TO ASSESS THE ROLE OF COMPUTER NETWORKS IN USE AND

MANAGEMENT OF INFORMATION IN ORGANIZATIONS

A Case Study Kenya Ports Authority, Mombasa

BY

RIZIKI ROZINE OKUMU

A17/00030/09

A Research Project Submitted to Kisii University in Partial Fulfillment of the

Requirement for the Award of Degree in Library and Information Science

© MAY 2013

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DECLARATION AND APPROVAL

DECLARATION

This work has not previously been submitted for any other degree award to any university

before. To the best of my knowledge and belief this research work contains no material

previously published or written by another person.

Riziki R. Okumu

A17/00030/09

Signature……………………………………….. Date………………………………….….

APPROVAL

This project has been submitted for examination with our approval as the university

supervisors

Miss Ruth Chweya

Supervisor

Faculty of Information Science and Technology

Kisii University

Signature………………………………………. Date……………………………………

ii

DEDICATION

This project is dedicated to my dearest, loving and caring mother. Salute to you for your

compassionate heart.

iii

ACKNOWLEDGEMENTS

My acknowledgement to the kind and untiring effort of my supervisor, Miss Ruth Chweya

for her patience, guidance and endless support to make this project a success.

I wish to express my sincere gratitude thanks to KPA management and the staffs for making

this research a success. More specially, to captain Patrick Onyango who assisted in getting a

vacancy for me and Hassan who took his time to assist in the data collection.

I would also like to thank and appreciate my good and dear friend Ian Mecha for his untiring

effort in his help.

And lastly to my family and friends for their trust and great confidence in me and what I can

achieve, their endless prayers and financial support.

May the good Almighty bless you all abundantly.

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ABSTRACT

The merging of computers and communications has had a profound influence on the way

computer systems are organized. The once-dominant concept of the computer center as a

room with a large computer to which users bring their work for processing is now totally

obsolete (although data centers holding thousands of Internet servers are becoming common).

The old model of a single computer serving all of the organization‘s computational needs has

been replaced by one in which a large number of separate but interconnected computers do

the job. These are the computer networks.

The research study was carried out with the aim of finding out the role of computer networks

in the use and management of information in organizations. Most organizations are growing

in their geographical and business coverage. This growth puts a lot of strain in the

disbursement of resources and information within the organization internally and its affiliate

branches hence the need of a well-established computer network. The main objective of the

study was to find the role of computer networks in use and management of information in

organizations which was supplemented finding out the network structure of Kenya Ports

Authority, finding out the network objectives in the organization, finding out how the

network is managed and monitored in the organization and finding out the benefits and

challenges encountered in the use and management of the network system.

The researcher used the case study of Kenya Ports Authority. The mode of data collection

was through interview, observation and document analysis and analyzed using simple

analytical tools such as Microsoft Excel together with descriptive statistics. The data was

presented in form of frequency distribution tables, pie charts, percentages and graphs.

Based on the findings of the study it was revealed that computer networks help in the use and

management of information. Therefore it was recommended that organizations embrace

technology to save on costs and improve on effectiveness and efficiency.

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TABLE OF CONTENTS

Contents

DECLARATION AND APPROVAL .................................................................................... i

DEDICATION ..................................................................................................................... ii

ACKNOWLEDGEMENTS ................................................................................................. iii

ABSTRACT ........................................................................................................................ iv

TABLE OF CONTENTS ......................................................................................................v

LIST OF TABLES ............................................................................................................ viii

LIST OF FIGURES ............................................................................................................. ix

DEFINITION OF TERMS ....................................................................................................x

CHAPTER ONE ...................................................................................................................1

1.0 INTRODUCTION ...........................................................................................................1

1.1 Background of the Study .................................................................................................1

1.2 Statement of the Problem .................................................................................................1

1.3 Objectives of the Study ....................................................................................................1

1.4 Research Questions .........................................................................................................2

1.5 Significance of the Study .................................................................................................2

1.6 Scope of the Study ...........................................................................................................2

1.7 Limitations of the Study ..................................................................................................3

1.7.1 Inadequate time ............................................................................................................ 3

1.7.2 Inadequate funds ........................................................................................................... 3

1.7.3 Lack of co-operation ..................................................................................................... 3

CHAPTER TWO ..................................................................................................................4

2.0 LITERATURE REVIEW ................................................................................................4

2.1 Introduction .....................................................................................................................4

2.1 Computer Network ..........................................................................................................4

2.2 Role of Computer Networks ............................................................................................5

2.2.1 Cost-Effective Resource Sharing ................................................................................. 5

2.2.2 Streamlined Business Processes ................................................................................... 7

2.2.3 Freedom to Choose the Right Tool............................................................................... 8

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2.2.4 Powerful, Flexible Collaboration between Companies ................................................. 9

2.2.5 Improved Customer Relations ..................................................................................... 9

2.2.6 Secure Management of Sensitive Information ............................................................ 10

2.2.7 Worldwide, Instantaneous Access to Information ...................................................... 10

2.3 Network Management ................................................................................................... 11

2.3.1 Fault Management ...................................................................................................... 12

2.3.2 Configuration Management ........................................................................................ 12

2.3.3 Performance Management .......................................................................................... 12

2.3.4 Accounting Management ............................................................................................ 12

2.3.5 Security Management ................................................................................................. 13

2.4 Conceptual Framework ................................................................................................. 14

CHAPTER THREE ............................................................................................................. 15

3.0 RESEARCH DESIGN AND METHODOLOGY .......................................................... 15

3.1 Introduction ................................................................................................................... 15

3.2 Study Design ................................................................................................................. 15

3.3 Target Population .......................................................................................................... 15

3.4 Sample Design .............................................................................................................. 15

3.5 Data Collection Instruments and Procedure ................................................................... 15

3.5.1 Observation schedules ................................................................................................ 16

3.5.2 Interview guides ......................................................................................................... 16

3.5.3 Document analysis ..................................................................................................... 16

3.6 Data Analysis Methods .................................................................................................. 16

CHAPTER FOUR ............................................................................................................... 17

4.0 PRESENTATION OF FINDINGS ................................................................................ 17

4.1 Introduction to Data Analysis ........................................................................................ 17

4.2 Gender Balance ............................................................................................................. 17

4.3 Distribution of Respondents by Age .............................................................................. 18

4.4 Education Level of Respondents .................................................................................... 18

4.5 Working Experience ...................................................................................................... 19

