Browsing by Author "Van Rooyen, Nina Louise"

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    Developing a model to overcome the organisational communication deficiencies between stakeholders in the asset management industry
    (South African Institute for Industrial Engineering, 2018) Van Rooyen, Nina Louise; Jooste, Johannes Lodewyk
    In providing Asset Management (AM) services, strategic partnerships are established for reaching organisational objectives and to obtain a competitive advantage. For this relationship to be optimal, effective communication is essential. Stakeholders collaborating in this relationship however, have diverse backgrounds, knowledge and experience and are not always effective communicators. The problem is the likelihood that service delivery objectives are not being met due to communication deficiencies. Although research about effective communication is available in other service providing industries, such as aviation and medicine, it remains a challenge in the AM services industry. This paper identifies the root causes of communication deficiencies in the AM services industry and presents a model, the COMMPAS model, that could support AM stakeholders in overcoming these deficiencies.
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    Developing a model to overcome the organisational communication deficiencies that exist in the PAM Industry
    (Stellenbosch : Stellenbosch University, 2018-03) Van Rooyen, Nina Louise; Jooste, J. L.; Stellenbosch University. Faculty of Engineering. Dept. of Industrial Engineering.
    ENGLISH ABSTRACT: In a service providing industry such as Physical Asset Management (PAM), a strategic partnership is a business relationship that is established to reach organisational objectives and to obtain a competitive advantage amongst industry peers. For this relationship to be optimal, effective communication is essential. The diverse workforce, however, includes role players in the communication system that has diverse backgrounds, knowledge and experience and are not effective communicators by profession. The problem is that service delivery objectives are not being met due to communication deficiencies. Research on effective communication is conducted in other service providing industries, such as aviation and medicine. However, it remains a great challenge in the PAM industry. The research question investigated in this research is to identify the root causes of communication deficiencies and to investigate a model that could support PAM organisations in overcoming these deficiencies. The foundation of the research is based on Hegel's thesis-antithesis-synthesis philosophy and follows a qualitative research methodology. To understand the deficiencies and the context in which management identifies the problem, indepth interviews and discussions were conducted with research participants from the PAM industry. The data are analysed according to four inductive data analysis activities from the Hutter Hennink qualitative research cycle, each being more nuanced and conceptual than the foregoing activity. In accordance to the qualitative research cycle, the analysis resulted in a theory regarding the root causes of communication deficiencies in the PAM industry. Research found that communication deficiencies are rooted in three domains: cognitive issues, connective issues and strategic issues. The root causes are depicted by twelve codes that represent the core issues raised by research participants. The theory developed in the research is further developed into a concise solution, the COMMPAS model. The COMMPAS model describes three collaborating elements that should be in place to achieve effective communication: A communication culture and vision, training and the SBAR situational briefing technique. The model achieved highly positive validation feedback from research participants and has the potential to, if implemented and maintained correctly, significantly improve organisational communication in the PAM service providing industry.