An evaluation of the performance management and development system of the Eastern Cape Department of Health
- Authors: Javu, Mncedi Gladman
- Date: 2013
- Subjects: Eastern Cape (South Africa) -- Department of Health -- Management Performance -- Management Personnel management -- South Africa , Eastern Cape Health Department
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:717 , http://hdl.handle.net/10962/d1001871
- Description: This study used a quantitative approach to evaluate the application of the performance management and development system in the Eastern Cape Department of Health, from the perspective of employees. The evaluation report has three sections that are designed as interrelated but stand-alone documents. Section One is written as a report directed to the Eastern Cape Department of Health. Section Two is a review of the relevant literature that was conducted to review the existing literature related to the application of performance management and development systems, and underpinned the construction of the questionnaire. Section Three provides a description and justification of the design of the research, as well as describing the research procedure followed. Pertinent components of Sections Two and Three are extracted from these sections and included in the report in Section One. The literature review focused on the following areas: the purpose of performance management, components of the performance management process, challenges/ criticism of performance management systems, integration of performance management with other systems and the effectiveness of performance management system. The results revealed that about 74% of employees disagree that management is committed towards the successful application of the performance management system. This finding concurs with the literature. For example, De Waal and Counet (2009:367) argue that one of the problems in the application of performance management system is that the management lacks commitment to the implementation of a performance management system. Systematic sampling (Leedy and Ormrod, 2010) was used to select 120 participants in three Departmental programmes or clusters from grade levels six to 15. The researcher distributed the questionnaires to every fifth person of the population electronically using SurveyBob, which is an on line survey tool. The collected data was then analyzed using Excel software. The findings indicated that although overall employees are not satisfied with the application of the PMDS system in the Eastern Cape Department of Health, there were some successes. Nevertheless, the challenges outweighed successes of the system. The challenges that resulted in the failure of the system include poor communication, a lack of understanding of the system by the employees and a lack of knowledge with regards to the integration of PMDS with other initiatives and plans already in place. Page 4 There were positive views with enabling factors and these were work plans that are mutually agreed upon between the employee and their supervisors and are aligned to departmental strategic priorities. Constraining factors included the low levels of commitment of the management to the application of the PMDS processes, review meetings not being undertaken on a quarterly basis, and a lack of written outcome reviews. The majority of the study participants believe that the PMDS lacks fairness in its implementation. Recommendations were made on the basis of the gaps that were identified so as to improve the application of the performance management system in the Eastern Cape Department of Health. It is therefore recommended that the Department should ensure that training and development of employees on the PMDS takes place to enhance manager’s understanding of the policy. This will enable managers to understand the important role played by performance management in their day to day activities. A performance management and development system needs to be integrated with all other processes to be effective. On-going communication of the PMDS policy should be considered. Accountability of managers to the Accounting Officer and submission of quarterly reports are imperative to ensure their compliance. In conclusion, dissatisfaction outweighs satisfaction of the employees with regards to the implementation of the PMDS system.
- Full Text:
- Date Issued: 2013
- Authors: Javu, Mncedi Gladman
- Date: 2013
- Subjects: Eastern Cape (South Africa) -- Department of Health -- Management Performance -- Management Personnel management -- South Africa , Eastern Cape Health Department
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:717 , http://hdl.handle.net/10962/d1001871
- Description: This study used a quantitative approach to evaluate the application of the performance management and development system in the Eastern Cape Department of Health, from the perspective of employees. The evaluation report has three sections that are designed as interrelated but stand-alone documents. Section One is written as a report directed to the Eastern Cape Department of Health. Section Two is a review of the relevant literature that was conducted to review the existing literature related to the application of performance management and development systems, and underpinned the construction of the questionnaire. Section Three provides a description and justification of the design of the research, as well as describing the research procedure followed. Pertinent components of Sections Two and Three are extracted from these sections and included in the report in Section One. The literature review focused on the following areas: the purpose of performance management, components of the performance management process, challenges/ criticism of performance management systems, integration of performance management with other systems and the effectiveness of performance management system. The results revealed that about 74% of employees disagree that management is committed towards the successful application of the performance management system. This finding concurs with the literature. For example, De Waal and Counet (2009:367) argue that one of the problems in the application of performance management system is that the management lacks commitment to the implementation of a performance management system. Systematic sampling (Leedy and Ormrod, 2010) was used to select 120 participants in three Departmental programmes or clusters from grade levels six to 15. The researcher distributed the questionnaires to every fifth person of the population electronically using SurveyBob, which is an on line survey tool. The collected data was then analyzed using Excel software. The findings indicated that although overall employees are not satisfied with the application of the PMDS system in the Eastern Cape Department of Health, there were some successes. Nevertheless, the challenges outweighed successes of the system. The challenges that resulted in the failure of the system include poor communication, a lack of understanding of the system by the employees and a lack of knowledge with regards to the integration of PMDS with other initiatives and plans already in place. Page 4 There were positive views with enabling factors and these were work plans that are mutually agreed upon between the employee and their supervisors and are aligned to departmental strategic priorities. Constraining factors included the low levels of commitment of the management to the application of the PMDS processes, review meetings not being undertaken on a quarterly basis, and a lack of written outcome reviews. The majority of the study participants believe that the PMDS lacks fairness in its implementation. Recommendations were made on the basis of the gaps that were identified so as to improve the application of the performance management system in the Eastern Cape Department of Health. It is therefore recommended that the Department should ensure that training and development of employees on the PMDS takes place to enhance manager’s understanding of the policy. This will enable managers to understand the important role played by performance management in their day to day activities. A performance management and development system needs to be integrated with all other processes to be effective. On-going communication of the PMDS policy should be considered. Accountability of managers to the Accounting Officer and submission of quarterly reports are imperative to ensure their compliance. In conclusion, dissatisfaction outweighs satisfaction of the employees with regards to the implementation of the PMDS system.
- Full Text:
- Date Issued: 2013
Enhancing the organisational culture at Spar Eastern Cape: a case study
- Authors: Dick, Siyolo
- Date: 2013
- Subjects: Corporate culture -- South Africa -- Eastern Cape , Teams in the workplace -- South Africa -- Eastern Cape , Chain stores -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8885 , http://hdl.handle.net/10948/d1020804
- Description: SPAR Eastern Cape is a special organisation. It is an extraordinary place to work and have fun at. The organisation celebrated its twentieth “birthday” in 2013. Operating in a very difficult sector, this business has done extremely well in establishing itself as one of the leading businesses in the Eastern Cape. The success of this incredible business is driven by employees from all levels. With an extreme conviction in the apothegm that “none of us is as smart as all of us”, the organisation is built around high performance teams through a unique culture called: Amafela Ndawonye (referred to as Amafela hereafter). “Amafela” has been in operation at SPAR Eastern Cape since the organisation’s inauguration in 1993. Organisational cultures are dynamic. Organisational cultures shift, incrementally and constantly, in response to external and internal changes. Trying to assess an organisational culture is therefore complicated by the reality that one is trying to hit a moving target. However, a possibility exists that culture enhancement can be managed as a continuous process rather than big shifts (often in response to a crisis). A stable destination with regards to organisational culture should never be reached. The culture of an organisation should always be learning and developing. This prompted the researcher to ask the question, as an organisation responds to internal and external changes; can it lose its relevancy in the process? The primary objective of this research is to determine whether the commitment to the culture of “Amafela” and relevancy thereof at SPAR Eastern Cape is declining. The first step in achieving this objective was an in-depth theoretical study. The second step, and in order to achieve this objective, was an empirical survey conducted to canvas the opinions of (N= 149) respondents at SPAR Eastern Cape. The main findings of this research conducted at SPAR Eastern Cape can be summarised as follows: The organisational culture was assessed according to how respondents interpret the organisation’s existing organisational culture, and thus underlining areas in need of enhancement. In general the outcome of the survey exhibited that a large number of employees at SPAR Eastern Cape denoted that the culture of “Amafela” is still strong and is still relevant in the organisation. In this research, good to excellent levels of consistency for all eleven factors of “Amafela” were achieved. The items are therefore parallel in the test. Organisational leaders will influence the function of the people within the organisation. Moreover, leadership will set the present and future course of the company. This research articulates a correlation between leadership and “Amafela” factors. The eleven dimensions of the “Amafela” factors ranked according from favourable to less favourable. Customer focus emerged as the factor which most respondents agreed and strongly agreed with. It can be concluded then, that the culture of “Amafela Ndawonye” at SPAR Eastern Cape has the full support of the employees and is still relevant in the organization.
