The relationship between leadership and internal customer satisfaction within a motor manufacturing company in Gauteng
- Authors: Samuel, Glen
- Date: 2005
- Subjects: Automobile industry and trade -- Employees -- South Africa -- Gauteng Automobile industry and trade -- Customer services -- South Africa -- Gauteng Job satisfaction Customer services -- Management Industrial relations -- South Africa -- Gauteng Employee morale Personnel management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:758 , http://hdl.handle.net/10962/d1003879
- Description: This research investigates the relationship between leadership and internal customer satisfaction, also called employee satisfaction in this document. The research is conducted within an automotive manufacturer situated in the province of Gauteng, South Africa. The Service Profit Chain forms the foundation on which this research is based as it suggests that the various factors within the service delivery system of an organisation ultimately affect the success of an organisation. From the Service Profit Chain, it is established that a factor that affects employee satisfaction is the leadership within the organisation. The Full Range Leadership Development Theory provides the backbone for analysing the leadership style of each manager by using the Multifactor Leadership Questionnaire. The company’s employee satisfaction model provides the theoretical construct against which the employee satisfaction of the managers’ subordinates is measured using the company’s employee satisfaction questionnaire. Information was gathered from the managers who rated their leadership styles as they perceived it; and from their respective subordinates who rated the managers’ leadership style as they perceived it and also their satisfaction as employees as they perceived it. Data obtained from each instrument, for the respective managers, was then statistically analysed. The reliability of the data could not be proved for some of the factors of the 2 research instruments. However, this research found a statistically significant relationship between transformational leadership and some factors of employee satisfaction, albeit a weak relationship. The null hypothesis was rejected and the alternate hypothesis accepted. A statistically significant relationship exists between leadership style and employee satisfaction levels within an automotive manufacturing organisation.
- Full Text:
- Authors: Samuel, Glen
- Date: 2005
- Subjects: Automobile industry and trade -- Employees -- South Africa -- Gauteng Automobile industry and trade -- Customer services -- South Africa -- Gauteng Job satisfaction Customer services -- Management Industrial relations -- South Africa -- Gauteng Employee morale Personnel management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:758 , http://hdl.handle.net/10962/d1003879
- Description: This research investigates the relationship between leadership and internal customer satisfaction, also called employee satisfaction in this document. The research is conducted within an automotive manufacturer situated in the province of Gauteng, South Africa. The Service Profit Chain forms the foundation on which this research is based as it suggests that the various factors within the service delivery system of an organisation ultimately affect the success of an organisation. From the Service Profit Chain, it is established that a factor that affects employee satisfaction is the leadership within the organisation. The Full Range Leadership Development Theory provides the backbone for analysing the leadership style of each manager by using the Multifactor Leadership Questionnaire. The company’s employee satisfaction model provides the theoretical construct against which the employee satisfaction of the managers’ subordinates is measured using the company’s employee satisfaction questionnaire. Information was gathered from the managers who rated their leadership styles as they perceived it; and from their respective subordinates who rated the managers’ leadership style as they perceived it and also their satisfaction as employees as they perceived it. Data obtained from each instrument, for the respective managers, was then statistically analysed. The reliability of the data could not be proved for some of the factors of the 2 research instruments. However, this research found a statistically significant relationship between transformational leadership and some factors of employee satisfaction, albeit a weak relationship. The null hypothesis was rejected and the alternate hypothesis accepted. A statistically significant relationship exists between leadership style and employee satisfaction levels within an automotive manufacturing organisation.
- Full Text:
A survey of customer satisfaction, expectations and perceptions as a measure of service quality in SANBS
- Authors: Mququ, Mpumzi H
- Date: 2006
- Subjects: South African National Blood Service Consumer satisfaction Customer services -- Quality control Customer services -- Rating of Blood banks -- Quality control -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:767 , http://hdl.handle.net/10962/d1003888
- Description: The purpose of the study is to evaluate the service quality that the SANBS provides to its customers, by measuring customers’ perceptions and their expectations of service quality provided by the supplier of blood transfusion services. The organization that is used for this study is the South African National Blood Service (SANBS). Specifically the study seeks to: 1. Determine the extent to which customers are satisfied or not satisfied with the service they receive from the SANBS using the ten-dimensional format of SERVQUAL model, modified to the specific service quality requirements of the blood transfusion service industry. 2. Establish customers’ perceptions of the service they receive using a multiple-item scale (SERVQUAL) for measuring consumer perceptions of service quality. 3. Establish customers’ expectations of the service, and compare them to their perceptions of the service they currently receive. The comparison is made along each service quality dimension, across different parts of same service on a geographical basis, and across different customer groups on a customer category (or type) basis. 4. Recommend implementation of appropriate service quality performance improvement procedures where necessary. Study design and methods: The data for the study came from the SANBS’ customer perception and expectation survey conducted in 2005. Questionnaires were sent out to hospitals that use products and services provided by the SANBS in the Eastern Cape and KwaZulu-Natal Provinces of South Africa. The questionnaire was based on the multiple-item SERVQUAL model for measuring consumer perceptions of service quality, modified and tailored to specific service quality requirements of the blood transfusion service industry. Questionnaires were sent out to 113 (69.3%) hospitals out of a total of 163 blood-utilizing hospitals in the two provinces. Of the 113 hospitals, 92 (81.4%) responded, with questionnaires rendered unusable. The final sample size is 88 and is included in the final study database. The data is analyzed by comparing different parts of the service on a geographical basis namely KwaZulu-Natal and Eastern Cape zones. The data is also analyzed by comparing different customer groups namely the Rural State Hospitals, the Urban State Hospitals and Private Hospitals. Results: The result confirms the research (alternative) hypothesis (H1 : μ1 ≠ μ2), and rejects Ho. The overall expectations ratings are higher than the perceptions ratings, and the KwaZulu-Natal expectations ratings are higher than the Eastern Cape ratings. The expectations of private hospitals and rural state hospitals have a higher rating than that of urban state hospitals and the perceptions of private and urban state hospitals have a higher rating than that of rural state hospitals. The largest service quality gap is the accessibility dimension which relates specifically to approachability and ease with which customers can access staff at different levels of the organization by e-mail, and includes accessing of knowledgeable blood bank personnel and medical staff of SANBS, but may also relate to the distance of hospitals from the nearest blood bank, all of which are situated in urban state hospitals. The mean difference for accessibility is the highest followed by the understanding customer mean difference. The mean differences for the other dimension categories are significantly less than that of the largest two dimensions, but not significantly different amongst themselves. The mean difference for rural state hospitals is the largest followed by private hospitals and urban state hospitals. The mean difference for rural state hospitals is greater than that for urban state hospitals in both zones, but the mean difference for private hospitals is greater in KwaZulu-Natal than in the Eastern Cape. The dimension means of differences for rural state hospitals are greater than that for urban state hospitals. According to the correlations between expectations and perceptions for different dimensions, there is a weak or no linear relationship between expectations and perceptions. Conclusion: This empirical study supports the literature on the provision of service quality, and concludes that there is a statistically significant difference or gap between the services offered by the SANBS as perceived by its customers, and the expectations of its customers. The study substantiates the need for management of blood transfusion services to take into account customer perceptions of service quality and their expectations, and upon identification of gaps, to implement appropriate service quality improvement processes, rather than take a one sided view of their (SANBS’) own perception of service quality.
- Full Text:
- Authors: Mququ, Mpumzi H
- Date: 2006
- Subjects: South African National Blood Service Consumer satisfaction Customer services -- Quality control Customer services -- Rating of Blood banks -- Quality control -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:767 , http://hdl.handle.net/10962/d1003888
- Description: The purpose of the study is to evaluate the service quality that the SANBS provides to its customers, by measuring customers’ perceptions and their expectations of service quality provided by the supplier of blood transfusion services. The organization that is used for this study is the South African National Blood Service (SANBS). Specifically the study seeks to: 1. Determine the extent to which customers are satisfied or not satisfied with the service they receive from the SANBS using the ten-dimensional format of SERVQUAL model, modified to the specific service quality requirements of the blood transfusion service industry. 2. Establish customers’ perceptions of the service they receive using a multiple-item scale (SERVQUAL) for measuring consumer perceptions of service quality. 3. Establish customers’ expectations of the service, and compare them to their perceptions of the service they currently receive. The comparison is made along each service quality dimension, across different parts of same service on a geographical basis, and across different customer groups on a customer category (or type) basis. 4. Recommend implementation of appropriate service quality performance improvement procedures where necessary. Study design and methods: The data for the study came from the SANBS’ customer perception and expectation survey conducted in 2005. Questionnaires were sent out to hospitals that use products and services provided by the SANBS in the Eastern Cape and KwaZulu-Natal Provinces of South Africa. The questionnaire was based on the multiple-item SERVQUAL model for measuring consumer perceptions of service quality, modified and tailored to specific service quality requirements of the blood transfusion service industry. Questionnaires were sent out to 113 (69.3%) hospitals out of a total of 163 blood-utilizing hospitals in the two provinces. Of the 113 hospitals, 92 (81.4%) responded, with questionnaires rendered unusable. The final sample size is 88 and is included in the final study database. The data is analyzed by comparing different parts of the service on a geographical basis namely KwaZulu-Natal and Eastern Cape zones. The data is also analyzed by comparing different customer groups namely the Rural State Hospitals, the Urban State Hospitals and Private Hospitals. Results: The result confirms the research (alternative) hypothesis (H1 : μ1 ≠ μ2), and rejects Ho. The overall expectations ratings are higher than the perceptions ratings, and the KwaZulu-Natal expectations ratings are higher than the Eastern Cape ratings. The expectations of private hospitals and rural state hospitals have a higher rating than that of urban state hospitals and the perceptions of private and urban state hospitals have a higher rating than that of rural state hospitals. The largest service quality gap is the accessibility dimension which relates specifically to approachability and ease with which customers can access staff at different levels of the organization by e-mail, and includes accessing of knowledgeable blood bank personnel and medical staff of SANBS, but may also relate to the distance of hospitals from the nearest blood bank, all of which are situated in urban state hospitals. The mean difference for accessibility is the highest followed by the understanding customer mean difference. The mean differences for the other dimension categories are significantly less than that of the largest two dimensions, but not significantly different amongst themselves. The mean difference for rural state hospitals is the largest followed by private hospitals and urban state hospitals. The mean difference for rural state hospitals is greater than that for urban state hospitals in both zones, but the mean difference for private hospitals is greater in KwaZulu-Natal than in the Eastern Cape. The dimension means of differences for rural state hospitals are greater than that for urban state hospitals. According to the correlations between expectations and perceptions for different dimensions, there is a weak or no linear relationship between expectations and perceptions. Conclusion: This empirical study supports the literature on the provision of service quality, and concludes that there is a statistically significant difference or gap between the services offered by the SANBS as perceived by its customers, and the expectations of its customers. The study substantiates the need for management of blood transfusion services to take into account customer perceptions of service quality and their expectations, and upon identification of gaps, to implement appropriate service quality improvement processes, rather than take a one sided view of their (SANBS’) own perception of service quality.
