"It was a brilliant time" : an investigation into the experiences of the founder group of the Directorate of Special Operations
- Geyer-van Rensburg, Karen Helen
- Authors: Geyer-van Rensburg, Karen Helen
- Date: 2004
- Subjects: National Prosecuting Authority of South Africa. Directorate of Special Operations Crime -- South Africa Crime -- Prevention -- South Africa Criminal Justice, Administration of -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:815 , http://hdl.handle.net/10962/d1007919
- Description: The President, Thabo Mbeki, established the Directorate of Special Operations (DSO) in 1999 shortly after the general elections. The DSO was intended to supplement the efforts of the South African Police Services in combating crime. The unit would concentrate on national priority crimes and police corruption and would report to the National Director of Public Prosecutions (NDPP). The founder members of the DSO were identified in my research and open-ended interviews were conducted with them. The goal of my research was to understand the founder group's experience of the creation of the organisational culture of the DSO and what that experience meant to them . In particular, I wanted to establish what role the founder members of the DSO believed their values and beliefs played in creating the organisation's culture, and their perception of how those values influenced the leadership, management and organisation processes of the DSO. The public sector environment seldom offers opportunities to create something new and this was a unique experience. The founder members received no personal gain except the satisfaction of creating something that would be there for their descendants, something that would change the face of law enforcement forever and in fact, pioneer the troika methodology for the first time in the world within a permanent structure. The values of the founder members influenced their decision to join and they believed that the DSO would make a difference in the lives of ordinary South Africans. They were dedicated, committed, loyal and passionate. Their leadership inspired the members of the organisation and ensured the success of the DSO, despite the lack of resources, staff and legislation. This was an exciting time in the history of the organisation and many personal sacrifices were made. The founder members are proud of the achievements of the DSO and of having been a part thereof. It certainly was "a brilliant time".
- Full Text:
- Date Issued: 2004
- Authors: Geyer-van Rensburg, Karen Helen
- Date: 2004
- Subjects: National Prosecuting Authority of South Africa. Directorate of Special Operations Crime -- South Africa Crime -- Prevention -- South Africa Criminal Justice, Administration of -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:815 , http://hdl.handle.net/10962/d1007919
- Description: The President, Thabo Mbeki, established the Directorate of Special Operations (DSO) in 1999 shortly after the general elections. The DSO was intended to supplement the efforts of the South African Police Services in combating crime. The unit would concentrate on national priority crimes and police corruption and would report to the National Director of Public Prosecutions (NDPP). The founder members of the DSO were identified in my research and open-ended interviews were conducted with them. The goal of my research was to understand the founder group's experience of the creation of the organisational culture of the DSO and what that experience meant to them . In particular, I wanted to establish what role the founder members of the DSO believed their values and beliefs played in creating the organisation's culture, and their perception of how those values influenced the leadership, management and organisation processes of the DSO. The public sector environment seldom offers opportunities to create something new and this was a unique experience. The founder members received no personal gain except the satisfaction of creating something that would be there for their descendants, something that would change the face of law enforcement forever and in fact, pioneer the troika methodology for the first time in the world within a permanent structure. The values of the founder members influenced their decision to join and they believed that the DSO would make a difference in the lives of ordinary South Africans. They were dedicated, committed, loyal and passionate. Their leadership inspired the members of the organisation and ensured the success of the DSO, despite the lack of resources, staff and legislation. This was an exciting time in the history of the organisation and many personal sacrifices were made. The founder members are proud of the achievements of the DSO and of having been a part thereof. It certainly was "a brilliant time".
- Full Text:
- Date Issued: 2004
An appraisal of the Department of Provincial and Local Government's management and coordination of Donor Assistance Programs to local government in South Africa
- Authors: Dzengwa, Simphiwe
- Date: 2004
- Subjects: South Africa. Dept. of Provincial & Local Government , Local government -- South Africa , Municipal government -- South Africa , Economic assistance -- South Africa , South Africa -- Politics and government , South Africa -- Foreign relations
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:816 , http://hdl.handle.net/10962/d1007923
- Description: This study is a contribution to the ongoing debate concerning the role and involvement of foreign donor entities in the processes of transforming and creating viable and sustainable municipal entities in South Africa. The discussion particularly focuses on the relationship between the donor community and the Department of Provincial and Local Government (DPLG) and how this relationship has been nurtured, coordinated and managed. The study acknowledges the challenges pertaining to local government transformation and the role and mandate assigned to the DPLG by the South African Constitution and the Presidential Coordinating Council (PCC) for it to facilitate the creation of developmental local government. In discussing this, consideration is given to capacity and resource constraints within the Department, which necessitate that it collaborates closely with other stakeholders, particularly donors, in seeking to augment its resource base and capacity. The Department's lack of capacity is further complicated by the various pieces of legislation, which have a serious bearing on how municipalities have to work - irrespective of their capacity and resources limitations. The research also focuses on how this relationship, between the DPLG and foreign aid donors working in the local government sector, is coordinated and managed. From evidence gathered and interviews conducted, the conclusion is drawn that there is much room for the DPLG to improve and strategically focus its interaction with donors as informed by its mandate and strategic priorities. Proposals, which entail development of donor management guidelines, setting up of a donor coordination unit within DPLG, the improvement of the understanding of donor work politics and modalities among DPLG officials, etc., are made.
