Faculty of Information Systems School of Economic and Business Sciences 9406128v georgia.sirinidis@fnbcorporate.co.za / Interpersonal Conflict is a neglected topic in Information System Development (ISD). While deemed important, few ISD studies have examined interpersonal conflict, the management of this conflict, or the impact this conflict has on project outcomes. Research in this field has revealed that conflict between different user groups within the systems development team is considered to be a significant threat to the success of a project. Failed systems have been attributed to resistance to system change, political issues that arise as a result of the system change and poor qua lity of teamwork between users and technical staff, analysts, programmers and other IS professionals and cultural differences. Better methods of systems analysis and design are thus needed to ensure appropriate, feasible and acceptable programs and applications and it is therefore with this intention, that this dissertation is submitted: to consider organisational behavioural means, in particular the importance of negotiating within the Systems Development process, to improve systems development. There were multiple objectives to this dissertation. These were: · to investigate whether system development is currently experienced as a process of conflict · to ascertain which roles experience a greater degree of conflict · to ascertain which systems development life cycle (SDLC) and which methodologies experience a greater degree of conflict · to assess whether negotiating skills vary across the different roles within the SDLC, to assess whether negotiating skills vary across SDLC methodologies · to determine whether the interest to improve negotiating skills varies within the SDLC · to evaluate the importance attached to negotiating skills in the SDLC · to assess whether the acceptance of the proposed negotiating framework for systems development varies within the SDLC · to examine what factors play a role in the acceptance of the proposed frameworks and · to assess whether the proposed framework will improve systems delivery. ii The reach of the research was limited to organisations in Southern Africa. These organisations were either large software development houses, or small IT departments within organisations, which specialised in developing either outsourced systems or in- house systems. Selfadministered questionnaires were mailed out to system development teams in South Africa, of varying industries and a total sample of one hundred and fifty five respondents replied. A quantitative approach was adopted to analyse the data. The results of the research show that minimal conflict is currently experienced in the SDLC and respondents across all roles and methodologies feel they possess negotiation skills to handle the conflict. The majority of the sample favourably accepted the proposed framework. Some roles attached more importance to the need for negotiating skills in their line of work, and paid more attention to improving their negotiating skills than others.

This thesis is about exploring possibilities for improving the situation of a rural community in the Philippines. The philosophy. theories and assumptions underlying are discussed. This research which fulfilled its primary intent of fostering change through action also served as a verification of the value and usefulness of a Participatory Systemic Action Research. The role of participation in an emancipatory process is highlighted. The research process, following the methodological framework of Soft Systems Methodology, is described. Based upon the experience of a participative research, a critique of the Soft Systems Methodology is forwarded. The emergent outcomes of the research are also discussed / University of Western Sydney

University of Technology, Sydney. Faculty of Education. / This thesis examines the construction processes of language, culture and identities in relation to both the macro level of society and culture, as well as the micro-individual level. It argues that there is a need to understand these constructions beyond discrete notions of language, identities and culture. The thesis mobilises performativity theory to explore how exposure to a variety of practices during the life trajectory has an impact on the construction and performance of language, identities and culture. It shows how a theory of performativity can provide a comprehensive account of the complex process of, and the relationships between, hybridisation (engagement in a range of cultural practices) and monolithication (nostalgic attachments to familiar practices). The thesis also suggests that the deployment of performativity theory with a focus on individual biography as well as larger social-cultural factors may fill a gap left in some other modes of analysis such as Critical Discourse Analysis (CDA) and Conversation Analysis (CA). Analysing data from four workplaces in Australia, the study focuses on trans-institutional talk, namely casual conversation in which people from a variety of linguistic and cultural backgrounds work together. Following the suggestion (Pennycook 2003; Luke 2002) that there is a need to shift away from the understanding that a particular language is attached to a particular nation, territory and ethnicity, the thesis shows how discrete ethnic and linguistic labels such as ‘Japanese’ and ‘English’ as well as notions of ‘code-switching’ and ‘bi-lingualism’ become problematic in the attempt to grasp the complexity of contemporary transcultural workplaces. The thesis also explores the potential agency of subjects at the convergence of various discourses through iterative linguistic and cultural performances. In summary, the thesis provides deeper insight into transcultural performances to show the links between idiosyncratic individual performances and the construction of transcultural linguistic, cultural phenomena within globalisation.

