Ongoing quality concerns in low Income housing have allegedly not been addressed adequately, as has been expressed in numerous speeches and at the Provincial Housing Summit of 2005. This study is an investigation into quality concerns in house construction in governmentsubsidised low-income housing projects in the Pietermaritzburg area. It is informed by total quality management literature. It is motivated by aspects including: (1) government's accountability for public funds; (2) serving as base research for improved resource allocation; (3) and for quality improvement and sustainability strategies; (4) creating an opportunity for introspection by other members in the supply chain; and (5) a responsibility of all stakeholders to realise the ultimate goal of customer satisfaction. Research Design The following research objectives were set: (I) To identify house construction quality concerns in government-subsidised lowincome housing projects in the Pietermaritzburg area. (2) ... To identify the causes of house construction quality problems in the low income housing delivery environment within the Pietermaritzburg area, from the perspective of the developers, municipality and Department of Housing : KwaZulu-Natal. In the context of this research, "developer" is defined as the entity used by the Department or the municipality as an agent for implementing projects. (3) .. To identify how house construction quality issues are currently being addressed. The research was approached in two phases. Phase I was designed to identify whether quality concerns existed in the low income housing projects in the Pietermaritzburg area; and to identify the nature and the extent thereof. Phase 2 was designed to explore the perceived causes of quality concerns, and to identify the systems used by the municipality, its developing agent and the Department of Housing, to ensure sustained quality management. Findings Defects : The findings recorded in Chapter 5 illustrate that there are quality concerns in Pietermaritzburg in relation to government-subsidised low-income housing which were caused mainly by poor workmanship, especially the topping of slabs (i.e., the process in which a final layer of cement is applied to smoothen the floor surface, also refelTed to as "screeding"). The Pareto analysis'indicates that there is a mixture of defect types and causes that need to be addressed, and in order of priority_ These are : (I) screeding; (2) water connection; (3) fitting frames; (4) site clearance; (5) constructions of walls; (6) plumbing, specifically toilet fittings; (7) glazing; (8) corking/filling of gaps; (9) plaster material; (l0) door quality; (11) plaster work; and (12) the quality of frames. Existing systems, norms and standards: Role players are at different stages of advancement with regard to quality and supply chain management. The institutions appear to have an internal focus to quality management that is not customer focussed and lacks information and involvement of all stakeholders. There is no formalised policy on quality management. Such a policy is needed to guide quality improvement and monitoring systems (Gryna, 200 I: 185). The institutions do not appear to have a quality management strategy, or to have a fully integrated quality perspective. Quality assurance and audit process are also lacking. Neither the municipality nor the Department appears to use statistical process control systems to measure and analyse all processes. It appears that the proper infrastructure is not in place to implement a quality management system. Information systems are poor and this is a barrier to effective quality improvement implementation programmes, and to effective project management. There is no common understanding of roles, responsibilities and inspection criteria and processes and internal and external role players are excluded from quality management processes. The management environment and organisational culture within the municipality and the department do not appear to be conducive to encourage a learning organisation approach. Materials quality is not monitored, although it is noted that materials are not perceived to be the cause, and from the sample it is clear that materials have not contributed much to defects. Recommendations: These have been summarised as follows: I. The adoption of a quality management policy that incorporates all stakeholders; 2. The inclusion of quality management in strategic plans with a phased implementation programme; 3. Partnership development and joint planning with all role players; 4. Use of larger contracts, over a longer period of time through a programmatic systems approach; 5. Identification ofbenchmarking partners; 6. The adoption of an audit and assurance mechanism, based on ISO 9000; 7. Development of a learning organisation and change management culture, led from the top; 8. The inclusion of quality performance targets in managers' performance reviews; 9. Clearly defined inspections procedures and documents (including roles and responsibilities), and availability of these on site; 10. Information management systems upgrading; 11. Revision to National Building Regulations in the context of low-income housing; 12. Improved municipal strategies on water connection; 13. On site training regarding topping of slabs, fitting windows and door frames and block work; and 14. Training of all managers and staff on all aspects of quality management theory, tools and techniques, and specifically in relation to low-income housing. / Thesis (MBA)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

