An evaluation of the brand campus concept implemented at Mercedes-Benz South Africa: a case study
- Authors: Samkange, Tichaona
- Date: 2009
- Subjects: Mercedes-Benz of South Africa DaimlerChrysler -- South Africa Consumer satisfaction Case studies -- South Africa Product management Case studies -- South Africa Brand name products -- Management Case studies Brand name products -- Valuation Case studies Marketing Case studies -- South Africa Brand choices Case studies -- South Africa Customer preferences Case studies -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:741 , http://hdl.handle.net/10962/d1003861
- Description: Primarily, this research study was concerned with the evaluation of the brand campus concept implemented at then DaimlerChrysler South Africa in 2002, as a case study. Pretoria-based Mercedes-Benz South Africa (Pty) Ltd. (MBSA) is a subsidiary of global vehicle manufacturer Germany’s Daimler-Benz AG (DBAG). They are responsible for assembling, distributing and retailing, certain Mercedes-Benz and Mitsubishi vehicle brands, and spare parts. The landmark 1998 DaimlerChrysler global ‘merger of equals’ was preceded by the 1995 joint venture between Mercedes-Benz and Mitsubishi Motor Corporation. Consequently, three brands (Mercedes-Benz, Chrysler and Mitsubishi) were retailed and marketed under DaimlerChrysler South Africa (Pty) Ltd. (DCSA), positioned next to each other in the same showroom. This report identifies key challenges stemming from this approach, namely: brand strength dilution, more than 80 multi-franchised dealers and multi-branded showrooms, service capacity problems, old working environment and infrastructure, and perceived intra-brand competition. The research evidence suggests that these problems prompted then DCSA to launch the 2000 Dealer Network Strategy (DNS). In the grand scheme of things, the DNS intervention entailed partitioning the dealer network into five brand centres in five metro regions, and eighteen market centres in the rural areas. The brand campus concept was borne out of DNS and proved to be a masterstroke since, the primary focus was on streamlining the retail facilities for DCSA vehicle sales, service and spare parts for both the passenger and commercial vehicles. This study highlights key pillars of the brand campus concept, namely: profitability, brand focus, customer orientation and diversity. The challenge was to address seven major drivers of the brand campus concept, namely: after-sales vehicle support, vehicle service capacity, lead-times, spare parts availability, sales information propagation, behavior of sales personnel and the overall vehicle dealership appearance. Semi-structured interviews constituted part of the evaluation based on the perspectives of five customers, three dealer principals and two MBSA marketing executives. The research evidence, which also came from MBSA documentation and direct observation, shows that this innovative concept has been remarkably successful.
- Full Text:
- Date Issued: 2009
- Authors: Samkange, Tichaona
- Date: 2009
- Subjects: Mercedes-Benz of South Africa DaimlerChrysler -- South Africa Consumer satisfaction Case studies -- South Africa Product management Case studies -- South Africa Brand name products -- Management Case studies Brand name products -- Valuation Case studies Marketing Case studies -- South Africa Brand choices Case studies -- South Africa Customer preferences Case studies -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:741 , http://hdl.handle.net/10962/d1003861
- Description: Primarily, this research study was concerned with the evaluation of the brand campus concept implemented at then DaimlerChrysler South Africa in 2002, as a case study. Pretoria-based Mercedes-Benz South Africa (Pty) Ltd. (MBSA) is a subsidiary of global vehicle manufacturer Germany’s Daimler-Benz AG (DBAG). They are responsible for assembling, distributing and retailing, certain Mercedes-Benz and Mitsubishi vehicle brands, and spare parts. The landmark 1998 DaimlerChrysler global ‘merger of equals’ was preceded by the 1995 joint venture between Mercedes-Benz and Mitsubishi Motor Corporation. Consequently, three brands (Mercedes-Benz, Chrysler and Mitsubishi) were retailed and marketed under DaimlerChrysler South Africa (Pty) Ltd. (DCSA), positioned next to each other in the same showroom. This report identifies key challenges stemming from this approach, namely: brand strength dilution, more than 80 multi-franchised dealers and multi-branded showrooms, service capacity problems, old working environment and infrastructure, and perceived intra-brand competition. The research evidence suggests that these problems prompted then DCSA to launch the 2000 Dealer Network Strategy (DNS). In the grand scheme of things, the DNS intervention entailed partitioning the dealer network into five brand centres in five metro regions, and eighteen market centres in the rural areas. The brand campus concept was borne out of DNS and proved to be a masterstroke since, the primary focus was on streamlining the retail facilities for DCSA vehicle sales, service and spare parts for both the passenger and commercial vehicles. This study highlights key pillars of the brand campus concept, namely: profitability, brand focus, customer orientation and diversity. The challenge was to address seven major drivers of the brand campus concept, namely: after-sales vehicle support, vehicle service capacity, lead-times, spare parts availability, sales information propagation, behavior of sales personnel and the overall vehicle dealership appearance. Semi-structured interviews constituted part of the evaluation based on the perspectives of five customers, three dealer principals and two MBSA marketing executives. The research evidence, which also came from MBSA documentation and direct observation, shows that this innovative concept has been remarkably successful.
- Full Text:
- Date Issued: 2009
A critical assessment of the implementation of performance management in the Nelson Mandela Bay Municipality
- Authors: Ngcelwane, Mnikeli Jackson
- Date: 2009
- Subjects: Nelson Mandela Metropolitan Municipality (Eastern Cape, South Africa) -- Administration Performance -- Management -- South Africa -- Eastern Cape Industrial Management Teams in the workplace -- Management Municipal government -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:736 , http://hdl.handle.net/10962/d1003856
- Description: The transformation of all spheres of South African government to a more effective and efficient administration became a priority after the election of the country's first democratic government in April 1994. An important aspect of South Africa's democratisation was the promise by the new government to improve the lives of the people of this country, and provide a better life for all the citizens of South Africa. One of the most effective ways of achieving this goal is generally accepted to be the proper management and strengthening of the local government sphere. Local government is the sphere of government that is closest to the people, and generally the performance of National Government is assessed through the performance of municipalities. In strengthening local government, various pieces of legislation were developed since 1994 to ensure that the objectives of Section 152 of the Constitution are achieved. As a result of these imperatives, the Department of Provincial and Local Government introduced a White Paper on Local Government on 9 March 1998, with a vision of working towards a new developmental local government system. Various statutes emanated from this strategic framework, such as the Local Government: Municipal Structures Act No. 117 of 1998, the Local Government: Municipal Systems Act No. 32 of 2000 and the Local Government: Municipal Finance Management Act No. 56 of 2003. These legislative enactments endeavour to ensure that the local sphere of government is managed more strategically than previously, and is responsive to the needs of communities. Municipalities are expected to deliver efficient and affordable services to the local communities, and failure to do so could result in the recent spate of violent protest that has been recently experienced in various parts of the country. In order to measure the extent of service delivery to the communities, and to assess whether the objectives named in the municipality's Integrated Development Plan (IDP) document are being achieved, municipalities are compelled to implement performance management for all members of staff, political office bearers and service providers, in terms of the Municipal Systems Act No. 32 of 2000. This thesis therefore looks at challenges faced by the Senior Management (i.e. Section 57 employees, Directors and Assistant Directors) in the implementation of performance management within the Nelson Mandela Bay Municipality, during the first five years of their term in office (i.e. Senior Management appointed after 6 December 2000 local government elections), and recommending performance management steps as well as performance management model that can be used to cascade performance management amongst all levels of staff. This thesis begins by introducing the subject of performance management, briefly discussing the demarcation of the research, the research method utilised, the historical background of performance management, as well as the current status of performance management within the municipality. The introduction of the topic is followed by a theoretical overview of the subject of performance management. This is followed by the discussion of the research methodology followed when conducting this research study. The findings are discussed in detail after the research methodology, giving a synopsis of what the interviewees disclosed during the interview process. The last chapter provides a brief discussion of the findings, and discusses the recommended performance management steps and performance management model, that can be used by the municipality to cascade performance amongst all members of staff.
- Full Text:
- Date Issued: 2009
- Authors: Ngcelwane, Mnikeli Jackson
- Date: 2009
- Subjects: Nelson Mandela Metropolitan Municipality (Eastern Cape, South Africa) -- Administration Performance -- Management -- South Africa -- Eastern Cape Industrial Management Teams in the workplace -- Management Municipal government -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:736 , http://hdl.handle.net/10962/d1003856
- Description: The transformation of all spheres of South African government to a more effective and efficient administration became a priority after the election of the country's first democratic government in April 1994. An important aspect of South Africa's democratisation was the promise by the new government to improve the lives of the people of this country, and provide a better life for all the citizens of South Africa. One of the most effective ways of achieving this goal is generally accepted to be the proper management and strengthening of the local government sphere. Local government is the sphere of government that is closest to the people, and generally the performance of National Government is assessed through the performance of municipalities. In strengthening local government, various pieces of legislation were developed since 1994 to ensure that the objectives of Section 152 of the Constitution are achieved. As a result of these imperatives, the Department of Provincial and Local Government introduced a White Paper on Local Government on 9 March 1998, with a vision of working towards a new developmental local government system. Various statutes emanated from this strategic framework, such as the Local Government: Municipal Structures Act No. 117 of 1998, the Local Government: Municipal Systems Act No. 32 of 2000 and the Local Government: Municipal Finance Management Act No. 56 of 2003. These legislative enactments endeavour to ensure that the local sphere of government is managed more strategically than previously, and is responsive to the needs of communities. Municipalities are expected to deliver efficient and affordable services to the local communities, and failure to do so could result in the recent spate of violent protest that has been recently experienced in various parts of the country. In order to measure the extent of service delivery to the communities, and to assess whether the objectives named in the municipality's Integrated Development Plan (IDP) document are being achieved, municipalities are compelled to implement performance management for all members of staff, political office bearers and service providers, in terms of the Municipal Systems Act No. 32 of 2000. This thesis therefore looks at challenges faced by the Senior Management (i.e. Section 57 employees, Directors and Assistant Directors) in the implementation of performance management within the Nelson Mandela Bay Municipality, during the first five years of their term in office (i.e. Senior Management appointed after 6 December 2000 local government elections), and recommending performance management steps as well as performance management model that can be used to cascade performance management amongst all levels of staff. This thesis begins by introducing the subject of performance management, briefly discussing the demarcation of the research, the research method utilised, the historical background of performance management, as well as the current status of performance management within the municipality. The introduction of the topic is followed by a theoretical overview of the subject of performance management. This is followed by the discussion of the research methodology followed when conducting this research study. The findings are discussed in detail after the research methodology, giving a synopsis of what the interviewees disclosed during the interview process. The last chapter provides a brief discussion of the findings, and discusses the recommended performance management steps and performance management model, that can be used by the municipality to cascade performance amongst all members of staff.
