The medical technology sector in Germany is considered an innovative, fast-growing and promising industry, being third behind the USA and Japan as the biggest market in the world, worth 17.1 billion euros. Consequently, supply chain success is of high importance. This research identified the Critical Success Factors (CSFs) for Original Equipment Manufacturers that are involved within medical technology supply chains in Germany. This thesis begins with a full literature review on Supply Chain Management (SCM) in the medical technology sector and presents the current state of academic discussion on CSFs in this context. The literary analysis identified that most academic research focuses on developing theory based on supply chains of the manufacturing sector with the consumer market as their primary concern, with limited insights into Medical Technology Supply Chains (MTSCs). This was a main driver for the exploration of the drivers and barriers extant in this sector. Two studies were designed to address the identified research gaps. The first study was a qualitative research using multiple case studies and was divided in two phases. Phase A involved 15 German manufacturers of medical technology products and focused on identifying the CSFs in this sector. Phase B involved 14 German manufacturers and uncovered issues and weaknesses of their current SCM strategies by means of an assessment tool developed specially for this study. The second study consisted of an action research project, using interviews and participative workshops to develop an understanding on how organisations in this sector can improve operations using the CSFs concept while offering insights into the actual implementation of SCM strategies and the behavioural aspects of change management in this context. The findings extend theory and provide insights into real-world practitioner challenges and priorities. The outcomes of this study propose that the prioritised combination of the identified CSFs leads to better performance of OEMs in the German MTSC sector, which shifts our understanding of how practitioners prioritise CSFs. Furthermore, this thesis addresses the qualitative knowledge gap around the relational aspects of implementing SCM practices within this sector, while exploring relationships between stakeholders during the process of introducing these changes. These findings challenge existing generic assumptions about supply chain CSFs, as well as adding to SCM, CSF, and medical technology research and knowledge.

Measuring brand equity is an important brand management function but, the appropriateness of brand equity measurement methods remain a concern. This study applied levels three of brand equity measurement approach to have an understanding of consumers’ brand perception. It is hoped that this understanding could give brand managers the necessary tool to develop and deploy effective and efficient brand management strategies and tactics. At Ceres Fruit Juices (CFJ), brand equity is used to improve competitive marketing actions, gain larger margins, intermediary co-operation and management support for brand extension. This study measures CFJ Brand equity to understand consumers’ perception so that this understanding can be used to develop responsive brand management strategies and tactics. Brand equity measurement methods and model found in the literature shows that measurement success depends on the suitability of the method used. However, customers’ perception is at the centre of brand equity measurement approach – level three used in this study. With merger and acquisition taking place at Ceres Fruit Juices, brand equity measurement emerged as an important brand management function to leverage real brand value. This would inevitably lead to an improvement in customer service through adequate understanding of customers brand perception. Understanding gives brand managers the necessary tool to deploy responsive and efficient brand management strategies and tactics to lessen the severity of the negative impact merger and acquisition may have on brand equity. Thus, this study found measurement model and method to be an essential element of brand equity measurement.