- Full Text:
- Date Issued: 2013
- Authors: Dick, Siyolo
- Date: 2013
- Subjects: Corporate culture -- South Africa -- Eastern Cape , Teams in the workplace -- South Africa -- Eastern Cape , Chain stores -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8885 , http://hdl.handle.net/10948/d1020804
- Description: SPAR Eastern Cape is a special organisation. It is an extraordinary place to work and have fun at. The organisation celebrated its twentieth “birthday” in 2013. Operating in a very difficult sector, this business has done extremely well in establishing itself as one of the leading businesses in the Eastern Cape. The success of this incredible business is driven by employees from all levels. With an extreme conviction in the apothegm that “none of us is as smart as all of us”, the organisation is built around high performance teams through a unique culture called: Amafela Ndawonye (referred to as Amafela hereafter). “Amafela” has been in operation at SPAR Eastern Cape since the organisation’s inauguration in 1993. Organisational cultures are dynamic. Organisational cultures shift, incrementally and constantly, in response to external and internal changes. Trying to assess an organisational culture is therefore complicated by the reality that one is trying to hit a moving target. However, a possibility exists that culture enhancement can be managed as a continuous process rather than big shifts (often in response to a crisis). A stable destination with regards to organisational culture should never be reached. The culture of an organisation should always be learning and developing. This prompted the researcher to ask the question, as an organisation responds to internal and external changes; can it lose its relevancy in the process? The primary objective of this research is to determine whether the commitment to the culture of “Amafela” and relevancy thereof at SPAR Eastern Cape is declining. The first step in achieving this objective was an in-depth theoretical study. The second step, and in order to achieve this objective, was an empirical survey conducted to canvas the opinions of (N= 149) respondents at SPAR Eastern Cape. The main findings of this research conducted at SPAR Eastern Cape can be summarised as follows: The organisational culture was assessed according to how respondents interpret the organisation’s existing organisational culture, and thus underlining areas in need of enhancement. In general the outcome of the survey exhibited that a large number of employees at SPAR Eastern Cape denoted that the culture of “Amafela” is still strong and is still relevant in the organisation. In this research, good to excellent levels of consistency for all eleven factors of “Amafela” were achieved. The items are therefore parallel in the test. Organisational leaders will influence the function of the people within the organisation. Moreover, leadership will set the present and future course of the company. This research articulates a correlation between leadership and “Amafela” factors. The eleven dimensions of the “Amafela” factors ranked according from favourable to less favourable. Customer focus emerged as the factor which most respondents agreed and strongly agreed with. It can be concluded then, that the culture of “Amafela Ndawonye” at SPAR Eastern Cape has the full support of the employees and is still relevant in the organization.
- Full Text:
- Date Issued: 2013
Strategies to improve the representation of black women in senior levels within the South African banking industry
- Authors: Peacock, Brenda Thandiwe
- Date: 2017
- Subjects: Women bankers -- South Africa Bank management -- Women -- South Africa , Women executives -- South Africa Leadership in women -- South Africa Minorities -- Employment -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/19695 , vital:28936
- Description: The main purpose of this qualitative research study was to investigate strategies to improve the representation of black females in senior levels within the South African banking industry. This was done through investigating the challenges that black women face in their career advancement within the banking industry and the strategies which currently exist and can be implemented to improve this representation. In as much as the research is aimed at seeking strategies to improve black women representation in senior positions, it also seeks to understand the barriers experienced by black women in different levels within the industry as these levels serve as a pipeline for senior management. This problem was addressed through answering the research objectives. The research objectives were achieved through conducting a literature review to explore the existing research topic and conducting an empirical study. Empirical evidence was obtained through conducting semi-structured interviews with seven black women who are currently working in the banking sector. Semi-structured interviews were used due to the target population being specific to black women as well as the need to acquire in-depth knowledge from black women of their experiences in climbing the corporate ladder in the sector. The key findings of the research found that the participant’s perception was that black women were at the bottom, that black women were displaying behaviours that were inhibiting their progress to senior positions. The study also found that black women struggled to advance to senior positions due to different challenges that they encountered. The study is finalised by the participants providing recommendations in terms of how the representation of black women could be improved.
- Full Text:
- Date Issued: 2017
- Authors: Peacock, Brenda Thandiwe
- Date: 2017
- Subjects: Women bankers -- South Africa Bank management -- Women -- South Africa , Women executives -- South Africa Leadership in women -- South Africa Minorities -- Employment -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/19695 , vital:28936
- Description: The main purpose of this qualitative research study was to investigate strategies to improve the representation of black females in senior levels within the South African banking industry. This was done through investigating the challenges that black women face in their career advancement within the banking industry and the strategies which currently exist and can be implemented to improve this representation. In as much as the research is aimed at seeking strategies to improve black women representation in senior positions, it also seeks to understand the barriers experienced by black women in different levels within the industry as these levels serve as a pipeline for senior management. This problem was addressed through answering the research objectives. The research objectives were achieved through conducting a literature review to explore the existing research topic and conducting an empirical study. Empirical evidence was obtained through conducting semi-structured interviews with seven black women who are currently working in the banking sector. Semi-structured interviews were used due to the target population being specific to black women as well as the need to acquire in-depth knowledge from black women of their experiences in climbing the corporate ladder in the sector. The key findings of the research found that the participant’s perception was that black women were at the bottom, that black women were displaying behaviours that were inhibiting their progress to senior positions. The study also found that black women struggled to advance to senior positions due to different challenges that they encountered. The study is finalised by the participants providing recommendations in terms of how the representation of black women could be improved.
- Full Text:
- Date Issued: 2017
Exploring the financial giving behaviours at a congregational church in Port Elizabeth: a qualitative study
- Authors: Stoffels, Eldridge
- Date: 2019
- Subjects: United Congregational Church of Southern Africa , Bantu Congregational Church in South Africa Church finance -- South Africa -- Port Elizabeth Finance -- Psychological aspects Investments -- Psychological aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/43990 , vital:37090
- Description: The United Congregational Church of Southern Africa (UCCSA) was established in 1967 through the combination of Church bodies in the Congregational Union of Southern Africa (CUSA), The London Missionary Society (LMS) and Bantu Congregational Church of Southern Africa (BCCSA). The vision of the founders of the UCCSA (LMS) in 1799 was to establish the two Congregational Churches, complete the groundwork through erecting church buildings, provide training to Church Ministers and fund the churches until they became self-sustainable. Thereupon fruitful ways needed to be established to raise funds for the mission of the church. One of the primary methods of raising money was from financial giving of members. The Congregational Church that is the focus of this study forms part of the UCCSA, which includes the church bodies within Southern Africa. The financial statements of this church were scrutinised and it was found to be making losses in the prior 3 financial years (2015-2017). However, in the 2018 financial year the members’ contributions increased by 35 percent compared to the previous financial year. The study therefore explored the factors influencing financial giving behaviours among members at a Congregational Church in Port Elizabeth, taking into consideration a significant positive shift in financial giving in the 2018 financial year in comparison with the prior 3 financial years (2015-2017). Based on this exploration, recommendations will be developed that could assist in enhancing the financial position of the Congregational Church as well as its sustainability as a religious organisation in future. A qualitative, explorative and contextual design was used for the study. The causal model for financial giving described by Finke, Bahr and Scheitle (2006) was used as basis for a theoretical framework. Using purposive sampling, 12 church members that were aged between 18 and 60 years and had recently financially contributed through pledging (tithing), and other monetary donations as part of their church membership were chosen to participate in two focus group discussions, thereby ensuring the data collected was rich with context. The data was analysed by using ATLAS.ti software which has been proven to guarantee the reliability of results. To ensure a high standard of qualitative research, the study adhered to the main principles of trustworthiness by Lincoln and Guba, including dependability, transferability, confirmability and credibility of the research process. Ethical principles of beneficence and non-maleficence, informed consent, privacy, anonymity and confidentiality of data, as well as obtaining ethical clearance, were adhered to in the study. The study yielded data that gave rise to eleven main themes and five sub-themes with regard to the factors that influenced financial giving behaviours of church members. These included: blessings members received from God, church attendance, belonging to a church community and church size, church financial needs (sub-themes included leadership, transparency about the financial position of the church and historic influences), stewardship (sub-themes included non-financial giving behaviours and other financial giving responsibilities), church involvement, tithing, member’s budget, spirituality, and stages of life. Participants were in agreement that blessings from God, belonging to a church community, transparency about the financial position of the church, member’s budget, and spirituality positively influenced their financial giving behaviours in the church. Factors that negatively influenced their giving behaviours included church size, historic influences, non-financial giving behaviours and other financial giving responsibilities. Church involvement, the member’s budget, as well as stages of life both positively and negatively influenced their financial giving behaviours. Participants were not in agreement whether church attendance, leadership and tithing influenced their financial giving behaviours in the church. Finke et al. (2006)’s conceptual model could be used to explain the findings. However, additional factors were identified to be influencing financial giving behaviours among members at the church under study. Some of the main recommendations made, based on the objectives of the study, are: For the Church Council to remain transparent with communication to church members of the financial position of the church; To continue with the stewardship campaign on a yearly basis to encourage members to give financially and of their time and talents to the church; Communicate with members of the church regarding the financial position of the church if it again experiences financial difficulties.
