Thesis (M. Tech. (Business Administration )) - Central University of Technology, Free State, / Traditionally, commercial banking in South Africa has been dominated by the big four namely Amalgamated Banks of South Africa (ABSA), First National Bank (FNB), Nedbank, and Standard Bank. Although still dominated by the big four, other smaller banks such as Capitec and African Bank have made inroads into retail banking. This situation arose due to liberalization of the financial services sector since democratisation in South Africa in 1994 which has paved the way for proliferation of the banking industry. This has in turn led to intense competition among banks for customers. Banks in South Africa therefore have the uphill task of retaining their existing customers whilst acquiring newer ones. As a result, South African banks are being compelled to become more customer focused/ oriented. Meanwhile, a key component of most initiatives to become more customer-oriented is the successful implementation of customer relationship management (CRM). A compelling view of CRM is that organisations generate a great deal of data about customers that they can use to build customer profiles in order to serve them better. South African banks therefore need to adopt and implement innovative CRM strategies to maintain a competitive edge in the marketplace. Most banks have a section that only deals with business clients. This is referred to in banking parlance as Business Banking. One of the critical elements of Business Banking is the high level of relationship banking – a service designed to meet the financial needs of clients through the development of a long-term relationship. This type of service delivery is unique and expensive compared to the traditional retail bank delivery system. As a result, the bank must be in position to monitor the profitability of each relationship to ensure that the right clients are serviced in the right way and are meeting the required value proposition. Therefore, if the South African banks in general need to adopt and implement effective CRM strategies, then the need is even greater for the Business Banking section in order to survive in the marketplace. Absa Business bank went through an operating model change in 2011 which necessitated some structural changes including changes in its CRM practices. Mindful of the value of retaining existing customers and attracting new ones, Absa would want to know whether its current CRM practices are effective in ensuring that customers become more loyal to Absa business bank. In general terms, this study investigated the concept of CRM and its influence on customer loyalty and retention. Specifically, the study investigated Absa Business Bank’s CRM practices in relation to customer loyalty and retention using primary data from employees, management, and customers from the Eastern Cape Region in South Africa. The results of the study are very revealing. Among others, the study shows that bank staff commitment to offering excellent service; building trust with customers; communicating with customers in a timely manner; and proactive conflict handling are important for bank image, customer word-of-mouth behaviour towards the bank and these ultimately influence bank customer retention and loyalty. On the basis of evidence from the study it is safe to conclude that customer loyalty can be attributed to CRM and more specifically those aimed at building trust, demonstrating commitment to service, communicating with customers in a timely, reliable and proactive fashion, and handling conflict efficiently. This report contains the major findings of the study alongside recommendations for practice and further research.

Thesis (M. Tech.) - Central University of Technology, Free State, 2008

Thesis (D. Tech.) - Central University of Technology, Free State, 2009

Thesis (D. Tech.) - Central University of Technology, Free State, 2005 / The primary objective of this research has been to undertake a critical investigation of the application of the budget process and the achievement of budget objectives in the Free State Provincial Government. The emphasis has been specifically on the planning and control functions of management. The justification for the research is the continuous demand for unlimited public services and the limited availability of the state‟s financial resources. The undertaking proceeded from the hypothetical viewpoint that a budget is designed to assure that public resources are spent according to the preferences of the taxpayer and the legislature. A budget promotes consistency in the process of resource allocation, and its implementation should be enforced by constant evaluation and monitoring. The research includes the following aspects: - The problems encountered by the Free State Provincial Government in its endeavors to optimize the effectiveness and efficiency of the implementation of the budget. - The fundamental principles of budget management in general, and in particular various types of budget and budget management techniques. - The evaluation of budgets as a basis for reporting on performance and the importance of such performance reports. The research methodology followed relies both on a survey of relevant literature and on empirical data. The former consists of a discussion regarding the extent to which the present budget system promotes effective and efficient budget control management and the achievement of budget objectives. As part of the empirical research an “ex post facto” analysis was undertaken of external audit reports and appropriation accounts over a period of fourteen years. In addition the fishbone or root-cause analysis approach was followed to identify core symptoms. The theoretical and empirical research yielded the following results: - The partial disturbance of the input/output relationship means that performance cannot be measured against profit as in the private sector. To compensate for this deficiency management should focus on financial statements and on audit and performance reports to measure performance. - Management needs to have an unimpeded access to budget information on the financial management system right from the beginning of each new financial year. - Estimates of expenditure (projections) should be captured on a monthly basis in the financial management system. With the implementation of the Medium Term Expenditure Framework, budget projections must be regarded as compulsory. - Press reports and reports of the Auditor-General indicated that shortcomings relating to audit committees still exist both on national and provincial levels. This deficiency has a negative effect on the effectiveness of the internal audit function. - An annual percentage deviation in various departments between voted amounts and expenditure was substantial. In some instances the deviation - Losses should be monitored constantly, and management should be aware of the impact of losses and claims on financial resources. Their prevention should be part of each department‟s financial strategy. - Budget manipulation reduces the budget‟s effectiveness and efficiency as a means of performance measurement. The first possible solution to solve the problems associated with the budget is privatization of the service or function. The second possibility is the implementation of a quality control program. Its objective would be to reverse poor performance. To be successful, the quality control program should rely on clear accountabilities, effective partnerships and devoted leadership. A third recommendation might be the implementation of a quality assurance and quality control division for each department. The first component would gather all the necessary documentation to assure quality while the second would monitor effective application. The first requirement in measuring performance will be the motivation of all staff to be committed to the improvement of service delivery. The second challenge will be to train them accordingly. The third challenge will be the development of a performance report procedure for each department. A further recommendation is the analysis and reduction of underspending. Finally, accounting officers must implement effective and transparent processes of financial and risk management. Broadly viewed, the integration of budget and strategic planning initiatives of the National Treasury are a slow process that cannot be implemented overnight. National departments and provinces are, however, requested by National Treasury to improve on the outputs and the development of robust output performance measures and service delivery indicators. This viewpoint supports the proposed budget-management model aimed at effective objective achievement or sustainable development of the Free State. In future the budget management process could be based on this model to improve service delivery.