Successfulwater management implies tackling multi-level governance and improvingintegration between sectors. Sound information and related processes will berequired to support water management decision-making at these various levels.Additionally, considering Principle 10 of the UN’s Agenda 21, actors shouldhave access to information to enable their involvement in shaping watermanagement outcomes. This thesis draws on the results of two separate caseswhere information systems support action: (i) rural water supply in Uganda;and, (ii) water management according to the Water Framework Directive in Sweden.A research approach was formed based on: (a) a model conceptualising how informationsystems support organisational processes which lead to action; and, (b) asystems-thinking methodology. The results reveal that there are numerous,similar challenges to achieving information support for action in both theUgandan and Swedish cases. In both cases, information quantity and quality islimited; consequentially, the use of information to support action is inhibited.Furthermore, not all actors are involved in information system processes; in particular,local-level actors. Overall, there is limited support of strategic decision-makingand weak support of operational, or local, decision-making. The results suggestthat it might be possible to tailor strategic-level information processes tolocal needs, hopefully encouraging active involvement of local actors. Improvedinvolvement, together with a suitable systems approach, could be used to furtherdevelop information systems, improving integration between multiple levels ofgovernance and across sectors – suiting not just the needs ofstrategic decision-making but also the needs of operational, or local,decision-making. / QC 20120822

University of Technology, Sydney. Faculty of Education. / This thesis examines the construction processes of language, culture and identities in relation to both the macro level of society and culture, as well as the micro-individual level. It argues that there is a need to understand these constructions beyond discrete notions of language, identities and culture. The thesis mobilises performativity theory to explore how exposure to a variety of practices during the life trajectory has an impact on the construction and performance of language, identities and culture. It shows how a theory of performativity can provide a comprehensive account of the complex process of, and the relationships between, hybridisation (engagement in a range of cultural practices) and monolithication (nostalgic attachments to familiar practices). The thesis also suggests that the deployment of performativity theory with a focus on individual biography as well as larger social-cultural factors may fill a gap left in some other modes of analysis such as Critical Discourse Analysis (CDA) and Conversation Analysis (CA). Analysing data from four workplaces in Australia, the study focuses on trans-institutional talk, namely casual conversation in which people from a variety of linguistic and cultural backgrounds work together. Following the suggestion (Pennycook 2003; Luke 2002) that there is a need to shift away from the understanding that a particular language is attached to a particular nation, territory and ethnicity, the thesis shows how discrete ethnic and linguistic labels such as ‘Japanese’ and ‘English’ as well as notions of ‘code-switching’ and ‘bi-lingualism’ become problematic in the attempt to grasp the complexity of contemporary transcultural workplaces. The thesis also explores the potential agency of subjects at the convergence of various discourses through iterative linguistic and cultural performances. In summary, the thesis provides deeper insight into transcultural performances to show the links between idiosyncratic individual performances and the construction of transcultural linguistic, cultural phenomena within globalisation.

Submitted by Irene Nascimento (irene.kessia@ufpe.br) on 2015-03-13T18:17:43Z No. of bitstreams: 2 DISSERTAÇÃO Milton José da Silva.pdf: 1818651 bytes, checksum: 11e617bae15115ace350b08e2e055d8f (MD5) license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) / Made available in DSpace on 2015-03-13T18:17:43Z (GMT). No. of bitstreams: 2 DISSERTAÇÃO Milton José da Silva.pdf: 1818651 bytes, checksum: 11e617bae15115ace350b08e2e055d8f (MD5) license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) Previous issue date: 2013 / Este trabalho tem por objetivo propor um modelo de Sistema de Gestão da Qualidade com base na metodologia Soft Systems Methodology (Checkland, 1972, 1990, 1999) em um departamento de impressão de etiquetas da Empresa Estudo de Caso (EEC) participante da cadeia têxtil Brasileira. A empresa possui alta produtividade e uma boa infraestrutura tecnológica em seu sistema fabril. Porém, a EEC não possui um sistema de qualidade estruturado capaz de controlar as especificações do produto elaborado, e a própria alta produtividade pode esconder os reais indicadores de qualidade da empresa, contribuindo para a não melhoria do sistema produtivo. Deste modo, a empresa foi analisada e os principais fatores que comprometem a qualidade da produção foram evidenciados, para poder compor o modelo proposto de gerenciamento do sistema de gestão da qualidade (SGQ) da EEC. Este modelo é composto por cinco etapas, a saber: 1ª Etapa – Conscientização e Diagnóstico para o Sistema de Gestão da Qualidade; 2ª Etapa – Capacitação e Treinamento para o SGQ; 3ª Etapa – Mapeamento dos processos; 4ª Etapa – Desenvolver gestão da documentação e registro da empresa; 5ª Etapa – Verificação e ações de ajuste à qualidade dos produtos da EEC. O modelo proposto é flexível e ágil para adequação das necessidades e dos requisitos da demanda. Em seguida, após a elaboração do modelo, foi realizada na EEC a análise de campo de forças que identificou as principais forças impulsionadoras e restritivas para a implementação do modelo de SGQ da EEC. Neste caso, espera-se com a implementação do modelo proposto a melhoria da qualidade do processo produtivo e o apoio, desde a alta administração até os operários para a melhoria contínua das etiquetas produzidas.

