This study covers an investigation into project management best practices in Southern Africa. The purpose of the research was to determine which of the current accepted project management tools and techniques are seen as critical in the region. It also focuses on determining any external or internal factors that hamper effective development of project management in the Southern African region. The study further tries to determine whether there are any noticeable differences between accepted project management practices in the developed world and practices used in the region. The study was conducted using a survey with a mix of open and scaled questions and was sent out to a number of companies selected because they employ established project managers. A total number of 400 questionnaires were sent out and 42 completed questionnaires were received from respondents. The study found that there are no significant differences between the techniques used for project management in Southern Africa and techniques used in the rest of the world. There are, however, several factors influencing project management development in the region that are unique to the region including a severe shortage of skilled people and infrastructure problems. There is also a lack of knowledge about project management practices amongst respondents and amongst other members of their organizations including senior management. This lack of knowledge combined with the shortage of skilled people can result in serious problems with the execution and management of projects in the Southern African region. / Graduate School of Business Leadership / MBL

This study covers an investigation into project management best practices in Southern Africa. The purpose of the research was to determine which of the current accepted project management tools and techniques are seen as critical in the region. It also focuses on determining any external or internal factors that hamper effective development of project management in the Southern African region. The study further tries to determine whether there are any noticeable differences between accepted project management practices in the developed world and practices used in the region. The study was conducted using a survey with a mix of open and scaled questions and was sent out to a number of companies selected because they employ established project managers. A total number of 400 questionnaires were sent out and 42 completed questionnaires were received from respondents. The study found that there are no significant differences between the techniques used for project management in Southern Africa and techniques used in the rest of the world. There are, however, several factors influencing project management development in the region that are unique to the region including a severe shortage of skilled people and infrastructure problems. There is also a lack of knowledge about project management practices amongst respondents and amongst other members of their organizations including senior management. This lack of knowledge combined with the shortage of skilled people can result in serious problems with the execution and management of projects in the Southern African region. / Graduate School of Business Leadership / MBL

The Automobile parts and accessories manufacturing industry in Taiwan is facing that, the whole industry development moves to mature period, the competing and managing mold of the manufacturers differ much from the past, the competition from globalizing markets, and the world factory, China, rises, so the enterprises would face more variables and challenges. Therefore, it¡¦s important to deeply probe into how to improve managing effects by innovative transformative strategy. For the inner of enterprises, it must think about what the main surviving core competitiveness is to adjust to the active competitive ability. And the key for enterprises to sustainable development is continuous creativity. Creativeness has become the necessity for structure development. The structure of automobile parts and accessories industry in Taiwan is transforming. In the recent years, it¡¦s developed gradually toward the concentrated industry of technology, knowledge, and capital. Therefore, it¡¦s important day by day for Taiwan enterprises that not only investing in more budgets on R&D and personnel trainings, but also establishing the managing and technology strategy. This research probes into how to submit the strategy of enterprise transforming, and strengthen the self-competitiveness, to establish the competitive advantage under active competitive managing environment, and adjusting to the benefits and threats of ¡§the globalization of domestic markets; the localization of global markets.¡¨