Thesis (M. Tech.) -- Central University of Technology, Free State, 2006 / In today’s dynamic and uncertain business environment, employees are required to work together to achieve a common goal. An organisation cannot survive without a highly motivated and progressive workforce. Management need to be highly innovative and adaptive, to survive the intensity of competition and change. This study is based on the conviction that enhancing and sustaining employee motivation is a manager’s major function. In effect, management need to create and maintain a culture that fosters motivation, and determine whether employees are culturally adaptable, when two established cultures merge as one. Against this background, the focus fell on attaining optimum performance and a culture that evokes a spirit of co-operation and is conducive to motivating employees to work willingly and effectively. The Amalgamated Beverage Industry was selected for the purpose of this study. The perceptions and opinions of management and that of the lower level employees were examined to determine the impact on the work motivational levels and organiastional culture within Country Region employees. A probable influence was also given on the possible factors contributing to the maintained level of organisational culture and the high motivational levels within ABI. Attention was also focused on culture change and its possible impact on employees.

Thesis (M. Tech.) -- Central University of Technology, Free State, 2007 / Multi-agent systems (MAS) consist of a number of autonomous agents that communicate among themselves to coordinate their activities in order to solve collectively a complex problem that cannot be tackled by any agent individually. These kinds of systems are appropriate in many domains where problems that are complex, distributed and heterogeneous require communication and coordination between separate autonomous agents, which may be running on different machines distributed over the Internet and are located in many different places. In the health care domain, MAS have been used for distributed patient scheduling, organ and tissue transplant management, community care, decision support, training and so on. One other promising area of application is in the prescription of antiretroviral and antiTB drugs. The drugs used to treat the two diseases have many and similar side effects that complicate the prescription process. These factors have to be considered when prescribing medication to a person coinfected with HIV and tuberculosis. This is usually done manually using drug recommendation tables, which are complicated to use and require a great deal of decisionmaking. The design and implementation of a multiagent system that assists health care staff in carrying out the complex task of combining antiretroviral and antiTB drugs in an efficient way is described. The system consists of a number of collaborating agents requiring the communication of complex and diverse forms of information between a variety of clinical and other settings, as well as the coordination between groups of health care professionals (doctors, nurses, counsellors, etcetera.) with very different skills and roles. The agents in the system include: patient agents, nurse agents, lab agents, medication agents and physician agents. The agents may be hosted on different machines, located in many different places distributed over the Internet. The system saves time, minimises decision errors and increases the standard of health care provided to patients.

