Globalisation and the intense competitiveness amongst businesses and countries has increased the importance of comparative stakeholder analysis and banks focusing on their corporate culture. Managers are now being required to look within their companies and are constantly seeking ways to move forward and grow their business. Banks have moved away from a financial motive to one focused on satisfying stakeholder wants and needs in order to satisfy needs externally. The aim of this thesis was to investigate and evaluate the cultural setting in which a bank in South Africa namely Standard Bank operates. Further, how this environment influences a stakeholder’s perspective, particularly employees and managers. Firstly, the thesis examines the literature that is separated into different parts. Initially, stakeholder theory and the needs and the motivations behind the different models adopted were analysed. Furthermore, in order to understand the interconnection between bank culture, stakeholder interests and perspectives, the different cultural dynamics at the site were studied and evaluated. This aided in developing a deeper understanding of conflicts arising from cultural issues, particularly in organisations with diverse cultures, such as Standard Bank. Secondly, a mixed methods approach was utilised in order to understand the interplay between the stakeholder perceptions and corporate culture. This approach facilitated the researcher in gaining richer insights and a broader perspective of the topic, further enhancing the study. Insights were drawn from visual diaries (5), questionnaires (35), in-depth interviews (2), and observations (1 day). This was done through combining the various elements of both quantitative and qualitative research methods. The study contributes to an understanding that, the unification of both managers and employees understanding of their cultural environment is instrumental to the success of an organisation. In order to do so, this starts with the way a company operates mainly its culture, values and belief systems within the organisation. Therefore, these values and beliefs affect how a company operates. Taking this into account helps to create a customer centred environment. These views may either be aligned or conflicting with organisational goals and values. Although, banks the world over have a unified banking system, each bank has its own value and belief systems in place which make it successful. / Thesis (M.Com.)-University of KwaZulu-Natal, Pietermaritzburg, 2013.

Thesis (MPhil)--Stellenbosch University, 2011. / Low economic growth, high unemployment and debilitating poverty pose a major threat to the social fabric of South Africa. Entrepreneurship and the establishment of small businesses play a key role in stimulating the South African economy, creating jobs, uplifting living standards and overcoming the injustices of poverty. Compared with other developing economies, South Africa (SA) has one of the lowest entrepreneurial activity rates. Women small- and medium- enterprise (SME) owners, and particularly those from previously disadvantaged socio-economic communities, play a vital role in addressing this situation. There are a number of initiatives aimed at building the capacity of women SME owners in SA. The ILIMA Trust is one such initiative which, through its coaching and mentoring programme, supports women SME owners who come from previously disadvantaged socio-economic backgrounds, to start up and grow their enterprises. The work of the Trust is primarily focused on such women SME owners who receive financial loans from Masisizane, a sister company of the Trust. This research study aims to establish the stakeholder experiences of the ILIMA Trust‟s coaching and mentoring programme of Masisizane women SME owners and to identify ways in which it can be improved. The case study provides an in-depth description of the stakeholders‟ experiences of the ILIMA Trust‟s coaching and mentoring of the Masisizane SME owners. Several strengths of the coaching and mentoring programme are reported. Areas of improvement are pointed out and recommendations are made to strengthen the programme.

