Goat production in the Northern Cape: what are the impacts of farmer training?
- Authors: Burgess, Roberta
- Date: 2010
- Subjects: Northern Cape (South Africa) Animal culture -- South Africa -- Northern Cape -- Management Animal culture -- Economic aspects -- South Africa -- Northern Cape Goat farmers -- South Africa -- Northern Cape -- Education
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:747 , http://hdl.handle.net/10962/d1003868
- Description: The main millennium development goal is to eradicate extreme poverty and hunger in the world by 2015. South Africa is one of the countries that signed this pledge at the millennium summit in 2000. The Department of Agriculture, has initiated a number of projects to assist farmers and communities with reaching this goal. In the Northern Cape, the commercialization of goats is one such anchor project. The major activities of this project is to train farmers in applied and appropriate production practices, assist them with accessing markets and supporting them with improved livestock. The main aim of this research was to evaluate whether the project has achieved its outcome and whether this outcome, is having an impact on the livelihoods of the farmers involved in the project. After reviewing the literature on evaluation research and programme evaluation across time, the different paradigms and approaches, participatory methodology was used in this study. A case study approach was applied to evaluate the outcomes and effects of the training received by farmers, as part of the commercialization of goats programme. The results of the study proved that the training received by members of the Campbell Agricultural Co-operative Enterprises, changed their goat production practices. The training also had a secondary impact. Trained farmers were imparting (technology transfer) their acquired knowledge to other members of the co-operative. This appeared very effective as all members of the cooperative were farming more scientifically. These changes to the production practices had a positive impact on the livelihoods of the farmers, as their animals were of a better quality and they were able to sell their animals at different markets and for better prices. This has however not commercialized their farming operations as they are still faced with many challenges. These challenges are the lack of a proper marketing structure, access to financial assistance, proper infrastructure and adequate transport for the animals to mention a few. If the Department of Agriculture and Land Affairs is serious about assisting these farmers to move from the status of “emerging farmer” to “commercial farmer” they will have to look at addressing the problems experienced with financial access and access to adequate and appropriate transport.
- Full Text:
- Date Issued: 2010
- Authors: Burgess, Roberta
- Date: 2010
- Subjects: Northern Cape (South Africa) Animal culture -- South Africa -- Northern Cape -- Management Animal culture -- Economic aspects -- South Africa -- Northern Cape Goat farmers -- South Africa -- Northern Cape -- Education
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:747 , http://hdl.handle.net/10962/d1003868
- Description: The main millennium development goal is to eradicate extreme poverty and hunger in the world by 2015. South Africa is one of the countries that signed this pledge at the millennium summit in 2000. The Department of Agriculture, has initiated a number of projects to assist farmers and communities with reaching this goal. In the Northern Cape, the commercialization of goats is one such anchor project. The major activities of this project is to train farmers in applied and appropriate production practices, assist them with accessing markets and supporting them with improved livestock. The main aim of this research was to evaluate whether the project has achieved its outcome and whether this outcome, is having an impact on the livelihoods of the farmers involved in the project. After reviewing the literature on evaluation research and programme evaluation across time, the different paradigms and approaches, participatory methodology was used in this study. A case study approach was applied to evaluate the outcomes and effects of the training received by farmers, as part of the commercialization of goats programme. The results of the study proved that the training received by members of the Campbell Agricultural Co-operative Enterprises, changed their goat production practices. The training also had a secondary impact. Trained farmers were imparting (technology transfer) their acquired knowledge to other members of the co-operative. This appeared very effective as all members of the cooperative were farming more scientifically. These changes to the production practices had a positive impact on the livelihoods of the farmers, as their animals were of a better quality and they were able to sell their animals at different markets and for better prices. This has however not commercialized their farming operations as they are still faced with many challenges. These challenges are the lack of a proper marketing structure, access to financial assistance, proper infrastructure and adequate transport for the animals to mention a few. If the Department of Agriculture and Land Affairs is serious about assisting these farmers to move from the status of “emerging farmer” to “commercial farmer” they will have to look at addressing the problems experienced with financial access and access to adequate and appropriate transport.
- Full Text:
- Date Issued: 2010
Developing a long-term strategy for a selected small transport entrepreneur
- Authors: Burgins, David Christopher
- Date: 2008
- Subjects: Transportation -- South Africa -- Port Elizabeth -- Planning , Transportation and state -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Finance
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8714 , http://hdl.handle.net/10948/929 , Transportation -- South Africa -- Port Elizabeth -- Planning , Transportation and state -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Finance
- Description: South Africa, recognised as a developing economy, is encouraging its citizens to be entrepreneurs through various initiatives and assistance, with a bias towards the previously disadvantage people. This encouragement, from the government, has been taken advantage of by numerous citizens to the detriment of themselves, especially in the transport industry. Kazderich Pro Trans, a small transport entrepreneur, has founded itself based on the notion that businesses will utilize its services frequently based on the preferential treatment, to previously disadvantaged communities. The stakeholders in the transport industry, however is firstly geared towards maintaining their market share in a fiercely competitive industry with arguably an introspective view of the preferential treatment governmental policies. The purpose of this is to research the transport industry and accurately identify the environment the transport businesses operate in, with a view of analysing competencies that attract and retain business. This paper negates the government policy to a minor external environmental factor and argues that the company (Kazderich Pro Trans) should operate on the same principals as its competitors in the transport industry. The important issue being discussed in this research, the long term strategy, is to make small transport entrepreneurs realise that researching and planning their business are more important than starting it. The attraction and retention of clients is the basis of a successful transport business and the analyses of the questionnaire employed are used as guidance in developing the long term strategy.
- Full Text:
- Date Issued: 2008
- Authors: Burgins, David Christopher
- Date: 2008
- Subjects: Transportation -- South Africa -- Port Elizabeth -- Planning , Transportation and state -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Finance
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8714 , http://hdl.handle.net/10948/929 , Transportation -- South Africa -- Port Elizabeth -- Planning , Transportation and state -- South Africa -- Port Elizabeth , Transportation -- South Africa -- Port Elizabeth -- Finance
- Description: South Africa, recognised as a developing economy, is encouraging its citizens to be entrepreneurs through various initiatives and assistance, with a bias towards the previously disadvantage people. This encouragement, from the government, has been taken advantage of by numerous citizens to the detriment of themselves, especially in the transport industry. Kazderich Pro Trans, a small transport entrepreneur, has founded itself based on the notion that businesses will utilize its services frequently based on the preferential treatment, to previously disadvantaged communities. The stakeholders in the transport industry, however is firstly geared towards maintaining their market share in a fiercely competitive industry with arguably an introspective view of the preferential treatment governmental policies. The purpose of this is to research the transport industry and accurately identify the environment the transport businesses operate in, with a view of analysing competencies that attract and retain business. This paper negates the government policy to a minor external environmental factor and argues that the company (Kazderich Pro Trans) should operate on the same principals as its competitors in the transport industry. The important issue being discussed in this research, the long term strategy, is to make small transport entrepreneurs realise that researching and planning their business are more important than starting it. The attraction and retention of clients is the basis of a successful transport business and the analyses of the questionnaire employed are used as guidance in developing the long term strategy.
- Full Text:
- Date Issued: 2008
Image of Nelson Mandela Bay (NMB): an external stakeholder's perspective
- Authors: Bush, Charmel Lolita
- Date: 2016
- Subjects: Tourism -- South Africa -- Eastern Cape , South Africa -- Description and travel
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/9097 , vital:26464
- Description: A distinctive destination image is required in order to compete with other destinations for tourists and investors alike. This main objective of this study is to develop a model for destination image formation for Nelson Mandela Bay as a secondary economy to boost its global competitiveness. Several researchers have studied destination image and based on the fact that tourists and investors usually have a limited knowledge of destinations they have not previously visited, destination image fulfils an important function insofar as destinations with strong, positive, discriminatory and recognisable images. A literature study was conducted to identify the key influencers on destination image as well as to identify which forces are likely to influence the destination image of Nelson Mandela Bay. The different factors of destination image were identified from the literature sources and these factors provided a basis for an empirical study that was conducted amongst external stakeholders. The primary research objective was to create a model of destination image for Nelson Mandela Bay and to explain the cause and effect relationship between the dependent and independent variables. Added to the primary research objective, eight secondary research objectives were identified. The primary research question for this study was to identify what influences the destination image of Nelson Mandela Bay. Added to the primary research question, the researcher also identified eight research questions as part of the study. The empirical analysis was used to test the hypotheses and ultimately develop a model for destination image formation for Nelson Mandela Bay. This study was exploratory in nature and thus used a limited sample to gain insights for further research. Data were obtained through questionnaires that were distributed electronically to 120 respondents. This study concluded with the development of a destination image model for Nelson Mandela Bay that can be expanded upon with further research. The results indicate that general infrastructure and social environment; leisure and recreation; and culture influence the Affective component of Nelson Mandela Bay. Information sources and Political stability and risk influence the Cognitive component of Nelson Mandela Bay. Together the Affective and Cognitive component makes up the overall image of Nelson Mandela Bay.
