Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2009. / Irrespective of the nature of organisations, they all face a certain amount of uncertainty and risk. In order to maintain resilience, competitiveness and performance, organisations must have a system in place to manage the risks associated to their organisations. The challenge is to determine how much risk and uncertainty is acceptable, and how to cost effectively manage the risk and uncertainty while meeting the organisation's strategic and operational objectives. For many large organisations, quality or so called 'customer perceived quality', has become an issue of survival. Furthermore, increased competitiveness is necessary in order to become the obvious choice for the customer. Corporations must have long term goals and Quality Management Systems serve as organised mechanisms to manage quality, effectiveness and competitiveness involving everyone at all levels of the organisation. An understanding of culture in organisations can thus offer insight into individual and group behaviour, and leadership. Furthermore, it can help to explain not just 'what' happens in an organisation, but 'why' it happens. Companies view culture as something to be influenced to achieve organisational goals of productivity and profitability. Attempts to change the culture of an organization, may meet with varied levels of success. The emphasis on quality building products, have been the focus of the construction industry in South Africa. As a supplier of extruded aluminium profiles to the building industry, Hulamin Extrusions is also faced with typical challenges representative of the industry and as a result, the following aspects would be subjected to research scrutiny: ~ Introduction of a Quality Management System. ~ The challenges of organisational culture. ~ The need for change management. ~ Facilitating the implementation of the system. ~ Continuous Improvement. The researcher anticipates finding ways to improve organisational culture, which in turn would facilitate quality improvement within the organisation.

The aim of this survey is to evaluate the quality of customer service delivery offered by the East London public transport commuter rail service provider Metrorail, a division of the state owned enterprise (SOE) PRASA. The former tolerant rail commuter has become increasingly frustrated at the ever-decreasing quality of rail service delivery. This is evidenced by increasing incidents of commuter arson to failed rail assets and the practice is considered to be a strategy to enforce the replacement of unreliable infrastructure and ineffective/reactive management controls. The objectives of the research are guided by three fundamental service quality indicators. In order to evaluate these indicators, the research focuses on whether the quality of customer services provided by Metrorail meets commuter expectations, whether commuters rank five dimensions of service quality differently and whether the level of service quality provided is perceived differently amongst the various demographic commuter segments. Service organizations which are highly interactive, labour-intensive, reliant on a number of service providers, required to perform at various locations and have high intensity/volume operations, will be susceptible to failure; Metrorail services fall into this category. The legacy of the apartheid era regime and strategy resulted in poor rail planning and underfunding. Commuter rail operations in South Africa are fraught with a myriad of inadequacies of the past that only now manifest. As a consequence, their ability to operate effectively and efficiently is impaired. The situation is further exacerbated by the global economic crisis of 2008 and the impact of constricted budget allocations by the State to all SOE's which could further impede the interventions and innovation required to improve service quality. The in-depth literature review provided sufficient information relating to a wide array of service organizations similar in nature to Metrorail. This information is translated into useable knowledge and recommendations from which Metrorail can benefit. The research methodology is clearly articulated and the data analysis ensures distinct findings which are discussed in the final chapter. The research undertaken identifies and prioritises the service quality attributes and dimensions that will require redress to improve overall service quality. The findings are clearly defined from which a set of recommendations are suggested.

Thesis (D. Tech.) -- Central University of Technology, Free State, 2008 / The purpose of this study was to evaluate brewing and consumption practices and to screen for micro-organisms and mycotoxins associated with traditional beer produced and consumed in the marginal urban settlements of the city of Kimberley in the Northern Cape Province of South Africa. The survey study revealed that traditional beer is no longer being brewed for traditional purposes only, as was the case in the past, but rather for commercial gain. Both brewers and consumers, however, appeared to be largely unaware of disease-causing micro-organisms present on the hands or bodies of handlers that can be transferred to the beverage during the handling process, and were seemingly not conversant with regard to the effects of hazardous ingredients sometimes incorporated during the brewing process. Unemployment and a lack of education emerged as pivotal factors related to the production of traditional beer and the ignorance of the associated safety thereof. The survey further indicated that although facilities such as the availability of potable water (taps in yards) and flushing toilets were sometimes in place, other facilities such as basins with hot running water were often not available. In commercially produced and homebrewed traditional beer the mean counts for total coliforms and Staphylococcus spp. were circa 105 cfu.ml-1 whereas the TVC (Total Viable Counts) and total fungi counts were 106 and 107 cfu.ml-1 respectively. The total coliforms and Staphylococcus spp. counts for homebrewed traditional beer were approximately one log-phase higher than the commercial version. The counts in the homebrewed beer probably originated from contamination during handling, while in the commercial product contamination originated either in the raw ingredients or during postprocessing and consumption. Apart from staphylococci, considerable numbers of total coliforms indicating faecal contamination were noted. A rapid, easy, reliable and accurate technique that could be used to quantify the level of mycotoxins (deoxynivalenol and citrinin) in the beer was developed through validation of the ELISA Ridascreen methodology. Using this method, the deoxynivalenol (DON) level in the beer samples was found to exceed the recommended levels suggested by the European Union, while citrinin levels in the samples varied between 35.6 ppb and 942.2 ppb. In the case of citrinin there were statistically significant differences between spring, summer and winter samples, confirming the seasonal impact on fungal growth and consequent mycotoxin production. An R2-value of 0.409 was noted between DON and citrinin, indicating a weak positive association. Finally, an awareness programme in the format of a poster with accompanying subscripts was developed to address issues of safety and hygiene of traditional beer in the study area. The poster utilises animatedstyle colour images of selected practices that need to be addressed, accompanied by slogans summarising the particular image in English, Afrikaans and Setswana. It is envisaged that, as part of a comprehensive awareness programme, the poster will contribute greatly to the quality, safety and promotion of traditional beer in the area.

