An application of Just-In-Time as a strategy for competitive advantage: The case of a non-alcoholic company in South Africa
- Mukwakungu, S. C., Bakama, E. M., Bolipombo, M. M., Mbohwa, Charles
- Authors: Mukwakungu, S. C. , Bakama, E. M. , Bolipombo, M. M. , Mbohwa, Charles
- Date: 2018
- Subjects: Just in Time , Supply Chain Management , Inventory Control
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/290740 , uj:31568 , Citation: Mukwakungu, S.C. et al. 2018. An application of Just-In-Time as a strategy for competitive advantage: The case of a non-alcoholic company in South Africa.
- Description: Abstract: This paper’s main objective is to enlighten the readers on the benefits of a good application the Just-In-Time (JIT) approach in a local South African soft drink manufacturing plant with the aim of improving the company’s performance. The study followed a mixed approach, combining both the qualitative and quantitative design approach. In order to collect data, interviews with the employees that constituted the sample were conducted before they later responded to a questionnaire to collect qualitative data. Results demonstrates that the company does not use JIT as a manufacturing strategy. This explained the difficulty experienced with many aspects of the production such as: demand management and forecasting, supply chain relationship and inventory control. A recommendation made in this study was to actively apply JIT in the manufacturing process as this practice would help the company improve its performance as far as the inventory control, the relationship with suppliers and the demand management and forecasting are concerned.
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- Authors: Mukwakungu, S. C. , Bakama, E. M. , Bolipombo, M. M. , Mbohwa, Charles
- Date: 2018
- Subjects: Just in Time , Supply Chain Management , Inventory Control
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/290740 , uj:31568 , Citation: Mukwakungu, S.C. et al. 2018. An application of Just-In-Time as a strategy for competitive advantage: The case of a non-alcoholic company in South Africa.
- Description: Abstract: This paper’s main objective is to enlighten the readers on the benefits of a good application the Just-In-Time (JIT) approach in a local South African soft drink manufacturing plant with the aim of improving the company’s performance. The study followed a mixed approach, combining both the qualitative and quantitative design approach. In order to collect data, interviews with the employees that constituted the sample were conducted before they later responded to a questionnaire to collect qualitative data. Results demonstrates that the company does not use JIT as a manufacturing strategy. This explained the difficulty experienced with many aspects of the production such as: demand management and forecasting, supply chain relationship and inventory control. A recommendation made in this study was to actively apply JIT in the manufacturing process as this practice would help the company improve its performance as far as the inventory control, the relationship with suppliers and the demand management and forecasting are concerned.
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Assessment of quality of service at the main laboratory of the LAB aimed at satisfying internal customer needs
- Mukwakungu, S. C., Bakama, E. M., Lumbwe, A. K., Bolipombo, M. M., Niati, D., Ibrahimu, K., Kasongo, J. E., Mbohwa, Charles
- Authors: Mukwakungu, S. C. , Bakama, E. M. , Lumbwe, A. K. , Bolipombo, M. M. , Niati, D. , Ibrahimu, K. , Kasongo, J. E. , Mbohwa, Charles
- Date: 2018
- Subjects: Quality Management System (QMS) , Service quality , SERVQUAL
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/290755 , uj:31569 , Citation: Mukwakungu, S.C. et al. 2018. Assessment of quality of service at the main laboratory of the LAB aimed at satisfying internal customer needs.
- Description: Abstract: This paper’s objectives are to establish and document internal clients’ perception about the quality of service received at the Main Laboratory of the LAB, a national laboratory dealing with transmittable diseases in South Africa. The study followed a quantitative design approach with cross functional examinations. Data collection tool was based on “SERVQUAL” model. Findings show that in terms of the quality dimensions, the LAB’s centres performed variably in many aspects and to a varying degree in different quality dimensions measured. Each centre had its own unique set of challenges. The recommendations made in this study can be implemented as a solution to the problems faced by the LAB and other similar departments. This study viewed from a South African perspective, is first of its kind as it explores the effectiveness of the implementation of a Quality Management System at a biosafety level 4, the only one on the African continent.
