The purpose of this study was to investigate the implementation of Enterprise Content Management (ECM) system at Western Cape Government (WCG), South Africa. The study evaluated the state of the implementation in order to establish whether the system met information and records management requirements and objectives. A probability sampling was used on a total population of 51 respondents and participants. The data were triangulated using multi-methods, whereby both qualitative and quantitative approaches were adopted in a sequential manner. A structured online survey questionnaire, online interviews, and document analysis were used to collect data, which were descriptively analysed. The study revealed that although the WCG has embarked on digitisation projects, which culminated in the department-wide implementation of ECM, the system was not evaluated regularly and consistently. This resulted in an inability to capture the lessons learnt – as well as a failure to realise the full benefits of implementing the system. The findings also showed that ECM implementation at WCG encountered some challenges – for example, inadequate training provided to staff, lack of adequate technology infrastructure, and poor technical support with regard to systems for managing digital records – that impacted on the system’s efficiency. Some of the recommendations of the study are that WCG should consider conducting regular ECM reviews to determine whether the system performs as required in terms of bringing about expected benefits, such as easy retrieval of digitally stored content. Departments should also ensure that there is an alignment among various digital applications for the purpose of creating a single enterprise platform that promotes collaboration and knowledge sharing. A study of ECM implementation in other provinces would enable a comparison of how the system performs elsewhere, including how it could be used as a viable option for organisations to promote digitisation. / Information Science / M. Inf. (Information Science)

Thesis (PhD)--Stellenbosch University, 2002. / ENGLISH ABSTRACT: Organisation development is an emerging behavioural science discipline. Its goals are to make organisations more effective and to develop individual potential. For this reason organisation development provides a set of methodologies to bring about organisational change and improvement systematically. The techniques introduced by organisation development adhere to a set frame of values. This research proposes that organisation development, as an evolving discipline, can depend on the management of diversity as a tool for change under certain conditions. Organisations are faced with the problem of surviving a fiercely competitive world. This they have to do with a workforce that is becoming increasingly diverse. Diversity as highlighted in this study, is a complex phenomenon. It does not entail only race and ethnicity as is sometimes believed, but also incorporates aspects like cultural differences and individual preferences. The traditional view of diversity has been assimilation, where race and other differences were standardised in a type of melting pot. In real life groups want to retain their individuality and this is being increased by today's non-hierarchical, collaborate and flexible management styles. The challenge is therefore to acknowledge differences and then to get the same and even more productivity from a diverse workforce as had been the case with the homogeneous workforce. This must be done without artificial programmes, standards or barriers. The limited data strongly suggest that efforts to manage diversity, as undertaken by leading organisations, have been fairly successful in improving performance regarding productivity, absenteeism and turnover. If diversity is ignored or improperly managed, it could become a detractor from performance. On the other hand, if diversity is managed well, organisations will be able to make diversity an asset to performance. This research shows that the management of diversity can and should be used to change organisation culture and to promote satisfactory performance. In this regard the monoculture of the South African Police Services is described as an example of an organisation culture that hampers the personal growth of its members and thus leads to ineffectiveness. This study identifies the main characteristics of the so-called police culture that prevents the organisations performance from being effective. It does so in the light of recent quantitative and qualitative research. Out of this a framework is developed that can be used to implement the management of diversity. The study also proposes proposals to utilise the management of diversity