Dissertations / Theses on the topic 'Financial services industry – Ethiopia – Management'

Mobile phone service is increasing among low income populations; however, with over 1 billion mobile service users worldwide, many people still lack banking services. Banks do not reach out to the poor because of the high operational costs involved. Scholars and industry practitioners have indicated that mobile phones could be an alternative channel for delivering financial services to the less advantaged and unbanked, without requiring a traditional bank with a branch network. The purpose of this bounded case study was to explore the strategies bank managers used to implement the new mobile banking service to the Ethiopian community. The new product development theory served as the conceptual framework for this study. Twenty experienced bank managers were interviewed from the leading private bank in Ethiopia. Data were segmented and categorized. After member checking and triangulation, data were sorted into 4 themes: development, testing, commercialization of new products or services, and an organizational commitment to adopt new technologies and innovative processes. The findings may contribute to the body of knowledge regarding strategies bank managers can use for implementing and introducing new products in order to contribute to the prosperity of individuals, businesses, and communities.

Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management, 2004.
Includes bibliographical references (leaves 96-98).
Over the last few decades, we have seen an enormous evolution in the financial services industry driven by technology innovations. Indeed, we cannot imagine the current financial system without electronic fund transfers, ATMs, and Internet banking among many other innovative implementations. In fact, the financial services industry is the largest market to IT suppliers which makes the financial providers the preferred partners in many technological innovations such as mobile technologies, security devices and customer relationship management (CRM) tools. Although the importance of technology innovation is clear in transforming the financial services industry, we do not often find organizations getting sustainable competitive advantage though technology innovation. In fact, in most cases, financial providers have just been focused on being as good as the competition in terms of technology innovation, neglecting any sophisticated technology strategy that could enable them to primarily capture the value created by internal innovative ideas. The goal of this research is to evaluate the stage of technology innovation in the financial services industry, its strategic relevance to the organizations, and its governance models. Based on the information gathered through reviewing relevant literature and interviewing people involved with technology and financial services, our work will propose some technology strategies that could improve the effectiveness of innovation to different types of financial providers.
by Gustavo J.C. Roxo da Fonseca.
M.B.A.

This mixed methods study was to examine coaches who provided coaching for leaders to improve employee career development, defined as the individual's involvement and satisfaction with the organization in achieving his or her goals (Harter, Schmidt, & Haynes, 2002). The purpose is to determine if these coaches are able to be evaluated through assessments to determine who is more effective in coaching leaders in the financial services industry, and to determine the overall effectiveness in working with leaders to determine a non-traditional return on investment that an organization can use to measure coaching. One way to measure a coaching outcome is by goal achievement (Spence, 2007). The individual will be able to determine if measureable progress is being made toward goal achievement, which allows for earlier assessment of whether or not coaching is successful. This study was implemented to find out earlier if the coaching is working and to develop a more systemic way to assist high potential executives rather than leaving it up to each individual coach. The research creates a survey instrument and pilots its use in a financial services organization to evaluate the effectiveness of the questionnaire set created to conduct this study.

Thesis (MBA)--Stellenbosch University, 1999.
ENGLISH ABSTRACT: Neural networks are computer systems that attempt to mimic the operation of the human brain. In contrast to traditional systems these systems can learn and will change their behaviour over time. In the highly competitive business environment of today, neural networks is one of many technologies that can assist organisations in gaining a competitive advantage. Neural networks also find application in the financial services industry. Applications range from corporate distress or failure models to forecasting of stock prices and many others. Generally speaking, neural networks often offer an exciting alternative to traditional methods of forecasting and classification in this industry. Neural networks must be implemented with care and judgement, as their performance is sensitive with respect to their construction and architecture. Neural networks, as with other technologies, rarely operate in isolation. Neural networks can be integrated with expert systems, genetic algorithms, data mining and even traditional statistical and operational research techniques. Integration produces systems in which the whole is greater than the sum of the parts. Neural networks are also researched and applied in the South African financial services industry, both at an academic and commercial level. Indications are that South Africa is not far behind the international community in exploring the benefits of neural networks.
AFRIKAANSE OPSOMMING: Neurale netwerke is rekenaarstelsels wat poog om die werking van die menslike brein na te boots. In kontras met tradisionele stelsels, leer neurale netwerke en verander dus hul gedrag met verloop van tyd. In vandag se hoogs kompeterende besigheids omgewing, is neural netwerke een van vele tegnologieë wat organisasies kan gebruik om ‘n mededingende voordeel te bekom. Neurale netwerke het ook toepassing in die finansiële dienste industrie. Toepassings wissel van korporatiewe mislukkings modelle tot die vooruitskatting van aandele pryse en vele ander. Neurale netwerke bied ‘n opwindende alternatief tot tradisionele modelle vir vooruitskatting en klassifikasie. Toepassings van neurale netwerke moet egter met oorleg plaasvind, aangesien hul prestasie sterk afhanklik is van hul konstruksie en argitektuur. Soos met ander tegnologie, word neurale netwerke selde in isolasie geïmplementeer. Neurale netwerke kan met sukses geïntegreer word met ekspert stelsels, genetiese algoritmes, data ontginnings metodes sowel as tradisionele statistiese of operasionele navorsings metodes. Integrasie bied stelsels wat meer bied as die som van die onafhanklike komponente. Neurale netwerke word ook in die Suid-Afrikaanse finansiële industrie nagevors en toegepas. Alle indikasies dui daarop dat, met betrekking tot die navorsing van voordele van neurale netwerke, Suid Afrika nie ver agter die internasionale gemeenskap is nie.

This study views broadly the concept of competitive advantage by exploring it from different angles. Approaches on competitive advantage are made from management, marketing and service quality literature. By exploring the subject widely, this study adds insight to competitive advantage literature and shows the competitive area among financial institutions, including banks and insurance companies. Thus, the purpose of this study is to discover the factors in finance organizations’ services, which affects positively on customers by creating customer loyalty. The study is implemented as a qualitative multi-case study so empirical material is gathered and analyzed for this purpose. The empirical material consists from fifty semi-structured interviews, where the interviewees have been selected to meet the criteria of this study. The empirical research was constructed to explore three aspects, firstly to solve the key factors that effect on customers’ satisfaction and loyalty within financial industry. Secondly, to achieve information of behavior elements with their vendors, and thirdly, to determine the factors, which are linked to customer defection. All these aspects were analyzed as the model for competitive advantage was created. Positive perceived quality on core services, such as price, billing, and Internet bank account are the foundation of the relationship between a customer and a bank or insurance company. Still, customer loyalty cannot be built around core services because they only produce averagely satisfied customers. The key factors that create competitive advantage through customer’s loyalty are personalization, communication, experience, company’s reputation and positive experiences from service employees. All these factors were linked to trust, which played a central role with loyalty. Conclusions indicate that the positive factors for customer loyalty are strongly related with the positive experiences that the customers had with companies’ employees, since majority of the cases were linked to experiences from employees, thus the loyalty was depended on employees, not core services. The competitive benefit of customer loyalty came through in four areas: in positive word-of-mouth, in choosing behavior, in duration of relationships and in centralizing behavior. The new findings suggest that personalization of bank and insurance services is the top factor for loyalty and that they should actively reach out to their customers. As for insurance companies, insurance policy claims appear to act like a complaint management experience, and a competitive strategy can be built around health insurances. The results also point out that customer become more price-sensitive as their service costs go up, thus customers with low costs are more loyal than customers with high costs. Based on the findings of this study it can be said that managers are misguided when trying to enhance competitive advantage by concentrating on IT-solutions. The study shows that business in finance sector is very people-centric, where the relationships are formed between persons. Companies should discover new ways to please and impact their customers’ emotions because that is the area, which gives back the lost bargaining power by raising their switching costs. There is also no room for service errors for it is the main reason why companies are losing customers, followed by core product failure and loss of trust.

Includes bibliographic records.
The Southern Life Association Limited, a South African Insurance company, is at the edge of a major transformation. At the beginning of the first research cycle undertaken for this thesis, the company was preparing itself for significant internal changes. At the end of the cycle the company has been sold and is preparing itself to merge with another company to form a Financial Services Industry giant. At both the start and the end of the research, the company had a vision, which was significantly different from its past. Translating this vision into practical actions that drive the company into the future is critical. When significant changes are required, a vital window period exists that allows companies to effectively, efficiently manage and implement change. Should the period, or opportunity, be missed, companies could find themselves lagging behind their competitors, ineffective and having to plough additional resources into ensuring that they catch up. This window period, if effectively managed, can give the company the opportunity to project itself forward and gain a competitive edge. The management at Southern Life had realised the need to change the company. They also knew that the Board of Directors required an improved return on investment. An eighteen-month period was set aside to design and implement the necessary changes. This thesis attempts to look at what management can do to best utilise this window period to the company's best advantage. In order to intervene effectively an Inquiry Framework, or Philosophical Framework of Inquiry as it is referred to, was utilised. This Inquiry Framework is based on the theories and principles of Action and Applied Research, Epistemology, Pragmatism, the Scientific Method and Systems Thinking. When applied rigorously the framework leads one down a path of understanding the situation, raising concerns, developing the hypothesis or question, and providing and evaluating an answer. The research and inquiry process acts like a funnel, allowing the researcher to start broadly and generally and with each cycle, narrowing down to the specific. It aims to facilitate management problem intervention, change and learning in an operational environment. For practical purposes, the thesis focuses on the operational area of the Employee Benefits Division of the company. It reviews the history of the Division in the belief that historical decisions made have led to the current situation. This being a situation of unprofitability, complexity and a multitude of problems.

As the need for cost-efficient, talented teams continues to grow, leaders often consider the use of globally dispersed teams, also defined as virtual teams. Despite the apparent benefits, the unique needs of virtual team members are often overlooked in general leadership, change management, and retention discussions. Leaders need to understand contributing factors to the attrition of virtual workers. The foundation for this research included theories of employee retention and change management. The research question for this qualitative phenomenological study focused on the lived experiences of current or former virtual financial services workers regarding job retention. Participants were chosen using purposeful sampling resulting in the selection of 15 individuals who had worked on a virtual financial services team within the past 3 years. The researcher used open-ended interview questions to report the lived experiences of virtual team members related to attrition, retention, and change. The researcher used the phenomenological descriptive approach for the analysis. A combination of hand coding and coding software revealed recurring themes. Themes from the results of the study included challenges of the virtual environment, leadership improvements, productivity impacts resulting from disengagement of the leader, and improvement of communication strategies. Suggestions for further research include frequency of communication, leadership training, team member selection, and further theory development for virtual leaders. The impact to positive social change occurs when virtual workers are satisfied in their role, thus impacting their ability to provide for their family, engage more frequently in activities within their community, and contribute to the success of the company.

As the need for cost-efficient, talented teams continues to grow, leaders often consider the use of globally dispersed teams, also defined as virtual teams. Despite the apparent benefits, the unique needs of virtual team members are often overlooked in general leadership, change management, and retention discussions. Leaders need to understand contributing factors to the attrition of virtual workers. The foundation for this research included theories of employee retention and change management. The research question for this qualitative phenomenological study focused on the lived experiences of current or former virtual financial services workers regarding job retention. Participants were chosen using purposeful sampling resulting in the selection of 15 individuals who had worked on a virtual financial services team within the past 3 years. The researcher used open-ended interview questions to report the lived experiences of virtual team members related to attrition, retention, and change. The researcher used the phenomenological descriptive approach for the analysis. A combination of hand coding and coding software revealed recurring themes. Themes from the results of the study included challenges of the virtual environment, leadership improvements, productivity impacts resulting from disengagement of the leader, and improvement of communication strategies. Suggestions for further research include frequency of communication, leadership training, team member selection, and further theory development for virtual leaders. The impact to positive social change occurs when virtual workers are satisfied in their role, thus impacting their ability to provide for their family, engage more frequently in activities within their community, and contribute to the success of the company.

Thesis (S.M.M.O.T.)--Massachusetts Institute of Technology, Sloan School of Management, 2003 [first author]; and, (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management, 2003 [second author].
Includes bibliographical references (leaves 124-126).
Customer Relationship Management means great opportunities and great challenges for those who want to pursue a broad implementation. Despite investing millions of dollars in CRM initiatives, many companies are facing the frustration of failure. After considerable efforts, many financial services companies are simply not getting back the return they expected when they initiated CRM projects. We believe that blaming technology, project managers or simply characterizing CRM as "treacherous illusions" is not the answer. We discuss the challenges of implementing CRM under a strategic and managerial approach, focusing on relevant issues and showing that CRM can deliver value to financial services companies. After analyzing some reasons for CRM failures, we provide some recommendations to increase chances of implementation success. Technology plays a secondary role when it comes to finding reasons for CRM failures. Strategic alignment, organizational change and clear understanding of CRM goals seam to play a much important role to guarantee the success of CRM initiatives. The study was based on the experience of the authors, who had considerable experience in the financial services industry and with CRM implementations, on literature reviews and interviews with professors and professionals from the financial services industry.
by Luis Guilherme M.O. Bittencourt and Johann Sellmeister de O. Bueno.
M.B.A.
S.M.M.O.T.

