Thesis (M. Tech. (Business administration)) - Central University of technology, Free State, 2013 / This study was necessitated by the fact that being labour intensive, hair salons provide partial solution to South Africa’s high unemployment, poverty and inequality problems hence need to be supported so that they can grow and continue performing their expected labour absorption role. Dr. Ruth Segomotsi Mompati district municipality in the North West Province of South Africa is a socio economically depressed area that depends on hair salons for employment. The prosperity of hair salons is therefore critical to the well-being of the inhabitants of the area. Unfortunately, proliferation of hair salon business in Dr. Ruth Segomotsi Mompati district municipality since the dawn of democracy in South Africa has created fierce competition for customers leading to lack of profitability and hair salons failures. While many reasons can account for business failure in the face of intense competitive environment, there is consensus from the literature that in the current information economy, appropriate management of records allows for quick access to reliable information and this is key to business success. In fact, resource-based view (RBV) of the firm suggests that a company’s quick access to reliable information that is contained in its resources allows that firm to gain sustainable competitive advantage that allows for superior performance. This calls for proper management of a company’s records. Accordingly, it is crucial that managers/owners of hair salons recognise the importance of good records management in their businesses in order to continuously have timely access to accurate information. Unfortunately, the researcher has informally observed a disturbing trend among some hair salons in Dr Ruth Mompati local municipality that flies in the face of what can be termed good records management. An informal visit to some of the salons in the region revealed an apparent laxity with which transactions were recorded. Worst still, Informal conversations with a few hair salons operators seem to suggests that records management may be a problem among hair salons as some even see it as more a liability than asset. This suggests that hair salons in Dr. Ruth Segomotsi Mompati district municipality might not be taking records management seriously. The question then is, how wide spread is this negative attitude towards records keeping in Dr Ruth Mompati local municipality? Or could this be the general sentiment in the hair salon industry as a whole? The purpose of this study was to assess the status of records management among hair salons in Dr. Ruth Segomotsi Mompati District Municipality. The key finding of this study is that most hair salons in Dr. Ruth Segomotsi Mompati district municipality do practice records management to a certain extent. However, there are certain records that hair salons in the area regard as of no importance and therefore are neglected. The study also revealed that those hair salons that engage in good records management outperform those that do not. The study further revealed that most of the salons keep paper records although they would prefer electronic format. Lack of access to computers was cited as the greatest problem in keeping electronic records. Details of the study including findings, conclusions and recommendations are presented and discussed in the main report.

Thesis (M. Tech. ( Business administration )) - Central University of technology, Free State, 2012 / Proliferation of the hair salon business in the Bophirima region has led to intense competition for customers and this can have unfortunate consequences for hair salon’s competitiveness hence survival and economic performance. The only choice left for hair salons in the words of owner/managers who were informally interviewed is to obtain accurate information on market trends and customer preferences so as to tailor products and services to meet customer preferences. From a strategic management perspective, it makes perfect sense that in the highly competitive arena that hair salons in the Bophirima find themselves, research on industry environment to obtain accurate information on market trends and customer preferences so as to tailor products and services that meet customer preferences is a must if they are to prosper. In other words, hair salons in the Bophirima region need to conduct marketing research if they must prosper. Conceptually, it is argued in this study that market research will reveal variables such as market demand, market opportunities, market threats, etc. which if scientifically analysed can produce information that can aid management in making informed decision that can lead to superior business performance. Unfortunately, there is the perception among the few hair salon operators informally interviewed in the Bophirima region that for small businesses such as hair salons, engaging in marketing research will be too expensive, cumbersome, and time consuming hence unnecessary. However, this perception may not be true as normative assertions and research evidence elsewhere suggests that for service organisations, regardless of size, marketing research leads to superior performance. The purpose of this study was to determine the status of marketing research within the hair salons in the Bophirima region and the impact that hair salon’s engagement in generally accepted (conventional) elements of marketing research activities have on the economic performance (as measured by profitability). Analysis of data obtained from 118 owner managers suggest that marketing research may not be something they engage in although they are very much aware of the business benefits of engaging in marketing research. The findings also suggest possible positive link between marketing research activity and profitability. Details of the research as well as conclusions and recommendations are presented and discussed in the report that follows.

