--- title: "CSFs of IS implementation" subject: "Information System" chapter: 6 key: "semester_8/information_system:csf-is-implementation-exposure" source: https://www.bctengineer.com/q/semester_8/information_system/csf-is-implementation-exposure site: BCT Engineering --- # CSFs of IS implementation Information System · Chapter 6: Implementations of Information Systems - Asked in: 2073 Bhadra, 8 marks - Video: [Critical Success Factors For Implementing a New ERP System](https://www.youtube.com/watch?v=jlgRuiTXmsE) — Qixas Group - Answer checked by Claude Opus 5.5 (high effort) on 2026-10-14 - Page: https://www.bctengineer.com/q/semester_8/information_system/csf-is-implementation-exposure - Whole chapter: https://www.bctengineer.com/md/semester_8/information_system/chapter-6 ## Question What are the critical success factors of an IS implementation and operation? Relate your answer with any IS exposure that you have, OR you would like to see in any lousy processing currently you are facing these days! ## Short answer CSFs for IS implementation and operation include management commitment, clear requirements, user involvement, competent project management, training, change management, data quality, scalable technology, security, and operational support. In a lousy online service, ignoring these leads to slow response and payment errors due to weak capacity planning and poor testing. ## Answer **Critical success factors (CSFs)** are the few areas where results must be satisfactory for an IS implementation to succeed and operate well. #### CSFs of IS implementation and operation 1. **Top management support** and sponsorship. 2. **Clear business goals and requirements.** 3. **User involvement** and ownership. 4. **Competent project management** (planning, cost, schedule, risk). 5. **Skilled team and reliable vendor.** 6. **Training** of end users and operators. 7. **Change management** and communication. 8. **Data quality and migration** with proper testing. 9. **Suitable, scalable technology** and infrastructure. 10. **Security and controls.** 11. **Operation:** helpdesk, backups, maintenance, performance monitoring, disaster recovery. 12. **Post-implementation review** and continuous improvement. #### Example: a slow, "lousy" online public service system (such as an online vehicle tax or passport appointment portal) Many such systems in Nepal suffer from slow response, downtime, repeated forms and payment errors. Linking this to CSFs: - **Weak capacity planning:** servers and bandwidth were not sized for peak load, so pages time out (technology CSF). - **Poor testing:** payment and document uploads fail in real conditions (testing CSF). - **Low user involvement:** forms are not designed with citizens or officers in mind (user involvement CSF). - **Inadequate training and support:** staff do not know how to handle exceptions and the helpdesk is weak. - **No monitoring or backup:** failures are found by users, not by the operators. - **Integration gaps:** the portal is not connected to other offices, so data are re-entered. To improve it, the agency should fix these factors: load testing and scalable hosting, user feedback loops, training, 24x7 monitoring and a clear support process. ## Check yourself The answer's key points as multiple-choice questions, with the correct option and why. 1. Which are CSFs for IS operation? A. Helpdesk, backups, maintenance, performance monitoring and disaster recovery B. Only initial purchase C. Colour of servers D. Staff holidays Answer: A. Operation CSFs include helpdesk, backups, maintenance, monitoring and DR. (Key point: Operation CSF) 2. Pages time out at peak load in an online portal. Which CSF is weak? A. Technology and capacity planning B. Rewards C. Mission statement D. Culture Answer: A. Servers and bandwidth not sized for peak load is a technology/infrastructure CSF failure. (Key point: Capacity planning) 3. Payment and document uploads fail in real conditions. Which CSF is weak? A. Testing B. Training C. Budget D. Branding Answer: A. Poor testing causes failures in real conditions. (Key point: Testing) 4. Which fix does the answer propose? A. Load testing, scalable hosting, user feedback loops, training and 24x7 monitoring B. Ignore the problem C. Remove helpdesk D. Stop backups Answer: A. The answer proposes load testing, scalable hosting, user feedback, training, monitoring and clear support. (Key point: Improvement) ## 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 and change management](https://www.bctengineer.com/question.md?key=semester_8%2Finformation_system%3Acritical-success-factors-change-mgmt) — Information System, chapter 6 - [System implementation and conversion](https://www.bctengineer.com/question.md?key=semester_8%2Finformation_system%3Asystem-implementation-conversion) — Information System, chapter 6 - [MIS vs DSS information and processing](https://www.bctengineer.com/question.md?key=semester_8%2Finformation_system%3Amis-vs-dss-information-processing) — Information System, chapter 4 ## Related in other subjects - [Choose the best answer (grammar) 2078 Kartik](https://www.bctengineer.com/question.md?key=semester_5%2Fcommunication_english%3Achoose-best-answer-grammar-set-2078k) — Communication English, chapter 3 - [Choose the best answer (grammar) 2075 Chaitra](https://www.bctengineer.com/question.md?key=semester_5%2Fcommunication_english%3Achoose-best-answer-grammar-set-2075c) — Communication English, chapter 3 - [Case study: critical factors in process control](https://www.bctengineer.com/question.md?key=semester_5%2Finstrumentation_ii%3Acs-critical-factors) — Instrumentation II, chapter 10, asked 2× - [Choose the best answer (grammar) 2078 Bhadra](https://www.bctengineer.com/question.md?key=semester_5%2Fcommunication_english%3Achoose-best-answer-grammar-set-2078b) — Communication English, chapter 3