A thesis submitted to the Faculty of Arts in fulfilment of the requirements for the degree of Master of Arts in the Department of Communication Science at the University of Zululand, South Africa, 2008. / Organisational communication in today‘s organisations has not only become far more complex and varied but more important to overall organisational functioning and success also, organisations can not operate without communication, organisations involve people and people cannot interact with each other without communication. However, different styles of management have an influence or impact over people, on the way in which people co-operate and on the results of changes because change is both inevitable (unavoidable) and necessary in any business and it is important for managers and employees to hone (sharpen) their skills in change management. This study investigates the communication strategies aimed at improving the success rate of small to medium business enterprises. The first part of the study reviews literature on communication, change management, different styles of management, change implementation, importance of planning and communication, kinds of changes and managers and power. Subsequent chapters describe the construction of a survey instrument employed to measure and evaluate on the communication strategies aimed at improving the success rate of small to medium business enterprises. Penultimate chapters blend the insights gained from this literature review to interpret the results, obtained through the quantitative research methodology, to describe a set of conclusions and recommendations in the context of the communication strategies aimed at improving the success rate of small to medium business enterprises.

Small to medium scale enterprises (SMEs) arguably drive economic growth and job creation in developing countries, but factors that hinder their growth are generic or specific to sectors and remain a crucial area of research. This study examines factors constraining SMEs from optimally contributing to economic growth of Zambia. The study answered the following research questions; what factors act as constraints for SMEs to contribute towards economic growth; how conducive are the policy and institutional infrastructure for the SMEs to operate efficiently and to establish whether the evidence presented by these factors are specific to Zambia or apply elsewhere. For research design, the study adopted the mixed research approach. Both quantitative and qualitative research approaches were implored in order to produce the findings outlined in this report. Simple random sampling was used to draw a total of 250 SMEs to which structured questionnaires were administered. Semi-structured interviews were also conducted with three major stakeholders. The study used the statistical package of social science (SPSS) to analyse the quantitative data while qualitative data was analysed thematically- by identifying key themes and summarizing related information under each theme- for perspectives around SMEs contribution to economic growth. The study findings identify internal and external factors that constrain SMEs from contributing efficiently to economic growth and these include; 1) poor access to finance, 2) competition, 3) lack/inadequate infrastructure, and 4) lack of skills and training and these are similar across regions and other countries. On the other hand, it was stated that the high cost of production (as a result of high/multiple taxes and tariffs) prevent SMEs ability to effectively contribute to economic growth. The findings further show that institutionalised efforts created to ensure the SMEs flourish contribute effectively to economic growth. However, the correlation between targeting and segmentation of the SMEs for funding key areas of economic activities is not clear. Results show that the major factors according to the survey were the failure to access finance as attested by 160 of the 250 respondents who put this as the biggest impediment in success of their business and 65 of the respondents gave high taxes as the factor affecting them the most. The rest of the respondents gave competition and the absence of appropriate infrastructure to support business growth as a reason for poor performance and contribution to wider economic growth. Additionally, the findings show that there is no significant relationship between internal and external constraining factors and enterprise contribution to economic growth. To ensure greater SME contribution to economic growth, this study emphasises government interventions in financial services and infrastructure development, clarity in the implementation of policy and institutional provisions, encouragement of SME value-chain and market linkages as well as creation of knowledge hubs.

Today’s fast-paced global economy has intensified the demand for manufacturing companies to make their products more quickly and with higher quality to meet heightened consumer expectations while reducing costs. This competitive environment requires small to medium enterprise’s (SMEs) to implement well-designed business processes and leverage information technology (IT), such as an Enterprise Resource Planning (ERP) system, within their facilities to become more agile, flexible, and integrated to meet changing market demands. Issues emerge when facility managers lack reliable data on performance and costs, which subsequently impairs even basic decisions for resource allocation or process improvement. Although the benefits of a successful ERP implementation in large firms are recognized, there is a general lack of empirical IT productivity literature focusing on SMEs. This research is expected to contribute to a framework for performance measurement, providing facility decision-makers with important metrics for analyzing their firm’s ability to improve upon competitive priorities. Employing the Delphi process, key performance indicators (KPIs) including time, speed, quality, and cost, and corresponding performance measurement metrics, investigations are conducted between traditional manufacturing processes in SMEs and processes enhanced through ERP adoption. In this longitudinal case study, significant improvements are observed in production operations relative to time following ERP implementation including a reduction in the defect rate, total manufacturing cost, and scrap rate along with increases in on-time delivery and flexibility.

