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This service, being maintained by the University Library, increases the visibility of UNZA's research; help reach a worldwide audience through exposure to search engines such as Google and begins the process of digitally preserving the University's intellectual output.

For further details about this Institutional Repository and open access please see University library website .

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Examining the role of organisational learning in customer relations management : a case study of microfinance institutions in the Central business district of Lusaka, Zambia.
(The University of Zambia, 2023) Dzimiri, Arnold
The purpose of this study was to examine the role of organisational learning in customer relations management, using a case study of Microfinance Institutions in the central business district of Lusaka, Zambia. The study was prompted by the problem of a continuous rise in customer complaints. This raised the question of whether the Microfinance institutions are repeating the same mistakes over and over again, without learning from them or maybe they are failing to adjust to their customer’s needs and expectations. This study aimed to fill a gap in existing research by examining the role of organisational learning in customer relations management in Microfinance Institutions in the CBD of Lusaka, Zambia. The findings can inform policy-making and help MFIs improve their customer relations management, enhancing their sustainability. The study sought to ascertain the mistakes in handling customer complaints by Microfinance Institutions in the CBD of Lusaka, Zambia. It also sought to establish the role played by organisational learning in customer relations management in Microfinance Institutions in the CBD of Lusaka, Zambia. Lastly, the study sought to determine measures that Microfinance Institutions can implement to learn from their mistakes in customer relations management. The Organisational Learning Theory was the theoretical framework that guided the study. The study took a qualitative research approach, where data was gathered through semi-structured interviews and open-ended questionnaires. Semi-structured interviews were used to collect data from the Marketing Managers while open-ended questionnaires were used to gather data from the customers of MFIs. The target population was the 30 Marketing managers in MFIs in Lusaka, Zambia as well as an estimated 200 Customers of MFIs. A sample of 70 participants was used to participate in the study using the Taro Yamane method for sample size calculation. Quota sampling was used to select the elements in the sample. The gathered data was analysed using thematic analysis. The study found that the mistakes made in handling customer complaints include a lack of adequate complaint handling processes, poor communication and responsiveness, lack of empathy and understanding, ineffective complaint resolution, as well as inadequate feedback and escalation mechanisms. The study also found that the role played by organisational learning in customer relations management includes knowledge acquisition and sharing, continuous improvement and adaptation, customer feedback integration, employee development, and training, as well as knowledge application and innovation. The study also found that the measures that MFIs in Zambia can implement to learn from their mistakes in customer relations management include conducting post-mortem analyses, establishing a feedback loop, implementing continuous training and development programs, conducting regular performance reviews, as well as encouraging a culture of learning and improvement. The study recommended that MFIs should promote a culture of learning by fostering cross-departmental collaboration and continuous improvement in customer relations management practices. Post-mortem analyses after customer-related incidents can help identify factors contributing to mistakes and develop strategies to prevent future incidents. Active customer feedback can be used to identify areas for improvement. Prioritising employee development and training programs can enhance customer service and relations skills. Future studies should explore leadership's role in promoting organisational learning and customer satisfaction.
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Effect of new borehole pricing regime in the wake of groundwater regulations in Zambia.
(The University of Zambia, 2023) Mkandawire, Violet V.
Water is life, essential for human existence, and its importance for individual health as well as the well-being of a nation and access to good quality water cannot be overemphasized. It is therefore believed that a borehole is a hydraulic structure which when properly designed and constructed, permits the economic withdrawal of water from an aquifer that can give fresh water to human beings, and other uses such agriculture, aquaculture, hydropower, industries and recreation. However, the fact that many boreholes fail, or perform poorly within a short time from construction is partly due, to a lack of professionalism in the drilling sector and the agencies and individuals that engage with it. Hence, the research objectives of the paper are generally focusing on how the regulation has impacted the pricing of a borehole in Zambia and provide the benefits that goes with regulating the borehole drilling and how the consumers stand to benefit from the groundwater regulation. The study used a descriptive research design targeting a total of 65 respondents. The participants in the study, included WARMA (n=5), Drilling Companies and Clients/Customers (n=60). The non-probability sampling and purposive sampling to be specific was used for the targeted respondents as the study focused on Lusaka Province, Livingstone, Mongu, and Ndola, which are the locations of and bases of operations for most drilling companies. It employed both quantitative and qualitative approaches as it entailed the having gained an in-depth understanding of the phenomena under the study and help to understand the reality and how people interpret their different borehole drilling experiences. The study discovered that drilling companies were registered companies, and that the majority of them were licensed with WARMA in class B which is mostly for the international companies and that after the introduction of drilling licenses by WARMA, the cost of drilling a borehole went higher than before such that both clients and drilling business companies were affected negatively hence the uproar. It is evident that participants had strong opinion that drilling companies and their consumers suffer the impact when ground water and boreholes are regulated since they forced to pay more, and it takes a long time for drilling companies to obtain a license, without which it is impossible to drill a borehole. On the other hand, it was revealed that borehole regulations ensures that all people have equal access to water resources that are available in adequate quantities and of high enough quality for a variety of purposes, such as commercial, the generation of hydropower, leisure, agriculture, mining, and navigation. In conclusion, the development of management and monitoring of borehole standards strategies for borehole drilling is necessary since groundwater pollution is site specific and that to provide a good water supply service, every water borehole drilled, and every pump installed must be undertaken in a professional manner. Groundwater regulations have brought sanity in the industry thereby promoting sustainability of the ground water resources by inhibiting ramparted drilling of borehole which may lead to depletion of the resource. Further, the regulations provide for water quality standards that enforces assessments and treatment of polluted water which promotes the positive strides made by the government to increase the provision of safe and clean water. In addition to the enforcement of ground water regulations, it is imperative for the regulator to carry out sensitization programmes in communities and make sure that people understand why the regulation of drilling of boreholes was introduced in Zambia and its benefits to both the drilling business companies and the public at large.
