary aim of the study was to establish whether the vision would be reached by applying the company values in action at Borbet SA. Methodology – Seventy-seven respondents employed at Borbet SA completed a Likert Scale Questionnaire to measure their knowledge and application of the company vision and values. The research study made use of a combination of qualitative and quantitative research approaches. The research study was qualitative as the topic was subjective to perception of the participants. However, the data was to be analyzed quantitatively through statistical practices. Findings – Overall, the participants were 99 percent aware of the vision statement at Borbet SA. Therefore, Borbet SA had succeeded in making company vision a part of their business strategy. The successful implementation of a vision and values at Borbet SA have improved productivity, profitability, morale and quality of product at the company. The study’s main findings were that employees between the ages of 18 – 29 years were especially optimistic of the company vision and values. Employees working at Borbet SA for between 4 – 5 years and working at Borbet for between 0 – 3 years tended to be more unenthusiastic about company vision and values. Middle management, including supervisors and team leaders, were also pessimistic about certain aspects concerning the vision of the company. Research limitations – One of the limitations of the research were that only 77 of the workforce completed the voluntary questionnaire. The questionnaire was in English and this was not the first language of the majority of the employees at Borbet SA. This could have prevented them from completing the questionnaire because they might not have felt confident in responding in ii English. Educational levels could also have influenced the response to the questionnaire seeing that not all employees had the same educational levels and, thus, this could have been intimidating. Recommendations – The main recommendation was that a mentoring programme be implemented in which younger and older employees could motivate each other and build morale. The management of Borbet SA was recommended to have team building sessions with middle management, supervisors and team leaders to build morale and optimism in these groups. Employees working for 4 – 5 years needed to be evaluated and motivated as some of them could have felt stagnant in their job positions.
- Full Text:
- Date Issued: 2010
Best practices in dealing with substance abuse in the workplace
- Authors: Mboniswa, Hlangalwethu
- Date: 2015
- Subjects: Substance abuse -- Prevention , Alcoholism and employment -- South Africa , Employee assistance programs -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8542 , vital:26404
- Description: The research study was to identify what strategies could be used by organizations in managing or containing substance abuse in the workplace. In solving the research problems, the following actions were taken: A literature study was conducted to identify the scope and impact of substance abuse in the workplace; A literature study was also conducted to identify the strategies to prevent and contain substance abuse in the workplace;The findings from the literature studies were integrated into a model of best practices for the management of substance abuse in the workplace; The model was used as a basis for the development of a survey questionnaire to determine which strategies and wellness activities the surveyed companies were using. The questionnaire survey was administered at 25 companies in Port Elizabeth. The empirical results revealed that substance abuse was common at all organizations and the size of the organization had no bearing on the extent of the substance abuse problem. The majority of the participants in the study indicated that they experienced substance abuse problems in their organizations with alcohol consumption being the main problem at these organizations. The results also revealed that companies were not doing enough in terms of education and awareness campaigns. The lack of campaigns and education material could pose a difficult challenge to deal with and could result in companies experiencing adverse performance. Another contributing factor in the prevalence of substance abuse in the workplace was that alcohol and tobacco were referred to as socially acceptable substances.
- Full Text:
- Date Issued: 2015
- Authors: Mboniswa, Hlangalwethu
- Date: 2015
- Subjects: Substance abuse -- Prevention , Alcoholism and employment -- South Africa , Employee assistance programs -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/8542 , vital:26404
- Description: The research study was to identify what strategies could be used by organizations in managing or containing substance abuse in the workplace. In solving the research problems, the following actions were taken: A literature study was conducted to identify the scope and impact of substance abuse in the workplace; A literature study was also conducted to identify the strategies to prevent and contain substance abuse in the workplace;The findings from the literature studies were integrated into a model of best practices for the management of substance abuse in the workplace; The model was used as a basis for the development of a survey questionnaire to determine which strategies and wellness activities the surveyed companies were using. The questionnaire survey was administered at 25 companies in Port Elizabeth. The empirical results revealed that substance abuse was common at all organizations and the size of the organization had no bearing on the extent of the substance abuse problem. The majority of the participants in the study indicated that they experienced substance abuse problems in their organizations with alcohol consumption being the main problem at these organizations. The results also revealed that companies were not doing enough in terms of education and awareness campaigns. The lack of campaigns and education material could pose a difficult challenge to deal with and could result in companies experiencing adverse performance. Another contributing factor in the prevalence of substance abuse in the workplace was that alcohol and tobacco were referred to as socially acceptable substances.
