Graduate School of Business and Leadership

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Women in business in the Province of Shaanxi, China : an entrepreneurial perspective.
(2008) Zhang, Fan.; Mahadea, Darma.
Since China's introduction of economic reform and adoption of market-oriented programs, more and more people are going into business. China registered an average annual GDP growth of over 8% in the past ten years. Moreover, during the past ten years (1995-2005), the number of women-owned businesses in China has increased significantly, and these businesses are just as successful as those owned by men. With an increasing number of them participating, women have become a major force in China's economic development, even in Shaanxi. The need for a better understanding of this emerging economy and of women entrepreneurs in small firm motivated the researcher to undertake this study. Moreover, this study was guided by the following research objectives: Primary objectives • Determine the motivations underpinning entry of women into small business in Shaanxi • Examine the barriers and challenges that female entrepreneurs face and how can these be addressed • Examine the contribution of female entrepreneurs to the regional development of the province with regard to employment • Consider the determinants of the employment growth of women-owned business as in Shaanxi • Examine the determinants of the performance of female entrepreneurs in Shaanxi • Make suggestions regarding further research on entrepreneurship development in Shaanxi province, China • Examine whether source of funding is associated with the education of the entrepreneurs. Secondary objectives • Examine whether perceptions of support for women entrepreneurs vary with marital status and education. • Examine whether perceptions of support for women entrepreneurs vary with training and networks. • Examine whether belonging to a business network is related to the marital status and education of the women entrepreneurs. According to surveyed entrepreneurs, the quest for personal development (pull) and a feeling of not "fit in" with the organisation (push) are two main factors which motivated women to go into business as self-employed persons. The main barriers to them start-up in business are availability of funds and family support. Problems still exist, but women entrepreneurs made a great contribution to Shaanxi's provincial economic development, especially in terms of employment creation opportunities. The regression analysis shows that education and experience of the entrepreneurs contribute significantly to employment growth. Moreover, efficient business networks, availability of funding with training opportunities and the support from government are seemingly rather weak in Shaanxi, China. Results of the hypotheses tests indicate that training, networks, business location, family member employees and prior working experience of the women entrepreneurs contribute significantly to better performance in business.
The influence of team cohesiveness on team effectiveness.
(2004) Pramlal, Ashika.; Vajeth, Taahir Ahmed Akbar.
Teams play an important role in most organisations in today’s modern economy. The use of teams has expanded dramatically in response to competitive challenges. Research indicates that teamwork can achieve outcomes that could not be achieved by the same number of individuals working in isolation. However, teams need to be cohesive and effective in order to be successful. Team building, team cohesiveness and team effectiveness are discussed in detail, outlining their importance for good teamwork. The Police Services is dependent on effective teamwork as this forms an integral part of their daily work activities. Therefore, teams in the Police Services need to be highly cohesive in order to enhance team effectiveness. The purpose of this dissertation was to investigate the impact of team cohesiveness on team effectiveness at the police services. The key dimensions of team cohesiveness that were explored in this study are : setting goals and understanding them, extent of participation, communication, idea generation, conflict management, interpersonal relations and obstacles and the extent of their influence on team effectiveness. The research was conducted at the police services in Kwa-Dukuza, Kwa-Zulu Natal. Simple random sampling was used in this study. Various statistical techniques were used to test the three hypotheses. The results were analysed and a presentation and discussion of the respondent’s perceptions were presented. From this study, it is evident that team cohesiveness with special reference to the following sub-dimensions: setting goals and understanding them, extent of participation, communication, idea generation, conflict management, interpersonal relations and obstacles does impact significantly on team effectiveness. The limitations of the study and suggestions for future research are also outlined. Furthermore, a discussion of the possible causes for the findings are included, along with recommendations to improve team cohesiveness in order to enhance team effectiveness.
A study of the impact of expanded public works programme on job creation in the Zululand district municipality.
(2008) Khanyile, Bonguyise Kenneth.; Bozas, Alexander Robert.; Geach, Walter Dayson.