as an organisational development technique. For this purpose a measurement instrument is developed. The dissertation concludes with an exposition of strategies that the South African Police Service can implement on individual, group and organisation level, to manage diversity effectively. / AFRIKAANSE OPSOMMING: Organisasie-ontwikkeling, 'n ontluikende gedragswetenskaplike dissipline, het as doelwit die verhoging van organisasies se effektiwiteit en die ontwikkeling van individue se potensiaal. Om dié rede maak organisasie-ontwikkeling voorsiening vir 'n stel metodologieë gerig op die stelselmatige teweegbring van organisatoriese verandering en verbetering. Die tegnieke wat deur organisasie-ontwikkeling toegepas word, is op 'n vaste waardestelsel gefundeer. Hierdie navorsing doen aan die hand dat organisasie-ontwikkeling, as 'n jong dissipline, onder sekere omstandighede kan reken op die bestuur van diversiteit as 'n instrument vir verandering. Organisasies kom te staan voor die probleem van oorlewing in 'n hoogs mededingende wêreld en kan dit slegs aandurf met die beskikbare menslike hulpbronne van 'n toenemend diverse aard. Diversiteit, soos in hierdie studie toegelig, is 'n komplekse verskynsel wat nie slegs, soos dikwels aanvaar, ras en etnisiteit behels nie, maar ook aspekte soos kulturele verskille en individuele voorkeure insluit. Die tradisionele siening van diversiteit was een van assimilasie waar ras en ander verskille in 'n tipe smeltkroes gestandaardiseer is. In die werklike lewe wil groepe hul individualiteit behou, 'n beginsel wat bevorder word deur die hedendaagse nie-hiërargiese, samewerkende en buigsame bestuurstyle. Die uitdaging is dus om, met erkenning van die verskille, met die diverse arbeidsmag selfs hoër produktiwiteit te behaal as met 'n homogene arbeidsmag. Dit moet sonder kunsmatige programme, standaarde of hindernisse bewerkstellig word. Die beperkte data laat deurlopend blyk dat die diversiteitsbestuurspogings, soos deur vooraanstaande organisasies aangewend, in 'n mate geslaag het om verbeteringe in produktiwiteit, werksafwesigheid en arbeidsomset teweeg te bring. Indien geïgnoreer of swak bestuur, kan diversiteit nadelig op produktiwiteit inwerk, soos die teendeel ook waar is, naamlik dat diversiteit, wanneer goed bestuur, tot voordeel van produktiwiteit kan wees. Hierdie navorsing toon dat die bestuur van diversiteit kan en behoort gebruik te word om organisasiekultuur te verander en om bevredigende werkverrigting te bevorder. In hierdie verband word die monokultuur van die Suid-Afrikaanse Polisiediens beskryf as 'n voorbeeld van 'n organisasiekultuur wat die persoonlike groei van lede strem en so tot oneffektiwiteit aanleiding gee. Aan die hand van resente kwantitatiewe en kwalitatiewe navorsing identifiseer hierdie studie die hoofkenmerke van die sogenaamde polisiekultuur wat belemmerend inwerk op effektiewe werkverrigting. Hieruit word 'n raamwerk ontwikkel wat gebruik kan word vir die implementering van diversiteitsbestuur. Die studie doen ook voorstelle aan die hand om die bestuur van diversiteit as Organisasie-Ontwikkelingstegniek te optimaliseer. Vir die doeleindes word 'n meetinstument ontwikkel. Die proefskrif sluit af met 'n uiteensetting van strategieë wat die SA Polisiediens vir die effektiewe bestuur van diversiteit op individuele, groeps, organisasie en interorganisatoriese vlakke kan implementeer.

Thesis (MPA)--Stellenbosch University, 2003. / ENGLISH ABSTRACT: The General Elections of 27 April 1994 lead the country to a new democracy which caused changes in the political-, social- and constitutional domain in South Africa. This brought about new winds of change in the Public Sector too. The South African Police Service (SAPS) is also identified as a component of the Public Sector and this lead to an investigation of service delivery standards which are rendered to local communities by the SAPS. The hypothesis is that personal placement in the SAPS can have an effect on the organisation's service delivery standards. Various concepts were investigated and defined. Methodological considerations and research methods were applied as guidelines to the underlying principles, for possible answers to the research problem. A theoretical base was established as foundation of a practical investigation. Recruitment, selection and personnel placement are discussed with various references to current legislation includes aspects such as affirmative action and the implications it could have on service delivery. A final practical investigation included the distribution of questionnaires to police members and members of the public in the policing areas under discussion. The answers were processed where upon recommendations were made for the