A maturity grid-based method for assessing communication in business-IT alignment
- Authors: Coertze, Jacques Jacobus
- Date: 2016
- Subjects: Business communication , Management information systems
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: http://hdl.handle.net/10948/6740 , vital:21139
- Description: This thesis reports on the research undertaken to develop a method for organisations to assess human communication between their business and IT personnel as part of business–IT alignment. The research described in this thesis involves (i) a literature review in business–IT alignment and related fields, such as management studies and communication science; (ii) a Delphi study conducted among industry members, practitioners, and academics operating in the IT advisory, auditing and communication disciplines; and (iii) a case study of a public sector organisation in South Africa. By adopting a system-theoretic perspective on communication, this thesis proposes that communication in business–IT alignment can be seen as coordinating behaviour and a series of learning and reflection events, consequently culminating in increased mutual understanding. Various conceptualisations of communication are explored and, together with several industry elicited factors that influence communication in business–IT alignment, are incorporated into a conceptual model informing the assessment method. This research developed, applied, and tested a method whereby organisations can assess the quality of the human communication between their business and IT personnel as part of the business–IT alignment endeavour. The aim of this method is to trigger reflection on communication by considering communication philosophy and practices in business–IT alignment. The method, termed the ‘Business-IT Communication Alignment Maturity Improvement Communication Alignment Maturity Improvement (CAMI) method’, is based on a maturity grid-based approach, which stems originally from process improvement in software development and quality management. This thesis is most closely aligned with the research performed by Maier, Eckert, and Clarkson (2004, 2006), who successfully applied the maturity grid-based approach to investigate, audit and assess communication within the engineering design process. The question addressed in this thesis is whether this approach can be successfully extrapolated to the business–IT alignment context and whether it would yield similar benefits. Furthermore, the issue of whether it would offer a practical method for use in organisations is also addressed. Having applied the CAMI method at a public sector organisation, this thesis proposes that the maturity grid-based approach can indeed be extrapolated to iv the business–IT alignment context, consequently offering a viable and practical method for assessing communication in organisations. In particular, the CAMI method allows organisations to capture both their current and their desired communication situations and to expose discrepancies between the perceptions held by their business and IT personnel. These results form a basis for action planning, strategizing, and, ultimately, interventions for improvement. In conclusion, the thesis discusses further application and extension possibilities for the assessment method.
- Full Text:
- Date Issued: 2016
- Authors: Coertze, Jacques Jacobus
- Date: 2016
- Subjects: Business communication , Management information systems
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: http://hdl.handle.net/10948/6740 , vital:21139
- Description: This thesis reports on the research undertaken to develop a method for organisations to assess human communication between their business and IT personnel as part of business–IT alignment. The research described in this thesis involves (i) a literature review in business–IT alignment and related fields, such as management studies and communication science; (ii) a Delphi study conducted among industry members, practitioners, and academics operating in the IT advisory, auditing and communication disciplines; and (iii) a case study of a public sector organisation in South Africa. By adopting a system-theoretic perspective on communication, this thesis proposes that communication in business–IT alignment can be seen as coordinating behaviour and a series of learning and reflection events, consequently culminating in increased mutual understanding. Various conceptualisations of communication are explored and, together with several industry elicited factors that influence communication in business–IT alignment, are incorporated into a conceptual model informing the assessment method. This research developed, applied, and tested a method whereby organisations can assess the quality of the human communication between their business and IT personnel as part of the business–IT alignment endeavour. The aim of this method is to trigger reflection on communication by considering communication philosophy and practices in business–IT alignment. The method, termed the ‘Business-IT Communication Alignment Maturity Improvement Communication Alignment Maturity Improvement (CAMI) method’, is based on a maturity grid-based approach, which stems originally from process improvement in software development and quality management. This thesis is most closely aligned with the research performed by Maier, Eckert, and Clarkson (2004, 2006), who successfully applied the maturity grid-based approach to investigate, audit and assess communication within the engineering design process. The question addressed in this thesis is whether this approach can be successfully extrapolated to the business–IT alignment context and whether it would yield similar benefits. Furthermore, the issue of whether it would offer a practical method for use in organisations is also addressed. Having applied the CAMI method at a public sector organisation, this thesis proposes that the maturity grid-based approach can indeed be extrapolated to iv the business–IT alignment context, consequently offering a viable and practical method for assessing communication in organisations. In particular, the CAMI method allows organisations to capture both their current and their desired communication situations and to expose discrepancies between the perceptions held by their business and IT personnel. These results form a basis for action planning, strategizing, and, ultimately, interventions for improvement. In conclusion, the thesis discusses further application and extension possibilities for the assessment method.
