Faculty of Commerce, Law and Management (ETDs)

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    The digital maturity of supply chain technology in South Africa
    (University of the Witwatersrand, Johannesburg, 2024) Nkwenkwe, Monde; Oba, Pius
    “The most profound technologies are those that disappear... They weave themselves into the fabric of everyday life until they are indistinguishable from it” wrote computer scientist and visionary Mark Weiser nearly 25 years ago in his essay The Computer for the 21st Century (Facchini, 2020, p.39) Agility, resilience, and reliability have emerged as increasingly vital factors in supply chain management, particularly in navigating the complexities of a digitalized landscape. The objective of the study is to assess the digital maturity of supply chain technologies in South Africa, contrasting them with global maturity standards. The study's motivation stems from the need to comprehend the capacity of supply chain networks to meet the growing demand driven by the adoption of e- commerce and other external factors affecting the supply chain. The study on the digital maturity of supply chain technology in South Africa is crucial as it provides a comprehensive assessment of how advanced and integrated digital technologies are within the country's supply chain sector. It highlights the current state of technological adoption, identifying areas where South African supply chains excel and where they lag. This understanding is vital for enhancing operational efficiency, competitiveness, and resilience against disruptions. Furthermore, the study's insights can inform policy making, guide investments, and support businesses in adopting best practices, ultimately contributing to economic growth and sustainability by optimizing resource use and reducing operational costs. Employing a qualitative research approach, the study explores patterns of technology adoption in the supply chain and the resulting maturity of the technology, as per the propositions. The conceptual framework provides a clear delineation of the evolution from a traditional supply chain to a digitalized value chain, integrating technology across various segments of the supply chain network. Furthermore, it elucidates the integration of 4IR technologies such as IoT, robotics, cloud services, and big data analytics and the resultant impact on the efficiencies and effectiveness of the supply chain. Data was gathered through both focus group sessions and individual interviews involving a diverse range of supply chain experts, including individuals from sales, consultancy, implementation, and support teams. The primary finding indicates a consensus in adoption between the global patterns and the south African context. However, it is evident that the maturity level of technology utilization remains in its infancy stage in South Africa. Resilience of the supply chain is limited by the siloed implementation approach of technologies that do not function across the full value chain and data inconsistencies across the value chain prohibiting end to end visibility for efficient fulfilment of consumer requirements. Mature digital implementation of supply chain technology can significantly impact businesses in a positive manner by enhancing efficiency, competitiveness, and strategic decision-making
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    The perceived impact of digital technology on talent management in the Banking Sector
    (University of the Witwatersrand, Johannesburg, 2024) Kubheka, Mduduzi; Gobind, Jenika
    The purpose of the study was to explore how banks have used digital technologies to formulate talent strategies and manage talent that is agile and relevant to their businesses. The race for talent has become highly competitive as talent is one of the most critical resources required to win in today’s competitive market and technology in Talent Management (TM) is helping organisations manage talent effectively (Ghate, 2022). As business competition intensifies in banking, the need to attract, develop, and retain talent that is relevant to and agile for digital business is fundamental. This study investigated the impact of digital technologies in TM within the banking sector to add other studies that have already been conducted on TM for a digital business. The research questions formulated to investigate the impact of digital technologies in TM within the South African banking sector were 1) What digital technologies are used to manage talent? 2) How have these digital technologies been used to formulate TM strategies? What influence do digital technologies and TM strategies have on talent profiles. The conceptual framework developed a combination of theoretical frameworks being the Metcalfe’s Law theory and Talent Pipeline theory. Metcalfe’s law theory was chosen because it closely aligns with the more digital technologies are being used efficiently and effectively in managing talent the more value can be created for organisations. Talent Pipeline theory was chosen because it is the closest theory to cover the element of this study on talent identification, development, and retention. The data was collected from recorded online or face-to-face interviews by asking open-ended questions that are intended to elicit views and experiences. The profile of Participants were C-suite Executives, Managing Executives, and Senior Managers within the 5 largest South African banks. The C-Suite Executives are the owners of the Strategy formulation process and therefore are responsible for the digital technology and TM strategy. The Managing Executives are the implementers of the business strategy. Lastly, Senior Managers provided insights into their experiences as consumers of digital technologies and beneficiaries of iii the different TM processes. Included in the Senior Managers were those who had been recently hired and provided insights, specifically into the recruitment experience. 