- Full Text:
- Date Issued: 2016
- Authors: Bush, Charmel Lolita
- Date: 2016
- Subjects: Tourism -- South Africa -- Eastern Cape , South Africa -- Description and travel
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/9097 , vital:26464
- Description: A distinctive destination image is required in order to compete with other destinations for tourists and investors alike. This main objective of this study is to develop a model for destination image formation for Nelson Mandela Bay as a secondary economy to boost its global competitiveness. Several researchers have studied destination image and based on the fact that tourists and investors usually have a limited knowledge of destinations they have not previously visited, destination image fulfils an important function insofar as destinations with strong, positive, discriminatory and recognisable images. A literature study was conducted to identify the key influencers on destination image as well as to identify which forces are likely to influence the destination image of Nelson Mandela Bay. The different factors of destination image were identified from the literature sources and these factors provided a basis for an empirical study that was conducted amongst external stakeholders. The primary research objective was to create a model of destination image for Nelson Mandela Bay and to explain the cause and effect relationship between the dependent and independent variables. Added to the primary research objective, eight secondary research objectives were identified. The primary research question for this study was to identify what influences the destination image of Nelson Mandela Bay. Added to the primary research question, the researcher also identified eight research questions as part of the study. The empirical analysis was used to test the hypotheses and ultimately develop a model for destination image formation for Nelson Mandela Bay. This study was exploratory in nature and thus used a limited sample to gain insights for further research. Data were obtained through questionnaires that were distributed electronically to 120 respondents. This study concluded with the development of a destination image model for Nelson Mandela Bay that can be expanded upon with further research. The results indicate that general infrastructure and social environment; leisure and recreation; and culture influence the Affective component of Nelson Mandela Bay. Information sources and Political stability and risk influence the Cognitive component of Nelson Mandela Bay. Together the Affective and Cognitive component makes up the overall image of Nelson Mandela Bay.
- Full Text:
- Date Issued: 2016
Strategy execution in a manufacturing facility in the Nelson Mandela Bay
- Authors: Butler, Charles Ted
- Date: 2014
- Subjects: Business planning -- South Africa -- Nelson Mandela Bay Municipality , Manufacturing industries -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8843 , http://hdl.handle.net/10948/d1020075
- Description: The most basic role of operations is to execute a strategy (Pycraft, Singh, Phihlela, Slack, Chambers & Johnston, 2010). The aim of this study is to make a contribution to operational performance by analysing the effectiveness of strategy execution at a confectionery manufacturing facility situated in the Nelson Mandela Bay (NMB). The primary objective of the study is to improve strategy execution at this manufacturing facility by investigating the influence of strategy; business processes; organisational factors; human resources; macro factors and leadership toward the success of strategy execution. The researcher gave consideration to whether this manufacturing facility measured on a strategy grid, is in a professional (champions’) league, headed towards a spectacular success; or headed towards being relegated and failure; or will it achieve somewhere in between like playing in the amateur (first division). The study was conducted in the quantitative paradigm. Data was collected using a structured questionnaire and sourced instruments were used to measure the variables in the hypothesised model. The objective of the questionnaire was to analyse the respondent’s understanding of how strategy is executed, thereby identifying the possible areas that need to be improved. It was found that most managers disagreed that the business processes, organisational factors and human resources effectively support the execution of the operational strategy and that the average response from the managers were neutral in respect of effectiveness of strategy and leadership. The inference is that although this manufacturing facility has a fair strategy, execution thereof is below average. The researcher therefore deduced that the most appropriate section for the manufacturing facility is between the first division and relegation. The research findings indicate that the management team is not effectively executing the operational strategy. The management implication of this finding translates into lost opportunities. These lost opportunities probably contributed to the poor results reported by the plant director in his quarterly performance review. The empirical results are discussed and recommendations are proposed to improve strategy execution, complementing the manufacturing facility’s goals to deliver the best performance and ultimately realise their stated vision: “to be the best and most loved confectionary site in the world”.
- Full Text:
- Date Issued: 2014
- Authors: Butler, Charles Ted
- Date: 2014
- Subjects: Business planning -- South Africa -- Nelson Mandela Bay Municipality , Manufacturing industries -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8843 , http://hdl.handle.net/10948/d1020075
- Description: The most basic role of operations is to execute a strategy (Pycraft, Singh, Phihlela, Slack, Chambers & Johnston, 2010). The aim of this study is to make a contribution to operational performance by analysing the effectiveness of strategy execution at a confectionery manufacturing facility situated in the Nelson Mandela Bay (NMB). The primary objective of the study is to improve strategy execution at this manufacturing facility by investigating the influence of strategy; business processes; organisational factors; human resources; macro factors and leadership toward the success of strategy execution. The researcher gave consideration to whether this manufacturing facility measured on a strategy grid, is in a professional (champions’) league, headed towards a spectacular success; or headed towards being relegated and failure; or will it achieve somewhere in between like playing in the amateur (first division). The study was conducted in the quantitative paradigm. Data was collected using a structured questionnaire and sourced instruments were used to measure the variables in the hypothesised model. The objective of the questionnaire was to analyse the respondent’s understanding of how strategy is executed, thereby identifying the possible areas that need to be improved. It was found that most managers disagreed that the business processes, organisational factors and human resources effectively support the execution of the operational strategy and that the average response from the managers were neutral in respect of effectiveness of strategy and leadership. The inference is that although this manufacturing facility has a fair strategy, execution thereof is below average. The researcher therefore deduced that the most appropriate section for the manufacturing facility is between the first division and relegation. The research findings indicate that the management team is not effectively executing the operational strategy. The management implication of this finding translates into lost opportunities. These lost opportunities probably contributed to the poor results reported by the plant director in his quarterly performance review. The empirical results are discussed and recommendations are proposed to improve strategy execution, complementing the manufacturing facility’s goals to deliver the best performance and ultimately realise their stated vision: “to be the best and most loved confectionary site in the world”.
- Full Text:
- Date Issued: 2014
Strategy formulation and implementation in non-profit organisations in the Nelson Mandela Municipality
- Authors: Butler, Lauren
- Date: 2015
- Subjects: Strategic planning -- South Africa -- Nelson Mandela Bay Municipality , Nonprofit organizations -- South Africa -- Nelson Mandela Bay Municipality -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8866 , http://hdl.handle.net/10948/d1020253
- Description: Literature indicates that the sustainability of Non-Profit Organisations (NPOs) is important as they provide pivotal services to the community. In this study, the researcher investigates common problems associated with strategy formulation and implementation in NPOs in the Nelson Mandela Metropole. The researcher reports on the importance of strategy within all organisations and outlines a strategy process that can be used as a guide to measure strategic planning in NPOs. In pursuit of conducting qualitative research, a self-constructed questionnaire was used to perform telephonic interviews with managers of NPOs. The study yielded a low response rate, but based on the analysis of the data collected, findings indicate that the main problem is not with strategy formulation or implementation, but with the understanding of the concept of strategic planning. During the interview process, it became evident that there is a common misconception that the annual operations planning constitutes a strategic plan. A major limitation to this study was the absence of a benchmark against which to measure success. Unlike a for-profit organisation where success is measured by profit margins, NPOs have different priorities and therefore successful strategic planning differs from one organisation to another. A recommendation for managers at NPOs is that they start thinking strategically about their organisation, its planning, and methods for doing so (which is discussed in Chapter Five).
- Full Text:
- Date Issued: 2015
- Authors: Butler, Lauren
- Date: 2015
- Subjects: Strategic planning -- South Africa -- Nelson Mandela Bay Municipality , Nonprofit organizations -- South Africa -- Nelson Mandela Bay Municipality -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8866 , http://hdl.handle.net/10948/d1020253
- Description: Literature indicates that the sustainability of Non-Profit Organisations (NPOs) is important as they provide pivotal services to the community. In this study, the researcher investigates common problems associated with strategy formulation and implementation in NPOs in the Nelson Mandela Metropole. The researcher reports on the importance of strategy within all organisations and outlines a strategy process that can be used as a guide to measure strategic planning in NPOs. In pursuit of conducting qualitative research, a self-constructed questionnaire was used to perform telephonic interviews with managers of NPOs. The study yielded a low response rate, but based on the analysis of the data collected, findings indicate that the main problem is not with strategy formulation or implementation, but with the understanding of the concept of strategic planning. During the interview process, it became evident that there is a common misconception that the annual operations planning constitutes a strategic plan. A major limitation to this study was the absence of a benchmark against which to measure success. Unlike a for-profit organisation where success is measured by profit margins, NPOs have different priorities and therefore successful strategic planning differs from one organisation to another. A recommendation for managers at NPOs is that they start thinking strategically about their organisation, its planning, and methods for doing so (which is discussed in Chapter Five).
- Full Text:
- Date Issued: 2015
An enabling environment for women agri-entrepreneurs in the Tsitsikama area
- Authors: Buyambo, Ntombentsha
- Date: 2012
- Subjects: Agricultural administration -- South Africa , Agriculture -- Economic aspects -- South Africa , Women -- Agriculture
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8786 , http://hdl.handle.net/10948/d1013755
- Description: Agriculture plays an important role in the economy of every nation. Most countries depend on agriculture and other industries to survive. Economies around the world experience difficulties. There are many countries that have the potential to stimulate their economic growth through agriculture. The untapped resources have the potential of providing food, jobs and increased financial stability. Many countries utilise their agricultural sector to grow their economy. The growth of unemployment in South Africa has a big impact on our economy. This has caused an increase in poverty and unemployment (Ukpere & Slabbert, 2009). Women’s role in agriculture and food security is critical, but there is still lack of visibility regarding their participation and contribution in agriculture and development in general. This has led to two forms of agriculture in South Africa; so-called subsistence farming in the communal areas and white commercial farming (Kwa, 2001). Most emerging farmers are on communal land where they share decisions and ownership is unsecured, which discourages investment and limits productivity (Farmer's weekly, 2012). The main objective of the research was to determine if the women in the Tsitsikamma (Eastern Cape, South Africa), area have knowledge and strategies to manage their agribusiness in order to create an enabling environment and be competitive in their farming businesses. The qualitative method was used to answer questions in order to understand people’s perceptions, perspectives and understanding of particular situations. It is based on the belief that the researcher’s ability to interpret and make sense of what he or she sees is critical for an understanding of any social phenomenon. In seeking to create an enabling environment, a qualitative analysis investigated this particular situation. The sample consisted of 25 out of a possible 30 women in the agriculture industry. A structured questionnaire was used and interviews were conducted with women involved in agriculture regardless of owning a farm. This study was based in the farming industry, particular farm women who are interested or involved in agribusiness in the Tsitsikamma region. The results of the questionnaire revealed key findings, which enabled the researcher to draw meaningful conclusions and recommendations. The findings have suggested that the women farmers can overcome the identified constraints affecting the opportunities to grow their farming businesses. Further empirical results indicated that they do not have any strategies in running their farming businesses. The study also highlights areas in agribusiness that should be improved.
