The objective of this study was to examine the role that customer loyalty and employee enthusiasm can play as a strategic objective to increase sales at MB Silicon Systems. In order to address these two factors from a strategic perspective, elements from various concepts have been used to gain a new understanding of customer loyalty, employee enthusiasm and strategy. The final goal of the study was to use the knowledge gained throughout the report to propose a management framework which can be implemented to give MB Silicon Systems a competitive advantage in its competitive industry.The literature review suggested that a strategy of customer loyalty and employee enthusiasm will result in above average financial performance. Customer loyalty and employee enthusiasm cannot be separated from each other and they are linked by leadership, the vision and core values of the organisation. It is not possible to achieve customer loyalty and employee enthusiasm without the proper formulation and execution of a strategy. Such a strategy needs to utilize core management tools like the Balanced Scorecard which will bridge the vision of the organisation with goal setting mechanisms of motivation. The Balanced Scorecard will ensure that strategic objectives of the organisation will be mapped into the Balanced Scorecard while employees will be rewarded according to achieved targets of these objectives.Surveys which were conducted with customers and employees have shown that MB Silicon Systems performs below international standards with respect to customer loyalty and that the organisation is failing with its existing strategy. The surveys have also shown that employees are demotivated. This state of demotivation results in a lack of teamwork and mistrust between employees. The lack of teamwork and mistrust is only the symptoms of organisational problems which need to be resolved by organisational redesign, implementation of management principles and healthy corporate governance. The low base of loyal customers and the demotivated state of employees is resulting in below average financial performance.A management framework was recommended that will transform a strategy of customer loyalty and employee enthusiasm by using proven management tools. Implementation of the framework will ensure a competitive advantage to MB Silicon Systems which will result in above average financial performance.

In this thesis, a task-based qualitative study was conducted at a volunteer defense organization, the Swedish Working Dog Club (Svenska Brukshundklubben). The organization contributes to total defense by training patrol dogs and their handlers for the Home Guard. The Swedish Armed Forces have established guidelines for training instructors in volunteer defense organizations, from which Svenska Brukshundklubben had a dispensation until 2025. Consequently, they now need to create a new training process for their patrol dog instructors. This study aims to develop proposals for a new, quality-assured training process for Svenska Brukshundklubben, and to provide suggestions for implementing and managing the change process. To achieve this, data was collected through documents, statistical data, interviews, and surveys with experienced people within the organization. Offensive quality development is the study's foundation. In identifying proposals, Lean management was used as the main theory with a deductive approach. For implementation proposals change management theories were utilized. Svenska Brukshundklubben should implement a more standardized flow in their training process and introduce clearer routines and working methods. Standardization can facilitate the organization and improve process quality. The new training process is presented as a flow divided into three blocks. The first part covers basic instructor courses, the second addresses the experience and education required in canine knowledge, and the third includes specialized patrol dog courses followed by practical training. Svenska Brukshundklubben should also take central responsibility for their patrol dog instructors, actively manage instructor assignments, follow up, and exercise transformational leadership in the change process. / I det här examensarbetet har en uppdragsbaserad kvalitativ studie genomförts vid en frivillig försvarsorganisation, Svenska Brukshundklubben. Organisationen bidrar till totalförsvaret genom att utbilda patrullhundar och hundförare till Hemvärnet. Försvarsmakten har fastställda anvisningar gällande hur instruktörer vid frivilliga försvarsorganisationer ska utbildas, vilket Svenska Brukshundklubben fram till 2025 haft avsteg från. De behöver därför nu skapa en ny utbildningsprocess för sina patrullhundsinstruktörer. Syftet med studien är tvådelat, dels att ta fram förslag till SBK på en ny och kvalitetssäker utbildningsprocess, dels ge förslag på hur implementeringen och ledningen av förändringsarbetet kan genomföras. För att uppnå syftet har data insamlats genom dokument, statistisk data, intervjuer och enkäter med Sakkunniga. Offensiv kvalitetsutveckling är grunden för studien och vid identifiering av förslag har Lean management och Likers 14 principer nyttjats som huvudteori med en deduktiv ansats. I arbetet med förslag till implementeringsarbetet har Kotters åttastegsmodell för förändring nyttjats ihop med teori om förändringsledning. Svenska Brukshundklubben bör nyttja ett mer standardiserat flöde i sin utbildningsprocess samt införa tydligare rutiner och arbetssätt. En standardisering kan underlätta för organisationen samt höja processens kvalitet. Den nya utbildningsprocessen presenteras som ett flöde indelat i tre block. Den första delen berör de grundläggande instruktörskurserna, det andra blocket erfarenheten och utbildningen som krävs inom hundkunskap och slutligen blocket med kurserna specialiserade inom patrullhund följt av praktik. Organisationen bör även ta ett mer centralt ansvar gällande sina patrullhundsinstruktörer, ta en aktiv roll i tilldelning av instruktörsuppdrag, uppföljning samt utöva ett transformativt ledarskap i förändringsarbetet.