This research measures and evaluates the impact of the Expanded Public Works Programmes on job creation in the Zululand District in order to guide government in developing a policy that will assist future job creation programmes. The Provincial government has prioritized poverty reduction and job creation as key focus areas in Kwazulu - Natal. This study attempts to determine whether the Expanded Public Works Programme contributes towards job creation and economic growth. The study was limited to the area of the Zululand District Municipality. This research was quantitative in nature in order to meet the objectives of the study which relates to impacts of the Expanded Public Works Programme on job creation. Statistics will be used to justify the conclusions drawn about the percentage increase in employment creation in the area. . The sample was a representative of the population of the area under study. Efforts were made to eliminate any ambiguity in the questionnaires. As training of people on the Expanded Public Works Programme is often conducted in less than six months and as the training is often not accredited, it is concluded that the jobs created by the Expanded Public Works Programme in the Zululand District Municipality are not sustainable. A high percentage of people worked on the Expanded Public Works Programme projects. Although these jobs are not sustainable, they do contribute towards the reduction of unemployment during the construction phase of the project. Most people agree with and support the Expanded Public Works Programme as a successful programme that gives hope for job creationThe output and impact of the Expanded Public Works Programme on skills training, monthly gross household income, daily wage, sustainable jobs and reduction in unemployment is shown to be minimal or not having a very noticeable impact.. Registered institutions under the Department of Education should be used to conduct training on these projects so that the level of training received can be consistent for all people trained
The impact of preferential market access instrument : the case of African Growth Opportunity Act (AGOA) in Swaziland.
(2006) Sibanyoni, Mbali Patience.; Kohler, Marcel Rene Anton Robert.
The impact of the Sho't Left tourism marketing campaign on Orlando West residents.
(2006) Nagooroo, Neil Ashley.; Bozas, Alexander Robert.
The South African Tourism Board (SATB) is the official tourism authority for South Africa; its mandate includes the domestic and international markets. SATB launched its domestic tourism growth strategy in 2004. The focus of this strategy is to grow the current infant domestic tourism market within South Africa and influence consumers to travel more within the country. Using the principles of marketing, SATB segmented the domestic tourism market into three segments, namely the established, the emerging and the untapped segments (SATB, 2004). The emerging market has been further segmented into three sub segments namely the young and upcoming, striving families and well off homely couples. The young and upcoming market segment has been chosen for this research. This study seeks to research the impact of the Sho't Left marketing campaign on the young and up coming consumers. SATB has identified that the young and upcoming reside in Soweto, and other previously disadvantaged regions. Due to time and financial constraints this research has chosen Orlando West, a suburb of Soweto as the target population. The findings of the research indicated an awareness of the Sho't Left campaign, yet the campaign failed to do more than create awareness. Some respondents were aware of the packages on offer yet only 1.25% of respondents booked the package deals being promoted through the Sho't Left campaign. This research also suggests a lack of the young and up coming segment in Orlando West. The research findings motivate further research into the defined target market segments to ensure that SATB promotions are aimed at the correct targeted segments.
Towards a systems and complexity perspective of the national system of innovation.
(2009) Manzini, Sibusiso.
The national system of innovation (NSI) is well entrenched within South Africa’s policy discourse, as a conceptual framework for understanding the nature and functioning of the country’s totality of science and technology efforts. The NSI is proving to be a powerful concept in that it permits, for instance, a holistic view of how scientific activity relates to economic performance. However, the NSI is a relatively new construct in the South African context. For this reason, there is a need for a proper understanding of what constitutes the NSI, how it functions and how best to make sense of it. This study undertakes a hermeneutic exploration and assessment of the NSI as a conceptual framework for understanding the structure and performance of knowledge institutions within South Africa. To this end, the NSI concept is unbundled into its constituent elements and then subjected to a deep theoretical analysis in order to critically examine the core ideas behind the constituent terms. Drawing on the writer’s hermeneutic-phenomenological input, the study critically examines the salient features of the NSI as they find expression in various official science and technology policy documents and reports. The elements that make up South Africa’s national system of innovation are identified and their roles defined. An argument is presented as to why, collectively, these elements demonstrate system behaviour. Chaos and complexity frameworks are then employed to shape a conceptual platform to underpin this philosophical enquiry with an ultimate view to developing a robust theoretical framework of the NSI. The study demonstrates the usefulness of chaos and complexity in explaining, for example, the evolution and current organisation of the NSI. Recommendations have been made about how chaos and complexity perspectives could be applied in general and strategic management of the NSI, as well as in research.
