The influence of a performance management programme on the achievement of organisational and individual goals : a case study
- Authors: Van Huyssteen, Hannes
- Date: 2001
- Subjects: Performance -- Management , Goal setting in personnel management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10915 , http://hdl.handle.net/10948/63 , Performance -- Management , Goal setting in personnel management
- Description: Many organisations are continuously searching for methods which can be used to improve performance. One such method is by means of implementing a performance management programme. This research study addresses the influence that a performance management programme has on the achievement of organisational and individual performance. To achieve this objective a comprehensive literature study was performed to determine the views on performance, and on performance management programmes. The study also included an investigation into the extent to which a performance management programme should be aligned with organisational and individual goals. Questionnaires, developed from the literature study, were distributed amongst randomly selected respondents, in order to determine the extent to which a specific organisation manages performance, in line with the guidelines provided by the literature study. The information obtained from the questionnaires were compared with the guidelines provided by the literature study in order to identify shortcomings in the influence that the performance management programme has on the achievement of organisational and individual goals at the selected organisation. The final step of this study entailed the formulation of recommendations. Three of these recommendations are regarded as critical to ensure the successful improvement of performance by means of a performance management programme: Firstly, it is of utmost importance that training and development, and the necessary resources to achieve objectives is provided. Secondly, feedback forms an integral part of a performance management programme. Those who provide feedback, need to acquire the necessary skills, so as to ensure that both positive and negative feedback is given to employees, which could ultimately enhance performance. Thirdly, the success of a performance management programme resides with both management and employees. Management need to be committed to the programme, and the well-being of their employees. Management also needs to be able to eliminate problems that negatively influence performance. On the other hand, employees need to realise that a performance management programme is not only linked to pay, but also the development of each individual, and the improvement of performance.
- Full Text:
- Date Issued: 2001
- Authors: Van Huyssteen, Hannes
- Date: 2001
- Subjects: Performance -- Management , Goal setting in personnel management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10915 , http://hdl.handle.net/10948/63 , Performance -- Management , Goal setting in personnel management
- Description: Many organisations are continuously searching for methods which can be used to improve performance. One such method is by means of implementing a performance management programme. This research study addresses the influence that a performance management programme has on the achievement of organisational and individual performance. To achieve this objective a comprehensive literature study was performed to determine the views on performance, and on performance management programmes. The study also included an investigation into the extent to which a performance management programme should be aligned with organisational and individual goals. Questionnaires, developed from the literature study, were distributed amongst randomly selected respondents, in order to determine the extent to which a specific organisation manages performance, in line with the guidelines provided by the literature study. The information obtained from the questionnaires were compared with the guidelines provided by the literature study in order to identify shortcomings in the influence that the performance management programme has on the achievement of organisational and individual goals at the selected organisation. The final step of this study entailed the formulation of recommendations. Three of these recommendations are regarded as critical to ensure the successful improvement of performance by means of a performance management programme: Firstly, it is of utmost importance that training and development, and the necessary resources to achieve objectives is provided. Secondly, feedback forms an integral part of a performance management programme. Those who provide feedback, need to acquire the necessary skills, so as to ensure that both positive and negative feedback is given to employees, which could ultimately enhance performance. Thirdly, the success of a performance management programme resides with both management and employees. Management need to be committed to the programme, and the well-being of their employees. Management also needs to be able to eliminate problems that negatively influence performance. On the other hand, employees need to realise that a performance management programme is not only linked to pay, but also the development of each individual, and the improvement of performance.
- Full Text:
- Date Issued: 2001
An exploratory study on the facilitators of employee engagement in private healthcare
- Authors: Van Jaarsveld, Ryno
- Date: 2013
- Subjects: Employee training personnel , Personnel management , Health services administration
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9416 , http://hdl.handle.net/10948/d1020874
- Description: The modern workplace continues to transform at a radical and accelerated pace and successful and competitive organisations are able to turn their strategies into action faster, manage their processes more efficiently and maximise their employees’ contribution and commitment (Brewster, Carey, Grobler, Hollard and Wärnick, 2010:5). In addition, Vestal (2009:6) adds that one of the biggest challenges that managers face at the moment, is to find ways to engage employees in the organisation and build a sense of belonging that, hopefully, will support retention and long term commitment. This research study aimed to explore and describe the nature and extent of employee engagement among nursing employees working in private healthcare. This exploration also encompassed five facilitators which are considered to be crucial in the promotion of an engaged workforce. The identified facilitators include: leadership behaviour, working environment, communication, training and development and rewards and recognition. This was attained by using a quantitative, exploratory, descriptive and contextual research approach. A structured questionnaire was used to collect data from nursing employees working in one of the private hospitals in the Nelson Mandela Metropole. From the data, the overall degree of employee engagement was established as well as the significance of the five identified facilitators in employee engagement. Based on the analysed data, guidelines for the advancement of employee engagement are proposed that can assist management in the development of employee engagement practices and strategy formulation.
- Full Text:
- Date Issued: 2013
- Authors: Van Jaarsveld, Ryno
- Date: 2013
- Subjects: Employee training personnel , Personnel management , Health services administration
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9416 , http://hdl.handle.net/10948/d1020874
- Description: The modern workplace continues to transform at a radical and accelerated pace and successful and competitive organisations are able to turn their strategies into action faster, manage their processes more efficiently and maximise their employees’ contribution and commitment (Brewster, Carey, Grobler, Hollard and Wärnick, 2010:5). In addition, Vestal (2009:6) adds that one of the biggest challenges that managers face at the moment, is to find ways to engage employees in the organisation and build a sense of belonging that, hopefully, will support retention and long term commitment. This research study aimed to explore and describe the nature and extent of employee engagement among nursing employees working in private healthcare. This exploration also encompassed five facilitators which are considered to be crucial in the promotion of an engaged workforce. The identified facilitators include: leadership behaviour, working environment, communication, training and development and rewards and recognition. This was attained by using a quantitative, exploratory, descriptive and contextual research approach. A structured questionnaire was used to collect data from nursing employees working in one of the private hospitals in the Nelson Mandela Metropole. From the data, the overall degree of employee engagement was established as well as the significance of the five identified facilitators in employee engagement. Based on the analysed data, guidelines for the advancement of employee engagement are proposed that can assist management in the development of employee engagement practices and strategy formulation.
- Full Text:
- Date Issued: 2013
A sustainability assessment of the Inxuba Yethemba local municipality
- Authors: Van Lingen, Matthew
- Date: 2017
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/7056 , vital:21213
- Description: The aim of this research was to assess the sustainability of the Inxuba Yethemba local municipality with the goal that policy-makers would use the assessment recommendations to improve their decision-making. The United Nations Indicators for Sustainable Development framework (3rd Edition) was chosen to carry out the assessment because of its indicator selection and methodology for distinguishing which indicators were relevant or irrelevant for the assessment (United Nations, 2007). If an indicator showed that the situation was improving, it was assumed to help with the overall sustainability of the area (Hedayati-Moghadam, Eskandar Seidayi and Nouri, 2014; and United Nations, 2007). The indicators for environmental sustainability showed that the area is on an environmentally sustainable path (Du Toit, 2017; United Nations, 2007). While the indicators for social sustainability showed that the living standards of the population (measured by poverty, housing, and access to electricity amongst others) had increased which is a good indication for social sustainability. The indicators for education and labour productivity showed the opposite (CHDM a, 2012; CHDM a, 2014; United Nations, 2007). The indicators for the economy showed that the economy was not growing which is not a good indication for economic sustainability (CHDM a, 2012; CHDM a, 2014; United Nations, 2007). The recommendation to policy-makers is that developing labour productivity through education and skills training is the most important area to improve, and compiling regular sustainability assessments will improve their decision making. Another recommendation is that, because 65% of the households rely on the social grant (CHDM b, 2014) this cannot be withdrawn in the short term. Furthermore, if inflation were to develop into hyperinflation, the value of the social grants would deteriorate (Market Insight South Africa, 2016). A recommendation to policy makers is that more data collection is needed in order to do proper sustainability assessments. Overall, the municipality cannot be classified as sustainable mainly on account of the poor education system, high levels of unemployed and unskilled labour, and the social, and economic dependence that the municipality has on government spending.