Thesis (D. Tech. (Cost and Management Accounting)) -- Central University of Technology, Free State, 2011 / The focus area of this research project is on the pricing function in an organisation. The discussion of the pricing function commences with a generic perspective and concludes with the pricing of academic programmes at a typical public higher education institution, namely the Central University of Technology, Free State. The following summary sets out the key issues addressed in this study: a) The pricing function b) The pricing plan c) Pricing and its effect on the affordability of public higher education The analyses conducted proved that a comprehensive pricing plan does not exist at the Central University of Technology, Free State for the pricing of the various academic programmes, and that higher education has, despite the increasing trend in government funding, become less affordable for students at the institution. The affordability issue at the Central University of Technology, Free State can be partly attributed to the lack of a comprehensive pricing plan with clear attainable pricing objectives, and a pricing strategy to accomplish the stated pricing objectives. Another contributing factor to the affordability issue is the lack of an integrated cost accounting system and costing policies that outline measures to address the cost efficiency of the institution. Implementation of the recommended pricing plan should assist management in determining tuition fees on a scientific basis, and will also enable the management of the Central University of Technology, Free State to explain to all relevant stakeholders how the tuition fees of the various academic programmes are calculated.

Thesis (M. Tech. (Business Administration )) - Central University of Technology, Free State, / Traditionally, commercial banking in South Africa has been dominated by the big four namely Amalgamated Banks of South Africa (ABSA), First National Bank (FNB), Nedbank, and Standard Bank. Although still dominated by the big four, other smaller banks such as Capitec and African Bank have made inroads into retail banking. This situation arose due to liberalization of the financial services sector since democratisation in South Africa in 1994 which has paved the way for proliferation of the banking industry. This has in turn led to intense competition among banks for customers. Banks in South Africa therefore have the uphill task of retaining their existing customers whilst acquiring newer ones. As a result, South African banks are being compelled to become more customer focused/ oriented. Meanwhile, a key component of most initiatives to become more customer-oriented is the successful implementation of customer relationship management (CRM). A compelling view of CRM is that organisations generate a great deal of data about customers that they can use to build customer profiles in order to serve them better. South African banks therefore need to adopt and implement innovative CRM strategies to maintain a competitive edge in the marketplace. Most banks have a section that only deals with business clients. This is referred to in banking parlance as Business Banking. One of the critical elements of Business Banking is the high level of relationship banking – a service designed to meet the financial needs of clients through the development of a long-term relationship. This type of service delivery is unique and expensive compared to the traditional retail bank delivery system. As a result, the bank must be in position to monitor the profitability of each relationship to ensure that the right clients are serviced in the right way and are meeting the required value proposition. Therefore, if the South African banks in general need to adopt and implement effective CRM strategies, then the need is even greater for the Business Banking section in order to survive in the marketplace. Absa Business bank went through an operating model change in 2011 which necessitated some structural changes including changes in its CRM practices. Mindful of the value of retaining existing customers and attracting new ones, Absa would want to know whether its current CRM practices are effective in ensuring that customers become more loyal to Absa business bank. In general terms, this study investigated the concept of CRM and its influence on customer loyalty and retention. Specifically, the study investigated Absa Business Bank’s CRM practices in relation to customer loyalty and retention using primary data from employees, management, and customers from the Eastern Cape Region in South Africa. The results of the study are very revealing. Among others, the study shows that bank staff commitment to offering excellent service; building trust with customers; communicating with customers in a timely manner; and proactive conflict handling are important for bank image, customer word-of-mouth behaviour towards the bank and these ultimately influence bank customer retention and loyalty. On the basis of evidence from the study it is safe to conclude that customer loyalty can be attributed to CRM and more specifically those aimed at building trust, demonstrating commitment to service, communicating with customers in a timely, reliable and proactive fashion, and handling conflict efficiently. This report contains the major findings of the study alongside recommendations for practice and further research.

