Wits Business School (ETDs)

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A comparative analysis of transformation between local and global media and advertising agencies in South Africa
(University of the Witswatersrand, Johannesburg, 2023) Ndinguri, Kevin
Poverty, unemployment and inequality among black people have been identified as key consequences of apartheid. To redress these, the Broad-Based Black Economic Empowerment Act was enacted. In the Media and Advertising industry in South Africa, the B-BBEE Act is translated through the Media and Communications Charter (MAC) which describes five elements, namely; management inclusion, skills development, responsible advertising, preferential procurement and socio-economic development. Most of the media industry studies on the compliance to the MAC charter focus on descriptions of how companies have applied the B-BBEE Act. This study’s specific objectives were to describe the nature of transformation in local media and advertising agencies, describe the nature of transformation in global media and advertising agencies and describe the effect of B-BBEE codes on local and global media and advertising agencies in South Africa. The study used a qualitative approach and an exploratory-descriptive design. The data collection tool was semi-structured interviews and data was collected through in-depth interviews. Data were analysed using thematic content analysis and presented in narrative format.The study found four themes that compare the transformation of local and global media and advertising agencies. The first theme is that transformation has taken place in local media agencies, the second is that few transformation initiatives have taken place in global media companies. The third theme is that B-BBEE codes have enabled local media companies to secure clients and the fourth theme is that B-BBEE codes have obligated global media agencies to transform the way they manage their businesses. In conclusion, global media and advertising agencies have been affected by transformation through increased diversity and change in the way they managed their businesses. Recommendations for future research should use a quantitative approach to enable the generalisation of findings
A digital fraud strategy framework for banks and insurance companies in South Africa
(University of the Witwatersrand, Johannesburg, 2022-08) Mahlangu, Cecilia Nonhlanhla Pretty; Oro, Oro Ufuo
South African banks and insurance companies have been focused on transforming and accelerating their digital strategies. There has been much focus for most organisations on providing products or services across various digital platforms. As a result, fraudsters are also finding new ways to commit fraud on the same digital platforms. Consequently, digital fraud numbers have increased, and banks and insurance companies should ensure that they implement suitable measures that will help them predict, prevent, detect, monitor, and respond to digital fraud in real time while protecting their customers' financial goals and improving customer experience. Existing studies have revealed components of combating digital fraud for the South African financial service providers, but no study on a holistic digital fraud strategy framework has been conducted. The aim of this research is therefore to evaluate a digital fraud strategy framework for South African banks and insurance companies, and to obtain a better understanding of how to combat digital fraud for South African banks and insurance companies. A mixed-methods approach was used in this study, in which participants in the banking and insurance industry were surveyed, and digital fraud subject matter experts were interviewed. Data analysis revealed that organisational structure, education and awareness, policies, big data, and analytics all have an impact on reducing digital fraud for South African banking and insurance institutions. The study also found that government legislation does not affect the reduction of digital fraud. South African banking and insurance institutions therefore need to implement appropriate measures that will help combat digital fraud. Keywords:
A Digital Platform Car Wash Business
(University of the Witwatersrand, Johannesburg, 2023) Ndlovu, Cebo
The Car Wash Digital Platform (App) is a new business venture that addresses the problem of customers needing a convenient car wash service. This study was aimed at evaluating the viability of this new business venture. A customer discovery was conducted using an online survey to test if potential customers would be interested in such a service. The customer discovery was only made on the end user customer who would request the car wash service. The customer discovery for the service providers was not completed due to time limitations. This project's competitive advantages include the convenience it will provide to its clients in addition to fuel and mileage saved by not having to drive to a particular car wash facility. The time saved from driving to and from the car wash service provider is another competitive advantage of this business venture. The New Business Venture adopted the Lean Business Canvas as its business strategy model. The data from the online survey contributed to mapping the Lean Business Canvas. The marketing strategy was developed by using the marketing mix of customer segmentation, the 4 Ps of marketing, and Porter’s five forces model. The financial analyses indicated that the new business venture could break even in its first year of operation and generate an estimated Net Profit Margin of 40% by the fourth year
A framework for Mobile Application integrated with Biometric Authentication to Improve Youth participation in Elections
