The development of an internal technology strategy assessment framework within the services sector utilising TQM principles

Abstract

Technology is generally accepted as one of the key factors that influences society and business in an unmistakable manner. Current literature is not singular in its views and methods of technology strategy development, the interface between technology strategy and business strategy and how technology strategy is executed and assessed internally. This article proposes an internal technology strategy assessment framework for the services sector. The framework is developed by merging the disciplines and current models of technology management, business architecture, strategic performance measurement and total quality management. The model is presented in the text in flowchart form. The required data was gathered by means of case study protocol. Three case studies were conducted in the services sector and the tabulated results are presented.

Tegnologie word algemeen aanvaar as een van die mees deurslaggewende drywers wat besigheid en die samelewing onomkeerbaar verander. Verskillende opinies bestaan in die literatuur oor die metodes van tegnologiestrategie-ontwikkelling, die raakvlak tussen tegnologiestrategie en besigheidstrategie en hoe tegnologiestrategie uitgevoer en geassesseer moet word. Die artikel fokus op 'n interne tegnologiestrategie assesseringsmodel, spesifiek vir die dienstesektor. Die assesseringsmodel word ontwikkel deur die dissiplines en beskikbare modelle van tegnologiebestuur, besigheidsargitektuur, strategiese prestasiemeting en totale kwaliteitsbestuur te integreer. Die model word in die teks in die formaat van ‘n vloeidiagram aangebied. Die nodige data vir die model is ingesamel deur gebruik te maak van gevallestudieprotokol. Drie gevallestudies is uitgevoer en die getabuleerde resultate gelys in die teks.