University of the Free State: Business School

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Open Access
Perceptions of bonus incentive schemes at a major South African private bank
(University of the Free State, 2013) Coetzee, Johan
English: Private bankers are scarce and the type of bonus incentive scheme banks use to attract and retain them plays a vital role in ensuring that they are motivated to perform in accordance with the outputs expected from them. This study assesses the perceptions of private bankers at a major South African private bank of their current discretionary bonus scheme and of the alternative mechanistic approach. The results indicate that they are dissatisfied with their current scheme and prefer one that incorporates many, if not all, aspects of a mechanistic approach. The subjectivity of management and an unclear ‘line-of-sight’ were common reasons provided by the private bankers. This study is the first of its kind to focus on the perceptions of private bankers regarding their bonus incentive schemes in the South African context.
Open Access
Psychological resources as predictors of academic performance of first-year students in higher education
(University of the Free State, 2013) Kotzé, Martina; Niemann, Rita
English: This article aims to determine whether psychological resources (hope, optimism and resilience) can be potential predictors of academic performance. A cross-sectional survey design was used and the sample consisted of 789 first-year students in Industrial Psychology. The measuring instruments included the State Hope Scale (SHS), the Life Orientation Test-Revised (LOT-R), and the Adult Resilience Indicator (ARI). The results of the simple multiple regression analysis showed that state hope, and specifically pathways, and three dimensions of resilience were statistically significantly related to academic performance, whereas optimism was not a statistically significant predictor of academic performance
Open Access
The influence of network service reliability on customer retention
(University of the Free State, 2013-05) Seleke, Mohato; Nel, Jacques
This study aims to determine the influence of network service reliability on customer retention. The study identifies the network services or applications commonly used by the average user on the Internet. A framework for the measurement of the reliability of these network services is developed for third-tier internet service providers (ISPs). Because ISPs have limited flexibility in competitively up scaling the capacity of their physical networks, designing and delivering compelling value proportions to different ISP market segments will largely depend on network service reliability. The ability of the ISPs to optimise scarce resources and maintain reliable services may be critical to their future survival. The study was conducted based on the corporate customers of both Datacom and Comnet. The customers used leased line, fixed wireless or dial-up as service delivery infrastructure (SDI). A structured questionnaire was administered to a stratified random sample of 97 respondents. Network service reliability was measured using the accessibility, continuity and fulfilment (ACF) framework. Customer retention was predicted using multiple regression. The study revealed that network service reliability positively influences customer retention. It was found that 64% of the variability in customer retention could be explained by the level of reliability of services offered over ISP networks. Furthermore, corporate customer service experiences were found to be impacted by the network service delivery infrastructure used to connect the customer. Leased lines appeared to provide the most reliable services compared to fixed wireless and dial-up. In addition, email, direct user-to-user and internet link access were found to be significant predictors of customer retention. These findings demonstrate the importance of network service reliability to the future of third-tier internet service providers. The study therefore recommends the implementation of service quality improvement programs by the ISPs. The research also points to the need for further research in the area of network service reliability improvements in telecommunications.
Open Access
Fund management in family businesses
(University of the Free State, 2014) Visagie, G. M.; Vermeulen, W.
The South African economy depends to a significant extent on the continuity and success of family businesses as they have the ability to generate significant wealth and jobs on a much larger scale than any other business. It is therefore very unfortunate that family businesses that form such a vital part in the economy of SOUTH AFRICA have such a low success rate. One of the main contributing factors to the low survival rate of FBs is the lack of or non-existence of proper fund management and governance that have an influence on the financial sustainability of these businesses. This field study examined the importance of implementing new systems and procedures as identified by management and staff of the family businesses with the aim of improving fund management, in order to ensure increased sustainability in family businesses. Furthermore, this field study identified and discussed specific benefits and implications of a well-established fund management culture. The researcher used a mixed method approach in analysing present fund management practices in family businesses. Questionnaires, focus group interviews and individual interviews with the executive management and family members of family businesses were applied to identify areas of improvement within the fund management model, together with the participants’ views of how improvements can be addressed. Subsequently, the researcher applied the findings to identify practices that are required as part of efficient fund management to formulate a model fundmanagement framework that family businesses can implement and maintain to ensure increased sustainability in family businesses.