- Full Text:
- Date Issued: 2009
A case study of strategy implementation at a major Eastern Cape component supplier company in the automotive industry
- Authors: Koyana, Gwyneth Puseletso
- Date: 2009
- Subjects: Automobile industry and trade -- South Africa -- Eastern Cape Automobile industry workers -- South Africa -- Eastern Cape Industrial organization -- South Africa -- Eastern Cape -- Case studies Strategic planning -- South Africa -- Eastern Cape -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:735 , http://hdl.handle.net/10962/d1003855
- Description: A review of the literature on strategy implementation reveals that there is limited knowledge on how strategies should be implemented. This thesis focuses on a case study of strategy implementation at a major Eastern Cape component supplier company in the automotive industry, for purposes of establishing how the company implemented its strategies to become one of the best cost leaders in the manufacture of automotive pressed metal body components in South Africa. Data collated from the company is analysed and discussed with a resultant description of how the research participants understood the process of strategy implementation within the research company during the period January 2006 to December 2007. Interviews were undertaken within the levels of top management, middle management and the operational employees. Interpretations were made of the constructs made by the research participants in their understanding of how the research company implemented its strategy to become one of the best cost leaders in the manufacture of automotive pressed metal body components. It transpired from the findings of the research that the research company manufactured 70% of its products for one major client. During the manufacture of its products, the research company had to conform to the quality standards required by the main client. The main client was therefore offered the desired service at the best price. The strategy of the research company was to strive to be one of the best cost leaders in the manufacture of its products. It sought to do this by producing high quality products. Analysis is made of the strategic content, strategic context, operational processes and outcomes for the research company after the implementation of its strategy. It emerges in the case study that the strategy implementation factors cannot be considered separately in linear models but holistically, since one implementation factor may influence the others, resulting in a context and process based approach.
- Full Text:
- Date Issued: 2009
- Authors: Koyana, Gwyneth Puseletso
- Date: 2009
- Subjects: Automobile industry and trade -- South Africa -- Eastern Cape Automobile industry workers -- South Africa -- Eastern Cape Industrial organization -- South Africa -- Eastern Cape -- Case studies Strategic planning -- South Africa -- Eastern Cape -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:735 , http://hdl.handle.net/10962/d1003855
- Description: A review of the literature on strategy implementation reveals that there is limited knowledge on how strategies should be implemented. This thesis focuses on a case study of strategy implementation at a major Eastern Cape component supplier company in the automotive industry, for purposes of establishing how the company implemented its strategies to become one of the best cost leaders in the manufacture of automotive pressed metal body components in South Africa. Data collated from the company is analysed and discussed with a resultant description of how the research participants understood the process of strategy implementation within the research company during the period January 2006 to December 2007. Interviews were undertaken within the levels of top management, middle management and the operational employees. Interpretations were made of the constructs made by the research participants in their understanding of how the research company implemented its strategy to become one of the best cost leaders in the manufacture of automotive pressed metal body components. It transpired from the findings of the research that the research company manufactured 70% of its products for one major client. During the manufacture of its products, the research company had to conform to the quality standards required by the main client. The main client was therefore offered the desired service at the best price. The strategy of the research company was to strive to be one of the best cost leaders in the manufacture of its products. It sought to do this by producing high quality products. Analysis is made of the strategic content, strategic context, operational processes and outcomes for the research company after the implementation of its strategy. It emerges in the case study that the strategy implementation factors cannot be considered separately in linear models but holistically, since one implementation factor may influence the others, resulting in a context and process based approach.
- Full Text:
- Date Issued: 2009
Assessing the impact of qualified mathematics and science teachers in the Buffalo city area
- Authors: Kopolo, Lungiswa
- Date: 2009
- Subjects: Employee retention -- South Africa -- Buffalo City Municipality , Employees -- Recruiting -- South Africa -- Buffalo City Municipality , Mathematics teachers -- South Africa -- Buffalo City Municipality , Science teachers -- South Africa -- Buffalo City Municipality , Education -- Personnel management , School -- Personnel management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8573 , http://hdl.handle.net/10948/1173 , Employee retention -- South Africa -- Buffalo City Municipality , Employees -- Recruiting -- South Africa -- Buffalo City Municipality , Mathematics teachers -- South Africa -- Buffalo City Municipality , Science teachers -- South Africa -- Buffalo City Municipality , Education -- Personnel management , School -- Personnel management -- South Africa
- Description: Mathematics and science form an integral part people’s daily lives. South African people suddenly find themselves on a technological highway, where mathematical, scientific and creative thinking as well as problem solving skills take centre stage. However many people fear these, and believe that they are unable to tackle them. Mathematics and science educators therefore have need to have knowledge and understanding regarding 6 the foundation of the teaching of these subjects in the intermediate and senior phases at schools. This should enable them to contribute positively towards changing people’s perceptions about these subjects. Based on the above information I felt it imperative for me to investigate the impact of shortages of maths and science educators with special reference to the Buffalo City Area. Purpose of the study: 1 To determine whether schools are able to attract and retain qualified maths and science educators, 2 To identify the quantity of quality maths and science learners schools are able to produce for tertiary education, 3 To investigate the rate of turnover of maths and science educators, 4 To identify the number of maths and science learners who are willing to study maths and science at tertiary level and thereafter join the teaching fraternity.
- Full Text:
- Date Issued: 2009
- Authors: Kopolo, Lungiswa
- Date: 2009
- Subjects: Employee retention -- South Africa -- Buffalo City Municipality , Employees -- Recruiting -- South Africa -- Buffalo City Municipality , Mathematics teachers -- South Africa -- Buffalo City Municipality , Science teachers -- South Africa -- Buffalo City Municipality , Education -- Personnel management , School -- Personnel management -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8573 , http://hdl.handle.net/10948/1173 , Employee retention -- South Africa -- Buffalo City Municipality , Employees -- Recruiting -- South Africa -- Buffalo City Municipality , Mathematics teachers -- South Africa -- Buffalo City Municipality , Science teachers -- South Africa -- Buffalo City Municipality , Education -- Personnel management , School -- Personnel management -- South Africa
- Description: Mathematics and science form an integral part people’s daily lives. South African people suddenly find themselves on a technological highway, where mathematical, scientific and creative thinking as well as problem solving skills take centre stage. However many people fear these, and believe that they are unable to tackle them. Mathematics and science educators therefore have need to have knowledge and understanding regarding 6 the foundation of the teaching of these subjects in the intermediate and senior phases at schools. This should enable them to contribute positively towards changing people’s perceptions about these subjects. Based on the above information I felt it imperative for me to investigate the impact of shortages of maths and science educators with special reference to the Buffalo City Area. Purpose of the study: 1 To determine whether schools are able to attract and retain qualified maths and science educators, 2 To identify the quantity of quality maths and science learners schools are able to produce for tertiary education, 3 To investigate the rate of turnover of maths and science educators, 4 To identify the number of maths and science learners who are willing to study maths and science at tertiary level and thereafter join the teaching fraternity.
- Full Text:
- Date Issued: 2009
A case study of strategic leadership in the creation and development of a privately owned newspaper in Zambia
- Authors: Mungonge, Goliath
- Date: 2009
- Subjects: Newspapers -- Zambia Strategic planning -- Zambia -- Case studies Mass media -- Zambia -- Case studies Journalism -- Zambia -- Case studies Newspaper publishing -- Zambia -- Case studies Press -- Zambia -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:734 , http://hdl.handle.net/10962/d1003854
- Description: Roles of various constituent elements of Strategic Leadership address deep and continuing issues relating to the creation and development of any organization. What is required to help firms successfully navigate the dynamics and uncertain environment in which they compete today to be successful is addressed. The founding in July 1991 of The Post, a privately owned Zambian newspaper, provided a unique opportunity to investigate the roles that various constituent elements of strategic leadership have played in its success. This is largely because much is already known about how state-owned media are managed, financed, and sustained by the state itself, which is fully involved in their re-capitalization and operating costs. The themes identified are at the heart of current debates about the capacity of private organizations to respond to new expectations, market realities, no state funding, globalization, technology, and a long list of other challenges so as to become market driven enterprises. The case of The Post is seen to present a story of an enduring publication in times of political, financial, social and other adversities and the research participants have no illusions about the success of the publication. The case study of The Post also gives useful insight into the many challenges and obstacles faced by the newspaper. It offers examples of determination, focused courage and innovation, complemented by strategic leadership. This was done by means of what emerged from the insight and experiences of the six research participants that were part of the founders of the newspaper and those associated with the development of the newspaper since its inception.
