3. Electronic Theses and Dissertations (ETDs) - All submissions
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Item Development of a systems front end research framework to inform strategic planning of projects in Transnet SOC Ltd(2018) Madzibane, Shihungasi SamanthaThe research involved investigating the occurrence of project failure within the Transnet environment and developing a conceptual framework, called the Front End Research Framework, to guide the organisation in mitigating project failure through the application of Systems principles. Project failure, whether it be partial or complete non-delivery on the organisational and/or market needs, leads to the inefficient use of Transnet’s resources including time, capital and manpower. Twenty key causes for project failure in various industries, including transportation and logistics, were derived from critical literature review. In this thesis, these are titled the “20 Project Failure Red Flags”. These 20 Project Failure Red Flags were narrowed down through archival research of Transnet project reports as well as a survey conducted on Transnet project and programme team members. The results indicated that the five most pertinent causes for project failure in Transnet were lack of sponsor support/buy in, unclear strategic direction by top management, communication breakdown among stakeholders, interdependencies not identified in the early stages of planning and lack of documented requirements and/or success criteria. The Front End Research Framework was developed by adapting the Zachman Framework™ (Zachman, 2008) as well as the Viable Systems Model (Beer, 1989) to indicate how stakeholder engagement, needs elicitation, requirements analysis and management, Systems Engineering management and system design can be applied during the pre-project phase in order to mitigate project failure.Item The influence of enterprise architecture maturity on business value: a perspective from the South African financial services environment(2018) Bachoo, AvsharnEnterprise Architecture (EA) is viewed as a source of business value and competitiveness due to beneficial outcomes such as reduced system complexity, business-information technology (IT) alignment, and improved system integration. However, challenges exist in understanding the relationship between EA and business value at different maturity levels. This research focused on the connection between the EA maturity of an organisation and the business value associated with it in the South African (SA) financial services environment. This study analysed dominant EA frameworks, maturity models, as well as various explanations of the term business value from literature. The resource-based view of the firm (RBV) was used as the underlying theoretical framework to structure this research, by examining EA as an intangible resource, and maturity as a source of heterogeneity. This study further contributed to the RBV operationalisation debate, by using the Architecture Capability Maturity Model (ACMM) as a supporting theory to operationalise EA from a qualitative perspective. The critical realism philosophy, which states that mechanisms generate events, shaped this research by creating focus on the underlying EA mechanisms that led to business value, as well as insights into the opportunities and challenges organisations experience as they progress to higher levels of maturity. This study built a middle range theory using a qualitative approach. Moreover, characteristics of descriptive, exploratory, and explanatory research were used within this investigation. A case study strategy, comprising of semi structured interviews and artefacts was employed to collect data for this study. The results were subsequently examined using thematic analysis techniques. This study established that within level 1 maturity, minimal EA practices driven by a few staff members were in place. Forms of value such as hardware cost savings, software cost savings, and visualisation were experienced. Most of the business units fell within level 2 maturity, indicating that EA practices were still under development. Forms of value such as increased revenue, improved development time and reduced complexity were attained. Business units within level 3 had simple EA practices in place with clear target states. Process improvements, improved risk management and improved customer service were experienced. Within level 4 maturity, EA was fully integrated into the culture, with EA metrics defined. In addition, forms of value such as improved decision-making, innovation and enhanced customer insights were also experienced. None of the business units were rated within level 5 maturity. This study found that EA was generally implemented at a coarse granularity of refinement across levels 1 and 2 maturities, at a medium granularity within level 3, and a fine granularity within level 4 maturity. Further, this study demonstrated that EA is a source of both tangible and intangible forms of value.Item An analysis of the 4th year '' system management and integration'' course, using individual reflections on working in multidisciplinary groups(2018) Pentz, MicheleIt is a requirement of the Engineering Council of South Africa (ECSA) that all tertiary education institutions ascertain whether their current courses meet the ECSA Exit Level Outcomes (ELO), as identified by the institution themselves. The course project for MECN4020 – Systems Engineering and Management – at the University of the Witwatersrand is required to meet the requirement of the ECSA ELO 8, as prescribed. Students are instructed to reflect on the experience. Qualitative research is used to both