The Constitution of the Republic of South Africa passed in 1996 created three spheres of government - national, provincial and local governments. The local government sphere is at the coal face of service delivery as it is closest to the local communities. The goods and services required by the state to provide services to communities are procured from the private sector. Section 217 of the Constitution stipulates that procurement should be done by a supply chain management system that is fair, equitable, transparent, competitive and cost effective. The Constitution made provisions for the creation of supply chain management departments in municipalities whose policies would be guided by the ideals of Section 17 of the Constitution. This study explores the nature and role of local government and provides insight into the concept of service delivery in the South African context. The aim of the study was to provide insight into public sector procurement supply chain management in order to determine how an effective supply chain performance management system could possibly improve service delivery by local government. The nature of this study is descriptive and exploratory. Primary data was collected using in-depth interviews with eight participants at four metropolitan cities. The literature review section of this study discusses three aspects: (1) the nature, roles and responsibilities of local government; (2) supply chain management in the public sector; and (3) performance management. The literature review revealed that local government has a constitutional mandate to deliver quality services to communities using effective and efficient supply chain management processes. Monitoring of and reporting on projects is critical as it informs future planning and budgeting. Feedback is given on progress and where necessary control measures are introduced to ensure effective service delivery to local communities. The findings of this study indicate that all the participating cities follow the prescribed requirements of the Public Finance Management Act, Municipal Finance Management Act and the Municipal Systems Act amongst others. Challenges identified include: weak internal controls, inadequate contracts management, lack of performance monitoring and reporting, lack of proper and integrated planning, and unresponsive supply chain processes. It is suggested that internal controls need to be strengthened in all areas of supply chain management. Personnel should be held accountable for their actions at all times. / Thesis (M.Com.)-University of KwaZulu-Natal, Pietermaritzburg, 2013.

Local economic development (LED) has been in existence for decades. In South Africa the concept received momentum immediately after the first democratic elections in 1994. It was soon conceived as a mechanism for addressing social and economic ills such as unemployment, poverty and declining economic activity, particularly in small towns. In order to accelerate LED given its urgency, in 1998, the government introduced and subsequently promulgated the White Paper on Local Government, which mainly sought to advance the notion of a developmental state, and LED was central to that. Later in 2006 a proper LED Framework was adopted, which had as its main objective, to guide LED implementation. Up until the present time, LED implementation has not been a resounding success. Many studies have focused on implementation and challenges thereof. However, focusing on implementation alone may not be adequate. In order to bridge that gap, this particular study specifically focuses on LED conceptualization in order to assess the correlation between conceptualization and implementation outcomes. The area of the study was Ugu district in the lower south coast of the KwaZulu-Natal province of South Africa. Immediately after the first democratic elections in 1994, local economic development as a concept gained momentum. LED conceptualization was mainly centred on LED planning, which as empirical evidence has suggested, did not provide the anticipated success in terms of implementation results. Further, LED planning in South Africa focused mainly on a market-led approach, which is largely premised on pro-growth as opposed to the market-critical approach which draws much input on the pro-poor thinking in terms of both conceptualization and implementation of LED-focused initiatives. This study therefore sought to build from that proclamation. The assertion is that LED planning has become obsolete. The proposed approach was the adoption and conceiving of the dynamic complexity approach, which is mainly centred on self-organization of the system of which LED is one such sub-system. The affirmation is that, LED is neither a static nor a fixed phenomenon. It involves continuous evolution and co-evolution of agents such as banks, entrepreneurs, government etc., within the system which therefore becomes a never ending process. During such process of evolution and coevolution, new order emerges, which can be identified as an outcome-based local economic development. From the study’s findings, indications are that LED conceptualization indeed plays a significant part in shaping implementation outcomes, and indeed outcome-based LED. This conclusion is based on five (5) critical areas which were covered in the study, namely project implementation rationale, comprehension of local economic development, funding for local economic development, roleplaying by diverse LED stakeholders and complexity of local economic development. For example, the findings and analysis shows that many LED-focused interventions were implemented without proper conceptual assessments having been done, which led to ill-informed implementation and therefore poor results. Further, the comprehension of LED as a programme is also a problematic area. Due to diverse stakeholders whose interests are not necessarily the same, LED is viewed differently, which also has a direct implication in as far as co-operation and roleplaying by LED stakeholders is concerned, which further causes challenges in terms of implementation. Lastly, the final assertion is that LED is a complex phenomenon. However, in terms of the findings, this assertion is not observed by all stakeholders, which again is a conceptual matter. Adversely and perhaps as expected, LED facilitation and implementation is a problematic area within the Ugu region. The direct implication is that LED’s conceptualization needs to be revised, and in the process all stakeholders must internalize and advocate for emergence-based local economic development. / Theses (M.Com.)-University of KwaZulu-Natal, 2011.

