M. Tech. (Department of Information and Communication Technology, Faculty of Applied and Computer Sciences), Vaal University of Technology. / The alignment of Information Systems (IS) with business processes in organisations is a dynamic state whereby an organisation uses Information Technology in order to achieve business objectives. The alignment of IT exists when goals, activities and processes of a business are in harmony with the Information Systems which are supporting them. The lack of IT strategic alignment in organisations lead to poor IT Return on Investment (ROI), inefficient operations due to poor performance that impact the organization’s competitive advantage. Studies on Information Systems Alignment have merely focused on the alignment between Business and Information System Strategy. Very few studies have studied this alignment in Small and Medium Enterprises to investigate what impact the alignment has with the business performance. The purpose of this study is to measure the alignment between Information system and the business strategy in Small and Medium Enterprises and to investigate the impact of this alignment on the business performance. A model was used to measure the alignment between Business and Information System Strategy and its impact on the business performance. Data was collected through the use of a questionnaire. A sample of ninety-nine (99) individuals from a variety of SMEs was used. SPSS was used to analyse the data. The results showed the variables of the model were all positively correlated to one another. Therefore, alignment of Information Systems (IS) and Business Strategy was confirmed. The influence of the alignment was found to have a positive influence (0.459) on the overall performance of the business. In conclusion, it is imperative for SMEs to align Information Systems (IS) and Business Strategy in order to increase the overall performance of their businesses.

This study analyzes if there is a connection between ESG - which stands for Environmental, Social and Governance, and stock returns over time. The study also analyzes how integrating ESG can impact a company’s competitiveness long term. This is done by researching the following two research questions:1. How can a multiple regression model be formulated to determine if there is a connection between ESG and stock returns?2. How are companies integrating ESG and sustainability practices and what are the benefits of doing so?The first question was answered by performing a regression analysis on ESG factors reported on Nordic stocks and determining if the dependent variable ROI could be explained by these. The second question was answered by conducting a literature review and interviews with relevant actors. The results from the multiple regression analysis showed a low adjusted R2 of 0.23 which implied that there is no clear relationship between ESG factors and ROI. The literature review shows that there are positive outcomes associated with a company being sustainable that are not directly related to the financial yield. The interviews examined how different companies are integrating ESG and sustainability work into their business practice to achieve long- term competitiveness while also complying with regulations coming from the EU. In conclusion, there is no clear relationship between ESG and stock return, and the focus with ESG lies within ensuring that a company integrates sustainability to keep a competitive spot in the market and reduce risk, while also reducing their environmental and social impact. / Denna studie undersöker om det finns en koppling mellan ESG - vilket står för Environmental, Social och Governance, och avkastning över tid. Studien analyserar även hur integreringen av ESG kan påverka ett företags konkurrenskraft på lång sikt. Detta görs genom att undersöka följande två frågor:1. Hur kan en multipel regressionsmodell formuleras för att avgöra om det finns en koppling mellan ESG faktorer och aktiers avkastning?2. Hur integrerar företag ESG och hållbarhetsprinciper och vilka fördelar för detta med sig?Den första frågan besvarades genom att genomföra en regressionsanalys på ESG faktorer som hade rapporterats för Nordiska börsnoterade bolag och avgöra om den beroende variabeln total avkastning (ROI) kunde förklaras av dessa faktorer. Den andra frågan besvarades genom att genomföra en litteraturstudie och genomföra intervjuer med relevanta aktörer. Regressionsanalysen hade en låg tillförlitlighet och visade på att det inte fanns några tydliga kopplingar mellan ESG-faktorer och avkastningen. Resultatet från litteraturstudien visar att det finns positiva effekter av ESG som inte är kopplade till finansiella mått. Intervjuerna visar på att företag integrerar ESG i sitt arbete för att behålla sin konkurrenskraft på marknaden. Sammanfattningsvis så finns det ingen tydlig koppling mellan ESG-faktorer och aktiers avkastning, och fokus med ESG bör snarare vara att se till att företag arbetar hållbart för att behålla sin del av marknaden, minska risk och samtidigt minska sin påverkan på klimatet.