Made available in DSpace on 2015-03-03T11:52:22Z (GMT). No. of bitstreams: 0 Previous issue date: 2014-03-26Bitstream added on 2015-03-03T12:07:26Z : No. of bitstreams: 1 000805681.pdf: 2170203 bytes, checksum: 758079a969ec57a0f9b564f8f41356c0 (MD5) / Em um cenário ambiental cada vez mais exigente, as empresas necessitam gerenciar os resíduos sólidos gerados em seu processo produtivo, os quais outrora eram destinados sem qualquer preocupação ou punição a locais despreparados para recebê-los. Devido à pressão exercida pelos diversos órgãos fiscalizadores e também pelos stalkeholders envolvidos, as indústrias tendem cada vez mais a se tornarem proativas quanto ao gerenciamento de seus resíduos e emissões. No Brasil, a Lei nº 12.305/2010 institui a Política Nacional de Resíduos Solidos, estabelecendo a hierarquia correta no gerenciamento dos resíduos, determinando a minimização destes e abandonando as chamadas técnicas de fim de tubo. Neste contexto, a produção mais limpa surge como uma importante abordagem utilizada para combater o aumento da degradação do meio ambiente e auxiliando no processo de minimização dos resíduos em diversos sistemas produtivos. Desta forma, o objetivo desta pesquisa foi avaliar, através de um estudo de caso desenvolvido em uma indústria de grande porte do setor de transformados plásticos, em específico de utilidades domésticas, as práticas de gerenciamento de resíduos sólidos pelo método de produção mais limpa, com a finalidade de identificar oportunidades de otimização no gerenciamento dos resíduos e minimizar a sua geração. Constatou-se no estudo que a empresa possui um programa de gerenciamento de resíduos bem definido, porém, não há qualquer respaldo técnico, apoio da diretoria ou estudos que viabilizem, o êxito desta atividade, deixando o time multifuncional existente incumbido apenas do monitoramento da saída dos materiais destinados às empresas terceirizadas. Com a finalidade de alinhar o gerenciamento dos resíduos à legislação, propôs-se a elaboração de um Plano de Gerenciamento de Resíduos Sólidos (PGRS), sendo monitorado e atualizado constantemente, num processo de melhoria contínua. Propõem-se... / In increasingly demanding environmental scenario, the companies need to manage solid waste generated in its production process which was once intended without any concern or punishment to local unprepared to receive them. Due to the pressure exerted by the various regulatory agencies and also by the stakeholders involved, the industries tend increasingly to become proactive about the management of their wastes and emission. In Brazil, the Law nº 12.305/2010 establishing the National Solid Waste Policy, establishing the correct hierarchy in waste management, determining the minimization of these techiques and abandoning calls to end of pipe. In this context, the cleaner production emerges as an important approach used to combat the increasing degradation of the environment and aiding in minimization of waste in various production systems process. Thus, the objective of this research was to evaluate, through a case study developed in a large industry of processed plastics industry, in particular, housewares, the practices of solid waste management based in cleaner production method, in order to identify opportunities to optimize the management of waste and minimize its generation. It was found in the study that the company has a management program well defined residues, however, there is no technical support, support of direction or studies that enable the success of this activity, leaving the existing multifunctional team responsible only monitoring the output of materials for subcontractors. In order to align with the waste management legislation, proposed the preparation of a Management Plan for Solid Waste, constantly being monitored and updated on a continuous improvement process. We also propose best practices in manufacturing and materials handling through training sessions with employees and operational changes

M.Com. (Business Management) / The opportunity to create a case where students can apply their knowledge and insight pose a number of challenges. The purpose of this study was to create a case study that encapsulates various management opportunities and dilemmas that businesses face on a daily basis and explore possible questions and solutions, as well as reflect on the output ofthe process. This mini-dissertation starts by orientating the reader regarding the objective of the study, method followed and academic overview. It includes an overview of the evaluation criteria required to test the use and applicability of the case study. The case study "SwisslT: New horizons in stormy waters" is presented with a number of critical questions. A facilitation manual follows the case study and provides a structured grouping of the questions, an overview of didactic principles and discusses possible answers. The dissertation concludes with an evaluation of the case study and the answers by summarising the input received from facilitators, practicing managers and a management consultant. The conclusion drawn from this study is that the utilisation ofcase studies and the case method is not limited to only being a teaching tool. The process ofcreating and evaluating a case has value in itself. It not only supports the constructivist approach to teaching, but it also creates a platform for the identification offuture research topics as incorporated at the end of this study.