- Full Text:
- Date Issued: 2012
- Authors: Buyambo, Ntombentsha
- Date: 2012
- Subjects: Agricultural administration -- South Africa , Agriculture -- Economic aspects -- South Africa , Women -- Agriculture
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8786 , http://hdl.handle.net/10948/d1013755
- Description: Agriculture plays an important role in the economy of every nation. Most countries depend on agriculture and other industries to survive. Economies around the world experience difficulties. There are many countries that have the potential to stimulate their economic growth through agriculture. The untapped resources have the potential of providing food, jobs and increased financial stability. Many countries utilise their agricultural sector to grow their economy. The growth of unemployment in South Africa has a big impact on our economy. This has caused an increase in poverty and unemployment (Ukpere & Slabbert, 2009). Women’s role in agriculture and food security is critical, but there is still lack of visibility regarding their participation and contribution in agriculture and development in general. This has led to two forms of agriculture in South Africa; so-called subsistence farming in the communal areas and white commercial farming (Kwa, 2001). Most emerging farmers are on communal land where they share decisions and ownership is unsecured, which discourages investment and limits productivity (Farmer's weekly, 2012). The main objective of the research was to determine if the women in the Tsitsikamma (Eastern Cape, South Africa), area have knowledge and strategies to manage their agribusiness in order to create an enabling environment and be competitive in their farming businesses. The qualitative method was used to answer questions in order to understand people’s perceptions, perspectives and understanding of particular situations. It is based on the belief that the researcher’s ability to interpret and make sense of what he or she sees is critical for an understanding of any social phenomenon. In seeking to create an enabling environment, a qualitative analysis investigated this particular situation. The sample consisted of 25 out of a possible 30 women in the agriculture industry. A structured questionnaire was used and interviews were conducted with women involved in agriculture regardless of owning a farm. This study was based in the farming industry, particular farm women who are interested or involved in agribusiness in the Tsitsikamma region. The results of the questionnaire revealed key findings, which enabled the researcher to draw meaningful conclusions and recommendations. The findings have suggested that the women farmers can overcome the identified constraints affecting the opportunities to grow their farming businesses. Further empirical results indicated that they do not have any strategies in running their farming businesses. The study also highlights areas in agribusiness that should be improved.
- Full Text:
- Date Issued: 2012
The Neethling Brain Instrument (NBI) as a predictive indicator for leadership branding
- Authors: Buys, Hein
- Date: 2019
- Subjects: Branding (Marketing) , Educational leadership -- Marketing Corporate image Leadership -- South Africa Executive ability
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/37900 , vital:34260
- Description: The purpose of this treatise is to determine whether the Neethling 8-Dimensional Brain Instrument (NBI) can serve as a predictive indicator of leadership brand of individuals. In practice the focus of recruitment is often solely concerned with the person-job fit in so far as hard-skills of the individual applicants are relevant and suitable to the position that must be filled. It is the belief of the researcher in this treatise that a more holistic approach in filling leadership roles most be adopted in order to increase the successful placement of leaders based not only on the person-job fit, but also on the person-team and person-organisation fit. Certain leadership brands are more suitable in certain environments and this must be tested for as part of the recruitment and placement process. This qualitative case study is exploratory in nature and hopes to gain a deeper understanding of predictive capability of the NBI in relation to leadership branding.
- Full Text:
- Date Issued: 2019
- Authors: Buys, Hein
- Date: 2019
- Subjects: Branding (Marketing) , Educational leadership -- Marketing Corporate image Leadership -- South Africa Executive ability
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/37900 , vital:34260
- Description: The purpose of this treatise is to determine whether the Neethling 8-Dimensional Brain Instrument (NBI) can serve as a predictive indicator of leadership brand of individuals. In practice the focus of recruitment is often solely concerned with the person-job fit in so far as hard-skills of the individual applicants are relevant and suitable to the position that must be filled. It is the belief of the researcher in this treatise that a more holistic approach in filling leadership roles most be adopted in order to increase the successful placement of leaders based not only on the person-job fit, but also on the person-team and person-organisation fit. Certain leadership brands are more suitable in certain environments and this must be tested for as part of the recruitment and placement process. This qualitative case study is exploratory in nature and hopes to gain a deeper understanding of predictive capability of the NBI in relation to leadership branding.
- Full Text:
- Date Issued: 2019
Market needs analysis for Turnkey automation project based organisation in the Eastern Cape
- Authors: Buys, Stefan
- Date: 2014
- Subjects: Industrial marketing , Marketing research
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8927 , http://hdl.handle.net/10948/d1021170
- Description: Customer value is essentially the perceived value that the customer gains when purchasing a product. The perceived value is the trade-off between the cost of the product and the benefits it provides. If the customer perceives the benefits exceed the costs, then the customer perceives value in the product. A need is defined as a perceived lack of something. Customers across industries consider fulfilment of their unique needs as a key metric in evaluating the effectiveness of a solution. In order for an organisation to successfully provide solutions based on customer needs it is crucial for the organisation to understand the needs of their target market. Market Needs Analysis (MNA) is the investigation that intends to improve knowledge about the needs of the organisation’s target market. Project Based Organisations (PBOs) are organisations who are primarily orientated to execute once-off projects with an organisational structure specially formed for a temporary period tailored to deliver a product that meets the needs of specific customers. This research investigates the value offering of a Turnkey PBO and its alignment to the needs of its market. The organisation is privately owned, operating primarily in the South African automotive industry. The true name of the organisation that will be researched will not be disclosed for confidentiality reasons; instead it will be called My Automation Company (MAC). Until the end of 2010, the core focus of the organisation was the supply and maintenance of specialised electronic and computerised tools and services used mainly for quality assurance and production support. Towards the end of 2010 the organisation shifted its focus to providing a new product and service, Turnkey Industrial Automation Projects, to its existing market. In the rush of introducing new products and services many organisations neglect to analyse the market to ensure that they fully understand and can satisfy its needs. Understanding customer needs is crucial in order for new products to be successful thereby capitalising on the available growth potential. Turnkey Industrial Automation Projects is a new product in the organisation’s existing market. It is therefore important that the organisation investigates the customer needs for this particular product as it will differ significantly from customer needs for Service Level Agreements which the organisation is familiar with. The purpose of this research study is to advance the current understanding of the Customer Value Proposition (CVP) of Turnkey PBOs by performing a systematic analysis of the determinants of customer value. This research is an exploratory quantitative study comprised of literature- and case study components used to test proposed hypotheses. The literature study was performed on secondary sources to establish the key concepts related to the topics of PBOs, Industrial Marketing, Market Needs Analysis and CVP. The empirical study consisted of surveys (questionnaires) completed by various customers and employees of MAC. The questionnaire used in this research consisted of questions regarding demographic data and questions regarding perceived CVP and influencing factors. Descriptive statistics was used to summarise the data into a more compact form which could simplify the identification of patterns in the data. Inferential statistics was used to verify if conclusions made from the sample data can be inferred onto a larger population Recommended business practices based on the statistical analysis of the survey results were identified. It was shown that there exists a relationship between Perceived Value and Product Characteristics, Relational Characteristics, Supplier Characteristics, Benefits and Sacrifices by using Pearson’s product-moment correlation coefficient to measure the linear association between the variables. A significant difference in the perceived performance of MAC in certain aspects was found. There is however no significant difference between the perceived importance’s assigned to CVP factors by High- and Low-level Management customers. It was also found that there is a significant difference in the perceived performance of MAC by Customers and Employees in certain aspects. While there is alignment between the importance Employees and Customers place on the majority of independent variables, there is misalignment with regard to the various Supplier Characteristics. Supplier Commitment was shown to be the factor that requires the most attention as: it has the biggest influence on the perceived value gained from dealing with MAC; Customers rate the organisations performance in this regard lower than Employees do and Employees assign lower importance to this factor than Customers. This study concluded in the development of a hypothesised CVP model that indicated not only which factors influence the CVP of a Turnkey PBO in the Eastern Cape but also the effect that each of the identified factors have on perceived value.