Purpose – The purpose of this study is to generate a broader understanding of how and why SMEs works with CSR activities. Method – The methodological choice for this thesis is based on a qualitative research approach. A case study is conducted at one Swedish SME, and the data is primarily collected through an interview with two respondents from the case company who have active roles within the CSR plan. A document study was used as a complement source of data to strengthen the data collected from the interview. Findings – The findings indicated that it can be preferable that an SME’s owner-manager champions the implementation of CSR activities. It is also evident that the reasons behind CSR engagement are dependent on the owner-manager ability to see the organizational benefits generated through the implementation of CSR activities. The research also finds that SMEs tend to lack a clear strategy when it comes to CSR implementation, which is performed on a more ad hoc basis as SMEs typically do not have the resources for deliberate ’strategizing’. Limitations – The research has investigated how a manufacturing SME works with CSR beyond requirements from law and regulations, as well as receive a better understanding of what motivates them to implement CSR activities. Moreover, this research project has not included participant observations as the circumstances made them impossible to perform. Keywords - Corporate Social Responsibility (CSR), Small- to Medium Enterprises (SMEs), CSR Activities, Managerial Values, Manufacturing, CSR Engagement.

Research in Information Technology Service Management (ITSM) explores howbusinesses of all sizes and digital maturity can strive to offer high-quality IT servicesto meet customers' needs in a changing world. By leveraging ITSM best practices andthe Information Technology Infrastructure Library (ITIL) framework, organizationscan ensure valuable service operations and continuous service quality improvement.Small to Medium-sized Enterprises (SMEs) particularly require tailored processesand support to implement and adapt these practices to maintain competitiveness anddrive their development forward.This qualitative study examines a Swedish medium-sized IT service provider'sperspective on success factors for ITIL implementation and its use of operationalprocesses to contribute to ongoing research in ITSM and the studied business'sdevelopment. The findings highlight the business as a rapidly growing SME withperspectives on critical success factors differing somewhat from research and havinglow process maturity according to the ITIL Process Maturity Model (PMF). Finally,suggestions are made on how businesses like this and their process maturity can bestrengthened through clarifying roles, defining operational process metrics,terminology and documentation, as well as establishing a problem managementprocess. This supports ITSM research by viewing critical success factors in a Swedishcontext and by proposing how best practices can be used to enhance serviceoperations in an SME. / Forskning inom Information Technology Service Management (ITSM) utforskar hurverksamheter, med olika storlek och digital mognad, kan sträva efter att erbjudahögkvalitativ IT-service för att möta kundernas behov i en föränderlig värld. Genomanvändningen av bästa praxis för ITSM och ramverket Information TechnologyInfrastructure Library (ITIL), kan organisationer säkerställa värdefull drift av tjänsteroch kontinuerlig förbättring av tjänstekvaliteten. Små till Medelstora Verksamheter(SME) behöver särskilt anpassade processer och stöd för att implementera ochanpassa dessa för att bibehålla sin konkurrenskraft och driva sin utveckling framåt.Denna kvalitativa studie undersöker en svensk medelstor IT-serviceleverantörs synpå framgångsfaktorer för ITIL-implementation och dess användning avdriftsprocesser för att bidra till fortsatt forskning inom ITSM och den studeradeverksamhetens utveckling. Resultatet visar på hur verksamheten är en snabbt växandeSME med syn på kritiska framgångsfaktorer som avviker till viss del från forskningenoch har låg processmognad enligt ITIL:s Process Maturity Framework (PMF).Slutligen föreslås hur verksamheter som denna och dess processmognad kan stärkasav förtydligande av roller, definition av driftsprocessers mätvärden, terminologi ochdokumentation samt etablerande av en problemhanteringsprocess. Detta stödjerforskning inom ITSM genom att synliggöra kritiska framgångsfaktorer i en svenskkontext samt genom framtagande av förslag på hur best practice kan användas för attutveckla tjänstedriften i en SME.

The automation of industrial processes has been one of the greatest innovations in the industrial sector. It allows faster and accurate operations of production processes while producing more outputs than old manual production techniques. In the beverage industry, this innovation was also well embraced, especially to improve its bottling processes. However it has been proven that a continuous optimization of automation techniques using advanced and current trend of automation is the only way industrial companies will survive in a very competitive market. This becomes more challenging for small to medium scale enterprises (SMEs) which are not always keen in adopting new technologies by fear of overspending their little revenues. By doing so, SMEs are exposing themselves to limited growth and vulnerable lifecycle in this fast growing automation world. The main contribution of this study was to develop practical and affordable applications that will optimize the bottling process of a SME beverage plant by combining its existing production resources to basic principles of the current trend of automation, Industry 4.0 (I40). This research enabled the small beverage industry to achieve higher production rate, better delivery time and easy access of plant information through production forecast using linear regression, predictive maintenance using speed vibration sensor and decentralization of production monitoring via cloud applications. The existing plant Siemens S7-1200 programmable logic controller (PLC) and ZENON supervisory control and data acquisition (SCADA) system were used to program the optimized process with very few additional resources. This study also opened doors for automation in SMEs, in general, to use I40 in their production processes with available means and limited cost. / School of Computing / M.Tech (Engineering, Electrical)