- Full Text:
- Date Issued: 2017
- Authors: Van Lingen, Matthew
- Date: 2017
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/7056 , vital:21213
- Description: The aim of this research was to assess the sustainability of the Inxuba Yethemba local municipality with the goal that policy-makers would use the assessment recommendations to improve their decision-making. The United Nations Indicators for Sustainable Development framework (3rd Edition) was chosen to carry out the assessment because of its indicator selection and methodology for distinguishing which indicators were relevant or irrelevant for the assessment (United Nations, 2007). If an indicator showed that the situation was improving, it was assumed to help with the overall sustainability of the area (Hedayati-Moghadam, Eskandar Seidayi and Nouri, 2014; and United Nations, 2007). The indicators for environmental sustainability showed that the area is on an environmentally sustainable path (Du Toit, 2017; United Nations, 2007). While the indicators for social sustainability showed that the living standards of the population (measured by poverty, housing, and access to electricity amongst others) had increased which is a good indication for social sustainability. The indicators for education and labour productivity showed the opposite (CHDM a, 2012; CHDM a, 2014; United Nations, 2007). The indicators for the economy showed that the economy was not growing which is not a good indication for economic sustainability (CHDM a, 2012; CHDM a, 2014; United Nations, 2007). The recommendation to policy-makers is that developing labour productivity through education and skills training is the most important area to improve, and compiling regular sustainability assessments will improve their decision making. Another recommendation is that, because 65% of the households rely on the social grant (CHDM b, 2014) this cannot be withdrawn in the short term. Furthermore, if inflation were to develop into hyperinflation, the value of the social grants would deteriorate (Market Insight South Africa, 2016). A recommendation to policy makers is that more data collection is needed in order to do proper sustainability assessments. Overall, the municipality cannot be classified as sustainable mainly on account of the poor education system, high levels of unemployed and unskilled labour, and the social, and economic dependence that the municipality has on government spending.
- Full Text:
- Date Issued: 2017
The effect of macroeconomic factors on the sustainable production of fresh produce in South Africa
- Authors: Van Niekerk, Johan Marius
- Date: 2020
- Subjects: Agriculture -- Economic aspects -- South Africa , Sustainable development
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/50720 , vital:42392
- Description: Primary producers of fresh produce and other agricultural commodities at large, also known as farmers in South Africa are diminishing at a worrying rate (58,000) commercial farmers in 1998 to under 35,000 in 2018). The sustainability of the agriculture sector in South Africa is at risk (Aye, Gupta & Wanke, 2018). Sustainable agriculture has the potential to address some of the fundamental challenges facing agricultural practices in South Africa. The agriculture sector play an important role as driver for economic growth in the economy. Improving agricultural sustainability is fundamental to food security and poverty reduction (Vink,2014). The primary objective of this study is to empirically examine the effects of macro factors on the sustainability of fresh produce in South Africa. These factors are political certainty, economic certainty, environmental certainty and the production of fresh produce. The importance of these factors to farmers is well documented. An online research survey, with 247 respondents was conducted. Data analyses were conducted through descriptive and inferential statistics. The study concludes with managerial recommendations that can be implemented to increase certainty among the independent variables and so improve sustainability. Some recommendations include: improved communication between the industry and government, improved collaboration and the implementation of well aligned strategies in order to manage risks associated with macro factors. Findings of the study suggest that the independent and dependent factors influence each other. The practical contribution of the study is the detailed insight that is provided by the study which reveals that sustainability can be linked to the productivity of farmers and implies that although fresh produce farmers are uncertain and concerned about the macro factors outside their control, they are very positive about their production and long-term sustainability and do not intend to quit the industry. The study indicated the importance of sustainability of fresh produce in South Africa.
- Full Text:
- Date Issued: 2020
- Authors: Van Niekerk, Johan Marius
- Date: 2020
- Subjects: Agriculture -- Economic aspects -- South Africa , Sustainable development
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/50720 , vital:42392
- Description: Primary producers of fresh produce and other agricultural commodities at large, also known as farmers in South Africa are diminishing at a worrying rate (58,000) commercial farmers in 1998 to under 35,000 in 2018). The sustainability of the agriculture sector in South Africa is at risk (Aye, Gupta & Wanke, 2018). Sustainable agriculture has the potential to address some of the fundamental challenges facing agricultural practices in South Africa. The agriculture sector play an important role as driver for economic growth in the economy. Improving agricultural sustainability is fundamental to food security and poverty reduction (Vink,2014). The primary objective of this study is to empirically examine the effects of macro factors on the sustainability of fresh produce in South Africa. These factors are political certainty, economic certainty, environmental certainty and the production of fresh produce. The importance of these factors to farmers is well documented. An online research survey, with 247 respondents was conducted. Data analyses were conducted through descriptive and inferential statistics. The study concludes with managerial recommendations that can be implemented to increase certainty among the independent variables and so improve sustainability. Some recommendations include: improved communication between the industry and government, improved collaboration and the implementation of well aligned strategies in order to manage risks associated with macro factors. Findings of the study suggest that the independent and dependent factors influence each other. The practical contribution of the study is the detailed insight that is provided by the study which reveals that sustainability can be linked to the productivity of farmers and implies that although fresh produce farmers are uncertain and concerned about the macro factors outside their control, they are very positive about their production and long-term sustainability and do not intend to quit the industry. The study indicated the importance of sustainability of fresh produce in South Africa.
- Full Text:
- Date Issued: 2020
Elements in global hospitality expansion
- Authors: Van Oudtshoorn, Clive Niel
- Date: 2012
- Subjects: Hospitality industry , International business enterprises , Strategic planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8838 , http://hdl.handle.net/10948/d1019970
- Description: This study reflects an investigation into four elements that could affect global expansion strategies within the hotel industry. In both emerging and developed economies, the increased growth within the services sector has become more apparent. There is considerable knowledge and literature available on the process of internationalisation, globalisation and expansion within the services sector and as this information is important to understand the internationalisation process itself, the decision to expand (cross border) presents a number of opportunities and challenges to the hotel industry. Hotels are comprised of a number of divisions and departments, which collectively offer unique services and facilities to various markets. Within this context, careful consideration is required with respect to an organisation‟s overall strategic objectives, the internal structure and how government and cultural influences and differences affect global expansion. Organisational matters such as strategic objectives as well as operational functions such as financial, marketing and sales, human resources and organisational design must also be considered as hotels require synergy within each of these various components in order to function optimally. When international or globalisation opportunities present themselves or are proactively sought, organisations need to ensure that various factors are clearly understood, analysed and identified. These include the most appropriate strategy required, the organisations own internal capacity levels, governmental influences and cultural dynamics. An in-depth literature review regarding the internationalisation process was conducted where-after a review was compiled and interviews set up with directors of hotel groups who are responsible for global expansion within their respective organisations. The sample included three local South African and two international hotel groups who either were contemplating or who had already expanded internationally. It is evident that hotel companies have a preference to non-equity based expansion either through management contracts or joint ventures. In addition, expansion into emerging markets required a different approach to that of developed markets and a unique understanding of the government and cultural influences of the host country was required.
- Full Text:
- Date Issued: 2012
- Authors: Van Oudtshoorn, Clive Niel
- Date: 2012
- Subjects: Hospitality industry , International business enterprises , Strategic planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8838 , http://hdl.handle.net/10948/d1019970
- Description: This study reflects an investigation into four elements that could affect global expansion strategies within the hotel industry. In both emerging and developed economies, the increased growth within the services sector has become more apparent. There is considerable knowledge and literature available on the process of internationalisation, globalisation and expansion within the services sector and as this information is important to understand the internationalisation process itself, the decision to expand (cross border) presents a number of opportunities and challenges to the hotel industry. Hotels are comprised of a number of divisions and departments, which collectively offer unique services and facilities to various markets. Within this context, careful consideration is required with respect to an organisation‟s overall strategic objectives, the internal structure and how government and cultural influences and differences affect global expansion. Organisational matters such as strategic objectives as well as operational functions such as financial, marketing and sales, human resources and organisational design must also be considered as hotels require synergy within each of these various components in order to function optimally. When international or globalisation opportunities present themselves or are proactively sought, organisations need to ensure that various factors are clearly understood, analysed and identified. These include the most appropriate strategy required, the organisations own internal capacity levels, governmental influences and cultural dynamics. An in-depth literature review regarding the internationalisation process was conducted where-after a review was compiled and interviews set up with directors of hotel groups who are responsible for global expansion within their respective organisations. The sample included three local South African and two international hotel groups who either were contemplating or who had already expanded internationally. It is evident that hotel companies have a preference to non-equity based expansion either through management contracts or joint ventures. In addition, expansion into emerging markets required a different approach to that of developed markets and a unique understanding of the government and cultural influences of the host country was required.
- Full Text:
- Date Issued: 2012
The impact of cost saving on service quailty
- Authors: Van Rayner, Fiona Mary
- Date: 2006
- Subjects: Service industries -- South Africa -- Cost control , Service industries -- South Africa -- Quality control , Employee morale , Job satisfaction
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8751 , http://hdl.handle.net/10948/631 , Service industries -- South Africa -- Cost control , Service industries -- South Africa -- Quality control , Employee morale , Job satisfaction
- Description: The aim of all companies is continuously to improve their products and/or services. Managers need to understand what service quality entails and what measures to take to ensure that quality is upheld and employees are satisfied. Cost-saving initiatives often require certain changes to take place within the organisation. In the event of such changes, the psychological contract is often violated, which may have a positive or negative effect on the affected individuals. Management expects to get more work done with fewer employees, who in turn are expected to keep up the service quality. The current shortage of medical technologists in the country has made it impossible for them to cope with the heavy workload. As a result, many leave the profession and venture into something completely different. Those that are left become completely demotivated; they experience less job satisfaction and show less commitment to their work. However, some may even embrace the changes because to them it may mean bigger and better challenges. The aim of this study is to identify which approaches management took to ensure cost saving and how these approaches impacted on the behaviour of employees. A literature review was conducted to determine what the theory reveals about cost saving and its impact on employee behaviour. This was followed by an empirical survey conducted within the National Health Laboratory Services in the Ibhayi region. Finally, the practical findings and literary theory were compared to make recommendations to management on how to ensure positive employee behaviour and boost employee morale.