- Full Text:
- Date Issued: 2009
- Authors: Mungonge, Goliath
- Date: 2009
- Subjects: Newspapers -- Zambia Strategic planning -- Zambia -- Case studies Mass media -- Zambia -- Case studies Journalism -- Zambia -- Case studies Newspaper publishing -- Zambia -- Case studies Press -- Zambia -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:734 , http://hdl.handle.net/10962/d1003854
- Description: Roles of various constituent elements of Strategic Leadership address deep and continuing issues relating to the creation and development of any organization. What is required to help firms successfully navigate the dynamics and uncertain environment in which they compete today to be successful is addressed. The founding in July 1991 of The Post, a privately owned Zambian newspaper, provided a unique opportunity to investigate the roles that various constituent elements of strategic leadership have played in its success. This is largely because much is already known about how state-owned media are managed, financed, and sustained by the state itself, which is fully involved in their re-capitalization and operating costs. The themes identified are at the heart of current debates about the capacity of private organizations to respond to new expectations, market realities, no state funding, globalization, technology, and a long list of other challenges so as to become market driven enterprises. The case of The Post is seen to present a story of an enduring publication in times of political, financial, social and other adversities and the research participants have no illusions about the success of the publication. The case study of The Post also gives useful insight into the many challenges and obstacles faced by the newspaper. It offers examples of determination, focused courage and innovation, complemented by strategic leadership. This was done by means of what emerged from the insight and experiences of the six research participants that were part of the founders of the newspaper and those associated with the development of the newspaper since its inception.
- Full Text:
- Date Issued: 2009
Decision making improvement by effectively utilising activity-based costing and activity-based management tools
- Authors: Palmer, Vivian Julian
- Date: 2009
- Subjects: Decision making , Thought and thinking
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8677 , http://hdl.handle.net/10948/1152 , Decision making , Thought and thinking
- Description: The aim of this study was to suggest ways to effectively utilise Activity-Based Costing and Activity-Based Managment within Eskom Transmission Southern Grid to improve decision making towards improved business and financial performance. The ultimate purpose was to assist managers and staff to implement ABC and ABM effectively for improved business and financial performance. The focus was on the following objective: To suggest ways to effectively utilise ABC & ABM within Eskom Transmission Southern Grid as to improve decision making and business financial performance. Given the selection of management tools available, instruments such as ABC and ABM are usually not implemented alone, but may be supported by one or more approaches. For this reason ABC and ABM are contrasted with several other popular instruments mentioned in the literature. The instruments are: • The value chain; • Continuous improvement; • The theory of constraints; and • Total quality management. Insight will be given to provide managers with more accurate information regarding maintenance for the Grid and tools in identifying critical bottlenecks. By applying the TOC, TQM and continuous improvement strategies, managers will be able to make improved decisions, leading to improved financial performance in the Eskom Transmission Southern Grid. iii The literature study revealed that ABC and ABM prove to be the cornerstone for informed decision making. Since organisations are highly dependent on quality information to make these informed decisions, ABC and ABM reorientate the organisation towards understanding and managing work processes thus impacting financial performance positively. ABC and ABM trace the cost of activities such as engineering and procurement to how maintenance benefits from these activities. The empirical study consisted of a structured questionnaire distributed to a sample population of engineers and managers in Eskom Transmission Southern Grid in Port Elizabeth. It was aimed at gathering information about the use of ABC and ABM within the Grid. Semi-structured interviews were also conducted with financial staff in the Grid and a focus group interview with engineering staff was done. The main findings of the empirical investigation revealed that management and staff lack insight into the use of ABC and ABM and how it can be integrated with existing improvement systems within the organisation. This study is concluded with a number of recommendations. These recommendations address the shortcomings and improvements that can be made to improve the utilisation of ABC and ABM within the organisation. The recommendations address the following: • Ensuring full commitment towards organisational goals and broadening the endorsement of ABC within the organisation; • Highlighting the importance of financial performance throughout the Grid; • Training of Managers, finance staff and engineers is required for proper execution of the ABC system; • Implementers need skills and know-how of the ABC and ABM system ensuring full utilisation; • The main cost drivers are identified, prioritised and efforts channelled into these activities; • Tools such as the Theory Of Constraints and Total Quality Management from the proposed model would assist the Grid in identifying the bottlenecks of a system correctly, thus know explicitly the amount of slack capacity of each activity available during a specific time period.
- Full Text:
- Date Issued: 2009
- Authors: Palmer, Vivian Julian
- Date: 2009
- Subjects: Decision making , Thought and thinking
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8677 , http://hdl.handle.net/10948/1152 , Decision making , Thought and thinking
- Description: The aim of this study was to suggest ways to effectively utilise Activity-Based Costing and Activity-Based Managment within Eskom Transmission Southern Grid to improve decision making towards improved business and financial performance. The ultimate purpose was to assist managers and staff to implement ABC and ABM effectively for improved business and financial performance. The focus was on the following objective: To suggest ways to effectively utilise ABC & ABM within Eskom Transmission Southern Grid as to improve decision making and business financial performance. Given the selection of management tools available, instruments such as ABC and ABM are usually not implemented alone, but may be supported by one or more approaches. For this reason ABC and ABM are contrasted with several other popular instruments mentioned in the literature. The instruments are: • The value chain; • Continuous improvement; • The theory of constraints; and • Total quality management. Insight will be given to provide managers with more accurate information regarding maintenance for the Grid and tools in identifying critical bottlenecks. By applying the TOC, TQM and continuous improvement strategies, managers will be able to make improved decisions, leading to improved financial performance in the Eskom Transmission Southern Grid. iii The literature study revealed that ABC and ABM prove to be the cornerstone for informed decision making. Since organisations are highly dependent on quality information to make these informed decisions, ABC and ABM reorientate the organisation towards understanding and managing work processes thus impacting financial performance positively. ABC and ABM trace the cost of activities such as engineering and procurement to how maintenance benefits from these activities. The empirical study consisted of a structured questionnaire distributed to a sample population of engineers and managers in Eskom Transmission Southern Grid in Port Elizabeth. It was aimed at gathering information about the use of ABC and ABM within the Grid. Semi-structured interviews were also conducted with financial staff in the Grid and a focus group interview with engineering staff was done. The main findings of the empirical investigation revealed that management and staff lack insight into the use of ABC and ABM and how it can be integrated with existing improvement systems within the organisation. This study is concluded with a number of recommendations. These recommendations address the shortcomings and improvements that can be made to improve the utilisation of ABC and ABM within the organisation. The recommendations address the following: • Ensuring full commitment towards organisational goals and broadening the endorsement of ABC within the organisation; • Highlighting the importance of financial performance throughout the Grid; • Training of Managers, finance staff and engineers is required for proper execution of the ABC system; • Implementers need skills and know-how of the ABC and ABM system ensuring full utilisation; • The main cost drivers are identified, prioritised and efforts channelled into these activities; • Tools such as the Theory Of Constraints and Total Quality Management from the proposed model would assist the Grid in identifying the bottlenecks of a system correctly, thus know explicitly the amount of slack capacity of each activity available during a specific time period.
- Full Text:
- Date Issued: 2009
The effectiveness of succession planning in SARS enforcement Port Elizabeth
- Authors: Erasmus, Lynne
- Date: 2009
- Subjects: Executive succession , Manpower planning , Strategic planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8669 , http://hdl.handle.net/10948/1208 , Executive succession , Manpower planning , Strategic planning
- Description: This research study addressed the importance of succession planning for the organisations’ survival, which depends on the continuous supply of competent, experienced and well trained managers. It addresses the problem of determining the strategies that can be used by SARS Enforcement Port Elizabeth to manage succession planning effectively. To achieve this objective a comprehensive literature study was performed to determine the views on various succession planning models. The literature review serves as a model in the development of a guideline for SARS Enforcement Port Elizabeth management to manage succession planning. An interview was conducted with the Human Resource Manager and Middle management from the various departments who were requested to complete a questionnaire in order to determine the current practices of succession planning. The questionnaire was developed in accordance with the findings from the research. A pilot study was conducted to evaluate the relevance of the study to the problem questions and to evaluate whether the questionnaire will be easily understood. The answers of the respondents were analysed and compared to the findings of the literature study. The information obtained from the literature study and from the respondents resulted in various recommendations and conclusions.
- Full Text:
- Date Issued: 2009
- Authors: Erasmus, Lynne
- Date: 2009
- Subjects: Executive succession , Manpower planning , Strategic planning
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8669 , http://hdl.handle.net/10948/1208 , Executive succession , Manpower planning , Strategic planning
- Description: This research study addressed the importance of succession planning for the organisations’ survival, which depends on the continuous supply of competent, experienced and well trained managers. It addresses the problem of determining the strategies that can be used by SARS Enforcement Port Elizabeth to manage succession planning effectively. To achieve this objective a comprehensive literature study was performed to determine the views on various succession planning models. The literature review serves as a model in the development of a guideline for SARS Enforcement Port Elizabeth management to manage succession planning. An interview was conducted with the Human Resource Manager and Middle management from the various departments who were requested to complete a questionnaire in order to determine the current practices of succession planning. The questionnaire was developed in accordance with the findings from the research. A pilot study was conducted to evaluate the relevance of the study to the problem questions and to evaluate whether the questionnaire will be easily understood. The answers of the respondents were analysed and compared to the findings of the literature study. The information obtained from the literature study and from the respondents resulted in various recommendations and conclusions.
