Faculty of Commerce, Law and Management (ETDs)

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How Diversity and Inclusion May Transform South African Commercial Property Organisations at Top Management Level
(University of the Witwatersrand, Johannesburg, 2017-08) Motshegare, Reabetswe Regina; Levy, Deborah
The purpose of this report is to outline contemporary transformation frameworks that emphasise diversity and inclusion and how the latter may likely transform Growthpoint Properties South Africa (Growthpoint S.A). The main focus of the consultancy report is to compare and contrast traditional transformation methodologies and contemporary diversity and inclusion methodologies as strategies to assist Growthpoint S.A transform its senior and executive management. The propositions are that; an effective transformation strategy for Growthpoint S.A is one that focuses on identification; inclusion; attraction; diversification and retention of key talent at senior levels. Furthermore, that once diversity and inclusion interventions are implemented, there will be transformation at senior and executive levels. Out of 15 executives in the management team, six representatives were interviewed. The limitations highlight that the majority of participants are South African and may have certain biased perceptions about the topic as opposed to the rest of the participants, who are foreign nationals. The methodology focuses on a thematic analysis and four themes namely: leadership; corporate culture; strategies and communication are identified. Following in-depth discussions, six recommendations are provided. These include 360-degree feedback; diversity and inclusion workshops; introduction of a diversity and inclusion forum; KPI’s that measure diversity and inclusion targets; workplace enhancement programmes that focus on diverse candidates and lastly, robust succession plans. The role of the researcher as a professional Human Resource Business Partner ensured that any work dealt with is approached ethically, and the researcher’s ability to do this ensured quality, reliability, validity and effectiveness of the research.
Bypassing the union: An Employer's Right to Negotiate Directly with Striking Employees
(University of the Witwatersrand, Johannesburg, 2016-08) Nkosi, Thulani Gift; Mahomed, Shaheda
South African labour law influenced by the Constitution and notions of equity and fairness has undergone a total change and will, without doubt, continue to change to meet the ever changing nature of employment it seeks to regulate. It is after all in the nature of all laws to change with the society they seek to regulate and our labour law is no exception. Recently, focus has shifted to the institution of collective bargaining and the questions posed are whether our labour laws as they currently stand are capable of adequately regulating the process of collective bargaining in such a way that the main objective of collective bargaining which is to bring about industrial peace is promoted and maintained at all times. These questions are posed on the back of the unprecedented spates of prolonged violent strikes that have resulted in the destruction of property and loss of life as well as unimaginable financial losses not only for the employers affected but also for the economy as a whole. These unprecedented prolonged violent strikes have caused employers to engage in bargaining conduct that could erode the participation of trade unions from the collective bargaining process which bargaining conduct takes the form of employers bypassing trade unions and negotiating with striking employees directly. But do employers have a right to bypass trade unions in this way? This paper investigates this question against the background of the case of Amcu v Lonmin where the Labour Court on application by a trade union had to decide whether to grant an urgent interdict restraining employers from negotiating directly with striking employees. The employers considering themselves to be acting within their rights opposed the application. The Labour Court unfortunately dismissed the application on technical grounds relating to the lack of urgency without considering or deciding this question. This paper accordingly picks up the debate; considers the historical evolution of collective bargaining in our labour law including the voluntarist argument that is said to be embodied by the Labour Relations Act (LRA), and concludes that when all things considered employers in fact do not have a right to bypass trade unions. If employers had this right certain provisions of the LRA that guarantee trade union participation would be rendered nugatory and the whole collective bargaining process would become unworkable. The LRA envisions that once parties have voluntarily embarked on collective bargaining they bargain in good faith and do not bypass each other.
Financial inclusion in South Africa: An analysis of the financial sector regulatory framework and proposals for reform
(2018-09) Duma, Amanda; Kawadza, Herbert
Abstract Not Available.
Customer retention strategies for the prepaid mobile telecommunications sector in South Africa
(University of the Witwatersrand, Johannesburg, 2010) Flynn, Teresa; Peters, Mark
This 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.
