The purpose of this study was to investigate the factors that influence the consumers' decision-making process in the selection of shopping centres. The South African society is undergoing a rapid transformation in its consumption patterns. The development and expansion of shopping centres means that consumers, in most cases, have an increasing choice of shopping destinations that meet their needs for goods, services and entertainment. The development and rapid expansion of planned shopping centres, often called Shopping Malls, has been one of the greatest retail revolutions in South Africa in the last twenty years. The competitive retail environment poses serious threats and opportunities for growth and profitability of shopping centres. The empirical research, which was conducted amongst shoppers at the various centres in the greater Durban area, confirms the significance of the various situational influences, which are the physical surroundings, the social surroundings, time, task definition and antecedent states as they impact on the shopping centres. The findings of this study reveal that stakeholders of shopping centres should go beyond the tactical aspects of shopping centre operations and adopt a strategic approach to business, in which customers' needs and competitors' actions are monitored in their quest to obtain preference vis a vis their competitors. The need to create and maintain a sustainable competitive advantage over other centres is at the heart of ensuring the continued viability of individual shopping centres. Against the urgent need to adopt a strategic approach to shopping centre development and management, recommendations are provided for developers and managers to acknowledge the impact of the dynamic aspect of the factors that influence the consumers' decision-making process and their implications for shopping centre development and promotion. This study is aimed at providing valuable information to a variety of stakeholders such as the tenants, property developers, investors, shopping centre managers, retailers and consumers at shopping centres as well as academics interested in consumer behaviour and the impact of shopping centres in South Africa. / Thesis (M.Com.)-University of KwaZulu-Natal, 2007.

A company cannot survive without giving attention to quality. Ensuring quality in products is so important that many companies give major attention to actively managing processes to make sure that quality permeates everything the company does. Quality management is a company's unique approach for addressing all aspects of quality. It requires vision, a quality policy, a quality standard, a quality system and the control of the system. The water industry is a natural monopoly in which no competition exists to provide customers the opportunity to choose between different suppliers. Due to the monopolistic nature of a water utility, the tendency was previously to neglect the customer and his needs. For water utilities, the quality of the product water has always been the important factor mainly because of their responsibility towards the protection of public health. The quality emphasis was mainly towards meeting the demands of the primary and secondary sector of the water industry that is to provide water of an acceptable standard to the customers. It was only during the 1980's that water utilities became concerned about service quality in pursuance of the example set by the broader industry. Since then the emphasis on quality shifted gradually towards the tertiary sector of the water industry, the provision of quality services to the customer. The Namibia Water Corporations Act, 1997 requires that a performance contract should be concluded between the owners of the company (the State) and the Corporation. It further requires that the Namibia Water Corporation (NamWater) should formulate and maintain service standards in respect of the provision of water, services or facilities. As both these requirements are primarily based on efficiency, performance,achievements, cost-effectiveness and the optimum use of resources, there is a need to develop a system that will address all these aspects. This document describes the outcome of a study to develop a quality management system for NamWater that will address all these aspects, to identify shortcomings within NamWater and to monitor progress regarding meeting the quality standards on a continuous basis. Together with the development of a proposed quality policy document, this study also resulted in the compilation of a proposed set of service standards as prescribed by the Namibia Water Corporation Act of 1997. Performance gaps where existing practices in NamWater do not meet industry's best practice were identified by making use of performance indicators developed by the International Water Association (IWA) and the benchmarking exercise of the Water Utility Partnership (WUP). A set of performance indicators was developed to monitor the progress of NamWater in meeting standards on a continuous basis. The study concludes with a proposal for a quality management system for NamWater to ensure that the work is carried out in accordance with the quality policy and the quality standards. To identify possible performance gaps in NamWater, the information from the Water Utility Partnership programme on performance indicators and benchmarking was used to evaluate the performance of the NamWater against other water utilities in Africa. In general terms, the performance of NamWater is better than in many other African countries. However, by evaluating the results of the benchmarking exercise performance gaps were identified within NamWater that needs urgent attention. This study identifies the Sales Process as being the area to concentrate on as a first priority, with the focus on the improvement of revenue collection, the improvement of customer relations and the decrease in total cost. The Support Process should be the second priority with the improvement of the asset management organisation high on the list. There are two fields in the Production Process that needs special attention. They are unaccounted-for-water, and supply interruptions. The identification of industry's best performers in the various fields where performance gaps exist is beyond the scope of this study. It will form part of the implementation phase of a quality management system for NamWater. To monitor NamWater's performance on a continuous basis over time in meeting the requirements of the quality policy, various performance indicators have been identified. These indicators will also identify future performance gaps, determine various performance trends in the company, and measure and monitor the benefits of the implementation of best practice. Performance indicators were identified (from the IWA and WUP programmes) due to the fact that it will serve the abovementioned purpose and it is compatible with the present situation within NamWater. As can be seen from the performance gap analysis all three processes in the NamWater organisation have shortcomings that will have to be addressed through a quality management system. The situation is ideal for the implementation of TQM for NamWater. Such a project should be high on the priority list of the management of the company. / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2004.

