Faculty of Management Sciences

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Investigating career pathing and retention of agents at WNS Global Services
(2022) Manjoo, Noorain; Rajlal, Ashnee
This research was carried out to investigate the existence of career pathing linked to staff retention at WNS Global Services. Furthermore, the study aimed to highlight any shortfalls in the current career pathing and staff retention policies and procedures at WNS and subsequently provide recommendations for improvement. The research design adopted a quantitative paradigm. A pre-coded closed-ended questionnaire using a 5-point Likert scale was sent to the sample (234) identified from the target population of 586 call centre staff across the Durban and Port Elizabeth WNS Global sites. Two hundred and four of the 234 sample respondents returned the questionnaire. However, it was discovered that certain respondents failed to answer all of the questions and were therefore omitted from the analysis. In total 198 completed questionnaires were returned which provided a response rate of 85%. The SPSS version 27 of Windows was used to test the variables that formulated the study. There were a number of noteworthy findings as a result of the empirical analysis of data. The descriptive analysis of the quantitative methods was presented using tables and graphs. Factor analysis, correlation analysis and Pearson’s chi-square were utilised to calculate the statistical analysis. Additionally, Kaiser-Meyer-Olkin and Bartlett’s test of sphericity were used to determine the factorability of an inter-correlation matrix. The correlation analysis of the two variables indicated that the correlation between employees taking steps in the near future to look for another job, and the perception that career pathing processes at WNS are effective, was -0.171 (Correlation Analysis 5). This is indicative that ineffective career pathing processes are highly likely to influence an employee’s decision to seek alternate work opportunities. The findings of the study show that some elements of staff retention are practised at WNS Global Services. However, one could conclude that it is not fully implemented in a manner that has maximum impact on staff. Furthermore, career pathing as a concept is not fully established at WNS Global Services. One of the recommendations arising from this study is that career pathing strategies and policies to improve staff retention should be implemented.
Investigating factors that influences employee turnover in the hospitality industry : a case study at Durban Marine Theme Park (Ushaka Marine World)
(2020-04) Nyezi, Nokuthula Thandeka; Viriri, S.
Employee turnover has become an important area of research from both a theoretical and practical standpoint. It is important from a theoretical perspective, in understanding how the underlying causes of turnover can provide insights into how to control the phenomenon. However, from a practical standpoint, learning how to minimize the turnover of skilled employees is crucial in reducing employee replacement costs. A decreasing employee turnover keeps knowledgeable and experienced employees working in the organization. A large portion of the employee turnover problems that we have seen in the recent past can be directly linked to the fact that jobs were plentiful and employees were scarce, considering overall unemployment was at or near a 30-year low. In this study, the researcher reviewed a variety of published literature dealing with employee turnover in general and some more specific to employee turnover in the retail industry. Employees who transfer to other positions within the same organization are not considered in the calculation, as well as those who retired, had their job phased-out or were terminated due to downsizing. Turnover rates for employees can be measured and compared over time and across companies, using what is commonly referred to as the employee turnover index. The main aim of this study is to investigate factors that influence employee turnover and their impact on employee performance at Durban Marine Theme Park. The objectives of the study, to investigate the causes for the high employee turnover in the hospitality industry, examine what are the consequences of the high employee turnover in hospitality industry, determine factors that contribute to employee turnover and propose possible solutions towards the reduction of employee turnover. The research design used in this study will be quantitative study, structured questionnaires. 100 respondents will be selected none randomly, hence the use of non-probability technique. The researcher selected the non-probability sampling design method and purposive sampling for this study to confine to a specific group of people who would able to provide the necessary information. The study can be beneficial in addressing problem of high employee turnover at Durban Marine Theme Park.
Perceptions of nurses about human resource management practices affecting the performance of nurses at King Edward Hospital, eThekwini
(2019-05) Mbhele, Mbali Victoria; Adebayo, Rufus Olufemi
The aim of the study was to explore the perceptions of nurses about human resource management practices affecting the performance of nurses at King Edward Hospital of eThekwini Municipality, Durban, South Africa. Since employees are among the organisation’s most important resources, there is a need to maintain a work environment that satisfies the needs of individual employees and management, to improve employee morale and convey expectations in order to cultivate a motivated and productive workforce. The role of nurses is to assist sick people in hospital by nursing them and helping to restore them to sound health. Additionally, nurses are required to be devoted to their work and display courtesy and empathy as they deal with people who may be affected both physically and emotionally. However, very few of the patients are concerned about the conditions under which the nurses operate, including human resource practices. Human resource practices such as recruitment and selection, training and development, compensation, performance management, and public relations affect the performance of nurses. Data for this study were collected using a quantitative methodology in order to understand the factors that affect nurses and their performances in King Edward Hospital, Durban. Self-administered questionnaires were used for data collection and were formulated based on findings from the literature review. The study recommended that management should work hard to uproot corruption and nepotism in the recruitment and selection process so that ideal applicants are recruited and employed; develop a compensation system that is market related; and other strategies that can lead to the retention of talented employees. Performance appraisal systems need to be transparent, and political or personality differences should not influence the process.