Open Access
Tattooing amongst youth in Bloemfontein: skin deep communicative signs of a minority group?
(Department of Communication Science, University of the Free State, 2014) Lombard, Elbie; Bergh, Luna
This article reports on a research project that was undertaken to determine both the scope and communicative value of tattoos mainly among students of the University of the Free State (UFS) in Bloemfontein, South Africa. The owner of the tattoo shop on the Bloemfontein Campus of the UFS was interviewed, while clients of the tattoo shop as well as undergraduate Communication Science students, a larger random group of students and young working adults of the same age completed a questionnaire anonymously. The expectations were that tattoos among the four groups mentioned (i) would not be predominantly culturally determined, nor (ii) visible all the time; nor (iii) chosen specifically to communicate a rebellious message. In a follow-up study on the same campus, Communication Science students requested fellow students to complete a slightly adapted questionnaire as part of a class assignment. The findings of the analysis are evaluated in terms of both incremental and entity theories, against the background of a brief history of tattoos as a means of expressing identity. This study contributes to the understanding of the role tattoos play in expressing the identities of communities. The findings indicate that the participants choose tattoos for different reasons than a few decades ago in other parts of the world. It can also be concluded that tattoos are by no means skin-deep communicative signs. Given that the majority of respondents have tattoos, the tattoos cannot be considered the signs of a minority group.
Open Access
Management capacity at the Maluti Technical and Vocational Education and Training College
(University of the Free State, 2014-02) Dunn, Sharmaine L.; Massyn, Liezel
The primary objective of this study was to evaluate the leadership and management capacity at the Maluti Technical and Vocational education and Training College. This study was prompted by the increasing focus on the post-school sector in South Africa, especially the TVET college sector. The South African National Development Plan emphasises that by 2030, South Africa should have access to education and training of the highest quality. The education and training system is envisaged to play a greater role in building an inclusive society that is more responsive to the needs of the economy. The study includes a theoretical literature review that focused on a definition of management capacity, an investigation of different models of management capacity, the factors that may influence management capacity and what the general problems encountered in terms of management capacity are. The empirical studies obtained from the survey indicated a clear disconnect between desired leadership and management capacity versus existing leadership and management capacity. The main findings from the research indicated that staff members are divided as to how they experience the existent management capacity at the Maluti TVET College. The study further indicated that the rate of change required in the sector had a negative impact on management capacity. A final point that emerged from this study is that in general the staff members are not attuned to the vision and mission of the Maluti TVET College. This will also reflect on the extent to which the sectorial vision and mission is actualised, not only by the Maluti TVET College, but also by the sector as a whole.
Open Access
A framework for the development of marketing strategies at Goldfields Casino
(University of the Free State, 2014-06) De Beer, Dennis; Crous, Tienie
The objective of this field study was to investigate the effectiveness of the formulation and implementation of marketing strategy at business and functional level within a given organisation. The work was prompted by a need to assess and address the framework for developing marketing strategy at different tiers of decision making at different levels within one organisation consisting of multiple brands. The investigation further sought to determine whether formulated strategy can influence business more than current environmental challenges. The work took cognisance of the organisational structure, the line of business, the business and marketing strategies deployed at different levels within the group, and the specific macro environmental factors within which the industry operates. The qualitative method employed relied on structured interviews, the content of which was utilised to obtain information and analyse the current practice within the organisation against the academic theory. The overarching findings confirmed the interrelatedness and interdependence of strategy throughout all levels within an organisation. The findings supported the importance of marketing strategy as a major function of overall business strategy. Furthermore, the function linked the business with its environment. With regard to the specific case study, the findings also suggest that: - there might be uncertainty and different interpretations within organisations at different levels with regard to responsibilities in the strategy processes; - there might be a shortfall in information and expertise required to formulate marketing strategy; and - there might be a partial breakdown in communication between different levels within the organisation’s hierarchy which hamper the implementation of strategy and which, in turn, makes the chosen strategies less effective.