Customer relationship management (CRM) as an academic subject and a business tool is as relevant today as ever before. As part of the CRM model banks have implemented the concept of relationship banking. The retail banking industry has been troubled with the issue of customer loyalty as both personal and commercial customers have shown the tendency to utilise different products and services from different banks or financial institutions. The problem seems to be Customer Loyalty (or is it?), which as a field of research has been exploited in recent years. The aim of the research report will be to contribute to the existing research on Customer Loyalty and the effects of Relationship Banking (as part of a CRM model) thereon. / Relationship banking, as exemplified by retail banks, is a valuable enabling strategy that promotes competitiveness and provides sustainable success. The utilisation of relationship banking as a business strategy to increase customer retention, create customer loyalty and ultimately increase long-term profits is a relative young tactic, originating in the 1980s and gathering pace during the 1990s. The correct application of relationship banking could impact on the bottomline of banks favourably. Hence the positioning of this research to investigate the effect of the relationship banking offering on customer loyalty, and its use in realising customer loyalty and long-term value from relationship banking initiatives. The retail banking industry in South Africa is a complex and very competitive environment, which is dominated by the big four banks (ABSA, First National Bank, Nedbank, and Standard Bank). It is a business imperative for the management of the banks to ensure that they establish, develop and improve relationships with their most important asset, their customers. Operating in such a dynamic environment requires of banks to fully understand all the factors of relationship banking that affect their success and market share. What is the impact of relationship banking on customer loyalty, and what are the possible results that can flow from a close relationship between bank and customer? The main research hypothesis states that business customers who receive the relationship banking offering from their retail bankers are more loyal towards their bank than those business customers who do not receive the relationship banking offering. With this in mind the research seeks to clarify specific primary objectives based on the hypothesis: • To investigate the impact that relationship banking has on the loyalty of business banking customers in the retail banks in South Africa. ii • To identify the critical factors of relationship banking that can influence customer loyalty. • To identify the benefits of relationship banking and customer loyalty. The research composed of a field study in the retail banking industry, with a sample of 80 business banking customers with a close business relationship with their banker or having a personal banker looking after the relationship, and 80 business customers without a close business relationship with their banker or no personal banker looking after their relationship. The survey focused on the attitude or perception of business customers based on relationship and loyalty dimensions. The research, in combination with the literature review provided valuable insight into the factors influencing relationship banking, its value as part of a retail business banking proposition, as well as the effect it has on customer loyalty. It also provided insight into the importance of customer loyalty and its impact on customer retention and long-term profitability. It is clear from the literature review and research that a relationship banking offering adds value with regard to customer retention and loyalty. The results and findings from the research and literature review represent a remarkable difference between the perceived levels of customer loyalty of the two groups. This is an indication that relationship banking affects customer loyalty positively. The critical factors of relationship banking that were found to influence customer loyalty included the value proposition, service and quality, employee competency (relationship banker), price, reward and recognition, and communication. The benefits of developing and building customer loyalty included: retention of customers and staff, customer satisfaction, trust, word of mouth referrals and growth, cost reduction, cross-sales, profitability (relationship lifetime value) and enhancing the bank’s competitive advantage. iii The researcher recommends that retail banks must continue to implement relationship banking offerings across all business customer segments. A possible consideration will be to divide the relationship banking offering on different levels: high-touch; medium-touch; and low-touch. These different value propositions should represent mutual (bank and customer) requirements and financial feasibility for banks. Banks must place customer-centricity at the core of their relationship banking strategy. To support the relationship strategies banks need to understand the behaviour of their customers and their buying habits. Market segmentation is a critical aspect of relationship marketing and the segmentation of business customers must be in line with the different levels of relationship offerings. Segmentation should also be in line with customer value or customer profitability, complexity of financial demands, annual turnover and industry. This segmentation will allow banks to provide the correct relationship banking offering to the right customer. To support the segmentation process banks need to be able to determine the individual customer profitability. Management information systems must be developed and used to determine the customer’s profitability. Once the segmentation has been concluded banks must implement and use applicable CRM strategies and CRM systems to complement the relationship banking offering. It’s about knowing their customers well enough to determine the kind of relationship they would like to have. Banks must also try to extend their CRM strategy across all customers. The support from top management and understanding of the relationship banking offering is critical as a lack of support can derail the success. The main recommendations for further study that transpired from the research included: • Research on the calculation of relationship life time value. iv • Research on a model for appropriate market segmentation of business banking customers in South Africa. • Research on the importance of reward and recognition strategies to valued customers, plus loyalty programmes. • Research on the key characteristics of relationship bankers.

Decades after the idea of not-for-profit marketing was first introduced the uptake has not been universal. This study investigates the application of commercial marketing principles in a sector where objectives other than profit are pursued. In particular, it seeks to establish the effectiveness of not-for-profit marketing in encouraging the public to “pay” the required “price”; to investigate the influence of charity brands on stakeholder choices; the influence of a charity’s reputation on donor behaviour; and whether smaller charities are aware of and use their brands. A questionnaire tested donor perceptions and through a focus group insight was gained into the marketing practices of smaller charities. The results indicate that not-for-profit marketing is effective and that smaller organisations can compete through less expensive marketing techniques, that charity brands are extremely valuable but underutilised, and that an organisation’s reputation is its most valuable asset. Recommendations are made to improve the performance of smaller charities by addressing marketing and wider management practices.