- Full Text:
- Date Issued: 2014
- Authors: Buys, Stefan
- Date: 2014
- Subjects: Industrial marketing , Marketing research
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8927 , http://hdl.handle.net/10948/d1021170
- Description: Customer value is essentially the perceived value that the customer gains when purchasing a product. The perceived value is the trade-off between the cost of the product and the benefits it provides. If the customer perceives the benefits exceed the costs, then the customer perceives value in the product. A need is defined as a perceived lack of something. Customers across industries consider fulfilment of their unique needs as a key metric in evaluating the effectiveness of a solution. In order for an organisation to successfully provide solutions based on customer needs it is crucial for the organisation to understand the needs of their target market. Market Needs Analysis (MNA) is the investigation that intends to improve knowledge about the needs of the organisation’s target market. Project Based Organisations (PBOs) are organisations who are primarily orientated to execute once-off projects with an organisational structure specially formed for a temporary period tailored to deliver a product that meets the needs of specific customers. This research investigates the value offering of a Turnkey PBO and its alignment to the needs of its market. The organisation is privately owned, operating primarily in the South African automotive industry. The true name of the organisation that will be researched will not be disclosed for confidentiality reasons; instead it will be called My Automation Company (MAC). Until the end of 2010, the core focus of the organisation was the supply and maintenance of specialised electronic and computerised tools and services used mainly for quality assurance and production support. Towards the end of 2010 the organisation shifted its focus to providing a new product and service, Turnkey Industrial Automation Projects, to its existing market. In the rush of introducing new products and services many organisations neglect to analyse the market to ensure that they fully understand and can satisfy its needs. Understanding customer needs is crucial in order for new products to be successful thereby capitalising on the available growth potential. Turnkey Industrial Automation Projects is a new product in the organisation’s existing market. It is therefore important that the organisation investigates the customer needs for this particular product as it will differ significantly from customer needs for Service Level Agreements which the organisation is familiar with. The purpose of this research study is to advance the current understanding of the Customer Value Proposition (CVP) of Turnkey PBOs by performing a systematic analysis of the determinants of customer value. This research is an exploratory quantitative study comprised of literature- and case study components used to test proposed hypotheses. The literature study was performed on secondary sources to establish the key concepts related to the topics of PBOs, Industrial Marketing, Market Needs Analysis and CVP. The empirical study consisted of surveys (questionnaires) completed by various customers and employees of MAC. The questionnaire used in this research consisted of questions regarding demographic data and questions regarding perceived CVP and influencing factors. Descriptive statistics was used to summarise the data into a more compact form which could simplify the identification of patterns in the data. Inferential statistics was used to verify if conclusions made from the sample data can be inferred onto a larger population Recommended business practices based on the statistical analysis of the survey results were identified. It was shown that there exists a relationship between Perceived Value and Product Characteristics, Relational Characteristics, Supplier Characteristics, Benefits and Sacrifices by using Pearson’s product-moment correlation coefficient to measure the linear association between the variables. A significant difference in the perceived performance of MAC in certain aspects was found. There is however no significant difference between the perceived importance’s assigned to CVP factors by High- and Low-level Management customers. It was also found that there is a significant difference in the perceived performance of MAC by Customers and Employees in certain aspects. While there is alignment between the importance Employees and Customers place on the majority of independent variables, there is misalignment with regard to the various Supplier Characteristics. Supplier Commitment was shown to be the factor that requires the most attention as: it has the biggest influence on the perceived value gained from dealing with MAC; Customers rate the organisations performance in this regard lower than Employees do and Employees assign lower importance to this factor than Customers. This study concluded in the development of a hypothesised CVP model that indicated not only which factors influence the CVP of a Turnkey PBO in the Eastern Cape but also the effect that each of the identified factors have on perceived value.
- Full Text:
- Date Issued: 2014
An investigation into the conflict management styles used in organisations with special reference to some organisations in the northern region of the Eastern Cape Province
- Authors: Bwowe, Patrick W
- Date: 2002
- Subjects: Conflict management -- South Africa -- Eastern Provice
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10911 , http://hdl.handle.net/10948/103 , Conflict management -- South Africa -- Eastern Provice
- Description: common and in most cases unavoidable. Because of this, it has become critical for managers to start evaluating the styles they use in managing conflict and to assess the implications of these styles to the benefits and costs of conflict. In order to meet this challenge, managers must understand the nature, sources and the outcome of conflict. It is by reflecting on the above, that managers may become more informed about the right conflict management approach to apply. This research deals with an investigation into the conflict management styles used by managers in organisations. It seeks to identify the styles currently used and to establish whether there is any correlation between these styles and the conflict management styles identified in the literature survey. The study targeted six health institutions in the Northern Region of the Eastern Cape Province. Findings from the literature study revealed two main approaches to managing conflict. These were: the Resolution and the Stimulating approaches. Five conflict management styles were identified when the resolution technique is used. These included: Collaboration, Avoidance, Accommodating, Compromise and the Dominating styles. Five approaches for stimulating functional conflict in organisations were also identified.They included the following: use of programmed conflict, manipulation of communication channels, encouraging competition among employees, encouraging the use structured debates and changing the organisational structure and culture. A research questionnaire and personal interviews were used for collecting data. The Questionnaire sought to establish the conflict management styles currently used in organisations while the interview’s aim was to probe deeper and to establish the participants’ view of the factors which determine one’s preferred conflict handling style and also to assess to what extent managers understand contemporary approaches to managing conflict such as conflict stimulation. The study revealed that the conflict management styles used by managers are similar to those identified in the literature review. It also emerged that managers are not very knowledgeable about the view of managing conflict by stimulating it. This highlighted the importance for further research into managing conflict by means of the stimulation approach.
- Full Text:
- Date Issued: 2002
- Authors: Bwowe, Patrick W
- Date: 2002
- Subjects: Conflict management -- South Africa -- Eastern Provice
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10911 , http://hdl.handle.net/10948/103 , Conflict management -- South Africa -- Eastern Provice
- Description: common and in most cases unavoidable. Because of this, it has become critical for managers to start evaluating the styles they use in managing conflict and to assess the implications of these styles to the benefits and costs of conflict. In order to meet this challenge, managers must understand the nature, sources and the outcome of conflict. It is by reflecting on the above, that managers may become more informed about the right conflict management approach to apply. This research deals with an investigation into the conflict management styles used by managers in organisations. It seeks to identify the styles currently used and to establish whether there is any correlation between these styles and the conflict management styles identified in the literature survey. The study targeted six health institutions in the Northern Region of the Eastern Cape Province. Findings from the literature study revealed two main approaches to managing conflict. These were: the Resolution and the Stimulating approaches. Five conflict management styles were identified when the resolution technique is used. These included: Collaboration, Avoidance, Accommodating, Compromise and the Dominating styles. Five approaches for stimulating functional conflict in organisations were also identified.They included the following: use of programmed conflict, manipulation of communication channels, encouraging competition among employees, encouraging the use structured debates and changing the organisational structure and culture. A research questionnaire and personal interviews were used for collecting data. The Questionnaire sought to establish the conflict management styles currently used in organisations while the interview’s aim was to probe deeper and to establish the participants’ view of the factors which determine one’s preferred conflict handling style and also to assess to what extent managers understand contemporary approaches to managing conflict such as conflict stimulation. The study revealed that the conflict management styles used by managers are similar to those identified in the literature review. It also emerged that managers are not very knowledgeable about the view of managing conflict by stimulating it. This highlighted the importance for further research into managing conflict by means of the stimulation approach.
- Full Text:
- Date Issued: 2002
Barriers faced by SMMEs in accessing finance
- Authors: Caga, Siyabonga Macpherson
- Date: 2012
- Subjects: Small business -- Finance , Small business
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8784 , http://hdl.handle.net/10948/d1013348
- Description: SMMEs have been cited as major players in economic development in South Africa and in other developing countries. In South Africa SMMEs contribute more than 52 percent towards the GDP. Subsequently, the South African government has taken various steps to encourage their growth and to improve access to finance for SMMEs. Despite this, securing finance remains a challenge in this group of enterprises. Since SMMEs have unique financial needs, commercial banks and other funders are faced with difficulties in catering for them. Banks in particular have been reluctant in financing these high-risk ventures. SMME owners as a result still prefer informal sources of finance such as personal savings, retained earnings or friends or family rather than bank loans. The study purpose was to examine the barriers that are faced by SMMEs in accessing finance. To do this a survey was conducted on 40 SMMEs operating in the manufacturing sector in Tshwane Metropolitan Municipality. The research findings indicated various barriers that are faced by SMMEs in accessing finance. Dominating among the barriers are those that are related to perceived risks of SMMEs by funders, including lack of collateral or business assets, lack of financial statements, excessive red tape by funders, administrative burden associated with applications as well as unfair evaluation of risks and profitability of SMMEs by funders. Other factors that were identified as barriers were those that are associated with poor business plan development, poor business training and development and source of funding. The majority of the respondents recommended that there must be better risk and profitability evaluation, easy loan repayment methods, more government support for SMMEs, flexible eligibility criteria for SMME loans and proper loan amount allocations.
- Full Text:
- Date Issued: 2012
- Authors: Caga, Siyabonga Macpherson
- Date: 2012
- Subjects: Small business -- Finance , Small business
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8784 , http://hdl.handle.net/10948/d1013348
- Description: SMMEs have been cited as major players in economic development in South Africa and in other developing countries. In South Africa SMMEs contribute more than 52 percent towards the GDP. Subsequently, the South African government has taken various steps to encourage their growth and to improve access to finance for SMMEs. Despite this, securing finance remains a challenge in this group of enterprises. Since SMMEs have unique financial needs, commercial banks and other funders are faced with difficulties in catering for them. Banks in particular have been reluctant in financing these high-risk ventures. SMME owners as a result still prefer informal sources of finance such as personal savings, retained earnings or friends or family rather than bank loans. The study purpose was to examine the barriers that are faced by SMMEs in accessing finance. To do this a survey was conducted on 40 SMMEs operating in the manufacturing sector in Tshwane Metropolitan Municipality. The research findings indicated various barriers that are faced by SMMEs in accessing finance. Dominating among the barriers are those that are related to perceived risks of SMMEs by funders, including lack of collateral or business assets, lack of financial statements, excessive red tape by funders, administrative burden associated with applications as well as unfair evaluation of risks and profitability of SMMEs by funders. Other factors that were identified as barriers were those that are associated with poor business plan development, poor business training and development and source of funding. The majority of the respondents recommended that there must be better risk and profitability evaluation, easy loan repayment methods, more government support for SMMEs, flexible eligibility criteria for SMME loans and proper loan amount allocations.