- Full Text:
- Date Issued: 2004
- Authors: Dzengwa, Simphiwe
- Date: 2004
- Subjects: South Africa. Dept. of Provincial & Local Government , Local government -- South Africa , Municipal government -- South Africa , Economic assistance -- South Africa , South Africa -- Politics and government , South Africa -- Foreign relations
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:816 , http://hdl.handle.net/10962/d1007923
- Description: This study is a contribution to the ongoing debate concerning the role and involvement of foreign donor entities in the processes of transforming and creating viable and sustainable municipal entities in South Africa. The discussion particularly focuses on the relationship between the donor community and the Department of Provincial and Local Government (DPLG) and how this relationship has been nurtured, coordinated and managed. The study acknowledges the challenges pertaining to local government transformation and the role and mandate assigned to the DPLG by the South African Constitution and the Presidential Coordinating Council (PCC) for it to facilitate the creation of developmental local government. In discussing this, consideration is given to capacity and resource constraints within the Department, which necessitate that it collaborates closely with other stakeholders, particularly donors, in seeking to augment its resource base and capacity. The Department's lack of capacity is further complicated by the various pieces of legislation, which have a serious bearing on how municipalities have to work - irrespective of their capacity and resources limitations. The research also focuses on how this relationship, between the DPLG and foreign aid donors working in the local government sector, is coordinated and managed. From evidence gathered and interviews conducted, the conclusion is drawn that there is much room for the DPLG to improve and strategically focus its interaction with donors as informed by its mandate and strategic priorities. Proposals, which entail development of donor management guidelines, setting up of a donor coordination unit within DPLG, the improvement of the understanding of donor work politics and modalities among DPLG officials, etc., are made.
- Full Text:
- Date Issued: 2004
An assessment of the capability of the Eastern Cape Tourism Board to cope with change
- Authors: Mona, Nomkhita Princess
- Date: 2004
- Subjects: Eastern Cape Tourism Board Tourism -- South Africa -- Eastern Cape Organizational change -- South Africa -- Eastern Cape -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:812 , http://hdl.handle.net/10962/d1007683
- Description: This study set out to examine whether the Eastern Cape Tourism Board (ECTB) had the capability to cope with change. The tourism industry is very dynamic and for the organization to survive, it must be able to adapt itself in a constantly changing environment. The research question was derived from a study done by Human and Horwitz (1992), in which they examined how South African companies cope with change. They developed a model and a questionnaire to measure the capabilities of coping with change. Their model and questionnaire were based on the following four dimensions: strategic orientation, control orientation, social focus and institutional focus. This model classified organizations into four types, namely: the Boardroom organization, the Technocracy organization, the Hardhat organization as well as the Missionary organization. These typologies are discussed in Chapter 2. A modified version of the Human and Horwitz questionnaire was used to conduct this research. The original questionnaire has 32 items, and the questionnaire used in this study has the same number of items. The modification was done to nine questions, to ensure that they were of specific relevance to the organization being researched. The questions were slightly modified taking care to ensure that they still fit within the original dimensions measured by Human and Horwitz (1992). The questionnaires were distributed within the organization, particularly to those employees in the Tourism section, as the organization also had a Conservation section. The Conservation section was excluded due to the fact that a policy decision had already been taken to separate the two sections, thereby creating two organizations. When the questionnaires were returned, they were analyzed using 'Statistica' , a computerized statistics program. The results showed that the ECTB does not have the capability to cope with change as it lacked the critical strategic orientation that Human and Horwitz (1992) suggest is a key requirement for coping. The profile of the organization showed that the ECTB could be classified as primarily being a Technocracy organization, and secondarily a 'Hardhat' organization. (See details in Chapter 4). Human and Horwitz (1992) suggest that an organization to be able to cope with change, must be a 'hybrid' of these four types. The implications of these results suggest that the organization is lacking in the dynamism brought about by having a strategic orientation. Human and Horwitz argue that the profile of an organization coping well with change should show a 'balance' in terms of orientation (strategic orientation and control orientation). The ECTB's profile does not show this balance, and can therefore be said not to have the capability to cope with change. The results of the profile are discussed in Chapter 4.
- Full Text:
- Date Issued: 2004
- Authors: Mona, Nomkhita Princess
- Date: 2004
- Subjects: Eastern Cape Tourism Board Tourism -- South Africa -- Eastern Cape Organizational change -- South Africa -- Eastern Cape -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:812 , http://hdl.handle.net/10962/d1007683
- Description: This study set out to examine whether the Eastern Cape Tourism Board (ECTB) had the capability to cope with change. The tourism industry is very dynamic and for the organization to survive, it must be able to adapt itself in a constantly changing environment. The research question was derived from a study done by Human and Horwitz (1992), in which they examined how South African companies cope with change. They developed a model and a questionnaire to measure the capabilities of coping with change. Their model and questionnaire were based on the following four dimensions: strategic orientation, control orientation, social focus and institutional focus. This model classified organizations into four types, namely: the Boardroom organization, the Technocracy organization, the Hardhat organization as well as the Missionary organization. These typologies are discussed in Chapter 2. A modified version of the Human and Horwitz questionnaire was used to conduct this research. The original questionnaire has 32 items, and the questionnaire used in this study has the same number of items. The modification was done to nine questions, to ensure that they were of specific relevance to the organization being researched. The questions were slightly modified taking care to ensure that they still fit within the original dimensions measured by Human and Horwitz (1992). The questionnaires were distributed within the organization, particularly to those employees in the Tourism section, as the organization also had a Conservation section. The Conservation section was excluded due to the fact that a policy decision had already been taken to separate the two sections, thereby creating two organizations. When the questionnaires were returned, they were analyzed using 'Statistica' , a computerized statistics program. The results showed that the ECTB does not have the capability to cope with change as it lacked the critical strategic orientation that Human and Horwitz (1992) suggest is a key requirement for coping. The profile of the organization showed that the ECTB could be classified as primarily being a Technocracy organization, and secondarily a 'Hardhat' organization. (See details in Chapter 4). Human and Horwitz (1992) suggest that an organization to be able to cope with change, must be a 'hybrid' of these four types. The implications of these results suggest that the organization is lacking in the dynamism brought about by having a strategic orientation. Human and Horwitz argue that the profile of an organization coping well with change should show a 'balance' in terms of orientation (strategic orientation and control orientation). The ECTB's profile does not show this balance, and can therefore be said not to have the capability to cope with change. The results of the profile are discussed in Chapter 4.