4.6 To find out the network structure of Kenya Ports Authority. .......................................... 20

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4.7 To find out the network objectives in the organization. .................................................. 23

4.7.1 Evolve Customer Service to Improve Customer Loyalty ............................................. 23

4.7.2 Increase Productivity .................................................................................................. 24

4.7.3 Control Costs .............................................................................................................. 26

4.7.4 Support Innovation and Growth .................................................................................. 27

4.7.5 Improve Employee Engagement ................................................................................. 28

4.8 To find out how the network is managed and monitored in the organization. ................. 29

4.8.1 Monitored using OpManager ...................................................................................... 29

4.8.2 Benefits of Monitoring your Bandwidth ...................................................................... 30

4.8.3 Developing a Proactive Monitoring Plan in 3 Simple Steps ......................................... 30

4.8.4 Network Security ........................................................................................................ 31

4.9. To find out the benefits and challenges encountered in the use and management of the

network system. .................................................................................................................. 31

4.9.1 Benefits ...................................................................................................................... 31

4.9.2 Challenges .................................................................................................................. 32

CHAPTER FIVE ................................................................................................................. 33

5.0 SUMMARY OF FINDINGS/DISCUSSIONS, CONCLUSIONS AND

RECOMMENDATIONS ..................................................................................................... 33

5.1 Introduction ................................................................................................................... 33

5.2 Summary of Major Findings .......................................................................................... 33

5.3 Answers to Research Questions ..................................................................................... 33

5.3.1 The Network Structure of the Organization ................................................................. 33

5.3.2 The Network Objectives in the Organization ............................................................... 34

5.3.3 Management and Monitoring of the Network in the Organization ............................... 34

5.3.4 Benefits and Challenges Encountered by the Organization in the Use and Management

of the Network Systems ....................................................................................................... 35

5.4 Conclusions ................................................................................................................... 35

5.5 Recommendations ......................................................................................................... 36

5.6 Suggestions for Further Study ........................................................................................ 36

REFERENCES.................................................................................................................... 37

viii

LIST OF TABLES

Table 1: Age of the respondents

Table 2: IP Table

ix

LIST OF FIGURES

Figure 1: Conceptual Framework

Figure 2: Gender of the respondents

Figure 3: Respondents level of education

Figure 4: Stay in the organization

Figure 5: IP SCHEMA

Figure 6: KPA Network Structure

x

DEFINITION OF TERMS

3- Tier architecture : a client-server architecture in which the functional process

logic, data access are developed and maintained as independent

modules on separate platforms.

Base T : base normal stand for speed of the network and T-Stand for the

type of cable used (twisted pair)

Cisco IP SLA : Service level agreement

DHCP : Dynamic host control protocol

EIGRP : Extended internet group routing protocol

Firewall : a network device used for security in the network system.

(VPN security management and access of control security

server.)

HSRP : Host standby Routing protocol.

IP : Internet protocol

KPA : Kenya Ports Authority

PoE : Power over Ethernet

POP : Point of presence

POP : Point of presence

SNMP : Simple network management protocol.

VLans : Virtual Local Area Network

VoIP : Voice over internet protocol

VPN : Virtual Private Network

VSAT : very small aperture terminal

WAN : Wide Area Network

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CHAPTER ONE

1.0 INTRODUCTION

1.1 Background of the Study

A computer network is an interconnected collection of devices that enables you to

store, retrieve, and share information. Commonly connected devices include personal

computers (PCs), minicomputers, mainframe computers, terminals, workstations, thin

clients, printers, fax machines, pagers, and various data-storage devices (Tanenbaum

,2003).With the high growth in businesses plus new innovations and inventions in the

technological ground there is also growth of a lot of information to be processed.

With this much traffic of information it has become old and cumbersome for

organizations still in the practice of hard copies and filing system. With this in mind it

prompted the researcher to look at the advantageous position computer networking

has over the old filing system.

1.2 Statement of the Problem

As organizations are growing bigger and bigger, more staff are hired and more

information is generated. The researcher wanted to investigate how this information

that has been generated due to the increase of size and population of the organization

is handled. Kenya Ports Authority is a business organization that deals with shipping

(importing and exporting, loading and offloading of cargo).

1.3 Objectives of the Study

The objectives of the study were as follows:

i) To find out the network structure of Kenya Ports Authority.

ii) To find out the network objectives in the organization.

iii) To find out how the network is managed and monitored in the organization.

iv) To find out the benefits and challenges encountered in the use and management of

the network system.

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1.4 Research Questions

The study was guided by the following research questions:

i) How is the network structure of the organization?

ii) What are the network objectives in the organization?

iii) How is the network managed and monitored in the organization?

iv) What are the benefits and challenges encountered by the organization in the use

and management of the network system?

1.5 Significance of the Study

The findings of this study will have the following positive outcomes on the following:

To KPA organization it will make management aware of the fundamental role of

computer networks in information organization and dissemination. It will be a

motivating factor for top management to allocate more funds to enhance the computer

network system in terms of staff, equipment and training of employees in the

understanding and use of these computer networks.

To other organizations the study will be an eye opener to embrace technology so as to

be more economical on costs, resources, personnel and avoidance of duplication of

information. It will make them to be more competitive.

1.6 Scope of the Study

The study is confined to the role of computer networks in the use and management of

information in organization. It was conducted at Kenya Ports Authority (KPA). The

rationale behind using this organization was that its ICT center is ranked number two

in East Africa after Safaricom hence spearheading the need to embrace computer

networks.

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1.7 Limitations of the Study

1.7.1 Inadequate time

Time is the major limitation in this research. One has to balance between class work

and data collection and compiling.

1.7.2 Inadequate funds

Funds are needed for the fulfillment of this research. In terms of airtime to conduct

interviews, acquire necessary materials for the research i.e. notebooks, pens and also

to commute to and from the organization.

1.7.3 Lack of co-operation

Lack of co-operation from the staff is also another limitation. Some are too busy with

their duties hence lack time to give one audience. Also not sure of one‘s motive hence

cautious to allow one to go through their documentation yet document analysis was

one of my data collection.

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CHAPTER TWO

2.0 LITERATURE REVIEW

2.1 Introduction

This chapter contains the review of related studies to the issue under study. This is

organized as follows; past studies in the area, important historical development of the

issue under study, global perspective, regional perspective, local perspective and the

summary.

2.1 Computer Network

A computer network is an interconnected collection of devices that enables you to

store, retrieve, and share information. Commonly connected devices include personal

computers (PCs), minicomputers, mainframe computers, terminals, workstations, thin

clients, printers, fax machines, pagers, and various data-storage devices (Tanenbaum ,

2003).

