Dissertations / Theses: 'Quality control – Standards – South Africa'

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Dase, Bonginkosi. "Impact of ISO 9000 certification on quality management practices among SMEs in the Western Cape, South Africa." Thesis, Cape Peninsula University of Technology, 2016. http://hdl.handle.net/20.500.11838/2383.

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Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2016.
The study has been carried out on impact of implementing ISO standards on SMEs to seek general evaluation of its benefits. The purpose of this paper is to outline the benefits of ISO implementation on South African small- and medium-sized enterprises (SMEs). The SME sector is the backbone of developed economies, which is regarded as the engine of growth for economies all over the world. For developing countries, SMEs often offer the only realistic prospects for increases in employment since they employ the largest percentage of the workforce population. With the trend towards global market orientation and trade liberalisation, SMEs are moving towards implementing quality systems. The empirical study aims to explore current implementation of quality management tools and advanced improvement techniques in the Western Cape SMEs, in order to understand what factors impact on how quality control is managed. Two main categories are analysed, namely tangible and intangible. This study will assist other SMEs in developing countries on ISO 9000 implementation. This study is restricted to small and medium-sized companies in South Africa implementing ISO system and other quality tools or techniques. Data collection of this study is done based on a combination of survey questionnaires and interviews with managers, supervisors and general staff.

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Siebritz, Marjorie Dawn. "Determination of international customer satisfaction levels in terms of service quality at Cape Point National Park." Thesis, Cape Peninsula University of Technology, 2012. http://hdl.handle.net/20.500.11838/1597.

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Tourism has been an important economic activity in the Western Cape as it creates employment for local citizens and generates income for the province. In order for tourism to be a constant income generator, services that are offered at various accommodation establishments, attractions, restaurants and visitor information bureaus should be outstanding, as service excellence and effective word-of-mouth advertising will generate repeat business.

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Kanakana, Mukundeleli Grace. "An assessment of the challenges and successes experienced when implementing the six sigma methodology in Continental Tyre South Africa." Thesis, Nelson Mandela Metropolitan University, 2006. http://hdl.handle.net/10948/531.

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Globalisation has opened up international markets for South African companies, but has also introduced competition in the domestic market. As a result, South African organisations are forced to attain global efficiency levels if they are to compete on the world market as well as maintain their domestic market share. Organisations have to come with creative methods that can enhance their competitiveness, one of them being the Six Sigma. Six Sigma is a measurement-based strategy that focuses on process improvement and variation reduction as a means towards performance improvement. The methodology has a reputation of success, however a number of organisations believe that the methodology is not relevant to their specific competitive needs. Six Sigma is seen as another continuous improvement tool applicable to first world country organisations which will fade away with time. The study was undertaken to find out challenges and successes of implementing a Six Sigma methodology at Continental Tyre SA. The findings of the study revealed that the experience of implementing Six Sigma methodology at Continental Tyre SA is similar to those experienced by first world organisations. It is concluded that Six Sigma methodology can improve organisation processes and yield financial benefits irrespective of organisation location or background. However, organisations must follow a systematic guideline when implementing the methodology. The study provides recommendations on how Continental Tyre SA can align their strategy in order to achieve organisational objectives. The following recommendations were made: Roll out Six Sigma to support departments; Align the strategy to address critical success factors; Improve project turnover time and measure the success on financial savings and number of projects completed.

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Chapano, Munodani. "The impact of high performance work practices on project performance in selected construction companies in Cape Town, South Africa." Thesis, Cape Peninsula University of Technology, 2017. http://hdl.handle.net/20.500.11838/2532.

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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2017.
The purpose of this study was to determine the impact of four High Performance Work Practices (HPWPs) on project performance in selected construction companies in Cape Town, South Africa. The four HPWPs comprised: recruitment and selection (RS); performance appraisal (PA); training and development (TD); and compensation system (CS). The study employed a positivist philosophy utilizing the survey method to collect data from 70 employees who were drawn from a select group of multi-project construction companies in Cape Town, South Africa. The respondents comprised employees who worked as project team members and line staff/ administrative staff. Non-probability sampling procedure in the form of convenience sampling technique was used for the selection of five (5) construction organisations in Cape Town, South Africa. Probability sampling procedure in the form of stratified sampling technique was employed in the selection of the respondents to complete the questionnaire.Collected data was captured and analyzed using the Statistical Package for the Social Sciences (SPSS) version 24. The main research question of the study was: What is the relationship between the four HPWPs and project performance? The results indicate that CS has a weak positive relationship with project performance, whereas TD, PA and RS have weak negative relationships with project performance. It also emerged that there are other factors that significantly affect project performance other than the HPWPs investigated.The results of this study are significant because they provide a unique view of the work environment that has been insufficiently examined. Also, very few studies have focused on the above four universal HPWPs, which this study was earmarked for. The results that are obtained from this study significantly add to the overall body of knowledge pertaining to theories and their application in HRM, project performance and multi-project environments issues.

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Roems, Raphael. "The implications of deviating from software testing processes : a case study of a software development company in Cape Town, South Africa." Thesis, Cape Peninsula University of Technology, 2017. http://hdl.handle.net/20.500.11838/2686.

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Thesis (MTech (Business Information Systems))--Cape Peninsula University of Technology, 2017.
Ensuring that predetermined quality standards are met is an issue which software development companies, and the software development industry at large, is having issues in attaining. The software testing process is an important process within the larger software development process, and is done to ensure that software functionality meets user requirements and software defects are detected and fixed prior to users receiving the developed software. Software testing processes have progressed to the point where there are formal processes, dedicated software testing resources and defect management software in use at software development organisations. The research determined implications that the case study software development organisation could face when deviating from software testing processes, with a focus on function performed by the software tester role. The analytical dimensions of duality of structure framework, based on Structuration Theory, was used as a lens to understand and interpret the socio-technical processes associated with software development processes at the case study organisation. Results include the identification of software testing processes, resources and tools, together with the formal software development processes and methodologies being used. Critical e-commerce website functionality and software development resource costs were identified. Tangible and intangible costs which arise due to software defects were also identified. Recommendations include the prioritisation of critical functionality for test execution for the organisation’s e-commerce website platform. The necessary risk management should also be undertaken in scenarios with time constraints on software testing, which balances risk with quality, features, budget and schedule. Numerous process improvements were recommended for the organisation, to assist in preventing deviations from prescribed testing processes. A guideline was developed as a research contribution to illustrate the relationships of the specific research areas and the impact on software project delivery.

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Van, Reenen Olaf Pieter. "Eskom nuclear generation : risk mitigation through quality management development of small suppliers." Thesis, Cape Peninsula University of Technology, 2009. http://hdl.handle.net/20.500.11838/1223.

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Thesis (MTech (Quality)--Cape Peninsula University of Technology, 2009
There is a South African Government initiative to use State-owned Enterprises (SOE’s) to roll out a programme for the development and stimulation of local small businesses in South Africa. The state has requested SOE’s to set targets on a voluntary basis to increase trade with small businesses, with the purpose of developing small enterprises to eventually enhance skills transfer, training and employment. However, when large customers such as Eskom Nuclear Generation require ISO certification as a prerequisite for a supplier to provide goods and/or services to them, most small businesses are unable to comply. The requirement of ISO9000 compliance inhibits the ability of most small businesses to compete with their larger counterparts. Small businesses constitute as much as 90% of most world economies. They have many advantages to offer customers, such as a high level of flexibility, innovation and responsiveness to customer needs. These attributes can introduce healthy competition to the supply chain. Small businesses, by their very nature experience more risks, such as a higher vulnerability to volatile market forces and skills loss. In addition, they are generally less specialised. They are under continuous competitive pressure, and are generally not able to provide assurance of a sustainable product over a longer period. Although there is an imperative to develop and use small suppliers, they introduce higher risk to the supply chain. The primary research objective of this dissertation is to develop a robust model to identify risks inherent to small businesses, and to propose measures to mitigate such risks. A classification of problems with small suppliers that have occurred at Koeberg Nuclear Power Station over a period of 3 years (from June 2005 to May 2008), will form the basis of the research methodology. The anticipated findings of the research include the following. _ Several common critical issues of failure will be identified in the internal processes of small suppliers, with variations between types of suppliers, which will indicate which elements within the context of ISO9000 can be applied to address shortcoming in the suppliers’ processes. _ A matrix will be compiled from this by which the customer can identify the type of supplier, the types of risks inherent to that supplier, and which elements of ISO9000 the customer should insist upon to be adopted into an elementary quality management system of that small supplier. This should be executed as part of a larger supplier development programme.

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Rarani, Manelisi. "Quality assurance in low-cost housing construction projects in the metropole." Thesis, Cape Peninsula University of Technology, 2013. http://hdl.handle.net/20.500.11838/2054.

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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2013.
In 1994, the South African government introduced low-cost housing construction through Reconstruction and Development Programme. The programme was intended to improve the quality of lives of the country's citizens. Many communities across the country benefited from the programme. However, concerns regarding the quality of low-cost housing produced through this programme have been raised. The programme has produced low-cost housing with many structural defects such as gaping wall cracks, roof leaks, unstable roof, water penetration and seepage. To protect the beneficiaries of low-cost housing against the inferior workmanship, unsuitable material and inappropriate construction methods, building standards and regulations have been introduced. The low-cost housing inspectors have been given power to enforce and ensure that the building standards and regulations are followed and met by low-cost housing contractors. Regardless of the measures, the programme still produces low-cost housing built with many structural problems. Hence, the researcher has conducted a research to assess the effectiveness and adequateness that inspection process contributes to quality assurance in low-cost housing construction projects in the Metropole. The findings of the research provided an overall low-cost housing inspectors' experience in the construction industry, education, training, knowledge, roles and responsibilities and the perception of the low-cost housing inspectors on the current housing inspection. The primary conclusion of this research suggest that the low-cost housing inspectors lack training in housing inspection, are not aware of their roles and responsibilities and lack knowledge in building standards and regulations. This resulted to failure to enforce and ensure that the contractors comply with building standards and regulations during the low-cost housing construction projects in the Metropole. The primary recommendations are to establish a standard continuous training and education for low-cost housing inspectors. Provide courses and training to improve the level of knowledge of building standards and regulations by low-cost housing inspectors and review the roles and responsibilities of low-cost housing inspectors and establish awareness of them among the affected parties.

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Valentine, Lucrecia Zinobia. "Food certification audits : a case study in the Western Cape." Thesis, Cape Peninsula University of Technology, 2008. http://hdl.handle.net/20.500.11838/1217.

