Department of Information Science

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The alignment of customer relationship management (CRM) strategies with overall organizational forces and strategies
(Stellenbosch : Stellenbosch University, 2005-03) Berhane Ogbamichael, Hermon; Botha, Daniel F.; Stellenbosch University. Faculty of Arts & Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: Customer Relationship Management (CRM) systems are increasingly becoming strategic business imperatives to organizations. This thesis states that many companies do fail to get the intended returns from CRM infrastructures simply because they see CRM as merely technological solutions to attracting and retaining customers while failing to see it as a business strategy and integrated into the business model or concept. In the first chapter, the review of literature about CRM, the aims, specific objectives, and methodology used to finalize this paper, problems and challenges surrounding CRM systems are discussed. The second chapter consists of the definition of CRM systems from various multi-disciplinary perspectives as taken from different authors. Besides, the nature, potential benefits and costs to both customers and organizations, and the different types of CRM programs are discussed in detail. In chapter three, the need to integrate CRM strategies into organizational corporate strategy and competitive strategies of various functions of an organization are discussed. Besides, the customer segmentation strategies and market segmentation strategies are explained. In chapter four, the relationships between CRM strategies and the various organizational forces such as organizational culture, structure, business processes, and measuring process re-engineering are discussed. In chapter five, the alignment of support technologies with CRM strategies is discussed in detail. The sections in the chapter include the role of ICTs in CRM systems, the use of Customer Knowledge Management (CKM) in CRM strategies, Customer data analysis, the role of data marts in CRM projects, computer system architecture and data storage management, data sources for CRM purposes, the role of database management systems in CRM systems, the role of customer contact points in CRM systems, database structures for CRM infrastructure, and the use of data mining for data analysis and information delivery. In Chapter six, the need to establish value-adding processes and the creation of value in CRM systems to both customers and organizations are mentioned as the main requirements in CRM strategies. Such sub-topics in this chapter include the customer value proposition, determination of acquisition and retention strategies and customer net value, customer service excellence, the relationship between value-adding services and personalized treatment of customers, and loyalty programs. In Chapter seven, the reasons for customer defection and the mechanisms to prevent the defection possibilities are discussed. Then, the thesis is summarized and concluded.
Barriers to e-learning amongst postgraduate black students in higher education in South Africa
(Stellenbosch : Stellenbosch University, 2008-03) Takalani, Tshisikhawe; Botha, Daniel F.; Stellenbosch University. Faculty of Arts and Social Sciences. Dept. Information Science.
Computer literacy plays a major role in today’s education system. The South African Department of Education has included computer literacy to be one of the subjects from primary school education. The purpose of this study is to identify barriers of e-learning amongst postgraduate black students in higher education in South Africa. Most of the higher education institutions in South Africa have introduced the e-learning method as one of the mediums of instruction in offering courses at their institutions. For some higher education institutions, e-learning has proven to be a good teaching and learning method and for some it has been a problem from the implementation phase. There are some factors that have not been identified as barriers for e-learning to take place successfully. By identifying those factors it will bring more benefit to those higher education institutions that are finding e-learning a delight to work with. The institutions that are battling with e-learning may find solutions on how to successfully implement and get benefits from e-learning. This study will identify the challenges that learners, instructors and course developers experience on the e-learning path. Solutions to the challenges experienced in the South African higher education system may serve in promoting e-learning to higher education institutions and corporate organisations in the country. Traditional learners may also be motivated and encouraged to give e-learning a try. As a country, South Africa is exposed to challenges like poverty and increased unemployment rate; education may serve as a tool in addressing the challenges. The country shows success in distance education, many working people have managed to develop their skills and qualification through distance education. It is a challenge for government and higher education institutions to make elearning work in the South African education system. Identifying and eliminating barriers to e-learning may give the South African education system a chance to embrace elearning in the same way it did to traditional learning, or even more.
A comparative analysis of leadership and management at Jwaneng Diamond Mine
(Stellenbosch : Stellenbosch University, 2008-12) Mabhudhu, Mark; Botha, Daniel F.; Stellenbosch University. Faculty of Arts and Social Sciences. Dept. Information Science.
