Matakuliah
Tahun
: A0784 - Strategi Investasi IT
: 2009
Critical Success Factors, Delphi Method and
Balance Scorecard
Pertemuan 15-17
Introduction
• Focus on decision-making in general and investing
in larger portions or whole systems
• Broader application and identified as multi-criteria
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Critical Success Factors
• CSF are set of requirements that if achieved, the firms
are assured of business success
• Referred to as cost drivers or value drivers
• Relationship with strategic goals :
– Timely information
– Cutting-edge IT
– Effective marketing intelligence
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Criteria in determining CSF
• Impact on performance measures ( on sales, profit, cash
flows)
• Relationship with strategic goals (differentiation, cost
minimization, market segmentation)
• Relationship to life-cycle stage (introduction, growth,
maturity, decline for products)
• Relationship with major business activities (customers,
suppliers)
• Relative size of investment
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Delphi Method
• Procedure for structuring group communication process
to allow group of individuals to deal with complex
problems
• Controlled debate, which ensures all opinions are
allowed to bring it to voice and bring to conformity.
• Steps :
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Select a group
Send each expert a questionnaire
Collect questionnaire, document, and analyze
Send report
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Delphi benefits and strengths
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The use of questionnaire reduces the affect of dominate
Allow expert to use own independent judgment
Ideas and concepts can be introduced and evaluated
Explore pros and cons for each alternatives
Utilize existing staff than outside consultant
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Delphi weaknessess
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Difficult to perform and select experts
Time requirements to do the rounds of polling
Valid as experts who make up the group
Ignores disagreement
Doesn’t always produce accurate answers
Fails to meet requirement for scientific research
Has validity and reliability issues
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Balanced Scorecard
• Technique used to translate strategies into objectives
and measures
• Incorporates both financial and non-financial
performance measures
• Perspective :
– Financial
– Customer
– Internal business
– Learning and growth
 See Figure 4
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Financial Perspective
• Evaluates how to meet objectives through financial
measures
• Focuses on meeting shareholder’s expectations
• Enables to focus on operating income, return on capital,
and economic value added
 See Table 4
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Customer Perspective
• How to differentiate from competitor to attract and retain
targeted customer
• Exceeds customer’s expectation
• Target segment such as customer satisfaction, retention,
acquisition, profitability, and market share.
 See Table 5
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Internal Business Perspective
• What internal business process must excel to be
successful
• Includes innovation, operations and post sales services
• Short term and long term success are important
 See Table 6
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Learning & Growth Perspective
• How to sustain and continue to create long-term growth
and improvement
• The use of technology and employee-based measures
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