Open Access
A support framework for the survivalist entrepreneurs - Free State Province case study
(University of the Free State, 2014-07) Ranyane, Kgantsho, Adeline; Van Zyl, Johan
South Africa is faced with a challenge when it comes to the creation of jobs and the development of sustainable small businesses. The challenge is aggravated by the declining overall socio-economic profile and economic activities, which result in increasing unemployment rates. In an attempt to escape from these socio-economic conditions and/or to reduce their severity, individuals opt to start informal businesses which can be in the form of survivalist enterprises, that become a buffer, providing families with an alternative source of income. Survivalist entrepreneurs are forced into business for survival due to an inability to find a job and increasing poverty levels, while operating in the informal sector of the economy. In theory, the South African government does recognise the existence of survivalist entrepreneurs, who are categorised as part of the micro-entrepreneurs amongst the small, medium and micro-enterprises (SMMEs). However, in practice, there is no evidence of the theoretical support being given. The study was a qualitative and quantitative, exploratory multiple case study. The case study was conducted as a first phase, with 100 participants. The second phase of the study entailed a review of secondary documentation (policies and procedures) provided by finance development institutions (FDIs). The third phase of the study entailed interviews with the FDIs. The study unpacked obstacles experienced by the survivalist entrepreneurs and further investigated the means of assisting them to become viable in their business activities. A conceptual framework on the existence of the survivalist entrepreneur was formulated using both theoretical and empirical results from the study. Changing global economic conditions were the underlying causes which lead to factors that directly or indirectly lead to the development of survivalist enterprises. These included a shrinking formal economy, increasing poverty rates, which directly increased dependency on the government for support. Government policies have also contributed in pushing people into survivalist entrepreneurship. These factors are referred to as the immediate causes that pushed individuals into survivalist entrepreneurship. The study indicated the common motivational factors amongst survivalist entrepreneurs to be avoidance of poverty and unemployment. The need for independence and recognition of an vi opportunity were categorised as pull factors. Regulations and laws by the South African government was a common obstacle that inhibited the growth of the survivalist businesses into an opportunity-driven business. Lack of finance and inadequate training were also mentioned as obstacles that inhibited the evolvement of the survivalist businesses which participated in the study. However, lack of recognition and lack of support by the South African government were found to be of greater concern to survivalist entrepreneurs. The study also highlighted similarities and contrasts between literature and empirical findings in relation to the survivalist entrepreneurs, thus suggesting the evolvement of characteristics with the passing of time. In conclusion, a support framework to assist the survivalist entrepreneurs to become viable in their business activities by becoming opportunity-driven was created.
Open Access
Marketing of a legal firm in Bloemfontein
(University of the Free State, 2014-09) Otto, J. P.; Van Zyl, J. H.