The purpose of quality control within internal auditing functions is to ensure that internal auditing functions add value by providing a quality service. The aim of this research project was to investigate the importance of quality control within internal auditing functions as prescribed by the standards and guidelines of the internal auditing profession. It was also attempted to determine to what extent these standards and guidelines are applied within internal auditing functions in South Africa. The study concluded that quality control is not adequately applied within all internal auditing functions in South Africa. Compliance with the internal auditing standards (implemented on 1 January 2002) should contribute to improve the situation. The internal auditors’ professional body should motivate internal auditing functions to exercise quality control according to the internal auditing standards. This will uplift the image of the internal auditing profession and ensure the future existence of internal auditing functions. / Auditing / M.Comm.

Quality assurance forms an integral part of education and training programme delivery. The purpose of this research was to determine whether the quality management systems (QMS) used by nursing education institutions in Gauteng are aligned to the SAQA criteria and guidelines for education and training providers. A quantitative, descriptive and exploratory design was followed using a self-administered questionnaire as data gathering instrument. A total of 32 respondents from three selected nursing education institutions completed the questionnaire. The data were analysed by using the Statistical Package for Social Sciences (SPSS) program. The findings revealed that the nursing education institutions only partially comply with SAQA’s core criteria for quality management systems. Recommendations to improve the current QMS were made. / Health Studies / M.A. (Health Studies)

Thesis submitted in fulfilment of the requirements for the degree Master of Technology: Consumer Science: Food and Nutrition in the Faculty of Applied Sciences at the Cape Peninsula University of Technology 2012 / The chronic diseases of lifestyle, tuberculosis and Human immunodeficiency virus/Acquired immunodeficiency syndrome have a high prevalence in South Africa. These diseases are characterised by oxidative stress and a chronic inflammatory state that contribute to both the development and the acceleration of these diseases. Research into the phytochemical plant food components suggest that these substances could possibly play a vital role in the prevention of such disease. Corn steep liquor (CSL) is a waste product with an exceptionally high polyphenol content and total antioxidant capacity (TAC). This led to the suggestion that it could be utilised in the development of food products with functional food characteristics. Stock cubes, due to the widespread use among consumers of different socio-economic backgrounds, were identified as vehicle for the delivery of the CSL with its phytochemical content. This lead to the development of a stock cube utilising CSL as a source of phytochemical polyphenolic antioxidants with the micronutrients zinc, selenium and copper as added support to immunonutrition, along with iron due to the wide spread prevalence of iron deficiency in the South African population. The acceptability of the developed stock cube was tested by preparing savoury rice and pea soup and having blue collar (n = 50) and white collar (n = 49) participants rate the acceptability on a 9-point hedonic scale, ranging from “dislike extremely” to “like extremely”. The savoury rice received a 41% “like very much” rating followed by a 24% “like moderately” rating. The pea soup was rated even more positively as it received a 42% “like very much” rating and a 29% “like extremely” rating. In addition, among the blue collar participants, significant (p < 0.05 for each) findings occurred with a greater liking of the sample dishes prepared with the developed stock cube by participants of the ethnic Black grouping, with Xhosa as home language and being married, as well as those participants who habitually prepare the meals in the household. A significant (p < 0.05) finding with the white collar participants was a greater liking of the sample dishes prepared with the developed stock cube among those participants who would be willing to make use of a stock cube with health benefits. The developed stock cube was also subjected to six months accelerated shelf-life stability testing, reflecting twelve months real time storage. The parameters measured were microbial growth, oxidative rancidity, antioxidant status and organoleptic changes. All microbial growths tested remained within the acceptable specification ranges. Oxidative rancidity, measured as the peroxide value, was detected analytically at the fifth and sixth samplings, but was not detectable organoleptically. The antioxidant status, measured as the TAC and the total polyphenol content, remained relatively stable during the testing period. Though no noticeable organoleptic changes were observed during the stability testing, there was a darkening of the colour by the second sampling. The results of the acceptance testing, as well as the shelf-life stability testing, support the conclusions that the study objectives of developing a stock cube with functional food characteristics and it being received positively by consumers were achieved. Keywords: stock cubes; corn steep liquor; phytochemicals; consumer acceptance; new product development