- Full Text:
An understanding of corporate social investment within the context of the Sappi Forest Products Division in South Africa
- Authors: May, Jonathan Paul
- Date: 2006
- Subjects: Forests and forestry -- South Africa Forests and forestry -- Social aspects -- South Africa Forest products industry -- South Africa Corporate reorganizations Social responsibility of business -- South Africa Community development -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:768 , http://hdl.handle.net/10962/d1003889
- Description: This research which makes reference to Sappi South Africa is grounded in a South African context, within the forestry industry. The aims of the study are to- 1. Provide a description of corporate social investment (in a Sappi/ South African context) from a theoretical, corporate and legislative perspective which will describe current Sappi CSI activity, its implementation, measurement and the driving force behind them. 2. To articulate a sound understanding without judgement of the current status of corporate social investment based upon the application of (1) above. 3. To position Sappi’s CSI approach on a macro government/ corporate power scale which will facilitate rich understanding concerning the long term sustainability of Sappi’s CSI approach on the corporation, the forestry industry and the South African economy. 4. To distill a consensual interpretation that is more informed and sophisticated than previous constructions within Sappi Forest Products Division. The qualitative research is descriptive. A single case-study method has been adopted. Corporate Social Responsibility (CSR), as a late twentieth-century American movement, is a modern manifestation of an ancient debate amongst philosophers and theologians in many lands and cultures about the morality of commerce itself (Hood, 1996). Friedman (1962) quoted in Anshen (1980:10) argues that business should not and must not deviate from its profit orientation and that it should be concerned only with its economic performance. Friedman supported the notion ‘the business of business is business’ and adds, as quoted in Smith (1990:60), that to suggest corporations should have a social responsibility is to fail to understand the way in which the market is and must be played and asks, ‘if business does have a social responsibility other than making profits for shareholders, how are they to know what it is? Frederick et al, (1998:36) argue that Corporate Social Responsibility balances power with responsibility, responds to public needs and expectations and can contribute to correcting societal imbalances implicit in most economies. Smith (1990:89) suggests that the social control of business is achieved by either virtue of moral obligation, market forces and legislation, or, manipulation, inducement and force. Beesley and Evans (1978) quoted in Smith (1990:54) note ‘there is recognition of the growth of corporate power and the consequent perception of relative shift from government to companies as the source of social improvement and the means to promote specific items of social welfare.’ On this basis it may therefore be concluded that societal responsibilities should be shared between government and business, and in this way power balanced and a healthy pluralistic state developed. The vision of Sappi’s Corporate Social Investment program is to be instrumental in empowering and creating opportunities for both personnel and their dependent communities in order to address their self-defined needs. Sappi’s CSI activity is concentrated on education and community development, environmental preservation and conservation, social welfare and arts and culture. CSI practices are driven by morality, enlightened self-interest and by the South African Government. If the corporation had only started trading in 2005 would the CSI vision be driven by the same ‘gears’, or would the moral obligation and enlightened self-interest become less apparent? It is recommended that the Sappi CSI initiative must embrace CSI and uplift it to the next level by implementing the change management process, outsourcing at least the rural CSI initiative and expanding into a more brand orientated CSI strategy. Sappi also needs to make strategic CSI alliances with other organizations.
- Full Text:
- Authors: May, Jonathan Paul
- Date: 2006
- Subjects: Forests and forestry -- South Africa Forests and forestry -- Social aspects -- South Africa Forest products industry -- South Africa Corporate reorganizations Social responsibility of business -- South Africa Community development -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:768 , http://hdl.handle.net/10962/d1003889
- Description: This research which makes reference to Sappi South Africa is grounded in a South African context, within the forestry industry. The aims of the study are to- 1. Provide a description of corporate social investment (in a Sappi/ South African context) from a theoretical, corporate and legislative perspective which will describe current Sappi CSI activity, its implementation, measurement and the driving force behind them. 2. To articulate a sound understanding without judgement of the current status of corporate social investment based upon the application of (1) above. 3. To position Sappi’s CSI approach on a macro government/ corporate power scale which will facilitate rich understanding concerning the long term sustainability of Sappi’s CSI approach on the corporation, the forestry industry and the South African economy. 4. To distill a consensual interpretation that is more informed and sophisticated than previous constructions within Sappi Forest Products Division. The qualitative research is descriptive. A single case-study method has been adopted. Corporate Social Responsibility (CSR), as a late twentieth-century American movement, is a modern manifestation of an ancient debate amongst philosophers and theologians in many lands and cultures about the morality of commerce itself (Hood, 1996). Friedman (1962) quoted in Anshen (1980:10) argues that business should not and must not deviate from its profit orientation and that it should be concerned only with its economic performance. Friedman supported the notion ‘the business of business is business’ and adds, as quoted in Smith (1990:60), that to suggest corporations should have a social responsibility is to fail to understand the way in which the market is and must be played and asks, ‘if business does have a social responsibility other than making profits for shareholders, how are they to know what it is? Frederick et al, (1998:36) argue that Corporate Social Responsibility balances power with responsibility, responds to public needs and expectations and can contribute to correcting societal imbalances implicit in most economies. Smith (1990:89) suggests that the social control of business is achieved by either virtue of moral obligation, market forces and legislation, or, manipulation, inducement and force. Beesley and Evans (1978) quoted in Smith (1990:54) note ‘there is recognition of the growth of corporate power and the consequent perception of relative shift from government to companies as the source of social improvement and the means to promote specific items of social welfare.’ On this basis it may therefore be concluded that societal responsibilities should be shared between government and business, and in this way power balanced and a healthy pluralistic state developed. The vision of Sappi’s Corporate Social Investment program is to be instrumental in empowering and creating opportunities for both personnel and their dependent communities in order to address their self-defined needs. Sappi’s CSI activity is concentrated on education and community development, environmental preservation and conservation, social welfare and arts and culture. CSI practices are driven by morality, enlightened self-interest and by the South African Government. If the corporation had only started trading in 2005 would the CSI vision be driven by the same ‘gears’, or would the moral obligation and enlightened self-interest become less apparent? It is recommended that the Sappi CSI initiative must embrace CSI and uplift it to the next level by implementing the change management process, outsourcing at least the rural CSI initiative and expanding into a more brand orientated CSI strategy. Sappi also needs to make strategic CSI alliances with other organizations.
- Full Text:
Implementing performance management at local government level in South Africa : a case study on the impact of organisational culture
- Authors: Williams, Quinton Walter
- Date: 2006
- Subjects: Buffalo City (South Africa) Local government -- South Africa Municipal government -- South Africa Performance -- Management -- South Africa Corporate culture -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:749 , http://hdl.handle.net/10962/d1003870
- Description: Local Government in South Africa has undergone much transformation since 2000. Although much of the change has been to correct imbalances, inequities and disparities within our local communities as a result of Apartheid, change has also been motivated by National Government’s realisation that, as with governments throughout the world, there is a need to modernise all spheres of Government. Part of this transformation process at a local government level in South Africa has been to ensure that municipalities become more responsive to the communities’ needs. The guiding principles for this transformation are contained in the White Paper on the Transformation of the Public Service (1995) and the Batho Pele White Paper (1997). This has informed the Municipal Systems Act: Act 32 of 2000 of which Chapter 6 determines that municipalities will have a performance management system to promote a culture of performance management amongst the political structures, political office bearers, councillors and administration. The performance management system must ensure that the municipality administers its affairs in an economical, effective, efficient and accountable manner. A literature review contained in this research, indicates that internationally, implementing performance management systems at a local government level is impact upon by a number of factors such as the organizational culture of an institution. This research, which has been grounded within a constructivist paradigm, describes the impact organizational culture has had on the implementation process of the performance management system at Buffalo City Municipality. Interviews were conducted amongst the Section 57 employees (i.e. the Directors) and those employees directly responsible for implementing performance management. The four Directors, two General Managers and the portfolio councilor were interviewed. Semi-structured interviews were conducted with the interviewees and this culminated in a total of 10 hours of interviewing. The protocols were analyzed using the guidelines suggested by Boyatzis (1998) and the findings are detailed in two chapters. The findings of the research were that the implementation of the performance management system at Buffalo City Municipality has been impacted on by the dichotomy between the political and administrative leadership, resulting in non-implementation of council resolutions, the lack of an organizational strategy, poor institutional arrangements and inadequate resource allocation, are reported. However, the most important finding was the impact that a culture of fear has had on the implementation process. This culture of fear and its impact on the implementation of performance management system is described as the most pervasive and insidious of all the findings to have negatively impacted on the implementation process. This research ends with recommendations for further research and it is argued that each organization has its own unique organizational culture. The conclusion is that no single typology, as contained in the literature, which can account for the specific impact organizational culture will have on the implementation process of a performance management system at local government level in South Africa. Consequently, implementers of performance management systems must assess the unique characteristics of each organization’s culture prior to implementation, in order to evaluate its impact that the organizational culture can have on the process.
- Full Text:
- Authors: Williams, Quinton Walter
- Date: 2006
- Subjects: Buffalo City (South Africa) Local government -- South Africa Municipal government -- South Africa Performance -- Management -- South Africa Corporate culture -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:749 , http://hdl.handle.net/10962/d1003870
- Description: Local Government in South Africa has undergone much transformation since 2000. Although much of the change has been to correct imbalances, inequities and disparities within our local communities as a result of Apartheid, change has also been motivated by National Government’s realisation that, as with governments throughout the world, there is a need to modernise all spheres of Government. Part of this transformation process at a local government level in South Africa has been to ensure that municipalities become more responsive to the communities’ needs. The guiding principles for this transformation are contained in the White Paper on the Transformation of the Public Service (1995) and the Batho Pele White Paper (1997). This has informed the Municipal Systems Act: Act 32 of 2000 of which Chapter 6 determines that municipalities will have a performance management system to promote a culture of performance management amongst the political structures, political office bearers, councillors and administration. The performance management system must ensure that the municipality administers its affairs in an economical, effective, efficient and accountable manner. A literature review contained in this research, indicates that internationally, implementing performance management systems at a local government level is impact upon by a number of factors such as the organizational culture of an institution. This research, which has been grounded within a constructivist paradigm, describes the impact organizational culture has had on the implementation process of the performance management system at Buffalo City Municipality. Interviews were conducted amongst the Section 57 employees (i.e. the Directors) and those employees directly responsible for implementing performance management. The four Directors, two General Managers and the portfolio councilor were interviewed. Semi-structured interviews were conducted with the interviewees and this culminated in a total of 10 hours of interviewing. The protocols were analyzed using the guidelines suggested by Boyatzis (1998) and the findings are detailed in two chapters. The findings of the research were that the implementation of the performance management system at Buffalo City Municipality has been impacted on by the dichotomy between the political and administrative leadership, resulting in non-implementation of council resolutions, the lack of an organizational strategy, poor institutional arrangements and inadequate resource allocation, are reported. However, the most important finding was the impact that a culture of fear has had on the implementation process. This culture of fear and its impact on the implementation of performance management system is described as the most pervasive and insidious of all the findings to have negatively impacted on the implementation process. This research ends with recommendations for further research and it is argued that each organization has its own unique organizational culture. The conclusion is that no single typology, as contained in the literature, which can account for the specific impact organizational culture will have on the implementation process of a performance management system at local government level in South Africa. Consequently, implementers of performance management systems must assess the unique characteristics of each organization’s culture prior to implementation, in order to evaluate its impact that the organizational culture can have on the process.