M.Comm. / Telkom is currently busy with extensive re-engineering of its customer interface operational structures. The primary goal of this study is to measure the impact of these re-engineering processes on Telkom customers' perceptions of service quality by way of tracking the impact of the current Telkom re-engineering process on customer satisfaction. The study consists of both a literary review and an empirical survey. The literature review consist of a study of service quality, the re-engineering process required in order to improve service quality, and service quality improvement in the South African environment with specific reference to Telkom. The empirical survey consist of comparing two research reports on customer service quality in Telkom. The research reports are the result of the customer satisfaction satisfaction monitor program that Telkom initiated to track customer perceptions of service quality. The main conclusions of the study are as follows: Many organisations' transformation efforts fail because of ineffective planning and execution. Research have identified various reasons why transformation efforts fail and what steps are crucial to the success of any transformation process. The studies have shown that there are no single success recipe when it comes to organisational transformation methodology. The micro environment as well as the macro environment influencing the organisation determines the manner in which a transformation process is structured, implemented and managed. This includes the strategic intent guiding the organisation, the architecture (or design) of the organisation; and the relationships between all the organisational stakeholders. The implementation of a chosen transformation process is essentially a team effort with strong leadership crucial to its successful management. The process can succeed or fail depending on the success of this alone. Culture change within the organisation is also crucial to success. The hardest part of transformation is getting employees not only to act differently, but to think differently as well. Employee's styles (the ways they think and behave) and their attitudes (what they believe is important about their work) must be realigned to fit the new process. It appears that South African organisations are not sufficiently prepared for the opening of its markets to international competition. Especially in highly competitive environments, a lot of South African organisations have been adversely affected. These organisations have not planned sufficiently for this threat and as a result few or no transformation efforts have been initiated to improve service levels to the standards of their international competitors. Telkom will play a key role in the future competitiveness of South African businesses. Through the effective provisioning of telecommunications, businesses are provided with one of the most essential competitive tools. According to the Telecommunications Act no 103 of 1996, Telkom are excluded from competition for the largest part of its business until 2001. Telkom has until then to raise service levels to international levels so as to attain customer loyalty when the period of exclusivity expires. To be as successful as possible in this task, Telkom started on a road of transformation in order to attain maximum effectiveness. Part of this transformation includes the constant re-engineering of processes and procedures involving all levels of Telkom. Telkom's Total Quality Management initiatives together with the Customer Satisfaction Measurement programme is geared toward identifying the critical areas where customers perceive Telkom to provide ineffective service quality, implementing action plans to improve the service level standards in these areas and continuously tracking the effect of these improvement initiatives on customer satisfaction levels.

M.Ed. (Educational Management) / Why seek to develop school leadership? Apartfrom the advantages that accrue to one'scareerfrom the demonstrated ability topersuade others to work towards intended results, what does the practice of continuous small acts of leadership do for the development of one's character and accomplishment of organisational aims (Caroselli,1990:199) ? How do we persuade others? Do we persuade by resorting to Taylor's scientific management ( Sergiovanni and Starratt.1993 : 12 ) where control, accountability and efficiency are emphasised within the atmosphere of clear-cut manager-subordinate relationship, where the recipe is to identify the best way, develop a work system based on the research of, communicate expectations to workers, train workers in the system, monitor and evaluate to ensure compliance? Or as Kok, Smith and Swart (1992 : 9 ) put it, through an invitational stance of the school leader, where intentionality, respect, trust and optimism are the basic qualities of the school leader ? The invitational stance which is based on the assumptions that all persons are valuable, able and responsible and ought to be treated accordingly, that education is a co-operative process which cannot succeed without the participation of all concerned parties, that the process is just as important as the end product, that all persons have relatively untapped potential in all facets of living given the right condition, and that potentials can best be realised through places, policy, procedures and programmes which are specifically designed to invite development and by people who intentionally behave invitationally, both personally and professionally, towards others ( 1992: 2). What are these small acts of leadership? These are some of the questions which come to mind after analysing Caroselli's statement above as far as educational leadership is concerned. .Total Quality Management represents a line of thinking which resembles the ideas of many writers on business and educational management, since the start of the eighties. On the one hand writers like Sergiovanni and Starratt ( 1993 :287) see schools as non-linear and looselycoupled organisations, where employees should be bounded by a common vision and shared set of values, where colleagiality and enablement could become the main motivational factor in committing members of the organisation to a common cause. On the other hand, Blanchard, Zigarmi and Zigarmi (1987 :75) summarise four leadership styles which are appropriate for different development levels based on competence and commitment of the employee-teacher as changing from directing to coaching to supporting to delegating as performance improves. In organisations which are moulded according to the Taylor model ( Sergiovanni and Starratt, 1993 : 12) leadership is through issuing commands, enforcing compliance and controlling the activities of employees. The philosophy of Taylorism, is still in place in many schools today. The hierarchical nature of this form of organisation, implies that the teacher's priority is to please the superiors first at the expense of the customer- the student.