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Thesis (MTech (Engineering))--Cape Peninsula University of Technology, 2008
While there is a standard for quality and environmental auditors, there is no local or international standard for food safety auditing, which means auditors from different certification bodies can use their own discretion when auditing food establishments. There is a requirement to investigate the quality of work performed by South African food safety auditors. in order to establish whether they do in fact add value when conducting registration and certification audits. This is also an indication of the importance of improving and maintaining a high standard of food safety in the food services industry. The overall concept of food safety in South Africa IS clearly not defined. understood by only a few consumers, and not widely accepted. Research has shown that food retailers in South Africa in general do not believe food safety auditors are competent. In the wake of the Sudan Red scare two years ago. a long awaited food safety initiative was launched in February 2006. The scare pertaining to a carcinogenic food dye. which found its way into spices on local supermarket shelves, mobilized food industry role players to improve food safety standards. Under the auspices of the Consumer Goods Council of South Africa (CGCSA), the body responsible for establishing best practices and implementation standards, Food Safety South Africa (FSSA) will enable an organization to determine the exact nature and extent of possible and actual problems along the food supply chain. The key objectives of this research study are to determine whether one food certification standard is needed in South Africa and to assess the value added by the food auditors to their clients. Social research will be conducted within the ambit of the dissertation, with case study serving as research method. Both quantitative and qualitative research paradigms will be used to gather data for the research survey in support of the research question. forming the crux of the dissertation which reads as follow: "How can food safety auditors increase value added to the audit process in food environments in South Africa?"

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Simpson, Antony Paul. "Applicability of ISO 9000 in the service industry : University of Stellenbosch Business School case study." Thesis, Stellenbosch : Stellenbosch University, 2007. http://hdl.handle.net/10019.1/49208.

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Thesis (MBA)--Stellenbosch University, 2007.
ENGLISH ABSTRACT: In the face of increasing competition, Business Schools increasingly have to evaluate the quality of the service that they offer to current and prospective students. The most significant factor affecting an organisation's performance is the quality of its products and services in relation to the products and services of competitors. Measurement of service quality is a function of customer satisfaction, which in tum is based on a perception of how the service conforms to prior expectations thereof. A widely accepted method of quality assurance used in industry is ISO 9000 certification. For academic institutions the de facto method of providing confidence in the quality of the education they offer is through academic accreditation. The University of Stellenbosch Business School (USB) is unclear - in the light of its academic accreditations - of the benefits to be derived from implementing ISO standardisation within the organisation. The iso 9000 series is a set of quality standards, of which ISO 900 I: 2000 is one, which is primarily concerned with the quality management process. It deals with what the organisation does to enhance customer satisfaction by meeting customer and applicable regulatory requirements, and to continually improve the organisations performance in this regard. It is important to note that compliance with ISO standards is not intended to guarantee the quality of a product or service, it is however intended to provide confidence in the processes which produced or delivered the product or service. In evaluating the applicability of ISO 9000 in the service industry, it is concluded that there is little difference from how its standards and guidelines apply in manufacturing to how they apply in service industries. The USB is found to have implemented an extensive quality management system in order to attain various academic accreditations, most notably EQUIS accreditation. Thus from an academic perspective there would be little to gain from USB implementing ISO 9001: 2000, even though the standard is perfectly suited for academic environments. Where advantages would most likely be realised is in the peripheral business and support functions of the USB.
AFRIKAANSE OPSOMMING: In die aangesig van toenemende mededinging moet bestuurskole gereeld die kwaliteit van diens wat hulle aan huidige en voomemende studente bied, evalueer. Die mees veelseggende faktor in 'n organisasie se prestasie is hoe die kwaliteit van sy produkte en dienste vergelyk met die van sy mededingers. Die meet van die kwaliteit diens wat 'n organisasie lewer is 'n funksie van die tevredestelling van kliente, wat op sy beurt weer gebaseer is op insig tot die wyse waarop die diens ooreenstem met die oorspronklike verwagtinge daarvan. ISO 9000 sertifikasie word algemeen aanvaar in industrie as 'n betroubare maatstaf waarteen kwalitieit gemeet word. Vir akademiese instellings is die de facto metode om vertroue te wek in die kwaliteit van die opleiding wat hulle aanbied, deur middel van akademiese akkreditasie. Vir die Universiteit van Stellenbosch Bestuurskool (USB) is dit in die lig van hulle akademiese akkreditasie onduidelik wat die voordele verbonde aan die implementering van ISO standaardisering binne die organisasie sou wees. Die reeks ISO 9000 is 'n stel kwaliteitstandaarde, waarvan ISO 900 I: 2000 een is, en is hoofsaaklik gemoeid met die proses van kwaliteitsbestuur. Dit bemoei hom met die stappe wat 'n organisasie neem om klientebevrediging te bevorder deur die bereiking van die vereistes van beide sy kliente en die toepasbare voorskrifte. Dit is belangrik om daarop te let dat 'n onderworpenheid aan ISO standaarde geensins die bedoeling het om die kwaliteit van 'n produk of diens te waarborg nie - die oogmerk is egter om vertroue te wek in die prosesse wat die produk of diens veroorsaak of gelewer het. Deur die toepasbaarheid van ISO 9000 in die diensbedryfte evalueer, is dit vasgestel dat daar inderdaad min verskil is tussen die wyse waarop hierdie standaarde en riglyne van toepassing is in die vervaardigingsektor en hoe dit toegepas word in diensbedrywe. Dit is vasgestel dat USB 'n verreikende kwaliteitsbestuursisteem in werking het om verskeie akademiese akkreditasies te bekom, veral die EQUIS akkreditasie. Die gevolgtrekking is dat daar vanuit 'n akademiese oogpunt min rede is vir USB om ISO 900 I: 2000 te implementeer, selfs al is hierdie standaard goed van toepassing op 'n akademiese omgewing. Waar dit tot sy beste voordeel toegepas kan word, is in die omliggende sake- en ondersteuningsfunksies van USB.

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Bimray, Portia Benita. "Die bepaling van standaarde vir 'n omvattende opvolgdiens aan onkologiepasiente op die Wes-Kaapse platteland." Thesis, Stellenbosch : Stellenbosch University, 2000. http://hdl.handle.net/10019.1/51693.

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Thesis (MCur)--Stellenbosch University, 2000.
ENGLISH ABSTRACT: Against the background of the approach to make the follow up care to oncology patients more accessible and with the emphasis on quality care, it was indicated that this service needs to be evaluated. A study based on a combination of qualitative and quantitative methods (also called triangulation) was conducted to formulate structure, process and outcome standards for a comprehensive follow up care for the oncology patients and to evaluate this service according these standards. The most important results are: • The quality of care relating to the structure standards was optimal regarding the organization of the patient's visits, follow up treatment and referrals. A suboptimal standard was found regarding the general management system. • In the process standards focusing on the physical and psychosocial needs of the patient, a suboptimal standard was found regarding all aspects. Nursing practice leading to subobtimal care of patients is a major cause for concern. • With the outcome standards reflecting in patient satisfaction, positive as well as negative opinions and perceptions were found. Recommendations include: • Upgrading of management systems • Empowerment of the nurses with knowledge and scientific competencies • Attention to the opinions and perceptions of the patients to completely involve the patient in the service and treatment process. Keywords: Oncology follow up service I formulation of structure, process and outcome standards.
AFRIKAANSE OPSOMMING: Teen die agtergrond van die benadering om opvolgdienste meer toegangklik te maak vir onkologiese pasiënte, met die beklemtoning van gehaltesorg, is dit aangedui dat hierdie diens geëvalueer moes word. 'n Studie gebaseer op 'n kombinasie van kwalitatiewe en kwantitatiewe metodes (genoem triangulasie) is uitgevoer om struktuur, proses en uitkomsstandaarde vir 'n omvattende opvolgdiens aan onkologiepasiënte te formuleer en die diens aan die hand daarvan te evalueer. Die belangrikste resultate is: • Die gehalte van sorg wat verband hou met die struktuurstandaarde was net optimaal ten opsigte van die organisasie van die pasiënt se besoeke, opvolgbehandeling en verwysings. 'n Suboptimale standaard is gevind ten opsigte van die algemene bestuurstelsel. • In die prosesstandaarde wat fokus op die fisiese en psigososiale behoeftes van die pasiënt, is 'n suboptimale standaard in alle aspekte gevind. Verpleegpraktyk wat lei tot suboptimale sorg van pasiënte is 'n groot bron van kommer. • Met die uitkomsstandaarde wat reflekteer in pasiënttevredenheid is positiewe maar ook negatiewe opinies en persepsies gevind. Aanbevelings sluit in: • Verbetering van bestuurstelsels • Bemagtiging van die verpleegkundige met kennis en wetenskaplike vaardighede • Aandag aan pasiënte se opinies en persepsies ten einde die pasiënt ten volle te betrek by die hele diens en behandelingsproses. Sleutelwoorde : Onkologiese opvolgdiens / formulering van struktuurproses en uitkomsstandaarde.

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Barlow, Hilary Joan. "An evaluation of neonatal nursing care in selected hospitals in the Western Cape." Thesis, Stellenbosch : University of Stellenbosch, 2003. http://hdl.handle.net/10019.1/16253.

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Thesis (MCUR)--University of Stellenbosch, 2003.
ENGLISH ABSTRACT: South Africa has a proud history of a high standard of health care delivery in State funded hospitals. This implies that high standards of education and care in both medical and nursing training have been achieved. The care of sick and premature newborn infants by nurses is a speciality that has evolved worldwide over the last forty years as a result of various technological developments. In order to ensure the standard of care delivered, protocols of care should be available for nurses to refer to and to measure their work against. There were no protocols of care available in the two Neonatal Units (NICUs) used in this study. Using a non-experimental, exploratory descriptive design, the researcher set about measuring the quality of nursing care in the NICUs. Standards (structure, process and outcome) were written by the researcher, and validated. The results showed that the standards were not met at an acceptable level in various areas. One of the areas of great concern was the lack of effective hand washing. Outcome standards which reflect the consequences of care indicated serious shortages of staff in some cases and insufficient staff training. Recommendations are that a Quality Assurance Program should be introduced with training and education of the nurses working in the NICUs and the introduction of evidencebased practice. Future research should aim at showing the way to improve the service delivered.
AFRIKAANSE OPSOMMING: Suid-Afrika het ‘n trotse geskiedenis van ‘n hoë standard van gesondheidsorgdienslewering in Staatsbefondsde hospitale. Dit impliseer dat hoë standaarde in mediese en verpleegopleiding bereik is. Die versorging van siek en premature pasgebore babas deur verpleegkundiges is ‘n spesialiteit wat oor die afgelope veertig jaar wêreldwyd ontwikkel het as gevolg van verskeie tegnologiese ontwikkelings. Ten einde te verseker dat ‘n hoë standard van sorg gelewer word, moet protokolle beskikbaar wees vir verpleegkundiges om te gebruik en hulle werkverrigting teen te meet. Daar was geen protokolle beskikbaar in die twee neonatale eenhede wat in hierdie studie gebruik is nie. ‘n Nie-eksperimentele, verkennende, beskrywende ontwerp is deur die navorser gebruik om die gehalte van verpleegsorg in die neonatale eenhede te evalueer. Standaarde (struktuur, proses en uitkoms) is deur die navorser opgestel en gevalideer. Die resultate toon aan dat die standaarde in verskeie areas nie aanvaarbaar nagekom word nie. ‘n Kommerwekkende bevinding was die afwesigheid van effektiewe was van hande. Uitkomsstandaarde wat die resultaat van sorg weerspieël, het aangedui dat daar ernstige tekorte aan personeel in sommige gevalle bestaan het asook onvoldoende opleiding van personeel. Aanbevelings is dat ‘n Gehalteversekeringsprogram ingestel behoort te word en met die opleiding van verpleegkundiges werksaam in die neonatale eenhede en evidence-based practice aangespreek moet word. Toekomstige navorsing behoort aan te dui hoe om die diens wat gelewer word, te verbeter.