Thesis (MPhil)--Stellenbosch University, 2004.
ENGLISH ABSTRACT: Competition in the long-term insurance industry is intense and is increasing. This market is highly sophisticated and competitive and has developed substantially over the last few years with increasing integration into the world economy. Many companies have come to a crossroad as far as expansion of their market share is concerned. They have to operate in this highly competitive market and are under increasing pressure from legislation. New customers are in a short supply and competition is fierce. These facts are forcing companies to look at alternative ways of increasing their market share, especially through projects that try to maximise the value of existing clients. This paper looks intrinsically at information quality and how it coincides with customer relationship management projects for it to be effective and to give companies a competitive advantage. Through qualitative exploratory methods I was able to get a clear picture of how one of South Africa's biggest insurance companies tries to increase its market share in such a saturated market using information about their customers to gain competitive advantage. I first develop a thorough theoretical background on the terrain of information quality and how it relates to customer information management, which in turn has a great impact and forms the foundation of customer relationship management. Then, I explain how the company sees customer relationship management and how customer information management and information quality playa role in this view. Finally, I look at practical examples of quality information management at work within a framework of customer relationship management.
AFRIKAANSE OPSOMMING: Kompetisie in die langtermyn versekerings-bedryf is intens. Die mark is hoogs gesofistikeerd en kompeterend en het substansieel ontwikkel in die afgelope paar jaar met 'n verhoogde integrasie in die wêreld-mark. Vele maatskappye bevind hulself tans by 'n kruispad- met betrekking tot die uitbreiding van hulle aandeel in die mark. Besigheid moet gedoen word in 'n baie kompeterende mark en dan is daar ook die ewig toenemende druk wat toegepas word met betrekking tot wetlikheid en konformiteit. Dit, tesame met die feit dat kliënte al hoe minder raak, dwing maatskappye om na alternatiewe maniere te kyk om verdienstes op te stoot, en spesifiek deur projekte wat probeer om die waarde van bestaande kliënte te verhoog. Die werkstuk kyk spesifiek na informasie-kwaliteit en hoe dit verband hou met kliënte verhoudingsbestuur projekte om dit effektief te maak. Daar word ook gekyk na hoe dit die maatskappy 'n kompeterende voordeel gee. Deur kwalitatiewe ondersoekende metodes kon ek 'n helder beeld kry van hoe een van Suid Afrika se versekerings-maatskappye probeer om verdienstes te verhoog in so 'n versadigde mark deur gebruik te maak van informasie oor hulle kliente om 'n kompeterende voordeel te verkry. Eerstens ontwikkel ek 'n deeglike teoretiese agtergrond oor die gebied van informasie kwaliteit, en hoe dit verband hou met kliënte informasie-bestuur, wat op sy beurt weer 'n groot impak het en die grondslag vorm van kliënte verhoudingsbestuur. Tweedens verduidelik ek hoe die maatskappy kliënte verhoudingsbestuur sien en hoe kliënte informasie bestuur en informasie-kwaliteit 'n rol speel in die siening. Laastens kyk ek na praktiese voorbeelde van kwaliteit informasie-bestuur en die impak wat dit het op kliënte verhoudingsbestuur.

This thesis seeks to examine the marketing practices, strategies and organisational characteristics of companies in the UK retail financial services industry. The research utilises both quantitative and qualitative methods, seeking to determine what, if any, differences in approach exist between companies of different types or with different levels of performance. Three methods are used to evaluate performance; self assessment, peer assessment and expert assessment. Data was gathered using a semi-structured questionnaire as the basis for interviews with managers. Quantitative analysis utilised contingency table analysis and discriminant analysis to test for differences between different groups of companies. Account was taken of problems due to small sample size. The Delphi technique, a form of anonymous polling of experts over several rounds with feedback between rounds, was used to construct the expert assessment based measure of performance. Companies with better performance were found to have a different strategy from those with poor performance. Better performing companies were found to have products better at meeting customer needs than those of competitors, and to charge more for them. Better performing companies were found to be faster at new product development and to show a balance in their strategy between finance and market performance based factors. Companies of different types were also found to differ in their marketing approaches. A high level of consistency was found between the various measures of performance used. The measures were highly correlated and the sets of variables found to be related to performance level measured by different means had considerable overlap.

Thesis (MDF (Business Management))--University of Stellenbosch, 2009.
AFRIKAANSE OPSOMMING: Die langtermynversekeringsindustrie het voorheen slegs finansiële produkte en dienste ontwerp, wat gefokus was op die middel tot hoër inkomstegroepe. Die armes was dus uitgesluit, primêr as gevolg van die laer inkomstegroepe wat nie lewensversekeringsprodukte kon bekostig nie. Inteendeel, arm huishoudings is, en was, meer kwesbaar vanweë die feit dat hulle geredelik blootgestel word aan meer diverse risiko’s – mensgemaakte, sowel as natuurlike risiko’s - terwyl hulle juis diegene is wat minder middele het om dit bestuur. Hierdie toedrag van sake het egter drasties verander gedurende die afgelope paar jaar. Die onderskeie partye, insluitend verteenwoordigers van die langtermynversekeringsindustrie, het konsensus bereik ten opsigte van die ontwikkeling van die Finansiële Sektor Handves wat in ooreenstemming is met die nasionale swart ekonomiese bemagtigingstrategie. Die oogmerk van die Finansiële Sektor Handves was nie net om mense in die laer inkomstegroepe te bemagtig nie. Dit het ook ten doel om finansiële insluiting te verseker, en mettertyd, die aktiewe deelname van die armes in die hoofstroom van die Suid-Afrikaanse ekonomie. ’n Stel toegangstandaarde was gevolglik ontwikkel en geïmplementeer, wat die langtermynversekerings-produkaanbiedinge aan LSM 1-5 reguleer (met ander woorde vir die doeleindes van hierdie verslag, huishoudings wat minder as R3 000 per maand verdien). Die doel van die standaarde wat ontleed word in hierdie verslag, is om te verseker dat die langtermynversekeringsindustrie geskikte produkte ontwerp wat die minimum standaarde soos beskryf in die Finansiële Sektor Handves, nakom. In beginsel word die toepaslikheid en geskiktheid van die toegangstandaarde in hierdie verslag geëvalueer, met die oogmerk om te bepaal wat die standaarde inhou vir beide die verbruiker asook die lewensversekeraar van ’n verslaggewingsperspektief. Die eerste deel van die toegangstandaarde wat goedgekeur is deur die Finansiële Sektor Handves in 2007, het slegs begrafnisdekking ingesluit, terwyl die tweede deel gefokus het op nie-begafnisprodukte en sedert 2008 geïmplementeer is. Laasgenoemde het die volgende dekking ingesluit: lewensversekering, dekking vir fisiese ongeskiktheid, kredietlewensversekering en gewone lewensversekering. Die toegangstandaarde wat van toepassing is op verbandlenings is egter nog nie gefinaliseer nie en is gevolglik nie ingesluit in hierdie verslag nie. ’n Fundamentele vraag ten opsigte van die daarstelling van toegangsprodukte vir die laer inkomstegroepe, is wat die rol is van die publiek vergeleke met die privaatsektor en dié van die regering. Terwyl die regering optree as die wetgewer, moet dit ook daarteen waak om nie te veel van ’n rigiede proses vir die privaatsektor daar te stel nie. Die wetgewer moet die relevante reëls en regulasies stipuleer en sekerheid verskaf ten opsigte van die inhoud daarvan. Terselfdetyd moet die wetgewer ook die privaatsektor asook `n klimaat van innovasie ondersteun, sowel as die daarstelling van ’n stabiele regulerende atmosfeer. Behalwe die ontwikkeling van geskikte, bekostigbare en minder komplekse produkte, berus die verantwoordelikheid op die privaatsektor om vertroue te skep in die langtermynversekerings-industrie asook om die noodsaaklikheid van risiko-dekking te propageer. Versekeraars het verder nodig om die laer inkomstegroepe as ’n winsgewende segment te beskou, terwyl die armes versekering as ’n noodsaaklike vereiste moet beskou. Hoe meer vertroue geskep word deur die versekeringsindustrie, hoe minder sal mense in die laer inkomstegroepe hul geld belê in die informele sektor wat gekenmerk word deur die afwesigheid van regulering, minder sekuriteit en hoër risikos. Dit is verder noodsaaklik vir die sukses van die verskaffing van toegang tot finansiële produkte, om in gedagte te hou watter impak dit op die verbuiker sal hê. Met betrekking tot die produkte wat ontwikkel en bemark word deur die lewensversekeringsindustrie: spreek dit werklik die behoeftes van die laer inkomstegroepe aan en dra dit positief by tot transformasie? Die privaatsektor is as gevolg daarvan grotendeels afhanklik van marknavorsing en analises oor verbuikerstendense gemeet oor tyd. Die impak wat finansiële produkaanbiedinge het op die laer inkomstegroepe, kan gevolglik nie onafhanklik beskou word nie want die behoeftes, verwagtinge en profiel van die onderste deel van die piramide sal met verloop van tyd verander. Mededinging dra as sulks ook positief by tot die daarstelling van toegang tot finansiële produkte en dienste. Dit dwing die privaatsektor (die lewensversekeringsmaatskappye) om vorendag te kom met innoverende wyses om effektiewe toegangsprodukte en dienste te kan lewer aan die armes. Die bring mee dat die verbruiker waarde vir geld kry wanneer finansiële produkte en dienste aangekoop word van lewensversekeraars. Met verwysing na die toepaslikheid van die langtermynversekeringsindustrie se toegangstandaarde en of dit die behoeftes van die armes bevredig: die lewensversekeringsindustrie het inderdaad baie bereik gedurende die afgelope paar jaar, deurdat konstruktiewe geleenthede geskep is vir die laer inkomstemark. Gegewe die minimum-vereistes soos uiteengesit in die Finansiële Sektor Handves, kan die armes nou ook langtermynversekeringsprodukte bekom wat uitdagings soos fisiese beskikbaarheid, toegang tot transaksies, bekostigbaarheid, diskriminasie en kompleksitiet aanspreek. Dit is daarom noodsaaklik vir die doeleindes van effektiewe finansiële insluiting, om vir verbruikersopleiding ook voorsiening te kan maak. Finansiële geletterdheid sal in beginsel die laer inkomstegroepe in staat stel om hulself te kan bemagtig en terselfdertyd die teikengroep in staat stel om meer ingeligte besluite te kan neem ten opsigte van hul finansies. Laasgenoemde kan egter nie in isolasie geskied nie. Finansiële geletterheid en dus verbruikersopleiding, is minstens net so belangrik. Dit is juis daarom dat, bo en behalwe die regering wat die rol as wetgewer vertolk deur die toepassing van die reg, al die betrokke partye veronderstel is om ’n gemeenskaplike oogmerk te hê. Met ander woorde, dit verwys direk na transformasie en die doelwit om mense in die laer inkomstegroepe te bemagtig – nie net om finansiële insluiting te bewerkstelling nie, maar van meer belang, om te verseker dat die armes oor die vermoë beskik om meer ingeligte besluite te kan neem oor hul finansies. Hierdie aspek sal veral bydra tot effektiewe toegang tot finansële dienste in die ware sin van die woord - as die armes ’toegelaat’ word om meer aktief deel te kan vorm van die hoofstroom van die land se ekonomie.
ENGLISH ABSTRACT: Previously, the long-term insurance industry only developed financial products and services that were mainly targeted at the middle to high income groups. The poor have thus been excluded, primarily due to them not being able to afford financial products and services offered by life insurers. However, poor households are, and have been, more vulnerable because they are often exposed to more diverse risks, both ‘man- made’ and natural, whilst having fewer instruments to manage them. This state of affairs has drastically changed during the past couple of years. The respective stakeholders, including representatives from the long-term insurance industry, reached consensus with regards to the development of the Financial Sector Charter which is aligned to the national black economic empowerment strategy. The objective of the Financial Sector Charter is not only to empower people in the lower income groups. It also aims to ensure financial inclusion and, eventually, the active participation of the poor in the mainstream of the South African economy. A set of access standards that governs life insurance products and services offered to LSM 1-5 (i.e. for the purposes of this report, households earning less than R3 000 per month), were developed and implemented accordingly. The objective of the access standards, analysed in this report, is to ensure that the long term insurance industry develops appropriate products that meet the minimum standards defined in the Charter. In principle, this report evaluates the feasibility of the access standards with the aim of ascertaining what the standards imply for both the consumer as well as the life insurer from a reporting perspective. The first set of access standards, approved by the Financial Sector Charter in 2007, included funeral products only, whereas the second phase, which focused on nonfuneral products, came into effect in 2008. The latter is applicable to the following financial products: life cover, physical impairment cover and credit life cover. The access products standards relevant to mortgage protection are not yet finalised and have therefore been excluded from this report. A fundamental question in terms of providing access to the low income groups is the role of the public versus private sector delivery as well as that of government. Whilst government acts as the lawmaker, it also needs to be sensitive towards not creating too much ‘red tape’ for the private sector to comply with. The regulator should therefore stipulate and clarify the relevant rules and regulations, but at the same time support the private sector and encourage a climate of innovation as well as creating a stable regulatory environment. Apart from developing appropriate, affordable and less complex insurance products, the private sector’s responsibility is to create trust in the insurance industry as well as to promote the need for risk insurance. Insurers thus need to see low income earners as a profitable segment, whereas poor people need to see insurance as a necessity. The more trust is created by the insurance sector, fewer people in the low income groups will invest their money in the informal sector which entails no regulation, less security and higher risks. It is furthermore pivotal for the success of access to financial services to take into account how this will impact on the consumer. With respect to the products developed and marketed by the life insurance industry: does it really meet the needs of the poor and does it contribute positively to transformation? The private sector is therefore heavily dependent on research and analyses of consumer trends measured over time. As a result, the impact that financial product offerings have on the low income earners cannot be dealt with on its own, because as time passes so will the needs, expectations and profile of the bottom of the pyramid change. On its own, competition tends to also contribute positively towards access to financial services. It forces the private sector (i.e. life insurance companies) to come up with innovative ways of providing effective access, products and services to the poor. This ensures that the end user gets value for money, when procuring financial products and /or services from life insurers. In respect of the viability of the long-term insurance industry’s access standards and whether or not it speaks to the needs of the poor: the life industry has indeed achieved a lot over the past couple of years, by creating constructive opportunities for the lower end of the market. Given the minimum requirements as per the Financial Sector Charter, poor people can now also obtain long-term insurance products that address challenges with regards to physical accessibility, transactional access, affordability, non-discrimination and the level of complexity. However, more important for the low income group to participate effectively in the mainstream of the South African economy, is the fact that the need for financial literacy is even bigger. It is one thing to have the right of entry (i.e. access) to the financial services sector in terms of life insurance product offerings, but it is different if that same target audience does not have the ‘know-how’ to use and implement the products developed. It is hence an imperative for the purposes of effective financial inclusion to also make provision for consumer education. In principle, financial literacy will enable the lower income groups to become more empowered and at the same time, ensure that the target audience is equipped to make more informed decisions about the finances. Given the latter, it can however not happen in isolation. Financial literacy and thus consumer education, is equally important - if not more. It is therefore critical that, apart from government fulfilling its role as regulator by upholding the rule of law, all the stakeholders should have a universal goal. In other words, this directly addresses transformation and the objective of empowering people in the lower income groups – i.e. not only to ensure financial inclusion, but more importantly to enable poor people to make more informed decisions about their finances. And only this will contribute to effective transformation in the true sense of the word - if poor people are ‘allowed’ to become more actively involved in the mainstream of the South African economy.