The product mix of insurance sales among Standard Bank financial services advisors in the greater Durban area : a management perspective.
(2008) Moodley, Sundresan.; Kader, Abdulla Dawood.; Geach, Walter Dayson.
The bank provides financial services to individuals and businesses. These services include opening bank accounts, providing loans, and vehicle asset financing. To provide clients with a comprehensive financial offering, products from life insurance companies have been introduced to the banking environment. These products include risk products (life, dread disease and disability products), and investment products (unit trusts and endowment products). Analysis of sales figures by insurance companies suggest that more investment products are sold than risk products. This study explores the reasons for the inconsistent product mix sold by the bancassurance distribution channel. The study focuses on Standard Bank financial advisors in the greater Durban area and includes their views, and those of the related broker consultants and managers, of the salient issues. A comprehensive literature review provides a background to the study. A number of reasons for the phenomenon investigated here have been provided by various writers internationally, and these constitute the point of departure for the study. The broad themes that impact on the product mix sold are identified as being the need to comply with the relevant legislation, training and product knowledge, integration with the bank, and business processes. Based on the themes mentioned in the preceding paragraph, the main objectives of the study were the following: to assess the impact of regulation on the business of the advisor; to investigate the impact of training and product knowledge on the product mix offered to the client; to explore the relationship between the advisor and the bank he finds himself in; to assess business processes in the sale of insurance products. The fieldwork was exploratory in nature with a questionnaire being administered to financial advisors, broker consultants, and managers. The results of the study were evaluated and various recommendations are made. An implementation plan is provided to aid in the implementation process.
An investigation into skills development in the manufacturing, engineering and related srvices sector.
(2006) Janneker, Marlene Antoinette.
The purpose of the study was to investigate skills development within the Manufacturing, Engineering and Related Services Sector. The study investigates the reasons associated with the shortage of skills and the factors influencing the rate of skills development within this sector.
Evaluation of an organisational change intervention in the energy services industry.
(2006) Dukhan, Nirvashnie.
No abstract available.
Feasibility study of a proposed merger between the Evangelical Seminary of Southern Africa and the Union Bible Institute.
(2006) Bishop, Michael John.; Ellis, Deborah Ann.
Community management of rural water supplies in South Africa : Alfred Nzo district municipality case study.
(2006) Dyer, Robert.; Still, David.
South African legislation, as summarised in The Strategic Framework for Water Services (Department of Water Affairs and Forestry, 2003), makes local authorities responsible for all water services to individual consumers. As Water Services Authorities (WSAs), municipalities must appoint Water Services Providers (WSPs) to implement water services. The legislation allows a range of organisations to act as WSPs. The Strategic Framework also lays down norms and standards with regards to continuity of water supplies and water quality. The country has adopted a policy of "Free Basic Water", which requires WSAs to provide a basic level of services free of charge. Six kilolitres per household per month is the norm adopted by most municipalities. In deciding on the institutional arrangements for the provISIon of water serVIces, municipalities need to decide what functions, if any, to outsource. Most international literature that reviews experiences of the International Water Decade advocates community management of rural water supplies, pointing to failures of government run, centralised management of rural schemes. A strong reason given for choosing community management is the sense of "ownership" this gives to local communities. Traditional theories on management by government organisations use a "steering" model, in which the government sets the course for policy and administrators implement the policies decided upon. Since the 1980s, a new paradigm for analysing government has emerged, emphasising the limits to governments' power to act as it wishes. The new model is one of networks of various interdependent organisations, often with the government at the centre. Such a model can be used to depict organisational relationships in rural areas of South Africa. In the early 1990s, a number ofNGOs implemented rural water schemes using the community management approach. However, after the passing of legislation making municipalities WSAs, very few