Text in English, abstract in English and Afrikaans / Information is one of the most important resources in organizations today. The role of Marketing Information Systems (MKIS) is to facilitate the efficient and effective use of information in marketing decision-making. Service organizations are especially reliant on decision-support information, due to the complex nature of their environment. However, indications are that they are not utilizing information to their best benefit, despite the considerable advantages they might gain from it. In fact, it could be said that service organizations often seem to lack a culture of market orientation. In measuring the satisfaction with the quality of market intelligence, it becomes obvious that marketing decision-makers are generally dissatisfied with the results of MKIS. Some of the reasons are: • The 'disconnect' between information technology and marketing in organizations, which results in marketing decision-makers not getting information in the format they require, and feeling as if their requirements are not taken into account when MKIS are developed. • The lack of availability of usable customer and competitor data, which are regarded by marketing decision-makers as the most important categories of information. • The focus on generating data, but not adding value to it. Marketing decisionmakers have indicated that they require analysis, and not raw data. In order to bridge these problems, South African service organizations need to focus on the successful integration of MKIS into the organization. This requires an understanding of marketing decision-makers' requirements, closer cooperation between IT and marketing and the establishment of a culture of information sharing. / lnligting is een van die belangrikste hulpbronne van hedendaagse organisasies. Die rol van bemarkingsinligtingstelsels (BMIS) is die fasilitering van die doelmatige en effektiewe gebruik van inligting in bemarkingsbesluitneming. Diensorganisasies is veral afhanklik van besluitsondersteunende inligting, as gevolg van die komplekse aard van hulle omgewing. Tog is daar aanduidings dat hulle inligting nie tot die beste voordeel aanwend nie, ten spyte van die aansienlike voordeel wat hulle daaruit kan trek. In werklikheid kan dit gestel word dat diensorganisasies skynbaar nie 'n markgerigte kultuur het nie. In die meting van tevredenheid met die kwaliteit van markintelligensie blyk dit dat bemarkingsbesluitnemers in die algemeen ontevrede is met die resultate van BMIS. Sommige redes hiervoor: • Die gaping tussen inligtingstegnologie en bemarking in organisasies, wat daartoe lei dat bemarkingsbesluitnemers nie inligting ontvang in die formaat wat hulle vereis nie, en voel dat hulle behoeftes nie in ag geneem word wanneer BMIS ontwikkel word nie. • Die gebrek aan bruikbare inligting oor kliente en mededingers, wat deur benarkingsbesuitnemers beskou word as die belangrikste kategoriee van inligting. • Die fokus op die genereer van data, sonder om waarde daaraan toe te voeg. Bemarkingsbesluitnerners het aangedui dat hulle ontleding vereis en nie slegs 'rou' data nie. Ten einde hierdie probleme te oorbrug moet Suid-Afrikaanse diensorganisasies fokus op die suksesvolle integrasie van BMIS in die organisasie. Dit vereis begrip vir bemarkingsbesluitnemers se behoeftes, nader samewerking tussen inligtingstegnologie en bemarking en die daarstel van 'n kultuur van gedeelde inligting. / Business Management / D. Comm. (Business Management)