(University of the Witswatersrand, Johannesburg, 2023) Botsime, Kealeboga Obed; Pellissier, Prof René
The purpose of this research study is to apply the technology acceptance framework to assess the prospect of using mobile application integrated with biometric authentication that might improve the South African’s youth participation in elections. The main objectives of this research are to measure the extent to which youth voters have trust in internet and the ability for the national government to conduct online elections, evaluate the youth voters ICT accessibility and skills and to determine the attitudes, perceptions as well as intention to participate in online elections using framework for mobile application. A quantitative research approach was adopted for this research. An onlinequestionnaire on formplus platform is used to collect data from Gauteng youth (18-35 years); 209 participants had valid responses. A conceptual framework is proposed using constructs and theories from the Technology Acceptance Model (TAM). The constructs were adopted from the Technology Acceptance Model (TAM), and it was also extended with trust constructs. The findings of this research are youth respondents have indicated that they agree (eighty-four percent) and have intention to use the mobile application to participate in online voting if it becomes available and they have the willingness to learn how to use it. The intention of youth to use mobile phones for online voting as an important contributing factor to improve youth participation in elections.
A needs assessment of outsourcing information technology and business services to rural areas in South Africa
(University of the Witwatersrand, Johannesburg, 2020) Ramagondo, Vhumbani; Louwrens, Jessica
The purpose of this study was to investigate the perception of South African organisations on the rural outsourcing of their Business Processing and Information Technology services. This study is based on a questionnaire survey conducted on South African organisations. The goal of this survey is to determine the perceptions of people concerning the attractiveness of potentially outsourcing their services to rural areas. Results of the study show a negative perception towards the attractiveness of rural outsourcing. The results also highlighted the factors that are contributing to this negative perception of rural outsourcing. The findings of this study have several implications for the viability of a rural outsourcing market in South Africa. The results also provide both potential rural outsourcing suppliers and clients with an assessment of the potential of rural outsourcing business processing outsourcing (BPO) and information technology outsourcing (ITO). The study also makes a valuable contribution to the outsourcing industry by identifying the business process and information technology services that are most suitable for rural outsourcing
Adoption of embedded subscriber identity module (ESIM) technology services by South African smartphone users for international roaming
(University of the Witwatersrand, Johannesburg, 2023) Singh, Sharon
The objective of this study was to investigate the factors that influence the intention to adopt ESIM (embedded SIM) technology for international roaming services by South African smartphone users. Currently, the Subscriber Identity Module (SIM) is a physical hardware with an integrated chipset that is inserted into mobile handsets. Physical SIM cards allow a single profile to be provisioned for users. The next evolution in SIM card technology, ESIM, have the capability to support multiple user profiles. The development of services and new business models enabled through ESIM technology is dependent on the willingness of users to adopt these services. A theoretical model was developed using TAM as a basis with the additional constructs of trust and risk to test the intention to adopt international roaming services. A cross-sectional, quantitative study using an online survey instrument was employed. A sample size of 142 was collected. The sampling method used was a non-probability, convenience sampling technique and Confirmatory Factor Analysis (CFA) was performed to examine the reliability and validity of the measures and the main conceptual model was tested using structural equation modelling (SEM). Perceived ease of use and perceived usefulness were identified as the most significant factors that influence the intention to adopt ESIM roaming services. Perceived usefulness was identified as significant mediating variable between perceived ease of use and intention to adopt. Perceived risk presented as statistically significant, direct influences on intention to adopt. The trust factor had an insignificant influence of the intention to adopt. The study’s findings form a basis for future research on ESIM enabled services. These findings are relevant to mobile operators, technology platform owners and developers of services for ESIM enabled devices (smartphones, wearables and internet of things devices) with the intent to understand factors that drive users’ intention to adopt service
The adoption of intelligent robot automation by auditors within South Africa
(2021) Naidoo, Evaashan