Cultural factors affecting the development of an evidence-based information service in a third sector provider of complementary cancer care Matthew Breckons Introduction Many people with cancer access complementary and alternative medicine (CAM) and a need for high quality information was emphasised in reports by the House of Lords and the National Institute for Health and Clinical Excellence. Organisational culture, incorporating people’s underlying assumptions, values and actions, has been highlighted as an important factor when attempting to introduce evidence-based practices. Opinion is divided over the relevance of evidence to CAM practice, although the influence that this has on the cultural context of a CAM organisation is not understood. Aims To identify cultural factors affecting the introduction of an evidence-based information service in a third-sector CAM organisation and, in light of factors identified, to suggest feasible innovations to achieve a more evidenced-based approach. Methods Access to the charity was gained through a Knowledge Transfer Partnership. Soft Systems Methodology, a form of action research, was used to carry out four ‘learning cycles’ in which data was collected and fed back to staff at the organisation to prompt discussion on what could be improved. Learning cycles focused on improving the quality of web-based and printed information and gaining an understanding of how the information service could be improved from staff and service-user perspectives. Results Results suggested that a lack of time and emphasis on marketing values led to difficulties feeding back results and making changes that were perceived to reduce demand for the charity’s services. A lack of management support and a reluctance to implement rules made introducing any form of information policy problematic. Additionally, structural factors such as a large team of part-time staff and a lack of financial resources led to communication difficulties as well as limiting the opportunity for staff development. Conclusions This is the first study to document systematic attempts to make evidence-based changes in a third sector CAM organisation. As such, this study has generated results demonstrating how cultural and structural constraints in this type of organisation may influence attempts to make evidence-based changes. Introduction of an initiative such as the Information Accreditation Scheme (IAS) may provide benefits to an organisation of this type by guiding the development of information production systems at the same time as raising the profile of the organisation. The findings of this study strongly suggest that, despite demands from policy makers for the provision of evidence-based CAM information, there may be systematic difficulties experienced by organisations responsible for the production of this information. Further research is needed to understand how producers of CAM information can be supported in providing high quality, evidence-based materials.

Philosophiae Doctor - PhD / Research has shown that collaborative eLearning can provide educational opportunities to groups of learners; both distance learners as well as traditional campus-based learners. It provides innovative educational methods in which learning can be constructed. The way collaborative eLearning is administered, managed, used and adopted can assist in providing information for future design and improvement of collaborative software. The objective of this research is to provide an insight into adoption and use of collaborative eLearning environments and to discover new determinants of usage. To examine the usage of an eLearning environment at the University of the Western Cape, a cross-sectional survey was conducted with Computer Science students. While this study is specific to this university, the underlying principles can be generalised to other organisational types. This study is quantitative and qualitative in nature as well as deductive and inductive. Three hundred and six valid questionnaires were analysed using quantitative methods. Soft Systems Methodology was used to manage the research process and to create conceptual models to explain the research problem and identify solutions. It was a cyclical process. Findings show that although the university’s eLearning platform is utilised, students seem to prefer free and open source platforms. They use social and collaborative applications such as WhatsApp, Telegram, Dropbox, Google Drive, Google Docs as well as email messages. Four types of technology affordances: communicative-affordance, document share-affordance, course resource-affordance, and integrity-affordance were identified as being relevant in their choice of application. Furthermore, culture—masculinity/femininity, individualism/collectivism, Uncertainty Avoidance, and Power Distance—also have an effect on the adoption of collaborative eLearning applications and software the students used for learning. Chi-Square analysis found that individualism/collectivism and Power Distance were both significant and related to the adoption and usage of collaborative eLearning. Gender was found not to be a determinant of how students view the use of collaborative eLearning software applications. Finally, it was also found that understanding use and user behaviour, could provide the theoretical guidance to inform collaborative eLearning design. The analysis and findings show that culture influences the adoption of collaborative eLearning while technology affordance plays a major role in the use of collaborative eLearning.