- Full Text:
- Date Issued: 2015
The impact of economic downturn on black economic empowerment and banks
- Authors: Daniels, Sinclair Lonwabo
- Date: 2010
- Subjects: South Africa -- Economic conditions -- 21st century , South Africa -- Economic conditions , Business enterprises, Black -- South Africa , Blacks -- Employment -- South Africa , Employee empowerment -- South Africa , Banks and banking -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8620 , http://hdl.handle.net/10948/1505 , South Africa -- Economic conditions -- 21st century , South Africa -- Economic conditions , Business enterprises, Black -- South Africa , Blacks -- Employment -- South Africa , Employee empowerment -- South Africa , Banks and banking -- South Africa
- Description: The purpose of this treatise is to ascertain the impact of economic downturn on Black Economic Empowerment (BEE) and Banks. This has been sparked by the huge speculations in the market as to what will happen to BEE and how will the banks cope in general with the impact of this scourge. It is imperative to understand the influence of the 2008+ economic downturn on socio-economic reconstruction and development in South Africa and the black economic empowerment and its funding mechanisms. The treatise has two phases the, namely the theoretical phase and a bit of narrative phase. In the theoretical phase the research study interrogates what the literature review reveals about the economic downturn, BEE as well as performances of different banks across the world. This shows the economic impact that the banks have had to endure during the economic downturn. This resulted in stock markets losing their value. The dividend earners were significantly affected including a sizeable number of BEE companies. The BEE companies are perceived to be too reliant on debt on to finance their deals and this treatise will look at various options of financing a BEE deal and what is deem to the most suited financing structure. The narrative phase involves semi-structured interviews that were conducted in order to ascertain the real impact that South African were faced with and how they have managed to steer clear of the turbulent waters. This also looked at how the BEE consultant views the current occurrences in the market.
- Full Text:
- Date Issued: 2010
- Authors: Daniels, Sinclair Lonwabo
- Date: 2010
- Subjects: South Africa -- Economic conditions -- 21st century , South Africa -- Economic conditions , Business enterprises, Black -- South Africa , Blacks -- Employment -- South Africa , Employee empowerment -- South Africa , Banks and banking -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8620 , http://hdl.handle.net/10948/1505 , South Africa -- Economic conditions -- 21st century , South Africa -- Economic conditions , Business enterprises, Black -- South Africa , Blacks -- Employment -- South Africa , Employee empowerment -- South Africa , Banks and banking -- South Africa
- Description: The purpose of this treatise is to ascertain the impact of economic downturn on Black Economic Empowerment (BEE) and Banks. This has been sparked by the huge speculations in the market as to what will happen to BEE and how will the banks cope in general with the impact of this scourge. It is imperative to understand the influence of the 2008+ economic downturn on socio-economic reconstruction and development in South Africa and the black economic empowerment and its funding mechanisms. The treatise has two phases the, namely the theoretical phase and a bit of narrative phase. In the theoretical phase the research study interrogates what the literature review reveals about the economic downturn, BEE as well as performances of different banks across the world. This shows the economic impact that the banks have had to endure during the economic downturn. This resulted in stock markets losing their value. The dividend earners were significantly affected including a sizeable number of BEE companies. The BEE companies are perceived to be too reliant on debt on to finance their deals and this treatise will look at various options of financing a BEE deal and what is deem to the most suited financing structure. The narrative phase involves semi-structured interviews that were conducted in order to ascertain the real impact that South African were faced with and how they have managed to steer clear of the turbulent waters. This also looked at how the BEE consultant views the current occurrences in the market.