This dissertation examines the emergent understanding of the dynamics of Remote Employment in an organisation. It reflects on the workings of value adding employment where individual employees operate from home and away from the "office environment". In so doing, it hopes to raise within organisations new levels of awareness that will make this employment form meaningful and fruitful. Within the body of the dissertation, relevant theoretical constructs are outlined. These form the basis on which emergent understanding using Systems Thinking is discussed. These theoretical constructs are placed upon an underlying foundation that focuses upon Systems of Meaning and the influencing factors that both encourage relationships and best accommodate participant stakeholders. Meaningful relationships are explored from a cognitive perspective. Such an approach also serves as a proposition for sustaining all forms of employment relationships irrespective of the participants particular work locality. / Thesis (M.Com.)-University of Natal, Durban, 2002.

Is it possible to improve project management practice by incorporating systems thinking techniques and tools in the process? This is the simple premise on which this study is based. It is a premise that is not particularly ambitious, but one which potentially may assist project management in certain environments to become more effective in practice. Why is it that project management needs to become more effective in practice? This is owing to a growing body of knowledge that points to the difficulties encountered by the practice of project management in complex environments. In simple terms, the literature has it that since project management is a 'hard' approach to problem solving, it cannot respond adequately to change and/or unexpected phenomena thrown at it by an unsympathetic environment. The incorporation, therefore, of a 'soft' approach in project management practice, like for instance, systems thinking techniques and tools, should make project management as an approach more robust and effective in difficult and problematic environments. The testing of a hybrid project management/systems thinking model, therefore, is what is attempted in this study. In what way does this study seek to apportion value on this hybrid model? This study makes use of meta-learning to the degree that it tests its own hypothesis in the process of its writing. The idea here is that the study itself be treated as a 'project' and that it be completed by utilising this hybrid model which incorporates both traditional project management methodologies, and systems thinking techniques and tools. This may be viewed as a curious conceit, but it is hoped that the reader will not find it untenable, and thus an invalid assessment of how this hybrid approach can function. The outcomes should speak for themselves, whether positive or negative. Clearly, to pursue this line of questioning requires a working knowledge of both project management practice and systems thinking. These two approaches to problem solving are discussed at length in this study, with pointers to their strengths and weaknesses, and to their potential for useful interaction, and a hybrid model is mooted which, it is envisaged, should prove useful to project managers. How does one assess the success of the new hybrid model? There are various ways that one can check the hypothesis, but ideally one would need to closely observe the life-cycle of an actual project, a project that is implemented and completed using the hybrid model mooted earlier. This kind of project is not always particularly easy to come by, nor is it a simple procedure to convince a project manager to adopt such a hybrid approach. It is for this reason, therefore, that this study is treated as a 'project' and its efficacy as a project commented on during the course of and at the conclusion of the study. / Thesis (M.Com.)-University of Natal, Durban, 2002.

This investigation probes the perceptions of consumers as well as marketers with regard to the branding of fast moving consumer goods in South African retail chain stores. While much research has been conducted on branding, this investigation will focus on the extent to which marketers’ perceptions and consumers’ perceptions converge with a view to maximizing the mutual benefits to be derived from marketing strategies within a contemporary South African environment. The extent to which South African marketers’ perceptions and consumers’ perceptions converge to promote brand equity is postulated in the brand equity optimization model. The research commenced with an exhaustive literature survey followed by an empirical survey. The fieldwork for this survey was conducted nationally among the three major retail groups in South Africa and among consumers living in the province of KwaZulu-Natal. The findings from the literature survey indicate that both local and international companies have realized the potential of investing resources in brand building activities. These findings have provided evidence to suggest that building brand equity for fast moving consumer goods impacts positively on the sales and the popularity of these products. The findings of the empirical research illustrates that the typical South African consumer has become brand conscious and brand building activities encourage them to purchase these products. The findings from the consumer survey were supported by the investigation conducted among retail chain stores who agreed that building brand equity results in increased sales and the popularity of the products concerned. Consumers have a preference for manufacturer branded products but house brands are selected primarily because they are cheaper. Manufacturer brands are viewed by consumers as having the most innovative packaging, excellent promotional support and consistently good quality while retail chain stores believe that manufacturer brands lead the way in terms of brand building activities, packaging innovation, promotional support and quality. The results of both surveys illustrate that retail chain stores and consumers share similar viewpoints with regards to the branding, packaging, pricing, promotions and quality attributes of fast moving consumer goods in terms of optimizing brand equity. / Thesis (Ph.D.)-University of KwaZulu-Natal, Westville, 2007.