The functions of management and leadership are not new to the business fraternity. Whilst these functions are as pervasive and ubiquitous as the corporate organizations themselves, the same cannot be said of the organizational successes emanating from these functions. These functions have been cited throughout literature as pivotal in the successful running of businesses. By the same token, they have also been cited as the major causes of failed businesses within the corporate landscape. This has been established throughout small and big organizations alike. This unfortunate phenomenon has continued to attract significant academic and business research over the years with an overall intent of establishing why it is the case. Whilst there are varied reasons for the successes and failures of most organizations, the quality of both functions of leadership and management seem to take the larger portion of the praise and/or blame. These functions are regarded as key determinants of organizational success and survival into the future. Subsequently, this has culminated in myriad theories, frameworks and approaches around management and leadership as significantly different functions which yield different results in business organizations. At the core of the debate has been that management and leadership functions are different and depending on whether an organization is managed or led determines its future success and overall sustainability. It is therefore the intention of this study to comparatively analyze both functions of management and leadership in as far as they impact organizational sustainability and success. A case study of Jwaneng Diamond Mine in Botswana is used to do this comparative study of the two functions of management and leadership within the Executive team to try and affirm some of the key factors as alluded to within the business landscape. In this comparative study it is noted that whilst management and leadership are two different functions, they are however symbiotic in nature and successful organizations tap into both functions as they develop and build sustainable businesses for the future. The Jwaneng Mine case study showed that in an executive team, it is vital to have a balance between managers (those who provide management capabilities) and leaders (those that provide leadership) if the organization is to be successful going into the future.
Complexity theory as a model for the delivery of high value IT solutions
(2007-03) Wehmeyer, Baden; Botha, Daniel F.; Stellenbosch University. Faculty of Arts and Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: Many variations of Systems Development Life Cycle models have evolved over the last fifty years of systems engineering and software science, yet not enough knowledge is available to better understand these as Complex Adaptive Systems by studying chaos and complexity theories. The primary application domain of the thesis is focused on the development of electronic hardware and software products. There is a great need for innovation to reach all corners of the development ecosystem; however a large cognitive distance exists between the concept of systematic product development and that of value creation. Instruments are needed to aid process agility, for defusing imminent problems as they mount, and for making effective decisions to sustain maximum productivity. Many of these objectives are neglected in systems development practices. As with so many management fads, it appears that no single one of these models lived up to all of the expectations and in many cases ended up being recipes for disaster. The statistics available on failed projects are concerning but has not stopped the scientific and engineering communities from trying over, and over again, to make progress. The goal of the thesis is therefore to identify the most viable model that supports the sustainability of systems development team performance. The research draws insights from extant literature, by applying a knowledge management theory based analysis on the various models with specific attention given to complexity theory. The dominant metric discovered is to measure the Value Velocity of a Systems Development Team. This metric is determined by two independent variables, being Value Created and Delivery Delay. Complex Adaptive Systems simply requires a guiding vision and a carefully selected set of generative rules for increasing and sustaining the Value Velocity.
A conceptual review of organisational learning orientation as an antecedent to knowledge transfer during an ERP implementation
(Stellenbosch : University of Stellenbosch, 2007-03) Chagan Momade Aly, Shareen; Botha, Daniel F.; University of Stellenbosch. Faculty of Arts and Social Sciences. Dept. of Information Science.
This research aims to present a discussion of the relevant literature with regard to the relationship between organizational learning orientation, knowledge transfer and ERP implementations with the purpose of determining whether or not a learning orientation is an antecedent to knowledge transfer in ERP implementations, and could be added to the critical success factors for ERP implementations. The research strategy selected for this study is a conceptual review. The rationale for using this strategy was to gain an in-depth understanding of the available literature. Thereafter this information was structured to enable solving the problems of identifying the barriers that impact the creation of a learning organization. It was also determined whether there are learning activities and initiatives that foster a learning orientation and whether there are knowledge transfer barriers that prevent the knowledge from being transferred even if the organization has a learning orientation. The study identified that the literature around organizational learning, knowledge transfer and ERPs was filled with constructs regarding positive correlations between learning, knowledge transfer and technology implementations. However, the review could not conclusively identify any strong correlation to support organizational learning as an antecedent to knowledge transfer in an ERP implementation.
Decision support systems for the Letsemeng Local Municipality
(Stellenbosch : University of Stellenbosch, 2009-03) Mofokeng, Mpuse Frans; Botha, Daniel F.; University of Stellenbosch. Faculty of Arts and Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: Municipalities in South Africa, especially rural ones, have been struggling to deliver services to communities to the extent that government placed those worse-off under Project Consolidate. The implementation of Project Consolidate indicate that the capability of municipalities to deliver services to their communities faced several challenges. Most challenges are attributed to skills, processes, procedures and resources. During the dawn of democracy municipalities were merged into manageable demarcated areas for efficiency, effectiveness and inclusive governance to improve service delivery. The study primarily looks into whether DSS are implemented in Letsemeng Local Municipality and what the benefits are for service delivery to the community. The study was conducted in Letsemeng Local Municipality because it is representative of rural municipalities facing similar changes. It focuses on the administrative and political capability to transform Letsemeng Local Municipality into an effective service delivery vehicle. Administrative capability primarily concentrates on the ability of procedure, systems and management skills to manage a transformed municipal institution within the new democratic dispensation, while political capability concentrates on the role of politicians (councillors) on support and facilitation to meet the needs of the community. Taking these factors into consideration the role of DSS and IKM in successful service delivery was investigated through interviewing key managers (municipal, financial, technical and corporate managers) and analysing support documentation used by the municipality. It was discovered that the performance of Letsemeng Local Municipality is affected by the lack of DSS to support management and politicians, absence of appropriate IKM application for continuous service improvement, high turnover of staff leaving mostly unskilled and less experienced and to a lesser extent political interference. It was also concluded that the implementation of DSS and IKM cannot on its own improve service delivery, but improvement might be achieved if accompanied by Letsemeng Local Municipality BPR (Business Process Re-engineering).
