This thesis is based upon a prolonged research period, wherein a practical systems based tool (prototype), was researched, developed and tested, so as to gain outputs of integration improvements for service delivery in South Africa (SA) specifically, and in general for developmental economies. The research question can be summarised as: "to develop a systems-based intervention tool, able to provide practical integration improvements from concept to delivery". Existing systems methods and approaches were accessed, and based upon their utility for the local context, were used to varying degrees, in "building" the prototype, which was tested across a number of interventions, categorised under "world of the client"; and "world of the designer" (firm created for this purpose). Being aware of local and international implementation challenges by virtue of experience as consultant for a number of governments, whereby national planning and implementation techniques tend to be embed mechanistic models of thinking directly affecting how agents and agencies: understand the problem; plan to resolve the problem; and implement the designed solutions. The research sought to recover key systems insights in order to build a practical tool that could reduce negative outcomes, perpetrated by well-intended reforms, having limited integrative thinking, planning and delivery. The research required long-term observation, reflection, and extensive literature review. A distinctive feature of the research is the account of the author's exploration of his learning and development, within University of Cape Town PhD: Business Architecture embedded in complexity and systems theory.

Magister Commercii (Information Management) - MCom(IM) / Purpose: The research aims to validate whether the proposed beta version of a Business Architecture Assessment Model (BAAM) can be usefully extended to organisations. Design/methodology/approach: The research draws from existing literature to further extend the scope of the BAAM. The literature review includes a description of Business Architecture (BA) and investigates the requirements of maturity models. The literature did reveal that the beta version of the BAAM’s maturity levels should be extended from the initial 3 levels to 5 well documented maturity levels (i.e. the roadmap). A focus group consisting of various subject matter experts evaluated the BAAM using an interpretative survey. The focus group approved the BAAM with some minor recommendations. The online BAAM survey was then deployed at eight (8) organisations to collect data on the level of maturity of the organisations’ business architecture. The output of the BAAM consists of a roadmap and the assessment results which assist organisations to improve their business architecture maturity. Findings: The literature review revealed that maturity models exist, but not many focus specifically on BA maturity. Those that does exist primarily focuses on the methodology involved in BA but do not specifically point out areas where the content matter of BA can be improved upon.

In 1993, Michael Hammer and James Champy advanced the Business Process Reengineering theory, which had promoted the enterprises overall achievement, therefore, raises the Enterprise managers to think carefully of the Business Process Reengineering and the Business Process Management (BPM) software. The BPM provides a consolidated end-to-end perspective of all the processes within the enterprise, and to resolve the problem of the Enterprise Resource Planning system. The Business Architecture Management (BAM) software is to map out the business structure of the enterprise, and make the business process integrated with the business structure closely, the purpose is to build business structure and business process in one unity. This model will support the enterprise managers to see, analyze and control the information technology and system integrations. Via the BAM model, we realize that the Business Architecture contains more views than Business Process. Therefore, the advantage of the BAM software is to have the business structure integrated with business process. In contrast, the disadvantage of the BPM software is to separate the business structure from the business process. The study is based on the scientific logic principle and to create a model of the BAM software. Using the Backus-Naur Form grammar and the graphical language, we define the BAM software model, and list three steps: the first step is to construct structure elements and operations which from the business structure. The second step is to derive the business process from the business structure. The third step is to integrate the business structure with and the business process. An example of Securities Transaction Platform software is developed via the BAM model. In this study, we also compare the BPM with BAM. We conclude that the BAM software will assist the enterprise managers to analyze and control the information technology and system integrations easily. Beside the above conclusion, this study also provides many useful references and suggestions to aid entrepreneurs and system managers to create BAM software.

Diploma thesis is focused on analysis of documentation method in business analysis team in chosen company. Based on this analysis it proposes elimination of identified weaknesses and risks by creating a tool for shared documentation in form of business architecture model and definitions of processes which will allow to build and maintain proposed method of documentation.