Customer retention has been shown by academic researchers to be more profitable than customer acquisition. However, its implementation in the business environment has not been so successful. One of the reasons for this is that customer retention can be achieved in several ways (e.g.. loyalty programs, affinity cards and switching costs)and that the translation from the concept of “retaining customers” to the actions and strategies to retain them is not always easy. One of the most attractive strategies to ensure that customers remains within the organisation is through cross-selling and up-selling. In short, the objective is to increase the number (or the value) of the products that a customer buys from a company to make it more difficult for him/her to leave. Whilst academic research has deeply investigated the concepts of loyalty, retention programs and trust, amongst others, cross-selling has not received the same level of attention. Moreover, existing research on cross-selling has been focused on products rather than on services. Finally, this research has mostly been conceptual in nature, with limited attempts to model or design practical cross-selling and up-selling strategies. In order for cross selling and up-selling to be effective strategies, they need to be tailored to the needs of the customer. The offer must be adequate in terms of the target (who is going to buy the product), the content (what is going to be purchased) and a time (when is the right moment to offer the new product). This thesis investigates cross-selling and up-selling from a practical point of view in Nedbank It assesses the importance of the concepts of customer retention and cross-selling and up-selling through several interviews conducted within Nedbank. Finally, this research highlights, from an empirical analysis, how repurchase decision is highly influenced by the length of the relationship with the provider and the type of products already purchased. Understanding these factors is key to successfully retaining customers via cross selling. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2011.

The green market is now one of the biggest markets in the world and green marketing is one of the major trends in modern business. This is a chance for businesses to take advantage of this opportunity by providing environmental solutions whilst at the same time contributing towards reducing the carbon footprint. To effectively achieve this, green manufacturers and marketers need to understand the perceptions, attitudes and behaviours of consumers towards green products and the factors that encourage and discourage their green purchases. Hence this study attempts to understand Durban’s consumers in this regard to enable local businesses to develop strategies around green product design, development, marketing and sales. The research objectives and questions were answered by sampling 450 consumers in Durban. A convenience sampling design was used as an appropriate sample frame could not be identified. This imposed a limitation on the study in that the findings cannot be generalized to the total population. The study found that 96% of respondents believed that climate change existed and 87% believed that it was having a major impact on the planet. Nevertheless, environmental issues did not weigh heavily in the buying decisions of the respondents. Instead quality and cost were the main factors. However, the study identified a significant market for green cars whilst a significant number of respondents were willing to pay a premium for green products. Furthermore, the respondents indicated that eco-labeling of products would encourage them to buy more green products. Moreover, the study found that green marketers should target the White female segment of the market as they were most conscious of environmental issues. It was also recommended that the pricing of green products needs to be more competitive, green products need to be promoted as the norm and not the exception, and consumers need to be educated to go green. Government, consumers and industry all need to work together to ensure the sustainability of the planet. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2011.

In 1994 the new government introduced a subsidy scheme where the beneficiaries are provided with houses through housing projects. The houses have been vastly criticised for being small and poorly built. The sites provided are perceived to be small. The recreational facilities are perceived to be non existent and educational facilities scarce. The places where the projects are, is perceived to be far away from job opportunities. A sample of 200 beneficiaries was drawn from 1024 beneficiaries residing in the housing project in the area of France, Edendale in Pietermaritzburg, Phases 1 and 11. In this study, the respondents were composed of 32.9% males and 67.1% females. The respondent’s age group who participated in this project was 3.9% between 0-21 years, 28.9% between 22-35 years, 34.2% between 36-45 years, 16.4% between 46-55 years, and 11.8% between 55- 65 years and 4.6% did not reveal their age status. 80.9%, indicated they were owners of the houses, 6.6% indicated that they were not and those that did not reply are 12.5%. The study is descriptive in nature and explored the extent to which the beneficiaries were happy with their houses. The study explored the perceptions on the size of the sites, the small starter houses, the sanitation provided and the location of the houses. The findings suggest that the provision of sustainable housing in South Africa is still a challenge. The houses are still located far from the places of work and they are so small and there is overcrowding. The sizes of the sites are small and the sanitation provided unacceptable. The recreational facilities are nonexistent. Beneficiaries expressed dissatisfaction with the educational facilities. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2012.

