published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / Management Studies / Master / Master of Business Administration

The aim of the study is to prove that a correlation exist between job satisfaction and the levels of absenteeism, turnover, performance and customer satisfaction. Data were collected using the Job Satisfaction Survey which is a self-administered questionaire to measure job satisfaction of call centre representatives. Additional data were collected using the company's existing measures for measuring absenteeism, turnover, performance and customer satisfaction. The study found a relationship between job satisfaction and performance, between job satisfaction and turnover and between job satisfaction and customer service. However, no relationship was found between job satisfaction and absenteeism, which is consistent with previous studies.

Thesis (MBA)--Stellenbosch University, 2010. / The necessity for organisations to deliver exceptional service to customers remains a primary factor for sustainability. Organisations continuously seek differentiation from their competition to realise their strategic goals. The main aim of organisations is to satisfy their employees, customers, stakeholders and regulators, and in doing so they would continue to prosper and reflect a positive return on equity. Organisations strive to be market leaders in the area of customer service by ensuring that employees remain engaged and motivated at all times to ensure that a competitive advantage is evident. This study was conducted in the retail banking environment of Nedbank which investigated the link between employee motivation and how this would affect external customer service. The research results were illustrated by means of qualitative and qualitative measurement frameworks, thereby illustrating the effects of employee motivation on the levels of customer service. The study displays that employee motivation determines the outcome of service levels and the delivery of exceptional customer service by satisfied and informed employees.

Call number: LD2668 .T4 1986 L48 / Master of Science / Psychological Sciences

Today’s organisation competes in a fast-moving global marketplace. With technological developments, global communications and demanding customers driving increased competition in most sectors, organisations cannot afford to stand still for long (Holbeche, 2004:32). They exist only when their products and services are sold, and salespeople are usually one of the most important elements of making this happen. Organisations’ fiscal health depends on their ability to drive revenue, but without mastering sales management, revenue can quickly decline. Salespeople need to concentrate on sales, not on responsibilities that pull them in different directions (Bailor, 2004:53). According to Clarke (1998:29), for any company to succeed, the various departments must co-ordinate their efforts and work together. The sales team relies on other departments for support; without sales every other department is worthless. The method of selling has also changed and the days of salespeople carrying briefcases overstuffed with brochures and knocking on every door they can find to drum up interest in their organisations’ products are waning. Today’s professional salespeople co-ordinate the resources of their companies to help solve customers’ problems (Weitz et al, 2004:5). For organisations to succeed in this new environment the right organisational climate is vital to create high performance. This is about making the most of employee talents and accountabilities, and managing performance in ways which unleash, rather than constrain, employee potential (Holbeche, 2004:32). 2 The Long Term Insurance Industry in South Africa had to deal with the changing environment and the introduction of the Financial Advisor Intermediary Service Act of 2002 (FAIS). The traditional principles of successful sales are being challenged in a changing South African insurance industry. Sales managers must rethink their philosophies as the Financial Advisory Intermediary Act (37/2002) regulates the rendering of certain financial advisory and intermediary services to clients and provides for matters incidental thereto. Sales managers can no longer simply motivate financial advisors to achieve targets but should also ensure that all new business is compliant and falls within the new legislation. According to Natenberg (2004:1), sales managers must have a purpose to cope with the added challenges and demands because success comes from purpose. Until a sales manager or financial advisor recognises what needs to be accomplished, there will be a lack of motivation necessary to accomplish anything. Financial advisors burn out easily because they cannot visualise the pot of gold at the end of the rainbow. Everyone wants a driven, highperformance sales team. However, not all sales leaders know how to achieve that. The problem could be motivation. Many sales managers see money as the answer to their motivational problem but money is not everything. For all their commitment to keep salespeople inspired, sales managers would do well to stop and consider the simple things their financial advisors desire. Only then might sales managers be able to craft programmes or work situations in which sales people can thrive (Gilbert, 2003:30). “Too often people let life pass them by. They try hard to achieve something, but when they do, they ask, “Is this all there is to it?” That is because they never 3 take a moment to enjoy how monumental their achievements are. When you accomplish what you set out to do, be proud” (Natenberg, 2004:1). / Prof. Chris Jooste