10 Participants participated in the study. The key findings from the study revealed that digital technologies such as Big data for talent analytics, Cloud computing, ERP systems, LMS, virtual classrooms, and social media are used to acquire, develop and retain talent. The study further highlighted that these digital technologies are used to digitalise employee profiling, recruitment, learning, performance management, succession planning, and understanding employee sentiments. This digitalisation resulted in better decisions making on appropriate retention strategies, learning and development activities, succession plans, engagement drivers, and career growth opportunities for employees
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    The impact of digital technologies on employees’ mental health and wellbeing in financial services in South Africa
    (University of the Witwatersrand, Johannesburg, 2024) Sansovini, Eleanor Iris; Magida, Ayanda
    This study aimed to examine the influence of digital technologies on the mental health and wellbeing of employees within South African financial services organisations. The research framework was rooted in the Unified Theory of Acceptance and Use of Technology (UTAUT). The aim was to identify the influencing factors of adoption and the usage associated with digital technologies and analyse the implications of the digital technologies for employees' mental health and wellbeing in the context of the financial services sector in South Africa. A quantitative methodology was employed, sampling employees from financial services organisations in South Africa. A convenience sampling approach was utilised, resulting in a final sample size of 174 respondents. The data collection process involved the administration of an online survey questionnaire. To analyse the gathered data and test formulated hypotheses, Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) were employed. Results of the study were consistent with the predictions of the UTAUT framework, indicating that performance expectancy, facilitating conditions, hedonic motivation, and social influence were the significant drivers of acceptance of digital technologies among users in financial services organisations. Furthermore, the study revealed significant positive correlations between the acceptance of digital technologies and both employee mental health and wellbeing. This signifies the interconnected nature of technology acceptance and its impact on employee outcomes. This study contributes to the existing knowledge by shedding light on the relationship between digital technologies, employee mental health, and wellbeing within the financial services sector in South Africa. The findings emphasise the importance of considering the multifaceted effects of technology on employees, urging organisations to recognise and address the implications for mental health and overall wellbeing in the workplace.
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    Digital transformation in Lesotho Postbank: a case for e-commerce, mobile application and ATMs
    (University of the Witwatersrand, Johannesburg, 2024) Ramokhoa, Tsepo; Sethibe, Tebogo
    Lesotho Postbank's endeavours to adopt Digital Transformation have resulted in limited advancements in offering online services, interactive websites, and other associated activities. This study examined the incorporation of e-commerce and other digital technologies, and the essential managerial skills required to implement digital transformation successfully. Specifically, it assessed the necessary digital skills and examined how emerging technologies and the characteristics of the digital environment influence these skills. The responses were obtained directly from senior managers involved in the organi sation's day-to-day decision-making process. The results suggest a general agreement that digital skills are necessary for Digital Transformation. It also highlights the need for continuous training among employees. Furthermore, the findings show a discrepancy between the understanding of digital transformation and the awareness of how the digital environment influences digital skills development. The findings also highlighted the necessity for implementing suitable strategies to address the rising risks associated with digital technology. The investigation revealed deficiencies in the bank's comprehension of digital transformation. The organisation still needs to adopt e-commerce. This disconnection is evident in the implementation of the strategy and leads to the formation of isolated groups in the execution process. Additionally, it was discovered that the digital transformation strategy requires the backing of proficient staff, a facilitating culture, a robust operating model, and an integrated governance and assurance framework. The study identified several obstacles to the research objectives. Four recommendations were proposed to tackle the rising difficulties. These recommendations include providing a precise definition of digital transformation, addressing cyber threats, promoting digital literacy, and fostering collaboration with Fintech businesses.