An evaluation of the information dissemination mechanisms for small scale subsistence farmers
(Stellenbosch : University of Stellenbosch, 2006-12) Tire, Mpho; Botha, Daniel F.; University of Stellenbosch. Faculty of Arts and Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: Rural communities depend on the use of natural resources surrounding them for their daily livelihoods. These communities have in the past lived off these resources amid the day-to-day natural threats that pose a threat to their environmental resources. These communities depend on tending the land and rearing livestock to provide for their day-to-day needs. The only period when these communities decide to sell what they have produced is when they have unexpected surpluses that were neither planned for and these are normally sold to derive extra income. Given the total dependence on the use of their natural resources as a means of their survival one would expect this group to be provided with relevant information and be kept abreast of developments in the sector to enable them to produce better and derive surpluses that will generate extra income. This is unfortunately not the prevailing arrangement, very often these communities are left on their own to fend for themselves using knowledge and practical experience that has been gained over the years. In other instances the nature of the information provided is in most cases such that it does not lend itself for easy use by a person who is either semi-literate or illiterate. For those who can read the information it is not always forthcoming or does not deal with the relevant local issues, and lack of supportive infrastructure also adds to the farmers ailing conditions. The kind of agricultural research as well as extension services provided to these farming communities is still lagging behind due to a number of factors, these include: poor interaction with the farmers in an effort to identify and prioritize their needs, high level of illiteracy, insufficient resources, low levels of income and a host of other related problems. Adomi et.al. (2003), in their study on crop farmers’ access to agricultural information in rural areas of Delta State Nigeria, also stress the importance of farmers having access to agricultural information if their agricultural efforts are to succeed. They further emphasize that farmers need to share knowledge and experience with farmers who operate under similar conditions, this will enable them to adapt and replicate experiences learnt from other farmers. Most importantly farmers need to be provided with information on access to credit and information from research institutions. The paper intends to look at challenges facing small-scale farmers in as far as information dissemination is concerned, appropriate techniques that can be applied to overcome these challenges and use lessons that have proved to work for countries operating under similar conditions. It is important to remember that farmers irrespective of their scale of operation, are managers in their own right, they are constantly facing challenges, are forced to make choices and decisions that will determine the future of their farming enterprise in the cut-throat competitive environment. The livelihoods of their families depend on these very decisions. Therefore providing timely, accurate, reliable and user-friendly information at affordable prices is their only hope for survival in the present free- market economy.
Evaluation of Transwerk Risk Management Information System
(Stellenbosch : Stellenbosch University, 2005-03) Mpanza, Brian Vusumuzi; Botha, Daniel F.; University of Stellenbosch. Faculty of Arts and Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: In the last decade, the use of computers has proliferated the industrial arena in South Africa. Due to frequent changes in computer programs and developments in the computing field, users have often been adversely affected. Users experience problems with computer programs that are not user friendly. Usability is about satisfying the user needs by allowing the user to accomplish their goals quickly, efficiently and easily. Thus it is crucial that industries invest in computer programs that offer optimum usability. In this research an attempt is made to provide a framework for methodology that can be used to test and evaluate usability in the Transwerk Risk Management Information System, that is Computer Assisted Risk Management Systems (CARMS). I first consider the difference between unusable and usable programs. Usability properties are then identified including properties enhancing effectiveness, efficiency, flexibility, laemability and attitude of the computer program. The CARMS components or modules and users were identified. Usability problems were identified that cause the users to be selective and discouraged to use other components of CARMS. To further verified and address the usability problems identified, the whole program needs to be tested and evaluated. The methodology was laid for how to do usability testing and evaluation in computer program that are currently in use like CARMS. Benefits and limitations of testing and evaluating usability were detailed in this research. It is recommended that, testing and evaluating usability should be done to prevent errors, dissatisfaction and to improve usability of the CARMS program.