To automate, or not to automate, that is the question? The use of disruptive technologies has changed, and in many instances, has replaced traditional business operations and models. The auditing profession has been burdened with high costs and reputational damage as a result of false results due to a high dependency on manual tasks that are susceptible to errors or manipulation. The use of robots to help minimise these errors, achieve efficiencies and reduce costs, provides a convincing theoretical case to automate. The objective of this research is to apply the Unified Theory of Acceptance and Use of Technology (UTAUT) model to understand the views of audit professionals determine the factors that would influence organisations to use robot technology for performing audits in South Africa. The study adopted a quantitative approach, where a survey questionnaire consisting of 39 questions, aligned with the UTAUT model, was used to gather data. The sample comprised 59 auditors and 26 non-auditors who were involved in audits performed in South Africa. The non-auditors comprised of a Chief Information Officer, Finance Managers, Heads of Product, and various Senior Risk Management Professionals. A purposive sampling technique was used to select individuals who had an understanding of the capabilities of robots, and the potential use of robots to support business operations. The results of the study highlighted that performance expectancy and facilitating conditions were the key factors that influenced the adoption of robots in audits. Auditors and clients were more likely to use robots if they felt it would improve their performance. The respondents were more likely to use robots if it enabled the quicker completion of tasks, reduced errors, increased the number of tasks that could be completed and delivered better value than manual processes. The study also highlighted that sufficient investment and management support would be provided to ensure that an enabling environment is established for using robots to perform audit tasks. This would include acquiring management support as well as finding hardware, software, and skills to support the robotics development initiatives. The study provides more insight on how leaders and management in the auditing field can use insights attained through this study to successfully influence and support the use of robots to perform audits. Furthermore, the study contributes to an increased used of robotics in auditing which could improve the quality and efficiency of the auditor’s work. The study contributes towards the body of knowledge in the accounting and robot fields of study
Adoption of locally developed Metal Additive Manufacturing Technology: Evaluation of South Africa’s manufacturing industry’s readiness
(University of the Witwatersrand, Johannesburg, 2021) Sono, Oscar James Hendrick; Wotela, Kambidima; George, James
Presently, Metal Additive Manufacturing (MAM) has progressed to the stage where the manufacture of components for industries such aerospace, energy, automotive and medical industries, are possible to a high degree of reliability. The South African government has invested substantially on the technology’s advancement through various government entities, publicly funding the research and development programmes and infrastructure developments. Yet the adoption of the technology remains slow, contrast to the USA and other European countries. Therefore, this thesis sought to explore the readiness of South Africa’s manufacturing industry to adopt locally developed MAM technologies. This was undertaken by employing a quantitative research approach, in which a cross- sectional design survey was used to conduct the interrogation, guided by innovation diffusion theories, particularly DOI. The study applies descriptive analysis to determine the current state of MAM adoption and the level of awareness about the technology within the industry. Backward multiple regression was used to determine if cost, organizational capability, and potential job loss have an impact on the adoption of the technology within the industry testing the three hypotheses. The results indicated that the state of MAM adoption within the manufacturing industry was low, with only three machines owned/leased, and potential adopters that are likely to uptake the technology, believing it can bring value-add to their organisations. These potential adopters are familiar with awareness programmes driving MAM campaigns. On the other hand, they also indicated reasons they believed would lead to non-uptake of the technology, the non-adopters did too, with cost of material being the leading constraint. Furthermore, results of tested hypotheses inferred a causal relationship between the adoption of MAM technology and the variables, and the impact was significant on its uptake or non-uptake. However, it was important to note that the sample size was low to take a conclusive stance, hence the researcher recommends a continuation of the study
An assessment of the intention to adopt blockchain technology (BCT) in SMEs: A South African Analysis
(University of the Witwatersrand, Johannesburg, 2023) Anderson, Brain
This study examines the factors influencing the intention to adopt blockchain technology (BCT) among small and medium-sized enterprises (SMEs) in South Africa. Despite the potential benefits of BCT, such as increased transparency, security, and efficiency, its adoption among businesses, especially SMEs in South Africa, is still relatively low. To address this gap, the study proposes a conceptual framework that extends the Technology Acceptance Model (TAM) by including both internal and external variables. The study hypothesizes that these variables influence SMEs' perceived usefulness and perceived ease of use of BCT, which, in turn, influences their intention to adopt the technology. The internal variables in the framework include innovativeness, self-efficacy, and perceived system complexity, while the external variables include strategic orientation and social influence. To test the hypotheses, the study collects data from a survey of SMEs in South Africa, using a structured questionnaire. The survey includes questions on the SMEs' familiarity with BCT, their perceptions of its benefits and drawbacks, and their