The Batho Pele principles (enshrined in our Constitution) redefined the relations between the users of municipal goods and services and municipalities. It compels local municipalities to comply with certain requirements such as providing tools and mechanisms to encourage citizens to participate in its decision making processes as well as improving relations with its customers. eThekwini Municipality created two business units namely the Community Participation Unit and the Regional Centres Unit. The Community Participation Unit is responsible for mobilizing the local rural and urban communities to participate in local government elections. The Regional Centres Unit is responsible for improving relations between the users of municipal goods and services and the municipality by providing access to local government services at the doorstep of citizens, improving customer relationships, identifying and implementing initiatives to enable customers to interact with the municipality when they want to, where they want to and how they want to. Citizens and municipal customers are a captive market. Municipal goods and services in the main can only be sourced from the municipality. The perceptions of municipal customers towards the municipality were mostly negative. There were no precedents that could be learnt from and this was a paradigm shift from government to governance. eThekwini Municipality looked to private sector practices for models, philosophies and practices that could be useful for achieving change as well as compliance with legislation. Companies in the private sector have to compete for customers and whilst price may be a differentiating factor, it is not sustainable to compete on pricing alone. To remain competitive and survive, companies are dependent on strategies that provide them with a competitive edge such as CRM. CRM initially was used describe software that collected and analysed data on customers assisting companies to become agile in responding to their clients, to enable them to reward their loyal customers and to be able to predict and pre-empt changes in buying behavior and preferences of their customers. It evolved into a philosophy on customer service focused on providing customers with a satisfying experience in every interaction with the company. It is used to identify improvements in the business operating model to improve delivery to the customer and to the market. This study is based on a case study of the experiences of the eThekwini Municipality in implementing CRM initiatives and the impact on relations with municipal customers. The study is based on test sampling, review of documentation and interviews with senior management in eThekwini Municipality. The results of the study are discussed with recommendations. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2010.

This study is concerned with the efficacy of the Skills Development Act in promoting skills development and training in South Africa. Skills development and training was examined in the context of the 30 manufacturing companies and 20 retail companies based in Pietermaritzburg. Firstly, the literature study provided a foundation on which to base the idea that skills development and training is vital in order for a country to achieve economic success. Secondly, efforts of other countries in promoting skills development and training were examined. Thirdly, skills development and training was examined in the South African context. The literature study lent support to the idea that there is a need for skills development in South Africa, considering factors such as HIV/AIDS, the shortage of scarce skills and labour demand trends in the South African labour market and the South African economy. The field study involved the use of questionnaires to gather data from the respondents. The results of the field study were group into pre-defined variables. The variables were then correlated and hypothesis testing was conducted to test the relationship between the variables. The main conclusions of the study are based on the hypothesis testing and the results of the field study and are detailed below. 1. The perceived effectiveness of the Skills Development Act was found to be a positive correlate of the effectiveness of training, the application of effective training procedures, the percentage of employers conducting formal training and the percentage of training costs recovered from the SETAs. 2. Training was perceived to be effective in terms of employee learning, employee performance and organizational performance. 3. There was an even split between companies that applied effective training procedures and those that did not. 4. Compliance with the Act was a pre-requisite for selection of the sample, however full participation in the Act was found to be lacking in general. This means that the majority of companies in the sample did not submit Workplace Skills Plans and Implementation of Training reports. 5. Compliance with the Skills Development Act was found to be a correlate of the application of effective training procedures, assistance received from the SETAs, the perceived effectiveness of training and the perceived effectiveness of the Skills Development Act. 6. It was generally perceived that the assistance received from the SETAs was poor. 7. On-the-job training was found to be prevalent in all companies; however formal training was more prevalent in companies that have a large number of employees. The average rate of formal training was calculated as 29.64%. 8. The number of employees was found to be a correlate of the percentage of formal training conducted, the percentage of training costs recovered from the SETAs, the perceived effectiveness of training and the application of effective training procedures. / Thesis (M.Com.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