Thesis (M. Tech.) - Central University of Technology, Free State, 2008

Thesis (D. Tech.) - Central University of Technology, Free State, 2009

Thesis (D. Tech.) - Central University of Technology, Free State, 2005 / The primary objective of this research has been to undertake a critical investigation of the application of the budget process and the achievement of budget objectives in the Free State Provincial Government. The emphasis has been specifically on the planning and control functions of management. The justification for the research is the continuous demand for unlimited public services and the limited availability of the state‟s financial resources. The undertaking proceeded from the hypothetical viewpoint that a budget is designed to assure that public resources are spent according to the preferences of the taxpayer and the legislature. A budget promotes consistency in the process of resource allocation, and its implementation should be enforced by constant evaluation and monitoring. The research includes the following aspects: - The problems encountered by the Free State Provincial Government in its endeavors to optimize the effectiveness and efficiency of the implementation of the budget. - The fundamental principles of budget management in general, and in particular various types of budget and budget management techniques. - The evaluation of budgets as a basis for reporting on performance and the importance of such performance reports. The research methodology followed relies both on a survey of relevant literature and on empirical data. The former consists of a discussion regarding the extent to which the present budget system promotes effective and efficient budget control management and the achievement of budget objectives. As part of the empirical research an “ex post facto” analysis was undertaken of external audit reports and appropriation accounts over a period of fourteen years. In addition the fishbone or root-cause analysis approach was followed to identify core symptoms. The theoretical and empirical research yielded the following results: - The partial disturbance of the input/output relationship means that performance cannot be measured against profit as in the private sector. To compensate for this deficiency management should focus on financial statements and on audit and performance reports to measure performance. - Management needs to have an unimpeded access to budget information on the financial management system right from the beginning of each new financial year. - Estimates of expenditure (projections) should be captured on a monthly basis in the financial management system. With the implementation of the Medium Term Expenditure Framework, budget projections must be regarded as compulsory. - Press reports and reports of the Auditor-General indicated that shortcomings relating to audit committees still exist both on national and provincial levels. This deficiency has a negative effect on the effectiveness of the internal audit function. - An annual percentage deviation in various departments between voted amounts and expenditure was substantial. In some instances the deviation - Losses should be monitored constantly, and management should be aware of the impact of losses and claims on financial resources. Their prevention should be part of each department‟s financial strategy. - Budget manipulation reduces the budget‟s effectiveness and efficiency as a means of performance measurement. The first possible solution to solve the problems associated with the budget is privatization of the service or function. The second possibility is the implementation of a quality control program. Its objective would be to reverse poor performance. To be successful, the quality control program should rely on clear accountabilities, effective partnerships and devoted leadership. A third recommendation might be the implementation of a quality assurance and quality control division for each department. The first component would gather all the necessary documentation to assure quality while the second would monitor effective application. The first requirement in measuring performance will be the motivation of all staff to be committed to the improvement of service delivery. The second challenge will be to train them accordingly. The third challenge will be the development of a performance report procedure for each department. A further recommendation is the analysis and reduction of underspending. Finally, accounting officers must implement effective and transparent processes of financial and risk management. Broadly viewed, the integration of budget and strategic planning initiatives of the National Treasury are a slow process that cannot be implemented overnight. National departments and provinces are, however, requested by National Treasury to improve on the outputs and the development of robust output performance measures and service delivery indicators. This viewpoint supports the proposed budget-management model aimed at effective objective achievement or sustainable development of the Free State. In future the budget management process could be based on this model to improve service delivery.

Thesis (M. Tech.) -- Central University of Technology, Free State, 2006 / In today’s dynamic and uncertain business environment, employees are required to work together to achieve a common goal. An organisation cannot survive without a highly motivated and progressive workforce. Management need to be highly innovative and adaptive, to survive the intensity of competition and change. This study is based on the conviction that enhancing and sustaining employee motivation is a manager’s major function. In effect, management need to create and maintain a culture that fosters motivation, and determine whether employees are culturally adaptable, when two established cultures merge as one. Against this background, the focus fell on attaining optimum performance and a culture that evokes a spirit of co-operation and is conducive to motivating employees to work willingly and effectively. The Amalgamated Beverage Industry was selected for the purpose of this study. The perceptions and opinions of management and that of the lower level employees were examined to determine the impact on the work motivational levels and organiastional culture within Country Region employees. A probable influence was also given on the possible factors contributing to the maintained level of organisational culture and the high motivational levels within ABI. Attention was also focused on culture change and its possible impact on employees.

