Assessing the impact of qualified mathematics and science teachers in the Buffalo city area
- Authors: Kopolo, Lungiswa
- Date: 2009
- Subjects: Employee retention -- South Africa -- Buffalo City Municipality , Employees -- Recruiting -- South Africa -- Buffalo City Municipality , Mathematics teachers -- South Africa -- Buffalo City Municipality , Science teachers -- South Africa -- Buffalo City Municipality , Education -- Personnel management , School -- Personnel management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8573 , http://hdl.handle.net/10948/1173 , Employee retention -- South Africa -- Buffalo City Municipality , Employees -- Recruiting -- South Africa -- Buffalo City Municipality , Mathematics teachers -- South Africa -- Buffalo City Municipality , Science teachers -- South Africa -- Buffalo City Municipality , Education -- Personnel management , School -- Personnel management -- South Africa
- Description: Mathematics and science form an integral part people’s daily lives. South African people suddenly find themselves on a technological highway, where mathematical, scientific and creative thinking as well as problem solving skills take centre stage. However many people fear these, and believe that they are unable to tackle them. Mathematics and science educators therefore have need to have knowledge and understanding regarding 6 the foundation of the teaching of these subjects in the intermediate and senior phases at schools. This should enable them to contribute positively towards changing people’s perceptions about these subjects. Based on the above information I felt it imperative for me to investigate the impact of shortages of maths and science educators with special reference to the Buffalo City Area. Purpose of the study: 1 To determine whether schools are able to attract and retain qualified maths and science educators, 2 To identify the quantity of quality maths and science learners schools are able to produce for tertiary education, 3 To investigate the rate of turnover of maths and science educators, 4 To identify the number of maths and science learners who are willing to study maths and science at tertiary level and thereafter join the teaching fraternity.
- Full Text:
- Date Issued: 2009
- Authors: Kopolo, Lungiswa
- Date: 2009
- Subjects: Employee retention -- South Africa -- Buffalo City Municipality , Employees -- Recruiting -- South Africa -- Buffalo City Municipality , Mathematics teachers -- South Africa -- Buffalo City Municipality , Science teachers -- South Africa -- Buffalo City Municipality , Education -- Personnel management , School -- Personnel management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8573 , http://hdl.handle.net/10948/1173 , Employee retention -- South Africa -- Buffalo City Municipality , Employees -- Recruiting -- South Africa -- Buffalo City Municipality , Mathematics teachers -- South Africa -- Buffalo City Municipality , Science teachers -- South Africa -- Buffalo City Municipality , Education -- Personnel management , School -- Personnel management -- South Africa
- Description: Mathematics and science form an integral part people’s daily lives. South African people suddenly find themselves on a technological highway, where mathematical, scientific and creative thinking as well as problem solving skills take centre stage. However many people fear these, and believe that they are unable to tackle them. Mathematics and science educators therefore have need to have knowledge and understanding regarding 6 the foundation of the teaching of these subjects in the intermediate and senior phases at schools. This should enable them to contribute positively towards changing people’s perceptions about these subjects. Based on the above information I felt it imperative for me to investigate the impact of shortages of maths and science educators with special reference to the Buffalo City Area. Purpose of the study: 1 To determine whether schools are able to attract and retain qualified maths and science educators, 2 To identify the quantity of quality maths and science learners schools are able to produce for tertiary education, 3 To investigate the rate of turnover of maths and science educators, 4 To identify the number of maths and science learners who are willing to study maths and science at tertiary level and thereafter join the teaching fraternity.
- Full Text:
- Date Issued: 2009
Assessment of the quality of primary health care services rendered at Moses Mabida Clinic
- Authors: Tsetswa, Mncedisi Patrick
- Date: 2009
- Subjects: Primary health care -- South Africa , Health facilities
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8727 , http://hdl.handle.net/10948/880 , Primary health care -- South Africa , Health facilities
- Description: Health is a basic human right enshrined in the South African Constitution. It is the responsibility of government to ensure that the nation is healthy because good health is a prerequisite for social and economic development as well as an outcome of that process. Special attention on the healthcare needs of rural communities should be given because these communities were the worst affected by the legacy of the apartheid regime. Moses Mabida community is no exception. Since the advent of democracy, work has been done to ensure that adequate primary health care services are delivered to previously disadvantaged communities such as Moses Mabida. To monitor progress on health care service delivery, evaluation of these services is needed. The evaluation of these services will help identify the strengths and weaknesses so as to come up with quality improvement strategies, hence this study. This study takes form of an assessment survey involving a literature review and a survey of members of the Moses Mabida community who depend on the clinic for their health care needs. The literature identified best practice models of primary health care and these were used as an analytic tool to determine to what extent the primary health care services at Moses Mabida comply with national and international standards. It has been shown that the primary health care services at Moses Mabida Clinic largely comply with national and international standards although several recommendations have been presented for consideration.
- Full Text:
- Date Issued: 2009
- Authors: Tsetswa, Mncedisi Patrick
- Date: 2009
- Subjects: Primary health care -- South Africa , Health facilities
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8727 , http://hdl.handle.net/10948/880 , Primary health care -- South Africa , Health facilities
- Description: Health is a basic human right enshrined in the South African Constitution. It is the responsibility of government to ensure that the nation is healthy because good health is a prerequisite for social and economic development as well as an outcome of that process. Special attention on the healthcare needs of rural communities should be given because these communities were the worst affected by the legacy of the apartheid regime. Moses Mabida community is no exception. Since the advent of democracy, work has been done to ensure that adequate primary health care services are delivered to previously disadvantaged communities such as Moses Mabida. To monitor progress on health care service delivery, evaluation of these services is needed. The evaluation of these services will help identify the strengths and weaknesses so as to come up with quality improvement strategies, hence this study. This study takes form of an assessment survey involving a literature review and a survey of members of the Moses Mabida community who depend on the clinic for their health care needs. The literature identified best practice models of primary health care and these were used as an analytic tool to determine to what extent the primary health care services at Moses Mabida comply with national and international standards. It has been shown that the primary health care services at Moses Mabida Clinic largely comply with national and international standards although several recommendations have been presented for consideration.
- Full Text:
- Date Issued: 2009
Causes and consequences of the shortage of electrical artisans at Eskom
- Authors: Toni, Thami
- Date: 2009
- Subjects: Underemployment , Manpower
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8730 , http://hdl.handle.net/10948/864 , Underemployment , Manpower
- Description: The aim of this research was to examine the causes and consequences of the shortage of electrical artisans at Eskom, using the Southern Region as a case study. Eskom used to be one of the leading public enterprises in the training of artisans to fulfil its own demand as well as to meet industry demand. This research reveals that this is no longer the case. Eskom Southern Region, a sub-division of Eskom Holdings, employs about 1700 employees. More than three quarters of these employees are employed in departments that utilise mostly electrical artisans. Natural attrition and the curtailment on the number of employees indentured and trained as electrical artisans has presented the Eskom Southern Region with a skills acquisition and retention challenge. Against this background, the study sought to discover how far Eskom Southern Region implements training and development interventions and recruitment and retention strategies in response to skill shortages. The study is based on a review of literature on skill shortages, a questionnaire opinion survey on skill shortages completed by employees at Eskom Southern Region, document study, and interviews with relevant stakeholders. The empirical study confirmed the findings of the research and skills shortages were identified for particular positions employing electrical artisans. The results show worsening skill shortages and hard-to-fill vacancies. The study proposes recommendations that encompass strategic responses, workplace-based strategies, and training-based strategies to address the shortage of electrical artisans.
