In emerging cultures, job satisfaction and work-life balance are ongoing factors in gaining the ultimate competitive advantage for organizations. Work-life balance is a core ingredient for job satisfaction and for quality work performance, and employees need to have a sense of commitment to their jobs. The study attempts to determinethe extent to which work-life balance has a moderating effect onjob satisfaction in a call centre organization. The approach for the study was quantitative, and a self-developed questionnaire was the research instrument. The sample was107 employees and, both descriptive and inferential statistics were utilized. A probability random sampling technique was chosen. As evidenced in the study, room for improvement was required with both job satisfaction and work-life balance and; the validity and reliability for the study were high. The hypothesis for the study was partially accepted. In addition to a significant relationshipthat exists between the main constructs, work-life balance does have a moderating effect onjob satisfaction. The results and recommendations provide anecdotal evidence to call centre managers and policy makers to reach new levels of operations in order to meet their strategic intent and goal attainment.

The aim of the study was to determine the extent to which work-life balance affects the job satisfaction of employees in a paper manufacturing company. Job satisfaction and work-life balance are key ingredients that impact on employees’ work and personal lives, including organizational productivity. The study is quantitative and a survey design was adopted, with a sample size of 70 employees. Both, descriptive and inferential statistics were utilized. The simple random sampling technique was adopted and the adequacy of the sample was assessed using the Kaiser-Meyer-Olkin Measure and Bartlett’s Test of Sphericity. A self-developed questionnaire was utilized and, the validity and reliability were determined. The first two hypotheses were partially accepted, one was confirmed and, one was rejected. The results indicate that with work-life balance in this organisation, there is contentment with flexible work arrangement and employee wellness and; with job satisfaction, staff are far more content with working conditions than any of the other constructs of the study. A positive relationship exists between work-life balance and job satisfaction. The findings point to a presence of factors that executives, and policy-makers need to take cognizance of, for organisational benefit, corporate social responsibility, corporate governance and for the future direction.

Of recent, studies on work intensification have surfaced in many sectors of the work environment and, with work-life balance being triggered by numerous variables. Employees are working harder and faster to meet tight deadlines and the speed of work has escalated resulting in a negative association with their health. The study aims to assess whether work intensification hinders work-life balance and affects employees’ daily tasks. A quantitative approach was selected for the study and, both descriptive and inferential statistics were utilized. Hypotheses testing were part of the study and most were partially accepted. The simple random sample was chosen and a sample of 100 employees was drawn. Data were collected using a self-developed questionnaire. The results showed that work intensification and work-life balance occurred at varying degrees and improvements were required in several areas. The adverse results of work intensification and high-involvement work processes have a tremendous impact on the employees’ work-life balance. The study culminates with a projection on recommendations, conclusion and, practical implications are reflected upon based on the study.

This quantitative, cross-sectional study aims to assess whether generational and biographical differences result in varying employee views on organizational citizenship behaviour (OCB) and its sub-dimensions (altruism, conscientiousness, sportsmanship, courtesy, civic virtue) respectively. The population comprised of 76 staff members in a meat supply outlet that focuses on quality and professionalism from which a sample of 60 was drawn using a cluster sampling technique, thereby securing a 79% response rate. Data was collected using an established questionnaire (Organ, 1988), whose psychometric properties (validity and reliability) were statistically determined using Factor Analysis and Cronbach’s Coefficient Alpha respectively. The results of the study reflect that although significant differences were not noted across the generations regarding OCB and its sub-dimensions, differences were observed that provide instructional insights. Significant biographical differences were only noted in terms of education and civic virtue. Based on the results of the study, recommendations are made that contribute to adopting universal strategies to enhance prosocial behaviours and values amongst all employees thereby enhancing the potential for organizational citizenship behaviours.

This study aims to assess the demographic influences on work intensification (work-family conflict, work flexibility, managerial/supervisory support, child/elderly care and employee wellness) of office-based employees in a public sector organization. A survey method was adopted for this quantitative study, and a sample of 100 employees was drawn utilizing the simple random sampling technique. The differing responses and findings reveal significant differences with each demographic factor (age, marital status, race, education qualifications, position in organization, length of service and number of children) and at least one construct of work intensification. The study utilizes a self-developed questionnaire which was pilot-tested; and the validity and reliability was determined. An interesting finding in the study is that the volume of workload emerged with significant differences with five of the demographic variables. Based on the results of the study, the recommendations provide practical implications and a useful guide for managers who work with a diverse workforce with the goal of enhancing productivity and performance on an ongoing basis. The article culminates with a discussion of recommendations and conclusion.

