Date of Conferral
2022
Degree
Doctor of Business Administration (D.B.A.)
School
Management
Advisor
Ron Black
Abstract
Information technology infrastructure library (ITIL) business leaders lack strategies for implementing critical success factors (CSFs) to promote organizational effectiveness and project success. As a result, ITIL leaders may experience less project success if CSF strategies are not effectively implemented. Grounded in the balanced scorecard (BSC) theory, this qualitative multiple case study aimed to explore strategies ITIL business leaders use to implement CSFs successfully to improve organizational efficiency for project success. The participants comprised five ITIL business leaders in the financial industry located in the southwestern region of the United States who successfully implemented strategies to implement CSFs to improve organizational efficiency and project success. Four themes emerged from thematic analysis of the data: organizational performance-CSF metrics, risk, quality, and business development. A key recommendation is for business leaders in financial industries to use CSFs to identify process areas that improve organizational performance for business alignment, customer satisfaction, and better product or service quality. The implications for positive social change include better working conditions for process improvement workers, employment longevity, healthy working relationships, and job satisfaction leading to community improvement that ultimately benefits citizens.
Recommended Citation
Williams, Sherri L., "Strategies for Implementing Critical Success Factors for Improving Information Technology Information Systems’ Performance in Financial Organizations" (2022). Walden Dissertations and Doctoral Studies. 13904.
https://scholarworks.waldenu.edu/dissertations/13904