Recently, other types of devices have become network connectable, including

interactive televisions, videophones, handheld devices, and navigational and

environmental control systems. Networked devices provide two-way access to a vast

array of resources on a global computer network through the largest network of all,

the Internet (Halsall, 2006).

In today‘s business world a computer network is more than a collection of

interconnected devices. For many businesses the computer network is the resource

that enables them to gather, analyze, organize, and disseminate information that is

essential to their profitability. The rise of intranets and extranets is an indication of

the critical importance of computer networking to businesses (Kleiner, 2003).

Spafford (2006) states that most businesses have installed intranets to collect,

manage, and disseminate information more quickly and easily than ever before. They

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established intranets simply to remain competitive; now, the momentum continues,

and extending the company network to the Internet is the next technological

transformation of the traditional business

2.2 Role of Computer Networks

The most obvious benefit of computer networking is that you can store virtually any

kind of information at, and retrieve it from, a central location on the network as well

as access it from any connected computer. You can store, retrieve, and modify textual

information such as letters and contracts, audio information such as voice messages,

and visual images such as facsimiles, photographs, medical x-rays, and even video

segments (Tanenbaum, 2003).

A network also enables you to combine the power and capabilities of diverse

equipment and to provide a collaborative medium to combine the skills of different

people—regardless of physical location. Computer networking enables people to

share information and ideas easily, so they can work more efficiently and

productively. Networks also improve commercial activities such as purchasing,

selling, and customer service. Networks are making traditional business processes

more efficient, more manageable, and less expensive (Stevens, 2003).

2.2.1 Cost-Effective Resource Sharing

By networking your business computers you can reduce the amount of money you

spend on hardware by sharing components and peripherals while also reducing the

amount of time you spend managing your computer system (Hassan and Jain, 2004)

Kleiner (2003) postulates that equipment sharing is extremely beneficial: when you

share resources, you can buy equipment with features that you would not otherwise

be able to afford as well as utilize the full potential of that equipment on your

network. A properly designed network can result in both lower equipment costs and

increased productivity. Suppose that you had a number of unconnected computers.

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Employees using these computers would not be able to print unless you purchased a

printer for each computer or unless users manually transferred files to computers with

printers. In this scenario you would be choosing between hardware and labor

expenses.Networking the computers would give you other alternatives. Because all

users could share any networked printer, you would not need to buy a printer for

every computer. As a result, instead of buying numerous inexpensive, low-end

printers that would sit idle most of the time, you could buy a few inexpensive printers

and a few printers with high-end productivity features. The more powerful printers

would be able to print more rapidly and with better quality than the less expensive

ones. In addition, the more powerful printers might also be able to print in color and

to sort, staple, or bind documents (Hamilton and Clark, 2009).

When you select the right mix of printers and assign each network user appropriate

access to them, you have enough printing power to address the needs of all of your

employees. Rather than leave expensive equipment idle, you provide your employees

with the latest, most powerful productivity features—all for a significantly lower cost

than if you were to purchase an inexpensive printer for each workstation on the

network (Hassan and Jain, 2004).

A network enables you to share any networkable equipment and realize the same

benefits that you would enjoy from sharing printers. On a network, you can share e-

mail systems, modems, facsimile machines, data storage devices such as hard disks

and CD-ROM drives, data backup devices such as tape drives, and all network-

enabled software. When you compare the costs associated with sharing these

resources to the costs of purchasing them for each computer, the savings can be

enormous (Halsall, 2006).

Burgess (2004) indicates that a network enables you to save money on software.

Instead of buying separate copies of the same application for various machines, you

7

can purchase one copy with enough user licenses for your network. In large

businesses the amount of money saved on software is substantial

Finally, you will also be able to reduce your administrative overhead. On a computer

network, updates to software, changes in user information, and network security can

all be accomplished from one location. With standalone computers you would be

required to make these updates on each individual computer workstation (Bishop,

2002).

2.2.2 Streamlined Business Processes

A well-designed computer network produces benefits on several fronts: within the

company, between companies, and between companies and their customers. Within

the company, networks enable businesses to streamline their internal business

processes (Sloan, 2004).

Common tasks such as employee collaboration on projects, provisioning, and holding

meetings can take less time and be much less expensive. For example, a managing

editor, associate editors, writers, and artists may need to work together on a

publication. With a computer network they can work on the same electronic files,

each from their own computers, without copying or transferring files from a floppy

disk. If the applications they are using feature basic integration with the network

operating system (NOS), they can open, view, or print the same files simultaneously

(Halsall, 2006).

Herman (2005) suggests provisioning, the process by which companies give new

employees everything they need to get started (workstation, ID card, etc.), can be

automated on a network. The entire new employee‘s information can be entered into

one terminal, and various departments such as properties, payroll, and security will

receive that new information automatically. When an employee leaves the company,

the process can be reversed just as easily.

8

Networks also make holding meetings more efficient. For example, collaboration

software can search through a number of busy schedules to find time for a meeting—

including the schedules of employees at different locations. The meeting can be held

over the network through a teleconferencing session, thus eliminating the travel cost

for those employees at remote sites. The attendees can simultaneously view and edit

the same document and instantaneously view each other‘s changes as they are made.

Moreover, they can do this without worrying about accidentally changing or deleting

the work of others (Halsall, 2006).

2.2.3 Freedom to Choose the Right Tool

A networking solution that enables data and resource sharing between different types

or brands of hardware, operating systems, and communication protocols—an open

networking environment—adds another dimension to the information-sharing

capabilities inherent in computer networking. Open networking products enable you

to work on the type of computer best suited to your job requirements without

encountering compatibility problems. They also allow you to choose the system that

best works in your environment without sacrificing interoperability with other

companies‘ systems (Halsall, 2006).

The opposite of the open networking environment is the proprietary or homogeneous

environment in which only one vendor‘s products are used. Proprietary environments

tend to be most successful in small companies that do not require a wide range of

functions from their network. Medium- and large-sized companies, however, find that

one computing platform is often more appropriate for a particular task than another

(Verdú. 2000).

Savage (2005) indicates that in an open environment you can combine many kinds of

workstations and systems to take advantage of the strengths of each. For example,

Novell network users can use IBM personal computers (PCs) running any version of

Windows or DOS, Macintosh computers running a version of the Macintosh

9

operating system (OS), Sun workstations running the UNIX OS, and other types of

computers all on the same network. You can use the computer equipment best suited

to the work you do and your equipment will still be compatible with other systems.