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- Authors: Mukwakungu, S. C. , Bakama, E. M. , Lumbwe, A. K. , Bolipombo, M. M. , Niati, D. , Ibrahimu, K. , Kasongo, J. E. , Mbohwa, Charles
- Date: 2018
- Subjects: Quality Management System (QMS) , Service quality , SERVQUAL
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/290755 , uj:31569 , Citation: Mukwakungu, S.C. et al. 2018. Assessment of quality of service at the main laboratory of the LAB aimed at satisfying internal customer needs.
- Description: Abstract: This paper’s objectives are to establish and document internal clients’ perception about the quality of service received at the Main Laboratory of the LAB, a national laboratory dealing with transmittable diseases in South Africa. The study followed a quantitative design approach with cross functional examinations. Data collection tool was based on “SERVQUAL” model. Findings show that in terms of the quality dimensions, the LAB’s centres performed variably in many aspects and to a varying degree in different quality dimensions measured. Each centre had its own unique set of challenges. The recommendations made in this study can be implemented as a solution to the problems faced by the LAB and other similar departments. This study viewed from a South African perspective, is first of its kind as it explores the effectiveness of the implementation of a Quality Management System at a biosafety level 4, the only one on the African continent.
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The impact of smart-warehousing on a local foodservice equipment company’s external customers
- Kekana, P., Bakama, E. M., Mukwakungu, S. C., Sukdeo, N.
- Authors: Kekana, P. , Bakama, E. M. , Mukwakungu, S. C. , Sukdeo, N.
- Date: 2020
- Subjects: Smart-warehousing operations , Customer satisfaction , Supply chain
- Language: English
- Type: Conference Proceedings
- Identifier: http://hdl.handle.net/10210/461831 , uj:41149 , Citation: Kekana, P. et al. 2020. The impact of smart-warehousing on a local foodservice equipment company’s external customers.
- Description: Abstract: This paper highlights the impact that smartwarehousing has on customer satisfaction and loyalty in the foodservice industry. The study follows an exploratory approach which uses quantitative means to analyze the information collected. The high products demand in the foodservice makes the industry complex to handle as the need to satisfy the customer is a priority, thus the reason behind this study which can benefit both the concerned industry and academia. 90 respondents (60 customers and 30 warehouse employees) participated in the study where a questionnaire was given to them to collect critical information about the study. The retrieved data were captured and analyzed using Microsoft Excel was used to help determine the sample size as well as random numbers to define the sample. SPSS 25 was also used to conduct the correlation analysis and assess the relationship between the warehouse activities and the customers’ credit notes (which are linked to their satisfaction and loyalty). The study revealed that there is a positive relationship between the use of smart-warehousing and the satisfaction and loyalty of customers.
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- Authors: Kekana, P. , Bakama, E. M. , Mukwakungu, S. C. , Sukdeo, N.
- Date: 2020
- Subjects: Smart-warehousing operations , Customer satisfaction , Supply chain
- Language: English
- Type: Conference Proceedings
- Identifier: http://hdl.handle.net/10210/461831 , uj:41149 , Citation: Kekana, P. et al. 2020. The impact of smart-warehousing on a local foodservice equipment company’s external customers.
- Description: Abstract: This paper highlights the impact that smartwarehousing has on customer satisfaction and loyalty in the foodservice industry. The study follows an exploratory approach which uses quantitative means to analyze the information collected. The high products demand in the foodservice makes the industry complex to handle as the need to satisfy the customer is a priority, thus the reason behind this study which can benefit both the concerned industry and academia. 90 respondents (60 customers and 30 warehouse employees) participated in the study where a questionnaire was given to them to collect critical information about the study. The retrieved data were captured and analyzed using Microsoft Excel was used to help determine the sample size as well as random numbers to define the sample. SPSS 25 was also used to conduct the correlation analysis and assess the relationship between the warehouse activities and the customers’ credit notes (which are linked to their satisfaction and loyalty). The study revealed that there is a positive relationship between the use of smart-warehousing and the satisfaction and loyalty of customers.
