Nien-Tsu Tuan

Since its inception, the Critical Success Factor (CSF) concept has been increasingly adopted by industries to achieve business goals. However, the conventional approaches used for identifying critical success factors are underpinned by the mechanism paradigm. The mechanism paradigm doesn’t take the interlaced relationships between system elements into account. Neither does it promote interaction between the relevant stakeholders. This paper proposes a systemic approach called Interactive Management (IM) to complement conventional ideas in determining the critical success factors. The Interactive Management process embraces the relevant stakeholders to collectively identify the critical success factors through four phases: generating critical success factors, clarifying the generated critical success factors, structuring a systemic digraph showing the interlaced relationships between the critical success factors, and identifying the real critical success factors in the systemic digraph. An example is provided to demonstrate how the Interactive Management methodology can be used to identify the real critical success factors.

Purpose: The purpose of this paper is to explore the delay factors in South African electrical distribution projects and demonstrate the interlaced relationship between the identified project delay factors.Design/methodology/approach: This research employs interactive management (IM) methodology to construct a model achieving the research purpose. The IM methodology is anchored in the soft systems thinking. Its inquiry process mainly comprises four phases: idea generation, idea clarification, idea structuring and interpretation of the structured ideas. The IM methodology allows the relevant stakeholders to collaboratively develop a digraph displaying the interrelationship among the system elements.Findings: The participants of the IM session structured a systemic model showing that a loop comprising three factors is the driver leading to the delays in the electrical distribution projects. The three delay factors in the loop are “poor communication”, “poor planning” and “project scheduling not properly done”.Originality/value: The findings show that a loop comprising three delay factors is the driver leading to the project delays. This result is different from the outputs of the commonly used approaches. The three identified root causes serve as the starting point for eradicating delays in the electrical distribution projects.