- Full Text:
- Date Issued: 2019
- Authors: Stoffels, Eldridge
- Date: 2019
- Subjects: United Congregational Church of Southern Africa , Bantu Congregational Church in South Africa Church finance -- South Africa -- Port Elizabeth Finance -- Psychological aspects Investments -- Psychological aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/43990 , vital:37090
- Description: The United Congregational Church of Southern Africa (UCCSA) was established in 1967 through the combination of Church bodies in the Congregational Union of Southern Africa (CUSA), The London Missionary Society (LMS) and Bantu Congregational Church of Southern Africa (BCCSA). The vision of the founders of the UCCSA (LMS) in 1799 was to establish the two Congregational Churches, complete the groundwork through erecting church buildings, provide training to Church Ministers and fund the churches until they became self-sustainable. Thereupon fruitful ways needed to be established to raise funds for the mission of the church. One of the primary methods of raising money was from financial giving of members. The Congregational Church that is the focus of this study forms part of the UCCSA, which includes the church bodies within Southern Africa. The financial statements of this church were scrutinised and it was found to be making losses in the prior 3 financial years (2015-2017). However, in the 2018 financial year the members’ contributions increased by 35 percent compared to the previous financial year. The study therefore explored the factors influencing financial giving behaviours among members at a Congregational Church in Port Elizabeth, taking into consideration a significant positive shift in financial giving in the 2018 financial year in comparison with the prior 3 financial years (2015-2017). Based on this exploration, recommendations will be developed that could assist in enhancing the financial position of the Congregational Church as well as its sustainability as a religious organisation in future. A qualitative, explorative and contextual design was used for the study. The causal model for financial giving described by Finke, Bahr and Scheitle (2006) was used as basis for a theoretical framework. Using purposive sampling, 12 church members that were aged between 18 and 60 years and had recently financially contributed through pledging (tithing), and other monetary donations as part of their church membership were chosen to participate in two focus group discussions, thereby ensuring the data collected was rich with context. The data was analysed by using ATLAS.ti software which has been proven to guarantee the reliability of results. To ensure a high standard of qualitative research, the study adhered to the main principles of trustworthiness by Lincoln and Guba, including dependability, transferability, confirmability and credibility of the research process. Ethical principles of beneficence and non-maleficence, informed consent, privacy, anonymity and confidentiality of data, as well as obtaining ethical clearance, were adhered to in the study. The study yielded data that gave rise to eleven main themes and five sub-themes with regard to the factors that influenced financial giving behaviours of church members. These included: blessings members received from God, church attendance, belonging to a church community and church size, church financial needs (sub-themes included leadership, transparency about the financial position of the church and historic influences), stewardship (sub-themes included non-financial giving behaviours and other financial giving responsibilities), church involvement, tithing, member’s budget, spirituality, and stages of life. Participants were in agreement that blessings from God, belonging to a church community, transparency about the financial position of the church, member’s budget, and spirituality positively influenced their financial giving behaviours in the church. Factors that negatively influenced their giving behaviours included church size, historic influences, non-financial giving behaviours and other financial giving responsibilities. Church involvement, the member’s budget, as well as stages of life both positively and negatively influenced their financial giving behaviours. Participants were not in agreement whether church attendance, leadership and tithing influenced their financial giving behaviours in the church. Finke et al. (2006)’s conceptual model could be used to explain the findings. However, additional factors were identified to be influencing financial giving behaviours among members at the church under study. Some of the main recommendations made, based on the objectives of the study, are: For the Church Council to remain transparent with communication to church members of the financial position of the church; To continue with the stewardship campaign on a yearly basis to encourage members to give financially and of their time and talents to the church; Communicate with members of the church regarding the financial position of the church if it again experiences financial difficulties.
- Full Text:
- Date Issued: 2019
Small town regeneration as a strategy for rural development : case study of Keiskammahoek
- Authors: Qayi, Sandiswa
- Date: 2010
- Subjects: Rural development -- South Africa Case studies , Strategic planning -- South Africa -- Eastern Cape , Economic development projects -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8654 , http://hdl.handle.net/10948/1361 , Rural development -- South Africa Case studies , Strategic planning -- South Africa -- Eastern Cape , Economic development projects -- South Africa -- Eastern Cape
- Description: The aim of this chapter is to provide an overview of the research topic, conceptualising and defining three critical concepts that the research will focus on. The first part deals with the South African understanding of local economic development, rural development, as well as the role of small towns to local economic development. In order to present the role of small towns in rural economic development it is important to define and contextualise the current meaning and understanding of rural development and local economic development. How small towns can promote the role of rural economic development particularly in relation to their surrounding rural villages. The chapter also briefly introduces the small town of Keiskammahoek as research study area.
- Full Text:
- Date Issued: 2010
- Authors: Qayi, Sandiswa
- Date: 2010
- Subjects: Rural development -- South Africa Case studies , Strategic planning -- South Africa -- Eastern Cape , Economic development projects -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8654 , http://hdl.handle.net/10948/1361 , Rural development -- South Africa Case studies , Strategic planning -- South Africa -- Eastern Cape , Economic development projects -- South Africa -- Eastern Cape
- Description: The aim of this chapter is to provide an overview of the research topic, conceptualising and defining three critical concepts that the research will focus on. The first part deals with the South African understanding of local economic development, rural development, as well as the role of small towns to local economic development. In order to present the role of small towns in rural economic development it is important to define and contextualise the current meaning and understanding of rural development and local economic development. How small towns can promote the role of rural economic development particularly in relation to their surrounding rural villages. The chapter also briefly introduces the small town of Keiskammahoek as research study area.
- Full Text:
- Date Issued: 2010
An empirical investigation of the extension of servqual to measure internal service quality in a motor vehicle manufacturing setting
- Authors: Booi, Arthur Mzwandile
- Date: 2004
- Subjects: Automobile industry and trade -- Quality control -- South Africa -- Eastern Cape Automobile industry and trade -- Customer services -- South Africa -- Eastern Cape Automobile industry and trade -- Quality control -- Statistical methods Customer services -- Quality control Automobile industry and trade -- Quality assurance -- South Africa -- Eastern Cape Consumer satisfaction Industrial productivity -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:801 , http://hdl.handle.net/10962/d1006139
- Description: This research explores the role, which the construct, service quality plays in an internal marketing setting. This is achieved by evaluating the perceptions and expectations of the production department with regards to the service quality provided by the maintenance department of a South African motor vehicle manufacturer. This was done using the INTSERVQUAL instrument, which was found to be a reliable instrument for measuring internal service quality within this context. A positivist approach has been adopted in conducting this research. There are two main hypotheses for this study: the first hypothesis is concerned with the relationship between the overall internal service quality and the five dimensions of service quality namely: tangibles, empathy, reliability, responsiveness and reliability. The second hypothesis focuses on the relationship between the front line staff segments of the production department and the five dimensions of internal service quality. The results of this research suggest that the perceptions and expectations of internal service customer segments plays a major role in achieving internal service quality. In addition, the importance of the INTSERVQUAL instrument in measuring internal service quality within the motor vehicle manufacturing environment is confirmed.
- Full Text:
- Date Issued: 2004
- Authors: Booi, Arthur Mzwandile
- Date: 2004
- Subjects: Automobile industry and trade -- Quality control -- South Africa -- Eastern Cape Automobile industry and trade -- Customer services -- South Africa -- Eastern Cape Automobile industry and trade -- Quality control -- Statistical methods Customer services -- Quality control Automobile industry and trade -- Quality assurance -- South Africa -- Eastern Cape Consumer satisfaction Industrial productivity -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:801 , http://hdl.handle.net/10962/d1006139
- Description: This research explores the role, which the construct, service quality plays in an internal marketing setting. This is achieved by evaluating the perceptions and expectations of the production department with regards to the service quality provided by the maintenance department of a South African motor vehicle manufacturer. This was done using the INTSERVQUAL instrument, which was found to be a reliable instrument for measuring internal service quality within this context. A positivist approach has been adopted in conducting this research. There are two main hypotheses for this study: the first hypothesis is concerned with the relationship between the overall internal service quality and the five dimensions of service quality namely: tangibles, empathy, reliability, responsiveness and reliability. The second hypothesis focuses on the relationship between the front line staff segments of the production department and the five dimensions of internal service quality. The results of this research suggest that the perceptions and expectations of internal service customer segments plays a major role in achieving internal service quality. In addition, the importance of the INTSERVQUAL instrument in measuring internal service quality within the motor vehicle manufacturing environment is confirmed.
- Full Text:
- Date Issued: 2004
An evaluation of "on-line" banking web sites in South Africa to determine essential design criteria
- Authors: Palmer, Lydia
- Date: 2004
- Subjects: Banks and banking -- South Africa Banks and banking -- Customer services -- South Africa Home banking services -- South Africa Electronic funds transfers -- South Africa Web sites -- Design
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:811 , http://hdl.handle.net/10962/d1007667
- Description: The use of the Web to carry out business on the Internet has become a viable option in all business sectors, and Internet banking in South Africa is no exception. The nature of business on the Internet in South Africa and the World is investigated. The extent of Internet banking in South Africa is ascertained and the expectations and perceived problems of online bankers are discussed. The importance of Human Computer Interface and Web Interface Design for successful business is promoted with a discussion of their guidelines and principles. Web Evaluation techniques and Tools are assessed and The "Gartner" Web evaluation tool is selected to evaluate the three bank Web sites. The results of the evaluation indicate that there are several generally well implemented design criteria used by all of the banks while some criteria are not implemented at all. Each bank is discussed individually to identify strong and weak features of their Web site design. Essential aspects of Web design have been proposed for inclusion during the design of "online" Banking Web sites.