improvement of service delivery in the SAPS. Research was completed in the East Metropole, Cape Town to establish what effect personal placement could have on service delivery in the South African Police Service. The specific policing area (referring to the Area East Metropole) is used as a practical case study as if appears that currently personal placement within the SAPS could be implemented more effectively in order to enhance service delivery to all communities in the East Metropole. Due to personal shortages within the SAPS, these communities encounter problems such as increases in crime on a daily basis. The research process was encouraged by problems experienced by members of the SAPS and the public. Although the research outcome cannot be ruled as a success or failure, it was an attempt to focus on the effect that crime have on the lives of members of the SAPS and communities within the Area East Metropole. / AFRIKAANSE OPSOMMING: Die Algemene Verkiesing op 27 April 1994 het die land gelei na 'n nuwe demokrasie wat tot 'n totale verandering op die politieke-, sosiale- en konstitusionele terrein in Suid-Afrika gevolg het. Dit het die geleentheid geskep vir veelvuldige veranderinge in die Openbare Sektor. Hieronder is die Suid-Afrikaanse Polisiediens (SAPD) ook geïdentifiseer en dit het gelei tot 'n ondersoek in die dienslewering standaarde wat die SAPD aan plaaslike gemeenskappe verskaf. Die hipotese is dat personeelplasing in die SAPD 'n effek kan hê op die organisasie se dienslewering standaard. Verskeie konsepte is ondersoek en gedefinieer. Metodologiese oorwegings en navorsingsmetodes is as riglyne toegepas om 'n moontlike antwoord te vind op die navorsingsprobleem. 'n Teoretiese basis is geskep as fondasie vir 'n praktiese ondersoek. Werwing, keuring en personeelplasing word bespreek met verskeie verwysing na huidige wetgewing op aspekte soos regstellende aksie en die impak wat dit op dienslewering kan hê. 'n Finale praktiese ondersoek het die verspreiding van vraelyste onder polisiebeamptes en lede van plaaslike gemeenskappe in die polisiërings area onder bespreking, ingesluit. Die antwoorde is verwerk, waarna aanbevelings gemaak is tot die verbetering van dienslewering in die SAPO. Navorsing is voltooi in die Area Oos-Metropool, Kaapstad om te bepaal watter effek personeelplasing op dienslewering in die Suid-Afrikaanse Polisiediens kon hê. Hierdie spesifieke polisiëringsgebied (verwysend na die Area Oos-Metropool) word as 'n praktiese gevalle studie aangewend aangesien dit wil voorkom dat personeelplasing in die SAPD tans meer effektief geïmplementeer kan word ten einde dienslewering te verbeter aan alle gemeenskappe in die Oos-Metropool. As gevolg van personeel tekorte binne die SAPD ondervind hierdie gemeenskappe 'n toename in misdaad op 'n daaglikse basis. Die navorsingsproses is aangemoedig deur probleme wat deur lede van die SAPD en publiek ondervind word. Alhoewel die navorsingsuitkoms nie as 'n sukses of mislukking uitgeskakel kan word nie, was dit 'n poging om te fokus op die effek wat misdaad op die lewens van die lede van die SAPD en gemeenskappe in die Area Oos-Metropool het.

Thesis (MA)--University of Stellenbosch, 2004. / ENGLISH ABSTRACT: In recent decades increasing attention has been paid to the idea of sustainable development and in particular to sustainable agricultural practices. Studies in the seventies, eighties and nineties indicated that many resource-poor farmers were practising low external input sustainable practices by virtue of their resource-poor status. Despite this status these farmers were developing sustainable practises that enabled them to survive even the harshest conditions. It was believed that an understanding of their local practices and associated knowledge, called indigenous technical knowledge by conventional scientists, could provide agricultural development workers with a greater understanding of how to achieve sustainable agricultural development. This awareness would ensure the optimal and sustainable use of local livelihood sources. Following this interest a number of complementary research methods were developed to generate and record indigenous knowledge. Many of these methods fall within the participatory research paradigm of the Social Sciences. Using one of the earlier complementary methods, Rapid Rural Appraisal (RRA), this study considers its value as a method to collect indigenous knowledge about the local cultivation and use of indigenous vegetables in a parish in Uganda. The basic RRA tools are described and the position of RRA within the participatory research paradigm is discussed, indicating that the method probably has a lower-middle of the road position when placed on a continuum of participation. In