Thesis (MBA)--Stellenbosch University, 2015. / ENGLISH ABSTRACT: Northern Timbers Sawmill (NTS), a hardwood sawmill in Tzaneen and part of Merensky Timber (Pty) Ltd, wished to determine their customers’ expectations and perceptions of the products and services offered. In order to assist NTS with this it was decided to develop a customer satisfaction survey that would be a tool for NTS to use to accurately and consistently measure and monitor the satisfaction of their customers with their products and services over time. A thorough literature study was done followed by primary research that included semi-structured interviews and a quantitative survey. Semi-structured interviews were performed on a randomly selected sample of customers from two primary segments, namely wet-off-saw and kiln dried timber. Based on the feedback from the interviews it was decided that the standard SERVQUAL model was the most appropriate framework to use as part of the development of the survey. An additional product quality and related aspects section was also included. The Cronbach alpha results of the SERVQUAL survey was 0.75 and 0.87, for expectations and perceptions, respectively, indicating a high internal correlation and consistency and indicating that the survey provided reliable results. The internal consistency was also confirmed by high Cronbach alpha results for each individual dimension. The primary components of satisfaction that were measured were expectations and perceptions (or performance). The customer satisfaction index for NTS was 89.87 per cent, which was fairly similar to the product satisfaction of 91 per cent attained from the product quality related section. The most important priorities for improvement identified were “Employees in Northern Timbers tell you exactly when services will be performed”, “Employees in Northern Timbers give prompt service to you” and “When Northern Timbers promises to do something by a certain time, they do so.” The effort NTS has made in ensuring that they stack, wrap and paint the select grade timber bundles contributed to the visibility and one of the highest mean scores in the survey of 5.63 out of 6. The fact that customers can contact the production team at the sawmill directly holds advantages for the customers and this was also confirmed by the survey producing the joint highest mean score of 5.63. It is also clear that there is very little interest and value for NTS in selling the FSC timber at a premium or offering pre-planed timber at a premium. The survey will be done twice a year – once during May or June, and once during October or November.

Small-scale timber farming provides alternative income for growers selling to forestry, procurement companies and timber suppliers or agents. The research used focus groups and structured questionnaires in the Sokhulu area to determine the contribution of small-scale timber farming to enhance sustainable livelihood. The Sustainable Livelihood Framework measured livelihood levels of different grower types in terms of access to natural, human, financial, social and physical assets. Findings show that timber suppliers had a higher asset composition, than growers selling to companies or growers selling to timber suppliers. Households lacking access to forestry resources sold timber to agents and households wanting to avoid harvesting and transport risks sold timber to suppliers. Timber farming contributes income, employment and business opportunities towards alleviating poverty rather than providing a complete solution. Tree harvesting support households during financial hardship and reduce vulnerability through diversified livelihood strategies. Disadvantages include: trees taking time to mature while immediate income is required, trees exposed to natural hazards, cheating by local harvesting and transport contractors and timber plot sales sometimes do not receive the agreed price. Despite disadvantages, timber farming provide economic benefits and further studies are needed to determine income level on mature trees, by-product sales and whether higher prices for more tonnage will sustain households that wait for tree maturity, thereby determining optimal break-even point for rural timber farmers. / Environmental Sciences / M.A. (Human Ecolgy)

Small-scale timber farming provides alternative income for growers selling to forestry, procurement companies and timber suppliers or agents. The research used focus groups and structured questionnaires in the Sokhulu area to determine the contribution of small-scale timber farming to enhance sustainable livelihood. The Sustainable Livelihood Framework measured livelihood levels of different grower types in terms of access to natural, human, financial, social and physical assets. Findings show that timber suppliers had a higher asset composition, than growers selling to companies or growers selling to timber suppliers. Households lacking access to forestry resources sold timber to agents and households wanting to avoid harvesting and transport risks sold timber to suppliers. Timber farming contributes income, employment and business opportunities towards alleviating poverty rather than providing a complete solution. Tree harvesting support households during financial hardship and reduce vulnerability through diversified livelihood strategies. Disadvantages include: trees taking time to mature while immediate income is required, trees exposed to natural hazards, cheating by local harvesting and transport contractors and timber plot sales sometimes do not receive the agreed price. Despite disadvantages, timber farming provide economic benefits and further studies are needed to determine income level on mature trees, by-product sales and whether higher prices for more tonnage will sustain households that wait for tree maturity, thereby determining optimal break-even point for rural timber farmers. / Environmental Sciences / M.A. (Human Ecolgy)