There is a high rate of information system implementation failures attributed to the lack of alignment between business and information technology strategy. Although enterprise architecture (EA) is a means to correct alignment problems and executives highly rate the importance of EA, it is still not used in most organizations today. Current literature only gave anecdotal reasons why EA was not more widely adopted. This study explored the problem of EA underutilization by understanding how organizational executives value EA. This research used the grounded theory methodology to obtain the EA perspectives of organizational executives responsible for EA. Seventeen executives were selected using theoretical sampling and interviewed using a semi-structured interview approach. The interview data was recorded and coded, and interviewing continued until theoretical saturation was reached. The executives identified four distinct meanings of EA, i.e., business and IT alignment, a holistic representation of the enterprise, a planned vision of the future, and a process, methodology, or framework enhancing enterprise decision making. In addition, they identified 16 unique benefits that EA provided. Depending on the meaning of EA, it was possible to predict what benefits they expected. For example, if the meaning of EA was a holistic representation of the enterprise, then the benefits of increase operational effectiveness, planning, product selection, and speak a common language were expected. However, regardless of which of the four meanings of EA was selected, executives expected EA to facilitate the alignment of business and IT, the decision making process, and the simplification of system and architecture management. Based on the findings, an analytic story and a theoretical model were produced. The model depicted the influencers on what meaning an executive chose and, based on the meaning, the expected benefits of EA. The understanding of executives' perceptions of EA is critical because they are the most influential leaders within organizations. Without their understanding, it becomes less likely that EA initiatives would meet organizational expectations and have favorable outcomes. Furthermore, it is hoped that this study shapes future EA initiatives so that they become more aligned with the views of the executives who are responsible for them.

For decades, the scope of an enterprise becomes huge day by day. In order to adapt to the rapid changing environments, it is necessary that an enterprise considers the re-engineering of organizational structures and functional processes altogether. The enterprise's administrators, while re-enginerring enterprises, need an applicable business architecture to be the Model. While setting up the business architecture, we must dialyse such factors as organizational structures, functional processes, etc. to build up the most suitable strategy. While re-enginerring enterprises, a better result comes out if organizational structures and functional processes are considered altogether. Currently, business re-engineerings adopted by an enterprise belong to process-oriented business re-engineerings. Process-oriented business re-engineerings focus mainly on an enterprise¡¦s functional processes and neglect the relationship between organizational structures and functional processes. The achievement is always not so good as expected. Embracing organizational structures and functional processes in concert and harmony, it has offered and organized advantages received after business re-engineering, the best shared practice and experience. This research probes into architecture-oriented business re-engineerings. This research leads business re-engineering and starts from the process-oriented business re-engineering that most enterprises choose now. And from ¡§organizational structures and functional processes in concert and harmony,¡§ it carries on business re-engineering necessary terms to succeed in to prove, still lies in: ¡§organizational structures and functional processes in concert and harmony,¡¨ ¡§tactics architecture of globality,¡¨ ¡§carry on the re-engineering to the cardinal or key architecture,¡¨ ¡§trans-departmental architecture re-engineering groups,¡¨ ¡§comprehensible enterprise architecture perspective,¡¨ ¡§understanding and analysing business architecture,¡¨ etc. This is exactly one of the elements that architecture-oriented business re-engineering needs too. It is expected that it can lead to an important reference that the business re-engineering requires. According to the above conclusion, we find that an enterprise can be benefited by the contribution of this research. It also provides administrators or executives many suggestions that support implementing business re-engineering of an enterprise. Key Words: Business Architecture, Architecture-Oriented Business Re-engineering, Process-Oriented Business Re-engineering, Organizational Structure, Functional Porcesss

The research focuses on the relationship and interlinking between the different architectural domains within the enterprise architecture of an enterprise. The architectural domains are grouped together as business architecture, information architecture and technology architecture. First, a literature review of the definitions, history, role, functions and qualities, existing frameworks, models and domains of enterprise architecture was conducted. The definitions; role and benefits; models, frameworks, ontologies and descriptive languages of the different architectural domains were then studied as background and basis. New definitions were deduced. Second, the modelling methodology, process, elements and deliverables were investigated. An integration metamodel for enterprise architecture was developed, according to this modelling methodology. The metamodel is called the Relational Enterprise Architecture Metamodel or the REAM. Third, the research methodology for the empirical research section was investigated and determined. The proposed conceptual metamodel has been assessed through a case study within three different industries each. The feedback from the case studies was used to modify/enhance the metamodel. The possibilities for application of the modified model were then assessed at the University of Pretoria. The contribution of this research lies mainly in the development, empirical testing and refining of an integrated EA metamodel (REAM) as well as the development of new definitions for enterprise, business, information and technology architecture and relating them. / Thesis (PhD)--University of Pretoria 2015. / Information Science / Unrestricted