this study the use of the method enabled the generation of information relating to the context in which agriculture was practised in the parish; specifically the production and use of plants known as indigenous vegetables. At the same time the tools enabled a broad understanding of indigenous knowledge regarding the production, associated practises and beliefs, as well as the use of indigenous vegetables in the parish. This information included technical and socio-cultural information indicating that indigenous knowledge is not only about technical knowledge. In recent years debate has emerged with regard to the value, use and misuse of indigenous knowledge. The debate has questioned the ability of various participatory complementary methods to accurately generate and record this knowledge. One of the main concerns is that most of these methods, like those associated with the quantitative and qualitative paradigms, tend to have inherent biases which detract from their value. Reflection on the use of RRA in the Ugandan study indicated that it was subject to a number of contextual constraints, namely: the assumption and treatment of indigenous knowledge as a stock of knowledge which can neatly conform to scientific categorisation; the unawareness of the powerladen interactions in which knowledge is generated; the consequences of local power struggles on the generation of knowledge; the significance that the presence of researchers during the knowledge generating process has on the resultant knowledge; the relevance of the time, timing and location where knowledge is generated; and the effect that local social differences, such as gender, age, wealth, class, etc. have on who has access to what sort of knowledge. More recently developed and refined methods such as Participatory Rural Appraisal (PRA) and Participatory Technology Development (PTD) include some tools and strategies that overcome some of these constraints. However, these methods are often subject to similar constraints, given the context in which they are used. In the final analysis, the use of the RRA method in Uganda is considered to be a useful tool for collecting contextual data and indigenous knowledge given the circumstances in which it was used. These circumstances included financial constraints, a lack of skills in the complementary methods within the research team, insufficient time and other resources. These hindrances are common in many agricultural development contexts. Based on the results of the study it is recommended that where circumstances permit it, participatory methods such as PRA and PTD should be used. However, users must remain aware that these methods can suffer from some contextual constraints if they are not used with care and if this use is not regularly reflected upon. Despite a number of shortcomings, the use of the RRA method indicated that it is a suitable method in certain contexts. It also indicated that indigenous knowledge is extremely important for agricultural development, but that care must be taken as to how it is generated, understood, recorded and subsequently used. The data generated by means of the RRA method enabled some preliminary reflections on the current understanding of indigenous knowledge. These were reflections on the following: it is a system of knowledge; it originates in and is exclusive to a particular location; it has the ability to include knowledge developed in other locations; and it is deeply entwined within the context in which it is developed. In conclusion a number of possible areas for future research on indigenous knowledge and participatory methods are identified which will allow us to develop a deeper understanding of the value of participatory methods and the significance of indigenous knowledge. / AFRIKAANSE OPSOMMING: Gedurende die afgelope dekades is verhoogde aandag geskenk aan die idee van volhoubare ontwikkeling en spesifiek aan volhoubare landboupraktyke. Studies gedurende die sewentigs, tagtigs en negentigs wys daarop dat verskeie hulpbronbeperkte boere lae eksterne inset, volhoubare praktyke be-oefen het na aanleiding van hulle hulpbronbeperkte status. Nieteenstaande hierdie boere se stand van sake het hulle nietemin standhoudende praktyke ontwikkel wat hulle in staat gestel het om selfs die moeilikste omstandighede te oorleef. Daar was geglo dat deur van hulle plaaslike praktyke en die daarmee saamgaande kennis, bekend as Inheemse Tegniese Kennis onder konvensionele wetenskaplikes, te begryp, dit landbouontwikkelingswerkers kan voorsien van ‘n beter begrip rakende, hoe om standhoudende landbou-ontwikkeling te bereik. Hierdie bewustheid sal die optimale en volhoubare gebruik van plaaslike lewens- en huishoudingsbronne verseker. As