induct emergent themes from the student reflections, as well as deduct, whether the ECSA ELO 8 requirements are met by the project. Emergent themes from inductive analysis result in emergent themes, which are then compared to the pilot study conducted. Deductive analysis identifies the inference that may be placed on the student population, so that the ECSA ELO 8 requirements are identified as met or not met. ECSA ELO 8 requirements that are considered to be met by the group project for MECN4020 are “The Candidate Makes Individual Contributions”, “The Candidate Enhances the Work of Fellow Team Members”, “The Candidate Benefits from the Support of Team Members”, “The Candidate Communicates Effectively With Team Members”, “The Candidate Acquires a Working Knowledge of a Co-Workers Discipline”, “The Candidate Communicates Across a Disciplinary Boundary” and “The Candidate Uses a Systems Approach”. Emergent themes and extant literature as used to develop recommendations, so that the MECN4020 project may meet the ECSA ELO 8 requirement. Suggestions for improvement are given using a framework consistent with the design of multidisciplinary education design.Item The adoption of interorganisational information systems by South African firms: a technological, organisational and environmental perspective(2017) Mkhize, ZamamboInterorganisational information systems (IOIS) are automated systems which allow one or more firms to connect to their suppliers or customers in order to exchange data and information. Previous literature has suggested that the adoption of interorganisational information systems presents several benefits and challenges. IOIS is assumed to offer organisations the capability to improve business processes and provide better working relations with business partners. Despite this advantage that IOIS offers, adoption of IOIS presents complexities such as those associated with compatibility with a firm's IT infrastructure, lack of available skills, and concerns over data security and system failures. Through a review of existing IOIS literature, this study identified that four types of IOISs are available in South African, namely dyadic, multilateral, community, and hub and spoke. In addition, the technological, organisational and environmental (TOE) factors influencing the adoption IOIS were identified. A model exploring the effects of the pre-determined TOE factors on the adoption of IOIS was developed and tested. The TOE framework provided a theoretical contribution and addressed a gap in the literature into the barriers and determinants of the adoption of interorganisational information system (IOIS) across various organisations. A quantitative study was carried out and survey data was collected from a sample of 119 organisations across different sectors in South Africa. Data was collected using a structured questionnaire instrument administered online to a single key informant from each sampled organisation. The results revealed that multilateral IOIS are the most adopted systems while Hub and spoke IOIS are the least used. Furthermore, from the elven technologies which were identified in the literature review, the study revealed that groupware technologies, electronic payment system/online banking, video conferencing and electronic data interchange were the most adopted IOIS technologies within the sampled organisations. Adoption of IOIS was defined in two ways. First, IOIS adoption was measured as the number of implemented IOIS technologies. Second, as the extent which IOIS is used as communication medium with business partners and supports an organisation in decision making, business operation and replaces legacy technologies. Correlation analysis was used to test the model’s hypotheses and multiple regression was used to test the overall TOE model. The results showed that perceived compatibility, competition, and IS technical skill and education and training are most correlated with the adoption of IOIS, where adoption is measured as the extent of IOIS used as communication medium with business partners and used as support within an organisation. Top management support, trading partner pressure and perceived relative advantage of IOIS were also positively correlated with adoption, where adoption is measured as implemented IOIS technologies. Perceived complexity was found to be a barrier to IOIS adoption. This study serves as a guide for assessing factors contributing to interorganisational information system adoption and provides organisations with greater insight into the factors likely to enable and inhibit IOIS adoption. Keywords: IOS, IOIS, Technology-Organisation-Environment (TOE) Framework, information technology, IS department.Item Power and influence of information technology project teams : an empirical study in a South African context(2017) Kobedi, Mpho DavidInformation systems development (ISD) project teams are involved in requirements elicitation, analysis, development, testing and deployment of various information technology solutions. These teams often compete with each other for limited resources in an attempt to fulfil their organisational mandate. As a result, project teams can exert power over each other and employ various influence tactics in attempt to gain and maintain positions of power which allow them to control key resources and influence decision making processes. This study examined the strategic environmental and structural conditions of fulfilment which influence the power of ISD project teams, and the extent to which influence tactics can impact on team power level. Data was collected using a structured questionnaire instrument. A sample of 106 teams from five