The content analysis, interview transcripts and documents
provided by QH confirmed all five CSFs previously identified:
senior management support, relationship with vendors, change
in corporate culture, and project governance and execution. It
is proposed to modify the factor
relationship with vendors
to
relationship with multiple vendors
as the case highlights the
important role of multiple vendor relationships which is different
to that recognised in the literature previously. Strong support was
found for an alternative factor: realisation of benefits. Selected
quotes from the interviews to substantiate these six factors are
reproduced in Table 2. The six CSFs are now discussed.