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Dynamic monitoring, modeling and management of performance and resources for applications in cloudXiong, Pengcheng 06 November 2012 (has links)
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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Profiles of IT payoff success : an IT capabilities and business environments perspectiveLee, Daniel Hae-dong, 1970- 12 August 2011 (has links)
Not available / text
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Three essays on the economics of information technology innovationQu, Zhe 24 June 2008 (has links)
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.
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Using the informational processing paradigm to design commercial rumour response strategies on the World Wide WebHowell, Gwyneth Veronica James January 2006 (has links)
[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.
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Role of access to 'real-time' information in the survival of enterprisesVan Biljon, Sharon Susanna 12 1900 (has links)
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.
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Complexity theory as a model for the delivery of high value IT solutionsWehmeyer, Baden 03 1900 (has links)
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.
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"Why is information technology investment not paying off?"Mathe, H. T., Van der Walt, M. S. 03 1900 (has links)
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.
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Information technology audits in South African higher education institutionsAngus, Lynne 11 September 2013 (has links)
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.
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Exploring the value of business intelligence using a second generation balanced scorecard approachEybers, Susanna S. A. 02 1900 (has links)
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)
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Evaluating web-based information systems effectiveness : an e-service quality multi-stakeholder perspectiveNomdoe, Herschel Gordon January 2007 (has links)
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.
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