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Nguenang, Lionel Bell. "An approach to six sigma implementation in South African enterprises." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/1213.

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Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2010
To succeed in the global market, South African enterprises need an overall operational excellence which is a key requirement for any business to sustain competiveness and growth. To effectively respond to the constant flexibility of customer demands, many quality initiatives have been developed to assist business organisations in the quest for excellence. Quality management has evolved over the years from a simple product inspection, to a modern management system that requires the involvement of the entire workforce and other stakeholders to work closely, toward customer satisfaction. Currently, the most used quality concepts by organisations throughout the world are ISO 9001(2008); Total Quality Management; Just in Time; and Six Sigma. Among these quality initiatives, Six Sigma has emerged as the most powerful quality improvement strategy. In South Africa (SA), business organisations have adopted several quality initiatives to cope with the challenges of globalisation. Six Sigma is one of the latest quality initiatives that many businesses in SA are using or considering as a mechanism to strengthen their product or service quality. This study explores a Six Sigma model for implementation in the context of the South African business environment. As less than ten percent of organisations worldwide have recognised the tremendous effects of Six Sigma in boosting their productivity and financial profit, it becomes extremely important to understand the complexity and critical aspects behind Six Sigma implementation, that organisations in SA must recognise when implementing Six Sigma. This study can assist many industries in SA, as well as those in other developing nations, who have not yet experienced Six Sigma implementation, to become aware of the complexity and critical elements of this quality approach.

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Shippey, Theodore Clive. "Standards and quality in higher education." Thesis, Cape Technikon, 1994. http://hdl.handle.net/20.500.11838/1987.

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Thesis (Laureatus in Technology (Teacher Education)) -- Cape Technikon, Cape Town,1994
The main hypothesis underlying this study has been formulated on the basis of an identified need in the Republic of South Africa (RSA) for a means of ensuring and preserving acceptable standards (by international norms) and quality in higher education. It has been assumed that this need may partially be met by the adaptation of selected overseas systems of quality control and systems of evaluation and accreditation of standards. The emphasis throughout is on intelligent, selective adaptation of successful attempts at controlling and managing standards and quality in higher education. One of the primary reasons for the establishment of a model for the preservation and enhancement of standards in higher education in the RSA, becomes clear when one identifies the emergence of a growing number of aspirant students. Many of those students attended schools where neither the tuition nor the facilities provided a suitable foundation for further studies at an advanced level. A further need for such a model is related to great pressures to lower standards which are being exerted by political and social groups and the prevailing views amongst many educators that a decrease in standards is inevitable. The hypotheses that will be tested include the assumption that a lowering of standards will seriously affect industry, commerce, and the whole social fabric and ultimately the credibility of South Africa's higher educational institutions and the acceptability of their graduates. This study is therefore aimed primarily at focusing attention on the need for an awareness amongst the higher educational community, and other communities, of the implications of vastly increased enrolments of under-prepared students.

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Mayongo, Nwabisa. "Evaluating the quality of the national government self-help housing scheme in the Western Cape; before and after NHBRC involvement." Thesis, Cape Peninsula University of Technology, 2018. http://hdl.handle.net/20.500.11838/2819.

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Thesis (MTech (Business Administration in Project Management))--Cape Peninsula University of Technology, 2018.
According to Section 26 (1) of the constitution of Republic of South Africa, everyone has a right to have a satisfactory house to restore and honour the dignity of the South Africans. However South African government implemented several housing programmes to bridge the gap of housing backlog in South Africa. One of the housing programmes that South African government implemented is People Housing Process (PHP). It was approved in 1998 by South African government. South African government shifted focus on the quality of houses and mainly focused on the quantity of houses delivered through the financial year. There have been a lot of quality complaints on PHP. The quality defects are signs of foundation failures, cracks on foundations, water flooding around the houses, water not properly channelling to the drain, cracks on walls, dampness of walls, mould on walls, water seeping through the windows, poorly applied external plaster, incorrect bonding of internal walls to external walls, walls that are not straight walls, sagging ceiling panels, gable not properly filled with mortar, roof structure not properly tied up, sagging roof coverings, roof leaks, sagging roof tiles and ridges, rust on painted iron material, poor quality of blocks used, insufficient cement on mortar mix and peeling off paint. National Home Builders Registration Council (NHBRC) are the custodians of the home building industry. They were excluded from PHP from 1998 till March 2012. NHBRC was approved to inspect PHP house in April 2012. Thus, the aim of the study was to compare the houses that were built before NHBRC involvement in PHP with those that were built after NHBRC involvement in PHP. The sample included 50% of each of the two groups (those in houses built without NHBRC involvement and those built with NHBRC involvement), the research involved at least 50 respondents per group (McMillan, et al 2001:177 – recommends 15 respondents per group). The sample size per group has been put at 50 since the larger the sample the higher the accuracy. The study is classified as quantitative research because it intended to quantify the variation in occurrence, situation, problem or issue; the information was gathered using predominantly quantitative variables and the analysis was geared to ascertain the magnitude of the variation. The findings of the study revealed that the quality of the houses that were built under PHP programme before NHBRC intervention on PHP was not up to standard however the quality on those that were built after NHBRC involvement improved. Therefore it is recommended for Western Cape government to implement the rectification programme which was approved by National Department of Human Settlements in 2009 mainly focusing on houses that have been severely structurally compromised and are regarded as unfit for human habitation as it poses a threat to the health and safety of the occupants (The National Housing Code, 2009: 11-13).

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Naledzani, Zwiafhela. "An economic assessment of the implications of changes in wheat quality standards in South Africa." Diss., University of Pretoria, 2018. http://hdl.handle.net/2263/65924.

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South Africa has been a net importer of wheat for the past two decades. Due to the inverse relationship between quality and yields, it has been argued that the pursuit of the high wheat quality standards as set by government has led to greater financial loss, rather than financial gain. Various stakeholders in the wheat value chain are said to lose more than they gain from the high quality standards that are required to be maintained. Given the industry claims of the required wheat quality standards being too high, the aim of the study is to evaluate the economic implications of government intervention in the wheat industry through their enforcement of quality standards. The specific objectives of this study have become the determination of historic output changes of bread-baking wheat and non-bread-baking wheat in the South African wheat industry, and to determine the returns from the current government-required wheat quality standards. The Fisher Divisia index method was used to determine the historic output changes of bread-baking wheat and non-bread-baking wheat in the South African wheat industry. It was found that the output of both non-bread-baking and bread-baking wheat quality had a declining rate. However, the output of wheat of bread-baking quality was declining at a faster rate than that of wheat of non-bread-baking quality. To determine the returns from the current wheat quality standards, econometric modelling was used along with a benefit-cost analysis. It was found that the application of quality standards as set in the Agricultural Product Standards Act No. 119 of 1990 (APS) has led to an average total cost of R45.6 million and associated benefits of R28.2 million between 1999 and 2014. This has resulted in a benefit-cost ratio of 0.62. This implies that for every Rand invested in public breeding for quality improvement, 38 cents has been lost. This further suggests that for any amount invested in breeding solely for the purposes of quality improvement, a significant amount has not been recovered. There are therefore cogent reasons to consider reforming the Agricultural Product Standards Act.
Dissertation (MSc (Agric))--University of Pretoria, 2018.
Agricultural Economics, Extension and Rural Development
MSc (Agric)
Unrestricted

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Le, Roux Martyn. "Defect in the South African construction industry." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1020320.

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Lack of quality in the South African construction industry is causing various problems for different stakeholders. The causes of this lack in quality are due to various different attributes. Corruption has become one of the leading causes with regards to lack of quality. Quality assurance can mitigate or eliminate defects through the implementation of a quality management system. Defects manifest primarily through cracking, dampness, detachment, and water leaks. Defects are categorized as structural, subsidence, acoustic and thermal. In terms of time, defects are either patent or latent, and can be discovered through observation, inspection and various tests. The causes of defects are ultimately due to error or omission, either during design or during the construction phases. Defects may also result due to procurement related factors, such as appointment of incompetent contractors. The result of defects is customer dissatisfaction, rework and disputes. Non-conformance to requirements results in rework and this in turn contributes to time and cost overruns. The aim of this research was to investigate the greatest cause that leads to defects in houses; the most common type of defect; and why projects fail in term of project management terms (due to defects). Results of quantitative research amongst professionals within the construction industry in the Western and Eastern Cape of South Africa as well as literature that has been reviewed form the basis of this study. Architectural practices, consulting engineering practices, and general building contractors were selected on a random sample basis, and surveyed using an online questionnaire. The study revealed that inadequate artisan skills is the biggest cause leading to defects in houses, and that cracks are the most frequent type of defect occurring. Projects fail in project management terms because of defects as the construction time of the projects are increased. The study revealed that construction related causes of defects dominate over design related causes. This study should be of value to both construction industry professionals as well as their clients.

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Harris, Maleecka. "Quality assurance in higher education: a managerial perspective at a university of technology." Thesis, Cape Peninsula University of Technology, 2008. http://hdl.handle.net/20.500.11838/1208.