- Full Text:
- Date Issued: 2012
An evaluation to assist a metropolitan broker division to improve the level of service quality towards contracted brokers
- Authors: Calitz, Andries P
- Date: 2001
- Subjects: Customer services -- Quality control , Insurance companies -- South Africa , Customer relations
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10942 , http://hdl.handle.net/10948/d1006206 , Customer services -- Quality control , Insurance companies -- South Africa , Customer relations
- Description: In this study the service quality from a Metropolitan Broker Division towards contracted brokers in the southern region was investigated. From the industry and competitor analyses it can be concluded that service quality has become an important factor in the financial service industry, especially in the insurance industry. It is therefore important to look at options to outperform competitors. The literature survey was aimed at improving the level of quality service to contracted brokers. Based on the information obtained through the literature study and survey, a guideline to assist a Metropolitan Broker Division to improve the level of service quality was developed. The purpose of the empirical study was to determine if the service that contracted brokers receive from the Metropolitan Broker Division is of an acceptable level. The answers from respondents were analysed and compared with findings from the literature study. Recommendations were formulated for improving the level of service quality towards contracted brokers. The empirical study results were satisfactory and informative. The positive responses identified can be utilised to strengthen the marketing strategies by Metropolitan Broker Division while attention should be given to the negative responses.
- Full Text:
- Date Issued: 2001
- Authors: Calitz, Andries P
- Date: 2001
- Subjects: Customer services -- Quality control , Insurance companies -- South Africa , Customer relations
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10942 , http://hdl.handle.net/10948/d1006206 , Customer services -- Quality control , Insurance companies -- South Africa , Customer relations
- Description: In this study the service quality from a Metropolitan Broker Division towards contracted brokers in the southern region was investigated. From the industry and competitor analyses it can be concluded that service quality has become an important factor in the financial service industry, especially in the insurance industry. It is therefore important to look at options to outperform competitors. The literature survey was aimed at improving the level of quality service to contracted brokers. Based on the information obtained through the literature study and survey, a guideline to assist a Metropolitan Broker Division to improve the level of service quality was developed. The purpose of the empirical study was to determine if the service that contracted brokers receive from the Metropolitan Broker Division is of an acceptable level. The answers from respondents were analysed and compared with findings from the literature study. Recommendations were formulated for improving the level of service quality towards contracted brokers. The empirical study results were satisfactory and informative. The positive responses identified can be utilised to strengthen the marketing strategies by Metropolitan Broker Division while attention should be given to the negative responses.
- Full Text:
- Date Issued: 2001
Residents’ perspective of Nelson Mandela Bay as a sustainable city
- Authors: Calitz, Martin
- Date: 2019
- Subjects: Sustainable urban development -- South Africa -- Nelson Mandela Bay Municipality , Sustainable development -- South Africa -- Nelson Mandela Bay Municipality Urban renewal -- South Africa -- Nelson Mandela Bay Municipality City planning -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/37128 , vital:34120
- Description: Currently, environmental issues have firmly entrenched itself at the centre of the world stage with regard to all spheres of development activity. This has been exemplified by the number of global and national agendas and international conferences, which are being held concerning the environment. This began with the Rio de Janeiro Earth Summit in 1992, which evolved into the current relentless environmental campaigns across the world from developed to developing nations. This was followed by the World Summit on Sustainable Development (WSSD), which was held in Johannesburg, South Africa in 2002, which defined critical targets for sustainable development, including the Millennium Development Goals (MDGs). These campaigns have become critical in response to the alarming rate at which human activities are affecting the environment. Africa is experiencing one of the fastest rates of urbanisation in the world, with sub-Saharan Africa leading the way. In 2009, there were more than 395 million Africans living in urban areas, which equates to approximately 40% of the continent’s population. The African population number is estimated to triple to more than 1.2 billion people, with an expected 60% of all Africans to reside in urban areas by 2050. The United Nations Human Settlements’ Programme identified that this rapid growth presents two major challenges. First, providing African cities with the ability to better harness their productive potential and secondly, assisting African cities with the ability to better serve the increased demands for municipal services and decent housing. The unique situation that makes Africa different from other global urban migrations is the speed this urban migration process is following. 1994 marked a significant change for politics in South Africa. It provided the new administrative South African government the opportunity to position South Africa on a path towards becoming Africa’s first recognised sustainable country. In 1994, the South African government amended the constitutional objective to align local government with focusing on securing ecological sustainable development and making use of natural resources, while promoting justifiable economic and social development. In support of this constitutional objective, the National Environmental Management Act (NEMA) No. 107 of 1998, established cooperative governance principles, institutional mechanisms and sustainable development tools needed to promote environmental sustainability
- Full Text:
- Date Issued: 2019
- Authors: Calitz, Martin
- Date: 2019
- Subjects: Sustainable urban development -- South Africa -- Nelson Mandela Bay Municipality , Sustainable development -- South Africa -- Nelson Mandela Bay Municipality Urban renewal -- South Africa -- Nelson Mandela Bay Municipality City planning -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/37128 , vital:34120
- Description: Currently, environmental issues have firmly entrenched itself at the centre of the world stage with regard to all spheres of development activity. This has been exemplified by the number of global and national agendas and international conferences, which are being held concerning the environment. This began with the Rio de Janeiro Earth Summit in 1992, which evolved into the current relentless environmental campaigns across the world from developed to developing nations. This was followed by the World Summit on Sustainable Development (WSSD), which was held in Johannesburg, South Africa in 2002, which defined critical targets for sustainable development, including the Millennium Development Goals (MDGs). These campaigns have become critical in response to the alarming rate at which human activities are affecting the environment. Africa is experiencing one of the fastest rates of urbanisation in the world, with sub-Saharan Africa leading the way. In 2009, there were more than 395 million Africans living in urban areas, which equates to approximately 40% of the continent’s population. The African population number is estimated to triple to more than 1.2 billion people, with an expected 60% of all Africans to reside in urban areas by 2050. The United Nations Human Settlements’ Programme identified that this rapid growth presents two major challenges. First, providing African cities with the ability to better harness their productive potential and secondly, assisting African cities with the ability to better serve the increased demands for municipal services and decent housing. The unique situation that makes Africa different from other global urban migrations is the speed this urban migration process is following. 1994 marked a significant change for politics in South Africa. It provided the new administrative South African government the opportunity to position South Africa on a path towards becoming Africa’s first recognised sustainable country. In 1994, the South African government amended the constitutional objective to align local government with focusing on securing ecological sustainable development and making use of natural resources, while promoting justifiable economic and social development. In support of this constitutional objective, the National Environmental Management Act (NEMA) No. 107 of 1998, established cooperative governance principles, institutional mechanisms and sustainable development tools needed to promote environmental sustainability
- Full Text:
- Date Issued: 2019
Investigating factors that negatively influence lean implementation in the Eastern Cape automotive industry
- Authors: Camagu, Sibo
- Date: 2010
- Subjects: Lean manufacturing -- South Africa -- Eastern Cape , Production management -- South Africa -- Eastern Cape , Industrial efficiency , Automobile industry and trade
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8655 , http://hdl.handle.net/10948/1360 , Lean manufacturing -- South Africa -- Eastern Cape , Production management -- South Africa -- Eastern Cape , Industrial efficiency , Automobile industry and trade
- Description: In this intensely competitive environment of the global economy, the survival of even the most established manufacturers depends on their ability to continuously improve quality whilst reducing costs. The resulting productivity of producing more with less is the only key to market leadership and sustainable competitive advantage. Changing production methods from mass-production to Lean Manufacturing has become the essential practise for successful manufacturers (Rogers and Sim, 2009). The purpose of this study is to investigate what factors negate the adoption and implementation of Lean Manufacturing as a means to gain competitive advantage. The focus was on companies that have participated in the AIDC Tirisano cluster programme. The study investigated what effect Organisational Culture, Leadership Behaviours, Employee Involvement and Strategy Integration have on Lean Manufacturing adoption and implementation. This study applied the mixed methodologies of qualitative and quantitative approaches using methodological triangulation. A cross sectional analytical survey approach in a descriptive case study was undertaken. The findings from the questions and the interviews from the respondents who participated in the survey indicated that the practices in some companies enable the successful adoption and implementation of Lean Manufacturing whilst in some others the practices will negatively affect the adoption and implementation. The study concludes by stating that South African automotive component manufacturers are under immense pressure to improve quality and reduce costs. Initiatives like Lean Manufacturing should be undertaken in order to bring about these improvements. But this improvement comes about by changing the current way of doing things. Companies need to undertake a total approach when implementing Lean as part of the business strategy and this must be driven by management as leaders and a team culture that involves all employees needs to be present.
- Full Text:
- Date Issued: 2010
- Authors: Camagu, Sibo
- Date: 2010
- Subjects: Lean manufacturing -- South Africa -- Eastern Cape , Production management -- South Africa -- Eastern Cape , Industrial efficiency , Automobile industry and trade
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8655 , http://hdl.handle.net/10948/1360 , Lean manufacturing -- South Africa -- Eastern Cape , Production management -- South Africa -- Eastern Cape , Industrial efficiency , Automobile industry and trade
- Description: In this intensely competitive environment of the global economy, the survival of even the most established manufacturers depends on their ability to continuously improve quality whilst reducing costs. The resulting productivity of producing more with less is the only key to market leadership and sustainable competitive advantage. Changing production methods from mass-production to Lean Manufacturing has become the essential practise for successful manufacturers (Rogers and Sim, 2009). The purpose of this study is to investigate what factors negate the adoption and implementation of Lean Manufacturing as a means to gain competitive advantage. The focus was on companies that have participated in the AIDC Tirisano cluster programme. The study investigated what effect Organisational Culture, Leadership Behaviours, Employee Involvement and Strategy Integration have on Lean Manufacturing adoption and implementation. This study applied the mixed methodologies of qualitative and quantitative approaches using methodological triangulation. A cross sectional analytical survey approach in a descriptive case study was undertaken. The findings from the questions and the interviews from the respondents who participated in the survey indicated that the practices in some companies enable the successful adoption and implementation of Lean Manufacturing whilst in some others the practices will negatively affect the adoption and implementation. The study concludes by stating that South African automotive component manufacturers are under immense pressure to improve quality and reduce costs. Initiatives like Lean Manufacturing should be undertaken in order to bring about these improvements. But this improvement comes about by changing the current way of doing things. Companies need to undertake a total approach when implementing Lean as part of the business strategy and this must be driven by management as leaders and a team culture that involves all employees needs to be present.
