Electronic Theses and Dissertations (Masters/MBA)

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    Exploring the big data maturity level of a metropolitan municipality in Gauteng Province, South Africa
    (University of the Witwatersrand, Johannesburg, 2024) Mathane, Tlou Phillemon; Mayayise, Thembekile
    A recent study by the World Bank highlights the importance of public sector organizations to embark on digital transformation. Public sector organizations that successfully undertake digital transformation journey serve their customers better; become more competitive; and improve their financial performance. Significantly, they also improve their digital maturity levels. Using a case study design, this study explored the big data maturity status quo of the Tshwane metropolitan municipality. Data maturity assessments are needful in the public sector to assist them in digital technology adoption. Conceptually, the study used the Resource View (RBV) theory to understand the extent to which this city optimizes big data as a strategic resource for decision-making. The study also used the Dynamic Capabilities Theory (DCT) to explore the extent to which big data analytics is leveraged to enhance capabilities of the city to improve service delivery. In this regard, the study focussed on five themes, viz: (a) organizational vision and strategy, (b) customer relations management, (c) data-driven- decision-making, (d) data governance, and (e) deployment of industry 4.0 best practices and/or systems. Following a qualitative design, the researcher collected data from 20 managers, using two data collection strategies. First, a focus group discussion was used to collect data from 8 managers at operational management level. A purposive sampling method was used. Secondly, structured questionnaires were administered to 12 managers, of which 6 were middle management level, and 6 were top management level incumbents. The study finds that there is no common understanding regarding the vision and strategy for digital transformation in the city. Big data analytics is not optimally used for purposes of innovation, and operational and strategic decision-making. This study contributes by uncovering some of the challenges faced by public sector organisations as far as using data to drive decision-making is concerned. In this regard, the study also tables some of the remedies and interventions that can be embarked upon to undermine some of the key teething challenges
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    Dynamics of digital servitisation transformation in earthmoving equipment dealerships
    (University of the Witwatersrand, Johannesburg, 2024) Darko, Simon Yaw Osei; Alagbaoso, Manessah
    In the rapidly evolving earthmoving equipment industry, this study investigates the challenges and opportunities stemming from digital servitization transformation. As conventional dealership models face disruption from digital technologies, the necessity for adaptation to maintain competitiveness becomes evident. This research seeks to address the gaps in understanding regarding the transformation process and the implications of digital servitisation within this industry context. Drawing upon a conceptual framework that integrates principles of digital transformation and servitisation, the study examines the critical stages of transformation and the pivotal role of leadership. Qualitative methods, including interviews with 9 senior managers and executives from two earthmoving equipment dealerships, were employed to capture insights into the transformation journey, challenges encountered, and the leadership dynamics driving the process. Key findings underscore the multifaceted nature of digital servitization transformation, emphasizing the importance of strategic alignment, IT transformation, process digitization, organizational change, customer service innovation through artificial intelligence and machine learning and leadership adaptability. The research offers a structured framework to assist industry practitioners in effectively navigating the transformation journey. In conclusion, this study emphasizes the imperative for earthmoving equipment dealerships to embrace digital servitization as a strategic imperative for long-term viability. By providing actionable insights and guidance, the research advocates for proactive adaptation to capitalize on the opportunities presented by digital technologies, thereby ensuring sustainable growth and competitiveness in the digital era
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    The role of organisational culture in adopting digital platforms in South African banks
    (University of the Witwatersrand, Johannesburg, 2024) Barnes, LeRoy Curtis; Ochara,Nixon
    The advancement and pervasiveness of digital technologies are causing significant disruptions in the banking industry’s market definitions, operations, and business models, resulting in a surge in digital transformation in the banking sector in the past decade. This research contributes to the existing literature by evaluating the organisational culture of South African banks and examining how it promotes or hinders the adoption of digital platforms. This research explored how organisational culture influences the adoption of digital platforms within South African banking institutions. Twelve attributes were used as variables to describe digital organisational culture alongside the technology-organisation-environment (TOE) framework. The study uses a quantitative approach to validate theory and examine variable interrelations. The study collected responses from 127 South African banking sector employees using non-probability convenience sampling. A Likert scale questionnaire with 17 questions captured respondents’ feedback on digital organisational culture and digital platform adoption. Reliability and descriptive statistical analysis, Shapiro-Wilk test Factor analysis, Regression analysis, Correlation analysis (Spearman’s Rho), Mann-Whitney U test, and Kruskal-Wallis test were employed to analyse the data. The study found that digital organisational culture positively influences digital platform adoption in the banking sector. The factors within digital organisational culture that have a significant influence are cross-functional teams, digital skills, and start-up mentality. However, mutual decision-making was found to have a significant negative influence on adoption. The Mann-Whitney U test suggests no significant differences in digital platform adoption between traditional and digital banks. The test also suggests no significant differences in the perceptions of digital culture factors between traditional and digital banks, except for failure culture. The Kruskal-Wallis test results indicate no significant differences in the iii distribution of most variables tested across organisational roles, except for cross- functional teams. The study underscores the crucial importance of collaborative, agile, and innovative cultures within banking organisations, as observed through the significant roles of cross-functional teams and the positive correlation of start-up mentality. The study also highlights the need for ongoing investment in digital skills development and the strategic repositioning of IT departments to support digital transformation objectives effectively. Moreover, the strong positive correlation between customer integration and digital platform adoption emphasises the crucial role of customer-centric approaches in the digital transformation process.