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The implementation of ISO 9001:2015 to improve quality service : a descriptive study on a South African service organization
- Magana, M. H., Mukwakungu, S. C., Bakama, E. M., Sukdeo, N.
- Authors: Magana, M. H. , Mukwakungu, S. C. , Bakama, E. M. , Sukdeo, N.
- Date: 2020
- Subjects: ISO 9001: 2015 , Quality improvement , Quality systems
- Language: English
- Type: Conference Proceedings
- Identifier: http://hdl.handle.net/10210/461839 , uj:41150 , Citation: Magana, M.H. et al. 2020. The implementation of ISO 9001: 2015 to improve quality service: a descriptive study on a South African service organization.
- Description: Abstract: The study emphasizes on the execution of ISO 9001: 2015; within a South African service origination that provides learning programs in engineering industries. This study analyses the implementation of ISO 9001:2015 within the service organization. The rationale behind the study is to aid management to understand ISO 9001:2015 and align it with the organization’s mission to attain optimum performance while providing the stakeholders with pinnacle quality. A descriptive approach using both quantitative and qualitative methods were utilized to analyze the data gathered from respondents (70 customers). The data was collected within the organization based on the business experience of the respondents. The analysis showed that many complaints from customers on the quality of the service delivered were recorded highlighting that the service company needs improvement in the central administration department and improves the efficiency of the learner’s registration. The complaints management graph highlights that the organization needs improvement in the communication process with learners. Nevertheless, it was concluded that some learners are also satisfied with the call center personnel and the service they receive from them.
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- Authors: Magana, M. H. , Mukwakungu, S. C. , Bakama, E. M. , Sukdeo, N.
- Date: 2020
- Subjects: ISO 9001: 2015 , Quality improvement , Quality systems
- Language: English
- Type: Conference Proceedings
- Identifier: http://hdl.handle.net/10210/461839 , uj:41150 , Citation: Magana, M.H. et al. 2020. The implementation of ISO 9001: 2015 to improve quality service: a descriptive study on a South African service organization.
- Description: Abstract: The study emphasizes on the execution of ISO 9001: 2015; within a South African service origination that provides learning programs in engineering industries. This study analyses the implementation of ISO 9001:2015 within the service organization. The rationale behind the study is to aid management to understand ISO 9001:2015 and align it with the organization’s mission to attain optimum performance while providing the stakeholders with pinnacle quality. A descriptive approach using both quantitative and qualitative methods were utilized to analyze the data gathered from respondents (70 customers). The data was collected within the organization based on the business experience of the respondents. The analysis showed that many complaints from customers on the quality of the service delivered were recorded highlighting that the service company needs improvement in the central administration department and improves the efficiency of the learner’s registration. The complaints management graph highlights that the organization needs improvement in the communication process with learners. Nevertheless, it was concluded that some learners are also satisfied with the call center personnel and the service they receive from them.
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The importance of quality management system and leadership in the South African restaurant, fast food and catering sector – case of the Gauteng Region
- Mukwakungu, S. C., Lumbwe, A. K., Niati, D., Mbohwa, Charles
- Authors: Mukwakungu, S. C. , Lumbwe, A. K. , Niati, D. , Mbohwa, Charles
- Date: 2019
- Subjects: Quality Management System , Leadership , Restaurant
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/402441 , uj:33678 , Citation: Mukwakungu, S.C. et al. 2019. The importance of quality management system and leadership in the South African restaurant, fast food and catering sector – case of the Gauteng Region.
- Description: Abstract: South Africa, being a developing country, experiences the impact of global competition which has pushed many organizations to develop plans to respond to a continuous competitive global market. The restaurant, fast food, and catering sector is broad within the service industry involving independent restaurants, quick service restaurants and fast food outlets, outsourced catering companies, just to name a few. This study’s objective is to establish the importance of focusing on the fundamentals of quality management practices and the usefulness of leadership practices in the management process of the above-mentioned sector. This study included a quantitative research method under which an empirical investigation was executed following the literature review. The study consisted of the analysis of data collected from questionnaires administered to 65 restaurants in Gauteng, South Africa. After results analysis and interpretation, it is concluded that the functions of management were not well integrated, mainly the leadership functions. Hence, a need to improve specific aspects of the foundations of management approaches in the restaurant, fast food and catering sector is required.