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Leading strategic change: driving the transformation in the provision of legal services to the Eastern Cape Provincial government
- Authors: Beningfield, Perry Guy
- Date: 2006
- Subjects: Eastern Cape (South Africa) -- Politics and government Legal services -- South Africa -- Eastern Cape Organizational change Strategic planning Leadership
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:755 , http://hdl.handle.net/10962/d1003876
- Description: Effective change leadership is important to any organisation undergoing fundamental transformation. In particular, the ability of senior public sector leaders to successfully drive strategic change is crucial to meeting the developmental and service delivery challenges faced by the Province of the Eastern Cape in ensuring the effective, efficient and innovative government demanded by all its various stakeholders. The creation on 3 October of a Shared Legal Service situated in the Office of the Premier provided a unique opportunity to examine the leadership of this change initiative in the context of the organisational culture that existed in the provincial public service. This thesis consequently probes the phenomenon of effective change leadership by means of an examination of the understandings of the three change agents involved in driving the transformation of the provision of legal advisory services to the provincial administration and its constituent departments. The picture which emerges from the insights of the participants is one that casts a shadow over the validity of the contemporary theory of transformational leadership. Furthermore, the research conducted has identified the need to view the nature of effective change leadership through a more nuanced, situation-specific lens: one that appreciates the role of relationships and emotions, and that recognises the importance of culture and its impact on the success of organisational transformation. The case study of the Shared Legal Service change initiative provides useful insights into the many and varied challenges faced by public sector leaders in driving strategic transformation in the provincial administration. It offers an example of successful change leadership and demonstrates the need for change agents within the public service to harness more emotionally resonant and relational forms of leadership if they are to soar to new heights in meeting the service delivery expectations of all who look to provincial government to deliver the fruits of democracy.
- Full Text:
- Authors: Beningfield, Perry Guy
- Date: 2006
- Subjects: Eastern Cape (South Africa) -- Politics and government Legal services -- South Africa -- Eastern Cape Organizational change Strategic planning Leadership
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:755 , http://hdl.handle.net/10962/d1003876
- Description: Effective change leadership is important to any organisation undergoing fundamental transformation. In particular, the ability of senior public sector leaders to successfully drive strategic change is crucial to meeting the developmental and service delivery challenges faced by the Province of the Eastern Cape in ensuring the effective, efficient and innovative government demanded by all its various stakeholders. The creation on 3 October of a Shared Legal Service situated in the Office of the Premier provided a unique opportunity to examine the leadership of this change initiative in the context of the organisational culture that existed in the provincial public service. This thesis consequently probes the phenomenon of effective change leadership by means of an examination of the understandings of the three change agents involved in driving the transformation of the provision of legal advisory services to the provincial administration and its constituent departments. The picture which emerges from the insights of the participants is one that casts a shadow over the validity of the contemporary theory of transformational leadership. Furthermore, the research conducted has identified the need to view the nature of effective change leadership through a more nuanced, situation-specific lens: one that appreciates the role of relationships and emotions, and that recognises the importance of culture and its impact on the success of organisational transformation. The case study of the Shared Legal Service change initiative provides useful insights into the many and varied challenges faced by public sector leaders in driving strategic transformation in the provincial administration. It offers an example of successful change leadership and demonstrates the need for change agents within the public service to harness more emotionally resonant and relational forms of leadership if they are to soar to new heights in meeting the service delivery expectations of all who look to provincial government to deliver the fruits of democracy.
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The impact of inbound logistics activities on the operational performance of the postal services organization in South Africa
- Authors: Tabeni, Mvelo
- Date: 2006
- Subjects: South African Post Office Postal service -- South Africa Business logistics Business logistics -- Cost effectiveness Delivery of goods -- Management Physical distribution of goods Customer services -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:797 , http://hdl.handle.net/10962/d1004577
- Description: Introduction and Relevant Details: This research investigates the impact of inbound logistics' activities on the operational performance of the business within the branches of the South African Post Office (SAPO) in the Eastern Cape Province. The study basically hypothesises a statistically significant positive correlation between inbound logistics' activities and the operational performance of the business with regards to revenue generation and operational costs in particular. A sample of 100 branch offices was randomly selected. A 50-item questionnaire was administered by mail to the branches to collect the data during September 2005, and statistical tests for correlation were conducted on at least five dependent variables; stock procurement costs, effects on revenue, number of stock variation occurrences, order variation occurrences and the stock holding effects. Results of Data Analysis: The results of 88 respondents (88%) showed the existence of the significant positive relationship between the inbound logistics activities and the operational performance of the business at the South African Post Office branches as proposed by the study. The Spearman Rank Correlation tests were above 0.7 for most of the tested variables, showing a strong relationship. The inbound logistics' activities were also found to be positively correlated to revenue generation as well as to the operational expenses of the business. Conclusion and Recommendations: The findings allowed the researcher to conclude also that whatever improvements are made to the inbound logistics will also impact on the operational performance of the business, while failures in the inbound logistics will do so negatively. Business endeavours to maximise revenue and minimise costs are directly affected by the inbound logistics' activities. The branches of the SAPO seemed to be dissatisfied with most of the services rendered by the Supply Distribution Centre (SOC) of the SAPO, and such services have negatively affected the achievement of revenue targets at the branches as well as the operational costs. Holistic approaches to developing positive perceptions in the branches together with improving service activities at the SOC are recommended. Collaborative initiatives between branches and the SOC, reviewing the lead-times and the establishment of proper structures to handle supply chain queries, enhanced by information system technology to provide accurate and up-to-date information to branches and related parties about stock order issues are required . Areas of further research highlighted include the inbound logistics' activities of the SOC and the effectiveness of company policies as a guide to Supply Chain Management (SCM).
- Full Text:
- Authors: Tabeni, Mvelo
- Date: 2006
- Subjects: South African Post Office Postal service -- South Africa Business logistics Business logistics -- Cost effectiveness Delivery of goods -- Management Physical distribution of goods Customer services -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:797 , http://hdl.handle.net/10962/d1004577
- Description: Introduction and Relevant Details: This research investigates the impact of inbound logistics' activities on the operational performance of the business within the branches of the South African Post Office (SAPO) in the Eastern Cape Province. The study basically hypothesises a statistically significant positive correlation between inbound logistics' activities and the operational performance of the business with regards to revenue generation and operational costs in particular. A sample of 100 branch offices was randomly selected. A 50-item questionnaire was administered by mail to the branches to collect the data during September 2005, and statistical tests for correlation were conducted on at least five dependent variables; stock procurement costs, effects on revenue, number of stock variation occurrences, order variation occurrences and the stock holding effects. Results of Data Analysis: The results of 88 respondents (88%) showed the existence of the significant positive relationship between the inbound logistics activities and the operational performance of the business at the South African Post Office branches as proposed by the study. The Spearman Rank Correlation tests were above 0.7 for most of the tested variables, showing a strong relationship. The inbound logistics' activities were also found to be positively correlated to revenue generation as well as to the operational expenses of the business. Conclusion and Recommendations: The findings allowed the researcher to conclude also that whatever improvements are made to the inbound logistics will also impact on the operational performance of the business, while failures in the inbound logistics will do so negatively. Business endeavours to maximise revenue and minimise costs are directly affected by the inbound logistics' activities. The branches of the SAPO seemed to be dissatisfied with most of the services rendered by the Supply Distribution Centre (SOC) of the SAPO, and such services have negatively affected the achievement of revenue targets at the branches as well as the operational costs. Holistic approaches to developing positive perceptions in the branches together with improving service activities at the SOC are recommended. Collaborative initiatives between branches and the SOC, reviewing the lead-times and the establishment of proper structures to handle supply chain queries, enhanced by information system technology to provide accurate and up-to-date information to branches and related parties about stock order issues are required . Areas of further research highlighted include the inbound logistics' activities of the SOC and the effectiveness of company policies as a guide to Supply Chain Management (SCM).
- Full Text:
The response of an original equipment manufacturer to the Motor Industry Development Programme: a case study
- Authors: Franse, Ricardo
- Date: 2006
- Subjects: Motor Industry Development Programme Automobile industry and trade -- South Africa -- Case studies Automobile industry and trade -- Government policy -- South Africa Foreign trade regulation -- South Africa -- Case studies South Africa -- Commercial policy -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:761 , http://hdl.handle.net/10962/d1003882
- Description: On the 21st September 1995, the government introduced the Motor Industry Development Programme (MIDP), in compliance with the General Agreement on Tariffs and Trade (GATT) and the World Trade Organization (WTO). Deliberate efforts by the South African government were required to promote structural changes to the domestic motor industry by opening up the economy to international competition through a programme of tariff reduction and export promotion. The integration of the South African automotive industry into global markets would have been extremely difficult, if not impossible, without the MIDP and it would thus be safe to conclude that the economic performance of the researched would have been close to impossible if it was not for the MIDP. The MIDP, as an economic policy, has been embraced by the researched company as a "vehicle" to drive corporate goals in terms of value creation for all stakeholders. The research proposition that the MIDP as an economic policy has contributed to the economic performance of the researched company is examined. In this respect, Annual and Management Accounting reports were analyzed to determine the effect the MIDP has had on the researched company over the last ten years. In addition, two semi-structured interviews were also conducted with the Strategic Finance Planning executive and the Financial Controller of the company. The results show that the MIDP has had positive spin-offs for the researched company. The same results should be valid for the other original equipment manufacturers (OEMs) in the local automotive industry that have embraced the MIDP as a vehicle to create economic value added.
- Full Text:
- Authors: Franse, Ricardo
- Date: 2006
- Subjects: Motor Industry Development Programme Automobile industry and trade -- South Africa -- Case studies Automobile industry and trade -- Government policy -- South Africa Foreign trade regulation -- South Africa -- Case studies South Africa -- Commercial policy -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:761 , http://hdl.handle.net/10962/d1003882
- Description: On the 21st September 1995, the government introduced the Motor Industry Development Programme (MIDP), in compliance with the General Agreement on Tariffs and Trade (GATT) and the World Trade Organization (WTO). Deliberate efforts by the South African government were required to promote structural changes to the domestic motor industry by opening up the economy to international competition through a programme of tariff reduction and export promotion. The integration of the South African automotive industry into global markets would have been extremely difficult, if not impossible, without the MIDP and it would thus be safe to conclude that the economic performance of the researched would have been close to impossible if it was not for the MIDP. The MIDP, as an economic policy, has been embraced by the researched company as a "vehicle" to drive corporate goals in terms of value creation for all stakeholders. The research proposition that the MIDP as an economic policy has contributed to the economic performance of the researched company is examined. In this respect, Annual and Management Accounting reports were analyzed to determine the effect the MIDP has had on the researched company over the last ten years. In addition, two semi-structured interviews were also conducted with the Strategic Finance Planning executive and the Financial Controller of the company. The results show that the MIDP has had positive spin-offs for the researched company. The same results should be valid for the other original equipment manufacturers (OEMs) in the local automotive industry that have embraced the MIDP as a vehicle to create economic value added.
