Emerging trends in Cloud computing bring numerous benefits, such as higher performance, fast and flexible provisioning of applications and capacities, lower infrastructure costs, and almost unlimited scalability. However, the increasing complexity of automated performance and resource management for applications in Cloud computing presents novel challenges that demand enhancement to classical control-based approaches. An important challenge that Cloud service providers often face is a resource sharing dilemma under workload variation. Cloud service providers pursue higher resource utilization, because the higher the utilization, the lower the hardware cost, operating cost and maintenance cost. On the other hand, resource utilizations cannot be too high or the service provider's revenue could be jeopardized due to the inability to meet application-level service-level objectives (SLOs). A crucial research question is how to generate as much revenue as possible by satisfying service-level agreements while reducing costs as much as possible in order to maximize the profit for Cloud service providers. To this end, the classical control-based approaches show great potential to address the resource sharing dilemma, which could be classified into three major categories, i.e., admission control, queueing and scheduling, and resource allocation. However, it is a challenging task to apply classical control-based approaches directly to computer systems, where first-principle models are generally not available. It becomes even more difficult due to the dynamics seen in real computer systems including workload variations, multi-tier dependencies, and resource bottleneck shifts. Fundamentally, the main contributions of this thesis are the efforts to enhance classical control-based approaches by leveraging other techniques to address the increasing complexity of automated performance and resource management in the Cloud through dynamic monitoring, modeling and management of performance and resources. More specifically, (1) an admission control approach is enhanced by leveraging decision theory to achieve the most profitable service-level compliance; (2) a critical resource identification approach is enhanced by leveraging statistical machine learning to automatically and adaptively identify critical resources; and (3) a resource allocation approach is enhanced by leveraging hierarchical resource management to achieve the highest resource utilization. Concretely, the enhanced control-based approaches are implemented in a collection of real control systems: ActiveSLA, vPerfGuard and ERController. The control systems are applied to different real applications, such as OLTP and OLAP database applications and distributed multi-tier web applications, with different workload intensities, type and mix, in different Cloud environments. All the experimental results show that the prototype control systems outperform existing classical control-based approaches. Finally, this thesis opens new avenues to address the increasing complexity of automated performance and resource management through enhancement of classical control-based approaches in Cloud environments. Future work will consistently follow the direction of new avenues to address the new challenges that arise with the advent of new hardware technology, new software frameworks and new computing paradigms.

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There are three essays on the economics of information technology innovation in my dissertation: 1. Procurement contracting strategies in a hierarchical supply network; 2. R and D offshoring and technology learning in emerging economies firm level evidence from the information technology industry; 3. Software design strategies in markets with open source competitors. The first essay addresses the impact of an information technology enabled hierarchical supply structure on a firm s procurement strategies. The second essay investigates information technology hardware innovation. I examine R and D offshoring of information technology hardware firms and its impact on R and D effort of firms in host countries. The third essay focuses on software innovation. I investigate open source software and its impact on the design of proprietary software in terms of number of features bundled in the software.

[Truncated abstract] Rumours can lead to unpredictable events: the manner in which an organisation responds to a commercial rumour can alter its reputation, and can affect its profitability as well as, ultimately, its survival. Commercial rumours are now a prominent feature of the business environment. They can emerge from organisational change, pending workforce layoffs, mergers, and changes to management, in addition, commercial rumours can lower morale and undermine productivity. There are several well-known examples of commercial rumours that have been, or continue to be, circulated. Commercial rumours are typically either about a conspiracy or contamination issue. Conspiracy rumours usually target those organisational practices or policies which are identified as undesirable by the stakeholders. This form of rumour is often precipitated by situations where people do not have all the information about a situation, for example the rumour about Proctor & Gamble being run by the Moonies. Snapple, the soft drink company, was rumoured in 1992 to be supporting the Ku Klux Klan in closing abortion clinics. Contamination rumours are wide-ranging and typically have revulsion theme, such as McDonald’s "worms in the burger", Pop Rock’s candies which exploded in the stomach, and poison in Herron’s paracetamol . . . Marketers suggest that web sites Commerical Rumour Responses on the Web represent the future of marketing communications on the Internet. The key implication of this study for organisations is when faced with a negative rumour, specific and selected Web pages can be used manage company’s stakeholders recall the rumour and organisational stakeholders can be persuaded by the company’s rumour response strategies.