- Full Text:
- Date Issued: 2010
Strategy implementation at the Rand Water Board
- Authors: Leaver, Brian Jeffrey
- Date: 2018
- Subjects: Uncatalogued
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/62118 , vital:28129
- Description: Expected release date-April 2019
- Full Text:
- Date Issued: 2018
- Authors: Leaver, Brian Jeffrey
- Date: 2018
- Subjects: Uncatalogued
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/62118 , vital:28129
- Description: Expected release date-April 2019
- Full Text:
- Date Issued: 2018
Strategic thinking during a period of turbulence : a case study of the BancABC Zimbabwe
- Authors: Mberi, Mary-Jane
- Date: 2015
- Subjects: BancABC (Zimbabwe) , Strategic planning -- Case studies , Strategic planning -- Zimbabwe , Inflation (Finance) -- Zimbabwe , Problem solving -- Zimbabwe , Crisis management -- Zimbabwe , Decision making -- Zimbabwe , Critical incident technique
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:861 , http://hdl.handle.net/10962/d1020603
- Description: A review of strategic thinking literature indicates that research has tended to focus on experiences contributing to strategic thinking, the strategic thinking perspectives that executives are likely to follow based on the environments in which they have developed their strategic competencies, and examining executives’ cognitive maps within the context of strategic management (O’ Shannassy 2003; Kutschera, and Ryan, 2009; Meyer, 2007). As an expansion of these principles and foundations of strategic thinking, this research was a study of the extent to which strategic thinking perspectives are utilised during macro environmental turbulence. According to Cravens et al. (2009: 31) volatility, reinvention, and fundamental changes in markets present unprecedented challenges to researchers and executives. “Unfortunately, too often traditional conceptual models and theories fail to provide adequate insight for coping with this new and rapidly changing business environment. Traditional market perspectives and conceptual logic may even blind researchers and strategic decision makers to the real threats present in the changing competitive landscape and new market space, and to opportunities for added value which can be uncovered and exploited” Cravens et al. (2009: 31). Hyperinflation in Zimbabwe was a major problem from 2003 to April 2009, when the country suspended its own currency and for the next five years the country continued to struggle with various macro environmental challenges. It is this backdrop that makes this research intriguing, where the soundness of any organisation is said to be crucially linked to the soundness of the macro environment, including macroeconomic policies as well as internal governance, market discipline; regulation and supervision (Louw and Venter, 2010). The research was a case study of BancABC Zimbabwe and focused on the period 2009 to 2013. BancABC Zimbabwe is a subsidiary of ABC Holdings Limited which is listed on the Botswana and Zimbabwe stock exchanges (BancABC, 2012). The aim of the study as the first key activity was to explore and describe how the BancABC executives responded to the critical macro environmental incidents identified, at a management or executive team perspective, and secondly, whether the rational reasoning or generative reasoning perspective was dominant during the period of turbulence. The goal is to gain insights of the strategic thinking process followed by executives during a period of macro-environmental turbulence. Literature defines strategic thinking concept as the cognitive process undertaken by executives in relation to problem solving in the business context. Two main perspectives are discussed: Strategic thinking as a science (rational thinking) is the prescriptive, structured nature of strategic thinking; arguments are that it is a less complex perspective for executives to adopt. Strategic thinking as an art (generative thinking) is the perspective that allows the strategist to think outside the box and be more creative about solving strategic problems. The discussion presents how the two perspectives can be used to complement each other and provide a more robust strategic thinking framework. The multi-perspective approach to strategic thinking recommends the right balance between analysis, intuition and creativity can be used to create new frameworks and innovative solutions. The ability to balance these strategic thinking perspectives enables executives to solve strategic problems (Linkov, 1999). The research findings highlighted the effect of time and availability of information on the strategic thinking perspective adopted by executives during times of uncertainty. It was noted that when time and information were available, executives appeared to use the rational strategic thinking perspective, while if there was limited time and information to solve problems the generative thinking perspective was dominantly used. Further the importance of integrative strategic thinking which facilitates the use of both intuition and analysis when solving strategic problems in a turbulent macro environment was also highlighted. The research thesis adopted the structure of a case study, relying on the critical incident technique to create the context of the study; and can be used to explore and discuss strategic thinking for teaching purposes. The results of the study can be recognised as a contribution towards the development of strategic thinking particularly in times of turbulence. It can also form the basis for future studies in the context of strategic thinking.