Purpose - The aim of this study is to provide large incumbent organizations a tool to moreeffectively evaluate and implement digital platforms while taking into account the needs ofthe stakeholders. To do so, we developed a roadmap consisting of nine steps that are dividedinto three different phases. Method - This study was conducted by using a abductive research method utilizing aquantitative data collection by analyzing earlier research and qualitative data collectionthrough interviews. The interviews were conducted in three phases: exploratory, semistructured and validatory interviews. In total 21 interviews were conducted which wereanalyzed through a thematic analysis. Findings - The thematic analysis resulted in three main themes; Platform transitionassessment, Planning platform transition, and Execute platform transition. These themes ledto a roadmap for platform transitions, for large incumbent organizations. Theoretical and Managerial implications - The presented study contributes to existingliterature by combining existing change management and technology adoption models todevelop a roadmap for evaluation and implementation of digital platforms. Furthermore, thisstudy provides managers with important insight and practical implications of importantfactors that should be considered before and during a digital transformation. Limitations and future research - This study is limited by its qualitative method since it isfocused on a single case study in a limited time-span in a large international industry.Therefore, the generalizability of the findings in this study might be limited and needs to beconfirmed in other contexts.

by Chan Cheong Hee (Kenneth). / Thesis (M.B.A.)--Chinese University of Hong Kong, 1993. / ABSTRACT --- p.ii / table of contents --- p.iii / appendix --- p.iv / preface --- p.v / Part I (1989-1991) / Chapter a. --- background --- p.1 / Chapter b. --- organization settings --- p.5 / Chapter c. --- issues that drive the changes --- p.14 / Chapter d. --- diagnosis --- p.17 / Chapter e. --- interventions --- p.22 / Chapter f. --- commentaries --- p.25 / part ii (1992 - future) / Chapter a. --- introduction --- p.28 / Chapter b. --- diagnosis --- p.29 / Chapter c. --- interventions recommended --- p.44 / Chapter d. --- conclusion --- p.57 / appendix / Chapter I. --- PRC/HK SALES ORGANIZATION / Chapter II. --- PRC REP. OFFICE ORGANIZATION / Chapter III. --- CURRENT SITUATION - JOB RESPONSIBILITIES OF HK BASED SALES REP. AND LOCAL NATIONAL / Chapter IV. --- PERCEPTION OF CURRENT ORGANIZATION / Chapter V. --- ULTIMATE ARRANGEMENT / Chapter VI. --- COMMERCIAL ORGANIZATION INTERIM REPORT - 11 CRITICAL ISSUES / Chapter VII. --- ORGANIZATION CHANGE - DISCUSSION WITH STAFF / Chapter VIII. --- QUESTIONNAIRE FORM / Chapter IX. --- QUESTIONNAIRE RESULT / Chapter X. --- organization chart - 1996 projection