The practices of risk management are important in business, because they allow organisations to improve communication with all stakeholders and to be upfront and proactive in dealing with risks. Risk management also supports the achievement of the organisation’s strategic objectives which leads to a controlled working environment characterised by quality, efficiency and effectiveness. As such it is necessary to understand risk management, its benefits, significance and importance in implementing an organisation’s responsibilities. This understanding is especially vital for ECSECC so that risk management is utilised to achieve strategic objectives in a more deliberate manner. This qualitative study was conducted to demonstrate how ECSECC uses risk management to achieve its strategic objectives by analysing ECSECC’s risk management initiatives, their effectiveness and ultimately to provide recommendations to improve the current practices. The total population of nine executive managers from ECSECC was sampled and the data was collected through personal interviews and the content analysis of ECSECC documents. The findings of the research showed that ECSECC was aware of its risk and risks were identified for 2015/2016 and recorded in ECSECC documents. This awareness was also confirmed by the interview findings. The interview findings also revealed that risk management is indeed embedded in ECSECC activities and there are various risk management interventions in place. However the risk management interventions in mitigating the identified risks were relatively ineffective as certain shortcomings were identified. The study is beneficial to ECSECC management in order to ensure that the current risk management initiatives are effective and that there is a clear connection between the utilisation of risk management in achieving ECSECC’s strategic objectives. Organisations similar to ECSECC can also learn the importance of managing risks effectively to achieve strategic objectives and the benefits of risk management as a management tool.

M.Ing. / Project cost control constitutes one of the three most important aspects in managing a project effectively. The other two items are time and quality. In order to control the cost aspect of a project as effectively as possible, up-to-date information is needed. This points to a properly integrated cost control system that simultaneously supports all the needs of project management. Fortunately in todays engineering environment, information systems have evolved to such a level that simultaneous support to all aspects of project management is achievable. It is the goal of this thesis to investigate how to do proper cost control and status reporting in the correct manner and as effectively as possible by making use of modern information systems in order to increase to productivity levels of organisations. Ways in which the cost controlling process can be integrated with the status reporting process will be investigated. A case study will be done in the author's own project engineering environment and improvements to the process will be made in order to increase productivity levels in the author's working environment.

M.Tech. (Operations Management) / This study has demonstrated that continuous quality improvement and total quality management are the names for a philosophy of management that aims to help outcomes in both the individual and organizations of all kinds, eliminating quality waste during health care delivery service. In an effort to make a contribution to addressing the current challenges, areas of poor patient and lack of quality health care are explored in this study. Patients and healthcare professionals‟ views on Quality Management (QM) practices are also explored. Therefore, for the purposes of this dissertation, the researcher has expanded the QM definition. The poor patient care and shortage of skilled nursing practitioners‟ in nursing has indicated the need for top management commitment to measure, improve and provide high-quality health care for all its citizens. This is mainly due to lack of quality knowledge and skills, patients‟ education, and communication skills. In addition, no formalised framework exists on how quality of care in the context of nursing should occur, despite policy on quality health care being a legal requirement (National Department of Health, 2007:11). The purpose of this dissertation was to evaluate quality management practices in the Ekurhuleni Metropolitan Municipality public hospitals. Quality management for health care delivery in public hospitals in Gauteng Department of Health was determined and conceptualised and a framework developed on which the improvement of a quality strategy could be based. Altogether three (3) public hospitals throughout Gauteng Ekurhuleni region participated in this dissertation. A triangulation approach was adopted to collect data, analyse and answer the research questions. In this dissertation both quantitative and qualitative methods of data analysis were employed to analyse data derived from self-administered (open and closed) questionnaires, whilst semi-structured interviews were also conducted with the hospital unit manager (see Annexure 1 & 5).This, in turn, increased the validity of the empirical study part of this dissertation and enhanced the rigorous use of both quantitative and qualitative data.

This thesis focuses on the topics of Business Continuity Management and Disaster Recov-ery Management in the context of small and medium sized businesses which offer or use IT services in the cloud. The aim of this thesis is to carry out a theoretical research of BCM and DRM in the aforementioned context and to analyze situation in a specific company based on the results of the research. This includes analysis of specific incidents that hap-pened in the company, analysis of how the company reacts to the incidents and how are the incidents logged and reported. The analysis identifies weak spots in the company and their potentials of improvement. The most serious weak spot discovered is that BCM and DRM are not implemented in the company. In the last part this thesis suggests measures to im-prove the situation in the specific company. That includes both specifying general goals and procedures and also defining specific policies, plans and reaction schemes. Specifically those are politics handling the incidents categorization, warning and communication, inci-dent reporting and performing maintenance.