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Stakeholder value creation and financial performance of selected JSE firmsSono, Musa Bryan January 2022 (has links)
Thesis (M.Com. (Accounting)) -- University of Limpopo, 2022 / For organisations to be successful, they need key stakeholders like shareholders,
customers, employees, banks and the community. These stakeholders are essential
in any profit-based organisation. All stakeholders have needs, which have to be
balanced. However, it is difficult to balance the needs of different stakeholders as they
have different preferences. This study seeks to determine how different needs of
stakeholders can be balanced and which of these stakeholders an organisation can
prioritise to create value in the organisation. The study used a quantitative method to
extract secondary data from the Johannesburg Stock Exchange. The judgemental
sampling method was utilised to selected 68 organisations from the JSE, which were
utilised to determine which stakeholder has an impact on the value of an organisation.
The study did not choose any industry but generalised. The results of the study
indicate that shareholders, customers and banks (debtholders) have no effect on the
financial performance of the organisation. This means that stakeholders do improve
value in an organisation. However, the results further revealed that the community and
employees have a positive influence on financial performance. Future researchers can
choose one industry to determine how these particular stakeholders influence the
financial performance of organisations in a particular industry. In addition, more
stakeholders can be identified that are key to organisations. / National Research Fund through Risk and Vulnerability Science Centre
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Virtual Assistants and Their Performance In Professional EnvironmentsPersson, Erik, Torssell, Johan January 2020 (has links)
Contributors from the mid 20th century up to now have developed and refined virtual assistants, taking the technology from a set of rules to assistants driven by Artificial Intelligence. Today, virtual assistants can provide value in organisation and support a sustainable society by conducting basic and repetitive tasks, and help reduce inequalities caused by biased advisors on sensitive topics. Despite its prosperity, current research somewhat lack focus on the evaluation of virtual assistants in industrial applications. The purpose of this paper is to evaluate virtual assistants from a technical, economical and organisational perspective, in order to understand their performance and value in an industrial environment. This has been done in collaboration with IBM and a client company which prefers to remain anonymous in this report. In this company, two IBM Watson Assistants are under development; one for the IT Service Desk, and one for the Ethics & Compliance department. To cover all aspects of the virtual assistants’ performance, quantitative and qualitative methods were used by conducting user testings and surveys. In this process, discussions have been conducted with IBM experts and employees of the firm for which the practical implementation has been studied, to gain a general and specific understanding from different perspectives. From this paper, the following can be concluded. First, technological performance can be described using quantitative metrics such as coverage, confidence, precision and helpfulness, and should be complemented using qualitative measures such as user satisfaction and perceived user understanding. Second, specific technological performance is relative and the technical limitations as well as it’s maturity should be used as a complement to the evaluation of the assistants. Third, identified organisational benefits include: • reduced time-to-resolution, • reduced handling time, • all-hour-support, • scalability and • user understanding Conclusions specific for the use cases show that an assistant implemented in a narrower use case, that is the Ethics & Compliance assistant, easier can be implemented and performs relatively well also in less developed environments. A broader use case, such as the IT assistant, requires more effort to perform at a high level but may be even more beneficial than in the narrow use case once sufficiently refined. / Från mitten av 1900-talet har virtuella assistenter utvecklats och förfinats där teknologin gått från en mängd regler till assistenter drivna av artificiell intelligens. Idag kan virtuella assistenter tillföra värde till organisationer och bidra till ett hållbart samhälle bland annat genom att utföra enkla och återkommande uppgifter samt minska ojämlikheter orsakad av partiska rådgivare i känsliga frågor. Trots framgången har nuvarande forskning inte fokuserat på evalueringen av virtuella assistenter i industriella sammanhang. Syftet med denna rapport är att utvärdera virtuella assistenter från ett tekniskt, ekonomiskt och organisationellt perspektiv för att förstå dess prestation i industriella miljöer. Arbetet har genomförts i samarbete med IBM och en av deras kunder som föredrar att förbli anonyma. I detta företag är två IBM Watson Assistant under utveckling; en för deras IT Service Desk och en för deras avdelning för Ethics & Compliance. I studien har både kvantitativa och kvalitativa metoder använts, däribland användartestning och frågeformulär, för att inkludera alla aspekter av de virtuella assistenternas prestation. I denna process har diskussioner förts med experter inom IBM samt medarbetare på företaget för vilket den praktiska implementationen studerats för att få en förståelse för både generell och specifik kunskap ur olika perspektiv. I denna rapport kan följande slutsatser dras. Ett, den tekniska prestationen kan bestämmas med kvantitativa mätetal så som täckning (coverage), säkerhet (confidence), precision och hjälpsamhet (helpfulness), och kompletteras med kvalitativa mätetal som användarnöjdhet och upplevd förståelse för användaren. Två, specifik teknisk prestation är relativ och de tekniska begränsningarna samt mognad bör användas som komplement till utvärderingen av assistenterna. Tre, identifierade organisationsfördelar inkluderar: • reducerad time-to-resolution, • reducerad hanteringstid, • support ¨öppen dygnet runt, • skalbarhet, och • användarförståelse Slutsatserna i de specifika fallen visar att en virtuell assistent som implementeras inom ett smalare område, som en assistent för Ethics & compliance, enklare kan implementeras samt presterar relativt bra även i en mindre utvecklad miljö. Bredare områden, som en assistent för IT-support, kräver mer arbete för att prestera på en hög nivå men kan vara ännu mer värdefull än assistenten i det smala området när den blivit tillräckligt utvecklad.