Summaries in German, English, Afrikaans and Southern Sotho / Text in German / Christliche Gemeinden in Deutschland finden sich zunehmend in einer interkulturell zusammengesetzten Gesellschaft wieder und viele fragen danach, wie eine Integration von Migranten in ihre bestehenden Gemeinden gelingen kann. In dieser qualitativ-empirischen Studie wurden drei evangelische Freikirchen in Deutschland dahingehend untersucht, wie sie sich von einer ehemals monokulturell-deutschen Gemeinde in eine interkulturelle Gemeinde entwickelt haben. Dabei wurden in besonderer Weise die Voraussetzungen für die Entwicklung, der Veränderungsprozess und besondere Merkmale der Gemeinden untersucht. Als Grundlage für die Forschung wurde ein aus verschiedenen Disziplinen zusammengeführtes Modell aus Erkenntnissen zu interkulturellem Gemeindebau entworfen. In der Studie wird deutlich, dass interkultureller Gemeindebau sowohl bereichernd als auch herausfordernd und konfliktgeladen erlebt wird. Besonders wichtig sind dabei eine strategisch kompetente Leitung, eine missionarische Grundausrichtung, ein liebevoller und wertschätzender Umgang miteinander, die Einigung auf gemeinsame Leitlinien, das Feiern von Erfolgen, Beziehungsaufbau, das Einladen zur Mitarbeit auf Augenhöhe, interkulturelle Leitungsteams, die Übersetzungsarbeit, Geduld und Flexibilität sowie die Bereitschaft, voneinander zu lernen. / German society is becoming increasingly intercultural, and many Christian churches are asking how migrants can be successfully integrated into established churches. In this qualitative-empirical study, three free evangelical churches in Germany were examined to determine how they developed from a previously monocultural German church into an intercultural church. In the course of the study, the prerequisites for development, the change process and special features of the churches were specifically examined. An integrated model designed on the basis of insights of various disciplines regarding the intercultural construction of churches served as the foundation for the research. It became clear in this study that building an intercultural church not only enriches the church, but is also experienced as challenging since it has the potential to give rise to conflict. The following elements are especially important: strategic and competent leadership, a basic missionary orientation, a loving and esteeming manner in associating with one another, consensus on common guidelines, a celebration of successes, building of relationships, an invitation for others to minister on equal terms, intercultural leadership teams, translation work, patience and flexibility, and a willingness to learn from one another. / Die Duitse samelewing raak toenemend interkultureel, en talle Christengemeentes wonder hoe migrante in gevestigde gemeentes opgeneem kan word. Wyses waarop drie Evangeliese gemeentes in Duitsland ontwikkel het van eens monokulturele Duitse gemeentes in interkulturele gemeentes, is in hierdie kwalitatief empiriese studie ondersoek. In die besonder die voorvereistes vir verandering, die veranderingsproses en die unieke kenmerke van die gemeentes is in hierdie studie verken. ʼn Geïntegreerde model wat berus op die insigte van verskeie dissiplines wat hulle op die interkulturele samestelling van kerke