A system dynamics model of the talent pipeline for strategic responsiveness at DUT
(2019-11) Perumal, Manoshni; Bodhanya, Shamim
Continuing concerns about quality issues related to the higher education landscape have given impetus to the urgent need for effective human resources talent management. Guided by this, employee engagement represents important human capital whose performance plays an important predictive role in universities achieving sustained success. Related to this challenge, the current study had the primary aim of identifying the cause and effect of talent variables that influence the different components of talent and strategic outcomes. Through a qualitative multi-approach design, data was collected via a combination of document analysis and semi-structured interviews. Non-probability purposive sampling was used in the selection of participants. Using the Durban University of Technology as the case study, employees from the categories of senior and executive management, middle management and the general employees offered insights into DUT’s challenges with talent management and the impact on the success of a learning organisation. The study’s emergent themes were categorised thematically and the findings articulated. Key areas addressed included conceptions of a learning organisation; the role of policy rigidity in talent management; talent attraction, development and retention; quality teaching and learning as key influences to talent development; sustainability considerations in talent management; policy compliance and its contribution to the development and management of talent within the University. Using the system dynamics methodology, the research offered an in-depth understanding of the complexities inherent in the talent management process. The implication for human resources practice was primarily related to the acknowledgement that the SD approach has far greater application potential than has been acknowledged.
The influence of capacity building on employment equity implementation and employee performance : a case of a private company in the financial industry
(2021-05) Utete, Reward; Chetty, Gopalkrishna
Balancing employment equity with employee performance stands as the prominent pressing challenge facing Human Resources Managers in South Africa. The rise in demand of employment equity appointees and the lack of skills and accommodation amongst these employees hamper employment equity implementation and their performances at the workplace. For this reason, a pool of employees from the designated groups remain stuck at the unskilled and semi-skilled skills levels. Hence, in the South African context and against this background, the purpose of this study was to investigate the influence of capacity building on employment equity implementation and employee performance in the financial industry in South Africa, with Ithala Development Finance Corporation Limited serving as a case study. For the purpose of this study, the mixed methods research design was utilised, adopting concurrent triangulation. The main data collection instrument was the questionnaire, while individual interviews were undertaken on a selective basis with a limited number of respondents. For the quantitative part of this study, the target population equated to 302 employees and a sample size of n=172 was considered appropriate. In respect of the qualitative part of this study, the target population was 10 respondents comprised of line managers and human resource personnel. Eight respondents were selected from this group. Inferential statistics were used in this study to test hypotheses and predictions. The key findings revealed that capacity building is imperative in promoting the implementation of employment equity and improving equity-employee performance. The key findings also indicated that a culture of fairness is crucial in the organisation particularly in terms of opportunities for all employees. The notable key findings from the interviews revealed that employees from designated groups also neglect the available professional development programmes offered by the employer, which indicates that they are also personally not prepared to take up new challenges. Thus, based on the empirical findings in this study, an integrated model was developed which is useful for future organisational plans. The outcomes and recommendations of the study may prove beneficial for future goal-oriented strategies by human resource managers at Ithala Development Finance Corporation Limited and may also prove useful to other companies with similiar organisational settings. The study contributed new insights and builds the knowledge base on how capacity building influences Employment Equity implementation and equity-employee performance. The study concluded that future studies should be conducted with more than one organisation so that the results can be generalised.