- Full Text:
- Date Issued: 2016
Investigating the use of the ITIL framework towards IT services delivery at the NMMU
- Authors: Lubambo, Nontobeko
- Date: 2009
- Subjects: Information technology -- Management , Management information systems , Computer industry -- Customer services -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9767 , http://hdl.handle.net/10948/1001 , http://hdl.handle.net/10948/d1009657 , Information technology -- Management , Management information systems , Computer industry -- Customer services -- Management
- Description: The purpose of this research was to investigate what is involved in IT Service Management and how the NMMU can implement it to improve the quality of IT service support and service delivery. The IT Service Management approach was investigated but the main focus was on the Service Support and Service Delivery in the ITIL framework. Higher Education was analyzed to try and measure the maturity level of the ITIL process implementation to see where Higher Education in South Africa is and to determine the gaps. Findings from the empirical study will be presented and recommendations highlighted to Top management and the IT department in order to promote and improve the quality of the IT service being delivered to users and customers. The data was collected and administered by means of a structured questionnaire based on the ITIL Service Capacity Maturity Model and Rick Leopoldi’s alternative Maturity Assessment method. An Association of South African University Directors of Information Technology (ASAUDIT) questionnaire on Service Management was also used to supplement the questionnaire. It was discovered that the implementation of ITIL in most organizations brought about improvements and benefits in the quality of the IT service being delivered.
- Full Text:
- Date Issued: 2009
- Authors: Lubambo, Nontobeko
- Date: 2009
- Subjects: Information technology -- Management , Management information systems , Computer industry -- Customer services -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9767 , http://hdl.handle.net/10948/1001 , http://hdl.handle.net/10948/d1009657 , Information technology -- Management , Management information systems , Computer industry -- Customer services -- Management
- Description: The purpose of this research was to investigate what is involved in IT Service Management and how the NMMU can implement it to improve the quality of IT service support and service delivery. The IT Service Management approach was investigated but the main focus was on the Service Support and Service Delivery in the ITIL framework. Higher Education was analyzed to try and measure the maturity level of the ITIL process implementation to see where Higher Education in South Africa is and to determine the gaps. Findings from the empirical study will be presented and recommendations highlighted to Top management and the IT department in order to promote and improve the quality of the IT service being delivered to users and customers. The data was collected and administered by means of a structured questionnaire based on the ITIL Service Capacity Maturity Model and Rick Leopoldi’s alternative Maturity Assessment method. An Association of South African University Directors of Information Technology (ASAUDIT) questionnaire on Service Management was also used to supplement the questionnaire. It was discovered that the implementation of ITIL in most organizations brought about improvements and benefits in the quality of the IT service being delivered.
