Faculty of Management Sciences
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Item Quality management initiatives on production levels, quality and staff performance of a manufacturing company(2023) Moodlier, Derosha; Moodley, K G; Haripersad, RajeshIn the context where customers around the world become so demanding, manufacturing operations focus on performance, availability, usability, scalability, effectiveness, and efficiency among other things; customer centric approaches are explored by companies to satisfy their customersTherefore, in light of limited resource availability, the everchanging market demands, and the necessity for organizational competitiveness in a globalized world, enhancing operational processes is fundamental for modern businesses. This entails the continuous improvement and adaptation of firms to sustain productivity and meet customer satisfaction. This study aims to assess the influence of quality management initiatives on production, quality, and personnel performance. The study utilises a mixed-method research approach where the general process is to identify in a problem, determining research questions, collecting data, analysing qualitative and quantitative data, and interpreting results. The study finds that the quality initiatives taken by the business influences all the dependent variables “production, quality, and personnel performance”. Thus, customer feedback is always critical the organisation in improving quality. In addition, customer strategy has been designed to focus on customer needs and delivery of products/services beyond customer expectations. The results also indicate that there is consistent communication between the company and customers, and all employees behave in ways that show the importance of customers to satisfy customers’ needs and expectations. Lastly the results show that there is a considerably higher than the average production rate before implementation of quality initiatives. Based on these results, the researcher recommends revisiting the managerial decision making process with regard to the selection and implementation of quality management initiatives. The company should continue to provide resources for employee re-education and training and train the majority of its staff on how to apply quality improvement techniques. The company should promote serviceability to support the system and maintain the business resilience with regards to taking corrective and preventive actions.Item Assessing customer satisfaction from the services delivered by Eskom Academy of Learning (EAL) : a case study of Eskom KwaZulu-Natal Operating Unit(2023) Thusi, Cynthia Zibuyile; Xulu-Gama, NomkhosiThe Eskom Academy of Learning in KZN (KwaZulu-Natal) occupies the role of Learning and Development; therefore, it provides training to employees for the sole purpose of closing the competency gap by building a highly skilled workforce that will meet the strategic objectives of the organization. The main purpose of this study was to assess the services delivered by Eskom Academy of Learning, with a particular focus in Eskom KZN. The three objectives of the study were to assess customer satisfaction from the services delivered by Eskom Academy of Learning KZN, to identify areas of improvement within Eskom Academy of Learning KZN and to recommend practical strategies for enhancing customer service in Eskom Academy of Learning KZN. This study used a mixed methods approach to conduct the survey. The target population was 185 Eskom employees for quantitative survey and 5 senior managers for qualitative survey. This included male and female students employed within Task Grading T05-E Band. Two data collection instruments were developed for the study, to satisfy the requirements of the design. Following the online questionnaire, which was structured on a five-point Likert scale, in-depth personal interviews were conducted. To select participants for the quantitative data collection, the researcher used systematic random sampling. Quantitative data analysis was conducted first, using the Statistical Package for the Social Sciences (SPSS) version 28.0; while thematic analysis was used to analyse data obtained from interviews. The results indicated that the Eskom Academy of Learning has been effective in meeting its goals, indicated by a significant level of satisfaction among employees. The findings further revealed the determinants of customer satisfaction. While the academy has largely been able to satisfy the employees, information gathered from the interviews identified areas that require improvement. Four main strategies are suggested for the improvement of customer service in Eskom Academy of Learning, namely: fostering a culture of customer satisfaction surveys, being aware of the business training needs through Individual Development Plans, proactive planning of training interventions and conducting on-job post assessments to determine if training received was relevant and effective.Item An analysis of competent board governance : the case of eThekwini Metropolitan Municipality(2022-11) Fuchs, Jody Moses; Mgutshini, TennysonBackground: Governance quality research in South Africa is limited despite evidence that it is needed. Ineffective and unethical governance is a major concern internationally. South Africa’s sustainable development agenda depends on the quality of public and private sector governance, as well as its impact on the socio-economic prosperity of the nation. Research on the continuous improvement of governance is imperative. Purpose: The purpose of the study was to analyze contemporary corporate governance quality as relevant to determining institutional value and formulate a valid measure that reliably frameworks competent Corporate Governance. Method: The exploratory sequential mixed method study utilized both purposive and systematic