- Full Text:
An evaluation of building sustainability considerations in South Africa : a case of the SAIAB building
- Authors: Ngwadla, Xolisa
- Date: 2007
- Subjects: South African Institute for Aquatic Biodiversity Construction industry -- Environmental aspects -- South Africa Sustainable buildings -- Environmental aspects -- South Africa Sustainable buildings -- Design and construction -- South Africa Leadership in Energy and Environmental Design Green Building Rating System
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:821 , http://hdl.handle.net/10962/d1008375
- Description: The theory of sustainable development has received worldwide acceptance, and is characterised by the protection of environmental quality, social justice and economic development to ensure a quality of life for future generations. The concepts of sustainable development have transcended to all aspects of society, including the built environment through the Habitat Agenda and building sustainability rating tools. The thesis investigates the implications of sustainable development on how it relates to the building construction industry in South Africa. The study sought to evaluate the extent of consideration and motivation for the incorporation of sustainability criteria in building design, using the case of the South African Institute for Aquatic Biodiversity wet collection facility in Grahamstown. The goal of the thesis was achieved by evaluating sustainability considerations and barriers to adoption of sustainability criteria in the design of the SAlAB building, the rating of the building against the LEED ™ criteria, and evaluation of the applicability of the LEED ™ in the South African context. The importance of the research emanates from the fact that, despite the proliferation of sustainable development and sustainability rating tools in the world, there is no widely used building sustainability rating tool in South Africa, even though the country is industrialising with a very active built environment. The study therefore contributes to the body of knowledge necessary for the implementation of a building rating tool in the country, through an understanding of barriers to implementation. The research method used in the study was a case study with the intention of obtaining the design professional's considerations and challenges in the context of designing the SAIAB building. The case study used multiple data collection methods, with primary information obtained from interviews of professionals involved in the design of the building, whilst additional information was from analysis of technical drawings and review of literature on the subject. The findings of the research showed that there is an understanding of sustainability and consideration in the building industry even though there is no targeted intent to meet sustainability goals. The barriers to building sustainability were identified as lack of regulation, incentives, access to land, awareness, availability of professional codes and standards, economic costs and capacity. These barriers translated into a relatively low score, a silver rating for the SAlAB building when using the LEEDTM rating system. The implications of the findings suggests a need for the development of a comprehensive building sustainability rating tool suited for the South African context, with performance standards and a technical manual to support it. This should however be done in an environment where sustainability goals are supported by regulation and incentives have been developed.
- Full Text:
- Authors: Ngwadla, Xolisa
- Date: 2007
- Subjects: South African Institute for Aquatic Biodiversity Construction industry -- Environmental aspects -- South Africa Sustainable buildings -- Environmental aspects -- South Africa Sustainable buildings -- Design and construction -- South Africa Leadership in Energy and Environmental Design Green Building Rating System
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:821 , http://hdl.handle.net/10962/d1008375
- Description: The theory of sustainable development has received worldwide acceptance, and is characterised by the protection of environmental quality, social justice and economic development to ensure a quality of life for future generations. The concepts of sustainable development have transcended to all aspects of society, including the built environment through the Habitat Agenda and building sustainability rating tools. The thesis investigates the implications of sustainable development on how it relates to the building construction industry in South Africa. The study sought to evaluate the extent of consideration and motivation for the incorporation of sustainability criteria in building design, using the case of the South African Institute for Aquatic Biodiversity wet collection facility in Grahamstown. The goal of the thesis was achieved by evaluating sustainability considerations and barriers to adoption of sustainability criteria in the design of the SAlAB building, the rating of the building against the LEED ™ criteria, and evaluation of the applicability of the LEED ™ in the South African context. The importance of the research emanates from the fact that, despite the proliferation of sustainable development and sustainability rating tools in the world, there is no widely used building sustainability rating tool in South Africa, even though the country is industrialising with a very active built environment. The study therefore contributes to the body of knowledge necessary for the implementation of a building rating tool in the country, through an understanding of barriers to implementation. The research method used in the study was a case study with the intention of obtaining the design professional's considerations and challenges in the context of designing the SAIAB building. The case study used multiple data collection methods, with primary information obtained from interviews of professionals involved in the design of the building, whilst additional information was from analysis of technical drawings and review of literature on the subject. The findings of the research showed that there is an understanding of sustainability and consideration in the building industry even though there is no targeted intent to meet sustainability goals. The barriers to building sustainability were identified as lack of regulation, incentives, access to land, awareness, availability of professional codes and standards, economic costs and capacity. These barriers translated into a relatively low score, a silver rating for the SAlAB building when using the LEEDTM rating system. The implications of the findings suggests a need for the development of a comprehensive building sustainability rating tool suited for the South African context, with performance standards and a technical manual to support it. This should however be done in an environment where sustainability goals are supported by regulation and incentives have been developed.
- Full Text:
An exploratory investigation of the factors that influence the retention of knowledge workers at the National Energy Regulator of South Africa
- Authors: Nompula, Thami Ignatius
- Date: 2007
- Subjects: National Energy Regulator (South Africa) Knowledge workers
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:771 , http://hdl.handle.net/10962/d1003892
- Description: The research, investigating how a selected group of former BETD graduates understand and implement the theory of reflective practice, is a qualitative case study carried out in the Kavango region of Namibia. The study was shaped by one of the major policy emphases in Namibia’s post independence teacher education reform process - that of developing reflective teachers who actively participate in curriculum planning and take educational decisions based on their own judgment. A basic assumption underlying the study is that effective educational practice is dependent on practitioners thinking about what they are doing and acting on their reflections to improve practice. The study found that a fundamental problem preventing these teachers from implementing reflective practice in accordance with the Namibian educational reform process, is that the participating teachers neither understand the exact meaning of reflective practice nor do they have a common or shared view of the concept, in spite of their common qualifications. A key contributing factor to their problems withimplementing reflective practice is the lack of a deep understanding of the reform epistemology and pedagogy revealed by the three former BETD graduates selected for the research. These are the teachers referred to in the first paragraph: The first teacher is Helena, a teacher at Duduva primary school, the second teacher is Kalishe, also teaching at the same school as Helena and the third teacher is Darius at Ntja Junior secondary school. The qualitative approach employed for the study served to illuminate and highlight specific issues related to the implementation of reflective practice that will be of considerable value for the researcher in her capacity as a teacher educator. These included among others: • The teacher’s need for an understanding of the key principles on which reflection is based and how to translate these into practice. • The need for teachers to have a clear understanding of the role that learners play in the reflective process. • The need to revisit the Basic Education Teacher Diploma (BETD) education programme, because for teachers to reflect they need a sound subject knowledge on which to base their judgments. These aspects, as well as the identification of the factors in the school system that contribute to the failure of reflective practice, provide a foundation for finding real solutions to the problems identified.
- Full Text:
- Authors: Nompula, Thami Ignatius
- Date: 2007
- Subjects: National Energy Regulator (South Africa) Knowledge workers
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:771 , http://hdl.handle.net/10962/d1003892
- Description: The research, investigating how a selected group of former BETD graduates understand and implement the theory of reflective practice, is a qualitative case study carried out in the Kavango region of Namibia. The study was shaped by one of the major policy emphases in Namibia’s post independence teacher education reform process - that of developing reflective teachers who actively participate in curriculum planning and take educational decisions based on their own judgment. A basic assumption underlying the study is that effective educational practice is dependent on practitioners thinking about what they are doing and acting on their reflections to improve practice. The study found that a fundamental problem preventing these teachers from implementing reflective practice in accordance with the Namibian educational reform process, is that the participating teachers neither understand the exact meaning of reflective practice nor do they have a common or shared view of the concept, in spite of their common qualifications. A key contributing factor to their problems withimplementing reflective practice is the lack of a deep understanding of the reform epistemology and pedagogy revealed by the three former BETD graduates selected for the research. These are the teachers referred to in the first paragraph: The first teacher is Helena, a teacher at Duduva primary school, the second teacher is Kalishe, also teaching at the same school as Helena and the third teacher is Darius at Ntja Junior secondary school. The qualitative approach employed for the study served to illuminate and highlight specific issues related to the implementation of reflective practice that will be of considerable value for the researcher in her capacity as a teacher educator. These included among others: • The teacher’s need for an understanding of the key principles on which reflection is based and how to translate these into practice. • The need for teachers to have a clear understanding of the role that learners play in the reflective process. • The need to revisit the Basic Education Teacher Diploma (BETD) education programme, because for teachers to reflect they need a sound subject knowledge on which to base their judgments. These aspects, as well as the identification of the factors in the school system that contribute to the failure of reflective practice, provide a foundation for finding real solutions to the problems identified.
- Full Text:
An investigation of the response of entities in the South African JSE ICT sector in 2005 to environmental sustainability reporting
- Authors: Rafferty, Kevin Lee
- Date: 2007
- Subjects: Information technology -- South Africa Communication in organizations -- South Africa Sustainable development -- South Africa Social responsibility of business -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:753 , http://hdl.handle.net/10962/d1003874
- Description: Pressure is on organisations the world over to report to their stakeholders, not only on their economic performance, but also on their environmental and social performance. In South Africa the King II code of corporate governance provides the guidance and impetus for this integrated “triple bottom line” sustainability reporting. The ICT sector in South Africa has been cited as lagging behind other sectors with regards to sustainability reporting, particularly in environmental sustainability reporting. Many ICT organisations would appear to be using their office and service based existence as reasons for having little or no impact on the environment. The study of the impacts of ICT on environmental sustainability in this research suggests that this is not necessarily the case. An assessment tool based on the internationally recognised Global Reporting Initiative Guidelines was developed in this research to investigate the level of environmental sustainability reporting in the South African ICT sector. The investigation showed the level of environmental sustainability reporting in the sector’s 2005 annual reports to be low. To get an indication of the level of reporting in more developed countries, a small sample of international ICT and service organisations was assessed using the tool, which showed significantly higher levels of environmental sustainability reporting. A set of ICT specific environmental sustainability performance indicators are proposed to enhance and encourage more significant levels of environmental sustainability reporting in South Africa.