gevolg van hierdie belangstelling is ‘n hele aantal komplimenterende navorsingsmetodes ontwikkel om inheemse kennis in te win en op te teken. Verskeie van hierdie metodes val binne die deelnemende navorsingsparadigma van die Geesteswetenskappe. Deur gebruik te maak van een van die vroeëre aanvullende metodes, Rapid Rural Appraisal (RRA), lê die waarde van RRA daarin dat dit ‘n metode is om inheemse kennis in te samel rakende die plaaslike verbouïng en gebruik van inheemse groentes in ‘n wyk in Uganda. Die basiese RRA tegnieke word omskryf asook die posisie van RRA binne die deelnemende navorsings paradigma en dan word daar aangedui dat die metode heel moontlik ‘n lae-middelposisie het wanneer dit geplaas word in terme van ‘n kontinuüm van deelname. In hierdie studie het die metode dit moontlik gemaak om inligting in te win wat verband hou met die konteks waarbinne landbou be-oefen is in die wyk; spesifiek wat produksie en die gebruik van plante, bekend as inheemse groentes, aanbetref. Terselfdertyd het die tegnieke ‘n breër begrip daargestel van inheemse kennis rakende die produksie, daarmee saamgaande praktyke en plaaslike menings, sowel as die gebruik van inheemse groentes in die wyk. Hierdie inligting het ingesluit die tegniese en sosio-kulturele inligting en aangedui dat inheemse kennis nie net oor tegniese kennis handel nie. In die pas afgelope jare het die debat ontstaan rakende die waarde, gebruik en misbruik van inheemse kennis. Die debat het die vermoë van die verskeie deelnemende komplimentêre metodes om akkuraat hierdie kennis in te win en op te skryf, bevraagteken. Een van die hoof bekommernisse is dat die meeste van hierdie metodes, soos die verbonde aan kwalitatiewe en kwantitatiewe paradigmas, daarna neig om inherent bevooroordeeld te wees wat hulle van hul waarde laat verminder. ‘n Refleksie op die gebruik van RRA in die Uganda-studie wys daarop dat dit onderhewig was aan ‘n aantal kontekstuele beperkings naamlik: die aanname en hantering van inheemse kennis as ‘n inventaris van kennis wat netjies omgeskakel kan word in wetenskaplike katagorisering; onbewustheid van die magsonewewigtigheid interaksies waarbinne kennis ingewin word; die gevolge van plaaslike magstryde op die insameling van kennis; die effek wat die teenwoordigheid van navorsers tydens die proses van kennis insameling het op die resultaatgewende kennis, die relevansie van tyd, tydsberekening en plek waar kennis ingewin word; en die effek wat plaaslike sosiale verskille, soos geslag, ouderdom, rykdom, klas, ens. het op wie toegang het tot watter soort van kennis. Meer onlangs ontwikkelde en verfynde metodes soos Participatory Rural Appraisal (PRA) en Participtory Technology Development (PTD) sluit van die tegnieke en strategieë in wat sommige van hierdie beperkings oorkom. Maar sommige van hierdie metodes is gereëld onderworpe aan soortgelyke beperkings, gegewe die konteks waarbinne dit gebruik word. In die finale analise is die gebruik van die RRA metode in Uganda beskou as ‘n bruikbare tegniek vir die insameling van kontekstuele data en inheemse kennis, gegewe die omstandighede waarbinne dit gebruik is. Hierdie omstandighede sluit in, finansiele beperkings, ‘n gebrek aan vaardigheid met die komplimentêre metodes binne die navorsingspan, onvoldoende tyd en ander bronne. Hierdie hindernisse is algemeen in verskeie landbouontwikkelingskontekste. Gebasseer op die resultate van die studie word aanbeveel dat waar omstandighede hul daartoe leen, deelnemende metodes soos PRA en PTD, gebruik moet word. Maar gebruikers moet daarvan bewus bly dat hierdie metodes kan ly aan kontekstuele tekortkomings indien hulle nie met sorg gebruik word en daar nie gereeld oor die gebruik daarvan gereflekteer word nie. Ten spyte van ‘n aantal tekortkomminge het die gebruik van die RRA metode aangewys dat dit ‘n toespaslike metode binne ‘n sekere konteks is. Dit het ook aangewys dat inheemse kennis uiters belangrik is vir landbouontwikkeling, maar dat sorg gedra moet word rakende hoe dit ingewin, verstaan, opgeskryf en daarna gebruik word. Die data wat ingewin is deur middel van die RRA metode het voorlopige refleksies moontlik gemaak rakende die huidige begrip van inheemse kennis. Hierdie was refleksies op die volgende: dit is ‘n stelsel van kennis, dit ontstaan in en is eksklusief aan ‘n spesifieke gebied, dit het die vermoë om kennis in te sluit wat in ander gebiede ontwikkel is, en dit is diep ingeweef in die konteks waarbinne dit ontwikkel is. Ten slotte ‘n hele aantal moontlike areas vir toekomstige navorsing rakende inheemse kennis en deelnemende metodes is geidentifiseer wat ons in staat sal stel om ‘n beter begrip te ontwikkel van die waarde van deelnemende metodes en die belangrikheid van inheemse kennis.