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    The impact of digital technologies on SME business performance in South Africa
    (University of the Witwatersrand, Johannesburg, 2024) Mdhluli, Mfanasibili Emmanuel
    In the era of digital transformation and digital technologies, small and medium enterprises (SMEs) face an ever-changing operating environment where being digitally savvy is critical for success. Therefore, adopting and using digital technology may prove to be an important decision that may lead to SMEs continuing to operate as going concerns, growing and being sustainable well into the future. This research delves into the impact of SMEs using digital technologies on business performance. While a myriad of business performance metrics can be tested, for this research, revenue, profit, operational efficiency, customer satisfaction, innovation, risk management and the economic indicator of job creation are analysed. The challenges faced by SMEs are well documented, but there seems to be a lack of research on the benefits and impact of using digital technologies. Faced with limited resources, SMEs must make strategic decisions to drive their businesses forward and investing in digital technologies is one of them. This study seeks to understand the rationale of deciding to use digital technologies utilising the extended technology adoption model (TAM2) coupled with business measures. A quantitative electronic survey was used to collect the data from a sample of 84 South African SMEs. The findings reveal that using digital technologies has a positive impact on SME business performance, thus making it imperative for SMEs to adopt and use digital technologies as part of their business models. The findings elucidate that using digital technologies is not merely an operational imperative, but is also transformative, unlocking sustained competitiveness. The study adds to the literature on the understanding of the impact of using digital technologies on SME business performance, especially from a South African context
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    The factors affecting the growth of SMEs in the Polokwane municipality
    (University of the Witwatersrand, Johannesburg, 2024) Letsoalo, Maite Evelyn; Mosenogi, Marumo
    Small and medium-sized businesses are an essential component of the national economy, as they have been regarded as the sector that determines the country's economic growth rate and contributes significantly to the structure of the gross national product. Small and Medium Enterprises (SMEs) play a critical role in driving economic growth, particularly in regions like Polokwane Municipality, located in the Limpopo Province of South Africa. The study began by outlining the backdrop of SMEs in the national and global economy, emphasising their pivotal role in job creation and GDP contribution. Despite their importance, SMEs faced various challenges hindering their growth and sustainability, particularly in South Africa. The research problem addressed the stagnation and decline of SMEs in South Africa, contrasting with the growth observed in other African nations. This study aimed to fill the gap in understanding the specific impact of SMEs on the South African economy, particularly within Polokwane Municipality. Through a series of research questions, the study aimed to identify key drivers of SMEs, analyse their impact on local economic development, assess the effectiveness of support mechanisms, and explore the influence of digital technologies on SME growth. The research adopted a qualitative approach, utilising interpretivism as the paradigm to understand the phenomena within the context of the local economy. An exploratory research design was employed to delve into the complexities of SME growth in Polokwane Municipality. The population of the study comprised managers and owners of SMEs within the municipality. Through data collection and analysis, the study provided insights into the diverse landscape of SMEs in the region, highlighting their contributions to job creation, economic resilience, and cultural preservation. The findings underscored the indispensable role of SMEs in driving inclusive and sustainable development. Despite facing challenges such as financial constraints and regulatory complexities, SMEs remained vital agents of change, shaping socio-economic landscapes and fostering resilient, inclusive communities. Overall, this research contributed to a deeper understanding of the impact of SMEs on local economic development, offering valuable insights for policymakers, stakeholders, and the academic community.
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    The use of digital technologies by financial institutions to offer personalised offerings and bespoke customer experience in Gauteng
    (University of the Witwatersrand, Johannesburg, 2022) Mgoza, Zanele; Godspower-Akpomiemie, Euphemia
    Personalisation has become a crucial marketing strategy in the digital age. As a result, companies need to quickly adapt their tactics to include hyper- personalization and customer experience metrics. The use of digital technologies, such as Big Data Analytics and AI, ultimately determines the success of personalisation efforts. This study aims to outline how banks use these digital technologies to map out customer journeys and personas, allowing them to deliver personalised messages to customers
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    Organisational, training and operational strategies for the development of digital skills in insurance SMEs in South Africa
    (University of the Witwatersrand, Johannesburg, 2023) Masvaure, Tendai; Magida, Ayanda
    Many organizations and institutions have been driving the development of digital skills worldwide. This study explored the organizational and training strategies for developing of digital skills in insurance SMEs in South Africa. Despite the call by many organisations and government actions, many small to medium organizations still find it difficult to adopt digital skills. The literature review indicated that, indeed, there are various degrees of relations between digital skills development and organizational strategies. However, the applicability of these studies was limited because most of them were carried out in other industries and, in most cases, outside South Africa. The study used a qualitative research approach to deduce the impact of organisational and training strategies on digital skills development. Data was collected using interviews and a detailed interview guide from 12 interviews. The data was collected from small to medium insurance companies chosen to be part of the study using purposive sampling. The data was analyzed using thematic analysis to group the data into major themes. The findings showed that management strategies are critical for developing digital skills in the insurance sector due to their ability to control all aspects of the organization. In addition, training strategies used impact digital skills development, as do operational strategies used in SMEs. The significant findings point out that costs, management strategies, and compliance requirements influence digital skills in the sector. The study closed off by recommending that the government enact policies that make it less costly for SMEs to equip their employees, in addition, private organizations are advised to invest more in digital skills since they make operations more efficient. Lastly, the study recommends further studies be carried out on the role of digital skills on the performance of SMEs in the insurance sector.
