Critical success factors for implementation of decision support systems

Abstract

Decision Support Systems (DSS) are used to support decision-making for a non-structured management problem. DSS utilises data, provides an effective user interface and allows for the decision maker's insights to be applied. The authors identified from the available literature nine critical success factors (CSFs) namely, User Involvement, Top Management Support, User Training, Information Source, Level of Managerial Activity being Supported, User Information Satisfaction, Relative Use, Perceived Utility and Goal Realisation. A survey of South African organisations which have implemented DSS was conducted. Of these, some were successful and others less successful in their implementation. Only three of the nine CSFs identified in the literature, namely, Top Management Support, User Training and Perceived Utility, were found in successful organisations. The survey suggested that critical success factors may be absent and yet an organisation's DSS may be successful. The authors suggest the remaining six CSFs be labelled as' "important but not essential for success". A previously unidentified CSF is reported on.