toespits, het die basis van die navorsing gevorm. Dit blyk uit hierdie studie dat die totstandkoming van ʼn interkulturele gemeente nie slegs verrykend kan wees nie, maar dat dit moontlik ook tot onenigheid aanleiding kan gee. Die volgende is van besondere belang: strategiese en bevoegde leiers, ʼn sendingoriëntasie, liefdevolle en respekvolle omgang met mekaar, eenstemmigheid oor algemene riglyne, ʼn viering van suksesse, die bou van goeie verhoudinge, ʼn versoek dat ander op gelyke voet dien, interkulturele leierskapspanne, vertaalwerk, geduld en toegeeflikheid, en die gewilligheid om by mekaar te leer. / Tshitshavha tsha German tshi khou ṋaṋa u vha na mvelelo dzo ṱanganelanaho, nahone kereke nnzhi dza Tshikhiresite dzi khou vhudzisa uri ṱhunḓu dzi nga ṱanganyiswa hani zwavhuḓi kha kereke dzi re hone. Kha ngudo iyi ya khwaṱhisedzwaho nga tshenzhelo na ndeme, kereke tharu dza evangeli yo vhofholowaho dza ngei Germany dzo lingwa u vhona uri dzo bvelela hani u bva kha u vha dza tshikale dza Germany dza mvelele nthihi u ya kha kereke ya mvelele yo ṱanganelanaho. Kha khoso iyi ya ngudo, ṱhoḓea ya u bvelela, maitele a tshanduko na zwiṱaluli zwo khetheaho zwa kerekezwo lingululwa. Tshiedziswa tsho ṱanganelanaho tsho itwaho ho sedzwa luvhonela lwa masia o fhambanaho mayelana na u fhaṱa kerekedzo ṱanganelanaho tsho shuma sa mutheo wa ṱhoḓisiso. Zwo bvela khagala kha ngudo iyi uri u fhaṱa kereke yo ṱanganelanaho a zwi pfumisi fhedzi kereke, zwi dovha zwa vha tshenzhelo ire na khaedu saizwi i na khonadzeo ya u vusa dzikhakhathi. Zwipiḓa zwi tevhelaho ndi zwa ndeme vhukuma: vhurangaphanḓa vhu re na tshiṱirathedzhi nahone ho ṱalifhaho, u pfumbudzwa ha mutheo kha zwa vhufunzi, nḓila ua lufuno na ndeme kha matshilisano, u tendelana kha nyendedzo dzi fanaho, u pembelela mvelaphanḓa, u fhaṱa vhushaka, thamba ya vhaṅwe kha u funza nga milayo i linganaho, thimu dza vhurangaphanḓa ha mvelele yo ṱanganelanaho, mushumo wa vhupinduleli, u konḓelela na u tenda u shanduka, na u ḓiimisela u guda kha vhaṅwe. / Christian Spirituality, Church History and Missiology / M. Th. (Christian Leadership)

Durch den rasanten wirtschaftlichen, kulturellen und sozialen Wandel im Zuge der Globalisierung verändern sich die Bedingungen unter denen Unternehmen produzieren grundlegend. Weltweite Konkurrenz um innovative Produkte, globale Absatzmärkte, flexible Fertigungsnetzwerke sowie internationale Kooperationen sind zentrale Kennzeichen neuer Arbeits- und Produktionswelten. Die Zeitschrift zur interdisziplinären Organisationsentwicklung, kurz ZIO, greift die vielschichtigen Probleme des sozialen Wandels in Organisationen auf. Ihr geht es um eine theoretisch fundierte, disziplinübergreifende Analyse von Organisationskulturen und um den Transfer der Erkenntnisse in die Praxis. Demnach richtet sich die Zeitschrift nicht nur an Forschende, sondern soll ferner auch eine Handreichung für Betriebspraktiker sein. Ziel ist es, eine Vertrautheit mit den spezifischen Problemlagen in Organisationen herzustellen und Unternehmen so zu befähigen, sich adäquat auf Veränderungen einstellen zu können.