The high rate of accidents recorded in South African industry and the human and economic consequences involved reflect inadequacies in existing safety management policies and practices. The universally accepted right of employees to protection and the demands of social policy make the prevailing situation unacceptable. The complexities of the parameters of the employer's obligation for sound safety management requires practical guidelines for its understanding and application. The aim of this research is therefore to determine these parameters and to provide guidelines for their application. The parameters at issue are regulated by the principles of modern labour law, the developing common law, and statutory law such as MOSA. In order to pursue sound management practices and employment relations, the employer must not only take cognizance of his legal obligations but also various humanitarian, social and economic considerations. To correlate the complex nature of safety management with the demands of social policy, it is necessary to apply an appropriate standard of conduct to which every safety practice must adhere. This standard relates to the employer's general duty to take fair and reasonable precautions to eliminate or minimize occupational hazards. The employer's conduct is measured in terms of the objective standard of the reasonable employer in labour relations. The concept of reasonableness is therefore fundamental to the formulation of the parameters of the employer's obligation. The parameters are shown to centre round the reasonable foresight of the likelihood of harm and the implementation of reasonable precautionary measures to guard against the occurrence of such foreseeable harm. Furthermore, an unforeseeable incident that occurs in spite of preventive measures taken may reflect the need for subsequent preventive and corrective action. There is clearly scope for employers to adopt a more proactive approach in promoting sound safety management practices. Certain statutory, attitudinal and policy changes will be necessary for improved working conditions. These changes will include the formulation and implementation of an objectively-based safety policy that will facilitate the application of the parameters established. The proposed model flow-chart makes it possible to establish whether the parameters have been effectively implemented, and whether the employer or a third party is liable for a particular accident. / Thesis (Ph.D.)-University of Natal, Durban, 1993.

This dissertation set out to ascertain that a South African vendor, on-time delivery to EU buyers, was unreliable. Late deliveries from South African vendors to EU buyers have led to Kingfisher Sourcing Africa (Pty) Ltd being a volatile sourcing office for the Kingfisher Group. Kingfisher Sourcing Africa (Pty) Ltd need to take considerable measures in determining which South African vendors they source products from in order to determine their success or failure. This research has highlighted the following problem: i. South African vendors are unreliable suppliers. Recommendations derived from this research include: ii. The need to clarify terms and conditions of trade, iii. To ensure Kingfisher Sourcing Africa (Pty) Ltd has a contract in place with South African vendors, iv. To periodically and systematically evaluate South African vendor's : Financial capabilities, Supply chain capacity, Management structure, Product offering mix, / Thesis (MBA)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

This research investigates the role of brands in the advertising of beauty products. This study was conducted at tertiary institutions in the Durban Metropolitan Area. Since, students are believed to constitute a large market for consumer goods, especially beauty products, the study also seeks to determine consumption patterns and preferences of brands of beauty products by students at tertiary institutions. Using a survey-based study, the results of the survey highlights the importance of the branding of beauty products in promoting sales, loyalty and preference for various brands. The findings suggest that marketers' should continue to provide information to consumers about their beauty products, so that their benefits and functions are constantly emphasized, without exaggerating the claims of the brands. It has also emerged that detailed instructions on the use of beauty products and the frequency of their use be clearly indicated on their labels. This study has also revealed that brands of beauty products entrench the image of the company through its truthful advertising. / Thesis (M.Com.)-University of KwaZulu-Natal, 2007.