municipalities have seriously considered community management, or any formal role for local community based organisations. Efforts to assess the effectiveness of municipalities' water service delivery IS severely hampered by a lack of usable data. Since starting to take responsibility for water schemes from DWAF and other bodies in 2000, municipalities have struggled to manage service delivery effectively, largely due to a shortage of management and technical skills. Alfred Nzo District Municipality (ANDM) is one of the poorest municipalities in the country, with high levels of poverty. Approximately 50% of the rural population have adequate water services, that is 25 litres per person available within 200 metres of the household (Smith, 2006). The operation of services is paid mainly from the municipality's equitable share from national government. This report attempts to assess the effectiveness and efficiency of community management of rural water supplies. This is done by examining ANDM's community management model as a case study. The roles and responsibilities of various actors in the programme were analysed by interviewing the Support Services Agents (SSAs) engaged to co-ordinate the programme. The effectiveness of the water services were analysed using the SSAs' monthly reports, and this was compared with other available data. The experiences of other rural municipalities were also examined, focusing on their experiences with community participation. The model used by ANDM consisted of a water committee or board for each water scheme, which supervised the work of local operators and administrators. Operators carried out minor repairs, while the SSAs did monthly servicing of pumps and motors, and implemented major repairs, largely by supervising local operators and casual labourers. Committees submitted monthly reports to the SSAs, which were used as a basis for reports from the SSAs to the municipality. SSAs also reported on water quality. The figures for continuity of supply (measuring the operability of the infrastructure) varied considerably between the three SSAs. A possible reason for low figures from one SSA was that the figures also reflected water shortages in some schemes. Figures for water quality varied more than those for continuity, leading to a concern about the extent to which sampling and testing procedures were standardised. The figures were compared with figures from attitude surveys on water services recording consumers' perceptions about continuity of supply. The difference in data being measured, and concerns about the meaning of the figures from the SSAs' reports make direct comparisons impossible. However, the data indicates that for schemes served by two of the SSAs at least, a reasonably effective service was rendered. The cost to the municipality of providing water services was R4,19 per person per month, a relatively low figure compared with other municipalities. The four KwaZulu-Natal District Municipalities interviewed all reported negative experiences with community management of rural schemes that they inherited, and all four have opted for a centralised system, one using a partnership with a water board. None of the four municipalities had systematic data on continuity of service. Despite the difficulties in comparing the performance of ANDM to that of other municipalities, it is clear that the system employed by the municipality to use community management with the support of external consultants and NGOs was workable, sustainable and efficient. The participation of local community organisations assisted in some of the common problems that beset rural water schemes such as vandalism and water wastage. The report recommends that: • Municipalities with remote rural water schemes seriously consider community management as an effective and efficient delivery mechanism. • Where community management is employed, it is backed up with effective managerial and technical support. • The Alfred Nzo District Municipality reinstate the contracts with external Support Services Agents, which were the basis of effective management of and reporting on its rural water supply programme, unless equivalent internal capacity has been acquired to do the work done by the Support Services Agents. • Water Services Providers be required by water services authorities to submit regular data on service availability, continuity of supply and water quality, and Water Services Authorities in turn be required to submit similar data to DWAF. • DWAF issues guidelines on how proper separation of regulation and implementation roles be effected between WSAs and WSPs respectively when the WSP function is carried out internally.
"A critical assessment of the impact of interventions to stimulate the establishment and growth rates of SMEs in the formal sector in KwaZulu-Natal,
(2008) Smorfitt, William Robert.
South Africa is a country in a state of flux. It has many problems
Job satisfaction among healthcare professionals in area military health unit KwaZulu-Natal.
(2006) Govender, Veni.; Ortlepp, Karen.
