The research issue for this thesis was founded within the RAMESES project, but is specifically concerned with the necessity for SMEs to undertake the activity of business process modelling. The need to understand the `as is' position of an organisation is fundamental to the development, change or implementation of any information or communication technologies (ICT). The primary research question was `are SMEs able to model business processes in such a way that will enable the effective analysis of the organisation in order to enable information systems development change or implementation'. The objective of the research was to develop a method by which this business process modelling activity could be supported in a fashion which was accessible and effective within the target environment. This thesis expounds the benefits of using a critical approach utilizing a combination of qualitative and quantitative research methods within the bounds of a multi-disciplinary research team to enable effective exploration and investigation. The concept of the research life-cycle has developed the notion of appropriateness in method and approach: this is discussed against the values of the critical and realist paradigms. The issues reported in this thesis have been identified as a result of detailed case study analysis of six small organisations in the North-east of England. The conclusions are presented in three sections firstly the conclusions relating to the SME and the appropriateness of the BAM technique developed within the RAMESES project. Secondly conclusions are given in regard to the research methodology and reflections given as to the efficacy of the process. Thirdly reflections and conclusions are presented that relate to the work in relation to its overall critical aims and finally makes suggestions as to how future work could be improved.

M.Tech. Business Administration. Business School. / The purpose of this research is to assess which factors are critical to realize success in an Information Technology (IT) outsourcing relationship. The study assessed the applicability of the Relationship Quality (RELQUAL) model dimensions as relevant constructs that leads to relationship success and relationship retention on an existing IT outsourcing relationship. Emphasis was placed on the intangible factors which are trust, commitment, communication, cultural understanding and interdependence. This research was conducted within the context of the South African business environment.

University of Macau / Faculty of Science and Technology / Department of Computer and Information Science

M. Tech. (Information Technology, Faculty of Applied and Computer Sciences) Vaal University of Technology / A reliable and efficient information system (IS) is critical for Eskom so that it is able to manage and meet its energy demands. A reliable power supply provides stakeholders with the confidence that supply of power is managed sustainably, effectively and efficiently. Thus, an information system is integral in the effective and efficient generation, distribution and transmission of electricity. The purpose of the study was to investigate IS evaluation criteria and to develop a comprehensive framework that will serve as basis for IS evaluation across Eskom. The research study additionally investigated IS evaluation methods and instruments that are currently used in Eskom. This study produced an information systems success evaluation framework. The proposed model was built by reviewing well-established information systems success models and information systems theories found in the literature. This research study followed the interpretive research paradigm combining it with qualitative case study. The research findings linked information systems success to top management support, change management process and information quality. The findings of the study alsorevealed that quality of IS department’s service as perceived by users can greatly influence IS success. The results of this study provided enlightening reference benefit for Eskom, which was in line with Eskom’s goal of improving business processes, efficiencies and eliminating waste.

This study explores complexity metrics for business artifact process models described by Case Management Model and Notation (CMMN). Process models are usually described using Business Process Management (BPM), which is a relatively mature discipline with a large number of practitioners. Over the last few decades a new way of describing data intensive business processes has emerged in BPM literature, for which traditional BPM is no longer adequate. This emerging method, used to describe more flexible processes, is called business artifacts with Guard-Stage-Milestone (GSM). The work on GSM influenced CMMN, which was created to fill a market need for more flexible case management processes for knowledge workers. Complexity metrics have been developed for traditional BPM models, such as the Business Process Model and Notation (BPMN). However, traditional BPM is not suitable for describing GSM or CMMN process models. Therefore, complexity metrics developed for traditional process models may not be applicable to business artifact process models such as CMMN. This study addresses this gap by exploring complexity metrics for business artifact process models using CMMN. The findings of this study have practical implications for the CMMN standard and for the commercial products implementing CMMN. This research makes the following contributions: • The development of a formal description of CMMN using first-order logic. • An exploration of the relationship between CMMN and GSM and the development of transformation procedures between them. • A comparison between the method complexity of CMMN and other popular process methods, including BPMN, Unified Modeling Language (UML) Activity diagrams, and Event-driven Process Charts (EPC). • The creation of a systematic literature review of complexity metrics for process models, which was conducted in order to inform the creation of CMMN metrics. • The identification of a set of complexity metrics for the CMMN standard, which underwent theoretical and empirical validation. This research advances literature in the areas of method complexity, complexity metrics for process models, declarative processes, and research on CMMN by characterizing CMMN method complexity, identifying complexity metrics for CMMN, and exploring the relationship between CMMN and GSM. / Ph.D. (Computer Science)

M. Tech. (Department of Information and Communication Technology, Faculty of Applied and Computer Sciences), Vaal University of Technology. / Crude oil is among the most in-demand and desirable commodities across the world today. The multiple uses of crude oil are widespread, ranging from the generation of energy to its use as fuel for the petrochemical and transportation sectors. Because of the high use of and demand for crude oil worldwide, the petroleum industry (also known as the oil and gas industry) is a significantly role player in the world economy. Libya‘s oil and gas industry is deemed the most essential and important sector in this country, as Libya is mainly dependent on proceeds from this sector. However, existing information technologies are not always optimally applied and utilised. This, together with the challenge that information technologies in the supply chain system and logistics processes of some of Libya‘s oil and gas companies are not always sufficient, the productivity of the country‘s oil and gas supply chain is compromised, and this results in revenue losses because of wasteful expenditure. This research therefore aimed to determine what innovative information technologies should be considered by Zueitina Oil Company (as case study) in Libya to enhance its supply chain and logistics processes. Two primary research questions (PRQs) were formulated for this research, namely: (i) What is the current status of Libya‘s oil and gas sector in terms of oil production and export? (ii) What innovative information technologies need to be considered by Zueitina Oil Company in Libya to contribute towards optimising its supply chain and logistics processes? This study followed the qualitative research methodology, as the data collected were qualitative and the research design was inductive. A case study strategy was adopted, with Zueitina Oil Company in Libya as the case under study. The primary sources for the research were the management of the supply chain and logistics departments of Zueitina Oil Company. The qualitative data collection method selected was a survey conducted by means of telephone and focus group interviews. The data were analysed using thematic analysis. In total, five themes and six sub-themes emerged from the findings obtained from the analysis. This research contributes to the scientific body of knowledge by proposing an Information Technology Optimisation Model for the Supply Chain of Zueitina Oil Company in Libya in order to achieve increased revenues, reduced costs, and improved customer services, among others.