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Adapting to artificial intelligence through workforce re-skilling within the banking sector in South Africa

- Mamela, Tebogo Lucky, Sukdeo, Nita, Mukwakungu, Sambil Charles

  • Authors: Mamela, Tebogo Lucky , Sukdeo, Nita , Mukwakungu, Sambil Charles
  • Date: 2020
  • Subjects: Banking institution , Workforce , Artificial intelligence
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/450788 , uj:39640 , Citation: Mamela, T.L., Sukdeo, N. & Mukwakungu, S.C. 2020. Adapting to artificial intelligence through workforce re-skilling within the banking sector in South Africa.
  • Description: Abstract: This research paper intends to inspire the banking sector to re-skill the workforces and present the opportunities in re-skilling the banking institutions workforces in South Africa to adapt to the roll out of Artificial Intelligence technologies. The research addresses the factors that will contribute to the workers re-skilling and the skills that are needed in order for the banking workforce to survive in the competitive labor market of the fourth industrial revolution which may result in the obsolete of many job skills. This research also considers the relevant skills and competencies that will be on-demand by the future banking workforces to enable them to successfully adapt to the aspects of the 4IR technological innovations inclusive of the AI toolset such as machine learning, blockchain, nanotechnology, robotics, Internet of Things, biotechnology, cloud computing and so forth, which may ultimately impact the workforce’s performance and productivity in the banking institutions. The research uses descriptive statistics and inferential statistics. The research has achieved results based on the assessment of the relationship between workforces’ capabilities and the components that make up Artificial Intelligence toolset. The findings show that the adaptation of AI strongly depends on most of the stated skills, therefore banks are required to re-skill their workforces in order to adapt to AI advanced technologies so as to make them relevant in the future. Re-skilling the banking workforce to cooperate and collaborate effectively with Artificial Intelligence will enable not only efficiency, but innovation and growth.
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The integration of AI on workforce performance for a South African banking institution

- Mamela, Tebogo Lucky, Sukdeo, Nita, Mukwakungu, Sambil Charles

  • Authors: Mamela, Tebogo Lucky , Sukdeo, Nita , Mukwakungu, Sambil Charles
  • Date: 2020
  • Subjects: Artificial intelligence , Robotics , Banks
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/450798 , uj:39641 , Citation: Mamela, T.L., Sukdeo, N. & Mukwakungu, S.C. 2020. The integration of AI on workforce performance for a South African banking institution.
  • Description: Abstract: Artificial Intelligence (AI) advanced technologies are growing and changing many industries. This paper will assess the relationship in which artificial intelligence impacts the performance of the workforce in a South African bank. The research explores the aspects that contribute to which a worker has improved productivity and performance through the adoption and use of artificial intelligence. The research considers the aspects of artificial intelligence toolset and their influence on the workforce performance. In addition, the paper assesses these aspect as to how they contribute towards the productivity with considerations to the integration of analytical and organized strategies that advance the workforces performance. The purpose is to improve the workforce’s quality performance in the banking institution of South Africa. The research has applied the descriptive statistics with the use of frequency distribution tables and graphical representations to analyze and present the information on the variables. The outcomes are evaluated with regards to the descriptive statistics and inferential statistics based on the variables which show that artificial intelligence has a relatively strong impact on workforce performance. Therefore, it is essential and recommended for banks to integrate them. The next frontier for shared services may be far more exciting, incorporating greater computing power and artificial intelligence into robotics, so that the lines between human judgment and automation become blurred.
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A review on the awareness of health care practitioners on medical waste : a case South African health care

- Mukwakungu, Sambil Charles, Mabasa, Matimba Davis

An evaluation of the quality management systems (QMS) at a South African electricity state owned company compared to the requirement of ISO 9001:2015

- Mukwakungu, Sambil Charles, Kasongo, Jonathan Eljadael, Ibrahimu, Kidoge, Mbohwa, Charles

Customer satisfaction survey of quality management system in the medical industry

- Mankazana, Sihle, Mabasa, Matimba Davis, Bapela, Temosho, Maphosa, Rush Mpho, Mukwakungu, Sambil Charles