Factors affecting implementation of enterprise applications integration (EAI) with special reference to corruption and fraud in DOD
(Stellenbosch : Stellenbosch University, 2012-03) Phalama, Mmabore S. H.; Botha, Daniel F.; Stellenbosch University. Faculty of Arts and Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: Corporate mergers and partnerships are common in today’s competitive environment and inevitably require organisations to integrate information and telecommunication systems when such unisons take place. One of the most important challenges in each enterprise, especially forced by global markets and the resulting competition, is the capability to efficiently interact, collaborate and exchange information with business partners and within an organisation. Many software systems within organisations are not integrated into a homogeneous structure and therefore the sharing and exchange of information, not being synchronised, leads to possible misappropriation of such information. These isolated systems in organisations, could consequently become possible platforms for corruption and fraud, leading to increase in computer crime. While key risk areas remain, new dangers are emerging. Government stakeholders require departments to be accountable and responsible, which underpins the sharing and exchanging of relevant information, which in turn necessitates the integration of inter- as well as intra-departmental systems. If corruption and fraud is committed in these departments the impact may be significant, including damage to their reputation and image and even detrimental to service delivery to communities. Government and law enforcement agencies all over the world are faced with challenges of combating corruption and fraud. Fighting corruption and fraud committed via computers necessitates the need to close the gaps created by computers which were designed without consideration for future integration. Hence organisations should seek a way to link systems that were developed in isolation in order to simplify and automate business processes to the greatest extent possible. The aim of this study is to discuss factors affecting the implementation of application systems in large organisations with special reference to the South African Department of Defence (SA DOD). Current systems will be studied and a possible approach on how the DOD Vehicle Management Systems could be integrated will be recommended. This study introduces and defines the problem, describes different research methodologies including the methodology that was used. The topics of corruption and fraud, electronic commerce and e-government will be explored through intensive research of the extant literature, drawing interpretations to be applied to the empirical data gathered on fraud and corruption in DOD and on their ITC systems. Finally the findings and recommendations of this research, based on the theoretical and empirical data, will be presented.
Factors affecting the implementation of an electronic document and records management system
(Stellenbosch : University of Stellenbosch, 2010-12) Kwatsha, Ntombizandile; Botha, Daniel F.; University of Stellenbosch. Faculty of Arts and Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: The past decade has seen a huge increase in the implementation and use of Electronic document and records management systems (EDRMS) in many public spheres. The South African government, in this case the Presidency, has now also adopted this system to comply with current legislation requiring government institutions to replace paper with electronic media as the preferred way of conducting their official business. In general, and as is evident from the available literature, it seems that Government organisations have been lagging behind in this regard. The failure to reap the expected benefits from this step by government institutions such as the Presidency forms the basis for this investigation, which examines the failures and successes in the implementation of an EDRMS and the factors affecting this process. The study used triangulation approach in order to arrive at a more reliable conclusion. Literature research has been used as a main data collection method for this study. It also serves as a basis for the approaches to subject matter that have been adopted. Data was also collected by conducting semi –structured interviews with government institutions, including the subject of this research, that have implemented EDRMS. The critical factors that have had an effect on the implementation of EDRMS were found to be of a strategic, social and technical nature. The study also found similarities in the factors affecting EDRMS implementation within government and identifies the need for further research focusing on how these factors differ between various types of organisations.
A generic campus grid computing framework for tertiary institutions : the case of the University of Stellenbosch
(Stellenbosch : Stellenbosch University, 2005-12) Tewelde Yigzaw, Samuel; Botha, Daniel F.; Stellenbosch University. Faculty of Arts & Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: Prior to the invention of Personal Computers the scope of research activities was limited by the pre-existing capabilities of problem solving mechanisms. However, with the advent of PCs and inter-networking thereof, the new tools (hardware and software) enabled the scientific community to tackle more complex research challenges and this led to a better understanding of our environment. The development of the Internet also enabled research communities to communicate and share information in real time. However, even the Internet has limitations of its own when it comes to the need of sharing not only information but also massive storage, processing power, huge databases and applications, expensive and delicate scientific instruments, knowledge and expertise. This led to the need for a networking system that includes these above-mentioned services, using the Internet infrastructure, semantic web technologies and pervasive computing devices, which is so called Grid Computing. This research study deals with a Generic Campus Grid Computing framework, which mobilizes the available idle/extra computing resources residing in the faculty-computing centres for use by the e-community on CPU-intensive or Data-intensive jobs. This unused computing capacity could be utilized for Grid computing services; hence, the already available resources could be more efficiently exploited. Besides, this could be a huge saving when compared to the cost of acquiring supercomputers by these institutions. Therefore, this research study intends to establish a simple and functional Generic Campus Grid Computing Framework at this stage, with the consent that subsequent research studies could deal with further assessment in a more detailed perspective and practical implementation thereof.