companies was obtained. The companies operate in the financial services and government sectors. A single key informant responded on behalf of their team. Correlation and regression analysis was used to test the hypothesized links between power and the structural conditions of fulfilment namely centrality and substitutability, as well as, the environmental condition of coping with uncertainty. The moderating effects of influence tactics on these relationships was tested via hierarchical moderated regression. Results indicated that the strategic condition of coping with uncertainty significantly and positively affects perceived team power, whilst substitutability significantly and negatively affects perceived team power. Support for the structural condition of centrality was not found to be significant. Additionally, the influence tactic of rational persuasion was found to moderate the relationship between power and coping with uncertainty such that rational persuasion interacts with coping with uncertainty to affect power. Results also indicated that the influence tactic of collaboration was not a moderator but rather has significant direct effects on perceived team power. The study concluded that ISD project teams who cope with project uncertainties and whose tasks and functionalities are difficult to replace, as well as, those who effectively collaborate with other teams will have greater power within project settings. Moreover, ISD project teams can combine rational persuasion tactics with coping with uncertainty to exert even stronger effects on power. The outcomes of this study help to bring an understanding of the impact of the strategic conditions factors on perceived team power within ISD project settings, as well as the role of specific influence tactics in the formation of power.Item Social informatics perspective as an integrative design method for information systems technology and business intelligence and analytics: a critical realist study(2016) Dlamini, Noxolo SipheleleThis study contends that Information Systems and Technologies (ISTs) fail to adequately provide for effective delivery of Business Intelligence and Analytics (BIA), which limits the value that organisations can derive from their data assets. In spite of the influence that each has on the other and their widely acknowledged and undisputed relationship and interdependencies, design and development approaches still promote a silo approach to IST and BIA in theory and practice. The evolution of the role of data in the digital economy not only compels academics and practitioners to collaborate on how to enable creation of good quality data at source but intensifies the requirement for an integrated approach to IST and BIA design. The research problem that the study addresses is that design methods commonly employed in both Information Systems (IS) research studies and practice do not advocate for an integrated approach to design and development of IST and BIA. While IS research accounts for both IST and BIA, IST and BIA design and development studies are approached independently and/or in isolation, with limited integration. The effectiveness of Social informatics (SI) as an interdisciplinary study of design, uses and consequences of use, puts it above the rest of the commonly applied socio-technical design theories and approaches. SI’s strength is in studying designs, uses and consequences of IST use after implementation. However, the theory versus practice inconsistencies presented by the interpretivist paradigm, which is an underpinning philosophy for classical SI, limit its use as a design method. Critical Realism (CR) offers the research study a viable alternative and is crucial in addressing both contextual requirements, while embracing the positivist, deterministic aspects of the study. CR is a pluralist approach based on sound research method principles; hence the study adopted it as both the theoretical paradigm and research method. The research study objective is to reconceptualise the SI perspective as an integrative design method underpinned by CR. The study adopts CR as its research methodology. CR is a philosophy of science that allows for the pluralistic approach to operationalisation of the research strategy, a catalyst in addressing the paradigmatic challenges of the research study. The ability to address the qualitative realist requirements of the study while effectively dealing with the positivist characteristics of the research was crucial in ensuring comprehensive results. The insights which could only be effectively gained through a qualitative realist process of enquiry were invaluable in advancing the IST and BIA design knowledge and practice. CR’s strength in focusing the research practice on the complexities of the real world is a critical enabler for an open system discipline such as IS. It ensures that the research is placed within the realist context of time, space and culture. CR is effective in allowing the researcher to explain the mechanisms that influence the social actor action at different levels of social organisations. It allows for the identification of non-deterministic tendencies in a complex, multidisciplinary and open system such as IS. It not only accounts for the varying social actor requirements at empirical level but reveals possible underlying causes and relationships of the observable or non-observable events and/or activities at play. This approach to analysis of IST and BIA requirements offers a unique ability to frame problems in meaningful and social actor-centred ways, at all levels of social organisation, enabling design and development of IST that are BIA centric. The