This study has been undertaken to determine and examine the managerial competencies required by library managers at different managerial levels in effectively managing change in university libraries in South Africa. South African universities have experienced a large number of changes since 1994 which have inevitably affected the libraries of these universities. Library managers have been faced with a number of challenges. The study includes a literature review which highlights the findings that library managers in university libraries in South Africa, are not prepared to manage change. The literature review also identifies the competencies that are required to manage change. These are: • Communication • Planning and administration • Teamwork • Strategic action • Global awareness • Self-management. The following management functions are also highlighted in the literature review: • Job descriptions • Job/person specifications • Human resource planning • Recruitment and selection of staff • Staff appraisal • Staff training and development. Questionnaires were used to gather data from the population of the study. The data was analysed using Statistical Package for Social Scientists (SPSS) Version 15. The main findings of the study are: • Library managers in the university libraries are not equipped to manage change • First line managers do not require any of the competencies to manage change. • Middle managers require communication competencies and teamwork competencies. • Communication competencies, planning and administration competencies, teamwork competencies and strategic action competencies are required by senior managers to manage change. Based on the descriptive statistics and the hypotheses tested, this study provides a basis for a model that identifies the competencies and managerial functions that are required by the different managerial levels to manage change in university libraries in South Africa. Recommendations include that: • Library schools introduce a module on change management • Competencies to be work shopped to all levels of library managers • Structured training needs to be undertaken that cover all managerial functions • A management qualification must become a minimum requirement for all managerial jobs in university libraries • All senior managers should at least have a management major in their first degree or a Master of Business Administration (MBA). / Thesis (Ph.D.)-University of KwaZulu-Natal, Pietermaritzburg, 2009.

The delivery of primary health care (PHC), as promulgated by the World Health Organization (WHO) and in South Africa, is of fundamental importance. Physiotherapy is an essential component of the health care delivery system and must promote PHC during clinical training and practice. In KwaZulu-Natal (KZN), PHC service delivery has been a problem for various reasons such as the history of the country (apartheid era pre- 1994), financial constraints, lack of human resources, physical infrastructure and time constraints. Service delivery within the health sector is reported frequently in the media as physiotherapists and radiographers embarked on a strike latter part of 2009 in KZN due to a discrepancy in the Occupation Specific Dispensation (OSD). Physiotherapists have highlighted that they were overworked, carrying the strain of vacancies, due to frequent resignations to migrate to the private sector. The aim of the research was to explore the promotion of PHC delivery in KZN. The objectives explored the empowerment of students and staff in the Health Science Disciplines to PHC service delivery. In addition, managers at provincial and local levels were included in the study. Barriers and factors that enhance the promotion of PHC were identified. The research design comprised of a survey, a quantitative and qualitative case study of KZN, using questionnaires or semi-structured interviews. The findings indicated that the physiotherapy staff lacked PHC training (p=0.000) and 48.7% of the Disciplines in Health Sciences indicated that the rural needs were not being addressed with regards to PHC service delivery (p=0.018). Each discipline operated within its own silo, without any consultation and inter-disciplinary collaboration, to the detriment of effective delivery of PHC services. Fragmentation and duplication of PHC services existed between Provincial and Local Governments as indicated by 46% of the managers, which is disconcerting post 15 years of democracy in South Africa. The main objective of the National Health Plan and Reconstruction and Development Programme (RDP) was to readdress the inequalities and fragmented health services. Numerous recommendations are made which will improve the journey towards transformation, comprehensive PHC service delivery, and the quality of life of all citizens / Thesis (Ph.D.)-University of KwaZulu-Natal, Westville, 2009.