- Full Text:
- Date Issued: 2009
An assessment of the environmental compliance monitoring capacity of the Department of Minerals and Energy, Eastern Cape
- Authors: Watkins, Deidre Ann
- Date: 2009
- Subjects: South Africa. Dept. of Mineral and Energy Affairs Mines and mineral resources -- South Africa -- Eastern Cape Mineral industries -- South Africa -- Eastern Cape Mineral industries -- Social aspects -- South Africa -- Eastern Cape Mineral industries -- Environmental aspects -- South Africa -- Eastern Cape Mines and mineral resources -- Social aspects -- South Africa -- Eastern Cape Mines and mineral resources -- Environmental aspects -- South Africa -- Eastern Cape Environmental auditing -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:728 , http://hdl.handle.net/10962/d1003848
- Description: One of the greatest challenges facing the world today is integrating industrial activities such as mining with environmental integrity and social concerns. Monitoring is fundamental to environmental management, both to assess the adherence to standards and to allow environmental managers to learn from practical experiences. However, a problem arises when the regulatory authorities cannot keep up with their mandate of enforcement and compliance monitoring. This research examined how the Department of Minerals and Energy (DME) implements the concept of sustainable development in the mining sector of the Eastern Cape (EC) and, more specifically, the extent to which the Mine Environmental Management (MEM) section is able to effectively monitor compliance of mining operations with environmental legislation. This was the first systematic compilation of statistical data for the DME, and presents the first study in the EC regional office in terms of environmental sustainability. Results indicate that there has been a sustained increase in mining activity over the past three years, possibly as a result of the boom in the construction industry and the accelerated road maintenance and improvement programmes in the Eastern Cape. Mining applications received by the DME have increased by 47% from 2006 to 2007 (January-May) and by a further 100% from 2007 to 2008. In addition to the increasing number of mining concerns being established, 98 mining concerns will need to apply for the conversion of their old order rights to new order rights by the 1st May 2009. Mining in the province is predominantly small scale with mining permits (mined areas less than 1.5Ha) making up 52.3% of all applications, with larger mining concerns contributing 29.3% and prospecting contributing the remaining 18.4%. In terms of compliance inspections, the EC regional office is required to conduct 120 environmental compliance inspections annually in terms of contributing to sustainable development. The MEM section exceeded this target since 2003. However, when the number of operational mines is considered, 120 inspections per year equates to one mine being visited, on average once every four years (based on 2008 data). Based on projected figures (number of compliance audits and number of operational mines) for 2009, the DME’s target of 150 inspections for 2009/10 combined with the limited staff D. Watkins – MBA Dissertation 2008 capacity will, at best, mean that mines would be inspected once in seven years. However, the target of 150 inspections will not actually even cover the expected number of EMP evaluation inspections. This has serious implications in terms of regulating the compliance of the mining concerns with their EMPR’s. The low level of compliance monitoring can be directly related to staff capacity and logistics problems at the regional office as well as provincial targets being based on staff capacity rather than the number of operational mines. Thus, considering potential environmental damage associated with mining operations and the capacity constraints of the MEM to conduct frequent compliance audits, it is likely that mining operations will have negative implications for sustainable development in the region. Currently there are many challenges facing the DME in terms of contributing positively to sustainability in the mining sector and there is a need to base future actions on the idea of continuous improvement and ultimately progress.
- Full Text:
- Date Issued: 2009
- Authors: Watkins, Deidre Ann
- Date: 2009
- Subjects: South Africa. Dept. of Mineral and Energy Affairs Mines and mineral resources -- South Africa -- Eastern Cape Mineral industries -- South Africa -- Eastern Cape Mineral industries -- Social aspects -- South Africa -- Eastern Cape Mineral industries -- Environmental aspects -- South Africa -- Eastern Cape Mines and mineral resources -- Social aspects -- South Africa -- Eastern Cape Mines and mineral resources -- Environmental aspects -- South Africa -- Eastern Cape Environmental auditing -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:728 , http://hdl.handle.net/10962/d1003848
- Description: One of the greatest challenges facing the world today is integrating industrial activities such as mining with environmental integrity and social concerns. Monitoring is fundamental to environmental management, both to assess the adherence to standards and to allow environmental managers to learn from practical experiences. However, a problem arises when the regulatory authorities cannot keep up with their mandate of enforcement and compliance monitoring. This research examined how the Department of Minerals and Energy (DME) implements the concept of sustainable development in the mining sector of the Eastern Cape (EC) and, more specifically, the extent to which the Mine Environmental Management (MEM) section is able to effectively monitor compliance of mining operations with environmental legislation. This was the first systematic compilation of statistical data for the DME, and presents the first study in the EC regional office in terms of environmental sustainability. Results indicate that there has been a sustained increase in mining activity over the past three years, possibly as a result of the boom in the construction industry and the accelerated road maintenance and improvement programmes in the Eastern Cape. Mining applications received by the DME have increased by 47% from 2006 to 2007 (January-May) and by a further 100% from 2007 to 2008. In addition to the increasing number of mining concerns being established, 98 mining concerns will need to apply for the conversion of their old order rights to new order rights by the 1st May 2009. Mining in the province is predominantly small scale with mining permits (mined areas less than 1.5Ha) making up 52.3% of all applications, with larger mining concerns contributing 29.3% and prospecting contributing the remaining 18.4%. In terms of compliance inspections, the EC regional office is required to conduct 120 environmental compliance inspections annually in terms of contributing to sustainable development. The MEM section exceeded this target since 2003. However, when the number of operational mines is considered, 120 inspections per year equates to one mine being visited, on average once every four years (based on 2008 data). Based on projected figures (number of compliance audits and number of operational mines) for 2009, the DME’s target of 150 inspections for 2009/10 combined with the limited staff D. Watkins – MBA Dissertation 2008 capacity will, at best, mean that mines would be inspected once in seven years. However, the target of 150 inspections will not actually even cover the expected number of EMP evaluation inspections. This has serious implications in terms of regulating the compliance of the mining concerns with their EMPR’s. The low level of compliance monitoring can be directly related to staff capacity and logistics problems at the regional office as well as provincial targets being based on staff capacity rather than the number of operational mines. Thus, considering potential environmental damage associated with mining operations and the capacity constraints of the MEM to conduct frequent compliance audits, it is likely that mining operations will have negative implications for sustainable development in the region. Currently there are many challenges facing the DME in terms of contributing positively to sustainability in the mining sector and there is a need to base future actions on the idea of continuous improvement and ultimately progress.
- Full Text:
- Date Issued: 2009
Assessment of the quality of primary health care services rendered at Moses Mabida Clinic
- Authors: Tsetswa, Mncedisi Patrick
- Date: 2009
- Subjects: Primary health care -- South Africa , Health facilities
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8727 , http://hdl.handle.net/10948/880 , Primary health care -- South Africa , Health facilities
- Description: Health is a basic human right enshrined in the South African Constitution. It is the responsibility of government to ensure that the nation is healthy because good health is a prerequisite for social and economic development as well as an outcome of that process. Special attention on the healthcare needs of rural communities should be given because these communities were the worst affected by the legacy of the apartheid regime. Moses Mabida community is no exception. Since the advent of democracy, work has been done to ensure that adequate primary health care services are delivered to previously disadvantaged communities such as Moses Mabida. To monitor progress on health care service delivery, evaluation of these services is needed. The evaluation of these services will help identify the strengths and weaknesses so as to come up with quality improvement strategies, hence this study. This study takes form of an assessment survey involving a literature review and a survey of members of the Moses Mabida community who depend on the clinic for their health care needs. The literature identified best practice models of primary health care and these were used as an analytic tool to determine to what extent the primary health care services at Moses Mabida comply with national and international standards. It has been shown that the primary health care services at Moses Mabida Clinic largely comply with national and international standards although several recommendations have been presented for consideration.
- Full Text:
- Date Issued: 2009
- Authors: Tsetswa, Mncedisi Patrick
- Date: 2009
- Subjects: Primary health care -- South Africa , Health facilities
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8727 , http://hdl.handle.net/10948/880 , Primary health care -- South Africa , Health facilities
- Description: Health is a basic human right enshrined in the South African Constitution. It is the responsibility of government to ensure that the nation is healthy because good health is a prerequisite for social and economic development as well as an outcome of that process. Special attention on the healthcare needs of rural communities should be given because these communities were the worst affected by the legacy of the apartheid regime. Moses Mabida community is no exception. Since the advent of democracy, work has been done to ensure that adequate primary health care services are delivered to previously disadvantaged communities such as Moses Mabida. To monitor progress on health care service delivery, evaluation of these services is needed. The evaluation of these services will help identify the strengths and weaknesses so as to come up with quality improvement strategies, hence this study. This study takes form of an assessment survey involving a literature review and a survey of members of the Moses Mabida community who depend on the clinic for their health care needs. The literature identified best practice models of primary health care and these were used as an analytic tool to determine to what extent the primary health care services at Moses Mabida comply with national and international standards. It has been shown that the primary health care services at Moses Mabida Clinic largely comply with national and international standards although several recommendations have been presented for consideration.
