Thesis (MBA (Business Management))--Stellenbosch University, 2008. / ENGLISH ABSTRACT: An investigation of the servicisation phenomenon and its influence on the product life cycle of high technologically manufactured goods. Rising demand for services and ongoing commoditisation of goods has forced businesses to purse alternatives to differentiate themselves in the market place. This has renewed interest to reposition the unit of exchange from a goods dominant to a service dominant perspective. Although applicability of the product life cycle as a marketing tool has often been questioned, it continues to form a fundamental building block of marketing theory. The purpose of this research report was to determine whether the servicisation phenomenon can be utilised as part of corporate strategy to extend the product life cycle of high technological goods. The primary objective was to gain new insight into the interesting and profitable combination of goods and services within the goods manufacturing industry. The main focus was to test whether a service dominant business model can extend the product life cycle. A case study of the product life cycle of the Apple iPod versus Creative’s digital media player value offerings was analysed. The main finding was that the iPod as opposed to Creative’s media player, did show signs of a longer product life cycle in the role of a service delivery vehicle. The service dominant business model has created many alternative revenue streams for Apple. / AFRIKAANSE OPSOMMING: 'n Ondersoek oor die dienste verskynsel en die invloed daarvan op die produkleefsiklus van hoë tegnologiese goedere. ‘n Toename in die aanvraag na dienste, en voortdurende omskepping van verbruikersartikels in kommoditeite, forseer besighede om na alternatiewe te soek om hulself in die markplek te differensieer. Daar is dus nuwe belang om die eenheid van handel te herdefinieer vanuit ‘n diens perspektief teenoor die tradisionele goedere een. Alhoewel die toepaslikheid van die produkleefsiklus, as ‘n instrument vir bemarkingsbesluitneming, talle keer bevraagteken is, bly dit ‘n hoeksteen van bemarkingsteorie. Die doel van hierdie navorsingsprojek was om te bepaal of die dienste verskynsel gebruik kan word in korporatiewe strategie om die produkleefsiklus te verleng. Die hoof doelwit was om nuwe insig te kry oor hoe ‘n produk en dienste gekombineer kan word om winste van vervaardigers te verbeter. Die hoof fokus was om te toets of ‘n diensgesentreerde besigheidsmodel die produkleefsiklus kan verleng. ‘n Studie van die produkleefsiklus van Apple se iPod is gedoen teenoor dié van Creative se digitale mediaspeler. Daar is bepaal dat die iPod, teenoor Creative se mediaspeler, wel tekens van ‘n langer produkleefsiklus toon, in die rol van ‘n diensleweringsinstrument. Dié diens gesentreerde besigheidsmodel voorsien Apple van vele alternatiewe bronne van inkomste.

published_or_final_version / Business Administration / Master / Master of Business Administration

MTech. in Business Administration (MBA) / Universities of technology and institutions of technology produce electrical engineering technicians and technologists who expect to be employed in the electrical engineering industry. One of the reasons for a shortage of skills is the perception that the engineering industry has concerns regarding the quality of qualified students from universities of technology, because graduates struggle to meet the expectations of the industry. The industry expects them to possess basic skills, which can be utilised immediately. Technological advancement is ongoing and appears that the curricula of tertiary institutions are not keeping abreast of changes. This study aims to establish the perception of the engineering industry of the quality of electrical engineering graduates leaving universities of technology in order to evaluate their employability. Universities of technology should regard industry as their main client, supplying firms with the type of product they need.

Student Number: 0304476F Faculty of Humanities Maters in Arts / The study investigated gender employment practices and conditions of work among small and medium scale enterprises (SMEs) in Gauteng Province of South Africa. A comparison of the practices and conditions between productive and service industries is clearly the major focus of the research. Interviews were conducted on two productive and two service industries (all private) situated in Benoni and Johannesburg respectively. The research found that generally, SMEs, in the productive and the service sectors contribute to job creation. Evidence shows that women are going into previously male dominated jobs like electrical and mechanical jobs, but the movement is quite minimal. This is a sign of progress on the part of women and a shift from the traditional belief that certain jobs are exclusively meant for men. The study found a salient discrepancy between the rhetoric of gender equality and the practice of gender equality in all the industries. There are clear signs that the legislation on minimum conditions of employment is followed in the productive industries than in the service industries but both still stick to the traditional gender division of labour.

