Die voordeel wat doeltreffende en effektiewe toedeling van koste en produksie inhou vir prysdifferensiasie en die bestuur van trokdienste (Suid-Transvaal) as onderneming
- Authors: Van der Merwe, Ernst Paul
- Date: 2015-09-29
- Subjects: Costs, Industrial - South Africa , Production management - Case studies
- Type: Thesis
- Identifier: uj:14208 , http://hdl.handle.net/10210/14655
- Description: M.A. (Economics) , The aim of this dissertation is to analyze industrial market demand in order to allow the management of Truck Services (Southern-Transvaal) to allocate cost and production efficiently and effectively. The implementation of a market driven capacity will ensure increased profit margins with expanded market shares. This is vital in an extremely competitive transport market ...
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- Authors: Van der Merwe, Ernst Paul
- Date: 2015-09-29
- Subjects: Costs, Industrial - South Africa , Production management - Case studies
- Type: Thesis
- Identifier: uj:14208 , http://hdl.handle.net/10210/14655
- Description: M.A. (Economics) , The aim of this dissertation is to analyze industrial market demand in order to allow the management of Truck Services (Southern-Transvaal) to allocate cost and production efficiently and effectively. The implementation of a market driven capacity will ensure increased profit margins with expanded market shares. This is vital in an extremely competitive transport market ...
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Management of productivity in a service call centre
- Authors: Ubisse, Sizwe Phillip
- Date: 2016
- Subjects: Production management - Case studies , Consumer satisfaction , Call centers
- Language: English
- Type: Masters (Thesis)
- Identifier: http://ujcontent.uj.ac.za8080/10210/376190 , http://hdl.handle.net/10210/225343 , uj:22757
- Description: Abstract: The aim of this research was to investigate the management of call centre productivity by identifying the factors that contribute to lack of knowledge and low productivity levels in a service call centre. This research investigated measures that are required to manage productivity, factors that affect call centre productivity, as well as the knowledge required to manage productivity in a service call centre effectively. In-depth case study research was conducted through document analysis and a questionnaire process, in order to gain insight into how lack of knowledge can affect the management of call centre productivity. The document analysis was done on operations reports from January 2011 to October 2015. The questionnaire results are a summary of 19 service call centre staff working for the same organisation representing agents, team leaders and managers. The results from the document analysis suggest that only 50% of the current call centre productivity management processes are similar to those recommended in the literature. The questionnaire results suggest that there is a knowledge gap across all staff in the call centre when it comes to knowledge required to manage productivity efficiently. The results show that 55% of the agents and 54% of the team leaders require training on call centre knowledge and processes that improve call centre productivity. The combined results from both the document analysis and the questionnaire show that call centre staff do not have enough knowledge to improve current call centre productivity. Training is recommended as the solution to the knowledge gap identified. The two types of training that are recommended for call centre staff is formal call centre qualification training, as well as on-the-job training i.e. job mentorship and job rotation for all call centre staff. The researcher hopes that the information provided in this research report will provide readers with insight into how lack of knowledge among call centre staff can affect the management of productivity levels in a service call centre. , M.Phil. (Engineering Management)
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- Authors: Ubisse, Sizwe Phillip
- Date: 2016
- Subjects: Production management - Case studies , Consumer satisfaction , Call centers
- Language: English
- Type: Masters (Thesis)
- Identifier: http://ujcontent.uj.ac.za8080/10210/376190 , http://hdl.handle.net/10210/225343 , uj:22757
- Description: Abstract: The aim of this research was to investigate the management of call centre productivity by identifying the factors that contribute to lack of knowledge and low productivity levels in a service call centre. This research investigated measures that are required to manage productivity, factors that affect call centre productivity, as well as the knowledge required to manage productivity in a service call centre effectively. In-depth case study research was conducted through document analysis and a questionnaire process, in order to gain insight into how lack of knowledge can affect the management of call centre productivity. The document analysis was done on operations reports from January 2011 to October 2015. The questionnaire results are a summary of 19 service call centre staff working for the same organisation representing agents, team leaders and managers. The results from the document analysis suggest that only 50% of the current call centre productivity management processes are similar to those recommended in the literature. The questionnaire results suggest that there is a knowledge gap across all staff in the call centre when it comes to knowledge required to manage productivity efficiently. The results show that 55% of the agents and 54% of the team leaders require training on call centre knowledge and processes that improve call centre productivity. The combined results from both the document analysis and the questionnaire show that call centre staff do not have enough knowledge to improve current call centre productivity. Training is recommended as the solution to the knowledge gap identified. The two types of training that are recommended for call centre staff is formal call centre qualification training, as well as on-the-job training i.e. job mentorship and job rotation for all call centre staff. The researcher hopes that the information provided in this research report will provide readers with insight into how lack of knowledge among call centre staff can affect the management of productivity levels in a service call centre. , M.Phil. (Engineering Management)
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The implementation and application of Lean : case study on rail transportation manufacturing company
- Authors: Bambo, Lebogang Ezra
- Date: 2016
- Subjects: Lean manufacturing - Case studies , Production management - Case studies , Manufacturing processes , Just-in-time systems
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/233720 , uj:23869
- Description: M.Phil. (Engineering Management) , Abstract: South Africa is a developing country, which makes it a very attractive country for investors. This opportunity for investment poses a challenge for companies in the market to create an operating system and a culture that will deliver and satisfy demand. At the rate at which South Africa is growing, the understanding and the ability to implement engineering principles such as Lean Manufacturing (LM) is essential. The study objective is therefore to identify gaps towards successful implementation of LM in an international rail transportation manufacturing company in order to improve product quality and customer satisfaction. Due to confidentiality, the name of the company is withheld and the access to conduct a survey on Ford and Toyota with the employees were denied. The study included a thorough literature study, analysis and comparison of how companies such as Ford and Toyota implemented LM. Subsequently research questions focusing on Lean were formulated in order to determine how: (i) the best way forward the rail transportation manufacturing company should apply the lean principles to improve their product quality output; (ii) how other well-developed such as Ford and Toyota implemented LM compared to the said company, (iii) barriers / gaps can be identified in order to eliminate the risk of not successfully implementing LM principles. In total 25 (n=25) knowledgeable participants were selected in terms of lean application to participate in the study. The study reveals that there are distinct shortcomings in implementing LM in the company in terms of lean versus implementation at Ford and Toyota. Furthermore the results of the study indicated that 48% of the participants believed that limited lean principles has been implemented, whilst 36% indicated that it has not been implemented, whilst 16% are unsure. The results also identified that that 84% of employees experienced wastage. A major concern is that 60% of the employees believe that customer requirements are not met. In conclusion, the study paves a way towards improvement in lean application at the company and as such a starting point in resolving and improving the quality output of their products. The study results assisted the organisation to utilise the information gathered to determine gaps and barriers in their systems and application of lean.