- Full Text:
- Date Issued: 2009
- Authors: Toni, Thami
- Date: 2009
- Subjects: Underemployment , Manpower
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8730 , http://hdl.handle.net/10948/864 , Underemployment , Manpower
- Description: The aim of this research was to examine the causes and consequences of the shortage of electrical artisans at Eskom, using the Southern Region as a case study. Eskom used to be one of the leading public enterprises in the training of artisans to fulfil its own demand as well as to meet industry demand. This research reveals that this is no longer the case. Eskom Southern Region, a sub-division of Eskom Holdings, employs about 1700 employees. More than three quarters of these employees are employed in departments that utilise mostly electrical artisans. Natural attrition and the curtailment on the number of employees indentured and trained as electrical artisans has presented the Eskom Southern Region with a skills acquisition and retention challenge. Against this background, the study sought to discover how far Eskom Southern Region implements training and development interventions and recruitment and retention strategies in response to skill shortages. The study is based on a review of literature on skill shortages, a questionnaire opinion survey on skill shortages completed by employees at Eskom Southern Region, document study, and interviews with relevant stakeholders. The empirical study confirmed the findings of the research and skills shortages were identified for particular positions employing electrical artisans. The results show worsening skill shortages and hard-to-fill vacancies. The study proposes recommendations that encompass strategic responses, workplace-based strategies, and training-based strategies to address the shortage of electrical artisans.
- Full Text:
- Date Issued: 2009
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
Development of a performance management system for the SABC (Port Elizabeth)
- Authors: Nyembezi, Vuyo
- Date: 2009
- Subjects: Performance standards -- South Africa -- Port Elizabeth , Performance -- Management -- Evaluation , Performance -- Measurement , Employees -- Rating of -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8678 , http://hdl.handle.net/10948/1148 , Performance standards -- South Africa -- Port Elizabeth , Performance -- Management -- Evaluation , Performance -- Measurement , Employees -- Rating of -- South Africa -- Port Elizabeth
- Description: This study focused on exploring and finding the ideal performance management system suitable for the South African Broadcasting Corporation by establishing an understanding of employees’ experiences and perceptions of the previous and a proposed performance management systems and their value to SABC employees. This was done by eliciting how employees see, make sense of and interpret their everyday experiences of performance management systems, in order to develop a more suitable inclusive performance management system. A qualitative study was used to seek answers to the research questions. A focus group interview was selected for data collection. The data was analysed according to guidelines indicated and proposed by Creswell (1998:147-148). The researcher made use of convenience sampling to select 45 participants in 5 groups for the focus groups. One group consisted of managers/supervisors, and the other four groups were employees from four different business units. Participants were guaranteed confidentiality. Credibility, transferability, dependability and conformability were used as the main components in the model, to determine the truth-value of the study. Findings indicated that there was a fair understanding of the previous performance management system but there had been poor implementation of the system. The participants concurred that the previous performance iv management systems in the organisations were not adding any value to their lives. They pointed out that there was no reward in place for high performers and no action taken for non-performers, and this impacted negatively on how implementation was perceived and experienced. The recommendations are that the revised performance management system should have a stronger emphasis on effective management, monitoring, feedback and reward. Furthermore, the system should close the current gaps of reward for high performance and correction of low performance. It was further concluded that for a performance management system to be effective, it should incorporate updated job descriptions, performance measures and standards, as well as evaluator training and guidelines for improvement, employee input, compensation and/or rewards.
- Full Text:
- Date Issued: 2009
- Authors: Nyembezi, Vuyo
- Date: 2009
- Subjects: Performance standards -- South Africa -- Port Elizabeth , Performance -- Management -- Evaluation , Performance -- Measurement , Employees -- Rating of -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8678 , http://hdl.handle.net/10948/1148 , Performance standards -- South Africa -- Port Elizabeth , Performance -- Management -- Evaluation , Performance -- Measurement , Employees -- Rating of -- South Africa -- Port Elizabeth
- Description: This study focused on exploring and finding the ideal performance management system suitable for the South African Broadcasting Corporation by establishing an understanding of employees’ experiences and perceptions of the previous and a proposed performance management systems and their value to SABC employees. This was done by eliciting how employees see, make sense of and interpret their everyday experiences of performance management systems, in order to develop a more suitable inclusive performance management system. A qualitative study was used to seek answers to the research questions. A focus group interview was selected for data collection. The data was analysed according to guidelines indicated and proposed by Creswell (1998:147-148). The researcher made use of convenience sampling to select 45 participants in 5 groups for the focus groups. One group consisted of managers/supervisors, and the other four groups were employees from four different business units. Participants were guaranteed confidentiality. Credibility, transferability, dependability and conformability were used as the main components in the model, to determine the truth-value of the study. Findings indicated that there was a fair understanding of the previous performance management system but there had been poor implementation of the system. The participants concurred that the previous performance iv management systems in the organisations were not adding any value to their lives. They pointed out that there was no reward in place for high performers and no action taken for non-performers, and this impacted negatively on how implementation was perceived and experienced. The recommendations are that the revised performance management system should have a stronger emphasis on effective management, monitoring, feedback and reward. Furthermore, the system should close the current gaps of reward for high performance and correction of low performance. It was further concluded that for a performance management system to be effective, it should incorporate updated job descriptions, performance measures and standards, as well as evaluator training and guidelines for improvement, employee input, compensation and/or rewards.
- Full Text:
- Date Issued: 2009
Economic diversification of a mining town: a case study of Oranjemund
- Authors: Helmuth, Angelo
- Date: 2009
- Subjects: Economic development -- Namibia -- Oranjemund -- Case studies Mineral industries -- Namibia -- Oranjemund -- Case studies Sustainable development -- Namibia -- Oranjemund
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:723 , http://hdl.handle.net/10962/d1003843
- Description: Can mining industries and mining based localities promote Local Economic Development (LED)? This case study, on the mining town of Oranjemund, seeks to examine the economic diversification prospects of the town. Stakeholder views are considered and their aspirations determined, through an interview process. Relevant theories on economic development, growth and sustainability are outline. Lessons are drawn from local and international empirical studies on mining towns. The roles and contributions stakeholders and institutions could realize that could lead to local economic diversification and LED are defined. The opportunities and threats that could affect the town’s LED process are identified. This paper concludes that it is imperative that sound relationships be developed amongst key stakeholders. It further, recommends that a strategic LED plan be designed for Oranjemund and that national government, through the regional and local authority, lead the process.
- Full Text:
- Date Issued: 2009
- Authors: Helmuth, Angelo
- Date: 2009
- Subjects: Economic development -- Namibia -- Oranjemund -- Case studies Mineral industries -- Namibia -- Oranjemund -- Case studies Sustainable development -- Namibia -- Oranjemund
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:723 , http://hdl.handle.net/10962/d1003843
- Description: Can mining industries and mining based localities promote Local Economic Development (LED)? This case study, on the mining town of Oranjemund, seeks to examine the economic diversification prospects of the town. Stakeholder views are considered and their aspirations determined, through an interview process. Relevant theories on economic development, growth and sustainability are outline. Lessons are drawn from local and international empirical studies on mining towns. The roles and contributions stakeholders and institutions could realize that could lead to local economic diversification and LED are defined. The opportunities and threats that could affect the town’s LED process are identified. This paper concludes that it is imperative that sound relationships be developed amongst key stakeholders. It further, recommends that a strategic LED plan be designed for Oranjemund and that national government, through the regional and local authority, lead the process.
- Full Text:
- Date Issued: 2009
Effective international expansion strategies for hotel companies
- Authors: Pienaar, J. A
- Date: 2009
- Subjects: Export marketing -- South Africa , Export marketing -- Management , International business enterprises -- South Africa , Hotels -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8676 , http://hdl.handle.net/10948/1156 , Export marketing -- South Africa , Export marketing -- Management , International business enterprises -- South Africa , Hotels -- South Africa
- Description: This study investigated the expansion strategies of hotel companies that want to expand away from their local market. Due to the growing importance of services in economic development, there is an impressive body of knowledge on the process of internationalisation and service industries. Due to the major changes impacting upon the industry due to the effects of technology and globalisation, it would be useful to establish the important key factors and processes involved during internationalisation. Expanding cross border for a hotel group signifies a number of challenges that must be focused on at the same time. Markets need to be identified, political stability needs to be scanned and cultural differences must be taken into consideration. Logistics and supply chain have to be developed together with operational issues from financial reporting, marketing and human resources. Organisational structures must be adapted to take into account the new levels of responsibility. An in-depth review of the literature regarding internationalisation was conducted, which evidenced that the most useful model for answering the questions was the eclectic paradigm as developed by John Dunning (1993). The paradigm has been used in many manufacturing and service sector studies, including that of the hotel sector (Contractor and Kundu, 1994). A questionnaire was compiled and interviews were set up with the directors and executives tasked with the respective companies’ expansion programmes. Due mainly to the effects of new technology and globalisation on the hotel industry, there have been many changes in the last decade, including increasing consolidation and concentration and an increasing importance upon branding and financial performance. It was apparent from the research that the time taken to internationalise by hotel chains has reduced significantly in the last decade, especially if one looks at the performance of hotel companies such as Accor Hotels. iii Only two of the three companies studied in this treatise had undertaken expansion into Africa with the third company ready for entering soon. Nonequity involvement in general was the most favoured form of involvement with majority of their expansions based on management contracts, joint partnership or franchises. The role of the functional departments, the importance of a global outlook and the necessary structural changes during international expansion was also explored. In order to answer the various research propositions that are posed, the researcher chose to base this research on a phenomenological approach through case study analysis.