- Full Text:
- Authors: Rafferty, Kevin Lee
- Date: 2007
- Subjects: Information technology -- South Africa Communication in organizations -- South Africa Sustainable development -- South Africa Social responsibility of business -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:753 , http://hdl.handle.net/10962/d1003874
- Description: Pressure is on organisations the world over to report to their stakeholders, not only on their economic performance, but also on their environmental and social performance. In South Africa the King II code of corporate governance provides the guidance and impetus for this integrated “triple bottom line” sustainability reporting. The ICT sector in South Africa has been cited as lagging behind other sectors with regards to sustainability reporting, particularly in environmental sustainability reporting. Many ICT organisations would appear to be using their office and service based existence as reasons for having little or no impact on the environment. The study of the impacts of ICT on environmental sustainability in this research suggests that this is not necessarily the case. An assessment tool based on the internationally recognised Global Reporting Initiative Guidelines was developed in this research to investigate the level of environmental sustainability reporting in the South African ICT sector. The investigation showed the level of environmental sustainability reporting in the sector’s 2005 annual reports to be low. To get an indication of the level of reporting in more developed countries, a small sample of international ICT and service organisations was assessed using the tool, which showed significantly higher levels of environmental sustainability reporting. A set of ICT specific environmental sustainability performance indicators are proposed to enhance and encourage more significant levels of environmental sustainability reporting in South Africa.
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Competitive strategies and entry strategies of low cost airline incumbent 1time Airline
- Authors: Potgieter, Diane
- Date: 2007
- Subjects: 1time Airline (South Africa) 1time Airline (South Africa) -- Planning Airlines -- South Africa -- Management Airlines -- South Africa -- Marketing Airlines -- South Africa -- Cost of operation Competition -- South Africa Strategic planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:810 , http://hdl.handle.net/10962/d1007606
- Description: This dissertation reports on the factors that contributed to the successful entry strategy of 1time Airline, a low cost carrier, into the South African airline industry as well as its competitive strategies within this context. Research interviews were conducted in November 2005 and research material gathered until end January 2006. Key issues include an evaluation of 1time's business model in relation to other low cost entrants as well as against material sourced through interviews with 1time Airline management, employees and consumers of the airline's product. Porter's Generic Strategies and Five Forces model are used as a framework in evaluating the airline. It is found that Nohria, Joyce and Robertson's "4+2 Formula" is effectively implemented at the airline, but that further implementation of Game Theory in terms of alliances should be investigated for continued success and sustainability.
- Full Text:
- Authors: Potgieter, Diane
- Date: 2007
- Subjects: 1time Airline (South Africa) 1time Airline (South Africa) -- Planning Airlines -- South Africa -- Management Airlines -- South Africa -- Marketing Airlines -- South Africa -- Cost of operation Competition -- South Africa Strategic planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:810 , http://hdl.handle.net/10962/d1007606
- Description: This dissertation reports on the factors that contributed to the successful entry strategy of 1time Airline, a low cost carrier, into the South African airline industry as well as its competitive strategies within this context. Research interviews were conducted in November 2005 and research material gathered until end January 2006. Key issues include an evaluation of 1time's business model in relation to other low cost entrants as well as against material sourced through interviews with 1time Airline management, employees and consumers of the airline's product. Porter's Generic Strategies and Five Forces model are used as a framework in evaluating the airline. It is found that Nohria, Joyce and Robertson's "4+2 Formula" is effectively implemented at the airline, but that further implementation of Game Theory in terms of alliances should be investigated for continued success and sustainability.
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Opportunities for eco-efficiency at Summerpride Foods Ltd.: a pineapple processing factory
- Venters, Bruce Russell Ainsley
- Authors: Venters, Bruce Russell Ainsley
- Date: 2007
- Subjects: Summerpride Foods Ltd. (South Africa) Environmental protection -- South Africa Industries -- Environmental aspects -- South Africa Pineapple industry -- South Africa Environmental policy -- South Africa Sustainable development -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:787 , http://hdl.handle.net/10962/d1003908
- Description: International awareness and demands for the protection of the environment by the public on industry has only been pushed into the limelight in the past couple of decades. Prior to this it could be argued that it was accepted that environmental protection and economic development were at odds. However it has since been recognised that there is a need to achieve environmental sustainability, the concept of which was released in the 1987 Brundtland Report released by the United Nations. There are a number of ways that industry can reduce its impact on the environment and thus help reach this goal. While some advocated that stricter legislation would result in greater innovation by industry in “cleaning-up” its act, such as the Porter Hypothesis, there were also a number of new concepts and voluntary industry codes being developed. These new practices and codes have been promoted by organisations such as the International Chamber of Commerce and include technological improvements within organisations and improved resource productivity. The aim of this case study research was to find out what the environmental policy and related performance of Summerpride Foods Ltd, a pineapple processing factory in East London was and does an understanding of its environmental performance provide insights for improved efficiency. This involved the identification and analysis of what resources were used during the processing of pineapples as well as making recommendations that would result in increased efficiencies of their use. Due to the number of resources identified, only the use of water and coal which were ranked as having the highest impact were investigated further. The literature review showed that there are industry moves to applying cleaner production and eco-efficiency concepts as a means to attaining environmental sustainability. There are a number of voluntary environmental management system standards and codes that organisations can subscribe to with most probably the ISO 14001 standard being the most internationally recognised. There are many benefits to organisations adopting such standards. The use of lifecycle assessments is a useful tool that can be used to assess the environmental impact of a product through its entire life and thus enable one to identify all resources used and their impact, as well as to provide the information required to quantify areas where the greatest improvements can be made. The results of this research showed that at the start of the study, there was no formal environmental policy in place at Summerpride Foods Ltd and that this was starting to become a requirement with some customers. The detailed results which focused on water and coal usage showed that current operating methods do not recognise the importance of any wastage and that there are a number of changes that could be made that would not only result in better efficiency of use but would also result in substantial financial savings to the organisation. Summerpride Foods Ltd currently has a number of systems in place that help reduce its impact on the environment but these are not formally recorded. Summerpride Foods Ltd should adopt the principles of eco-efficiency and record all systems that impact on the environment. This would be the first step to attaining a formal environmental management system accreditation which due the increasing competitiveness of the international market in which Summerpride Foods Ltd operates, would give it a degree of advantage over those competing pineapples processing factories that do not have such accreditation.
- Full Text:
- Authors: Venters, Bruce Russell Ainsley
- Date: 2007
- Subjects: Summerpride Foods Ltd. (South Africa) Environmental protection -- South Africa Industries -- Environmental aspects -- South Africa Pineapple industry -- South Africa Environmental policy -- South Africa Sustainable development -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:787 , http://hdl.handle.net/10962/d1003908
- Description: International awareness and demands for the protection of the environment by the public on industry has only been pushed into the limelight in the past couple of decades. Prior to this it could be argued that it was accepted that environmental protection and economic development were at odds. However it has since been recognised that there is a need to achieve environmental sustainability, the concept of which was released in the 1987 Brundtland Report released by the United Nations. There are a number of ways that industry can reduce its impact on the environment and thus help reach this goal. While some advocated that stricter legislation would result in greater innovation by industry in “cleaning-up” its act, such as the Porter Hypothesis, there were also a number of new concepts and voluntary industry codes being developed. These new practices and codes have been promoted by organisations such as the International Chamber of Commerce and include technological improvements within organisations and improved resource productivity. The aim of this case study research was to find out what the environmental policy and related performance of Summerpride Foods Ltd, a pineapple processing factory in East London was and does an understanding of its environmental performance provide insights for improved efficiency. This involved the identification and analysis of what resources were used during the processing of pineapples as well as making recommendations that would result in increased efficiencies of their use. Due to the number of resources identified, only the use of water and coal which were ranked as having the highest impact were investigated further. The literature review showed that there are industry moves to applying cleaner production and eco-efficiency concepts as a means to attaining environmental sustainability. There are a number of voluntary environmental management system standards and codes that organisations can subscribe to with most probably the ISO 14001 standard being the most internationally recognised. There are many benefits to organisations adopting such standards. The use of lifecycle assessments is a useful tool that can be used to assess the environmental impact of a product through its entire life and thus enable one to identify all resources used and their impact, as well as to provide the information required to quantify areas where the greatest improvements can be made. The results of this research showed that at the start of the study, there was no formal environmental policy in place at Summerpride Foods Ltd and that this was starting to become a requirement with some customers. The detailed results which focused on water and coal usage showed that current operating methods do not recognise the importance of any wastage and that there are a number of changes that could be made that would not only result in better efficiency of use but would also result in substantial financial savings to the organisation. Summerpride Foods Ltd currently has a number of systems in place that help reduce its impact on the environment but these are not formally recorded. Summerpride Foods Ltd should adopt the principles of eco-efficiency and record all systems that impact on the environment. This would be the first step to attaining a formal environmental management system accreditation which due the increasing competitiveness of the international market in which Summerpride Foods Ltd operates, would give it a degree of advantage over those competing pineapples processing factories that do not have such accreditation.
- Full Text:
The influence of Micro-Finance Institutions (MFIs) on Micro and Small Enterprises (MSEs) in Kenya
- Authors: Ngatia, Ndiritu
- Date: 2007
- Subjects: Microfinance -- Kenya Financial institutions -- Kenya Small business -- Kenya
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:822 , http://hdl.handle.net/10962/d1009436
- Description: In Kenya, like in many developing countries, Micro and Small Enterprises (MSEs) have become the main focus for achieving the much-needed social and economic development and alleviating poverty. However, their development has been hampered by lack of access to appropriate financial and related services. Micro financing has been seen as a viable alternative to providing financial services to entrepreneurs in the MSE sector. The focus of this study was to explore the role of MFIs in the development of MSEs and to see if there are ways in which this role can be enhanced to better support the growth of MSEs. Such enhancement would contribute greatly towards government efforts to foster social-economic development. The results of the research indicate that generally, MFIs appear to have positively influenced the growth of MSE in Kenya and have potential to further influence MSE growth. There were however a number areas that if paid attention to could enhance this influence. These include the need for MFIs to offer supportive services as opposed to merely credit facilities to MSEs and the need for government intervention by putting in place a suitable Act to regulate the operations of MFIs.
- Full Text:
- Authors: Ngatia, Ndiritu
- Date: 2007
- Subjects: Microfinance -- Kenya Financial institutions -- Kenya Small business -- Kenya
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:822 , http://hdl.handle.net/10962/d1009436
- Description: In Kenya, like in many developing countries, Micro and Small Enterprises (MSEs) have become the main focus for achieving the much-needed social and economic development and alleviating poverty. However, their development has been hampered by lack of access to appropriate financial and related services. Micro financing has been seen as a viable alternative to providing financial services to entrepreneurs in the MSE sector. The focus of this study was to explore the role of MFIs in the development of MSEs and to see if there are ways in which this role can be enhanced to better support the growth of MSEs. Such enhancement would contribute greatly towards government efforts to foster social-economic development. The results of the research indicate that generally, MFIs appear to have positively influenced the growth of MSE in Kenya and have potential to further influence MSE growth. There were however a number areas that if paid attention to could enhance this influence. These include the need for MFIs to offer supportive services as opposed to merely credit facilities to MSEs and the need for government intervention by putting in place a suitable Act to regulate the operations of MFIs.