A research report submitted to the Faculty of Commerce, Law and Management, University of the Witwatersrand, in partial fulfilment of the requirements for the degree of Master of Management (Business and Executive Coaching) April, 2017 / Professional Service Firms (PSFs) contribute significantly to employment and professional development in South Africa and to global economics. People are a PSF’s greatest asset; however, there is little empirical evidence on the implementation of a Leader-as-Coach (L-A-C) approach in PSFs in South Africa. The research aims to establish a framework for the implementation of an L-A-C approach in PSFs in South Africa. Using a qualitative multiple-case study method, the research examines the benefits of implementing an L-A-C approach within a PSF, determines the organisational factors affecting the implementation of an LA- C approach in a PSF and clarifies the individual factors affecting the implementation of an L-A-C approach in a PSF. There are clear reasons for implementing an L-A-C approach within PSFs and benefits range from ensuring a leadership pipeline for organisations, improving client and employee retention, and enhancing the firm’s success due to increased productivity. These benefits, in turn, foster positive benefits for the L-A-Cs (the managers who are coaches) and the employees (the coachees who receive coaching from their managers). Organisational factors include a culture of people-centricity which clearly enables an L-A-C approach, whilst a matrix structure which commonly exists within PSFs is an inhibitor of an L-A-C approach, with mitigating processes recommended for addressing this. The key processes which enable an L-A-C approach are the firm’s approach to: learning and development of L-A-C skills, ensuring tools and support are in place for the L-ACs, and linking coaching to the human resources (HR) performance management and enabling technology. A final key process is recognising effective coaching behaviours through monetary and non-monetary rewards. In addition, the individual skills and attitudes of the L-A-Cs, the attitudes of the coachees, and importantly, the relationship between the L-A-C and the coachee, all influence the L-A-C approach. An integrated and holistic framework is proposed for PSFs wishing to implement an L-A-C approach. This framework suggests that a firm should begin with the organisational strategic drivers, and the clear reasons for implementation of an L-A-C approach, followed by an enabling structure and processes, including the development of individual skills. However, overarching these organisational factors, is the necessity of having an organisational culture of learning and development. / MT2017

A research report submitted to the faculty of Commerce, Law and Management, University of the Witwatersrand, in partial fulfilment of the requirements for the degree of Master of Management (Business and Executive Coaching) Johannesburg, 2017 / The objective of the study was to explore how a coaching leadership style adopted by Managers in different organisations, influences the relationships they have with their direct reports. The study used the qualitative method and semi-structured interviews were conducted with 22 participants, comprising 13 Managers and nine Direct Reports in various organisations in private and public sectors based in Gauteng, South Africa. This study contributes to the research and literature available on coaching leadership style and employee coaching, which occurs when an employee works one-on-one with his/her direct manager to improve his/her work performance and other areas that need attention. Executive Coaching has been extensively researched and refers to when an executive in an organisation is being coached by an external coach who is normally chosen by the Executive and paid for by the organisation. In Employee Coaching however, the coaching is conducted by the direct Manager and the employee has no choice in who the Manager is. Relationships between Manager and Direct Report are therefore crucial and these could be influenced by the Manager‟s leadership style. The findings suggest that within a South African context, the term “Coaching Leadership Style” is not a term that is widely used in organisations to describe a leadership style, however this style emerged through the behaviours that the Managers displayed. The findings further posit that coaching plays a pivotal role in influencing relationships between a Manager and his/her Direct Reports and that coaching may also cause shifts in leadership styles. The research provides insight into the leadership styles that Managers prefer to adopt and deepened understanding of how coaching adds value in a leadership context. The results add to the body of knowledge on how coaching affects leadership effectiveness and how it influences relationships between Managers and Direct Reports. / MT2017

A research report submitted to the Faculty of Commerce, Law and Management, University of the Witwatersrand, Johannesburg, In partial fulfilment of the requirements for the degree of Master of Management (Public and Development Management) 2016 / The purpose - The study is to examine and understand the employee engagement approaches used in implementing change in CIPC, and how they engagement strategies could be improved to make the change implementation more effective and sustainable. Design, methodology and approach - The study used a qualitative research method, and institutional research case study design was used to gather individual experiences of employees about employee engagement practice pre, during and after the implementation of the merger. The findings – The paper identified that employee engagement approaches supporting fidelity goal orientation have been used in the case study. The change process has been hailed as not successful by the employees. However, proposal for improvement have been identified for consideration for future research. Research implication – the results of the study would add value to the case study organization by improving revitalizing the change management function and processes. It would serve as an empowering value as a source for employees and managers alike to understand the dual responsibility to communicate honesty. The practical implications- change can be owned and made sustainable by all those involved in the decision making and execution processes. This model of change appreciates people as sources of knowledge that contribute to the success of the organization. The model advocates for management to adopt a transparent and open approach to engagement, and disband the authoritative perspective to decision making. / MT 2018

The effective practise of managers as coaches can have a positive impact on the performance and development of employees, and provide an organisation with a significant competitive edge. The implementation of manager-coaches in South African organisations is slowly gaining traction, and this study examines this approach in a large financial institution. The primary objective of this research was to identify the roles and skills needed by line managers to become successful performance coaches, as well as the key benefits to the organisation as a whole. Descriptive, qualitative methodology was selected to conduct this study. The population sample was drawn from a large financial services organisation, with approximately 45 000 employees across Africa. The research participants are all line managers working in different business areas, with varying years of experience. A research questionnaire was used to conduct face-to-face, semi structured interviews with respondents. Data collected was then transcribed and analysed by means of content and thematic analysis. The interviews confirmed that the line managers understood performance coaching as a process to address and close the performance gaps of their employees. Some managers equated performance coaching to performance management or mentoring. The manager-coaches identified their primary roles as: to enable performance, motivate and inspire, and provide support. The key skills required were highlighted as communication; listening; interpersonal skills; emotional intelligence; empathy; questioning skills, and goal setting. It emerged that good performers are coached less frequently than poor performers. Some managers have a set frequency such as monthly or weekly, whilst others use it as required, in line with their normal leadership style. This finding is considered to be very important to answer the research question: if managers were conducting performance coaching informally and in an ad hoc fashion, did they believe in the benefits and did they see this as a priority in developing their staff?