In recent year, there has been virtually no research into the strategic management practices of the Thai financial services sector. The aims of this research is to explore the strategic management practices of the Thai financial services sector (both banking companies and non-banking companies), and also seeks to identify whether there are differences in the strategic management practices on the basis of size, business type, and ownership respectively. The findings from this research will provide a benchmark against which further research into strategic management in Thailand can be undertaken. The Thai economic crisis (approximately 1997 to 1999) has impacted very strongly on the Thai financial services sector, as evidenced by the reduction in the number of companies and the dramatic increase in non-performing loans. It is against this background, that this research investigates the strategic management practices (including the general environments, the immediate environments, the internal environments, the corporate strategies, and the planning and planning system) of the Thai financial services companies to gain an understanding of their strategic management practices (year 2000) and the changes to their strategic management practices. This research also examined the impact of both internal environmental factors and external environmental factors on the strategic management practices of the Thai financial services companies. The process for this research was based on a through literature review, an analysis of the industry, the development of a conceptual framework (building on prion research overseas), and the development of a survey approach based on personal interviews with carefully selected respondents. This research has selected all the companies in the Thai financial services sector (13 domestic banks, 5 major government banks, 33 foreign bank�s branches, 33 finance and securities companies, and 10 credit foncier companies) who survived the economic crisis in Thailand. In total of the 99 approached to participate companies, 71 (72%) Thai financial services companies participated in the survey, consisting of 26 finance and securities companies, 18 foreign bank�s branches, 13 domestic banks, 9 credit foncier companies, and 5 major government banks. In respect to the data analysis, both qualitative and quantitative methods were utilised in this study, using both univariate and multivariate techniques. Of the 71 companies who participated in this research, 80% (N=57) had a formalised strategic planning (FSP) system, which presented 94% of large companies, 100% of medium sized companies, which was 97% of banking companies and 63% of non-banking companies. Whereas, 72% of the small companies has no formalised strategic planning (NFSP) system which was 100% of credit foncier companies and 15% of finance and securities companies. This research also shows that only 6% of foreign majority ownership companies and 32% of Thai majority ownership companies in the Thai financial services sector did not have FSP system. Of the NFSP companies, 50% would implement a FSP system over the next five years. These findings show that the Thai financial services companies have adopted a fairly traditional approach to strategic management and rely heavily on formalised strategic planning system. For these reasons, the major focus of the analysis of this research is on the FSP companies. Of the FSP companies, define their strategic management as the process of sharing the organisational structure, the company�s resources, the company�s culture and managerial style, the company�s long-term goals, the company�s mission statement, the company�s strategies, the company�s planning, and the external environmental factors to build a market position strong enough and an organisational capable enough to achieve successful performance despite unforeseeable events, potent competition, and internal problems. This research shows that there are significant differences in the organisational structure, process, and system either for size, business type, and ownership aspects. Overall, the large companies that comprised most of the domestic banking companies with Thai majority ownership and the foreign bank�s branches believe they were more likely to be strategically managed through their structures, processes and systems than the other groups of FSP companies. The findings in this thesis shows that these banking companies identified a much clearer managing of planning and planning system which including corporate plans, second level long-term plans, planning�s objectives, planning�s roles, planning�s processes, planning�s coordination issues, planning�s structures than the other group of FSP companies. In contrast, of the NFSP companies, the strategic issues and strategies emerged from the vision of the CEO, whereas did not appear to have roles, objectives, etc. for their strategic issues identification and strategy development process, anywhere as clearly as the FSP companies identified for their planning. The evidence from this research shows that the FSP companies were more likely to consider they were strategically managed than the NFSP companies. This research has identified a schematic representation of the strategic management practices of the companies with a FSP system and a NFSP system. The results of this research enables a better understanding of the strategic management practices of the Thai financial services sector. Also, prospective researchers can use data and the conceptual model generated from this research to further develop the theories of strategic management and to explore whether meaningful differences occur between strategic management practices of other Thai industries and the Thai financial services sector. This research as the first significant study of strategic management practices for the Thai financial services sector, provides an important benchmark for future research e.g. strategic management practices of the Thai financial services companies in the next five years, how the Thai financial services companies seek to recover from the major economic crisis etc. Both further research and replication of this research would enhance a meaningful understanding of strategic management practices.

Thesis (MBA (Business Management))--University of Stellenbosch, 2009.
AFRIKAANSE OPSOMMING: Aangesien dit in praktyk erken word dat strategie ‘n natuurlike komplekse saak is, is die relevante strategiese prosesse en aktiwiteite binne organisasies ondersoek, met die doel van die studie om dieper begrip te verkry van die strategiese rolle wat lei tot die formulering en uitvoering van die strategie. Daar word bevind dat mededingende voordele gevind word uit unieke strategiese prosesse binne die organisasie, wat weer afhanklik is van spesifieke faktore, gedrag, redevoering en kommunikasie, asook op die vlak van verdeelde strategiese verstandhouding binne die organisasie. Die finansiële dienste industrie in Namibië vorm die fokus van hierdie studie. Finansiële dienste maatskappye word geag as gewaagde, hoogs komplekse instansies, as gevolg van die verskeidenheid ontasbare produkte en dienste wat hulle aanbied. Die besigheidsmodelle wat aangewend word, het ontwikkel in hoogs gesofistikeerde prosesstelle wat gewigtige beleggings in tegnologie en besigheidssisteme vereis. Capricorn Investment Holdings (CIH) is as praktyk studie gebruik om ondersoek in te stel na die mikro-strategie en leiding binne die finansiële dienste industrie in Namibië. Vir die rede is die fokus op die bankwese (Bank Windhoek) en versekerings maatskappye (Welwitschia Nammic Versekerings Makelaars en Santam Namibië). Bank Windhoek, Welwitschia Nammic Versekerings Makelaars en Santam Namibië is dogtersmaatskappye van CIH. Daar is baie voordele verbonde aan die ondersoek van die beplanning van die mikro-strategiese perspektief, soos deur beide die dinamiese en die nagevolge van die strategie aksie te beklemtoon, terwyl daar vergunning gemaak word vir ‘n baie beter begrip van die veelvoudige faktore wat die strategiese prosesses beinvloed. Hierdie sluit in sosiale, politieke en ekonomiese samehang waarin strategiese aksie plaasgevind het. Die hoofbevindings van hierdie studie is dat strategiese prosesse minder gestruktureerd is by groepsvlak, as in die dogtersmaatskappye. Die kultuur van die organisie, insluitende die gedrag en optrede van die leiers, bepaal die strategiese dink vermoeë van die werknemers. Verder bewys die bevindings dat strategiese bekwaamheid sterker is by die leierskap vlak en dat bekwame maatskappye waarskynlik meer belanghebbendes sal insluit in die formulering van hul strategie. Die bevindings stel ook voor dat daar ‘n behoefte is om instinktiewe benaderings-praktyke tot die strategie ontwikkeling in te sluit. Ten laaste, formele beplannings prosesse oortref die interaksies waar strategie ontwikkel is, deur informele gesprekke en besprekings.
ENGLISH ABSTRACT: Since it is recognised that strategy-as-a-practice is an inherently complex affair, the relevant strategic processes and activities within organisations were explored, with the purpose of the study being to gain a deeper understanding of the strategising roles that lead to the formulation and implementation of strategy. It was found that competitive advantage comes from unique strategic processes within the organisation, which, in turn, depend on specific actors, behaviours, discourse and communication, as well as on the level of shared strategic understanding within the organisation. The financial services industry in Namibia formed the focus of the study. Financial services companies are regarded as risky, highly complex institutions, because of the mostly intangible products and services they offer. The business models they employ have evolved into highly sophisticated sets of processes that require heavy investments in technology and business systems. Capricorn Investment Holdings (CIH) was used as a case study to examine micro strategy and strategising within the financial services industry in Namibia. Focus was therefore placed on banking (Bank Windhoek) and insurance companies (Welwitschia Nammic Insurance Brokers and Santam Namibia). Bank Windhoek, Welwitschia Nammic Insurance Brokers and Santam Namibia are subsidiary companies of CIH. Examining strategising from the micro strategic perspective has many advantages, such as highlighting both the dynamics and the consequences of strategic action, while allowing for a much richer understanding of the multiple factors that influence strategic processes. These include the social, political and economic contexts within which strategic action has occurred. The main findings of this study are that strategising processes are less structured at group level than within the subsidiary companies. The culture of the organisation, including the behaviours of leaders, determines the strategic thinking capabilities of staff. Moreover, the findings show that strategising capabilities are stronger at leadership level and that mature companies are likely to involve more stakeholders in the formulation of their strategy. The findings also suggest that there is a need to include intuitive approaches in strategy development. Lastly, within CIH formal strategising processes outweigh those interactions where strategy is developed through informal talks and discussions.