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Dissertation submitted in fulfilment of the requirements for the degree Magister Technologiae: Quality in the Faculty of Engineering at the Cape Peninsula University of Technology 2008
Increasing customer demand for quality products and services have virtually forced organisations to adopt quality in every aspect of their business enterprises. Due to dynamic technological, political and economic changes in the world of business, the science of management is volatile. Higher Education Institutions are service providers and the customers thereof should be the focal point of their existence, requiring very specific structures to manage service quality within the various areas of application. After extensive research on customer complaint behaviours, the value of customer complaints have been highlighted, as it leads to useful insight into critical aspects pertaining to service organisations. Some customers 'pre-plan' complaints, and this act has been labeled as 'faked complaints'. This may lead to the organisation obtaining an image of service failure, however this is not a true representation of the organisation, thus impacting adversely on the efficiency of the organisation. The primary research objectives of this study are the following: ~ To identify key drivers underpinning complaints at the Cape Peninsula University ofTechnology (CPUT), in terms of service delivery. ~ To determine if management has a strategic focus on the quality of service to students at CPUT. ~ To demonstrate the impact that management has on the quality of service delivery. ~ To improve customer service at CPUT by minimizing complaints. It is anticipated that the research will lead to an improvement in the current state of service delivery at CPUT. By identifying and providing possible solutions to customer complaints and addressing problem areas, the research in addition should lead to improved communication between departments and communication between CPUT and its customers (students).

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Lutchmun, Thashveen. "Earnings quality and equity returns : evidence of the accrual anomaly from the South African equity market." Thesis, Rhodes University, 2015. http://hdl.handle.net/10962/d1017537.

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A key incentive for accounting research is to provide evidence on the usefulness of earnings in making economic decisions. Of particular interest over the last two decades is the issue of the quality of financial reporting, specifically the quality of earnings, given the number of global financial scandals reported during that period. The quality of earnings is driven by the choices, estimates and judgments that the accounting standards make available to managers in order to portray the firm’s economic position and performance in a timely and credible manner. However, this leeway in financial reporting also creates opportunities for earnings management. The objective of this thesis is firstly to establish whether earnings manipulation has had the ability to predict cross-sectional returns in South Africa during the 2007-2014 period. In other words, the purpose of this thesis is to find evidence whether the market reacts to earnings management practices, as measured by accruals, and rewards high earnings quality companies with higher equity returns (a process known as the accrual anomaly). The timeframe selected for the research encompasses the global financial crisis, a period in which accounting manipulation incentives are likely to be strong. Secondly, this study attempts to establish the presence of the accrual anomaly amongst growth and value firms. The motivations for earnings management of the former are expected to be strong. Securities are allocated to portfolios according to accruals and the subsequent equity returns are analysed cross-sectionally to establish the existence of the accrual anomaly and hence assessing the usefulness of earnings manipulation in predicting equity returns. To provide evidence for the presence of the accrual anomaly amongst growth and value shares, securities are independently allocated to portfolios according to their book-to-market ratio and accruals and a cross-sectional analysis is performed on their subsequent equity returns. In order to increase the robustness of the tests, two measures of accruals are used: a balance sheet approach and a cash flow measure. Evidence is provided for the presence of the accrual anomaly among South African listed companies for the balance sheet measure of accruals but not the cash flow approach. Whilst the accrual anomaly is significantly present in a growth-neutral-value construct, statistical significance is not established when growth and value shares are considered individually.

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Thomson, Steven Michael. "A standards-based security model for health information systems." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/718.

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In the healthcare environment, various types of patient information are stored in electronic format. This prevents the re-entering of information that was captured previously. In the past this information was stored on paper and kept in large filing cabinets. However, with the technology advancements that have occurred over the years, the idea of storing patient information in electronic systems arose. This led to a number of electronic health information systems being created, which in turn led to an increase in possible security risks. Any organization that stores information of a sensitive nature must apply information security principles in order to ensure that the stored information is kept secure. At a basic level, this entails ensuring the confidentiality, integrity and availability of the information, which is not an easy feat in today’s distributed and networked environments. This paved the way for organized standardization activities in the areas of information security and information security management. Throughout history, there have been practices that were created to help “standardize” industries of all areas, to the extent that there are professional organizations whose main objective it is to create such standards to help connect industries all over the world. This applies equally to the healthcare environment, where standardization took off in the late eighties. Healthcare organizations must follow standardized security measures to ensure that patient information stored in health information systems is kept secure. However, the proliferation in standards makes it difficult to understand, adopt and deploy these standards in a coherent manner. This research, therefore, proposes a standards-based security model for health information systems to ensure that such standards are applied in a manner that contributes to securing the healthcare environment as a whole, rather than in a piecemeal fashion.

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Steyn, Jacobus Nicolaas. "'n Makro-perspektief op kwaliteitsversekering in hoer onderwys : relevansie van die Britse en Nederlandse ervarings vir technikons in Suid Africa." Thesis, Cape Technikon, 1992. http://hdl.handle.net/20.500.11838/1882.

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Thesis (Masters Diploma(Educational Technology))--Cape Technikon, Cape Town, 1992
Quality assurance has emerged as a vital element in tertiary education management at both the macro- and the institutional levels in the Netherlands as well as the united Kingdom. Although, from the nature of the matter, the situation in South Africa would obviously differ from that in these two respective countries, it is clear that universities and technikons may both learn considerably from the British and Dutch experiences. However, in this study the focus will be on technikons. In both the Netherlands and Britain comprehensive quality assurance systems have been established within the realm of higher education during the past decade. Although this phenomenon was largely prompted by external pressures, educational institutions themselves, individually and collectively, contributed substantially to the present system. Characteristic of the Dutch and British dispensations is the willingness on the part of the authorities to create structures for quality assurance. Such structures are still largely absent in South Africa. Compared to the British and Dutch systems, there is, particUlarly within local university education, very little by way of collective structures and actions towards ensuring quality. The link between quality of education and state funding is well established in the overseas countries studied. As a corollary to this, various measuring instruments have been developed for the purpose of determining quality. In this respect it is significant that in the United Kingdom the emphasis is on performance criteria, while in the Netherlands preference is given to peer evaluation. Although the State may through its actions do a great deal to ensure quality of education, individual institutions cannot escape accountability for the development of self-evaluation systems and promoting an internal quality culture and value system aimed at enhanced quality. However, in the process it is important to maintain a balance between efficiency in terms of management and effectiveness in terms of output.

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Badenhorst, Marlene. "Governance as a quality paradigm." Thesis, Cape Peninsula University of Technology, 2009. http://hdl.handle.net/20.500.11838/1221.

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Thesis (MTech (Quality)--Cape Peninsula University of Technology, 2009
Corporate governance is viewed as one of the topical issues of the 21st century. Little focus has however been directed to date at the specific application of corporate governance to Information and Communication Technology (ICT) outsourcing companies. The research problem, which was researched reads as follows: “The application of inadequate or poorly formulated governance mechanisms within ICT outsourcing companies invariably lead to poor service delivery and substandard quality of outsourced deliverables, and which could ultimately lead to the outsourcing contract being cancelled at a significant loss of jobs and revenue to the industry”. The research question which was researched to mitigate the research problem, reads as follows: “Can a generic governance framework be formulated to address the specific governance requirements of ICT outsourcing organisations?” As a result, the objective of the research was to assess the extent to which known governance reference models, frameworks and standards address the specific governance requirements of ICT outsourcing companies. The case study research method was utilised for the research as this type of research method allows for the establishment of in-depth data concerning the current governance mechanisms within the target organisation. The research study was supported by a governance efficiency survey conducted on a South African subsidiary of a multinational ICT outsourcing company, where the director‟s duties in respect of IT governance, were assessed. The questionnaire used in this research comprised of closed questions, based on the well known Likert scale. Primary data gleaned from the research survey was analysed using descriptive and inferential statistics. The survey returned that, although best practices pertaining to „governance‟ are mature, openly available and clearly described in literature, they are not necessarily widely adopted. This implies that in many organisations, there is significant room for improvement in the IT governance domain. The research furthermore returned that current known governance reference models, frameworks and standards to a limited extent, address the specific governance requirements of ICT outsourcing companies. A generic IT Governance Framework was developed, providing a valuable contribution to the improvement of customer satisfaction levels, by suggesting practical models for the integration of processes, the organisation design of the service provider and outsource client, and the relationship between „governance‟ and „quality‟.

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Naidoo, Pravine. "Isomorphism, institutional entrepreneurship and total quality management (TQM) : a case study in the implementation of quality management standards and excellence models in South African developmental local government." Thesis, Rhodes University, 2010. http://hdl.handle.net/10962/d1007141.

