Thesis (MBA (Business Management))--University of Stellenbosch, 2007. / ENGLISH ABSTRACT: The structure of Sanlam Limited is continually changing in order to align with the strategy. The aim of this research report is to determine the effectiveness of the current structure and whether it is aligned with the strategy. The current corporate strategy is to become the leader in wealth creation. This will be done through being a leader in all areas of the financial services industry and not only a provider of life insurance. The strategy is currently supported through a structure consisting of four channels, namely a life insurance cluster, investment cluster, short-term insurance cluster, and independent financial services cluster. An analysis of the life insurance cluster shows that Sanlam is currently struggling in the employee benefits sector of the industry but is a definite force in the individual life sector. In the short-term insurance industry Sanlam is represented through a shareholding in Santam. Analysis shows that Santam is currently the dominant player in this industry and should continue to be so in the future. The investment cluster consists of a number of entities with the biggest being Sanlam Investment Management. They currently have a big share of asset under management in the industry and performances are also improving after corrective measures were taken in 2004. It is difficult to compare the independent financial services cluster with other companies as they are present in so many areas of the financial services industry. Determination of the industry attractiveness has shown that all three focus areas of the clusters are fairly attractive, with the short-term insurance market being the most attractive. Competitive strength analysis indicates that the main players in each of the clusters do have competitive strength in their industry, with Santam once again being the most competitive. The results mentioned in the previous paragraphs definitely indicate that Sanlam is focussing on the correct areas and has the strengths to compete in these areas. The only concern is that growth is slowing down in the main contributor to profits, that is Sanlam Life, and they need to find areas of growth or diversification to address this risk. / AFRIKAANSE OPSOMMING: Die struktuur van Sanlam Beperk is gedurig aan die verander om met die strategie belyn te wees. Die doel van die navorsingsprojek is om te bepaal hoe effektief die strukture is en of dit wel belyn is met die strategie. Die huidige korporatiewe strategie is om die leier te wees in rykdom skepping. Dit kan alleenlik gedoen word deur die leier te wees in alle areas van die finansiele dienste sektor en nie alleenlik 'n verskaffer van lewensversekering nie. Hierdie strategie word tans ondersteun deur 'n struktuur bestaande uit vier kanale, naamlik die lewensversekeringskanaal, beleggingskanaal, korttermynversekeringskanaal, en die onafhanklike finansiele dienste-kanaal. 'n Ontleding van die lewensversekeringskanaal loon dat Sanlam tans sukkel in die werknemersvoordele area van die besigheid maar 'n definitiewe sterk verteenwoordigheid het in die individuele lewens area van die besigheid. In die korttermynversekeringskanaal word Sanlam verteenwoordig deur Santam in wie Sanlam 'n aandeelhouer is. Die analise van die industrie toon dat Santam die dominante leier in die area is en so behoort te bly in die afsienbare toekoms. Die beleggingskanaal bestaan uit 'n hele aantal besighede waarvan Sanlam Beleggingsbestuurders die grootste is. Hulle het tans 'n groot persentasie van die bates onder bestuur in die mark en vertoon ook aansienlik beter na korrektiewe stappe geneem is in 2004. Dit is moeilik om die onafhanklike finansiele dienste-kanaal met mededingers te vergelyk aangesien hulle 'n teenwoordigheid het in baie areas van die finansiele dienste sektor. Bepaling van die industrie aantreklikheidsfaktor het getoon dat al die areas waarop die kanale fokus redelik aantreklik is, met die korttermynversekering die mees aanloklikste. Die analise van die kompeterende sterkte het ook aangetoon dat die grootste eenhede in elke kanaal definitief kompeterend is, met Santam weereens die mees kompeterende. Die resultate uiteengesit in die vorige paragrawe toon aan dat Sanlam op die regte areas fokus en ook 'n sterk teenwoordigheid in die areas het. Die enigste rede tot kommer is die feit dat Sanlam Lewens, wat die grootste bydra lewer tot die groep winste, nie groei toon nie. Daar sal dus planne gemaak moet word om die besigheid te groei.

Thesis (MBA (Business Management))--University of Stellenbosch, 2006. / ENGLISH ABSTRACT: Business strategy provides direction to Sasol Polymers PP and deserves the attention of all levels in the organization. Strategic management can be defined as an explicit guide that allows the organization to specify objectives, formulate plans to achieve these objectives and then allocate resources to execute the plans to achieve the desired outcomes. The business strategy process involves identifying Sasol Polymers PP's business environment, its resources, circumstances within which it operates and its competitive advantages. There is a basic three step process in formulating a business strategy. 1. Determine where Sasol Polymers PP currently stands. 2. Determine where Sasol Polymers PP wants to go. 3. Determine how Sasol Polymers PP will get there. The research report validates not only the importance of business strategy and the essential components of the strategic management process, but also the importance of strategy execution within Sasol Polymers PP. The implication is that managers within Sasol Polymers PP need to achieve synergy between the strategy of the organisation and the people that must execute the strategy. / AFRIKAANSE OPSOMMING: Bedryfstrategie voorsien rigting aan die organisasie en verdien die aandag van alle vlakke in die organisasie. Strategiese bestuur kan beskryf word as 'n eksplisiete gids wat die organisasie toelaat om doeleindes te spesifiseer, planne te formuleer om hierdie doeleindes te bereik en dan bronne aanwys om planne te implementeer om die verlangde uitkomstes te bereik. Die proses behels identifisering van Sasol Polymers PP se besigsheidsomgewing, sy bronne, omstandighede waarin die maatskappy opereer en sy mededingende voordele. Daar is 'n basiese drie stap proses in die formulering van 'n bedryfstrategie. 1. Bepaal waar Sasol Polymers PP nou staan. 2. Bepaal waar Sasol Polymers PP wil wees. 3. Bepaal hoe Sasol Polymers PP daar wil uitkom. Die navorsingsverslag valideer nie net die belangrikheid van bedryfstrategie en die noodsaaklike komponente van die bedryfstrategieproses nie, maar ook die belangrikheid van strategie uitvoering binne Sasol Polymers PP. Die implikasie daarvan is dat bestuurders binne Sasol Polymers PP sinergie tussen die strategie van die maatskappy en die mense wat die strategie moet uitvoer moet bereik.

