Title page for ETD etd-03172010-131143

Document Type Master's Dissertation
Author Van Heerden, Cornelia
URN etd-03172010-131143
Document Title Using the zone-of-tolerance to determine effective HRM practices
Degree MBA
Department Gordon Institute of Business Science
Advisor Name Title
Prof K Hofmeyr Supervisor
  • personnel management
Date 2009-04-01
Availability unrestricted

Background: The zone-of-tolerance (ZOT) is used in customer management to determine which customer interventions a company should focus their attention on. This research seeks to apply the ZOT to talent management in a South African context. The ZOT was used to investigate which HRM practices organisations should focus on and how the different social grouping and organisational tenure may change the focus of these HRM practices.

Results: It was found that career and performance management, communication and employee reward showed significant lower impacts on employee satisfaction when an employee was inside the ZOT across all social groups. At a detailed level though there were differences among the social groups on which aspects of each element lowered the impact on employee satisfaction when inside the ZOT.

Conclusion: Talented employees in a South African context value autonomy, training, adequate staffing and reduced job stress. These elements need to be managed regardless of whether the employee is in the ZOT or not. Career and performance management and employee reward, underpinned by clear career paths and performance based remuneration need to be monitored, as the impact of these on employee satisfaction is much lower when in the ZOT. All management interventions need to be supported by transparency and clear communication.

2008, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria

Please cite as follows:

Van Heerden, C 2008, Using the zone-of-tolerance to determine effective HRM practices : a South African perspective, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://upetd.up.ac.za/thesis/available/etd-/ >


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