  • Authors: Mankazana, Sihle , Mabasa, Matimba Davis , Bapela, Temosho , Maphosa, Rush Mpho , Mukwakungu, Sambil Charles
  • Date: 2019
  • Subjects: ISO13485 , Quality Management System , Customer satisfaction
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/402494 , uj:33685 , Citation: Mankazana, S. et al. 2019. Customer satisfaction survey of quality management system in the medical industry.
  • Description: Abstract: The management function of any organization is to ensure that the set goals, visions and objectives of the organization meet customer satisfaction through the implementation of a Quality Management system (QMS). The aim of the study is to reduce the gap between management expectations of set standards and the given performance of the organization by employees, thus finding measures to reduce those gaps and decrease customer dissatisfaction. Primary and secondary questions are aimed to answer the following questions respectively: Will the implementation of QMS through an ISO13485 improve customer satisfaction in a medical diagnostics equipment manufacturing organization? And does staff engagement in the objectives set by management have a relationship to customer satisfaction? The researchers employ the mixed-method approach using a local diagnostics devices manufacturer as a case study. Evaluation of the operations system is done through data collection from employees and customers with the means of questionnaires. The study concluded that through statistical analysis obtained, there was unanimous support of the fact that implementation of a QMS has a positive effect on customer satisfaction, although the acceptance of the system’s implementation is not welcomed by minority of employees.
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Implementation of lean thinking in a South African short-term insurance company

- Mukwakungu, Sambil Charles

  • Authors: Mukwakungu, Sambil Charles
  • Date: 2019
  • Language: English
  • Type: Masters (Thesis)
  • Identifier: http://hdl.handle.net/10210/393548 , uj:32564
  • Description: M.Tech. (Operations Management) , Abstract: This study presents the findings of an investigation conducted at a local insurance company. The extent of lean thinking implementation within the Value-Added Products and Services (VAPS) Division of a local short-term insurance company is presented in this study, with a way forward provided on the basis of the findings from this study. As the South African short-term insurance industry is growing, and efforts are being invested in creating jobs to cater for a fast-growing market, insurance companies now find it vital to emphasise cost reduction, optimisation of operational performance, organisational effectiveness and waste reduction. Lean thinking focuses on delivering value to customers without any form of waste and has been proven to enable companies, mostly manufacturing, to achieve their highest level of competitive advantage. In the service sector, lean operations show the same result, but lean thinking is still a new concept for many service companies around the world, and specifically in South Africa. The 2014 KPMG Insurance Survey highlighted that in order to achieve a customer-centric business model, four pillars need to be considered: (1) customer experience, (2) digitisation, (3) big data and predictive analytics, and (4) lean operations. The study was conducted at a local insurer, located in Edenvale, Johannesburg, with a focus on the state of the implementation of lean thinking within the organisation in its VAPS Division, in order to achieve customer satisfaction. A mixed method methodological approach was adopted for this research as a combination of quantitative and qualitative data is considered epistemologically coherent and useful for verification and the generation of findings. Core processes within the division were identified and analysed in terms of waste and how waste is currently dealt with. Managers responsible for those key processes were interviewed and their staff members requested to participate in a survey regarding the extent to which lean tools were used within the key processes to achieve the organisation’s short- and long-term goals, and eventually customer satisfaction. Analysis of the results showed that the company does not implement lean thinking; however, it does utilise the tools of lean philosophy. Managers have never been introduced to the concepts of lean operations and, consequently, their employees are not aware of concepts associated with lean thinking. The short-term insurance industry is well aware of lean operations but has not extensively adopted its philosophy. The local insurer has opted for the introduction of lean practices within its business processes and has commissioned more extensive studies to be conducted in order to establish the feasibility of lean implementation within the organisation.
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Lean techniques application to improve product replacement process in a manufacturing organization : case of a brandable company in Johannesburg, South Africa

- Mukwakungu, Sambil Charles, Mabasa, Matimba Davis, Baloyi, Xihlovo

The impact of just in time (JIT) in inventory management – perspectives from two case studies in a South African environment

- Mukwakungu, Sambil Charles, Mabasa, Matimba Davis, Mankazana, Sihle, Burakeye, Sine Aurore