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Within the new constitutional order, South African local government has been afforded specific status and is protected as a distinctive sphere of government in terms of the Constitution Act 108 of 1996. Municipalities are no longer a mere function of national or provincial governments. In addition to this entrenched status, the Constitution and other developmental local government legislation vests local government with specific functions and responsibilities as part of the process of building a new democracy and promoting socio-economic development and upliftment. Consequently, local government managers are under constant pressure to improve the performance and quality of service delivery. They are expected to satisfy a number of stakeholders, achieve increases in efficiency, as well as attain developmental service delivery goals as contained in their Integrated Development Plan (IDP). Quality management standards and excellence models in support of the total quality management (TQM) philosophy are relatively new public management approaches that changes traditional organisational decision-making practices to deliver services to its customers in more effective and efficient ways. In essence, quality management standards and excellence models are performance management methodological practices, techniques and tools designed to meet and exceed public requirements. It accomplishes this through determining what constitutes excellence in customer service, and then empowering employees to a never-ending search for quality improvement in the delivery of services, in terms of the continuous improvement and continuous process improvement philosophies, of which total quality management (TQM) is premised on. Consequently, quality management standards and excellence models (such as the ISO 9001: 2008 QMS, ISO 14001: 2004 EMS, EFQM and SAEF Excellence Models) as methodological practices, techniques or tools in support of the critical factors (CFs) of the total quality management (TQM) philosophy, namely: (1) customer-based approach, (2) senior management commitment and leadership, (3) quality planning, (4) management based on facts, (5) continuous improvement, (6) involvement of all members of the organisation, (7) education and training, (8) teamwork, (9) communication systems, (10) learning, (11) process management, (12) co-operation with suppliers, and (13) organisational awareness and concern for the social and environmental context, can provide a framework by which to achieve the goals of effective and efficient service delivery in developmental local government, as they foster a culture of performance and accountability. Local government managers could use these quality and excellence methodological practices, techniques and tools, as a starting point to improve efficiencies in their municipalities, as the programmes afford them an opportunity to systematically evaluate the municipality and determine what leads to organisational success and deliverables. Institutional theory suggests that organisations are both influenced by and can influence the society in which they operate. Institutional theorists believe that the motivation for a change in internal practices might not only be performance related, but may primarily be to enhance or maintain the legitimacy of the respective institution. Institutional theory also focuses on the social contract that exists between the institution and society. This social contract is believed to represent the expectations of society. From an institutional point of view, it has been suggested that institutions may change and adopt the norms of society to appear legitimate to that society. This infers that when societal norms and values change, institutions will be expected to change. These societal pressures combined with legislative changes, require institutional entrepreneurs to respond to these isomorphic pressures, and will work to preserve the institution's legitimacy by incorporating, or at least appearing to incorporate, new practices, norms and values. The aim of this research study was to analyse within an institutional theory framework, the implementation of quality management standards and excellence models in support of the total quality management (TQM) philosophy and developmental local government within two South African municipalities. The research investigation has been undertaken within the social constructionist paradigm and using the case study method. Interviews and documents were the data sources and thematic analysis was used as a tool to analyse the data by applying a theory-driven coding procedure. The findings from the two research sites, namely Makana Municipality in Grahamstown and Drakenstein Municipality in Paarl reveal that the implementation of quality management standards and excellence models in support of the total quality management (TQM) philosophy in both municipalities was not a smooth process and there were many challenges such as political instability, lack of commitment on the part of the senior leadership and management, staff and skills shortages, resistance by staff to implementation and resource constraints. Institutional theory has proved to be useful in understanding why the Makana and Drakenstein Municipalities implemented quality management standards and excellence models. Because of coercive, mimetic and normative isomorphic pressures affecting the Makana and Drakenstein municipalities, change was imperative if these institutions were to remain relevant and legitimate in order to address its service delivery mandate of effectiveness and efficiency. Institutional theory provided a theoretical lens to understand and appreciate the pressures that affected the municipalities because of its new developmental mandate as encapsulated in new municipal legislation. It also assisted in understanding how institutional entrepreneurs responded to these pressures to conform. The implementation of quality management standards and excellence models in the Makana and Drakenstein municipalities was adversely affected by volatility amongst the political leadership of both municipalities. The successful implementation of these standards and models would require collective action from the political, bureaucratic and procedural entrepreneurs in order to enhance effective, efficient and accountable service delivery. However, in both the Makana and Drakenstein municipalities, institutional entrepreneurs, namely councillors and officials were not working together as a collective to implement quality management standards and excellence models. Evidence has shown that the absence of stable political leadership and noncooperation and collaboration amongst institutional entrepreneurs contributed significantly to the non-institutionalisation of quality management standards and excellence models in these Municipalities. This implies that legitimacy has not been achieved, due to institutional entrepreneurs not collaborating and collectively working with each other to implement the quality management standards and excellence models. Thus, this research study suggests that the strategic and collective role of the political and administrative leadership as institutional entrepreneurs is critical if the municipality is to achieve its aims and objectives, namely effective, efficient, and accountable service delivery in developmental local government. Recommendations in respect of future research and to practitioners have also been offered.

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23

Norton, Ingrid. "Quality assurance framework for small manufacturing companies in the clothing industry in the Cape Metropolitan area." Thesis, Cape Peninsula University of Technology, 2007. http://hdl.handle.net/20.500.11838/998.

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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2007
An assessment undertaken by the Clothing and Textile Centre in the Western Cape (Clotex) during 2002 revealed that there was a great need for quality in the clothing sector. Furthermore, the research undertaken by the Department of Science and Technology (2004) supports and recommends the development of simple, paper-based systems for implementation and measurement for quality and production systems. An analysis of the macro- and micro-environmental factors confronting the clothing industry revealed that substantial pressure was placed on the clothing industry due to unfavourable exchange rates, increased pricing and illegal imports. The result has been a decline in sales, profits and exports, which has lead to the closure of many clothing companies in the Western Cape during the period 2003 to present. Furthermore, this has resulted in the increase of SMME companies that have been established due to the increase in unemployment. A combination of qualitative and quantitative research techniques was applied during this study, namely focus-group sessions and survey questionnaires. Six focus-group sessions were held with participants from the retail sector, large manufacturers and small manufacturers with the purpose to establish the quality needs in the clothing industry and the type of quality systems utilised. The outcome of the focus group was the development of a questionnaire, using both a combination of scale response questions as well as dichotomous questions. As a result a research survey was conducted amongst the small manufacturing companies in the Western Cape who conform to the provisions contained in the National Business Act, 1996 (Act 102 of 1996). The research revealed that all the respondents had implemented quality control systems. Quality control systems are viewed as preventative systems in ensuring that goods not conforming to customer specifications are prevented from reaching the customer. The research analysis further revealed that communication between buyer and seller was an integral part of the success of the business. The research provides small-business with a framework, which will facilitate the evaluation of the current quality practices with the view to improving or implementing an effective quality assurance system.

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Baliso, Unathi. "Partnering with suppliers for quality improvement." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/1232.

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A dissertation submitted in fulfillment of the requirements for the degree Master Technology: Quality in the Faculty of Engineering at the Cape Penisula University of Technology
Uneven surfaces on national roads that often lead to difficulty and even danger can be extremely hazardous when wet, due to mud and cracks, and also create dust pollution for motorists, pedestrians, residents and business. The continuing use of low quality raw materials in producing hot mix asphalt for national roads, leads to regular maintenance at a very high cost. The quality aggregates (stone that is used to produce asphalt), and the quality of bitumen are often inadequate for the correct composition of hot mix asphalt. The mst important factors affecting initial and long term performance of the highways is the inferior pavement structure and condition, due to poor aggregates (raw material)from suppliers. The performance of asphalt i s largely determined by the characteristics of its constituents, the asphalt binder and aggregates.

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Bango, Nomasango Ida. "Assessing employee perceptions of quality at Fresenius Kabi Manufacturing South Africa (FKMSA)." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1019778.

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The pharmaceutical industry is one of the fastest growing and developing industries in the world today. With the ever advancing technology and manufacturing techniques, quality assurance has become the focus of regulatory bodies all over the world. The implementation of quality management systems (QMS) that ensures that quality is built into every step of the design and manufacturing process has been the focus of many pharmaceutical companies. With the implementation of quality systems, employee’s perception of those systems and overall quality standards of the organisation is very important in establishing the quality culture of the organisation. To benefit from sustainable quality systems the organisations must ensure that employees understand the importance of the systems and that employee’s take personal responsibility for ensuring that their functions are performed correctly the first time. FKMSA has invested in a QMS that seeks to integrate all quality issues. The quality system includes documentation, deviations, corrective and preventative action (CAPA), change controls and quality risk management (QRM) in the entire facility. This system is administered by the quality control department, but each department takes ownership for their quality issues with support and guidance from the quality unit. FKMSA also firmly believes that quality cannot merely rely on the quality control test results; every step of the production process has a quality aspect built in to ensure that quality standards are adhered to. Every employee is trained, assessed and deemed competent before they can perform their duties; this is to ensure that human errors are kept to a minimum. Employee’s perception of quality is an integral part of quality assurance and it is important for the organisation to know what the employees believe to be the company’s standards of quality.

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Van, Renen Olaf Pieter. "Eskom nuclear generation : risk mitigation through quality management development of small suppliers." Thesis, Cape Peninsula University of Technology, 2009. http://hdl.handle.net/20.500.11838/2220.

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Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2009.
There is a South African Government initiative to use State-owned Enterprises (SOE's) to roll out a programme for the development and stimulation of local small businesses in South Africa. The state has requested SOE's to set targets on a voluntary basis to increase trade with small businesses, with the purpose of developing small enterprises to eventually enhance skills transfer, training and employment. However, when large customers such as Eskom Nuclear Generation require ISO certification as a prerequisite for a supplier to provide goods and/or services to them, most small businesses are unable to comply. The requirement of IS09000 compliance inhibits the ability of most small businesses to compete with their larger counterparts. Small businesses constitute as much as 90% of most world economies. They have many advantages to offer customers, such as a high level of flexibility, innovation and responsiveness to customer needs. These attributes can introduce healthy competition to the supply chain. Small businesses, by their very nature experience more risks, such as a higher vulnerability to volatile market forces and skills loss. In addition, they are generally less specialised.

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Mdena, Funeka. "Quality culture and its role in service delivery at a university of technology." Thesis, Cape Peninsula University of Technology, 2019. http://hdl.handle.net/20.500.11838/2860.

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Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2019.
Customer satisfaction is a topic of global interest in higher education and it also forms the backdrop of the research presented in this thesis. This study focuses on the employees (academics and non-academics) in the Faculty of Education at a South African university of technology (UoT) who play a key role in providing the services that their customers receive. The study is underpinned by the understanding that in order for the customer’s experience of service provision to be positive, a healthy relationship between the customer and the service provider is critical. The organization, in this case a higher education institution, has to have a sense of quality culture in order for the service provider to maintain a good relationship with a customer. Quality culture assessment can help to better understand complex organizational culture and its impact on service delivery. Quality culture assessment also helps to direct the implementation of organizational changes for better service delivery structures. The type of quality culture dominant in an organization may positively or negatively affect service quality, employee performance and motivation. As a result, the service delivery experience of the customer may be influenced. Quality culture affects the way in which employees interact with each other and with their customers. This study therefore, presents an inquiry into quality culture within a higher education context with the aim to evaluate quality culture within the Faculty of Education at a UoT using quality management principles (QMPs) as a framework. This study employed QMPs because of their increased effectiveness in enhancing customer satisfaction and improving customer loyalty. The quality management principles are: customer focus, leadership, engagement of people, process approach, improvements, evidence-based decisions and relationship management (ISO 9001, 2015:Online). This study used a quantitative research approach and was designed as a survey case study. Data was collected through a structured questionnaire that was disseminated to all the academic and non-academic staff in the Faculty of Education at the UoT. Statistical Package for Social Sciences (SPSS) software was used as a tool for data analysis. Findings in this study reveal that a safe working environment, communication between employees, communication between management and employees, in addition to good working relationships, may affect service quality in the Faculty of Education at the UoT. This implies that having a healthy working environment in an organization is beneficial for employees in order to perform their duties better and to provide quality services to their customers. In an organization with good quality culture, there is close cooperation between employees which leads to good service quality. If the institution under study is concerned with providing value to customers, it needs to consider improving customer value by formally applying QMPs throughout the organization. QMPs are central to the practice of quality management and service delivery. The findings of this study suggest that quality culture affects service quality in the Faculty of Education at the UoT as some of the quality management principles are lacking. This study recommends that the Faculty of Education have a closer look at improving communication between employees, communication between management and employees, in addition to encouraging good working relationships as well as an enabling environment that allows employees to work efficiently. It is also recommended that quality culture be on the Faculty of Education’s agenda in order to enhance the service delivery experience of customers. The Faculty of Education should support a quality culture environment by providing appropriate structures such as service delivery structures within their organizations. These structures may be needed in order to facilitate, maintain and show commitment of staff members towards a quality culture environment and service delivery. Furthermore, these structures may contribute to quality culture by introducing new shared values and behavioural norms that might facilitate the long-term success and well-being of the organization. It is also recommended that the institution under study formally apply quality management principles throughout the organization for the purpose of improving customer value, customer experience and meeting customer needs.

