---
title: "CSFs and change management"
subject: "Information System"
chapter: 6
key: "semester_8/information_system:critical-success-factors-change-mgmt"
source: https://www.bctengineer.com/q/semester_8/information_system/critical-success-factors-change-mgmt
site: BCT Engineering
---

# CSFs and change management

Information System · Chapter 6: Implementations of Information Systems

- Asked in: 2074 Bhadra, 4+4 marks
- Answer checked by Claude Opus 5.5 (high effort) on 2026-10-14
- Page: https://www.bctengineer.com/q/semester_8/information_system/critical-success-factors-change-mgmt
- Whole chapter: https://www.bctengineer.com/md/semester_8/information_system/chapter-6

## Question

What is critical success factors? Explain with example. What are the factor one needs to take for successful change management in an organization?

## Short answer

Critical success factors are the few key areas where things must go right to achieve goals; for an online bookstore, examples are website availability and fast delivery. For successful change management, factors include strong leadership, clear vision, full communication, user involvement, training, careful planning, and dealing with resistance.

## Answer

#### Critical Success Factors (CSFs)
**Critical success factors** are the few key areas where things must go right for an organisation, project or manager to achieve its goals. If these are not satisfactory, the goals will not be achieved. The idea was developed by John Rockart.

**Example:** For an online bookstore, CSFs are website availability, fast delivery, secure payment and a wide stock of books. For a new ERP implementation the CSFs are top management support, clear objectives and user training. The information system should provide data to monitor each CSF, for example delivery time per order.

#### Factors for successful change management
1. **Strong leadership and sponsorship:** top management communicates and supports the change.
2. **Clear vision and objectives:** people know why the change is needed and what the benefits are.
3. **Effective communication:** open, regular, two-way.
4. **User involvement and ownership:** users take part from planning to testing.
5. **Training and support:** proper training before and help after go-live.
6. **Careful planning:** realistic schedule, budget, risk plan and phased rollout.
7. **Dedicated change team** and change champions.
8. **Dealing with resistance:** listen, negotiate and address fears.
9. **Rewards and recognition.**
10. **Monitoring and feedback:** measure results, fix problems and sustain the change.
11. **Fit with organisational culture.**

## Check yourself

The answer's key points as multiple-choice questions, with the correct option and why.

1. What are critical success factors?
   A. All tasks in a project
   B. The few key areas where things must go right for goals to be achieved
   C. Random metrics
   D. Financial reports only
   Answer: B. CSFs are the few key areas that must go right; the idea is attributed to John Rockart. (Key point: CSF definition)

2. For an online bookstore, which is a CSF?
   A. Office wall colour
   B. Website availability, fast delivery and secure payment
   C. Number of chairs
   D. Employee birthdays
   Answer: B. These are the areas that must go right for an online bookstore. (Key point: CSF example)

3. Which factor requires top management to communicate and support the change?
   A. Strong leadership and sponsorship
   B. Rewards
   C. Monitoring
   D. Culture fit
   Answer: A. Leadership and sponsorship means top management communicates and supports the change. (Key point: Leadership)

4. Why include monitoring and feedback in change management?
   A. To measure results, fix problems and sustain the change
   B. To stop the change
   C. To avoid communication
   D. To hide problems
   Answer: A. Monitoring measures results and sustains the change. (Key point: Monitoring)

## Related in Information System

- [CSFs and sources of CSFs](https://www.bctengineer.com/question.md?key=semester_8%2Finformation_system%3Acsf-sources-implementation) — Information System, chapter 6
- [CSFs of IS implementation](https://www.bctengineer.com/question.md?key=semester_8%2Finformation_system%3Acsf-is-implementation-exposure) — Information System, chapter 6
- [Importance of change management](https://www.bctengineer.com/question.md?key=semester_8%2Finformation_system%3Achange-management-importance-tactics) — Information System, chapter 6, asked 2×
- [Change management, CMMI and CMDB](https://www.bctengineer.com/question.md?key=semester_8%2Finformation_system%3Achange-management-cmmi-cmdb) — Information System, chapter 6
- [Electronic organization and EMS](https://www.bctengineer.com/question.md?key=semester_8%2Finformation_system%3Aelectronic-organization-ems) — Information System, chapter 3

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