sampling approaches to identify 97 participants who met the required characteristics to inform the study. Semi-structured interviews followed by a survey were conducted to generate data from practicing local government elites in the eThekwini Metropolitan Municipality in the Kwa-Zulu Natal Province of South Africa. The interviews were digitally recorded, transcribed, and anonymized with consent from participants. The survey data was collected electronically and processed using SPSS version 27. Qualitative and quantitative data was analyzed using directed content analysis, thematic analysis and exploratory factor analysis. Results: The findings revealed that out of the 23 identified indicators, stakeholder governance has the highest positive relationship with competent governance. Local governance elites are subjected to the same agency dilemmas as found in private sector directors, but in this case, it is due to the conflicting political-administrative interests that prevail. Furthermore, they are difficult to physically access because of their busy calendars and decentralized locations. More importantly, results indicate leadership is undergoing a profound shift towards competent representation by stakeholders, with stakeholders and for stakeholders. Implications for Practice: It is anticipated that knowledge obtained from the results of this research will be implemented to improve public and private governance quality. It is evident that, by using a stakeholder-integrated approach to Corporate Governance, value creation for stakeholders is more likely to result. The proposed model and implementation guidelines were developed to guide governance practitioners. Key Contributions Made by the Study: The ontological and epistemological domain of governance has been extended to add value to the existing body of empirical knowledge. Additionally, the development and use of the proposed model derived from this research can empower public and private sector corporate governance professionals to create more value for stakeholdersItem An investigation into the effects of staff participation on the pass rate for an electrical engineering course at a University of Technology(2023-04) Moodlier, Sunthrasagren; Haripersad, RajeshThe purpose of this study was to test the impact of individual participation and teamwork on the pass rate of first-semester Electrical Engineering students at Durban University of Technology (DUT). South Africa's economic growth remains reliant on critical and scarce skills such as engineering. As a result, any institution of higher learning should make engineering training and education a priority. Collaboration and participation are critical components of any successful educational system. Assimilation of module content, readiness for assessment, perceptions of support from lecturers individually or collectively, and perceptions of the results are all significant variables in this study. A mixed methods approach was used to accomplish the study's objectives. The quantitative method was chosen to design the survey and collect data from all registered first-year students enrolled in the Electrical Engineering 1 laboratory module. A questionnaire was distributed to 344 students enrolled in the Electrical Engineering 1 laboratory module. Qualitative data were gathered through interviews with lecturers on the module at the Department of Electrical Engineering. The study discovered a positive and significant correlation between student pass rates and teamwork and individual participation in service. Additionally, the study discovered that first-year students have favourable attitudes toward the service provided by Electrical Engineering laboratory technicians. This implied that students were more likely to assimilate module content and be prepared for assessment if departmental teamwork was emphasised to increase pass rates. The study recommends a new approach for identifying students who require additional individual attention to improve their academic performance using these variables. Students must be viewed as partners in the lecturers' pedagogical approaches following the collaborative approach, which involves all stakeholders in decision-making for continuous improvement.Item Contributing elements and issues to strategic management in the construction industry among small and medium enterprises : a case study in South Africa's eThekwini region(University of Cape Town, 2022) Rambaruth, Amit; Adam, Jamila Khatoon; Krishna, Suresh Babu NaiduSmall and medium-sized enterprises (SMEs) are vital to the economy and have helped it grow, but they still have a high failure rate. Many businesses fail within the first few months of operation due to a lack of strategic planning. This study aimed to identify persuading factors that contribute to strategic management to improve performance and categorise challenges faced by SMEs in implementing a strategic plan in the eThekwini region of South Africa. The study adopted a quantitative research approach, and the population of interest for the research includes small and medium construction companies, which were sourced via the Construction Industry Development Board (cidb) registry. An online survey tool was used to distribute the questionnaire to 145 small and medium businesses. The data were analysed using descriptive and inferential statistical tools and exploratory factor analysis (EFA). The study's findings reveal that most eThekwini-based SMEs in the construction industry use strategic management practices to improve their business performance. The key factors for strategic management in SMEs, such as improving decision-making processes, increasing productivity, and gaining a competitive advantage, demonstrated high levels of agreement among participants regarding improving business performance. This study also found widespread agreement