Submitted by Viviane Lima da Cunha (viviane@biblioteca.ufpb.br) on 2015-05-26T12:53:02Z No. of bitstreams: 1 arquivototal.pdf: 2980634 bytes, checksum: 4c7ccb2e54be16c1b0bcb01cfa7a50f5 (MD5) / Made available in DSpace on 2015-05-26T12:53:02Z (GMT). No. of bitstreams: 1 arquivototal.pdf: 2980634 bytes, checksum: 4c7ccb2e54be16c1b0bcb01cfa7a50f5 (MD5) Previous issue date: 2015-02-27 / The Patient Safety has been, in the last decades a thematic evidenced in the Brazilian and world scenario. There are cases that refer to bad prescription, errors in medication administration , stress and professional disillusion. Attached to concerns regarding the quality of medical records, Patient Safety becomes a study of high importance for Risk Reduction, both for patients as for professionals and health services. Therefore, this study concerned to better understand the reality of management of records of Alcides Carneiro University Hospital (ACUH) a federal public institution in the city of Campina Grande, Paraíba. The aspirations for improvements in service hospital records, along with initial actions of ACUH Management Risk and Patient Safety Center, were the main indicators for this study to have its start up. The focus of this work was to understand the situation seen as problematic by the institution Hospital Records Division and, through observations and systemic reviews, identify opportunities for improvement. The methodology used was the Soft Systems Methodology (SSM), recognized worldwide in the management of public health services, especially in studies carried out in National Health Service (NHS) in Britain. The application of SSM had allowed greater understanding of how the records management is conducted in ACUH, and the main obstacles for attendance to Brazilian national guidelines Risk Management and Patient Safety. In addition to organizational learning, this study led to the construction of a project named the Medical Records Management Improvement Program (MRMIP), which may be applied by the administration of ACUH. / A Segurança do Paciente tem sido, nas últimas décadas, uma temática evidenciada no cenário nacional brasileiro e mundial. São casos que se referem à má prescrição, à administração de medicamentos de forma equivocada, ao estresse e à desilusão profissional. Atrelada à preocupação referente à qualidade dos registros médicos, a Segurança do Paciente é um estudo de suma importância para a Redução de Riscos, tanto para os pacientes quanto para os profissionais e serviços de saúde. Este estudo teve a preocupação de compreender melhor a realidade da gestão de prontuários do Hospital Universitário Alcides Carneiro (HUAC), instituição pública federal da cidade de Campina Grande, na Paraíba. Os anseios por melhorias no serviço de registros hospitalares, aliados às ações iniciais da Gerência de Risco e Núcleo de Segurança do Paciente do HUAC, foram os principais indicadores para que este estudo tivesse início. O foco foi compreender a situação tida como problemática pela Divisão de Registro Hospitalar da instituição e, por meio de observações e avaliações sistêmicas, identificar oportunidades de melhoria. A metodologia utilizada foi a Soft Systems Methodology (SSM), reconhecida mundialmente no âmbito da gestão em serviços de saúde pública, principalmente em estudos realizados pelo National Health Service (NHS), o serviço de saúde pública do Reino Unido. A aplicação da SSM ampliou o entendimento sobre a gestão de prontuários no HUAC, bem como apresentou os principais obstáculos para que sejam atendidas as diretrizes nacionais brasileiras de Gestão de Riscos e Segurança do Paciente. Além do aprendizado organizacional, este estudo propiciou a construção do Programa de Melhorias da Gestão de Prontuários (PMGP), que poderá ser aplicado pela administração do HUAC.