Exploring the underlying causes of the volatility of sugarcane productivity on land reform farms in King Cetshwayo District – KwaZulu-Natal
(2021-03) Ndebele, Mbongiseni Cleopas; Mpehle, Zwelibanzi
Land reform or agrarian reform has been a bone of contention in many countries in a quest to deal with skewed ownership of land through a market-led approach or a stateled approach, while in most instances, it had only been able to address the restoration of land to the dispossessed groups, but failed to improve agricultural productivity. It is important to restore agricultural productivity and be able to meet the world’s energy requirements and to feed the population estimated will be over 9 billion people by 2050. Historically, native (black) South Africans were forcefully removed from productive agricultural land under the Natives Land Act of 1913. Post 1994, the South African government launched three pillars of the land reform programme, (land tenure reform, land restitution and land redistribution) and injected funds to equitably restore land back to the rightful owners, and to sustain agricultural productivity, which have become a paradox, as most of the redistributed agricultural land became unproductive and abandoned immediately after being restored to the previously disadvantaged groups. The target population for this mixed-methods research study were the 51 active land reform sugarcane farmers in King Cetshwayo District. A purposive sample of six farmers was selected for semi-structured face-to-face interviews and 41 participated in a survey, while the remainder was excluded from the main study as they took part in a pilot study. Qualitative and quantitative data was collected concurrently with both research instruments given equal attention. Despite the salient effects of climate change on agricultural productivity, the study found that there are some institutional, social and technical aspects that lead to the diminishing sugarcane productivity. Equally so, non-conformance with pieces of legislation such as the Basic Conditions of Employment Act (BCEA) No.75 of 1997 and Occupational Health and Safety Act (OHSA) No.85 of 1993 was found to have contributed immensely to the volatility of sugarcane productivity. The study concluded that compliance with OHSA and the acquiescence with sustainable farming practices outlined in the National Environmental Management Act (NEMA) No. 107 of 1998, which was lacking in most of the farms that took part in the study, could improve sugarcane productivity on land reform farms in King Cetshwayo District.
The impact of training and development on employee performance : a case study of Capitec bank in Durban
(2021-04) Gumede, Msizi; Potwana, N.
Employees are the bloodline and a major asset of any organization. The active role they play towards a company’s success cannot be underestimated as the quality of work produced by the company depends on the quality of its human resources. As a result, it is imperative to equip these unique assets through effective training and development to maximize job performance. Therefore, employee training and development is a major and vital issue facing all organizations, particularly in the banking industry of South Africa because of the shortage of skilled employees. This is largely due to the lack of industry-related skills that graduates lack when entering the working industry. Training and development must thus be relevant and directly linked to desired outcomes. Organizations are facing challenges such as extensive competition, the continuously changing technology, globalization and the ever-changing customer needs which have added more challenges for organizational performance. Hence, in order to meet these challenges, organizations must train and develop their employees. The objectives for the study were to explore the relationship between employee training and development and employee performance; to establish whether there are organization organizational issues that are constraints to employee performance; to establish the effect of training and development on employee performance and to make recommendations on employee training and development to improve employee performance to accomplish these objectives. The study employed a descriptive research design by means of a quantitative research strategy with a positivist philosophy. Data was obtained through a structured questionnaire with a 5-point Likert scale. The target population for this study comprised of all the 204 services consultants of Capitec Bank employed within the City of Durban.This study used the non-probability sampling procedure through purposive/ judgmental sampling method. The research showed that Capitec Bank employees are satisfied with the training they received for them to perform their day- to-day duties. Findings showed that training allowed them to sell better, acquire information and manage change when they needed to. The findings also showed that there were developmental issues that the bank faced as a large portion of the respondents felt that there were unaware of development opportunities within the bank. The study showed that organization organizational issues such as psychological stress also played an impact on the performance of employees. The following recommendations were made for the improvement of Capitec Bank. The bank should implement a development framework that will showcase the different career opportunities that are available within the establishment and steps on how employees can be promoted to these positions. This is a cross-training initiative that will allow employees to acquire skills from different departments is also strongly recommended. The study also recommended that the Capitec Bank Human Resource Department should conduct regular consultations with employees so that the company is kept aware of organizational issues that could constrain employee performance.
Change management leadership and its impact on employees’ resistance to change : case study of selected automobile companies in the Durban Metropolitan Region of KwaZulu-Natal (South Africa)
(2022-04) Chukwuma, Nonye Emmanuella; Govender, L.N.
This study is based on the contention that the world is shifting from an industrial paradigm to a post-industrial paradigm and, as a result, change ought to be managed effectively. The literature reviewed for this study has indicated that there are neither appropriate models to address monumental changes in the automobile industry, nor tools to address resistance to change, due to inadequate leadership skills. Accordingly, the study investigates existing change leadership styles and particularly focuses on the transformational and transactional change leadership styles which also include other leadership styles. The study further explores factors that influence resistance to change: demographic factors; the theoretical components of resistance to change; and communication adequacy. The research study also explores the process of a change management leadership model adapted from related research studies, which is aligned with managing resistance effectively at the selected automobile dealership companies in the Durban Metropolitan Region of KwaZulu-Natal. A sample size of 300 staff members and managers were conveniently considered, comprising 270 staff and 30 managers, in a mixed-method research study. However, only 170 questionnaires were returned, and 28 managers were successfully interviewed, which resulted in an average response rate of 66% (63% for the quantitative study and 93% for the qualitative study). To analyse the data quantitatively, inferential statistics and descriptive statistics were used. The hypothesised model formulated was tested with the structural equation model (SEM). Findings revealed no relationship between transformational leadership and resistance to change. However, there was a relationship between transactional leadership and resistance to change. Qualitative data were analysed using thematic analysis employing the NVIVO software package. Recommendations from the study include the application of the proposed change management leadership model and other intervention strategies mentioned in the study for the improvement of change management in the dealership companies.