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The implementation and application of Lean : case study on rail transportation manufacturing company
- Authors: Bambo, Lebogang Ezra
- Date: 2016
- Subjects: Lean manufacturing - Case studies , Production management - Case studies , Manufacturing processes , Just-in-time systems
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/233720 , uj:23869
- Description: M.Phil. (Engineering Management) , Abstract: South Africa is a developing country, which makes it a very attractive country for investors. This opportunity for investment poses a challenge for companies in the market to create an operating system and a culture that will deliver and satisfy demand. At the rate at which South Africa is growing, the understanding and the ability to implement engineering principles such as Lean Manufacturing (LM) is essential. The study objective is therefore to identify gaps towards successful implementation of LM in an international rail transportation manufacturing company in order to improve product quality and customer satisfaction. Due to confidentiality, the name of the company is withheld and the access to conduct a survey on Ford and Toyota with the employees were denied. The study included a thorough literature study, analysis and comparison of how companies such as Ford and Toyota implemented LM. Subsequently research questions focusing on Lean were formulated in order to determine how: (i) the best way forward the rail transportation manufacturing company should apply the lean principles to improve their product quality output; (ii) how other well-developed such as Ford and Toyota implemented LM compared to the said company, (iii) barriers / gaps can be identified in order to eliminate the risk of not successfully implementing LM principles. In total 25 (n=25) knowledgeable participants were selected in terms of lean application to participate in the study. The study reveals that there are distinct shortcomings in implementing LM in the company in terms of lean versus implementation at Ford and Toyota. Furthermore the results of the study indicated that 48% of the participants believed that limited lean principles has been implemented, whilst 36% indicated that it has not been implemented, whilst 16% are unsure. The results also identified that that 84% of employees experienced wastage. A major concern is that 60% of the employees believe that customer requirements are not met. In conclusion, the study paves a way towards improvement in lean application at the company and as such a starting point in resolving and improving the quality output of their products. The study results assisted the organisation to utilise the information gathered to determine gaps and barriers in their systems and application of lean.
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Evaluating outsourcing of services at a South African metallurgical gold plant
- Authors: Joka, Nkateko
- Date: 2017
- Subjects: Contracting out - Case studies , Operations management - Case studies , Production management - Case studies
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/263118 , uj:27810
- Description: M.Phil. (Engineering Management) , Abstract: This paper evaluates the process of outsourcing of services by a metallurgical gold plant to consulting companies, which determine the benefit or effect of the systems. The study pursues the following approaches: interviewing of stakeholders who are involved with the outsourcing of services, evaluating and analysing of operation management, financial and training report data. According to the findings of this study, the metallurgical gold plant is outsourcing services due to the lack of skills as employees are not attending special training. This results in the plant operating at a high cost because the consulting companies’ services are expensive although they provide quality services. Since the consulting companies provide good operation services, the metallurgical gold plant has low plant break downs and delays and it achieves its production targets for most of the months. From the research, it can be concluded that outsourcing of services is expensive but it provides quality job with less plant breakdowns and delays and therefore requires less maintenance. The research shows that the outsourcing of services is caused by the lack of skills, experience and information. It is recommended that further analysis and evaluation be done. The plant should invest more on training of employees and engage in projects which will help to reduce the operation cost.
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- Authors: Joka, Nkateko
- Date: 2017
- Subjects: Contracting out - Case studies , Operations management - Case studies , Production management - Case studies
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/263118 , uj:27810
- Description: M.Phil. (Engineering Management) , Abstract: This paper evaluates the process of outsourcing of services by a metallurgical gold plant to consulting companies, which determine the benefit or effect of the systems. The study pursues the following approaches: interviewing of stakeholders who are involved with the outsourcing of services, evaluating and analysing of operation management, financial and training report data. According to the findings of this study, the metallurgical gold plant is outsourcing services due to the lack of skills as employees are not attending special training. This results in the plant operating at a high cost because the consulting companies’ services are expensive although they provide quality services. Since the consulting companies provide good operation services, the metallurgical gold plant has low plant break downs and delays and it achieves its production targets for most of the months. From the research, it can be concluded that outsourcing of services is expensive but it provides quality job with less plant breakdowns and delays and therefore requires less maintenance. The research shows that the outsourcing of services is caused by the lack of skills, experience and information. It is recommended that further analysis and evaluation be done. The plant should invest more on training of employees and engage in projects which will help to reduce the operation cost.
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