- Full Text:
- Date Issued: 2004
- Authors: Palmer, Lydia
- Date: 2004
- Subjects: Banks and banking -- South Africa Banks and banking -- Customer services -- South Africa Home banking services -- South Africa Electronic funds transfers -- South Africa Web sites -- Design
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:811 , http://hdl.handle.net/10962/d1007667
- Description: The use of the Web to carry out business on the Internet has become a viable option in all business sectors, and Internet banking in South Africa is no exception. The nature of business on the Internet in South Africa and the World is investigated. The extent of Internet banking in South Africa is ascertained and the expectations and perceived problems of online bankers are discussed. The importance of Human Computer Interface and Web Interface Design for successful business is promoted with a discussion of their guidelines and principles. Web Evaluation techniques and Tools are assessed and The "Gartner" Web evaluation tool is selected to evaluate the three bank Web sites. The results of the evaluation indicate that there are several generally well implemented design criteria used by all of the banks while some criteria are not implemented at all. Each bank is discussed individually to identify strong and weak features of their Web site design. Essential aspects of Web design have been proposed for inclusion during the design of "online" Banking Web sites.
- Full Text:
- Date Issued: 2004
A proposed service quality framework for multi-national supply logistics providers in the South African automotive industry
- Authors: Van Aswegen, Dawid Titus
- Date: 2017
- Subjects: Business logistics -- South Africa -- Management Purchasing -- South Africa -- Management , Automobile industry and trade -- South Africa Industrial procurement -- South Africa -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21307 , vital:29476
- Description: Managing a sustainable service business rests on two critical customer perceptions: Firstly, the perceived sufficiency of the value of the service, and secondly the level of value differentiation between the current service provider other service providers in the market. (DeSarbo, Ebbs, Fong & Snow, 2010; Parasuraman & Grewal, 2000) The direction for this study was prompted by the limited research available around service quality for Supply Logistics within the global automotive industry. The study identified the key factors that logistics service providers need to focus on when aligning their perceptions of service quality to that of their customers. The service gaps between customer and service provider perceptions are uncovered. Particular focus was given to: The definition gaps in service quality, The perceived level of service quality, and The size of service quality differentiation between service providers. The key finding of the study is that service differentiation is influenced by the ability of the Logistics Service Provider (LSP) to deliver a quality of service in line with the level of importance the various elements hold to the customer. The causal relationships offered a step wise understanding of improving the perceptions of customers. This perception forming process is outlined as follows: Firstly, create a common understanding of the definition of service quality and establish the comparative importance of the various elements. Having an understanding of how customers’ value service quality is a critical first step in delivering superior service. A proposed Service Quality Framework for multi-national Supply Logistics providers in the South African automotive industry Secondly, align efforts to achieve in accordance to the level of importance of the service elements. If this is achieved, LSP’s will retain positive differentiation to its competitors irrespective of the actions of those competitors. Lastly, LSP’s need to regularly review if their own perception of the service level (per element) is in line with that of the customer. The study created a service quality framework of 22 different service elements grouped in four service factors. The relative importance of these elements were uncovered. This offered insight for organizing the business around key service elements. Within Supply Logistics the operational-management-tools, engineering-skills, processes-stability and management-structure are typical elements around which customers form their perceptions. The quality of the direct staff holds the key to sustained customer satisfaction, much more so than the commercial arrangements, industry innovations and the prestige of the brand behind the service. This study laid a foundation from which future research can deeper explore the unique slant that geographical, organisational designation or customer brand lines hold on the service quality perception.
- Full Text:
- Date Issued: 2017
- Authors: Van Aswegen, Dawid Titus
- Date: 2017
- Subjects: Business logistics -- South Africa -- Management Purchasing -- South Africa -- Management , Automobile industry and trade -- South Africa Industrial procurement -- South Africa -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21307 , vital:29476
- Description: Managing a sustainable service business rests on two critical customer perceptions: Firstly, the perceived sufficiency of the value of the service, and secondly the level of value differentiation between the current service provider other service providers in the market. (DeSarbo, Ebbs, Fong & Snow, 2010; Parasuraman & Grewal, 2000) The direction for this study was prompted by the limited research available around service quality for Supply Logistics within the global automotive industry. The study identified the key factors that logistics service providers need to focus on when aligning their perceptions of service quality to that of their customers. The service gaps between customer and service provider perceptions are uncovered. Particular focus was given to: The definition gaps in service quality, The perceived level of service quality, and The size of service quality differentiation between service providers. The key finding of the study is that service differentiation is influenced by the ability of the Logistics Service Provider (LSP) to deliver a quality of service in line with the level of importance the various elements hold to the customer. The causal relationships offered a step wise understanding of improving the perceptions of customers. This perception forming process is outlined as follows: Firstly, create a common understanding of the definition of service quality and establish the comparative importance of the various elements. Having an understanding of how customers’ value service quality is a critical first step in delivering superior service. A proposed Service Quality Framework for multi-national Supply Logistics providers in the South African automotive industry Secondly, align efforts to achieve in accordance to the level of importance of the service elements. If this is achieved, LSP’s will retain positive differentiation to its competitors irrespective of the actions of those competitors. Lastly, LSP’s need to regularly review if their own perception of the service level (per element) is in line with that of the customer. The study created a service quality framework of 22 different service elements grouped in four service factors. The relative importance of these elements were uncovered. This offered insight for organizing the business around key service elements. Within Supply Logistics the operational-management-tools, engineering-skills, processes-stability and management-structure are typical elements around which customers form their perceptions. The quality of the direct staff holds the key to sustained customer satisfaction, much more so than the commercial arrangements, industry innovations and the prestige of the brand behind the service. This study laid a foundation from which future research can deeper explore the unique slant that geographical, organisational designation or customer brand lines hold on the service quality perception.
- Full Text:
- Date Issued: 2017
Needs analysis for a shared economy model within critical spare parts inventory management
- Authors: Macfarlane, Shane
- Date: 2020
- Subjects: Spare parts -- Management , Inventory control
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48775 , vital:41071
- Description: The lack of spare parts is the predominant reason for machine downtime in organisations. The financial burden of holding spare parts coupled with long delivery times can severely hamper a factory’s attempt to prevent high levels of machine downtime. With the poor management of spare parts, breakdowns become lengthy as the lead times for the delivery of spare parts from an original equipment manufacturer (OEM) may be very long. The productivity and profitability of an organisation are affected by the non-availability of spare parts. Mobley, Higgins and Wikoff (2008, p.2.64) describe critical spare parts (CSP) as spares used on critical machines that are always required to be in stock to receive reduced insurance premiums and hedge against lost production downtime due to machine failures. A shared economy model (SEM) was proposed as a possible solution to some of the problems related to spare parts availability. Botsman and Rogers (2010a) regard the shared economy as the innovative sharing of underutilised assets and facilities. The main research objective (ROM) of this study was to determine the viability and acceptance of using a shared economy model (SEM) within the realm of critical spare parts (CSP) management in the automotive manufacturing sector. To achieve the ROM several secondary objectives were set. A literature review discussed CSP, inventory management models and SEMs. This study used qualitative analysis as it was exploratory and appropriate for studies in which the researcher was unaware of the significant variables to investigate. Qualitative researchers tend to focus on a few participants who can clarify a phenomenon under investigation. To achieve the main research objective (ROM), interviews were conducted with relevant participants from the automotive manufacturing sector. The interviews were semi-structured and the researcher made use of an interview protocol. A sample size of eight was chosen for the research. The sample frame for this research was the East London automotive manufacturing sector. The sessions were audio-recorded and later transcribed verbatim into a text format for analysis via ATLAS.ti software. A grounded theory approach was used for the collection and analysis of the data. Empirical research and analysis revealed eight emergent themes pertinent to the ROM. Themes were categorised as Category 1 for critical spare parts (CSP) and Category for 2 for shared economy models (SEMs), and discussed in Chapter 4. The study concluded with the view that a shared economy model (SEM) for critical spare parts (CSP) inventory management in the East London automotive manufacturing sector was viable and acceptable, provided that it was managed correctly. Future research was suggested to address the economic feasibility of a SEM for CSP inventory management.