Thesis (M. Tech.) -- Central University of Technology, Free State, 2007 / Multi-agent systems (MAS) consist of a number of autonomous agents that communicate among themselves to coordinate their activities in order to solve collectively a complex problem that cannot be tackled by any agent individually. These kinds of systems are appropriate in many domains where problems that are complex, distributed and heterogeneous require communication and coordination between separate autonomous agents, which may be running on different machines distributed over the Internet and are located in many different places. In the health care domain, MAS have been used for distributed patient scheduling, organ and tissue transplant management, community care, decision support, training and so on. One other promising area of application is in the prescription of antiretroviral and antiTB drugs. The drugs used to treat the two diseases have many and similar side effects that complicate the prescription process. These factors have to be considered when prescribing medication to a person coinfected with HIV and tuberculosis. This is usually done manually using drug recommendation tables, which are complicated to use and require a great deal of decisionmaking. The design and implementation of a multiagent system that assists health care staff in carrying out the complex task of combining antiretroviral and antiTB drugs in an efficient way is described. The system consists of a number of collaborating agents requiring the communication of complex and diverse forms of information between a variety of clinical and other settings, as well as the coordination between groups of health care professionals (doctors, nurses, counsellors, etcetera.) with very different skills and roles. The agents in the system include: patient agents, nurse agents, lab agents, medication agents and physician agents. The agents may be hosted on different machines, located in many different places distributed over the Internet. The system saves time, minimises decision errors and increases the standard of health care provided to patients.

Thesis (M. Tech.) - Central University of Technology, Free State, 2009 / The purpose of the study was to design and develop a prototype Indigenous Knowledge (IK) database that will be productive within a Knowledge Management (KM) framework specifically focused on IK. The need to develop a prototype IK database that can help standardise the work being done in the field of IK within South Africa has been established in the Indigenous Knowledge Systems (IKS) policy, which stated that “common standards would enable the integration of widely scattered and distributed references on IKS in a retrievable form. This would act as a bridge between indigenous and other knowledge systems” (IKS policy, 2004:33). In particular within the indigenous people’s organizations, holders of IK, whether individually or collectively, have a claim that their knowledge should not be exploited for elitist purposes without direct benefit to their empowerment and the improvement of their livelihoods. Establishing guidelines and a modus operandi (KM framework) are important, especially when working with communities. Researchers go into communities to gather their knowledge and never return to the communities with their results. The communities feel enraged and wronged. Creating an IK network can curb such behaviour or at least inform researchers/organisations that this behaviour is damaging. The importance of IK is that IK provides the basis for problem-solving strategies for local communities, especially the poor, which can help reduce poverty. IK is a key element of the “social capital” of the poor; their main asset to invest in the struggle for survival, to produce food, to provide shelter, or to achieve control of their own lives. It is closely intertwined with their livelihoods. Many aspects of KM and IK were discussed and a feasibility study for a KM framework was conducted to determine if any existing KM frameworks can work in an organisation that works with IK. Other factors that can influence IK are: guidelines for implementing a KM framework, information management, quality management, human factors/capital movement, leading role players in the field of IK, Intellectual Property Rights (IPR), ethics, guidelines for doing fieldwork, and a best plan for implementation. At this point, the focus changes from KM and IK to the prototype IK database and the technical design thereof. The focus is shifted to a more hands-on development by looking at the different data models and their underlying models. A well-designed database facilitates data management and becomes a valuable generator of information. A poorly designed database is likely to become a breeding ground for redundant data. The conceptual design stage used data modelling to create an abstract database structure that represents real-world objects in the most authentic way possible. The tools used to design the database are platform independent software; therefore the design can be implemented on many different platforms. An elementary prototype graphical user interface was designed in order to illustrate the database’s three main functions: adding new members, adding new IK records, and searching the IK database. The IK database design took cognisance of what is currently prevailing in South Africa and the rest of the world with respect to IK and database development. The development of the database was done in such a way as to establish a standard database design for IK systems in South Africa. The goal was to design and develop a database that can be disseminated to researchers/organisations working in the field of IK so that the use of a template database can assist work in the field. Consequently the work in the field will be collected in the same way and based on the same model. At a later stage, the databases could be interlinked and South Africa can have one large knowledge repository for IK.