- Full Text:
- Date Issued: 2004
An assessment of the knowledge processing environment in an organisation : a case study
- Authors: Vlok, Daniël
- Date: 2004
- Subjects: Rhodes University (East London) -- Information Technology Department Knowledge management Organizational behavior Organizational learning Information storage and retrieval systems
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:721 , http://hdl.handle.net/10962/d1003806
- Description: Knowledge Management is associated with organisational initiatives in response to the demands of a knowledge-based economy in which the potential value of knowledge as a source for competitive advantage is recognised. However, the lack of a common understanding about knowledge itself, its characteristics and how it is constructed has led to diverse approaches about how to "manage" it. This study presents a critical overview of traditional and contemporary KM approaches. The main focus of this study was to discover and apply a suitable methodology for assessing an organisation's knowledge processing environment. This includes an analysis of the current practices and behaviours of people within the organisation relating to the creation of new knowledge and integrating such knowledge into day-to-day work. It also includes inferring from the above practices those policies and programmes that affect knowledge outcomes. This research makes extensive use of the Knowledge Life Cycle (KLC) framework and the Policy Synchronisation Method (PSM) developed by advocates of the New Knowledge Management movement. A case study approach was followed using a range of data collection methods, which included personal interviews, a social network survey and focus group discussions. The selected case is the small IT department at the East London campus of Rhodes University. Evidence from the case suggests that the knowledge processing environment within the IT department is unhealthy. The current knowledge processing practices and behaviours are undesirable and not geared towards the creation of new knowledge and the integration of such knowledge within the business processes of the IT department. There is little evidence of individual and organisational learning occurring and the problem solving process itself is severely hampered by dysfunctional knowledge practices. The study concludes that the above state of affairs is a reflection of the quality and appropriateness of policies and programmes in the extended organisation. Equally, the local definition of rules, procedures and the execution thereof at a business unit level is mostly lacking. The study illustrates that a systematic assessment of the knowledge processing environment provides the organisation with a sound baseline from where knowledge-based interventions can be launched.
- Full Text:
- Date Issued: 2004
- Authors: Vlok, Daniël
- Date: 2004
- Subjects: Rhodes University (East London) -- Information Technology Department Knowledge management Organizational behavior Organizational learning Information storage and retrieval systems
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:721 , http://hdl.handle.net/10962/d1003806
- Description: Knowledge Management is associated with organisational initiatives in response to the demands of a knowledge-based economy in which the potential value of knowledge as a source for competitive advantage is recognised. However, the lack of a common understanding about knowledge itself, its characteristics and how it is constructed has led to diverse approaches about how to "manage" it. This study presents a critical overview of traditional and contemporary KM approaches. The main focus of this study was to discover and apply a suitable methodology for assessing an organisation's knowledge processing environment. This includes an analysis of the current practices and behaviours of people within the organisation relating to the creation of new knowledge and integrating such knowledge into day-to-day work. It also includes inferring from the above practices those policies and programmes that affect knowledge outcomes. This research makes extensive use of the Knowledge Life Cycle (KLC) framework and the Policy Synchronisation Method (PSM) developed by advocates of the New Knowledge Management movement. A case study approach was followed using a range of data collection methods, which included personal interviews, a social network survey and focus group discussions. The selected case is the small IT department at the East London campus of Rhodes University. Evidence from the case suggests that the knowledge processing environment within the IT department is unhealthy. The current knowledge processing practices and behaviours are undesirable and not geared towards the creation of new knowledge and the integration of such knowledge within the business processes of the IT department. There is little evidence of individual and organisational learning occurring and the problem solving process itself is severely hampered by dysfunctional knowledge practices. The study concludes that the above state of affairs is a reflection of the quality and appropriateness of policies and programmes in the extended organisation. Equally, the local definition of rules, procedures and the execution thereof at a business unit level is mostly lacking. The study illustrates that a systematic assessment of the knowledge processing environment provides the organisation with a sound baseline from where knowledge-based interventions can be launched.
- Full Text:
- Date Issued: 2004
An empirical investigation of the extension of servqual to measure internal service quality in a motor vehicle manufacturing setting
- Authors: Booi, Arthur Mzwandile
- Date: 2004
- Subjects: Automobile industry and trade -- Quality control -- South Africa -- Eastern Cape Automobile industry and trade -- Customer services -- South Africa -- Eastern Cape Automobile industry and trade -- Quality control -- Statistical methods Customer services -- Quality control Automobile industry and trade -- Quality assurance -- South Africa -- Eastern Cape Consumer satisfaction Industrial productivity -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:801 , http://hdl.handle.net/10962/d1006139
- Description: This research explores the role, which the construct, service quality plays in an internal marketing setting. This is achieved by evaluating the perceptions and expectations of the production department with regards to the service quality provided by the maintenance department of a South African motor vehicle manufacturer. This was done using the INTSERVQUAL instrument, which was found to be a reliable instrument for measuring internal service quality within this context. A positivist approach has been adopted in conducting this research. There are two main hypotheses for this study: the first hypothesis is concerned with the relationship between the overall internal service quality and the five dimensions of service quality namely: tangibles, empathy, reliability, responsiveness and reliability. The second hypothesis focuses on the relationship between the front line staff segments of the production department and the five dimensions of internal service quality. The results of this research suggest that the perceptions and expectations of internal service customer segments plays a major role in achieving internal service quality. In addition, the importance of the INTSERVQUAL instrument in measuring internal service quality within the motor vehicle manufacturing environment is confirmed.