During the theoretical research regarding the importance of marketing practices for legal firms, it was concluded that marketing has become an essential part of all businesses including legal firms. It was found that marketing is an important aspect due to its contribution to the reputation and product awareness of the firm and also its contribution to the competitive sustainability of the firm within the legal market. It was also concluded that for marketing of a legal firm to be effective, it must be based on a strategic marketing plan. The theoretical research undertaken regarding restrictions and limitations on marketing practices of legal firms reveal that certain legal as well as moral restrictions need to be taken into account when contemplating marketing of a legal firm. Yet, it was found that moral restrictions have far less influence on marketing practices than in the past and that legal restrictions represent the main factor to take into account. The theory indicates that the most effective marketing tools to utilise with reference to the marketing of a legal firm are the same tools that than any other business could utilise during marketing. Internet marketing, word-of-mouth, article marketing and social media are all tools that can be utilised. The main difference when utilising the marketing tools is the restrictions that is placed on the content, which may be incorporated within the marketing tool utilised. The findings during the field research undertaken indicate that most legal firms in Bloemfontein are also of the opinion that marketing of their firm is of the utmost importance to achieve competitive sustainability within the Bloemfontein legal market. Although most are of the opinion that marketing is an important factor in 54 achieving competitive sustainability, only a small number of the firms utilise a strategic marketing plan and most firms do not make use of a specialist for marketing purposes. The findings indicate that most firms in Bloemfontein are aware of legal as well as moral restrictions with regards to marketing of legal firms. The findings indicate that although legal firms in Bloemfontein are aware of the movement to utilise modern marketing tools, traditional marketing tools that include direct marketing and word-of-mouth are still utilised by the majority of legal firms in Bloemfontein.
Open Access
Analysing the effectiveness of the reward strategy of the Department of Justice in the Northern Cape in motivating its employees: a case study
(University of the Free State, 2014-10) De Klerk, Ronel; Huysamen, C. A.
Chapter 6 highlighted the problem areas identified in the findings of the study, and those were verified against the literature review which was discussed in Chapter 2. Each of the different sub-problems as identified in Chapter 1 was addressed and recommendations were made on how each of the sub-problems might be solved. The first sub-problem concentrated on determining whether the monetary reward strategy of performance bonuses leads to employee motivation. The second subproblem was focused on determining whether the monetary reward strategy of notch increments leads to employee motivation in the Department. The third sub-problem involved the different facets of a total reward strategy, and was aimed at determining which of these facets are important in motivating employees. The facets concerned are: Recognition; communication; the work environment; training, and career development. The aim of the research was to determine which of the above-mentioned reward strategies were regarded as important motivating factors to the employees of the Department of Justice in the Northern Cape. The „components of total reward‟ model of Shields (2012), as illustrated in Chapter 1, was used as a guide in the research. Conclusions drawn from the data provided in Chapter 5 were summarised, and based on these conclusions and the theory discussed in Chapter 2, recommendations were made with a view to improve and reinforce the performance and reward management processes in place in the Department. 140 The value of the study is that it has contributed to research-based studies on the effectiveness of performance and reward management practices aimed at motivating employees. The research was successful in building theory on the implementation of individual reward strategies that will address the individual needs of employees, as people have different needs and aspirations. It is hoped that the outcome of this study will make a contribution to performance management policies by providing guidelines for the implementation of a total reward management system based on Shields‟ components of a total reward model.
Open Access
Burnout of clinical personnel at Dr J S Moroka District Hospital
(University of the Free State, 2014-10) Wu, Chun-Hsien; Massyn, Liezel
Over the years the public hospitals had undergone service transformation and were consequently faced with multiple challenges such as the rapid expansion of primary healthcare services and an epidemically demanding profile of patients. The clinical personnel at Dr J S Moroka District Hospital had been subjected to enormous pressure to deliver healthcare services. No formal study had been done to assess the problem of declining personnel motivation and increase in personnel absenteeism which resulted in work overload and the impact of burnout on the clinical personnel, which had been the focus of this field study. The primary objectives was to determine the level of burnout on clinical personnel and assess the relationship between burnout, work stress and job satisfaction at Dr J S Moroka District Hospital. The study targeted the clinical personnel who worked in the clinical department during the survey period. A quantitative method was used where the respondents participated by filling out a self-administered questionnaire that included an assessment of burnout, job satisfaction and demographic details. The response rate was 83.72%, with females making up the majority of the respondents. The clinical personnel experienced a medium level of burnout and were exposed to a moderate level of work-related stress. Among the different departments, personnel at the MDR TB ward were more prevalent to burnout, while at the casualty department, the personnel had the highest vii prevalence of work stress. Females with a longer service record were proven to experience a higher level of burnout. Despite the medium level burnout, the majority of the clinical personnel were somewhat satisfied with their job and 28.99% said they will definitely refer a friend for a job at the hospital. Staff motivation was very low, with 34.78% indicated that they were not at all motivated. This study has illustrated the prevalence of burnout and significant concern on staff engagement at DR J S Moroka district hospital as it proven to exist among the study population. Substantial evident discussed above has proven the importance of employee assistance programs and the need to improve staff engagement so to achieve future sustainability and benefits for the organisation and its staff.