Thesis (MPhil)--Stellenbosch University, 2004. / ENGLISH ABSTRACT: The rise of the network economy had a resounding impact on the world economy. Business remains transfixed between choosing between hierarchical organizational structures suited to a control and command mindset or transforming to an organizational structure intent on sensing and responding. Flexible and adaptive enterprises are more suitable to an increasingly volatile business environment. Current business trends worldwide seem to point in this direction. This may be an indication of the way in which organizations strive to avoid running the risk of business insignificance. Driven by business volatility, organizational structures are turning increasingly to naturally occurring ‘organizations’ to construct their own malleable versions. The redesign of an organizational structure is as important as reviewing information flows, optimizing technology and most importantly, finding the right type of employee to set the wheels of a real-time enterprise (RTE) in motion. Any discussion pertaining to real-time will touch on time. A reflection on hierarchical organizations highlights their stability, but also their inflexibility and sufficing information practices. It then becomes clear that the new business direction in an intensely competitive environment will have little tolerance for any measure of organizational rigidity. But how driven and fast can information really be processed and still enhance the value of an enterprise? The RTE is not a fully automated enterprise. Its employees may be less involved in its everyday tasks, but remain part of its decision-making process. To what degree does the RTE business model then facilitate value-adding information processing by both automation and manual interventions? Do limits exist where speed and time wastage in business are concerned? Is speed at all costs the only concern of the RTE? The aim of this paper is to answer these questions conceptually. Cognizance was taken of the impact of the volatile business environment on organizational structures influencing the current understanding. The highlighted business trends are based on recently published global and authoritative industry papers, business analyses and academic interpretations. Some of the best material was sourced from professional journals discussing the infinite angles of real-time information. Castells’s work on the network society proved to be extremely valuable to gain a holistic understanding. The latest developments were obtained from well-established research companies. During the investigative phase of this paper, the author encountered one thesis on real-time information focusing on information technology. It was evident that more research is required to answer the questions posed. The eventual findings were in line with the complexity and scope of the subject. The current demands of a global network economy necessitate agile and adaptive networked enterprises, not hierarchies. Roles are becoming more important than positions in the organizational transition phase to a networked, flat structure. A failure to start with such a transformation programme will result in a failure to survive in a fiercely competitive global business environment. It was clear that the RTE is dependent on the establishment of a balance struck between business entities in their interactions with one another as parts of a whole, replete with conditions and requirements. It is only in this sense that access to real-time information could be seen as a differentiating factor in global business. / AFRIKAANSE OPSOMMING: Die ontstaan van die netwerk-ekonomie het ‘n beduidende invloed op wêreldhandel gehad. Besigheid het nog nie uitsluitsel verkry tussen twee soorte organisatoriese strukture nie, naamlik, ‘n hiërargiese organisasiestruktuur wat pas by ’n beheer-en-regeer denkwyse en die ander, ’n veranderende organiese struktuur wat aanvoeling en reaksie belangriker ag. Buigsame, aanpasbare organisasies is uitstekend aangepas by ’n toenemend onsekere besigheidsomgewing. Dit wil voorkom of organisasies tans in hierdie rigting neig om die risiko van onbeduidenheid in die hedendaagse sakewêreld op dié manier te systap. Onsekerheid in besigheid noop organisatoriese strukture om hul toenemend te wend na organisasiestrukture wat natuurlik voorkom, ten einde ‘n eiesoortige buigsame weergawe daarvan te skep. Organisatoriese herstrukturering is ewe belangrik as die hersiening van inligtingsvloei, die optimisering van tegnologie en bowenal, die soektog na die regte soort werknemer wat dryfkrag aan die ‘real-time enterprise’ of RTE sal verleen. ‘Real-time’ besprekings sluit noodwendig die tydskwessie in, terwyl enige nabetragting