- Full Text:
- Date Issued: 2004
- Authors: Booi, Arthur Mzwandile
- Date: 2004
- Subjects: Automobile industry and trade -- Quality control -- South Africa -- Eastern Cape Automobile industry and trade -- Customer services -- South Africa -- Eastern Cape Automobile industry and trade -- Quality control -- Statistical methods Customer services -- Quality control Automobile industry and trade -- Quality assurance -- South Africa -- Eastern Cape Consumer satisfaction Industrial productivity -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:801 , http://hdl.handle.net/10962/d1006139
- Description: This research explores the role, which the construct, service quality plays in an internal marketing setting. This is achieved by evaluating the perceptions and expectations of the production department with regards to the service quality provided by the maintenance department of a South African motor vehicle manufacturer. This was done using the INTSERVQUAL instrument, which was found to be a reliable instrument for measuring internal service quality within this context. A positivist approach has been adopted in conducting this research. There are two main hypotheses for this study: the first hypothesis is concerned with the relationship between the overall internal service quality and the five dimensions of service quality namely: tangibles, empathy, reliability, responsiveness and reliability. The second hypothesis focuses on the relationship between the front line staff segments of the production department and the five dimensions of internal service quality. The results of this research suggest that the perceptions and expectations of internal service customer segments plays a major role in achieving internal service quality. In addition, the importance of the INTSERVQUAL instrument in measuring internal service quality within the motor vehicle manufacturing environment is confirmed.
- Full Text:
- Date Issued: 2004
An empirical study of client satisfaction with service recovery within a South African banking institution
- Authors: Davies, Gareth M
- Date: 2004
- Subjects: First National Bank of Southern Africa Banks and banking -- South Africa Bank management -- South Africa Financial services industry -- South Africa Banks and banking -- Customer services -- South Africa Banks and banking -- Customer services -- Effect of marketing on
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:725 , http://hdl.handle.net/10962/d1003845
- Description: In many industries, service is the critical determinant of success or failure. Service failure is almost inevitable, and this has the potential for the organisation to lose its customer. However, if implemented successfully, Service Recovery can rectify the breakdown in service, and turn angry, frustrated customers into loyal ones. Service Recovery is vital for profitability, especially for companies operating in the services market, like First National Bank (FNB). Unfortunately, few service firms know how satisfied customers are with their Service Recovery efforts, and FNB is no exception. This study attempted to rectify the situation, to ensure that the bank does not fail its customers a second time. The major focus of the study is to assess client satisfaction with Service Recovery (SR) from FNB. By using the RECOVSAT instrument (developed by Boshoff in 1999), the study aims to establish how effective FNB was in terms of the six dimensions of SR, namely communication, empowerment, feedback, atonement, explanation, and tangibles. The relationship between each of the dimensions and customer satisfaction, as well as between customer satisfaction and loyalty, was measured, and a hypothesis for each relationship rejected or accepted. The empirical results show that, from 702 complainants, a RECOVSAT score of 68% was computed, which could be regarded as only satisfactory. The dimensions of communication, explanation, atonement, and empowerment, had the strongest positive correlation with customer satisfaction, while feedback and tangibles, although positively correlated, were not statistically significant, and thus not as important as the first four dimensions. FNB performed best on tangibles (81%), then communication (75%), explanation (70%), atonement (68%), empowerment (62%), and lastly feedback (51%). The study reinforced the view that customer satisfaction is positively related to loyalty. Other findings were that, administration and errors were the most frequent complaints, followed by pricing, fees, and interest, while time delays/waiting were the third most numerous. Over 54% of complainants had been with the bank for over 10 years, which could be a problem if the customers had left the bank, as the profitability of a customer generally increases with time. Age and gender did not appear to be factors that influenced behaviour of complainants. In terms of the managerial implications, it is recommended that FNB implement a Customer-Complaint-Handling (CCH) system that is both national and inter-group. The bank should also focus on empowering employees, improving communication skills, explaining to customers why the problem occurred, apologising, and offering some atonement. By adopting the recommendations, FNB should improve their service recovery, and as a consequence, their customer satisfaction and loyalty, and profitability should also increase.
- Full Text:
- Date Issued: 2004
- Authors: Davies, Gareth M
- Date: 2004
- Subjects: First National Bank of Southern Africa Banks and banking -- South Africa Bank management -- South Africa Financial services industry -- South Africa Banks and banking -- Customer services -- South Africa Banks and banking -- Customer services -- Effect of marketing on
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:725 , http://hdl.handle.net/10962/d1003845
- Description: In many industries, service is the critical determinant of success or failure. Service failure is almost inevitable, and this has the potential for the organisation to lose its customer. However, if implemented successfully, Service Recovery can rectify the breakdown in service, and turn angry, frustrated customers into loyal ones. Service Recovery is vital for profitability, especially for companies operating in the services market, like First National Bank (FNB). Unfortunately, few service firms know how satisfied customers are with their Service Recovery efforts, and FNB is no exception. This study attempted to rectify the situation, to ensure that the bank does not fail its customers a second time. The major focus of the study is to assess client satisfaction with Service Recovery (SR) from FNB. By using the RECOVSAT instrument (developed by Boshoff in 1999), the study aims to establish how effective FNB was in terms of the six dimensions of SR, namely communication, empowerment, feedback, atonement, explanation, and tangibles. The relationship between each of the dimensions and customer satisfaction, as well as between customer satisfaction and loyalty, was measured, and a hypothesis for each relationship rejected or accepted. The empirical results show that, from 702 complainants, a RECOVSAT score of 68% was computed, which could be regarded as only satisfactory. The dimensions of communication, explanation, atonement, and empowerment, had the strongest positive correlation with customer satisfaction, while feedback and tangibles, although positively correlated, were not statistically significant, and thus not as important as the first four dimensions. FNB performed best on tangibles (81%), then communication (75%), explanation (70%), atonement (68%), empowerment (62%), and lastly feedback (51%). The study reinforced the view that customer satisfaction is positively related to loyalty. Other findings were that, administration and errors were the most frequent complaints, followed by pricing, fees, and interest, while time delays/waiting were the third most numerous. Over 54% of complainants had been with the bank for over 10 years, which could be a problem if the customers had left the bank, as the profitability of a customer generally increases with time. Age and gender did not appear to be factors that influenced behaviour of complainants. In terms of the managerial implications, it is recommended that FNB implement a Customer-Complaint-Handling (CCH) system that is both national and inter-group. The bank should also focus on empowering employees, improving communication skills, explaining to customers why the problem occurred, apologising, and offering some atonement. By adopting the recommendations, FNB should improve their service recovery, and as a consequence, their customer satisfaction and loyalty, and profitability should also increase.
