Thesis (MBA)--Stellenbosch University, 2003. / ENGLISH ABSTRACT: The Asset Administration Industry is managed as a back office entity with limited tools to assess operational performance. There is no industry index for performance or platform for collaborative learning. In order to manage the operational efficiency the old cliché of "what gets measured gets managed" applies. Benchmarking is a proven management tool that is used to establish measures of operational performance relative to an industry benchmark. Benchmarking is a systematic and continuous measurement process that assists a company in determining its relative performance and shows up the factors that influence performance. The theory of benchmarking is a dynamic field and various types of benchmarking evolved. In spite of its noted benefits the popularity of benchmarking has lead to sub-standard benchmarking exercise, giving it "management fad" status. It is therefore imperative that any benchmarking study be well planned and focused. The selection of the appropriate benchmarking type is important. A data benchmarking exercise was chosen as a pilot study to introduce the concept to participants in a simplistic non-threatening format that could serve as a platform for future benchmarking studies. A five-step benchmarking process model was followed, consisting of: 1. Determine what to benchmark 2. Form a benchmarking team 3. Identify benchmarking partners 4. Collect and analyse benchmarking information 5. Take action Application of benchmarking theory to the asset Administration Industry led to the development of specific performance indicators from a process and financial perspective as well as a learning and growth perspective. Due to the sensitivity of the information the benchmarking report was customised for each participant, reflecting only industry average measures (the benchmark) and the particular company measurement. In conclusion the pilot study has proven to generate robust measures useful to the management of the Asset Administration function by determining relative performance. The benchmarking exercise has also been successful in introducing the concept of shared learning and a platform for future benchmarking studies. Despite these positive outcomes the real benefits of a process benchmarking exercise has not been explored and could generate tremendous benefit for the effective operation of Asset Administration. / AFRIKAANSE OPSOMMING: Die Administrasie van Batebestuur Industrie word bestuur as 'n agterkantoor funksie met beperkte hulpmiddels om operasionele werkverrigting te bepaal. Daar bestaan geen industrie indeks vir werkverrigting asook geen basis vir samewerking nie. Die ou gesegde dat "wat gemeet word, word bestuur" is hier van toepassing. Hoogtemerking (benchmarking) is 'n bewese bestuursmiddel wat gebruik word om operasionele werkverrigting relatief tot die industrie te bepaal. Hoogtemerking is 'n sistematiese en voortdurende proses van meting wat 'n maatskappy help om hul relatiewe werksverrigting te bepaal sowel as om die faktore wat bydra tot werkverrigting uit te lig. Die teorie van hoogtemerking is dinamies en verskeie tipes hoogtemerking het reeds ontstaan. Ten spyte van bewese voordele het die populariteit van hoogtemerking gelei tot sub-standaard hoogtemerking oefeninge waardeur dit die reputasie van 'n bestuursfoefie gekry het. Dit is daarom belangrik dat enige hoogtemerking studie goed beplan word en gefokus is. Die keuse van die gepaste hoogtemerking tipe is belangrik. Ten einde die konsep van hoogtemerking bekend te stel en 'n basis te skep vir toekomstige hoogtemerking is besluit om 'n eenvoudige proefprojek te loods. Die hoogtemerking proses bestaan uit vyf stappe, nl: 1. Bepaal die basis van die hoogtemerk. 2. Stel 'n hoogtemerking span saam. 3. Identifiseer hoogtemerking vennote. 4. Vesamel en analiseer hoogtemerking informasie. 5. Neem aksie. Die toepassing van hoogtemerking teorie tot die Batebestuur Administrasieindustrie het gelei tot die ontwikkeling van spesifieke werkverrigting aanwysers vanuit 'n proses en finansiële perspektief aan die een kant, en 'n leer en groei perspektief aan die ander kant. As gevolg van die sensitiewe aard van die informasie is die hoogtemerking verslag volgens maat voorberei vir elke deelnemende maatskappy. Hierdie veslag reflekteer net die maatskappy se spesifieke hoogtemerk in verhouding tot die industrie gemiddelde. Ter afsluiting het die proefprojek daarin geslaag om robuuste data oor relatiewe werkverrigting te genereer wat gebruik kan word in die bestuur van Batebestuursadministrasie. Die hoogtemerking oefening het ook daarin geslaag om die konsep van gemeenskaplike leersaamheid oor te dra en 'n basis te skep vir toekomstige hoogtemerking studies. Ten spyte van al die positiewe gevolge is die werklike waarde van proses hoogtemerking nog nie ontgin nie en mag dit geweldige voordele ontsluit vir die effektiewe werking van Batebestuurs-administrasie.