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Masehela, Langutani Meriam. "An exploration into the conditions enabling and constraining the implementation of quality assurance in higher education: the case of a small comprehensive university in South Africa." Thesis, Rhodes University, 2015. http://hdl.handle.net/10962/d1020312.

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At an international level, demands for accountability in respect of the quality of teaching and learning in higher education are increasing. This is also the case in South Africa. The response to these demands has taken the form of the introduction of quality assurance systems to higher education. In South Africa, a formal national external quality assurance was introduced to the higher education system in 2001 as a result of the establishment of the Higher Education Quality Committee. The Higher Education Quality Committee is a standing committee of the South African Council on Higher Education. Like other quality assurance agencies across the world, the Higher Education Quality Committee has the responsibility for i) auditing institutions of higher education and ii) accrediting learning programmes. The first cycle of institutional audits ran from 2004 until 2011. As quality assurance was introduced to the higher education system and the first cycle of institutional audits began, universities in South Africa developed policies and procedures intended to assure quality in three areas of their core functioning: research, teaching and learning and community engagement. The University of Venda, which is the focus of the study on which this thesis is based, was no exception. As a practitioner in the Centre for Higher Education Teaching and Learning at The University of Venda, it was my observation that the policies and procedures intended to assure quality in teaching and learning were not always implemented by academic staff members. This was in spite of poor student performance data which raised questions about the quality of the teaching and learning processes in place. The study underpinning this thesis was designed to explore this phenomenon. More specifically, it aimed to identify the conditions enabling and constraining the implementation of policies and procedures in two Schools in the University: the School of Health Sciences and the School of Human and Social Sciences. In order to explore these conditions, I adopted Roy Bhaskar’s Critical Realism as an under-labouring philosophy for the study. Critical realism posits a view of reality comprising three strata, none of which can be reducible to the other. The first of these strata is termed the level of the Empirical and consists of the experiences and observations which become apparent to us through the senses. The second layer, the Actual, consists of events from which these experiences and observations emerge. Underpinning both of these layers is a further layer, the Real, which is not accessible by empirical means and which consists of structures and mechanisms which generate both events at the level of the Actual and experiences and observation at the level of the Empirical. The design of my study sought to reach this deepest layer of reality to identify these mechanisms. Bhaskar’s critical realism is philosophy which needs to be operationalized using substantive, or explanatory, theory. For this purpose, I drew on Margaret Archer’s social realism. The design on my study drew on case study methodology and involved in-depth interviews with members of the two Schools which each formed cases within the more overarching case of the University itself. In addition to these interviews, I analysed a range of institutional documents related to the assurance of quality in teaching and learning. The exploration of enabling and constraining conditions at the level of the Real allow me to make a series of recommendations in the final Chapter of my thesis intended to enhance the quality assurance system introduced to the University.

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Rootman, Chantal. "The influence of customer relationship management on the service quality of banks." Thesis, Nelson Mandela Metropolitan University, 2006. http://hdl.handle.net/10948/400.

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Despite the extensive research undertaken in the subject area of services marketing, much is still unknown to service providers of specific services in terms of service delivery concepts. This study attempts to address this limitation. The study revolves around the customer relationship management and service quality of banks. Service firms, including banks, are vitally important to the economy of any country, as they contribute to its Gross Domestic Product (GDP) and employment rate. However, to survive in a complex, competitive business environment, service firms are required to focus on their clients’ needs. Specifically, banks can focus on their relationships with clients and levels of service quality. In order to establish the influence of selected variables on the customer relationship management (CRM) of banks and the influence of CRM on the service quality of banks, an empirical investigation was conducted. The aim of this study was to quantify significant relationships among selected variables; therefore the positivistic research paradigm was used. The sample consisted of banking clients in the Nelson Mandela Metropolitan area. The sample size was 290, with a response rate of 91.03%. The empirical investigation revealed that significant positive relationships exist between both the knowledgeability, and attitude, of bank employees and a bank’s CRM. These relationships imply that more extensive knowledgeability of bank employees and bank employees with more positive attitudes lead to improved, maintained relationships between a bank and its clients. In addition, the empirical investigation revealed that CRM positively influences the service quality of banks. This relationship implies that if a bank successfully maintains relationships with its clients, the bank’s level of perceived service quality would increase. Additionally, the empirical investigation has shown the relationship between a banking client’s age and the CRM of a bank. The higher the age of a banking client, the more that client considers the CRM of a bank to be important. There exists a relationship between a banking client’s education level and the perceived service quality of a bank. If a banking clients’ education level increases, the importance of their bank’s service quality decreases and, conversely, a banking client with a lower level of education regards the service quality level of a bank as more important than higher qualified clients. The study indicated that strategies to improve, specifically, the knowledgeability and attitude of bank employees can and should be implemented by banks in ways to positively influence their CRM and ultimately their service quality. In effect, this will increase client satisfaction and ensure client loyalty to the bank. Ultimately, this will contribute to the bank’s success, which will ensure economic stability and prosperity for a country.

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Karlgren, Martin, and Marcus Berglund. "Developing a furniture test machine according to national standards : Ensuring quality and credibility for the SMEEs in South Africa." Thesis, Högskolan i Skövde, Institutionen för ingenjörsvetenskap, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-17281.

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In South Africa, where the unemployment rate is immense, Small Micro and Medium Enterprises (SMMEs) provide most of the employment opportunities. But statistics show that a lot of these enterprises fail during their first years of operation. Furntech is an organisation that works within business incubation and skills development for SMMEs in the furniture manufacturing sector in South Africa. Furntech is working on getting an accredited testing laboratory that conforms to South African standards as another service for the SMMEs. The aim of this project is to develop a machine design to test innerspring mattresses that meets the local standards within the bedding industry in South Africa. A field study is conducted to gather information by observations, interviews, and by visiting local manufacturing companies. This is done to fully understand the layout of the actual laboratory and what is required of the machine from a user point of view and mechanical point of view. The design of the machine is developed according to product development methodology and evaluated against demands that are compiled in a requirement specification. A design is produced by developing the existing table test machine in Furntech’s laboratory and is presented in a CAD-model. Existing and required additional parts to support the functionality for the test bedding machine has been evaluated by calculations and simulations by using for example ABAQUS and JACK. Instruction manuals combined with an interface design have been produced, where both of them are connected to a flowchart to understand what is required from the machine, the user, and the programmer.

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Berglund, Marcus, and Martin Karlgren. "DEVELOPING A FURNITURE TEST MACHINE ACCORDING TO NATIONAL STANDARDS : ENSURING QUALITY AND CREDIBILITY FOR THE SMEES IN SOUTH AFRICA." Thesis, Högskolan i Skövde, Institutionen för ingenjörsvetenskap, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-17477.

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In South Africa where the unemployment is immense, Small Micro and Medium enterprises (SMMEs) provide more than half of all job opportunities. Furntech, a non-profit organisation that works with vocational training and incubation within the furniture manufacturing sector in South Africa, wants to expand their testing laboratory with a machine to test mattresses according to local standards. The aim of this project is to develop a machine design to test innerspring mattresses by using product development methodology. Observations, interviews, and visits at companies in the furniture manufacturing sector is conducted to understand the needs from the user- and mechanical aspects. Existing and required additional parts to support the functionality for the test bedding machine has been evaluated by calculations and simulations by using for example ABAQUS and JACK. A design is produced that meets the local standards by developing the existing table test machine in Furntech’s laboratory and is presented in a CAD-model. A scissor lift controls the vertical adjustment of the platform and an electric ball screw cylinder controls the compression of the mattresses. Instruction manuals, a graphical interface design, flowcharts and drawings of some of the parts has also been produced.

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Gule, Xolile Michael. "Improving the service quality of taxi operators in the Nelson Mandela Bay." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1115.

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The study focused on the taxi industry as a services industry due to its contribution to the economies of both developed and the developing countries. The purpose of this study was to investigate ways to improve service delivery in the South African taxi industry. This industry is one of the underperforming industries in South Africa with regard to service quality due to over-serviced taxi routes and a lack of information about the needs and desires of the taxi commuters. The primary objective of this study was to investigate how to improve the service quality of taxi operators in the Nelson Mandela Bay by applying theories and concepts of services marketing and total quality management (TQM). More specifically, the study investigated whether taxi drivers have the required knowledge of services marketing and service quality, and what service quality challenges taxi drivers and commuters face. The sample consisted of 20 taxi drivers and 101 student commuters using taxis on the Port Elizabeth routes. The empirical results showed that taxi drivers perform unsatisfactorily on the four TQM elements: leadership, employee involvement, product/ process excellence and customer focus. The results also reflected the general perception in the Eastern Cape that taxi service quality is poor. Of the five service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy), the taxi drivers performed the best in reliability and the worst in empathy. The empirical results further suggested that taxi services do not meet the expectations of commuters, as deficits were reported between expectations and perceptions of actual service quality. The different quality dimensions used in the measurement of taxi service quality and their empirical results could provide a guideline to taxi service leadership and government on the critical aspects of taxi service quality.

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Douw-Jack, Nomfundo Princess. "Perceptions of quality of work-life: a study of the research fieldworkers in the Western Cape." Thesis, Nelson Mandela Metropolitan University, 2016. http://hdl.handle.net/10948/7005.

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Yadav & Khanna (2015) argue that quality of work life (QWL) defines the life at work and the life at home with family members. The work of research-fieldworkers is an exceptional work in that it requires them to frequent households and commercial businesses, unlike other occupations where the work is conducted at the workplace of the employer. The private households by their very nature, and the locations where these households are based present risky conditions to the research-fieldworkers. In order for remedial measures to be suggested that can be implemented to improve the QWL of the research-fieldworkers of the agency, the perceptions of the QWL need to be investigated. Research objectives: To address the research problem, research objectives and questions were established. The main objective of the study is to investigate the perceptions of the QWL of the research-fieldworkers of the research agency in the Western Cape with the goal of improving employee performance through the cost effective interventions that will be implemented. Research questions: Three research questions were established and these were; What is the QWL among the research-fieldworkers in the Western Cape? Do some groups, distinguished by gender, age, work experience, working hours and location experience significantly different levels of QWL? Which measures can be recommended for maximizing QWL among the research-fieldworkers in the Western Cape Province? Research design: The nature of this research is descriptive in nature. The study used a self-administered questionnaire to collect work-related quality of life information from research-fieldworkers. Major findings: The results above show that research-fieldworkers perceptions of the QWL were more affected by the location, working hours and age sub-groups. Gender, family responsibility and marital status did not have much impact on the perceptions of research-fieldworkers on the QWL. Differences were observed with regards to control at work, stress at work, home-work interface against sub-groups. Lastly, the fieldworkers’ perceptions about the working conditions were negative for all the sub-groups. For example, the results show that there are poor working conditions for research-fieldworkers of the agency. This was evident irrespective of gender, age, family responsibility, hours of work and location.