Thesis (MBA (Business Management))--University of Stellenbsoch, 2006. / ENGLISH ABSTRACT: South Africa's construction industry is emerging from decades of decline into a period of significant growth and opportunity. The industry will need to double its output over the next ten years in order to cope with the infrastructure and housing demands placed on it. The construction industry is also a national asset and South Africa's economic growth depends on the physical infrastructure that is delivered by this industry. This growth trajectory holds out significant opportunity for employment and training to a community that largely suffers from poverty, unemployment and lack of education. This opportunity will only be realised if the role-players in the industry collectively understand and address the challenges of meaningful and sustainable industry growth and efficiency. The study proceeds with a critical look at issues in the construction industry, to identify the industry's inhibiting factors to delivery and to highlight issues contributing to these factors. A SWOT analysis assists in highlighting internal and external characteristics that can be turned into possible solutions. Based on this analysis, action guidelines are identified. Subsequent chapters investigate possible solutions through project management techniques. The first area of research evolves around labour resource management and finds that thoroughly researched resource planning models could provide predictions regarding shortages and performances, and could also assist in the more accurate planning of skills requirements in the design phase of a project. The advantages of multi-skilling can also be beneficial to efforts to overcome current shortages and train a wider base of new entrants. In order to address low production of workers in the industry, morale-boosting investments are suggested that can yield high returns in the form of improved individual performance, higher job-site productivity, as well as cost and time savings to the project. There is strong evidence that a lack of project team integration is a major constraint to its efficient functioning and, inevitably, successful project delivery. Solutions in the next chapter focus on integration strategies to integrate design and construction in a common goal of delivery methods, to streamline workflow and to find synergy in the efforts of team members. The process of benchmarking encourages participation and clear communication of goals and expectations to all project participants. Process mapping assists in understanding how value is added to projects and mapping of business processes identifies how the project meets its customer's requirements. The third section looks at tools and techniques to promote a more economical construction process through improved management initiatives. Lean construction methods are based on traditional manufacturing concepts, but focuses on minimising waste and inventory and streamlining the flow of resources and information. Another technique is the key emphasis on quality assurance and the advancement through all the processes of innovation that needs to be part of an organisation or project strategy. Knowledge management as a further tool and support measure is complex and challenging in the organisational framework of construction projects. Much of the knowledge gained on projects is lost to future projects. All of the project management tools described in this study will benefit greatly from improved knowledge management. The study identifies some applicable tools and techniques that can be implemented to address critical issues of delivery in the construction industry. The continuous effort and commitment required for successful implementation of these measures will ultimately however depend on change agents and management buy-in that goes with organisation renewal. / AFRIKAANSE OPSOMMING: Die konstruksiebedryf in Suid-Afrika beweeg, na dekades van verval, na 'n tydperk van betekenisvolle groei en geleenthede. Die bedryf sal in die volgende tien jaar moet verdubbel om tred te hou met die eise wat gestel gaan word deur die behoefte aan infrastruktuur en behuising. Die konstruksiebedryf is ook 'n nasionale bate en die ekonomiese groei van Suid-Afrika is afhanklik van die fisiese infrastruktuur wat deur die bedryf gelewer word. Hierdie groeitrajek bied betekenisvolle geleenthede vir werkskepping en opleiding aan 'n gemeenskap wat gebuk gaan onder armoede, werkloosheid en gebrek aan onderwys. Hierdie geleenthede sal slegs realiseer as al die rolspelers in die bedryf begryp wat die uitdagings behels en die geleenthede van volgehoue groei en doeltreffendheid aanspreek. Hierdie studie gaan verder met 'n kritiese benadering tot die strydvrae in die konstruksiebedryf en om die beperkende faktore te identifiseer en die aangeleenthede uit te lig. 'n SWOT ontleding is 'n hulpmiddel om die interne en eksterne karaktertrekke, wat tot oplossings kan lei, saam te voeg. Uit hierdie ontleding kan riglyne vir aksie bepaal word en moontlike oplossings in spesifieke areas van navorsing gevind word. Opvolgende hoofstukke sal moontlike oplossings in tegnieke van projekbestuur ondersoek. Die eerste navorsingsgebied ontvou rondom die bestuur van die arbeidsbron. Die bevinding is dat deeglik nagevorsde modelle van beplanning vooruitskattings lewer ten opsigte van leweringstekorte. Dit bring beter beplanning van vaardigheidsbehoeftes in die beplanningsfase van die projek mee. Die voordele van meervoudige vaardighede kan ook voordelig wees in pogings om die huidige tekort te oorbrug en lei 'n breër spektrum van toetreders op. Ten einde die lae produksie van werkers in die industrie aan te spreek, word die uitbou van moraal voorgestel. Dit lewer hoër opbrengste in die vorm van verbeterde individuele prestasie, hoër produktiwiteit in die werkplek, sowel as algehele koste- en tydsbesparings. Daar bestaan sterk aanduidings dat die gebrek aan interpretasie van projekspanne 'n belangrike beperking op die effektiewe werking en die suksesvolle aflewering van 'n projek het. Oplossings in die volgende hoofstuk fokus op die integrasie van strategiee om ontwerp en konstruksie in die gesamentlike mikpunt van leweringsfunksies te integreer, om die werksvloei te verfyn en sinergie in die pogings van spanlede te vind. Die proses van doelstellingsbestuur verhoog deelname. Dit verskaf duidelike mikpunte en lig verwagtinge aan deelnemers uit. Proses-kartering help mee in die proses om waarde toevoeging tot projekte te begryp. Die kartering van sakeprosesse dui aan hoe projekte die behoeftes van kliënte bevredig. Die derde afdeling plaas die blik op tegnieke om tegniese vaardigheid te bevorder deur meer ekonomiese samestelling en verbeterde bestuursinisiatiewe. Skraalkonstruksie ("lean construction") is gegrondves op tradisionele vervaardigingskonsepte. Dit fokus op minimalisering van vermorsing en stroombelyning van voorraadbestuur sowel as die vloei van hulpbronne en inligting. 'n Ander tegniek is die versekering van kwaliteit en vooruitgang deur die genoemde proses van innovering wat deel moet wees van 'n organisasie of projek se strategie. Kennisbestuur is 'n verdere ondersteuningsmeganisme. Dit is kompleks en uitdagend in die organisatoriese raamwerk van konstruksie projekte. Baie kennis, wat deur projekte verwerf word, gaan verlore vir projekte van die toekoms. Alle hulpmiddels vir projekbestuur wat in hierdie studie beskryf word kan aansienlik baat vind deur verbeterde kennisbestuur. Hierdie studie identifiseer sekere hulpmiddels wat toegepas kan word. Dit spreek ook kritieke strydvrae oor lewering in die konstruksiebedryf aan. Die voortdurende inspanning en toewyding benodig vir die suksesvolle aanwending van hierdie maatreëls vereis voortdurende deelname en onderskrywing van die topbestuur van organisasies.