Most important, it will be compatible with systems in other companies (Stallings,

2004).

2.2.4 Powerful, Flexible Collaboration between Companies

When two or more companies connect selected portions of their networks, they can

streamline business processes that normally occupy inordinate amounts of time and

effort and that often become weak points in their productivity. For example, a

manufacturing company that grants its suppliers access to the inventory control

database on its network can drastically cut down on the time it takes to order parts

and supplies. The network could be configured to alert suppliers immediately when

the manufacturer needed a new shipment, the purchase order could be automatically

generated, and authorization could be granted electronically—all over the network

(Verdú. 2000).

2.2.5 Improved Customer Relations

The most obvious way in which networks connect businesses to customers is through

the electronic store front—a Web site where customers can search for and order

products and services over the Internet. Many customers enjoy the convenience of

shopping at home, and many businesses enjoy the expense saved over maintaining

several physical ―brick and mortar‖ stores. But networks provide customers with

more benefits than simple convenience: they also make it easier for businesses to

customize services for each customer and to respond more quickly to customer

concerns (Savage, 2005).

Networks speed the flow and analysis of data so that businesses can determine which

products their customers want most at each of their physical stores, for example, or so

they can catalog and analyze customer complaints and make necessary improvements

10

faster and more efficiently. Companies that maximize the capacities of their networks

gather, analyze, and disseminate critical marketing information quickly, which can

give them an advantage over their competitors (Stallings, 2004).

2.2.6 Secure Management of Sensitive Information

Another significant advantage of computer networking is the ability to protect access

to network resources and files. A network that is properly designed has extremely

powerful security features that enable you to control who will have access to sensitive

data, equipment, and other resources. This control can be exercised over both your

own employees and those outside your company who access your system over the

Internet (Stallings, 2004).

2.2.7 Worldwide, Instantaneous Access to Information

If you choose a networking platform that offers a full suite of products—including

robust directory services—and one that supports open standards, you will be able to

securely connect heterogeneous computing equipment located at geographically

separated sites into one cohesive network. As a result, you will be able to disseminate

critical information to multiple locations anywhere in the world, almost

instantaneously (Wang & Zeitoun, 2005).

When you implement a business intranet, you can create or update information and

make it accessible to all company employees easily and immediately. With Web

publishing tools and a World Wide Web server running on your intranet you can

create or change any information, and you can have that information automatically

and instantaneously published on your Web server.

With access to your business‘s intranet and Web server, your employees will be able

to access any new or updated information from anywhere in the world within a few

seconds after it is published. The Internet provides the low-cost backbone for global

access to your intranet. Web browsers and other intranet tools make it easy for even a

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novice computer user to access the information and intranet resources they need

(Wang & Zeitoun, 2005).

Integrated, flexible information sharing, instantaneous information updating and

access, lower equipment costs, flexible use of computing power, and secure

management of sensitive information—these are the benefits of computer networking.

With a properly designed and implemented network, you increase efficiency,

productivity, and profitability (Verdú. 2000).

2.3 Network Management

Businesses rely heavily on their computer networks to provide high productivity and

to perform many services essential to making a profit. When their networks go down,

it usually costs them in loss of productivity and performance, and the larger the

company, the greater the loss. For some global companies, network downtime is so

critical that it can mean millions of dollars of profit loss for each downtime hour and

even, in some cases, for each downtime minute. Hence, it is something of an

understatement to say that good network management is important to modern

businesses, no matter how large or small their networks (Verdú. 2000).

To appreciate what it means to manage a network, you need to understand that

networks, regardless of size, are almost always in a state of growth and change. You

must accept that eventually all network components will fail. You must also accept

that users can and will make mistakes that damage workstation configurations and

server files, and that workstations, printers, and servers will need to be added or

removed. In addition, new applications will be added, existing applications will be

upgraded, bandwidth requirements will increase, and networking technology itself

will change, requiring you to phase-out chunks, segments, and sometimes even the

whole of the old networking technology (Verdú. 2000).

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Most literature on network management will list five key areas for network managers

to focus on, as recommended by ISO: Fault management, Configuration management,

Performance management, accounting management and Security management

(Verdú. 2000).

2.3.1 Fault Management

Fault management involves quickly identifying network problems and taking steps to

isolate them. This includes the proper notification of responsible parties when

network components fail. For instance, with the right equipment you can set up your

network to send you a pager notice when a network problem occurs. You can even

have the system display specific codes on your pager that identify the server or other

network component involved.

2.3.2 Configuration Management

Configuration management involves changing network and user configurations in

order to optimize network performance and productivity. This is closely tied to fault

management, which often employs the technique of changing configurations to

isolate network faults.

2.3.3 Performance Management

Performance management involves tracking important network occurrences such as

processor and RAM usage levels, disk access requests, usage of specific programs,

and data packets being sent and delivered across the network. This data is then used

to project future network upgrade requirements as well as to troubleshoot network

performance problems (Verdú. 2000).

2.3.4 Accounting Management

Accounting management means tracking and billing network users for the software

and other services that they use. This has become a serious issue, with some

13

companies being taken to court and paying fines for not having purchased enough

software licenses for the number of users actually using the software.

2.3.5 Security Management

Security management involves protecting your network from unauthorized access to

critical business data or system resources. Safeguards must be installed to ensure the

integrity of your network. This issue becomes even more complex when you connect

your network to the Internet. Without some sort of security your network and all of its

data and resources are vulnerable to unauthorized access. Because of the widespread

use of computer networks and the increased dependence of most businesses on their

networks, network security issues have become paramount. Network management

solutions are incorporating a broad range of security features to further ensure the

security of computer networks.

Network security technology can be roughly divided into two categories: those that

protect against unauthorized access from within (employees or other recognized

network users) and those that protect against access from without (hackers,

unauthorized Internet intrusions, viruses). Authentication is the most common

security measure used to protect networks against access to sensitive information

from within (Verdú. 2000).

Authentication involves the use of user passwords and rights. When on a network you

are given a password that allows you to log on to the network. In addition, you are

assigned rights to specific network resources. If you are not given specific rights to a

restricted resource, you are not allowed to access the resource.