- Full Text:
- Date Issued: 2015
- Authors: Mberi, Mary-Jane
- Date: 2015
- Subjects: BancABC (Zimbabwe) , Strategic planning -- Case studies , Strategic planning -- Zimbabwe , Inflation (Finance) -- Zimbabwe , Problem solving -- Zimbabwe , Crisis management -- Zimbabwe , Decision making -- Zimbabwe , Critical incident technique
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:861 , http://hdl.handle.net/10962/d1020603
- Description: A review of strategic thinking literature indicates that research has tended to focus on experiences contributing to strategic thinking, the strategic thinking perspectives that executives are likely to follow based on the environments in which they have developed their strategic competencies, and examining executives’ cognitive maps within the context of strategic management (O’ Shannassy 2003; Kutschera, and Ryan, 2009; Meyer, 2007). As an expansion of these principles and foundations of strategic thinking, this research was a study of the extent to which strategic thinking perspectives are utilised during macro environmental turbulence. According to Cravens et al. (2009: 31) volatility, reinvention, and fundamental changes in markets present unprecedented challenges to researchers and executives. “Unfortunately, too often traditional conceptual models and theories fail to provide adequate insight for coping with this new and rapidly changing business environment. Traditional market perspectives and conceptual logic may even blind researchers and strategic decision makers to the real threats present in the changing competitive landscape and new market space, and to opportunities for added value which can be uncovered and exploited” Cravens et al. (2009: 31). Hyperinflation in Zimbabwe was a major problem from 2003 to April 2009, when the country suspended its own currency and for the next five years the country continued to struggle with various macro environmental challenges. It is this backdrop that makes this research intriguing, where the soundness of any organisation is said to be crucially linked to the soundness of the macro environment, including macroeconomic policies as well as internal governance, market discipline; regulation and supervision (Louw and Venter, 2010). The research was a case study of BancABC Zimbabwe and focused on the period 2009 to 2013. BancABC Zimbabwe is a subsidiary of ABC Holdings Limited which is listed on the Botswana and Zimbabwe stock exchanges (BancABC, 2012). The aim of the study as the first key activity was to explore and describe how the BancABC executives responded to the critical macro environmental incidents identified, at a management or executive team perspective, and secondly, whether the rational reasoning or generative reasoning perspective was dominant during the period of turbulence. The goal is to gain insights of the strategic thinking process followed by executives during a period of macro-environmental turbulence. Literature defines strategic thinking concept as the cognitive process undertaken by executives in relation to problem solving in the business context. Two main perspectives are discussed: Strategic thinking as a science (rational thinking) is the prescriptive, structured nature of strategic thinking; arguments are that it is a less complex perspective for executives to adopt. Strategic thinking as an art (generative thinking) is the perspective that allows the strategist to think outside the box and be more creative about solving strategic problems. The discussion presents how the two perspectives can be used to complement each other and provide a more robust strategic thinking framework. The multi-perspective approach to strategic thinking recommends the right balance between analysis, intuition and creativity can be used to create new frameworks and innovative solutions. The ability to balance these strategic thinking perspectives enables executives to solve strategic problems (Linkov, 1999). The research findings highlighted the effect of time and availability of information on the strategic thinking perspective adopted by executives during times of uncertainty. It was noted that when time and information were available, executives appeared to use the rational strategic thinking perspective, while if there was limited time and information to solve problems the generative thinking perspective was dominantly used. Further the importance of integrative strategic thinking which facilitates the use of both intuition and analysis when solving strategic problems in a turbulent macro environment was also highlighted. The research thesis adopted the structure of a case study, relying on the critical incident technique to create the context of the study; and can be used to explore and discuss strategic thinking for teaching purposes. The results of the study can be recognised as a contribution towards the development of strategic thinking particularly in times of turbulence. It can also form the basis for future studies in the context of strategic thinking.
