Critical success factor analysis for information systems performance measurement and enhancement

The stepwise implementation of the CSF process over a one year period in a university information systems organization is described, using the nominal group technique for eliciting and refining CSFs by area.

Abstract

The application of the Critical Success Factor (CSF) process as a performance measurement and enhancement device is described in this study. The stepwise implementation of the process over a one year period in a university information systems organization is described. The procedure, using the nominal group technique for eliciting and refining CSFs by area is described. Measurement issues are discussed, along with the establishment of performance standards. For CSFs that could not be measured by hard data, a detailed survey was developed. The survey model is described and the survey itself is presented. Case examples of actual behavior change (performance improvement) due to the use of CSFs are given. Finally, guidelines for the use of the CSF procedure in other Information Systems (IS) organizational contexts are discussed and prescriptive recommendations are presented.