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    The potential impact of digital transformation adoption on customer experience and customer value in the South African mobile telecommunications sector
    (University of the Witwatersrand, Johannesburg, 2024) Sigamoney, Nadine; Magida, Ayanda
    This research study investigated the impact of the adoption of digital transformation by customers of South African mobile network operators (MNOs) on their perceived customer experience and customer value. Prior studies qualitatively investigate the maturity of digital transformation in South African entities yet there is limited insight on the measurable impact of digital transformation, particularly from the consumer-facing perspective. The study adopted a quantitative, positivist, and deductive approach, using an online survey to collect data from 181 respondents who use mobile connectivity services from South African MNOs and MVNOs. The study adapted the Diffusion of Innovations theory as the theoretical framework and tested four hypotheses using regression analysis and confirmatory factor analysis. The results showed that the adoption of digital transformation, measured by the relative advantage characteristic from the theory, had a positive impact on both customer experience and customer value. The results also indicated that digital transformation had a positive impact on digital literacy, yet digital literacy did not have a mediating effect on the relationship between digital transformation adoption and customer experience, nor on digital transformation and customer value. The study contributed to the academic knowledge on digital transformation in South Africa, particularly in the consumer-focused telecommunications industry, and provided practical implications for telecommunications practitioners on how to leverage digital transformation initiatives to enhance customer experience and customer value in the South African market. Recommendations for future studies included studying a broader sample of the South African market, adopting a mixed-method approach to obtain rich customer sentiment insights and increasing focus on studying the effects of digital literacy
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    An Assessment of Digital Transformation and Maturity in the South African banking sector
    (University of the Witwatersrand, Johannesburg, 2024) Garane, Achumile Sinazo; Anning, Thomas Dorson
    The present study investigates the nuances of digital transformation and maturity in the South African banking sector. In the present study, the prevailing problem is that documented scientific evidence seemingly suggests business customers have to wait a long time for their loan applications to be accepted because banks lack the necessary digital capabilities, business processes and IT competencies to respond to all sales requests promptly. To deal with this pressing empirical and practical gap in the literature, this study collected primary data through a semi-structured interview approach. To do this, two samples were drawn from business executives and retail and business client strata from the banking sector in South Africa. A total of 15 interviews were conducted, comprising 7 business executives and 8 from the retail and business clients group. Data was analysed using thematic analysis. The findings suggest that South Africa's banking industry has a well-advanced digital banking system that integrates business and retail clients with the global financial system and makes it easier for them to plan their cash flow streams using different products offered by digital banking platforms. Nonetheless, despite a relatively advanced banking system, evidence suggests that retail and business banking clients lack the knowledge on how to use digital banking applications. As such, the study recommends that financial institutions should develop user-friendly products, increase knowledge of product usage to clients, and eliminate the probability of cybercrime in digital banking platforms
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    The effectiveness of technological advancements on project execution in the South African financial services sector
    (University of the Witwatersrand, Johannesburg, 2021) Rantao, Samuel; Mupfawa , Shungu; Wotela, Nkambidima
    Background: The digital age is filled with emerging digital technologies that are evolving at a rapid pace. The wide scope of digital technologies streams such as ‘artificial intelligence’ (AI), ‘automation’, ‘big data’, ‘cloud computing' and the ‘Internet of Things’ (IoT) have created opportunities and challenges to all involved in banking to embrace digital transformation. Objectives: The purpose of this study is to explore the effectiveness of technological advancements on project execution in the South African financial services sector. The main emphasis for banks to remain relevant and gain a competitive advantage in this digital age, they would need to transform digitally by adopting appropriate emerging technologies and transition their backend processes and operations. The study further explores the mitigation of the problem statements through a management consulting start-up as a possible solution. Method: The research method was in the form of a quantitative research design, which involved 267 online surveys with banking professionals working within IT such as Chief Digital Officers, Head of Departments, and Project teams. The literature review indicated that digital transformation was reshaping the structure of the banking sector, and the role of IT project execution in the digital age. This has emphasised the need for banking professionals to stay abreast with the fourth industrial revolution developments and trends, and to prepare for imminent changes as the digital age requires new skills