- Full Text:
- Date Issued: 2009
A framework for managing timetable data quality within the NMMU
- Authors: Els, Dierdre Jean
- Date: 2008
- Subjects: Computer algorithms Timetables , Management information systems , Management -- Data processing , Information storage and retrieval systems -- Management , Information management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9769 , http://hdl.handle.net/10948/948 , Computer algorithms Timetables , Management information systems , Management -- Data processing , Information storage and retrieval systems -- Management , Information management
- Description: This dissertation investigates the influencing factors on timetable quality, not only from a data quality perspective, but also from an information quality perspective which takes into account the quality of the business processes involved in creating the timetable. The Nelson Mandela Metropolitan University was used as a case study for assessing the quality of the timetable process, the quality of the source data, and the quality of the final timetable produced. A framework for managing the data quality during the timetabling process is proposed. The framework is based on reviews done on data quality management best practices and data quality aspects. Chapter 1 introduces the current Nelson Mandela Metropolitan University timetable, and motivates why data quality management is essential to its success. The scope and research objectives are presented for this dissertation. Chapter 2 covers a literature study on business process and data quality management best practices. The common thread through all the management methodologies investigated, was top management involvement and commitment to continuously improving the quality of data. Chapter 3 discusses various characteristics of data quality. Quality is determined to be whether the end result meets the quality requirements for which it was intended. Hence each system could have quality aspects that are unique to it. Chapter 4 explains various research designs and which were followed for this dissertation. The combination of literature studies, a questionnaire and a case study were used. Chapter 5 is a case study of the data quality and timetabling processes used at the Nelson Mandela Metropolitan University and is based on the research design described in chapter 4. The current business processes followed in setting up the current timetable are presented, as well as the proposed timetabling process that should produce a better quality timetable for the Nelson Mandela Metropolitan 4 University. The data quality aspects most pertinent to the Nelson Mandela Metropolitan University are determined, being timeliness, accountability, integrity and consistency, as well as the most probable causes for bad timetable quality, like uniform technology, processes, ownership and using a common terminology. Chapter 6 presents a framework for managing timetable data quality at the Nelson Mandela Metropolitan University using an Information Product Map approach that will ensure a better quality timetable. Future research is also proposed. It is evident from this dissertation that data quality of source data as well as the quality of the business process involved is essential for producing a timetable that satisfies the requirements for which it was intended. The management framework proposed for the Nelson Mandela Metropolitan University timetabling process can potentially be used at other institutions as well.
- Full Text:
- Date Issued: 2008
- Authors: Els, Dierdre Jean
- Date: 2008
- Subjects: Computer algorithms Timetables , Management information systems , Management -- Data processing , Information storage and retrieval systems -- Management , Information management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9769 , http://hdl.handle.net/10948/948 , Computer algorithms Timetables , Management information systems , Management -- Data processing , Information storage and retrieval systems -- Management , Information management
- Description: This dissertation investigates the influencing factors on timetable quality, not only from a data quality perspective, but also from an information quality perspective which takes into account the quality of the business processes involved in creating the timetable. The Nelson Mandela Metropolitan University was used as a case study for assessing the quality of the timetable process, the quality of the source data, and the quality of the final timetable produced. A framework for managing the data quality during the timetabling process is proposed. The framework is based on reviews done on data quality management best practices and data quality aspects. Chapter 1 introduces the current Nelson Mandela Metropolitan University timetable, and motivates why data quality management is essential to its success. The scope and research objectives are presented for this dissertation. Chapter 2 covers a literature study on business process and data quality management best practices. The common thread through all the management methodologies investigated, was top management involvement and commitment to continuously improving the quality of data. Chapter 3 discusses various characteristics of data quality. Quality is determined to be whether the end result meets the quality requirements for which it was intended. Hence each system could have quality aspects that are unique to it. Chapter 4 explains various research designs and which were followed for this dissertation. The combination of literature studies, a questionnaire and a case study were used. Chapter 5 is a case study of the data quality and timetabling processes used at the Nelson Mandela Metropolitan University and is based on the research design described in chapter 4. The current business processes followed in setting up the current timetable are presented, as well as the proposed timetabling process that should produce a better quality timetable for the Nelson Mandela Metropolitan 4 University. The data quality aspects most pertinent to the Nelson Mandela Metropolitan University are determined, being timeliness, accountability, integrity and consistency, as well as the most probable causes for bad timetable quality, like uniform technology, processes, ownership and using a common terminology. Chapter 6 presents a framework for managing timetable data quality at the Nelson Mandela Metropolitan University using an Information Product Map approach that will ensure a better quality timetable. Future research is also proposed. It is evident from this dissertation that data quality of source data as well as the quality of the business process involved is essential for producing a timetable that satisfies the requirements for which it was intended. The management framework proposed for the Nelson Mandela Metropolitan University timetabling process can potentially be used at other institutions as well.