The South African government is faced with tremendous pressure to address the high unemployment and poverty rate in the country. One of the strategies that have been adopted by the government for job creation is promoting start-up of new small businesses and supporting the existing small businesses to ensure their sustainability. Small businesses are perceived as an instrument for job creation and will contribute to the economic growth and development of the country. Due to a high failure rate of small businesses in the business sector it was necessary to carryout this study, to explore and understand all the key factors that affect the growth of small businesses with the objective of analysing findings and providing possible recommendations. This research study used data extracted from eThekwini electricity and PMB municipality electrical contractors' databases. A survey was conducted on a sample of small black electrical contractors in the vicinity of Durban and Pietermaritzburg areas, with the use of questionnaires. The quantitative data was captured and analyzed using the statistical Package for Social Sciences (SPSS). The study was able to identify problems or challenges encountered by small black electrical contractors. According to the survey the root cause of failure to acquire finance by small businesses was that they lack skills drafting and providing financial plans, financial statements, financial projections and the required collaterals and securities. The results received from the questionnaire survey were presented and analyzed. The analysis included an examination of the overall profile of the sample and a determination of whether or not there was any significant lack of transparency. It looked at participation aspects of small black electrical contractors, which account for differences in responses to the questionnaires. The study recommended that Government should provide a legal framework with a specified focus on regulating the extent South African Revenues Services (SARS) practises its powers on small businesses. Instead of closing down the small business that fails to pay tax in time, SARS should provide assistance to ensure the sustainability of those small businesses. SARS' penalties and interest on tax owed should be reduced and there should be a limit on accumulating interests and penal ties, or small business may fail to ever settle debt. / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

Since the birth of a new democracy in the Republic of South Africa in 1994, municipalities across the country have embarked on several service-oriented programmes primarily to improve the quality of life of ordinary citizens within their areas of jurisdiction. Subsequently, these programmes which include Land Use Management System (LUMS), Integrated Development Planning (IDP), Integrated Sustainable Rural Development, Local Economic Development (LED), Urban Renewal Strategy, Property Rate Implementation and Municipal Infrastructure Grant (MIG) have been tailored to fast track service delivery in municipalities by building capacity and promoting small, medium and micro enterprises in local communities as a means of alleviating poverty (Local Government Programmes, 2004, paragraph 4). In order to speed up the development planning processes in the Province with regards to Integrated Development Planning, Spatial Development Framework and Land Use Management, Integrated Sustainable Rural Development, Local Economic Development (LED) and Municipal Infrastructure Grant (MIG), it has been identified that local authorities require a GIS application to integrate spatially related municipal information with other business information (Sarkar, 2004, paragraph 1). In view of this, the Department of Local Government and Traditional Affairs (DLGTA) has for the past six years, provided financial and technical support to the ten (10) District Municipalities and about thirty (30) Local Municipalities in KwaZulu-Natal to facilitate the establishment of Geographic Information Systems (GIS) in these municipalities (DLGTA Municipal GIS Capacity Building Manual, 2004). It is further noted that although a substantial amount of grant funding and technical support has been provided to the 10 District Municipalities and thirty Local Municipalities in KwaZulu-Natal, the full utilization of GIS as a decision-making support tool has not, as yet, been realised in some of these municipalities. This scenario thus calls for the need to ascertain municipalities' expectation and perception of the quality of GIS support services rendered to them by the Department and also to measure the gap thereof. To do so, the researcher employed SERVQUAL scale methodology to measure the service quality gap between municipalities' expectation and perception of the quality of GIS support services. A selfadministered questionnaire, which covers the five (5) dimensions of service quality, namely; tangible, reliability, responsiveness, assurance and empathy, was compiled and forwarded to the 10 District municipalities and 20 Local Municipalities in the Province to complete and return to the researcher within a specified time period. Fourteen (14) of the thirty (30) questionnaires sent out to these municipalities were returned to the researcher. The data was then analysed and conclusions were drawn. The research discovered that responsiveness, assurance, empathy and tangible dimensions are significant to municipalities in that they all had average expectation statement scores above 6 on the Likert 7-point scale. This means that respondents strongly agree to the expectation statements relating to these dimensions. On the other hand, the average expectation statement score relating to reliability dimension is below 6. The research result has shown that DLGTA is perceived by municipalities for rendering a desirable level of services to municipalities with respect to aspects relating to reliability, assurance, empathy and tangible dimensions. However, DLGTA seems not to provide prompt service to most of these municipalities and not showing signs of readiness to respond to their requests on GIS matters. It is also noted that there is a wide gap between municipalities' perception and expectation for responsiveness (-1.19), empathy (-0.90) and assurance (-0.98), and this seems to confirm the view that responsiveness and assurance dimensions are the most significant variables out of the five determinants of service quality, and thus require service improvement attention. The outcome of the survey reflects that the GIS concept is relatively new to some of these municipalities, and thus municipal officials want to feel safe in their transactions with DLGTA on GIS matters. As a result, they expect DLGTA officials to attend to them promptly and must have the knowledge to answer their GIS related questions. They strongly require DLGTA staff to give them individual attention and possibly have their best interest at heart. In this study, the responsiveness dimension is classified as having a poor service quality whiles the reliability dimension (with a narrow gap) has the superior service quality. To minimise or eliminate these gaps, it has been mentioned that DLGTA should be guided by the eight principles of Batho Pele which seem to take care of the key requirements of the five service quality dimensions as discussed in this dissertation. Based on this outcome, recommendations were made and a future research proposal outlined. / Thesis (MBA)-University of KwaZulu-Natal, Pietermaritzburg, 2006.