and competencies. Results: The findings from this study indicated that the issues pertaining to digital transformation are multifaceted and go beyond the incumbents in the financial services banking sector as they affect companies operating in other industries across SA. The findings from this study are expected to contribute to the extant literature in the field of digital transformation and competencies required by banking professionals. Conclusion: The fourth industrial revolution has introduced significant new technologies in all areas of business, and the banking sector is no different. The emergence of technologies has impacted the way projects need to be executed, in terms of speed, efficiencies and processes. All of this requires new mindsets with advanced skills which need to be quickly attained and practiced at the highest levels to make the most of the technologies
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    An analysis of the execution of digital transformation strategy in a large petrochemical organisation in South Africa
    (University of the Witwatersrand, Johannesburg, 2023) Billett, Leelind Timothy; Fanny, Saruchera
    This research paper explored the implementation of digital transformation strategies in a South African petrochemical organization, focusing on the challenges, facilitators, and best practices for successful execution. The study sought to identify common pitfalls in digital transformation success, and solutions to overcome such. The methodology used in this study, which involved qualitative interviews with relevant stakeholders, was deemed appropriate for exploring the subjective experiences and perspectives of the interviewees on strategy execution. A sample population of 12 interview candidates were identified for their expertise and experience in digital transformation and digitisation implementations. The specific population of senior management and digital consultants responsible for interpreting digital transformation strategies was considered relevant and provides a targeted focus for the research objectives. A qualitative analysis tool Atlas. ti (Version 22) was used to analyse the data and derive codes and themes, which formed the basis of the findings and recommendations made in the research paper. The study revealed the importance of strategy execution in the petrochemical industry and identified key barriers and facilitative factors, which included end-user buy-in, resource allocation and executive support factors. The findings of this study reiterated the need for tailored strategies and approaches to implementation, as well as the importance of end-user buy-in and change management. Building on the insights gathered from the research, this paper proposed a framework for successful digital transformation execution, consisting of six interrelated factors: organisational approach, end-user buy-in, tailormade solutions, innovation, experimentation, and change management. The framework could guide organisations in executing their digital transformation goals more efficiently and effectively, taking into account the unique context and challenges faced by the petrochemical industry in South Africa. Overall, this paper highlights the importance of effective strategy execution in digital transformation initiatives, particularly in the petrochemical industry in South Africa. The proposed framework offers a practical guide for organizations seeking to achieve their digital transformation goals while contributing to the broader conversation around digital transformation strategy and execution
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    Large-scale agile transformations: experiences in the South African banking industry
    (University of the Witwatersrand, Johannesburg, 2023) Wayi, Khuselwa Asanda; Godspower-Akpomiemie, Euphemia
    The aim of this qualitative research study is to capture and derive meaning from the lived experiences of leaders implementing large-scale agile transformations in the SA banking industry. The study conducted was based on three research objectives, namely: 1) To explore the process of implementing large-scale agile transformations in the SA banking industry; 2) To explore the challenges of implementing large-scale agile transformations; and 3) To explore the success factors of implementing large- scale agile transformations. Through the purposive sampling technique, 11 semi-structured one-on-one interviews were conducted with senior managers, department heads, functional heads and divisional executives steering business and technology areas within the SA banks. At the time of the interviews, each participant had been exposed to the agile transformation journey of at least one of the top 4 banks. Some participants also had agile experience in other sectors such as management consulting, telecoms, retail, technology start-ups, the health sector, and the broader financial services industry. The study found that the agile transformation journeys of the top 4 SA banks were well underway and earning the incumbents some benefit in the form of a reduction in the time taken to land technical solutions, as well as improvements in customer experience. The study confirmed that many of the challenges and success factors of large-scale agile transformations previously documented in literature continue to be prevalent in, and relevant to the SA banking industry. In addition to these, the study found that the prioritisation of technical delivery over innovation was an emerging challenge in the industry. This was further highlighted by participants emphasising the need to ensure a much firmer relationship between the banks’ strategic intent and the technical delivery achieved through agile – the study found this to be a critical success factor in implementing large-scale agile transformations. While progress is being made, much more remains to be done for the SA banks to realise the full potential of their agile transformations. It is recommended that the incumbents shift their focus from speed through agile, towards greater prioritisation of innovation that solves for the less tangible needs of their customers