- Full Text:
- Date Issued: 2009
- Authors: Pienaar, J. A
- Date: 2009
- Subjects: Export marketing -- South Africa , Export marketing -- Management , International business enterprises -- South Africa , Hotels -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8676 , http://hdl.handle.net/10948/1156 , Export marketing -- South Africa , Export marketing -- Management , International business enterprises -- South Africa , Hotels -- South Africa
- Description: This study investigated the expansion strategies of hotel companies that want to expand away from their local market. Due to the growing importance of services in economic development, there is an impressive body of knowledge on the process of internationalisation and service industries. Due to the major changes impacting upon the industry due to the effects of technology and globalisation, it would be useful to establish the important key factors and processes involved during internationalisation. Expanding cross border for a hotel group signifies a number of challenges that must be focused on at the same time. Markets need to be identified, political stability needs to be scanned and cultural differences must be taken into consideration. Logistics and supply chain have to be developed together with operational issues from financial reporting, marketing and human resources. Organisational structures must be adapted to take into account the new levels of responsibility. An in-depth review of the literature regarding internationalisation was conducted, which evidenced that the most useful model for answering the questions was the eclectic paradigm as developed by John Dunning (1993). The paradigm has been used in many manufacturing and service sector studies, including that of the hotel sector (Contractor and Kundu, 1994). A questionnaire was compiled and interviews were set up with the directors and executives tasked with the respective companies’ expansion programmes. Due mainly to the effects of new technology and globalisation on the hotel industry, there have been many changes in the last decade, including increasing consolidation and concentration and an increasing importance upon branding and financial performance. It was apparent from the research that the time taken to internationalise by hotel chains has reduced significantly in the last decade, especially if one looks at the performance of hotel companies such as Accor Hotels. iii Only two of the three companies studied in this treatise had undertaken expansion into Africa with the third company ready for entering soon. Nonequity involvement in general was the most favoured form of involvement with majority of their expansions based on management contracts, joint partnership or franchises. The role of the functional departments, the importance of a global outlook and the necessary structural changes during international expansion was also explored. In order to answer the various research propositions that are posed, the researcher chose to base this research on a phenomenological approach through case study analysis.
- Full Text:
- Date Issued: 2009
Evaluating remuneration and reward systems at lobels bread, Zimbabwe
- Authors: Mtazu, Pauline Sibusisiwe
- Date: 2009
- Subjects: Wages -- Zimbabwe , Compensation management -- Zimbabwe , Performance -- Management , Wages and labor productivity -- Zimbabwe
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8682 , http://hdl.handle.net/10948/1136 , Wages -- Zimbabwe , Compensation management -- Zimbabwe , Performance -- Management , Wages and labor productivity -- Zimbabwe
- Description: To gain workforce support and commitment, organisations should offer remuneration and rewards that are internally and externally equitable, as inequity in remuneration is the source of employee discontent and turnover. To succeed, organisations have to communicate the total value of rewards allocated to employees. Communication is the foundation of reward management and organisational success. Communication helps employees to understand that the rewards they receive are worth having. Remuneration and rewards communicate the value that organisations place on their employees. To deliver the proper messages, remuneration objectives and strategies should be aligned with the overall business strategy of the organisation. Alignment enables organisations to deliver the right type of rewards to the right people, at the right time, and for the right reasons. The only way the organisation can deliver the correct reward and remuneration, is to implement a total reward system together with a total pay system. Effective total pay system covers base pay, skills and competency pay, variable performance pay, recognition, and benefits. Total reward system cover investment in people, development and training, performance management, and career management. To motivate and retain employees, and to improve organisation’s profitability, a right mix of total pay and total rewards should be made available to employees as employees’ needs differ. With this information, an empirical study was developed and conducted at Lobels Bread in Zimbabwe. The results of this survey indicated that Lobels Bread uses traditional base pay system and benefits as a way of motivating and retaining its employees. This pay system seems to be insufficient to motivate and retain employees. To motivate and retain employees, the company should implement a total reward system, which includes total pay system, investment in people, career enhancement, open communications, involvement, and performance management.
- Full Text:
- Date Issued: 2009
- Authors: Mtazu, Pauline Sibusisiwe
- Date: 2009
- Subjects: Wages -- Zimbabwe , Compensation management -- Zimbabwe , Performance -- Management , Wages and labor productivity -- Zimbabwe
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8682 , http://hdl.handle.net/10948/1136 , Wages -- Zimbabwe , Compensation management -- Zimbabwe , Performance -- Management , Wages and labor productivity -- Zimbabwe
- Description: To gain workforce support and commitment, organisations should offer remuneration and rewards that are internally and externally equitable, as inequity in remuneration is the source of employee discontent and turnover. To succeed, organisations have to communicate the total value of rewards allocated to employees. Communication is the foundation of reward management and organisational success. Communication helps employees to understand that the rewards they receive are worth having. Remuneration and rewards communicate the value that organisations place on their employees. To deliver the proper messages, remuneration objectives and strategies should be aligned with the overall business strategy of the organisation. Alignment enables organisations to deliver the right type of rewards to the right people, at the right time, and for the right reasons. The only way the organisation can deliver the correct reward and remuneration, is to implement a total reward system together with a total pay system. Effective total pay system covers base pay, skills and competency pay, variable performance pay, recognition, and benefits. Total reward system cover investment in people, development and training, performance management, and career management. To motivate and retain employees, and to improve organisation’s profitability, a right mix of total pay and total rewards should be made available to employees as employees’ needs differ. With this information, an empirical study was developed and conducted at Lobels Bread in Zimbabwe. The results of this survey indicated that Lobels Bread uses traditional base pay system and benefits as a way of motivating and retaining its employees. This pay system seems to be insufficient to motivate and retain employees. To motivate and retain employees, the company should implement a total reward system, which includes total pay system, investment in people, career enhancement, open communications, involvement, and performance management.
- Full Text:
- Date Issued: 2009
Evaluating the success of total productive maintenance at Faurecia interior systems
- Faber, John Cornelius Jacobus
- Authors: Faber, John Cornelius Jacobus
- Date: 2009
- Subjects: Total productive maintenance -- South Africa , Total quality management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8670 , http://hdl.handle.net/10948/1206 , Total productive maintenance -- South Africa , Total quality management -- South Africa
- Description: Manufacturing processes should operate at optimal levels in order to remain competitive in current economic environment. The optimal manufacturing performance can be achieved by overall equipment efficiency which is also a measurement for Total Productive Maintenance (TPM). The successful implementation of TPM has been evaluated at Faurecia Interior Systems. The research consisted out of a literature review into the elements and benefits of TPM. A questionnaire was sent to all operator level personnel at Faurecia Interior Systems to establish their views on the implementation level of TPM at the East London site. In conclusion, this research paper has also led to the development of recommendations which should improve TPM at the site.
- Full Text:
- Date Issued: 2009
- Authors: Faber, John Cornelius Jacobus
- Date: 2009
- Subjects: Total productive maintenance -- South Africa , Total quality management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8670 , http://hdl.handle.net/10948/1206 , Total productive maintenance -- South Africa , Total quality management -- South Africa
- Description: Manufacturing processes should operate at optimal levels in order to remain competitive in current economic environment. The optimal manufacturing performance can be achieved by overall equipment efficiency which is also a measurement for Total Productive Maintenance (TPM). The successful implementation of TPM has been evaluated at Faurecia Interior Systems. The research consisted out of a literature review into the elements and benefits of TPM. A questionnaire was sent to all operator level personnel at Faurecia Interior Systems to establish their views on the implementation level of TPM at the East London site. In conclusion, this research paper has also led to the development of recommendations which should improve TPM at the site.