Text in German, with summaries in German, English, Afrikaans and Shona / Includes bibliographocal references (leaves 184-191) / Christliche Gemeinden in Deutschland finden sich zunehmend in einer interkulturell zusammengesetzten Gesellschaft wieder und viele fragen danach, wie eine Integration von Migranten in ihre bestehenden Gemeinden gelingen kann. In dieser qualitativ-empirischen Studie wurden drei evangelische Freikirchen in Deutschland dahingehend untersucht, wie sie sich von einer ehemals monokulturell-deutschen Gemeinde in eine interkulturelle Gemeinde entwickelt haben. Dabei wurden in besonderer Weise die Voraussetzungen für die Entwicklung, der Veränderungsprozess und besondere Merkmale der Gemeinden untersucht. Als Grundlage für die Forschung wurde ein aus verschiedenen Disziplinen zusammengeführtes Modell aus Erkenntnissen zu interkulturellem Gemeindebau entworfen. In der Studie wird deutlich, dass interkultureller Gemeindebau sowohl bereichernd als auch herausfordernd und konfliktgeladen erlebt wird. Besonders wichtig sind dabei eine strategisch kompetente Leitung, eine missionarische Grundausrichtung, ein liebevoller und wertschätzender Umgang miteinander, die Einigung auf gemeinsame Leitlinien, das Feiern von Erfolgen, Beziehungsaufbau, das Einladen zur Mitarbeit auf Augenhöhe, interkulturelle Leitungsteams, die Übersetzungsarbeit, Geduld und Flexibilität sowie die Bereitschaft, voneinander zu lernen. / German society is becoming increasingly intercultural, and many Christian churches are asking how migrants can be successfully integrated into established churches. In this qualitative-empirical study, three free evangelical churches in Germany were examined to determine how they developed from a previously monocultural German church into an intercultural church. In the course of the study, the prerequisites for development, the change process and special features of the churches were specifically examined. An integrated model designed on the basis of insights of various disciplines regarding the intercultural construction of churches served as the foundation for the research. It became clear in this study that building an intercultural church not only enriches the church, but is also experienced as challenging since it has the potential to give rise to conflict. The following elements are especially important: strategic and competent leadership, a basic missionary orientation, a loving and esteeming manner in associating with one another, consensus on common guidelines, a celebration of successes, building of relationships, an invitation for others to minister on equal terms, intercultural leadership teams, translation work, patience and flexibility, and a willingness to learn from one another. / Die Duitse samelewing raak toenemend interkultureel, en talle Christengemeentes wonder hoe migrante in gevestigde gemeentes opgeneem kan word. Wyses waarop drie Evangeliese gemeentes in Duitsland ontwikkel het van eens monokulturele Duitse gemeentes in interkulturele gemeentes, is in hierdie kwalitatief empiriese studie ondersoek. In die besonder die voorvereistes vir verandering, die veranderingsproses en die unieke kenmerke van die gemeentes is in hierdie studie verken. ʼn Geïntegreerde model wat berus op die insigte van verskeie dissiplines wat hulle op die interkulturele samestelling van kerke toespits, het die basis van die navorsing gevorm. Dit blyk uit hierdie studie dat die totstandkoming van ʼn interkulturele gemeente nie slegs verrykend kan wees nie, maar dat dit moontlik ook tot onenigheid aanleiding kan gee. Die volgende is van besondere belang: strategiese en bevoegde leiers, ʼn sendingoriëntasie, liefdevolle en respekvolle omgang met mekaar, eenstemmigheid oor algemene riglyne, ʼn viering van suksesse, die bou van goeie verhoudinge, ʼn versoek dat ander op gelyke voet dien, interkulturele leierskapspanne, vertaalwerk, geduld en toegeeflikheid, en die gewilligheid om by mekaar te leer. / Tshitshavha tsha German tshi khou ṋaṋa u vha na mvelelo dzo ṱanganelanaho, nahone kereke nnzhi dza Tshikhiresite dzi khou vhudzisa uri ṱhunḓu dzi nga ṱanganyiswa hani zwavhuḓi kha kereke dzi re hone. Kha ngudo iyi ya khwaṱhisedzwaho nga tshenzhelo na ndeme, kereke tharu dza evangeli yo vhofholowaho dza ngei Germany dzo lingwa u vhona uri dzo bvelela hani u bva kha u vha dza tshikale dza Germany dza mvelele nthihi u ya kha kereke ya mvelele yo ṱanganelanaho. Kha khoso iyi ya ngudo, ṱhoḓea ya u bvelela, maitele a tshanduko na zwiṱaluli zwo khetheaho zwa kerekezwo lingululwa. Tshiedziswa tsho ṱanganelanaho tsho itwaho ho sedzwa luvhonela lwa masia o fhambanaho mayelana na u fhaṱa kerekedzo ṱanganelanaho tsho shuma sa mutheo wa ṱhoḓisiso. Zwo bvela khagala kha ngudo iyi uri u fhaṱa kereke yo ṱanganelanaho a zwi pfumisi fhedzi kereke, zwi dovha zwa vha tshenzhelo ire na khaedu saizwi i na khonadzeo ya u vusa dzikhakhathi. Zwipiḓa zwi tevhelaho ndi zwa ndeme vhukuma: vhurangaphanḓa vhu re na tshiṱirathedzhi nahone ho ṱalifhaho, u pfumbudzwa ha mutheo kha zwa vhufunzi, nḓila ua lufuno na ndeme kha matshilisano, u tendelana kha nyendedzo dzi fanaho, u pembelela mvelaphanḓa, u fhaṱa vhushaka, thamba ya vhaṅwe kha u funza nga milayo i linganaho, thimu dza vhurangaphanḓa ha mvelele yo ṱanganelanaho, mushumo wa vhupinduleli, u konḓelela na u tenda u shanduka, na u ḓiimisela u guda kha vhaṅwe. / Philosophy, Practical and Systematic Theology / M. Th. (Christian leadership)