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Hermanus, Terence. "Service quality in sit-down restaurants in the Southern suburbs of Cape Town." Thesis, Peninsula Technikon, 1997. http://hdl.handle.net/20.500.11838/1700.

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Thesis (MTech (Marketing))--Peninsula Technikon, Cape Town, 1997
The quality of service that is currently being offered by restaurants in the southern suburbs of Cape Town does not consistently meet with the service expectations of consumers. This results in the formulation of a negative perception of service quality. A knowledge of customer expectations is critical in delivering quality service and largely determines the success or failure of service-oriented organisations. One of the maj or challenges facing restaurants is meeting or exceeding the everincreasing expectations of consumers as this determines whether consumers are satisfied or not. It is therefore important to assess the current state of service quality within restaurants. In this study the Servqual model, which is one of the most widely used tools in measuring service quality, was used· to assess the service quality within restaurants. The Servqual model is a questionnaire which can be modified in order to measure service quality within a specific service industry. The model consists of a set of twenty-two statements measuring the expectations of consumers and a matching set of twenty-two statements measuring the perceptions the consumers have of the service quality that they have been exposed to. The consumers then indicate their responses on a Likert-type scale, which accompanies each statement. There is no immediate solution to improving the poor perception of service quality that exists, as any service quality programme is a long-term process that needs to be systematically implemented.

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Prince, Shawn Noel. "Assessing quality management systems of SMME's in the manufacturing sector." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/870.

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This dissertation summarises an analysis and assessment of the application of Quality Management Systems (QMS) by Small, Medium and Micro Enterprises (SMMEs), in the Engineering Manufacturing Sector of the greater Cape Town Metropolitan area. An outline of the existing hypothesis derived from previous international SMME studies related to the adoption of QMS by SMME’s, the management’s understanding of quality principles, the potential business benefits of QMS and the reasons for implementing Quality Management systems are given as background to the study. The dissertation includes a discussion of literature on the state of QMS in SMMEs, in particular, recent international research literature hypothesising that SMME management lack essential QMS knowledge and that, in general, most SMME’s do not have a QMS and that SMMEs only implement a QMS as a result of contractual pressures / requirements. Also reported are the results and findings of a survey conducted to test the validity of the existing hypotheses amongst a representative sample of Engineering Manufacturing SMMEs registered with the Cape Regional Chamber of Commerce and Industry in the Western Cape. Results of the survey indicate that almost 90 percent, of the companies surveyed had some type of Quality management System, the only two companies that reported not having a QMS, were companies classified as “Micro”, in terms of the National Small business Act. Analysis of the response to the survey concludes that, in general, more than 80 percent of Engineering SMMEs in the Manufacturing Sector have adopted a QMS based on ISO 9001 and that, on average, their management have a medium to high level of understanding of QMS and the associated business benefits. It is also apparent from survey responses, that companies classified as “Micro” in terms of the Small Business Act of 1996, do not see the need for a formal QM system as the owners of these companies consider them too small for a formal QMS. Instead they take direct ownership of their service and product quality in the face of the customer.

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Moodley, Nishendra. "Performance management in developmental local government: a search for an effective and workable approach." Thesis, University of the Western Cape, 2003. http://etd.uwc.ac.za/index.php?module=etd&amp.

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Slater, Michael M. A. "Target costing as a strategic cost management tool in the South African motor industry." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1094.

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Traditional cost-accounting approaches have served manufacturers well over a long period, but due to the changing nature of the modern manufacturing environment shortcomings have resulted and are no longer regarded as suitable (Gagne & Discenza 1993: 68). Similarly, Monden and Lee (1993: 22) state that many practitioners and academicians have questioned the effectiveness of standard cost systems, which have been used as the primary cost control measure for the last several decades. Cooper and Slagmulder (1997: 2) point out that in contrast to the conventional cost management techniques, target costing adopts a feed-forward approach. The objective of target costing is to design costs out of products, and not to find ways of eliminating costs after the products enter production. Few firms can afford to ignore such a powerful mechanism to increase profits in today’s highly competitive environment.

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Combrinck, Theodore Peter. "A pilot emperical investigation into student perceptions of service quality at the Department of Management of the University of the Western Cape." Thesis, University of the Western Cape, 2006. http://etd.uwc.ac.za/index.php?module=etd&amp.

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This pilot research survey was undertaken as a result of the need to assess the service quality within Higher Education in general and the Department of Management at UWC in particular. This report focuses on the complexities of measuring service quality in higher education. The quality of service delivery within education is becoming more important as the competition for students increases.
The literature was searched to find a suitable measure with a sound theoretical structure. This measure was then adapted for the department.

In a preliminary way this instrument was then applied to students in the department and initial results are reported on.
The results revealed that undergraduates overall were uncertain in their attitude to the service quality in the department. On the other hand, postgraduate students tended to rate the service quality rather more negatively (p <
0.004). Furthermore there were no gender differences except for tangibles (p = 000.5).

This pilot study could serve as a pilot study of the service quality in an academic environment. It is the main contention of this report that students themselves should be part of defining quality.

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Owen, Morné. "An enterprise information security model for a micro finance company: a case study." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1151.

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The world has entered the information age. How the information is used within an organization will determine success or failure of the organisation. This study aims to provide a model, that once implemented, will provide the required protection for the information assets. The model is based on ISO 27002, an international security standard. The primary objective is to build a model that will provide a holistic security system specifically for a South African Micro Finance Company (MFC). The secondary objectives focuses on successful implementation of such a model, the uniqueness of the MFC that should be taken into account, and the maintenance of the model once implemented to ensure ongoing relevance. A questionnaire conducted at the MFC provided insight into the perceived understanding of information security. The questionnaire results were used to ensure the model solution addressed current information security shortcomings within the MFC. This study found that the information security controls in ISO 27002 should be applicable to any industry. The uniqueness for the MFC is not in the security controls, but rather in the regulations and laws applicable to it.

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Galetta, Wilhelmina Magdalene. "Factors that impact project quality at a nuclear power plant in South Africa." Thesis, Cape Peninsula University of Technology, 2013. http://hdl.handle.net/20.500.11838/955.

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Thesis submitted in fulfilment of the requirements for the degree Master of Technology: Business Administration in Project Management in the Faculty of Business at the Cape Peninsula University of Technology 2013
The nuclear industry has established stringent controls to ensure that electricity is produced in a safe and reliable manner. It is expected that a nuclear power plant should be operated safely, adheres to processes and procedures that govern those safe operations, and implements projects or modifications that are of a high quality; and this would be considered as ‘business as usual’. This is crucial for an industry that is under constant scrutiny, since every project or modification, which is implemented, is critically judged. One important contributing factor to the successful operation of any nuclear power plant is the implementation of projects and modifications in accordance with respective nuclear codes and standards, specifications, processes and procedures. The industry demands that this should be a norm, as quality is synonymous with safety and reliability; factors that cannot be compromised or divorced from each other on a nuclear power plant. Recently, however, there has been great concern relating to non-conformances experienced throughout the project lifecycle, which ultimately affects the quality of modifications and projects, which are implemented at the plant. The research project investigates factors that affect project quality at a nuclear power plant in South Africa. Against the above backdrop, the research problem was “the delivery of poor quality projects have an adverse effect on modifications and projects, which are implemented at the nuclear power plant in South Africa”. The primary research objectives of this study are the following: · To investigate the root cause and impact of inconsistent project quality practices on the project lifecycle; and · To recommend measures that should be established to improve the way in which project quality is conducted throughout the project lifecycle.

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Theunissen, Dirkie Petra. "Improving service quality and operations at a South African private healthcare clinic through the implimentation of lean principles." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1020654.

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Although open to debate, it is something of an undisputed fact and has been since the days of Florence Nightingale, that hospital management is frustrated with recurring problems - many of them due to broken processes. Hospitals are places of phenomenal healing and heroic care. However, as with any human-led endeavour, there are problems. (Grunden (2009)) A first time use of the word ‘lean’ generally begs some explaination as it is not a commonly used word. The simplest way to explain the word is by way of the introduction of the concept known as ‘lean management’. Lean management is a methodology which allows hospitals to advance the quality of patient care by reducing errors and waiting times. Lean is a system of reinforcement of hospital business for the long term thereby reducing costs and risk. Kanban (2009) states that lean is a toolset; a management system and a viewpoint that can change the way hospitals are structured and managed. Lean helps managers to comprehend and identify broken systems and to improve these in small parts, while employees aid in finding solutions for broken systems. This proposal analyses the effect lean tools have had within Arwyp Medical Centre in Kempton Park, South Africa.

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Theunissen, Dirkie Petra Stephanie. "Improving service quality and operations at a South African private healthcare clinic through the implimentation of lean principles." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1019943.

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Although open to debate, it is something of an undisputed fact and has been since the days of Florence Nightingale, that hospital management is frustrated with recurring problems - many of them due to broken processes. Hospitals are places of phenomenal healing and heroic care. However, as with any human-led endeavour, there are problems. (Grunden (2009)). A first time use of the word ‘lean’ generally begs some explaination as it is not a commonly used word. The simplest way to explain the word is by way of the introduction of the concept known as ‘lean management’. Lean management is a methodology which allows hospitals to advance the quality of patient care by reducing errors and waiting times. Lean is a system of reinforcement of hospital business for the long term thereby reducing costs and risk. Kanban (2009) states that lean is a toolset; a management system and a viewpoint that can change the way hospitals are structured and managed. Lean helps managers to comprehend and identify broken systems and to improve these in small parts, while employees aid in finding solutions for broken systems. This proposal analyses the effect lean tools have had within Arwyp Medical Centre in Kempton Park, South Africa.

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Keevy, Marelize. "Consumer perceptions of service quality of large clothing retailers in the Cape Metropolitan Area." Thesis, Cape Peninsula University of Technology, 2011. http://hdl.handle.net/20.500.11838/1710.