- Full Text:
- Date Issued: 2009
Evaluation of an implemented quality management system (QMS) at one of the South African government departments: employee perceptions of the effect of the QMS intervention
- Authors: Maluleke, Yinywane Leon
- Date: 2009
- Subjects: Total quality management in government Public administration -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:739 , http://hdl.handle.net/10962/d1003859
- Description: This study is about the employee perceptions of the effect of the Quality Management System intervention that was implemented at one of South Africa’s government departments. This organisation’s Quality Management System being one of the first in the government or public sector in South Africa to be implemented, creates the possibility for this Quality Management System model to be used to develop Quality Management Systems in other departments or organisations belonging to the government or the public sector in South Africa and the Southern African region. According to Madu & Kuei (1995), Quality Management System describes a situation where all business functions are involved in a process of continuous quality improvement. This implies that the development and implementation of Quality Management Systems in government departments and the public sector will improve the quality of services delivery. The findings of this study indicated that a Quality Management System can be used to improve the level of service delivery in the public sector. The Quality Management System should be planned developed and implemented over a period of time in five phases (i) Phase 1 - Determination of the scope of Quality Management System implementation (ii) Phase 2 – Training (iii) Phase 3 – Development of Procedures (iv) Phase 4 – Pilot implementation of procedures (v) Phase 5 – Evaluation of Quality Management System and rollout. It usually takes three or more years to establish an organisation-wide Quality Management System, although technical improvement to the workflow can be as quickly as six to eight months. And finally, for the Quality Management System to be developed, implemented and maintained successfully, Maximisation of Performance objectives, Good Leadership, Motivation of staff, Implementation of Change Management, Employee Involvement, Long-term Top Management Commitment, Provision of Training, Introduction of Quality Improvement Projects, Measuring Quality Management System Progress and Reward Accomplishment, are the fundamental concepts or principles that should be considered.
- Full Text:
- Date Issued: 2009
- Authors: Maluleke, Yinywane Leon
- Date: 2009
- Subjects: Total quality management in government Public administration -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:739 , http://hdl.handle.net/10962/d1003859
- Description: This study is about the employee perceptions of the effect of the Quality Management System intervention that was implemented at one of South Africa’s government departments. This organisation’s Quality Management System being one of the first in the government or public sector in South Africa to be implemented, creates the possibility for this Quality Management System model to be used to develop Quality Management Systems in other departments or organisations belonging to the government or the public sector in South Africa and the Southern African region. According to Madu & Kuei (1995), Quality Management System describes a situation where all business functions are involved in a process of continuous quality improvement. This implies that the development and implementation of Quality Management Systems in government departments and the public sector will improve the quality of services delivery. The findings of this study indicated that a Quality Management System can be used to improve the level of service delivery in the public sector. The Quality Management System should be planned developed and implemented over a period of time in five phases (i) Phase 1 - Determination of the scope of Quality Management System implementation (ii) Phase 2 – Training (iii) Phase 3 – Development of Procedures (iv) Phase 4 – Pilot implementation of procedures (v) Phase 5 – Evaluation of Quality Management System and rollout. It usually takes three or more years to establish an organisation-wide Quality Management System, although technical improvement to the workflow can be as quickly as six to eight months. And finally, for the Quality Management System to be developed, implemented and maintained successfully, Maximisation of Performance objectives, Good Leadership, Motivation of staff, Implementation of Change Management, Employee Involvement, Long-term Top Management Commitment, Provision of Training, Introduction of Quality Improvement Projects, Measuring Quality Management System Progress and Reward Accomplishment, are the fundamental concepts or principles that should be considered.
- Full Text:
- Date Issued: 2009
Facilitating banking finance access for BBBEE firms in the Southern Cape area
- Authors: Kroukamp, Thelma
- Date: 2009
- Subjects: Small business -- South Africa -- Finance , Business enterprises, Black -- South Africa , Business enterprises -- Economic aspects -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8706 , http://hdl.handle.net/10948/996 , Small business -- South Africa -- Finance , Business enterprises, Black -- South Africa , Business enterprises -- Economic aspects -- South Africa
- Description: Studies have shown that BBBEE parties are unsuccessful in raising banking finance due to a number of reasons. The objective of the enactment of the Broad Based Black Economic Empowerment (BBBEE) Act is primarily to promote the participation of black people in the economy. The measurement of BBBEE is determined by the codes of good practice for Qualifying Small Enterprises (QSE), which consists of seven elements namely: ownership, management control, employment equity, skills development, preferential procurement, enterprise development and socio-economic development. Enterprises with annual turnover ranging from R5 million and R35 million qualify as QSE. These elements measure the level of BBBEE status. The enactment of the National Credit Act replaced the Usury Act, 1968 and the Credit Agreements Act, 1980. The objective of the act is to promote accessibility to the credit market and to prevent the over-indebtedness of consumers. The Act is applicable to natural persons with contractual capacity and juristic persons with monetary assets or annual turnover of less than R1 million. This study aims to establish the facilitation of access to banking finance for BBBEE SME’S within the George and Mossel Bay area as these towns form part of the Garden Route Business Banking Division of Nedbank. The effect of the BBBEE and NCA on the accessing of banking finance was studied and analysed. Credit applications are subject to stringent credit scoring systems to rate applicants, monitor performance and manage accounts. The Basel rating which measures the minimum level of capital a bank should hold to protect investors determines the interest rate charged for loans. These ratings affect the accessibility of banking finance. A framework for bank and SME relationship building shows the relationships between: • The accounts manager’s role in relationship management; • Branch staff role in relationship management; • Corporate policies as part of relationship management. A survey was conducted in the form of a questionnaire in order to obtain primary information from two sample groups, banking officials and BBBEE clients to establish the relationship between the two sample groups. Quantitative techniques were used and the data obtained from the two sample groups were analysed. The study revealed that the by establishment of relationships between BBBEE clients and banking officials would facilitate access to banking.
- Full Text:
- Date Issued: 2009
- Authors: Kroukamp, Thelma
- Date: 2009
- Subjects: Small business -- South Africa -- Finance , Business enterprises, Black -- South Africa , Business enterprises -- Economic aspects -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8706 , http://hdl.handle.net/10948/996 , Small business -- South Africa -- Finance , Business enterprises, Black -- South Africa , Business enterprises -- Economic aspects -- South Africa
- Description: Studies have shown that BBBEE parties are unsuccessful in raising banking finance due to a number of reasons. The objective of the enactment of the Broad Based Black Economic Empowerment (BBBEE) Act is primarily to promote the participation of black people in the economy. The measurement of BBBEE is determined by the codes of good practice for Qualifying Small Enterprises (QSE), which consists of seven elements namely: ownership, management control, employment equity, skills development, preferential procurement, enterprise development and socio-economic development. Enterprises with annual turnover ranging from R5 million and R35 million qualify as QSE. These elements measure the level of BBBEE status. The enactment of the National Credit Act replaced the Usury Act, 1968 and the Credit Agreements Act, 1980. The objective of the act is to promote accessibility to the credit market and to prevent the over-indebtedness of consumers. The Act is applicable to natural persons with contractual capacity and juristic persons with monetary assets or annual turnover of less than R1 million. This study aims to establish the facilitation of access to banking finance for BBBEE SME’S within the George and Mossel Bay area as these towns form part of the Garden Route Business Banking Division of Nedbank. The effect of the BBBEE and NCA on the accessing of banking finance was studied and analysed. Credit applications are subject to stringent credit scoring systems to rate applicants, monitor performance and manage accounts. The Basel rating which measures the minimum level of capital a bank should hold to protect investors determines the interest rate charged for loans. These ratings affect the accessibility of banking finance. A framework for bank and SME relationship building shows the relationships between: • The accounts manager’s role in relationship management; • Branch staff role in relationship management; • Corporate policies as part of relationship management. A survey was conducted in the form of a questionnaire in order to obtain primary information from two sample groups, banking officials and BBBEE clients to establish the relationship between the two sample groups. Quantitative techniques were used and the data obtained from the two sample groups were analysed. The study revealed that the by establishment of relationships between BBBEE clients and banking officials would facilitate access to banking.