  • Authors: Mukwakungu, Sambil Charles , Mabasa, Matimba Davis , Mankazana, Sihle , Burakeye, Sine Aurore
  • Date: 2019
  • Subjects: Just in time , Inventory Management , Enterprise Resource Planning
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/296552 , uj:32312 , Citation: Mukwakungu, S.C. et al. 2019. The impact of just in time (JIT) in inventory management – perspectives from two case studies in a South African environment.
  • Description: Abstract: With the increasing pressure and competition from global forces on trade industries, supply chains, transportation and shipment, many countries have adopted the use of Just-In-Time (JIT) inventory systems. Over the years, many organizations have tried to use JIT to manage their inventory management systems and reduce costs related to inventory. This makes the technique the mostly tried system in inventory management. This research paper is based on assessing organizations within South Africa and the application of Just in Time Technique as a tool to manage inventory. By using this tool, cost can be reduced, and this is one of the advantages of using JIT. JIT is a Japanese philosophy, so it was established and developed in Japanese culture. Organizations that are not Japanese are therefore inclined to modify certain aspects of JIT to fully and seamlessly integrate it into their manufacturing process. This study will assess how South Africa have adopted the Philosophy and modified it to fit in cultures in both manufacturing and service industries. The research design that will be used is explanatory research. A correlational study will be done. The setting in which this study will be done is the normal setting of production, using analysis tools the impact of JIT will be assesses based on results and make recommendations.
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The impact of the introduction of iso 9001 standards : case of a South African power station refurbishment project

- Mukwakungu, Sambil Charles, Mabasa, Matimba Davis, Mamela, Tebogo Lucky, Mabuza, Semanga, Mankazana, Sihle

  • Authors: Mukwakungu, Sambil Charles , Mabasa, Matimba Davis , Mamela, Tebogo Lucky , Mabuza, Semanga , Mankazana, Sihle
  • Date: 2019
  • Subjects: ISO Standards, ISO certification, Quality Management System (QMS)
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/396405 , uj:32911 , Citation : Mukwakungu, S.C. et al. The impact of the introduction of iso 9001 standards : case of a South African power station refurbishment project
  • Description: Abstract : The ISO standards provide a mechanism for organizations that desire to persistently address their clients' issues through their items and services and constantly improve in quality. This paper looks at how the profundity of ISO 9001 execution impacts organization performance over the long haul. The study was conducted to determine the ISO standards on project quality deliverables, to determine its relationship with regard to employees’ quality of work in a project. This study investigates two main questions; (1) Can ISO standards influence the end product or services? (2) Can the introduction of the standards affect how employees think with regards to quality? This research follows a mixed approach, which is a combination of both the qualitative and quantitative approach. Data collection techniques used include a random choice of research members from the examination populace in a fair-minded way, the institutionalized poll or intercession they get, and statistical strategies used to break down the information. The results indicate that the employees in Company X believe that an introduction will significantly enhance execution. It is suggested that associations ought to receive ISO standards in their daily practices, which will gradually increase the job effectiveness of the employees in the organization.
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The impact of the introduction of ISO 9001 standards – case of a South African power station refurbishment project

- Mukwakungu, Sambil Charles, Mabasa, Matimba Davis, Mamela, Tebogo Lucky, Mabuza, Semanga, Mankazana, Sihle

  • Authors: Mukwakungu, Sambil Charles , Mabasa, Matimba Davis , Mamela, Tebogo Lucky , Mabuza, Semanga , Mankazana, Sihle
  • Date: 2019
  • Subjects: ISO Standards , ISO certification , Quality Management System (QMS)
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/296560 , uj:32314 , Citation: Mukwakungu, S.C. et al. 2019. The impact of the introduction of ISO 9001 standards – case of a South African power station refurbishment project.
  • Description: Abstract: The ISO standards provide a mechanism for organizations that desire to persistently address their clients' issues through their items and services and constantly improve in quality. This paper looks at how the profundity of ISO 9001 execution impacts organization performance over the long haul. The study was conducted to determine the ISO standards on project quality deliverables, to determine its relationship with regard to employees’ quality of work in a project. This study investigates two main questions; (1) Can ISO standards influence the end product or services? (2) Can the introduction of the standards affect how employees think with regards to quality? This research follows a mixed approach, which is a combination of both the qualitative and quantitative approach. Data collection techniques used include a random choice of research members from the examination populace in a fair-minded way, the institutionalized poll or intercession they get, and statistical strategies used to break down the information. The results indicate that the employees in Company X believe that an introduction will significantly enhance execution. It is suggested that associations ought to receive ISO standards in their daily practices, which will gradually increase the job effectiveness of the employees in the organization.
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A review on standards, practices and future prospects of project management in a South African context