- Full Text:
- Date Issued: 2008
Adoption of business information systems in an automotive manufacturing environment: a case study
- Authors: Dyer, Shirley
- Date: 2008
- Subjects: Management information systems , Technology -- Information services , Information resources management , Business -- Data processing
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9772 , http://hdl.handle.net/10948/892 , Management information systems , Technology -- Information services , Information resources management , Business -- Data processing
- Description: Dorbyl Automotive Technologies (DAT) is a manufacturing company that supplies parts and components to the local and international motor vehicle market. The automotive components’ market is very competitive and customers require more from the industry to stay competitive. Customers require full integration throughout the supply chain. DAT and its Information Systems Department have ensured that the necessary business information systems are available to assist the company in staying competitive. One problem, though, is that the users of these systems are not using and adopting the technologies available. This research examines the reasons for this by making use of a technology acceptance model called the UNIFIED THEORY OF ACCEPTANCE AND USE OF TECHNOLOGY (UTAUT), which is an integrated model based on eight different available acceptance models. The aim is to understand which factors influence the use of systems. The research also proposes a way forward by suggesting a model to assist DAT in new system implementations as well as correcting the current situation. The only way DAT will stay competitive is by ensuring that the company becomes lean. Customers demand this as more and more are moving to just-in-time delivery. This implies that the suppliers must react to changes real-time. The use of business information systems will become the main focus area to react to changes quickly and correctly. Effective and accurate systems depend on users making good use of these systems. Remaining competitive will depend on how effectively Information and Communication Technologies (ICT) are used.
- Full Text:
- Date Issued: 2008
- Authors: Dyer, Shirley
- Date: 2008
- Subjects: Management information systems , Technology -- Information services , Information resources management , Business -- Data processing
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9772 , http://hdl.handle.net/10948/892 , Management information systems , Technology -- Information services , Information resources management , Business -- Data processing
- Description: Dorbyl Automotive Technologies (DAT) is a manufacturing company that supplies parts and components to the local and international motor vehicle market. The automotive components’ market is very competitive and customers require more from the industry to stay competitive. Customers require full integration throughout the supply chain. DAT and its Information Systems Department have ensured that the necessary business information systems are available to assist the company in staying competitive. One problem, though, is that the users of these systems are not using and adopting the technologies available. This research examines the reasons for this by making use of a technology acceptance model called the UNIFIED THEORY OF ACCEPTANCE AND USE OF TECHNOLOGY (UTAUT), which is an integrated model based on eight different available acceptance models. The aim is to understand which factors influence the use of systems. The research also proposes a way forward by suggesting a model to assist DAT in new system implementations as well as correcting the current situation. The only way DAT will stay competitive is by ensuring that the company becomes lean. Customers demand this as more and more are moving to just-in-time delivery. This implies that the suppliers must react to changes real-time. The use of business information systems will become the main focus area to react to changes quickly and correctly. Effective and accurate systems depend on users making good use of these systems. Remaining competitive will depend on how effectively Information and Communication Technologies (ICT) are used.