- Full Text:
- Date Issued: 2006
- Authors: Van Rayner, Fiona Mary
- Date: 2006
- Subjects: Service industries -- South Africa -- Cost control , Service industries -- South Africa -- Quality control , Employee morale , Job satisfaction
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8751 , http://hdl.handle.net/10948/631 , Service industries -- South Africa -- Cost control , Service industries -- South Africa -- Quality control , Employee morale , Job satisfaction
- Description: The aim of all companies is continuously to improve their products and/or services. Managers need to understand what service quality entails and what measures to take to ensure that quality is upheld and employees are satisfied. Cost-saving initiatives often require certain changes to take place within the organisation. In the event of such changes, the psychological contract is often violated, which may have a positive or negative effect on the affected individuals. Management expects to get more work done with fewer employees, who in turn are expected to keep up the service quality. The current shortage of medical technologists in the country has made it impossible for them to cope with the heavy workload. As a result, many leave the profession and venture into something completely different. Those that are left become completely demotivated; they experience less job satisfaction and show less commitment to their work. However, some may even embrace the changes because to them it may mean bigger and better challenges. The aim of this study is to identify which approaches management took to ensure cost saving and how these approaches impacted on the behaviour of employees. A literature review was conducted to determine what the theory reveals about cost saving and its impact on employee behaviour. This was followed by an empirical survey conducted within the National Health Laboratory Services in the Ibhayi region. Finally, the practical findings and literary theory were compared to make recommendations to management on how to ensure positive employee behaviour and boost employee morale.
- Full Text:
- Date Issued: 2006
A model for the implementation of the T.A.S.K. job evaluation system at municipalities in the Eden, Overberg, and central Karoo region
- Authors: Van Rooyen, André
- Date: 2005
- Subjects: Job evaluation , Municipal government -- South Africa , Municipal government -- South Africa -- Personnel management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9269 , http://hdl.handle.net/10948/178 , Job evaluation , Municipal government -- South Africa , Municipal government -- South Africa -- Personnel management
- Description: The analysis of jobs and roles is one of the most important techniques in personnel management. It provides the information required to produce job descriptions and person- and learning / training specifications. It is of fundamental importance in organisation and job design, recruitment and selection, performance management, training management development, career management, job evaluation and the design of pay structures. These constitute most of the key processes of personnel management. In terms of the Local Government: Municipal System Act, a municipal manager, within a policy framework determined by the municipal council and subject to any applicable legislation, must - • approve a staff establishment for the municipality ; • provide a job description for each post on the staff establishment ; • attach to those posts the remuneration and other conditions of service, as may be determined in accordance with any applicable labour legislation ; and • establish a process or mechanism to regularly evaluate the staff establishment and, if necessary, review the staff establishment and the remuneration and conditions of service. The overall purpose of the research was to develop a model for the implementation of the Tuned Assessment of Skills and Knowledge (T.A.S.K.) job evaluation system at municipalities, in the Eden/Overberg/Central Karoo region. The research methodology comprised of the following steps: • a literature study on job evaluation and a discussion of the different job evaluation systems with special reference to the T.A.S.K. job evaluation system ; • the development of a model for the implementation of the T.A.S.K. job evaluation system in the Eden/Overberg/Central Karoo region ; and • the empirical data required to achieve the research objective which was obtained by means of postal and electronic questionnaires to employees of the various municipalities in the geographical area that will be covered by this research. The following recommendations are made regarding the data obtained from this study: Firstly, briefing sessions at municipalities must include employees of all levels and the following methods must also be added to the process - • Insert articles in the in-house newsletter ; and • Attach a memorandum to employees’ pay advice, informing them about the T.A.S.K. job evaluation system and later on about the progress of the process. Secondly, all disputes regarding placement must be resolved before employees are allowed to draw up their relevant job descriptions.
- Full Text:
- Date Issued: 2005
- Authors: Van Rooyen, André
- Date: 2005
- Subjects: Job evaluation , Municipal government -- South Africa , Municipal government -- South Africa -- Personnel management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9269 , http://hdl.handle.net/10948/178 , Job evaluation , Municipal government -- South Africa , Municipal government -- South Africa -- Personnel management
- Description: The analysis of jobs and roles is one of the most important techniques in personnel management. It provides the information required to produce job descriptions and person- and learning / training specifications. It is of fundamental importance in organisation and job design, recruitment and selection, performance management, training management development, career management, job evaluation and the design of pay structures. These constitute most of the key processes of personnel management. In terms of the Local Government: Municipal System Act, a municipal manager, within a policy framework determined by the municipal council and subject to any applicable legislation, must - • approve a staff establishment for the municipality ; • provide a job description for each post on the staff establishment ; • attach to those posts the remuneration and other conditions of service, as may be determined in accordance with any applicable labour legislation ; and • establish a process or mechanism to regularly evaluate the staff establishment and, if necessary, review the staff establishment and the remuneration and conditions of service. The overall purpose of the research was to develop a model for the implementation of the Tuned Assessment of Skills and Knowledge (T.A.S.K.) job evaluation system at municipalities, in the Eden/Overberg/Central Karoo region. The research methodology comprised of the following steps: • a literature study on job evaluation and a discussion of the different job evaluation systems with special reference to the T.A.S.K. job evaluation system ; • the development of a model for the implementation of the T.A.S.K. job evaluation system in the Eden/Overberg/Central Karoo region ; and • the empirical data required to achieve the research objective which was obtained by means of postal and electronic questionnaires to employees of the various municipalities in the geographical area that will be covered by this research. The following recommendations are made regarding the data obtained from this study: Firstly, briefing sessions at municipalities must include employees of all levels and the following methods must also be added to the process - • Insert articles in the in-house newsletter ; and • Attach a memorandum to employees’ pay advice, informing them about the T.A.S.K. job evaluation system and later on about the progress of the process. Secondly, all disputes regarding placement must be resolved before employees are allowed to draw up their relevant job descriptions.
- Full Text:
- Date Issued: 2005
Is it feasable to increase the medium density fibreboard manufacturing capability in South Africa?
- Authors: Van Rooyen, Petrus Mynhardt
- Date: 2004
- Subjects: Fiberboard industry -- South Africa , Fiberboard , Particle board
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10938 , http://hdl.handle.net/10948/255 , Fiberboard industry -- South Africa , Fiberboard , Particle board
- Description: Medium density fibre (MDF) board is used in various applications in the building-, furniture- and casket industry. The market is shared by solid wood and other flat panels, such as particle board and plywood. The market in South Africa forms part of the global market. Therefore it is possible to import MDF. The demand for MDF is driven by the building industry, the Consumer Price Index (CPI) and the exchange rate. The CPI is an indication of the consumer’s willingness to purchase furniture or to invest in property with subsequent growth in the building industry. The 2002 market in SA is 500 000m3 for particle board and 110 000m3 for MDF. The imported boards during this same period were particle board 10 000m3 and 22 194m3 for MDF. The extrapolated expected imports for 2003 would be 12 362m3 and 35 045m3 for particle board and MDF respectively. According to the empirical study the market increase for particle board and MDF, for 2003, will be 18%. That means that the particle board market will increase to 590 000m3 and the MDF market to 130 000m3. The 2002 production capacity was 648 000m3 (particle board) and 155 000m3 for MDF. The Sonae factory in White River can produce either particle board or MDF and this influences the production capacities. According to various International databases the requirements for SA in 2020 will be 984 000m3 for particle board and 569 000m3 for MDF. Quick calculation show a shortfall of 414 000m3 for MDF in 2020 when compared to 2002 production capacity. First mover advantage will give the mover the major market share in SA. The demand will be there. All the above calculations have been done without taking the 2010 World Football event in SA into consideration. The question is – all the current players are almost on par to make it happen. The company with the burning desire to make it work will find the finance and will have the controlling market share.
- Full Text:
- Date Issued: 2004
- Authors: Van Rooyen, Petrus Mynhardt
- Date: 2004
- Subjects: Fiberboard industry -- South Africa , Fiberboard , Particle board
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10938 , http://hdl.handle.net/10948/255 , Fiberboard industry -- South Africa , Fiberboard , Particle board
- Description: Medium density fibre (MDF) board is used in various applications in the building-, furniture- and casket industry. The market is shared by solid wood and other flat panels, such as particle board and plywood. The market in South Africa forms part of the global market. Therefore it is possible to import MDF. The demand for MDF is driven by the building industry, the Consumer Price Index (CPI) and the exchange rate. The CPI is an indication of the consumer’s willingness to purchase furniture or to invest in property with subsequent growth in the building industry. The 2002 market in SA is 500 000m3 for particle board and 110 000m3 for MDF. The imported boards during this same period were particle board 10 000m3 and 22 194m3 for MDF. The extrapolated expected imports for 2003 would be 12 362m3 and 35 045m3 for particle board and MDF respectively. According to the empirical study the market increase for particle board and MDF, for 2003, will be 18%. That means that the particle board market will increase to 590 000m3 and the MDF market to 130 000m3. The 2002 production capacity was 648 000m3 (particle board) and 155 000m3 for MDF. The Sonae factory in White River can produce either particle board or MDF and this influences the production capacities. According to various International databases the requirements for SA in 2020 will be 984 000m3 for particle board and 569 000m3 for MDF. Quick calculation show a shortfall of 414 000m3 for MDF in 2020 when compared to 2002 production capacity. First mover advantage will give the mover the major market share in SA. The demand will be there. All the above calculations have been done without taking the 2010 World Football event in SA into consideration. The question is – all the current players are almost on par to make it happen. The company with the burning desire to make it work will find the finance and will have the controlling market share.