This study explores the relationship between spirituality in the corporate environment and corporate or organisational citizenship behaviour. The relationships amongst the sub-dimensions of workplace spirituality (meaningfulness of work, sense of community, alignment with organisational values) and the sub-dimensions of corporate or organisational citizenship behaviour (altruism, conscientiousness, sportsmanship, courtesy, civic virtue) are also examined. The extent to which the sub-dimensions of organisational citizenship behaviour predict workplace spirituality are analysed. The study was undertaken in a retail products outlet that focuses on quality and professionalism. The sample was drawn using cluster sampling and the adequacy of the sample was assessed using the Kaiser-Meyer-Olkin Measure and Bartlett’s Test of Sphericity. Data was collected using a closed-ended, established questionnaire and analysed using descriptive and inferential statistics. The results reflect that the organisation is fairly high on workplace spirituality with the focus being on meaningfulness of work and, on corporate or organisational citizenship behaviour with altruism and civic virtue being its greatest strength. There is a significant relationship between spirituality in the corporate environment and corporate or organisational citizenship behaviour, with sportsmanship and civic virtue being strong predictors of workplace spirituality. The results therefore, display the dynamic relationship between spirituality in the corporate environment and corporate or organisational citizenship behaviour, which when nurtured has the potential to enhance both bottom-lines of profits and people as well as society as a whole.

In today’s fast-paced, competitive and digital work environment, the challenges of work commitments and personal responsibilities confront employers and employees. Employees want flexibility and control over their work obligations and their personal lives. This is imperative as their economic needs depend on the income derived from work performance. Employers need to institute relevant programmes for economic viability and sustainability. The study aims to examine the impact of the demographic variables on work-life balance in a tertiary sector of the economy. The study utilizes a questionnaire that was self-developed which was pilot tested and, the validity and reliability were determined. Significant differences surfaced in the study. The findings of the study shed light on balancing several aspects of employees’ work and family lives. The results culminate in recommendations for management to integrate Employee Assistance Programmes into its structure and policies; provide for on-site day care facilities and; institute flexible working practices to impact positively on employee commitment and motivation, amongst others.

Organizational survival, success and effectiveness depend on the ability of the organization to adapt to continuous challenges, competition and change. However, improving and changing organizations demand properly understanding and diagnosing them. So, where does diagnosis start and how can we measure effectiveness? Diagnosis starts with assessing key tasks, structure, people relationships, motivation, support, management leadership, attitude towards change and performance to identify gaps towards effectiveness. Effectiveness is evaluated in terms of the extent to which people have the right skills and competencies and are trained and strategically managed to enhance profitability (finance), the organization’s marketing strategy, operations/service and, measurement of the corporate/business development and growth achieved as a result of planned efforts to ensure organizational viability, stability and maturity. This study uses an integrated system evaluation process to diagnose the extent to which key tasks, structure, people relationships, motivation, support, management leadership, attitude towards change and performance impact on organizational effectiveness respectively. The population for the study comprised of all staff in a provincial trade and investment promotion agency in South Africa and a consensus approach was used through a cluster sampling technique, which secured an 85.4% response rate. In this quantitative, cross-sectional study data was collected using questionnaires and analyzed using both descriptive and inferential statistics. The results reflect that the diagnostic variables impact on organizational effectiveness in varying degrees. The important diagnostic dimensions and areas for improvement are identified and suggestions for corrective action are presented in order to enhance overall organizational effectiveness.

This study aims to determine biographical influences on facets of employee assistance programmes (EAPs) and the quality of work life of employees in a public sector organization. Employee perceptions were conducted via questionnaire distribution and the data was analyzed using descriptive and inferential statistics. A sample 85 employees was drawn using the stratified random sampling. Significant differences surfaced with the length of service and with the three components of the study, that is, the programme on stress-related problems, the programme on personal issues and, mentoring programmes. Also, a significant difference emerged for the programme for substance abuse and the highest educational level. The literature review and the results highlight a compelling need for quality of work life and for spearheading EAPs programmes effectively in organizations

With today’s global challenges and workplace demands, organizations are compelled to institute effective intervention programs to improve the quality of work life of employees. This article aims to assess staff perceptions on the quality of work life of employees via Employee Assistance Programs (EAPs). The study was conducted with a sample of 85 employees in a public sector organization. Data were collected using a pre-coded questionnaire that was self-developed. The analysis of data was conducted utilizing descriptive and inferential statistics, and hypotheses testing formed part of the study. The psychometric properties were assessed using Factor Analysis and Cronbach’s Coefficient Alpha. The study unfolded the impact that EAPs have on the quality of work life of employees. The article culminates with a discussion of recommendations and conclusions.