Abstract Seventy percent of small and medium-sized U.S. companies experience negative performance because of leaders' lack of knowledge of corporate social responsibility (CSR) program implementation. CSR implementation is complex and requires organizational resources such as expertise, personnel, time, and money. Implementing CSR programs is challenging for many leaders. Research on CSR implementation in the U.S. financial services industry is scarce, and leaders of financial services firms do not have a clear understanding of how to make CSR implementation successful. The purpose of this study was to explore optimal strategies for making corporate social responsibility program implementation effective. The central research question that drove this study was determining how leaders can make CSR program implementation effective. Data collected from a purposeful sample of 10 face-to-face interviews, direct observations, and document review were coded and analyzed. One of the emergent themes suggests that leaders lack the knowledge to understand how CSR activities contribute to a better world. The lack of knowledge for successful CSR implementation causes 60% of leaders to treat CSR programs as side projects. Another theme for successful CSR programs was the leaders' commitment to transparency. Without trust, leaders cannot align stakeholders' interests with CSR activities. Implications for positive social change included opportunities for leaders to define key CSR stakeholders, establish CSR goals, and select CSR activities to meet the CSR goals. This could lead some leaders to gain the knowledge of how to integrate CSR into their firms' daily operations.

Thesis (MTech (Business Information Systems))--Cape Peninsula University of Technology, 2017.
Knowledge Management (KM) is a role player in assisting organisations to accomplish their desired goals and objectives by managing the knowledge embedded within individuals and available in systems. Furthermore, knowledge management considers the use of advanced technology to enhance existing knowledge, create new knowledge, and transfer knowledge. However, the process of managing knowledge cannot be successful without proper communication. When this knowledge and the associated expertise are not transferred, organisations are faced with a loss of intellectual capital as employees enter and leave with knowledge and expertise. It is therefore critical to understand who knows what, who needs to know what, and how to transfer the knowledge throughout the organisations. Hence, this research explores the dynamics of knowledge transfer in relation to communication strategies, tools, methods or systems that the selected company can implement in order to transfer knowledge between interest groups and throughout the organisation. The research philosophy adopted is subjectivism with an interpretivist stance. A qualitative research approach was applied. The data were collected using semi-structured questionnaires and analysed using descriptive data analysis techniques. The results point to poor levels of understanding the concept of knowledge management and knowledge transfer in the organisation, resulting in departments following silo processes in an effort to transfer knowledge within their specific areas. However, these processes are not sufficiently effective and cause crucial man risk within departments. The results of this study should help the organisation improve its knowledge management processes and organise internal communication in a way that will improve knowledge transfer.

Thesis (Ph.D.)--City University of Hong Kong, 2009.
""Submitted to College of Business in partial fulfillment of the requirements for the degree of Doctor of Philosophy." Includes bibliographical references (leaves 106-117)

Thesis (PhD (Business Management))--Stellenbosch University, 2008.
Since relationship marketing re-emerged as an approach to marketing, the concept was met with a great deal of interest. This interest resulted in relationship marketing being researched extensively, whilst businesses started to look for ways to build relationships with their clients. Relationships with clients can, however, only be managed if the dimensions contributing to the relationship are adequately identified. From an academic viewpoint, once all the relevant dimensions have been identified, these dimensions can be used to construct a model that can guide the management of long-term marketing relationships. The aim of this study was to identify the dimensions that are important when longterm marketing relationships in business-to-business (B2B) financial services are managed. The study started with a comprehensive review of the marketing literature. The literature review was followed by two empirical studies. The first empirical study was conducted among relationship managers, while the second empirical study focused on both the relationship managers and clients of a leading South African financial services provider. Both the relationship managers as well as the clients were part of the afore-mentioned financial services provider’s B2B domain. Phase 1 of the empirical research (the exploratory study) focused on an assessment of the perceptions of 75 relationship managers in respect of the importance of a number of pre-determined dimensions. A web-based approach was used and a questionnaire was developed according to the requirements of the Analytic Hierarchical Process (AHP) method. Based on the literature review and the results of the exploratory study, a set of 11 dimensions emerged as important for the management of long-term relationships in B2B financial services. The second phase of the empirical research focused on the perceptions of both relationship managers (the relationship manager sample) and B2B clients (the client sample). In the case of the relationship manager sample, a web-based questionnaire was sent to 300 relationship managers, while 400 clients participated in the client study. Relationship manager data were analysed by means of regression analysis whereas the client data were analysed with the aid of Structural Equation Modelling (SEM). The LISREL 8.80 software program was used to fit both the measurement model and the SEM model. The results of the study confirmed the important roles of especially trust and commitment on a person’s intention to stay in a relationship. Furthermore, the study found that relationship managers and clients appear to view the process of relationship management as an intricate process. Although relationship managers and clients differ on the importance of some of the further dimensions, agreement existed for the importance of especially satisfaction and communication. It was also found that relationship managers appear to over-estimate their performance levels on some of the identified dimensions. The uniqueness of the study lies in the simultaneous consideration of the perceptions of both relationship managers and clients. The most important contribution of the study is the construction of a model through which long-term marketing relationships in the B2B financial services industry can be managed.

This study is premised on the assumption that because of increased globalisation the trend towards strategic alliances is going to increase in the 21st century. This is evident in the phenomenal growth towards the establishment of alliances the world over despite high failure rates. The study also makes an important assumption that a major cause of alliance failure is managerial in nature and therefore relates to the task performed by alliance managers.Whilst research in the West has attempted to focus on such failings, few researchers have attempted to understand the state of alliances in developing country contexts as well as the reasons for the lack of their successes or otherwise. This study therefore seeks to fill this gap by exploring the managerial issues surrounding alliance management in a developing country, Papua New Guinea. It was found that alliance managers in countries such as Papua New Guinea faced managerial challenges similar to those in their counterparts in developing countries. However, the similary ends there.The research demonstrated that governmental and socio-cultural factors predominate in the national and local environments.It also found that resource deficiencies made alliances highly susceptible to misalignment in strategic intent and structure.Several other findings are discussed in detail. The research resulted in the development of a holistic approach to the study and management of strategic alliances.
Doctor of Philosophy (PhD)

Thesis (Ph.D.)--City University of Hong Kong, 2010.
"Submitted to Department of Information Systems in partial fulfillment of the requirements for the degree of Doctor of Philosophy." Includes bibliographical references (leaves 104-118)

Thesis (MPhil)--Stellenbosch University, 2010.
The research undertaken in this paper explores the strategy formulation practices of large financial services organisations in South Africa. Following a review of academic sources, it was concluded that strategy formulation comprises three distinct but interdependent activities. The first is that of foresight development, followed by strategy development and finally strategic or business planning. In addition, a variety of approaches to stakeholder engagement are possible. A review of similar research identified primary research into foresight practices in Europe and the professional experiences of two South African chartered accountants of strategic or business planning. No research on strategy development was identified. Thus, the researcher chose to conduct primary research in the form of a survey to interrogate each of the strategic activities. This focused on the level of resourcing applied to each activity, the tools used, the time horizon adopted and the breadth of stakeholder engagement. A review of the South African financial services industry suggested that banking, short-term insurance and long-term insurance needed to be included in the sample. An analysis of the respective organisations‟ market share for most key products was completed. This produced a sample of twelve organisations which had a market share in excess of 10per cent as at 31 December 2009 with the exception of those selected based on total life insurance premiums, which were based on December 2008 data due to information availability. Of the twelve organisations identified 66per cent (or eight) responded to the survey which was conducted using an online survey tool. Three respondents chose to respond telephonically when contacted by the researcher. The respondents for the respective organisations were either senior managers, in several cases members of the executive team, or people involved with strategy formulation at a corporate or group level. In order to increase the response rate, the survey was conducted anonymously, thus limiting comparison been organisations and industry sectors. The result of the analysis highlighted two key dimensions on which organisations differed. The first is the time frame used. Only two organisations regularly look more than three years ahead. The second is that of stakeholder engagement. Half of the respondents are interactive and include employees in the strategy formulation process, while the other half is autocratic limiting strategy formulation activity to management and often senior management only. This lead the researcher to conclude that while a wide array of strategy formulation tools are applied, many South African financial services organisations have opportunity to improve their strategy formulation practice by being more inclusive and adopting a longer and more holistic approach to scanning and foresight as part of the foresight development activity.

Magister Commercii (Industrial Psychology) - MCom(IPS)
Within the past two decades, gender equity has been a major issue in the workplace. Legislation has since been implemented to redress inequalities of the past, which have allowed women to move away from their traditional roles of being child bearers. Although legislation has been implemented by government, the gender equity issue remains a problem since women are still underrepresented in senior management positions. The aim of the study was to understand the experiences of women in top, senior and management positions within the financial services industry in the Western Cape. The gender composition of senior management positons has an impact on the financial performance of an organisation (Campbell, 2007). Thus the importance of female participation in the senior positions. This issue has attracted a growing amount of research, but for the purposes of this research study, the researcher has focused on one industry. The industry chosen for this study was the financial services industry in the Western Cape. Furthermore, a non-probability sampling design was used, based on the method of purposive sampling. Seven participants, namely, women within the financial services industry were selected to participate in the study. For data collection, in-depth interviews were held with each participants. The study design was qualitative in nature and therefore the thematic approach was used to analyse the data. Research has shown that there are various challenges that women within the financial services industry experience. From myths about women in corporate, to stereotyping women with that of the traditional roles of women. The current research findings also indicate that women experience many challenges while trying to move up the corporate ladder within the financial services industry. The findings derived from this study indicate that the financial services industry is a male dominant industry, with respect to senior management roles. This makes it difficult for women to participate in those decision making roles. This research is beneficial to organisations within the financial services industry. This way, the research study may allow organisations within the financial services industry to improve the current issues around gender equity in their respective organisations. The study limitations have also been discussed as well as the recommendations for future studies.

Mestrado em Contabilidade, Fiscalidade e Finanças Empresariais
Este estudo teve como objectivo analisar as relações entre perceived environmental uncertainty (PEU), estrutura organizacional, tecnologia e a utilização diagnóstica e interactiva dos sistemas de controlo de gestão (SCG) no sector financeiro português. O estudo é desenvolvido tendo por base a Teoria da Contingência e os Levers of Control e utiliza PLS-SEM para realizar as análises tendo por base dados de um inquérito realizado a 50 empresas do sector. Os resultados indicam que níveis mais elevados de PEU estão associados a estruturas organizacionais mais descentralizadas e com maiores níveis de especificação e especialização de tarefas. O estudo também indica que níveis mais elevados de PEU estão associados a uma utilização mais intensiva dos SCG de forma diagnóstica e interactiva. Adicionalmente, os resultados sugerem que as empresas mais centralizadas e com níveis mais baixos de especificação e especialização de tarefas tendem a utilizar de forma mais intensiva um menor número de SCG quando comparadas com empresas mais descentralizadas e com maiores níveis de especificação e especialização de tarefas. Finalmente, a associação entre tecnologia e a utilização diagnóstica e interactiva dos SCG não é suportada estatísticamente.
The purpose of this research is to explore the relationships between perceived environmental uncertainty (PEU), organizational structure, technology and management control systems (MCS) diagnostic and interactive uses in the Portuguese financial services industry. The study is built upon the Contingency Theory and the Levers of Control framework and employs PLS-SEM to conduct the analyses on data from a survey of 50 firms. Results indicate that higher levels of PEU are associated with organizational structures that are more decentralized and that exhibit a higher degree of specification and specialization of tasks. This study also finds that higher levels of PEU are associated with a more intense use of MCS for diagnostic and interactive purposes. Additionally, results suggest that firms exhibiting higher centralization and lower levels of task specification and specialization will tend to use more intensively a lower number of MCS than more decentralized firms with higher levels of specification and specialization of tasks. Finally, the association between technology and MCS diagnostic and interactive uses were not found to be statistically significant.