I vårt allt mer digitaliserade samhälle har internet fått en central roll, och har förändrat många aspekter i vårt vardagsliv. Ett av de områden som påverkats starkt av denna utveckling, är den svenska detaljhandelns e-handelsmarknad. De senaste 10 åren har dess omsättning sexdubblats, och prognoser tyder på att denna expansiva trend kommer att hålla i sig. Detta innebär helt nya förutsättningar för de svenska detaljhandelsföretag som tidigare bara bedrivit försäljning i fysiska butiker, eller bedrivit e-handelsverksamhet i liten skala. Ämnet för denna studie föreslogs av den svenska detaljhandelskedjan Företag X[1], som har beslutat att lansera en e-handel i början av år 2016. Företag X föreslog att författaren skulle kartlägga vad som krävs för att gå från en liten nyetablerad e-handel, till en stor och framgångsrik e-handel som bidrar till företagets lönsamhet och fortsatta välmående. Studiens syfte är således att kartlägga praxis och metoder som möjliggör framgångsrik expansion av e-handeln för medelstora, svenska detaljhandelsföretag. För att uppnå syftet valdes en kvalitativ multifallstudie-design. Information till den teoretiska referensramen samlades in från vetenskapliga artiklar och böcker, och kompletterades med sekundärempiri i form av rapporter från företag. Kvalitativ primärdata samlades sedan in från intervjuer med tre fallföretag, som hittades genom en mindre tvärsnittsstudie av 20 konkurrenter till Företag X där företagens EBITDA-marginal de senaste fem åren studerades.   Studiens resultat visade att den svenska detaljhandelns e-handelsmarknad har sett en mycket expansiv trend de senaste åren, och att denna ser ut att hålla i sig under det kommande decenniet. Detta innebär att marknadsklimatet håller på att förändras och går mot att bli allt mer digitalt, vilket kräver att företagen ser över sina försäljningsorganisationer. Den största trenden på marknaden kallas ”omnikanalhandel”, och innebär i korthet att företaget integrerar sin butiks- och e-handelsförsäljning för att möjliggöra en sömlös köpupplevelse för kunden. Denna trend har framträtt som ett svar på ett nytt köpmönster som noterats bland kunderna, där dessa rör sig mellan företagens digitala och fysiska försäljningskanaler under köpresan. Studien pekar på att de e-handelsrelaterade frågor som är viktigast att adressera och arbeta med finns inom följande områden: KundfokusIT Kundrelationer Lyhördhet mot kund KostnadseffektivitetSupply chain och logistik Strategi och styrning MotståndshanteringUtbildning Samspel med butiker Studien utgör författarens examensarbete i utbildningen Industriell Ekonomi vid Linköpings Tekniska Högskola.   [1] Företag X heter egentligen något annat, men har bett att få vara anonyma i denna studie. / The Internet has become a central part of the modern society and has change our everyday life in many ways. An area that’s been strongly affected by this development is the Swedish retail e-commerce market. E-commerce sales have increased six-fold over the course of the past decade and forecasts indicate that this expansive trend will continue. This trend places significant challenges on Swedish retail companies who have a legacy of exclusively carrying out their sales in the traditional brick and mortar format. The subject of this study was originally proposed by the Swedish retail company Företag X[1], who have decided to embark on their e-commerce initiative in early 2016. Företag X asked the author of this report to help with finding out what it takes to develop a small e-commerce store, in such a way that it becomes a successful part of the company, contributing to the company’s overall profitability. The purpose of this study is therefore to identify practices and methods that enable successful expansion of e-commerce for medium-sized, Swedish retail companies. In order to achieve the purpose, a qualitative multi-case study design was chosen for the study. Information for the theoretical framework was collected from articles in scientific journals and books, and supplemented with secondary empirical data in the form of reports from companies. Qualitative primary data were then collected from interviews with three chosen companies, which were found with through a small cross-sectional study of 20 