South African legislation, as summarised in The Strategic Framework for Water Services (Department of Water Affairs and Forestry, 2003), makes local authorities responsible for all water services to individual consumers. As Water Services Authorities (WSAs), municipalities must appoint Water Services Providers (WSPs) to implement water services. The legislation allows a range of organisations to act as WSPs. The Strategic Framework also lays down norms and standards with regards to continuity of water supplies and water quality. The country has adopted a policy of "Free Basic Water", which requires WSAs to provide a basic level of services free of charge. Six kilolitres per household per month is the norm adopted by most municipalities. In deciding on the institutional arrangements for the provISIon of water serVIces, municipalities need to decide what functions, if any, to outsource. Most international literature that reviews experiences of the International Water Decade advocates community management of rural water supplies, pointing to failures of government run, centralised management of rural schemes. A strong reason given for choosing community management is the sense of "ownership" this gives to local communities. Traditional theories on management by government organisations use a "steering" model, in which the government sets the course for policy and administrators implement the policies decided upon. Since the 1980s, a new paradigm for analysing government has emerged, emphasising the limits to governments' power to act as it wishes. The new model is one of networks of various interdependent organisations, often with the government at the centre. Such a model can be used to depict organisational relationships in rural areas of South Africa. In the early 1990s, a number ofNGOs implemented rural water schemes using the community management approach. However, after the passing of legislation making municipalities WSAs, very few municipalities have seriously considered community management, or any formal role for local community based organisations. Efforts to assess the effectiveness of municipalities' water service delivery IS severely hampered by a lack of usable data. Since starting to take responsibility for water schemes from DWAF and other bodies in 2000, municipalities have struggled to manage service delivery effectively, largely due to a shortage of management and technical skills. Alfred Nzo District Municipality (ANDM) is one of the poorest municipalities in the country, with high levels of poverty. Approximately 50% of the rural population have adequate water services, that is 25 litres per person available within 200 metres of the household (Smith, 2006). The operation of services is paid mainly from the municipality's equitable share from national government. This report attempts to assess the effectiveness and efficiency of community management of rural water supplies. This is done by examining ANDM's community management model as a case study. The roles and responsibilities of various actors in the programme were analysed by interviewing the Support Services Agents (SSAs) engaged to co-ordinate the programme. The effectiveness of the water services were analysed using the SSAs' monthly reports, and this was compared with other available data. The experiences of other rural municipalities were also examined, focusing on their experiences with community participation. The model used by ANDM consisted of a water committee or board for each water scheme, which supervised the work of local operators and administrators. Operators carried out minor repairs, while the SSAs did monthly servicing of pumps and motors, and implemented major repairs, largely by supervising local operators and casual labourers. Committees submitted monthly reports to the SSAs, which were used as a basis for reports from the SSAs to the municipality. SSAs also reported on water quality. The figures for continuity of supply (measuring the operability of the infrastructure) varied considerably between the three SSAs. A possible reason for low figures from one SSA was that the figures also reflected water shortages in some schemes. Figures for water quality varied more than those for continuity, leading to a concern about the extent to which sampling and testing procedures were standardised. The figures were compared with figures from attitude surveys on water services recording consumers' perceptions about continuity of supply. The difference in data being measured, and concerns about the meaning of the figures from the SSAs' reports make direct comparisons impossible. However, the data indicates that for schemes served by two of the SSAs at least, a reasonably effective service was rendered. The cost to the municipality of providing water services was R4,19 per person per month, a relatively low figure compared with other municipalities. The four KwaZulu-Natal District Municipalities interviewed all reported negative experiences with community management of rural schemes that they inherited, and all four have opted for a centralised system, one using a partnership with a water board. None of the four municipalities had systematic data on continuity of service. Despite the difficulties in comparing the performance of ANDM to that of other municipalities, it is clear that the system employed by the municipality to use community management with the support of external consultants and NGOs was workable, sustainable and efficient. The participation of local community organisations assisted in some of the common problems that beset rural water schemes such as vandalism and water wastage. The report recommends that: • Municipalities with remote rural water schemes seriously consider community management as an effective and efficient delivery mechanism. • Where community management is employed, it is backed up with effective managerial and technical support. • The Alfred Nzo District Municipality reinstate the contracts with external Support Services Agents, which were the basis of effective management of and reporting on its rural water supply programme, unless equivalent internal capacity has been acquired to do the work done by the Support Services Agents. • Water Services Providers be required by water services authorities to submit regular data on service availability, continuity of supply and water quality, and Water Services Authorities in turn be required to submit similar data to DWAF. • DWAF issues guidelines on how proper separation of regulation and implementation roles be effected between WSAs and WSPs respectively when the WSP function is carried out internally. / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