This research project investigates the roles of Personnel/Human Resource Specialists in the formulation of corporate strategy. It aims at providing a better understanding of the current practice in comparison to "best practice" as prescribed by the leading literature. To this end a comprehensive literature review on strategy formulation and Human Resource Management (IBM) has been conducted. The core ideas from the leading literature have been concatenated in an integrated model of Human Resources( HR) in strategy formulation. This research project focuses exclusively on the first stage of the strategy process, namely formulation and blacks out the subsequent stages of implementation and evaluation. Particular emphasis is given to the rational, analytical aspect of strategy formulation. The elaborate model of integration delivered the basis for a detailed questionnaire which was used the means of collecting primary data. This questionnaire was sent out to over 100 key personnel in leading financial services companies in Scotland. The survey was the first of its kind to be conducted with an exclusive focus on the emerging Scottish financial community. The Scottish Financial sector employs 209.000 people and responses were received from 33 different companies which between them had 107.629 staff on their payrolls. The results of the study draw a detailed picture of the extent to which the proposed strategic activities are carried out by the HR functions of the leading Scottish institutions. The results furthermore indicate that Human Resources pecialists are still finding it difficult to adapt a more strategic approach towards the management of employees. This study identified the analytical part of the strategy formulation process, i. e. the scanning of a company's environment for opportunities as well as the internal analysis of the firm as a weak point in the management of HR and as an area often neglected by Human Resource specialists. Due to this self-inflicted abstinence a vacuum is created and the influence that environmental changes can have on a firm's HR might well be underestimated. This lack of facts and data also meant that HR functions are often only partially integrated in the strategic decision-making process. The study identified this lethargy as the main area where improvements can be made and makes recommendations to industry and teaching academics alike. Finally, at the level of researchers and writers, this research project gives an opportunity to either replicate or validate the research findings or to widen the field by conducting further studies in this area.

Thesis (MBA)--Stellenbosch University, 2013.
Expanding business operations and exploring additional sources of revenue to ensure sustainability and longevity are some of the key business drivers of any organisation. These drivers have many organisations consider the opportunity of expanding business operations to foreign territories. Some of the major challenges when expanding business operations to new territories are those of competing against local brands in the same industry or introducing a whole new product or service to a new market. It therefore seems much of a demand versus supply consideration when organisations do decide to venture to new territories. Introducing a whole new product or service to a new market addresses the demand issue based on the premise that a need for this product or service exists. The existence of competition, not only directly with industry related brands but also other brands, addresses the supply of the particular product or service. This demand and supply dynamic forms the basis of this research paper. Given this context, considering the complexities of a new market from both an internal business and external industry point of view, is critical in establishing if an opportunity set exists in this new potential market which can be exploited. Once the opportunity set has been confirmed, organisations can shift their focus to the intended business and brand management strategy to be followed when entering this new market. Product and service organisations do, however, face many different challenges when entering new markets. One of the primary differences is that of tangibility of their respective offerings. This complexity leaves services organisations with few instruments to leverage in competing against product providers for the share of wallet of the consumer. As consumers associated with products and services do not have a tangible product per se, the emphasis is placed on the brand of services organisations as the associative connection from a consumer point of view. Given the two mentioned concepts of entering new markets and different challenges which product and service providers face when doing so, the contextual environment of this study is set in the Financial Services Industry. This study explores the key considerations that financial services organisations should be cognisant of, from a branding point of view, when entering new markets.

Thesis (PhD)--University of Stellenbosch, 2004.
ENGLISH ABSTRACT: The globalisation of business is probably the most important topic of discussion in business around the world. Globalisation impacts on business processes, and changes in the processes of economic and political liberalisation signify a radical shift in thinking about how the world works and how it should be organised. The process of change consequently means having to deal with increasing complexity. It is the complexity of change that prompts the urgency to improve the thinking of management in an organisation. As adult learners, managers need different competencies to operate; in addition their thinking skills need to be developed, as they are the key drivers in an organisation going through transformation. In a needs' assessment in a financial services organisation operating in the global environment, a need for training of middle managers to help them improve their thinking skills in order to become more effective thinkers was determined. The need to train adults to develop cognitive skills prompted a specific thinking skills intervention and the facilitation thereof. A Thinking Skills Programme aimed at teaching thinking dispositions and thinking skills was implemented as a programme to teach the managers to become effective thinkers. The study was approached from a programme evaluative perspective. The purpose of the programme was an improvement-orientated evaluation and was designed to evaluate the outcomes of the programme. Qualitative data was collected through a pre- assessment and postassessment process. Open-ended questionnaires as well as other qualitative methods were used in the assessment to capture the data. The data analysis was done through content analysis. In the process of determining the patterns and processes in the preassessment, observations, semi-structured interviews, field notes and post-assessment, the researcher looked for themes or interconnections that emerged in the units, sub-categories and categories. The sub-categories that emerged were derived from the frequency of appearance in the answers of the participants in the questionnaires. The post-assessment feedback categories indicated that a shift in effective thinking had taken place in the participants. The most significant difference in their thinking was the awareness of their thinking. They reflected on their thinking while solving problems, which is evidence of effective thinking. They used the thinking tools to help them solve problems. The intervention influenced the participants to be more creative in solving problems, which was not evident in the pre-assessment. The evaluation of the outcome of the programme through the application of a Thinking Skills Programme was successful. This was demonstrated by the fact that in the measurement of the outcome of the programme it was evident that the middle managers had become more aware of their thinking and that they applied the thinking dispositions and thinking tools in their daily managerial activities. They had become more effective thinkers.
AFRIKAANSE OPSOMMING: Die globalisering van die sakewêreld is waarskynlik die belangrikste besprekingspunt in dié sektor regoor die wêreld. Globalisering het 'n impak op sakeprosesse, en veranderings in die prosesse van ekonomiese en politieke liberalisering dui op 'n radikale verandering in denke oor hoe die wêreld werk en hoe dit georganiseer behoort te word. Die proses van verandering dui gevolglik daarop dat daar rekening gehou moet word met toenemende kompleksiteit. Dit is die kompleksiteit van verandering wat aanleiding gee tot die belangrikheid daarvan om die denkvaardighede van die bestuur in 'n organisasie te verbeter. As volwasse leerders benodig bestuurders verskillende vaardighede om hulle taak te verrig, en hulle denkvaardighede moet ontwikkel word aangesien hulle die dryfkrag is van 'n organisasie wat transformasie ondergaan. In 'n behoeftebepaling in 'n finansiële dienste organisasie wat op die wêreldmark meeding, is die behoefte geïdentifiseer aan opleiding vir middelvlak bestuurders om hulle denkvaardighede te help verbeter, ten einde van hulle meer effektiewe denkers te maak. Die behoefte om volwassenes op te lei in die ontwikkeling van kognitiewe vaardighede het aanleiding gegee tot In spesifieke denkvaardigheidsintervensie en die fasilitering daarvan. 'n Denkvaardigheidsprogram gemik op die onderrig van denkdisposisies en -vaardighede is as 'n program ingestelom bestuurders op te lei om effektiewe denkers te word. Die studie is benader vanuit 'n programevaluasie-perspektief. Die doel van die program was 'n verbeteringsgeoriënteerde evaluasie en dit is ontwerp om die uitkomstes van die program te evalueer. Kwalitatiewe data is versamel deur middel van 'n pre- en postassesseringsproses. Oopeindevraelyste asook ander kwalitatiewe metodes is in die assessering gebruik om data te versamel. Die data-analise is gedoen deur inhoudsanalise. Vir die bepaling van die patrone en prosesse in die pre-assessering, is observasies, semigestruktureerde onderhoude en veldaantekeninge gebruik. Vir die postassessering het die navorser gesoek na temas of interkonneksies wat na vore gekom het in die eenhede, subkategorieë en kategorieë. Die subkategorieë wat na vore gekom het, is geïdentifiseer op grond van die frekwensie van voorkoms in die antwoorde van die deelnemers wat die vraelyste voltooi het. Die terugvoeringskategorieë in die postassessering het aangetoon dat 'n verandering in effektiewe denke by die deelnemers plaasgevind het. Die mees beduidende verandering in hulle denke was die bewustheid van hulle denke. Deelnemers het gereflekteer op hulle denke tydens probleemoplossing, wat as bewys dien van effektiewe denke. Hulle het die denkinstrumente gebruik om hulle te help om probleme op te los. Die intervensie het tot gevolg gehad dat die deelnemers meer kreatief tydens probleemoplossing was, wat nie tydens die pre-assessering geblyk het nie. Die evaluering van die uitkoms van die program deur die toepassing van 'n Denkvaardigheidsprogram was suksesvol. Dit is gedemonstreer deur die feit dat in die meting van die uitkoms van die program dit duidelik geblyk het dat die middelvlak bestuurders meer bewus geraak het van hulle denke en dat hulle die denkdisposisies en denkinstrumente in hulle daaglikse bestuursaktiwiteite toegepas het. Hulle het meer effektiewe denkers geword.

The financial industry and more specifically Retail banking is a very competitive industry. The profit margins are shrinking with the entrance of newcompetitors into the market place. During the last two to three years various foreign banks have opened offices in South Africa, cherry picking the high net worth customers fromthe traditional high street banks. The product range between these banks is the same, maybe at times presented in a different wrapping. The one differential factor between the various banks is service and the quality thereof. The researcher, being a banker, decided to investigate how to improve the quality of service which is the main problemof this study. The secondary problems or subproblems are: * How to solve service breakdown? * How to retain customers after a service breakdown? The researcher first did a literature survey focusing on the key drives of this research namely: * Improving quality service. * Problem resolution. * Customer retention. An empirical investigation was also undertaken focusing on the personal market segment and the high net worth individuals. The demarcation of the survey was restricted to a specific area on the South Coast of KwaZulu Natal, and in particular the retail market and three specific branches on the South Coast, namely: * Scottburgh; * Margate, and * Port Shepstone. The main finding of the empirical survey indicates an average service rating of 8.38, which is in excess of the financial institution’s national service objective of 8.22 for 2001. This indicates that in most areas the service quality of this financial institution is good. The results fromthe literature survey as well as the empirical investigation indicated that service quality can only be achieved through a collective effort from all role players within the bank. The resolution of service breakdown needs to be controlled and managed to rectify breakdowns effectively within specific time limits that are acceptable to the individual customer. The barriers to retain customerswill become less effective should the financial institution not be able to restore or improve service quality for their customers.

Fundamental changes in the global economy are changing the basis of organisational competitive advantage. The challenge in attaining a competitive advantage is characterised by factors such as increased competition, market volatility, geographically dispersed operations, customer awareness, raising workforce diversity and stringent regulatory regimes. These factors have driven, and in turn have been driven by, an increasing complexity of products, services and the processes that create value, resulting in changes in the structural and functional dimensions of the organisation. Business executives and academics recognise the shift in value creating assets from the traditional land, labour and capital to intangible assets such as knowledge and information becoming the most important resources an organisation can muster.The combination and integration of intangible assets such as human resources, structural and relational resources has been grouped under the umbrella of intellectual capital. This study comprises of a single descriptive case study analysis to ascertain how intellectual capital is managed strategically to gain a competitive advantage in an organisation in the banking and financial services sector in Zambia. Based on document review and semi-structured interviews, this thesis investigated the extent to which an organisation in the banking and financial services sector in Zambia leveraged intellectual capital to gain competitive advantage. In this study it was found that there is a low level appreciation of the intellectual capital phenomenon as a strategic management tool in the participating organisation. However, the organisation has adopted aspects of intellectual capital and has implemented them successfully accounting for the organisation‘s competitive edge in the market.