Progress in tree biotechnology initially trailed behind agricultural crops due to their long life cycle, difficult tissue culture and regeneration protocols, and their abundance in natural forests. However, rapid global deforestation rates, together with an increased world demand for pulp, paper and timber products, have prompted scientific and commercial focus to improve genetic timber stocks. South Africa, a tree-poor country (where indigenous forests are protected), has relied almost solely on exotic plantations to meet its demand for timber. A pioneer study investigating the feasibility of using direct (biolistic) and indirect (Agrobacterium-mediated) methods for gene transfer was undertaken in Pinus patula Schiede et Deppe, a Mexican softwood and a forerunner for saw timber, pulpwood and paper in the South African forest industries. The aim of the transformation methods was to impart herbicide resistance to the trees. This was achieved via the introduction of a bar-GUS pAHC25 cassette under the control of the ubiquitin promoter. To provide target material for transformation, two in vitro micropropagation pathways were used: somatic embryogenesis and organogenesis. Both embryonal suspensor masses (ESM) and somatic embryos at various stages of development were initially used as target explants for the biolistic study using an established in vitro protocol. A stepwise selection was implemented in order to allow transformed (particularly bombarded) cultures the opportunity to regenerate under selection pressure using MSG3 maintenance medium supplemented with BASTA® herbicide at 1 mg l ¯¹ followed by 3 mg l¯¹ active ingredient at the next subculture. Biolistic transgene delivery was more efficient when sorbitol was included in the pre-bombardment medium enabling use of higher vacuum and shooting pressures, without lowering the regeneration potential of ESM significantly. Bombarded material from two genotypes (Lines 2 and 3) was regenerated to produce mature somatic embryos using an optimized regeneration regimen. The indirect study with Agrobacterium tumefaciens (LBA4404), transformed with the pAHC25 vector via triparental mating or heat shock, used a variety of target tissues including: mature somatic embryos, ESM and mature zygotic embryos (MZE's) - a novel in vitro system for P. patula. The Agrobacterium-mediated method resulted in optimized decontamination conditions using a combination of liquid MSG3 (or sterile dH₂O for mature embryos) supplemented with 500 mg l ¯¹ cefotaxime, with rotation, and sterile 65 mm Whatman No. 3 filter paper stacks, which avoided excess filtering and stress to transformation material. Further efforts to aid regeneration during the indirect study included L-proline post-transformation, though no mature somatic embryos were regenerated at the conclusion of the Agrobacterium-mediated study. Recovery of transformed ESM in both studies was best during the active growth phase 4-6 d after subculture. Regeneration with good somatic embryo potential was an exigent aspect in both transformation studies. Expression of positive histochemical GUS activity in all transformed material was confirmed by polymerase chain reaction (PCR) analysis indicating that Pinus patula tissue was amenable to transformation. A new bar PCR regime was implemented in P. patula. In the biolistic study, a higher transformation efficiency of bar amplicons (53%) than GUS amplicons (45%) was observed, reflecting their non-linked status on the pAHC25 transformation vector. This is the first report of biolistic transformation of P. patula that will allow for the production of transgenic ESM. The production of transgenic P. patula holds great promise for commercial development in the South African forestry industry. The application of transgenic trees in the timber industry is numerous but the aims most relevant to P. patula include wood modification and disease resistance to pathogens like pitch canker fungus. / Thesis (Ph.D.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.