This thesis examines the integration of customer satisfaction into the DuPont model to understand its impact on long-term corporate profitability. A company was selected to conduct the study. By applying the company’s data to the DuPont model, it was observed how changes in customer satisfaction affected profitability. The purpose and research question were answered through the literature review, case study, interviews, and data from the company. The analysis showed that increased turnover during the years 2022 and 2023 led to improved profit margins and asset turnover rate, resulting in higher return on total capital. Critical factors such as long delivery times and inefficiencies in customer service have affected the company’s customer satisfaction, which the company is striving to address. The study has concluded that regular measurement of customer satisfaction and the use of feedback from customers contribute to adjusting strategies and processes. The literature review supports the link between customer satisfaction and long-term profitability. The company’s situation shows a connection between customer satisfaction and profitability at present. The company should conduct sporadic surveys regarding customer satisfaction to predict the outcomes of the DuPont model.  Improvement suggestions presented in the study are based on data from the company and interviews. Based on these factors, the company could recommend actions such as improving delivery times and optimizing the supply chain and enhancing internal and external communication in order to strengthen customer satisfaction and profitability. / Detta examensarbete undersöker integrationen av kundnöjdhet i DuPont-modellen för att förstå dess påverkan på företags lönsamhet på lång sikt. Ett företag blev utvalt för att genomföra undersökningen. Genom att tillämpa företagets data i DuPont-modellen kunde det observeras hur förändringar i kundnöjdheten påverkade lönsamheten. Genom litteraturstudien, fallstudie, intervjuer och data från företaget kunde syftet och frågeställningen besvaras. Analysen visade att ökad omsättning under år 2022 och år 2023 ledde till förbättrad vinstmarginal och kapitalomsättningshastighet, vilket resulterade i högre räntabilitet på totalt kapital (Rtot). Kritiska faktorer såsom långa leveranstider och ineffektivitet i kundtjänsten har påverkat företagets kundnöjdhet, vilket företaget strävar efter att åtgärda.  Studien har kommit fram till att regelbunden mätning av kundnöjdhet och användning av feedback från kunder bidrar till att justera strategier och processer. Litteraturstudien stödjer kopplingen mellan kundnöjdhet och långsiktig lönsamhet. Företagets situation visar en koppling mellan kundnöjdhet och lönsamhet i nuläget. Företaget behöver göra mer tydliga och sporadiska undersökningar för att förutse hur DuPont-modellens resultat kommer se ut.  Förbättringsförslag som presenteras i studien grundar sig på data från företag och intervjuer. Utifrån dessa faktorer kunde företaget rekommenderas åtgärder som att förbättra leveranstider, optimera försörjningskedjan samt förbättra intern och extern kommunikation för att stärka kundnöjdheten och lönsamheten.

For more than three decades, the World Economic Forum’s annual Global Competitiveness Reports have studied and benchmarked the many factors underpinning national competitiveness. The quality of higher education and training is considered particularly crucial to ensure national competitiveness. The globalizing economy requires countries to nurture pools of well-educated workers who are able to perform complex tasks and adapt rapidly to their changing environment and the evolving needs of the economy. Vocational and continuous on-the-job training and the constant upgrading of workers’ skills is critical to sustain the economical status of the country. Despite the acknowledgement that education, training and development (ETD) is a key driver for a country's economical sustainability and growth, the contributions that companies make to this effect are a concern. This is ascribed to the difficulties experienced in companies regarding the management of ETD. In this study it is postulated that communication problems are at the heart of the challenges which are experienced in managing ETD. Strategic conversation is proposed as one of the methods to address the communication and performance shortcomings experienced by business and ETD managers. It is argued that if the level of conversations is raised to make them strategic, the potential to optimise results and make an impact at organisational and national level is increased. Hence, the purpose of this study was to propose a Strategic ETD Conversation (SETDC) model to optimise Return on Occupational Training Expectations (ROTE) that would contribute towards the achievement of organisational and national strategic goals. In lieu of the limited empirical research available on the strategic conversation phenomenon in general, the purpose of this study was inter alia to conduct empirical research to explore the essence of strategic ETD conversations in order to propose a model of practical value to ETD managers. Hence, the empirical research was situated in both an explorative paradigm and a pragmatic paradigm with the aim to provide practical solutions and an instrument to successfully engage in strategic ETD conversations which would enhance the quality of ETD and thus contribute to global competitiveness. / Educational Leadership and Management / D. Ed. (Education Management)