The research aims to establish a framework whereby performance management systems can be assessed in terms of its effectiveness. The industry in which research is conducted is the call centre industry in South Africa. / The field of Performance Management is receiving more attention today than ever before. This is due to the fact that many companies are becoming more and more frustrated by the ‘disconnect’ that exists between formulating their strategy and successful delivery against it. The aim of this research is to determine how performance is managed in organisations, but more importantly, how it should be managed. To this end, this research considers the total endeavour required to manage performance as a system, and wishes to contribute towards specifying how this system must ‘hang together’. This research is conducted against the backdrop of the call centre industry in South Africa. The call centre industry is an area of potential growth in South Africa and in need of evaluating and improving their performance results to meet or exceed the international benchmarks. This level of global pressure makes call centres an appropriate subject of analysis on a topic such as Performance Management. The nature of this research was mostly exploratory, by firstly reviewing existing theory and literature relevant to this subject. Subsequent to this, two assessment instruments were used to assess the desired situation with regards to Performance Management Systems in South African call centres. The one instrument was developed as a result of the theory and literature reviewed during this research project (the PMSAI). Another, existing, instrument, the PMA®, (De Waal, 2004) was also used to provide a different view and provides an opportunity to triangulate this project. It also addresses the current status of Performance Management Systems in South African call centres to highlight shortcomings as a basis to review and improve these systems. The main findings of this research are that a successful Performance Management System should take cognisance of a number of factors in- and outside of the organisation as well as the interplay between ‘hard’ and ‘soft’ elements in the system. Examples of these factors are the industry and focus of the organisation, as well as what the Performance Management System must be used for. Examples of ‘hard’ vs ‘soft’ elements are responsibilities for performance targets (hard) and the level of buy-in to achieve the targets (‘soft’). In the end, a perfect ‘answer’ to Performance Management is elusive and is likely to remain so mainly due to the inherent complexity and level of variety that this system must cater for.

This study examines the disclosure of forward-looking information in annual reports of companies listed on Zimbabwe Stock Exchange (ZSE). It aims to determine if ZSE listed companies disclose forward-looking information and if they do disclose, how helpful the information is to the intended users of the annual report for decision making purposes? The factors proposed for the investigation are therefore disclosure and effectiveness of the forward-looking information. Since the annual reports represent the main source of voluntary disclosures of forward-looking information, the investigation uses a disclosure index based on an analysis of the statements made by management in annual reports of the companies listed on ZSE. In this study, the level of forward-looking information disclosed in the annual reports of the firms is examined in three broad categories namely, (a) context, nature, objectives and strategies, (b) drivers of development and performance, and (c) financial position, analysis and explanations . We find that companies do disclose forward-looking information. However, 9 out 10 companies sampled reflect that the level of disclosure lacks the critical detail and clarity necessary for decision making by its intended users. On average, excluding Old Mutual that is listed on the London and Johannesburg Stock Exchanges and has the highest score of 4 (i.e. above average disclosure - information is rich and detailed and contains key information), ZSE companies disclosed below average forwardlooking information insufficient to give a clear understanding of the position and performance of the company. The findings also suggest that companies disclosed forward-looking information without fully understanding the implications of the disclosure of such kind of information. This is evident in that, except for Old Mutual, no disclaimers or any notes were made by companies to cover themselves from litigations that could arise as a result of such disclosure. This could also suggest that Zimbabwe is not a litigious country in as far as reporting by companies is concerned. / Graduate School of Business Leadership / MBL