Thesis (MComm)--Stellenbosch University, 2014.
ENGLISH ABSTRACT: Strategic innovation originated as a concept in academic literature in the 1990’s, and provides companies with the opportunity for substantial value creation. Previous research has shown how the learning or process aspects of a company foster strategic innovation capacity, or the ability of a company to systematically create strategic innovation initiatives. However, an understanding of the role of the content aspects or the drivers of strategic innovation – Strategy Processes, People, Culture and Resources – remains problematic. Despite a heightened awareness and interest by both scholars and practitioners in studying and better understanding strategic innovation, it is still regarded as an emerging field of inquiry. Additionally, limited research has been conducted on strategic innovation in a South African context. As such, a limited base of empirical research for strategic innovation exists. To address this lack of empirical research a literature review of strategic innovation was conducted, highlighting any research gaps; an empirical study was then executed. The literature review first investigated strategic innovation as a topic, identifying the antecedents to; the results of; and motivations for strategic innovation. Subsequently, a theoretical link between strategic innovation capacity and the drivers of strategic innovation was established. Lastly, each driver of strategic innovation was individually explored for the purpose of operationalising each driver for empirical analysis. The review of strategic innovation literature revealed a research gap that culminated in the following research question: How do the drivers of strategic innovation affect the strategic innovation capacity of selected banks? The empirical study consisted of a mixed-methodology design, conducted in two phases. First the sample was narrowed to include only the most appropriate banks, this being the most significant sector of the financial services sector in South Africa. The first phase of research consisted of semi-structured interviews conducted with the six most qualified individuals across the participating banks. This phase of research was used to refine the identified antecedent elements of the drivers of strategic innovation, and develop the sample for the second phase of research. The interviews were recorded, transcribed, and subjected to thematic analysis to generate findings. The findings of the qualitative phase show that the antecedent elements of the drivers in South African banks are consistent with the literature. Although no new South African specific elements were discovered, external factors for managerial consideration were noted. This emphasises that South African banks should adopt global best practices for their field, whilst taking into consideration the unique South African circumstances. The second phase of research made use of cross-sectional electronic questionnaires to gather interval data on the drivers of strategic innovation and strategic innovation capacity. The questionnaire was developed from the findings of the first phase of research and distributed to 125 individuals, 53 completed responses were received, yielding a response rate of 42.4%. All the constructs were measured to be reliable using Cronbach’s alpha and the collected data were analysed using descriptive and inferential statistics. The findings of the quantitative phase indicate that the drivers of strategic innovation have a significant positive relationship with strategic innovation capacity. This finding underlines the important role managers can play in fostering a company’s ability to systematically create strategic innovation initiatives. The driver with the strongest relationship with strategic innovation capacity was shown to be Culture, emphasising the importance of creating an organisational culture geared towards innovation. The second strongest driver was Resources, followed by People, and lastly Strategy Processes which had the lowest significant positive relationship with strategic innovation capacity. The findings also showed that the inter-driver relationships were significantly positive, with Culture once again displaying the strongest correlation values. The most important contribution of this study is the empirical evaluation of the relationship between the drivers of strategic innovation and strategic innovation capacity in the South African banking context. The establishment of this relationship creates a solid platform upon which future studies may build through the highlighted areas for further study. The findings also provide management with a means to assess the levels of the drivers, as well as antecedents on which to focus when staging managerial interventions for their improvement.
AFRIKAANSE OPSOMMING: Strategiese innovering het ontstaan as 'n konsep in die akademiese literatuur in die 1990's, en bied maatskappye ’n geleentheid vir aansienlike waardeskepping. Vorige navorsing het getoon hoe die leer- of prosesaspekte van ’n maatskappy strategiese innoveringskapasiteit, of die vermoë van ’n maatskappy om stelselmatig innoveringsinisiatiewe te skep, bevorder. ’n Begrip van die rol van die dryfkragte agter strategiese innovering – Strategieprosesse, Mense, Kultuur en Hulpbronne – bly egter problematies. Ten spyte van groter belangstelling in die studie van strategiese innovering vanuit die akademie sowel as die praktyk, word dit steeds as ’n ontluikende navorsingsveld beskou. Verder is slegs beperkte navorsing oor strategiese innovering in ’n Suid-Afrikaanse konteks reeds gedoen. Daar bestaan dus ’n beperkte basis van empiriese navorsing vir strategiese innovering. Om hierdie gebrek aan navorsing aan te spreek, is ’n literatuuroorsig van strategiese innovering gedoen wat navorsingsleemtes uitgewys het; ’n empiriese studie is toe uitgevoer. Die literatuuroorsig het eerstens strategiese innovering ondersoek deur die voorgangers van; resultate van; en motiverings vir strategiese innovering te identifiseer. Vervolgens is ’n teoretiese skakel tussen strategiese innoveringskapasiteit en die dryfkragte agter strategiese innovering vasgestel. Laastens is elke dryfkrag individueel ondersoek met die doel om dit te operasionaliseer vir empiriese ontleding. Die literatuuroorsig het ’n navorsingsleemte onthul wat tot die volgende navorsingsvraag gelei het: Hoe beïnvloed die dryfkragte agter strategiese innovering die strategiese innoveringskapasiteit van die gekose banke? Die studie het bestaan uit ’n gemengdemetodologie-ontwerp wat in twee fases uitgevoer is. Die eerste fase het bestaan uit semi-gestruktureerde onderhoude met die ses mees gekwalifiseerde individue vanuit die deelnemende banke. Hierdie fase is gebruik om die geïdentifiseerde voorafgaande elemente van die dryfkragte agter strategiese innovering te verfyn, en om die steekproef vir die tweede fase te ontwikkel. Die onderhoude is opgeneem, getranskribeer en onderwerp aan tematiese ontleding om bevindinge te genereer. Die bevindinge van die kwalitatiewe fase wys dat die voorafgaande elemente van die dryfkragte in Suid-Afrikaanse banke strook met die literatuur. Alhoewel geen nuwe, spesifiek Suid- Afrikaanse elemente ontdek is nie, is eksterne faktore vir bestuursoorweging opgemerk. Dít beklemtoon dat Suid-Afrikaanse banke behoort te hou by die wêreldwye beste praktyke vir hulle veld, terwyl hulle steeds die unieke Suid-Afrikaanse omstandighede in ag moet neem. Die tweede fase het elektroniese deursnitvraelyste gebruik om intervaldata oor die dryfkragte agter strategiese innovering en strategiese innoveringskapasiteit in te samel. Die vraelys is ontwikkel uit die eerste fase se bevindinge en is versprei aan 125 individue; 53 volledige response is ontvang, ’n responskoers van 42.4%. Al die konstrukte is met Cronbach se alfa as betroubaar gemeet, en die ingesamelde data is ontleed met beskrywende en inferensiële statistiek. Die bevindinge van die kwantitatiewe fase dui daarop dat die dryfkragte agter strategiese innovering ’n beduidende positiewe verhouding het met strategiese innoveringskapasiteit. Hierdie bevinding onderstreep die belangrike rol wat bestuurders speel in ’n maatskappy se vermoë om stelselmatig strategiese innoveringsinisiatiewe te skep. Kultuur het na vore gekom as die dryfkrag met die sterkste verhouding met strategiese innoveringskapasiteit, wat die belangrikheid beklemtoon van die skep van ’n organisatoriese kultuur wat op innovering toegespits is. Die tweede sterkste dryfkrag was Hulpbronne, gevolg deur Mense, en laastens het Strategieprosesse die laagste beduidende positiewe verhouding met strategiese innoveringskapasiteit gehad. Die bevindinge het ook gewys dat die onderlinge verhoudings tussen die dryfkragte beduidend positief was, met Kultuur wat weereens die sterkste korrelasiewaardes toon. Die belangrikste bydrae van hierdie studie is die empiriese evaluering van die dryfkragte agter strategiese innovering en strategiese innoveringskapasiteit in die Suid-Afrikaanse bankwesekonteks. Die vasstelling van hierdie verhouding skep ’n platform waarop toekomstige studies kan bou. Die bevindinge bied aan bestuur ’n manier om dryfkragvlakke te assesseer, asook voorafgaande elemente om op te fokus wanneer bestuursintervensies gebruik word om hierdie vlakke te verbeter.

Security Monitoring Platform (SMP) represents multiple detective controls applied inthe enterprise to protect against cyberattacks. Building SMP is a challenging task, as itconsists of multiple systems that require integration. This paper introduces a framework thatcompiles various aspects of Security Monitoring and presents respective requirements sets.SMP framework provides guidance for establishing a risk-based detection platform,augmented with automation, threat intelligence and analytics capabilities. It provides morebroad view on the problem of Security Monitoring in the enterprise context and can assist inthe platform creation. The proposed solution has been built using Design Science ResearchMethodology and contains of twenty requirements for building SMP. Expert evaluation andcomparison with similar frameworks show potential value in holistic approach to the problem,as well as indicate the need for further research.

This thesis shows the small-medium firm as being vital to wealth and employment creation in the UK economy. It examines the mechanisms by which firms can achieve growth and discusses contemporary empirical research into the growth performance of small-medium firms in the UK. Previous conceptualisations of firm growth, drawn mainly from the fields of economics and business studies are critically reviewed. The review concluded that Porter's model of competitive advantage, a holistic conceptualisation , appeared to be the plausible theoretical explanation of sectoral and firm growth. Porter's model is tested using both quantitative as well as qualitative research methodologies, and applied to three sectors of the Scottish economy that experienced growth during the late 1980s: the plastics supply sector; the oil and gas related sector, and the financial services sector. The quantitative research methodology was conducted at the simplest level of statistics, employing chi-square analysis of cross-tabulations of growth with single variables. The preliminary nature of this statistical analysis did not provide strong support for Porter's model in any of the sectors examined. From the qualitative research material, using case studies of growth firms aspects of Porter's model did appear to explain to aspects of sectoral and firm growth in all three sectors. The oil and gas related sector seemed to provide the strongest qualitative support for Porter's model. In the conclusion, the deficiencies of Porter's model are addressed with an alternative model of firm growth and alternative models of sectoral growth for each of the surveyed sectors, loosely derived from the main elements in Porter's model. Finally, the findings of the survey results are used to produce a number of policy recommendations targeted at each of the surveyed sectors and for small-medium firms in general.

Thesis (MDF (Development Finance))--University of Stellenbosch, 2010.
Financial Services Associations (FSAs) have been established in Sierra Leone as a new form of shareholder-owned village bank since 2007, as part of an ongoing IFAD programme to assist the development of rural finance. This research report is a case study examining the viability of the FSA concept in the Sierra Leonean context, particularly with reference to previous research findings in other countries in Africa, and it includes a field survey within the communities and amongst the staff and board members of the FSAs. The findings of the study reveal a wide acceptance amongst the village communities of both the structure of the institutions and the products and services that they are capable of offering. There was no evidence of the abuse of their positions by the members of the boards with regard to their own loans and repayments, as had been reported in other studies. However, there is a pressing need for further staff training and sensitisation of the communities regarding their rights as shareholders. There is also a need for further injections of capital, and the study recommends the introduction of a wide range of additional products and services and the establishment of links with other financial institutions, such as community banks and commercial banks. It was found that there are considerable demands on IFAD’s management unit that is responsible for the FSAs. These demands are growing as the number of FSAs increases, and it is recommended that this unit be strengthened before continuing its expansion programme, to enable it to consolidate its strengths before its activities are dispersed too widely.

Thesis (Ph.D.) -- University of Glasgow, 1994.
Includes bibliographical references (p. 458-502). Print version also available. Mode of access : World Wide Web. System requirements : Adobe Acrobat reader required to view PDF document.

Business Administration/Interdisciplinary
D.B.A.
According to a 2016 report by Catalyst, women in the United States make up 46.8% of the workforce and 51.1% of management and professional positions, but only a startling 4% of top leadership positions in S&P 500 companies. There are many reasons for this phenomenon, and this paper will consider the major theories behind it. Through the lens of the financial services industry and using both the qualitative research technique of semi-structured interviews, and quantitative techniques to measure the findings from the qualitative research, this paper endeavors to show which factors impact female leaders’ ability to reach the senior levels of management from their own perspective, and illustrate how these may differ from the challenges their male colleagues experience. The goal of this research is to provide insights to help direct future research and offer guidance to the financial services industry regarding steps to take to ensure women are afforded equal advancement opportunities. The research shows that both harassment and social role conflict impact women to a greater extent than men in the financial services industry.
Temple University--Theses

Thesis (MTech (Business Administration))-- Cape Peninsula University of Technology, 2009
A quantitative research study was conducted in order to obtain insight and knowledge of the perceptions of management with regard to changes taking place within the Financial Services Sector (FSS). The call centre at Sanlam Head Office in Bellville was used as a case study, and focus was primarily with first line managers at the call centre. The motivation for the study stemmed from the researcher’s experience within the FSS coupled with introduction of legislation for financial service providers. The ultimate objective of the study is to provide generic guidelines of how managers should respond to change on various and different levels and to equip managers with tools to apply during change phases and cycles within the organization. The literature review covers areas that releates to how managers responded to change in areas of leadership, culture, structure and legislation. Changes in these four areas were researched from different authors that specialize in organizational development, leadership development, organizational change and legislation. These ideas and perspectives from a range of South African and international writers gave the researcher an opportunity to conceptualize change, in general, and to provide a clearer understanding of generic competencies that are required to deal with it. Some models of how to deal with resistance to change and key success factors in dealing with it, are discussed. The researcher elected to work with managers at the Sanlam call centre, since they experience and are directly exposed to implementation of change at grassroots level. Results of the research confirm that dealing with change is a challenging experience for managers. A participatory management approach will result in less resistance from employees. The investigation also recommends that deciding on a vision with all key role players is not a once-off occurrence, but should be revisited, realigned and adjusted as the need arises within the organization. Furthermore, the results confirm that soft skill training and development such as conflict and diversity management should be implemented during the diversity and the changing face of the workplace. The main objective and recommendation is that managers should relook and revisit their management styles, involve all role players during decision making processes, and value and appreciate employee’s inputs and ideas.

