Abstract In recent years, because of some alterations in the government policies and market-place structures, it seems that Real Estate Broking (REB) will be a main stream in the Real Estate Marketing. It is expected that the development of REB will be promising and prospective. However, there are few logistically developed standard operation procedures (SOPs) for customer service. In some large-scale companies with well-developed management systems, there are some service procedures based on empirical practices. However, these procedures have not been documented and served as guides for newcomers to the field. These result in raising the complexity and lowering the overall service quality of REB. In addition, because of the lack of SOPs, it can hardly earn a trust and satisfy the increasing varieties of need from customers. SOPs help in the transportation of profession, confidence, safety, and efficiency for the REB processes to customers from the service providers. They also provide brand-image awareness to consumers and good relationships between the customers and providers. Also, service mistakes from the providers can be minimized and achieve the uniformity and efficiency of operations. The necessity for constructing related SOPs becomes evident. This study was based on practical broking procedures and related academic treatises to develop SOPs for the REB. The investigations divided the customer-service procedures into three phases and incorporated a feedback mechanism of ¡§Customer Satisfactory Management¡¨ and an application of ¡§Information Science and Personnel Management¡¨ to construct a conceptual frame for the procedures. The study also provided revisions and integrity of the constructed frame by analyzing some practical cases. The developed SOPs are expected to be a basis for improving the service quality of the REB and a reference for constructing a mechanism for consumer service.

South Africa’s labour legislation went through significant changes recently, with the changes to section 198 of the Labour Relations Act 66 of 1995 being the most contentious. The purpose of this research was to explore the perceptions of employees in the HR department of an integrated petroleum and chemical company regarding the changes to labour broking and the potential implications of these changes for an integrated petroleum and chemical company and its employees. The qualitative exploratory study was conducted with six employees of a large integrative petroleum and chemical company making use of labour brokers, until data saturation was reached. The data were collected by means of individual interviews and telephonic interviews. The results indicated that the changes to section 198 will have some positive and negative implications. The positive implications for an organisation included more productive employees and the ability to identify high-quality employees more easily. The positive implications for the company's employees are that the lower-income employees will be protected, the new legislation will provide permanent employment and there will be better dispute resolution procedures. The negative implications to the changes to section 198 for the organisation, include for instance higher costs, the drafting of new policies and guidelines and less employment flexibility. Negative implications for the employees include unemployment, negative attitudes towards the organisation, poor employability and a situation where the current and/or permanent employees have to do all the work. / Business Management / M. Com. (Business Management)

Syfte: Personalomsättning är ett omfattande problem i fastighetsmäklarbranschen. Eftersom vi utbildar oss till fastighetsmäklare, är studien av intresse för oss då vi vill få insikt i personalomsättning och vilken betydelse ledarskapet har för medarbetarna.  -          Syftet med vår studie är att undersöka hur ledarskapet kan påverka personalomsättningen inom fastighetsmäklarbranschen i Sverige. Metod: Vi har använt oss av en kvalitativ metod. Datainsamlingen har utförts i form av semistrukturerade intervjuer. Vi har utfört totalt 16 intervjuer, fördelat på 11 medarbetare och 4 ledare. 14 av intervjuerna har utförts face-to-face, och två har skett via telefon. Materialet har spelats in i samtyckte med intervjupersonerna. Materialet har sedan transkriberats, redovisats och analyserats efter Philipsons (2013) well-grounded theory.  Resultat & slutsats: Resultatet pekar på att ledarskapet har en påverkan på personalomsättningen i fastighetsmäklarbranschen. Ett coachande och demokratisk ledarskap får medarbetare att vilja stanna kvar på en arbetsplats. Förslag till fortsattforskning: Ett problem vi hade under vår studie var att samtliga ledare i vår studie hade låg personalomsättning. Vi skulle gärna se att den kommande forskningen väljer att intervjua ledare på kontor med hög personalomsättning för att identifiera hur de utövar sitt ledarskap. Ett annat problem var att vi inte hade tid att komma i kontakt med medarbetarnas tidigare ledare för att kunna jämföra deras åsikter. Det skulle vara intressant för vidare forskning. Uppsatsens bidrag: Vi har identifierat vilka som är de främsta orsakerna till att fastighetsmäklare väljer att byta arbetsgivare samt vilka ledarstilar de värderar högst

