The tension uncovered during this study is between two worlds: the very pragmatic and enormously challenging world of managing in a rapidly changing and highly competitive global market, and the scientific world of strategic management thinking and the concern that contemporary strategic management is unable to deal effectively with the modern dilemma of globalisation. This dilemma is as a result of change; before a current scenario can be solved, the next evolution of scenarios is upon the business community. In today's turbulent world, globalisation is sweeping away the market and industry structures that, historically, have defined competition. Swept away with them are the classic approaches to strategic management, nearly all of which mistakenly assume that a predictable path to the future can be paved from the experiences of the past. The solution: Strategy should be dynamic and should change constantly in order to contend with external turbulences. Organisations should brace themselves for a future of hyper-competition. They should respond to these rapid changes in the business environment by adopting a new approach to strategy, one that combines speed, openness, and flexibility. Organisations need: an ability to sense changes in their environment; an ability to understand the impact, of this change, on the whole; a willingness to adapt to change; and an ability to adapt. Experimenting with new strategies is also important. Constant testing, adaptation and building on what is found to be successful with customers is the way ahead, especially when one is trying to re-invent the value provided, or the way in which it is produced and delivered. The overall purpose of this experimental strategic learning and management process is to establish which strategic options or elements thereof are robust across the possible competitive scenarios, and use the healthiest elements to develop your strategic intent - your core strategic focus or theme.

This study attempts to investigate one of the most cited reasons for the failure of organisational change efforts: individual resistance to change. It also seeks to determine what personal manifestations need to exist in order for an organisation to adequately establish the extent to which a proposed change effort will yield a successful outcome. This was evaluated through the job constructs of communication, job-insecurity, participation, procedural justice and trust. The research also Management and Change Agent roles within the change process to determine whether this had an impact on the individual change experience at a cognitive and behavioural level. In a South African Motor Manufacturing company data was obtained from 306 respondents. The findings clearly indicate that a positive experience of the job constructs is likely to result in positive individual change which will result in a successful implementation and sustainability of the change initiative.

Customer relationship management (CRM) as an academic subject and a business tool is as relevant today as ever before. As part of the CRM model banks have implemented the concept of relationship banking. The retail banking industry has been troubled with the issue of customer loyalty as both personal and commercial customers have shown the tendency to utilise different products and services from different banks or financial institutions. The problem seems to be Customer Loyalty (or is it?), which as a field of research has been exploited in recent years. The aim of the research report will be to contribute to the existing research on Customer Loyalty and the effects of Relationship Banking (as part of a CRM model) thereon. / Relationship banking, as exemplified by retail banks, is a valuable enabling strategy that promotes competitiveness and provides sustainable success. The utilisation of relationship banking as a business strategy to increase customer retention, create customer loyalty and ultimately increase long-term profits is a relative young tactic, originating in the 1980s and gathering pace during the 1990s. The correct application of relationship banking could impact on the bottomline of banks favourably. Hence the positioning of this research to investigate the effect of the relationship banking offering on customer loyalty, and its use in realising customer loyalty and long-term value from relationship banking initiatives. The retail banking industry in South Africa is a complex and very competitive environment, which is dominated by the big four banks (ABSA, First National Bank, Nedbank, and Standard Bank). It is a business imperative for the management of the banks to ensure that they establish, develop and improve relationships with their most important asset, their customers. Operating in such a dynamic environment requires of banks to fully understand all the factors of relationship banking that affect their success and market share. What is the impact of relationship banking on customer loyalty, and what are the possible results that can flow from a close relationship between bank and customer? The main research hypothesis states that business customers who receive the relationship banking offering from their retail bankers are more loyal towards their bank than those business customers who do not receive the relationship banking offering. With this in mind the research seeks to clarify specific primary objectives based on the hypothesis: • To investigate the impact that relationship banking has on the loyalty of business banking customers in the retail banks in South Africa. ii • To identify the critical factors of relationship banking that can influence customer loyalty. • To identify the benefits of relationship banking and customer loyalty. The research composed of a field study in the retail banking industry, with a sample of 80 business banking customers with a close business relationship with their banker or having a personal banker looking after the relationship, and 80 business customers without a close business relationship with their banker or no personal banker looking after their relationship. The survey focused on the attitude or perception of business customers based on relationship and loyalty dimensions. The research, in combination with the literature review provided valuable insight into the factors influencing relationship banking, its value as part of a retail business banking proposition, as well as the effect it has on customer loyalty. It also provided insight into the importance of customer loyalty and its impact on customer retention and long-term profitability. It is clear from the literature review and research that a relationship banking offering adds value with regard to customer retention and loyalty. The results and findings from the research and literature review represent a remarkable difference between the perceived levels of customer loyalty of the two groups. This is an indication that relationship banking affects customer loyalty positively. The critical factors of relationship banking that were found to influence customer loyalty included the value proposition, service and quality, employee competency (relationship banker), price, reward and recognition, and communication. The benefits of developing and building customer loyalty included: retention of customers and staff, customer satisfaction, trust, word of mouth referrals and growth, cost reduction, cross-sales, profitability (relationship lifetime value) and enhancing the bank’s competitive advantage. iii The researcher recommends that retail banks must continue to implement relationship banking offerings across all business customer segments. A possible consideration will be to divide the relationship banking offering on different levels: high-touch; medium-touch; and low-touch. These different value propositions should represent mutual (bank and customer) requirements and financial feasibility for banks. Banks must place customer-centricity at the core of their relationship banking strategy. To support the relationship strategies banks need to understand the behaviour of their customers and their buying habits. Market segmentation is a critical aspect of relationship marketing and the segmentation of business customers must be in line with the different levels of relationship offerings. Segmentation should also be in line with customer value or customer profitability, complexity of financial demands, annual turnover and industry. This segmentation will allow banks to provide the correct relationship banking offering to the right customer. To support the segmentation process banks need to be able to determine the individual customer profitability. Management information systems must be developed and used to determine the customer’s profitability. Once the segmentation has been concluded banks must implement and use applicable CRM strategies and CRM systems to complement the relationship banking offering. It’s about knowing their customers well enough to determine the kind of relationship they would like to have. Banks must also try to extend their CRM strategy across all customers. The support from top management and understanding of the relationship banking offering is critical as a lack of support can derail the success. The main recommendations for further study that transpired from the research included: • Research on the calculation of relationship life time value. iv • Research on a model for appropriate market segmentation of business banking customers in South Africa. • Research on the importance of reward and recognition strategies to valued customers, plus loyalty programmes. • Research on the key characteristics of relationship bankers.