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The utility of employee flows as a driver of marketing productivity.Lee, Gregory John 24 March 2009 (has links)
The movement or flow of employees into, around and out of organisations
(‘employee flow’) has long been a central issue in human resource
management and industrial psychology. This is especially so for the specific
element of employee turnover, but also applies to staffing and internal talent
development. Employee flow is especially salient in a South African context
characterised by scarce skills.
The voluminous literature on employee flow has tended to view each element
such as recruitment or turnover separately, and has generally focused on
internal outcomes (e.g. commitment or satisfaction). This thesis attempts to
add two crucial features, namely EF as a whole system (i.e. inflows, intraorganisation
flows and outflows of staff in conjunction), and customer-based
outcomes. Something of a synthesis is thus sought between EF and ideas of
marketing productivity.
Marketing productivity has been proposed as one of the most important foci
of the marketing discipline (Rust, Ambler, Carpenter, Kumar, & Srivastava,
2004; Sheth & Sisodia, 2002). It refers to links between marketing and
organisational performance or value. Models such as the ‘service profit chain’
(Heskett, Sasser & Schlesinger, 1997) identify the antecedents of marketing
productivity to be internal organisation characteristics such as staff
satisfaction or loyalty. This thesis seeks to expand such models in the context
of a system of EFs. Advanced decision theoretic utility theories of EF (e.g.
Boudreau & Berger, 1985) allow for the complete, integrated value of
employee movements over time to be modelled. Such a model is constructed
and links to marketing metrics, notably service perceptions, investigated.
Organisational value arising via the outcomes for customers are further
investigated. Thus increased value of employee movements is proposed to
generate organisational value, mediated by improved customer equity (e.g.
Gelade & Young, 2005).
An empirical, survey-based study was conducted to assess the model. EF was
assessed in business-to-business relationships from the perspective of the
customer using conceptions of decision theoretic utility analysis, and both
intermediate and outcome-based customer perceptions of service quality used
as dependent variables. Moderation effects from frequency of interaction and
integration of the customer into the supply chain were also tested, as well as
controls for characteristics of the transaction, organisation and industry.
Results suggest that EF does significantly affect various stages of service
quality provision, notably ‘potential quality’, which it appears mediates links
to other aspects of service provision, especially final service outcomes. In
addition, EF was also found to affect outcomes through the intermediate
relational element of 'soft process quality', possibly highlighting the
importance of relationship management and soft skills in B2B relationships.
Employee outflows in particular showed evidence of relatively strong effects,
possibly highlighting the ongoing salience of turnover, in particular effective
identification and management of functional versus dysfunctional turnover
instead of a sole focus on retention. Results were significantly stronger for
service industries than others (presumably as service is the outcome), and
when there were relatively few supplier contact staff (perhaps due to social
networking, bonding, exchange or emotional contagion).
This thesis adds substantially to the methodologies underlying service profit
chain models. It explicitly included new constructs (EF utility). Contextually,
it was the first proper test of this model in South Africa. Theoretical
contributions arose from new inter-disciplinary syntheses of utility models,
finally linking employee and customer utilities to the organisation.
Ultimately, practical significance may arise for managerial models, estimating
and justifying human resource interventions.
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Creating competitive advantage through combined assurance in South African organisationsMadondo, Lancelot Nyaradzai 02 1900 (has links)
South Africa has institutionalised the application of combined assurance’s Three Lines of Defence Model (TLDM) through the 3rd and 4th editions of the King Code. Albeit, failure of the TLDM has been documented in recent corporate governance scandals in South Africa. These failures point to the inadequacy of the model in its theoretical underpinnings that place more emphasis on compliance than moral development (acts vs virtue ethics). In this research study, the adequacy of the TLDM was assessed, as well as its effectiveness in dealing with Agency. It was further sought to establish whether competitive advantage could be created through TLDM implementation in South African organisations and to quantify in relative terms, the scope for competitive advantage creation through TLDM application. A mixed research methodology (convergent design) was used to gather quantitative and qualitative insights from governance practitioners in South Africa (concurrently over a cross-sectional time frame). 204 survey respondents and 11 interviewees participated in the study. A statistically valid model for creation of competitive advantage was developed from the quantitative findings while a framework for competitive advantage was developed from the qualitative findings. The findings of the study confirm the inadequacy of the TLDM that it lies in poor implementation by South African organisations than in the model’s theoretical underpinnings. It was concluded that competitive advantage can be created though TLDM implementation in South African organisations, and the scope for creation of competitive advantage is relatively significant. The implementation of TLDM with compliance fixation mediates the creation for competitive advantage through TLDM, while moral development focus in TLDM implementation moderates the relationship between TLDM Adequacy in ethics underpinnings and competitive advantage creation. While the inadequacy of the TLDM was established through this study, the support for the TLDM was still overwhelming, although support for additional levels as contemplated in the Five Levels of Assurance Model (FLAM) was considerable. / Graduate School of Business Leadership / D.B.L. (Strategy and Governance)
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