Thesis (MBA (Business Management))--University of Stellenbosch, 1999. / ENGLISH ABSTRACT: Sasol Technology Engineering Division (SED) is part of the Sasol Group of Companies and was formally established in 1983. The organisation's immediate focus was to render technical and project management support to the operating petrochemical units of Sasol 2 and Sasol 3. During the late 1980's and early 1990's various external drivers appeared that necessitated a review and adjustment to Sasol's strategic direction. Sasol decided to unlock the value in raw materials and embarked on an investment program in major chemical production facilities. With this new drive towards implementing large, multi-million Rand, projects, SED had to re-assess its competencies and focus in order to support this new strategic drive of Sasol. During 1995 an extensive management buy-out (MBO) exercise was concluded whereby most of the technical discipline departments were outsourced. The idea was that all modification and operations support projects be handled by the MBO's. This enabled SED to focus on large projects. With the new strategic direction in place SED launched a Balanced Scorecard (BSG) exercise to convert this strategy into specific goals and communicating the strategy to all employees. This exercise led to the development of a document called the SED Strategic Roadmap. This document explained the goals and interventions required for success until 2003. The review and re-visiting of the SED Strategic Roadmap formed the main focus of this study project. A serious concern identified from the outset was that no realised strategy was drafted before the strategic intent was formalised. Therefore, in order to review the SED Strategic Roadmap a study was done on the realised organisational situation of SED by means of the results of various organisational studies done by consultants. With a realised situation formalised the development and contents of the SED Strategic Roadmap were explained. Following this explanation a broad literature review was conducted to grasp the latest thinking around the management science of strategy. With the realised strategy and theory as background the mere reason for SED's existence was unravelled. A very important finding was that SED should rather focus on improving its operational effectiveness instead of formalising a strategy. SED remains a supporting division that should underline and align itself with the strategic needs of Sasol. For reviewing purposes a "new" set of goals was identified that is closer linked with the purpose of SED. An intervention was allocated to each "new" goal to ensure focused implementation of every "new" goal. A proposal was tabled to conduct and implement the interventions in terms of project-based management, meaning that all interventions are handled as projects with budgets, time spans and specified outcomes. The listed "new" goals serve as an alternative to those in the SED Strategic Roadmap. The "new" goals support the vision of SED and provide the opportunity to excel in improving its operational effectiveness. / AFRIKAANSE OPSOMMING: Sasol Tegnologie Ingenieursdivisie (SED) is deel van die Sasol Groep van Maatskappye en het formeel tot stand gekom in 1983. Die organisasie se onmiddelike fokus was om tegniese- en projekbestuursondersteuning te gee aan die petrochemiese bedryfseenhede van Sasol 2 en Sasol 3. Gedurende die laat 1980's en vroeë 1990's het verskeie eksterne besigheidsdrywers na vore getree wat Sasol genoodsaak het om sy strategiese rigting te hersien en aan te pas. Dit het Sasol tot die besluit gebring om die waarde in rou materiaal te onsluit deur 'n investeringsprogram te loods vir die oprigting van verskeie groot chemiese produksie fasiliteite. Met hierdie nuwe dryf na die implementering van groot, multi-miljoen Rand projekte was SED genoodsaak om bevoegdhede en fokus te hersien om daardeur ondersteuning te gee aan die nuwe strategiese rigting van Sasol. Gedurende 1995 is 'n uitgebreide bestuursuitkoop (MBO) aksie geloods waartydens meeste van die tegniese dissipline departemente uitgekontrakteur is. Die gedagte was dat alle klein modifiserings- en bedryfsondersteuningsprojekte deur die MBOs hanteer moes word. Hierdeur kon SED fokus op groot projekte. Met die nuwe strategiese rigting uitgestippel het SED voortgegaan en 'n "balanced scorecard" (BSG) oefening geloods waardeer die strategiese oogmerke omgesit is in spesifieke doelwitte en na die res van die werknemers gekommunikeer is. Hierdie oefening het gelei tot die ontwikkeling van die SED Strategiese Padkaart dokument. Die dokument beskryf die doelwitte en intervensies benodig vir operasionele sukses tot en met die jaar 2003. Die hersiening en heroorweging van die SED Strategiese Padkaart vorm die fokus van hierdie studieprojek. Vanuit die staanspoor is 'n ernstige bekommernis uitgelig deurdat geen analise gedoen is van die gerealiseerde strategie voordat die strategiese intensie geformaliseer is nie. Derhalwe was dit nodig om eers 'n studie te doen waardeer die huidige, gerealiseerde strategie beskryf kon word. Hierdie studie was gedoen na gelang van die resultate van verskeie organisasiestudies wat deur konsultante uitgevoer is. Met 'n gerealiseerde situasie geformuleer is die inhoud van die SED Strategiese Padkaart verduidelik. Die verduideliking is gevolg met 'n bree literatuuroorsig rakende die wetenskap van strategiese bestuur en die nuutste denke rondom die onderwerp. Met die gerealiseerde strategie en literatuurstudie as agtergrond is die werklike rede vir die bestaan van SED opnuut ondersoek. 'n Belangrike gevolgtrekking wat gemaak kon word is dat SED liewers moet fokus op die verbetering van die organisasie se operasionele effektiwiteit in plaas van die formalisering van 'n strategie. SED bly 'n ondersteuningsdivisie en behoort gerig te wees tot die strategiese behoeftes van Sasol. Vir hersienings doeleindes is 'n "nuwe" stel doelwitte geidentifiseer wat nouer bande het met die rede vir SED se bestaan. 'n Intervensie was toegedeel aan elke "nuwe" doelwit om sodoende gefokusde implementering van elke "nuwe" doelwit te verseker. 'n Voorstel is gemaak om alle intervensies te implementeer in terme van projek-gebaseerde-bestuur. Hierdeur word verwys na die hantering van intervensies as projekte met begrotings, tydskedules en spesifieke verwagte resultate. Die gelyste "nuwe" doelwitte dien as alternatief tot die doelwitte soos beskryf in die SED Strategiese Padkaart. Die "nuwe" doelwitte ondersteun die visie van SED en verskaf die geleentheid om die verbetering van die operasionele effektiwiteit te versnel.

