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Strategies Information and Communication Technology Managers Use to Build Employee Competencies Thulaganyo Arnold Rabogadi Walden University

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Strategies Information and Communication Technology Managers Use to Build Employee Competencies Thulaganyo Arnold Rabogadi Walden University Walden University ScholarWorks Walden Dissertations and Doctoral Studies Walden Dissertations and Doctoral Studies Collection 2017 Strategies Information and Communication Technology Managers Use to Build Employee Competencies Thulaganyo Arnold Rabogadi Walden University Follow this and additional works at: https://scholarworks.waldenu.edu/dissertations Part of the Databases and Information Systems Commons This Dissertation is brought to you for free and open access by the Walden Dissertations and Doctoral Studies Collection at ScholarWorks. It has been accepted for inclusion in Walden Dissertations and Doctoral Studies by an authorized administrator of ScholarWorks. For more information, please contact [email protected]. Walden University College of Management and Technology This is to certify that the doctoral study by Thulaganyo Rabogadi has been found to be complete and satisfactory in all respects, and that any and all revisions required by the review committee have been made. Review Committee Dr. Cheryl McMahan, Committee Chairperson, Doctor of Business Administration Faculty Dr. Jaime Klein, Committee Member, Doctor of Business Administration Faculty Dr. Ify Diala, University Reviewer, Doctor of Business Administration Faculty Chief Academic Officer Eric Riedel, Ph.D. Walden University 2017 Abstract Strategies Information and Communication Technology Managers Use to Build Employee Competencies by Thulaganyo Arnold Rabogadi MBA, De Montfort University, UK, 2006 BEng, Anglia Ruskin University, UK, 1995 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University April 2017 Abstract The World Economic Forum (WEF) found that Botswana’s information and communication technology (ICT) networked readiness index (NRI) had declined from position 89 in 2012 to 104 in 2015. A decline in Botswana’s ICT NRI resulted in a modest gross domestic product (GDP) growth increasing from 4.2% in 2012 to 5.0% in 2015. The purpose of this qualitative multiple case study was to explore strategies ICT service provider managers use to build employee competencies to address ICT infrastructure performance deficiencies. The target population for this study consisted of over 120 managers from 2 ICT service providers located in Gaborone and Francistown in Botswana. The conceptual framework for this study was information technology (IT) competency model. Face-to-face interviews with 15 managers and a review of 12 company documents were gathered and all interpretations from the data were subjected to member checking to ensure the trustworthiness of the study findings. The thematic analyses of participants’ interviews and company documents resulted in the emergence of 3 common themes: developing professional employee competencies through training, promoting knowledge acquisition and skills transfer, and developing budgets for funding the development of employee competencies. Participants cited training and professional development as a reason for ICT infrastructure performance deficiencies. Social implications from this study include developing strategies business managers can use to build employee competencies to improve ICT infrastructure performance, which could result in improved services to citizens and enhanced national development, social transformation, and economic diversification. Strategies Information and Communication Technology Managers Use to Build Employee Competencies by Thulaganyo Arnold Rabogadi MBA, De Montfort University, UK, 2006 BEng, Anglia Ruskin University, UK, 1995 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University April 2017 Dedication I dedicate the successful completion of this study to my student committee members: Dr. Cheryl McMahan, Dr. Jaime Klein, and Dr. Ify Diala-Nettles. I also dedicate this study to my wife Mrs. Botsalo Moroba Rabogadi and my children Onica, Emang, and Thabiso for the love and support they gave me throughout the DBA journey. I indeed experienced an uphill struggle, having to split my time between the study, work, family, and social life. The scholarly engagement widened the scope of my worldview and capacity to view and address personal, academic, and business problems with an open mind and willingness to engage in more challenging life endeavors. Acknowledgments I am indebted to my Doctoral Study Chair Dr. Cheryl McMahan, Second Committee Member, Dr. Jaime Klein, University Research Reviewer, Dr. Ify Diala- Nettles, and DBA Program Director, Dr. Freda Turner. It is also gratifying to thank members of the faculty in the School of Management and Technology at Walden University for the professional support they offered during my study. The Walden University stewardship in preparing researcher-practitioners equips scholars with practical and academic learning and added substantial value to my understanding of how business leaders develop employee skills to achieve competitive advantage in a changing business environment. I would also like to thank my colleagues at Walden University who worked tirelessly to support me during the DBA journey. My sincere gratitude goes to the study participants who contributed enormously to the success of this study for their commitment and dedication to data collection and analysis. I must also extend my thanks to the executive management teams of the research sites for their cooperation in granting permission to conduct this study at their sites. Table of Contents List of Tables .................................................................................................................... vii List of Figures .................................................................................................................. viii Section 1: Foundation of the Study ......................................................................................1 Background of the Problem ...........................................................................................1 Problem Statement .........................................................................................................2 Purpose Statement ..........................................................................................................3 Nature of the Study ........................................................................................................3 Research Question .........................................................................................................4 Interview Questions .......................................................................................................4 Conceptual Framework ..................................................................................................5 Operational Definitions ..................................................................................................6 Assumptions, Limitations, and Delimitations ................................................................8 Assumptions ............................................................................................................ 8 Limitations .............................................................................................................. 9 Delimitations ........................................................................................................... 9 Significance of the Study .............................................................................................10 Value of the Study to Business ............................................................................. 10 Contribution to Business Practice ......................................................................... 11 Implications for Social Change ............................................................................. 12 A Review of the Professional and Academic Literature ..............................................12 Literature Search Strategy..................................................................................... 13 i Organization of the Literature Review ................................................................. 13 An Overview of Competency Models .................................................................. 15 Building Capabilities, Competencies, and Core Competencies............................ 17 Information Technology Competency Model ....................................................... 21 Sources of Information and Communication Technology Competencies ............ 37 The Status of Broadband Internet in Botswana .................................................... 43 Strategies for Building Capacity and Competencies ............................................ 52 Conclusions ..................................................................................................................64 Gaps in Literature ........................................................................................................66 Transition .....................................................................................................................68 Section 2: The Project ........................................................................................................70 Purpose Statement ........................................................................................................70 Role of the Researcher .................................................................................................71 Participants ...................................................................................................................72
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