Success Factors in IT-Projects to Provide Customer ValuePropositions

Rising external competition and cost-pressures compel internal service providers to re-define their customerserviceapproach. Providing value propositions to the intra-firm end-users instead of provisioning technicalresources becomes a necessity to facilitate transparency in costs and customer satisfaction. With that, thecomplexity of IT projects, particularly international ones, rises and changes in regards to impacts of inter-socialand human factors. This paper uses a cross-case study method based on five cases to identify critical successfactors for achieving IT-project success and the provision of the needed value propositions. Our analysis foundthat seven major factors are essential for the project success when coupled with a clear customer-oriented valueproposition: one of the most important ones is to understand the customer’s business and with it to identify theend-user’s requirements. Furthermore, a close project collaboration, process alignment and trustful, clearcommunication as well the right choice of personnel emerge as important factors....