14

2.4 Conceptual Framework

Figure 1: Conceptual Framework

Source: Own Conceptualization (2013)

The conceptual framework was based on the role of computer networks in use and

management of information in Kenya Ports Authority. Y, the computer networks system is

the instigator which brings about Z via X. The outcome Z can be the advantages or

disadvantages depending on Y, how well the computer network structure is laid. If Y is well

placed and effective then the outcome Z will be advantageous but if it is not well placed and

ineffective then it will lead to the contrary.

INDEPENDENT

VARIABLE (X)

INTERVENING

VARIABLE (Y) DEPENDENT

VARIABLE (Z)

Roles

Resource sharing

Streamlined processes

Freedom of choice

Collaboration

Improved customer

relations

Secure management

Instantaneous access

Computer networks

Advantages

Sharing of files

Sharing of resources

Support communication

Supports backup

Disadvantages

High installation costs

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CHAPTER THREE

3.0 RESEARCH DESIGN AND METHODOLOGY

3.1 Introduction

This chapter highlights how the researcher gathered, organized, compiled and

analyzed data in relation to the problem in question. It therefore comprises of sub-

sections namely research design, target population, sampling design and procedure,

data collection instruments and procedure, data analysis and presentation as well as

validity and reliability of research instruments.

3.2 Study Design

The research design adopted for this research was a case study. This was convenient

and conducive since the research involved an in-depth study of an entity. It was

relevant because the study focused on one single subject, Kenya Ports Authority in

Mombasa. The study took a period of 4 months from May to August 2012.

3.3 Target Population

The target population of this study was the 20 employees of Kenya Ports Authority in

Mombasa. The target population was selected to be the sample size to be studied.

3.4 Sample Design

Due to the small size of the target population census sampling design was used to

select respondents.

3.5 Data Collection Instruments and Procedure

The study utilized the use of observation schedules; interview guides and document

analysis for data collection as this were considered to give a variety of responses.

16

3.5.1 Observation schedules

The researcher opted for this data collection instrument as well because the research

did not only entail human beings but also machines hence hawthorn effect was not

experienced. The researcher observed activities of the organization and the roles

computer networks played in use and management of information in the organization.

3.5.2 Interview guides

A standardized open-ended interview and a general interview guide approach were

followed when conducting interviews with interviewees (Patton 1990). This approach

was chosen because it gave an overview of the kind of experience that was found in

the organization. It was also through the interview that the researcher got a broad

picture of the organizational operations. It was chosen as it gave the interviewees the

possibility to elaborate on issues they felt were important to discuss and had

knowledge in.

3.5.3 Document analysis

It involved analyzing network documentations which included: wiring schematics,

physical network diagrams, logical network diagrams, baselines, policies and

procedures, organization‘s journals, and the organization‘s website www.kpa.co.ke

3.6 Data Analysis Methods

To ensure easy comprehension of the study findings the data was analyzed for clarity

and Relevance and corrective measures were undertaken. Simple analytical tools such

as Microsoft excel were used together with descriptive statistics. The data was

presented in Form of frequency distribution tables, pie charts, percentages and graphs.

Thereafter, Discussions followed immediately explaining on the same.

17

CHAPTER FOUR

4.0 PRESENTATION OF FINDINGS

4.1 Introduction to Data Analysis

After the research was conducted and data collected, the finding were analyzed,

summarized and presented inform of tables, graphs and pie charts. The expected

sample population was 20 and all were successfully recorded and handed in for

analysis. This was 100% response rate.

4.2 Gender Balance

The researcher sought to find out the respondents‘ gender. The researcher found out

that from the 20 respondents, majority were male who constituted 60% while the rest

were female who constituted 40%. This implies that most of the employees in the

organization are male although management has tried to lessen the gap between the

two genders by employing more female employees hence making the organization

more gender sensitive.

Gender Balance

60%40%

Male

Female

Figure 2: Gender of the respondents

Source: Research Data (2013)

18

4.3 Distribution of Respondents by Age

The researcher sought to find out the ages of the respondents. The study showed that

10% of the respondents were in the age bracket of less than 30 years, while 30% were

in the age bracket of 30-39 years. Bracket 40-49 years had a percentage of 50%.Less

of the employees were 50 years and above as this age bracket had a percentage of 10.

Kenya Ports Authority is looking forward to recruiting a youthful workforce as this

brings vibrancy and more innovations to the organization. A youthful workforce

brings with it creativity and passion to an organization, which in turn if tapped wisely

can positively influence the business performance of the organization.

Table 1: Age of the respondents

Age Frequency Percentage

(%)

Less than 30 years 2 10

30 – 39 years 6 30

40 – 49 years 10 50

50 years and above 2 10

Total 20 100

Source: Research Data (2013)

4.4 Education Level of Respondents

The researcher sought to find out the education level of respondents. From the study

it was deduced that majority of the respondents, that is, 50% were graduates, while

35% of the respondents had attained a diploma, whereas only 15% of the respondents

had certificate education. None of the respondents had attained only primary level of

education. This implied that the organization employed starting from those who had

attained certificate level of education and upwards. From this we can deduce that

most of the employees of the organization are learned and provide a better

19

understanding of any instructions issued. It also means that meaningful

communication in the organization is easy since they can understand eac other better

on a professional level. Training also does not require a lot of time and effort since

those to be trained are in essence quick learners. For this the organization

performance is at par and conforms to what the organization expects.

E duc ation15

35

50

Certificate

Graduate

Diploma

Figure 3: Respondents level of education

Source: Research Data (2013)

4.5 Working Experience

The researcher sought to find out the duration of time the respondents had spent in the

organization. The study revealed that most of the respondents represented by 50%

had worked in the organization for 15 years and above. Those respondents who

worked for between 11-15 years followed and were represented by 25%, while 15%

of the respondents had worked in the organization for 6-10 years, and finally, those

who had worked for less than 5 years formed 10% of the respondents. This indicated

that most of the organization‘s employees were old in terms of years spent in the

organization implying that management preferred to have employees that were more

20

familiar to how things were done and have great experience. This makes the hard

work of continuously reminding personnel of the mission and vision and of how

strategies are to be performed easier. It also makes training easier and ensures the

organization continuously keeps its knowledgeable group of employees.