The industrialisation of software production - a knowledge management perspective
(Stellenbosch : University of Stellenbosch, 2009-03) Van Niekerk, Melchior Jacques; Botha, Daniel F.; University of Stellenbosch. Faculty of Arts and Social Sciences. Dept. of Information Science.
This research utilises theories of organisational knowledge creation from the field of knowledge management to analyse the manner in which the industrialisation of the software development industry is likely to occur. The aim of the research is to prove the following hypothesis: If the software development industry moves towards industrialisation, then knowledge assets in the format of universal production templates will come into being. The research commences by providing background information on the state of practise of software engineering by giving an overview of the changes in the industry over the past four decades. The software development industry is consequently presented from the viewpoint of the proponents of a craftsmanship based approach to software development, and from the viewpoint of those proposing that industrialisation will offer a solution to the problems besetting the industry. In this discussion the terms industrialisation as well as economies of scale and scope are defined. Potential paths and drivers that will allow the industrialisation of the industry are presented – software factories as a path towards industrialisation, and cloud computing as a driver for industrialisation. In order to supply a knowledge management perspective, the theories of Ikujiro Nonaka and Max Boisot are presented. These theories assume different perspectives on the creation of organisational knowledge, but an attempt is made to reconcile the differences between the two theories. Particular attention is paid to the economic meaning and implications of knowledge, information and data as factors of production. The concept of knowledge assets are examined in detail, and placed into the context of software development. In the last chapter the research and conclusions of the previous chapters are consolidated, to prove the central hypothesis of this work.
Information orientation of a public organisation : a qualitative case study of the information orientation in the Department of International Relations and Cooperation
(Stellenbosch : Stellenbosch University, 2013-03) Tshirado, Nkhumbudzeni Maskew; Botha, Daniel F.; Stellenbosch University. Faculty of Arts and Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: In the New Information Economy, government institutions must reorganise themselves to leverage their resources for sustainable growth and to compete in the global market place. According to some authors, successful organisations tend to be those that rely on their ability to innovate, use information constructively and leverage employee competencies to create sustainable growth rather than focusing on buildings and machines. In this research, the effective use of an Information Orientation Strategy for the improvement of service delivery in the South African government departments and in the Department of International Relations and Cooperation in particular, will be investigated. Some private organisations and a few public organisations have learned to use information effectively to achieve higher business performance. However, a sizeable number of public organisations are still operating within the paradigm of the old economy. The latter organisations, through their leadership, must learn to ensure that information is used to compete effectively throughout the organisation. They must start to collect information about the activities of their: competitors, clients and alliance partners in order to improve services, grow partnerships, and to respond to clients and customers in a more intelligent and speedier manner. The change in the effective use of information in an organisation starts at the top - that is, with the mindset and attitude of senior management. They need to start viewing information as a valuable resource which through interaction with information capabilities, form an information orientation (IO), which can predict and improve business performance. In order to attain a mature IO, an organisation must concurrently improve all the dimensions of the IO paradigm, namely: information management practices, information technology practices and information behaviours and values. The drive to a mature IO must be people-centred, to ensure that such people are predisposed to a culture of proactive use of information and sharing. This requires leadership to: develop corporate information values and behavioural norms; demonstrate such information behaviours in conducting their duties; provide competency training for improving skills and knowledge and link the two to performance management; introduce incentives and monetary and non-monetary rewards to reinforce the new values. This, in turn, will pave the way for the implementation of good information management practices and the use of information technology to support new initiatives. An organisation, by following this path, will be able to attain a higher IO and from this, an improved level of business performance such as: a superior organisational image and reputation, better service innovation, superior financial performance and greater business/service growth. The transition to the IO paradigm must commence with leadership providing an overarching information strategy to map out how the organisation intends to create value from its information-based assets. In the process of developing an information strategy, senior management must, amongst other aspects, evaluate the organisation’s strategic and capability mix, review the relationships between the strategic priorities and information capabilities, and determine how they will replace some of the traditional/outdated organisation capabilities and to implement an informationcapabilities maximisation effect. Most importantly, it must set the agenda for action and ensure its implementation and renewal. Information, as an important resource for an organisation, requires a strategy of its own. It is no longer feasible in the New Information Economy to manage successfully without a fully integrated information strategy on how an organisation will generate value from its information assets.