- Full Text:
- Date Issued: 2004
A study towards the implementation of a fire service operational structure in the Eden District Municipality area
- Authors: Van Rooyen, Zanda
- Date: 2005
- Subjects: Fire departments -- South Africa -- Western Cape , Eden District Municipality (Western Cape, South Africa) , Fire prevention -- South Africa -- Western Cape , Fire stations -- South Africa -- Western Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8597 , http://hdl.handle.net/10948/408 , Fire departments -- South Africa -- Western Cape , Eden District Municipality (Western Cape, South Africa) , Fire prevention -- South Africa -- Western Cape , Fire stations -- South Africa -- Western Cape
- Description: The Eden District Municipality (EDM) is a local authority whose area of responsibility covers the Garden Route and also includes the Klein Karoo. The boundaries are from Storms River in the east, to Swellendam in the west and the Swartberg Mountains in the north. The EDM covers a very big area with seven big municipalities to consider and work with. Five of the municipalities, Langeberg, Mossel Bay, Knysna, George and Oudtshoorn have their own fire fighting services. The EDM fire fighting serves mainly the rural area. This is very costly due to the large distance required to travel to a fire, whereas the local municipalities are operating in their own towns. The new municipal boundaries include the rural areas, but the municipalities cannot service the rural areas because they do not as yet charge rates in the rural areas and therefore there is no revenue for the fire fighting service. They operate on the basis of verbal working agreements that make coordination of fire fighting very difficult. The fire fighting functions of the EDM as a category C municipality and the local municipalities as category B municipalities have been specified in the Municipal Structure Act. The allocation (division) of functions and powers relating to fire fighting service between the district municipality and local municipalities as determined by the Municipal Structure Act (Act 117 of 1998) has not been done. Due to the lack of invested capital, the resources are in a bad state. Some of the services have no capacity to attend to chemical fires or hazardous substance emergencies. Internationally, private fire fighting services can be contracted by government departments. These private fire fighting services are very large and the areas that they serve are extensive. These services have their own personnel structures functioning in an organisational structure that serves them well. These private services are very cost-effective and can therefore offer reasonable rates. Based on an investigation of various fire fighting services and different structures, the proposed structure for fire fighting in the EDM area will be a combination of structures. The diverse nature of the area will make the location of a sectoral structure and extension of its capacity difficult, and several factors that will impact on an new structure must be kept in mind. If all works well it will be relatively easy to achieve the five operations performance objectives envisaged for restructuring namely quality, speed, dependability, flexibility and cost.
- Full Text:
- Date Issued: 2005
- Authors: Van Rooyen, Zanda
- Date: 2005
- Subjects: Fire departments -- South Africa -- Western Cape , Eden District Municipality (Western Cape, South Africa) , Fire prevention -- South Africa -- Western Cape , Fire stations -- South Africa -- Western Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8597 , http://hdl.handle.net/10948/408 , Fire departments -- South Africa -- Western Cape , Eden District Municipality (Western Cape, South Africa) , Fire prevention -- South Africa -- Western Cape , Fire stations -- South Africa -- Western Cape
- Description: The Eden District Municipality (EDM) is a local authority whose area of responsibility covers the Garden Route and also includes the Klein Karoo. The boundaries are from Storms River in the east, to Swellendam in the west and the Swartberg Mountains in the north. The EDM covers a very big area with seven big municipalities to consider and work with. Five of the municipalities, Langeberg, Mossel Bay, Knysna, George and Oudtshoorn have their own fire fighting services. The EDM fire fighting serves mainly the rural area. This is very costly due to the large distance required to travel to a fire, whereas the local municipalities are operating in their own towns. The new municipal boundaries include the rural areas, but the municipalities cannot service the rural areas because they do not as yet charge rates in the rural areas and therefore there is no revenue for the fire fighting service. They operate on the basis of verbal working agreements that make coordination of fire fighting very difficult. The fire fighting functions of the EDM as a category C municipality and the local municipalities as category B municipalities have been specified in the Municipal Structure Act. The allocation (division) of functions and powers relating to fire fighting service between the district municipality and local municipalities as determined by the Municipal Structure Act (Act 117 of 1998) has not been done. Due to the lack of invested capital, the resources are in a bad state. Some of the services have no capacity to attend to chemical fires or hazardous substance emergencies. Internationally, private fire fighting services can be contracted by government departments. These private fire fighting services are very large and the areas that they serve are extensive. These services have their own personnel structures functioning in an organisational structure that serves them well. These private services are very cost-effective and can therefore offer reasonable rates. Based on an investigation of various fire fighting services and different structures, the proposed structure for fire fighting in the EDM area will be a combination of structures. The diverse nature of the area will make the location of a sectoral structure and extension of its capacity difficult, and several factors that will impact on an new structure must be kept in mind. If all works well it will be relatively easy to achieve the five operations performance objectives envisaged for restructuring namely quality, speed, dependability, flexibility and cost.
- Full Text:
- Date Issued: 2005
Analysing the impact of a selected economic activity on Oudsthoorn's economy
- Authors: Van Schalkwyk, Aren
- Date: 2010
- Subjects: Economic development projects -- South Africa , Economic growth -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8694 , http://hdl.handle.net/10948/1104 , Economic development projects -- South Africa , Economic growth -- South Africa
- Description: Property development, by its very nature is an element of the economy and can be regarded as a multifaceted business, encompassing activities that include the development of undeveloped land by constructing residential, commercial and industrial buildings, either for leasing or selling. Based on the aforesaid, property development therefore has direct, indirect and induced impacts on the economy. Economic impact refers to the effects, positive or negative, on the level of economic activity in a given area. Measuring economic impact requires a baseline assessment conducted before the activity (property development) occurs and a second, comparable assessment conducted after the activity (property development) occurs. By using the Input- Output Model methodology, various anticipated direct and indirect economic impacts can be quantified. These economic impacts are derived using an understanding of economic cause-effect relationships. The principle of cause-effect is that for any economic action, there can be a multitude of different economic reactions (effects). For the purposes of this treatise, the main cause/action is the implementation of the proposed Alphen Aan Den Rijn Retirement and Lifestyle Village development in Oudtshoorn. The result is a number of direct potential/probable effects, which also have a range of indirect potential/probable effects. Based on the findings of the Input-Output Model, it is clear that the implementation of Alphen will have significant positive socio-economic benefits, e.g. additional business sales, additional GGP and additional employment for the local and regional environment. To ensure that these positive impacts are maximised for the benefit of the overall economy of Oudtshoorn as well as the population of Oudtshoorn, management strategies and mechanisms pertaining to the following are suggested for incorporation into the development proposal: • Workplace Skills Plan; • Labour Contracts; • Service Carrying Capacity Management Plan; • Economic Sustainability; and • Social Sustainability.
- Full Text:
- Date Issued: 2010
- Authors: Van Schalkwyk, Aren
- Date: 2010
- Subjects: Economic development projects -- South Africa , Economic growth -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8694 , http://hdl.handle.net/10948/1104 , Economic development projects -- South Africa , Economic growth -- South Africa
- Description: Property development, by its very nature is an element of the economy and can be regarded as a multifaceted business, encompassing activities that include the development of undeveloped land by constructing residential, commercial and industrial buildings, either for leasing or selling. Based on the aforesaid, property development therefore has direct, indirect and induced impacts on the economy. Economic impact refers to the effects, positive or negative, on the level of economic activity in a given area. Measuring economic impact requires a baseline assessment conducted before the activity (property development) occurs and a second, comparable assessment conducted after the activity (property development) occurs. By using the Input- Output Model methodology, various anticipated direct and indirect economic impacts can be quantified. These economic impacts are derived using an understanding of economic cause-effect relationships. The principle of cause-effect is that for any economic action, there can be a multitude of different economic reactions (effects). For the purposes of this treatise, the main cause/action is the implementation of the proposed Alphen Aan Den Rijn Retirement and Lifestyle Village development in Oudtshoorn. The result is a number of direct potential/probable effects, which also have a range of indirect potential/probable effects. Based on the findings of the Input-Output Model, it is clear that the implementation of Alphen will have significant positive socio-economic benefits, e.g. additional business sales, additional GGP and additional employment for the local and regional environment. To ensure that these positive impacts are maximised for the benefit of the overall economy of Oudtshoorn as well as the population of Oudtshoorn, management strategies and mechanisms pertaining to the following are suggested for incorporation into the development proposal: • Workplace Skills Plan; • Labour Contracts; • Service Carrying Capacity Management Plan; • Economic Sustainability; and • Social Sustainability.