This paper recognizes the need for an evolution of management thought and a shift in the management paradigm. It aims to show how managers can drive the desired organizational culture and culture shift in an environment dictated by complexity, risk, attitudes and behaviours, amongst others. It uses the Competing Values Framework (CVF) to determine the dominant leadership model, focus, direction and organizational culture. A sample of 202 managers was drawn using stratified random sampling based on managerial level (top, senior, middle). Data was collected using a self-developed measuring instrument and analyzed using descriptive statistics in terms of the dynamics of the CVF. Results indicate that the management cadre displays dominance in the monitor and mentor leadership roles, and the organization operates predominantly in the Internal Process Model with a dominant hierarchy culture. Based on these results and taking cognizance of the old and new management assumptions, a model is designed to reflect ‘what’ the leadership has to do and ‘how’ they can bring about a management paradigm shift in the new ever-changing and globalized corporate environment.

The study reflects on the core components of culture, communication, quality decision-making, mentoring and group success to indicate its enabling effect to transfer knowledge in today’s organizations that are driven to keep afloat in competitive markets. The components serve as a conduit whereby knowledge transfer occurs on a regular basis for effective decision-making. A generalized approach of the study delves into areas that are embedded in an organization’s routine functioning where the flow of knowledge is also the transfer mechanism to disseminate pertinent information in today’s ever changing work environment

Purpose: As a result of increasing competition, organizations have realised the importance of using technological advances in bringing about continuous improvement in quality, thereby securing increased customer satisfaction and loyalty as well as sustainable development. This study aims to assess managerial perceptions of the extent and nature of monitoring and controlling quality (competitive benchmarking, continuous monitoring of sources of defects, statistical quality control) that takes place in the organization in efforts to achieve total quality management. Biographical influences on these managerial perceptions are also assessed. Design/methodology/approach: A sample of 202 managers (middle, senior, top) was drawn using a stratified random sampling technique. Data was collected using a pre-coded, self-developed questionnaire whose psychometric properties were assessed using Factor Analysis and Cronbach’s Coefficient Alpha respectively. Data was analyzed using descriptive and inferential statistics. Findings: The findings reflect that managers believe that monitoring and controlling quality takes place at a moderate pace in the organization with the greatest focus being on competitive benchmarking, followed by continuous monitoring of sources of defects and lastly, on statistical quality control. The regression analysis, however, indicates that statistical quality control has the greatest impact on monitoring and controlling quality followed by continuous monitoring of sources of defects and then competitive benchmarking. Research limitations: The study was undertaken in a public sector organisation and caution must therefore, be taken to generalize the results of the study to the private sector or any other business environment. Originality: Based on the empirical analysis, since all action plans for monitoring and controlling quality in the organization reflect areas for improvement in bringing about total quality management, a graphical representation is outlined to recommend strategies for enhanced monitoring and controlling of quality and the accomplishment of TQM.

Purpose: As a result of increasing competition, organizations have realised the importance of using technological advances in bringing about continuous improvement in quality, thereby securing increased customer satisfaction and loyalty as well as sustainable development. This study aims to assess managerial perceptions of the extent and nature of monitoring and controlling quality (competitive benchmarking, continuous monitoring of sources of defects, statistical quality control) that takes place in the organization in efforts to achieve total quality management. Biographical influences on these managerial perceptions are also assessed. Design/methodology/approach: A sample of 202 managers (middle, senior, top) was drawn using a stratified random sampling technique. Data was collected using a pre-coded, self-developed questionnaire whose psychometric properties were assessed using Factor Analysis and Cronbach’s Coefficient Alpha respectively. Data was analyzed using descriptive and inferential statistics. Findings: The findings reflect that managers believe that monitoring and controlling quality takes place at a moderate pace in the organization with the greatest focus being on competitive benchmarking, followed by continuous monitoring of sources of defects and lastly, on statistical quality control. The regression analysis, however, indicates that statistical quality control has the greatest impact on monitoring and controlling quality followed by continuous monitoring of sources of defects and then competitive benchmarking. Research limitations: The study was undertaken in a public sector organisation and caution must therefore, be taken to generalize the results of the study to the private sector or any other business environment. Originality: Based on the empirical analysis, since all action plans for monitoring and controlling quality in the organization reflect areas for improvement in bringing about total quality management, a graphical representation is outlined to recommend strategies for enhanced monitoring and controlling of quality and the accomplishment of TQM.