High performance organizations desire to provide services in an effective and efficient manner with positive outcomes; therefore measures of performance and cost can be utilized to gauge such success. Through comparative research and analysis of local governments that have and do not have collective bargaining for law enforcement, findings and results can determine if there is any correlation between employee workforce classification (in collective or non-collective bargaining workplaces), high performance traits, costs and high performance return on costs (HPRC) for law enforcement. A HPRC composite measure was developed and utilized to compare and contrast all of the local governments to determine relationships between performance and costs. Based upon the research, the following findings were discovered for the null hypothesis which compared two forms of collective bargaining - arbitration and mediation - separately to non-collective bargaining localities: 1) Correlation between workforce classification and high performance attributes – mediation (negative – perform at a lower performance level); 2) Correlation between workforce classification and law enforcement costs - arbitration (negative – costs are at a lower level); and 3) No correlation between workforce classification and HPRC. In the preceding three areas, only the model on high performance attributes had a high r square and low variance with adjusted r square; both indicators of a parsimonious model. While correlations arose, further research in this area is warranted in developing a more enhanced and publicly accepted comparable metric of performance, costs and HPRC for law enforcement. In addition, certain control variables illustrated a correlation with the dependent variables as follows: 1) Performance - High median household incomes, density, age, survey quality of life, and city; 2) Law Enforcement Costs per Capita - Non-right-to-work state and county; and 3) HPRC - Median household income and county. A rational choice theory was utilized as the lens of framework in assessing an employee’s motivational behavior in a collective and non-collective bargaining work environment that could contribute to differentials in performance.

Le taux élevé de rotation et recrutement, la complexité du travail et le manque de formation professionelles a augmenté la demande de la formation d'intégration professionnelle pour Représentatives des Services Clients (RSC). La question est: ‘comment est-ce-que les professionnels des centres d'appels déterminent la valeur de la formation d'intégration professionnelle des RSC. Les centres d'appels peuvent être divisés en deux groupes «In-House» et «Subcontractor» à propos la propriété. L'objectif de cette étude est d'étudier la différence dans l'évaluation de la formation d'intégration professionnelle des RSC entre ces deux groupes. «Le modèle de Kirkpatrick» de l'évaluation de formation a été utilisé avec le 5ème niveau de rentabilité de l'investissement. Ensuite, nous avons identifier les groupes de parties prenantes les plus importantes qui peuvent bénéficier d'information de l'évaluation concernant à chaque niveau de «TKM». Les données qualitatives ont été recueillies par 15 entretiens avec des groupes des professionnels de 13 centres d'appels aux Pakistan. Les données quantitatives ont été recueillies des 203 professionnels des 90 centres d'appels du Lahore, Karachi et Islamabad. Sauf pour «Réaction», il n'y avait aucune différence dans les pratiques d'évaluation des centres d'appels ‘In-House' et ‘Subcontractors.' En outre, «taille» de centre d'appels et la «durée» de la formation d'intégration professionnelle a eu un effet significatif sur la différence dans les pratiques d'évaluation. En plus, les données d'évaluation est important pour tous les groupes d'intervenants internes. / Higher turnover, increased recruitment, job complexity and lack of vocational training for call center agents has increased the demand of entry level professional training of call center agents. The question is that how call center professionals determine the value of entry level professional training of call center agents. Call centers can be divided in two groups ‘In-House' and ‘Subcontractor' with respect to the ownership. The objective of this study is to investigate the difference in evaluation of entry level professional training of call center agents among these two groups of call centers. ‘The Kirkpatrick Model' of training evaluation was used to study these differences with addition of 5th level return on investment. Further, we identified stakeholder groups inside call centers. Then we attempted to identify the most important stakeholder groups who may benefit from evaluation information obtained at each level of ‘TKM' model. Data was collected from call centers inside Pakistan by using a mixed methods approach for data collection. Qualitative data was collected through 15 group interviews which were conducted with professionals of 13 call centers inside Pakistan. Quantitative data was collected from almost 203 call center professionals of 90 call centers from three cities Lahore, Karachi and Islamabad. We found that except for first level ‘Reaction' there was no difference in evaluation practices of in-house and subcontractor call centers. Moreover, ‘size' of call center and ‘duration' of entry level professional training had a significant effect on the difference in evaluation practices.