Open Access
The effect of current activity-based costing (ABC) implementation in Eskom’s finance field
(University of the Free State, 2014-10) Torres, Rene; Alsemgeest, L.
English: The main objective of this research study was to identify the factors that have a direct influence on the successful implementation of activity-based Costing (ABC) within the Eskom finance division. The secondary objectives are: • to determine whether ABC will be successfully implemented; • to determine the benefits of ABC; and • to determine the effect of external factors on the successful implementation of ABC. Aim: To achieve the above stated objectives, questionnaires and focus group interviews were performed within Eskom. Method: The selected employees were asked to respond to the questionnaire on their experience and their perceptions on the current implementation of ABC within Eskom Distribution Free State Grid. Findings: The findings indicated that there was not sufficient guidance from top management with regards to the implementation of ABC within Eskom Distribution Free State Grid. Conclusion: More clear and concise top-down communication as well as intense user specific training manuals, current system enhancements and more clear inter and intra communication between departments are necessary.
Open Access
A repositioning model of the National Women’s Memorial and Anglo-Boer War Museum of the Boer Republics
(University of the Free State, 2014-11) Adendorff, Willem Theron; van Zyl, Johan
Abstract not available
Open Access
Factors affecting turnover of nurses in rural clinics of Lesotho
(University of the Free State, 2014-11) Matamane, Sekhametsi; Massyn, Liezel
The primary objective of the study was to establish the factors affecting turnover of nurses at the nine rural clinics in Lesotho that are managed by the Lesotho Flying Doctors Services. The turnover of nurses at the nine rural clinics of Lesotho has contributed to challenges faced by the health care system of the country. This is exacerbated by the high prevalence of HIV and AIDS that has led to a heavier burden on nurses to provide anti-retroviral treatment and primary health care. The widespread poverty dominant in the rural areas affected a large number of Basotho to use public health care as opposed to private health care. In addition, low remuneration and hardship allowances paid to nurses in the rural areas may drive them to look for better paying jobs. Challenges faced by the health college are aggravating the situation. Using the qualitative research method, the study concluded that demographic factors have varying effects on the turnover of nurses. However, their influence is less significant in comparison with general factors and economic factors. Among other factors identified in the three themes, the participants were dissatisfied with accommodation, which was very poor despite the recent refurbishment and construction of the clinics. It appears from the findings that non-financial factors were more significant than the financial ones, and many participants were concerned about a number of them. The most significant non-financial factors, for example, include the issue of accommodation, communication, and infrastructure, which in turn affect access to the remote clinics negatively. Economic factors had a significant effect on the turnover of nurses, and the main challenges were caused by budgetary constraints. The turnover of nurses, particularly with regard to those working in the rural areas, can affect the quality of services in the nursing profession negatively. A number of factors, consequences, and challenges may also hamper nurses‟ work at the remote clinics. Management at the Ministry of Health should implement a number of strategies that will assist in reducing the level of turnover of nurses and enhance health care services at the rural clinics.