- Full Text:
- Date Issued: 2009
Factors influencing job satisfaction
- Authors: Hansia, Bradley L
- Date: 2009
- Subjects: Job satisfaction
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8688 , http://hdl.handle.net/10948/1111 , Job satisfaction
- Description: The harassed boss who faces an office full of mutinous, recalcitrant staff every morning may not believe it, but half of South Africa’s employees love their jobs and their employers. That’s according to TNS Research Surveys, which recently released the results of a survey into employee wellbeing and commitment. TNS director Neil Higgs issued a caution, though: because of the tough economic times, employers are likely to be stuck with the malcontents among their staff for longer than they might like (Ferreira, 2009). From the above mentioned it can be deduced that there are many employees who are currently not satisfied with their jobs. This poses a danger for employers and their productivity, as an unsatisfied employee is likely to be an unproductive employee. Satisfied employees are likely to make a better contribution to the economic growth of this country as more drive and motivation will be shown in the workplace. In these tough economic times, those employees who are not satisfied with their jobs are less likely to find employment elsewhere as mentioned above. The main purpose of this research paper was to identify certain factors impacting on job satisfaction. The first step was to complete a literature study on the selected factors which impacts on job satisfaction. The factors selected were that of recruitment and selection, rewards offered by employers, personality of employees and leadership characteristics of superiors. The literature study revealed which methods to use in attempting to deal with the selected factors impacting on job satisfaction. Secondly, the views of staff in various departments and views of staff specifically in the Human Resources department of the selected company were asked various questions in an empirical study. These questions were based on the selected factors mentioned in the previous paragraph, this involved them completing questionnaires. v Based on the findings of the literature study and the empirical study, the last step was to make recommendations to the selected company on how to improve job satisfaction of employees. Recommendations were also made as to what to look for to make it easier in recruiting new employees, who are likely to have enhanced job satisfaction for the good of the company.
- Full Text:
- Date Issued: 2009
- Authors: Hansia, Bradley L
- Date: 2009
- Subjects: Job satisfaction
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8688 , http://hdl.handle.net/10948/1111 , Job satisfaction
- Description: The harassed boss who faces an office full of mutinous, recalcitrant staff every morning may not believe it, but half of South Africa’s employees love their jobs and their employers. That’s according to TNS Research Surveys, which recently released the results of a survey into employee wellbeing and commitment. TNS director Neil Higgs issued a caution, though: because of the tough economic times, employers are likely to be stuck with the malcontents among their staff for longer than they might like (Ferreira, 2009). From the above mentioned it can be deduced that there are many employees who are currently not satisfied with their jobs. This poses a danger for employers and their productivity, as an unsatisfied employee is likely to be an unproductive employee. Satisfied employees are likely to make a better contribution to the economic growth of this country as more drive and motivation will be shown in the workplace. In these tough economic times, those employees who are not satisfied with their jobs are less likely to find employment elsewhere as mentioned above. The main purpose of this research paper was to identify certain factors impacting on job satisfaction. The first step was to complete a literature study on the selected factors which impacts on job satisfaction. The factors selected were that of recruitment and selection, rewards offered by employers, personality of employees and leadership characteristics of superiors. The literature study revealed which methods to use in attempting to deal with the selected factors impacting on job satisfaction. Secondly, the views of staff in various departments and views of staff specifically in the Human Resources department of the selected company were asked various questions in an empirical study. These questions were based on the selected factors mentioned in the previous paragraph, this involved them completing questionnaires. v Based on the findings of the literature study and the empirical study, the last step was to make recommendations to the selected company on how to improve job satisfaction of employees. Recommendations were also made as to what to look for to make it easier in recruiting new employees, who are likely to have enhanced job satisfaction for the good of the company.
- Full Text:
- Date Issued: 2009
Good practice guidelines for improving educator morale
- Authors: Hendricks, Estelle
- Date: 2009
- Subjects: Teacher morale -- South Africa , Teachers -- Job stress -- South Africa , Teachers -- Job satisfaction -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8665 , http://hdl.handle.net/10948/1247 , Teacher morale -- South Africa , Teachers -- Job stress -- South Africa , Teachers -- Job satisfaction -- South Africa
- Description: The morale of educators in certain schools is very low. From the literature review I concluded that not all schools experience low morale in the same way. There are different factors impacting on the morale of educators at different schools. In this study, the causes of low educator morale, indicators of low morale, the importance of high morale and how low morale can be dealt with were addressed in order to provide guidelines to improve low morale. An empirical study was conducted and 2 schools in the Northern Areas of Port Elizabeth were used in this case study to establish to what measure the educators are exposed to the abovementioned variables. The data was analysed qualitatively and quantitatively. South Africa is divided into different demographic areas. The majority of people living in the communities where these schools are located are poor, unskilled, unemployed and the crime levels are very high. The socio-economic context within which these schools are located also has an impact on the morale of the educators at these schools and it affects their working lives. Educators, SMTs and principals took part in the empirical study so that their views can be compared and to facilitate the researcher to make recommendations on improving low educator morale. The research outcomes were analysed and deductions, recommendations and a need for further research were given. The empirical and literature study emphasised that the morale of educators is low in the schools and this morale status impacts on learners’ achievements, the health of the educators and the health of the institution. The educators in this study ranked their own morale status as low and some of the causes of the low morale according to the empirical study are lack of resources, ill-disciplined learners, uninvolved parents and an ineffective management style of the principal.
- Full Text:
- Date Issued: 2009
- Authors: Hendricks, Estelle
- Date: 2009
- Subjects: Teacher morale -- South Africa , Teachers -- Job stress -- South Africa , Teachers -- Job satisfaction -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8665 , http://hdl.handle.net/10948/1247 , Teacher morale -- South Africa , Teachers -- Job stress -- South Africa , Teachers -- Job satisfaction -- South Africa
- Description: The morale of educators in certain schools is very low. From the literature review I concluded that not all schools experience low morale in the same way. There are different factors impacting on the morale of educators at different schools. In this study, the causes of low educator morale, indicators of low morale, the importance of high morale and how low morale can be dealt with were addressed in order to provide guidelines to improve low morale. An empirical study was conducted and 2 schools in the Northern Areas of Port Elizabeth were used in this case study to establish to what measure the educators are exposed to the abovementioned variables. The data was analysed qualitatively and quantitatively. South Africa is divided into different demographic areas. The majority of people living in the communities where these schools are located are poor, unskilled, unemployed and the crime levels are very high. The socio-economic context within which these schools are located also has an impact on the morale of the educators at these schools and it affects their working lives. Educators, SMTs and principals took part in the empirical study so that their views can be compared and to facilitate the researcher to make recommendations on improving low educator morale. The research outcomes were analysed and deductions, recommendations and a need for further research were given. The empirical and literature study emphasised that the morale of educators is low in the schools and this morale status impacts on learners’ achievements, the health of the educators and the health of the institution. The educators in this study ranked their own morale status as low and some of the causes of the low morale according to the empirical study are lack of resources, ill-disciplined learners, uninvolved parents and an ineffective management style of the principal.
- Full Text:
- Date Issued: 2009
Implementing an environmental management system in an automative component manufacturing firm
- Authors: Da Fonseca, Carlos Manuel
- Date: 2009
- Subjects: Automobile industry and trade -- Environmental aspects -- South Africa , Manufacturing processes -- Environmental aspects -- South Africa , Management -- Environmental aspects -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8687 , http://hdl.handle.net/10948/1112 , Automobile industry and trade -- Environmental aspects -- South Africa , Manufacturing processes -- Environmental aspects -- South Africa , Management -- Environmental aspects -- South Africa
- Description: Environmental issues seem to be one of the most important topics in the globalised world. Organisations of all sizes are subject to pressure from suppliers, customers and governments to be more environmentally responsible. This research focuses on implementation of an Environmental Management System (EMS) in the automotive industry, both internationally and in South Africa, and examines the background and concepts of the International Organization for Standardization (ISO), as well as the key implementation phases associated with the implementation of an EMS, in accordance with ISO 14001. The problem statement of this research is to determine if it is possible to transfer, apply and sustain environmental concepts to small, medium or large organisations. The primary objectives of this research, therefore, were to determine: does implementation of an EMS provide economic benefits to organisations; what drives an organisation to first implement an EMS; does implementation of an EMS improve environmental awareness and performance; and what implementation barriers are faced by small, medium and large organisations. To achieve these objectives, a literary review and an empirical survey were conducted. The survey consisted of an electronic, self-administered questionnaire that was circulated to respondents at various automotive organisations. Data collected from completed, returned questionnaires were analysed and graphically presented to complete the research and achieve the primary research objectives toward solving the afore-mentioned problem statement. Based on the findings of this research, it can be concluded that there is much to gain from implementing an EMS.