An investigation of the effective use of information and communication technologies (ICT) for primary school teachers in the transfer of knowledge
(Stellenbosch : University of Stellenbosch, 2006-12) Ntombovuyo, Klaas; Botha, Daniel F.; University of Stellenbosch. Faculty of Arts and Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: We are in the era where Information and Communication Technologies (ICTs) are increasingly becoming as common as desks and chalkboard in our classrooms. Government, students, parents and the community at large are now expecting ICTs to be integrated in the school curriculum and to be used as tools of instruction.
A knowledge approach to software testing
(Stellenbosch : University of Stellenbosch, 2004-12) Mohamed, Essack; Botha, Daniel F.; University of Stellenbosch. Faculty of Arts and Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: The effort to achieve quality is the largest component of software cost. Software testing is costly - ranging from 50% to 80% of the cost of producing a first working version. It is resource intensive and an intensely time consuming activity in the overall Systems Development Life Cycle (SDLC) and hence could arguably be the most important phase of the process. Software testing is pervasive. It starts at the initiation of a product with nonexecution type testing and continues to the retirement of the product life cycle beyond the post-implementation phase. Software testing is the currency of quality delivery. To understand testing and to improve testing practice, it is essential to see the software testing process in its broadest terms – as the means by which people, methodology, tools, measurement and leadership are integrated to test a software product. A knowledge approach recognises knowledge management (KM) enablers such as leadership, culture, technology and measurements that act in a dynamic relationship with KM processes, namely, creating, identifying, collecting, adapting, organizing, applying, and sharing. Enabling a knowledge approach is a worthy goal to encourage sharing, blending of experiences, discipline and expertise to achieve improvements in quality and adding value to the software testing process. This research was developed to establish whether specific knowledge such as domain subject matter or business expertise, application or technical skills, software testing competency, and whether the interaction of the testing team influences the degree of quality in the delivery of the application under test, or if one is the dominant critical knowledge area within software testing. This research also set out to establish whether there are personal or situational factors that will predispose the test engineer to knowledge sharing, again, with the view of using these factors to increase the quality and success of the ‘testing phase’ of the SDLC. KM, although relatively youthful, is entering its fourth generation with evidence of two paradigms emerging - that of mainstream thinking and that of the complex adaptive system theory. This research uses pertinent and relevant extracts from both paradigms appropriate to gain quality/success in software testing.
Knowledge assets in enterprise architecture
(Stellenbosch : University of Stellenbosch, 2010-12) Joubert, Francois; Botha, Daniel F.; University of Stellenbosch. Faculty of Arts and Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: Knowledge assets can be defined as anything that affects a business’s disposition to act on data received from the environment. Knowledge assets are embedded in the objects within an organisation and are the source of an organisation’s competitive advantage, by being closely linked to what the organisation knows and by allowing the organisation to act and to be innovative. Knowledge assets evolve over time as knowledge agents, through a process of sense making, substitute physical resources for informational resources by codifying and abstracting knowledge assets, in the process increasing their value and ability to be diffused to wider audiences. These knowledge assets are internalised in an organisation and impact on the organisation when they are applied to concrete problems. Knowledge assets play an important role in the creation of information assets in an organisation. Information assets are created when a knowledge agent makes use of his or her knowledge to make sense of data received from sources in the environment. The creation of information through the sense making process creates new knowledge which is added to the agent’s knowledge base. Enterprise architecture is the process of designing future states for an organisation and then planning, leading and governing the organisation towards that future state. Enterprise architecture focuses mostly on the organisational process, on information and technology. Enterprise architects make use of enterprise architecture frameworks such as TOGAF or the Zachman framework, which are primarily concerned with the domains of business, information and technology architecture, yet none of these mainstream frameworks used by enterprise architects takes knowledge assets into account, despite the obviously important role that they play in the organisation and especially in the information creation process. This research proposes to show that knowledge assets have an important role to play in enterprise architecture by allowing enterprise architects to • identify or facilitate the creation of knowledge assets pertaining to a specific problem; • understand whether information assets are located in the ordered and complex or the chaotic regimes and what would be the implication of moving them between regimes; • plot knowledge assets movements and relationships to each other on the social learning cycle path, which would enable enterprise architects to balance the types of learning that the organisation employs; • define the level of codification, abstraction and diffusion of knowledge assets, based on the intended audiences and to understand where knowledge assets could be developed to improve quality and when outdated knowledge should be destroyed in favour of new knowledge. Knowledge assets are related to Enterprise Business Architecture (EBA) through the specific knowledge domains that exist within an organisation. Understanding whether knowledge assets exist in the ordered, complex or chaotic regimes will provide a more complete view of the organisation. Architecture of knowledge assets in this space will provide a better understanding of an organisation’s culture: this understanding can compensate for differences in knowledge agents’ spatio-temporal positions, how and when they receive data and their particular cognitive styles. The importance of knowledge assets in the creation of information links it emphatically with Enterprise Information Architecture (EIA). Knowledge asset architecture provides a better understanding of how information is created and flows through an organisation, taking into account the meaning of the information to the organisation, which compensates for that oversight in information theory, which regards the accuracy of data that is communicated as the only concern. Information technology has exponentially increased mankind’s ability to codify, abstract and diffuse knowledge assets. Enterprise Technical Architecture (ETA) is mainly concerned with the technology infrastructure implemented within an organisation. Enterprise architects can apply knowledge asset architecture to decide whether the technology should be used to enhance the codification and abstraction of information, allowing more efficient diffusion of information to a larger audience, or whether more concrete information should be diffused to a more closely-knit audience. This research will argue that the use of knowledge assets as a domain within enterprise architecture will greatly enhance the enterprise architect’s ability to understand and lead the organisation to a more desirable future state.