- Mukwakungu, Sambil Charles, Mabasa, Matimba Davis, Mbohwa, Charles

A review on the impact of leadership in healthcare : South African context

- Mukwakungu, Sambil Charles, Mabasa, Matimba Davis, Mbohwa, Charles

Assessment of employee awareness and understanding of quality at the ABC Company

- Mukwakungu, Sambil Charles, Mbohwa, Charles

  • Authors: Mukwakungu, Sambil Charles , Mbohwa, Charles
  • Date: 2018
  • Subjects: Quality management system , ISO 9001:2015 , Quality awareness
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/273812 , uj:29180 , Citation: Mukwakungu, S.C. & Mbohwa, C. 2018. Assessment of employee awareness and understanding of quality at the ABC Company.
  • Description: Abstract: The study discusses employees' awareness of quality. According to the literature, the success of quality depends on a number of factors such as quality awareness, quality understanding and the benefit of quality of quality at workplace. The objective of the study is to assess the extent to which employees of the ABC Company are aware of quality and they do understand quality at their work, as well as to establish the benefit that comes with quality. To carry out the study a mixed research methods approach was used for research in six departments with the ABC Company. A sample of more than 50% of the total staff complement made up of 88 employees was selected. Data was collected in a form of questionnaires. Face to face interviews were also conducted. According to the findings there are critical factors that hinder the awareness and understanding of quality at the workplace, such as communication, management support, adequate training for employees. This particular research aims at providing a practical insight into service organisations’ understanding of their quality management system from their employees’ perspective. This should allow the organisation to improve how quality is perceived internally, subsequently the perception of quality by their customers.
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The impact of employee empowerment on organizational performance in a flavors and fragrance manufacturing company in South Africa

- Mukwakungu, Sambil Charles, Mankazana, Sihle, Mbohwa, Charles

The impact of quality management system of contactor quality performance at a local power station in South Africa

- Mukwakungu, Sambil Charles, Mankazana, Sihle, Mbohwa, Charles

Short term insurance company’s perspective of information management and its influence on continuous improvement (Ci) to improve customer satisfaction

- Mukwakungu, Sambil Charles, Mbohwa, Charles

  • Authors: Mukwakungu, Sambil Charles , Mbohwa, Charles
  • Date: 2017
  • Subjects: Information management , Continuous improvement , knowledge management
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/238667 , uj:24495 , Citation: Mukwakungu, S.C. & Mbohwa, C. 2017. Short term insurance company’s perspective of information management and its influence on continuous improvement (Ci) to improve customer satisfaction.
  • Description: Abstract: The study presents findings on how a local insurance uses information management to continuously improve customer satisfaction. The use of information and the way it is managed at this insurer are reviewed and CI tools related to information management are proposed. A survey tool was developed to acquire data in terms of information management using a 5-points Likert Scale. The survey intended to shed lights on information management at this local insurer, and to what extent information collected externally (from customers in particular) as well as internally was used in an effort to continuously improve customers’ satisfaction. Company policy establishes a framework within which information should be used in order to continuously improve services to satisfy customers. However, the analysis of the survey results, although inconclusive, shows that employees dealing directly with customers explicitly indicated that there was lack of understanding of the rationale of collecting critical information, and that reporting channels designed to feed information into the system were either misunderstood or simply unknown. This paper builds upon, though limited, related research as well as papers, therefore widening the knowledge in the field of CI in the insurance sector.
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The role of strategic quality planning in continuous improvement efforts (CI) – case of a short-term insurance company in South Africa

- Mukwakungu, Sambil Charles, Mbohwa, Charles

  • Authors: Mukwakungu, Sambil Charles , Mbohwa, Charles
  • Date: 2017
  • Subjects: Quality planning , Continuous improvement , Kaizen
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://ujcontent.uj.ac.za8080/10210/373525 , http://hdl.handle.net/10210/238674 , uj:24496 , Citation:
  • Description: Abstract: This paper presents findings on the extent of the role quality planning plays in CI efforts aimed at developing competitive advantage at a short-term insurer in South Africa. Data was collected using a structured questionnaire developed using a 5-points Likert Scale. The study used interviews and a questionnaire aimed at comparing data on current quality planning strategy at this insurer to best practice in the industry, in order to establish the extent to which quality planning is used in the effort to continuously improve customer satisfaction. Findings show that there is a lack of quality planning best practice at the insurer hindering its positioning amongst the top 10 performing short-term insurers in South Africa. Quality is vital in establishing a company as a leader in its industry that satisfy its customer needs beyond their expectations. Quality cannot be stagnant, as customer needs are dynamic. Therefore, quality needs to continuously improve in order to satisfy the ever changing customers’ needs. This paper focuses on strategic quality planning in CI efforts from a South African perspective, contribution is made to body of knowledge relating to quality and CI in the shortterm insurance environment.
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