Leadership has been defined as the competencies and processes required to enable and empower ordinary employees to do extraordinary things in the face of adversity, it has the added advantage of constantly delivering superior performance to the benefit of individual employees and the organisation, thereby improving returns on investment for shareholders. These behaviours include being skilled in emotional competencies. This study focused on the emotional intelligence factors considered characteristic of effective leaders. Forty-eight high potential leaders (HPL) that were selected as part of the companies talent management program were included in the study. Their ratings on the 360-degree Emotional Competency Profiler (ECP) where compared to a group of twenty-four employees that were excluded from this program. Qualitative and quantitative methods where used to explore the relationship between leadership and emotional intelligence. Focus groups were used as qualitative method to determine the relationship between emotional intelligence as measured using the Emotional Competency Profiler (ECP), leadership and the leadership requirements placed on leaders as documented within the talent management program. The results from these discussions indicated a positive relationship between, emotional intelligence, leadership theory and the leadership requirements of the company. Quantitative methods where used to compare the ratings of leaders with nonleaders. The gap identified between current EQ behaviour and the importance of the EQ behaviour were used to indicate the leadership demands placed on the high potential leader and non-leader groups. The outcome of the study indicated the value and application of emotional intelligence (EQ) as component of effective leadership. It is well known that emotionally intelligent leaders have the ability to engage the hearts, minds and imaginations of ordinary people. They inspire people to perform beyond their own expectations. These leaders create a sense of ownership, belonging, security and joint destiny in situations of uncertainty and change. The result is that employees trust these leaders and approach their jobs with greater commitment. The resulting teamwork, mutual support and co-operation create a work environment were employees become creative and innovative. Teams with emotionally intelligent leaders reach a level of synergy that lifts their performance to a level that is more than the sum total of the individual contributions. / Thesis (MBA)-University of Natal, Durban, 2003.

I've worked in the electrical industry throughout my career, from accounts to the stores, serving as an artisan to sales and finally management, having experienced the dramatic changes industry has undergone in the past few years. The topic has inspired me to investigate the future changes as South African companies are striving for international competitive trading and recognition, couple with an volatile economy. / Thesis (MBA)-University of Natal, Durban, 2003.

Enterprise Resource Planning (ERP) systems claim to provide organisations with an integrated Information Technology (IT) solution that can be used as an effective business tool with real-time information of all business transactions at the managers' fingertips. ERP software attempts to integrate all departments and functions across a company onto a single computer system that runs off one database and can serve the needs of all the different departments in the company. The investment in an IT solution that will provide strategic information to aid in strategy formulation and decision-making should be part of strategic planning. In short, the ERP system should add to a company's strategic advantage. The challenge to an organisation is to use ERP to leverage opportunities in the competitive environment in order to create value. If a resource view is taken of ERP systems, strategy theory describes the way that an organisation should go about achieving strategic advantage. The IT resource in itself cannot be the basis for competitive advantage in a manufacturing industry. The resource is available to all competitors. The nature of ERP systems however supports the creation of distinctive competences in the organisation through organisational learning. The enhanced capabilities of the organisation, combined with its superior resources form the basis of distinctive competencies that in turn lead to value creation through the advantages created. The test for strategic advantage is to evaluate the strategic options or choices against consistency, consonance, advantage and feasibility. The model for evaluating strategy can also be applied to the planned ERP implementation or to enterprise systems already implemented. This model is based on strategic evaluation and support the process of continuous evaluation and change to respond to triggers in the competitive environment the organisation operates in. In order for ERP systems to add value in the organisation, their implementation must satisfy the strategic evaluation criteria, and continuous business process improvement will follow subsequent evaluation in order to adjust to the changing environment. / Thesis (MBA) University of Natal, Durban, 2003.