Thesis (MBA (Business Management))--University of Stellenbosch, 2007. / ENGLISH ABSTRACT: The contact centre industry is a relatively new concept that hit the business world in this millennium. Many companies, realising the lower cost of operations through the use of a contact centre embraced this and made it part of their business strategy. Faced with a higher level of expectations from customers, the current set-up of Telecom Namibia's call centre as it is now called, needs to undergo a major shape-up in providing services beyond the traditional inbound services to its own customers. Like all other industries and businesses, the establishment of call centres can be attributed to technological advances in integrated telephone computer technology, the convenience factor for consumers, and substantial cost reductions achieved by telephone service delivery in contrast to face-to-face contact. This change is manifested by the fact that virtually every business worldwide has a home website with a "Contact Us" option, online services and various other means of providing client services beside the normal phone call service. This is why the name call centre as it is commonly called has now been changed to contact centre. Most companies invest heavily in the call centre with the expectation that the investment will result in higher productivity and efficiency. However, customer satisfaction with call centre service is "notoriously" low. This can be attributed to the fact that in most instances, customers' queries, especially on the online "Contact Us" option, get lost or are left unanswered. Establishing a contact centre requires not only financial and technological resources but most importantly, human resources. This can be an expensive proposition for most businesses, especially for small to medium enterprises. The rapid growth of call centres due to the higher expectation for efficient delivery of services comes at a cost which most companies cannot afford. This from a strategic standpoint provides a window of opportunity for Telecom Namibia to expand its business by providing contact centre service to businesses in Namibia and in the distant future to the rest of Africa. In order to achieve this however, it needs to develop a strategic blueprint that would serve as a guideline in implementing best known practices for an efficient contact centre. The blueprint should address amongst others: • Organisational structure • Human capacity and workforce management • Technology and support systems • Business processes • Marketing and sales • Financial implications This in effect involves analysing the value chain that would lead to a competitive advantage over rivals in the contact centre industry. Recommendation: The report aims to provide an analysis of what the company needs to do in order to prepare itself for the challenges that will lie ahead in extending this service to other companies and the challenges it will face from competitors providing the same service throughout the world. It is recommended that Telecom Namibia should reposition itself by expanding its business to the contact centre industry which should aim to achieve the following goals: • To meet customers' higher level of expectations of efficiency. • To uplift Telecom Namibia's contact centre to be one of the best in the world. • To meet the organisation's vision of being the provider of telecommunications services of world class standards. / AFRIKAANSE OPSOMMING: Die kontaksentrum nywerheid is 'n relatiewe nuwe begrip wat die sakewêreld in die millennium getref het. Met die besef dat die gebruik van 'n kontaksentrum die koste verbonde aan operasies aansienlik kan verlaag het baie maatskappye hierdie idee aanvaar en dit deel gemaak van hulle sakestrategie. Namate kliënte hoër verwagtinge begin openbaar, sal Telecom Namibia se huidge kontaksentrum, oftewel sy inbelsentrum soos dit nou bekendstaan, 'n grootskeepse reorganisasie moet ondergaan ten opsigte van die verskaffing van dienste buiten die tradisionele inkomende dienste aan sy eie kliënte. Soos alle ander nywerhede en sakeondernemings kan die daarstelling van inbelsentrums toegeskryf word aan tegnologiese vooruitgang ten opsigte van geintegreerde telefoonrekenaartegnologie, die gerieflikheidsfaktor vir verbruikers en aansienlike kostebesparings wat behaal word deur telefoondiensverskaffing in teenstelling met kontak van aangesig tot aangesig. Hierdie verandering word bewys deur die feit dat bykans elke sakeonderneming ter wêreld oor 'n webtuiste beskik wat 'n "Kontak ons" opsie, aanlyn dienste en verskeie ander opsies bied, afgesien van die normale telefoondiens. Daarom is die naam inbelsentrum, soos dit algemeen bekendstaan, nou verander na kontaksentrum. Die meeste maatskappye belê op groot skaal in die inbelsentrum met die verwagting dat die belegging sal uitloop op hoër produktiwiteit en doeltreffendheid. Kliëntebevrediging ten opsigte van die diens gelewer deur inbelsentrums is egter baie laag, so min as 54 persent. Dit kan toegeskryf word aan die feit dat kliënte se navrae, veral deur die aanlyn "kontak ons" opsie, in die meeste gevalle verlore gaan of onbeantwoord bly. Om 'n kontaksentrum te vestig verg nie slegs finansiële en tegnologiese hulpbronne nie maar ook menslike hulpbronne, wat waarskynlik die heel belangrikste is. Dit kan 'n duur opsie wees vir die meeste sakeondernemings, veral vir middelslag en klein besighede. Die vinnige groei van inbelsentrums as gevolg van die hoër verwagtings ten opsigte van doeltreffende lewering van dienste verg 'n prys wat die meeste maatskappye nie kan betaal nie. Gesien uit 'n strategiese oogpunt verskaf dit vir Telecom Namibia 'n geleentheid om sy besigheid uit te brei deur kontaksentrumdienste te lewer aan sakeondernemings in Namibie en in die verre toekoms aan die res van Afrika. Om egter hierdie doelwit te bereik moet 'n strategiese bloudruk ontwikkel word wat sal dien as 'n riglyn om die beste bekende praktyke te implimenteer vir 'n doeltreffende kontaksentrum. Die bloudruk behoort onder meer die volgende aan te spreek: • Organisatoriese struktuur • Menslike kapasiteit en personeelbestuur • Tegnologie en ondersteuningstelsels • Sakeprossesse • Bemarking en verkope • Finansiele implikasies Dit sal, uit die aard van die saak, beteken dat die waardeketting ontleed moet word wat sal lei tot 'n kompeterende voordeel oor mededingers in die kontaksentrumnywerheid. Aanbeveling: Hierdie verslag is daarop gemik om 'n ontleding te verskaf van wat die maatskappy moet doen ten einde hom self voor te berei vir die uitdagings wat sal voorlê ten opsigte van die uitbreiding van hierdie diens na ander maatskappye en die uitdagings wat dit te bowe sal moet kom van mededingers wat dieselfde dienste dwarsoor die wêreld bied. Daar word aanbeveel dat Telecom Namibia homself moet herposisioneer deur sy besigheid uit te brei na die kontaksentrumnywerheid wat die volgende doelwitte moet nastreef: • Om kliënte se hoër vlakke van verwagting ten opsigte van doeltreffendheid te bevredig. • Om Telecom Namibia se kontaksentrum te verhef tot een van die beste ter wereld. • Om die organisasie se visie te verwenslik om die verskaffer van telekommunikasiedienste met standaarde van wêreldgehalte te wees.