- Full Text:
- Date Issued: 2008
Business process security maturity: a paradigm convergence
- Authors: Box, Debra
- Date: 2008
- Subjects: Management information systems , Reengineering (Management) , Organizational change , Systems engineering , Information resources management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9785 , http://hdl.handle.net/10948/722 , Management information systems , Reengineering (Management) , Organizational change , Systems engineering , Information resources management
- Description: Information technology developments in software and hardware have enabled radical changes in information systems, culminating in the paradigm Business Process Management. There has been a concomitant rise in the importance of information security and security engineering due to the increased reliance by society on information. Information is seen as a critical success factor which needs protection. Information security is the response to increased hazards created through recent innovations in Web technology and the advent of intra and inter enterprise-wide systems. Security engineering is based on a variety of codes of practice and security metrics which aim at ameliorating these increased security hazards. Its aim is to produce a balanced set of security needs which are integrated into the system activities to establish confidence in the effectiveness of the security counter-measures. It is generally accepted that security should be applied in an integrated approach, for example, in Information Systems development. This has proved to be a noble thought but is the exception to the rule. Security, historically, is generally applied as an after-thought in an Information Technology implementation. This motivated the concept of formulating a model of integrating security inherently within the paradigm of BPM. The overarching requirements of the model are to align the overall organisational security initiatives and ensure continuous improvement through constant evaluation and adaptation of the security processes. It is the intention of this research to show that these requirements are achievable through aligning the process management methodology of BPM, with the security paradigms of Information Security Management (using the ISO 17799 standard) and security engineering (using the Systems Security Engineering Capability Maturity Model – SSE-CMM). The aim of the Business Process Security Maturity model as the output of this research, is to link the SSE-CMM, as the security metric and appraisal method, to the ISO 17799 security standard, which provides the guidance for the information security management framework and security control selection, within the Business Process Management environment. The SSE-CMM, as the security version of the Capability Maturity Model, provides the necessary strategy to control the security engineering processes that support the information systems and it maintains that as processes mature they become more predictable, effective and manageable. The aim of the model is to provide an integrated, mature security strategy within the business process and monitor and correct the security posture of the implemented counter-measures.
- Full Text:
- Date Issued: 2008
- Authors: Box, Debra
- Date: 2008
- Subjects: Management information systems , Reengineering (Management) , Organizational change , Systems engineering , Information resources management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9785 , http://hdl.handle.net/10948/722 , Management information systems , Reengineering (Management) , Organizational change , Systems engineering , Information resources management
- Description: Information technology developments in software and hardware have enabled radical changes in information systems, culminating in the paradigm Business Process Management. There has been a concomitant rise in the importance of information security and security engineering due to the increased reliance by society on information. Information is seen as a critical success factor which needs protection. Information security is the response to increased hazards created through recent innovations in Web technology and the advent of intra and inter enterprise-wide systems. Security engineering is based on a variety of codes of practice and security metrics which aim at ameliorating these increased security hazards. Its aim is to produce a balanced set of security needs which are integrated into the system activities to establish confidence in the effectiveness of the security counter-measures. It is generally accepted that security should be applied in an integrated approach, for example, in Information Systems development. This has proved to be a noble thought but is the exception to the rule. Security, historically, is generally applied as an after-thought in an Information Technology implementation. This motivated the concept of formulating a model of integrating security inherently within the paradigm of BPM. The overarching requirements of the model are to align the overall organisational security initiatives and ensure continuous improvement through constant evaluation and adaptation of the security processes. It is the intention of this research to show that these requirements are achievable through aligning the process management methodology of BPM, with the security paradigms of Information Security Management (using the ISO 17799 standard) and security engineering (using the Systems Security Engineering Capability Maturity Model – SSE-CMM). The aim of the Business Process Security Maturity model as the output of this research, is to link the SSE-CMM, as the security metric and appraisal method, to the ISO 17799 security standard, which provides the guidance for the information security management framework and security control selection, within the Business Process Management environment. The SSE-CMM, as the security version of the Capability Maturity Model, provides the necessary strategy to control the security engineering processes that support the information systems and it maintains that as processes mature they become more predictable, effective and manageable. The aim of the model is to provide an integrated, mature security strategy within the business process and monitor and correct the security posture of the implemented counter-measures.
- Full Text:
- Date Issued: 2008
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