Open Access
Client satisfaction in the Department of Rural Development and Land Reform in South Africa
(University of the Free State, 2014-11) Johannes, Petrus; Van Zyl, Helena
It is generally believed that the impact of interior client satisfaction can generate comparative advantages for institutional performance. The primary objective of this survey is to investigate the client satisfaction levels of the workforce of the Department of Rural Development and Land Reform (DRDLR) in South Africa (SA). It is impelled by the continuous complaining of the workforce who comes in direct contact with the exterior clients. Complaints revolve around the correct inputs to their disposal in order for them to respond to concerns of exterior clients. In this survey a quantitative research approach in the form of a sample survey was used in order to document outcomes based on the respondents‟ responses during the survey. Data was collected from 1 080 employees from the DRDLR in SA through a structured electronic questionnaire. The results were replicated to ensure that the results are constant while the researcher was perceived as being exterior to the research, regardless of his identity. The extent and acknowledgement of interior client satisfaction in the DRDLR is satisfactory (66.6 %), which revolves around the operations of the Department in terms of the provision of services to interior clients (employees). Although a 66.6 % satisfaction level was achieved, a narrative on additional comments made by the respondents showed that there are challenges with regards to flow of communication, recruitment and labour relation issues and performance appraisals approaches in the Department. Even if the results were satisfactory, to enhance the interior institutional assistance to the workforce requires continuous research to improve the efficiency of work. In addition and even more significantly, advanced satisfaction levels among exterior as well as interior clients are vital for employee productivity, turnover rate and the Department‟s ability to attract talent.
Open Access
The methods employed by construction professionals in analysing delay claims under the JBCC's principal building agreement
(University of the Free State, 2014-11) Le Roux, Jacobus Cornelius; Van Wyk, Jacques
Resolving extension of time claims amicably and expeditiously seems an elusive concept for parties involved on construction projects. In the absence of generally accepted standards of practice and techniques for evaluating the extension of time claims in the construction industry, the methods of evaluation currently used by principal agents lead to disputes that tend to result in litigation and arbitration. The aim of this research study was to determine the manner in which practitioners from a portion of the construction industry in South Africa perform the analysis of extension of time claims within the JBCC standard form of contract. As there are currently no standards of practice regarding delay analysis or schedules in South Africa, some international standards were expanded upon in order to establish local norms in comparison to international standards. Within the contexts of the aims of the research, the researcher selected a mixed-method approach by utilising both qualitative and quantitative methods to investigate the current methods and delay analysis techniques employed by professionals in the construction industry in South Africa. The researcher used a purposive sampling method with the aim of targeting construction professionals who could specifically contribute towards the objectives of the study. Data collection was performed by analysing the literature and utilising semi-structured interviews. The semi-structured interviews were selected because of the perceived amplification of objectivity when obtaining responses. A pilot study was also conducted with an esteemed academic and experienced JBCC professional, which assisted in significantly refining the questions that constituted the semi-structured interview. The findings of the research were that in this absence of a standard form of analysis, professionals in a portion of the South African construction industry have no knowledge of any formal analysis techniques when evaluating claims. Moreover, the research demonstrated that the absence of this standard, results in a portion of the industry applying different methods to the same extension of time claim, thereby creating inconsistent results for both contractors and employers to follow. Although the iii research indicated a lack of knowledge of any of the formal delay analysis techniques, it was discovered that principal agents unknowingly use either the As Planned Impacted or the As Planned But For technique when they evaluate claims. The latter of which were the preferred technique. The significance of the data within the context of the problem statement is that the two techniques, namely As Planned Impacted and the As Planned But For technique differ quite substantially in terms of the risk, additional cost and penalties they infer upon both parties to the building contract and the research confirms that there is a definite need for an objective standard in terms of delay claim adjudications.
