Faculty of Commerce, Law and Management (ETDs)
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Item Customer retention strategies for the prepaid mobile telecommunications sector in South Africa(University of the Witwatersrand, Johannesburg, 2010) Flynn, Teresa; Peters, MarkThis study will propose ways in which companies can focus retention strategies in the local prepaid mobile telecommunications sector. Currently there is little academic literature on this topic, even though in-house marketing research has been done by the operators. The purpose of this research is to investigate the customer retention strategies in the prepaid mobile telecommunications sector in South Africa. This will be done by triangulation of what consumers believe is important in their retention, what the organisations deem as paramount, and what retention experts state are the motivators of retention. Data was collected using both a survey questionnaire for consumers, and through face to face interviews with marketing management at mobile telecommunications operators, as well as independent expert consultants on the topic of customer retention. The findings from this study were that the consumers want to keep the same cell phone number as it is part of their identity. The customer looks at the total offering when considering pricing, and not just certain costs, and prefers a prepaid model as spending is controlled in this manner. Both consumers and management agree that rewards and loyalty programs are seen as a value add, especially where they offer instant gratification. A reliable product is necessary for a consumer to stay with the company, as is accessibility to support and other products. Management realises that the total customer experience across all touch points is a retention enabler, with one really bad experience being enough cause for a customer to churn. The consumer survey indicated that customer service is a driver that all market players need to improve on. An organisation's brand allows a consumer to identify with the firm, and is more a pull factor than a push factor, unless it is perceived as dishonest or unethical. The only time a consumer's demographics came into play regarding customer behaviour was age making a difference was when using a cell phone to access the internet -older age brackets use it sparingly if at all. Although other value added services such as SMS and MMS are used across the board. Companies model consumer behaviour, and base it on data from previous churners to identify possible churners. Of these, only profitable churners are then recognised for retention campaigns. Retention campaigns are measured for success. The prepaid market makes up 80% of the mobile telecommunications market in South Africa, and the revenue they contribute is approximately 35% of the total. Therefore this customer base should not be neglected or ignored. Due to the demographics of emerging markets, prepaid offerings are the way of the future. The research paper finishes with several recommendations on how to enrich customer retention strategies for the prepaid mobile communication market.Item Success Drivers for Independent Feature Filmmaking in South Africa(University of the Witwatersrand, Johannesburg, 2011-06) Heatlie, Damon; Marcelle, GillianThis qualitative research addresses the central research question ‐ why is the South African feature film industry uncompetitive, and what are the key drivers for producing profitable films in the South African context? The central conceptual framework used is value chain analysis. The study limits its scope to focusing specifically on the development and distribution stages of the independent feature film value chain. The study commences by investigating the historic poor performance of South African films, which typically were not able to recoup costs and move into profitability. The study interrogates the critical role of the independent film producer as a ‘creative entrepreneur’ and looks at examples of successful film industry development in other emerging economies. The research then examines what international research indicates as success factors at the development stage, followed by an exploration of the rapidly changing digital landscape of film distribution and its associated opportunities. The empirical research component comprises of the analysis of semi-‐structured expert interviews with 12 industry stakeholders – producers, distributors and funder‐investors involved in feature filmmaking in South Africa. The data analysis involved thematic encoding, a reduction of 10 open–ended questions to four key thematic domains that presented in the findings: ‘understanding the market’, ‘finding a business model’, ‘government support’ and ‘embracing distribution challenges’. Conclusions drawn from the findings were that producers have historically misunderstood audience needs and market volumes for their films, that profitability is achievable if one targets local markets modestly, that government support is critical but deficient in the South African environment, and that South African films need committed local distributors and exhibitors even before serious investment in Internet based distribution mechanisms. This study adds empirical data to an under researched field and contributes to understanding the nature of creative industries and their dynamics.Item The Impact of Employee Shareholding Option Plans on Company Performance in South Africa(University of the Witwatersrand, Johannesburg, 2009-07) Motswenyane, Papillon; Ncube, MthuliEmployee Share Option Plans (ESOPs) are widely applied in the South African context to disseminate wealth to Historically Disadvantaged South Africans (HDSAs). This opinion is affirmed by an increased application of the concept on a number of Broad Based Black Economic Empowerment (BBBEE) transaction deals concluded recently. The research explored the impact of these schemes on company performance and also investigated the resultant economic impact on participating employees. Data was collected from JSE-listed companies that have implemented these schemes over an eight year period between the years 2000 and 2008. Tobin's Q ratios were constructed using data from various sources with annual reports as the primary source of data. An event analysis was undertaken by measuring Tobin's Q of the said companies before and after the implementation of the respective schemes. A secondary process collated data from a survey of employees participating in the schemes to measure their increased productivity and also to ascertain financial employee spin-offs from the schemes. The research found inconclusive evidence that ESOPs impact positively on company performance. However evidence of a strong correlation between potential productivity increases and the schemes was confirmed . Also, a relationship between an employee's level and term of participation to financial reward was established. This research will assist companies in structuring their ESOPs in relation to individual employee contribution to enhance company performance and will also provide