One of the major challenges for organisations operating in today's global business environment is to improve productivity, reduce costs and enhance customer service. Six Sigma methodology has become a popular approach in a number of organisations as a business improvement tool. This research presented Six Sigma as a business transformation methodology within Lonmin operations. The purpose of this research was to identify the primary factors in the Six Sigma framework, and to evaluate the relationship between these factors in the framework and their contribution towards transformation in terms of business improvement. This research critically evaluated the application of Six Sigma within Lonmin in the South African context. Quantitative data was obtained from questionnaires distributed to the different Six Sigma role players within Lonmin. A probability sample was used; sixty five (65) Six Sigma candidates were drawn from Lonmin with a Six Sigma population size of one hundred and twenty (120) employees listed in the Six Sigma database. Data was collected using an e-mail based questionnaire developed by the researcher. The main contributions of this study showed that communication and organisational culture were the most important factors to transform business performance when Six Sigma was integrated with business principles. The study revealed that project selection was a vital element in the process that determined the value towards business improvement. Six Sigma must be supplemented by other programmes (Theory of Constraints, Design For Six Sigma) in order to be more effective in attaining business performance. This research will benefit management to evaluate and structure an aligned methodology for transformation. Employees will be motivated to attain greater knowledge and skill. Research will prove beneficial to organisations that need to transform their organisation. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2010.

This dissertation investigated the quality of service delivery at the Durban University of Technology (DUT) Pietermaritzburg campuses. According to du Toit (2004:182) student satisfaction is important in the Higher Education sector due to its role in effective enrolment management. It is essential for student perceptions of service quality to be evaluated and managed by the university. Iacobucci, et al (1995:277) emphasized that service quality and customer satisfaction are important concepts to academic researchers studying consumer evaluations as a means of creating competitive advantages and customer loyalty. According to the South African Department of Education (2004:3), the creation of a new merged institution must ultimately be accompanied by standardised service levels. Hence this study attempted to investigate the service levels of the merged institution in Pietermaritzburg. The research set out to measure service expectations of higher education as well as measure service perceptions at the DUT. The research also set out to establish the SERVQUAL gap, which causes unsuccessful service delivery (Gap 5) and examine the dimensions which contribute to Gap 5. A SERVQUAL analysis was undertaken on the two Pietermaritzburg campus, viz. Riverside and Indumiso campus. The study found that on average customers had high expectations in tangibles, reliability and assurance dimensions and their highest perceptions were found in the assurance dimension. The study also found that management of DUT need to apply a varying degree of attention to the dimensions between the two campuses. The key recommendation to management of DUT was to introduce a Total Quality Management (TQM) system and a service marketing management plan. In addition to implementing this, management also needs to develop a service-minded workforce. / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2006.