Thesis (M. Tech.) - Central University of Technology, Free State, 2009 / The purpose of the study was to design and develop a prototype Indigenous Knowledge (IK) database that will be productive within a Knowledge Management (KM) framework specifically focused on IK. The need to develop a prototype IK database that can help standardise the work being done in the field of IK within South Africa has been established in the Indigenous Knowledge Systems (IKS) policy, which stated that “common standards would enable the integration of widely scattered and distributed references on IKS in a retrievable form. This would act as a bridge between indigenous and other knowledge systems” (IKS policy, 2004:33). In particular within the indigenous people’s organizations, holders of IK, whether individually or collectively, have a claim that their knowledge should not be exploited for elitist purposes without direct benefit to their empowerment and the improvement of their livelihoods. Establishing guidelines and a modus operandi (KM framework) are important, especially when working with communities. Researchers go into communities to gather their knowledge and never return to the communities with their results. The communities feel enraged and wronged. Creating an IK network can curb such behaviour or at least inform researchers/organisations that this behaviour is damaging. The importance of IK is that IK provides the basis for problem-solving strategies for local communities, especially the poor, which can help reduce poverty. IK is a key element of the “social capital” of the poor; their main asset to invest in the struggle for survival, to produce food, to provide shelter, or to achieve control of their own lives. It is closely intertwined with their livelihoods. Many aspects of KM and IK were discussed and a feasibility study for a KM framework was conducted to determine if any existing KM frameworks can work in an organisation that works with IK. Other factors that can influence IK are: guidelines for implementing a KM framework, information management, quality management, human factors/capital movement, leading role players in the field of IK, Intellectual Property Rights (IPR), ethics, guidelines for doing fieldwork, and a best plan for implementation. At this point, the focus changes from KM and IK to the prototype IK database and the technical design thereof. The focus is shifted to a more hands-on development by looking at the different data models and their underlying models. A well-designed database facilitates data management and becomes a valuable generator of information. A poorly designed database is likely to become a breeding ground for redundant data. The conceptual design stage used data modelling to create an abstract database structure that represents real-world objects in the most authentic way possible. The tools used to design the database are platform independent software; therefore the design can be implemented on many different platforms. An elementary prototype graphical user interface was designed in order to illustrate the database’s three main functions: adding new members, adding new IK records, and searching the IK database. The IK database design took cognisance of what is currently prevailing in South Africa and the rest of the world with respect to IK and database development. The development of the database was done in such a way as to establish a standard database design for IK systems in South Africa. The goal was to design and develop a database that can be disseminated to researchers/organisations working in the field of IK so that the use of a template database can assist work in the field. Consequently the work in the field will be collected in the same way and based on the same model. At a later stage, the databases could be interlinked and South Africa can have one large knowledge repository for IK.

Thesis (M. Tech.) -- Central University of Technology, Free State, 2010 / The aim of this study is to produce more cost effective carbon fibre (CF) parts. To achieve this there must be a saving on materials, labour and time. Thus, a production process to produce cost effective CF moulds while saving time and money is required. This procedure must be suited for the incorporation in the small to medium production ranges. The composite industry is one of the fastest growing industries in the world. Therefore, the faster a mould can be produced, the faster the end product will reach the market. This research project investigates the possibility to sinter CF moulds on the Electro Optical Systems (EOS) Laser Sintering (LS) machine cheaper and faster than the conventional method using computer numerically controlled (CNC) machining. The surface finish produced on the LS machine is not of the same quality as a CNC machined mould, but there are ways to enhance the surface quality of a LS part to the point that it is compatible to the surface quality of a CNC machined mould. The CF moulding process uses many different types of moulding processes. However, it is not possible to use LS parts for all of the available processes to produce CF parts. In this study only one CF moulding process will be investigated, namely compression moulding. The moulds will be designed to be manufactured as cheaply and as quickly as possible. Different methods of mould adapting have been studied to find the cheapest most suitable method of mould design for the LS process.

Thesis (M. Tech.(Electrical Engineering)) -- Central University of technology, Free State, 2010 / This dissertation gives an overview of the research done in developing a protocol to synchronise information in a secure wireless mesh network. Alternative methods to control wireless devices were investigated in the non-controlled frequency spectrum. The aim of the research was to develop a protocol that can be loaded on a micro-controller with limited intelligence, controlling endpoints. The protocol minimises human interference and automatically negotiates which device becomes the master controller. The device is able to discover and locate neighbour devices in range. The device has the capability to be stationary or mobile and host multiple control endpoints. Control endpoints can be digital or analogue, input or output, and belongs to a group like security, lighting or irrigation. These capabilities can change according to the solution’s requirements. Control endpoints with the same capabilities must be able to establish a connection between each other. An endpoint has a user-friendly name and can update the remote endpoint with the description. When a connection is established both endpoints update each other with their user-friendly name and their status. A local endpoint can trigger a certain action on a receiving control point. The system was tested with a building monitoring system because it is static and a less expensive choice, thus making the evaluation more suitable. A simulator for a personal computer was developed to evaluate the new protocol. Finally, the protocol was implemented and tested on a micro-controller platform.

Thesis (M. Tech.) - Central University of Technology, Free State, 2011