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Submitted in partial fulfillment of the requirements for the Degree of Masters in Business Administration, Business Studies Unit, Durban University of Technology, 2008. / Telkom SA, over the last decade and a half, has undergone major change in terms of the manner in which it does business. From being a state-owned company to becoming a para-statal, to being run by foreigners and, finally, being run by local leaders within the company, Telkom SA has transformed as a company. The objective of this study was to investigate the impact of change implementation on staff turnover in Telkom SA by reviewing the following key issues: The implementation of change within Telkom SA, benchmarked against international best practices; the communication of change/re-structuring initiatives by management in Telkom SA; the effect of change implementation on staff turnover; and the effect of change implementation on employee morale and retention. The rationale of this study is to allow Telkom SA management to review their current implementation strategy of change management initiatives in Telkom SA. Thereafter, it will provide guidelines for improvements in change implementation for the management of Telkom SA. Staff turnover and employee morale can negatively impact service delivery and financial performance of a company, so these recommendations are aimed at improving service delivery and financial performance. The study was descriptive, cross sectional and quantitative, involving the application of a questionnaire, via e-mail and personal interviews, with a sample of staff from the core planning section in the Network Infrastructure Provisioning division, where a high staff turnover rate existed. The questionnaire focused on assessing the impact of the implementation of change management processes on staff turnover at Telkom SA and was developed from the literature review. Data was analysed using the Statistical Package for the Social Sciences (SPSS), Version 15 for both descriptive and inferential statistics. The findings show that a significant percentage of respondents were v vi dissatisfied with the way management had handled issues related to change implementation, communication, turnover, morale and retention. With this in mind, recommendations on ways to reduce the impact of the key issues on the organisation were made. These included the recommendation of lean methodology in order to deal with the first three key issues, namely, implementation, communication, and turnover. Thereafter the ‘four cores of credibility’ model was recommended to improve employee morale. Finally recommendations were made on ways to improve employee retention. The overarching issue that has come to light is that although management is, to a degree, communicating change implementation, there is a noticeable lack of engagement with employees. The onus, therefore, lies with leadership to lift the levels of engagement with employees, thereby reducing the impact of change implementation on the organisation by increasing the level of transparency in the organisation. Improving communication would lead to improved trust, which would then result in improved employee morale, ultimately leading to a reduction in the staff turnover rate.

Mémoire numérisé par la Division de la gestion de documents et des archives de l'Université de Montréal

The overall aim of the present study was to contribute to the argument put forward by Burt, Chmiel and Hayes (2009) that trust in the context of employee selection and training can be negative for safety. The present study builds on these authors argument that new employees pose a safety risk and any effort to build trust in the safety behaviours of new team members and/or to reduce perceptions of the safety risk of new employees (e.g. through selection and training) could likely have negative consequences. The research was conducted in eight organisations from the manufacturing, construction, engineering and rail industries which are characterised by high accident rates (Statistics New Zealand, 2008). There were 118 participants which completed an anonymous occupational safety questionnaire. The participants were employees who worked in teams in high risk industries characterised by a history of turnover. The results supported past findings in that trust in selection and training was positively correlated with immediate trust in new team members. There were mixed results regarding the hypothesis that trust in selection and training is negatively correlated with perceived risk from new team members. In particular there was some support for this hypothesis at the highest job risk level. The results supported the hypothesis that there is a positive correlation between the number of selection and training processes used by organisations and immediate trust in new team members. The results also indicated that the previous safety outcomes of new team members acts as a mediator between trust in selection and training, and immediate trust in new team members. Results are discussed in terms of the concerns and implications for organisations aiming to reduce accident rates.