Open Access
The market demand of Chechil cheese in Bloemfontein
(University of the Free State, 2014-11) Lambrechts, Hendrik Adam Albertyn; Vermeulen, Werner
Innovation is the only undisputed catalyst for growth and wealth creation over the long term. However, launching a new product entails significant risk for established as well as new businesses. In order to minimise some of these risks, demand forecasts are necessary to construct the commercial elements of the business (or product line), create revenue models, predict profits and cash flows, judge feasibility, define suitable pricing structures and levels, and quantify financing requirements. This study determined demand for Chechil cheese as a new product in Bloemfontein in order to guide future decisions during the new product development and launch process. Demand was measured according to three criteria. First, respondents were asked to what degree they liked or disliked the product on a five point scale. Second, respondents' reactions are substantiated by determining whether they would recommend the product to a friend, colleague or relative. Last, price sensitivity was measured by determining each respondent’s likelihood to purchase 100g of the product at R30, R45 and R60. It was found that the overwhelming majority of respondents indicated that they liked the product and that they would recommend it to a friend, colleague or relative. Respondents indicated inelastic demand between the R30 and R45 price points and elastic demand between R45 and R60. Findings from this study could be used in conjunction with further internal analysis of the business' supply curve in order to establish the optimal price point to launch the new product.
Open Access
The impact of poor data quality on the successful implementation of a customer-relationship management system in the banking environment: an application to a major South-African bank
(University of the Free State, 2014-11) Jafta, Zanele; Coetzee, Johan
Data quality is critical in business decisions, especially in formulating marketing, customer-relationship and sales strategies. Consistency and the quality of customer data are critical pillars for any business that is looking at introducing a client relationship management (CRM) system. For any successful CRM implementation, it is very important to have a single, integrated view of the customer even though the source data might come from different databases. This study explores the impact of poor data quality on the successful implementation of the customer-relationship management (CRM) system in one of the major banks in South Africa. The study will also determine data improvement and data-management frameworks in CRM systems.
Open Access
Organisational cultural change at WorleyParsons engineers in Bloemfontein
(University of the Free State, 2014-11) De Necker, Christiaan Jacobus; Massyn, Liezel
The primary objective of this research was to investigate the success and/or failure of the organisational culture change at WorleyParsons Engineers in Bloemfontein after the merger with KV3. The problem at WorleyParsons is that the new global entity had its unique world-class systems and procedures and culture, best suited for mega-projects. These systems and procedures are not always compatible with the local conditions of focussing on small infrastructure projects. The lack of the KV3 personnel to adapt to the new organisational culture and the inability of the international company to accommodate the local culture, have resulted in resistance to change. The effect of this is that the KV3 personnel are misaligned in terms of the systems, procedures and culture of WorleyParsons. The study employed a quantitative method design with a survey research strategy using questionnaires with a 4-point Likert scale. Due to the size of the population a few open questions were included. The research findings on the merger indicated that the merger process was not very well communicated to the employees and that they were not really afforded the opportunity to comment and ask questions, thus there was uncertainty among employees. The majority of respondents did not have a sense of belonging indicating that the change management was not very well communicated to the employees and a change vision was not introduced. It was also established that the majority of respondents did not agree that loyalty and trust runs high in the organisation and they did not think that formal rules and policies held the firm together. These findings demonstrate the importance of a well organised change management strategy to engage the employees and get their buy-in to realise the benefits of the newly formed organisation. Communication is the key for any change to be successful to the benefit of employees as well as the organisation.
Open Access
The efficient management of a call centre
(University of the Free State, 2014-11) Fieberg, Mariska; Van Wyk, Jacques
The purpose of this study is to determine whether the focus call centre is managed efficiently. Certain core competencies that are necessary for call centre agents to effectively do their job is also considered. The study also considers the reason for staff turnover, how it can be reduced and how it affects management decisions. Thirty five questionnaires were submitted to the call centre personnel for completion. The questionnaires were used to determine the attitudes and feelings of personnel on the efficiency of the call centre and whether they are of the opinion that core competencies are vital for call centre agents. Their opinion on the reasons for staff turnover was also requested. It was found that the focus call centre was indeed managed efficient but there was some room for improvement with regard to certain management aspects.