intentions to adopt the technology. The data is analysed using structural equation modelling to test the relationships between the variables. The findings of the study suggest that SMEs' intentions to adopt BCT are influenced by their perceptions of the technology's usefulness and ease of use, as well as their innovativeness, self-efficacy, and perceptions of system complexity. The study also finds that external factors, such as strategic orientation and social influence, play a significant role in influencing SMEs' intentions to adopt BCT. Overall, the study contributes to the literature on BCT adoption by extending the TAM with internal and external variables that are specific to the South African context. The study's findings have practical implications for SMEs in South Africa that are considering adopting BCT, as it can help them understand the factors that influence their intentions to adopt the technology. The study also provides recommendations for researchers who are interested in promoting the adoption of BCT among SMEs in South Africa.
Assessing the impact of digital transformation on business performance in South Africa’s banking industry
(University of the Witswatersrand, Johannesburg, 2023) Melamane, Siphokazi
Background: The Fourth Industrial Revolution and the recent outbreak of the Covid-19 pandemic have created a strong interest in digital transformation. Organisations have been focused on advancing their technological capabilities, thus increasing their IT investment capabilities. In the banking sector, the implementation of digital technologies has introduced the existence of digital banks and other non-financial organizations that have tapped into the financial services, such as fintech and retailer organisations. This has been gradually leading to a diluted market share, which was previously dominated by South Africa’s traditional banks. Digitising has therefore become an important aspect of organisations’ growth strategy. Purpose: This research study aims to investigate the impact of digital transformation on the financial performance of the traditional South African banks. Methodology: This study uses the quantitative research method where financial performance, is measured by return on assets (ROA) and digital technology (data analytics, artificial intelligence, cloud computing, and the Internet of Things). The data was collected using secondary data accessed from the traditional South African banks, namely; ABSA, Standard Bank, FNB, and Nedbank’s annual reports and full-year consolidated financial statements, from the year 2014-2021. Findings: Findings from this research study indicate that there is a strong relationship between digital technology and business performance, meaning that digital transformation does have an impact on the business performance of the traditional South African banks. Further, the relationship between the variables, digital technology and business performance is negative. This has been found by previous literature to be due to the initial costs of investment in digital technology. Research limitations/implications: Digital transformation is an important concept that continues to be explored by researchers and organisations. Therefore this research is relevant to many industries in the market, which presents an opportunity for it to be expanded to other industries. The impact of digital transformation on other performance factors such as operational performance can be studieS
Business model innovation in South African companies under the changing post-COVID-19 world of work
(University of the Witwatersrand, Johannesburg, 2021) Hlabathi, Katekani; Mzyece, Mjumo
Businesses that have survived pandemics and other major global disruptions have demonstrated the importance of continually re-evaluating their business models. Implementing business model innovation has been shown to significantly enhance a business's chances of surviving major global disruptions. This study aims to determine how the application of business model innovation, particularly in South African enterprises, has enabled these businesses to survive and remain profitable in a changing work environment, especially during the COVID-19 pandemic. In this context, business model innovation refers to the creative introduction of new ways of the business providing value to their customers through the products they sell or services they provide. A qualitative study with ten (10) respondents from South African enterprises was conducted to test the proposition that businesses who apply business model innovation in pandemics, such as the COVID-19 pandemic, will survive and become even more profitable. The study was conducted in several enterprises from different industries, using interviews and questionnaires. The study aims to provide a possible framework to be used by businesses during pandemics and to provide a basis for further research on the subject. The study's key findings show that there are both internal and external factors that influence the implementation of an innovative business model. COVID-19 was rated highly as an influence that is top of mind, affecting how firms conducted their businesses today. The study also revealed that customers and stakeholders are key to developing an innovative business model. The limitations of the study relate to the number of respondents and their location. This was a direct effect of the qualitative nature of the study and the physical and other restrictions due to COVID-19; thus, the results may not be widely representative or fully replicable. Nevertheless, overall, the study indicates that business model innovation could give businesses the competitive advantage and the differentiation needed to succeed during times of uncertainty.