- Full Text:
- Date Issued: 2010
Employee retention as a strategy for the sustainability of rehabilitation services within the Nelson Mandela Bay Health District
- Authors: Campbell, Teneille Dawn
- Date: 2020
- Subjects: Employee retention--South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/47530 , vital:40124
- Description: Health care facilities in the South African public sector have, over time, become notorious for poor service delivery, peppered with issues of poor governance, weak administration capabilities, and ailing working conditions. Often, the consequence hereof is a loss of good talent to both the private sector and health sectors abroad, all the while placing more strain on institutional service delivery capabilities. To achieve the United Nation’s Sustainable Development Goal (SDG) of Universal Health Coverage (UHC) by 2030, the strengthening of health systems is critical. The purpose of this study is therefore to offer supportable solutions to improve and maintain a sustainable rehabilitation service in the Nelson Mandela Metro through successful retention of staff. The aim of this study then is to investigate the influence that Human Resources (HR) processes, working conditions and leadership have had on retention of staff. A review of the available literature was conducted on possible factors that contribute to the problem and the solutions thereof. The study population included all staff that worked in rehabilitation service departments in the public health institutions in the Nelson Mandela Metro, namely; physiotherapy, occupational therapy, speech therapy and audiology. The sample constituted n=51 respondents. Data was collected via a questionnaire as the selected measurement tool. The data was analysed using the statistical data analysis software system, TIBCO Statistica (version 13), and selected methods for quantitative data. The results of the study showed that only HR processes were significantly and positively (r = 0.67, p < 0.05) related to retention. It means that satisfying the HR needs of this population is most likely to retain their employ and improve and maintain rehabilitation service delivery in the selected metro. Descriptive statistics of all the variables were also calculated and reported on. Lastly, the managerial implications of the study findings were reported on.
- Full Text:
- Date Issued: 2020
- Authors: Campbell, Teneille Dawn
- Date: 2020
- Subjects: Employee retention--South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/47530 , vital:40124
- Description: Health care facilities in the South African public sector have, over time, become notorious for poor service delivery, peppered with issues of poor governance, weak administration capabilities, and ailing working conditions. Often, the consequence hereof is a loss of good talent to both the private sector and health sectors abroad, all the while placing more strain on institutional service delivery capabilities. To achieve the United Nation’s Sustainable Development Goal (SDG) of Universal Health Coverage (UHC) by 2030, the strengthening of health systems is critical. The purpose of this study is therefore to offer supportable solutions to improve and maintain a sustainable rehabilitation service in the Nelson Mandela Metro through successful retention of staff. The aim of this study then is to investigate the influence that Human Resources (HR) processes, working conditions and leadership have had on retention of staff. A review of the available literature was conducted on possible factors that contribute to the problem and the solutions thereof. The study population included all staff that worked in rehabilitation service departments in the public health institutions in the Nelson Mandela Metro, namely; physiotherapy, occupational therapy, speech therapy and audiology. The sample constituted n=51 respondents. Data was collected via a questionnaire as the selected measurement tool. The data was analysed using the statistical data analysis software system, TIBCO Statistica (version 13), and selected methods for quantitative data. The results of the study showed that only HR processes were significantly and positively (r = 0.67, p < 0.05) related to retention. It means that satisfying the HR needs of this population is most likely to retain their employ and improve and maintain rehabilitation service delivery in the selected metro. Descriptive statistics of all the variables were also calculated and reported on. Lastly, the managerial implications of the study findings were reported on.
- Full Text:
- Date Issued: 2020
Perceived success of staff retention strategies in South African businesses
- Authors: Cannon, Leoline Advardo
- Date: 2020
- Subjects: Employee retention--South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/47527 , vital:40129
- Description: To remain competitive, organisations must continuously adapt to their global environment. Hill, Schilling and Jones (2018:81) identifies various key factors with human capital being a key contributor to attaining a competitive advantage. Against this background, the focus of this study was to investigate the organisational factors that impact on the success of employee retention strategies. The drivers in the model adopted for this study included: staff compensation, organisational culture, leadership, career development, staff empowerment and value-based staff recognition. The purpose of the study was to understand the perceived effectiveness of retention strategies in South African businesses. An overview of the literature was provided whereby the importance of retention as a source of competitive advantage was highlighted. The literature identified six strategies that would reduce turnover, and thus have a positive effect on the perceived success of staff retention. The six independent variables, namely organisational culture, staff empowerment, value-based staff recognition, staff compensation, leadership and career development formed the foundation of the theoretical framework.The research paradigm adopted for this research was positivistic and the methodology was quantitative research. The primary data was collected via a survey in a self-administered questionnaire format. Non-probability convenienceand snowball samplingwas used,and the questions were formulated from existing measuring instruments in the literature. A sample size of 237 respondents was surveyed.The statistical data analysis methods included frequency distribution, correlation and multiple linear regression to evaluate the relational aspects of the model to measure the determinants of the success of staff retention.The findings of the study revealed that five variables, namely strategies related to value-based staff recognition, staff compensation, organisational culture, leadership and career development, were significantly related to employee retention. A positive relationship between all the variables and retention was proved in this study.
- Full Text:
- Date Issued: 2020
- Authors: Cannon, Leoline Advardo
- Date: 2020
- Subjects: Employee retention--South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/47527 , vital:40129
- Description: To remain competitive, organisations must continuously adapt to their global environment. Hill, Schilling and Jones (2018:81) identifies various key factors with human capital being a key contributor to attaining a competitive advantage. Against this background, the focus of this study was to investigate the organisational factors that impact on the success of employee retention strategies. The drivers in the model adopted for this study included: staff compensation, organisational culture, leadership, career development, staff empowerment and value-based staff recognition. The purpose of the study was to understand the perceived effectiveness of retention strategies in South African businesses. An overview of the literature was provided whereby the importance of retention as a source of competitive advantage was highlighted. The literature identified six strategies that would reduce turnover, and thus have a positive effect on the perceived success of staff retention. The six independent variables, namely organisational culture, staff empowerment, value-based staff recognition, staff compensation, leadership and career development formed the foundation of the theoretical framework.The research paradigm adopted for this research was positivistic and the methodology was quantitative research. The primary data was collected via a survey in a self-administered questionnaire format. Non-probability convenienceand snowball samplingwas used,and the questions were formulated from existing measuring instruments in the literature. A sample size of 237 respondents was surveyed.The statistical data analysis methods included frequency distribution, correlation and multiple linear regression to evaluate the relational aspects of the model to measure the determinants of the success of staff retention.The findings of the study revealed that five variables, namely strategies related to value-based staff recognition, staff compensation, organisational culture, leadership and career development, were significantly related to employee retention. A positive relationship between all the variables and retention was proved in this study.
- Full Text:
- Date Issued: 2020
Member perspectives on the role of social capital in the success of the Heiveld Cooperative in the Northern Cape, South Africa
- Authors: Carlisle, Juliet Hazel
- Date: 2014
- Subjects: Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:825 , http://hdl.handle.net/10962/d1011734 , Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
- Description: The aim of this qualitative study is to explore the perspectives of current members of the cooperative regarding the role of social capital in the success of the Heiveld Cooperative on the Suid Bokkeveld in the Northern Cape, South Africa (SA). This cooperative has been cited by several researchers as being successful for various reasons, including the existence of a marketable resource, a steady increase in production, and certification through Fairtrade, resulting in an export market. Social capital, as a contributing factor to the success of the cooperative, has not however previously been investigated in depth. In light of the unique success of this cooperative, it is important to obtain an in-depth understanding of the role of social capital, if any, in its success, particularly in the formation and day-to-day operation of the cooperative. With a particular focus on the members’ perspectives of the cooperative, this qualitative research adopted a case study approach to explore and to gain multiple and subjective understanding of the role played by social capital in the success of the Heiveld Cooperative. This may assist the organisation under study, as well as similar initiatives, in strategically harnessing the benefits of social capital as a resource in future. This report has three interrelated sections. The first part is an academic paper, which includes a condensed literature review, research methods, results and discussions. The second part is an expanded literature review, while the third section details the research methods. It is vital to note that these sections are separate, but interrelated. Convenience sampling was used to identify current members of the cooperative who participated in this exploratory qualitative study. Four heterogeneous focus group discussions, with a total of 44 members of the Heiveld Cooperative in the Suid Bokkeveld, were conducted. The focus groups were heterogeneous, as they included ordinary members, founding members and committee members. A guideline with questions based on the theory of social capital was developed, and used to initiate or stimulate discussion among the members of the cooperative in order to address the key research question, namely: What was the role of social capital, if any, in the success of the Heiveld Cooperative in the Northern Cape as perceived by current cooperative members? The primary source of data was collected through focus group discussions, while secondary data was obtained from documents in a form of internal reports and papers written for the Heiveld Cooperative. Data was analysed using open coding and constant comparison techniques in order to induce emerging themes from the data. Findings of this study revealed that social capital played a major and influential role during the inception and also in the successful operation of the Heiveld Cooperative, by bonding and bridging not just between individual members, but also between communities, trading partners and other collaborators. Another key finding of this study is that social capital was also critical in enhancing supportive knowledge sharing, and the promotion of pride and shared identity, which the study identifies as aspects of cognitive social capital. Interestingly, the cognitive dimension of social capital in the Heiveld Cooperative has contributed to the weakening of social capital, as evident in claims related to lack of transparency and procedural injustice. Last, but not least, leveraging the sense of community has also been useful in promoting collective efficacy, strengthening familial togetherness, and enhanced democratisation of decision-making. Diminished trust, based on perceived oligarchy and nepotism is gradually weakening relational social capital. Findings in this study are illuminated using the social capital theory described by Nahapiet and Ghoshal (1998) to depict the social, cognitive and relational aspect of social capital that are at work at Heiveld Cooperative. Additionally, the social network theory by Hoppe and Reinelt (2010) is used to highlight the systemic view of social capital, which embraces the structural, relational and cognitive nature not only internal to but also between networks of the cooperative. Recommendations are provided to ensure social capital is harnessed, rather than undermined. These include the need to promote the processes of learning, monitoring and discussion that have been implemented; harnessing the benefits of bonding and bridging social capital; leveraging the sense of community and applying a more systemic view of social capital; and addressing perverse aspects of social capital such as nepotism and oligarchy that have been identified.