- Full Text:
- Date Issued: 2020
- Authors: Macfarlane, Shane
- Date: 2020
- Subjects: Spare parts -- Management , Inventory control
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/48775 , vital:41071
- Description: The lack of spare parts is the predominant reason for machine downtime in organisations. The financial burden of holding spare parts coupled with long delivery times can severely hamper a factory’s attempt to prevent high levels of machine downtime. With the poor management of spare parts, breakdowns become lengthy as the lead times for the delivery of spare parts from an original equipment manufacturer (OEM) may be very long. The productivity and profitability of an organisation are affected by the non-availability of spare parts. Mobley, Higgins and Wikoff (2008, p.2.64) describe critical spare parts (CSP) as spares used on critical machines that are always required to be in stock to receive reduced insurance premiums and hedge against lost production downtime due to machine failures. A shared economy model (SEM) was proposed as a possible solution to some of the problems related to spare parts availability. Botsman and Rogers (2010a) regard the shared economy as the innovative sharing of underutilised assets and facilities. The main research objective (ROM) of this study was to determine the viability and acceptance of using a shared economy model (SEM) within the realm of critical spare parts (CSP) management in the automotive manufacturing sector. To achieve the ROM several secondary objectives were set. A literature review discussed CSP, inventory management models and SEMs. This study used qualitative analysis as it was exploratory and appropriate for studies in which the researcher was unaware of the significant variables to investigate. Qualitative researchers tend to focus on a few participants who can clarify a phenomenon under investigation. To achieve the main research objective (ROM), interviews were conducted with relevant participants from the automotive manufacturing sector. The interviews were semi-structured and the researcher made use of an interview protocol. A sample size of eight was chosen for the research. The sample frame for this research was the East London automotive manufacturing sector. The sessions were audio-recorded and later transcribed verbatim into a text format for analysis via ATLAS.ti software. A grounded theory approach was used for the collection and analysis of the data. Empirical research and analysis revealed eight emergent themes pertinent to the ROM. Themes were categorised as Category 1 for critical spare parts (CSP) and Category for 2 for shared economy models (SEMs), and discussed in Chapter 4. The study concluded with the view that a shared economy model (SEM) for critical spare parts (CSP) inventory management in the East London automotive manufacturing sector was viable and acceptable, provided that it was managed correctly. Future research was suggested to address the economic feasibility of a SEM for CSP inventory management.
- Full Text:
- Date Issued: 2020
A critical analysis of the information technology infrastructure outsource deal between Trans Hex Operations and Commsco
- Authors: Makka, Ferrandi W
- Date: 2005
- Subjects: Contracting out -- Management , Information technology -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8545 , http://hdl.handle.net/10948/1595 , Contracting out -- Management , Information technology -- South Africa
- Description: The outsourcing market for information technology services has been transformed over the last few years. Outsourcing, once inspired primarily by cost reductions, now forms part of overall company strategies in order to improve focus. Intent: The purpose of this research project is to conduct a critical analysis of the outsourcing of information technology infrastructure. In particular, this paper will focus on the process followed and on adherence to good corporate governance and business ethics. This dissertation addresses (i) the strategic reasons for outsourcing, (ii) reasons for not outsourcing, (iii) the different types of models available, (iv) the outsourcing process to follow, and (v) the risks associated with outsourcing. These five aspects were all empirically tested in Trans Hex. Findings: The main findings were that (i) no recognized formal process had been followed; (ii) the risk profile of the outsourcing company changed and (iii) a post-outsourcing review is required to determine whether the process is working as planned and to identify opportunities for improvement. Conclusion: A new approach is needed to improve the viability and success of outsourcing information technology infrastructure. Based on the present findings it is argued that a holistic approach to information technology infrastructure outsourcing should be adopted which combines several outsourcing processes into a company-specific outsourcing process framework.
- Full Text:
- Date Issued: 2005
- Authors: Makka, Ferrandi W
- Date: 2005
- Subjects: Contracting out -- Management , Information technology -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8545 , http://hdl.handle.net/10948/1595 , Contracting out -- Management , Information technology -- South Africa
- Description: The outsourcing market for information technology services has been transformed over the last few years. Outsourcing, once inspired primarily by cost reductions, now forms part of overall company strategies in order to improve focus. Intent: The purpose of this research project is to conduct a critical analysis of the outsourcing of information technology infrastructure. In particular, this paper will focus on the process followed and on adherence to good corporate governance and business ethics. This dissertation addresses (i) the strategic reasons for outsourcing, (ii) reasons for not outsourcing, (iii) the different types of models available, (iv) the outsourcing process to follow, and (v) the risks associated with outsourcing. These five aspects were all empirically tested in Trans Hex. Findings: The main findings were that (i) no recognized formal process had been followed; (ii) the risk profile of the outsourcing company changed and (iii) a post-outsourcing review is required to determine whether the process is working as planned and to identify opportunities for improvement. Conclusion: A new approach is needed to improve the viability and success of outsourcing information technology infrastructure. Based on the present findings it is argued that a holistic approach to information technology infrastructure outsourcing should be adopted which combines several outsourcing processes into a company-specific outsourcing process framework.
- Full Text:
- Date Issued: 2005
Job embeddedness and employee retention in higher education
- Authors: Esterhuizen, Christa
- Date: 2019
- Subjects: Employee retention -- South Africa , Organizational behavior -- South Africa Work -- Psychological aspects Employee morale -- South Africa Universities and colleges -- Employees
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/39852 , vital:35483
- Description: The only sustainable competitive advantage for organisations worldwide, including higher education institutions, is their human resources. Therefore, to acquire and maintain a sustainable competitive advantage, the ability to effectively retain knowledge employees has become high-priority. The job embeddedness model presents an alternative approach to the traditional constructs of job satisfaction, organisational commitment and job involvement, for understanding the retention concept. The aim of the research was to determine the interaction effect of job embeddedness on retention, which could be used to intensify the attachment of academic staff in a higher education institution and to dissuade turnover cognitions. An empirical study consisting of a web-based questionnaire was conducted amongst 100 academic staff members across all campuses of Nelson Mandela University. The purpose of the survey was to measure job embeddedness, retention, and the relationship between job embeddedness and retention. The results indicated that organisational embeddedness, rather than community embeddedness, influenced the intention to leave. Employees that had a positive experience with the organisation in terms of fit, links and sacrifice, were less likely to leave the organisation. It is recommended that job embeddedness should form the basis for the development of an effective integrated human resource management retention strategy to attract, retain, motivate and develop employees, to improve organisational performance and achieve organisational goals and objectives. The implication is that recruitment and selection should be done carefully to create a fit between the employee and the organisation. Talent should be fully used in an environment that fosters autonomy and teamwork should be crafted and encouraged.
- Full Text:
- Date Issued: 2019
- Authors: Esterhuizen, Christa
- Date: 2019
- Subjects: Employee retention -- South Africa , Organizational behavior -- South Africa Work -- Psychological aspects Employee morale -- South Africa Universities and colleges -- Employees
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/39852 , vital:35483
- Description: The only sustainable competitive advantage for organisations worldwide, including higher education institutions, is their human resources. Therefore, to acquire and maintain a sustainable competitive advantage, the ability to effectively retain knowledge employees has become high-priority. The job embeddedness model presents an alternative approach to the traditional constructs of job satisfaction, organisational commitment and job involvement, for understanding the retention concept. The aim of the research was to determine the interaction effect of job embeddedness on retention, which could be used to intensify the attachment of academic staff in a higher education institution and to dissuade turnover cognitions. An empirical study consisting of a web-based questionnaire was conducted amongst 100 academic staff members across all campuses of Nelson Mandela University. The purpose of the survey was to measure job embeddedness, retention, and the relationship between job embeddedness and retention. The results indicated that organisational embeddedness, rather than community embeddedness, influenced the intention to leave. Employees that had a positive experience with the organisation in terms of fit, links and sacrifice, were less likely to leave the organisation. It is recommended that job embeddedness should form the basis for the development of an effective integrated human resource management retention strategy to attract, retain, motivate and develop employees, to improve organisational performance and achieve organisational goals and objectives. The implication is that recruitment and selection should be done carefully to create a fit between the employee and the organisation. Talent should be fully used in an environment that fosters autonomy and teamwork should be crafted and encouraged.