Challenges and Opportunities for Innovation in the South African Mining Industry
(University of the Witwatersrand, Johannesburg, 2023) Ntlhoiseng, Tshepo Mmeko Phistos; Murimbika
Rising costs, diminishing ore grades, labour conflicts, and low-profit margins are all problems facing South Africa's mining industry. Along with external factors, such as global pressures, domestic factors have hindered the mining industry's economic recovery, leading to the loss of jobs, the closure of mines and the departure of certain international mining corporations. Throughout the country's history, the mining industry in South Africa has been recognised as a critical driver of economic development and job creation. The need to innovate for increased productivity is especially pressing in this sector, as it continues to be a significant source of employment in South Africa. The study set out to look into the challenges and opportunities for innovation in the South African mining sector. Exploratory, qualitative research was chosen to learn about the mining industry and its innovation potential. This study aimed to examine the gold and platinum mining industry specifically. Eleven interviews with top mining industry executives were undertaken. Thematic analysis was used to delve deeper into the industry's challenges and opportunities for innovation. The study revealed that organisational issues such as change management, stakeholder engagement, and the availability of finances, among others, hinder innovation. External elements, such as mining regulations, inhibit or enable innovations in the mining sector. Moreover, there are four areas where operational efficiency can be enhanced. According to the findings of this research, energy, transportation, big data, communication, and explosives have been highlighted as areas where innovation opportunities exist. Change management and stakeholder involvement were also identified as crucial areas requiring new solutions for effective operations to foster innovation.
Challenges and opportunities of corporate strategy implementation in the South African telecommunications sector
(University of the Witwatersrand, Johannesburg, 2023) Kubheka, Saadiqah; Bulbulia, Zunaid
Despite the substantial research conducted in the field of strategic planning, strategic management and strategic implementation, limited research dedicated to the telecommunications industry exists. The telecommunications industry enables connectivity, which is unique as it’s acts as a business enabler which most industries rely on to conduct their businesses in an efficient and effective manner. A telco also employs a variety of skillset’s ranging from highly technical Engineers to highly commercial Accountants and Customer Care agents which all need to operate as a collective for the business to function optimally. With this background, the main research question is as follows; with the downward cascading of organisational strategy being a common approach to create awareness throughout the organisation, why are there still huge pockets of an organisation who are not aware of the organisation’s strategy? The research commences with a literature review which investigates the existing academic research findings within the field of organisational strategy and applies the Mintzberg 5 P’s concept which explores different lenses to view strategy to gain competitive advantage. Utilising a qualitative research approach, by interviewing 12 research participants from the telecommunications industry as well as research survey completed by 45 further participants to supplement the research. It was found that employees have absolute trust in the Board of Directors to formulate the strategy of the telco. It was further found that the Board is largely inaccessible to the middle and junior levels of the organisation but more accessible to senior managers. This causes a communication barrier as many great innovations would not reach the correct audience
Chatbot says “Sorry, I don’t understand”: Recovery strategies for chatbot service failure
(University of the Witwatersrand, Johannesburg, 2021) Greaves, Claudette
AI Chatbots, especially those that are in early stages of development, can often be prone to ‘failure’ such as the inability to understand a customer question or to retrieve appropriate answers. This paper integrates the theories of expectation- confirmation, equity, and justice to construct an understanding behind customer’s preferences for organisational recovery strategies when nascent chatbots fail in South African financial services. The study proposes that when a failure occurs with a chatbot, customer expectations, perceived inequity, and justice influence recovery of customer outcomes to pre-failure levels or even better. The research takes an experimental approach to examine the impact of different organisational recovery strategies on satisfaction, loyalty, and intent to re-use the chatbot in a banking case study
Coaching executive leaders using digital platforms: a South Africa perspective
(2022) Manual, Cindy
