A management model for service excellence and organisational performance in the breeder/broiler chicken industry

Abstract

The global, one-world economy has arrived and South Africa is part of it. Business needs to understand the challenge of global competitiveness. This study reflected the prominence of managing diversity in establishing service excellence and performance management for professionals in the mediumsize chicken breeder/broiler industry in South Africa, following the increased importance of the breeder/broiler industry in providing an affordable nutriment/commodity to the poor and needy South African population.

The ongoing variables in the political, social, cultural and technology domains in South Africa also affect the chicken breeder/broiler industry. It necessitates the scientific evaluation of the effect of the external political and socio-political environment; internal training and development, leadership styles, literacy levels, employment equity, resistance to change, reverse discrimination and cultural diversity on service excellence and performance.

Country Bird (Pty) Ltd., a significant role-player in the food production industry, was thus selected as the object of this study. The role of management and the workers was examined to determine the level of impact in attaining service excellence and organisational performance.

Attention was also focused on the development of a service excellence and organisational performance management model that can be used in the chicken breeder/broiler industry to improve organisational performance and sustainable profits.