Thesis (MComm)--Stellenbosch University, 2014.
ENGLISH ABSTRACT: In recent years the African banking industry has received much attention from international investors. The international attention received by Africa is due to trends such as globalisation and the profit potential that exists at the bottom of the economic pyramid. Within Africa, Tanzania has become a hub of investment for both international and South African banks. Banks such as South African based First National Bank have publically stated that one of their main priorities at the moment is securing the bank as a participator in the Tanzanian financial service industry. The Tanzanian banking market is currently served by fourty-eight banks and the minister of finance encourages further investment and entry into the country. Despite the large number of banks in Tanzania, the penetration rate of banked individuals remains low with approximately nine per cent of the population being members of the formal banking system. The low penetration indicates the Tanzanian population’s reluctance or inability to partake in the banking sector. Research suggests that poor attitudes held by Tanzanians towards the banking industry are a key factor causing the low penetration rate of banking in the country. While consumer behaviour literature has found that attitudes exert a critical influence on consumers’ behavioural intention, attitudes cannot be viewed as the sole predictor of behaviour. The Theory of Planned Behaviour, that evolved from the Theory of Reasoned Action, extends the relationship between attitudes and intentions to include the influence of subjective norms and perceived behavioural control. Thus the Theory of Planned Behaviour states that behavioural intentions are determined by: (1) attitudes, (2) subjective norms and (3) perceived behavioural control. This study was conducted in Dar es Salaam, Tanzania, and utilised the Theory of Planned Behaviour as a guideline to measure the influence of attitudes, subjective norms and perceived behavioural control on unbanked consumers’ intentions to open a formal bank account. Unbanked individuals were studied to provide banks doing business in Tanzania with insight into the factors that influence these consumers’ to become banked. The knowledge gained about unbanked individuals can be used to develop marketing strategies to increase the banked population of Tanzania. Research has shown that the average Tanzanian banking client is between the ages of twenty-seven and thirty-four and has a tertiary education. Thus the sample selected for the study was individuals who where studying towards a tertiary education in Tanzania between the ages of eighteen and twenty-seven. These individuals were selected as they are the most likely potential clients of Tanzanian banks. They are also potentially the most profitable clients for banks as they will likely earn more than other individuals once commencing formal employment. The Theory of Planned Behaviour was adapted to account for the unique characteristics of the Tanzanian financial services industry. Exploratory research identified the following dimensions as being possible influencers of intention to open a formal bank account in Tanzania: (1) trust, (2) attitude towards saving, (3) perceived relative advantage, (4) access convenience, (5) perceived value and (6) attitude towards banks. After data collection in Tanzania the model was further revised by conducting an exploratory factor analysis. The exploratory factor analysis identified the following dimensions as influencing intention to open a formal bank account: (1) attitude towards saving, (2) attitude towards banks, (3) self-efficacy, (4) access convenience, (5) reference groups, (6) perceived relative advantage, (7) perceived value, (8) attitudes towards banking, (9) trust, (10) future financial independence and (11) future benefits. Regression analyses were used to test the relationships suggested in the model. Significant relationships were found between the independent variables (1) future financial benefits and (2) reference groups and the dependent variable intentions. Relationships were also found between the independent variable future benefits and the dependent variable attitude towards banking. The empirical findings were used to develop strategies suggesting ways to increase the banked population of Tanzania. By increasing the banked population of Tanzania the Tanzanian economy, Tanzanian citizens and banks doing business in Tanzania will benefit. As banking facilitates economic growth an increase in the banked population of Tanzania would likely lead to increased economic growth in the country. Tanzanian citizens will benefit from the study as by opening formal bank accounts they will experience the many benefits of banking. Lastly banks doing business in Tanzania are likely to experience increased profitability as a result of the increased customer base.
AFRIKAANSE OPSOMMING: Oor die afgelope paar jaar het die bankbedryf in Afrika baie aandag ontvang van internasionale beleggers. Hierdie aandag is die gevolg van tendense soos globalisering en die winspotensiaal wat bestaan aan die onderkant van die ekonomiese piramide. Binne Afrika het Tanzanië heelwat beleggings van sowel internasionale as Suid-Afrikaanse banke gelok. Banke soos die Suid-Afrikaans gebaseerde First National Bank het amptelik verklaar dat een van hulle vernaamste prioriteite op die oomblik is om te verseker dat die bank ’n rolspeler is in die Tanzaniese finansiëledienstesektor. Die Tanzaniese bankmark word tans deur agt en veertig banke bedien en die minister van finansies moedig verdere beleggings en toegang tot die land aan. Ten spyte van die groot aantal banke in Tanzanië is die persentasie individue wat gebruik maak van formele bankdienste, slegs ongeveer nege persent van die bevolking. Die lae syfer dui op die onwilligheid of onvermoë van die Tanzaniese bevolking om aan die banksektor deel te neem. Navorsing dui daarop dat die negatiewe houdings van die Tanzaniese bevolking teenoor die banksektor ’n deurslaggewende faktor is wat die lae deurdringingskoers van die bankwese in die land veroorsaak. Alhoewel literatuur oor verbruikersgedrag aantoon dat houdings ’n kritiese invloed uitoefen op verbruikers se voorgenome gedrag, kan houdings nie beskou word as die enigste voorspeller van gedrag nie. Die Teorie van Beplande Gedrag, wat ontwikkel het uit die Teorie van Beredeneerde Optrede, brei die verhouding tussen houdings en voornemens uit om die invloed van subjektiewe norme en waargenome gedragsbeheer in te sluit. Die Teorie van Beplande Gedrag stel dit dus dat gedragsintensies bepaal word deur: (1) houdings; (2) subjektiewe norme; en (3) waargenome gedragsbeheer. Hierdie studie is uitgevoer in Dar es Salaam, Tanzanië, en het die Teorie van Beplande Gedrag gebruik as ’n riglyn om die invloed te bepaal van houdings, subjektiewe norme en waargenome gedragsbeheer op die niebankgebruikers se voornemens om ’n formele bankrekening te open. Niebankgebruikers (individue sonder bankrekeninge) is bestudeer om aan banke wat in Tanzanië sake doen, insigte te voorsien oor die faktore wat hierdie individue beïnvloed om bankdienste te begin gebruik. Die kennis wat opgedoen is oor niebankgebruikers kan gebruik word om bemarkingstrategieë te ontwikkel om die getal bankgebruikers in Tanzanië te verhoog. Navorsing het getoon dat die gemiddelde Tanzaniese bankkliënt tussen seween- twintig en vier-en-dertig jaar oud is en tersiêre onderrig ondergaan het. Die steekproef wat gekies is vir die studie, het dus bestaan uit individue wat besig was met tersiêre opleiding in Tanzanië. Hulle is bes moontlik die mees winsgewende kliënte vir banke, want hulle sal waarskynlik meer verdien as ander individue wanneer hulle formeel begin werk. Die Teorie van Beplande Gedrag is aangepas om die unieke eienskappe van die Tanzaniese finansiëledienstesektor in ag te neem. Verkennende navorsing het die volgende dimensies geïdentifiseer as moontlike oorsake van intensies om ’n formele bankrekening in Tanzanië te open: (1) vertroue; (2) houding teenoor spaar; (3) vermeende relatiewe voordeel; (4) toegangsgerief; en (5) vermeende waarde. Na data-insameling in Tanzanië is die model verder hersien deur ’n verkennende faktorontleding uit te voer. Hierdie faktorontleding het die volgende dimensies geïdentifiseer wat die intensies om ’n formele bankrekening te open beïnvloed: (1) houding teenoor spaar; (2) houdings teenoor banke; (3) selfdoeltreffendheid; (4) toegangsgerief; (5) verwysingsgroepe; (6) vermeende relatiewe voordeel; (7) vermeende waarde; (8) houdings teenoor bankdienste; (9) vertroue; (10) toekomstige finansiële onafhanklikheid; en (11) toekomstige voordele. Regressie-ontledings is gebruik om die verhouding, wat voorgestel is in die model, te toets. Betekenisvolle verhoudings is aangetoon tussen toekomstige finansiële voordele en verwysingsgroepe as onafhanklike veranderlikes en intensies oftewel voornemens as afhanklike veranderlike. Daar is ook verhoudings gevind tussen toekomstige voordele as onafhanklike veranderlike en houding teenoor bankdienste as afhanklike veranderlike. Die empiriese bevindinge is gebruik om strategieë te ontwikkel wat maniere voorstel om die getal bankgebruikers in Tanzanië te verhoog. Dit sal tot voordeel strek van die Tanzaniese ekonomie, die Tanzaniese bevolking, asook banke wat besigheid doen in Tanzanië. Bankdienste fasiliteer ekonomiese groei, wat die land se ekonomie bevoordeel. Tanzaniese burgers sal voordeel trek uit die studie, want hulle sal die voordele van bankgebruik beleef wanneer hulle bankrekenings open. Daarbenewens sal banke wat in Tanzanië funksioneer, groter inkomste genereer. Die Tanzaniese bevolking en ekonomie sal egter eers die volle voordele beleef indien die getal bankgebruikers beduidend toeneem.

Thesis (MBA)--Stellenbosch University, 2007.
ENGLISH ABSTRACT: is a common misconception that marketing is all about advertising and other promotional activities. These activities are only part of the marketing process which is in fact about identifying the wants and needs of certain customers and satisfying them better than the competition. However, it must also be borne in mind that these needs and wants change over time as customers change positions in the customer lifecycle. The customer lifecycle of a Woolworths Financial Services personal loan customer is not unlike the generic customer lifecycle of acquisition, development and retention and as such aligns with the principles associated with this theory – acquire, develop and retain as many customers as possible at the lowest cost. The current marketing practices of Woolworths Financial Services are not targeted, focusing on the entire base of prospective customers without any differentiation between those who would most likely respond and those who would not. These practices, however, have provided the opportunity to gain valuable information about the characteristics of those who do respond and those who do not. The use of data mining and regression analysis models (developed on this data) can provide the ability to effectively predict the response curve – ranking and assigning probabilities based on customer behaviour. That being said, these probabilities are of little use if they are not used to optimise the structure of marketing campaigns by determining where to differentiate an offer or not. It is here that mathematical science provides a solution through the optimisation process – the process of computing the mix of variables that provides the best result – in this case the highest number of customers acquired, developed and retained within the constraints of a defined marketing budget. Finally, the result of this process culminates in an increase in shareholder value which would not have been achieved through existing marketing products. The risk associated with implementing this process is negligible, based on empirical evidence regarding the impact of differentiated offers on response rates and as such must be implemented wherever possible.
AFRIKAANSE OPSOMMING: Dit is ‘n algemene wanopvatting dat bemarking net oor advertensie en ander reklame aktiwitiete gaan. Hierdie aktiwiteite is slegs ‘n deel van die bemarkingsproses wat eintlik gaan oor die identifisering van die behoeftes van sekere kliënte en om hulle beter as die opposisie te kan bedien. Dit moet egter in gedagte gehou word dat die behoeftes van kliente oor tyd verander as hulle posisies skuif in die kliëntelewenssiklus. Die kliëntelewenssiklus van ‘n Woolworths Finansiële Dienste persoonlikeleningskliënt is nie anders as die gemiddelde kliëntelewensiklus van verkryging, ontwikkeling en retensie nie, en vergelyk dus met die beginsels wat met hierdie teorie geassosieer word – verkry, ontwikkel en behou so veel as moontlik kliënte teen die laagste koste. Die huidige bemarkingsprosesse van Woolworths Finansiële Dienste is nie beperk nie en fokus op die algehele moontlike kliëntebasis sonder om te onderskei tussen dié wat heel moontlik sal reageer en dié wat nie sal nie. Hierdie praktyk het egter die geleentheid geskep om waardevolle inligting te bekom oor dié wat reageer en dié wat nie reageer nie. Die gebruik van dataontleding en regressie analise modelle (ontwikkel op hierdie data) kan die vermoë skep om effektief die reaksiekurwe te voorspel – rangskikking en aanwysing van waarskynlikhede gebaseer op kliëntegedrag. Gegewe dié afleiding, is hierdie waarskynlikhede van geringe belang as dit nie aangewend word om die struktuur van die bemarkingsveldtog te optimeer deur te bepaal of ‘n aanbieding gewysig moet word of nie. Dit is hier waar wiskundige metodes ‘n oplossing bied deur die optimeringsproses – in hierdie geval die meeste kliënte wat verkry, ontwikkel en behou kan word binne die beperkinge van ‘n geïdentifiseerde bemarkingsbegroting. Ten slotte, die resultaat van hierdie proses lei tot ‘n toename in aandeelhouerwaarde wat nie moontlik sou wees deur bestaande bemarkingsprodukte nie. Die risiko met die implementering van hierdie proses is weglaatbaar klein, gebaseer op die empiriese bewyse aangaande die impak van gedifferensieerde aanbiedings op reaksiekoerse en moet dus geïmplementeer word waar moontlik.