- Full Text:
- Date Issued: 2010
Strategies impacting on a motivating climate and productivity
- Van Schalkwyk, Thomas Johannes
- Authors: Van Schalkwyk, Thomas Johannes
- Date: 2011
- Subjects: Employee motivation , Work environment
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9422 , http://hdl.handle.net/10948/d1021238
- Description: Globalisation and the falling of trade barriers across the world have changed the way organisations conduct their business. Organisations have to become more competitive to compete against local rivals and imported products. Employees fulfil a vital role in this strategy and productive employees can enable organisations to accomplish this goal. Employees need to be motivated to contribute to the challenges of globalisation and ultimately the success of the organisation. Organisations therefore need to create a motivating climate wherein employees can perform. A number of motivational theories are recorded, but older theories make the assumption than an average human being exists. The more modern theories, which identify the relationship between dynamic variables, are more relevant but to a large extent do not consider the influence of trade unions. Trade unions are still very active in South Africa, and a combined effort by organisations and trade unions could result in a win-win outcome for both parties. Rewards and recognition drive behaviour which will result in enhanced productivity. Monetary rewards are the preferred incentive amongst employees, but the effect of training and development opportunities are often underestimated and under-utilised. Employees are generally eager to improve their skills levels, which could have a positive medium to long term impact on the organisation. Effective leadership is crucial to improved productivity and leaders have to create the environment for employees to perform. Traditional management styles are no longer effective and modern leaders have to develop their skills to achieve sustainability of the organisation.
- Full Text:
- Date Issued: 2011
- Authors: Van Schalkwyk, Thomas Johannes
- Date: 2011
- Subjects: Employee motivation , Work environment
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:9422 , http://hdl.handle.net/10948/d1021238
- Description: Globalisation and the falling of trade barriers across the world have changed the way organisations conduct their business. Organisations have to become more competitive to compete against local rivals and imported products. Employees fulfil a vital role in this strategy and productive employees can enable organisations to accomplish this goal. Employees need to be motivated to contribute to the challenges of globalisation and ultimately the success of the organisation. Organisations therefore need to create a motivating climate wherein employees can perform. A number of motivational theories are recorded, but older theories make the assumption than an average human being exists. The more modern theories, which identify the relationship between dynamic variables, are more relevant but to a large extent do not consider the influence of trade unions. Trade unions are still very active in South Africa, and a combined effort by organisations and trade unions could result in a win-win outcome for both parties. Rewards and recognition drive behaviour which will result in enhanced productivity. Monetary rewards are the preferred incentive amongst employees, but the effect of training and development opportunities are often underestimated and under-utilised. Employees are generally eager to improve their skills levels, which could have a positive medium to long term impact on the organisation. Effective leadership is crucial to improved productivity and leaders have to create the environment for employees to perform. Traditional management styles are no longer effective and modern leaders have to develop their skills to achieve sustainability of the organisation.
- Full Text:
- Date Issued: 2011
Building project management within financial institutions, a comparative assessment
- Authors: Van Tonder, Anthony David
- Date: 2002
- Subjects: Project management , Financial institutions -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10893 , http://hdl.handle.net/10948/79 , Project management , Financial institutions -- Management
- Description: The expenditure by financial institutions in South Africa on building projects could conservatively be estimated to total in the region of a billion rand per annum. It is surprising, given the amount of money being spent that there is currently no co-operation between the various financial institutions in the field of building project management. The research in this study found that most financial institutions were not taking into account all the costs and benefits when undertaking a project. When a project is undertaken in this manner, the viability analysis would not be a true reflection of the project being undertaken. The areas which were not taken into account when undertaking a project were the indirect project costs, which included costs like the project management staff themselves. An exception to this was First National Bank Metropolitan Delivery. They followed an outsourcing strategy in terms of their building project management function and the cost of this was known and added into the project cost. In terms of the benefits, this study found that the financial institutions do not take the intangible benefits into account. They do not consider the long term benefits which will be derived as a result of the implementation of a project. Arriving at a model which takes into account these factors, would provide material for a Doctorate thesis.
- Full Text:
- Date Issued: 2002
- Authors: Van Tonder, Anthony David
- Date: 2002
- Subjects: Project management , Financial institutions -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10893 , http://hdl.handle.net/10948/79 , Project management , Financial institutions -- Management
- Description: The expenditure by financial institutions in South Africa on building projects could conservatively be estimated to total in the region of a billion rand per annum. It is surprising, given the amount of money being spent that there is currently no co-operation between the various financial institutions in the field of building project management. The research in this study found that most financial institutions were not taking into account all the costs and benefits when undertaking a project. When a project is undertaken in this manner, the viability analysis would not be a true reflection of the project being undertaken. The areas which were not taken into account when undertaking a project were the indirect project costs, which included costs like the project management staff themselves. An exception to this was First National Bank Metropolitan Delivery. They followed an outsourcing strategy in terms of their building project management function and the cost of this was known and added into the project cost. In terms of the benefits, this study found that the financial institutions do not take the intangible benefits into account. They do not consider the long term benefits which will be derived as a result of the implementation of a project. Arriving at a model which takes into account these factors, would provide material for a Doctorate thesis.
- Full Text:
- Date Issued: 2002
The impact of company vision and values on the success of an automotive company in Nelson Mandela Bay (The case of Borbet South Africa)
- Authors: Van Vuuren, Brenton
- Date: 2010
- Subjects: Success in business -- South Africa , Labor productivity -- South Africa -- Eastern Cape , Profit -- South Africa -- Eastern Cape , Quality of products -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8657 , http://hdl.handle.net/10948/1331 , Success in business -- South Africa , Labor productivity -- South Africa -- Eastern Cape , Profit -- South Africa -- Eastern Cape , Quality of products -- South Africa -- Eastern Cape
- Description: Purpose – The primary aim of the study was to establish to what extent company vision impacted on productivity, profitability, morale and the quality of product at Borbet SA. Borbet SA is an aluminium wheel manufacturer situated in Port Elizabeth, Eastern Cape, South Africa. The secondary aim of the study was to establish whether the vision would be reached by applying the company values in action at Borbet SA. Methodology – Seventy-seven respondents employed at Borbet SA completed a Likert Scale Questionnaire to measure their knowledge and application of the company vision and values. The research study made use of a combination of qualitative and quantitative research approaches. The research study was qualitative as the topic was subjective to perception of the participants. However, the data was to be analyzed quantitatively through statistical practices. Findings – Overall, the participants were 99 percent aware of the vision statement at Borbet SA. Therefore, Borbet SA had succeeded in making company vision a part of their business strategy. The successful implementation of a vision and values at Borbet SA have improved productivity, profitability, morale and quality of product at the company. The study’s main findings were that employees between the ages of 18 – 29 years were especially optimistic of the company vision and values. Employees working at Borbet SA for between 4 – 5 years and working at Borbet for between 0 – 3 years tended to be more unenthusiastic about company vision and values. Middle management, including supervisors and team leaders, were also pessimistic about certain aspects concerning the vision of the company. Research limitations – One of the limitations of the research were that only 77 of the workforce completed the voluntary questionnaire. The questionnaire was in English and this was not the first language of the majority of the employees at Borbet SA. This could have prevented them from completing the questionnaire because they might not have felt confident in responding in ii English. Educational levels could also have influenced the response to the questionnaire seeing that not all employees had the same educational levels and, thus, this could have been intimidating. Recommendations – The main recommendation was that a mentoring programme be implemented in which younger and older employees could motivate each other and build morale. The management of Borbet SA was recommended to have team building sessions with middle management, supervisors and team leaders to build morale and optimism in these groups. Employees working for 4 – 5 years needed to be evaluated and motivated as some of them could have felt stagnant in their job positions.
- Full Text:
- Date Issued: 2010
- Authors: Van Vuuren, Brenton
- Date: 2010
- Subjects: Success in business -- South Africa , Labor productivity -- South Africa -- Eastern Cape , Profit -- South Africa -- Eastern Cape , Quality of products -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8657 , http://hdl.handle.net/10948/1331 , Success in business -- South Africa , Labor productivity -- South Africa -- Eastern Cape , Profit -- South Africa -- Eastern Cape , Quality of products -- South Africa -- Eastern Cape
- Description: Purpose – The primary aim of the study was to establish to what extent company vision impacted on productivity, profitability, morale and the quality of product at Borbet SA. Borbet SA is an aluminium wheel manufacturer situated in Port Elizabeth, Eastern Cape, South Africa. The secondary aim of the study was to establish whether the vision would be reached by applying the company values in action at Borbet SA. Methodology – Seventy-seven respondents employed at Borbet SA completed a Likert Scale Questionnaire to measure their knowledge and application of the company vision and values. The research study made use of a combination of qualitative and quantitative research approaches. The research study was qualitative as the topic was subjective to perception of the participants. However, the data was to be analyzed quantitatively through statistical practices. Findings – Overall, the participants were 99 percent aware of the vision statement at Borbet SA. Therefore, Borbet SA had succeeded in making company vision a part of their business strategy. The successful implementation of a vision and values at Borbet SA have improved productivity, profitability, morale and quality of product at the company. The study’s main findings were that employees between the ages of 18 – 29 years were especially optimistic of the company vision and values. Employees working at Borbet SA for between 4 – 5 years and working at Borbet for between 0 – 3 years tended to be more unenthusiastic about company vision and values. Middle management, including supervisors and team leaders, were also pessimistic about certain aspects concerning the vision of the company. Research limitations – One of the limitations of the research were that only 77 of the workforce completed the voluntary questionnaire. The questionnaire was in English and this was not the first language of the majority of the employees at Borbet SA. This could have prevented them from completing the questionnaire because they might not have felt confident in responding in ii English. Educational levels could also have influenced the response to the questionnaire seeing that not all employees had the same educational levels and, thus, this could have been intimidating. Recommendations – The main recommendation was that a mentoring programme be implemented in which younger and older employees could motivate each other and build morale. The management of Borbet SA was recommended to have team building sessions with middle management, supervisors and team leaders to build morale and optimism in these groups. Employees working for 4 – 5 years needed to be evaluated and motivated as some of them could have felt stagnant in their job positions.