Thesis (MBA (Business Management))--University of Stellenbosch, 2009. / ENGLISH ABSTRACT: "Treat people as if they were what they ought to be, and you help them to become what they are capable of being" - Goethe as quoted in Melum (2002). The science of leadership is an area that changes over time as organisations and individuals change, grow and develop. The more complex the nature of leadership, the more difficult and challenging the identification of leadership potential and the subsequent development of leaders. The global environment further places its own demands on leadership requirements and the development of global competencies. Powerful and sophisticated talent management strategies and performance management initiatives have become extremely important in the competitive global talent market. To effectively integrate talent management into organisational strategy, line managers should embrace a talent mindset. Talent management should follow organisational values and should furthermore be supported by the desire of individuals in the organisation to embrace such values. In order to effectively execute talent management, organisations should clearly define their leadership requirements and the roles in which they require leadership accountability. The difference between managers and leaders should be clear in terms of the organisation's requirements and organisations must ensure that the basic conditions for leadership, according to Jaques & Clement (1991 : 47) are in place: • "A person must have the necessary competence to carry the role, including strongly valuing it. • A person must be free from any severely debilitating psychological characteristics that interfere with interpersonal characteristics. • Organisational conditions - structure and leadership practices - must be requisite. • Each person must be encouraged to use his own natural style". The most critical requirement for effective leadership is that the person who executes the leadership should value giving the leadership. Leadership, or talent development should aim at developing the leadership skills defined by the organisation. This development takes time and dedication. In order to ensure that the time and dedication spent on talent development is rewarded, the identification of such talent should be very well executed. Various definitions of talent exist and a number of factors, i.e. skills, knowledge, cognitive ability, potential, value systems and work preferences are considered in defining talent. Previous performance, future potential and individual aspiration should also be considered. Talent is mostly made up of a combination of abilities, individual motivation and opportunities offered. The definition of talent management is also very complex and is indicative of how the organisation sees talent management. Talent is normally managed and developed through talent pools and an alignment between competency models, performance objectives and people characteristics is used to fill talent pools. Effective and disciplined talent reviews should take place regularly to determine the progress made and whether individuals should still be included in the talent pool or not. The influences in the organisational environment calls for the understanding of human capability to manage complexity and knowledge of work levels in order to effectively execute talent pool management. Leadership development programmes should include the challenges and context of leadership, as well as the development of individual characteristics. A company cannot grow leaders unless an accurate development target is identified. The selection of this development target should be effective and only a few programmes could be identified that effectively support the identification of talent. Most companies use the competency approach, which has significant advantages, but also a number of disadvantages. These models are discussed in the research report. Talent management however does not terminate with the mere identification of potential and the intent to develop identified individuals. Leadership development places its own demands on organisations and the number of interventions that are required to effectively develop leadership talent. The efforts and resources awarded to talent development should however enhance organisational performance and the fact that organisations choose to ignore or discard the need for talent management could have detrimental effects on their sustainability. / AFRIKAANSE OPSOMMING: "Treat people as if they were what they ought to be, and you help them to become what they are capable of being" - Goethe as quoted in Melum (2002). Die wetenskap van leierskap is 'n veld wat gedurig verander soos organisasies en individue verander, groei en ontwikkel. Hoe meer kompleks die aard van die leierskap, hoe moeiliker en meer uitdagend is die identifisering van leierskapspotensiaal en die gevolglike ontwikkeling daarvan. Die internasionale omgewing plaas verdere eise op leierskapsbehoeftes en die ontwikkeling van globale bevoegdhede. Kragtige en gesofistikeerde talentbestuursstrategieë en prestasiebestuurinisiatiewe het uiters belangrik geraak in die kompeterende internasionale omgewing. Lynbestuur moet 'n talentbestuursingesteldheid ontwikkel ten einde talentbestuur effektief in organisasie-strategie te integreer. Talentbestuur moet noodwendig die waardes van die organisasie ondersteun en volg en moet ondersteun word deur die begeerte van individue in die organisasie om die waardes uit te leef. Ten einde talentbestuur effektief uit te voer, moet organisasies hulle leierskapsvereistes en die rolle waarin hulle leierskapsaanspreeklikheid vereis duidelik definieer. Die verskil tussen bestuurders en leiers moet ook duidelik wees met betrekking tot die organisasievereistes en daar moet verseker word dat die basiese vereistes vir leierskap soos geidentifiseer deur Jaques en Clement (1991 : 47) in plek is: • Persoon moet die nodige bevoegdhede hê om die rol op te neem en dit ook dienooreenkomstig waardeer. • 'n Persoon moet nie enige ernstige verswakkende