10%15%

25%

50%

0%

10%

20%

30%

40%

50%

L es s than 5years

6 -10 years 11 -15 years More than 15years

S tay in the Org anization

Figure 4: Stay in the organization

Source: Research Data (2013)

4.6 To find out the network structure of Kenya Ports Authority.

The KPA Network is a 3- tier architecture encompassing the Core, Distribution and

Access layer. The Core layer consists of two Catalyst 6506 switches configured on

Hot Standby Routing Protocol (HSRP). Distribution layer (POP) utilizes Catalyst

4506 series switches. They are 7 in number and are configured to offer DHCP with

respective IP segments. The Access layer utilizes 3560G series of switches with

10/100/1000 Base T and are spread across the Campus. The switches are PoE enabled

and can support all PoE enabled devices. 10 VLans have been configured;

Management, Core, Server and for each POP switch, with EIGRP as the routing

protocol. The Core, POP and Access switches are connected by Optic Fiber links with

Cat 5e and 6 used for the structured cabling connecting end user equipment to the

21

Access switches. Security has been enhanced with the inclusion of Intrusion

Detection and Firewall Modules, VPN Security Management and Access Control

Security Server. LAN Management Server has also been installed for management

and monitoring of the network. Fault tolerance and redundancy is provided for

through the incorporation of 8 outdoor antennae and wireless access points to all the

POPs. WAN connectivity is through the faraway VSAT technology links on Cisco

2800 Series routers connecting Nairobi, Kisumu and Kampala. This model and brand

of routers is QoS enabled. See the IP Table and Schema below.

Table 2: IP Table

Source: KPA Networks

VLANs Configured

VLAN Description IP Segment

1 Management 192.168.2.x

2 Server 172.16.1.x

3 Core Access 10.3.0.x

4 RORO 10.4.0.x

5 Port Account 10.5.0.x

6 CEME 10.6.0.x

7 Block 3 10.7.0.x

8 Block 2 10.8.0.x

9 Block 1 10.9.0.x

10 KIPEVU 10.10.0.x

22

Figure 5: IP Schema

Source: KPA Networks

23

Figure 6: KPA Network Structure

Source: KPA Networks

4.7 To find out the network objectives in the organization.

4.7.1 Evolve Customer Service to Improve Customer Loyalty

Every customer service interaction presents an opportunity to improve your

relationship with your customers. Improved relationships lead to opportunities to

enhance your brand, build loyalty, and growth revenues. This can help your

organization:

i) Solve customer problems more quickly

ii) Forge deeper, longer relationships with your customers

24

iii) Attract new business

iv) Fulfill more orders

These solutions let you evolve from standard customer service to create more

interactive and collaborative relationships with customers. This can help, not only to

improve the quality and efficiency of interactions, but to differentiate your

organization from competitors. Customer satisfaction can be improved in the

following ways:

Enhance productivity - Offload routine tasks to an automated self-service model by

phone or online. Provide agents with a modern web-based dashboard to consolidate

information sources into a single view, supporting home or mobile work options and

simplifying workstations.

Solve problems faster - Provide customer service staff with the right information at

the right time, monitoring workflow, accelerating teamwork to shorten resolution

time, and proactively addressing quality questions.

Forge stronger relationships - Deliver personalized interactions through customer

relationship management (CRM) integration; build trust and intimacy through

frequent video communications, and interact proactively through social customer

care.

Attract new customers and retain existing ones - Monitor social media to increase

your sales pipeline, collaborating virtually to qualify prospects, and using employee

expertise to convert leads.

4.7.2 Increase Productivity

Accelerate decision making, build trust within and beyond the organization, and

promote innovation. As we move from transactional worlds to more collaborative

25

working environments, we need new communication capabilities to support

intelligent collaboration. Implementations of collaboration solutions can simplify

communications and shorten decision cycles by bringing people and information

together more efficiently.

i) Enhance revenue opportunities and competitive advantage

ii) Streamline product development and bring products to market more quickly

iii) Shorten the sales cycle and directly benefit overall profitability

Collaboration Use Cases

Explore how collaboration implementations can help you increase productivity.

Primary Use Cases for Improving Productivity

Enable Meetings with Remote Participants: Speed decision making by using web

conferencing, so employees, partners, and customers from multiple locations can

meet any time, from anywhere.

Incorporate Video into Meetings: Improve communications, relationships, and

productivity by enabling people to meet face-to-face over distance.

Enable Mobile Workers and BYOD: Give employees the flexibility to work

wherever they are most effective using personal or company-issued mobile devices as

a highly secure extension of your enterprise network.

Create Communities and Team Workspaces: Create shared workspaces where

virtual teams can interact and collaborate on interdependent tasks.

Secondary Use Cases for Improving Productivity

Collaborate with External Organizations: Easily share information, interact in real

time, and communicate across channels beyond email and telephone.

Extend Telephony with Video: Help enable the benefits of face-to-face video

communications directly from your phone or softphone system.

Collaborate from Within Business Applications: Access voice, video, IM, presence,

voice mail, and conferencing directly from the business applications you use most

often instead of switching platforms.

26

4.7.3 Control Costs

Reduce costs by simplifying technology while extending more flexible collaboration

options to employees. Businesses are consistently challenged to evaluate ways to

control costs while addressing business needs through technology. It is important to

build in sufficient flexibility to accommodate new developments as your needs

evolve. You want to extend the value of your existing IT investments, establish

immediate value, and promote user adoption. As the work environment evolves with

mobile work styles and device choices, so do the options for using technology to

improve the bottom line. You can still improve collaboration while reducing the total

cost of IT ownership and adapting more quickly and flexibly to change.

Collaboration Use Cases

Explore how collaboration implementations can help you control costs.

Primary Use Cases for Improving Cost Control

Consolidate Communications Infrastructure: Bring together voice, video, and data

into a single IP network to simplify management, reduce costs, and support effective

communications.

Create Flexible Work Areas and Office Space: Scale office space and reduce real-

estate costs while creating work areas that foster employee inclusiveness,

collaboration, innovation, and teamwork.

Deliver Rich Media for Virtual Desktops: Save employee equipment costs by

deploying flexible, highly secure desktop virtualization without giving up the user

experience of voice and video.

Secondary Use Cases for Improving Cost Control

Support Mobile Workers and BYOD: Make is easier for employees to work where

they're most effective using personal or company-issued mobile devices as a highly

secure extension of your enterprise network.

Incorporate Video into Meetings: Improve communications, relationships, and

productivity by helping people meet face-to-face over distance.

27

Support Teleworkers & Branch Offices: Give employees secure access from

multiple locations, whether satellite offices, home offices, or when traveling.

Deliver Online Events & Training: Broadcast live and on-demand events, meetings,

seminars, and training so employees, customers, and partners can attend where and

when they need to.

Provide Multichannel Customer Service: Move past typical customer interactions to

increase customer loyalty through more interactive and collaborative relationships.