The job diagnostic survey will be used to gather data on job satisfaction and motivation from the chosen data set. This is a structured questionnaire which provides quantitative results. These results wil be used to calculate the motivation potential score for each individual. Statistical methods will then be used to evaluate the results. This information, together with theory such as Hertsberg's 2-factor theory and Hackman and Oldham's job characteristics model will be used to propose ways of enhancing the jobs of graduate South African engineers. This will improve their job satisfaction and motivation allowing companies to attract, retain and gain greater performance from them. / This research has three main purposes. Firstly, it examines the level of job satisfaction and motivation of engineers and actuaries in South Africa and compares this with other groups. Secondly it examines the role of job design in their job satisfaction and motivation. Thirdly, it recommends ways to increase the level of satisfaction and motivation. The research methodology was based on Hackman and Oldham’s Job Characteristics Model (JCM) and accompanying Job Diagnostic Survey. It states that high satisfaction, motivation and effectiveness will result from the presence of five job characteristics as long as certain intervening factors are also present. It was found that Job design, as proposed by the model, does contribute to satisfaction and motivation. Relative to other groups of employees, actuaries and engineers in South Africa are satisfied. Of those surveyed, civil engineers had the highest level of satisfaction and electrical engineers the lowest. Actuaries scored higher than engineers. The results of this research suggest organisations should increase feedback to employees and improve opportunities for growth. Further research should be done on the intervening factors and the effects of demographic differences within the two groups.

The peaceful transition from apartheid to a democratised society is one of South Africa’s most impressive achievements. The attainment of these achievements has placed enormous pressure on the country to “shift to a higher gear”, i.e. increasing the number of players who contribute to the economic development of the country, thus building on its’ political success (Thomas, 1996). The ability to become competitive in the global economy will be determined by the capacity to increase the pool of suitably qualified people and the willingness to accept, value and empower the human talent of all South Africans.

