Information systems/information technology success and evaluation : an evaluation framework and general practitioner model
The main goal for IS/IT projects is the successful and timely delivery which meets their planned performance and objectives. However, IS/IT projects frequently fail. It has been reported that, on average, IS systems are delivered one year behind schedule, only I% of projects finish on time and within budget. This highlights the need for a model capable of determining the state of readiness of organisations prior to their implementation of an IS/IT project. This model should be able to show the way of improving organizational readiness to increase the likelihood of a successful implementation of such a project. In spite of the recognition of the main factors which can affect the success of IS/IT, tools do not exist that addresses those factors in an integrated manner. The primary aim of this research is to produce a general practitioner measurement tool that assists organisations in identifying the readiness gap before the initiation of a new ISAT project, and suggests guidelines for improvements. This research is also concerned with the establishment of an evaluation framework for ISAT. This framework presents a measurement of the success of IS/IT projects at the business level. Both the evaluation framework and the general practitioner model would help organizations to predict the level of success of IS/IT projects in meeting their business objectives. In order to achieve the aims and objectives of this research a thorough review of previous related literature from different disciplines was carried out in order to first build the IS/IT evaluation framework. The literature covered fields such as IS/IT success literature, organisational effectiveness, strategic planning, communication thcories, marketing, maturity models and ISAT measurement. The framework was then verified and modified by an exploratory field work in nine organisations from which the general practitioner model was established. To verify and test the model, qualitative non-experimental approach was conducted using in-depth case studies in four different organisations utilising triangulation of data collection methods that uses observation, structured interviews, unstructured interviews, historical data collection, and document review.