This study focuses on the viability of locating a company that manufactures high-technology products in South Africa. A small electronics manufacturing company called Nortech is used as a case study, and the results of the case study analysis provide an insight into the state of the high-tech electronics industry in South Africa. The economic models of Heckscher and others regarding factors of production, and the value-chain model of Porter as it related to the strategy of location of business activities, was used as a theoretical basis for the study. A theoretical model was constructed using these classical theories, modified to suit modern Knowledge-based economies, and this was used as a framework with which to analyse the case study. The case study of Nortech is presented by means of a discussion of the company history, mission, and vision, and an analysis of the product offering, competitive environment, and Research and Development skills. The focus throughout the analysis is on the relative advantages obtained through location, and the contribution of innovation and technical skills to the overall product. The context of the company within South Africa is discussed, with reference to the effect of national policy and infrastructure. The case study is evaluated within the framework of the theoretical model developed, and the relevance to the different product lines within the company. It was found that there were significant locational advantages related to high technical skills levels, flexible production methods and efficient value-chain structures. The sustainability thereof, in the light of decreased levels of national spending on Research and Development, and the continued loss of skills to foreign countries, remains a concern. / Thesis (MBA)-University of Natal, Durban, 2003.

The South African Building Industry or sector is a difficult one in which to operate. At the lower value competition is fierce and at the top value, whilst competition is fierce, so to is the capital and resource requirements to run such a project. To be successful in this market requires that management understand each aspect of the business and has at its disposal the important key success factors such as management, capital and reputation. There is, however, ample opportunity available to the company that is able to deliver to the consumer a value added product that not only includes the building itself, but all the services that accompany the process. The focus of this study is to identify the important influencing factors on a consumer's choice of a building company in the residential alterations and renovations market. Once identified, the object is to use that information to develop a strategic plan that could help provide direction and help gain competitive advantage. The formulation of the strategic plan forms part of this study but is not meant to be so comprehensive as to be a study in strategy. Various important strategic tasks are identified and are used to provide a framework around which to work but the important information and the reason for the study is to identify that which is important to the consumer and to then use that information to build core competencies. To succeed against the competition, SGC will need to develop and train staff, expand quality control mechanisms, ensure tidiness of site and staff, and focus upon being professional. If all of these factors are focused upon and introduced into SGC's product offering, competitive advantage will be gained and profitability improved. / Thesis (MBA)-University of Natal, Durban, 2003.

The main driving force behind the increasing interest in delivering service quality, is the need to keep customers satisfied and loyal. Companies are realizing that it's far more profitable to service existing customers than it is to develop new ones. As a result, they are doing all they can to strengthen and foster customer relationships. This, in turn, has led to the need for more innovative service quality strategies. Knowledge of one's customers is an important factor. The more information a company has, the more targeted their marketing can be and the better able they are to serve their customers' needs. This research dissertation is aimed at identifying the strategies that contribute to delivering quality service that leads to customer satisfaction and eventually client retention. It evaluates the benefits of the human, work process and technological dimensions and determines what actions are required by The Company to improve the levels of customer service. Based on the analysis, the gap between the current service expectation of The Company and service delivery by The Company urgently needs to be reviewed in light of customer satisfaction and customer retention. The guiding principle at most companies today is to develop systems to economically produce goods or services that satisfy customer requirements. To carry this out effectively requires a companywide quality improvement program. / Thesis (MBA)-University of Natal, Durban, 2003.

The South African Public Transport System plays an important role in the development of the economy in the country and in the region as a whole. Without an effective and efficient public transport system, the country's economic status would not improve. Classical macroeconomic theory suggests that transport is one of several key preconditions for economic growth. Transport is an industry in itself and employs many people. The Government has developed policies to regulate passenger transport in South Africa and in particular Johannesburg. There are national and provincial regulations that have been enacted by the national and provincial government. These are National Land Transport Transition Act, Gauteng Transport Infrastructure Act, Gauteng Public Passenger Transport Act and Moving South Africa Strategy. It was recognised in MSA that Metropolitan transport is clearly one of areas where crisis is looming. It is more and more difficult to move. Buses have lost clients to taxis. There seems to be consensus that the car is the only right choice for most citizens. The problem highlighted was that the public transport model is not working. Present urban transport strategy is based on short-term optimisation and it ignores the long-term effect of a poor urban transport-land mix. The secondary research seems to suggest that South African passenger bus transport in ineffective and inefficient. The research problem was subsequently stated to show that public transport in Johannesburg in ineffective because bus passenger transport model leads to dissatisfied passengers. Furthermore, the model is ineffective because of the past inequalities that led to poor transport infrastructure. This was found not to be true through primary research. The results showed that passengers were satisfied with the bus passenger transport in the Metropolitan areas of Johannesburg. Furthermore, it was found that indeed the poor infrastructure due to past inequalities has affected passenger transport service delivery. Overall, the passengers were satisfied with the bus transport model applied irrespective of where these passengers lived. It was then concluded that the bus passenger transport is effective. Operators have to be cautious of the fact that it is crucial to adopt a customer-focussed service approach as this will lead to satisfied passengers. The MSA strategy of the department of transport is heading in the right direction. It identifies the need for putting customers first. The strategy proposed a future core transport system that is high volume, high frequency corridors in which public transport will be a priority. Customer's need for improved access and short trip times will be met by having regular feeder services to the high volume corridors, user-friendly transfer facilities, short wait times due to high corridor frequencies and the possibility of differentiated services for customers with specific needs. The passengers transport strategy is moving from commuter-based modal transport to customer-based public transport there will be densification of transport corridors, optimal deployment of modes to meet customer service requirements and improving operators' level performance. / Thesis (M.B.A.)-University of Natal, Durban, 2003.