The study aims to assess the impact of customers (internal and external) on total quality management in a service organization. The measuring instrument, that is, questionnaires were distributed to three levels of managerial employees. Overall, whilst there is evidence of utmost focus on customer needs and expectations in this organization, there is also greater focus on external customers than internal customers. Yet, an added insight to the study is that internal customer needs and expectations are influenced by managers’ current position. Hence the higher the managerial level, the stronger the perceptions that internal customer needs and expectations are met in this organization. In conclusion, the article reflects on scholarly views, recommends strategies and provides profound insight when probing into a similar field of study.

The study aims to investigate effective employee involvement as a tool for work team effectiveness. The quantitative approach to the study was conducted using a sample of 150 employees in a construction company, in Kwa-Zulu Natal, South Africa. The data was conducted using a questionnaire and validity and reliability was assessed using Cronbach’s Coefficient Alpha. Data was analyzed using descriptive and inferential statistics. Statistical techniques were utilized to test the hypotheses. Either partial acceptance or acceptance of all hypotheses is evident in the study. The results were compared and contrasted with that of other researchers. The research indicates that the sub-dimensions of employee involvement significantly impact on the sub-dimensions of work team effectiveness in varying degrees, and employee involvement is an imperative tool for work team effectiveness.

This aim of this study was to determine the biographical influences on flexitime and stress in an educational environment. The study was conducted using data which was collected using a measuring instrument and analyzed using both descriptive and inferential statistics. Reliability was also determined. A sample of 97 employees was drawn using the stratified random sampling. Significant differences were found with the sub-dimensions of flexitime and some biographical factors. On the contrary, no significant differences surfaced with stress and the biographical profiles. Gender did not appear to be significant in this study. The study also lends support for organizations to strategies and institute flextime, to rethink their organizational policies, and to focus on productivity and organizational performance.

The purpose of the study is to compare and contrast the two approaches of total quality management (TQM) and business process reengineering (BPR). This exploratory study focuses on the core areas, assumptions and scope pertinent to both TQM and BPR. Even though the two approaches focus on performance, organizational effectiveness and efficiency, the practical usage and approaches differ. The key drivers of the two dimensions provide futurists with a guide not to obliterate its salience in today’s competitive business organizations. The article examines each approach and acknowledges the potential benefits in situation-specific circumstances and encounters. Certainly, the practices differ, and with a contingency focus, the study probes into salient features of TQM and BPR, hence enriching the study to speculate about the future in order to create an efficacious effect. Lastly, the study attempts to determine whether one approach has the potential to outshadow the other.

This quantitative, cross-sectional study uses an integrated system evaluation process to diagnose eight variables (key tasks, structure, people relationships, motivation, support, management leadership, attitude towards change and performance) that contribute to effective organisations, with the aim of identifying gaps and suggesting corrective actions. The population comprised of all staff in a provincial trade and investment promotion agency in South Africa and a consensus approach was used through a cluster sampling technique, which secured an 85.4% response rate. Data was collected using questionnaires and analysed using both descriptive and inferential statistics. The psychometric properties (validity and reliability) of the questionnaires were statistically determined using Factor Analysis and Cronbach’s Coefficient Alpha. The results indicate that employees perceive the eight elements of organisational diagnosis as having the potential to influence effectiveness in varying degrees. The element perceived to be functioning most effectively, having the least degree of shortfalls is Key Tasks, and the element requiring the greatest degree of improvement is Structure. Significant intercorrelations exist amongst these eight diagnostic variables. Based on the results of the study, strengths and areas for improvement in each of these diagnostic variables has been identified and recommendations are graphically depicted, which when effectively implemented has the potential to enhance each of the elements and overall organisational effectiveness.