- Full Text:
- Date Issued: 2009
- Authors: Da Fonseca, Carlos Manuel
- Date: 2009
- Subjects: Automobile industry and trade -- Environmental aspects -- South Africa , Manufacturing processes -- Environmental aspects -- South Africa , Management -- Environmental aspects -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8687 , http://hdl.handle.net/10948/1112 , Automobile industry and trade -- Environmental aspects -- South Africa , Manufacturing processes -- Environmental aspects -- South Africa , Management -- Environmental aspects -- South Africa
- Description: Environmental issues seem to be one of the most important topics in the globalised world. Organisations of all sizes are subject to pressure from suppliers, customers and governments to be more environmentally responsible. This research focuses on implementation of an Environmental Management System (EMS) in the automotive industry, both internationally and in South Africa, and examines the background and concepts of the International Organization for Standardization (ISO), as well as the key implementation phases associated with the implementation of an EMS, in accordance with ISO 14001. The problem statement of this research is to determine if it is possible to transfer, apply and sustain environmental concepts to small, medium or large organisations. The primary objectives of this research, therefore, were to determine: does implementation of an EMS provide economic benefits to organisations; what drives an organisation to first implement an EMS; does implementation of an EMS improve environmental awareness and performance; and what implementation barriers are faced by small, medium and large organisations. To achieve these objectives, a literary review and an empirical survey were conducted. The survey consisted of an electronic, self-administered questionnaire that was circulated to respondents at various automotive organisations. Data collected from completed, returned questionnaires were analysed and graphically presented to complete the research and achieve the primary research objectives toward solving the afore-mentioned problem statement. Based on the findings of this research, it can be concluded that there is much to gain from implementing an EMS.
- Full Text:
- Date Issued: 2009
Improving the service quality of taxi operators in the Nelson Mandela Bay
- Authors: Gule, Xolile Michael
- Date: 2009
- Subjects: Service industries -- Quality control , Customer services -- Quality control , Transportation -- South Africa , Taxicabs -- South Africa , Quality Service
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8685 , http://hdl.handle.net/10948/1115 , Service industries -- Quality control , Customer services -- Quality control , Transportation -- South Africa , Taxicabs -- South Africa , Quality Service
- Description: The study focused on the taxi industry as a services industry due to its contribution to the economies of both developed and the developing countries. The purpose of this study was to investigate ways to improve service delivery in the South African taxi industry. This industry is one of the underperforming industries in South Africa with regard to service quality due to over-serviced taxi routes and a lack of information about the needs and desires of the taxi commuters. The primary objective of this study was to investigate how to improve the service quality of taxi operators in the Nelson Mandela Bay by applying theories and concepts of services marketing and total quality management (TQM). More specifically, the study investigated whether taxi drivers have the required knowledge of services marketing and service quality, and what service quality challenges taxi drivers and commuters face. The sample consisted of 20 taxi drivers and 101 student commuters using taxis on the Port Elizabeth routes. The empirical results showed that taxi drivers perform unsatisfactorily on the four TQM elements: leadership, employee involvement, product/ process excellence and customer focus. The results also reflected the general perception in the Eastern Cape that taxi service quality is poor. Of the five service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy), the taxi drivers performed the best in reliability and the worst in empathy. The empirical results further suggested that taxi services do not meet the expectations of commuters, as deficits were reported between expectations and perceptions of actual service quality. The different quality dimensions used in the measurement of taxi service quality and their empirical results could provide a guideline to taxi service leadership and government on the critical aspects of taxi service quality.
- Full Text:
- Date Issued: 2009
- Authors: Gule, Xolile Michael
- Date: 2009
- Subjects: Service industries -- Quality control , Customer services -- Quality control , Transportation -- South Africa , Taxicabs -- South Africa , Quality Service
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8685 , http://hdl.handle.net/10948/1115 , Service industries -- Quality control , Customer services -- Quality control , Transportation -- South Africa , Taxicabs -- South Africa , Quality Service
- Description: The study focused on the taxi industry as a services industry due to its contribution to the economies of both developed and the developing countries. The purpose of this study was to investigate ways to improve service delivery in the South African taxi industry. This industry is one of the underperforming industries in South Africa with regard to service quality due to over-serviced taxi routes and a lack of information about the needs and desires of the taxi commuters. The primary objective of this study was to investigate how to improve the service quality of taxi operators in the Nelson Mandela Bay by applying theories and concepts of services marketing and total quality management (TQM). More specifically, the study investigated whether taxi drivers have the required knowledge of services marketing and service quality, and what service quality challenges taxi drivers and commuters face. The sample consisted of 20 taxi drivers and 101 student commuters using taxis on the Port Elizabeth routes. The empirical results showed that taxi drivers perform unsatisfactorily on the four TQM elements: leadership, employee involvement, product/ process excellence and customer focus. The results also reflected the general perception in the Eastern Cape that taxi service quality is poor. Of the five service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy), the taxi drivers performed the best in reliability and the worst in empathy. The empirical results further suggested that taxi services do not meet the expectations of commuters, as deficits were reported between expectations and perceptions of actual service quality. The different quality dimensions used in the measurement of taxi service quality and their empirical results could provide a guideline to taxi service leadership and government on the critical aspects of taxi service quality.
- Full Text:
- Date Issued: 2009
Investigating customer service excellence at Lakeside Spar
- Authors: Meyer, Warren Carlo
- Date: 2009
- Subjects: Consumer satisfaction , Customer services , Customer relations management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8700 , http://hdl.handle.net/10948/1016 , Consumer satisfaction , Customer services , Customer relations management
- Description: Service delivery is critical to the customer’s perception of value and is core to the success of an organisation. Excellent customer service incorporates the critical aspects of: expedient service delivery; open and honest communication; individual, personalised service; engendering customer loyalty; problem-solving; under-promising and over-delivering; meeting and exceeding expectations; efficient use of infrastructure, systems and procedures to facilitate efficient operations and, in particular, effective use of knowledge management with a focus on customer lifecycle care (Kingstone, 2004, 2005; Zarbock, 2006). Best-practice organisations now use Customer Relationship Management (CRM) programmes that are customer-centric based in order to ensure excellent customer service delivery. Recently, organisations such as Tesco and Nordstrom have adopted customer-centric CRM successfully, providing concrete proof that this CRM model is sustainable and that it produces the highly lucrative win-win benefits which organisations seek (Beasty, 2005; Hallberg, 2001:19; Gratehouse, 2002; Rowe, 2002). 5 Glossary • Continuous improvement: an approach to improving performance which assumes more and smaller incremental improvement steps (Pycraft, Singh, Phihlela, Slack, Chambers, Harland, Harrison, & Johnston, 2002); • Connectivity: the ability to communicate with another system or piece of hardware or software, or with an internet site (Encarta World English Dictionary); • Customer-centric: the use of every touch-point to stimulate interest, close business, satisfy a need or demonstrate commitment to the customer relationship (Gianforte, 2005); • Customer expectations: the customer's perception of the quality of service (LeBoeuf, 1991) and value (Thompson, 2004); • Customer Experience Management: managing customer interactions to build brand equity and long-term profitability (Thompson, 2006a); • Customer lifecycle care: to ensure that every touch-point fulfils its value-potential, regardless of whether the interaction happens in marketing, sales or customer service (Gianforte, 2005); • Customer loyalty: customer’s attitudes and behaviour relating to their perception of value at every touch-point where they feel welcome, important and valued (Thompson, 2004); • Customer Relationship.
