Critical Success Factors for Information Center Managers

Abstract

A stage hypothesis for information centers (iCs) is proposed and 26 critical success factors (CSFs) for 1C managers are investigated. Based on 311 responses from 1C managers, support is found for the proposed stages and information is provided about the importance of the CSFs. A principal components analysis is performed on the 26 CSFs which identifies five composite CSFs: (1) commitment to the 1C concept; (2) quality of 1C support services; (3) facilitation of end-user computing; (4) role clarity; and (5) coordination of end-user computing. Statistical tests show that the importance of these composite CSFs tend to vary among themselves but is relatively constant individually across the 1C stages.