- Full Text:
- Date Issued: 2004
An evaluation of "on-line" banking web sites in South Africa to determine essential design criteria
- Authors: Palmer, Lydia
- Date: 2004
- Subjects: Banks and banking -- South Africa Banks and banking -- Customer services -- South Africa Home banking services -- South Africa Electronic funds transfers -- South Africa Web sites -- Design
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:811 , http://hdl.handle.net/10962/d1007667
- Description: The use of the Web to carry out business on the Internet has become a viable option in all business sectors, and Internet banking in South Africa is no exception. The nature of business on the Internet in South Africa and the World is investigated. The extent of Internet banking in South Africa is ascertained and the expectations and perceived problems of online bankers are discussed. The importance of Human Computer Interface and Web Interface Design for successful business is promoted with a discussion of their guidelines and principles. Web Evaluation techniques and Tools are assessed and The "Gartner" Web evaluation tool is selected to evaluate the three bank Web sites. The results of the evaluation indicate that there are several generally well implemented design criteria used by all of the banks while some criteria are not implemented at all. Each bank is discussed individually to identify strong and weak features of their Web site design. Essential aspects of Web design have been proposed for inclusion during the design of "online" Banking Web sites.
- Full Text:
- Date Issued: 2004
- Authors: Palmer, Lydia
- Date: 2004
- Subjects: Banks and banking -- South Africa Banks and banking -- Customer services -- South Africa Home banking services -- South Africa Electronic funds transfers -- South Africa Web sites -- Design
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:811 , http://hdl.handle.net/10962/d1007667
- Description: The use of the Web to carry out business on the Internet has become a viable option in all business sectors, and Internet banking in South Africa is no exception. The nature of business on the Internet in South Africa and the World is investigated. The extent of Internet banking in South Africa is ascertained and the expectations and perceived problems of online bankers are discussed. The importance of Human Computer Interface and Web Interface Design for successful business is promoted with a discussion of their guidelines and principles. Web Evaluation techniques and Tools are assessed and The "Gartner" Web evaluation tool is selected to evaluate the three bank Web sites. The results of the evaluation indicate that there are several generally well implemented design criteria used by all of the banks while some criteria are not implemented at all. Each bank is discussed individually to identify strong and weak features of their Web site design. Essential aspects of Web design have been proposed for inclusion during the design of "online" Banking Web sites.
- Full Text:
- Date Issued: 2004
An investigation into how marketers cope with an environment of high complexity and turbulence, with special reference to the South African environment
- Authors: Mason, Roger Bruce
- Date: 2004
- Subjects: Marketing -- South Africa , Success in business -- South Africa , Industrial management -- South Africa , Organizational change -- South Africa , Chaotic behavior in systems , Complexity (Philosophy)
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:752 , http://hdl.handle.net/10962/d1003873 , Marketing -- South Africa , Success in business -- South Africa , Industrial management -- South Africa , Organizational change -- South Africa , Chaotic behavior in systems , Complexity (Philosophy)
- Description: This study investigated relationships between marketing success, the level of external environmental complexity and turbulence, and marketing mix tactics. The literature suggested that more successful companies in simple and stable environments use stabilising marketing tactics, while more successful companies in complex and turbulent environments use destabilising tactics, regardless of industry habits, management preferences or market sector. A marketing mix model for the different environments was developed using a chaos and complexity theory perspective. The study was exploratory, using a qualitative, case study technique. Data was collected via depth interviews and document analysis from four companies in the information technology (IT) and packaging industries. These industries were identified as, respectively, the most complex and turbulent, and the simplest and most stable, South African environments. Two companies from each industry were chosen to reflect more successful and less successful companies. The more successful company in the complex/turbulent environment was found to use destabilising tactics, as did the more successful company in the simple/stable environment. Therefore, contrary to expectations, it appears that destabilising tactics contribute more to success than stabilising tactics do, regardless of the environment. It was also found, contrary to expectations, that stabilising tactics were used by both the less successful companies. The research concluded that destabilising tactics are related to more success and stabilising tactics to less success. The lack of clear differentiation between the two industries may be because the whole South African environment is complex and turbulent, because the packaging industry is not sufficiently simple and stable to differentiate it from the IT industry or because packaging industry managers perceive their industry to be complex and turbulent and act accordingly. Despite these uncertainties, the research showed the marketing mix model to be reasonably accurate for the complex/turbulent environment, and therefore of potential value to South African companies. To overcome the equivocal findings, further research is recommended in different industries, in countries with different levels of complexity and turbulence and into specific marketing mix tactics. Research into managers’ perceptions of environmental complexity and turbulence and into co-evolution of marketing tactics and external environments would also be of value.