Thesis (MComm)--Stellenbosch University, 2014. / ENGLISH ABSTRACT: In this study Portfolio Opportunity Distributions (PODs) is applied as an alternative performance evaluation method. Traditionally, Broad-Market Indices or peer group comparisons are used to perform performance evaluation. These methods however have various biases and other problems related to its use. These biases and problems include composition bias, classification bias, concentration, etc. R.J. Surz (1994) introduced PODs in order to eliminate some of these problems. Each fund has its own opportunity set based on its style mandate and constraints. The style mandate of the fund is determined by calculating the fund’s exposure to the nine Surz Style Indices through the use of Returns-Based Style Analysis (RBSA). The indices are created based on the style proposed by R.J. Surz (1994). Some adjustments were made to incorporate the unique nature of the South African equity market. The combination of the fund’s exposures to the indices best explains the return that the fund generated. In this paper the fund’s constraints are based on the regulation requirements imposed on the funds in South Africa by the Collective Investment Schemes Control Act No. 45 of 2002 (CISCA). Thousands of random portfolios are then generated based on the fund’s opportunity set. The return and risk of the simulated portfolios represent the possible investment outcomes that the manager could have achieved given its opportunity set. Together the return and risk of the simulated portfolios represent a range of possible outcomes against which the performance of the fund is compared. It is also possible to determine the skill of the manager since it can be concluded that a manager who consistently outperforms most of the simulated portfolios shows skill in selecting shares to be included in the portfolio and assigning the correct weights to these shares. The South African Rand depreciated quite a bit during the period under evaluation and therefore funds invested large portions of their assets in foreign investments. These investments mostly yielded very high or very low returns compared to the returns available in the domestic equity market which impacted the application of PODs. Although the PODs methodology shows great potential, it is impossible to conclude with certainty whether the PODs methodology is superior to the traditional methods based on the current data. / AFRIKAANSE OPSOMMING: In hierdie studie word Portefeulje Geleentheids Verdelings (“PODs”) bekendgestel as ‘n alternatiewe manier om die obrengste van bestuurders te evalueer. Gewoonlik word indekse en die vergelyking van die fonds met soortgelyke fondse gebruik om fondse te evalueer. Die metodes het egter verskeie probleme wat met die gebruik daarvan verband hou. Die probleme sluit onder andere in: die samestelling en klassifikasie van soortgelyke fondse, die konsentrasie in die mark, ens. R.J. Surz (1994) het dus Portefeulje Geleentheids Verdelings (“PODs”) bekendgestel in ‘n poging om sommige van die probeleme te elimineer. Elke fonds het sy eie unieke geleentheids versameling wat gebaseer is op die fonds se styl en enige beperkings wat op die fonds van toepassing is. Die fonds se styl word bepaal deur die fonds se blootstelling aan die nege Surz Styl Indekse te meet met behulp van opbrengs-gebaseerde styl analise (“RBSA”). Die indekse is geskep gebaseer op die metode wat deur R.J. Surz (1994) voorgestel is. Daar is egter aanpassings gemaak om die unieke aard van die Suid-Afrikaanse aandele mark in ag te neem. Die kombinasie van die fonds se blootstelling aan die indekse verduidelik waar die fonds se opbrengs vandaan kom. In die navorsingstuk is die beperkings wat van toepassing is op die fonds afkomstig uit die regulasie vereistes wat deur die “Collective Investment Schemes Control Act No. 45 of 2002 (CISCA)” in Suid-Afrika op fondse van toepassing is. Duisende ewekansige portefeuljes word dan gegenereer gebaseer op die fonds se unieke groep aandele waarin die fonds kan belê. Die opbrengs en risiko van die gesimuleerde portefeuljes verteenwoordig al die moontlike beleggings uitkomste wat die fonds bestuurder kon gegenereer het gegewe die fonds se unieke groep aandele waarin dit kon belê. Die opbrengs en risiko van al die gesimuleerde portefeuljes skep saam ‘n verdeling van moontlike beleggings uitkomste waarteen die opbrengs en risiko van die fonds vergelyk word. Hierdie proses maak dit moontlik om die fonds bestuurder se vermoë om beter as meeste van die gesimuleerde portefeuljes te presteer te bepaal. Die aanname kan gemaak word dat ‘n bestuurder wat konsekwent oor tyd beter as meeste van die gesimuleerde portefeuljes presteer oor die vermoë beskik om die regte aandele te kies om in die portefeulje in te sluit en ook die regte gewigte aan die aandele toe te ken. Die Suid-Afrikaanse Rand het heelwat gedepresieer tydens die evaluasie periode en daarom het fondse groot porsies van hul beleggings oorsee belê. Die beleggings het dus of heelwat groter of heelwat kleiner opbrengste gehad in vergelyking met die opbrengste beskikbaar in die plaaslike aandelemark en dit het die toepassing van PODs beïnvloed. PODs toon baie potential, maar dit is egter onmoontlik om met die huidige data stel vas te stel of dit ‘n beter metode is.