Text in English, abstract in English and Afrikaans / Information is one of the most important resources in organizations today. The role of Marketing Information Systems (MKIS) is to facilitate the efficient and effective use of information in marketing decision-making. Service organizations are especially reliant on decision-support information, due to the complex nature of their environment. However, indications are that they are not utilizing information to their best benefit, despite the considerable advantages they might gain from it. In fact, it could be said that service organizations often seem to lack a culture of market orientation. In measuring the satisfaction with the quality of market intelligence, it becomes obvious that marketing decision-makers are generally dissatisfied with the results of MKIS. Some of the reasons are: • The 'disconnect' between information technology and marketing in organizations, which results in marketing decision-makers not getting information in the format they require, and feeling as if their requirements are not taken into account when MKIS are developed. • The lack of availability of usable customer and competitor data, which are regarded by marketing decision-makers as the most important categories of information. • The focus on generating data, but not adding value to it. Marketing decisionmakers have indicated that they require analysis, and not raw data. In order to bridge these problems, South African service organizations need to focus on the successful integration of MKIS into the organization. This requires an understanding of marketing decision-makers' requirements, closer cooperation between IT and marketing and the establishment of a culture of information sharing. / lnligting is een van die belangrikste hulpbronne van hedendaagse organisasies. Die rol van bemarkingsinligtingstelsels (BMIS) is die fasilitering van die doelmatige en effektiewe gebruik van inligting in bemarkingsbesluitneming. Diensorganisasies is veral afhanklik van besluitsondersteunende inligting, as gevolg van die komplekse aard van hulle omgewing. Tog is daar aanduidings dat hulle inligting nie tot die beste voordeel aanwend nie, ten spyte van die aansienlike voordeel wat hulle daaruit kan trek. In werklikheid kan dit gestel word dat diensorganisasies skynbaar nie 'n markgerigte kultuur het nie. In die meting van tevredenheid met die kwaliteit van markintelligensie blyk dit dat bemarkingsbesluitnemers in die algemeen ontevrede is met die resultate van BMIS. Sommige redes hiervoor: • Die gaping tussen inligtingstegnologie en bemarking in organisasies, wat daartoe lei dat bemarkingsbesluitnemers nie inligting ontvang in die formaat wat hulle vereis nie, en voel dat hulle behoeftes nie in ag geneem word wanneer BMIS ontwikkel word nie. • Die gebrek aan bruikbare inligting oor kliente en mededingers, wat deur benarkingsbesuitnemers beskou word as die belangrikste kategoriee van inligting. • Die fokus op die genereer van data, sonder om waarde daaraan toe te voeg. Bemarkingsbesluitnerners het aangedui dat hulle ontleding vereis en nie slegs 'rou' data nie. Ten einde hierdie probleme te oorbrug moet Suid-Afrikaanse diensorganisasies fokus op die suksesvolle integrasie van BMIS in die organisasie. Dit vereis begrip vir bemarkingsbesluitnemers se behoeftes, nader samewerking tussen inligtingstegnologie en bemarking en die daarstel van 'n kultuur van gedeelde inligting. / Business Management / D. Comm. (Business Management)

Defence organisations have now significantly developed and in the process they have applied various measures to sustain their progresses and encourage innovation. One of those measures is by embarking on KM programs. KM in military is seen as a strategic approach to achieving defense objectives by leveraging the value of collective knowledge through the process of creating, gathering, organizing, sharing and transferring knowledge into action. It is through proper knowledge management practices that an organisation embraces and manages its knowledge generation, knowledge acquisition, knowledge organisation, knowledge storage, transfer, knowledge sharing, and knowledge retention. The purpose of this study was to investigate knowledge management practices in the Department of Defence (RSA). The objective of the study was to find out how the department appreciates, understands, interprets and handles its knowledge. This study employed triangulation method to present trustworthiness of both qualitative and quantitative research approaches using positivist research design. Questionnaires, interviews and document analysis were employed to collect data. In order to arrive at the number of participants who received the questionnaires, a probability sampling method called stratified random sampling was used as well as purposive sampling. When setting up a study, it was essential to review the research identified in the literature review and to determine whether there is anything relevant to the research design of the proposed study. The study found that knowledge management was hardly understood generally in the department and was not an approach used and institutionalised for the benefit of the organisation. However there was embedded knowledge management appreciation from a few staff members in the department, only managing their own knowledge regarding learning, capturing and storage. Additionally there is a significant number of staff members who believe knowledge management is a way to go in the future and strongly believe their Defence Department needs to adopt a comprehensive and inclusive KM approach. / Information Science / M.A. (Information Science)

Defence organisations have now significantly developed and in the process they have applied various measures to sustain their progresses and encourage innovation. One of those measures is by embarking on KM programs. KM in military is seen as a strategic approach to achieving defense objectives by leveraging the value of collective knowledge through the process of creating, gathering, organizing, sharing and transferring knowledge into action. It is through proper knowledge management practices that an organisation embraces and manages its knowledge generation, knowledge acquisition, knowledge organisation, knowledge storage, transfer, knowledge sharing, and knowledge retention. The purpose of this study was to investigate knowledge management practices in the Department of Defence (RSA). The objective of the study was to find out how the department appreciates, understands, interprets and handles its knowledge. This study employed triangulation method to present trustworthiness of both qualitative and quantitative research approaches using positivist research design. Questionnaires, interviews and document analysis were employed to collect data. In order to arrive at the number of participants who received the questionnaires, a probability sampling method called stratified random sampling was used as well as purposive sampling. When setting up a study, it was essential to review the research identified in the literature review and to determine whether there is anything relevant to the research design of the proposed study. The study found that knowledge management was hardly understood generally in the department and was not an approach used and institutionalised for the benefit of the organisation. However there was embedded knowledge management appreciation from a few staff members in the department, only managing their own knowledge regarding learning, capturing and storage. Additionally there is a significant number of staff members who believe knowledge management is a way to go in the future and strongly believe their Defence Department needs to adopt a comprehensive and inclusive KM approach. / Information Science / M.A. (Information Science)