sielkundige eienskappe hê wat indruis teen interpersoonlike eienskappe nie. • Organisatoriese toestande - struktuur en leierskapspraktyke - moet in plek wees. • Elke persoon moet aangemoedig word om sy eie natuurlike styl toe te pas". Die mees kritieke vereiste vir effektiewe leierskap is dat die persoon wat dit uitoefen, 'n waardering daarvoor moet hê. Leierskaps- of talentontwikkeling moet gemik wees op die ontwikkeling van leiereienskappe soos gedefinieer deur die organisasie. Diesulke ontwikkeling neem tyd en toewyding. Ten einde te verseker dat die tyd en toewyding wat aan leierskapsontwikkeling spandeer word die toepaslike opbrengs lewer, moet die identifisering van diesulke talent baie goed uitgevoer word. Verskeie definisies van talent bestaan en 'n aantal faktore soos vaardighede, kennis, kognitiewe vermoëns, potensiaal, waardestelsels en werksvoorkeure moet oorweeg word in die identifisering van talent. Vorige prestasie, toekomstige potensiaal en individuele aspirasies moet ook in ag geneem word. Talent bestaan hoofsaaklik uit 'n kombinasie van vaardighede, individuele motivering en geleenthede. Die definisie van talentbestuur is ook baie kompleks en is 'n aanduiding van hoe talentbestuur deur die organisasie beskou word. Talent word normaalweg bestuur en ontwikkel deur talentmassas en 'n groepering van bekwaamheidsmodelle, prestasiedoelwitte en menslike eienskappe word gebruik om diesulke talentmassas saam te stel. Effektiewe en gedissiplineerde talentoorsigte moet gereeld plaasvind om die vordering te monitor en te bepaal of individue steeds ingesluit moet word in die talent-massa , al dan nie. Die invloede van die organisatoriese omgewing vra ook vir 'n goeie begrip van menslike aanleg om kompleksiteit te hanteer en 'n kennis van die vlakke van werk ten einde effektiewe talentbestuur daar te stel. Leierskapsontwikkelings-programme moet die uitdagings en konteks van leierskap, sowel as die ontwikkeling van individuele eienskappe insluit. 'n Organisasie kan nie leiers ontwikkel alvorens 'n spesifieke ontwikkelingsdoelwit geidentifiseer is nie. Die keuse van hierdie ontwikkelingsdoelwit moet effektief wees en slegs 'n paar programme kon geidentifiseer word wat die identifisering van talent effektief ondersteun. Meeste organisasies gebruik die bevoegdheidsbenadering, wat verskeie voordele, maar ook aansienlike nadele het. Hierdie programme en modelle word in die navorsingsverslag bespreek. Talentbestuur eindig egter nie met die identifikasie van potensiaal en die voorneme om geidentifiseerde individue te ontwikkel nie. Leierskapsontwikkeling plaas sy eie vereistes en druk op organisasies en die aantal intervensies wat vereis word om leierskap effektief te ontwikkel. Die moeite en hulpbronne wat aan talentontwikkeling toegesê word, behoort organisasie-prestasie te verbeter en die feit dat organisasies kies om die nodigheid van talentbestuur te ontken kan 'n nadelige uitwerking op toekomstige volhoubaarheid het.

Thesis (MBA (Business Management))--Stellenbosch University, 2008. / ENGLISH ABSTRACT: Manufacturers can gain a competitive advantage through lower production cost, better quality, better efficiencies and being more flexible and dependable than its competitors. Lower production cost can be a result of first-time-right quality products and efficient production processes in terms of throughput. Low production cost is not a destination but a journey where the goalpost will always move as competitors will continuously come up with ideas to lower prices and margins have to be cut in order to stay competitive. This is where manufacturers must come up with initiatives to continuously drive its operational metrics to remain competitive. This research report will explain how Distell's biggest bottling plant, Green Park, successfully introduced Process Control to increase its quality operational metric and a Six Sigma project to reduce downtime to increase its efficiency operational metric to drive its operational costs down. Process Control was introduced as a TOM initiative with a subsequent reduction in rework due to poor quality (thousands) from R1 585 to R484. This contributed to 'first-time-right' production, better efficiencies and not tying up valuable production time with reworks. The Six Sigma principles were used on a production line to introduce initiatives to reduce changeovers and unplanned downtime to improve its GEE. This initiative has a projected benefit of R687 (thousands). The report also indicated that a 1% increase in Green Park's overall GEE will result in 1% saving of production hours resulting in a 1% saving of variable cost. This will result in an OEE of 63% that will save 226 hours and R410(thousands). / AFRIKAANSE OPSOMMING: Vervaardigers kan 'n kompeterende voorsprong verkry deur laer produksiekoste, beter gehalte en groter doeltreffendheid te bewerkstellig en deur meer buigbaar en betroubaar as hul teestanders te wees. Goeie gehalte produkte wat die eerste keer reg is en doeltreffende produksieprosesse vir verwerkingskapasiteit kan laer produksiekoste tot gevolg het. Lae produksiekoste is nie 'n bestemming nie, maar 'n reis waartydens die doelpale sal skuif met teestanders wat deurgaans met idees om pryse te verjaag, vorendag sal kom. Winsgrense sal moet verklein word om kompeterend te bly. Hier moet vervaardigers inisiatief aan die dag lê om hul operasionele meetbares te dryf om kompeterend te bly. Hierdie navorsingsverslag sal verduidelik hoe Distell se grootste botterings aanleg, Green Park, prosesbeheer (Process Control) suksesvol in werking gestel het om sy meetbares wat operasionele gehalte betref, te verhoog, en 'n Six Sigma-projek ingestel het om staantyd te verminder sodat sy meetbares wat operasionele doeltreffendheid betref, kan verhoog en sy operasionele koste sodoende besnoei word. Prosesbeheer is as algehele gehaltebestuursinisiatief ingestel met 'n gevolglike vermindering van herverwerking weens swak gehalte (duisende) van R1 585 na R484. Dit het bygedra tot groter doeltreffendheid met produksie wat uit die staanspoor reg is, en verhoed dat kosbare produksietyd op herverwerking gespandeer word. Die Six Sigma-beginsels is in 'n produksielyn gebruik om inisiatiewe in werking te stel om oorskakelings en onbeplande staantyd ter verbetering van die algehele toerustingsdoeltreffendheid (OEE), te verminder. Hierdie inisiatief hou 'n geprojekteerde voordeel van R687 (duisende) in. Die verslag dui verder aan dat 'n 1%-verhoging in Green Park se algehele OEE sal lei tot 'n 1% besparing in produksie-ure, wat 'n 1% besparing op veranderlike koste tot gevolg het. Dit sal tot 'n OEE van 63% lei, wat 226 uur en R410 (duisende) sal spaar.