Knowledge assets in the supply chain
(Stellenbosch : Stellenbosch University, 2013-03) Tiseker, Nisar; Botha, Daniel F.; Stellenbosch University. Faculty of Arts and Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: In the global economy we are witness to the outcomes of supply chains in all of our diverse demand-driven purchasing decisions, be it fast moving consumer goods, electronic equipment or even automobiles. A great deal of exposure relating to the topic of supply chain is based on talk about supply chains and how they are delivering enormous value to companies such as General Electric, Dell and Wal-Mart. But what does all of this really mean? How can an even further exploitation of supply chains be used to gain competitive advantage over ever advancing competitors? Average is no longer sufficient to stay ahead of the pack in the demand vs. supply rat-race. Companies have to find and exploit unique characteristics in order to achieve true differentiation over companies competing in similar environments and sharing a common customer base. The exploitation of the capabilities of Supply Chain Management requires a theoretical and conceptual understanding of their underlying business processes as well as capabilities. It requires the fostering of an understanding of Business Process Reengineering via segmentation and analysis of the overall supply chain into the various basic components. The identification and evaluation of the associated measures and metrics within in the supply chain provides insight of how embedded knowledge is created and utilised in day-to-day operations, in order to ultimately deliver not only business value but a unique value proposition for the distinct market sectors. The scrutiny of the lubricants supply chain is used to gain an understanding of an application of supply chain principles in the oil and gas industry in South Africa, detailing the intrinsic business processes as well as their inherent measures and metrics. Particular attention is paid to the underlying measures and metrics developed and how they are utilised to enhance inherent decision making capability. Subsequent to the analysis of the lubricants supply chain, an exploration of core competencies is used to illustrate how the lubricants supply chain can be differentiated from competitors. These core competencies ultimately allows for greater competitive advantage, leapfrog of competitors and staying ahead of the pack. The final outcome of the thesis is to develop a framework using Boisot’s information space pertaining to codification and abstraction in order to map the processes required to plan, implement and review a generic lubricants supply chain.
Knowledge management and risk : a case study in Sasol between 2005 and 2009
(Stellenbosch : Stellenbosch University, 2012-12) Mamabolo, Makgontshane Wilfred; Botha, Daniel F.; Stellenbosch University. Faculty of Arts and Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: SUMMARY This research studies the concept of Knowledge Management (KM) in organisations and also its integration with other structures. While KM is seen as being beneficial to organisations, it is of crucial importance for its proponents not to overlook the fact that it may also have disadvantages. There are numerous publications, both scholarly and otherwise, that describe how a well-implemented KM initiative can add value to an enterprise by improving the sharing of information between managers and employees, but the risk factors around instituting KM have not received the same attention. Its proponents have generally inadequately explained how even a “well-implemented” KM initiative can spell disaster for an organisation; KM, like other management theories such as Total Quality Management (TAM), Business Process Re-Engineering (BPR) and others, can and have failed and there needs to be an understanding of why this happens. This research looks at the risk and value issues that come with KM and the various ways in which these risks may be mitigated and the value retained. In particular, the integration of KM with management initiatives like Value Management (V.M) and Risk Management (RM) will be examined. This process is seen as problematic because of the nature of the interrelationship between KM on the one hand and V.M and RM on the other. It is argued that only when organisations fully understand this interrelationship, can they begin to integrate risk and Value Management into their Knowledge Management initiatives. Therefore, the analysis of the relationship between Value Management and Risk Management as semi or fully formalised management processes plays an important part in the research. The study examines cases where V.M and RM have been incorporated in KM implementations in the South African petrochemical industry in an attempt to arrive at a more accurate assessment of this process. The study argues that Knowledge Management can pose a threat to any organisation that does not manage its attendant risks as well as it does its benefits. As an example, this research looks at how knowledge workers can be deployed by knowledge managers to add value to an enterprise without risking the loss of its intellectual capital, for instance when such workers are recruited by competitors. The finding of this thesis are somewhat varied in nature. As far as this research is concerned there are no adequate and streamlined measures taken to analyse risk in SASTECH, particularly Risk that comes with or as a result of Knowledge Management. As a consequence there are no formalised control measures and review processes put into place for monitoring these risks.