- Full Text:
- Date Issued: 2010
Evaluating motivational levels of employees in a contemporary South African organisation
- Authors: Van Wyk, Charl
- Date: 2011
- Subjects: Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8615 , http://hdl.handle.net/10948/1542 , Employee motivation
- Description: The main purpose of this study was to evaluate the motivational levels of employees at CompSol, a contemporary South African organisation. Research for the study included a literature study of both the content and process theories of motivation in order to identify those factors that are important to consider when evaluating the levels of employee motivation. An empirical study was conducted after the appropriate measuring instrument was developed. The purpose of the measuring instrument was to identify the rank importance of these identified factors of motivation and to evaluate the levels of employee motivation by measuring the extent to which these factors are provided for in the organisation. A sample was selected from the target population, via cluster sampling, from the largest functional department within the organisation, namely the Claims processing department. The group’s dominant locus of control was also measured through the use of an appropriate measuring instrument. The major findings indicated that some of the factors of motivation were provided for to a great extent, while others had serious shortcomings. The findings were grouped into the different job title categories of the respondents in order to compare the overall responses of the groups, aimed at identifying trends, commonalities and differences. Findings also indicated that the majority of the participants have an external locus of control. The researcher suggested certain recommendations for those areas where findings indicated shortcomings, in an attempt to increase the overall levels of motivation within this specific functional department in the organisation.
- Full Text:
- Date Issued: 2011
- Authors: Van Wyk, Charl
- Date: 2011
- Subjects: Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8615 , http://hdl.handle.net/10948/1542 , Employee motivation
- Description: The main purpose of this study was to evaluate the motivational levels of employees at CompSol, a contemporary South African organisation. Research for the study included a literature study of both the content and process theories of motivation in order to identify those factors that are important to consider when evaluating the levels of employee motivation. An empirical study was conducted after the appropriate measuring instrument was developed. The purpose of the measuring instrument was to identify the rank importance of these identified factors of motivation and to evaluate the levels of employee motivation by measuring the extent to which these factors are provided for in the organisation. A sample was selected from the target population, via cluster sampling, from the largest functional department within the organisation, namely the Claims processing department. The group’s dominant locus of control was also measured through the use of an appropriate measuring instrument. The major findings indicated that some of the factors of motivation were provided for to a great extent, while others had serious shortcomings. The findings were grouped into the different job title categories of the respondents in order to compare the overall responses of the groups, aimed at identifying trends, commonalities and differences. Findings also indicated that the majority of the participants have an external locus of control. The researcher suggested certain recommendations for those areas where findings indicated shortcomings, in an attempt to increase the overall levels of motivation within this specific functional department in the organisation.
- Full Text:
- Date Issued: 2011
Barriers and drivers to the implementation of renewable energy technologies in South Africa’s aquaculture industry
- Authors: Van Wyk, Nicholas Kelly
- Date: 2018
- Subjects: Renewable energy sources South Africa , Aquaculture Environmental aspects South Africa , Sustainable aquaculture Economic aspects South Africa , Renewable energy sources Economic aspects South Africa , Renewable energy sources Environmental aspects South Africa
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/61969 , vital:28090
- Description: South Africa is plagued by socio-economic issues of poverty, inequality and high rates of unemployment. The government of South Africa has as such launched an ambitious plan known as operation PHAKISA which will complement the National Development Plan in addressing the countries aforementioned shortcomings. In the operations first phase, the focus is on growing South Africa’s ocean economy. Within the ocean economy, the growth of aquaculture has been identified as an industry with the potential to create jobs and aid in economic growth of South Africa. Aquaculture, the farming of any aquatic organisms, has been the fastest growing food production sector for the past 50 years. While natural capture fisheries have stagnated in production capacity, aquaculture has grown exponentially in order to feed a global population which is fast approaching nine billion people. However, South Africa’s aquaculture production lags significantly behind other third world countries. The sustainability of aquaculture has frequently been called into question due to the possibility of various detrimental environmental effects it may cause. To further complicate the matter, Climate Change is today an overarching threat to life as we know it, and must be taken into account if we plan to keep growing our populations and economies. As such, if South Africa wants to grow its aquaculture sector, it must be done so in a sustainable manner. This research thus sought to investigate one aspect which may increase the sustainability of aquaculture in South Africa, that being the implementation of renewable energy in the sector. Renewable energy has been identified by the United Nations Intergovernmental Panel on Climate Change as key to mitigating the effects of climate change. In order to aid Renewable Energy (RE) implementation in South Africa’s aquaculture sector, this research aimed to identify the barriers and the drivers to implementing renewable energy within aquaculture. To do this, a literature review was conducted to identify possible barriers and drivers to renewable energy implementation. These were then drafted into an online questionnaire and sent via Email to all the aquaculture organisations in South Africa that could be contacted (n = 195). Respondents were asked to rank the proposed barriers and drivers to renewable energy according to their perceived importance on a Likert Scale. A total of 18 responses could be analysed with descriptive statistics. Further, three structured interviews were conducted with members of South African aquaculture organisations who had implemented some form of Renewable Energy Technology (RET). These interviews provided in-depth insights into the importance of the various proposed barriers and drivers. The results revealed the most important barriers to RE implementation were: High Initial investments, Utility monopoly of production, Lack of RE experts on a governmental level, Lack of incentives/subsidies from government, Lack of legal framework for Independent Power Producers and Power Purchase Agreements, and Diseconomy of scale respectively. The most important drivers to RE implementation were ranked as: Long term cost benefits, Reduction in cost of RETs, Innovation / advancement of RETS, Incentives or subsidies to implement renewable energy, Adequate legal framework and legislation for Power Purchase Agreement and Preference for environmentally-friendly electricity generation. Importantly, it was found that barriers and drivers are dependent on the type of RE being implemented. A Photo Voltaic (Solar Power) system will not necessarily experience the same barriers or drivers that a Wave Energy Converter system would. In order to drive investment in RE and remove the barriers that may be preventing its implementation in aquaculture, policy will have to be adapted. Particularly in terms of legislation around Power Purchase Agreements. Further, by providing subsidies for RE implementation, it is possible to sustainably grow South Africa’s aquaculture industry.
- Full Text:
- Date Issued: 2018
- Authors: Van Wyk, Nicholas Kelly
- Date: 2018
- Subjects: Renewable energy sources South Africa , Aquaculture Environmental aspects South Africa , Sustainable aquaculture Economic aspects South Africa , Renewable energy sources Economic aspects South Africa , Renewable energy sources Environmental aspects South Africa
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/61969 , vital:28090
- Description: South Africa is plagued by socio-economic issues of poverty, inequality and high rates of unemployment. The government of South Africa has as such launched an ambitious plan known as operation PHAKISA which will complement the National Development Plan in addressing the countries aforementioned shortcomings. In the operations first phase, the focus is on growing South Africa’s ocean economy. Within the ocean economy, the growth of aquaculture has been identified as an industry with the potential to create jobs and aid in economic growth of South Africa. Aquaculture, the farming of any aquatic organisms, has been the fastest growing food production sector for the past 50 years. While natural capture fisheries have stagnated in production capacity, aquaculture has grown exponentially in order to feed a global population which is fast approaching nine billion people. However, South Africa’s aquaculture production lags significantly behind other third world countries. The sustainability of aquaculture has frequently been called into question due to the possibility of various detrimental environmental effects it may cause. To further complicate the matter, Climate Change is today an overarching threat to life as we know it, and must be taken into account if we plan to keep growing our populations and economies. As such, if South Africa wants to grow its aquaculture sector, it must be done so in a sustainable manner. This research thus sought to investigate one aspect which may increase the sustainability of aquaculture in South Africa, that being the implementation of renewable energy in the sector. Renewable energy has been identified by the United Nations Intergovernmental Panel on Climate Change as key to mitigating the effects of climate change. In order to aid Renewable Energy (RE) implementation in South Africa’s aquaculture sector, this research aimed to identify the barriers and the drivers to implementing renewable energy within aquaculture. To do this, a literature review was conducted to identify possible barriers and drivers to renewable energy implementation. These were then drafted into an online questionnaire and sent via Email to all the aquaculture organisations in South Africa that could be contacted (n = 195). Respondents were asked to rank the proposed barriers and drivers to renewable energy according to their perceived importance on a Likert Scale. A total of 18 responses could be analysed with descriptive statistics. Further, three structured interviews were conducted with members of South African aquaculture organisations who had implemented some form of Renewable Energy Technology (RET). These interviews provided in-depth insights into the importance of the various proposed barriers and drivers. The results revealed the most important barriers to RE implementation were: High Initial investments, Utility monopoly of production, Lack of RE experts on a governmental level, Lack of incentives/subsidies from government, Lack of legal framework for Independent Power Producers and Power Purchase Agreements, and Diseconomy of scale respectively. The most important drivers to RE implementation were ranked as: Long term cost benefits, Reduction in cost of RETs, Innovation / advancement of RETS, Incentives or subsidies to implement renewable energy, Adequate legal framework and legislation for Power Purchase Agreement and Preference for environmentally-friendly electricity generation. Importantly, it was found that barriers and drivers are dependent on the type of RE being implemented. A Photo Voltaic (Solar Power) system will not necessarily experience the same barriers or drivers that a Wave Energy Converter system would. In order to drive investment in RE and remove the barriers that may be preventing its implementation in aquaculture, policy will have to be adapted. Particularly in terms of legislation around Power Purchase Agreements. Further, by providing subsidies for RE implementation, it is possible to sustainably grow South Africa’s aquaculture industry.
