Thesis (PhD (Logistics))--University of Stellenbosch, 2010. / ENGLISH SUMMARY: In an effort to compete globally, South African supply chains must achieve and maintain a competitive advantage. One way of achieving this is by ensuring that South African supply chains are as efficient as possible. Consequently, steps must be taken to evaluate the efficiency levels of South African supply chains. This dissertation develops the composite supply chain efficiency model using variables specifically identified as problem areas experienced by South African supply chains. The composite supply chain efficiency model evaluates the overall efficiency of a supply chain based on three criteria, namely, reliability efficiency, cost efficiency and speed efficiency. It identifies bottlenecks along the supply chain and in so doing identifies key focus areas for firms if they want to improve their overall efficiency and become more competitive. 3 / AFRIKAANSE OPSOMMING: In ’n poging om wˆereldwyd te kompeteer, moet Suid-Afrikaanse voorsieningskettings ’n mededingende voordeel behaal en handhaaf. Een manier om dit te bereik is om te verseker dat Suid-Afrikaanse voorsieningskettings so doeltreffend as moontlik funksioneer. Gevolglik moet stappe gedoen word om die doeltreffendheidsvlakke van die Suid-Afrikaanse voorsieningskettings te evalueer. Hierdie proefskrif het die saamgestelde voorsieningsketting doeltreffendheidsmodel ontwikkel wat veranderlikes gebruik wat spesifiek ge¨ıdentifiseer is as probleemgebiede in Suid-Afrikaanse voorsieningskettings. Die saamgestelde voorsieningsketting doeltreffendheidsmodel evalueer die algehele doeltreffendheid van ’n voorsieningsketting gebaseer op drie kriteria, naamlik, betroubaarheidsdoeltreffendheid, koste-doeltreffendheid en spoed-doeltreffendheid. Dit identifiseer knelpunte in die voorsieningsketting en identifiseer belangrike fokusareas vir ondernemings wat aangespreek moet word as hul algehele doeltreffendheid wil verbeter en meer mededingend raak. / jfl2010

Corporate expenses for IT support of marketing are surging every year, and therefore the processes of marketing support, which contain all the technical aspects of marketing campaign execution and measurement, are attracting more attention than before. The diploma thesis introduces a basic overview of direct marketing and marketing support operations in corporations and presents a reference model to help optimize the marketing support processes. The thesis contains a research of theoretical fundamentals of process modelling and reference model building, a basic overview of corporate direct marketing, an analysis of direct marketing processes and the most relevant processes of marketing support. The reference model, which is based on the outputs from both theoretical parts, includes a detailed description of marketing support processes and outlines the process boundaries in the form of SLA. The model is then tested on two case studies, which emphasize the practical opportunities as well as the major benefits of using the model.