- Full Text:
The relationship between individual needs and the choice of incentive schemes in the South African Breweries
- Authors: Long, Allan
- Date: 2007
- Subjects: South African Breweries Ltd. Incentives in industry -- South Africa Workers' compensation -- South Africa Performance -- Management Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:800 , http://hdl.handle.net/10962/d1006119
- Description: After careful review of all the relevant literature pertaining to motivation, performance management and compensation in the form of incentives, this thesis focuses primarily on determining whether a statistically significant relationship exists between individual needs and the choice of an incentive scheme option. The secondary aims of the research are to determine whether: A relationship exists between the job grade of an individual and the choice of an incentive scheme. A particular incentive scheme option is preferred by the employees in The South African Breweries (SAB). A particular preference exists, and if so, to make recommendations to SAB for consideration as alternatives to their existing incentive scheme options. After collation of the survey data from the respondents in the sample, the analysis and discussion of the results determined that no significant relationship exists between individual needs and the choice of an incentive scheme option. It was, however, determined that a significant relationship exists between the grade of the employees in SAB and their choice of an incentive scheme. 81% of all respondents indicated a desire for shares as an option in their Short Term Incentives (STI) which indicates a desire for shares in some form or another and may well indicate a level of confidence and commitment by the employees to the organisation. Although the research hypothesis was not proven, significant insights into remuneration within SAB was obtained, which has resulted in recommendations being made for further research into the option of shares in some form or another in the organisation. A further recommendation for SAB is to consider some form of share options for all employees in the organisation. As many other organisations that are performing at remarkable levels attest this performance to share ownership and the behaviour that emanates from it, it would be in the interests of SAB to further investigate the issue as it may improve performance, ownership and retention within the company.
- Full Text:
- Authors: Long, Allan
- Date: 2007
- Subjects: South African Breweries Ltd. Incentives in industry -- South Africa Workers' compensation -- South Africa Performance -- Management Employee motivation
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:800 , http://hdl.handle.net/10962/d1006119
- Description: After careful review of all the relevant literature pertaining to motivation, performance management and compensation in the form of incentives, this thesis focuses primarily on determining whether a statistically significant relationship exists between individual needs and the choice of an incentive scheme option. The secondary aims of the research are to determine whether: A relationship exists between the job grade of an individual and the choice of an incentive scheme. A particular incentive scheme option is preferred by the employees in The South African Breweries (SAB). A particular preference exists, and if so, to make recommendations to SAB for consideration as alternatives to their existing incentive scheme options. After collation of the survey data from the respondents in the sample, the analysis and discussion of the results determined that no significant relationship exists between individual needs and the choice of an incentive scheme option. It was, however, determined that a significant relationship exists between the grade of the employees in SAB and their choice of an incentive scheme. 81% of all respondents indicated a desire for shares as an option in their Short Term Incentives (STI) which indicates a desire for shares in some form or another and may well indicate a level of confidence and commitment by the employees to the organisation. Although the research hypothesis was not proven, significant insights into remuneration within SAB was obtained, which has resulted in recommendations being made for further research into the option of shares in some form or another in the organisation. A further recommendation for SAB is to consider some form of share options for all employees in the organisation. As many other organisations that are performing at remarkable levels attest this performance to share ownership and the behaviour that emanates from it, it would be in the interests of SAB to further investigate the issue as it may improve performance, ownership and retention within the company.
- Full Text:
The relationship between leadership style and employee commitment: an exploratory study in an electricity utility of South Africa
- Authors: Nyengane, Mongezi Hutton
- Date: 2007
- Subjects: Eskom (Firm) -- Management Leadership -- South Africa -- Eastern Cape Management -- Employee participation -- South Africa -- Eastern Cape Organizational behavior -- South Africa -- Eastern Cape Employee motivation -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:759 , http://hdl.handle.net/10962/d1003880
- Description: This research investigates the relationship between leadership styles and different types of organisational commitment in Eskom Eastern Region. The literature provided discusses the leadership and organisational commitment. Information was gathered, using two instruments, from a sample of 86 leaders and 334 raters. The Multifactor Leadership Questionnaire, which was formulated from Bass and Avolio’s (1997) Full Range Leadership Development Theory, was used to determine leadership style within the organisation. Employee commitment was captured using Bagraim’s (2004) Organisational Commitment, a South African adaptation of Meyer and Allen’s (1997) Three-Component Model of employee commitment. Leadership was identified as the independent variable and organisational commitment as the dependent variable. Data obtained from each of the research instruments was then statistically analysed. Two-tailed correlation analysis showed that although the relationship is not strong, there is a positive relationship between the transformational leadership behaviours and commitment (affective commitment, continuance commitment and normative commitment). The correlation analysis also indicates a weak, but significant, positive relationship between transactional leadership behaviours and continuance commitment. However, no statistically significant correlation was found between transactional leadership behaviours and affective commitment as well as between transactional leadership behaviours and normative commitment. The correlation results showed a weak, but significant, negative correlation between laissez-faire leadership behaviours and affective commitment. There was no statistically significant correlation between laissez-faire leadership behaviours and continuance commitment as well as between laissez-faire leadership behaviours and normative commitment. Overall findings from this study suggest that transformational and transactional leadership behaviours do play important roles in determining levels of affective commitment, continuance commitment and normative commitment. These findings also reveal that the laissez-faire leadership behaviour had a negative relationship with affective commitment. This research therefore adds a new dimension to the body of literature that will help researchers’ efforts to understand the relationship between leadership style and organisational commitment. As this research takes place in the South African context, it contributes to the bank of findings relating to the development of organisational commitment.
- Full Text:
- Authors: Nyengane, Mongezi Hutton
- Date: 2007
- Subjects: Eskom (Firm) -- Management Leadership -- South Africa -- Eastern Cape Management -- Employee participation -- South Africa -- Eastern Cape Organizational behavior -- South Africa -- Eastern Cape Employee motivation -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:759 , http://hdl.handle.net/10962/d1003880
- Description: This research investigates the relationship between leadership styles and different types of organisational commitment in Eskom Eastern Region. The literature provided discusses the leadership and organisational commitment. Information was gathered, using two instruments, from a sample of 86 leaders and 334 raters. The Multifactor Leadership Questionnaire, which was formulated from Bass and Avolio’s (1997) Full Range Leadership Development Theory, was used to determine leadership style within the organisation. Employee commitment was captured using Bagraim’s (2004) Organisational Commitment, a South African adaptation of Meyer and Allen’s (1997) Three-Component Model of employee commitment. Leadership was identified as the independent variable and organisational commitment as the dependent variable. Data obtained from each of the research instruments was then statistically analysed. Two-tailed correlation analysis showed that although the relationship is not strong, there is a positive relationship between the transformational leadership behaviours and commitment (affective commitment, continuance commitment and normative commitment). The correlation analysis also indicates a weak, but significant, positive relationship between transactional leadership behaviours and continuance commitment. However, no statistically significant correlation was found between transactional leadership behaviours and affective commitment as well as between transactional leadership behaviours and normative commitment. The correlation results showed a weak, but significant, negative correlation between laissez-faire leadership behaviours and affective commitment. There was no statistically significant correlation between laissez-faire leadership behaviours and continuance commitment as well as between laissez-faire leadership behaviours and normative commitment. Overall findings from this study suggest that transformational and transactional leadership behaviours do play important roles in determining levels of affective commitment, continuance commitment and normative commitment. These findings also reveal that the laissez-faire leadership behaviour had a negative relationship with affective commitment. This research therefore adds a new dimension to the body of literature that will help researchers’ efforts to understand the relationship between leadership style and organisational commitment. As this research takes place in the South African context, it contributes to the bank of findings relating to the development of organisational commitment.
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Action research on leadership style, and relationships in an East London law firm
- Authors: Stoltz, Tania
- Date: 2008
- Subjects: Action research Law offices Leadership Law firms--South Africa--East London Law offices--South Africa--East London
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:798 , http://hdl.handle.net/10962/d1004592
- Description: "Good leadership springs from a genuine passion for the work and a genuine concern for other people. Great Leaders are people who love what they do and want to share that love with others. " (Daft, 2005:20). During an informal discussion with my husband Hugo Daniels, the leader in this Action Research Case Study, it became apparent that lawyers do not attend a single module or complete a single subject during their formal training at university to obtain their law degree that is related to the field of leadership and how to lead, inspire and motivate followers. The discussion centered on the problems the leader was experiencing in his East London law firm, problems he believed to be as a result of his lack of knowledge in the field of leadership. And so this research project began. It was obvious from the start that to intervene in the firm in order to bring about change would need the participation of everyone in the firm. The first step towards facilitating change would be to change the leadership style of the director of the firm. He would be required to gain knowledge in the field of leadership and the effects that different leadership styles have on followers. At the same time staff's perception of the current leadership style would have to be determined, as well as the desired style for their leader. The research process could then begin, based on the needs expressed by the staff and with participation from all levels in the firm. The case involved 27 members of staff made up of three heads of departments, twenty three general staff members and the leader. Data was gathered through formal interviews with the leader and the heads of departments, as well as from personal journals kept by two heads of departments and the leader. General staff members were first asked to complete The Productive Practice Survey (Hall 1987) to determine their perceptions of the current leadership style in the firm and what they thought they needed from their leader if the firm is to move forward. The Productive Practice Survey (Hall 1987) was not used with the intention of gathering quantitative data, but rather as a means of gathering information of staff's perception in general while ensuring anonymity, so as to facilitate a discussion during a feedback session. The Productive Survey's (Hall 1987) content and working is explained in further detail in Chapter 3 on page 44. Initially participants were skeptical of the process and used the survey as a medium to lash out against the firm and Hugo Daniels as a leader, leaving no room for suggestions for improvement, an "it is what it is" approach. During the feedback session general staff members became more open when they realized that change would benefit them, as changes would be suggested by them and implemented with their participation. They became less reluctant about change and provided valuable input during the session. All participants understood that this Participatory Action Research intervention was only the beginning of change in the firm and the sustainability of the changes rests on the firm as a whole, and working towards it would be a continuous process not ending with the Participatory Action Research process.
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- Authors: Stoltz, Tania
- Date: 2008
- Subjects: Action research Law offices Leadership Law firms--South Africa--East London Law offices--South Africa--East London
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:798 , http://hdl.handle.net/10962/d1004592
- Description: "Good leadership springs from a genuine passion for the work and a genuine concern for other people. Great Leaders are people who love what they do and want to share that love with others. " (Daft, 2005:20). During an informal discussion with my husband Hugo Daniels, the leader in this Action Research Case Study, it became apparent that lawyers do not attend a single module or complete a single subject during their formal training at university to obtain their law degree that is related to the field of leadership and how to lead, inspire and motivate followers. The discussion centered on the problems the leader was experiencing in his East London law firm, problems he believed to be as a result of his lack of knowledge in the field of leadership. And so this research project began. It was obvious from the start that to intervene in the firm in order to bring about change would need the participation of everyone in the firm. The first step towards facilitating change would be to change the leadership style of the director of the firm. He would be required to gain knowledge in the field of leadership and the effects that different leadership styles have on followers. At the same time staff's perception of the current leadership style would have to be determined, as well as the desired style for their leader. The research process could then begin, based on the needs expressed by the staff and with participation from all levels in the firm. The case involved 27 members of staff made up of three heads of departments, twenty three general staff members and the leader. Data was gathered through formal interviews with the leader and the heads of departments, as well as from personal journals kept by two heads of departments and the leader. General staff members were first asked to complete The Productive Practice Survey (Hall 1987) to determine their perceptions of the current leadership style in the firm and what they thought they needed from their leader if the firm is to move forward. The Productive Practice Survey (Hall 1987) was not used with the intention of gathering quantitative data, but rather as a means of gathering information of staff's perception in general while ensuring anonymity, so as to facilitate a discussion during a feedback session. The Productive Survey's (Hall 1987) content and working is explained in further detail in Chapter 3 on page 44. Initially participants were skeptical of the process and used the survey as a medium to lash out against the firm and Hugo Daniels as a leader, leaving no room for suggestions for improvement, an "it is what it is" approach. During the feedback session general staff members became more open when they realized that change would benefit them, as changes would be suggested by them and implemented with their participation. They became less reluctant about change and provided valuable input during the session. All participants understood that this Participatory Action Research intervention was only the beginning of change in the firm and the sustainability of the changes rests on the firm as a whole, and working towards it would be a continuous process not ending with the Participatory Action Research process.