competitors to Företag X where their EBITDA margins over the past five years were studied. The study results showed an expansive trend on the Swedish retail e-commerce market, and it seems that this trend is set to continue over the next decade. As a consequence, market climate is changing and shifting towards becoming more digitalized, which requires companies to review their sales organizations. The main trend in the market is called “omni-channel retailing" and means that a company is integrating its brick and mortar and e-commerce sales to enable a seamless shopping experience for the customer. This trend has emerged as a response to a new buying patterns observed among customers, who move between their digital and physical sales channels during the purchase. The study indicates that the e-commerce-related issues that are most important to address and work with are in the following areas: Customer FocusIT Customer relations Responsiveness to customers Cost effectiveness Supply chain and logistics Strategy and governance Resistance ManagementEducation Synchronization between brick and mortar stores and e-commerce store This study represents the author’s master’s thesis in the Industrial Engineering and Management program at Linköping University, Sweden. [1] Företag X are known by a different name, but have asked to remain anonymous in this study

The South African health care environment is a two-tier health care delivery system consisting of the public sector and the private sector. The focus of this study is on the private health care sector. Private health care is funded by medical schemes through employer and employee contributions. The private sector is also the most profitable sector for multinational pharmaceutical organisations to market and sell their products within the South African health care environment. The major cost saving initiative by employers and medical schemes in the private health care sector has also been the introduction of managed health care initiatives. The goal of managed health care is to establish a system which delivers value by giving people access to quality and cost-effective healthcare. The new reality of managed health care initiatives are changing the boundaries of the South African pharmaceutical industry. The managed health care wake is overturning the business processes which made the pharmaceutical industry so successful and are rendering obsolete the industry's conventional models of corporate strategy and management systems. In the context of these turbulent changes, pharmaceutical companies are being forced simultaneously to develop new strategic approaches for the future, design new business processes which will link them more firmly to their new customers, and implement the cultural changes neccessary to accomplish the transformation from yesterday's successful pharmaceutical company to tomorrow's customer-led, integrated health care supplier. The way forward lies in three organising concepts. The first is cutomer alignment. The effort of transformation must start with an understanding of how the customer defines the value of the services and/or products offered by the organisation. Everything that follows involves aligning internal processes with external contingencies. The second is sequencing. It is vital to understand not just what needs to happen first in the transformation process, but also what the subsequent steps is and in what order the steps need to be undertaken. The third organising concept is learning. The sequence of interventions that lead to organisational transformation must occur in such a way as to maximize the ability of the organisation to learn: from customers and the marketplace, and from itself. / Business Management / D.B.L.

The academic information service enterprise should continuously react to the rapidly changing environment in which it functions. The theoretical research pertaining to the study has shown that such enterprises which embark on re-engineering because radical change is required, should be knowledgeable in terms of what the change entails, why it is important to change and how the change takes place through re-engineering, organisational design and an innovative leadership framework. In order to ensure efficiency within its operations while focusing on its own sustainability, the enterprise should establish leadership roles which involve all staff in leadership on a daily basis. The empirical research focused on the attitudes of staff towards such a leadership driven enterprise. Results revealed that factors such as whether staff participated in re-engineering, their engagement with re-engineering proposals, their work experience and their language have a significant impact on the attitudes of staff towards an innovative leadership framework. / Information Science / M. A. (Information Science)