- Full Text:
- Date Issued: 2019
The antecedents of customer satisfaction in a financial institution : a qualitative study
- Authors: Bleske, Adrian
- Date: 2008
- Subjects: Standard Bank Properties , Banks and banking -- South Africa , Banks and banking -- Customer services -- South Africa , Financial services industry -- South Africa , Bank management -- South Africa , Banks and banking -- Customer services -- Effect of marketing on
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:840 , http://hdl.handle.net/10962/d1015482
- Description: The following is a case study report on the Cape Town business unit of Standard Bank Properties. The research project falls within the ambit of services marketing which introduces several unique management challenges for service businesses that sell services as a core offering. The principal aim of the case study is to gain an understanding of why customers bank at the business unit and to discover what aspects are critical to customer satisfaction. A further goal of the research is to examine how the business unit could improve customer satisfaction and to highlight any impediments to further improving customer satisfaction at the business unit. It is generally regarded that quality customer service is essential to building customer relationships and hence the research project emphasis on services marketing and customer satisfaction within a financial services context. The paper commences with an overview of the South African Banking Sector and its unique challenges such as the Financial Service Charter and newly introduced legislation such as Financial Intelligence Centre Act. The case study will specifically investigate the property finance industry and a detailed analysis of the business unit's operations and process flow will also be undertaken. The reason for this background information is to assist the reader to understand how the business unit operates. The research project will investigate four unique differences between goods marketing and services marketing whereafter three theoretical propositions are introduced, namely the dyadic interaction and service encounter, the Service Profit Chain and finally Relationship Marketing. Evidence in the form of a narrative will be led from insights obtained from interviews conducted with customers and staff at the business unit against these propositions with support (or otherwise) from independent surveys and documents from the business unit. The result of this analysis is the identification of several areas of concern specifically: New employees and the service encounter, Problems with FICA, Lack of a customer complaint handling system, Empowerment issues, Turnaround times, Reliance on key staff These insights together with the evidence from the literature review will be analysed and several recommendations made to improve customer service and ultimately customer satisfaction at the business unit. Several recommendations for further research are offered as well as the identification of limitations including but not limited to the specificity of the case study report.
- Full Text:
- Date Issued: 2008
- Authors: Bleske, Adrian
- Date: 2008
- Subjects: Standard Bank Properties , Banks and banking -- South Africa , Banks and banking -- Customer services -- South Africa , Financial services industry -- South Africa , Bank management -- South Africa , Banks and banking -- Customer services -- Effect of marketing on
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:840 , http://hdl.handle.net/10962/d1015482
- Description: The following is a case study report on the Cape Town business unit of Standard Bank Properties. The research project falls within the ambit of services marketing which introduces several unique management challenges for service businesses that sell services as a core offering. The principal aim of the case study is to gain an understanding of why customers bank at the business unit and to discover what aspects are critical to customer satisfaction. A further goal of the research is to examine how the business unit could improve customer satisfaction and to highlight any impediments to further improving customer satisfaction at the business unit. It is generally regarded that quality customer service is essential to building customer relationships and hence the research project emphasis on services marketing and customer satisfaction within a financial services context. The paper commences with an overview of the South African Banking Sector and its unique challenges such as the Financial Service Charter and newly introduced legislation such as Financial Intelligence Centre Act. The case study will specifically investigate the property finance industry and a detailed analysis of the business unit's operations and process flow will also be undertaken. The reason for this background information is to assist the reader to understand how the business unit operates. The research project will investigate four unique differences between goods marketing and services marketing whereafter three theoretical propositions are introduced, namely the dyadic interaction and service encounter, the Service Profit Chain and finally Relationship Marketing. Evidence in the form of a narrative will be led from insights obtained from interviews conducted with customers and staff at the business unit against these propositions with support (or otherwise) from independent surveys and documents from the business unit. The result of this analysis is the identification of several areas of concern specifically: New employees and the service encounter, Problems with FICA, Lack of a customer complaint handling system, Empowerment issues, Turnaround times, Reliance on key staff These insights together with the evidence from the literature review will be analysed and several recommendations made to improve customer service and ultimately customer satisfaction at the business unit. Several recommendations for further research are offered as well as the identification of limitations including but not limited to the specificity of the case study report.
- Full Text:
- Date Issued: 2008
A study of the barriers to career progress of women in an organisation
- Authors: Pillay, Sadeshini Shunmugan
- Date: 2005
- Subjects: Glass ceiling (Employment discrimination) -- South Africa , Sex discrimination against women -- South Africa , Sex discrimination in employment -- South Africa , Women employees -- Promotions -- South Africa , Sex role in the work environment -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8731 , http://hdl.handle.net/10948/822 , Glass ceiling (Employment discrimination) -- South Africa , Sex discrimination against women -- South Africa , Sex discrimination in employment -- South Africa , Women employees -- Promotions -- South Africa , Sex role in the work environment -- South Africa
- Description: Due to the continual constant battle women have to face in order to progress in the workplace, it has become necessary to assess the degree of transformational change within the workplace within South Africa to try to establish just what these barriers are and how it can be overcome. To examine the main problem, three sub-problems were identified. The first sub-problem that had been identified dealt with what the women’s rights in the new South Africa. It was investigated by evaluating the situation in the New South Africa and what has changed from the past. Is there more gender equality or not. The second sub-problem looked at the barriers that women face in the workplace. It is evident that sexual harassment, male chauvinism, trying to balance work and family as well as organisational structure and culture were among the top barriers that are a hindrance to women’s advancement in the workplace. Finally, the third sub-problem investigated what the glass ceiling effect is and the effect that this has on women in the workplace. The investigation evaluated, and emphasised the difficulties that women face in order to progress in the hierarchy of not only management but other occupations as well. Results have shown that most females and males believe that the glass ceiling is prevalent in the workplace. Most people believe that women can however break through the glass ceiling but now there is a new phenomenon, “The Glass Cliff” which allows women to break through the glass ceiling but only of organisations that are already in trouble.
- Full Text:
- Date Issued: 2005
- Authors: Pillay, Sadeshini Shunmugan
- Date: 2005
- Subjects: Glass ceiling (Employment discrimination) -- South Africa , Sex discrimination against women -- South Africa , Sex discrimination in employment -- South Africa , Women employees -- Promotions -- South Africa , Sex role in the work environment -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8731 , http://hdl.handle.net/10948/822 , Glass ceiling (Employment discrimination) -- South Africa , Sex discrimination against women -- South Africa , Sex discrimination in employment -- South Africa , Women employees -- Promotions -- South Africa , Sex role in the work environment -- South Africa
- Description: Due to the continual constant battle women have to face in order to progress in the workplace, it has become necessary to assess the degree of transformational change within the workplace within South Africa to try to establish just what these barriers are and how it can be overcome. To examine the main problem, three sub-problems were identified. The first sub-problem that had been identified dealt with what the women’s rights in the new South Africa. It was investigated by evaluating the situation in the New South Africa and what has changed from the past. Is there more gender equality or not. The second sub-problem looked at the barriers that women face in the workplace. It is evident that sexual harassment, male chauvinism, trying to balance work and family as well as organisational structure and culture were among the top barriers that are a hindrance to women’s advancement in the workplace. Finally, the third sub-problem investigated what the glass ceiling effect is and the effect that this has on women in the workplace. The investigation evaluated, and emphasised the difficulties that women face in order to progress in the hierarchy of not only management but other occupations as well. Results have shown that most females and males believe that the glass ceiling is prevalent in the workplace. Most people believe that women can however break through the glass ceiling but now there is a new phenomenon, “The Glass Cliff” which allows women to break through the glass ceiling but only of organisations that are already in trouble.
- Full Text:
- Date Issued: 2005
Employee engagement in small medium micro enterprise in the Buffalo City Municipality
- Authors: Mlakalaka, Bulelwa Ndileka
- Date: 2017
- Subjects: Employee empowerment -- South Africa -- Buffalo City Sustainable development -- South Africa -- Buffalo City
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/18959 , vital:28760
- Description: The purpose of the study was to identify the factors that affect the engagement of the employees in Small Medium and Micro Enterprises (SMMEs) in Buffalo City. The quantitative data gathering was conducted in the form of questionnaires accompanied by a covering letter and was distributed amongst the SMMEs in the Buffalo City Area. The companies selected were those that had been operational for longer than four years with an employee complement of more than five. Employee engagement is given different definitions by different authors. The Kenexa Work Trends Report, (2012 cited by Bhuvanaiah and Raya) explain employee engagement as the extent to which employees are motivated to contribute to organisational success and are willingly applying their efforts to accomplish the organisational goals (Bhuvanaiah and Raya 2014:65). Dubrin says that engagement is the employee’s commitment and willingness to stay in the company they work for and to deliver beyond what is expected of them (Dubrin 2013: 205). The variables identified in literature that affect employee engagement are: Nature of continuous learning, Revenue transparency, Employee value proposition, Job satisfaction, Leadership style, Equitable rewards, Supportive colleagues, Supportive working conditions, Compensation and job security and Policies and procedures. The study proved that different variables cannot be looked at in isolation by the SMMEs. This is because the study showed some form of dependency, which was weak, moderate or strong, that existed in these variables. The research proved a weak relationship exists between working conditions and leadership management. A moderate relationship existed between: Continuous learning and Leadership style, Leadership style and Revenue transparency, Working conditions and Continuous improvement, Job security and Leadership style, Leader and Management, Working conditions and Revenue transparency A strong relationship was seen to exist between Continuous learning and Revenue Transparency. A strong relationship also exists between Continuous learning and Management innovation and leadership and revenue transparency. The final recommendations provide the SMMEs in the Buffalo City Municipality with the opportunity to take their businesses from good to great.