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- Authors: Mukwakungu, S. C. , Lumbwe, A. K. , Niati, D. , Mbohwa, Charles
- Date: 2019
- Subjects: Quality Management System , Leadership , Restaurant
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/402441 , uj:33678 , Citation: Mukwakungu, S.C. et al. 2019. The importance of quality management system and leadership in the South African restaurant, fast food and catering sector – case of the Gauteng Region.
- Description: Abstract: South Africa, being a developing country, experiences the impact of global competition which has pushed many organizations to develop plans to respond to a continuous competitive global market. The restaurant, fast food, and catering sector is broad within the service industry involving independent restaurants, quick service restaurants and fast food outlets, outsourced catering companies, just to name a few. This study’s objective is to establish the importance of focusing on the fundamentals of quality management practices and the usefulness of leadership practices in the management process of the above-mentioned sector. This study included a quantitative research method under which an empirical investigation was executed following the literature review. The study consisted of the analysis of data collected from questionnaires administered to 65 restaurants in Gauteng, South Africa. After results analysis and interpretation, it is concluded that the functions of management were not well integrated, mainly the leadership functions. Hence, a need to improve specific aspects of the foundations of management approaches in the restaurant, fast food and catering sector is required.
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The relationship between the implementation of quality management practices and service quality in the South African financial service industry
- Ntanzi, K., Lumbwe, A. K., Mukwakungu, S. C., Sukdeo, N.
- Authors: Ntanzi, K. , Lumbwe, A. K. , Mukwakungu, S. C. , Sukdeo, N.
- Date: 2020
- Subjects: Quality management , Service quality , Financial service industry
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/461847 , uj:41151 , Citation: Ntanzi, K. et al. 2020. The relationship between the implementation of quality management practices and service quality in the South African financial service industry.
- Description: Abstract: The purpose of this study is to evaluate the effect of quality management practices on customers, employees and service quality in the financial service industry. The sample of 30 customers and 30 employees were selected based on stratified and snowball sampling procedures respectively. This research used a mixed approach to collect data. The study was conducted by engaging with customers (business owners, students and the working class) in the form of interviews and questionnaires, and by using secondary data. The main quality principles was mainly based on employee satisfaction, customer focus and continual improvement to establish how customers choose the bank they bank depending on their different classes. The results reveal that employee satisfaction had a direct relationship with the level of quality the organization produced. In addition, business owners and the working class were more likely to consider the service quality of the organization before they decide to bank with them. This research shows the significance of the implementing quality practices in the financial service industry in order to gain or retain customers.
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- Authors: Ntanzi, K. , Lumbwe, A. K. , Mukwakungu, S. C. , Sukdeo, N.
- Date: 2020
- Subjects: Quality management , Service quality , Financial service industry
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/461847 , uj:41151 , Citation: Ntanzi, K. et al. 2020. The relationship between the implementation of quality management practices and service quality in the South African financial service industry.
- Description: Abstract: The purpose of this study is to evaluate the effect of quality management practices on customers, employees and service quality in the financial service industry. The sample of 30 customers and 30 employees were selected based on stratified and snowball sampling procedures respectively. This research used a mixed approach to collect data. The study was conducted by engaging with customers (business owners, students and the working class) in the form of interviews and questionnaires, and by using secondary data. The main quality principles was mainly based on employee satisfaction, customer focus and continual improvement to establish how customers choose the bank they bank depending on their different classes. The results reveal that employee satisfaction had a direct relationship with the level of quality the organization produced. In addition, business owners and the working class were more likely to consider the service quality of the organization before they decide to bank with them. This research shows the significance of the implementing quality practices in the financial service industry in order to gain or retain customers.
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