A Review Of The Critical Success Factor Method Using Insights From An Interpretive Case Study

Abstract

The Critical Success Factor (CSF) method has been adopted for numerous research studies in Information Systems (IS) since it was first proposed by John Rockart thirty years ago. This paper provides a review of Rockart’s original CSF method, synthesizing its primary contributions, criticisms and subsequent adaptations. The paper then discusses insights gained from the application of an adaptation of the CSF method in a large interpretive case study investigating a multi-national information technology (IT) service organization and a cross-organizational focus group with representatives from five comparable organizations. These insights provide valuable guidance to researchers who may consider using the method in future case study-based research.

Keywords:

• Critical Success Factors
• Methodology
• IT support services
• Web-based Self-service
• Knowledge Transfer

Additional information

Notes on contributors

Vanessa A. Cooper

Dr. Vanessa Cooper is a lecturer in Knowledge Management at the School of Business Information Technology, RMIT University, Melbourne, Australia. She has also lectured at the University of Tasmania and Deakin University in a wide range of Computing, Information Systems and Business courses. Vanessa has worked as a Systems Engineer in the IT services industry in both Australia and the UK, which first sparked her interest in the provision of remote after-sales IT support services and the role of knowledge transfer in this context. Her research has investigated IT services, knowledge management, organizational learning, relationship management, electronic business and more recently, Green IT. She is particularly interested in how theories of knowledge management and organizational learning can be applied in organizations to more effectively deploy IT services to reach business objectives.