Thesis (MBA (Business Management))--Stellenbosch University, 2008. / ENGLISH ABSTRACT: Because Knowledge Management (KM) is seen as the process of formalizing activities relating to the creation and sharing of knowledge in an organization, it is often seen as a hindrance to innovation. Innovation is perceived as the domain of free-thinkers, who are not tied down by formal processes and paperwork, but who allow their imagination to roam free and can conceptualize exciting new ideas. Because of this, organizations which have a very formal KM system often argue that they cannot be innovative, while those organizations which see themselves as innovative are afraid to introduce a KM system, because they are afraid that they will lose some of their freedom. In reality, this view is not strictly correct. While a KM system does require some processes to be formalized, it does not necessarily have to mean the end of innovation. In fact, it can assist innovation in a number of ways. By making knowledge available to a larger part of the organization, more employees are empowered to become innovative. KM systems do this by making knowledge regarding processes, procedures, and products available to employees. In addition, KM systems can assist in ensuring collaboration between various employees in an organization, as well as between employees of different organizations. When these diverse people combine their knowledge, innovation can occur more easily than when a single individual attempts to innovate. KM Systems can also assist innovation by putting knowledge-seekers in contact with the relevant holders of knowledge. When new innovations are first brought into a company, a proper KM system can assist with the dissemination of information regarding these innovations. In this way innovations are easily and quickly diffused in a company. The construction industry is typically a projects-based environment, where teams are created and disbanded on a continuous basis. Because of this project-orientated nature, a lot of innovation takes place because project teams are forever faced with new challenges. At the same time, the fact that teams are seldom maintained after the completion of a project, makes the use of a good KM system all the more relevant, to ensure that knowledge and learning is made available throughout the organization. The construction industry is also very fragmented and, in order to ensure collaboration between various role players, a good KM system should enable employees from different companies to work together across company borders. The role of management in ensuring the success of KM and innovation is vital. Management needs to be seen as providing the thrust for using the KM system, as well as for being innovative and ensuring that the organisation remains open to learning and new ideas. For innovations and KM to be effective in the construction industry, there are a number of prerequisites, not least of which is the culture of the organisation, which should be one of innovation, learning and openness to new ideas. / AFRIKAANSE OPSOMMING: Omdat Kennisbestuur (KB) gesien word as die proses van formalisering van aktiwiteite wat te doen het met die skep en deel van kennis in 'n organisasie, word dit dikwels gesien as 'n klip in die pad van innovasie. Innovasie word gesien as die area van vrye denkers, wat nie teruggehou word deur formele prosesse en papierwerk nie, maar wat hulle verbeelding vrye teuels gee en wat opwindende nuwe idees kan uitdink. As gevolg hiervan dink organisasies wat 'n baie formele KB stelsel het dikwels dat hulle nie kan innoveer nie, terwyl die organisasies wat hulleself sien as innoverend, dikwels versigtig is om 'n KB stelsel te implimenteer, omdat hulle bang is dat hulle 'n deel van hulle vryheid sal verloor. In werklikheid is dit nie reg nie. Terwyl 'n KB stelsel vereis dat sommige prosesse geformaliseer word, beteken dit nie noodwendig die einde van innovasie nie. Trouens, dit kan innovasie aanmoedig op verskeie maniere. Deur kennis meer beskikbaar te maak aan 'n groter deel van die organisasie, word meer werknemers in staat gestel om innoverend te wees. KB stelsels doen dit deur kennis aangaande prosesse, prosedures en produkte toeganklik te maak vir werknemers. KB stelsels kan ook help om samewerking te verseker, beide tussen werknemers van dieselfde organisasie en werknemers van verskillende organisasies. Wanneer die diverse mense hulle kennis saamvoeg, geskied innovasie makliker as wanneer een individu probeer om te innoveer. KB stelsels kan ook innovasie aanhelp deur die kennis soekers in verbinding te stel met die relevante houers van kennis. Wanneer nuwe innovasie die eerste keer in 'n maatskappy inkom, kan 'n ordentlike KB stelsel help met die verspreiding van die kennis aangaande die innovasie. Op die manier word innovasies maklik en vinnig opgeneem in 'n organisasie. Die konstruksie industrie is tipies 'n projek gebaseerde omgewing, waar spanne geskep en ontknoop word op 'n voortdurende basis. As gevolg van die projekgeorienteerdheid, gebeur 'n klomp innovasie, omdat projek spanne heeltyd nuwe uitdagings moet oorkom. Terselfdertyd maak die feit dat spanne selde bymekaar bly na afloop van 'n projek, die gebruik van 'n goeie KB stelsel nog meer relevant, om te verseker dat kennis en leer deur die organisasie beskikbaar is. Die konstruksie industrie is ook baie gefragmenteer, en om samewerking tussen die onderskeie rolspelers te verseker, behoort 'n goeie KB stelsel werknemers van verskillende maatskappye in staat te stel om saam te werk. Die rol van bestuur om te verseker dat KB en innovasie 'n sukses is, is uiters belangrik. Bestuur moet gesien word as toegewyd aan die gebruik van die KB stelsel, sowel as aan innovasie en om seker te maak dat die organisasie ontvanklik bly vir leer en nuwe idees. Vir innovasie en KB om effektief te wees in die konstruksie industrie, is daar 'n aantal voorvereistes, waarvan die kultuur van die organisasie een is. Die kultuur behoort een van innovasie, leer en openheid vir nuwe idees te wees.