Submitted by Fabio Sobreira Campos da Costa (fabio.sobreira@ufpe.br) on 2017-04-18T12:25:54Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DISSERTAÇÃO - MPA - JOSÉ ORLANDO.pdf: 1683147 bytes, checksum: dceefacc13fbb80c75b08210bf27154d (MD5) / Made available in DSpace on 2017-04-18T12:25:54Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DISSERTAÇÃO - MPA - JOSÉ ORLANDO.pdf: 1683147 bytes, checksum: dceefacc13fbb80c75b08210bf27154d (MD5) Previous issue date: 2016-07-27 / As organizações hospitalares compreendem uma das mais complexas unidades gerenciais, exigindo do gestor hospitalar da cadeia logística de medicamentos que, neste trabalho, são os antirretrovirais, uma proficiência no seu gerenciamento. Pois uma falha na sua distribuição, a percepção, quanto à qualidade do serviço oferecido, é imediatamente comprometida. Esta pesquisa foi realizada no Hospital das Clínicas da UFPE e objetivou avaliar a percepção da qualidade em relação à prestação de serviços logísticos no programa de medicamentos antirretrovirais. Este é um estudo exploratório-descritivo de natureza qualitativa, realizado por meio de entrevista semiestruturada, junto aos farmacêuticos e técnicos em farmácia do hospital em estudo e coordenadores logísticos do programa HIV/AIDS da Secretaria Estadual de Saúde. Um pilar, para o entendimento da qualidade em relação à prestação de serviços logísticos, é a visão sistêmica do funcionamento da cadeia de distribuição através da Soft Systems Methodology (SSM), a qual permitiu compreender seu funcionamento a partir das diferentes percepções. Desta situação adveio à importância também em avaliá-la, com base nas dimensões da qualidade percebida em serviços logísticos, quais sejam: confiabilidade no prazo de entrega; confiabilidade da quantidade e do produto correto; flexibilidade no serviço prestado; disponibilidade; apoio pós-entrega; armazenamento etc.; no sentido de realizar um monitoramento mais apurado dos processos ou propor ações que previnam problemas futuros no atendimento às necessidades dos profissionais do programa e usuários convivendo com o HIV/AIDS. Os resultados obtidos possibilitaram uma avaliação detalhada do funcionamento da cadeia logística dos medicamentos antirretrovirais, a importância de uma gestão eficiente do estoque, do fluxo de informações e do planejamento real da demanda. Entende-se, então, a necessidade de repensar a estrutura física atual no sentido de possibilitar um atendimento humanizado aos usuários e familiares, e rever, junto à coordenação logística estadual, as cláusulas contratuais firmadas. Por fim, ficou evidente que algumas dimensões avaliadas demandam mudanças operacionais, tendo em vista o alto valor monetário agregado; e que o acesso contínuo a terapia traz consigo, não só a satisfação dos profissionais e usuários, a credibilidade dos serviços e a construção de uma imagem positiva, mas principalmente, o aumento da sobrevida desses usuários. / Hospital organizations have one of the most complex unit managements, demanding from drugs supply chain hospital manager, which in this paper is antiretroviral, a proficiency in management. As a distribution failure occurs, the perception about the service quality offered is immediately compromised. This research was conducted at the Hospital das Clínicas, UFPE and aimed to evaluate the perception of quality related to logistic services provision in the antiretroviral drug program. This is an exploratory-descriptive qualitative study, conducted through semi-structured interviews with the study hospital’s pharmacists and pharmacy technicians and logistical coordinators of the HIV/AIDS program from the State Department of Health. A foundation to understand the quality associated to logistic services provision is a systemic view about the supply chain operation through Soft Systems Methodology (SSM), which allows the operation understanding from different perceptions. This situation also originated the importance to evaluate it based on dimensions of perceived quality in any logistic services: reliability in prompt delivery, amount and correct product reliability, service flexibility, availability, post-delivery support, etc., in order to achieve a more accurate monitoring process or propose actions to prevent future problems to program’s professionals and users living with HIV/AIDS. The results enabled a detailed assessment of the supply chain functioning from antiretroviral drugs, the importance of an efficient stock management, the information flow and the real demand planning. It made to understand the need to rethink the current physical structure in order to allow a humanized care to patients and families, and review along with the state logistic coordination the contract terms signed. Finally, it was clear that some dimensions evaluated require operational changes, considering the high monetary value; and the continued access to therapy brings not only the professionals and users’ satisfaction, the credibility of services and building a positive image, but mainly increasing these users survival.