In-person face-to-face coaching is slowly fading into the background as digital technology becomes more prominent in the way business is conducted. The advancement of digital technology was hastened by the Covid pandemic, forcing most business to adapt to a virtual space. As early as 2018, digital coaching was listed as the thirteenth trend in the coaching industry and by 2020, this had moved up to the second place. In a space of two years, its prominence in the industry moved 11 places, which likely was accelerated by the pandemic. Given this context, the main problem is understanding digital technology’s role in coaching executive leaders. The objective of this research paper was to explore coaches’ adaptation to the digital world and the influence the use of digital technology was having on the overall competency requirements of the coach. Cognitive Behavioural Coaching and Constructive Learning Theory forms the foundation of this research paper, and as the researcher was interested in the lived experiences of the research participants, an Interpretative phenomenological analysis approach was adopted. A total of eleven coaches were interviewed using a semi-structured interview guide. Thematic analysis was used to analyse the results of the transcribed interviews, resulting in several pertinent themes. The findings highlighted the speedy transition of experienced South African coaches from predominately in-person face-to-face coaching to a more hybrid coaching model with a heavier reliance on digital coaching and a preference to remain in the digital space. It also highlighted a need to revisit the competency requirements of coaches to include a digital component. The study gives insight into the change agility of more experience coaches and their ability to adapt to digital technology in a space dominated by in-person face-to-face methodology. It adds to the body of knowledge of how these coaches have transitioned during this time and also the rapid learning they had to adapt.
Competitiveness of South African ICT companies
(University of the Witwatersrand, Johannesburg, 2021) Christopher, Anton; Horne, Renee
A key issue facing the South African economy is the competitiveness of the ICT industry. With the growth of ICT multinationals in South Africa, the competitiveness of the local ICT industry is under scrutiny. A grounded theory-based qualitative methodology was deployed by interviewing participants drawn from the South African ICT industry and ICT multinationals in the country. Participants have experience of more than 20 years in ICT industry and worked at executive or senior management level. Data was collected through semi-structured interviews until theoretical saturation was reached. Data analysis was carried out using ATLAS.ti software. The study indicated that the South African ICT industry is only competitive within the South African ICT service sector, while not being globally competitive in the ICT manufacturing and ICT software development sectors. The study also found that ICT multinationals are competitive because of their strategically valuable resources (SVRs). These resources are both internal and external. External strategically valuable resources (SVRs) are their respective government policies and funding. Internal resources include cost-effectiveness, work ethics and innovation. Some of these resources are country-specific, while others are firm-specific. The study also showed that historically, the South African ICT industry was competitive and possessed strategically valuable resources (SVRs). It was also found that the South African ICT industry still possesses some strategically valuable resources (SVRs), these being mainly in the ICT service sector. Finally, the study also determined a framework of strategically valuable resources (SVRs) that can make the South African ICT industry competitive again. This research makes a significant theoretical contribution by enhancing resource- based theory, doing so by extending the theory – specifically an enhanced resource-based view – to a country and a heterogeneous ICT industry. This research also contributed a theoretical framework to the existing literature on resource-based theory. An empirical contribution is reached by firmly establishing the link between the competitiveness of ICT multinationals and their strategically valuable resources x (SVRs). A methodological contribution is gained by employing grounded theory-based qualitative methodology to research the ICT industry. Finally, the study provides practical recommendations to government policymakers and other stakeholders
Corporate governance of robotic process automation by South African firms
(2023) Nortje, Anri
Traditional corporate governance policies and principles do not make provision for the implications of new technologies, like robotic process automation, on digital business. Without the appropriate governance of technologically-enabled advancements, firms are exposed to new threats and face increased vulnerabilities. Using constructivism, this study aimed to understand which governance principles firms in South Africa should have in place for the use of robotic process automation. The study finds that the governance of robotic process automation depends on (i) digital governance and risk management, (ii) cybersecurity and data protection, and (iii) digital business ethics considerations that firms need to address when they deploy robotic process automation software. Based on the findings and the data analysis, the study formulates a model for the governance of robotic process automation called “an expanded model for RPA governance in South African digital business”. From this model, the study concludes with seven governance principles, proposed by the researcher, to assist South African firms with the governance of robotic process automation.