本研究的目的在於針對個案公司進行外在環境與內在環境分析，據以認定當前的機會、威脅、優勢與劣勢，並發現其目前所面臨的問題。接著分析個案公司未來可行的策略方向，制定相關的根本策略、營運策略、組織與制策略、及重生策略，並提出長短期行動計劃。 　　本研究參考國內外相關理論和文獻後，將公司經營策略依內外在環境評估、策略制定與策略執行三方面加以擬訂。研究方法採取個案研究法，針對一家專業經紀商二十名主管進行深度訪談，每次的訪談進行為時約一小時，而整個實地訪談大約歷時二個月。 　　經過研究者的資料蒐集、整理與分析後，本研究的要點如下： 　　1. 經由外在分析可知個案公司面臨的機會包括：代客操作開放、理財行為日趨多元化及差異化、分公司設立標準放寬、證券市場國際化、承銷業務市場成長快速、店頭市場成長潛力大；但其同時面臨下列的威脅：競爭激烈、惡性價格競爭、替代品越來越多。 　　2. 經由內在分析可知個案公司的優勢包括：管理具彈性、完善經營理念、提升服務品質、相處和諧、經營穩健、內控明確；而劣勢為：公司議價力較小、知名度不足、業務範圍有限、獲利不穩定、專業能力待加強、缺乏基本面與市場資訊、開會無效率、升遷無門。 　　3. 依據上述的內外在分析，制定相關的根本策略、營運策略、組織與控制策略及重生策略。 　　4. 在證券業激烈競爭下，專業經紀商宜採用穩定策略固守經紀市場。 　　5. 採取穩定策略的專業經紀商宜藉由專業化與高水準服務的優勢，採取集中化的競爭策略，以法人客戶為目標市場。

This thesis investigates how a web-hosted portal could be developed and designed in order to assist customer information updates in micro-enterprises in the ship broking business. Based on well-established system development theories and collected material, the web-hosted portal concept was developed. The development process included a case study at a ship broking company in Karlshamn, southern Sweden. Ship broking companies handle information as a mediator between other actors, thus the information becomes sensitive. In the ship broking business there is a constant need and flow of information. As the shipbrokers’ customers demand constant information 24 hours a day it is important to meet this demand in a service minded fashion. Today all customer updates are handled manually and are considered very time consuming and generate duplication of work. To solve these issues a possible solution could be to introduce information technology in the organisation. The introduction of information technology in the ship broking organisations has been slow. A contributing factor might be the widespread conservatism and resistance to changes in the ship broking business. The conclusions show the needs and demands for a web-hosted portal among shipbrokers and interested parties in the logistic chain. The result of the thesis should be considered as a foundation for further development and implementation of the concept.

Thesis (LLM (Labour law)) --University of Limpopo, 2013 / The study will analyse section 198 of the Labour Relations Act of 66 of 1995. The section is the founding provision of labour broking and also provides for joint and several liabilities between the client and the broker in instances of infringement of this section. The utilization of labour brokers in South Africa has sparked debates between various stake-holders, with the other side arguing that labour broking should be banned it diminishes the rights of employees. In order to resolve the challenge relating to labour broking the study will make comparative analysis with the Namibian jurisprudence. The study takes full cognize of legislative framework governing labour broking and determines whether the available legislation provide full protection of labour rights. Through case law the study will highlight the constitutional challenges o labour broking in South Africa and challenges faced by employees employees employed through labour broking. The study concludes tht the regulation of labour broking is appropriate as the industry creates employment nd thus alleviates poverty and that the total ban labour broking in South Africa would be detrimental to those who seek employment without the necessary skills and qualifications.

South Africa’s labour legislation went through significant changes recently, with the changes to section 198 of the Labour Relations Act 66 of 1995 being the most contentious. The purpose of this research was to explore the perceptions of employees in the HR department of an integrated petroleum and chemical company regarding the changes to labour broking and the potential implications of these changes for an integrated petroleum and chemical company and its employees. The qualitative exploratory study was conducted with six employees of a large integrative petroleum and chemical company making use of labour brokers, until data saturation was reached. The data were collected by means of individual interviews and telephonic interviews. The results indicated that the changes to section 198 will have some positive and negative implications. The positive implications for an organisation included more productive employees and the ability to identify high-quality employees more easily. The positive implications for the company's employees are that the lower-income employees will be protected, the new legislation will provide permanent employment and there will be better dispute resolution procedures. The negative implications to the changes to section 198 for the organisation, include for instance higher costs, the drafting of new policies and guidelines and less employment flexibility. Negative implications for the employees include unemployment, negative attitudes towards the organisation, poor employability and a situation where the current and/or permanent employees have to do all the work. / Business Management / M. Com. (Business Management)