4.7.4 Support Innovation and Growth

Implement collaboration solutions to accelerate the development of new ideas to

support new products, process improvements, or growth.

Improving productivity and creativity to support innovation takes on greater

relevance during tough economic times. Cost and efficiency improvements can

achieve only so much. Eventually you need to identify new sources of revenue

growth and market share.

Newer forms of interaction have the potential to foster new levels of collaboration.

Together, empowerment and engagement are mutually powerful elements that can

improve both individual and collective performance, leading to innovation that

creates sustainable competitive advantage.

Collaboration Use Cases

Explore ways to increase and support innovation and growth.

Primary Use Cases for Supporting Innovation and Growth

Collaborate with External Organizations: Share information, interact in real time,

and communicate across channels beyond email and telephone.

Extend Telephony with Video: Meet face-to-face for more effective communications

directly from your phone or softphone system.

Collaborate from within Business Applications: Access voice, video, IM, presence,

voice mail, and conferencing directly from the applications you use most often.

Secondary Use Cases for Supporting Innovation and Growth

28

Create Communities and Team Workspaces: Create workspaces where virtual teams

can share information, interact, and collaborate.

Enable Mobile Workers and BYOD: Using mobile devices as a highly secure

extension of your network.

Locate and Access Remote Experts: Identify and use high-quality audio and video to

connect with experts whenever and wherever they are needed.

Monitor Social Media: Provide real-time proactive response through customers'

chosen channels to generate greater loyalty and brand preference.

Incorporate Video into Meetings: Improve communications, relationships, and

productivity by adding video to online meetings.

4.7.5 Improve Employee Engagement

The more connected your employees feel, the easier it is for them to support the

organization's objectives. As the work environment becomes more mobile and

dispersed, it's challenging to keep employees fully engaged. This engagement is both

social and logistic: Employees need trusted connections with executives, managers,

and peers, as well as access to the tools and information necessary to do their jobs,

collaborate with others, and develop their skills. That is; Employees view career

development, training, and opportunities to apply their talents as top factors in job

satisfaction. Trust in executives appears to have more than twice the impact on

engagement that trust in immediate managers does. Engaged employees stay for what

they give to the organization, whereas the disengaged stay for what they get from the

organization. Executives have to demonstrate consistency in words and actions,

communicate often in depth, and align business practices and behaviors throughout

the organization.

Collaboration Use Cases

Explore ways to increase and maintain employee engagement.

29

Primary Use Cases for Improving Employee Engagement

Support Teleworkers and Branch Offices: Encourage employees to work with highly

secure information access from multiple locations, including satellite or home offices or

when traveling.

Deliver Online Events and Training: Broadcast live and on-demand events, meetings,

and training so all employees have access to the same information, where and when they

need it.

Incorporate Video into Meetings: Improve communications, relationships, and

productivity by facilitating face-to-face meetings over distance.

Secondary Use Cases for Improving Employee Engagement

Extend Telephony with Video: Access face-to-face video communications directly from

your phone or softphone system.

Enable Mobile Workers and BYOD Access: Encourage employees to work where they're

most effective using personal or company-issued mobile devices as a secure extension of

your enterprise network.

Create Communities and Team Workspaces: Create workspaces where virtual teams can

share information, interact, and collaborate.

Create Flexible Work Areas and Office Space: Scale office space while creating work

areas that foster employee inclusiveness, collaboration, innovation, and teamwork.

4.8 To find out how the network is managed and monitored in the organization.

Network performance technologies have evolved to support today‘s complex networks.

OpManager helps you get the visibility and control you need to manage your network.

4.8.1 Monitored using OpManager

OpManager is a powerful fault and performance management tool for the network,

because it allows you to

i. Resolve network outages quickly, leverage SNMP traps & Syslogs

ii. Understand application performance & how it impacts the network

30

iii. Troubleshoot WAN Latency Issues with Cisco IP SLA

iv. Analyze WAN traffic using Cisco Net flow

v. Automate Network Change and Configuration Management

vi. Monitor and troubleshoot VoIP performance

vii. Visualize your network with rich and customizable maps

4.8.2 Benefits of Monitoring your Bandwidth

Builds a Smarter, Safer Network - A net flow data analysis allows you to get in-

depth visibility into network traffic so you know how your bandwidth is being used at

all times. A net flow data analysis can be taken at any time and gives you the ability

to see the traffic, application, source, destination, conversation, and etc. of your

network.

Faster trouble shooting - Continuous, 24x7x365 bandwidth monitoring is key to

maintaining a healthy network. Alarm points are visible through a network data

analysis for faster strategy planning.

Assists in diagnosing network issues - A network data analysis allows you to notice

threshold violations before they become service impacting issues. Seeing threshold

violations sooner allows you to respond to them quickly and quietly.

4.8.3 Developing a Proactive Monitoring Plan in 3 Simple Steps

You can develop a proactive monitoring plan for your organization that discovers

network issues before they become service impacting problems by considering 3 key

objectives: purpose, scope and methodology.

i. Purpose. Why are you monitoring? A simple way to answer this question is to

consider how your business is directly affected by your technology. If you had a

technology blackout, how would your business is impacted? Consider key users of

your technology and how it impacts factor such as customer experience, profitability

and employee productivity. The establishment of a specific purpose will give your IT

department a common mission and allow them to deliver measurable results.

31

ii. Scope. What are you monitoring? A simple way to answer this question is to

consider which areas of your business are most impacted by the use of your

technology. How long can your business sustain a technology outage? Establishing a

reasonable scope for your monitoring plan will ensure that you develop a plan that

suits the needs of your organization.

iii. Methodology. How will you implement your monitoring plan? Establishing a

clearly defined escalation plan will ensure that problems are taken care of by the

right people at the right time. This is a key component of proactive monitoring.

It is the ‗now what‘ when alarms and issues present themselves.

4.8.4 Network Security

In terms of network security KPA has installed, configured and implemented

the following;

i) Deploying Cisco ASA Firewall Solutions.

ii) Deploying Cisco ASA VPN Solutions.

iii) Securing Networks with Cisco Router and switches.

iv) Implementing Cisco Intrusion Prevention systems.

4.9. To find out the benefits and challenges encountered in the use and management

of the network system.