The present study is an analysis of inter-industry labour flows between 1959 and 1968. The data were provided by the Department of Employment (DE) and are derived from an annual one per cent sample survey of employees holding national insurance cards. Their reliability is subject to several limitations but on the whole they provide good approximations of the actual figures. The study begins with an introductory chapter in which the findings of macro analyses of labour supply and micro investigations into local labour markets are examined in order to demonstrate the need for the inter-industry approach taken here. The manpower flow data are introduced at the end of this chapter where their limitations are discussed. The main body of the thesis is contained in the next six chapters. These can be divided into two parts. Chapters II-IV analyze the role of non-cyclical forces in determining manpower flows between industries. Chapter II examines net flows between manufacturing and non-manufacturing. It analyzes the contribution these net flows make to overall changes in industrial employment levels and demonstrates that manufacturing relies heavily on net recruitment from certain non-manufacturing industries which, in turn, experience large net intakes of persons outside employment. The chapter also shows that there is a tendency for young persons to enter and leave the labour force through the service sector and to spend the prime of their working lives in manufacturing where wages are higher. Chapter III analyzes gross manpower movements in and out of industries. The first half examines each industry's total inflows and outflows as a proportion of its employment level. This provides a measure of the industry's labour turnover rate. Industries with high turnover rates were found with two exceptions either to have high rates of employment growth or to pay low average wages. The second half examines the relative sizes of labour flows between industries and demonstrates that manpower movements between certain pairs of industries are much greater than would occur if flows were randomly determined. In other words, the industry a mobile worker enters is to some extent a function of his previous industry of employment. Chapter IV analyzes the causes of these neighbourhood relationships between industries. The first half constructs a measure of locational and occupational similarities between industries. The resulting formula provides estimates of the degree of neighbourliness between industries that are remarkably close to those derived from the inter-industry mobility data. The chapter also considers the importance of relative wages in determining neighbourhood relationships and reports that these play a subordinate role. Chapter V begins the discussion of the trade cycle's impact The first half examines net movements of manpower between manufacturing and non-manufacturing and finds that they are positive in upswings and negative in downswings. Moreover, net flows increase as a proportion of total manufacturing employment changes in the late stages of each upswing. This reflects the favourable manufacturing wage differential and the intensification of competition for manpower already in employment as the number of persons without jobs and seeking work dwindles. Net manufacturing inflows were, however, found to decline in absolute terms in the late stages of each upswing. The second half of the chapter examines gross manpower flows between manufacturing and non-manufacturing. It shows that the decline in net male flows during the late stages of each upswing is due both to a fall in gross inflows and a rise in outflows. The lower inflow is due to a decline in the number of persons in non-manufacturing suitable for recruitment into manufacturing while the higher outflow reflects increasing competition from the non-manufacturing sector. Net female flows fall by much less in the late stages of an upswing. Gross inflows continue to increase but outflows rise faster. This is because the female labour supply is more elastic and movements of women between manufacturing and non-manufacturing respond more readily to relative demand changes. Chapter 6 analyzes in greater depth the effects of a tightening labour market on the inter-industry mobility process It shows that the manufacturing sector suffers most from manpower shortages at the peak of the cycle even though its plants pay the highest wages. This is attributable to greater cyclical fluctuations in manufacturing labour demand, greater skill requirements, and increasing competition from non-manufacturingo The relative importance of each of the last two factors can be expected to vary between individual manufacturing industries Engineering and metals plants should experience greater recruitment difficulties owing to skill differences, while plants in industries that are close neighbours to non-manufacturing industries could be expected to suffer from increasing competition from the non-manufacturing sector. These theories are tested econometrically on manpower flow data for movements between non-manufacturing and individual manufacturing industries and are supported by the results. Chapter 7 analyzes manpower flows between the engineering and metals industries. These are shown to be affected strongly by changes in the composition of final product demand. Post war cycles in Britain have been led by the swings in consumer expenditure on durable goods and lagged by fluctuations in plant and machinery investment. Plants producing both types of goods are found in engineering and metals industries. In some cases both types of goods may be produced in the same factoryo Consequently there is considerable competition for scarce manpower between these two sectors of final demand. The effect of the lag in the timing of demand recovery between them is, however, to provide consumer durables producers with a competitive advantage. Since their manpower requirements start to expand at a time when the labour market is relatively slack, they have the opportunity to pre-empt the labour supply. Capital goods producers must then wait until the start of the downswing before they can recruit all the manpower they require This suggests that capital goods producers face the most serious manpower shortages at the peak of the boom and an investigation of cyclical fluctuations in the time customers have to wait for deliveries of plant and machinery provides qualified support for this view. Chapter 8, the conclusion,contains a summary of the findings of the study and a discussion of its implications for future research and policy making. It considers various methods of achieving a change in the industrial distribution of employment and argues that the introduction of relative wage changes to achieve this objective is best regarded as a policy of last resort implemented only after its likely impact on flow patterns and comparability claims have been carefully analyzed. The advantages of discriminatory taxes on labour - such as the Selective Employment Tax - over relative wage changes is that they do not induce comparability claims from workers who lose their position in the earnings structure. More research into interindustry mobility patterns is recommended to provide a basis for future manpower planning and the possible introduction of new types of discriminatory employment taxes to assist in the implementation of such plans.