The purpose of quality control within internal auditing functions is to ensure that internal auditing functions add value by providing a quality service. The aim of this research project was to investigate the importance of quality control within internal auditing functions as prescribed by the standards and guidelines of the internal auditing profession. It was also attempted to determine to what extent these standards and guidelines are applied within internal auditing functions in South Africa. The study concluded that quality control is not adequately applied within all internal auditing functions in South Africa. Compliance with the internal auditing standards (implemented on 1 January 2002) should contribute to improve the situation. The internal auditors&#8217; professional body should motivate internal auditing functions to exercise quality control according to the internal auditing standards. This will uplift the image of the internal auditing profession and ensure the future existence of internal auditing functions. / Auditing / M.Comm.

Quality assurance forms an integral part of education and training programme delivery. The purpose of this research was to determine whether the quality management systems (QMS) used by nursing education institutions in Gauteng are aligned to the SAQA criteria and guidelines for education and training providers. A quantitative, descriptive and exploratory design was followed using a self-administered questionnaire as data gathering instrument. A total of 32 respondents from three selected nursing education institutions completed the questionnaire. The data were analysed by using the Statistical Package for Social Sciences (SPSS) program. The findings revealed that the nursing education institutions only partially comply with SAQA’s core criteria for quality management systems. Recommendations to improve the current QMS were made. / Health Studies / M.A. (Health Studies)

Thesis (MTech (Engineering))--Cape Peninsula University of Technology, 2008 / While there is a standard for quality and environmental auditors, there is no local or international standard for food safety auditing, which means auditors from different certification bodies can use their own discretion when auditing food establishments. There is a requirement to investigate the quality of work performed by South African food safety auditors. in order to establish whether they do in fact add value when conducting registration and certification audits. This is also an indication of the importance of improving and maintaining a high standard of food safety in the food services industry. The overall concept of food safety in South Africa IS clearly not defined. understood by only a few consumers, and not widely accepted. Research has shown that food retailers in South Africa in general do not believe food safety auditors are competent. In the wake of the Sudan Red scare two years ago. a long awaited food safety initiative was launched in February 2006. The scare pertaining to a carcinogenic food dye. which found its way into spices on local supermarket shelves, mobilized food industry role players to improve food safety standards. Under the auspices of the Consumer Goods Council of South Africa (CGCSA), the body responsible for establishing best practices and implementation standards, Food Safety South Africa (FSSA) will enable an organization to determine the exact nature and extent of possible and actual problems along the food supply chain. The key objectives of this research study are to determine whether one food certification standard is needed in South Africa and to assess the value added by the food auditors to their clients. Social research will be conducted within the ambit of the dissertation, with case study serving as research method. Both quantitative and qualitative research paradigms will be used to gather data for the research survey in support of the research question. forming the crux of the dissertation which reads as follow: "How can food safety auditors increase value added to the audit process in food environments in South Africa?"

Thesis( MTech( Marketing Management)) -- Cape Peninsula University of Technology, 2011 / South Africa’s retail sector is competitive, and is characterized by a tough and uncertain business environment (Barlow, 2002:21). Amidst such challenges, Dotson and Patton (1992:15-28) found that retailers do not deliver desired services to their customers. To ensure competitive survival, retailers should differentiate themselves and continuously seek ways to maximize the value that they offer to their customers (Parikh, 2006:45-55). Service quality has been identified by Berry (1986:1-9) as the most basic strategy for retailers to create competitive advantages and to improve customers’ shopping experience. This study focuses on determining consumer perceptions of service quality of large clothing retailers within the Cape Metropolitan area, with the aim of identifying areas for improvement, as well as service quality determinants, which are most important to consumers.Secondary objectives include: to establish consumer expectations in terms of service quality determinants; to establish, which areas of service quality require improvement; to provide recommendations to improve service quality based on findings from the study, and to compare consumer perceptions of service quality amongst ad hoc shoppers against those who have accounts (credit facilities) at various retail stores. Quantitative research was conducted by means of face-to-face survey research, and includes results from 120 questionnaires. Interviews, which took the form of store intercepts, were conducted outside the entrance of selected retail stores, and took place during the last week of March. Stores were selected through random multi-stage sampling, while respondents were selected through a systematic sampling process. A descriptive research design was used. The content of the questionnaire was developed based on Dabolkar, Thorpe and Rentz’s (1996:3-16) RSQS structure, which captures the dimensions of service quality in retail stores. Data was analyzed by using SPSS software, and was presented numerically by making use of charts. The major findings of the study relates to levels of consumer satisfaction with the existing levels of service quality delivered by large clothing retailers within the Cape Metropolitan area for ad-hoc shoppers, as well as account holders. The findings of this study could bring about new strategies for the improvement of service quality among large clothing retailers in the Cape Metropolitan area. These strategies will contribute towards creating a competitive advantage through the use of service quality, and will ultimately contribute towards the long-term success of large clothing retailers within the Cape Metropolitan area.