How training and development of academic staff impact on employee performance for organisational effectiveness at a selected college in the Eastern Cape Province
(2021-12-03) Mabindisa, Vuyisile; Lourens, Melanie Elizabeth; Lourens, Melanie
This study focused on the importance of training and development and its impact on employee performance and organisational effectiveness. Training and development play a very important role at Ingwe Technical Vocational Education and Training (TVET) College in the Eastern Cape Province. Academic staff training and development is essential for staff’s personal development and organisational effectiveness. Ingwe TVET College has a serious problem regarding the training and development of academic staff. Although the college sent academic staff for training, they did not produce skills that make a significant contribution to the college development. There were numerous complaints from top management and Heads of Department that employee performance at Ingwe TVET College is not up to the required standard. This problem has not been rectified and the same complaints are made when the students’ throughput rate is evaluated. Through training and development, new knowledge, skills and changing attitudes are communicated to employees in order to raise awareness of their current knowledge and skills. The findings of this study will contribute towards improving the training and development of academic staff at Ingwe TVET College. All academic staff working at Ingwe TVET College were targeted to participate in this study. The total population for this study is 360 academic staff. This study used the survey method because the target population was too small. A quantitative research approach was used in this study. The personal method was used to administer the questionnaire to 350 target respondents. To test the validity and reliability of the questions, a pilot study was conducted with 10 academic staff members. The data was analysed by means of the Statistical Package for the Social Sciences (SPSS) version 24.0 for Windows. SPSS was used to analyse the primary data obtained from responses to the questionnaire after data capturing. Various statistical tests were used to test the hypotheses as well. The Cronbach Coefficient Alpha test was used to provide a value for reliability. The results present the descriptive statistics in the form of graphs, cross-tabulations and other Figures for the quantitative data collected. Inferential techniques included the use of correlations and chi-square test values, which are interpreted using the p-values. Findings from the study indicate that for academic staff performance, managers must distribute the resources needed by them in order for them to be able to perform their tasks. The lack of knowledge on what employees were trained on and are expected to implement leads to failure by the supervisor to follow up on learning transfer. Effective organisational development programs also allow for employees to cope with newly developed technology and ensures that adequate human resources are available for expansion into new areas. Employers or service providers should take steps to eliminate obstacles that prevent employee learning or physical barriers that may have impact on employee learning. Top management should ensure that training and development improves employee performance by assessing the type of training provided to employee in order to check if it meets the required standards. Management must also make sure that the training provided is aligned with the required skills by employees and the organisation in order to help employees in performing their tasks. Top Management should send employees on training and development programs that will assist them when they perform their tasks in order to be productive. Avoid sending them to training because is popular but does not a have significant impact on employee productivity.
The evaluation of the effectiveness of job placement administration practice : a case study of the Human Resources Business Unit (HRBU) at Msunduzi Municipality
(2019-11) Vezi, Phumelela Talent; Ngwane, Knowledge Siyabonga Vusamandla
Msunduzi Municipality is located in KwaZulu-Natal, in its second largest city called Pietermaritzburg. The city is the legislative and administrative centre of the province (Statistics South Africa, 2018). Msunduzi Local Municipality was placed under administration in March 2010. The major organisational restructuring processes and placement of employees began in 2004 in the Msunduzi Municipality. The reason was that former employees of the municipality worked for many years without any career development. The placement had more problems such as misappropriation on placement of employees, high workloads, low staff morale and lack of job satisfaction. Through the restructuring and placement process, Msunduzi Municipality intended to recognise the need for satisfying and rewarding careers for employees. Therefore, it became imperative to investigate the effectiveness of administration on job placement in the Human Resources Business Unit of Msunduzi Municipality in order to find and recommend ways of satisfying employees and at the same time enhancing their social and economic advancement. A sample size of 26 participants, 11 females and 15 males out of 350 total employees was chosen for the study as participants. This is because qualitative research employs a small sample size since it involves in-depth interviews of participants which requires more time. This study was be based in Pietermaritzburg, specifically on Human Resources Business Unit (HRBU) of Msunduzi Municipality. The found that the employees at Msunduzi Municipality had different ideas about what job placement is all about and the policies that entails it. It emerged very strongly in the findings that most of the employees perceived the job placement process to be poor and consequently affecting the growth and survival of the organisation.

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