- Full Text:
- Date Issued: 2009
- Authors: Meyer, Warren Carlo
- Date: 2009
- Subjects: Consumer satisfaction , Customer services , Customer relations management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8700 , http://hdl.handle.net/10948/1016 , Consumer satisfaction , Customer services , Customer relations management
- Description: Service delivery is critical to the customer’s perception of value and is core to the success of an organisation. Excellent customer service incorporates the critical aspects of: expedient service delivery; open and honest communication; individual, personalised service; engendering customer loyalty; problem-solving; under-promising and over-delivering; meeting and exceeding expectations; efficient use of infrastructure, systems and procedures to facilitate efficient operations and, in particular, effective use of knowledge management with a focus on customer lifecycle care (Kingstone, 2004, 2005; Zarbock, 2006). Best-practice organisations now use Customer Relationship Management (CRM) programmes that are customer-centric based in order to ensure excellent customer service delivery. Recently, organisations such as Tesco and Nordstrom have adopted customer-centric CRM successfully, providing concrete proof that this CRM model is sustainable and that it produces the highly lucrative win-win benefits which organisations seek (Beasty, 2005; Hallberg, 2001:19; Gratehouse, 2002; Rowe, 2002). 5 Glossary • Continuous improvement: an approach to improving performance which assumes more and smaller incremental improvement steps (Pycraft, Singh, Phihlela, Slack, Chambers, Harland, Harrison, & Johnston, 2002); • Connectivity: the ability to communicate with another system or piece of hardware or software, or with an internet site (Encarta World English Dictionary); • Customer-centric: the use of every touch-point to stimulate interest, close business, satisfy a need or demonstrate commitment to the customer relationship (Gianforte, 2005); • Customer expectations: the customer's perception of the quality of service (LeBoeuf, 1991) and value (Thompson, 2004); • Customer Experience Management: managing customer interactions to build brand equity and long-term profitability (Thompson, 2006a); • Customer lifecycle care: to ensure that every touch-point fulfils its value-potential, regardless of whether the interaction happens in marketing, sales or customer service (Gianforte, 2005); • Customer loyalty: customer’s attitudes and behaviour relating to their perception of value at every touch-point where they feel welcome, important and valued (Thompson, 2004); • Customer Relationship.
- Full Text:
- Date Issued: 2009
Managing leader member exchange frequency effectively in a South African retail company
- Viljoen, Petrus Johannes Jacobus
- Authors: Viljoen, Petrus Johannes Jacobus
- Date: 2009
- Subjects: Communication in organizations -- South Africa , Communication in management -- South Africa , Leadership -- South Africa , Organizational behavior -- South Africa , Organizational effectiveness -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8692 , http://hdl.handle.net/10948/1106 , Communication in organizations -- South Africa , Communication in management -- South Africa , Leadership -- South Africa , Organizational behavior -- South Africa , Organizational effectiveness -- South Africa
- Description: The purpose of this research is to highlight the importance of identifying the communication frequency within the leader-member exchange (LMX) relationship, and to appreciate what the positive or negative effect of a low or high LMX frequency has on this relationship and on staff morale. Management is for the most part responsible for communication frequency and is in a position and has the means to change such frequency or to add additional communication channels. The research was based on a program introduced in a South African retail company three years ago. Data was collected from 64 stores in the Western Cape and the results were statistically analysed on the SPSS16 program. The results clearly supported the hypotheses that, in a low-communication frequency area, an increase in communication frequency has a positive effect on staff morale and that the proximity to head office (or lack of it) does not have a negative effect on staff morale.
- Full Text:
- Date Issued: 2009
- Authors: Viljoen, Petrus Johannes Jacobus
- Date: 2009
- Subjects: Communication in organizations -- South Africa , Communication in management -- South Africa , Leadership -- South Africa , Organizational behavior -- South Africa , Organizational effectiveness -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8692 , http://hdl.handle.net/10948/1106 , Communication in organizations -- South Africa , Communication in management -- South Africa , Leadership -- South Africa , Organizational behavior -- South Africa , Organizational effectiveness -- South Africa
- Description: The purpose of this research is to highlight the importance of identifying the communication frequency within the leader-member exchange (LMX) relationship, and to appreciate what the positive or negative effect of a low or high LMX frequency has on this relationship and on staff morale. Management is for the most part responsible for communication frequency and is in a position and has the means to change such frequency or to add additional communication channels. The research was based on a program introduced in a South African retail company three years ago. Data was collected from 64 stores in the Western Cape and the results were statistically analysed on the SPSS16 program. The results clearly supported the hypotheses that, in a low-communication frequency area, an increase in communication frequency has a positive effect on staff morale and that the proximity to head office (or lack of it) does not have a negative effect on staff morale.
- Full Text:
- Date Issued: 2009
Phases of sustainable development in small and medium enterprise (SME) retail outlets
- Authors: Brower, Marlon
- Date: 2009
- Subjects: Sustainable development -- South Africa -- Nelson Mandela Bay Municipality , Small business -- South Africa -- Nelson Mandela Bay Municipality , Outlet stores -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8806 , http://hdl.handle.net/10948/d1018506
- Description: SMEs play a vital role in the country. For the purpose of the study the focus was on SMEs in the Nelson Mandela Bay Municipality Jurisdiction. Businesses which met the SME criteria (refer to Chapter 1, Section 1.7.1), (Du Plessis, 1996: 162; Marx et al., 1998: 728) were included in this study. The study is formed around the aspects of business which contribute to the growth of the business in the long term. A specific study was conducted on the ethnic entrepreneur and the aspects that influence business growth. There are many factors which influence the growth of the business; for the purpose of this study, a specific focus was placed on: (1) knowledge with regard to business; (2) entrepreneurial culture; (3) brand management; (4) location of the business; (5) business relationships; and (6) cultural influences. These variables will determine how the growth of the business is ultimately influenced. The research can also discover from respondents what they view as important in their lives. The study then goes further to analyse whether the independent variables, as reacted to by the respondents, have a significant or non-significant effect on growth.
- Full Text:
- Date Issued: 2009
- Authors: Brower, Marlon
- Date: 2009
- Subjects: Sustainable development -- South Africa -- Nelson Mandela Bay Municipality , Small business -- South Africa -- Nelson Mandela Bay Municipality , Outlet stores -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8806 , http://hdl.handle.net/10948/d1018506
- Description: SMEs play a vital role in the country. For the purpose of the study the focus was on SMEs in the Nelson Mandela Bay Municipality Jurisdiction. Businesses which met the SME criteria (refer to Chapter 1, Section 1.7.1), (Du Plessis, 1996: 162; Marx et al., 1998: 728) were included in this study. The study is formed around the aspects of business which contribute to the growth of the business in the long term. A specific study was conducted on the ethnic entrepreneur and the aspects that influence business growth. There are many factors which influence the growth of the business; for the purpose of this study, a specific focus was placed on: (1) knowledge with regard to business; (2) entrepreneurial culture; (3) brand management; (4) location of the business; (5) business relationships; and (6) cultural influences. These variables will determine how the growth of the business is ultimately influenced. The research can also discover from respondents what they view as important in their lives. The study then goes further to analyse whether the independent variables, as reacted to by the respondents, have a significant or non-significant effect on growth.