Women around the world are not making much progress up the corporate ladder but instead; many are frustrated and choosing to leave their jobs. The purpose of this study was to identify what challenges are facing senior level women in the corporate world, which would make them leave/desire to leave work and the role played by organisations in this situation. Interviews and survey research were done on a sample of qualified, experienced women over the age of 30, who are either in the corporate world or who have left. The study showed that women are leaving or have a strong desire to leave due to a combination of workplace and personal factors, and that South African organisations are not doing much to retain them. The implication of this is that they are going to continue losing high calibre women, if they do not implement effective retention strategies very quickly.

The research aims to establish a framework whereby performance management systems can be assessed in terms of its effectiveness. The industry in which research is conducted is the call centre industry in South Africa. / The field of Performance Management is receiving more attention today than ever before. This is due to the fact that many companies are becoming more and more frustrated by the ‘disconnect’ that exists between formulating their strategy and successful delivery against it. The aim of this research is to determine how performance is managed in organisations, but more importantly, how it should be managed. To this end, this research considers the total endeavour required to manage performance as a system, and wishes to contribute towards specifying how this system must ‘hang together’. This research is conducted against the backdrop of the call centre industry in South Africa. The call centre industry is an area of potential growth in South Africa and in need of evaluating and improving their performance results to meet or exceed the international benchmarks. This level of global pressure makes call centres an appropriate subject of analysis on a topic such as Performance Management. The nature of this research was mostly exploratory, by firstly reviewing existing theory and literature relevant to this subject. Subsequent to this, two assessment instruments were used to assess the desired situation with regards to Performance Management Systems in South African call centres. The one instrument was developed as a result of the theory and literature reviewed during this research project (the PMSAI). Another, existing, instrument, the PMA®, (De Waal, 2004) was also used to provide a different view and provides an opportunity to triangulate this project. It also addresses the current status of Performance Management Systems in South African call centres to highlight shortcomings as a basis to review and improve these systems. The main findings of this research are that a successful Performance Management System should take cognisance of a number of factors in- and outside of the organisation as well as the interplay between ‘hard’ and ‘soft’ elements in the system. Examples of these factors are the industry and focus of the organisation, as well as what the Performance Management System must be used for. Examples of ‘hard’ vs ‘soft’ elements are responsibilities for performance targets (hard) and the level of buy-in to achieve the targets (‘soft’). In the end, a perfect ‘answer’ to Performance Management is elusive and is likely to remain so mainly due to the inherent complexity and level of variety that this system must cater for.

This study is aimed at investigating the effect of mergers and acquisitions on the share prices and dividends involving South African companies in the food and beverage industry. A sample of 79 mergers from 1999 to 2005 was used. The data was analysed using the event study methodology and descriptive statistics. In addition, the paired t-test was also conducted to test the significance of the results. The results were presented using graphs, tables and charts. The results showed that target companies obtained negative abnormal returns during the announcement of mergers while acquiring companies on the other hand received positive abnormal returns. The results imply that it can no longer be generalized that target companies always win and acquiring companies lose during the merger activity. On the other hand, the dividends for target companies increased significantly after the merger, while the dividends for acquiring companies remained insignificantly negative after the merger. / Graduate School of Business Leadership / MBL

The case study explores how leveraging on experience, risk and control can be used to enhance a late-entrant globalisation strategy.

This study will focus on the South African sugar generic marketing campaign and compare this initiative with other generic food commodity marketing campaigns with the objective of identifying appropriate methodologies for measuring generic marketing campaign effectiveness / The purpose of the study is to determine if consumer attitude towards sugar is an indicator of sugar consumption behaviour. Attitudinal statements were developed using the results of a segmentation study, which classified sugar consumers into six segments. These statements, which were characteristic of consumer attitudes towards sugar, were included in a national survey of 2 516 respondents to test sugar consumption behaviour relative to consumer attitudes. Conventional statistical methods were applied to analyse the sugar consumption behaviour of respondents within the six attitudinal segments. It was found that there is a direct relationship between consumer attitudes towards sugar and sugar consumption behaviour. Consumers with a positive predisposition towards sugar were found to consume significantly more sugar than those in negatively predisposed segments. According to attitude theory, which suggests that attitude can be influenced and changed, the study concludes that generic advertising is an appropriate communication tool to influence and change the attitudes of negatively predisposed sugar users in order to improve sugar consumption. Furthermore the segmentation based on attitudes provides a method for measuring the success of advertising initiatives by monitoring the movement of consumers between positive and negative segments. / Graduate School of Business Leadership / MBL