ETD Collection

Permanent URI for this collectionhttps://wiredspace.wits.ac.za/handle/10539/104


Please note: Digitised content is made available at the best possible quality range, taking into consideration file size and the condition of the original item. These restrictions may sometimes affect the quality of the final published item. For queries regarding content of ETD collection please contact IR specialists by email : IR specialists or Tel : 011 717 4652 / 1954

Follow the link below for important information about Electronic Theses and Dissertations (ETD)

Library Guide about ETD

Browse

Filters

20171

Settings

Author: search.filters.author.Husvu, MunyaradziSubject: search.filters.subject.Management information systems

Search Results

Now showing 1 - 1 of 1
  • No Thumbnail Available
    Item
    Business process improvements and innovations in support service processes and the effective measurement of their impact on the performance of manufacturing firms in South Africa
    (2017) Husvu, Munyaradzi
    Manufacturing companies have challenges implementing business process improvements and innovations (BPI) on support service processes effectively and find it difficult to measure the impact of such interventions on the overall performance of the organisation. Measurement of the impact of BPIs on overall performance of manufacturing companies is problematic due to the inadequacy of BPI metrics for support services. Furthermore, there are no universally accepted frameworks available for the measurement of the impact of improvements on support service processes on the performance of manufacturing companies. While there are frameworks available for performance measurement in general, they are not specific to measurement of the impact of BPIs in manufacturing support service processes. An initial exploratory study, based on an online survey of 50 companies that would typically conduct BPI or where known to the researcher to have conducted BPIs recently, was conducted to explore the nature of BPIs in manufacturing support service processes in South Africa. A second longer online survey was then conducted with 1000 respondents in manufacturing companies selected through expert sampling to further explore the nature and impact of BPIs in manufacturing support service processes considering selection of support service processes, the types and number of support service processes as well as BPI traditions and methodologies in use within manufacturing companies. In addition, four companies were selected for in-depth case studies in which ten projects were analysed by applying within case and cross case analysis The results of the surveys, the case studies and a revisit to the case companies were used to refine successive iterations of a theoretical framework initially developed from the literature. The framework provides a set of guidelines and actions for manufacturing companies to effectively conduct BPIs on manufacturing support service processes a basis from which the impact of improvements in manufacturing support service processes on manufacturing companies can be measured by providing the measurement areas to consider and a set of high level measures to use as high level indicators. Finally, the framework was checked for completeness using recommended criteria derived from the literature and was found to be complete and suitable as it met all the criteria for good measurement systems defined in the literature sources used in this study.