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Effects of corporate governance on an organization’s performance : case of competition and consumer protection commission.
(The University of Zambia, 2023) Mwachikoka, Chibulo Foster
This study investigated the effects of corporate governance practices on organizational performance, focusing on the Competition and Consumer Protection Commission (CCPC) as a case study. By analysing the relationship between corporate governance structures, processes, and outcomes, this research aimed to provide insights into how effective governance influences the performance of regulatory bodies. The study utilized quantitative and qualitative methods to examine the CCPC's governance framework and its implications for operational efficiency, regulatory effectiveness, and stakeholder satisfaction. Key findings highlight the significance of transparency, accountability, board composition, regulatory compliance, and stakeholder engagement in shaping organizational performance within regulatory agencies. The research contributed to the existing literature on corporate governance and organizational effectiveness, offering practical recommendations for enhancing governance practices to optimize performance outcomes in regulatory contexts. To provide answers to the specific objectives of the study, a case study research design was adopted in which the Competition and Consumer Protection Commission was regarded as the single entity being studied. To create a primary source of data, probability sampling procedure were used to select sample size of 62 respondents from the Commission employees. The study applied questionnaire and in-depth interview for accurate purposes to collect data from selected sample and then analysis of those collected data was done quantitatively and qualitatively based on the data collected. The data was analysed using descriptive statistics and multiple regression analysis. The findings revealed from this study show that the CCPC apart from being complied with practice of good corporate governance, also its practice of corporate governance, the organizational performance improvement occurs through having an effective board of directors, accountability, transparency, audit committee and separating the role of the board chairman and the Executive Director. The revealed findings show the Commission’s balanced board size and the audit committee have a strong positive relationship to the Competition and Consumer Protection Commission’s performance while the separating role of the board chairman and the Executive Director has a strong positive relationship to the Commission’s performance in a long run. The study provided recommendations for performance improvement to the management and to the board of the Commission. Also, further recommendations for further studies were given in the research.
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A review of strategy implementation by public universities in Zambia : the case of the university of Zambia.
(The University of Zambia, 2022) Mulawa, Robson Mulawa
The purpose of this study was to review strategy implementation in public universities in Zambia using the University of Zambia as a case study. Strategy is hailed as a solution to emerging victorious from a maze of competition that organisations find themselves. This study therefore was to review how public universities implement strategies in a quest to deal with competition. The objectives of the study were threefold: firstly, to find out if UNZA had a prescribed process of carrying out strategy implementation, secondly what challenges, if any, hampered smooth strategy implementation at the country’s oldest and highest learning institution and lastly, to establish if there were any suggestions for addressing the challenges of strategy implementation at the institution. A qualitative research design based on a case study was utilized. A total of 12 respondents were interviewed and data was qualitatively analysed using content analysis techniques. The study’s findings revealed that funding remained the biggest challenge of strategy implementation at public universities. Additionally, attitude of staff implementing strategic plans, lack of communication about strategic planning and external factors affected the implementation of strategic plans. The study recommended that government must firstly increase allocation of funds to UNZA and secondly be firm and resolute about their pledges of financial support to the institution, in future. Further, UNZA must start developing new campuses in the provincial centers to decongest the Great East Road campus. The study also recommended that UNZA must make partnerships with industry corporates like ZESCO and exchange human resource and funds. Last but not the least, government must consider exempting UNZA and other public universities from paying VAT as the institutions do not charge VAT for the services they provide.
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Employee involvement in project management : a study of Kansanshi copper mine.
(The University of Zambia, 2024) Simukonda, Haggai
This study investigated the extent of employee involvement in project management at Kansanshi Copper Mine, examining its significance, methods, and outcomes. The research aimed to understand the impact of employee participation on project success and organizational performance. Using a mixed-methods approach, data was collected through Questionnaires, surveys, interviews, and observations. The survey gathered quantitative data on employee perceptions of their involvement in project management processes, while interviews provided qualitative insights into the nature and effectiveness of this involvement. Additionally, observations were conducted to assess the practical implementation of employee participation in projects. Analysis of the data revealed several significant findings. Firstly, a strong correlation was found between the level of employee involvement and project success, indicating that greater participation leads to better outcomes. Secondly, the study identified various mechanisms through which employees contribute to project management, including idea generation, decision-making, and problem-solving. Furthermore, it was observed that organizations that actively involved employees in projects tend to have higher levels of employee satisfaction, motivation, and commitment. The implications of these findings were far-reaching. They underscored the importance of fostering a culture of inclusion and empowerment within organizations to harness the full potential of employees in project management. Moreover, the study suggests that employee involvement can serve as a strategic tool for enhancing organizational performance and competitiveness in the mining industry. In conclusion, this study highlighted the critical role of employee involvement in project management and its impact on organizational success. It underscored the need for mining companies, like Kansanshi Copper Mine, to prioritize employee engagement strategies in their project management practices. Recommendations for further research included exploring the specific mechanisms through which employee involvement influenced project outcomes, investigating the role of leadership in facilitating employee participation, and examining cultural factors that affected the effectiveness of employee involvement initiatives. Additionally, longitudinal studies could provide insights into the long-term effects of employee involvement on organizational performance.