Human Resources (HR) is always toted as being an important element in any organisation, yet this contribution is frequently taken for granted. The HR Executive and Division are expected to react to the instructions of senior management, regarding plans for the organisation, by providing the human resources to achieve these strategies. History and literature are proving that this type of relationship is not conducive to the attainment of goals and objectives. HR input must form a part of the strategic planning process and HR Management must be seen as strategic partner rather than its current supportive subservient role. In SANRAL much emphasis is placed on its human resources and how it intends achieving its goals through these resources. This study aimed to test whether these goals are achievable through the systems and processes in place. HR Management is responsible ultimately for these systems and processes. The relationship that exists between HR management and the organisation's strategic management team will determine whether these objectives are attainable or not. The role that HR Management plays in the organisation was reviewed. Literature consulted proposed that when HR management took on a strategic role at the formulation stage of strategies, then these organisations were far successful at achieving their goals than organisations that didn't. This only happened when HR management was at a fully integrated level with the strategic management process. The SANRAL organisation was evaluated next, using questionnaires, interviews and a case study approach to collect the data to build a refectory of information. This was done to identify and to determine the role that HR Management played in this organisation. The third step involved analysing this data collected and considering it against the literature reviewed to determine the type of relationship that existed. Evidence pointed to a one-way level relationship between the HR Management and strategic management. The conclusion reached indicated that the role of HR and the processes in place currently was not conducive to successful execution of the organisation's strategies. As a result the organisation's ability to achieve its goals successfully will be affected negatively. Finally, key areas within the organisation were identified that hampered the progress of SANRAL's HR Management to a strategic role, and recommendations were made to address these areas. This would ensure that the organisation would be much more successful in achieving its objectives had it not adopted this role . / Thesis (MBA)-University of KwaZulu-Natal, Durban, 2004.

Even a brief Internet search reveals the huge variety of ways in which the terms transformation, diversity, employment equity and affirmative action are used, as well as the vast range of interventions offered. For example, the term diversity can be used in its most narrow sense focusing on one identifier such as race, or broadening along a continuum towards including all identifiers such as skills, ideology or even personality. / Thesis (MBA)-University of KwaZulu-Natal, 2007.

Performance appraisal is a human resource function that has often been criticized by researchers due to its failure for making sufficient impact on employees' work performance hence organizational performance. Most authors have felt that it carries the greatest risk of either failing, falling into disuse or degenerating towards a meaningless paper work exercise if used as a stand alone process. Hence the shift by most modern organizations from the use of performance appraisal alone to manage employee performance to the use of an integrated performance management system making performance appraisal an integral part of the overall system of employee performance management. Against this back drop a study has been carried out in order to establish the perceived effectiveness of the performance management system currently in use by the department of Customs and Excise (Swaziland Civil Service) as well as to identify areas where the system can be improved upon. A self-administered questionnaire was used to collect data from employees of the department who are both in the top management level to present the managers' perceptions and the entry officers' level to present the non-managers' perceptions. The questionnaire was structured in such a way that it covers the main elements of a performance management system, which are planning performance, managing performance, reviewing performance and rewarding performance. Analysis of the data was done to ascertain the perceptions of the employees of the department on the effectiveness of the current performance management system and is presented on chapter 4 of this report. The survey data reflected an overall negative level of satisfaction with the performance management system currently in use. A majority of the responses show that the current system is not clear on how it functions and what its benefits to effective work performance. The current performance management system is considered ineffective because it: > Does not provide for meaningful, timely feedback > Is impossible to administer in an equitable objective manner. > Uses performance appraisal as a stand alone process to manage employee performance > Fails to set performance standards The impact of this performance management system is as follows: > It generates low moral > It discourages team work > It does not foster trust > It generate avoidance of assessment > It produces feelings of being judged rather than being appreciated. A recommendation was made to introduce a holistic approach of performance management that treats performance appraisal as an integral part of a bigger picture of performance management with all the elements of a performance management system. / Thesis (MBA)-University of KwaZulu-Natal, 2005.