development of new knowledge advances the field of IS design, a crucial step towards offering practitioners with a practical, structured and integrative design method. The critical realist approach is the most appropriate theoretical paradigm to adopt to address the theory-practice inconsistency challenges at the heart of the IS field. Its strength as a research methodology offers the researcher a unique ability to interact with data at a level that other research methods do not: that is, to examine the impact of data at the three fundamental levels of research – empirical, actual and real – thereby enhancing the effectiveness of its application in practice. Therefore, reconceptualisation of the SI perspective theoretical paradigm from interpretivism to CR offers greater benefits not only to this research study but to the IS field. This is yet another development in the field which seeks to address the long-standing challenge of IS value contribution that is constantly diminished by ineffective design methods and poor integration of the IST and BIA disciplines, which by design should be leveraging on each other’s strengths in a quest to deliver superior results to businesses. Business requirements analysed as input into the design process using the integrative CR-based design method account for BIA requirements, thus enhancing value derived from both IST and BIA.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, MunyaradziManufacturing 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.Item Questions on using control self assessment techniques on information systems development projects(1998) Erasmus, A JCorporate Governance requires management to report to its stakeholders on Internal Control Systems. Corporate Governance is the system through which organisations are directed and controlled. To meet these requirements management needs a mechanism through which they can stay abreast of such control systems. The aim of this research is to evaluate whether such a mechanism can be provided for Information System Development (ISD) projects, through Control Self-Assessment questionnaire and / or workshop techniques. [Abbreviated abstract. Open document to view full version}Item Is there a relationship between TQM practices and service quality in the restaurant industry(2016) Raciti, AnndronikiThis dissertation aims to identify whether or not there is clear and tangible evidence to suggest a relationship between the presence of total quality management (TQM) practices and service quality in the restaurant industry. It attempts to investigate if restaurants that show higher levels of service quality do so because they implement quality management practices in some form or another. The study considers four restaurants in Johannesburg. A research method was devised purely for this dissertation to measure the presence of quality management practices within the restaurant and the level of service quality experienced by the customer. Three research instruments were designed for the study by using various frameworks, specifically TQM (a type of quality management practice), the SERVQUAL instrument (a tool used to measure service quality) and qualitative research interviewing. Quality management practices at the restaurants were assessed using the first research instrument: The TQM Questionnaire, which was conducted as an interview between researcher and restaurant employees. The level of service quality was assessed using the second research instrument: The Customer Survey, which was dispensed to the restaurant customers. The third instrument, an observations table was used to corroborate the results obtained by the first two instruments and was designed by the researcher. The results of the TQM Questionnaire were analysed using content analysis, and each restaurant was assigned a total TQM score, which signified the degree to which they implement TQM practices. These scores were compared to the results obtained from the customer surveys, which assigned each restaurant with a SERVQUAL score that measured the degree of customer satisfaction. The TQM results were compared to the SERVQUAL results for each restaurant in order to identify a relationship between the two aspects. The research identified that 3 of the 4 restaurants showed a clear relationship between the presence of TQM practices in their operations and the level of service quality experienced by the customer. It was identified that restaurants that achieved high TQM scores also achieved the highest SERVQUAL scores. This finding recognises that there is a relationship between TQM and service quality, however the study does not go forward to investigate the nature of this relationship.Item Programme management principles as critical success factors for the realisation of post-implementation benefits from an ERP implementation(2016) Bindeman, KonradThe purpose of this research was to determine whether principles promoted by a programme management discipline be defined as critical success factors (CSFs) for the realisation of post-implementation benefits from an ERP investment in an organisation. The research method consists of a single case study with three embedded cases. The main source of data was the use of semi-structured interviews, and business documentation was used to corroborate findings. It was concluded that of the eleven CSFs proposed, three were highly likely CSFs, seven were likely but had certain conditions attached, and one is most likely not a CSF. It was also discovered that four additional CSFs proposed in interviews conducted may be relevant, and that four themes exist within the case data analysed. These may form part of future work.