“Outsourcing has been touted as the ideal way for organisations to reduce cost, focus on core business processes, improve services, enhance skills, reduce time-to-market and increase overall competitive advantage,” (Power, Bonifazi and Desouza, 2004). A pertinent question is therefore ‘Can South African companies in the pharmaceutical industry remain competitive by outsourcing, what is driving these companies to outsource and how effective has the initiative been?’ The purpose of the study is to identify the extent to which various key factors play an influential role in motivating pharmaceutical companies in SA to outsource. South African pharmaceutical companies as part of the global arena, have to continually assess the feasibility of manufacturing their products in-house or allowing contract manufacturers to manufacturer and or pack on their behalf. The research questions posed in this research were: why are companies outsourcing, what is outsourcing and what is happening amongst the South African pharmaceutical companies? The results of this qualitative rich study have shown that outsourcing in SA is not just about cost savings or reduction in product costs but that this process is able to afford the contract giver the ability to tap into additional capabilities (facilities, technology and skill) of their outsourcing partner. Outsourcing has enabled the contract manufacturers in SA to assist the contract givers in numerous areas such as cost reduction, cost saving, reduction in capital investment, increased flexibility and allowed the contract givers to focus on their core competencies. The implementation of off shoring may result in South African contract givers incurring additional ‘hidden costs’ which may be attributed to quality problems, reduced flexibility of transport, product write-offs (due to large volumes ordered), currency fluctuations and additional resources that may required (technology transfer, documentation review, and validation). The responses from the research questionnaires indicate that the key drivers of outsourcing in South African are aligned with those identified in global ii marketplace by Jiang and Qureshi; Copestake and Lau and Zhang (2006). The main drivers being profitability increase (cost reduction, cost saving and capital reduction), strategic considerations (focus on core competence, increased flexibility and to facilitate market penetration) and access to knowledge and skills. The key for the South African outsourcing service providers lies in ensuring that their clients are kept satisfied so that they can minimise the threat of offshore providers. The results of the study are line with Momme and Hvolby (2001) suggestions in which they advocate that organisations only outsource when suppliers have a comparative advantage and that an organisation proactively have a stronger focus on its internal core business areas. In SA governmental changes in regulations/ laws such as those addressing parallel importation, patents, foreign investors and trade would impact on the countries national competitive advantage. However although outsourcing is highly beneficial, organisations need to carefully manage the process, identify hidden costs, risks and initiate preventative measures to ensure success. This study was the first step towards conceptualising the impact of the key drivers, decision making and strategic issues on the South African pharmaceutical manufacturing industry. / Graduate School of Business Leadership / MBL

“Outsourcing has been touted as the ideal way for organisations to reduce cost, focus on core business processes, improve services, enhance skills, reduce time-to-market and increase overall competitive advantage,” (Power, Bonifazi and Desouza, 2004). A pertinent question is therefore ‘Can South African companies in the pharmaceutical industry remain competitive by outsourcing, what is driving these companies to outsource and how effective has the initiative been?’ The purpose of the study is to identify the extent to which various key factors play an influential role in motivating pharmaceutical companies in SA to outsource. South African pharmaceutical companies as part of the global arena, have to continually assess the feasibility of manufacturing their products in-house or allowing contract manufacturers to manufacturer and or pack on their behalf. The research questions posed in this research were: why are companies outsourcing, what is outsourcing and what is happening amongst the South African pharmaceutical companies? The results of this qualitative rich study have shown that outsourcing in SA is not just about cost savings or reduction in product costs but that this process is able to afford the contract giver the ability to tap into additional capabilities (facilities, technology and skill) of their outsourcing partner. Outsourcing has enabled the contract manufacturers in SA to assist the contract givers in numerous areas such as cost reduction, cost saving, reduction in capital investment, increased flexibility and allowed the contract givers to focus on their core competencies. The implementation of off shoring may result in South African contract givers incurring additional ‘hidden costs’ which may be attributed to quality problems, reduced flexibility of transport, product write-offs (due to large volumes ordered), currency fluctuations and additional resources that may required (technology transfer, documentation review, and validation). The responses from the research questionnaires indicate that the key drivers of outsourcing in South African are aligned with those identified in global ii marketplace by Jiang and Qureshi; Copestake and Lau and Zhang (2006). The main drivers being profitability increase (cost reduction, cost saving and capital reduction), strategic considerations (focus on core competence, increased flexibility and to facilitate market penetration) and access to knowledge and skills. The key for the South African outsourcing service providers lies in ensuring that their clients are kept satisfied so that they can minimise the threat of offshore providers. The results of the study are line with Momme and Hvolby (2001) suggestions in which they advocate that organisations only outsource when suppliers have a comparative advantage and that an organisation proactively have a stronger focus on its internal core business areas. In SA governmental changes in regulations/ laws such as those addressing parallel importation, patents, foreign investors and trade would impact on the countries national competitive advantage. However although outsourcing is highly beneficial, organisations need to carefully manage the process, identify hidden costs, risks and initiate preventative measures to ensure success. This study was the first step towards conceptualising the impact of the key drivers, decision making and strategic issues on the South African pharmaceutical manufacturing industry. / Graduate School of Business Leadership / MBL