- Full Text:
- Date Issued: 2017
- Authors: Mlakalaka, Bulelwa Ndileka
- Date: 2017
- Subjects: Employee empowerment -- South Africa -- Buffalo City Sustainable development -- South Africa -- Buffalo City
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/18959 , vital:28760
- Description: The purpose of the study was to identify the factors that affect the engagement of the employees in Small Medium and Micro Enterprises (SMMEs) in Buffalo City. The quantitative data gathering was conducted in the form of questionnaires accompanied by a covering letter and was distributed amongst the SMMEs in the Buffalo City Area. The companies selected were those that had been operational for longer than four years with an employee complement of more than five. Employee engagement is given different definitions by different authors. The Kenexa Work Trends Report, (2012 cited by Bhuvanaiah and Raya) explain employee engagement as the extent to which employees are motivated to contribute to organisational success and are willingly applying their efforts to accomplish the organisational goals (Bhuvanaiah and Raya 2014:65). Dubrin says that engagement is the employee’s commitment and willingness to stay in the company they work for and to deliver beyond what is expected of them (Dubrin 2013: 205). The variables identified in literature that affect employee engagement are: Nature of continuous learning, Revenue transparency, Employee value proposition, Job satisfaction, Leadership style, Equitable rewards, Supportive colleagues, Supportive working conditions, Compensation and job security and Policies and procedures. The study proved that different variables cannot be looked at in isolation by the SMMEs. This is because the study showed some form of dependency, which was weak, moderate or strong, that existed in these variables. The research proved a weak relationship exists between working conditions and leadership management. A moderate relationship existed between: Continuous learning and Leadership style, Leadership style and Revenue transparency, Working conditions and Continuous improvement, Job security and Leadership style, Leader and Management, Working conditions and Revenue transparency A strong relationship was seen to exist between Continuous learning and Revenue Transparency. A strong relationship also exists between Continuous learning and Management innovation and leadership and revenue transparency. The final recommendations provide the SMMEs in the Buffalo City Municipality with the opportunity to take their businesses from good to great.
- Full Text:
- Date Issued: 2017
Investigating the relationship between human resource practices and organisational commitment amongst financial advisors in an insurance company in Kwa-Zulu Natal
- Authors: Appasamy, Sherilyn
- Date: 2020
- Subjects: Financial services industry
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/47514 , vital:40120
- Description: The insurance sector within the financial services industry faces a significant human capital dilemma due to its largely aging workforce. Over the last decade, the financial services industry has been plagued by enormous and complex change. This plethora of change is as a result of changing regulatory landscape, the evolving digitalisation of the world and the state of the declining youth African economy. This uncertainty and instability has the potential to impact the career aspirations of financial advisors in the insurance sector as they experience many hurdles to growth. This volatility also impacts organisations as attraction into the role diminishes. Human Resource Management practices which are meant to fulfill strategic partnership role within organisations are meant to guide business accordingly to attract and retain top talent. This paper presents an investigation of Human Resource Management (HRM) practices within an insurance company and the impact of Human Resources Management practices on the organisational commitment of financial advisors. An empirical study, consisting of an online questionnaire, was conducted amongst 102 employees from an insurance company in Kwa-Zulu Natal. The analysis revealed that the relationship of HRM practices to organisational commitment outcomes in the insurance company was exclusive in that only three of the five HRM practices being recruitment and selection; training and development; and workplace culture and climate, were found to be positively and significantly related to the organisational commitment of advisors. It was concluded that recruitment and selection plays an important role in matching the right skills, abilities and personality for the job. There is a critical need for the shift in focus from academy classroom learning to on-the-job practical training and mentorship from senior advisors. Thirdly, workplace climate and culture is a key determinant into whether an employee will stay and creating a space which is diverse, flexible and harnesses work-life integration will be more critical moving forward.
- Full Text:
- Date Issued: 2020
- Authors: Appasamy, Sherilyn
- Date: 2020
- Subjects: Financial services industry
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/47514 , vital:40120
- Description: The insurance sector within the financial services industry faces a significant human capital dilemma due to its largely aging workforce. Over the last decade, the financial services industry has been plagued by enormous and complex change. This plethora of change is as a result of changing regulatory landscape, the evolving digitalisation of the world and the state of the declining youth African economy. This uncertainty and instability has the potential to impact the career aspirations of financial advisors in the insurance sector as they experience many hurdles to growth. This volatility also impacts organisations as attraction into the role diminishes. Human Resource Management practices which are meant to fulfill strategic partnership role within organisations are meant to guide business accordingly to attract and retain top talent. This paper presents an investigation of Human Resource Management (HRM) practices within an insurance company and the impact of Human Resources Management practices on the organisational commitment of financial advisors. An empirical study, consisting of an online questionnaire, was conducted amongst 102 employees from an insurance company in Kwa-Zulu Natal. The analysis revealed that the relationship of HRM practices to organisational commitment outcomes in the insurance company was exclusive in that only three of the five HRM practices being recruitment and selection; training and development; and workplace culture and climate, were found to be positively and significantly related to the organisational commitment of advisors. It was concluded that recruitment and selection plays an important role in matching the right skills, abilities and personality for the job. There is a critical need for the shift in focus from academy classroom learning to on-the-job practical training and mentorship from senior advisors. Thirdly, workplace climate and culture is a key determinant into whether an employee will stay and creating a space which is diverse, flexible and harnesses work-life integration will be more critical moving forward.
- Full Text:
- Date Issued: 2020
Successful implementation of succession planning: second generation
- Authors: Fox, Roderick Charles
- Date: 2012
- Subjects: Family-owned business enterprises -- Succession , Family corporations -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8771 , http://hdl.handle.net/10948/d1012445 , Family-owned business enterprises -- Succession , Family corporations -- Management
- Description: Family businesses are prevalent in South Africa and throughout the world. Succession is one of the largest challenges facing family businesses. It has been estimated that only one third of family businesses survive to the second generation. This study attempts to determine what the main features are to promote successful family business succession and continuity. The family chosen for this research is the Venter family. The research has scaled the various influencing variables from the literature review into the following focus areas: relationships, conflict, vision, effective succession characteristics and continuity. The findings reflect many instances found in the literature, some are: individuals can manage themselves and have relationships with others; have the ability to resolve conflicts; have mutual support and trust; there is respect between the founder and successor; the business vision is clear; communication is open and clear and decisions are based on expertise and knowledge. Many other aspects are highlighted in the research that follows. In addition, the study attempts to identify the generational effects, the major characteristics of the family owned succession process and the views of the predecessors on the succession process and the post succession period.
- Full Text:
- Date Issued: 2012
- Authors: Fox, Roderick Charles
- Date: 2012
- Subjects: Family-owned business enterprises -- Succession , Family corporations -- Management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8771 , http://hdl.handle.net/10948/d1012445 , Family-owned business enterprises -- Succession , Family corporations -- Management
- Description: Family businesses are prevalent in South Africa and throughout the world. Succession is one of the largest challenges facing family businesses. It has been estimated that only one third of family businesses survive to the second generation. This study attempts to determine what the main features are to promote successful family business succession and continuity. The family chosen for this research is the Venter family. The research has scaled the various influencing variables from the literature review into the following focus areas: relationships, conflict, vision, effective succession characteristics and continuity. The findings reflect many instances found in the literature, some are: individuals can manage themselves and have relationships with others; have the ability to resolve conflicts; have mutual support and trust; there is respect between the founder and successor; the business vision is clear; communication is open and clear and decisions are based on expertise and knowledge. Many other aspects are highlighted in the research that follows. In addition, the study attempts to identify the generational effects, the major characteristics of the family owned succession process and the views of the predecessors on the succession process and the post succession period.
- Full Text:
- Date Issued: 2012
Companies creating shared value through their business models
- Authors: Ncemane, Bonakele
- Date: 2019
- Subjects: Business planning , Strategic planning Social responsibility of business Capitalism -- Moral and ethical aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/42935 , vital:36712
- Description: The subject of this treatise was the construct “Creating Shared Value”. The purpose was to explore the business models companies use to create shared value. The study was based on the life insurance industry. The study employed a qualitative paradigm and four Cases were content analysed. It was found that business models used by the insurance industry increase quality of life and thereby increasing social value; further these business models increases economic value for business through the reduction of insurance costs . This mutual and simultaneous creation of economic value and social value is the underlying principle of the Shared Value Construct. Secondly it was found that business models used by the life insurance companies selected for the study manifested hybrid business models with features of both inclusive and social business models components. Practical implications – Policy makers should consider providing universal coverage based on the emerging hybrid business model as an alternative to National Health Insurance business model that is aimed at compulsory membership of citizens to a medical aids. These model enhance early detection of disease’s which promotes better health management and prevention, literature review correlated this with better productivity, less insurance claims and general wellbeing of the citizens.
