This thesis reports on the research undertaken to develop a method for organisations to assess human communication between their business and IT personnel as part of business–IT alignment. The research described in this thesis involves (i) a literature review in business–IT alignment and related fields, such as management studies and communication science; (ii) a Delphi study conducted among industry members, practitioners, and academics operating in the IT advisory, auditing and communication disciplines; and (iii) a case study of a public sector organisation in South Africa. By adopting a system-theoretic perspective on communication, this thesis proposes that communication in business–IT alignment can be seen as coordinating behaviour and a series of learning and reflection events, consequently culminating in increased mutual understanding. Various conceptualisations of communication are explored and, together with several industry elicited factors that influence communication in business–IT alignment, are incorporated into a conceptual model informing the assessment method. This research developed, applied, and tested a method whereby organisations can assess the quality of the human communication between their business and IT personnel as part of the business–IT alignment endeavour. The aim of this method is to trigger reflection on communication by considering communication philosophy and practices in business–IT alignment. The method, termed the ‘Business-IT Communication Alignment Maturity Improvement Communication Alignment Maturity Improvement (CAMI) method’, is based on a maturity grid-based approach, which stems originally from process improvement in software development and quality management. This thesis is most closely aligned with the research performed by Maier, Eckert, and Clarkson (2004, 2006), who successfully applied the maturity grid-based approach to investigate, audit and assess communication within the engineering design process. The question addressed in this thesis is whether this approach can be successfully extrapolated to the business–IT alignment context and whether it would yield similar benefits. Furthermore, the issue of whether it would offer a practical method for use in organisations is also addressed. Having applied the CAMI method at a public sector organisation, this thesis proposes that the maturity grid-based approach can indeed be extrapolated to iv the business–IT alignment context, consequently offering a viable and practical method for assessing communication in organisations. In particular, the CAMI method allows organisations to capture both their current and their desired communication situations and to expose discrepancies between the perceptions held by their business and IT personnel. These results form a basis for action planning, strategizing, and, ultimately, interventions for improvement. In conclusion, the thesis discusses further application and extension possibilities for the assessment method.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:nmmu/vital:21139 |
| Date | January 2016 |
| Creators | Coertze, Jacques Jacobus |
| Publisher | Nelson Mandela Metropolitan University, Faculty of Engineering, the Built Environment and Information Technology |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis, Doctoral, DPhil |
| Format | xvi, 227 leaves, pdf |
| Rights | Nelson Mandela Metropolitan University |
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