Identifying Critical Success Factors for Information Technology Projects with an Analytic Hierarchy Process: A Case of a Telco Company in Indonesia

A survey in a software development project revealed that 71% of the project failed or ended in challenges. A similar issue also occurred in a telecommunications company in Indonesia. The company performed its strategy in terms of initiating the growth of its new broadband business. Only 44% of projects ran on time, as planned. The rest failed to meet the target. Hence, this study was conducted to investigate the critical success factors and criteria for the broadband ordering project ran by the company. The qualitative method was performed to gather critical success factors and criteria. Besides, the quantitative method was conducted to calculate the rank of factors using the Analytic Hierarchy Process (AHP). Based on the pairwise comparison conducted by administering questionnaires to key stakeholders, the most important factors are customer involvement and effective communication, followed by the capability and motivation of the team. The lowest level is top-level management support and organizational culture. The critical success factors are compiled based on success-related criteria, which are scope, time, cost, quality, and user satisfaction.