[pt] Essa dissertação apresenta as tecnologias de radiofrequência e geoposicionamento (RFID/GPS) associadas. A questão fundamental para esse estudo seria a implementação de um sistema baseado em RFID que permita o rastreamento de ferramentas especiais e a localização destas em tempo real. Essas ferramentas são usadas no processo para produção “offshore” de óleo e gás. Como se trata de investimento em uma tecnologia inovadora é relevante considerar a análise financeira do negócio e, portanto se recomenda o cálculo do Valor Presente Líquido (VPL) e consequentemente o retorno sobre o investimento (ROI). A análise econômica foi baseada em uma fase de operação onde há postergação do óleo e a inoperância com sonda, cujos custos são parâmetros que expressam valores em moeda mais significativos. Os resultados mostraram que o valor investido é recuperado em 4 anos e são potencializados quando há tendência de elevação no preço do óleo, alta produtividade do campo e redução dos custos decorrente da melhoria de equipamentos ou pelo aumento da demanda desses. Os resultados obtidos permitiram avaliar e comparar não apenas o retorno do investimento, como benefício de impacto, mas também perceber e avaliar os benefícios agregados à cadeia de valor que certamente vinculada a demanda pressionará a evolução de novas tecnologias em função de mudanças e procedimentos. / [en] This dissertation presents the radio frequency technologies and geopositioning (RFID and GPS) associated with it. The fundamental question for this study would be the implementation of a system based on RFID, which would allow the tracking and the location of these special tools in real time. These tools are used in the process for offshore production of oil and gas. As it comes to investment in innovative technology is relevant considering business and financial analysis, so it is recommended the calculation of the net present value (NPV) and therefore the return on investment (ROI). The economic analysis was based on a phase of operation where there is a delay of oil and ineptitude with the drilling rigs, which costs are parameters that express the most significant currency values. The results showed that the amount invested is recovered in 4 years and are enhanced when: there is a tendency to rise in price of oil, the field features high productivity and as there will be an increased demand and improvements in RFID equipment, the investment costs tend to decrease. The results obtained made it possible to evaluate and compare not only the return on investment, as the benefit of impact, but also realize and assess the benefits of value chain aggregates that certainly linked to the demand will put pressure on the evolution of new technologies in the light of changes and procedures.

Made available in DSpace on 2016-04-29T14:22:54Z (GMT). No. of bitstreams: 1 Fernando de Carvalho Cardoso.pdf: 480457 bytes, checksum: 73972dfc040e39fce79788020f9bd496 (MD5) Previous issue date: 2011-06-15 / Companies are extending the use of the e-learning in their processes of corporate education, this work began in the quest to answer what are the impacts of implementing e-learning in the educational process in corporations. This work describes a study of the results of the actions of e-learning and the context in which it is inserted on the corporations and society. We study authors were talk about education, corporate education, HR, e-learning and results in corporate and educational activities. We made a qualitative research on companies that use e-learning to understand their impacts. We approach on this thesis the evolution process of the HR professional and their current challenges, what has been done in corporate education and its goals, how e-learning solution has been inserted in corporate education, the state of the art on e-learning and what has been done in the analysis of results in corporate education. We find in the research the main impacts that e-learning has resulted in corporate education: new possibilities for learning, productivity on the training department, financial economics, digital inclusion and return on investment. This study shows that e-learning goes beyond its direct impacts, which is one more movement in support of HR Strategic and enhancement of human capital, it is a means to support classroom education and allows the company to incorporate the change occurring in the cultural world, called Web 2.0 and uphold the new way we relate to knowledge. We found that the learning process is inherent in the educational process, and that e-learning has brought positive results in the learning process. Based on all this work the greatest impact of e-learning in corporate education is the evolution of corporate education as a whole, its reinvention, the evolution of classroom education and also an evolution of the students in their learning style, the HR in the way they develop people and measure their results, and the company create, disseminate and share knowledge / As empresas estão ampliando muito a utilização do e-learning em seus processos de educação corporativa, este trabalho iniciou-se na busca para responder quais são os impactos da implementação do e-Learning no processo educacional nas corporações. Esta dissertação de mestrado apresenta um estudo dos resultados das ações de e-learning e o contexto em que este está inserido, nas corporações e na sociedade. Para tanto foram utilizados autores que falam sobre educação, educação corporativa, RH, e-learning e resultados em ações educacionais corporativas e foi realizada uma pesquisa qualitativa em empresas que utilizam o e-learning para entender sues impactos. Abordamos nesta dissertação o processo evolutivo do profissional de RH e seus atuais desafios, o que se tem feito em educação corporativa e seus objetivos, como o e-learning tem se inserido como solução na educação corporativa, o estado da arte em e-learning e o que se tem feito na análise de resultados em educação corporativa. Constatamos na pesquisa de campo os principais impactos que o e-learning tem provocado na educação corporativa: novas possibilidades em aprendizagem, produtividade do departamento de treinamento, economia financeira, inclusão digital e retorno sobre o investimento. Este trabalho mostra que o e-learning vai além de seus impactos diretos, que é mais um movimento de apoio ao RH Estratégico e a valorização do Capital humano, que é um meio de suporte a educação presencial e que permite com que a empresa incorpore a mudança cultural que ocorre no mundo, chamada WEB 2.0 e sustente a nova forma com que nos relacionamos com o conhecimento. Constatamos que o processo de aprendizagem é inerente ao processo educacional, e que o e-learning tem trazido resultados positivos no processo de aprendizagem. Com base em toda esta dissertação o maior impacto do e-learning na educação corporativa é a evolução da educação corporativa como um todo, sua reinvenção, a evolução mesmo da educação na forma presencial e uma evolução também do aluno na sua forma de aprender, do RH na sua forma de desenvolver pessoas e medir seus resultados, e da empresa na sua forma de lidar, criar, difundir e compartilhar o conhecimento