The current legislation in South Africa, namely the White Paper on Transformation of the Public Sector published on the 15 November 1995 by the Department of Public Service and Administration, addresses the need for transformation in the delivery of Public Services. The aim of this transformation process is to improve the efficiency and effectiveness of the way in which public services should be rendered, with the emphasis on customer focused ways of working. The South African Military Health Services (SAMHS) as a public service healthcare organisation within the South African Department of Defence (SANDF) is also governed by the White Paper on transformation, and is constantly reminded of the call for improved service delivery to its clientele. According to Schenke (2001:8) it is critical to understand that an interdependent relationship exists between employee satisfaction and customer satisfection, and therefore an organisation would need to focus on both these assets. An integral part of optimising service delivery in the SAMHS and improving customer satisfection, would be to ensure job satisfection among the healthcare professionals who render the services. Spytak, Marsland and Ulmer (1999:26) noted that satisfied employees tend to be more productive, creative and committed to their jobs. A study was therefore undertaken to review job satisfection among health care professionals in a sample population in the SAMHS. The study examined the main contributing factors that affected job satisfection, and determined if there were differences in terms of job satisfection across the demographic variables of age, gender, marital status, employees with or without children and tenure. Finally it explored the correlation between job satisfection levels and intention to leave. The study constituted a comparative cross-sectional study of 61 healthcare professionals based at Area Military Health Unit KwaZulu Natal (AMHU KZN). The research methodology adopted in this study was a quantitative survey. Statistical analyses were completed using ANOVA'S, Pearson's Correlations and Factor Analysis. The results of the study indicated that there were four major contributing factors affecting job satisfection and these included, career management, strategic management and support, the nature of the work itself and interpersonal dynamics. There were no differences noted in job satisfection across the demographic variables of age, gender, marital status, employees with or without children and tenure. However results did indicate that there was a strong correlation between total job satisfaction and propensity to leave. A strong correlation was also found with each of the four main components affecting job satisfection, namely career management, strategic management and support, the nature of the work itself, interpersonal dynamics, and propensity to leave. Recommendations were made to the SAMHS with regard to job enrichment, compensation systems, staffing and promotions, and management style. The implementation of these recommendations could assist in improving the levels of job satisfection among health care professionals. The study also recommended further research to better understand issues that could impact on job satisfection of health care professionals in the military environment.
Marketing/Branding Pietermaritzburg. An exploratory evaluation of the opinions and perceptions of residents and their levels of satisfaction or dissatisfaction towards the city.
(2006) Govender, Pavanasen.
No abstract available.
An investigation into adoption of multiskilling by the South African manufacturing industry : a case study of Hulett Aluminium.
(2006) Gamede, Vangeli Wiseman.; Hunter, Clive Robert.
There are a number of challenges that are facing the South African manufacturing industry today. Companies within this sector are trying all they can to ensure the optimal utilisation of physical and human resources and the maximisation of profit, all this at a very minimal possible cost. Each company within the industry is struggling for a competitive edge and bigger market share compared to other companies manufacturing the same product. Haas et al. (2005: 1) suggest that the manufacturing companies need more flexible labour strategies, like multiskilling, as a way of dealing with these challenges. Hulett Aluminium (Pty) Ltd, South Africa's largest aluminium producer and based in Pietermaritzburg, was used by the researcher as a case study. The company was founded in 1946 as a subsidiary of the international Alcan Aluminium Group. It is South Africa's largest manufacturer of semi-fabricated and finished aluminium products. The company introduced multiskilling in 2000, the main objective being to equip the employees with a variety of skills for the benefit of both the company and the employees themselves. This research study was undertaken to establish the extent to which Hulett Aluminium (Pty) Ltd has taken advantage of the theoretical benefits associated with multiskilling. To achieve this the following issues were investigated: preparation of a suitable environment for the application of multiskilling, effects of new, advanced technology on multiskilling, effects of absenteeism due to workshops, training programmes and personal matters, productivity levels, labour turnover, labour costs, trend towards selfmanaged groups, job satisfaction , employee motivation and industrial conflicts. This study first discussed the theoretical perspectives on multiskilling. This is followed by the description of Hulett Aluminium (Pty) Ltd, with specific description of the company's profile, the organisational structure, the aluminium supply chain and the company's core business . The description of the company is followed by the methodology used for the collection of data as well as the outline of the interpretation procedures followed. Research findings and discussion are also given. The key findings of this study are that both managers and shop floor employees at Hulett Aluminium agree that multiskilling contributes to increased organisational labour productivity, reduced organisational overall costs, and reduced industrial conflicts. Other areas of agreement include the fact that multiskilled employees need appropriate resources for the application of their skills; training is an essential tool for multiskilling and that rewards for a multiskilled workforce are a motivating factor for in the workplace. The final conclusion drawn is that much as Hulett Aluminium (Pty) Ltd has embraced multiskilling, there is still a lot the company needs to do or improve on, so that it could enjoy the benefits of the programme. Based on the findings of this study, some of the recommendations made for Hulett Aluminium are: • A detailed planning process for proper implementation ofmuItiskilling • All the relevant stakeholders within the company should be part and parcel of the implementation of the programme • Benchmarking with other manufacturing companies which have implemented multiskilling • Training of new recruits so that they could be at equal par with the old employees and also contribute positively to increased organisational productivity. 11
A needs analysis of financial management and accounting skills in the SME sector in KwaZulu-Natal.