- Full Text:
- Date Issued: 2015
Investigating the effectiveness of environmental sustainability initiatives at General Motors South Africa
- Authors: Walsh, Lauren Arlene
- Date: 2013
- Subjects: General Motors Corporation , Sustainable development , Economic development -- Environmental aspects , Industrial management -- Environmental aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8903 , http://hdl.handle.net/10948/d1020996
- Description: There is a consensus globally that climate change is one of the biggest challenges facing operations. Immediate actions are required to reduce the carbon footprint in order for the environment to endure future logistics processes and activities (The National Treasury department of South Africa, 2010). Greenhouse gases (GHGs) are emissions generated from manufacturing processes, distribution networks and treatments processes (Verfaillie and Bidwell, 2000). Companies globally are expected to monitor pollution and focus on reducing the discharge of pollutants. Logistics Managers are therefore pressured to reduce the carbon footprint as it affects the environment and our health. Companies are becoming more concerned with the impact of various activities and processes on the environment. Traditional logistics models, primarily focuses on minimising cost with little focus on the environmental impact and sustaining operations for the future (Sbihi and Eglese, 2009) General Motors (GM) is a multi-national vehicle manufacturer with operations in various countries. GM filed for bankruptcy in 2009 resulting in the formation of the new GM; one of the focus areas was to ensure sustainability which resulted in the introduction of the ‘Sustainability in motion’ program in 2009 (New York Times, 2009). General Motors South Africa (GMSAf) is a vehicle assembler with manufacturing facilities and head offices located in Port Elizabeth. The company is a wholly owned subsidiary of the multinational General Motors Company. The aim of the research is to determine whether a culture that promotes environmentally conscious behaviour exists within employees and their relationships within a team, with management, stakeholders and suppliers. The study will assist in highlighting areas which need improvement to enable the creation of environmentally sustainable initiatives and implementation thereof. The empirical study revealed that the following management commitment, education and training, performance management and participation and involvement were important factors in the effective implementation of an environmental sustainability program.
- Full Text:
- Date Issued: 2013
- Authors: Walsh, Lauren Arlene
- Date: 2013
- Subjects: General Motors Corporation , Sustainable development , Economic development -- Environmental aspects , Industrial management -- Environmental aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8903 , http://hdl.handle.net/10948/d1020996
- Description: There is a consensus globally that climate change is one of the biggest challenges facing operations. Immediate actions are required to reduce the carbon footprint in order for the environment to endure future logistics processes and activities (The National Treasury department of South Africa, 2010). Greenhouse gases (GHGs) are emissions generated from manufacturing processes, distribution networks and treatments processes (Verfaillie and Bidwell, 2000). Companies globally are expected to monitor pollution and focus on reducing the discharge of pollutants. Logistics Managers are therefore pressured to reduce the carbon footprint as it affects the environment and our health. Companies are becoming more concerned with the impact of various activities and processes on the environment. Traditional logistics models, primarily focuses on minimising cost with little focus on the environmental impact and sustaining operations for the future (Sbihi and Eglese, 2009) General Motors (GM) is a multi-national vehicle manufacturer with operations in various countries. GM filed for bankruptcy in 2009 resulting in the formation of the new GM; one of the focus areas was to ensure sustainability which resulted in the introduction of the ‘Sustainability in motion’ program in 2009 (New York Times, 2009). General Motors South Africa (GMSAf) is a vehicle assembler with manufacturing facilities and head offices located in Port Elizabeth. The company is a wholly owned subsidiary of the multinational General Motors Company. The aim of the research is to determine whether a culture that promotes environmentally conscious behaviour exists within employees and their relationships within a team, with management, stakeholders and suppliers. The study will assist in highlighting areas which need improvement to enable the creation of environmentally sustainable initiatives and implementation thereof. The empirical study revealed that the following management commitment, education and training, performance management and participation and involvement were important factors in the effective implementation of an environmental sustainability program.
- Full Text:
- Date Issued: 2013
Using experience from previous failed implementations to improve future lean implementation strategy
- Authors: Hiles, Charmelle Amanda
- Date: 2015
- Subjects: Lean manufacturing -- Management Production planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11047 , vital:26880
- Description: The main objective of the study was to ascertain the presence of the identified critical success factors for lean sustainability in a chemical manufacturing company in Port Elizabeth. The critical success factors that formed part of the research included leadership involvement and commitment, management involvement and commitment, employee engagement and organisational culture. The methodology used was one of a positivistic approach. A questionnaire was utilized and the responses were analyzed using various statistical methods. Based on the results from the analysis, recommendations and conclusions could be drawn. The inferential results of the study indicated that all the critical success factors identified for this study were present within the organisation. However, there were still a large percentage of respondents that remained neutral across all the questions which could indicate reasons why previous attempts in lean implementation failed. The recommendations provided were based on the findings of the study. An implementation strategy was identified and outlined. This strategy and recommendations will assist in providing a sound platform for a sustainable lean initiative within the organisation.