A agricultura familiar é responsável por aproximadamente 70% do alimento que chega à mesa do brasileiro (51% das aves, 58% do leite, 69% das hortaliças, 70% do feijão e 83% da mandioca) e está presente em aproximadamente 4.600 municípios do Brasil (MDA, 2015). Dessa forma, essa atividade tem papel fundamental para a oferta de alimentos e equilíbrio econômico e social das regiões. O presente trabalho buscou diagnosticar o perfil gerencial dos pequenos produtores familiares em administrar suas propriedades, no âmbito do município da Região Metropolitana de Ribeirão Preto. Além disso, buscou-se entender quais aspectos influenciam positiva e negativamente a realização de atividades gerenciais nos pequenos estabelecimentos. Para tanto, utilizou-se como base o diagnóstico de competitividade do agronegócio, que levantou informações de 104 produtores da Região Metropolitana de Ribeirão Preto, SP. Os dados foram processados pela análise multivariada, por meio das técnicas de análise de componentes principais e pela análise de agrupamento. A análise quantitativa revelou que os respondentes que se dedicavam às atividades de planejamento, produção e gestão financeira tendem a realizar, também, outras atividades gerencias. Além disso, revelou que esses produtores têm como principal foco atividades internas, apontando uma tendência em negligenciar aspectos relacionados ao mercador consumidor. O estudo mostrou, ainda, a heterogeneidade dos respondentes ao caracterizar grupos de acordo com seu perfil gerencial resultando em uma tipificação caracterizada pelo acesso à educação formal e a experiência profissional em outras áreas. Por fim, o estudo sugere, também, a necessidade da avaliação da efetividade das políticas públicas de fomento à agricultura familiar e de reforma agrária, figurando esses, como um vasto e importante campo para o desenvolvimento de futuras pesquisas. / Family agriculture represents approximately 70% of the food that comes to the Brazilian table (51% of birds, 58% of milk, 69% of vegetables, 70% of beans and 83% of cassava) and is present in approximately 4,600 municipalities of Brazil (MDA, 2015). In that way, this activity takes a fundamental role for the food supply and the economic and social balance of the regions. The present work sought to diagnose the managerial profile of small family farmers in managing their properties within the municipality of the Metropolitan Region of Ribeirão Preto. In addition, sought to understand which aspects positively and negatively influence the performance of managerial activities in small establishments. For this purpose, the agribusiness competitiveness diagnosis was used as a basis, which gathered information from 104 producers from the Metropolitan Region of Ribeirão Preto, SP. The data were processed by multivariate analysis using main component analysis techniques and cluster analysis. Finally, the results obtained in the multivariate analysis were interpreted in order to qualitatively complement the results obtained with the quantitative stage. The quantitative analysis revealed that respondents engaged in planning, production and financial management activities also tended to perform other management activities. It, also, revealed that these producers have as main focus internal activities, pointing out a tendency in neglecting aspects related to the consumer merchant. The study also demonstrated the heterogeneity of the respondents in characterizing groups according to their managerial profile, resulting in a typification characterized by access to formal education and professional experience in other areas. Finally, the study suggests the need of evaluating the effectiveness of public policies for the promotion of family agriculture and agrarian reform, which are a vast and important field for the development of future research.