- Full Text:
- Date Issued: 2009
Development of a performance management system for the SABC (Port Elizabeth)
- Authors: Nyembezi, Vuyo
- Date: 2009
- Subjects: Performance standards -- South Africa -- Port Elizabeth , Performance -- Management -- Evaluation , Performance -- Measurement , Employees -- Rating of -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8678 , http://hdl.handle.net/10948/1148 , Performance standards -- South Africa -- Port Elizabeth , Performance -- Management -- Evaluation , Performance -- Measurement , Employees -- Rating of -- South Africa -- Port Elizabeth
- Description: This study focused on exploring and finding the ideal performance management system suitable for the South African Broadcasting Corporation by establishing an understanding of employees’ experiences and perceptions of the previous and a proposed performance management systems and their value to SABC employees. This was done by eliciting how employees see, make sense of and interpret their everyday experiences of performance management systems, in order to develop a more suitable inclusive performance management system. A qualitative study was used to seek answers to the research questions. A focus group interview was selected for data collection. The data was analysed according to guidelines indicated and proposed by Creswell (1998:147-148). The researcher made use of convenience sampling to select 45 participants in 5 groups for the focus groups. One group consisted of managers/supervisors, and the other four groups were employees from four different business units. Participants were guaranteed confidentiality. Credibility, transferability, dependability and conformability were used as the main components in the model, to determine the truth-value of the study. Findings indicated that there was a fair understanding of the previous performance management system but there had been poor implementation of the system. The participants concurred that the previous performance iv management systems in the organisations were not adding any value to their lives. They pointed out that there was no reward in place for high performers and no action taken for non-performers, and this impacted negatively on how implementation was perceived and experienced. The recommendations are that the revised performance management system should have a stronger emphasis on effective management, monitoring, feedback and reward. Furthermore, the system should close the current gaps of reward for high performance and correction of low performance. It was further concluded that for a performance management system to be effective, it should incorporate updated job descriptions, performance measures and standards, as well as evaluator training and guidelines for improvement, employee input, compensation and/or rewards.
- Full Text:
- Date Issued: 2009
- Authors: Nyembezi, Vuyo
- Date: 2009
- Subjects: Performance standards -- South Africa -- Port Elizabeth , Performance -- Management -- Evaluation , Performance -- Measurement , Employees -- Rating of -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8678 , http://hdl.handle.net/10948/1148 , Performance standards -- South Africa -- Port Elizabeth , Performance -- Management -- Evaluation , Performance -- Measurement , Employees -- Rating of -- South Africa -- Port Elizabeth
- Description: This study focused on exploring and finding the ideal performance management system suitable for the South African Broadcasting Corporation by establishing an understanding of employees’ experiences and perceptions of the previous and a proposed performance management systems and their value to SABC employees. This was done by eliciting how employees see, make sense of and interpret their everyday experiences of performance management systems, in order to develop a more suitable inclusive performance management system. A qualitative study was used to seek answers to the research questions. A focus group interview was selected for data collection. The data was analysed according to guidelines indicated and proposed by Creswell (1998:147-148). The researcher made use of convenience sampling to select 45 participants in 5 groups for the focus groups. One group consisted of managers/supervisors, and the other four groups were employees from four different business units. Participants were guaranteed confidentiality. Credibility, transferability, dependability and conformability were used as the main components in the model, to determine the truth-value of the study. Findings indicated that there was a fair understanding of the previous performance management system but there had been poor implementation of the system. The participants concurred that the previous performance iv management systems in the organisations were not adding any value to their lives. They pointed out that there was no reward in place for high performers and no action taken for non-performers, and this impacted negatively on how implementation was perceived and experienced. The recommendations are that the revised performance management system should have a stronger emphasis on effective management, monitoring, feedback and reward. Furthermore, the system should close the current gaps of reward for high performance and correction of low performance. It was further concluded that for a performance management system to be effective, it should incorporate updated job descriptions, performance measures and standards, as well as evaluator training and guidelines for improvement, employee input, compensation and/or rewards.
- Full Text:
- Date Issued: 2009
Managing leader member exchange frequency effectively in a South African retail company
- Viljoen, Petrus Johannes Jacobus
- Authors: Viljoen, Petrus Johannes Jacobus
- Date: 2009
- Subjects: Communication in organizations -- South Africa , Communication in management -- South Africa , Leadership -- South Africa , Organizational behavior -- South Africa , Organizational effectiveness -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8692 , http://hdl.handle.net/10948/1106 , Communication in organizations -- South Africa , Communication in management -- South Africa , Leadership -- South Africa , Organizational behavior -- South Africa , Organizational effectiveness -- South Africa
- Description: The purpose of this research is to highlight the importance of identifying the communication frequency within the leader-member exchange (LMX) relationship, and to appreciate what the positive or negative effect of a low or high LMX frequency has on this relationship and on staff morale. Management is for the most part responsible for communication frequency and is in a position and has the means to change such frequency or to add additional communication channels. The research was based on a program introduced in a South African retail company three years ago. Data was collected from 64 stores in the Western Cape and the results were statistically analysed on the SPSS16 program. The results clearly supported the hypotheses that, in a low-communication frequency area, an increase in communication frequency has a positive effect on staff morale and that the proximity to head office (or lack of it) does not have a negative effect on staff morale.
- Full Text:
- Date Issued: 2009
- Authors: Viljoen, Petrus Johannes Jacobus
- Date: 2009
- Subjects: Communication in organizations -- South Africa , Communication in management -- South Africa , Leadership -- South Africa , Organizational behavior -- South Africa , Organizational effectiveness -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8692 , http://hdl.handle.net/10948/1106 , Communication in organizations -- South Africa , Communication in management -- South Africa , Leadership -- South Africa , Organizational behavior -- South Africa , Organizational effectiveness -- South Africa
- Description: The purpose of this research is to highlight the importance of identifying the communication frequency within the leader-member exchange (LMX) relationship, and to appreciate what the positive or negative effect of a low or high LMX frequency has on this relationship and on staff morale. Management is for the most part responsible for communication frequency and is in a position and has the means to change such frequency or to add additional communication channels. The research was based on a program introduced in a South African retail company three years ago. Data was collected from 64 stores in the Western Cape and the results were statistically analysed on the SPSS16 program. The results clearly supported the hypotheses that, in a low-communication frequency area, an increase in communication frequency has a positive effect on staff morale and that the proximity to head office (or lack of it) does not have a negative effect on staff morale.
- Full Text:
- Date Issued: 2009
Causes and consequences of the shortage of electrical artisans at Eskom
- Authors: Toni, Thami
- Date: 2009
- Subjects: Underemployment , Manpower
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8730 , http://hdl.handle.net/10948/864 , Underemployment , Manpower
- Description: The aim of this research was to examine the causes and consequences of the shortage of electrical artisans at Eskom, using the Southern Region as a case study. Eskom used to be one of the leading public enterprises in the training of artisans to fulfil its own demand as well as to meet industry demand. This research reveals that this is no longer the case. Eskom Southern Region, a sub-division of Eskom Holdings, employs about 1700 employees. More than three quarters of these employees are employed in departments that utilise mostly electrical artisans. Natural attrition and the curtailment on the number of employees indentured and trained as electrical artisans has presented the Eskom Southern Region with a skills acquisition and retention challenge. Against this background, the study sought to discover how far Eskom Southern Region implements training and development interventions and recruitment and retention strategies in response to skill shortages. The study is based on a review of literature on skill shortages, a questionnaire opinion survey on skill shortages completed by employees at Eskom Southern Region, document study, and interviews with relevant stakeholders. The empirical study confirmed the findings of the research and skills shortages were identified for particular positions employing electrical artisans. The results show worsening skill shortages and hard-to-fill vacancies. The study proposes recommendations that encompass strategic responses, workplace-based strategies, and training-based strategies to address the shortage of electrical artisans.
- Full Text:
- Date Issued: 2009
- Authors: Toni, Thami
- Date: 2009
- Subjects: Underemployment , Manpower
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8730 , http://hdl.handle.net/10948/864 , Underemployment , Manpower
- Description: The aim of this research was to examine the causes and consequences of the shortage of electrical artisans at Eskom, using the Southern Region as a case study. Eskom used to be one of the leading public enterprises in the training of artisans to fulfil its own demand as well as to meet industry demand. This research reveals that this is no longer the case. Eskom Southern Region, a sub-division of Eskom Holdings, employs about 1700 employees. More than three quarters of these employees are employed in departments that utilise mostly electrical artisans. Natural attrition and the curtailment on the number of employees indentured and trained as electrical artisans has presented the Eskom Southern Region with a skills acquisition and retention challenge. Against this background, the study sought to discover how far Eskom Southern Region implements training and development interventions and recruitment and retention strategies in response to skill shortages. The study is based on a review of literature on skill shortages, a questionnaire opinion survey on skill shortages completed by employees at Eskom Southern Region, document study, and interviews with relevant stakeholders. The empirical study confirmed the findings of the research and skills shortages were identified for particular positions employing electrical artisans. The results show worsening skill shortages and hard-to-fill vacancies. The study proposes recommendations that encompass strategic responses, workplace-based strategies, and training-based strategies to address the shortage of electrical artisans.
- Full Text:
- Date Issued: 2009
A study of employee satisfaction in two manufacturing facilities of General Motors South Africa
- Authors: Matutoane, Leanetse Paul
- Date: 2009
- Subjects: General Motors Corporation -- South Africa -- Port Elizabeth Job satisfaction -- South Africa -- Port Elizabeth Employee motivation -- South Africa -- Port Elizabeth Employee attitude surveys -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:766 , http://hdl.handle.net/10962/d1003887
- Description: Employed individuals spend a majority of their waking time at work. Therefore, within an individual’s working lifetime, most hours will be spent at work. Subsequently, theories abound purporting that humans are hedonistic beings. Considering that on average people spend most of their working lives in a working environment, it then stands to reason that people should endeavor to be satisfied at work if humans are always in pursuit of happiness. The questions arise as thus: what makes people satisfied at work, does being satisfied with the job result in less turnover, and is that the only reason that they would endeavor to prolong their employment, are older employees more satisfied with their jobs than younger employees, is a plant with an older workforce more satisfied than a similar plant with a younger workforce? This study attempts to find an answer to these and other related questions. It was conducted on employees of two plants of an automotive manufacturer based in Port Elizabeth, a town in the Eastern Cape province of South Africa. The Job Descriptive Index (JDI) was used to collect the feelings of 92 employees in different shops and analyzed to check for differences in satisfaction levels. No significant differences were found between the plants, shops and age categories surveyed.