Cultural factors hindering mining technology adoption in South Africa
(University of the Witwatersrand, Johannesburg, 2022) Mokgatla, Tshidiso; Wotela, Kambidima
The performance of South Africa’s mining industry shows a downward trend, with traditional mining practices not suitable to produce minerals economically. The current conditions require technological innovations to safely mine the ore reserves efficiently and cost-effectively. This quantitative cross-sectional study explored possible cultural factors to determine whether they can explain the variance in the behavioural intentions of users to adopt technology in the context of South Africa’s mining industry and to assist the adopters of technology to increase the rate of adoption. The study explored the research hypotheses to determine whether the additional variables can further explain the variance in the behavioural intentions to adopt technological innovations. A random sampling technique was utilised for the study; research respondents consisted of both males and females working across organisational structures in the South African mining industry. The data were analysed using SPSS and applied descriptive statistics to test a proposed model for accepting technology in the South African mining industry. The study provides recommendations and the results of the study add to the body of knowledge in the field of technology acceptance.
Demographic influences on employee perceptions of Robotic Process Automation at a South African telecommunications company
(University of the Witwatersrand, Johannesburg, 2023) Robertson, Shaun
This research report investigates the influence of employees’ demographic characteristics on their perceptions of robotic process automation (RPA) in a South African telecommunications company. It uses an exploratory, non- experimental, quantitative research approach and presents and analyses primary data collected through an online survey instrument distributed to a cross-sectional, self-selection sample of employees. The research found that a large majority of employees perceived RPA to be beneficial to themselves and to the business and, were neither for nor against the implementation of RPA, but that they also believed that RPA was not flexible enough to be applied to every business task or process. It was also found that demographics have much less of an influence on employees’ perceptions of RPA than might be expected
Digital Global Business Services: A diversification prospect for South African telecoms operators owning submarine cables
(University of the Witswatersrand, Johannesburg, 2023) Ntseuoa, Pontso
With the advent of the Fourth Industrial Revolution and digital transformation, telecommunications operators core business has become gradually commoditised with most of their revenues being cannibalised by “edge-players” who render innovative digital services, piggyback on telecoms operators’ connectivity infrastructure, whilst easily bypassing them to reach the industry’s lucrative client base. This poses a problem as the diminishing revenues of the telecoms operators mean they may not be sustainable in the future and might eventually collapse. This qualitative research explored a potential business case for South African telecoms operators owning submarine cables on how they can possibly diversify into digital Global Business Services (GBS), servicing new international markets, in a quest to expand their revenue generation prospects. Convenient sampling method was employed with the initial data collection, then followed by purposive and snowballing sampling approaches to reach 10 interview participants who are executives in the GBS and telecoms industries. Data was collected using semi-structured in-depth interviews and analysed using theoretical thematic analysis, based on 4 predetermined themes of vendor configurations and strategies, prerequisite strategic resources, prerequisite capabilities, and prerequisite core competencies premised by the study’s conceptual framework. The study found that SA telecoms operators with ownership in submarine cables, do have the potential to successfully diversify into the digital GBS industry servicing new international markets. The study determined that entering the digital GBS industry requires comprehensive market research, understanding of target markets and countries, collaborations, investment in talent, and leveraging of unique assets. The study also recommended that SA telcos should focus on their existing strengths and adapt to evolving digital technologies and global work environments in order to successfully enter into this competitive digital Global Business Services industry

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