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    Digital Transformation in a South African retail organization
    (University of the Witwatersrand, Johannesburg, 2023) Nnzeru, Tshisevhe; Sackstein, Suzanne
    Digital Transformation is at the heart of the Fourth Industrial Revolution and much of the research claims that an organization’s success is increasingly dependent on their ability to exploit DT with the e-Commerce industry being significant globally. While South Africa’s digital transformation is materially behind developed nations, retailers are gearing up for growth by digitally transforming their operations, not only to compete but remain relevant. Therefore, this research seeks to understand the successful implementation of Digital Transformation in a South African retail context. The Technology, Organization and Environment Framework was selected as the theoretical framework to guide the research design and interpret findings. The research question for the study is What does successful DT implementation in a SA retail organization entail? To answer this research question, an interpretivist qualitative, case study research design was employed. Data from a retailer undergoing Digital Transformation was collected through ten semi-structured interviews using an Interview guide and analyzed using Content analysis method. Findings reveal that Digital Transformation is not about Technology, it is organizational transformation encompassing transformational leadership, strategy development and implementation aligned with overall business strategy, technology as an enabler for transformation, empowerment of the workforce with digital skills and a conducive digital culture characterized by learning, change, innovation and adaptability. Findings also indicate that the added complexities of legacy environments cannot be underestimated for traditional brick-and-mortar retailers. In essence, DT is about people embracing change – not technology. As limited research has been conducted and published regarding the South African retail DT context, these findings contribute to the limited existing knowledge base with empirical findings, specifically, contributing important knowledge on what specific aspects need to be considered and accounted for when conducting DT and proved TOE Framework to be useful for understanding large digital disruption. For practitioners this research contributes a holistic approach to implementing DT beyond technology which includes transformational leadership, Digital Transformation Strategy development and alignment with overall business strategy, empowering people with digital skills and a digitally enabled culture with digital technology as an enabler for Digital Transformation. Furthermore, to be successful with Digital Transformation, it becomes essential for organizations to manage the added complexities of legacy environments and lastly, for entrenched workforces to realize that Digital Transformation is a necessity for business survival and adapt.
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    ICT priorities influencing policy directions in a South African telecommunications company
    (2022) Ntsini, Nonkosi
    COVID-19 facilitated the adoption of ICT and digital platforms as businesses utilised virtual alternatives for business continuity, education to online learning, and health to digital-enabled systems. This increased the amount of data shared between connected entities and thus the demand for telecommunications networks, presenting an opportunity for telecommunications operators to respond by leveraging data analytics and digital technologies in their processes. It became imperative to implement policies that could leverage the effectiveness of digital technologies as governance structures were not moving as fast during disruptions. So, this research explores policy directions of a telecommunications company in responding to COVID-19 disruptions. The research adopted a qualitative research approach through semi-structured virtual interviews. This approach was supplemented by secondary data collection where various information sources were used. Data were collected from 12 participants and transcribed for analysis using thematic analysis approach to identify patterns in the data. Organisation policies are not adaptive during disruptions and misalignments exist between policies of the different business units (BUs). Organisation policies were amended during COVID-19 because of different factors such as changes in operating model and regulation. A gap within organisation policies was identified, where some policies were implemented across the organisation before sign-off for approval was received. Policy compliance is a reactive approach where compliance is particularly enforced post violations. Digital technologies can be integrated in organisation policy processes. Policies must be agile and adaptive to effectively govern dynamic environments and disruptions.