A lack of managerial skills has been cited by many as the cause of small business failure in South Africa. Internal factors are said to be responsible for many of these small business failures. With human capital being undeniably a valuable resource, it has the potential to provide one of the most sustainable competitive advantages in the market place. It is therefore crucial that managers, who are responsible for directing and shaping the organisation possess and constantly improve their competencies because these are crucial factors for success of managers and the business. This study explores multi-rater feedback to gain insight into managerial competencies for the purpose of contributing to managerial development. Comparison of employee and manager self-evaluations can identify gaps or areas requiring improvement as they provide different perspectives on the same phenomena. The degree of consensus/agreement amongst the ratings provides valuable information and assists in identifying possible areas for development. Feedback is critical for self-perception accuracy and self-other agreement and impacts on training and development. This study comprised of 25 managers and 75 employees from the restaurant business and compared their views on managerial competencies. Results showed positive agreement between manager and employee ratings and showed no gender differences in the ratings regarding managerial competencies. Both managers and employees, through the process of upward appraisals, indicated positive feedback towards managerial development in the future. This is encouraging and creates an opportunity for further research and exploration of how this can best be achieved using unconventional approaches. / Thesis (MBA)-University of KwaZulu-Natal, 2008.

The aim of the study is to assess whether or not the outsourcing of production at the Lever Ponds Maydon Wharf factory has been successful from a financial and operational perspective. Chapter one gives a background as to why outsourcing has been essential at the Maydon Wharf factory. The chapter also outlines what potential dangers Lever Ponds may be exposed to as a result of outsourcing production to outsourcing companies. Chapter two is a literature review of studies that have been undertaken in instances where production has been outsourced. Chapter three outlines the research methodology of the study. Chapter four gives a numerical breakdown and a brief overview of the findings. Chapter five is a detailed discussion of the findings. Chapter six sets out the recommendations of the study and provides a conclusion to the study. / Thesis (MBA)-University of Natal, Durban, 2003.

Single parenting is rapidly becoming a growing trend in society. In South Africa an estimated 30% of households are headed by single parents. The key aim of the study was to establish whether single parents prioritized their careers over children. In an endeavour to determine the factors that motivate and disrupt single mothers in the workplace, a sample of 146 subjects was selected utilising non-probability sampling. Non-probability sampling was utilized to create the sample because there was no method of determining the precise size of the population from which it was going to be drawn. Two types of non-probability sampling were utilized to select the sample, namely purposive and snowball sampling. The sample consisted of 45 parents aged 21-24; 51 parents aged 25-34 and 50 parents aged 35-49. Data was collected using structured and self-completion questionnaires which were administered via e-mail. The analysis revealed that parents aged 25-49 had adequate economic resources and showed more concern for their children‟s academic achievements than younger parents, although not much assistance was given to their children in the area of homework. The study found that younger parents‟ economic conditions were inadequate and these parents did not participate in their child‟s school activities nor did they assist them with homework. A salient feature of this study is that young single parents aged 21-24 showed less concern for their children‟s education and well-being. The primary recommendation of this study is that members of society should wait until they have stable careers and a stable economic situation before they start families, as this will have positive ripple effects on the lifestyle they lead, irrespective of whether they are single parents or not. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2009.