Currency exposure has become a widespread issue as more corporations of all sizes source and sell in overseas markets and compete both at home and abroad with international companies. Very few companies are unaffected by currency risk, whether directly or indirectly. Businesses that source products from foreign countries face the risk that exchange rate movement will erode gross margins if competition prevents selling prices from rising in tandem, while resource-based companies face the uncertainty associated with the fact that the world's commodities markets are denominated in US Dollars or Pounds Sterling while their costs are often denominated in their local currencies. Businesses that ignore exchange rate volatility expose themselves to unnecessary risk, which could have significant consequences if exchange rates suddenly move unfavourably. The volatility of the South African Rand over the past few years is forcing treasurers and other managers responsible for international trade to look anew at how South African exchange rate fluctuations affect their company's results. Many companies have suffered from the effects of fluctuating exchange rates; some have reported losses running into millions of Rand. While more and more firms realize that they should manage foreign exchange risk, not all of them have come up with an appropriate management strategy. There has always been a great deal of debate over the best approach to hedging, or the best methods to forecast exchange rates; however hedging is of the utmost importance for companies. With the recent volatility of the rand, the multinational firm covered in this thesis, showed foreign exchange losses amounting to several millions, using forward exchange contracts to cover its high foreign exchange exposures. The major disadvantage of the forward contract as experienced by the firm and shown in this thesis is that it is a legally binding agreement and thus the firm was bound to accept the agreed exchange rate and also the fact that the exchange itself had to be done. If the commercial reason for the exchange disappeared, the cost of cancelling the forward contract would be quite high. In addition, if the exchange rate at maturity was more favourable to the firm than the one agreed to in the forward contract, the firm will still have to honour the contract and will not be able to take advantage of the favourable exchange rate. Thus, with FEC there is the elimination of the opportunity for profit, should exchange rates turn out favourably. When purchasing a currency option, however, the holder is protected from downward movements in the exchange rate whist still having the opportunity to benefit if the currency moves favourably. Hence, the purpose of this thesis was to evaluate the use of currency options as an alternative hedging strategy to forward exchange contracts to manage the firm's foreign exchange risk. It was found that, had the firm used currency options as compared to FEC over the last four years, the firm would have made significant saving in spite of the option premium. The firm would have enjoyed the flexibility offered by currency options, that is, to let the contract lapse when it would not be to the firm's advantage thus making a lower payment for its imports than would be paid under the forward exchange contract for the same period. The results were tested over a period of four years to prove that the difference in payments using the FEC and the currency options were statistically significant. What was apparent from the research, however, was that though the multinational firm could choose from a vast array of financial instruments and currency derivatives to manage its foreign exchange risk, the firm chose to stick to using forward exchange contracts. The reasons varied from fear of dealing with the complexities of the many instruments available on the market to the limited resources within the foreign exchange department to understand the technicalities of the various instruments. The investigation revealed though forward cover as used by the firm was more efficient in terms of ease of use. Currency options when applied to cover the firm's foreign imports resulted in less cash outflow, making it better and more profitable than forward exchange contracts. Options contract, though more expensive, would have allowed the firms to let the option lapse and therefore benefit from spot exchange rates if these were more favourable. / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

All of us are consumers. We consume products such as bread and milk and services such as education, banking and transportation. A fundamental understanding of consumer behaviour forms the backbone of all marketing activities and is an imperative prerequisite for the success of businesses. Consumers' wants and needs in today's competitive world are continuously changing. Therefore companies are forced to understand how consumers make purchasing decisions before an effective marketing strategy could be designed. (Skinner, 1994:218) According to Lamb et al (2000:66) in order to design an appropriate marketing mix for their defined market, marketing managers must be able to understand consumers' behaviour thoroughly. This is essential because it will determine how successful the marketing strategy would be. Mowen (1995:5) define consumer behaviour as "the study of the buying units and the exchange processes involved in acquiring, consuming, and disposing of goods, services, experiences and ideas." In a nutshell, to stress the importance of understanding consumer behaviour, Assael summarises it by saying that "marketers have come to realise that their effectiveness in meeting consumer needs directly influences their profitability and the better they understand the factors underlying consumer behaviour, the better able they are to develop effective marketing strategies to meet consumer needs" (Assael,1998:5) This study examined toothpaste purchasing amongst Pietermaritzburg (PMB) consumers. The specific objectives were to evaluate which marketing stimuli affect the purchase of toothpaste in PMB, to evaluate the attributes consumers look for in toothpaste purchasing, to identify the various demographic variables that influence the purchase and finally to identify which brand of toothpaste has preference amongst PMB consumers. Theoretical reviews of the factors influencing consumer behaviour, which are categorised into marketing stimuli as well as environmental and individual factors are first discussed. These are followed by a brief description of the toothpaste industry and the various product attributes. The methodology used for the data collection as well as the interpretation procedures are also outlined. The key findings were Colgate Herbal was top on the list with 16.3% of respondents selecting it while Aquafresh All-in-One came in second with 15.3% of respondents having chosen it. Consumers attach different levels of importance to the different attributes of the toothpaste and the study found fresher breath to be the most important product attribute consumers look for when purchasing their toothpaste. The significance test done between brand preference and demographic variables indicated differences between racial groups. Based on the findings recommendations are then made for appropriate segmenting and positioning of the product that will be of use for manufacturers and retailers in the toothpaste industry. / Thesis (M.B.A.)- University of KwaZulu-Natal, Pietermaritzburg, 2005.