External Factors Influencing the Sustainability of Social Entrepreneurial Ventures in South Africa
(University of the Witwatersrand, Johannesburg, 2020) Govender, Ramona; Murimbika, McEdward
Social entrepreneurship is increasingly seen as a solution in addressing some of the social ills in the world. However, in order for the social enterprises to be more effective there is a need for them to be sustainable, particularly in terms of financial sustainability. Social enterprises that are financially sustainable are usually better able to create social value. The study sought to investigate the contributing factors towards social enterprise (SE) venture sustainability in South Africa using Cape Town as a case study. In doing so, quantitative research was conducted, with data being collected from the sampled social enterprises using an online survey. In this research it was found that, while government assistance was important, it was not significant in determining a social enterprise’s performance. The research also found that high social innovation improves a social enterprise’s access to philanthropic venture capital. In this regard, high social innovation was also seen to have a positive effect on social enterprise performance. The research thus concludes that social innovation is an important contributor to the sustainability of a social enterprise. The study offers updated information and adds to the theory on social enterprises in South Africa which is useful to prospective social entrepreneurs seeking to structure such organizations. In addition to this, the new knowledge and new insights will help government and civil society policy makers to formulate policies that can encourage social entrepreneurship in the country, especially with regards to funding. The study also offers useful insights on social innovation and emphasises its importance within the social enterprise context.
The Impact of Enterprise and Supplier Development Programmes on the Growth of SMMEs in Gauteng, South Africa
(University of the Witwatersrand, Johannesburg, 2022) Ramokgopa, Lebogang; Mlothswa, Samukele
While various studies have investigated the challenges that Small Medium and Micro Enterprises (SMMEs) face and many of them outline the support that is required by SMMEs, there have been limited studies that look into the effectiveness of government support interventions that are implemented through the public and private sectors. The effectiveness of Broad-Based Black Economic Empowerment Commission (B-BBEE) and Enterprise and Supply Development (ESD) support programmes and their impact on SMME growth have not been extensively interrogated through research. This knowledge is particularly important to investigate because SMMEs play a significant role in improving economic growth and reducing unemployment and equality levels. As such, this study sought to assess the impact of B-BBEE ESD programme support on the growth of SMMEs. The study employed qualitative methods and thematic analysis was used to analyse data. The sample size included 10 beneficiaries of B-BBEE ESD in Gauteng province, obtaining their views on participation experience. The findings suggest that ESD initiatives assist SMMEs in both financial and nonfinancial ways. However, participants usually believed that the benefits were limited and that partnerships may provide more value. Further, findings from the study highlighted the presence of constraints that impede ESD's capacity to provide an optimal service offering to SMMEs, resulting in restricted visibility for small enterprises. Some internal and external difficulties in delivering services to SMMEs were outlined based on the experience of beneficiaries. As such, it was recommended that enterprise and supplier development programs should avoid attempting to be all things to all people. The emphasis should be on an area in which they excel and on providing that service to SMMEs. This allows them to impart their specialized knowledge to small enterprises. To be effective, this focus should be sector or industry specific
The impact of digital ecosystems on customer loyalty in South African life insurance companies: A customer’s perspective
(University of the Witwatersrand, Johannesburg, 2021) Muthama, Georginah M.; Nyamajiwa, Michael T.
The concept of life insurance has been in existence for thousands of years, with a business model that has remained relatively the same. Persistency or customer retention in South African life insurance companies is an ongoing concern. Advancement in technology has provided new opportunities to life insurance companies, such as online sales, improvement in service offering, and the increase in brand awareness. The literature indicates that digital ecosystems offer a new value proposition for life insurance companies to create loyal customers. This study was motivated by the high number of policy cancellations, unmet premiums and lapsed policies experienced across the insurance industry in South Africa. The study proposed that customer loyalty can be increased with the implementation of digital ecosystems, specifically in terms of the value propositions related to ease of doing business, loyalty programs and digital platforms. The purpose of this study was to determine whether the value proposition provided by digital ecosystems can create loyal customers. A quantitative research approach was used in this study. Data was collected using surveys whereby the respondents gave their responses on a structured-self-completion questionnaire that were distributed via email and WhatsApp. A random sample of n=57 was achieved. The Cronbach’s Alpha test showed there was good internal consistency reliability for the independent variables, but the dependent variable has poor internal consistency. Exploratory Factor Analysis (EFA) was conducted and the factor loadings higher than 0.40 indicate that the constructs were valid. Multiple regression was applied to test the four research hypotheses. The results indicate that there is a statistically significant relationship between digital ecosystems and customer loyalty. Regarding individual value proposition items of digital ecosystems, ease of doing business does not have a significant relationship with customer loyalty, nor does digital platforms. Loyalty iv programs has a significant relationship with customer loyalty. The final conclusion of this research is thus that digital ecosystems do provide a value proposition which can increase customer loyalty. When a digital ecosystem consists of different value propositions, in this case, ease of doing business, loyalty programs and digital platforms, loyal customers can be created.