- Full Text:
- Date Issued: 2018
Attraction and retention of non-family business employees
- Authors: Van Zyl, Jacques
- Date: 2010
- Subjects: Family-owned business enterprises , Employee retention
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8653 , http://hdl.handle.net/10948/1365 , Family-owned business enterprises , Employee retention
- Description: The purpose of this research treatise was to identify specific aspects related to employees in a non-family owned business that can be adopted by family owned businesses in order to attract, attain and motivate non-family employees. The focus of the researched aspect was based on seven categories of business management, namely; governance, policies and procedures, direction and planning, leadership, employee development, rewards and other general related characteristics. The research commenced with a literature review, which centered on background information pertaining to family owned businesses and specific aspects related to organisation and management thereof. It was assessed that very few completed research papers exit that addressed the topic as indicated above. The research focussed on a medium sized, non-family owned business within the consulting engineering industry. The physical research consisted of a questionnaire distributed to all of the employees of the particular firm. The questionnaire was made up of two sections. The first was a typical Likert scale type and the second, open ended questions. The questions of both question sets were categorised in specific business control and management topics, namely: - Governance; - Policies and procedures; - Direction and planning; - Leadership; - Employee development; - Rewards; and, - General aspects. The primary objective of this study was to identify and explore the factors that are regarded to be important by unrelated employees in work environment, specifically focusing on attaining, retaining and motivating aspects. The study found that the average employee prefers to have desire for formal management structures and see succession planning not only as an important sustainable business strategy, but also as an underlying motivation principle. Also identified were the partialities towards formal employee management systems, employee development, and the value of monetary rewards.
- Full Text:
- Date Issued: 2010
- Authors: Van Zyl, Jacques
- Date: 2010
- Subjects: Family-owned business enterprises , Employee retention
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8653 , http://hdl.handle.net/10948/1365 , Family-owned business enterprises , Employee retention
- Description: The purpose of this research treatise was to identify specific aspects related to employees in a non-family owned business that can be adopted by family owned businesses in order to attract, attain and motivate non-family employees. The focus of the researched aspect was based on seven categories of business management, namely; governance, policies and procedures, direction and planning, leadership, employee development, rewards and other general related characteristics. The research commenced with a literature review, which centered on background information pertaining to family owned businesses and specific aspects related to organisation and management thereof. It was assessed that very few completed research papers exit that addressed the topic as indicated above. The research focussed on a medium sized, non-family owned business within the consulting engineering industry. The physical research consisted of a questionnaire distributed to all of the employees of the particular firm. The questionnaire was made up of two sections. The first was a typical Likert scale type and the second, open ended questions. The questions of both question sets were categorised in specific business control and management topics, namely: - Governance; - Policies and procedures; - Direction and planning; - Leadership; - Employee development; - Rewards; and, - General aspects. The primary objective of this study was to identify and explore the factors that are regarded to be important by unrelated employees in work environment, specifically focusing on attaining, retaining and motivating aspects. The study found that the average employee prefers to have desire for formal management structures and see succession planning not only as an important sustainable business strategy, but also as an underlying motivation principle. Also identified were the partialities towards formal employee management systems, employee development, and the value of monetary rewards.
- Full Text:
- Date Issued: 2010
An analysis of the change management process with specific references to mergers
- Authors: Vanqa, Thembelani McDonald
- Date: 2006
- Subjects: Universities and colleges -- Mergers -- South Africa -- Port Elizabeth , Organizational change -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8698 , http://hdl.handle.net/10948/1065 , Universities and colleges -- Mergers -- South Africa -- Port Elizabeth , Organizational change -- South Africa -- Port Elizabeth
- Description: This study was intended to provide an analysis of the merger process of the Port Elizabeth Technikon on the basis change management models available according to theory. Before this discussion could ensue, it became necessary that the concept of change management be defined in detail so as to create a common basis of understanding in dealing with the change management models. There are various models that considered for discussion, namely the Lewin’s change model, the Hayes and Hyde’s change model, the Cummings and Worley’s change model and the Anderson and Anderson’s change process model. It was established that all available change models were based on the works of the Lewin’s change model. It was the Anderson and Anderson model that was found to more comprehensive in term of the various consideration it brought forward to the change manager or changing organization for consideration. Following the discussion on change models, a discussion of the research methodologies available followed. A survey methodology was decided to be appropriate for this study. An e-mail postal survey was decided as the appropriate process. The beauty of the e-mail postal survey was that it combined the benefits of personal and postal surveys. The Anderson and Anderson change model was used as a basis for devising questions in the questionnaire. The empirical study revealed that communication, consultation and resistance to change were not dealt with appropriately and as such staff morale had been greatly sacrificed. Be that as it may, it suffices to say that there is still chance to make things right. Top management needs to strengthen communication, consultation and feedback mechanisms. Secondly top management needs to establish a training and coaching program and a system for identifying and rewarding best performance. Opportunities for celebrating short-term victories should not be passed on since these enhance a sense of success and victory. The organization also needs to develop a system for harnessing new learning that will inform new ways of doing things which will become the cornerstone of the new culture.
- Full Text:
- Date Issued: 2006
- Authors: Vanqa, Thembelani McDonald
- Date: 2006
- Subjects: Universities and colleges -- Mergers -- South Africa -- Port Elizabeth , Organizational change -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8698 , http://hdl.handle.net/10948/1065 , Universities and colleges -- Mergers -- South Africa -- Port Elizabeth , Organizational change -- South Africa -- Port Elizabeth
- Description: This study was intended to provide an analysis of the merger process of the Port Elizabeth Technikon on the basis change management models available according to theory. Before this discussion could ensue, it became necessary that the concept of change management be defined in detail so as to create a common basis of understanding in dealing with the change management models. There are various models that considered for discussion, namely the Lewin’s change model, the Hayes and Hyde’s change model, the Cummings and Worley’s change model and the Anderson and Anderson’s change process model. It was established that all available change models were based on the works of the Lewin’s change model. It was the Anderson and Anderson model that was found to more comprehensive in term of the various consideration it brought forward to the change manager or changing organization for consideration. Following the discussion on change models, a discussion of the research methodologies available followed. A survey methodology was decided to be appropriate for this study. An e-mail postal survey was decided as the appropriate process. The beauty of the e-mail postal survey was that it combined the benefits of personal and postal surveys. The Anderson and Anderson change model was used as a basis for devising questions in the questionnaire. The empirical study revealed that communication, consultation and resistance to change were not dealt with appropriately and as such staff morale had been greatly sacrificed. Be that as it may, it suffices to say that there is still chance to make things right. Top management needs to strengthen communication, consultation and feedback mechanisms. Secondly top management needs to establish a training and coaching program and a system for identifying and rewarding best performance. Opportunities for celebrating short-term victories should not be passed on since these enhance a sense of success and victory. The organization also needs to develop a system for harnessing new learning that will inform new ways of doing things which will become the cornerstone of the new culture.