4.9.1 Benefits

i) Reduced downtime as troubleshooting and problem mitigation can be achieved in-

house, hence guaranteed business continuity.

ii) Increased productivity and value for money for the Authority due to in house

network security monitoring, performance gauging, optimization and maintenance

of the Cisco ASA 5585X

iii) Ease and cost effectiveness of future deployments as network personnel will be

adequately trained on installation and deployment of security devices.

iv) Elimination / reduction of consultancy costs and increased system availability

32

4.9.2 Challenges

i) Creating a Scalable Growth Strategy - Time is never an ally for a technology

department. Bad timing can result in growth opportunity loss. In order for IT

professionals to seize growth opportunities, they face the challenge of staffing

optimization. It is often too expensive to scale to the staffing and training

required for both maintaining service levels and supporting new growth

initiatives.

ii) Improving Customer Service - Forcing customers to wait for availability lowers

customer satisfaction. The availability of live, real-time support increases first

call resolution, time to resolution averages, and other Key Performance Indicators

by which IT departments are accountable for results. Since customer satisfaction

directly affects productivity, improvements in client service are imperative.

iii) Meeting SLA Requirements - Service Level Agreements (SLA‘s) are

fundamental to effective service provision. They provide the basis for managing

the relationship between the service provider and the customer. The lack of

effective 24x7x365 live support often results in lost opportunities.

iv) Efficient Use of Resources - An IT department‘s engineering staff should focus

on projects, not routine maintenance. IT leaders are faced with the challenge of

how best to balance their human capital, customer needs and relationships, and

expertise to encourage business growth.

v) Proactive Customer Support - Break/Fix methods are reactive and technology

issues can worsen without effectively determining the root cause. Waiting until

the technology breaks often makes the problem worse. By actively monitoring

technology and analyzing trends an organization can isolate problems before they

become service impacting issues.

33

CHAPTER FIVE

5.0 SUMMARY OF FINDINGS/DISCUSSIONS, CONCLUSIONS AND

RECOMMENDATIONS

5.1 Introduction

The purpose of this study was to find out the role of computer networks in use and

management of information in organization, Kenya Ports Authority in Mombasa.

5.2 Summary of Major Findings

After the analysis was carried out the study established that computer networks do

play a very major role in the use and management of information in organizations as

established by the findings. Whether small or big, any organization using a well-

established computer network system will go far as far as competition is concerned.

These organizations will have competitive advantage in communication between its

staffs in all its branches; sharing of resources such as printers, scanners etc. hence

saving on costs; central administration of resources and manpower ensuring there is

security of information; easy monitoring of activities – ensures that personnel and

employees are rewarded as par their true performance and tasks are performed

efficiently and effectively.

5.3 Answers to Research Questions

5.3.1 The Network Structure of the Organization

KPA has a WAN which is a link of the LANS of its branches in Mombasa, Nairobi,

Kisumu and Kampala. The KPA LAN Network is a 3- tier architecture encompassing

the Core, Distribution and Access layer.

The organization embraced a 3-tier architecture because of various reasons which

include: the contents of any of the tiers/layers can be replaced without making any

changes in any of the others. For example a change from one DBMS to another will

only involve a change to the part in the data access layer; it also has better wait

balancing system because the entire workload is divided; and security policies can be

imposed without affecting the clients.

34

5.3.2 The Network Objectives in the Organization

The research showed that computer networks help realize the following objectives.

They include evolving customer service, increasing productivity, controlling costs,

supporting innovation and growth plus improving employee engagement. Achieving

these objectives ensures that an organization is at its par in its business activities.

5.3.3 Management and Monitoring of the Network in the Organization

The main tool that KPA uses to manage and monitor its network system is the

OpManager. OpManager is a powerful fault and performance management tool for

the network. Due to its vast array of benefits it is best suited for the job. In monitoring

and management of a network system the following checkpoints are observed in

solving a network issue:

1. Keep it simple. Start your plan of attack by combing through basic function

key points. Many significant issues are caused by simple human error (i.e.:

misconfiguration, a mistaken key press, or even a misspelling). Although this

takes time, you will save money in the long run.

2. A picture is worth a thousand hours. Before beginning any analysis, start

with a visual solution diagram. This ensures a systematic solution plan and

keeps your solutions team focused.

3. Start at one end and work your way out. Diagnosing broken fiber (especially

when broken in multiple places) can be complex and time consuming. Never

start in the middle. And don‘t jump around from one place to another. Be

patient. Starting at one end will always find both issues.

4. Most importantly, people, not machines solve system problems. The most

complex, expensive correlation analysis engine is limited when it comes to

actually fixing the problem. It is imperative to have a team of people

dedicated to fixing the problem in a smart, systematic process.

35

5.3.4 Benefits and Challenges Encountered by the Organization in the Use and

Management of the Network Systems

The study showed there were both benefits and challenges resulting from the use of

network systems in the use and management of information. Reduced downtime,

increased productivity and value for money, ease and cost effectiveness of future

deployments, and elimination / reduction of consultancy costs and increased system

availability were the benefits the study highlighted; whereas, creating a scalable

growth strategy, improving customer service, meeting SLA requirements, efficient

use of resources and proactive customer support were the challenges.

5.4 Conclusions

The study concludes that computer networks are important in use and management of

information. An organization can either prosper or fall according to how effectively

and efficiently it uses its computer network system. Any organization that wants to

have an edge in the industry and over its competitors must embrace this technology

and establish a computer network system that compliments its operations.

Organizations should also be aware that establishing computer networks is not the

end. They should also establish a training program to ensure that its personnel are

trained on how to interact and maintain the computer network system. Having a

computer network, be it the best does not mean that it will propel the organization to

great heights. Those interacting with it should be well trained and understand the

computer networks and hence through their effort and the effectiveness and efficiency

of the computer network system provide the organization with an edge. The

organization must also have policies and guidelines for its employees on how to

interact with the computer network system.

36

5.5 Recommendations

In my experience, monitoring software is best utilized by a motivated and well

managed IT staffs. The organization should ensure that its IT department is well

equipped with network staff and should have enough hardware and software to ensure

that their network system is powerful because the more powerful the system the more

efficiency and effectiveness and the lesser the costs incurred.

The government should also embrace this type of technology in that way it will

ensure that most organizations get the desired software and hardware for their system

by being in the front of the pack in ensuring that the country is up to date on the best

technology out there. It should relax taxation on these types of products to ensure

organizations can get them availably.

5.6 Suggestions for Further Study

There is a need for further study on the same but in different organizations in

different places to see if similar results could be achieved. As technology continues to

flourish, it is only right that a research be carried out on how new innovations and

technologies are affecting the direction computer network systems are taking

37

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