oor hiërargiese organisasies sal fokus op stabiliteit, maar ook op onbuigsaamheid en ontoereikende inligtingspraktyke. Die nuwe besigheidsrigting in ’n uiters mededingende omgewing laat min ruimte vir enige mate van organisatoriese onbuigsaamheid. Die vraag ontstaan egter hoe vinnig en gedrewe inligting verwerk kan word ten einde besigheidswaarde te vermeerder? RTE’s is nie volledig geoutomatiseerde organisasies nie. Hoewel werknemers nie ten volle betrek word by alledaagse werk nie, is hulle steeds deel van die besluitnemingsproses. Maar vergemaklik die RTE-besigheidsmodel inderdaad die verwerking van inligting deur gedeeltelike outomatisering? Hoe word spoed en tydsvermorsing in organisasies hanteer? Sou spoed byvoorbeeld ten alle koste die enigste belang wees van die RTE? Die doel van hierdie proefskrif is om hierdie vrae in beginsel te beantwoord. Die invloed van besigheidsonsekerheid op organisatoriese strukture wat die huidige denkwyse beïnvloed, word erken. Die aanduiding oor organisatoriese ontwikkeling is gebaseer op internasionale, gesaghebbende spesialisgeskrifte, besigheidsontledings, sowel as akademiese vertolkings. Voortreflike literatuur is bekom in professionele joernale oor die ontelbare nuanses van ‘real-time’ inligting. Castells se werk oor die netwerkgemeenskap was van onskatbare waarde vir ’n oorsigtelike insig, terwyl die jongste ontwikkelinge verkry is uit artikels afkomstig van gevestigde navorsingsinstansies. Die skrywer het gedurende die navorsingsfase slegs een proefskrif teengekom oor ‘real-time’ inligting met inligtingstegnologie as die hooffokus. Dit is duidelik dat toenemende navorsing steeds ontbreek. Die uiteindelike bevindings het ooreengestem met die ingewikkeldheid en omvang van die onderwerp. Die eise van ’n internasionale netwerk kan slegs beantwoord word deur ratse en aanpasbare netwerk organisasies, allermins deur hiërargieë. ’n Rol, pleks van ’n aanstelling, raak van toenemende belang in die organisatoriese oorgangsfase na ’n plat struktuur wat deel is van ’n netwerk. Versuim om te begin met so ’n oorgangsprogram sal mislukking tot gevolg hê in die geweldig mededingende besigheidsomgewing wat dwarsoor die wêreld heers. Die RTE is afhanklik van die daarstelling van ‘n balans tussen besighede as dele van ’n geheel in hul omgang met mekaar wat die nodige voorwaardes en vereistes insluit. Dis slegs binne hierdie raamwerk dat toegang tot ‘real-time’ inligting beskou kan word as ’n unieke faktor wat aan besigheidsorganisasies wêreldwyd gebied word.

Thesis (MPhil)--University of Stellenbosch, 2007. / 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. / AFRIKAANSE OPSOMMING: Menige variasies van stelselsontwikkelingsmodelle het ontwikkel oor die afgelope vyftig jaar in stelselsingenieurswese en sagtewarewetenskap, en steeds is daar nie genoegsame kennis beskikbaar om beter begrip te kry oor hoe hierdie stelsels as Komplekse Aanpassende Sisteme bestudeer kan word nie, ten einde die bestuur daarvan te verbeter. Die primêre toepassingsgebied in die tesis is gespits op die ontwikkeling van rekenaarhardeware en - sagteware. Die behoefte vir innovasie moet al die fasette van die ontwikkelingsekosisteem bereik. Die bewusheidsgaping tussen sistemiese produkontwikkeling en waardeskepping, is te wyd. Instumentasie word benodig om te help met ratsheid in prosesuitvoering, om dreigende probleme te ontlont, en effektief besluitneming toe te pas, en sodoende produktiwiteit op ‘n maksimum vlak te hou. Hierdie doelwitte word tot ’n meerdere mate in die huidige praktyk verontagsaam. Net soos somige bestuursadvies oneffektief is, blyk dit dat daar nog steeds geen stelselsmodelle is wat alle verwagtinge bevredig nie. In baie gevalle eindig die toepassing daarvan in waan en mislukking. Die statistiek beskikbaar op mislukte projekte is onrusbarend, tog het dit nie vooruitgang gekelder nie, en die behoefte na verbetering bestaan steeds. Die doelwit van die tesis is dus om die mees lewensvatbare model wat die voortbestaan van stelselsontwikkelingsgroepe sal kan handhaaf, uit te sonder. Die navorsing neem insigte uit hedendagse literatuur en is gebasseer op ’n analiese van verskeide kennisbestuursteorieё teenoor die bestaande stelselsontwikkelingsmodelle. Die fokus is meer spesifiek toegespits op kompleksiteitsteorie. Die hoofmaatstaaf is om die Waardesnelheid van ’n stelselsontwikkelingspan te bepaal. Hierdie maatstaaf word gepyl deur twee onafhanklike veranderlikes, naamlik die Waarde Geskep en die Afleweringsvertraging. Ten slotte, vereis Kompleks Aanpassende Sisteme slegs die aanwesigheid van 'n leidende visie tesame met 'n goeddeurdagte stel ontwikkelingsreëls, wat aanleiding sal gee tot die verhoging en behoud van die Waardesnelheid.