- Full Text:
- Date Issued: 2004
- Authors: Mason, Roger Bruce
- Date: 2004
- Subjects: Marketing -- South Africa , Success in business -- South Africa , Industrial management -- South Africa , Organizational change -- South Africa , Chaotic behavior in systems , Complexity (Philosophy)
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:752 , http://hdl.handle.net/10962/d1003873 , Marketing -- South Africa , Success in business -- South Africa , Industrial management -- South Africa , Organizational change -- South Africa , Chaotic behavior in systems , Complexity (Philosophy)
- Description: This study investigated relationships between marketing success, the level of external environmental complexity and turbulence, and marketing mix tactics. The literature suggested that more successful companies in simple and stable environments use stabilising marketing tactics, while more successful companies in complex and turbulent environments use destabilising tactics, regardless of industry habits, management preferences or market sector. A marketing mix model for the different environments was developed using a chaos and complexity theory perspective. The study was exploratory, using a qualitative, case study technique. Data was collected via depth interviews and document analysis from four companies in the information technology (IT) and packaging industries. These industries were identified as, respectively, the most complex and turbulent, and the simplest and most stable, South African environments. Two companies from each industry were chosen to reflect more successful and less successful companies. The more successful company in the complex/turbulent environment was found to use destabilising tactics, as did the more successful company in the simple/stable environment. Therefore, contrary to expectations, it appears that destabilising tactics contribute more to success than stabilising tactics do, regardless of the environment. It was also found, contrary to expectations, that stabilising tactics were used by both the less successful companies. The research concluded that destabilising tactics are related to more success and stabilising tactics to less success. The lack of clear differentiation between the two industries may be because the whole South African environment is complex and turbulent, because the packaging industry is not sufficiently simple and stable to differentiate it from the IT industry or because packaging industry managers perceive their industry to be complex and turbulent and act accordingly. Despite these uncertainties, the research showed the marketing mix model to be reasonably accurate for the complex/turbulent environment, and therefore of potential value to South African companies. To overcome the equivocal findings, further research is recommended in different industries, in countries with different levels of complexity and turbulence and into specific marketing mix tactics. Research into managers’ perceptions of environmental complexity and turbulence and into co-evolution of marketing tactics and external environments would also be of value.
- Full Text:
- Date Issued: 2004
Service quality importance-performance analysis as a strategic tool for management : the exploration of key customer satisfaction drivers in a South African electricity utility
- Authors: MacColl, Barry
- Date: 2004
- Subjects: Eskom (Firm) Electric power distribution -- Customer services -- South Africa -- Eastern Cape Electric power distribution -- South Africa -- Eastern Cape -- Quality control Customer services -- Quality control Customer services -- Rating of -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:806 , http://hdl.handle.net/10962/d1006972
- Description: This research was initiated due to declining customer satisfaction indices in the Southern region of Eskom, an electricity utility in South Africa. Given the link between customer satisfaction and purchase intentions, the sustainability of the business is at stake. The validity of the current MaxiCare survey tool is questioned and explored, as is the congruence of management and customers' perceptions regarding the key service quality constructs in the industry. The study's objective was to provide management with a reliable and valid customer satisfaction survey instrument as an alternate to the existing tool and to use the knowledge gained through the research process to recommend improvement strategies aimed at closing specific satisfaction gaps identified. The research was performed in two stages; firstly, semistructured interviews with customers and management to gain an understanding of the most important satisfaction dimensions. These influenced the design of a survey instrument based largely on the SERVPERF tool with the inclusion of importance ratings per item in the second stage. The quantitative survey results were used to assess the reliability and validity of the research and to suggest areas for future work. The results show that communication, quality of supply, assurance and price are uppermost in the consumer's mind. Tangibles are not significant and the inclusion of empathy is inconclusive. Management and customer perceptions at a macro level are closely aligned, however the two populations are not in agreement as to the underlying micro considerations. Similarly, the MaxiCare instrument is found to be valid as a macro indicator but lacks sufficient detail to be useful as a strategic tool and needs to be supplemented with additional sources of market information. The survey instrument used in the second phase is both descriptive and reliable but the number of factors it measures, the mix of items and the inclusion of the 'importance' dimension need further refinement to improve its validity. Future revisions of the tool will provide management with specific information that allows them to focus improvement strategies on disgruntled customers and their key service issues.
- Full Text:
- Date Issued: 2004
- Authors: MacColl, Barry
- Date: 2004
- Subjects: Eskom (Firm) Electric power distribution -- Customer services -- South Africa -- Eastern Cape Electric power distribution -- South Africa -- Eastern Cape -- Quality control Customer services -- Quality control Customer services -- Rating of -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:806 , http://hdl.handle.net/10962/d1006972
- Description: This research was initiated due to declining customer satisfaction indices in the Southern region of Eskom, an electricity utility in South Africa. Given the link between customer satisfaction and purchase intentions, the sustainability of the business is at stake. The validity of the current MaxiCare survey tool is questioned and explored, as is the congruence of management and customers' perceptions regarding the key service quality constructs in the industry. The study's objective was to provide management with a reliable and valid customer satisfaction survey instrument as an alternate to the existing tool and to use the knowledge gained through the research process to recommend improvement strategies aimed at closing specific satisfaction gaps identified. The research was performed in two stages; firstly, semistructured interviews with customers and management to gain an understanding of the most important satisfaction dimensions. These influenced the design of a survey instrument based largely on the SERVPERF tool with the inclusion of importance ratings per item in the second stage. The quantitative survey results were used to assess the reliability and validity of the research and to suggest areas for future work. The results show that communication, quality of supply, assurance and price are uppermost in the consumer's mind. Tangibles are not significant and the inclusion of empathy is inconclusive. Management and customer perceptions at a macro level are closely aligned, however the two populations are not in agreement as to the underlying micro considerations. Similarly, the MaxiCare instrument is found to be valid as a macro indicator but lacks sufficient detail to be useful as a strategic tool and needs to be supplemented with additional sources of market information. The survey instrument used in the second phase is both descriptive and reliable but the number of factors it measures, the mix of items and the inclusion of the 'importance' dimension need further refinement to improve its validity. Future revisions of the tool will provide management with specific information that allows them to focus improvement strategies on disgruntled customers and their key service issues.