Objective of the study. This study is about the intergovernmental fiscal relations in South Africa. The primary objective is to review the international experience of fiscal decentralisation with the view to providing answers to the issue of revenue sharing, problems of expenditure and revenue assignment, and the impact of the whole decentralization on the size of the public sector in South Africa. Methodology. The methodology adopted in this study includes (1) a review and comparison of the practise of fiscal decentralisation in four countries, and (2) an econometric investigation into the impact of fiscal decentralisation on the size of the public sector, using time series quarterly data for the period 1993/94 to the second quarter of 1998/99. Regarding the econometric investigation, a single linear regression model including fiscal decentralisation, fiscal collusion, income and population are assumed to influence the size of the public sector. Study Findings. Our analysis provides certain interesting results. First, the countries reviewed tend to assign functions in a manner that is consistent with the public finance theory that functions that are distributive in nature and those that are meant to ensure the country's stability should be reserved exclusively for the federal or national government. Whereas the Australian, Canadian and Brazilian's revenue decentralization show a number of significant taxes that are devolved to the lower levels of government, Germany represents a strong collection at the center. The discrepancy is compensated for by the use of equalization grants in the German model. Second, fiscal decentralisation is found to exert a negative influence on the size of the public sector, although the impact is statistically not significant. The insignificance of the impact of fiscal decentralisation on the size of the public sector is explained in terms of the fact that there has, in fact, been very little decentralisation in South Africa. The size of the provincial and local government own source revenue relative to the consolidated general government expenditure is very little, pointing to the serious lack of revenue raising powers by the sub-national governments and thus the absence of any meaningful extent of decentralisation. Third fiscal-collusion exerts a significant negative influence on the size of the public sector. That is, the size of the public sector will reduce if provinces and local authorities are granted enough power to raise their own revenues. This result indicates that the massive transfers of revenue from the national government to the provinces and local authorities (revenue sharing) significantly reinforces the expanding influence of the decentralised expenditures financed through revenue transfers. Fourth, the overall size of the country's population is found to be inversely related to the size of the public sector supporting the argument that as population increases, economies in providing services are reaped. / Thesis (M.Com.)-University of Natal, Pietermaritzburg, 1999.

Ballast water discharged from ships is considered to be one of the four biggest threats to oceans, as alien species, detrimental to the marine ecosystems, are introduced into domestic waters via ballast. Nevertheless, eight years after its adoption, the International Convention for the Control and Management of Ship’s Ballast Water and Sediments of 2004 remains unenforced. In the interim, the IMO has encouraged member countries to implement national ballast water policies in order to reduce the risk of alien invasions into their waters. South Africa was chosen as one of six countries in the world to participate as a pilot country for the GloBallast programme which was conducted in Saldanha Bay between 2000 and 2004. The purpose of the GloBallast programme was to assist developing countries to understand, develop and implement control measures relating to ships ballast water within their ports. The outcome of the risk assessment completed during the programme was that South Africa needed to implement a mandatory ballast water reporting system. The purpose of this study is to examine the status of ballast water management in the ports of South Africa and to determine the progress made since South Africa participated in the GloBallast programme. The methodology used in this study included questionnaires distributed to industry experts and the full population of Ships Agents that are members of the South African Association of Ship Operations and Agents. The findings show that whilst each port is reported to have a ballast water management plan; only three of the eight potential plans could be produced. Two of these plans, belonging to the ecosensitive ports of Ngqura and Saldanha Bay, were proven to be well-known amongst the agents. The other ports, however, reflected a weak 50% and lower level of awareness. It was further determined that the ships agents are largely unaware of the responsibilities placed upon them by these plans. The findings further revealed that these regulations have not been monitored or enforced and presently ballast water management would appear to be merely a paper exercise. Those ships agents who are aware and comply with the requirements report that they have never had a problem with obtaining approval to discharge ballast. Recent developments in July 2012 show that the Department of Transport has assembled a team to further develop legislation and regulations to address ballast water management in South Africa. / Thesis (MBA)-University of KwaZulu-Natal, Durban, 2012.

This study investigated the production strategies employed by the small, medium and micro enterprises (SMMEs) in the Jacobs area in Durban. The research on the production strategies employed by SMMEs supports the government’s initiative of growing small businesses to help create employment and contribute to poverty alleviation in the country. This study is also significant as its recommendations will be of value to SMME owners and prospective SMME owners. The research methodology employed in this study is quantitative research methodology. The questionnaire used in this study elicited views of seventeen questions designed from the literature review. The questionnaire used the five point Likert scale for question two to seventeen, while in question one respondents had to choose from a list of production strategies. The questionnaire was divided into five parts with each part of the questionnaire linked to one of the five objectives of the study. A sample of 30 registered SMMEs in the Jacobs area was used. Though this is a small scale study, if its findings and recommendations are followed by the SMME owners they will add to their businesses an abundance of value. The findings from the field work provided by the respondents to the questionnaire were consistent with the findings in the literature review. The key findings of the study were that there are challenges when implementing production strategies; however the effectiveness, benefits and the risks of not having a production strategy in place far outweigh those challenges, furthermore it was found that with good planning, training and communication the effect of those challenges can be mitigated. A rigorous study on SMMEs that do not use production strategies was recommended as a suggestion for further research to establish if their productivity and profitability were the same as those SMMEs that employed production strategies. / Thesis (MBA)-University of KwaZulu-Natal, Durban, 2012.