on the challenges of implementing a strategic plan in an organisation. Therefore, small and medium-sized enterprises (SMEs) must develop procedures and policies to deal with the difficulties that arise when drafting a strategic plan. This will ensure that strategic planning works in their operations. This can be accomplished by implementing strategic management into SMEs training programs offered by government and tertiary institutions that support SMEs. The government should also improve education and broaden its business skills curriculum. Keywords: Business, Construction, Performance, Planning, Strategy, South Africa.Item The influence of global sourcing on local firms’ competitiveness, supply chain competence and performance in the sugar sector in South Africa(2021-04) Makhaye, Phumlani Marcus; Hove-Sibanda, Sibanda, ProgressWhile a variety of studies have conducted research on the influence of global sourcing, only limited studies have investigated the supply chain competence, competitiveness of local firms and performance within the South African context. Hence, this study illuminates these themes with the intent of suggesting proactive strategies for the South African sugar industry. Furthermore, this study also attempts to suggest means through which the service delivery could be enhanced within the African continent and beyond, while also attracting, retaining and motivating professional business relationships with potential buyers of South African sugar cane growers and manufacturers of sugar from other countries. This study used a quantitative research approach. It focused on suppliers and manufacturers of sugar in South Africa (KZN), particularly sugar manufacturing firms and their sugarcane suppliers who are affiliated with the South African Sugar Association. A final sample size of 312 participants who were selected through the simple random sampling method was used in this study. A designed questionnaire was used to obtain relevant information from these participants. The primary findings of this study indicated a positive and significant influence of global sourcing on local firm competitiveness, supply chain competence and supply chain performance. The results from the study suggest that sourcing some products globally can make the local sugar manufacturers and cane suppliers to enjoy cost and value competitive advantage, help them to create a competence and improve performance for the entire sugar supply chain. They show that there is possibility to create situations where global sourcing and job loss minimisation/stoppage in local firms of South African sugar industry. These findings have relevance for South Africa and for other African countries within the same industry. The study indicated that, to attain competitiveness on a global scale, while meeting the global sourcing expectation standards, these sugar industries need to advance and sharpen their capacities. Invariably, findings emanating through this research may be beneficial to the South African sugar industry as the study provides recommendations on supply chain as well as its advocacy on measures which can enhance service delivery.Item The influence of human resource development on employee performance and service delivery at a local municipality in the Eastern Cape(2022-04) Nama, Khuselwa; Lourens, Melanie Elizabeth; Daweti, BaphiweThe study examined the influence of human resource development on employee performance and service delivery. Employees who receive valuable training and development have the potential to improve performance and provide quality service delivery. Community demands for essential services from public sector employees seem to have increased over time. To address community demands, municipalities depend on skilled employees to deliver desired performance. Public sector employees require ongoing and relevant development by means of which to supply quality essential services to the public. In South Africa, the development of public sector employees appears neglected which may lead to the inadequate provision of essential services exemplified by clean water. Located in a positivist philosophical lens, the study adopted a quantitative crosssectional research paradigm, using a survey design. The research site for conducting the survey was Mbhashe Local Municipality in the Eastern Cape province of South Africa. Based on a target population of 265 (N=265), a stratified random sample of 155 (n=155) respondents was drawn. Structured questionnaires were used to collect data and 115 questionnaires were returned. Data was analysed using statistical procedures and measurements such as correlation tests and multiple regression analysis. The findings of the study revealed that human resource development had a positive influence on employee performance and service delivery. The study recommends the provision of training and development interventions to capacitate public sector employees. Future studies can probe the awareness of human resource development within the public sector.Item The influence of key risk drivers on the performance of SMMEs in the manufacturing sector in KwaZulu-Natal(2021-12) Zhou, Helper; Gumbo, VictorSmall Medium and Micro Enterprises (SMMEs) have been shown to be key contributors to sustainable socio-economic development, constituting more than 90% of private sector enterprises around the world. Inevitably, many developing countries continue to explore means aimed at enhancing the performance of small enterprises. However, despite the implementation of various interventions the failure rate of SMMEs in South Africa particularly KwaZulu-Natal (KZN) is disturbing, reaching up to 80% in the first year of operation. As such, to contribute to addressing this challenge, the study adopted a novel approach to establishing and modelling manufacturing SMMEs performance drivers. Utilising