M. Tech. Business Administration / This study was conducted at UNISA Library in 2012 in order to assess the perceptions regarding the process mapping exercise that was conducted by UNISA Library as a means of improving performance based on a random sample of 43 employees of UNISA Library. The study also focused on the implementation of continuous improvement at the UNISA Library.

The aim of the research was to assess what competitive advantage a Removals company could expect to gain by outsourcing its driver function to owner drivers. An extensive literature review identified key outsourcing issues. The literature was related to a case study of Stuttaford Van Lines (SVL), a company that is experiencing problems with its current independent contractor driver arrangements and that needs to review its outsourcing decision. In order to learn from best practice in the field of outsourcing to owner drivers, a benchmarking exercise was undertaken at South African Breweries (SAB). The benchmarking exercise identified six key issues that contributed to the success of the SAB owner driver scheme. These points, together with others identified from the literature, were integrated into a recommended outsourcing implementation process for SVL. The research found that it is possible for SVL to outsource the driver function to owner drivers and that such a scheme can be expected to improve customer service levels. The success of the scheme will depend on the selection of the drivers and how effectively it is managed. It was found that it would not be profitable for SVL to outsource to owner drivers using the compensation model proposed. Cost reduction is however only one of the factors to consider in an outsourcing decision.

In recent years South Africa has experienced numerous service delivery protests. These protests are a result of the lack of delivery of basic services such as water and sanitation (amongst others). To address this, local governments have taken part in benchmarking initiatives (National Benchmarking Initiative, Municipal Benchmarking Initiative) and regulation programmes (BlueDrop,GreenDrop) in an effort to improve the quality of potable water and sanitation services. The latter of these focuses on the quality of the water services delivered and neither focus on the efficiency with which this delivery is achieved. This study uses both nonparametric (data envelopment analysis) aswell as parametric (stochastic frontier) methods to assess the efficiency of water service provision in South Africa over a six year period from 2005 to 2010. Subsequently, the method which is most suited for use in the South African context is proposed. In addition, this study demonstrates how these methods can be used to determine the effectiveness of benchmarking initiatives, namely the National Benchmarking Initiative, in improving the efficiency of water service provision. Furthermore, additional insight into the selection ofm in them out of n bootstrap procedure for efficiency evaluations is established through a simulation study. The inclusion of efficiency evaluations into South African benchmarking initiatives provides new and important insight into the standard of water service delivery. As such, the techniques used in this study illustrate how efficiency analysis can enhance benchmarking initiatives in South Africa.

