Thesis (MPhil)--Stellenbosch University, 2005. / ENGLISH ABSTRACT: Competitive pressures in every company worldwide always have, and probably always will, drive leading
institutions to adopt smarter, faster and more cost effective ways of providing customers with feature-rich
products and outstanding service, in order to differentiate specific offerings to local and global markets.
This approach is both inevitable and laudable.
At the same time, communications (physical and electronic) have made the world a smaller place and
presented a larger target audience for each company's goods and services. However, customers have
become better educated, more sophisticated and more demanding, whilst competitors have raised
standards and the fight for customer loyalty has intensified.
As these pressures increased, the appropriate level of corporate governance has not always been applied,
as evidenced by the well publicised failure of Enron in the USA, and many others worldwide. The typical
reaction has been to produce an increasing raft of legislation and regulation, designed to protect the
consumer against 'cavalier' corporate behaviour, and an equally increasing demand for more and better
information.
The Banking Industry has not escaped this trend. Its failures have not been as dramatic as Enron and the
consequences not as severe. Nevertheless, the potential impact of failure through poor corporate
governance is huge and legislation and regulation has become highly visible through acts such as the
'Financial Advisory and Intermediary Service Act' (FAIS), the 'Financial Intelligence Centre Act' (FICA) and
the Basel II Committee, - all emphasising integrity, authenticity, completeness, transparency, security,
retention, protection, and eventual disposal of information.
This assignment examines the relationship between the concepts information management, content
management and records management and their importance as enablers of corporate governance. It
highlights the current records management capability- maturity within the FirstRand Banking Group and
presents a future solution and a practical approach to migration. Whilst understanding the challenges
associated with implementing a records management strategy and programme, it emphasises the needs
and the huge benefits for the FirstRand Group in meeting its corporate obligations, improving customer
service and reducing operating costs.
The future solution is set within a Records Management Capability Framework which encompasses how
records must be managed by a consistent set of rules. It presents a typical records management life cycle
from creation to disposal; it examines how practical systems design can balance the need for structure and
stability whilst providing flexibility for operational use; it documents design principles and critical standards;
it outlines implementation guidelines; and it recommends policies, ownership, organisational structures and
roles, and governance mechanisms within the FirstRand Business Model. FirstRand's records management competency was audited and measured against a capability maturity
model (the Carnegie Mellon University's Software Engineering Institute's approach). The results indicated
significant cultural and operational challenges in building a records management capability, but it was
concluded that knowledge management and sharing of information and intellectual assets (facilitating faster
access to better quality and up-to-date information and building corporate memory and business agility)
could be delivered only by a well conceived and carefully implemented Records Management Capability
Framework. / AFRIKAANSE OPSOMMING: Kompetisie noop suksesvolle besighede, organisasies en soortgelyke instellings om kwaliteit produkte,
goedere en dienste teen mededingende pryse aan verbruikers of kliënte te lewer. Koste-effektiwiteit speel
'n groot rol, in ag genome dat die kwaliteit en verskeidenheid van produkte en goedere nie mag taan nie. Die
spoed en gehalte van kliëntediens kan die maatskappy 'n voorspsrong gee, in ag genome die toenemende
kompetisie met ander maatskappye in dieselfde industrie of mark. Kompetisie met ander maatskappye of
instansies in dieselfde mark of industrie, en differensiasie van beide produkte en dienste is onvermydelik.
Grootskaalse ontwikkeling in die kommunikasie-industrie dra by tot die bereikbaarheid van ander
wêrelddele. Die mark (voorheen onbereikbaar) vir produkte, goedere en dienste, is skielik soveel groter en
soveel meer bereikbaar. Die hedendaagse verbruiker en kliënt is meer gesofistikeerd en meer ingelig ten
opsigte van produkeienskappe, -variasies, -verskeidenheid, voordele, nadele, ensovoorts, en dring daarop
aan dat voorkeure en verwagtinge konstant aan voldoen sal word en selfs met gereelde tussenposes sal
verbeter. Kompetisie dryf standaarde vir hoë gehalte produkte en kliëntediens tot die hoogste vlakke.
Maatskappye kompeteer toenemend vir kliëntelojaliteit en markbesit op 'n daagliske basis.
Met die fokus op kompetisie, klientediens en lojaliteit, en gehalte produkte en dienste, is goeie korporatiewe
beheer en bestuursbeginsels nie konstant en deurlopend toegepas nie, soos blyk uit die gebeure met
Enron in die Verenige State van Amerika. Deur middel van toenemende wetgewing en regulasies poog
regerings wêreldwyd om die belange van die verbuiker / kliënt te beskerm. Inligting het 'n mededingende
faktor geword, terwyl die aanvraag na relevante en akkurate inligting steeds toeneem.
Die Finansiële Industrie, en meer spesifiek die Bankwese, het nie begonoemde vereiste vir spoed, gehalte
en relevansie vrygespring nie, aangesien finansiële instellings soos die 'Federated Bank' in die Verenigde
State van Amerika en die Suid Afrikaanse Reserwe Bank, dit ten doel het om na die belange van die
verbruiker om te sien. Goeie korporatiewe bestuurstandaarde en riglyne is egter ook van toepassing op die
bankwese in Suid Afrika, soos gemanifesteer deur wetgewing en industrie riglyne en standaarde,
byvoorbeeld, FAIS en FICA en die 'Basel II Committee'. Hierdie instellings het ten doel om die verbuiker /
kliënt te beskerm deur riglyne en standaarde te stel wat die integriteit, geloofwaardigheid, regswetlikheid,
volledigheid, deursigtigheid, sekuriteit, retensie van, en toegang tot inligting verseker.
Die werkstuk bespreek die verband tussen die konsepte inligtingbestuur, inhoudbestuur en rekordsbestuur
en die doel daarvan ter ondersteuning van goeie korporatiewe bestuur. Dit belig die huidige rekordsbestuur
bekwaamheid van die 'FirstRand Banking Group', die tekortkominge, en motiveer 'n toekomsgerigte
rekordsbestuurmodel, riglyne vir implementering en 'n praktiese benadering tot migrasie. 'n Strategiese
benadering tot rekordsbestuur belig vele uitdagings. Tog kan die langtermyn voordele, soos byvoorbeeld
die toepassing van goeie inligtings- of rekords- en korporatiewe bestuurbeginsels, uitmuntende kliëntediens
en koste-effektiwiteit nie geignoreer word nie, aangesien dit die 'FirstRand Banking Group' 'n voorsprong
kan gee op ander banke in die industrie asook kliënte-besit. Die model vereis 'n vernuwende benadering tot inligting- en rekordsbestuur as 'n katalisator ter ondersteuning van goeie inligtings- en korporatiwe
bestuursbeginsels in belang van die kliënt.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:sun/oai:scholar.sun.ac.za:10019.1/50277 |
| Date | 03 1900 |
| Creators | Van der Klashorst, Lizelle |
| Contributors | Van Der Walt, M. S., Stellenbosch University. Faculty of Arts & Social Sciences. Dept. of Information Science. |
| Publisher | Stellenbosch : Stellenbosch University |
| Source Sets | South African National ETD Portal |
| Language | en_ZA |
| Detected Language | Unknown |
| Type | Thesis |
| Format | 142 p. : ill. |
| Rights | Stellenbosch University |
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