- Full Text:
- Date Issued: 2006
The impact of leadership on talent retention: exploring gender and generational cohort’s psychological contract issues
- Authors: Vasi, Lee-Anne
- Date: 2017
- Subjects: Age and employment -- South Africa , Leadership -- South Africa -- Management Employee retention -- South Africa Organizational commitment -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/20066 , vital:29101
- Description: If the early nineties were concerned about a “rapidly changing business environment,” business in the twenty first century should be deeply paranoid about the future of business as we know it (Pieterse et al., 2009, p.1). Both global and national political factors has impacted the economy to epidemic negative heights. For companies to survive, its leadership requires a strand of resilience that sustains operations like never before. This can only be reached through the workforce. The question can thus be asked, how does one optimally use the gifting of each employee to impact the sustained operation of the organisation? The aim of this study is to determine the impact of leadership on talent retention: exploring gender and generational cohort’s psychological contract issues. The target population for the study consisted of 711 (n) employed South African executive MBA professionals within various industry sectors, namely, Management, Finance, Engineering, Information Technology and Accounting sectors, dispersed at various levels within their respective organisations, representing various Provinces, predominantly from the Eastern Cape, Western Cape and Gauteng. 55 percent were male respondents and 45 percent were female respondents. 34% of the respondents’ age group were located in the category Generation-Y (respondents aged 25 – 34 years) and 30% of the respondents’ were located in the category Generation-X (respondents aged 35 – 44 years). The results showed that job insecurity was not statistically significantly related to employee engagement and turnover intention. Leadership empowerment behaviour contributed statistically significantly to employee engagement and low turnover intention. The research populations’ current experience depicts strong opportunities for personal development and work satisfaction, with moderate financial fulfilment. There is furthermore a strong relationship between leadership and retention.
- Full Text:
- Date Issued: 2017
- Authors: Vasi, Lee-Anne
- Date: 2017
- Subjects: Age and employment -- South Africa , Leadership -- South Africa -- Management Employee retention -- South Africa Organizational commitment -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/20066 , vital:29101
- Description: If the early nineties were concerned about a “rapidly changing business environment,” business in the twenty first century should be deeply paranoid about the future of business as we know it (Pieterse et al., 2009, p.1). Both global and national political factors has impacted the economy to epidemic negative heights. For companies to survive, its leadership requires a strand of resilience that sustains operations like never before. This can only be reached through the workforce. The question can thus be asked, how does one optimally use the gifting of each employee to impact the sustained operation of the organisation? The aim of this study is to determine the impact of leadership on talent retention: exploring gender and generational cohort’s psychological contract issues. The target population for the study consisted of 711 (n) employed South African executive MBA professionals within various industry sectors, namely, Management, Finance, Engineering, Information Technology and Accounting sectors, dispersed at various levels within their respective organisations, representing various Provinces, predominantly from the Eastern Cape, Western Cape and Gauteng. 55 percent were male respondents and 45 percent were female respondents. 34% of the respondents’ age group were located in the category Generation-Y (respondents aged 25 – 34 years) and 30% of the respondents’ were located in the category Generation-X (respondents aged 35 – 44 years). The results showed that job insecurity was not statistically significantly related to employee engagement and turnover intention. Leadership empowerment behaviour contributed statistically significantly to employee engagement and low turnover intention. The research populations’ current experience depicts strong opportunities for personal development and work satisfaction, with moderate financial fulfilment. There is furthermore a strong relationship between leadership and retention.
- Full Text:
- Date Issued: 2017
The impact of leadership on talent retention: exploring gender and generational cohort’s psychological contract issues
- Authors: Vasi, Lee-Anne
- Date: 2017
- Subjects: Age and employment -- South Africa , Leadership -- South Africa -- Management Employee retention -- South Africa Organizational commitment -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/20077 , vital:29096
- Description: If the early nineties were concerned about a “rapidly changing business environment,” business in the twenty first century should be deeply paranoid about the future of business as we know it (Pieterse et al., 2009, p.1). Both global and national political factors has impacted the economy to epidemic negative heights. For companies to survive, its leadership requires a strand of resilience that sustains operations like never before. This can only be reached through the workforce. The question can thus be asked, how does one optimally use the gifting of each employee to impact the sustained operation of the organisation? The aim of this study is to determine the impact of leadership on talent retention: exploring gender and generational cohort’s psychological contract issues. The target population for the study consisted of 711 (n) employed South African executive MBA professionals within various industry sectors, namely, Management, Finance, Engineering, Information Technology and Accounting sectors, dispersed at various levels within their respective organisations, representing various Provinces, predominantly from the Eastern Cape, Western Cape and Gauteng. 55 percent were male respondents and 45 percent were female respondents. 34% of the respondents’ age group were located in the category Generation-Y (respondents aged 25 – 34 years) and 30% of the respondents’ were located in the category Generation-X (respondents aged 35 – 44 years). The results showed that job insecurity was not statistically significantly related to employee engagement and turnover intention. Leadership empowerment behaviour contributed statistically significantly to employee engagement and low turnover intention. The research populations’ current experience depicts strong opportunities for personal development and work satisfaction, with moderate financial fulfilment. There is furthermore a strong relationship between leadership and retention.
- Full Text:
- Date Issued: 2017
- Authors: Vasi, Lee-Anne
- Date: 2017
- Subjects: Age and employment -- South Africa , Leadership -- South Africa -- Management Employee retention -- South Africa Organizational commitment -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/20077 , vital:29096
- Description: If the early nineties were concerned about a “rapidly changing business environment,” business in the twenty first century should be deeply paranoid about the future of business as we know it (Pieterse et al., 2009, p.1). Both global and national political factors has impacted the economy to epidemic negative heights. For companies to survive, its leadership requires a strand of resilience that sustains operations like never before. This can only be reached through the workforce. The question can thus be asked, how does one optimally use the gifting of each employee to impact the sustained operation of the organisation? The aim of this study is to determine the impact of leadership on talent retention: exploring gender and generational cohort’s psychological contract issues. The target population for the study consisted of 711 (n) employed South African executive MBA professionals within various industry sectors, namely, Management, Finance, Engineering, Information Technology and Accounting sectors, dispersed at various levels within their respective organisations, representing various Provinces, predominantly from the Eastern Cape, Western Cape and Gauteng. 55 percent were male respondents and 45 percent were female respondents. 34% of the respondents’ age group were located in the category Generation-Y (respondents aged 25 – 34 years) and 30% of the respondents’ were located in the category Generation-X (respondents aged 35 – 44 years). The results showed that job insecurity was not statistically significantly related to employee engagement and turnover intention. Leadership empowerment behaviour contributed statistically significantly to employee engagement and low turnover intention. The research populations’ current experience depicts strong opportunities for personal development and work satisfaction, with moderate financial fulfilment. There is furthermore a strong relationship between leadership and retention.
- Full Text:
- Date Issued: 2017
Determining and improving the level of service quality at International Healthcare Distributors
- Authors: Vassen, Ansuya
- Date: 2002
- Subjects: Pharmaceutical industry -- South Africa -- Port Elizabeth -- Quality control
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10897 , http://hdl.handle.net/10948/82 , Pharmaceutical industry -- South Africa -- Port Elizabeth -- Quality control
- Description: The levels of service quality at International Healthcare Distributors (IHD) have been determined. Service quality in organisations require a strong emphasis on customer service and service delivery processes. The main area of this study focuses on the need for appropriate levels and criteria of service quality that will satisfy customers of pharmaceutical distributors. Various determinants affecting service quality levels have been discussed. The nature of service quality has been outlined and customer expectation standards have been determined. Customer satisfaction versus service quality has been discussed and the consumers’ perceptions towards service quality have been identified. Obstacles to attaining service quality have been described and potential causes of service quality shortfalls have been defined. Various surveys were studied to determine the implementation of service quality dimensions in a variety of disciplines. A sample was taken from the IHD customer base and a questionnaire was designed and distributed to the customers. The questionnaire examined five dimensions, tangibility, reliability, responsiveness, assurance and empathy. There was a hundred percent response rate. The results indicated that the tangibility dimension was highest in terms of customer agreement and reliability the lowest. The results of the questionnaire have proven that two of the hypotheses are negative and one positive. Concluding remarks and recommendations were highlighted and it is evident that IHD needs to improve its level of service quality in order to meet their customer requirements.
- Full Text:
- Date Issued: 2002
- Authors: Vassen, Ansuya
- Date: 2002
- Subjects: Pharmaceutical industry -- South Africa -- Port Elizabeth -- Quality control
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:10897 , http://hdl.handle.net/10948/82 , Pharmaceutical industry -- South Africa -- Port Elizabeth -- Quality control
- Description: The levels of service quality at International Healthcare Distributors (IHD) have been determined. Service quality in organisations require a strong emphasis on customer service and service delivery processes. The main area of this study focuses on the need for appropriate levels and criteria of service quality that will satisfy customers of pharmaceutical distributors. Various determinants affecting service quality levels have been discussed. The nature of service quality has been outlined and customer expectation standards have been determined. Customer satisfaction versus service quality has been discussed and the consumers’ perceptions towards service quality have been identified. Obstacles to attaining service quality have been described and potential causes of service quality shortfalls have been defined. Various surveys were studied to determine the implementation of service quality dimensions in a variety of disciplines. A sample was taken from the IHD customer base and a questionnaire was designed and distributed to the customers. The questionnaire examined five dimensions, tangibility, reliability, responsiveness, assurance and empathy. There was a hundred percent response rate. The results indicated that the tangibility dimension was highest in terms of customer agreement and reliability the lowest. The results of the questionnaire have proven that two of the hypotheses are negative and one positive. Concluding remarks and recommendations were highlighted and it is evident that IHD needs to improve its level of service quality in order to meet their customer requirements.
- Full Text:
- Date Issued: 2002