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An analysis of the implementation of sustainability principles in Buffalo City Municipality
- Authors: Mniki, Phumzile
- Date: 2008
- Subjects: Buffalo City (South Africa) Local government -- South Africa -- Eastern Cape -- Case studies Municipal government -- South Africa -- Eastern Cape -- Case studies Sustainable development -- South Africa -- Eastern Cape -- Case studies Strategic planning -- South Africa -- Eastern Cape -- Case studies Economic development -- South Africa -- Eastern Cape -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:790 , http://hdl.handle.net/10962/d1003941
- Description: This study investigated the planning, implementation and monitoring of sustainability principles in Buffalo City Municipality (BCM), in the Eastern Cape Province. It also analysed how reporting on sustainability principles was done at this municipality. The research was conducted as a qualitative case study that used analyses of documents, questionnaires and interviews to gather data. All respondents were involved with BCM, some as municipal officials in key positions in the different directorates and others as councillors. The study was contextualised within the area of sustainable development at local government level. The focus was on how the mandate of sustainable local development at local government level was met in BCM. The focus was on the planning, implementation and monitoring of stipulations of Local Agenda 21 and sustainability principles. The study focused on the provision of basic services; inter-generational equity; integration of economic, social and environmental aspects; community involvement; institutional capacity building; partnerships, and global links. The study established that Buffalo City Municipality incorporated sustainability in its vision. There was a lack of common understanding of the meaning of sustainability. Sustainability principles featured prominently at the integrated development planning phase but were less explicitly mentioned in the implementation, monitoring and reporting phases. Sustainability principles were subsumed in the developmental goals of the municipality. The study also highlighted the need for a strategy to have an institution-wide implementation of sustainability principles which would incorporate raising awareness about sustainability and its value.
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- Authors: Mniki, Phumzile
- Date: 2008
- Subjects: Buffalo City (South Africa) Local government -- South Africa -- Eastern Cape -- Case studies Municipal government -- South Africa -- Eastern Cape -- Case studies Sustainable development -- South Africa -- Eastern Cape -- Case studies Strategic planning -- South Africa -- Eastern Cape -- Case studies Economic development -- South Africa -- Eastern Cape -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:790 , http://hdl.handle.net/10962/d1003941
- Description: This study investigated the planning, implementation and monitoring of sustainability principles in Buffalo City Municipality (BCM), in the Eastern Cape Province. It also analysed how reporting on sustainability principles was done at this municipality. The research was conducted as a qualitative case study that used analyses of documents, questionnaires and interviews to gather data. All respondents were involved with BCM, some as municipal officials in key positions in the different directorates and others as councillors. The study was contextualised within the area of sustainable development at local government level. The focus was on how the mandate of sustainable local development at local government level was met in BCM. The focus was on the planning, implementation and monitoring of stipulations of Local Agenda 21 and sustainability principles. The study focused on the provision of basic services; inter-generational equity; integration of economic, social and environmental aspects; community involvement; institutional capacity building; partnerships, and global links. The study established that Buffalo City Municipality incorporated sustainability in its vision. There was a lack of common understanding of the meaning of sustainability. Sustainability principles featured prominently at the integrated development planning phase but were less explicitly mentioned in the implementation, monitoring and reporting phases. Sustainability principles were subsumed in the developmental goals of the municipality. The study also highlighted the need for a strategy to have an institution-wide implementation of sustainability principles which would incorporate raising awareness about sustainability and its value.
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An assessment of the service quality expectations and perceptions of the patients of Awali Hospital in the Kingdom of Bahrain
- Authors: Luke, Gary Joseph
- Date: 2008
- Subjects: Awali Hospital Hospitals, Proprietary -- Bahrain Hospital care -- Quality control -- Bahrain Hospital care -- Evaluation -- Bahrain Customer services -- Rating of -- Bahrain Quality assurance
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:730 , http://hdl.handle.net/10962/d1003850
- Description: The quality of service from a hospital is the number one factor that will either turn a customer/patient away or make one for life. More and more hospitals are competing for greater shares in the market and customer-driven quality management is becoming the preferred method for improving their performance. Awali hospital is a private hospital in the Kingdom of Bahrain. It is a small 35-bed hospital that offers private medical services to the public. The hospital was originally built to serve the Bahrain Petroleum Company (Bapco) refinery workers but later opened its doors to the public. With the introduction of private patients came higher expectations of quality and higher demands on the overall services. A number of service quality shortfalls were identified over the years but never identified quantitatively by a patient evaluation survey. An English and Arabic version of the questionnaire based on SERVQUAL (Zeithaml, Parasuraman and Berry, 1988) was developed and placed in Awali hospital to test these service quality shortfalls. This study intends to evaluate these areas by answering questions about the relevant areas of service provided by the hospital. It measured patient satisfaction by looking at human aspects of service (responsiveness, reliability, empathy and assurance) with only one factor of the instrument being devoted to the non-human aspect of care rendered (tangibles). The SERVQUAL instrument has five dimensions that were measured by 21 pairs of item statements. One statement from each pair reflects perceptions, the other expectations. Measurement was accomplished by subtracting expectation from perceptions resulting in a service quality score. Positive or zero scores would reflect ideal or adequate service quality offered by the hospital. A negative score would be indicative of a service experience that did not meet customer expectations. Using the SERVQUAL questionnaire provided, quantifiable reasoning to the research questions in each dimension could be obtained so that precision, objectivity and rigour replaced hunches, experience and intuition as a means of investigating problem areas. Customers were first asked to supply some additional demographic information, for example gender, number of hospital visits, nationality, patient type (Bapco worker, general practitioner referred or private) and type of visit (inpatient, outpatient or both). They werethen asked to rate the hospital service on a 7-point Likert scale ranging from Strongly Agree (7) to Strongly Disagree (1). At the end of the questionnaire was space to write open comments. In total 600 paper questionnaires were distributed in the hospital, 300 English and 300 Arabic. Another 150 electronic questionnaires via emails were sent to refinery workers. Of the total 750 questionnaires distributed 162 were returned of which 156 (or 21.6%) could be statistically analysed. The empirical data results showed that the perception scores were significantly different at the p < 0.05 level from expectation scores. All the service quality differences (SQ=P-E) were negatively scored. This indicated that patients were not satisfied in all five dimensions of services offered by the hospital. Of the five dimensions responsiveness had the largest difference with assurance and reliability following with no significant differences between them. The demographic information revealed some interesting differences between the groups. Of all the demographic groups the most significant differences were between groups, “patient types” and “types of visit”, which showed differences between private patients and refinery workers and patients who used the hospital only as an outpatient and patients who used both services, outpatient and inpatient. In terms of the managerial implications, it was recommended that Awali hospital look to closing Gaps 1-4 of the SERVQUAL gap model which would result in closing the consumer gap, Gap 5. A process model for continuous measurement and improvement of service quality was recommended that looks at asking questions about how the hospital is performing. By adopting some of the recommendations identified in the research questions, Awali hospital could improve their quality of service, and as a consequence, their customer satisfaction and loyalty.
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- Authors: Luke, Gary Joseph
- Date: 2008
- Subjects: Awali Hospital Hospitals, Proprietary -- Bahrain Hospital care -- Quality control -- Bahrain Hospital care -- Evaluation -- Bahrain Customer services -- Rating of -- Bahrain Quality assurance
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:730 , http://hdl.handle.net/10962/d1003850
- Description: The quality of service from a hospital is the number one factor that will either turn a customer/patient away or make one for life. More and more hospitals are competing for greater shares in the market and customer-driven quality management is becoming the preferred method for improving their performance. Awali hospital is a private hospital in the Kingdom of Bahrain. It is a small 35-bed hospital that offers private medical services to the public. The hospital was originally built to serve the Bahrain Petroleum Company (Bapco) refinery workers but later opened its doors to the public. With the introduction of private patients came higher expectations of quality and higher demands on the overall services. A number of service quality shortfalls were identified over the years but never identified quantitatively by a patient evaluation survey. An English and Arabic version of the questionnaire based on SERVQUAL (Zeithaml, Parasuraman and Berry, 1988) was developed and placed in Awali hospital to test these service quality shortfalls. This study intends to evaluate these areas by answering questions about the relevant areas of service provided by the hospital. It measured patient satisfaction by looking at human aspects of service (responsiveness, reliability, empathy and assurance) with only one factor of the instrument being devoted to the non-human aspect of care rendered (tangibles). The SERVQUAL instrument has five dimensions that were measured by 21 pairs of item statements. One statement from each pair reflects perceptions, the other expectations. Measurement was accomplished by subtracting expectation from perceptions resulting in a service quality score. Positive or zero scores would reflect ideal or adequate service quality offered by the hospital. A negative score would be indicative of a service experience that did not meet customer expectations. Using the SERVQUAL questionnaire provided, quantifiable reasoning to the research questions in each dimension could be obtained so that precision, objectivity and rigour replaced hunches, experience and intuition as a means of investigating problem areas. Customers were first asked to supply some additional demographic information, for example gender, number of hospital visits, nationality, patient type (Bapco worker, general practitioner referred or private) and type of visit (inpatient, outpatient or both). They werethen asked to rate the hospital service on a 7-point Likert scale ranging from Strongly Agree (7) to Strongly Disagree (1). At the end of the questionnaire was space to write open comments. In total 600 paper questionnaires were distributed in the hospital, 300 English and 300 Arabic. Another 150 electronic questionnaires via emails were sent to refinery workers. Of the total 750 questionnaires distributed 162 were returned of which 156 (or 21.6%) could be statistically analysed. The empirical data results showed that the perception scores were significantly different at the p < 0.05 level from expectation scores. All the service quality differences (SQ=P-E) were negatively scored. This indicated that patients were not satisfied in all five dimensions of services offered by the hospital. Of the five dimensions responsiveness had the largest difference with assurance and reliability following with no significant differences between them. The demographic information revealed some interesting differences between the groups. Of all the demographic groups the most significant differences were between groups, “patient types” and “types of visit”, which showed differences between private patients and refinery workers and patients who used the hospital only as an outpatient and patients who used both services, outpatient and inpatient. In terms of the managerial implications, it was recommended that Awali hospital look to closing Gaps 1-4 of the SERVQUAL gap model which would result in closing the consumer gap, Gap 5. A process model for continuous measurement and improvement of service quality was recommended that looks at asking questions about how the hospital is performing. By adopting some of the recommendations identified in the research questions, Awali hospital could improve their quality of service, and as a consequence, their customer satisfaction and loyalty.