Impulsive buying is another form of consumption behaviour that seems to be occurring more frequently today. This behaviour has both positive and negative effects, therefore, caution should be taken when making consumption decisions. This study attempts to investigate impulsive buying behaviour among marketing students at the University of KwaZulu-Natal. It discusses factors that contribute to such behaviour, some of which were identified in a study conducted by Youn & Faber (2000). These factors include lack of control (impulsivity), stress and absorption. The study highlights cultural influences on impulse buying behaviour. It mentions the several differences between male and female consumers. According to Zhou & Wong (2003), retailers need to understand how they can attract and retain a significant share of consumer impulse purchases for market survival. Understanding consumer behaviour helps in the development of effective marketing communications (Bothma et. al 2002). A literature review conducted to gain insight and understanding on impulse buying behaviour. A survey questionnaire was used to collect data from fifty University of KwaZulu- Natal marketing students. Findings on the study highlight vast unplanned consumption behaviours. / Thesis (MBA)-University of KwaZulu-Natal, 2006.

This study looks at the ailing Zimbabwean tourism industry and efforts to reverse the negative trend in tourist arrivals. Despite this sector of the economy enjoying positive growth both globally and at a regional level, the local industry had been adversely affected by negative perceptions about the country. The Zimbabwe Tourism Authority (ZTA), whose mission is to professionally market Zimbabwe as a leading tourist destination, has embarked on various initiatives. Unfortunately however, the organisation has enjoyed limited success in recapturing the demand experienced in the years prior to 1999. In order to investigate other avenues to pursue, this study sought the perspectives of two major stakeholders of the local tourism industry. These were namely "buyers" comprising the international tourist, who were probed for their motivations in selecting a holiday destination. In addition, local "suppliers" to the sector who interface directly with the international traveller, were asked to give their perspective on the performance of the ZTA in fulfilling its mission. Personal interviews were conducted in the resort town of Victoria Falls. This area was chosen over other attractions in Zimbabwe because our neighbouring competitors, South Africa and Zambia have promoted the resort for their own benefit, at the expense of the local industry. Another reason is the worldwide recognition and appeal of the attraction, owing to its historical significance. The study established that the resort still enjoys immense popularity, with international visitors opting to return several times in order to gaze at the scenic wonder. However, since the falls lack a truly Zimbabwean identity or image, travel agents and tour operators have either channeled tourist to the Zambian side or flown them in via South Africa as day visitors. The resultant effect has been minimal financial benefit to Zimbabwe by way of receipts from tourist expenditure. Adopting a co-operative strategic orientation with these neighbouring countries is recommended. At a local level the study found that the local tourism industry lacked a unified approach in tackling the challenges facing sector. / Thesis (MBA)- University of Kwazulu-Natal, 2004.

The effects of job satisfaction on work outcomes have been of interest to social scientists for decades. Investigations have been made into the antecedents and consequences of job satisfaction. Although many researchers have sought to confirm that a satisfied worker is a productive worker, the reliable correlation between the two variables could not be established. Nevertheless, interest in this field continued because some scholars believed that the key element in the quality of work life of an employee is his satisfaction with his job. It therefore follows from this premise that improving job satisfaction has humanitarian value. The present study examined the job satisfaction of petrol attendants, with an objective of measuring their general job satisfaction level and ultimately identifying those factors needing attention. Subjects for the study were 170 petrol attendants drawn from seventeen service stations in Durban. The convenience sample was used to collect data based on the approval obtained to conduct such a study at different service stations. Minnesota Satisfaction Questionnaire was used to collect data which was analysed using both descriptive and inferential statistics such as frequencies and percentages, one way analyses of variance (ANOVA) and the least squares difference test. Each of the four hypotheses postulated was tested at 0.05 level of significance and the results showed job satisfaction to exist among petrol attendants only in neutrality. The interpretation of the general job satisfaction results was that petrol attendants are not job involved. Recommendations to improve those factors contributing to the petrol attendants' dissatisfaction were therefore made. / Thesis (MBA)-University of KwaZulu-Natal, 2006.

This report aims primarily at analyzing working capital management in non-profit organizations. Since most non-profit organizations experience financial difficulty in the short-term, an evaluation is conducted with regard to the components that make up working capital. Five organizations were analyzed, in order to identify if these problems are uniform, cyclical or unrelated occurrences. To prevent inconsistencies the organizations that were analyzed operate in similar environments and provide similar services. This study was prompted by the ever-changing economic conditions in the country and the effect that they have on non-profit organizations' survival. Based on this, a short-term financial perspective was undertaken and the effects of working capital management were analyzed. This was further elaborated by the fact that non-profit organizations are finding it difficult to bridge the discrepancies between revenue and expenditure, which was substantiated by Braswel et. al, (1984). A case study methodology approach was adopted which identified financial theory as a base; thereafter, an analysis was conducted of the organizations' financial statements. Once this was completed, a survey was undertaken with all financial decision-makers. Thereafter, an interview was conducted with financial managers to establish the effective management of working capital. Based on these methods, conclusions were drawn and recommendations made, so that corrective action could be taken to eliminate or reduce the recurrence of these problems. The aim of this study is to provide non-profit organizations with greater understanding of financial planning models and techniques, which would aid them in their management of working capital. / Thesis (MBA)-University of KwaZulu-Natal, 2004.