In recent years, companies are facing fierce competition and fast advancement of information technology (IT); thus, how to enhance corporate performance and obtain competitive advantage through IT investment in this dynamic environment has become an important issue for academia and businesses. Investigating the impact of corporate IT investment strategy on business performance need an effective performance measurement tool that help organization on the correct objective. We suggested that evaluate business performance through human development, customer management and benchmark management could improve the shortcomings of traditional evaluation tools. This paper referred intellectual capital and included a review of the latest literature on performance measurement and consolidated these findings, examining the interrelationships and the interaction effects among intellectual capital components and organizational performance. Based on intellectual capital and complementary assets theory, we proposed a model with regard to how IT investment strategy impact to business performance. This paper used data envelopment analysis comparing the efficiency of IT investment in information-intensive service industries and used path analysis investigating the relationship of measurement indicators; these analysis is used as the basis of research model of this paper. Since there is time delay in the transfers from IT investment to the market performance, the impact of IT investment on market performance is a problem involving dynamic complexity. Thus, from the perspective of long-term, non-linear, closed-loop causality, this study developed a computerized system dynamics model to analyze the dynamic relationships between corporate IT investment strategy and business performance in information-intensive service industries. The results of this study provided several important implications for IT investment management research and practice. The paper helps managers understand better the dynamic interrelationships in organization design and, in particular, the interrelationships between an organization¡¦s profitability (both short-term and long-term) and investment in human competence, internal process and innovation and relationship building measures with customers. The proposed system dynamics model also provided IT managers with a useful decision support tool for evaluating different IT investment strategies.

This dissertation presents innovative demand management techniques for service systems with limited resources. The first study analyzes demand management policies of animal shelters with limited Kennel space as a set of interacting stochastic queueing systems. In practice, there are two main policies being used, which we call "Kill" and "No-Kill" policies. In a "Kill" system, animals may be euthanized if a shelter is full. Many shelters have moved to a "No-Kill" policy, where they avoid killing for space and adopt other approaches to reduce supply and demand mismatch. Our goal is to provide insights on how No-Kill policies, such as coordination, adoption and neutering campaigns, help reduce the animals' killing rate so that the shelter management can choose the way to effectively solve their problems. In the second part, we consider a topic of demand management for the Sports and Entertainment (S&E) industry, called "Scaling the house", i.e., how to divide seats into zones for different prices to maximize revenue across the venue. From the data obtained from several performance venues in the U.S., we find ticket demand is impacted by locations of seats as well as by price. We characterize closed-form solutions for the optimal two-dimensional zoning decision (with row and column cuts) and the one-dimensional decision (with row cuts), and explore when each model should be applied. The third study considers pricing as a tool to manage demand for the S&E tickets. We develop dynamic pricing with demand learning models where demand is also affected by time left until the show dates. Since the show's popularity is usually uncertain to the seller, we propose a method to learn the overall popularity via Bayesian updates. We perform computational experiments to understand properties of the model solutions and identify when demand learning is most beneficial.

No description available.

Future wireless networks will have to handle varying combinations of multimedia traffic that present the network with numerous quality of service (QoS) requirements. The continuously growing demand for mobile phones has resulted in radio spectrum becoming a precious resource that cannot be wasted. The current second-generation mobile networks are designed for voice communication and, even with the enhancements being implemented to accommodate data, they cannot efficiently handle the multimedia traffic demands that will be introduced in the near future. This thesis begins with a survey of existing wireless ATM (WATM) protocols, followed by an examination of some medium access control (MAC) protocols, supporting multimedia traffic, and based on code division multiple access (CDMA) physical layers. A WATM link layer protocol based on a CDMA physical layer, and incorporating techniques from some of the surveyed protocols, is then proposed. The MAC protocol supports a wide range of service requirements by utilising a flexible scheduling algorithm that takes advantage of the graceful degradation of CDMA with increasing user interference to schedule cells for transmission according to their maximum bit error rate (BER) requirements. The data link control (DLC) accommodates the various traffic types by allowing virtual channels (VCs) to make use of forward error correction (FEc) or retransmission techniques. The proposed link layer protocol has been implemented on a Blue Wave Systems DSP board that forms part of Alcatel Altech Telecoms' software radio platform. The details and practicality of the implementation are presented. A simulation model for the protocol has been developed using MIL3 's Opnet Modeler. Hence, both simulated and measured performance results are presented before the thesis concludes with suggestions for improvements and future work. / Thesis (M.Sc.)-University of Natal, Durban, 2000.