Thesis (MPhil)--Stellenbosch University, 2004. / ENGLISH ABSTRACT: The study investigated the nature of a steel production process in South Africa. The Iron and Steel Corporation of South Africa (Iscor) was analysed within various theoretical approaches within the sociology of science and technology. Iscor follows the production processes that are based on a particular paradigm practiced throughout the world by steel-making organisations. The study aims to unlock this paradigm by using specific theoretical (ANT, SCOT and SSR) and disciplinary (MOT) approaches. Each approach provides a unique analytical dimension to the study: the influence of various human and non-human actors, the influence of social pressures, the historical evolution of the current practices and the management of risk. The study explores how Iscor adheres to mainstream scientific work. Hence there is a focus on endogeneous approaches - "processes of technological change and their outcomes are part of what has to be explained and understood" (Rip et ai, 1995). It is also noted that the technologies are derived from practical experiences and processes of scientific research. There is an ongoing attempt to formulate an understanding between technical and social content of steel-making processes because automated plant machinery continue to replace manual labour. Finally, the study investigates how dominant steel-making technologies within lscor's Vanderbijlpark (VP) and Saldanah Bay (SB) plants have evolved to achieve a position of stability. / AFRIKAANSE OPSOMMING: Die studie het oorsake van die staal produksie proses in Suid Afrika geondersoek. Die Yster en Staal Korperasie van Suid Afrika (Yskor) was geanaliseer binne die verskillende teoretiese benaderings in die sosiologie van wetenskap en tegnologie. Yskor volg 'n produksie wat gebaseer is op 'n spesifieke paradigm wat deur alle staal vervaardigde organisasie wereld wyd gepraktiseer word. Die studie beoog om hierdie paradigm te ontbloot, deur spesifieke teoretiese (ANT, SCOT and SSR) en disiplinere (MOT) benaderings te gebruik. Elk van hierdie benaderings sal 'n unieke analiese demensie voortbring aan die studie: die invloed van verskillende menslike en nie-menslike aspekte, die invloed van sosiale druk, die geskiedkundige evolusie van die huidige praktyke en die bestuur van risikos. Die studie ondersoek hoe Yskor riglyne volg in die wetenskaplike veld. AI te mits is daar 'n mikpunt op endogeniese benadering - "tegnologiese prosese verandering en die resultate wat deel vorm van hoe die proses verduidelik word en verstandbaar moet wees" (Rip et al, 1995). Dis is dus duidelik dat die tegnologie verkry word deur praktiese ondervinding en wetenskappe navorsing prosese. Daar is voortdurend pogings om die verwantskap tussen tegniese en die sosiale inhoud van die staal vervaardigings prosese te formuleer, deurdat auto-matiese mashienerie all deurgans oorneem van werkers. Laastens die studie ondersoek hoe die dominante staal vervaardigde tegnologie binne in Yskor Vanderbijlpark (VP) en Saldanha Baai (SB) verander het om 'n stabiele stands poort te verkry.

published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / Surveying / Master / Master of Science

published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / Business Administration / Master / Master of Business Administration

Acknowledging the difficulties of achieving effective strategic management in practice, this thesis investigates how formal strategies quite often succeed in conditioning organisational actions even in firms such as professional service firms, which may lack effective measures for coercing action and which often depend on distributed decision-making. The fundamental question posed in this investigation is: what are the social processes that make strategies work? This thesis addresses that question by contributing to our understanding of strategy realisation as a continuing process of translating formal strategies into ‘strategies-in-practice’, i.e. the situated performance of strategies through choices, actions, and practices pertaining to the selection and accomplishment of concrete assignments. The thesis investigates this translation process in three small professional service firms, in which the responsibility for enacting the strategies lies with autonomous practitioners, making centralised strategy realisation difficult. Searching for integration rather than further fragmentation of different strands of strategy research, the thesis make use of Porterian activity systems theory, Giddens’ structuration theory, Wittgensteinian theory of rule-following, Searlean theory of intentionality, and the strategy-as-practice approach, in order to understand the translation process as the intentional structuration of practice. The thesis reports two main contributions, the first addressing a gap in strategy re-search, the second contradicting prevailing theories. The first contribution is an outline of a theory of strategy translation: how formal strategies are translated into strategies-in-practice, coping with insoluble strategic dilemmas, and achieving maintenance of strategic position and strategies-in-practice under pressure for unwanted change. Good strategies-in-practice are as much about managing dilemmas as about eliminating them. Second, in contrast to prevailing strategic positioning theory and generic strategies, this study documents the potential benefits of straddling strategically distinct services within a single activity system, in terms of: learning opportunities; work variation; better opportunities for attracting, developing, and retaining talented people; the possibilities of capitalising on client relationships; and the dynamics of routinisation of once-novel services.