La presente propuesta tiene como objetivo principal plantear una solución tecnológica para mejorar el proceso de expedición de licencias del Ministerio de Transportes y Comunicaciones (MTC) el manejo de la información dentro de sus sistemas, ofreciendo, como parte de la solución tecnológica, un portal web por el cual el ciudadano podrá realizar sus trámites, pagar en línea y reservar una cita para la expedición de su licencia de conducir. La primera parte de la propuesta consiste en un análisis del Ministerio de Transportes y Comunicaciones, a fin de conocer sus procesos de organización y objetivos estratégicos. Para ello, se ha utilizado el Framework Zachman para conocer el contexto de la institución y del proceso en estudio, con el objetivo de comprender la problemática y diseñar una solución para esta. La segunda parte está comprendida por el diseño de la arquitectura, con base en el análisis realizado. La propuesta inicia por elaborar el proceso TOBE y el modelo de negocio, con el propósito de conocer el contexto de la organización y la interacción de los actores que intervienen; luego, se plantean los casos de uso del sistema a lo analizado e identificado como parte de la solución. Finalmente, se debe identificar los drivers arquitectónicos y los estilos de diseño de arquitectura y diseñar el modelo 4C, con la finalidad de plantear un diseño de arquitectura que soporte y cubra las necesidades de la organización. / The main objective of this proposal is to propose a technological solution to improve the license issuance process of the Ministry of Transport and Communications (MTC), the management of information within its systems, offering as part of the technological solution a web portal through which the citizens will be able to carry out their procedures, pay online and book an appointment to issue their driver's license. The first part of the proposal consists of an analysis of the Ministry of Transport and Communications, in order to know its organizational processes and strategic objectives. For this, the Zachman Framework has been used to know the context of the institution and the process under study, with the aim of understanding the problem and designing a solution for it. The second part comprises the architecture design based on the analysis performed. The proposal begins by developing the TOBE process and the business model, with the purpose of knowing the context of the organization and the interaction of the actors involved. Then, the use cases of the system are presented based on what was analyzed and identified as part of the solution. Finally, the architectural drivers and architecture design styles must be identified and the 4C model designed, in order to propose an architecture design that supports and meets the needs of the organization. / Tesis