(2010) Rajaram, Rajendra.; O'Neill, Richard Charles.
The Theory of the Firm consists of a number of economic theories that attempt to describe the nature and the behaviour of the firm. One of the important assumptions of the theory is that of profit maximisation. In order to maximise profits, there are four factors of production that are required by the firm, i.e. land, labour, capital and entrepreneurship. Although capital may relate to the acquisition of funds that are required by the business, it also relates to proper financial skills that are needed to manage these funds. Therefore, in order to successfully establish and manage a business, especially a small or medium sized enterprise, it is necessary to possess financial management and accounting skills. The SME sector has been identified as having the potential to contribute to economic growth of the country. In order to achieve this objective, is important that the sector is well managed and that there are sufficient accounting and financial management skills in the sector. The research has been undertaken in order to determine and evaluate accounting and financial management skills that are needed by the SME sector in KwaZulu-Natal. The literature review suggested that an absence of accounting and financial management and accounting skills contributes to the poor performance of the sector in South Africa and that the possession of some basic skills in these fields may enhance the growth and profitability of the sector. The research design was of a quantitative nature. A questionnaire was completed by a group of thirty industry experts and these findings were statistically analysed. The questionnaire allowed for further comments and opinions from the experts on selected accounting and financial management aspects in the SME sector. The empirical research indicated that: • there is a low level of accounting and financial management skills in the SME sector in KwaZulu-Natal; and, • there is a need to improve the accounting and financial management skills in the SME sector in KwaZulu-Natal.
The role of skills development on employees' work performance : a case study of Inyathelo Training and Development.
(2006) Hadebe, Thenjiwe Patricia.; Misselhorn, Hugo.; Naidoo, Jayram Mervyn.
Historically, the majority of South African people, particularly Blacks, were denied access to free, compulsory basic education. This means that many citizens did not have access to education that would provide them with the skills necessary for quality work performance. Various arguments in this study imply that work performance is linked to the skills employees have in the work they do. The previous Bantu education system failed to produce people with the necessary skills for the economy of the country. To compensate for this situation the present South African government introduced the Skills Development Act and Skills Levies Act which intended to provide the unskilled workforce with an opportunity to be trained and acquire skills. This is an investment in people through skills development, which is aimed at the improved work performance of the country's workforce. The study aims to: • Determine the impact of skills development programmes on employees' work performance; • Determine whether the skills learned are actually applied in practice; • Assess the general performance of a company through skills development of its workforce; and ••• Determine how accessible skills development programmes are to employees in this company. The research sample comprised ten facilitators, 15 employees and one employer. The data collected from the sample attempted to answer the following research questions: => What impact will skills development programmes have on employees' work performance? => What evidence there is that skills learned are actually applied in practice? => How the company performs in general when the workforce has undergone skills development programmes? => Whether the skills development programmes are accessible to the employees of the company? The findings revealed that skills development programmes in the company under investigation were valuable and useful to employees. This is evident from the improved work performance of employees as observed by the employer, who confirmed that the employees do job more quickly with less wastage and less supervision. The employer further confirmed that his company has attracted new clients who come for the sake of the service the company renders. The researcher concludes with the following recommendations: • The company should draw up a skills development programme schedule that will fit in well with its objectives. It is emphasised that these two aspects must not clash with each other, but instead complement each other so as to meet the set goal, that is, reselling of the workforce. This should be integrated to the organisational goal. • The company should spell out the aims of the skills development programmes and must make sure that these are well understood and adhered to by everyone in the company. This will aid in designing the programme according to the company's needs. • The fact that very little evaluation of training is done indicates the probability that although expenditure on training is great very little is done to ensure to improved competence and performance. The vast majority of employers still see training and development as purely cost, not investment. In this instance, the employers should be educated on the importance of investing in people through skills development programmes in order to gain improved work performance.
