Bestuursinligtingstelsels in 'n goudmyn van JCI : 'n empiriese ondersoek

Abstract

MANAGEMENT INFORMATION SYSTEMS IN A GOLDMINE OF JCI AN EMPIRICAL INVESTIGATION INTRODUCTION H.J. Joel Gold Mining Company Limited (H.J. Joel) is a member of the Johannesburg Consolidated Investment Company Limited (JCI) group of companies. The following computerised information technology is used in H.J . Joel :

* Primary : A Centum Yokogawa process control computer which produces planned reports regarding the continual and batchwise processes of the metallurgical plant. Secondary :

* A wide area network for the processing or reprocessing of data and information. The network is operated from Randfontein where the mainframe is situated. The network links all the mines with the head office of JCI in Johannesburg. * Personal computers for the manipulation of data and the compilation of ad hoc reports. PROBLEM SPECIFICATION With the implementation of the wide area network, several expectations were created among the users :

* The network would be linked to the process control computers of the different metallurgical plants in order to automate the transfer of data. * Users would be able to compile and produce ad hoc reports from the mainframe.

* Speedy processing of data and report printing. The current situation is however :

* No links exist between the process control computers and the mainframe. Users have to enter data, regarding the production process, on the mainframe. * Users can not produce reports from the mainframe due to a lack of training. * Users have to re-enter data on personal computers to compile ad hoc reports. * The network is sometimes slow, unuseful or out of order. * Assistance regarding the hardware, software and network is rendered from Randfontein which makes it a lengthy and costly process. * The programmers of the Centum Yokogawa process control computer have the perception that users distrust the data and information which is reported on planned reports. * Users have resistance to reports from the process control computer and demand that the data and information be rewritten although the written result off er the same information. OBJECTIVE According to Bailey & Pearson ( 1983:530) productivity in computer services means both efficiently supplied and effectively utilized data processing outputs. Further, it is argued that utilization is directly connected to the user community's sense of satisfaction with those services.

* The main purpose for the study was to determine the effectiveness of the current computerised management information systems in H.J. Joel by conducting an investigation in order to determine the degree of user satisfaction. Deficiencies were identified and recommendations were made in order to establish the ideal management information system for H.J. Joel. * The sub-purpose for the study was to determine if the conclusions and recommendations were applicable to the other gold mines in the JCI group.

LITERATURE STUDY

* Theoretical model After the literature study, theoretical models were developed for H.J . Joel and for the evaluation of the management information systems of H.J. Joel. * Critical factors The following critical success factors were identified during the literature study and included in the evaluation :

* management and communication, * system, * information, * users, * information technology department which is the Information Services Division (ISO) of JCI, * ease of use and * security. In all of these cases specific aspects were identified as to how and what the impact on user satisfaction and therefore on information system success would be. All of these factors were taken into consideration during the development of the questionnaire. QUESTIONNAIRE The purpose of the one questionnaire, which was distributed personally to each user, was to gather data in respect of the user satisfaction. The questionnaire consisted of 42 questions of which the first forty were used as independant variables and question number 41 was used as the dependant variable in the regression analysis. Each factor was evaluated on a seven point scale. Question number 42 allowed for comments.

The purpose of the other questionnaire was to gather information with respect to the management information systems by conducting personal interviews with heads of department. A total of 57 questionnaires were distributed and 55 were returned. This related to a response of 96%. ANALYSIS AND RESULTS The BMOP mainframe statistical package was used to process the data . The average response to the dependant variable was 4,82 on the seven point scale. That means that the users rated the overall computer-based management information systems as reasonably successful, but not as high as good. The most important independant variable that was identified, was question number 10 which rated the degree of communication between the users in the organisation and the ISO personnel. Question number 1 rated the degree of management involvement in defining and monitoring information system policies. Both questions fall under the success factor management and communication. The average rating for both questions were less than 4,00 namely 3, 73 and 3,44 for question numbers 10 and 1 respectively. Four of the ten variables, that were identified as critical to the success of the management information system, were related to output information. The average rating of questions number 6, 23 and 39 were 5,58, 5,69 and 5,47 respectively which can be described as good. Question number 36 was rated at 4,44 which can be described as reasonable. The questions dealt with the availability and timeliness of reports, the accuracy of information and the completeness of output information. Question number 39 which dealt with the flexibility of data and reports available from the system, was identified as the second most important critical variable. The inability of the systems to communicate and to transfer data between systems serving different functional areas, resulted in the poor average rating of 2,96 for question number 2. The question was identified as the third most important critical variable. Questions number 12 and 21 were related to the ISO and were rated at an average of 3,80 and 4,07 respectively. Question number 12 dealt with the prompt processing of user's requests to the ISO for changes to existing systems. Question number 21 dealt with the increase in the proportion of the ISO's effort expended in creating new systems. Both

variables were rated as insufficient. The lack of effective training programs was eminent in the average rating of 3,04 for question number 30. The average score was poor and the variable was the sixth most important factor, in terms of the regression analysis, contributing to the success of the system. ISD SURVEY During 1992 the ISO of JCI completed a customer satisfaction survey to establish the level of service that the ISO provides to the users in the organisation. The five critical success factors, that were identified by the survey to be the most important variables, which can be improved in order to improve the ISD's service to the users, were also part of the ten variables that were identified by the H.J. Joel survey. Both surveys identified communication as the most important critical success factor. The other four success factors were : * reaction time to problems, queries and requests, * support services, * customer training and documentation and * the response times and batch turnaround times during critical periods. RECOMMENDATIONS Recommendations were made with reference to the ten most important critical success factors, in terms of the regression analysis, in order to improve the contribution of the success factors to the overall success of the management information system. If effective communication can be accomplished between the users and the personnel of the ISO, it may lead to the improvement or the solution of other problems which influence user satisfaction. The effectiveness of the computerised management information systems in H.J. Joel could be determined by measurement of the user satisfaction. Deficiencies were

identified and recommendations were made in order to establish the ideal management information system for H.J. Joel. The main objective of this study has been achieved. The results of the H.J. Joel and ISO surveys has been compared and the conclusion was that the results and recommendations for the H.J. Joel survey are applicable to the other gold mines in the organisation. The sub objective of this study has also been achieved.