The concept of Corporate Social Responsibility (CSR) in Small to Medium Enterprises (SMEs) has been significantly drawing global attention for the past decade. The solving of social, political and economic problems now fully requires the involvement of both the public and private sectors, particularly in the context of developing countries. In Zimbabwe, CSR has mainly been the responsibility of large firms, NGOs and the government. Little has been done to encourage SMEs to take initiative and responsibility on CSR matters, although these SMEs constitute about ninety percent of all economic activities in Zimbabwe. For CSR to be implemented, there is need for access to information. Public libraries are one of the major focal points in the provision of information. These public libraries have vast potential to support CSR initiatives and are capable of partnering with various organisations from different sectors as well. However, when it comes to visibility on CSR, public libraries in Zimbabwe and in other developing countries are almost non-existent. The aim of this study was to investigate the role that public libraries play in promoting CSR to SMEs in Zimbabwe as a means of contributing in shaping policies which ensure that public libraries are more relevant in society through their support of, as well as their involvement in sustainable developmental issues. In order to attain this, the study adopted the interpretive paradigm and the qualitative approach. In addition, the case study design was used, allowing the researcher to obtain detailed information about the Harare City Library in relation to the promotion of CSR to SMEs. The target population for this study included librarians at public libraries in Zimbabwe and the owners or managers of formally registered SMEs in the country. The study revealed that a great number of SMEs have limited knowledge about CSR and do not engage in it. SMEs consider CSR to be mainly philanthropic in nature, as their knowledge does not extend to include other important aspects of the concept. In addition, public libraries are not the major source of CSR information provision to SMEs, although a fair number of SMEs believe that they should be at the forefront. The study recommends that public libraries should reach out to SMEs to promote CSR to them, in addition to marketing the library’s own information resources and services. Public libraries need also to establish strategic alliances with relevant stakeholders as a means of encouraging SMEs to engage in CSR initiatives. / Information Science / M. Inf. (Information Science)

A new model was developed to enhance the understanding of the full context of work associated hazards, to explore the connection between OHS performance and a systematic approach to safety, and to simplify approaches to OHS management. This Safe Place, Safe Person, Safe Systems model was derived from the literature and used as the basis for the development of a framework, consisting of 60 elements which was transformed into an assessment tool. This assessment tool was trialled with a pilot study on a medium sized manufacturing plant in the plastics industry, and the tool and Preliminary Report peer reviewed by an expert panel using the Nominal Group Technique. After refinements were made to the assessment tool it was applied to eight case studies that were drawn from advertisements. This qualitative study consisted of two parts: firstly the assessment using the Safe Place, Safe Person, Safe Systems framework; and secondly a controlled self assessment exercise to target improvements to three of the elements over a period of four months. The study illustrated that the Safe Place, Safe Person, Safe Systems framework could be successfully applied in a range of industries to promote OHS improvements and to provide a systematic, planned approach to fulfilling OHS responsibilities. The application of this framework highlighted that: there is a need for further education on the correct application of the risk assessment process and the responsibilities owed to contractors; techniques such as dynamic risk assessments are more suitable where the place of work is variable and hazards are unpredictable; more focus is needed on the appropriate management of hazardous substances with long term health consequences; and that the level of formality invoked for treating hazards does not necessarily equate to improved risk reduction outcomes. The Safe Place, Safe Person, Safe Systems framework was found to be applicable to small, medium and large organisations provided the assessment was scoped to a small division of relatively homogeneous activity to ensure a more representative hazard profile. This approach has provided a way forward to simplify OHS management and also offers practical direction for implementing a targeted OHS improvement program.

A new model was developed to enhance the understanding of the full context of work associated hazards, to explore the connection between OHS performance and a systematic approach to safety, and to simplify approaches to OHS management. This Safe Place, Safe Person, Safe Systems model was derived from the literature and used as the basis for the development of a framework, consisting of 60 elements which was transformed into an assessment tool. This assessment tool was trialled with a pilot study on a medium sized manufacturing plant in the plastics industry, and the tool and Preliminary Report peer reviewed by an expert panel using the Nominal Group Technique. After refinements were made to the assessment tool it was applied to eight case studies that were drawn from advertisements. This qualitative study consisted of two parts: firstly the assessment using the Safe Place, Safe Person, Safe Systems framework; and secondly a controlled self assessment exercise to target improvements to three of the elements over a period of four months. The study illustrated that the Safe Place, Safe Person, Safe Systems framework could be successfully applied in a range of industries to promote OHS improvements and to provide a systematic, planned approach to fulfilling OHS responsibilities. The application of this framework highlighted that: there is a need for further education on the correct application of the risk assessment process and the responsibilities owed to contractors; techniques such as dynamic risk assessments are more suitable where the place of work is variable and hazards are unpredictable; more focus is needed on the appropriate management of hazardous substances with long term health consequences; and that the level of formality invoked for treating hazards does not necessarily equate to improved risk reduction outcomes. The Safe Place, Safe Person, Safe Systems framework was found to be applicable to small, medium and large organisations provided the assessment was scoped to a small division of relatively homogeneous activity to ensure a more representative hazard profile. This approach has provided a way forward to simplify OHS management and also offers practical direction for implementing a targeted OHS improvement program.