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Thesis( MTech( Marketing Management)) -- Cape Peninsula University of Technology, 2011
South Africa’s retail sector is competitive, and is characterized by a tough and uncertain business environment (Barlow, 2002:21). Amidst such challenges, Dotson and Patton (1992:15-28) found that retailers do not deliver desired services to their customers. To ensure competitive survival, retailers should differentiate themselves and continuously seek ways to maximize the value that they offer to their customers (Parikh, 2006:45-55). Service quality has been identified by Berry (1986:1-9) as the most basic strategy for retailers to create competitive advantages and to improve customers’ shopping experience. This study focuses on determining consumer perceptions of service quality of large clothing retailers within the Cape Metropolitan area, with the aim of identifying areas for improvement, as well as service quality determinants, which are most important to consumers.Secondary objectives include: to establish consumer expectations in terms of service quality determinants; to establish, which areas of service quality require improvement; to provide recommendations to improve service quality based on findings from the study, and to compare consumer perceptions of service quality amongst ad hoc shoppers against those who have accounts (credit facilities) at various retail stores. Quantitative research was conducted by means of face-to-face survey research, and includes results from 120 questionnaires. Interviews, which took the form of store intercepts, were conducted outside the entrance of selected retail stores, and took place during the last week of March. Stores were selected through random multi-stage sampling, while respondents were selected through a systematic sampling process. A descriptive research design was used. The content of the questionnaire was developed based on Dabolkar, Thorpe and Rentz’s (1996:3-16) RSQS structure, which captures the dimensions of service quality in retail stores. Data was analyzed by using SPSS software, and was presented numerically by making use of charts. The major findings of the study relates to levels of consumer satisfaction with the existing levels of service quality delivered by large clothing retailers within the Cape Metropolitan area for ad-hoc shoppers, as well as account holders. The findings of this study could bring about new strategies for the improvement of service quality among large clothing retailers in the Cape Metropolitan area. These strategies will contribute towards creating a competitive advantage through the use of service quality, and will ultimately contribute towards the long-term success of large clothing retailers within the Cape Metropolitan area.

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"Compliance with SABS ISO9000: an audit firm perspective." Thesis, 2012. http://hdl.handle.net/10210/7058.

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M.Comm.
Selde in die geskiedenis van die mens was daar so 'n ingrypende mate van verandering soos wat tans plaasvind. Nuwe dinge word daagliks beproef, verbeterde metodes word ontwikkel, bestaande rekords word gebreek en hoer hoogtes word bereik. Die besigheidswereld is insgelyk aan verandering onderhewig. Veranderinge van die afgelope agtien maande behels eerder 'n totale omwenteling vir Suid-Afrikaanse besighede. Skielik is Suid-Afrika weer deel van die internasionale sakegemeenskap. Dit impliseer dat Suid-Afrikaanse besighede met buitelandse maatskappye op die wereldmark op gelyke voet moet meeding. Die voldoening aan IS09000 blyk deel van die internasionale spel te wees. IS09000 is `n internasionale kwaliteitstandaard wat modelle vir kwaliteitstelsels voorstel. Indien Suid-Afrikaanse besighede internasionaal wil meeding, is hierdie 'n belangrike aspek om in gedagte te hou. Hierdie skripsie handel juis oor hierdie eksternse bedreigings (of geleenthede) vir Suid- Afrikaanse besighede. Dit is veral die toepaslikheid van die IS09000-standaard op die ouditprofessie wat onder die loep geneem word. `n Verdere oefening is die ondersoek van die vereistes waaraan voldoen moet word ten einde IS09000-sertifisering te verkry. Die redes en voordele van sertifisering word aangespreek asook literatuur oor die kwaliteitsbestuur. Die huidige mate van voldoening aan die IS09000-standaard by Onderneming A is gemeet. Hierde proses het verskeie gestruktueerde onderhoude met sleutel bestuurspersoneel ingesluit. Die gevolgtrekking waartoe gekom word, is dat Onderneming A tans the aan die IS09000-kwaliteitstandaard voldoen the. Dit is egter the 'n negatiewe weerspieling van die Onderneming of sy mense the, maar eerder te wyte aan die eiesoortige standaard van die vereistes van IS09000. Klem word op die formele dokumentasie geplaas en dit beInvloed die resultaat van die studie. Dit het verder geblyk dat opvattings en persepsies oor die bestuur van kwaliteit van mens to mens, asook oor verskillende posvlalcke heen, verskil. 'n Aksieplan word voorgestel wat Onderneming A in staat behoort te stel om aan die standaardvereistes te voldoen.

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Muller, Marie Elizabeth. "Verpleegdiensstandaarde vir privaathospitale." Thesis, 2014. http://hdl.handle.net/10210/10645.

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D.Cur.
With the current expanding privatisation of health services in South Africa, the establishing of quality assurance mechanisms is not only essential but is becoming a prerequisite for further privatisation. Privatisation of health care services, together with economical problems, are causing the role fulfilment and accountability structure of the nurse administrator to become much more complex and greater demands are continually made. A profile of the nurse administrator in private hospitals in South Africa, was compiled by means of an explorative descriptive study. This was done to ascertain their preparedness for the formalisation of quality assurance in nursing. The conclusion which was ultimately reached conceded that the nurse administrator in South African private hospitals, is not adequately prepared for her managerial responsibilities. She is, however, according to the registered qualifications, adequately qualified;.. to exercise effective quality control and assurance in the various nursing disciplines. Consequently national nursing service standards for private hospitals were formulated. These standards were validated bya representative group of national experts. The validation process consisted of a two-stage research technique. The statistical validity was calculated by means of a content validity index for each standard. Fourteen (N=275) of these standards (5%) were rejected by the whole group and 25 (9%) require reformulation. The respondents from the private sector rejected three more standards. Standards form the basis of the quality assurance process. These standards should equip the nurse administrator with valuable guidelines to promote a high standard of nursing service management in private hospitals. It is recommended that these standards should serve as optimum standards for nurse administrators in private hospitals.

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Eilers, Helea Sophia. "Standaarde vir 'n verplegingskollege." Thesis, 2014. http://hdl.handle.net/10210/12018.

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M.Cur.
College management is liable for quality management ofthe college to facilitate quality education. Nursing collegeshave the autonomous responsibility for planning, organising, implementing and controlling nursing education in order to ensure the achievement of programme objectives set by the South African Nursing Council. The college is further accountable to the community for the training of nurses to meet their health needs. Through the implementation of quality improvement strategies, which begin with the description of standards, the college manager accepts responsibility for facilitating quality nursing education through quality management. The purpose of the study was to describe standards for a nursing college, which can be used as a management instrument to facilitate quality education, as well as effective functioning of a nursing college. The aim of the study is justified by means of a descriptive, explorative, contextual research design. Standards for a nursing college were developed and validated by utilising a structured two-phase research method. For the development of standards, the Delphi method, round one, was used to identify subjects for standards, after which a preliminary conceptual framework was compiled. A comprehensive literature control was then undertaken to refine the preliminary conceptual framework. A final conceptual framework was formulated which served as a basis for the description of standards. The final validation of standards occurred in the quantifying phase by means of consensus discussions between experts during round two of the Delphi method. The main subjects for which standards were described, include philosophy, mission, strategic planning, personnel management, general management, research role of the tutor, community involvement, academy, students and quality improvement programme. Structural standards, which can be utilized as a management instrument, were described and represented in the form of an accreditation instrument. The purpose of this instrument is for management to use it for self-evaluation, while the standards are implemented and tested in the nursing colleges.

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Heckroodt, Matthew Renier. "An exploratory study evaluating commitment and benefits of implementing ISO 9000 in engineering manufacturing organisations in Durban, South Africa." Thesis, 2001. http://hdl.handle.net/10413/4211.

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The increase in trade between nations and relative decrease in international trade barriers has resulted in wider alternatives for customers all over the world. The resulting increase in global competition has caused organisations to use customer focused and internal strategies to remain competitive. One strategy that applies to both external and internal aspects of the organisation is the implementation and use of ISO 9000 quality systems. ISO 9000 is a set of quality guidelines to which an organisation must modify its own quality systems , in order to achieve ISO 9000 accreditation. ISO 9000 is a marketing tool, but there are additional benefits to using an ISO 9000 quality system. There is an opinion that ISO 9000 is not as beneficial as it should be. This exploratory survey of engineering manufacturing organisations in Durban, South Africa, is to prove that commitment and correct implementation of ISO 9000 will result in expected benefits to an organisation. Additional factors such as size of organisation, duration of ISO 9000 accreditation, degree of internationalisation, method of operation and perceived problems are also related to expected benefits of ISO 9000 accreditation. The results of the survey prove that there is a positive correlation between attitudes of commitment, implementation and degree of internationalisation with expected benefits from using ISO 9000 quality systems. It is further recommended that management commitment and training of all employees is required for ISO 9000 to be successful in an organisation.
Thesis (MBA)-University of Natal, Durban, 2001.

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Miles, Irene Moira. "Resocialization of nurses from functional to scientific nursing." Thesis, 2014. http://hdl.handle.net/10210/12010.

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Van, der Walt Johannes Lodewikus. "Die toepassing van kwaliteitstelsels in 'n looiery." Thesis, 2014. http://hdl.handle.net/10210/11912.

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Gowda, Vinodachandra. "How the ISO 9001:2008 quality management system affects the rubber and plastics industry of South Africa." Thesis, 2011. http://hdl.handle.net/10413/5372.

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Abstract:

The International Organization for Standardization is one of the most popular quality management systems in the modern business environment. The International Organization for Standardization (ISO) and Total Quality Management (TQM) interface the quality management systems within an organization. Over the last decade, the International Organization for Standardization has established a variety of quality management systems such as ISO9001:2008; ISO14001:2004; ISO10002:2007; ISO13485:2003; ISO9000:2005, ISO 9000:2008, ISO14971:2007; ISO18000:2007, and other ISO quality management systems are facilitating many professionally-run the businesses. This research topic, however, investigates how the ISO 9001:2008 quality management system affects the rubber and plastics industry of South Africa. This research is based on the qualitative and quantitative methods used to ascertain how the ISO 9001:2008 quality management system affects the rubber and plastics industry of South Africa. Samples are selected randomly at 95% confidence levels with a margin of error of 5%. The study was also retrospective in that it relied on the data collected from individuals who had been exposed to the ISO9001:2008 quality management system in the rubber and plastics industry in a South African manufacturing environment. The ISO 9001:2008 quality management system distinguishes between the end results and the means of achieving organizational objectives. The final recommendation after the indepth discussion in Chapter Six is aimed at improving levels of product and service quality; the reduction of product cost; an improvement in the working relationship between employer and employee; increasing customer satisfaction; offering confidence to suppliers, competitors, investors and in business ventures in general, while attaining greater profitability in the rubber and plastics industry of South Africa in particular.
Thesis (MBA)-University of KwaZulu-Natal, Westville, 2011.

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Dissertations / Theses on the topic 'Quality control – Standards – South Africa'

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