Leveraging enterprise portals for business performance – the implications for the management of knowledge assets
(Stellenbosch : University of Stellenbosch, 2010-12) Sutton, Melanie; Botha, Daniel F.; University of Stellenbosch. Faculty of Arts and Social Sciences. Dept. of Information Science.
ENGLISH ABSTRACT: Knowledge is increasingly being recognised as the key element to an organisation’s sustainability and competitiveness. Knowledge assets refer to organisational resources made of or incorporating knowledge. These assets ultimately create the ability for an organisation to carry out a process or an activity aimed to create and/or deliver value. Knowledge assets are identified as firstly, Human Capital Assets, which are embodied in the employees of an organisation whose talent and experience create the products and services that can be sold. Secondly, Structural Capital Assets refers to knowledge that is captured or institutionalised within the structure, processes and culture of the organisation. Finally, Customer Capital Assets which refers to the combined value of the relationships with customers, suppliers, industry associations and markets and their customers perception of value of an organisation. Information technology is also recognised as an enabling tool to facilitate knowledge transfer and sharing as it enables knowledge and information flows. In particular, the use of enterprise portals as an information technology enabling platform can provide secure, customised, personalised and integrated access for employees, customers and business partners to dynamic knowledge assets from a variety of sources in a variety of formats, with an increasing focus on business performance. The research focuses on how organisations can effectively manage their knowledge assets using enterprise portals and how managing these assets can complement organisational core capabilities and competences. Theoretical insights from Boisot’s I-Space framework are used as the foundation for analysis of the behaviour of information flows and the creation and diffusion of knowledge within organisations. The role of technologies as enabling partners in this process are examined and management of knowledge assets through the processes of codification, abstraction and diffusion is investigated. Competitive advantage does not flow automatically from the possession of knowledge assets. An organisation has to know how to extract value from them and extracting value from knowledge assets requires an ability to manage them. The Boisot I-Space framework provides constructive and dynamic processes, namely codification, abstraction and diffusion that significantly improve the ability to manage knowledge assets. When these processes are integrated into the way an Enterprise Portal is designed and used by an organisation, the ability to manage human, structural and customer capital assets is improved. Furthermore, the opportunity for enhanced support of an organisation’s capabilities and core competences can be achieved and hence the prospect for improved business performance can be realised.
Loyalty : the translation of information into value?
(Stellenbosch : University of Stellenbosch, 2005-12) Habberton, Colin Vincer; Botha, Daniel F.; University of Stellenbosch. Faculty of Arts and Social Sciences. Dept. of Information Science.; Jacobs, Ivan
ENGLISH ABSTRACT: Loyalty programmes have become very popular over the last 10 years and many businesses have chosen to implement such programmes to support their marketing strategies. Fundamental to the functioning and success of such loyalty programmes is the ability to gather, process, analyse and apply information regarding a business' customers. Such information is generated through customers' interactions with the programme and the business to which it is linked, as well as the various services and their providers that make up the programme. The aim of this research project is to investigate the question of whether an information-oriented strategy, based on the principles and paradigm of loyalty manifest in the global phenomenon of loyalty programmes, can deliver value to a business adopting them. In the process of the investigation, the primacy of information as the source of value for any business in the new economy will be discussed. This will be transposed onto the argument that the customer is the source of revenue generation and drives the flow of value in a business system. The results of these two streams of argument will show how the synergy between customers and their information, through the lens of loyalty economics, can be translated into business value with the achievement of core business objectives, i.e. sustainable revenue, growth, profit and competitive advantage. Evidence of these contentions will be provided by presenting and analysing local and international loyalty programmes as case studies manifesting this approach. In conclusion, the various findings of the research will be synthesised in the context of existing, sound business, customer, and information and knowledge management theory to derive an information oriented model of loyalty. This model is intended to be a strategic framework which a business can apply to provide insight into their decision making and assist in the achievement of their objectives. In further research beyond the limits of this paper, the model is intended to be tested. In application, the validated model's purpose will be to introduce to businesses and their leadership the paradigm of loyalty as a strategic tool. Furthermore, the model could be used as a foundation to assist in the creation, evaluation and development of loyalty programmes and their business implications in practice.

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