- Full Text:
- Date Issued: 2019
- Authors: Ncemane, Bonakele
- Date: 2019
- Subjects: Business planning , Strategic planning Social responsibility of business Capitalism -- Moral and ethical aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/42935 , vital:36712
- Description: The subject of this treatise was the construct “Creating Shared Value”. The purpose was to explore the business models companies use to create shared value. The study was based on the life insurance industry. The study employed a qualitative paradigm and four Cases were content analysed. It was found that business models used by the insurance industry increase quality of life and thereby increasing social value; further these business models increases economic value for business through the reduction of insurance costs . This mutual and simultaneous creation of economic value and social value is the underlying principle of the Shared Value Construct. Secondly it was found that business models used by the life insurance companies selected for the study manifested hybrid business models with features of both inclusive and social business models components. Practical implications – Policy makers should consider providing universal coverage based on the emerging hybrid business model as an alternative to National Health Insurance business model that is aimed at compulsory membership of citizens to a medical aids. These model enhance early detection of disease’s which promotes better health management and prevention, literature review correlated this with better productivity, less insurance claims and general wellbeing of the citizens.
- Full Text:
- Date Issued: 2019
An assessment of the challenges and successes experienced when implementing the six sigma methodology in Continental Tyre South Africa
- Authors: Kanakana, Mukundeleli Grace
- Date: 2006
- Subjects: Six sigma (Quality control standard) , Total quality control , Total quality management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8553 , http://hdl.handle.net/10948/531 , Six sigma (Quality control standard) , Total quality control , Total quality management
- Description: Globalisation has opened up international markets for South African companies, but has also introduced competition in the domestic market. As a result, South African organisations are forced to attain global efficiency levels if they are to compete on the world market as well as maintain their domestic market share. Organisations have to come with creative methods that can enhance their competitiveness, one of them being the Six Sigma. Six Sigma is a measurement-based strategy that focuses on process improvement and variation reduction as a means towards performance improvement. The methodology has a reputation of success, however a number of organisations believe that the methodology is not relevant to their specific competitive needs. Six Sigma is seen as another continuous improvement tool applicable to first world country organisations which will fade away with time. The study was undertaken to find out challenges and successes of implementing a Six Sigma methodology at Continental Tyre SA. The findings of the study revealed that the experience of implementing Six Sigma methodology at Continental Tyre SA is similar to those experienced by first world organisations. It is concluded that Six Sigma methodology can improve organisation processes and yield financial benefits irrespective of organisation location or background. However, organisations must follow a systematic guideline when implementing the methodology. The study provides recommendations on how Continental Tyre SA can align their strategy in order to achieve organisational objectives. The following recommendations were made: Roll out Six Sigma to support departments; Align the strategy to address critical success factors; Improve project turnover time and measure the success on financial savings and number of projects completed.
- Full Text:
- Date Issued: 2006
- Authors: Kanakana, Mukundeleli Grace
- Date: 2006
- Subjects: Six sigma (Quality control standard) , Total quality control , Total quality management
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8553 , http://hdl.handle.net/10948/531 , Six sigma (Quality control standard) , Total quality control , Total quality management
- Description: Globalisation has opened up international markets for South African companies, but has also introduced competition in the domestic market. As a result, South African organisations are forced to attain global efficiency levels if they are to compete on the world market as well as maintain their domestic market share. Organisations have to come with creative methods that can enhance their competitiveness, one of them being the Six Sigma. Six Sigma is a measurement-based strategy that focuses on process improvement and variation reduction as a means towards performance improvement. The methodology has a reputation of success, however a number of organisations believe that the methodology is not relevant to their specific competitive needs. Six Sigma is seen as another continuous improvement tool applicable to first world country organisations which will fade away with time. The study was undertaken to find out challenges and successes of implementing a Six Sigma methodology at Continental Tyre SA. The findings of the study revealed that the experience of implementing Six Sigma methodology at Continental Tyre SA is similar to those experienced by first world organisations. It is concluded that Six Sigma methodology can improve organisation processes and yield financial benefits irrespective of organisation location or background. However, organisations must follow a systematic guideline when implementing the methodology. The study provides recommendations on how Continental Tyre SA can align their strategy in order to achieve organisational objectives. The following recommendations were made: Roll out Six Sigma to support departments; Align the strategy to address critical success factors; Improve project turnover time and measure the success on financial savings and number of projects completed.
- Full Text:
- Date Issued: 2006
The impact of the LRA amendments 2015 - section 198 on labour flexibility in the nelson Mandela Bay automotive component manufacturing industry
- Authors: Badenhorst, Petri
- Date: 2018
- Subjects: Employment agencies -- South Africa , Labor market -- South Africa -- Nelson Mandela Bay Municipality Labor laws and legislation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/23360 , vital:30535
- Description: For many years businesses have been capitalising on the benefits that employees employed on a temporary basis through temporary employment services (labour brokers) has had to offer in terms of labour flexibility. Following the passing of the amended Labour Relations Act of South Africa in early 2015, much attention has been given to section 198 as this section aims to further regulate the use temporary employment. The main objective of this paper consists in studying the impact that the recent amendments to section 198 of the Labour Relations Act have had on labour flexibility in the Nelson Mandela Bay automotive component manufacturing industry. The paper examines how businesses have historically benefitted from the use of temporary labour, how these benefits are slowly being removed, and how businesses are responding to mitigate the risks associated with this legislative change whilst becoming compliant. As the topic being researched is still very recent, with certain legal aspects remaining to be fully tested in the courts, it is hoped that that this study will provide sufficient information to assist all the stakeholders of businesses to make more informative decisions in the future.
- Full Text:
- Date Issued: 2018
- Authors: Badenhorst, Petri
- Date: 2018
- Subjects: Employment agencies -- South Africa , Labor market -- South Africa -- Nelson Mandela Bay Municipality Labor laws and legislation -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/23360 , vital:30535
- Description: For many years businesses have been capitalising on the benefits that employees employed on a temporary basis through temporary employment services (labour brokers) has had to offer in terms of labour flexibility. Following the passing of the amended Labour Relations Act of South Africa in early 2015, much attention has been given to section 198 as this section aims to further regulate the use temporary employment. The main objective of this paper consists in studying the impact that the recent amendments to section 198 of the Labour Relations Act have had on labour flexibility in the Nelson Mandela Bay automotive component manufacturing industry. The paper examines how businesses have historically benefitted from the use of temporary labour, how these benefits are slowly being removed, and how businesses are responding to mitigate the risks associated with this legislative change whilst becoming compliant. As the topic being researched is still very recent, with certain legal aspects remaining to be fully tested in the courts, it is hoped that that this study will provide sufficient information to assist all the stakeholders of businesses to make more informative decisions in the future.
- Full Text:
- Date Issued: 2018
Strategies for managing work related stress
- Authors: Müller, Elsie Franscina
- Date: 2007
- Subjects: Stress management , Job stress , Work -- Psychological aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8577 , http://hdl.handle.net/10948/742 , Stress management , Job stress , Work -- Psychological aspects
- Description: The objective of this study was to identify the strategies (primary, secondary and tertiary) that can be employed to manage work related stress. A questionnaire, was designed based on the strategies found in a literature study on the topic and used to gather inputs from academic head of department and lecturers. The questionnaire was delivered by hand to 18 potential respondents. All 16 questionnaires returned could be used. These were processed and analysed using Microsoft Excel spreadsheets. In general support was found for primary stress management strategies pertaining to work schedule, work load and work pace, job content, career development, the home-work relationship and work environment. Lifestyle management in terms of physical activities and a healthy diet were regarded as the preferred secondary stress management strategies. The strategies related to lifestyle management which were identified from the literature study were physical activities, healthy diet, relaxation techniques such as meditation and yoga. Support was found for tertiary stress management strategies but most of the respondents were not sure if their organisation offered any wellness, employee assistance or stress management programmes. Wellness programmes were indicated as a strategy that will have the most impact on reducing work related stress and employee assistance programmes (EAPs) ranked there after. Overall respondents indicated that they did not perceive their work as very stressful.
- Full Text:
- Date Issued: 2007
- Authors: Müller, Elsie Franscina
- Date: 2007
- Subjects: Stress management , Job stress , Work -- Psychological aspects
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8577 , http://hdl.handle.net/10948/742 , Stress management , Job stress , Work -- Psychological aspects
- Description: The objective of this study was to identify the strategies (primary, secondary and tertiary) that can be employed to manage work related stress. A questionnaire, was designed based on the strategies found in a literature study on the topic and used to gather inputs from academic head of department and lecturers. The questionnaire was delivered by hand to 18 potential respondents. All 16 questionnaires returned could be used. These were processed and analysed using Microsoft Excel spreadsheets. In general support was found for primary stress management strategies pertaining to work schedule, work load and work pace, job content, career development, the home-work relationship and work environment. Lifestyle management in terms of physical activities and a healthy diet were regarded as the preferred secondary stress management strategies. The strategies related to lifestyle management which were identified from the literature study were physical activities, healthy diet, relaxation techniques such as meditation and yoga. Support was found for tertiary stress management strategies but most of the respondents were not sure if their organisation offered any wellness, employee assistance or stress management programmes. Wellness programmes were indicated as a strategy that will have the most impact on reducing work related stress and employee assistance programmes (EAPs) ranked there after. Overall respondents indicated that they did not perceive their work as very stressful.
- Full Text:
- Date Issued: 2007