- Full Text:
- Date Issued: 2014
- Authors: Carlisle, Juliet Hazel
- Date: 2014
- Subjects: Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:825 , http://hdl.handle.net/10962/d1011734 , Heiveld Cooperative , Human capital -- South Africa , Social capital (Sociology) -- Economic aspects -- South Africa , Agriculture, Cooperative -- South Africa , Cooperative marketing of farm produce -- South Africa , Rooibos tea industry -- South Africa
- Description: The aim of this qualitative study is to explore the perspectives of current members of the cooperative regarding the role of social capital in the success of the Heiveld Cooperative on the Suid Bokkeveld in the Northern Cape, South Africa (SA). This cooperative has been cited by several researchers as being successful for various reasons, including the existence of a marketable resource, a steady increase in production, and certification through Fairtrade, resulting in an export market. Social capital, as a contributing factor to the success of the cooperative, has not however previously been investigated in depth. In light of the unique success of this cooperative, it is important to obtain an in-depth understanding of the role of social capital, if any, in its success, particularly in the formation and day-to-day operation of the cooperative. With a particular focus on the members’ perspectives of the cooperative, this qualitative research adopted a case study approach to explore and to gain multiple and subjective understanding of the role played by social capital in the success of the Heiveld Cooperative. This may assist the organisation under study, as well as similar initiatives, in strategically harnessing the benefits of social capital as a resource in future. This report has three interrelated sections. The first part is an academic paper, which includes a condensed literature review, research methods, results and discussions. The second part is an expanded literature review, while the third section details the research methods. It is vital to note that these sections are separate, but interrelated. Convenience sampling was used to identify current members of the cooperative who participated in this exploratory qualitative study. Four heterogeneous focus group discussions, with a total of 44 members of the Heiveld Cooperative in the Suid Bokkeveld, were conducted. The focus groups were heterogeneous, as they included ordinary members, founding members and committee members. A guideline with questions based on the theory of social capital was developed, and used to initiate or stimulate discussion among the members of the cooperative in order to address the key research question, namely: What was the role of social capital, if any, in the success of the Heiveld Cooperative in the Northern Cape as perceived by current cooperative members? The primary source of data was collected through focus group discussions, while secondary data was obtained from documents in a form of internal reports and papers written for the Heiveld Cooperative. Data was analysed using open coding and constant comparison techniques in order to induce emerging themes from the data. Findings of this study revealed that social capital played a major and influential role during the inception and also in the successful operation of the Heiveld Cooperative, by bonding and bridging not just between individual members, but also between communities, trading partners and other collaborators. Another key finding of this study is that social capital was also critical in enhancing supportive knowledge sharing, and the promotion of pride and shared identity, which the study identifies as aspects of cognitive social capital. Interestingly, the cognitive dimension of social capital in the Heiveld Cooperative has contributed to the weakening of social capital, as evident in claims related to lack of transparency and procedural injustice. Last, but not least, leveraging the sense of community has also been useful in promoting collective efficacy, strengthening familial togetherness, and enhanced democratisation of decision-making. Diminished trust, based on perceived oligarchy and nepotism is gradually weakening relational social capital. Findings in this study are illuminated using the social capital theory described by Nahapiet and Ghoshal (1998) to depict the social, cognitive and relational aspect of social capital that are at work at Heiveld Cooperative. Additionally, the social network theory by Hoppe and Reinelt (2010) is used to highlight the systemic view of social capital, which embraces the structural, relational and cognitive nature not only internal to but also between networks of the cooperative. Recommendations are provided to ensure social capital is harnessed, rather than undermined. These include the need to promote the processes of learning, monitoring and discussion that have been implemented; harnessing the benefits of bonding and bridging social capital; leveraging the sense of community and applying a more systemic view of social capital; and addressing perverse aspects of social capital such as nepotism and oligarchy that have been identified.
- Full Text:
- Date Issued: 2014
An exploratory study of the factors that influence the retention of managers in small to medium business enterprises
- Authors: Carr, Nathan Lars Armitage
- Date: 2013
- Subjects: Employee retention -- South Africa -- Eastern Cape Small business -- South Africa -- Eastern Cape Executives -- South Africa -- Eastern Cape Human capital -- Management Personnel management -- South Africa -- Eastern Cape Organizational effectiveness -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:813 , http://hdl.handle.net/10962/d1007740
- Description: Integrative Summary: Small to Medium Business Enterprises (SME's) are widely recognised as the driver of economic growth. SME's are responsible for employing large sections of the working population and, in doing so, facilitate the development of skills for many thousands of workers. Whilst SME's may differ (according to various definition criteria such as size or turnover) from other types of organisation, they share one common denominator across all organisations: their overall effectiveness depends largely on the individual and collective people that make up the organisation -their employees. In this context the central question relevant to the research is "how do SME's retain their valued employee managers?" A quantitative research method was applied in the research. Data was collected by way of a structured self-administered survey questionnaire designed from a post positivist paradigm. The survey was constricted by way of modifying and adapting previous surveys designed to investigate factors that influence staff retention, to be relevant to managers employed by SME's. The sample consisted of 35 managers employed by SME's in and around East London in the Eastern Cape, South Africa. The results of the research give rise to a number of clear indicators on the key retention factors of employee managers. Based on the research results SME's that want to have the best chance of retaining their employee managers need strong and effective leadership within the organisation, must address soft organisational factors that are conducive to an open and trusted working environment and the roles of managers must have inherent job factors that allow a sense of freedom to plan and execute tasks autonomously. Economic factors such as pay and financial benefits were identified through the research as being the least important factor when it came to manager retention. These conclusions provide SME owners and senior managers with insight into the factors that are most likely to influence their ability to retain employee managers.
- Full Text:
- Date Issued: 2013
- Authors: Carr, Nathan Lars Armitage
- Date: 2013
- Subjects: Employee retention -- South Africa -- Eastern Cape Small business -- South Africa -- Eastern Cape Executives -- South Africa -- Eastern Cape Human capital -- Management Personnel management -- South Africa -- Eastern Cape Organizational effectiveness -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:813 , http://hdl.handle.net/10962/d1007740
- Description: Integrative Summary: Small to Medium Business Enterprises (SME's) are widely recognised as the driver of economic growth. SME's are responsible for employing large sections of the working population and, in doing so, facilitate the development of skills for many thousands of workers. Whilst SME's may differ (according to various definition criteria such as size or turnover) from other types of organisation, they share one common denominator across all organisations: their overall effectiveness depends largely on the individual and collective people that make up the organisation -their employees. In this context the central question relevant to the research is "how do SME's retain their valued employee managers?" A quantitative research method was applied in the research. Data was collected by way of a structured self-administered survey questionnaire designed from a post positivist paradigm. The survey was constricted by way of modifying and adapting previous surveys designed to investigate factors that influence staff retention, to be relevant to managers employed by SME's. The sample consisted of 35 managers employed by SME's in and around East London in the Eastern Cape, South Africa. The results of the research give rise to a number of clear indicators on the key retention factors of employee managers. Based on the research results SME's that want to have the best chance of retaining their employee managers need strong and effective leadership within the organisation, must address soft organisational factors that are conducive to an open and trusted working environment and the roles of managers must have inherent job factors that allow a sense of freedom to plan and execute tasks autonomously. Economic factors such as pay and financial benefits were identified through the research as being the least important factor when it came to manager retention. These conclusions provide SME owners and senior managers with insight into the factors that are most likely to influence their ability to retain employee managers.
- Full Text:
- Date Issued: 2013
A lean view on an Eastern Cape logistics service provider
- Authors: Catterall, Kent James
- Date: 2008
- Subjects: Production management -- Eastern Cape -- South Africa , Manufacturing processes -- Eastern Cape -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8713 , http://hdl.handle.net/10948/931 , Production management -- Eastern Cape -- South Africa , Manufacturing processes -- Eastern Cape -- South Africa
- Description: Global competition is forcing all organisations, both manufacturing and service or ientated, to review their facil ities and processes from a productivity and quality standpoint. The concept of lean manufacturing has evolved from mass production methodologies developed by Henry Ford. Lean methodology, as developed by the Toyota Motor Company of Japan, yields consistent product quality at a lower cost , while delivering greater variety to the customer. The purpose of this research was to identify lean methodology application to the service industr y and to evaluate its application to UTi South Africa (PTY) LTD. The research presented an empirical study of how a lean tool can be a ppl ied at UTi South Africa (PTY) LTD service operations and possible lean models for UTi Port Elizabeth. The research study found that lean methodology can be applied to the freight forwarding industry and that opportunities exist for lean to improve productivity.