- Full Text:
- Date Issued: 2015
Using experience from previous failed implementations to improve future lean implementation strategy
- Authors: Hiles, Charmelle Amanda
- Date: 2015
- Subjects: Lean manufacturing -- Management Production planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/11047 , vital:26880
- Description: The main objective of the study was to ascertain the presence of the identified critical success factors for lean sustainability in a chemical manufacturing company in Port Elizabeth. The critical success factors that formed part of the research included leadership involvement and commitment, management involvement and commitment, employee engagement and organisational culture. The methodology used was one of a positivistic approach. A questionnaire was utilized and the responses were analyzed using various statistical methods. Based on the results from the analysis, recommendations and conclusions could be drawn. The inferential results of the study indicated that all the critical success factors identified for this study were present within the organisation. However, there were still a large percentage of respondents that remained neutral across all the questions which could indicate reasons why previous attempts in lean implementation failed. The recommendations provided were based on the findings of the study. An implementation strategy was identified and outlined. This strategy and recommendations will assist in providing a sound platform for a sustainable lean initiative within the organisation.
- Full Text:
- Date Issued: 2015
Identification of the determinants of customer satisfaction with services provided by a selected pension fund agency
- Authors: Mayekiso, Pumza
- Date: 2013
- Subjects: Consumer satisfaction -- South Africa , Customer relations -- Management , Trust companies -- Customer services
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8913 , http://hdl.handle.net/10948/d1021059
- Description: Understanding customers’ views on service quality is important for any business providing service and interested in making sure that they are being responsive to customers. Continuous evaluation of customer satisfaction is an important factor in the service sector. To date, most attempts have focused on what determines customer satisfaction in services rendered by organisations. The primary objective of the current study was to identify the determinants of customer satisfaction with services at Government Employees Pension Fund. The study investigated how customer satisfaction (the dependent variable) is influenced by the different elements, namely service quality, perceived value, and customer expectations, which represented the independent variables. The significance of the study hinges on three area i.e. management, policy makers and stakeholders. The study will also provide a justifiably valid and reliable guide to designing workable service delivery improvement strategies for creating and delivering customer value, achieving customer satisfaction and achieving sustainable business growth of Government Employees Pension Fund. The data collection was made using the questionnaire. A total of 150 questionnaires was distributed and 108 were completed and returned. This translated to a response rate of 72 percent. The empirical results showed that service quality and perceived value have a positive impact on customer satisfaction. On the other hand, the results revealed that customer expectations do not have a positive influence on customer satisfaction.
- Full Text:
- Date Issued: 2013
- Authors: Mayekiso, Pumza
- Date: 2013
- Subjects: Consumer satisfaction -- South Africa , Customer relations -- Management , Trust companies -- Customer services
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8913 , http://hdl.handle.net/10948/d1021059
- Description: Understanding customers’ views on service quality is important for any business providing service and interested in making sure that they are being responsive to customers. Continuous evaluation of customer satisfaction is an important factor in the service sector. To date, most attempts have focused on what determines customer satisfaction in services rendered by organisations. The primary objective of the current study was to identify the determinants of customer satisfaction with services at Government Employees Pension Fund. The study investigated how customer satisfaction (the dependent variable) is influenced by the different elements, namely service quality, perceived value, and customer expectations, which represented the independent variables. The significance of the study hinges on three area i.e. management, policy makers and stakeholders. The study will also provide a justifiably valid and reliable guide to designing workable service delivery improvement strategies for creating and delivering customer value, achieving customer satisfaction and achieving sustainable business growth of Government Employees Pension Fund. The data collection was made using the questionnaire. A total of 150 questionnaires was distributed and 108 were completed and returned. This translated to a response rate of 72 percent. The empirical results showed that service quality and perceived value have a positive impact on customer satisfaction. On the other hand, the results revealed that customer expectations do not have a positive influence on customer satisfaction.
- Full Text:
- Date Issued: 2013