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    Leadership practices and digital transformation: A case of a South African Bank
    (University of the Witwatersrand, Johannesburg, 2023) Rustin, Virgil Duane; Sethibe, Tebogo
    This research report explores the leadership practices required for effective digital transformation in the South African retail banking context, focusing on understanding the leadership practices of operational level employees undergoing digital transformation. The research explores whether the leadership practices at operational management level are aligned to those of senior management and whether there are any other prevailing leadership practices that contributes towards successful digital transformation. The existing scholarly literature examines leadership frameworks and key mindset development against its relativity to leadership positions and the impact thereof in the execution of digital transformation initiatives, however much of the literature is focussed either at a corporate level, executive leadership level or broadly speaks to the collective mindset and values that companies should either instil or foster in employees. This study was conducted utilising an empirical, qualitative research approach in which semi-structured interviews were held with fifteen sampled participants within the retail division from one of the five major traditional banks in South Africa that prioritised digital transformation as a strategic objective. The sampled participants were identified based on their managerial role and experience in implementation of digital transformation initiatives within their Information Technology function. The study findings support that much of the leadership practices used by executives are indeed also employed by operational managers, however the operational manager focuses on the altro-centric or people-oriented aspects of digital maturity and correctly influencing staff holistically, through focussing on leadership culture & competencies, people centred transformation and transformational practices during digital transformation. Based on the findings of the study, four recommendations have been made in order to further expand on the theoretical and business Body of Knowledge (BoK) in leadership practices and digital transformation within financial services organisations namely, measures for evaluating the situational effectiveness of leadership practices, collective managerial learnings on leadership, the impact of rewards-based innovation & digital transformation and educational investment & retention of talent
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    Exploring the relationship between the factors of Digital Maturity
    (University of the Witwatersrand, Johannesburg, 2023) Nkomazana, Joice; Armstrong, Brian
    This study examines the factors that influence digital transformation in South African organizations and explain their hypothesized relationships. Armstrong and Lee (2021), building on and synthesizing existing models of digital maturity, proposed a unified digital maturity model and further proposed a systems digital maturity model to understand these relationships. However, their model has not been directly empirically validated, including in the specific context of South African businesses. Therefore, the extent to which the same questions or factors apply in a South African business context remains assumed. Secondly, while the proposed systems model is intuitively compelling, the relationship between the factors is postulated rather than demonstrated. These factors are not independent, as one might – and in many cases will – impact the other. As a result, there is a lack of studies that disentangles business results from the other factors of digital maturity to see whether these factors can explain the business results. Accordingly, there is a need to examine the relationship between these other factors and business results. The research was quantitative and cross-sectional. An online survey using a self- administered questionnaire was issued to collect data from the sample from the 763 respondents drawn from the student database studying digital business management courses at the Wits Business School during the period 2019 to 2022. The study found out that the majority of the factors of digital maturity have a positive and significant relationship with each other. Moreover, these findings suggest that these factors are crucial to the success of a business, and they contribute to successful digital transformation and business results. However, the study also found a negative and statistically insignificant relationship between organization and governance and workforce enablement and performance, skills and workforce enablement and performance, Information Technology/ Information systems excellence (IT/IS) and workforce enablement and performance and Workforce enablement and performance and business results, whereas Investment and 3 innovation architecture and workforce enablement showed a negative and significant relationship. The implications of this research for managers are to inform practitioners of the significance of digital transformation and the factors that drive it. The study will also assist managers in developing risk management strategies that address the unique challenges digital transformation poses. The study will assist managers in differentiating their organizations from competitors by investing in digital abilities that improve agility, customer service, and innovation