Thesis (MPhil)--Stellenbosch University, 2005. / ENGLISH ABSTRACT: This paper discusses factors that contribute to information technology (IT) investment not paying off as might have been expected. The main purpose is to describe this IT _productivity paradox. The paper explores ideas that align organizations' business strategies and information technology as a key to achieving improved productivity. Which are possible to properly measure in terms of the financial results? The main aims and objectives are to find out why managers invest in IT; whether there is a phenomenon such as an IT productivity paradox; whether IT pays off as expected; and how IT impacts on organizations. The study will investigate options for proper management of information technology and data structures. It is necessary to ascertain whether ensuring proper IT implementation has a positive impact on productivity, leading to increased innovation and performance. The research design builds on research done on the use of IT in organizations, usmg a qualitative research method. This research paper looks at organizational issues such as IT management styles, political and ethical issues, and work settings. The paper looks at organizations across the service and manufacturing sectors to determine their production, innovation, and profits into their existing organizational processes and how technology is interpreted. A group of IT users, IT managers and analysts were used as a sample to study the way IT managers and knowledge workers encounter information technology in organizations. The research method used in this research paper is called the informant approach, to take points of entry IT users would provide. This means that the interviewee, in this case the IT user was questioned on the use of information technology tools to gather information. In this study the aim was to conduct interviews with IT users and those they work with about their experiences. The sampling population was selected on the basis that they use this technology. In the data collection method a second interview was used to gather first-hand responses from the respondents to help me consolidate the information gathered to validate and ensure that it is reliable. The validity and reliability aspect of this research paper are based on the main sources of data and interpretation and adopts coding as the main technique of analysis. The internal reliability of this research methodology concern itself with the research methods that were used within this research paper. Measures to be taken in the paper are to obtain internal reliability in systematic gathering of data. The last part of this paper presents the conclusions and recommendations for changes to be made by managers and those investing in IT. IT managers should plan strategically when dealing with sales and marketers in order to put business needs before the needs of IT or systems. Technology should fit business needs rather than the business adjusted to fit the technology. IT should not cost an organization any additional profit it generates. / AFRIKAANSE OPSOMMING: Belegging in Informasietegnologie skyn nie so betalend te wees as wat aanvanklik verwag is nie. Hierdie studie beskryf bogenoemde IT produktiwiteitsparadoks, en ondersoek faktore wat daartoe bydra. Verder word planne wat ten doel stel om organisasies se besigheidsstrategie en IT te laat saamwerk ten einde produktiwiteit te verhoog, ondersoek. Is dit moontlik om hierdie te meet in terme van finansiële resultate? Ander voornemens is om te bepaal waarom bestuurders in IT belê, is dit so betalend soos aanvanklik geskat is, hoe dit die maatskappy beïnvloed en bestaan daar werklik 'n verskynsel soos die IT produktiwiteitsparadoks? Hierdie studie sal moontlikhede ondersoek vir kundige bestuur van IT en datastrukture. Dit is nodig om vas te stel of die deeglike toepassing van IT 'n positiewe uitwerking het op vernuwende denke en produktiwiteit. Die navorsingsontwerp is gebaseer op navorsing wat reeds gedoen is oor die gebruik van IT in organisasies. In hierdie navorsing word ondersoek ingestel na organisatoriese kwessies soos IT bestuursmetodes, politieke en etiese invloede en werksomstandighede. Hierdie dokument neem maatskappye regoor die diens- en vervaardingsektore in oënskou ten opsigte van hul produksie, vernuwende idees en winsmarge, hoe hierdie aspekte inpas in hul huidige organisatoriese prosesse en hoe tegnologie interpreteer word. 