The experimental work described in this thesis was conducted in the surgical research laboratories of Dr Francis D. Moore in the Peter Bent Brigham Hospital (now the Brigham & Women's Hospital) Boston, Massachusetts, USA, between 1978-1979. It formed part of an ongoing programme of research into protein metabolism in man; specifically to measure total body nitrogen turnover and hence protein synthesis and breakdown, initially in normal volunteers receiving various intravenous feeding regimens, and subsequently in patients. The previous year, 1977, had seen the publication of 'Substrate Interaction in Intravenous Feeding' by Bruce Wolfe et al., from the same laboratories. This was an extensive piece of work incorporating many studies and compared nitrogen balance data together with biochemical, hormonal and plasma amino acid data in normal men fed intravenously with a variety of regimens. Shortly afterwards a series of protein turnover studies was embarked upon, using the uN glycine method, and in collaboration with Dr Vernon Young of the Massachusetts Institute of Technology. The first experiments were essentially a repeat of the studies described by Wolfe et al. (vide supra) but in addition nitrogen turnover, protein synthesis and breakdown were estimated using a continuous 60 hour infusion of uN glycine and measuring enrichment of urinary urea with uN when a plateau was reached. Normal volunteers were studied firstly on normal oral diet and then on a iv succession of intravenous regimens:- amino acids alone (AA), amino acids plus 'high dose' glucose (AA + HOG), amino acids plus fat emulsion (AA + FE), amino acids plus 'low dose' glucose (AA + LOG), amino acids, fat emulsion and low dose glucose (AA + LDG+ FE), and finally 'low dose' glucose alone (LOG). The studies on normal diet, AA and AA+HOG were conducted by Andrew Sim (a Glasgow/Harvard exchange fellow) and Bruce Wolfe. The author took no practical role in these experiments, but was responsible for analysis of the data and the protein metabolism calculations, and was a co-author when the work was published in 1979 (Sim et al., Glucose Promotes Whole-Body Protein Synthesis from Infused Aminoacids in Fasting Man, Lancet i, 68-71). Subsequently, the author did the experiments using AA + LOG + FE, AA + FE, and AA + LOG and LOG. The results on these four regimens were incorporated in a paper presented in 1979 at the Tripartite Meeting of the Surgical Research Society at Oxford under the title 'Isotope Studies of substrate interaction in parenteral nutrition', and also at the 2nd European Congress on Parenteral and Enteral Nutrition at Newcastle upon Tyne in 1980, and later published as 'The Effect of Fat Infusion on Protein Metabolism' (Acta. Chir. Scand., Suppl. 507, 475-484, 1981). When the studies on the various intravenous feeding regimens were completed, attention was turned to the possible distorting effects of variables such as exercise and diet v on the behaviour of the isotope equilibrium curve and plateau. Such effects, if present, might have significance when studies were carried out on patients at a later stage in the research programme. Because each study lasted 48-60 hours, changes might occur either unintentionally or as a result of the needs of clinical management, and if they affected the plateau would alter the resultant calculations of turnover, synthesis and breakdown. Such a potential source of error clearly needed investigation. A pilot study was done in two subjects, later repeated on each, to observe any effects on the curve and plateau of both doubling protein intake and bicycle exercise. Subsequently, more extensive studies were done varying the protein and energy intakes, both orally and intravenously, allowing a detailed analysis of curve perturbation, and introducing the concept of basal catabolic rate. Finally, protein turnover, synthesis and breakdown were estimated seven times in four seriously ill patients. All of the studies mentioned above form the basis of the thesis. Unfortunately, the gestation period of this thesis has been long. There are two main reasons for this. Firstly, the work done was part of a five-year programme of research, with the intention of publishing a paper in a scientific journal at the completion of each stage. This was done vi with the first three regimens (normal diet, AA and AA + HDG) but not with the last four (AA + FE, AA + LOO+ FE, AA + LOG, LDG), although the results were presented at two scientific meetings. Shortly after returning to the United Kingdom the author was appointed a consultant surgeon and this career move assumed priority. Secondly, although it was intended to publish the perturbation studies, it proved impossible to reduce the size of the text to a manageable level suitable for publication in the form of a scientific paper. However, despite the long interval since the experiments were done, no similar work has been published. In particular, virtually no attention has been paid to intentional perturbation. Also, whereas there was a spate of interest in protein turnover studies in the late 1970s and early 1980s, virtually no publications have appeared since 1985. It seems that the potential applications of the method are considered exhausted, and interest has been lost, rather as it was in the 1950s following a short flurry of activity exploring the first cumbersome technique. Hence, it seemed all the more pertinent, even at this late stage, to publish the work in the form of a thesis which could describe in chronological order the continuum of studies as briefly mentioned above. In order to preserve such a progression, the following Introduction contains, with few exceptions, only references up to the time that the experimental studies were commenced, 1978, but the subsequent Discussion(s) in the various sections will attempt to include the relevant literature up to the present time.

The hotel industry in Taiwan has suffered from high turnover rates for many years. High turnover rates reduce productivity and drain hotel profits. Though the hotel industry tends to live with high levels of employee turnover, high turnover need not be accepted as an inherent characteristic of the industry. Hotel managers should learn why employees leave hotels and take effective actions to retain them. / Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2006.