Mpofana municipality : an investigation of the perceptions of municipal stakeholders towards service delivery.
(2006) Madlala, Muzi Aaron.; Ellis, Deborah Ann.
This study aimed at investigating perceptions of different stakeholders, which were the community, administration (staff) and councillors on service delivery by Mpofana Municipality. This research provided recommendations that would assist in terms of accelerating service delivery, which is noted as the most fundamental responsibility of all municipalities in South Africa as the fulfillment of the constitutional mandate. The study provided recommendations that will assist in terms of accelerating service delivery, not only in urban areas but in rural areas as well. The study focused on Mpofana Municipality using the Servqual model to measure perceptions in terms of service delivery, i.e. what is expected compared with perceptions of service experienced. The overall SERVQUAL score of the councillors and the staff revealed that the perceptions were equal to the expectations. The results showed that the SERVQUAL calculated from the responses of the staff and councillors were very similar and the gap between their perceptions and expectations was minimal. These results confirmed that staff and councillors hold similar expectations and perceptions in relation to customers. The results of the staff and the councillors were very similar because they were internal respondents associating themselves with the Mpofana municipality. The results showed that the community's expectations about the service which they received from Mpofana Municipality did not match their perceptions. This presents a great challenge to the councillors, as well as to the management of the municipality. The Mpofana Municipality is expected to provide excellent service to its customers all the time. What customers/clienUcommunity wanted and what they got from an institution did not match. This was not a satisfactory indication of the quality of service that the Mpofana municipality was displaying. These SERVQUAL scores also indicated that there were definite areas needing attention e.g. reliability, responsiveness and assurance. Service delivery could be improved if both councillors and staff were to align their expectations to those of the community and design services to the specifications and expectations of the customers.
Msunduzi municipality customer care : an investigation into customer care offered to industrial and commercial customers by Pietermaritzburg electricity within the context of Batho Pele principles.
(2006) Mchunu, Simphiwe Emmanuel.; Soni, Sanjay Shantilal.
Pietermaritburg Electricity provides electricity to all residents living within its area of license which is mainly within the Msunduzi Municipality boundary. PE has in excess of 66 000 customers, 600 of which are industrial and commercial. PE customers service is regulated by the Batho Pele - 'People First' White Paper on Transforming Public Service Delivery published on 18 September 1997. This White Paper dictates how the service will be provided by public service institutions to public members. This research will endeavour to investigate customer care offered to industrial and commercial customers by Pietermaritzburg Electricity within the context of Batho Pele Principles. A sample size of 242 was chosen and 238 of the sample responded 10 of which were spoilt. 228 responses were analysed and an attempt to understand the performance of PE as far as customer service is concerned was made. A meeting was held with PE's senior management to understand their commitment as far as customer service offered to industrial and commercial customers is concerned within the context of Batho Pele Principles. The survey responses as well as the management responses were analysed and conclusions and recommendations were drawn.
An evaluation of the effectiveness of the current performance appraisal system utilised by BCS-Net Pty Ltd.
(2006) Govender, Sivaramon.
In this current hypercompetitive environment organisations are forced to become more efficient and effective. In this respect, one of the most popular tools used to streamline and improve service delivery is the application of performance appraisal systems. The objective of this study is to determine the extent to which the current performance appraisal system of BCS-Net Pty Ltd complies with the requirements and guidelines for performance appraisal as stipulated in the literature, in other words how effective is the current performance appraisal system utilised by BCSNet Pty Ltd. A quantitative research method was used to seek answers to the research questions. Survey questionnaires were sent to various respondents for data collection. The questions in the survey questionnaire were grouped into various criteria for an effective performance appraisal. All employees that were previously evaluated by the organisation were allowed to participate. A literature review was conducted to determine what criteria constituted an effective performance appraisal system. After analysing the relevant information from the organisation's employees it became apparent that the current performance appraisal system of the organisation was ineffective and it did not meet all the requirements for the criteria for a successful and effective performance appraisal system. Secondly, there was a clear indication that not all the supervisors/managers were adequately trained to conduct a performance appraisal and there was no consistency with regards to the implementation of the current performance appraisal system across the organisation.

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