- Full Text:
- Date Issued: 2009
Restructuring of the Port Elizabeth Hospital Complex: a perspective from the planned change management approach
- Authors: Qwesha, Babalwa
- Date: 2009
- Subjects: Hospitals -- Administration -- South Africa -- Port Elizabeth Organizational change -- Management -- South Africa Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:762 , http://hdl.handle.net/10962/d1003883
- Description: The research objectives which underpin this study were threefold. Firstly was to analyze the Port Elizabeth Hospital Complex (PEHC) restructuring process from a planned changed management perspective in particular the three stage model of Lewin (1951) which include unfreezing the current equilibrium, moving to a new position and refreezing in the new position. Secondly was to analyze how unforeseen circumstances were dealt with. Thirdly was to analyse the setting of objectives and measurements of targets to monitor progress. The study is based on the restructuring that took place in the PEHC which was called “Rationalization”. The research indicates that the development and implementation of the rationalization cannot be understood from the perspective of the three stage model of Lewin (1951). The conclusion was based on the manager’s perceptions of their analysis of the restructuring in the light of the theory of the three stage model of Lewin (1951). The study has shown that: · Rationalisation began by gathering information on the shortcomings of the structure of the three hospitals, but did not understand the degree of readiness to change. · The timescales for achieving rationalization were not clearly defined. · It was driven from the top with clear objectives and no timescales. · There was no structure that prepared the employees to go through the process of rationalisation. · There was lack of capacity of middle managers to respond to the workers in an encouraging way. · Rationalisation sub-committees had limited time to meet with employees at the sectional level. · External stakeholder involvement was not mobilized to its full potential. · Rationalisation was not an open process that involved both formal and informal employees. · Budget constraints and staff shortages were not informed by the restructuring needs. · Workers did not feel secure about the current and future work practises. · There was no feeling that the change will be beneficial to their wellbeing and to the organisation’s goals and mission · There was no monitoring and evaluation put in place to track progress. · There was centralisation of even the most basic administrative functions. The study seems to imply that the restructuring in the PEHC bears no resemblance to the Lewin (1951) planned change model and therefore cannot be understood from the perspective of this model. Given the initiative to rationalize, the PEHC management can learn from the model of Lewin (1951) planned change.
- Full Text:
- Date Issued: 2009
- Authors: Qwesha, Babalwa
- Date: 2009
- Subjects: Hospitals -- Administration -- South Africa -- Port Elizabeth Organizational change -- Management -- South Africa Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:762 , http://hdl.handle.net/10962/d1003883
- Description: The research objectives which underpin this study were threefold. Firstly was to analyze the Port Elizabeth Hospital Complex (PEHC) restructuring process from a planned changed management perspective in particular the three stage model of Lewin (1951) which include unfreezing the current equilibrium, moving to a new position and refreezing in the new position. Secondly was to analyze how unforeseen circumstances were dealt with. Thirdly was to analyse the setting of objectives and measurements of targets to monitor progress. The study is based on the restructuring that took place in the PEHC which was called “Rationalization”. The research indicates that the development and implementation of the rationalization cannot be understood from the perspective of the three stage model of Lewin (1951). The conclusion was based on the manager’s perceptions of their analysis of the restructuring in the light of the theory of the three stage model of Lewin (1951). The study has shown that: · Rationalisation began by gathering information on the shortcomings of the structure of the three hospitals, but did not understand the degree of readiness to change. · The timescales for achieving rationalization were not clearly defined. · It was driven from the top with clear objectives and no timescales. · There was no structure that prepared the employees to go through the process of rationalisation. · There was lack of capacity of middle managers to respond to the workers in an encouraging way. · Rationalisation sub-committees had limited time to meet with employees at the sectional level. · External stakeholder involvement was not mobilized to its full potential. · Rationalisation was not an open process that involved both formal and informal employees. · Budget constraints and staff shortages were not informed by the restructuring needs. · Workers did not feel secure about the current and future work practises. · There was no feeling that the change will be beneficial to their wellbeing and to the organisation’s goals and mission · There was no monitoring and evaluation put in place to track progress. · There was centralisation of even the most basic administrative functions. The study seems to imply that the restructuring in the PEHC bears no resemblance to the Lewin (1951) planned change model and therefore cannot be understood from the perspective of this model. Given the initiative to rationalize, the PEHC management can learn from the model of Lewin (1951) planned change.
- Full Text:
- Date Issued: 2009
Retention strategies of key talent at the bank of Zambia
- Authors: Mwanza, Besnat
- Date: 2009
- Subjects: Employee retention -- Zambia , Bank employees -- Zambia , Labor turnover -- Zambia
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8680 , http://hdl.handle.net/10948/1140 , Employee retention -- Zambia , Bank employees -- Zambia , Labor turnover -- Zambia
- Description: Finding and developing key talent is one of the toughest business challenges that executives face. The main problem of this study was to identify strategies that could be implemented by the Bank of Zambia (BoZ) in order to retain key talent. To achieve this objective the following procedure was followed: - Talent management strategies that were used at that time to improve retention at the BoZ were presented and discussed. Four main strategies were identified; professional scales, promotions, cash awards and flexible working hours. - Data regarding the turnover of people with key talent at the BoZ was collected and analysed. Key talent was defined and key talent at the BoZ was identified. It emerged that a retention problem was experienced among employees with a first university degree or professional qualifications such as ACCA/CIMA. The employees were mainly employed at the middle management level. - A literature study was conducted to identify talent management strategies that organisations could use to manage key talent. The literature study focused on the talent management process as a whole. Attention was focused on who should take responsibility for talent management, the importance of talent management and talent management strategies related to motivation, leadership and human resource strategies were also highlighted. The three strategies were found to be inter-related. The theoretical study formed the basis for the development of a survey questionnaire to establish the extent to which the strategies revealed in literature were utilised at the bank. The survey was administered to a randomly selected group of middle management employees at BoZ 5 and BoZ 6 levels. iv The empirical results revealed that all the strategies identified were used but that there was room for improvement in some areas. It was evident that many respondents felt that talent management was not a business priority at the bank. Many respondents felt that human resources played an adequate role in talent management but that their direct supervisors and senior management should play a bigger role than was currently the case. It was also evident from the results that most respondents felt that the leadership style of supervisors at the BoZ was effective and supportive. The extent to which some of the human resource strategies were used could lead to low morale and dissatisfaction among people with key talent. Specifically, the results revealed that most respondents felt that performance appraisals were not fairly and consistently applied or linked to incentives. On the basis of the literature study and the results of the empirical study, a talent management model was developed for the effective implementation of retention strategies. However, the effectiveness of these strategies would depend on the support of management. Managers, supervisors and employees themselves have to be involved in talent management.
- Full Text:
- Date Issued: 2009
- Authors: Mwanza, Besnat
- Date: 2009
- Subjects: Employee retention -- Zambia , Bank employees -- Zambia , Labor turnover -- Zambia
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8680 , http://hdl.handle.net/10948/1140 , Employee retention -- Zambia , Bank employees -- Zambia , Labor turnover -- Zambia
- Description: Finding and developing key talent is one of the toughest business challenges that executives face. The main problem of this study was to identify strategies that could be implemented by the Bank of Zambia (BoZ) in order to retain key talent. To achieve this objective the following procedure was followed: - Talent management strategies that were used at that time to improve retention at the BoZ were presented and discussed. Four main strategies were identified; professional scales, promotions, cash awards and flexible working hours. - Data regarding the turnover of people with key talent at the BoZ was collected and analysed. Key talent was defined and key talent at the BoZ was identified. It emerged that a retention problem was experienced among employees with a first university degree or professional qualifications such as ACCA/CIMA. The employees were mainly employed at the middle management level. - A literature study was conducted to identify talent management strategies that organisations could use to manage key talent. The literature study focused on the talent management process as a whole. Attention was focused on who should take responsibility for talent management, the importance of talent management and talent management strategies related to motivation, leadership and human resource strategies were also highlighted. The three strategies were found to be inter-related. The theoretical study formed the basis for the development of a survey questionnaire to establish the extent to which the strategies revealed in literature were utilised at the bank. The survey was administered to a randomly selected group of middle management employees at BoZ 5 and BoZ 6 levels. iv The empirical results revealed that all the strategies identified were used but that there was room for improvement in some areas. It was evident that many respondents felt that talent management was not a business priority at the bank. Many respondents felt that human resources played an adequate role in talent management but that their direct supervisors and senior management should play a bigger role than was currently the case. It was also evident from the results that most respondents felt that the leadership style of supervisors at the BoZ was effective and supportive. The extent to which some of the human resource strategies were used could lead to low morale and dissatisfaction among people with key talent. Specifically, the results revealed that most respondents felt that performance appraisals were not fairly and consistently applied or linked to incentives. On the basis of the literature study and the results of the empirical study, a talent management model was developed for the effective implementation of retention strategies. However, the effectiveness of these strategies would depend on the support of management. Managers, supervisors and employees themselves have to be involved in talent management.
- Full Text:
- Date Issued: 2009