The goal of this study is to examine how small and medium-sized enterprises (SME) describe and model the part of Enterprise Architecture (EA) that is concerned with the business architecture by looking at four common modelling perspectives within business architecture – processes, information, IT systems and business capabilities. The study both examines if general models and descriptions have been created by the SMEs for the aforementioned perspectives, as well as if the SMEs have created target architectures for change management. Finally, this study also examines what the businesses consider that they need to be able to work more with business architecture, as well as if there are any differences between the small and the medium-sized enterprises in the study. The study was conducted by means of a survey, that was sent to around 1170 enterprises. 140 of them answered the survey, and the answers show that a clear majority of the SMEs have created some descriptions, completely or partly, of their business architecture for all the studied perspectives. In addition, around half of them have created target architectures, complete or partial ones, for all the perspectives. Process description was the most common type of business architecture description among the respondents, over 80 % of respondents have described them at least partly, whereas description of information was the least common one, around 50 % have described their information at least partly. The main things the SMEs say they need to be able to work more with business architecture are time and resources, some also request more knowledge about method, and some external support, and some are/were waiting for a major enterprise crisis to begin their business architecture work.  Medium-sized enterprises, as well as enterprises that have a certain position for a business architect, work more with all types of descriptions and models than smaller enterprises and those that do not have an architect. However, the differences were only found to be statistically significant for a few of the perspectives. / Målet med denna studie är att undersöka hur arbetet med verksamhetsarkitektur (som en del av enterprisearkitektur-arbete) ser ut i små och medelstora företag (SMF:er) genom att titta på fyra vanliga modelleringsperspektiv inom verksamhetsarkitekturen: processer, information, IT-miljö och verksamhetsförmågor. Studien undersöker både om generella modeller och beskrivningar skapats inom ovanstående områden, samt om verksamheterna skapat någon målarkitektur för förändringsarbete. Slutligen undersöks även vad SMF:erna anser sig behöva för att arbeta mer med verksamhetsarkitektur, samt om det finns skillnader mellan de små och de medelstora företagen. Undersökningen genomförs med hjälp av en enkät som skickades ut till runt 1170 företag. 140 företag besvarade enkäten och svaren visar att en majoritet av verksamheterna i studien arbetar med verksamhetens ingående delar helt eller delvis. De arbetar även med målarkitekturer inom de studerade områdena. Vanligast är att verksamheterna beskriver sina processer, över 80 % har tydligt beskrivit sina processer helt eller delvis, och minst vanligt är att de beskriver sin information, vilket runt 50 % helt eller delvis hade gjort. Det främsta verksamheterna anser sig behöva för att arbeta mer med verksamhetsarkitektur är tid och resurser, vissa efterfrågar även mer kunskap om tillvägagångssätt och yttre stöd, och några anser sig behöva en akut kris för att börja med verksamhetsarkitektur. Mellanstora företag, samt de företag som har en verksamhetsarkitekt, arbetar mer med beskrivning och modellering (helt eller delvis) för alla undersökta perspektiv än de mindre företagen och de som inte har någon arkitekt, men endast inom några områden var skillnaderna statistiskt signifikanta.

El presente trabajo de tesis expone la propuesta de una arquitectura empresarial para la mejora operativa de una empresa del sector de contact center en el marco de la norma COPC CX, particularmente enfocada en lo concerniente a la implementación de clientes, servicios y programas. El primer capítulo presenta la información del Grupo 3eriza así como el planteamiento del problema, los objetivos y la planificación del proyecto. El segundo capítulo describe los logros de los student outcomes planteados por la universidad como objetivos que deben alcanzarse en el presente proyecto profesional. El tercer capítulo desarrolla los fundamentos teóricos para la solución propuesta, los cuales permiten sustentar adecuadamente los aspectos conceptuales y definitorios de nuestro documento. En el cuarto capítulo se analiza el proceso empresarial con la finalidad de alinearlo a la norma COPC CX, el cual dará el sustento necesario para la implementación de la solución propuesta en el presente trabajo. El quinto capítulo desarrolla el proceso de diseño y definición la arquitectura empresarial propuesta haciendo uso del método de desarrollo de la arquitectura o ciclo ADM definido por el estándar TOGAF. Finalmente, el sexto capítulo presenta el portafolio de proyectos definidos a partir de los bloques de construcción identificados en las fases anteriores, así como el plan de implementación y migración que aborda los aspectos relacionados de cómo moverse de la arquitectura de línea base a la arquitectura destino. / This thesis work exposes the proposal of a enterprise architecture for the operational improvement of a company in the contact center sector within the framework of the COPC CX standard, especially focused on the concern to the implementation of customers, services and programs. The first chapter presents the information of the 3eriza Group, as well as the problem statement, objectives and project planning. The second chapter describes the achievements of the student outcomes set by the university as objectives that must be achieved in this professional project. The third chapter develops the theoretical fundamentals for the proposed solution, which allow us to properly support the conceptual and defining aspects of our document. In the fourth chapter the business process is analyzed in order to align it with the COPC CX standard, which will provide the necessary support for the implementation of the solution proposed in the present work. The fifth chapter develops the design and definition process of the proposed enterprise architecture using the ADM cycle development method defined by the TOGAF standard. Finally, the sixth chapter presents the portfolio of projects defined from the building blocks identified in the previous phases, as well as the implementation and migration plan that addresses the related aspects of how to move from the baseline architecture to the destination architecture. / Tesis