Standard practice dictates that mobile telephone service providers remain accurately aligned with the dynamic expectations structure of the target mobile telephone service users they serve. To comply with this requirement, literature sources assert that service providers need to adopt a candid marketing research orientation to understand what the users expect and in-build it in their service designs. Theory further contends that if such a business stance is diligently applied, any service provider is bound to gain a competitive edge in the market place. Notwithstanding the aforementioned, service providers continue design services without sufficient understanding of what users expect. This mindset has led to disparities in both the designed and the recieved service. Despite the pioneering works of earlier reserachers on the Gaps model, evidence shows that no research had been carried out to measure users' and providers' service quality perceptions in the mobile telephone branch of industry in Uganda. Much remains unknown as regards users' perceptions of expected and actual service quality and any potential disparity thereof. In the same spirit, much remains unknown as regards providers' perceptions of users' expectations and users' real expectations and potential disparity thereof. In order to measure the aforementioned disparities, the Gaps model was used in which Gaps 1 and 5 were measured for providers and users of mobile telephone services in the branch industry in Uganda.

With English as the medium of academic exchange, Chinese students are the largest single overseas student group in the English speaking countries (2010). Relative to the outbound education market of other countries, the Chinese education market is large, and it is currently receiving much attention globally. Not only is South Africa one of countries where English is spoken, it has relatively speaking, low study fees and easily-accessed visas compared with countries in Europe and the United States. Therefore, South African universities have a virtually unlimited potential for receiving Chinese students. For South African education providers, particularly NMMU as the host university for the research in question, in order to render the expected education quality and to cater for the Chinese education market effectively, it is of utmost importance that the institutions have a clear understanding of Chinese students’ expectations as well as their actual academic experiences (in the broadest context) when studying at this university. The above is closely linked to the expected educational quality, the actual educational delivery as experienced by Chinese students, as well as the levels of satisfaction they experience as students at NMMU. The purpose of this research project is twofold. Firstly, it aims to construct a theoretical model showing the variables and relationships pertaining to expected and actual educational delivery as experienced by Chinese students. Having assessed the perceptions of the respondents based on the findings, another purpose is to design appropriate educational marketing strategies suitable to address the academic needs and expectations of Chinese students in the broadest context. By designing appropriate education strategies, the potential to develop the Chinese education market in South Africa will be enhanced. Given the purpose and nature of the research in question, methodological triangulation strategies were used. A Likert seven-point scale research instrument was developed and administered. Due to the limited number of respondents (n=61), the Likert scale instrument was further subjected to enrich the data by means of face-to-face interviews with 61 Chinese students (respondents), who shared their perceptions on the expectations and actual experiences of NMMU academic programme quality encounters. By following the methodological triangulation strategies, the validity of the findings is enhanced. The phenomenological dimension of the research was conducted according to guidelines as documented in secondary sources. The findings of the matched pair t-tests indicated that significant statistical differences do exist between the ‘expectations’ and ‘actual experiences’ of Chinese students’ perceived academic programme quality. Sufficient evidence is available at the 95 percent level of significance to support the hypothesis H1, namely: “There are differences between Chinese students’ ‘expected’ and ‘perceived’ academic programme quality (actual experience) of NMMU”. Besides the matched pair t-tests, further statistical analyses were performed by means of calculating Cohen’s ‘d’ values and relative percentage ratings to assess the magnitude of the “gap” between expectations and actual experiences of Chinese students studying at NMMU. The findings revealed that the Chinese students were not completely satisfied with their actual experiences when studying at NMMU. The above statistical findings were endorsed by the qualitative findings. Three sets of conclusions and recommendations were identified for this research. Firstly, conclusions emanating from secondary sources on service quality and students’ satisfaction literature were provided, such that students satisfaction is seen more as a psychological state which reveals an overall feeling of the students’ purchase and consumption experience. Secondly, the conclusions linked to the empirical findings revealed significant statistical differences between the expectations and perceptions (actual experiences) of Chinese students’ perceived academic programme quality. Finally, recommendations on relevant NMMU educational marketing objectives/ strategies can be grouped into four domains: - To build a customer-led education business which adheres to the principles of true marketing orientation with the focus on Chinese students. To achieve this objective a high level of understanding of Chinese students’ specific needs and wants when studying at NMMU is of utmost importance. The effective marketing positioning of NMMU can render leverage benefits to themselves and their clientele. - Findings from the biographic data analyses are significant to the positioning strategies and market segmentation strategies of NMMU. - The decision on a proper positioning strategy entails the choice of target market segments, which will determine where and how the education business competes and its choice of differential advantages. - The South African education providers should have appropriate educational brands to entice the Chinese students’ support.