- Full Text:
- Date Issued: 2004
The impact of smart cards on South African rural pensioners' lives
- Authors: Nyoka, Zanele
- Date: 2004
- Subjects: Old age pensioners -- South Africa -- Management Smart cards South African Post Office
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:818 , http://hdl.handle.net/10962/d1008052
- Description: E-commerce technologies have many possible applications both in commercial and non-commercial operations. The development and implementation of these applications is on the increase especially by government and its agencies, for the delivery of services. Specific to this study is the distribution of old age pension benefits to recipients that reside in the rural areas of South Africa. Of importance to this study are the factors that promote and impinge on the development, implementation and acceptance of these applications. A specific project, the Pension Biometric Project was implemented by the South African Post Office in line with the government's initiatives of improving service delivery, and in response to the encroaching digital economy. The research problem is to investigate the pensioners' perception and their experience of three areas of this project, its implementation, its acceptance and its uses and impact. The research was conducted in the constructivist paradigm, using the case study research method. Three data collection methods were used, i.e. a document study of SAPO project documentation, on-site observations and interviews with pensioners. It was found that despite problems in implementation, the pensioners were accepting of the new system, although they were ignorant of the functionalities of the smart card. Consequently, few pensioners were making use of the banking facilities of the card, or had changed their economic behaviour. The study has also found that two themes are overriding all findings of the study. These two themes are ignorance and dignity. Ignorance has had a causal effect on adoption of the smart cards and dignity has been found to be a result of the project. The overriding implication of this study is that pensioners' ignorance around issues of service delivery by government and its agencies needs to be eradicated, otherwise there is no reliable way of measuring efforts against actual delivery. Also, the fact that dignity has emerged as an overriding theme needs to be deliberately strengthened, and maybe even driven as a specified objective of the Pension Biometric Project. Recommendations in this regard are provided as well as ideas for further research.
- Full Text:
- Date Issued: 2004
- Authors: Nyoka, Zanele
- Date: 2004
- Subjects: Old age pensioners -- South Africa -- Management Smart cards South African Post Office
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:818 , http://hdl.handle.net/10962/d1008052
- Description: E-commerce technologies have many possible applications both in commercial and non-commercial operations. The development and implementation of these applications is on the increase especially by government and its agencies, for the delivery of services. Specific to this study is the distribution of old age pension benefits to recipients that reside in the rural areas of South Africa. Of importance to this study are the factors that promote and impinge on the development, implementation and acceptance of these applications. A specific project, the Pension Biometric Project was implemented by the South African Post Office in line with the government's initiatives of improving service delivery, and in response to the encroaching digital economy. The research problem is to investigate the pensioners' perception and their experience of three areas of this project, its implementation, its acceptance and its uses and impact. The research was conducted in the constructivist paradigm, using the case study research method. Three data collection methods were used, i.e. a document study of SAPO project documentation, on-site observations and interviews with pensioners. It was found that despite problems in implementation, the pensioners were accepting of the new system, although they were ignorant of the functionalities of the smart card. Consequently, few pensioners were making use of the banking facilities of the card, or had changed their economic behaviour. The study has also found that two themes are overriding all findings of the study. These two themes are ignorance and dignity. Ignorance has had a causal effect on adoption of the smart cards and dignity has been found to be a result of the project. The overriding implication of this study is that pensioners' ignorance around issues of service delivery by government and its agencies needs to be eradicated, otherwise there is no reliable way of measuring efforts against actual delivery. Also, the fact that dignity has emerged as an overriding theme needs to be deliberately strengthened, and maybe even driven as a specified objective of the Pension Biometric Project. Recommendations in this regard are provided as well as ideas for further research.
- Full Text:
- Date Issued: 2004
The relationship between job satisfaction and absenteeism : a study of the shop floor workers in a motor manufacturing plant
- Authors: Mashonganyika, Oswald
- Date: 2004
- Subjects: Job satisfaction -- South Africa -- Eastern Cape Absenteeism (Labor) -- South Africa -- Eastern Cape Automobile industry and trade -- South Africa -- Eastern Cape -- Employees Industrial relations -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:809 , http://hdl.handle.net/10962/d1007518
- Description: This research hypothesises a statistical positive significant correlation between job satisfaction and absenteeism among the shop floor workers of a motor manufacturing plant in the impoverished province of the Eastern Cape in South Africa. According to the literature review, two schools of thought exist that argue on the nature of the relationship. One believes that absence from work is in some way a natural consequence of job dissatisfaction, i.e. arguing for a job satisfaction-absenteeism relationship. The second one argues for a no relationship, arguing that absence is a result of habitual behaviour and or behaviours influenced by socioeconomic factors such as poverty that affect the employees' ability and pressure to attend work. A sample of 150 workers was randomly selected from the 2500 shop floor workers. The Job Descriptive Index (lDI) questionnaires were used to measure the satisfaction index of the workers. The absence statistics for the sample workers were gathered from the organisation's Human Resources department and statistical tests for correlation and regression were conducted on the two variables - lDI and absence data. Contrary to the expectations of the study, the results showed that overall job satisfaction and absenteeism were not correlated. It concluded that the job dissatisfaction theory of absenteeism is empirically unsupportable and alternative conceptualisations of absence contributors and potentially fruitful research strategies are discussed.