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An evaluation of the process and impact of outsourcing information technology (IT) services by Eastern Cape Treasury Department (ECTD) to the State Information Technology Agency (SITA)
- Authors: Mdlokovi, Lulama Reuben
- Date: 2008
- Subjects: State Information Technology Agency (South Africa) Administrative agencies -- South Africa Information technology -- Management Technology -- Information services Information services industry Telecommunication Value-added networks (Computer networks)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:743 , http://hdl.handle.net/10962/d1003864
- Description: The aim of this research is to evaluate the process and impact of outsourcing information technology (IT) services of Eastern Cape Treasury Department (ECTD) to State Information Technology Agency (SITA). This research study has been prompted by the fact that the South African Government through the National Department of Public Service and Administration has established SITA with a sole purpose of improving service delivery by all national, provincial and local government departments. The researcher’s concern is whether the relationship between SITA and these departments is working or not. The research paradigm adopted is a constructivist approach and the ontological position adopted assumed multiple realities. The research method used in this study is the evaluation research method. Key to the research procedure was the fact that four senior officials were interviewed using audio recording, where in two were each chosen from SITA and ECTD. The researcher used document analysis and interviews as a means of collecting data. Separate open-ended questions for SITA and ECTD were structured in such a way that it would be easy to extract themes describing the details of a particular question. The researcher made use of thematic analysis. The theory drive-code development process was key in the research analysis. ECTD outsourced to SITA the following IT services, namely, provision or maintenance of a private telecommunication network (PTN) or a value-added network (VAN); transversal information systems and its data-processing or associated services; training in IT/IS; application software development; maintenance services for IT software or infrastructure; data-processing or associated services for specific IT applications or systems such as website development; and IT support. The interviewed officials from ECTD contend that they used the SCM Guide and SITA ACT when pursuing IT outsourcing for projects such as those listed above. One of the key projects outsourced to SITA is the IFMS, which is a project programme of the National Treasury Department working closely with provinces (e.g. ECTD), National Department of Public Service and Administration (NDPSA) and SITA. The IFMS project has been implemented following the SCM guidelines. The key SCM Guide components are demand, acquisition, logistics, and disposal management. The engagement model used by SITA to guide them on the process of engaging in an IT outsourcing relationship has, according to the officials interviewed, been a success. SITA uses a standard contract wherein other specific contracts receive minor adjustments. The impact of IT outsourcing has shown increases in customer satisfaction improvement, transformation of government procurement and provisioning practices, appointment of Consultants, interpretation of the Preferential Procurement Policy, promotion of the consistent application of Best Practices, information systems security environment, and improving service delivery.
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- Authors: Mdlokovi, Lulama Reuben
- Date: 2008
- Subjects: State Information Technology Agency (South Africa) Administrative agencies -- South Africa Information technology -- Management Technology -- Information services Information services industry Telecommunication Value-added networks (Computer networks)
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:743 , http://hdl.handle.net/10962/d1003864
- Description: The aim of this research is to evaluate the process and impact of outsourcing information technology (IT) services of Eastern Cape Treasury Department (ECTD) to State Information Technology Agency (SITA). This research study has been prompted by the fact that the South African Government through the National Department of Public Service and Administration has established SITA with a sole purpose of improving service delivery by all national, provincial and local government departments. The researcher’s concern is whether the relationship between SITA and these departments is working or not. The research paradigm adopted is a constructivist approach and the ontological position adopted assumed multiple realities. The research method used in this study is the evaluation research method. Key to the research procedure was the fact that four senior officials were interviewed using audio recording, where in two were each chosen from SITA and ECTD. The researcher used document analysis and interviews as a means of collecting data. Separate open-ended questions for SITA and ECTD were structured in such a way that it would be easy to extract themes describing the details of a particular question. The researcher made use of thematic analysis. The theory drive-code development process was key in the research analysis. ECTD outsourced to SITA the following IT services, namely, provision or maintenance of a private telecommunication network (PTN) or a value-added network (VAN); transversal information systems and its data-processing or associated services; training in IT/IS; application software development; maintenance services for IT software or infrastructure; data-processing or associated services for specific IT applications or systems such as website development; and IT support. The interviewed officials from ECTD contend that they used the SCM Guide and SITA ACT when pursuing IT outsourcing for projects such as those listed above. One of the key projects outsourced to SITA is the IFMS, which is a project programme of the National Treasury Department working closely with provinces (e.g. ECTD), National Department of Public Service and Administration (NDPSA) and SITA. The IFMS project has been implemented following the SCM guidelines. The key SCM Guide components are demand, acquisition, logistics, and disposal management. The engagement model used by SITA to guide them on the process of engaging in an IT outsourcing relationship has, according to the officials interviewed, been a success. SITA uses a standard contract wherein other specific contracts receive minor adjustments. The impact of IT outsourcing has shown increases in customer satisfaction improvement, transformation of government procurement and provisioning practices, appointment of Consultants, interpretation of the Preferential Procurement Policy, promotion of the consistent application of Best Practices, information systems security environment, and improving service delivery.
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Barriers and drivers to the implementation of the "clean development mechanism" within the Nelson Mandela Bay Municipality: a case study
- Authors: Wilson, Craig Michael
- Date: 2008
- Subjects: Nelson Mandela Metropolitan Municipality (Eastern Cape, South Africa) Local government -- South Africa -- Eastern Cape -- Case studies Climatic changes -- South Africa -- Eastern Cape -- Case studies Greenhouse gases -- Environmental aspects -- South Africa -- Eastern Cape -- Case studies Environmental economics -- South Africa -- Eastern Cape -- Case studies Greenhouse effect, Atmospheric Global warming
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:731 , http://hdl.handle.net/10962/d1003851
- Description: The global threat of climate change is one of the most crucial environmental issues facing the world in modern times. In response to this threat, international governments have drafted the Kyoto Protocol which included the Clean Development Mechanism (CDM). The CDM is a scheme which invited developing countries, like South Africa, to become involved in climate change mitigation projects. While South Africa has been identified as an attractive host country for CDM projects, research has revealed that it lags behind other developing countries in this regard. This study provides a theoretical background to the CDM and grounds the subject within the field of Environmental Economics. Following a literature review of factors that could influence the involvement of a municipality in CDM projects, this thesis undertook a case study of the barriers and drivers to CDM implementation within the Nelson Mandela Bay Municipality (NMBM). Use was made of semi-structured interviews, where a questionnaire was used to guide the researcher’s interview process. Five NMBM officers, who were likely to have been involved with CDM project implementation, were interviewed. Data collected was analyzed using a coding technique and was compared and contrasted to the literature in a process of explanation building. It was possible to elicit 14 factors that acted as CDM-barriers; seven that acted as CDM-drivers; and 10 that were required to change within the NMBM to encourage greater CDM involvement. Of the barriers, lack of awareness, poor political will and lack of funding emerged as the most inhibiting. Of the CDM-drivers, the potential financial benefits; ownership of infrastructure capable of producing carbon assets; and technology transfer emerged as the factors most likely to promote CDM involvement. With regards the factors that require change, it emerged that a positive response would result from a proactive stance by National Government on the CDM; the use of Public-Private-Partnerships to facilitate CDM projects; and improved communication and capacity building within the NMBM and the Nelson Mandela Bay business community. The main recommendation offered to the NMBM was for it to draft a Sustainable Development Policy as well as a formal sustainable development strategy to drive a coherent and consolidated approach to the Municipality’s involvement with CDM projects. Further, it was proposed that the NMBM should, lobby National Government for it to promulgate enabling legislation and a framework which would encourage CDM investment in South Africa; and engage with local business to promote the active involvement of the Nelson Mandela Bay with the implementation of CDM projects. Keywords: Global Warming, Kyoto Protocol, Clean Development Mechanism, Sustainable Development, Environmental Economics, Public Sector, Nelson Mandela Bay Municipality.
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- Authors: Wilson, Craig Michael
- Date: 2008
- Subjects: Nelson Mandela Metropolitan Municipality (Eastern Cape, South Africa) Local government -- South Africa -- Eastern Cape -- Case studies Climatic changes -- South Africa -- Eastern Cape -- Case studies Greenhouse gases -- Environmental aspects -- South Africa -- Eastern Cape -- Case studies Environmental economics -- South Africa -- Eastern Cape -- Case studies Greenhouse effect, Atmospheric Global warming
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:731 , http://hdl.handle.net/10962/d1003851
- Description: The global threat of climate change is one of the most crucial environmental issues facing the world in modern times. In response to this threat, international governments have drafted the Kyoto Protocol which included the Clean Development Mechanism (CDM). The CDM is a scheme which invited developing countries, like South Africa, to become involved in climate change mitigation projects. While South Africa has been identified as an attractive host country for CDM projects, research has revealed that it lags behind other developing countries in this regard. This study provides a theoretical background to the CDM and grounds the subject within the field of Environmental Economics. Following a literature review of factors that could influence the involvement of a municipality in CDM projects, this thesis undertook a case study of the barriers and drivers to CDM implementation within the Nelson Mandela Bay Municipality (NMBM). Use was made of semi-structured interviews, where a questionnaire was used to guide the researcher’s interview process. Five NMBM officers, who were likely to have been involved with CDM project implementation, were interviewed. Data collected was analyzed using a coding technique and was compared and contrasted to the literature in a process of explanation building. It was possible to elicit 14 factors that acted as CDM-barriers; seven that acted as CDM-drivers; and 10 that were required to change within the NMBM to encourage greater CDM involvement. Of the barriers, lack of awareness, poor political will and lack of funding emerged as the most inhibiting. Of the CDM-drivers, the potential financial benefits; ownership of infrastructure capable of producing carbon assets; and technology transfer emerged as the factors most likely to promote CDM involvement. With regards the factors that require change, it emerged that a positive response would result from a proactive stance by National Government on the CDM; the use of Public-Private-Partnerships to facilitate CDM projects; and improved communication and capacity building within the NMBM and the Nelson Mandela Bay business community. The main recommendation offered to the NMBM was for it to draft a Sustainable Development Policy as well as a formal sustainable development strategy to drive a coherent and consolidated approach to the Municipality’s involvement with CDM projects. Further, it was proposed that the NMBM should, lobby National Government for it to promulgate enabling legislation and a framework which would encourage CDM investment in South Africa; and engage with local business to promote the active involvement of the Nelson Mandela Bay with the implementation of CDM projects. Keywords: Global Warming, Kyoto Protocol, Clean Development Mechanism, Sustainable Development, Environmental Economics, Public Sector, Nelson Mandela Bay Municipality.
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