In recent years, numerous high tech companies have developed and used technology roadmaps when making their investment decisions. Jay Paap has proposed the Customer Focused Technology Planning (CFTP) framework to draw future technology roadmaps. However, the CFTP framework does not include risk assessment as a critical factor in decision making. The problem addressed in this quantitative study was that high tech companies are either losing money or getting a much smaller than expected return on investment when making technology investment decisions. The purpose of this research was to determine the relationship between returns on investment before and after adding risk assessment to the CFTP framework. Paap's CFTP framework and process to improve technology investments thus served as the theoretical framework for this study. Data were obtained from cloud computing companies using the companies' market risk data and actual returns on investment data. The results and findings of paired sample two-tailed t tests for means and equal variances showed that return on investment was positively related to adding a traditional risk assessment model to Paap's CFTP framework. These findings regarding the addition of risk assessment to the technology investment framework may be used by investors to (a) make better and more expeditious decisions, and (b) obtain a high return on technology investment by selecting the highest return value and lowest risk value.

The research was aimed at addressing the challenge of evaluating a large scale change intervention in a large organisation and in a complex environment. Finding robust, meaningful yet realistic methodologies from among the array of possible approaches, methods and techniques has proved problematic, for both organisational practitioners and academics alike. The research explored this issue of choice from the perspective of ¿fit for purpose¿ and suggests a multi-faceted approach, using a range of evaluation methods and techniques, which were applied to an ongoing example at the BBC. It was also planned to use structural equation modelling (SEM) techniques to examine the relationships between variables critical to the study. The approach described represents a ¿pilot¿ evaluation exercise, which drew on data collected from early cohorts going through the BBC Leadership Programme, a key element of the ¿Making it Happen¿ change strategy initiated by the then Director General, Mr. Greg Dyke. As a second level of research, an evaluation of the primary evaluation itself, i.e. of the BBC Leadership Programme, was also undertaken to assess the effectiveness of the primary evaluation strategy and its implementation. Three hypotheses were examined in terms of programme impact: It was proposed that participation in the programme would bring about collective improvements in individual leadership behaviour (Ho1), leading to improved departmental performance across the business (Ho2), in turn, resulting in improved organisational performance (Ho3). Due to limitations in the application of the methodology it was not possible to use SEM analyses on the data collected. Alternative analyses failed to demonstrate conclusive support for all three hypotheses and, while other factors besides programme attendance appear to influence leadership performance the afore-mentioned limitations restrict the ability to draw firm conclusions. Following evaluation of the primary evaluation it was evident that, as a pilot exercise, important outcomes from the programme evaluation give rise to ¿lessons learned¿ and changes are suggested for any future evaluation exercise of this kind.