- Full Text:
- Date Issued: 2009
- Authors: Matutoane, Leanetse Paul
- Date: 2009
- Subjects: General Motors Corporation -- South Africa -- Port Elizabeth Job satisfaction -- South Africa -- Port Elizabeth Employee motivation -- South Africa -- Port Elizabeth Employee attitude surveys -- South Africa -- Port Elizabeth
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:766 , http://hdl.handle.net/10962/d1003887
- Description: Employed individuals spend a majority of their waking time at work. Therefore, within an individual’s working lifetime, most hours will be spent at work. Subsequently, theories abound purporting that humans are hedonistic beings. Considering that on average people spend most of their working lives in a working environment, it then stands to reason that people should endeavor to be satisfied at work if humans are always in pursuit of happiness. The questions arise as thus: what makes people satisfied at work, does being satisfied with the job result in less turnover, and is that the only reason that they would endeavor to prolong their employment, are older employees more satisfied with their jobs than younger employees, is a plant with an older workforce more satisfied than a similar plant with a younger workforce? This study attempts to find an answer to these and other related questions. It was conducted on employees of two plants of an automotive manufacturer based in Port Elizabeth, a town in the Eastern Cape province of South Africa. The Job Descriptive Index (JDI) was used to collect the feelings of 92 employees in different shops and analyzed to check for differences in satisfaction levels. No significant differences were found between the plants, shops and age categories surveyed.
- Full Text:
- Date Issued: 2009
Phases of sustainable development in small and medium enterprise (SME) retail outlets
- Authors: Brower, Marlon
- Date: 2009
- Subjects: Sustainable development -- South Africa -- Nelson Mandela Bay Municipality , Small business -- South Africa -- Nelson Mandela Bay Municipality , Outlet stores -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8806 , http://hdl.handle.net/10948/d1018506
- Description: SMEs play a vital role in the country. For the purpose of the study the focus was on SMEs in the Nelson Mandela Bay Municipality Jurisdiction. Businesses which met the SME criteria (refer to Chapter 1, Section 1.7.1), (Du Plessis, 1996: 162; Marx et al., 1998: 728) were included in this study. The study is formed around the aspects of business which contribute to the growth of the business in the long term. A specific study was conducted on the ethnic entrepreneur and the aspects that influence business growth. There are many factors which influence the growth of the business; for the purpose of this study, a specific focus was placed on: (1) knowledge with regard to business; (2) entrepreneurial culture; (3) brand management; (4) location of the business; (5) business relationships; and (6) cultural influences. These variables will determine how the growth of the business is ultimately influenced. The research can also discover from respondents what they view as important in their lives. The study then goes further to analyse whether the independent variables, as reacted to by the respondents, have a significant or non-significant effect on growth.
- Full Text:
- Date Issued: 2009
- Authors: Brower, Marlon
- Date: 2009
- Subjects: Sustainable development -- South Africa -- Nelson Mandela Bay Municipality , Small business -- South Africa -- Nelson Mandela Bay Municipality , Outlet stores -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8806 , http://hdl.handle.net/10948/d1018506
- Description: SMEs play a vital role in the country. For the purpose of the study the focus was on SMEs in the Nelson Mandela Bay Municipality Jurisdiction. Businesses which met the SME criteria (refer to Chapter 1, Section 1.7.1), (Du Plessis, 1996: 162; Marx et al., 1998: 728) were included in this study. The study is formed around the aspects of business which contribute to the growth of the business in the long term. A specific study was conducted on the ethnic entrepreneur and the aspects that influence business growth. There are many factors which influence the growth of the business; for the purpose of this study, a specific focus was placed on: (1) knowledge with regard to business; (2) entrepreneurial culture; (3) brand management; (4) location of the business; (5) business relationships; and (6) cultural influences. These variables will determine how the growth of the business is ultimately influenced. The research can also discover from respondents what they view as important in their lives. The study then goes further to analyse whether the independent variables, as reacted to by the respondents, have a significant or non-significant effect on growth.
- Full Text:
- Date Issued: 2009
The impact of employee engagement on the business success of Johnson controls Uitenhage
- Authors: Muller, Roger Joseph
- Date: 2009
- Subjects: Employee motivation -- South Africa , Organizational commitment -- South Africa , Management -- Employee participation -- South Africa , Employee loyalty -- South Africa , Success in business -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8681 , http://hdl.handle.net/10948/1137 , Employee motivation -- South Africa , Organizational commitment -- South Africa , Management -- Employee participation -- South Africa , Employee loyalty -- South Africa , Success in business -- South Africa
- Description: The purpose of this study is to investigate the influences, outcomes and degree of employee engagement, as it relates to business success of Johnson Controls. The research was conducted by questionnaire using a sample of 120 employees of Johnson Controls Uitenhage Plant. The sample represents 45 percent of the total population of 267 employees. The study discusses certain key influences of engagement - the degree to which employees are engaged and the resultant outcomes of employee engagement. The result of the study proves that communication, leadership behaviours, policies, practices, recognition and rewards are real factors influencing engagement. The study also validated that productivity, safety, customer satisfaction, employee retention and quality are outcomes of engagement. A strong relationship was found to exist between employee engagement and business success. The study also found that a strong relationship exist between leadership behaviours, policies and procedures, and recognition and rewards. Communication was found to have no relationship with employee engagement.
- Full Text:
- Date Issued: 2009
- Authors: Muller, Roger Joseph
- Date: 2009
- Subjects: Employee motivation -- South Africa , Organizational commitment -- South Africa , Management -- Employee participation -- South Africa , Employee loyalty -- South Africa , Success in business -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8681 , http://hdl.handle.net/10948/1137 , Employee motivation -- South Africa , Organizational commitment -- South Africa , Management -- Employee participation -- South Africa , Employee loyalty -- South Africa , Success in business -- South Africa
- Description: The purpose of this study is to investigate the influences, outcomes and degree of employee engagement, as it relates to business success of Johnson Controls. The research was conducted by questionnaire using a sample of 120 employees of Johnson Controls Uitenhage Plant. The sample represents 45 percent of the total population of 267 employees. The study discusses certain key influences of engagement - the degree to which employees are engaged and the resultant outcomes of employee engagement. The result of the study proves that communication, leadership behaviours, policies, practices, recognition and rewards are real factors influencing engagement. The study also validated that productivity, safety, customer satisfaction, employee retention and quality are outcomes of engagement. A strong relationship was found to exist between employee engagement and business success. The study also found that a strong relationship exist between leadership behaviours, policies and procedures, and recognition and rewards. Communication was found to have no relationship with employee engagement.
- Full Text:
- Date Issued: 2009
A critical analysis of the management of climate change risk among short-term insurers in South Africa: evidence from company annual reports
- Authors: Banda, Musale Hamangaba
- Date: 2009
- Subjects: Insurance companies -- South Africa -- Case studies Risk (Insurance) -- South Africa Risk management -- Evaluation -- South Africa Insurance companies -- South Africa -- Management South Africa -- Economic conditions -- 1991 -- Environmental aspects Climatic changes -- Risk assessment -- South Africa Disaster insurance -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:792 , http://hdl.handle.net/10962/d1003943
- Description: This study investigates the extent to which South African short-term insurance companies manage climate change risk, as evidenced in their annual and sustainability reporting. The study context takes into account the fact that the world’s climate has been changing at a more accelerated rate since the early 1970s, causing disasters that have negatively affected world economies in the last ten years. Insurers, due to their huge financial resource base, long history of spurring innovation around risk and encouraging loss-reducing behaviour as well as high levels of vulnerability, have been identified as one industry that could lead societies in finding solutions to climate change risk. A key element of such a corporate resolve involves taking a leadership position which makes business sense for insurers. As such, this research analyses how innovative solutions to change-related problems could result in reduced exposure to climate change in line with corporate triple bottom line objectives. Based on a purposive sampling of short-term insurance companies operating in the South African market during the 2007 financial year, the study uses the companies’ annual and sustainability reports in order to critically assess evidence of climate change-related performance. The assessment is undertaken against the best practice indicators of climate change risk management, as defined by Ceres – a global researcher on climate change management in the business context. The data analysis is largely qualitative, consisting of a narrative presentation of the results and a conceptual application of the results to the triple bottom line which forms the theoretical framework of this study. The study finds that the South African short-term insurers were generally not living up to the climate change management ideals, in comparison to their multinational counterparts. For the South African short-term insurers, corporate strategic product innovation and planning was insignificant. Also negligible was board involvement, as well as CEO involvement, though in at least one case of the 4 local short-term insurance, there was evidence of extensive CEO involvement in climate change risk management. On the whole, these findings represent a lapse in corporate governance inasmuch as climate change risk management is concerned. Local short-term insurers generally performed well in the area of public disclosure, with their scores ranging from insignificant to extensive. In contrast, multinational short-term insurers’ performance with regard to climate change risk intervention ranged from insignificant tointegrated, across the five governance areas of board oversight, management execution, public disclosure, emissions accounting and strategic planning. As such, the study broadly recommends that short-term insurers in South Africa should make climate change part of their overall risk management strategies in order for them to remain competitive in an environment of increased climate change-related risk. More specifically, the research project recommends that the local insurers should proactively lead climate change mitigation measures through, for instance, investing in clean energy projects and incentivising their clients’ participation in the carbon market to prepare themselves for possible regulatory restrictions after the Copenhagen climate change conference planned for December 2009. This study also challenges insurers to help communities and as well as other businesses in their value chain to reduce their negative impacts on the world’s climate and to be more resilient against disasters which may arise from the high levels of greenhouse gases already in the atmosphere. Further, it recommends that insurers should create internal board and executive level climate change-related structures, as these will facilitate the integration of the proposed initiatives into their overall sustainability strategies. Above all, the study recommends that insurers should enhance the reporting of their climate change-related risk, opportunities and initiatives to improve their integrity.