guidance on ESOPs financial impact on employees.Item The effect of employee share ownership on company performance in South African mining(University of the Witwatersrand, Johannesburg, 2014-08) Khan, ShameeghThis study investigates the effects of Employee Share Ownership Plans (ESOP’s) on company profitability in the South African mining industry for companies listed on the Johannesburg Stock Exchange (JSE). The South African mining industry has been in the global spotlight since the Marikana miners’ strike of 2012 and the subsequent killing of 34 people on 16 August 2012. ESOP’s can be used to stabilize the sector by alleviating some of the tension that is present between workers, shareholders, management and government. This research uses the same measurement as Spiess and Affleck-Graves (1995), who measure share price performance as a cumulative average of returns (CAAR) over a five year period. Regression analysis is used to test for correlations and descriptive statistics is used to explain findings (Spiess & Affleck-Graves, 1995). The difference between companies that do not have ESOP’s in place is negative for (CAAR) compared to those who have an ESOP in place. This is consistent with the theory and findings of studies such as Robinson and Zhang (2005). It has been applied to the South African context within the JSE listed mining sector. The theory that ESOP’s will improve profitability of a company listed on the JSE within South African mining has been found to be statistically significant. ESOP’s can help improve cumulative profits and help transform the industry through share ownership of workers which will help decrease the gap between CEO’s remunerations and the lowest paid workers.Item Human Resources Development at Tumela Mine(University of the Witwatersrand, Johannesburg, 2014-01-21) Mphahlele, MatukuIn the context of the South African mining and mineral sector this study explores the human resource development measures to transform mentoring programmes at Tumela Mine. Despite the legislative stipulations that seek to promote equitable access to participation in the creation, development and sharing of the South African economy and natural resources through the establishment of a workplace environment conducive for learning to take place, little is known on how Tumela Mine implements mentoring programmes to foster effective human resource development. The study explored and analysed participants’ perceptions regarding the implementation of the Tumela Mine Mentoring Programme. The research was conducted through the use of a case study approach, and primary data was collected from respondents, and secondary data was gathered from relevant policies, minutes of meetings and company annual reports. The research questioned the successful aspects in the Human Resource Development unit, challenges and management’s responses to impediments to the implementation of mentoring programmes at Tumela Mine. The findings indicate that two key issues to improve implementation of mentoring programmes at the Tumela Mine are a transformational style of management and strategic repositioning of the mentoring programmes. The research argues that although company corporate strategic policy formulation and planning seek to promote equal participation of all employees in mentoring relationships, programme interventions at an operational level make it difficult to promote mentoring programmes. The key recommendation is that in order to implement effective mentoring programmes the company should review the corporate business strategy focused on strategic repositioning of mentoring programmes and inspire visionary leadership to implement a transformational style of management.Item Human Resources Development at Tumela Mine(University of the Witwatersrand, Johannesburg, 2014-01-21) Mphahlele, MatukuIn the context of the South African mining and mineral sector this study explores the human resource development measures to transform mentoring programmes at Tumela Mine. Despite the legislative stipulations that seek to promote equitable access to participation in the creation, development and sharing of the South African economy and natural resources through the establishment of a workplace environment conducive for learning to take place, little is known on how Tumela Mine implements mentoring programmes to foster effective human resource development. The study explored and analysed participants’ perceptions regarding the implementation of the Tumela Mine Mentoring Programme. The research was conducted through the use of a case study approach, and primary data was collected from respondents, and secondary data was gathered from relevant policies, minutes of meetings and company annual reports. The research questioned the successful aspects in the Human Resource Development unit, challenges and management’s responses to impediments to the implementation of mentoring programmes at Tumela Mine. The findings indicate that two key issues to improve implementation of mentoring programmes at the Tumela Mine are a transformational style of management and strategic repositioning of the mentoring programmes. The research argues that although company corporate strategic policy formulation and planning seek to promote equal participation of all employees in mentoring relationships, programme interventions at an operational level make it difficult to promote mentoring programmes. The key recommendation is that in order to implement effective mentoring programmes the company should review the corporate business strategy focused on strategic repositioning of mentoring programmes and inspire visionary leadership to implement a transformational style of management.Item Caught in a gap? An examination and human rights assessment of immigration detention laws and practices in South Africa(2013-03-19) Tay, RoannaAbstract: This study examines the laws and practices relating to immigration detention in South Africa. It provides an in-depth examination of the legislation, with reference to known state practices and cases where migrants have been subjected to prolonged and repeated periods of immigration detention. The study highlights gaps in South African law that contribute to certain categories of migrants being especially vulnerable to immigration detention. Four categories are identified: (1) asylum seekers; (2) persons with difficulty obtaining travel documents; (3) stateless person; and (4) persons subject to other prohibitions against refoulement. The study offers recommendations for legislative reforms to fill the gaps in the law that contribute to these migrants’ vulnerability to immigration detentionItem The Development of Social Capital in the Judiciary through mentorship(2011-04-06) Engelbrecht, Naomi AnnetteThis study analyses the concept of mentoring as used in the South African Judiciary. Mentoring has been adopted by the South African judiciary in order to enhance the potential of acting Regional Magistrates to address their often repeated grievances regarding capacity building. The research attempts a quick evaluation of the process so far.