Employee turnover is not a new phenomenon. The retail industry has always suffered from high employee turnover rates. High employee turnover is costly to retailers not only because it increases administrative costs in recruiting and training employees but it also reduces the operational capability of the retailer. While most studies had focused their attention on the financial costs of employee turnover, in retailing, the non-financial costs of employee turnover can also be substantial. These non-financial costs include lower morale among remaining employees and losses in expertise and experience. / While there are already many studies on employee turnover, there is a lack of studies of the phenomenon in the retail industry. This study will attempt to close the gap in the literature by studying employee turnover in the retail industry more closely. More importantly, the study will adopt a social constructivist approach to the study of the phenomenon. This approach is not commonly used in employee turnover studies and is likely to add a different perspective to the phenomenon. The aim of the study is to establish the causes of employee turnover in the retail industry and to suggest ways in which retailers can attempt to retain their employees. / The study was conducted with 29 respondents with a major bookstore chain operating in Singapore. The findings suggests that factors that affect employees' decision to quit can be categorised into push and pull factors. Push factors include the level of relationship the employee has with the supervisor and colleagues, the presence of career advancement opportunities and the presence of work-family conflict. Pull factors is the presence of other job opportunities. In addition, a consistent finding in the research show that strong and positive relationships with colleagues can reduce turnover intentions of employees in the retail industry. However, these factors are moderated by personal factors like demographics and personality of the employee. / The study concluded with a discussion of the implications of the research findings and suggests how retailers can adopt policies that can reduce the employee turnover rate. In addition, the study also suggests areas for further research. / Thesis (PhDBusinessandManagement)--University of South Australia, 2005

Employee turnover is not a new phenomenon. The retail industry has always suffered from high employee turnover rates. High employee turnover is costly to retailers not only because it increases administrative costs in recruiting and training employees but it also reduces the operational capability of the retailer. While most studies had focused their attention on the financial costs of employee turnover, in retailing, the non-financial costs of employee turnover can also be substantial. These non-financial costs include lower morale among remaining employees and losses in expertise and experience. / While there are already many studies on employee turnover, there is a lack of studies of the phenomenon in the retail industry. This study will attempt to close the gap in the literature by studying employee turnover in the retail industry more closely. More importantly, the study will adopt a social constructivist approach to the study of the phenomenon. This approach is not commonly used in employee turnover studies and is likely to add a different perspective to the phenomenon. The aim of the study is to establish the causes of employee turnover in the retail industry and to suggest ways in which retailers can attempt to retain their employees. / The study was conducted with 29 respondents with a major bookstore chain operating in Singapore. The findings suggests that factors that affect employees' decision to quit can be categorised into push and pull factors. Push factors include the level of relationship the employee has with the supervisor and colleagues, the presence of career advancement opportunities and the presence of work-family conflict. Pull factors is the presence of other job opportunities. In addition, a consistent finding in the research show that strong and positive relationships with colleagues can reduce turnover intentions of employees in the retail industry. However, these factors are moderated by personal factors like demographics and personality of the employee. / The study concluded with a discussion of the implications of the research findings and suggests how retailers can adopt policies that can reduce the employee turnover rate. In addition, the study also suggests areas for further research. / Thesis (PhDBusinessandManagement)--University of South Australia, 2005

The hospitality and tourism industry is an increasingly important part of the New Zealand economy, contributing almost nine percent of the Gross Domestic Product in 2008. One of the key concerns regarding this part of the economy is the impact of a tight labour market and intense skill shortages on its ability to maximise returns from tourists. Labour turnover rates have been extremely high in the hospitality sector over the past few years and this has contributed to the intense labour market pressures affecting this industry. Hotels have suffered particularly high turnover rates in the past few years and exit interviews have been one of the tools that Human Resource Managers used to try and gain data about employee reasons for leaving. This study looks at exit interviews as a source of data on the causes of labour turnover in two New Zealand hotel chains. The aim of this study was to analyse hotel exit interview data in order to identify significant patterns that might illuminate the causes and potential moderating factors of labour turnover in New Zealand hotels. In addition, the study aimed to analyse the processes used to gather exit interview data in order to evaluate the efficacy of exit interviews and see if any practical recommendations could be made regarding the use of exit interviews to address labour turnover. A qualititative, triangulated research methodology was applied in order to analyse the data generated from over 4500 exit interviews, from 17 hotels, in two New Zealand hotel brands. The interviews cover six years of exit interview gathering. In addition, in depth semi-structured interviews with six hotel Human Resource Managers were used to gain insight into the practice and perceptions around exit interviews. The study found that despite considerable application of time and resources, hotels gain very little benefit from the exit interview process. Several issues are identified as bringing the efficacy of exit interviews into question, including power imbalance between interviewees and interviewers, language and cultural concerns, and the impact of psychological contract breaches on the employment relationship. In addition, the study found that even when opportunities for organisational improvement did arise from exit interviews, little or no action was taken by the hotels in question. The study concludes that there is insufficient benefit to the hotels given the costs of exit interviews and suggests that other forms of employee feedback, such as engagement surveys may be more efficacious in addressing labour turnover.