Financial inclusion through WhatsApp banking in Johannesburg
(University of the Witwatersrand, Johannesburg, 2022) Miller, Jade Rowan; Balabanoff,Garth
Approximately three billion people will use mobile banking by 2024. Mobile devices and widespread Internet access are helping to boost mobile banking's popularity. Retail banks can now offer their customers even more convenience with mobile banking applications like WhatsApp. Consumers and financial institutions have embraced advanced technologies, including mobile banking, in recent years. Social media, mobile banking and new ideas like WhatsApp banking have made it easier for people to do business. Mobile banking is now possible thanks to high smartphone penetration and technological advancements. The fourth industrial revolution will continue to exponentially transform the modern economy. Globalisation has forced banks to open new channels to remain competitive in today's market. Banks have had to cut costs and improve their financial position by introducing new products and services. Mobile banking has grown rapidly globally due to the rapid development of information technology. Due to multi-channel distribution, most banks now have a global presence with cross-border customers. A quantitative approach was taken to examine factors that may influence behavioural intention to use WhatsApp banking in the context of financial inclusion. A questionnaire was used as the primary data collection instrument. The survey was conducted using an online questionnaire distributed to people living in Johannesburg, South Africa. The study adds to the body of knowledge by identifying factors that influence WhatsApp banking adoption, particularly in developing countries. The Technology Acceptance Model by Davis (1985) was used to investigate behavioural intention to use WhatsApp banking. My findings show that perceived trust, banking inclusion, perceived usefulness and awareness all play a significant role in WhatsApp banking adoption. Managers in financial institutions should focus on increasing consumer trust across all age groups to increase customer comfort with non-traditional banking platforms in general and thus increase financial inclusion. This is crucial because ix WhatsApp banking has the potential to bank the unbanked and underbanked while also increasing financial inclusion.
The nexus between the World Governance Indicators’ scores on corruption and the financial performance of SOEs in South Africa
(University of the Witwatersrand, Johannesburg, 2022) Mdluli, Mthokozisi Xolani
South Africa, according to Crompton et al. (2017), is dealing with a triple threat of poverty, inequality, and unemployment. As a result, the government is faced with the task of meeting all of these urgent demands while being hampered by a tight budget and weak economic growth. Procurement is a critical component of the government's service delivery system, and it has been utilised as a policy tool to achieve the government's socioeconomic goals (Badenhorst-Weiss, 2012). Government spending is required to be thoroughly thought out on this basis before any public funds are spent. As a result, government expenditure should be monitored and evaluated as part of the architecture of all government-led projects (Crompton et al., 2017). SOEs (State-owned entities), also known as public entities, are tasked with specific responsibilities by the country's constitution in order to assist the state in fulfilling its mandate (Ovens, 2013). In line with international trends, South Africa has implemented corporatisation, or the transfer of state assets or agencies into state-owned corporations, in a number of areas to encourage more effective and efficient service delivery. Increased public procurement is the result of this. Public procurement involves a large amount of money, which has attracted corruption because of the scale at which it is carried out (Crompton et al., 2017). According to the South African Department of Commerce and Industries, government purchasing power contributed between 15% and 25% of GDP in 2016 (Makube, 2016). Makube (2016) estimates that, between 2013 and 2016, public infrastructure investment in healthcare facilities, schools, water, sanitation, housing, and electrification totalled R827 billion. As a result, the SOEs have been subjected to outside intervention, as well 2 as possible wrongdoing and corruption. According to recent media reports, the country has unacceptably high levels of corruption (Mantzaris, 2016). Understanding how this corruption affects the workings of SOEs is important if the country wants to attempt to start addressing this scourge. Therefore, this study seeks to investigate the relationship that exists between a known measure of governance in a country, namely the World Governance Indicators and the financial performance of SOEs in South Africa
The adoption of efficient technology in emerging markets within State Owned Bank in South Africa
(University of the Witwatersrand, Johannesburg, 2022) Malatji , Jaftha Sechube; Dladla, Pholile
This study aims to explore the adoption of efficient technologies in a South African state-owned enterprise (SOE) or state-owned bank (SOB), specifically investigating the factors that affect how efficient technologies are adopted, the challenges that come during the adoption phase, and the advantages that result from successfully adopting efficient technologies. The research study applied a qualitative research design and used interviews with open-ended questions to collect data. The findings reveal a complex landscape influenced by various elements such as communication, leadership, organisational culture, and operational efficiency. The study highlights the importance of technology adoption within an SOE or SOB. Based on the findings, recommendations were formulated that can be used to enhance how the South African State-Owned Bank can manage the adoption of new technologies efficiently while reducing the risks connected with technology adoption. Despite certain limitations, the study provides valuable insights into the intricate dynamics of new technology adoption in a traditionally oriented country like South Africa.

Faculty of Commerce, Law and Management (ETDs)

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