- Full Text:
- Date Issued: 2009
- Authors: Banda, Musale Hamangaba
- Date: 2009
- Subjects: Insurance companies -- South Africa -- Case studies Risk (Insurance) -- South Africa Risk management -- Evaluation -- South Africa Insurance companies -- South Africa -- Management South Africa -- Economic conditions -- 1991 -- Environmental aspects Climatic changes -- Risk assessment -- South Africa Disaster insurance -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:792 , http://hdl.handle.net/10962/d1003943
- Description: This study investigates the extent to which South African short-term insurance companies manage climate change risk, as evidenced in their annual and sustainability reporting. The study context takes into account the fact that the world’s climate has been changing at a more accelerated rate since the early 1970s, causing disasters that have negatively affected world economies in the last ten years. Insurers, due to their huge financial resource base, long history of spurring innovation around risk and encouraging loss-reducing behaviour as well as high levels of vulnerability, have been identified as one industry that could lead societies in finding solutions to climate change risk. A key element of such a corporate resolve involves taking a leadership position which makes business sense for insurers. As such, this research analyses how innovative solutions to change-related problems could result in reduced exposure to climate change in line with corporate triple bottom line objectives. Based on a purposive sampling of short-term insurance companies operating in the South African market during the 2007 financial year, the study uses the companies’ annual and sustainability reports in order to critically assess evidence of climate change-related performance. The assessment is undertaken against the best practice indicators of climate change risk management, as defined by Ceres – a global researcher on climate change management in the business context. The data analysis is largely qualitative, consisting of a narrative presentation of the results and a conceptual application of the results to the triple bottom line which forms the theoretical framework of this study. The study finds that the South African short-term insurers were generally not living up to the climate change management ideals, in comparison to their multinational counterparts. For the South African short-term insurers, corporate strategic product innovation and planning was insignificant. Also negligible was board involvement, as well as CEO involvement, though in at least one case of the 4 local short-term insurance, there was evidence of extensive CEO involvement in climate change risk management. On the whole, these findings represent a lapse in corporate governance inasmuch as climate change risk management is concerned. Local short-term insurers generally performed well in the area of public disclosure, with their scores ranging from insignificant to extensive. In contrast, multinational short-term insurers’ performance with regard to climate change risk intervention ranged from insignificant tointegrated, across the five governance areas of board oversight, management execution, public disclosure, emissions accounting and strategic planning. As such, the study broadly recommends that short-term insurers in South Africa should make climate change part of their overall risk management strategies in order for them to remain competitive in an environment of increased climate change-related risk. More specifically, the research project recommends that the local insurers should proactively lead climate change mitigation measures through, for instance, investing in clean energy projects and incentivising their clients’ participation in the carbon market to prepare themselves for possible regulatory restrictions after the Copenhagen climate change conference planned for December 2009. This study also challenges insurers to help communities and as well as other businesses in their value chain to reduce their negative impacts on the world’s climate and to be more resilient against disasters which may arise from the high levels of greenhouse gases already in the atmosphere. Further, it recommends that insurers should create internal board and executive level climate change-related structures, as these will facilitate the integration of the proposed initiatives into their overall sustainability strategies. Above all, the study recommends that insurers should enhance the reporting of their climate change-related risk, opportunities and initiatives to improve their integrity.
- Full Text:
- Date Issued: 2009
Good practice guidelines for improving educator morale
- Authors: Hendricks, Estelle
- Date: 2009
- Subjects: Teacher morale -- South Africa , Teachers -- Job stress -- South Africa , Teachers -- Job satisfaction -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8665 , http://hdl.handle.net/10948/1247 , Teacher morale -- South Africa , Teachers -- Job stress -- South Africa , Teachers -- Job satisfaction -- South Africa
- Description: The morale of educators in certain schools is very low. From the literature review I concluded that not all schools experience low morale in the same way. There are different factors impacting on the morale of educators at different schools. In this study, the causes of low educator morale, indicators of low morale, the importance of high morale and how low morale can be dealt with were addressed in order to provide guidelines to improve low morale. An empirical study was conducted and 2 schools in the Northern Areas of Port Elizabeth were used in this case study to establish to what measure the educators are exposed to the abovementioned variables. The data was analysed qualitatively and quantitatively. South Africa is divided into different demographic areas. The majority of people living in the communities where these schools are located are poor, unskilled, unemployed and the crime levels are very high. The socio-economic context within which these schools are located also has an impact on the morale of the educators at these schools and it affects their working lives. Educators, SMTs and principals took part in the empirical study so that their views can be compared and to facilitate the researcher to make recommendations on improving low educator morale. The research outcomes were analysed and deductions, recommendations and a need for further research were given. The empirical and literature study emphasised that the morale of educators is low in the schools and this morale status impacts on learners’ achievements, the health of the educators and the health of the institution. The educators in this study ranked their own morale status as low and some of the causes of the low morale according to the empirical study are lack of resources, ill-disciplined learners, uninvolved parents and an ineffective management style of the principal.
- Full Text:
- Date Issued: 2009
- Authors: Hendricks, Estelle
- Date: 2009
- Subjects: Teacher morale -- South Africa , Teachers -- Job stress -- South Africa , Teachers -- Job satisfaction -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8665 , http://hdl.handle.net/10948/1247 , Teacher morale -- South Africa , Teachers -- Job stress -- South Africa , Teachers -- Job satisfaction -- South Africa
- Description: The morale of educators in certain schools is very low. From the literature review I concluded that not all schools experience low morale in the same way. There are different factors impacting on the morale of educators at different schools. In this study, the causes of low educator morale, indicators of low morale, the importance of high morale and how low morale can be dealt with were addressed in order to provide guidelines to improve low morale. An empirical study was conducted and 2 schools in the Northern Areas of Port Elizabeth were used in this case study to establish to what measure the educators are exposed to the abovementioned variables. The data was analysed qualitatively and quantitatively. South Africa is divided into different demographic areas. The majority of people living in the communities where these schools are located are poor, unskilled, unemployed and the crime levels are very high. The socio-economic context within which these schools are located also has an impact on the morale of the educators at these schools and it affects their working lives. Educators, SMTs and principals took part in the empirical study so that their views can be compared and to facilitate the researcher to make recommendations on improving low educator morale. The research outcomes were analysed and deductions, recommendations and a need for further research were given. The empirical and literature study emphasised that the morale of educators is low in the schools and this morale status impacts on learners’ achievements, the health of the educators and the health of the institution. The educators in this study ranked their own morale status as low and some of the causes of the low morale according to the empirical study are lack of resources, ill-disciplined learners, uninvolved parents and an ineffective management style of the principal.
- Full Text:
- Date Issued: 2009
Facilitating banking finance access for BBBEE firms in the Southern Cape area
- Authors: Kroukamp, Thelma
- Date: 2009
- Subjects: Small business -- South Africa -- Finance , Business enterprises, Black -- South Africa , Business enterprises -- Economic aspects -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8706 , http://hdl.handle.net/10948/996 , Small business -- South Africa -- Finance , Business enterprises, Black -- South Africa , Business enterprises -- Economic aspects -- South Africa
- Description: Studies have shown that BBBEE parties are unsuccessful in raising banking finance due to a number of reasons. The objective of the enactment of the Broad Based Black Economic Empowerment (BBBEE) Act is primarily to promote the participation of black people in the economy. The measurement of BBBEE is determined by the codes of good practice for Qualifying Small Enterprises (QSE), which consists of seven elements namely: ownership, management control, employment equity, skills development, preferential procurement, enterprise development and socio-economic development. Enterprises with annual turnover ranging from R5 million and R35 million qualify as QSE. These elements measure the level of BBBEE status. The enactment of the National Credit Act replaced the Usury Act, 1968 and the Credit Agreements Act, 1980. The objective of the act is to promote accessibility to the credit market and to prevent the over-indebtedness of consumers. The Act is applicable to natural persons with contractual capacity and juristic persons with monetary assets or annual turnover of less than R1 million. This study aims to establish the facilitation of access to banking finance for BBBEE SME’S within the George and Mossel Bay area as these towns form part of the Garden Route Business Banking Division of Nedbank. The effect of the BBBEE and NCA on the accessing of banking finance was studied and analysed. Credit applications are subject to stringent credit scoring systems to rate applicants, monitor performance and manage accounts. The Basel rating which measures the minimum level of capital a bank should hold to protect investors determines the interest rate charged for loans. These ratings affect the accessibility of banking finance. A framework for bank and SME relationship building shows the relationships between: • The accounts manager’s role in relationship management; • Branch staff role in relationship management; • Corporate policies as part of relationship management. A survey was conducted in the form of a questionnaire in order to obtain primary information from two sample groups, banking officials and BBBEE clients to establish the relationship between the two sample groups. Quantitative techniques were used and the data obtained from the two sample groups were analysed. The study revealed that the by establishment of relationships between BBBEE clients and banking officials would facilitate access to banking.