- Full Text:
- Date Issued: 2008
- Authors: Catterall, Kent James
- Date: 2008
- Subjects: Production management -- Eastern Cape -- South Africa , Manufacturing processes -- Eastern Cape -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8713 , http://hdl.handle.net/10948/931 , Production management -- Eastern Cape -- South Africa , Manufacturing processes -- Eastern Cape -- South Africa
- Description: Global competition is forcing all organisations, both manufacturing and service or ientated, to review their facil ities and processes from a productivity and quality standpoint. The concept of lean manufacturing has evolved from mass production methodologies developed by Henry Ford. Lean methodology, as developed by the Toyota Motor Company of Japan, yields consistent product quality at a lower cost , while delivering greater variety to the customer. The purpose of this research was to identify lean methodology application to the service industr y and to evaluate its application to UTi South Africa (PTY) LTD. The research presented an empirical study of how a lean tool can be a ppl ied at UTi South Africa (PTY) LTD service operations and possible lean models for UTi Port Elizabeth. The research study found that lean methodology can be applied to the freight forwarding industry and that opportunities exist for lean to improve productivity.
- Full Text:
- Date Issued: 2008
An evaluation of the quality of customer service provided to large power users by Eskom in the Eastern Cape
- Authors: Caza, Akhona Nobusi
- Date: 2014
- Subjects: Eskom (Firm) -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Quality control , SERVQUAL (Service quality framework) , Gap analysis (Planning)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:862 , http://hdl.handle.net/10962/d1020610
- Description: The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommendations. Section two consists of a review of the key concepts identified for this study as follows: (a) defining customer service quality by looking at the concepts of the customer, service, quality and the dimensions of quality, (b) the importance of service quality, (c) the components of service quality in Eskom, (d) models of service quality, and (e) the SERVQUAL model used in this study. Section three consists of the detail of the research methodology used to conduct this study. The Gap Model of Service Quality (Parasuraman et al., 1985:44) is evaluated in order to understand the gaps between expected and perceived service. The provider gap (Zeithaml et al., 2006: 34) is also reviewed in order to identify the gaps that occur within the organisation. An extensive review of customer service quality models is undertaken before a discussion of the SERVQUAL model, which was used in this evaluation study, is provided. The researcher adopted the critical realism research paradigm and quantitative data was collected from a sample of 120 Eskom customers within the LPU customer segment in the Eastern Cape. These customers were randomly selected from the Eskom Customer Care and Billing database and comprised customers from Port Elizabeth, Aliwal North, Mthatha and East London Areas within the Eastern Cape. The data was collected online through a questionnaire which was based on SERVQUAL and modified for electricity services. The quantitative data obtained from the study is presented in the form of tables and graphs created from the data obtained from the 45 customers who responded to the questionnaire. The gaps between LPU customer perceptions and expectations were calculated for the five SERVQUAL dimensions. The research identifies the existing gaps in the service delivered by Eskom; this is based on the perceptions and expectations of the LPU customers in the Eastern Cape, who participated in the study. The results reveal that gaps exist between LPU customer perceptions and their expectations of the service provided by Eskom in the Eastern Cape. The key findings reveal that the largest gaps are within the reliability and empathy dimensions and the smallest gap is in the tangibles dimension. The recommendations were made on the basis of the gaps which were identified and these focus on the training of the front line staff responsible for servicing customers. It is recommended that this training should include an overview of the organisation’s policies and procedures to enable employees to respond adequately to customer queries. Recommendation is also made on training staff to interact with customers effectively in order to resolve customer queries satisfactorily. Finally, it is recommended that regular assessments of the existing customer service quality levels are conducted in order for the organisation to remain aware of the current customer perceptions and expectations
- Full Text:
- Date Issued: 2014
- Authors: Caza, Akhona Nobusi
- Date: 2014
- Subjects: Eskom (Firm) -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Evaluation , Customer services -- South Africa -- Eastern Cape -- Quality control , SERVQUAL (Service quality framework) , Gap analysis (Planning)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:862 , http://hdl.handle.net/10962/d1020610
- Description: The aim of this research is to evaluate the level of service quality provided by Eskom to its Large Power User (LPU) customer segment in the Eastern Cape. The research uses the SERVQUAL model in order to assess the customers’ expectations and perceptions of the service provided by Eskom. This evaluation report comprises three sections. Section one consists of (a) a review of service quality literature that exists and is applied to Eskom where relevant, (b) a summary of the method used to conduct the research, (c) the research findings, and (d) a discussion of the research findings and recommendations. Section two consists of a review of the key concepts identified for this study as follows: (a) defining customer service quality by looking at the concepts of the customer, service, quality and the dimensions of quality, (b) the importance of service quality, (c) the components of service quality in Eskom, (d) models of service quality, and (e) the SERVQUAL model used in this study. Section three consists of the detail of the research methodology used to conduct this study. The Gap Model of Service Quality (Parasuraman et al., 1985:44) is evaluated in order to understand the gaps between expected and perceived service. The provider gap (Zeithaml et al., 2006: 34) is also reviewed in order to identify the gaps that occur within the organisation. An extensive review of customer service quality models is undertaken before a discussion of the SERVQUAL model, which was used in this evaluation study, is provided. The researcher adopted the critical realism research paradigm and quantitative data was collected from a sample of 120 Eskom customers within the LPU customer segment in the Eastern Cape. These customers were randomly selected from the Eskom Customer Care and Billing database and comprised customers from Port Elizabeth, Aliwal North, Mthatha and East London Areas within the Eastern Cape. The data was collected online through a questionnaire which was based on SERVQUAL and modified for electricity services. The quantitative data obtained from the study is presented in the form of tables and graphs created from the data obtained from the 45 customers who responded to the questionnaire. The gaps between LPU customer perceptions and expectations were calculated for the five SERVQUAL dimensions. The research identifies the existing gaps in the service delivered by Eskom; this is based on the perceptions and expectations of the LPU customers in the Eastern Cape, who participated in the study. The results reveal that gaps exist between LPU customer perceptions and their expectations of the service provided by Eskom in the Eastern Cape. The key findings reveal that the largest gaps are within the reliability and empathy dimensions and the smallest gap is in the tangibles dimension. The recommendations were made on the basis of the gaps which were identified and these focus on the training of the front line staff responsible for servicing customers. It is recommended that this training should include an overview of the organisation’s policies and procedures to enable employees to respond adequately to customer queries. Recommendation is also made on training staff to interact with customers effectively in order to resolve customer queries satisfactorily. Finally, it is recommended that regular assessments of the existing customer service quality levels are conducted in order for the organisation to remain aware of the current customer perceptions and expectations
- Full Text:
- Date Issued: 2014
Evaluation of the role of ethical leadership development on organisational performance: the case of Econet Wireless Zimbabwe
- Authors: Chakonza, Hawkins
- Date: 2020
- Subjects: Econet Wireless Zimbabwe , Leadership , Leadership -- Case studies , Business ethics
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/146723 , vital:38551
- Description: The study evaluated the role of ethical leadership development on the performance of the organisation. Econet Wireless Zimbabwe was employed as a case study. The objectives of the study were to: understand the role of ethical leadership development at Econet Wireless Zimbabwe on the day to day running of the business, understand the nature of the ethical leadership development at Econet Wireless, examine the factors influencing ethical leadership development at Econet Wireless, ascertain the role of ethical leadership development in enhancing organisational perfomance and efficiency and to investigate leaders’ perceptions on ethical leadership development on the organisation’s effectiveness. Social learning and social exchange theory informed the study. The research employed a qualitatve approache to improve the validity,reliability and credibility of the research findings. key informnat intervews and focus group of discussion and in-depth interviews were used as data collection instruments. The study found that ethical leadership development programmes improve the perfomance of orgnisations. That is, ethical leadeship development enbaled Econet Wireless Zimbabwe to achive disticinive competence, increase profit, have a large number of subscribers and also expanded among others. Furthermore, the study shows that an ethical leadership development approach brings significant value to the organisation and, suggests that ethical leaders are more influential in organizations than currently understood. The study found that leaders could influence ethics related outcomes in the organisation by engaging in behaviours that makes them perceived as credible, attractive and legitimate by their followers.
- Full Text:
- Date Issued: 2020
- Authors: Chakonza, Hawkins
- Date: 2020
- Subjects: Econet Wireless Zimbabwe , Leadership , Leadership -- Case studies , Business ethics
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/146723 , vital:38551
- Description: The study evaluated the role of ethical leadership development on the performance of the organisation. Econet Wireless Zimbabwe was employed as a case study. The objectives of the study were to: understand the role of ethical leadership development at Econet Wireless Zimbabwe on the day to day running of the business, understand the nature of the ethical leadership development at Econet Wireless, examine the factors influencing ethical leadership development at Econet Wireless, ascertain the role of ethical leadership development in enhancing organisational perfomance and efficiency and to investigate leaders’ perceptions on ethical leadership development on the organisation’s effectiveness. Social learning and social exchange theory informed the study. The research employed a qualitatve approache to improve the validity,reliability and credibility of the research findings. key informnat intervews and focus group of discussion and in-depth interviews were used as data collection instruments. The study found that ethical leadership development programmes improve the perfomance of orgnisations. That is, ethical leadeship development enbaled Econet Wireless Zimbabwe to achive disticinive competence, increase profit, have a large number of subscribers and also expanded among others. Furthermore, the study shows that an ethical leadership development approach brings significant value to the organisation and, suggests that ethical leaders are more influential in organizations than currently understood. The study found that leaders could influence ethics related outcomes in the organisation by engaging in behaviours that makes them perceived as credible, attractive and legitimate by their followers.
- Full Text:
- Date Issued: 2020