Thesis (MBA)--Stellenbosch University, 2001. / Some digitised pages may appear illegible due to the condition of the original hard copy / ENGLISH ABSTRACT; SARS is the arm of Government tasked with collecting revenue for the State and it is therefore contributing to the growth and development of South Africa. The objective is to provide a world-class tax and customs service and effectiveness therefore needs to be increase. It is the responsibility of the SARS Special Investigations (SI) Unit to protect the South African economy and society by being a leading law enforcement agency that focuses on commercial related crimes. This benchmarking study is an effort to identify best practices by comparing the SARS SI Unit with nine other criminal or forensic services investigations units in the Western Cape. Networking and partnerships between criminal investigations units are very important in order to combat commercial crime successfully. Half of the benchmarking participants are from the public sector and the other half from the private sector. The study is done from a management perspective and not from a technical legal perspective. Benchmarking leads to better performance and a process of continuous improvement. The SARS Siyakha re-engineering project is also currently addressing more effective processes for the whole organisation, including SI. One of the major problems of a criminal investigations unit is that it covers a very wide and specialised field and cases become bigger and more complex, because the criminals involved are using more sophisticated methods. Commercial crime is also growing at a rapid rate and even extends to the core of corporate life and is threatening to corrupt the values of our country. In criminal cases, the burden of proof is on the State and the standard of proof is beyond reasonable doubt, which is a very high standard. The objective of the criminal investigation is to obtain all relevant facts in dispute and to prove the elements of fraud in such a manner as to ensure a successful prosecution. Benchmarking represents a practical business application of the scientific approach to problem solving. The benchmarking study was therefore done by following a scientific approach, which encompasses a literature review, personal interviews with each benchmarking participant, and the completion of a questionnaire. During the interviews, critical success factors and problem areas were discussed. From the author's viewpoint it was important to provide a solid scientific foundation for the identification of best practices, models and recommendations, instead of simply stating an opinion. The key success factors and best practices identified were grouped into three key areas: Inputs, professionalism and strategy; Process, procedures and methodology; and Outputs and productivity. These three key areas were chosen to ensure that a systems perspective was followed. The findings of the study were also discussed, grouped and summarised in terms of the three key areas. A multi-disciplined criminal investigations team model was also developed as a result of the research and represents a combination between what the private and public sectors are using. Final recommendations to management and a conclusion complete the study. / AFRIKAANSE OPSOMMING: SARS is die arm van die Regering wie se taak dit is om inkomste vir die Staat in te vorder en daardeur dra hulle ook by tot die groei en ontwikkeling van Suid-Afrika. Die doelwit is om 'n wêreldklas diens te lewer om belasting en doeane in te vorder en daarom moet doeltreffendheid verbeter word. Die verantwoordelikheid van die SARS Spesiale Ondersoeke- (SO) afdeling is om as 'n agent die Suid-Afrikaanse ekonomie en gemeenskap te beskerm deur 'n toonaangewende wetstoepassingsagent te wees wat hom op kommersiële misdaad toespits. Hierdie maatstafstudie (benchmarking) is daarop gemik om beste praktyke te identifiseer deur die SAID se SO-eenheid met nege ander kriminele of forensiese ondersoekeenhede in die Wes-Kaap te vergelyk. Die daarstelling van netwerke en vennootskappe tussen kriminele ondersoekeenhede is geweldig belangrik in die stryd teen kommersiële misdaad. Die helfte van die deelnemers aan die maatstafstudie is uit die privaat sektor en die ander helfte uit die openbare sektor. Die studie is uit 'n bestuursoogpunt en nie vanuit 'n regstegniese perspektief nie, gedoen. Maatstafstudies lei tot beter produktiwiteit en 'n proses van deurlopende verbetering. Die SAID Siyakha herontwerpprojek (re-engineering) is tans ook besig om die prosesse van die hele organisasie, met inbegrip van dié van SO, te herontwerp. Een van die grootste probleme wat 'n kriminele ondersoekeenheid ondervind is dat dit 'n baie wye en gespesialiseerde veld dek en sake al hoe groter en moeiliker raak omdat die misdadigers wat betrokke is, meer gesofistikeerde metodes gebruik. Kommersiële misdaad neem ook teen 'n geweldige tempo toe en brei selfs uit na die hart van die korporatiewe sektor en word 'n bedreiging vir die waardes van ons land. Die bewyslas in kriminele sake rus op die Staat en die standaard van die bewyslas is bo redelike twyfel. Die doel van kriminele ondersoeke is om al die relevante feite waaroor dit gaan te openbaar en om die elemente van bedrog op so 'n manier te bewys en aan te bied sodat 'n suksesvolle vervolging verseker kan word. Maatstafstudies word gedoen deur middel van 'n wetenskaplike probleemoplossingsbenadering en dit verteenwoordig 'n praktiese besigheidstoepassing. Die maatstafstudie is daarom gedoen deur 'n getroue navolging van 'n omvattende wetenskaplike benadering. Eerstens is 'n teoretiese studie gedoen wat opgevolg is deur persoonlike onderhoude wat die invul van 'n vraelys ingesluit het. Tydens die onderhoude is kritieke suksesfaktore en probleemareas bespreek. Uit die skrywer se oogpunt was dit deurentyd belangrik om 'n grondige wetenskaplike basis te hê vir die identifisering van beste praktyke, modelle en aanbevelings, eerder as om net 'n persoonlike mening uit te spreek. Die kritieke suksesfaktore asook die beste praktyke is gegroepeer in drie hoofareas: Insette, professionele gedrag en strategie; Prosesse, prosedures en metodologie; en Uitsette en produktiwiteit. Hierdie drie sleutelareas is gekies om te verseker dat 'n stelselbenadering gevolg word. Die bevindings van die studie is ook bespreek, gegroepeer en saamgevat onder die drie kernareas. Een van die resultate van die studie is dat 'n "multi-dissiplinêre kriminele ondersoekspanmodel" ontwerp is wat verteenwoordigend is van 'n gekombineerde toepassing tussen die privaat en openbare sektor. Die studie word afgerond deur finale aanbevelings aan bestuur en 'n gevolgtrekking.