Thesis (MBA)--Stellenbosch University, 2014.
Research on strategy has been focusing at organisational level, mostly on practices such as strategic planning, strategy workshops and consultancy practices. With the emergence of strategy-as-practice, the focus has been redirected to explore beneath organisational-level processes and bring to the fore the role that people play in the practice of strategy. This research project looked at the practice of strategy within the Namibia Financial Institutions Supervisory Authority (NAMFISA), the financial regulator in Namibia. Strategy is seen within this research project as something that is ‘done’ by actors who are referred to as ‘practitioners’ of strategy. Strategy-as-practice research is a relatively new field of strategy research. This assignment has aimed to add to the fast growing body of knowledge in the strategy-as-practice research field and it forms part of a collaborative between the University of Stellenbosch Business School (USB) and The Narrative Lab. The researcher explored how strategy is practised within NAMFISA, as the case study company. The assignment points out the strategy actors, the practices and processes they follow as well as the tools they use to plan and execute the NAMFISA strategy. The researcher took an activity-based view and paid special attention to practitioners, practices and praxis (Jarzabkowski, 2005) involved in strategising as well as the manner in which NAMFISA ‘does’ strategy. The system aspects of Biomatrix theory, namely environment, ethos, aims, processes, structure, governance and matter, energy and information (Mei), as described by Dostal, Cloete and Járos (2005), were also integrated into the research wherever they were deemed to affect the practice of strategy at NAMFISA. The above-mentioned aspects, in conjunction with the elements of the activity-based view and the strategising matrix (Jarzabkowski, 2005), shaped the basis for the analysis which was done using the ATLAS.ti tool. After the first analysis, a second analysis was performed using SenseMakerTM Explorer, another qualitative analysis tool which helped in gaining an in-depth understanding of the findings obtained using the ATLAS.ti tool. During the second analysis exercise, the respondents were requested to self-index their own narratives about the strategy activities at NAMFISA. Practices were found to be dominated by planning and discussions and praxis occurred predominantly at the meso level within NAMFISA. As the practice of strategy is entrenched, procedural strategising was found to be the most dominant of the strategising matrix, followed by interactive. No element of preactive strategising was observed. Planning was done by the executive and middle managers, mostly at annual strategic retreats. The use of external consultants was minimal. The research concluded with recommendations for further studies on strategy-as-practice research in Southern Africa.

Thesis (MComm)--Stellenbosch University, 2004.
ENGLISH ABSTRACT: The high degree of extant commoditisation of organizations and their value propositions in the financial services industry has necessitated organizations in the industry to seek differentiation from the competition. Innovation has generally been accepted as a way for organizations to create differentiation by adding value to the organization. Until recently the focus of innovation activities has been limited to the product or the service of the organization. Recent emphasis has however shifted the innovation mandate to more holistically consider the total experience the customer has when interacting with the organization. This study concerns itself with the organizational activities required to innovate the customer experience. The main argumentation adopted by the thesis suggests that organizations need to constantly leverage their connectivity, forward and backward in value systems, across organizational boundaries to enhance the customer experience innovatively. Leveraging the organization's connectivity creates advantages for both radical and incremental innovation management to thereby improve and sustain the organization's profitability. The study commences by critically analysing the total customer expenence and then describing how the customer experience can create differentiation for the organization. The second part of the study scrutinises innovation literature to gain an understanding of how and where organizations can benefit in the management of innovation. The third part of the study reveals multi-channel management as a method that can be utilised to deliver the customer experience innovatively and benefit the organization in the continuous innovation of the customer experience. The study culminates in a preliminary model that conceptualises the leveraging of connectivity in the innovation process necessary within the organization for the innovation of a differentiated customer experience. Limitations of the study are described, and recommendations are made for both further research and the application of the study to the business environment.
AFRIKAANSE OPSOMMING: Ondernemings in die finansiële dienste industrie ondervind huidiglik dat hul waardeproposisies relatief maklik in kommoditeite verander. Dit noodsaak ondernemings in hierdie industrie tot toenemende innoverende differensiasie om daardeur 'n voorsprong op konkurrente in die mark te verkry. Innovasie word algemeen aanvaar as die manier waarop organisasies waarde kan toevoeg om sodoende differensiasie te bewerkstellig. Tot onlangs was die fokus van innovasie-aktiwiteite beperk tot die produk of diens van 'n onderneming. Die moderne tendens is dat die klem in die innovasiemandaat verskuif om die totale ervaring in die interaksieproses tussen onderneming en kliënt holisties te benader. Hierdie studie konsentreer op die organisatoriese aktiwiteite wat benodig word in die innoveering van die kliënt se ervaring. Die hoof argument wat deur die tesis aanvaar word, beklemtoon dat ondernemings deurlopend hul konnektiwiteit voor- en terugwaarts in die waardesisteem, moet hefboom oor organisatoriese grense heen, om daardeur die innovasieproses van die kliënte-ervaring te bevorder. Om die onderneming se konnektiwiteit op hierdie wyse te hefboom, skep voordele vir beide radikale en inkrementele innovasie bestuur waardeur die onderneming se winsgewendheid volgehou en verbeter kan word. In die aanvang van die studie word gepoog om die totale verbruikerservaring krities te analiseer; daarna word uiteengesit hoe die kliënte-ervaring vir die onderneming differensiasie kan skep. Die tweede deel van die studie ondersoek literatuur wat betrekking het op innovasie om daardeur te verstaan hoe en waar ondernemings voordeel kan trek uit die bestuur van innovasie. Die derde deel van die studie stel multikanaal-bestuur voor as 'n metode om die beoogde kliënte-ervaring te weeg te bring, maar ook as 'n manier om die onderneming te bevoordeel in die deurlopende innovasie van die verbuiker se ervaring. Die studie resulteer in 'n voorlopige model wat die hefboom van konnektiwiteit in die innovasie proses vir 'n gedifferensieerde kliënte-ervaring konseptualiseer. Ten slotte word die beperkings van die studie omskryf en aanbevelings word gemaak vir beide navorsingsdoeleindes, en die toepassing van die studie tot die praktiese sakeomgewing.

Thesis (MBA)--Stellenbosch University, 2011.
ENGLISH ABSTRACT: In the world of business today, the reputation of an organisation matters tremendously. After the global financial crisis in 2008-2009, it has never been more difficult for organisations to maintain a positive reputation. The past decade differs from previous ones, as rules and regulations enforced by regulatory bodies are more rigid, public criticism and expectations are greater and the emotional contracts between employees and leadership are not as strong as they once were. The financial services industry, in South Africa and abroad, has been inundated by unethical behaviour and the global downturn has exacerbated this problem. In light of the revelations that have come to pass worldwide, the magnifying glass has been firmly fixed on companies operating within the financial services sector. The crisis has led to numerous companies questioning and reviewing their own compliance and organisational practices to establish whether they are ethical. In the South African financial services industry there has been a war raging among organisations fighting for market share. With the increased competition levels among businesses, there is a desire to find new and creative ways of achieving competitive advantage. Business ethics, therefore, has become essential in the conducting of any type of business. The competitive advantage of business ethics revolves around the building of relationships with organisational stakeholders based on its integrity, which will maintain these relationships. By establishing an ethics programme, an organisation could enable the management of business ethics in the workplace. Ethics programmes often convey the values of the organisation, making use of policies and codes to guide behaviour and the decision-making process of stakeholders. These programmes could be used, during turbulent times, to maintain a moral path, especially when leaders require a clear moral compass for guidance. This moral compass function is also very helpful for new employees, as they may need to be familiarised with ethically correct behaviour within the organisation that aligns with its values. If employees are satisfied with the ethics programme, it could work as a mechanism to stimulate productivity, teamwork and to motivate personnel. A study was conducted within a private sector organisation in the South African financial services industry with a focus on evaluating the effectiveness of their ethics programme. The findings from the fieldwork established that the ethics programme of the organisation was found to be highly effective, as perceived by both employees and directors. An effective ethics programme means that the ethical culture of the organisation is strong. The findings serve to confirm that, by monitoring the key variables that play an important role in predicting the effectiveness of ethics programmes, organisations can achieve a positive result by knowing what the impact of potentially harmful behaviour can have on the ethical climate and culture. The findings also serve to confirm that an effective ethics programme can become a source of competitive advantage if engaged correctly by the entire organisation. This study may be used to argue that sound business ethics and ethics programmes can be viewed as a new competitive advantage that organisations require for long-term sustainability and business success.
AFRIKAANSE OPSOMMING: In vandag se sakewêreld is die reputasie van ’n organisasie geweldig belangrik. Sedert die globale finansiële krisis in 2008-2009 is dit vir organisasies moeiliker as ooit om ’n positiewe reputasie te handhaaf. Die afgelope dekade is anders as die voriges omdat reëls en regulasies wat deur reguleringsliggame afgedwing word, meer rigied is, openbare kritiek en verwagtinge groter is, en die emosionele kontrakte tussen werknemers en leierskap nie meer so sterk is as vroeër nie. Die bedryf van finansiële dienste – in Suid-Afrika en in die buiteland – is erg geteister deur onetiese gedrag, en die globale insinking het dié probleem vererger. In die lig van onthullings wat wêreldwyd plaasvind, word die vergrootglas ferm gerig op maatskappye wat binne-in die finansiëledienste-sektor sake doen. Die krisis het tot gevolg gehad dat talle maatskappye hul eie reëlnakoming en organisatoriese praktyke bevraagteken en hersien om vas te stel of hulle wel eties is. In die Suid-Afrikaanse (SA) finansiëledienste-bedryf het daar onder organisasies ’n oorlog om markaandeel gewoed Met die toenemende vlakke van mededinging onder sake-ondernemings, is daar ’n begeerte om nuwe en kreatiewe maniere te vind om mededingende voordeel te bereik. Sake-etiek het dus noodsaaklik geword om enige soort besigheid te bedryf. Die mededingende voordeel van sake-etiek draai om die bou van verhoudings met organisatoriese aandeelhouers, gebaseer op hul integriteit wat hierdie verhoudings in stand gaan hou. Deur die vestiging van etiese programme kan ’n organisasie die bestuur van sake-etiek in die werkplek moontlik maak. ’n Etiese program dra dikwels die waardes van die organisasie oor met die gebruik van beleid en kodes as riglyne vir gedrag en die besluitnemingsproses van aandeelhouers. Hierdie programme kan in onstuimige tye gebruik word om ’n morele weg te handhaaf, veral wanneer leiers ’n helder morele kompas nodig het vir leiding. Die funksie van hierdie morele kompas is ook baie nuttig vir nuwe werknemers omdat hulle vertroud wil raak met eties korrekte gedrag binne-in die organisasie wat in lyn is met sy waardes. As werknemers tevrede is met die etiese program, kan dit dien as meganisme om produktiwiteit en spanwerk te stimuleer, asook om hulle te motiveer. ’n Studie wat binne-in ’n organisasie in die private sektor van die Suid-Afrikaanse finansiëledienste-bedryf gedoen is, het gefokus op evaluering van die doeltreffendheid van hul etiese program. Die bevindings van die veldwerk het gestaaf dat die etiese program van die organisasie hoogs doeltreffend was, soos waargeneem deur die werknemers en direkteure. ’n Doeltreffende etiese program beteken dat die etiese kultuur van die organisasie sterk is. Die bevindings dien as bevestiging dat, deur die monitering van die belangrikste veranderlikes wat ’n belangrike rol speel in die voorspelling van die doeltreffendheid van etiese programme, organisasies ’n positiewe uitslag kan bereik indien hulle weet wat die impak van potensieel skadelike gedrag op die etiese klimaat en kultuur kan hê. Die bevindings bevestig ook dat ’n doeltreffende etiese program ’n bron van mededingende voordeel kan word as dit korrek deur die hele organisasie omarm word. Hierdie studie kan gebruik word in ’n betoog dat gesonde sake-etiek en etiese programme beskou kan word as ’n nuwe mededingende voordeel wat organisasies benodig vir langtermynvolhoubaarheid en sake-sukses.