Thesis (MBA (Business Management))--University of Stellenbosch, 2009. / ENGLISH ABSTRACT: Customers procure solutions and services to streamline and improve their business functions. For services to be viable to a customer, it is required that the service provide more value to their business than the actual cost of procuring the service. This report aims to understand what the value is that the customers place in the services they require. From this understanding, a framework is produced that drives value in delivering site-based support services. The framework is built on four objectives that will deliver value to the customer. The objectives of a service are as follows: to be customer focused, to have effective resource management, to be proactive in nature and to be sustainable over the life of the service. The framework also defines a set of processes that conforms to, and drives the stated objectives. Although there are many such frameworks in existence, their focus is general in nature. This report will focus specifically on the delivery of site-based support services for automation solutions in a manufacturing industry. Site-based support services are expensive in nature because the solution provider provides dedicated and knowledge specific resources to customers. For this reason, the value expected by a customer is much higher than other forms of support services. This problem is investigated and a framework is produced through research of established Service Management frameworks. / AFRIKAANSE OPSOMMING: Kliente bekom oplossings en dienste om hul besigheidsfunksies te stroomlyn en te verbeter. Vir dienste om aantreklik vir 'n klient te wees, word dit vereis dat die voorsiende diens meer waarde tot hul besigheid toevoeg as wat die koste van die diens is. Hierdie verslag mik om te verstaan wat die waarde is wat kliente heg aan die dienste wat hulle vereis. 'n Raamwerk word gebou wat waarde toevoeg in op-perseel gelewerde dienste. Die raamwerk is gegrond op vier doelwitte wat vir kliente waarde lewer. Die doelwitte van 'n diens is om gefokus op die klient te wees, om hulpbronne effektief te kan hanteer, om proaktief van natuur te wees en om ondersteunbaar oor die lewe van die dienste wees. Die raamwerk beskryf 'n stel prosesse wat by diens doelwitte pas en die doelwitte dryf. Alhoewel daar baie ooreenstemmende raamwerke in bestaan is, is die fokus van die bestaande raamwerke algemeen van natuur. Hierdie verslag ondersoek spesifiek die lewering van op-perseel diens ondersteuning vir geoutomatiseerde oplossings in 'n vervaardigings nywerheid. Op-perseel gelewerde ondersteuningsdienste is duur van natuur omdat die diensverskaffer kliente voorsien van toegewyde, kennisryke hulpbronne. Om hierdie rede, vereis die klient meer waarde van op-perseel gelewerde dienste, as van ander diens forums. Deur navorsing van bekende diens besturings raamwerke is 'n nuwe raamwerk gebou wat fokus op die lewering van op-perseel dienste.

Thesis (MBA (Business Management))--University of Stellenbosch, 2009. / ENGLISH ABSTRACT: Tobin's q value is widely used by financial analysts as a performance indicator ratio. The market value of a firm over the replacement cost of fixed assets and inventory serves as an indication of whether value is created by investing internally in the firm, or whether value is destroyed by investing in negative net present value projects. Where Tobin's q is greater than one (q > 1), the market value of the firm is greater than what it would cost to replace fixed assets and inventory. Therefore value is created. Firms that have a Tobin's q value of less than one are advised to pay dividends rather than invest in negative net present value projects. Over 200 different methods exist of calculating Tobin's q. By increasing the complexity of the algorithm to determine q, very little is achieved to improve the measurement quality. A strong link exists between excess market returns, free cash flow spending announcements and Tobin's q value for the firm. Firms with a high Tobin's q value should ensure that good investment possibilities are pursued. The use of internal funds to fund new investment is viewed in a positive light by the market and above average returns are generated. Firms with a high Tobin's q value and high free cash flow show lower returns. These lower returns happen as a result of the market recognising the firm's failure to capitalise on favourable internal investment opportunities. / AFRIKAANSE OPSOMMING: Tobin se q-waarde word wyd gebruik as prestasie aanwyser deur finansiele ontleders. Die markwaarde van 'n firma gedeel deur die vervangingskoste van vaste bates en voorraad, dien as 'n maatstaf om aan te dui of waarde geskep word deur intern in die firma te belê en of waarde vernietig word deur in projekte met 'n negatiewe netto teenswoordige waarde te belê. Waar Tobin se q-waarde groter is as een (q > 1) is die markwaarde van die firma groter as wat dit sal wees om die vaste bates en voorraad te vervang. Sodoende word waarde geskep. Firmas met 'n q-waarde van minder as een word aanbeveel om eeeder dividende uit te betaal as om die beskikbare fondse in projekte met 'n negatiewe netto teenswoordige waarde te investeer. Meer as 200 verskillende metodes bestaan om Tobin se q-waarde te bereken. Deur die kompleksiteit van die algoritme te vergroot om q te bereken, dra min by tot groter akkuraatheid van die meting. 'n Sterk verband bestaan tussen bo-gemiddelde markopbrengste, aankondigings oor die besteding van vrye kontantvloei en die Tobin q-waarde van die firma. Firmas met 'n hoë Tobin q-waarde moet verseker dat goeie investeringsgeleenthede aangegryp word. Die gebruik van interne fondse om nuwe investering te finansier word deur die mark in 'n positiewe lig beskou en bogemiddelde opbrengste word gelewer. Firmas met 'n hoë Tobin q-waarde en hoë vrye kontantvloei toon laer opbrengste. Hierdie laer opbrengste is as gevolg van die mark wat besef dat die firma nalaat om gunstige interne investeringsgeleenthede te gebruik.