Thesis (MBA)--Stellenbosch University, 2001. / ENGLISH ABSTRACT: The majority of small and medium - and to a much lesser extent the large - commercial lithographic printing firms situated in the Western Cape do not employ a fulltime financial director or an accountant. The result is that many managers - very often without much financial training - have to steer their firm through very turbulent economic times. Apart from being in this state of siege, managers of these commercial printing firms have their problem compounded by the fact that they do not have any industry-specific financial benchmarks against which to evaluate their firms' financial performance. Against this background, the writer has set out to determine certain industry financial benchmarks - presented in the form of ratios - for the commercial lithographic printing firms situated in the Western Cape to enable participating firms to measure their performance relative to their sector peers. As such, this study is aimed at the non-financial manager, firstly, and thereafter the financial manager. To this end an attempt has been made to keep the vocabulary as user-friendly as possible without sacrificing brevity and clarity. Lastly, this study is presented as a working document rather than a theoretical exercise. The essence of this study - to create a tool for financial evaluation - could be embodied as follows: Turnover is vanity, profit is sanity, cash flow is reality. / AFRIKAANSE OPSOMMING: Die meerderheid klein en medium - en tot 'n mindere mate groot - kommersiële litografiese drukkery firmas wat in die Wes Kaap geleë is, het nie 'n voltydse finansiële direkteur of rekenmeester in diens nie. Dit gee daartoe aanleiding dat verskeie bestuurders - dikwels sonder noemenswaardige finansiële opleiding - hul firma deur 'n baie onstuimige ekonomiese omgewing moet stuur. Buiten hierdie uitdaging is daar ook die verdere probleem dat daar tans geen industrie-spesifieke finansiële maatstawwe bestaan waarteen hul firmas se finansiële prestasie gemeet kan word nie. Teen hierdie agtergrond het hierdie studie dus ten doel gehad om sekere industrie spesifieke finansiële maatstawwe - aangebied as verhoudings - vir die kommersiële litografiese drukkery firmas wat in die Wes Kaap geleë is, te genereer sodat deelnemende firmas hul finansiële prestasie kan meet relatief tot hul sektor eweknieë. Met hierdie doel voor oë is hierdie studie dus eerstens gerig op die nie-finansiële bestuurder en daarna die finansiële bestuurder. Dienooreenkomstig is die woordeskat dus so gebruikervriendelik moontlik gehou sonder om akkuraatheid en trefkrag in te boet. Laastens is hierdie studie gemik om 'n werksdokument eerder as 'n teoretiese skrywe te wees. Die kern van hierdie studie - om naamlik 'n instrument te wees vir finansiële evaluasie - kan as volg saamgevat word: Omset is ydelheid, wins is redelikheid, kontantvloei is werklikheid.

M.Ing. / Nowadays successful companies realize that placing the customers' needs first is so important that it must be an attitude of all departments within the business, an attitude of everyone involved in the business and staff at large. They have to understand that the success of a company depends on customers. This research report will aim to emphasize that it is crucial for companies to satisfy and meet customer needs. Thus, the identification of customer needs, the satisfaction of customers and to satisfy the customers establishing product specifications are emphasized. The applications of the methods and techniques of the process of customer needs identification of a commercial product will be demonstrated and compared on a Turkish computer company and a South African computer company. As the market place, the South African and the Turkish computer market, as the commercial product, a computer and as the computer companies, the Surat computer company and the Microstar computer systems company will be chosen in the case study. The results of the case study will be presented in an integrated manner with the literature study. This report will be based on a case study of customer needs identification in computer technology.