- Full Text:
- Date Issued: 2009
- Authors: Kroukamp, Thelma
- Date: 2009
- Subjects: Small business -- South Africa -- Finance , Business enterprises, Black -- South Africa , Business enterprises -- Economic aspects -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8706 , http://hdl.handle.net/10948/996 , Small business -- South Africa -- Finance , Business enterprises, Black -- South Africa , Business enterprises -- Economic aspects -- South Africa
- Description: Studies have shown that BBBEE parties are unsuccessful in raising banking finance due to a number of reasons. The objective of the enactment of the Broad Based Black Economic Empowerment (BBBEE) Act is primarily to promote the participation of black people in the economy. The measurement of BBBEE is determined by the codes of good practice for Qualifying Small Enterprises (QSE), which consists of seven elements namely: ownership, management control, employment equity, skills development, preferential procurement, enterprise development and socio-economic development. Enterprises with annual turnover ranging from R5 million and R35 million qualify as QSE. These elements measure the level of BBBEE status. The enactment of the National Credit Act replaced the Usury Act, 1968 and the Credit Agreements Act, 1980. The objective of the act is to promote accessibility to the credit market and to prevent the over-indebtedness of consumers. The Act is applicable to natural persons with contractual capacity and juristic persons with monetary assets or annual turnover of less than R1 million. This study aims to establish the facilitation of access to banking finance for BBBEE SME’S within the George and Mossel Bay area as these towns form part of the Garden Route Business Banking Division of Nedbank. The effect of the BBBEE and NCA on the accessing of banking finance was studied and analysed. Credit applications are subject to stringent credit scoring systems to rate applicants, monitor performance and manage accounts. The Basel rating which measures the minimum level of capital a bank should hold to protect investors determines the interest rate charged for loans. These ratings affect the accessibility of banking finance. A framework for bank and SME relationship building shows the relationships between: • The accounts manager’s role in relationship management; • Branch staff role in relationship management; • Corporate policies as part of relationship management. A survey was conducted in the form of a questionnaire in order to obtain primary information from two sample groups, banking officials and BBBEE clients to establish the relationship between the two sample groups. Quantitative techniques were used and the data obtained from the two sample groups were analysed. The study revealed that the by establishment of relationships between BBBEE clients and banking officials would facilitate access to banking.
- Full Text:
- Date Issued: 2009
The role of strategic supply chain management in liquor retail
- Authors: Oppong, George
- Date: 2009
- Subjects: Business logistics -- South Africa , Physical distribution of goods -- Management , Retail trade -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8723 , http://hdl.handle.net/10948/895 , Business logistics -- South Africa , Physical distribution of goods -- Management , Retail trade -- South Africa
- Description: The underlying objective of this research was to assess the extent to which an efficient supply chain can help retail businesses; particularly liquor businesses to manage their business risks. The case study firm for the research was Big Daddy’s Group, one of the leading independent liquor distribution and retailing firms in South Africa. In order to achieve the objective of the research, a review of relevant literature was done. It began with literature review of retailing in general, highlighting on the major roles they play and the modern trends in the industry. Afterwards the literature was narrowed down to liquor retailing. This was done to ascertain the unique characteristics of that aspect of retailing including the regulations guiding the industry and the specific business risks in that business. The final part of the literature review was on specific concepts and management models such as value chain, supply chain as well as business risk and its management. The literature highlighted the means by which the retailer creates value for the customer and the inherent risks in the industry. There was the indication of supply chain being a key component of the value creating activities (value chain) of the business, and serving as a tool in mitigating possible risks. The literature provided the theoretical proposition (hypothesis) for the assessment of the case study findings from the Big Daddy’s Group. The data collection exercise was done by means of a questionnaire complimented by personal interview. Due to the nature of the firm, in terms of structure and operations, two persons, with considerable insight into the business, the director and the sales/area manager were interviewed for the exercise. The questions posed were categorised into seven key areas of retail operations such as product range, imports, customer awareness, marketing and advertising, supply chain and human resource. The findings were compared with the theoretical propositions developed in the literature review, and the pattern matching logic technique was used to determine the existence or not of any similar predictions or differences. The risks identified in the findings were analysed with the logic of an efficient supply chain as the mitigating tool. The conclusion was that supply chain management is key to the value creation activities and hence the survival of the business. The recommendation therefore is that the retailer should ensure the efficient management of the supply chain network since it has the potential to reduce the inherent risks in their operations.
- Full Text:
- Date Issued: 2009
- Authors: Oppong, George
- Date: 2009
- Subjects: Business logistics -- South Africa , Physical distribution of goods -- Management , Retail trade -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8723 , http://hdl.handle.net/10948/895 , Business logistics -- South Africa , Physical distribution of goods -- Management , Retail trade -- South Africa
- Description: The underlying objective of this research was to assess the extent to which an efficient supply chain can help retail businesses; particularly liquor businesses to manage their business risks. The case study firm for the research was Big Daddy’s Group, one of the leading independent liquor distribution and retailing firms in South Africa. In order to achieve the objective of the research, a review of relevant literature was done. It began with literature review of retailing in general, highlighting on the major roles they play and the modern trends in the industry. Afterwards the literature was narrowed down to liquor retailing. This was done to ascertain the unique characteristics of that aspect of retailing including the regulations guiding the industry and the specific business risks in that business. The final part of the literature review was on specific concepts and management models such as value chain, supply chain as well as business risk and its management. The literature highlighted the means by which the retailer creates value for the customer and the inherent risks in the industry. There was the indication of supply chain being a key component of the value creating activities (value chain) of the business, and serving as a tool in mitigating possible risks. The literature provided the theoretical proposition (hypothesis) for the assessment of the case study findings from the Big Daddy’s Group. The data collection exercise was done by means of a questionnaire complimented by personal interview. Due to the nature of the firm, in terms of structure and operations, two persons, with considerable insight into the business, the director and the sales/area manager were interviewed for the exercise. The questions posed were categorised into seven key areas of retail operations such as product range, imports, customer awareness, marketing and advertising, supply chain and human resource. The findings were compared with the theoretical propositions developed in the literature review, and the pattern matching logic technique was used to determine the existence or not of any similar predictions or differences. The risks identified in the findings were analysed with the logic of an efficient supply chain as the mitigating tool. The conclusion was that supply chain management is key to the value creation activities and hence the survival of the business. The recommendation therefore is that the retailer should ensure the efficient management of the supply chain network since it has the potential to reduce the inherent risks in their operations.
- Full Text:
- Date Issued: 2009
Improving the service quality of taxi operators in the Nelson Mandela Bay
- Authors: Gule, Xolile Michael
- Date: 2009
- Subjects: Service industries -- Quality control , Customer services -- Quality control , Transportation -- South Africa , Taxicabs -- South Africa , Quality Service
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8685 , http://hdl.handle.net/10948/1115 , Service industries -- Quality control , Customer services -- Quality control , Transportation -- South Africa , Taxicabs -- South Africa , Quality Service
- Description: The study focused on the taxi industry as a services industry due to its contribution to the economies of both developed and the developing countries. The purpose of this study was to investigate ways to improve service delivery in the South African taxi industry. This industry is one of the underperforming industries in South Africa with regard to service quality due to over-serviced taxi routes and a lack of information about the needs and desires of the taxi commuters. The primary objective of this study was to investigate how to improve the service quality of taxi operators in the Nelson Mandela Bay by applying theories and concepts of services marketing and total quality management (TQM). More specifically, the study investigated whether taxi drivers have the required knowledge of services marketing and service quality, and what service quality challenges taxi drivers and commuters face. The sample consisted of 20 taxi drivers and 101 student commuters using taxis on the Port Elizabeth routes. The empirical results showed that taxi drivers perform unsatisfactorily on the four TQM elements: leadership, employee involvement, product/ process excellence and customer focus. The results also reflected the general perception in the Eastern Cape that taxi service quality is poor. Of the five service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy), the taxi drivers performed the best in reliability and the worst in empathy. The empirical results further suggested that taxi services do not meet the expectations of commuters, as deficits were reported between expectations and perceptions of actual service quality. The different quality dimensions used in the measurement of taxi service quality and their empirical results could provide a guideline to taxi service leadership and government on the critical aspects of taxi service quality.
- Full Text:
- Date Issued: 2009
- Authors: Gule, Xolile Michael
- Date: 2009
- Subjects: Service industries -- Quality control , Customer services -- Quality control , Transportation -- South Africa , Taxicabs -- South Africa , Quality Service
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8685 , http://hdl.handle.net/10948/1115 , Service industries -- Quality control , Customer services -- Quality control , Transportation -- South Africa , Taxicabs -- South Africa , Quality Service
- Description: The study focused on the taxi industry as a services industry due to its contribution to the economies of both developed and the developing countries. The purpose of this study was to investigate ways to improve service delivery in the South African taxi industry. This industry is one of the underperforming industries in South Africa with regard to service quality due to over-serviced taxi routes and a lack of information about the needs and desires of the taxi commuters. The primary objective of this study was to investigate how to improve the service quality of taxi operators in the Nelson Mandela Bay by applying theories and concepts of services marketing and total quality management (TQM). More specifically, the study investigated whether taxi drivers have the required knowledge of services marketing and service quality, and what service quality challenges taxi drivers and commuters face. The sample consisted of 20 taxi drivers and 101 student commuters using taxis on the Port Elizabeth routes. The empirical results showed that taxi drivers perform unsatisfactorily on the four TQM elements: leadership, employee involvement, product/ process excellence and customer focus. The results also reflected the general perception in the Eastern Cape that taxi service quality is poor. Of the five service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy), the taxi drivers performed the best in reliability and the worst in empathy. The empirical results further suggested that taxi services do not meet the expectations of commuters, as deficits were reported between expectations and perceptions of actual service quality. The different quality dimensions used in the measurement of taxi service quality and their empirical results could provide a guideline to taxi service leadership and government on the critical aspects of taxi service quality.
- Full Text:
- Date Issued: 2009