- Full Text:
- Date Issued: 2004
- Authors: Mashonganyika, Oswald
- Date: 2004
- Subjects: Job satisfaction -- South Africa -- Eastern Cape Absenteeism (Labor) -- South Africa -- Eastern Cape Automobile industry and trade -- South Africa -- Eastern Cape -- Employees Industrial relations -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:809 , http://hdl.handle.net/10962/d1007518
- Description: This research hypothesises a statistical positive significant correlation between job satisfaction and absenteeism among the shop floor workers of a motor manufacturing plant in the impoverished province of the Eastern Cape in South Africa. According to the literature review, two schools of thought exist that argue on the nature of the relationship. One believes that absence from work is in some way a natural consequence of job dissatisfaction, i.e. arguing for a job satisfaction-absenteeism relationship. The second one argues for a no relationship, arguing that absence is a result of habitual behaviour and or behaviours influenced by socioeconomic factors such as poverty that affect the employees' ability and pressure to attend work. A sample of 150 workers was randomly selected from the 2500 shop floor workers. The Job Descriptive Index (lDI) questionnaires were used to measure the satisfaction index of the workers. The absence statistics for the sample workers were gathered from the organisation's Human Resources department and statistical tests for correlation and regression were conducted on the two variables - lDI and absence data. Contrary to the expectations of the study, the results showed that overall job satisfaction and absenteeism were not correlated. It concluded that the job dissatisfaction theory of absenteeism is empirically unsupportable and alternative conceptualisations of absence contributors and potentially fruitful research strategies are discussed.
- Full Text:
- Date Issued: 2004
Trends and perceptions of sustainabilty reporting and corporate governance : a case study of Eskom
- Authors: Fabricius, Karin
- Date: 2004
- Subjects: Eskom (Firm) King Committee on Corporate Governance Corporate governance -- South Africa Corporation reports -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:826 , http://hdl.handle.net/10962/d1011782
- Description: The King II Report on Corporate Governance was released in March 2002. This report, although focusing on South African businesses, is acclaimed as a world first in setting superior governance standards. Corporate governance in South Africa is undergoing transformation due to the influence of the King II Report, and a range of other global trends such as Global Reporting Initiative guidelines and the infamous collapse of Enron due to governance failures. Non-financial reporting (also referred to as sustainability reporting) forms the main focus of this research project. The financial reporting aspects of corporate governance, and the role of governing boards and auditors fall outside the scope of this study. Through document analysis methods, Eskom's annual reports from 1998 - 2002, were analysed to establish whether patterns in sustainability reporting were identifiable. Employees and consumers of Eskom were. interviewed, using structured interviews to explore their awareness and knowledge regarding sustainability issues. A drastic increase in Eskom's non-financial reporting was identified in 2000. Apart from the corporate governance category, none of the chosen categories showed a major change after the 2002 release of the King II Report. Possible reasons for the lack of clear trends since 2002 are that the pattern is either not yet visible or it could be speculated that Eskom, who had won various reporting awards, is a leader in the field of corporate reporting and specifically on sustainability issues. Eskom had been involved in the reviewing of the first King Report and the drawing up of the recommendations for King II, and could therefore have modified their reporting procedures in 2000, prior'to the release of King II. As shown in the trend analysis, companies are coming under increased pressure to be socially accountable and transparent. This is fast becoming a 'core business issue', illustrated by the status of the King II Report requirements for corporate governance. Even though the terminology 'sustainability reporting' is unfamiliar to employees and consumers, both groups want disclosure and transparency of sustainability issues. Employees were, however, more aware than consumers of Eskom policies regarding sustainability issues. This report recommends that companies take a pro-active approach to corporate governance and sustainability reporting, noting the desire of consumers and employees to be informed about non-financial issues. These stakeholders also need to be made more aware of the meaning and significance of sustainability reporting.
- Full Text:
- Date Issued: 2004
- Authors: Fabricius, Karin
- Date: 2004
- Subjects: Eskom (Firm) King Committee on Corporate Governance Corporate governance -- South Africa Corporation reports -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:826 , http://hdl.handle.net/10962/d1011782
- Description: The King II Report on Corporate Governance was released in March 2002. This report, although focusing on South African businesses, is acclaimed as a world first in setting superior governance standards. Corporate governance in South Africa is undergoing transformation due to the influence of the King II Report, and a range of other global trends such as Global Reporting Initiative guidelines and the infamous collapse of Enron due to governance failures. Non-financial reporting (also referred to as sustainability reporting) forms the main focus of this research project. The financial reporting aspects of corporate governance, and the role of governing boards and auditors fall outside the scope of this study. Through document analysis methods, Eskom's annual reports from 1998 - 2002, were analysed to establish whether patterns in sustainability reporting were identifiable. Employees and consumers of Eskom were. interviewed, using structured interviews to explore their awareness and knowledge regarding sustainability issues. A drastic increase in Eskom's non-financial reporting was identified in 2000. Apart from the corporate governance category, none of the chosen categories showed a major change after the 2002 release of the King II Report. Possible reasons for the lack of clear trends since 2002 are that the pattern is either not yet visible or it could be speculated that Eskom, who had won various reporting awards, is a leader in the field of corporate reporting and specifically on sustainability issues. Eskom had been involved in the reviewing of the first King Report and the drawing up of the recommendations for King II, and could therefore have modified their reporting procedures in 2000, prior'to the release of King II. As shown in the trend analysis, companies are coming under increased pressure to be socially accountable and transparent. This is fast becoming a 'core business issue', illustrated by the status of the King II Report requirements for corporate governance. Even though the terminology 'sustainability reporting' is unfamiliar to employees and consumers, both groups want disclosure and transparency of sustainability issues. Employees were, however, more aware than consumers of Eskom policies regarding sustainability issues. This report recommends that companies take a pro-active approach to corporate governance and sustainability reporting, noting the desire of consumers and employees to be informed about non-financial issues. These stakeholders also need to be made more aware of the meaning and significance of sustainability reporting.
- Full Text:
- Date Issued: 2004
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