'n Groep van IT gebruikers, IT bestuurders en analiste is as monster geneem, ten einde die manier waarop IT bestuurders en inligtingwerkers informasietegnologie teëkom in maatskappye te bestudeer. Die navorsingsmetode wat tydens hierdie studie gebruik is, word genoem die informantbenadering, wat behels om informasie te gebruik wat deur IT gebruikers verskaf word. Dit beteken dat die IT gebruiker ondervra word oor die gebruik van IT toerusting om informasie te versamel. Die doelwit was om onderhoude met IT gebruikers te voer, asook diegene met wie hulle saamwerk, in verband met hulondervindinge. Die steekproefpopulasie is gekies op grond daarvan dat hulle IT gebruik. In die datainsamelingsmetode is 'n tweede onderhoud gehou om eerstehandse menings van die respondente te verkry, met die doel om die informasie tot dusver te bevestig as betroubaar. Die geldigheid- en betroubaarheidsaspekte van hierdie dokument is gebaseer op die hoofbronne van data en vertolking en gebruik kodering as die primêre tegniek van analise. Die intrinsieke betroubaarheid van hierdie navorsingsmetode is gebaseer op die navorsingsmetodes wat gebruik is vir hierdie studie. Stappe is geneem tydens die studie om intrinsieke betroubaarheid te verkry deur die sistematiese verkryging van data. Die laaste deel van hierdie dokument bied die gevoltrekkings aan en ook voorstelle vir veranderings wat gemaak kan word deur bestuurders en diegene wat belê in IT. IT bestuurders behoort strategies te beplan wanneer hulle in aanraking kom met handelaars, om doelgerig die benodighede van die maatskappy te stel voor die benodigdhede van die IT en gepaardgaande sisteme. Tegnologie behoort in te pas by die benodigdhede van die maatskappyeerder dat die maatskappy hoef aan te pas by die tegnologie. IT behoort nie die maatskappy meer uit die sak te jaag as wat dit aan wins genereer nie.

The use of technology for competitive advantage has become a necessity, not only for corporate organisations, but for higher education institutions (HEIs) as well. Consequently, corporate organisations and HEIs alike must be equipped to protect against the pervasive nature of technology. To do this, they implement controls and undergo audits to ensure these controls are implemented correctly. Although HEIs are a different kind of entity to corporate organisations, HEI information technology (IT) audits are based on the same criteria as those for corporate organisations. The primary aim of this research, therefore, was to develop a set of IT control criteria that are relevant to be tested in IT audits for South African HEIs. The research method used was the Delphi technique. Data was collected, analysed, and used as feedback on which to progress to the next round of data collection. Two lists were obtained: a list of the top IT controls relevant to be tested at any organisation, and a list of the top IT controls relevant to be tested at a South African HEI. Comparison of the two lists shows that although there are some differences in the ranking of criteria used to audit corporate organisations as opposed to HEIs, the final two lists of criteria do not differ significantly. Therefore, it was shown that the same broad IT controls are required to be tested in an IT audit for a South African HEI. However, this research suggests that the risk weighting put on particular IT controls should possibly differ for HEIs, as HEIs face differing IT risks. If further studies can be established which cater for more specific controls, then the combined effect of this study and future ones will be a valuable contribution to knowledge for IT audits in a South African higher education context.