All organisations exist for a purpose and survival is the most common to all organisations. Changes to the internal and external environment often require the organisation to realign its activities to suit the changes. Ignoring the changes normally threatens the purpose of existence of the organisation. One of the triggers for change in the direction is the recognition of the performance gap. All changes require management to take strategic decisions and there are risks which such decisions entail. This project is about Ithala Development Finance Corporation's strategic direction where reassessment .was triggered mainly by the increased need to be financially self-sustainable in addition to meeting its development mandate. This naturally demanded that Ithala venture into new areas of operation including inter alia new products, new markets, new geographic areas and, more importantly, new internal competencies. All change involves risks and uncertainties as it challenges the status quo, established mindsets and cultures. These are just some of the challenges facing Ithala in devising its new strategic direction. Evaluation criteria are intended to assess whether a particular sequence of actions will result in the desired positions or postures. Evaluation enables the organisation to make objective judgements about the probable outcomes of the proposed actions before implementation. It is the last chance for the organisation to take alternative recommendations seriously and make amends. The purpose is to prevent surprises. / Thesis (M.B.A.)-University of KwaZulu-Natal, Durban, 2004.

The internet has rapidly become a part of an every day experience for the consumer. The rapid expansion of information and communication technologies in daily business activities is the most important long-term trend in the business world. Quality is related to customer satisfaction, retention and loyalty in both the products and service settings and thus quality is expected to be a determinant of online retailer success as well. This study focused on the critical components of the business environment with regard to organizations retention of their customers and maintenance of their competitive advantage within an online environment. The main aim of this study was to determine the effects that customer satisfaction and service quality have on customer behaviour within an online environment. The population consisted of broadband users in the UK and the research instrument used was a questionnaire that was administered to a sample of four hundred consumers at four locations in the city centre of Victoria, London. The findings of this study are similar to previous studies conducted by researchers of service quality. The most important elements that surfaced were what customers require from an online shopping environment viz. reliability and efficiency of the website, correct product descriptions and advertising, accurate delivery times and correct orders. Best practices and recommendations with regard to organizations using past studies and models available as well as the use of strategic instruments to enhancement the organizations viability. It was recommended that organizational surveys be conducted as well as recommendations for empowering and equipping members of staff as well keeping service promises. Research is needed in the examination of inter-relationships among technology readiness, electronic service quality and electronic shopping behaviour of customers as well as research into actions on the Web site that most affect the identified key drivers of revisits or repurchase. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2006.

The effectiveness of Senior Management in the KwaZulu-Natal Provincial Public is essential to effective service delivery. This study addresses the area of management development. It is an attempt to improve management development by understanding the perceptions of Senior Managers of Action Learning as an approach to management development. One of the reasons cited for poor service delivery is the lack of management capacity. While management development is taking place its impact on individual and organisational performance is being questioned. The objectives of the research are to gather data on the perceptions of Senior Managers of action learning and to use the data to make recommendations on it as a management development approach. A self administered questionnaire comprising forced choice, closed and open ended questions was development and used to gather data. The population for the study comprised Senior Managers who attended the Khaedu Action Learning Programme with the sample being fifty. Non-probability sampling was used, with the sample selected using purposive sampling. Thirty of the fifty questionnaires were completed and returned. The data was analysed using the MoonStats Statistical Package to determine frequency of responses only. Themes were identified in the data and linked to the theory of action learning. Based on the themes conclusions and recommendations were made. The survey data reflected that Senior Managers have a positive perception of action learning as a management development methodology and that it contributed positively to their capacity and performance because of its practical learning by doing approach. The data also highlighted that it will have a positive impact on creating a learning organisation, teams and team learning and organisational improvement. (v) Perceptions about support and commitment to programme and whether the action learning recommendations will be implement were negative. The recommendations made seek to reinforce the positive perception and support the use of action learning as the core management development approach to revitalize management development. / Thesis (MBA)-University of KwaZulu-Natal, 2006.