a unique three-year panel dataset, key risk drivers were established and modelled via R software version 3.6.3. To achieve the study objectives, a series of independent but related papers were carried out and these make up the main chapters of this thesis. The first chapter provided the background to the study. The second chapter explored the characteristics of manufacturing SMMEs based in KZN province. The findings showed the complexity of firm performance, indicating the heterogeneity between rural and urban based SMMEs. The next chapter, harnessing Stochastic theory aimed to establish whether SMMEs’ growth performance followed a random walk. The theoretical model was rejected, thus providing a basis for the claim that firm performance is a function of certain risk drivers. Armed with findings from the previous papers, the investigation of key drivers impacting the sales and growth performance of manufacturing SMMEs ensued. The fourth chapter, harnessing the Penrosian and strategic management theories established key drivers of SMMEs’ performance. The fifth chapter concerningly, revealed that SMME owners in the manufacturing sector are largely not aware of the impact of established drivers on their enterprises’ performance. In the next chapter, a total of five machine learning algorithms were evaluated of which Artificial Neural Network and Support Vector Machines were identified as the best algorithms for SMME sales and growth predictive modelling, respectively. The two algorithms informed the development of a dedicated machine learning application for SMMEs that’s being commercialised through the DUT Technology Transfer and Innovation Directorate.Item Role of integrated artificial intelligence for knowledge creation and decision making for improving firm performance(IEEE, 2022-04-28) Panduro-Ramirez, Jeidy; Khurana, Shopita; Othman, Bestoon; Lourens, Melanie Elizabeth; Ruiz-Salazar, Jenny Maria; Almashaqbeh, Hashem AliThe present research shed light on the decision-making process of businesses based on integrated AI technology. The technology is very helpful in searching and gathering accurate business information which could further be used in the performance improvement of the business. Moreover, the research depicted several applications of AI technology and the percentage of companies that used such technologies in their business for the motive of performance improvement by achieving all their predetermined objectives of the business.Item Monitoring and evaluation and its impact on the performance of the Sizakala Customer Services department employees at eThekwini Municipality(2021) Dlamini, Nonkululeko Nonjabulo; Mabila, Ndiphethe OliveThe need to meet the organization’s objectives, to meet the set targets, to detect problems at an early stage is the reason Monitoring and Evaluation (M&E) should be executed in the organizations. The objectives of this study were to determine the understanding of M&E on the Sizakala Customer Services department employees and its practice in the municipality, to ascertain the impact of M&E on the performance of the employees in the Sizakala department, to determine how M&E contributes to the attainment of the objectives in the department and lastly, to identify challenges and to make recommendations to overcome the challenges facing M&E within the department. The study is demarcated at the Sizakala Customer Care department under the Sizakala Customer Services unit at the eThekwini municipality. The Sizakala department aims to help the community to obtain equal access to the services rendered by the municipality and other spheres of government. The program forms part of the eThekwini Municipality’s Integrated Development Plan (IDP). The program is to show the municipality’s obligation in keeping up with service delivery and an improved quality of life for all eThekwini citizens. There are (35) Sizakala Customer Service centres. The aim of the Sizakala centres is to bring services closer to all residents. Self-administered questionnaires were given to the total number of 41 participants at the Sizakala departments across the North, South, West and Central offices of the eThekwini Municipality, inclusive of Principal clerks and semi-structured interviews were rendered to cumulate data from 2 Monitoring practitioners, 2 Evaluation practitioners and 1 Sizakala manager. Probability sampling was employed in this study and the stratified sampling technique was used to conduct the research. A total of 31 questionnaires were returned from the participants which yielded a response rate of 76%. The Statistical Package for Social Sciences (SPSS) version 22.0 was used to do the quantitative analysis of data and the qualitative data was converted into the Excel spreadsheet to do the analysis. The study unfolded that the greater number of the respondents have an understanding of M&E and the majority are positive that employee M&E findings are fully implemented at Sizakala department. M&E helps employees to improve on their performance at Sizakala department. The study also unfolded that there are obstacles facing M&E at Sizakala department, which includes not having enough funding for M&E at Sizakala department. Subsequently, the Performance Monitoring and Evaluation (PME) unit has not conducted any evaluation for the Sizakala unit and is lacking experienced M&E staff and does not conduct walk-ins to monitor the unit. There is no internal M&E department at Sizakala Customer Services unit. The PME unit is an external unit that is responsible for M&E in the eThekwini municipality collectively. The researcher recommended that the Sizakala department needs to get more funding and resources for the M&E initiatives. The Sizakala department needs to establish its internal M&E department. In conclusion, this study can be seen as a contribution to the M&E philosophy.