As with many new technology implementations before, Business Intelligence (BI) implementations have come under scrutiny in terms of the value added to organisations. The latest academic research uses various different ‘traditional financial methods’ such as the Return on Investment (ROI) calculations to determine the value of investments. In some instances customized measurement tools are proposed as a result of empirical studies conducted. The main objective of this study is to perform qualitative investigation on the theoretical value of BI implementations in organisations. If it is assumed that BI does add value to organisations, the primary research question aims to investigate how this value is added. A balanced scorecard second generation approach is used as theoretical framework in order to address the question. This approach is also known as strategy mapping. The research process starts with an extensive literature review on the topic of BI value evaluations and BI related balanced scorecards and strategy maps. As a result, various theoretical and practical research contributions are produced. One of the theoretical contributions includes an inventory of previous academic literature on the topic of BI value evaluations. This inventory is also presented diagrammatically. A preliminary version of the BI balanced scorecard is developed and used as foundation for a semi-structured interview template to investigate the value of BI in organisations.\ The semi-structured interview template was used as primary data generation instrument to gather data for this multiple-case study project. Four organisations participated in the study. The data obtained from the study was analysed and presented using an updated version of the theoretical framework of the study and was labelled as the intermediate version of the scorecard. The intermediate version of the BI balanced scorecard provided valuable input towards investigating how value was achieved as a result of BI implementations. These results were verified as part of a final verification process through a consultation process with the same study participants. A final version of the BI balanced scorecard is presented and included in a complete BI value solution. This version of the balanced scorecard is also a valuable practical contribution of the study. The verified results of the investigation indicated the following:- (1) BI adds value to organisations in all four perspectives of the organisation, namely the business value perspective, user orientation perspective, operational excellence perspective as well as the future orientation perspective. (2) Furthermore, the study confirmed that BI adds value to organisations through a number of benefits including an increase in sales and compliance to regulatory requirements (to name a few). (3) However, the study also indicated that value-related studies must adopt a holistic approach in an attempt to cater for the many facets of the topic. (4) Despite the challenge of implementing BI in organisations, the perceived value of BI implementations amongst senior management remained positive. This was supported by the continuous implementation of new BI projects in organisations. (5) There was a definite relationship between BI implementations and organisational performance. This is evident through the positive impact on sales figures, risk and compliance management and operational management. The study contributes to the broader field of Information Systems (IS) in numerous ways. Firstly the research discovers gaps in existing research, then proposes a method to investigate the research question as a result of the gaps identified, and -iiiuses this method as a tool to investigate the problem. The main contribution of the study is to contribute to the body of knowledge by investigating the value of business intelligence to organisations. / College of Engineering, Science and Technology / D. Litt et. Phil. (Information Systems)

Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2007 / Over a period spanning approximately twenty five years Information Systems (IS) researchers have been plagued by the problem of how to evaluate IS effectiveness or success. After the advent of the World Wide Web (WWW) in the 1990s, questions have arisen regarding the relevance of previously established evaluation approaches to the evaluation of web-based IS. Subsequently, firms have invested billions of dollars anually in information systems but the lack of appropriate frameworks for evaluating their effectiveness made it difficult to determine the return on IS investment. In a period spanning 20 years IS researchers proposed a diverse number of approaches e.g. the communications research of Shannon and Weaver (1949) and the information "influence theory" of Mason (1978). These were subsequently incorporated into a single model in 1992, called the IS Success Model (Delone & McLean, 1992). The principal objective of this research project was to develop a generic methodology for web-based Information Systems (IS) success evaluation from a multi-stakeholder perspective for specific IS contexts. The Delone and McLean IS Success Model (Delone and McLean, 1992) provides an underpinning framework for measuring IS effectiveness. In the latter 1990's the concept of service-quality was introduced into the IS effectiveness literature. In their updated IS Success Model, Delone and McLean (2003) then included service quality as key measure in the evaluation of IS success. Consequently this research project focused on how service quality concepts could be applied as a measure of IS effectiveness within e-commerce. A 3-pronged approach to IS evaluation was proposed viz. identification of generic stakeholder groups such as e-Customer, sponsoring manager, internal users etc.; identification of the context of the IS evaluation for each stakeholder i.e. what is the main function and context of operation of the IS; and lastly identification of stakeholder specific e-SQ criteria. The study demonstrates that the success of IS deployed within online environments, could be evaluated and measured differently by each stakeholder for the various e-Service Quality (e-SQ) dimensions within a particular IS context. The study presents the results of an investigation into a web-based IS at a national telecommunications company in South Africa which was evaluated using e-Service Quality (e-SQ) constructs. The study demonstrates the operationalisation of an e-SQ instrument for the purposes of evaluating IS effectiveness amongst multi-stakeholders. Evidence is provided that measuring attitudes of different stakeholders provides a more holistic perspective of IS success. The primary conclusion reached is that by using a step-by-step methodology of IS success measurement, the objective of establishing whether companies have received a return on web-based IS investment, can be achieved. Furthermore, the outcomes of the study has contributed to existing literature on IS effectiveness measurement. In particular, it will add to the existing body of knowledge regarding the use of e-SQ instrument to evaluate multi-stakeholder perceptions.