This diploma thesis is concerned with the information systems used to support customer relationship management in organizations. The issue of CRM systems is discussed in this thesis in terms of their implementation and focusing on the banking sector. The aim of this work is to design the physical procedure of implementation of the CRM system in the banking sector, which will provide guidance, whose purpose will be to provide advice and highlighting the critical success factors in each phase of the project. The created instructions disposing fairly detailed description of each phase of the project will be very beneficial especially for banking institutions, which will be avoided well-known problems in the course of the project , and lead the CRM system implementation project to a successful conclusion. In the theoretical part the work user will be familiar with the theoretical concept of CRM and subsequently in detail with its sub-areas. Great emphasis is placed in this section in particular CRM processes. Subsequently, there will be presented the CRM systems itself, the basic distribution, functionality and, ultimately, their integration into the IS / ICT architecture of the organization. At the end of the theoretical part, the identification of the specific needs of the CRM system in terms of the banking sector will be performed. Practical work has been devoted to the implementation of the CRM system in the banking sector. In the introduction to this part the access to the draft proposal of the progress of implementation of CRM in banking sector is presented to the work user and consequently it is more generally introduced in the proposal itself. In order to thus created proposal considered is correct, this proposal was needed to confront the real CRM implementation projects in the real banking institution. Therefore, there is introduced a banking institution whose project of implementation of the CRM system will be compared with the designed physical procedure of implementation of the CRM system in other work parts. The conclusion then proceeded to a detailed presentation of the designed procedure and its confrontation with the real CRM implementation project in the banking sector.

Submitted by Nadir Basilio (nadirsb@uninove.br) on 2015-07-20T17:28:32Z No. of bitstreams: 1 Ernesto Stangueti.pdf: 896090 bytes, checksum: bf6900280e54b4847ee7b0f318f12749 (MD5) / Made available in DSpace on 2015-07-20T17:28:32Z (GMT). No. of bitstreams: 1 Ernesto Stangueti.pdf: 896090 bytes, checksum: bf6900280e54b4847ee7b0f318f12749 (MD5) Previous issue date: 2014-11-28 / Government agencies, in Brazil and in developed countries, have established guidelines for water safety in the community, in particular in the health care of immunocompromised pacients, in this case environments hospitals that receive such patients should provide higher standards for water quality by taking immediate action to prevent waterborne infections. This paper aims to assess how hospitals that perform bone marrow transplantation (BMT) manage the critical success factors in the prevention of water contamination of their patients and extract from these assessments a model of management of hospital logistics in relation to administrative processes needed for effective control of such infection. To this end, it was chosen a case study. The interviews were conducted with professional members of Commissions Infection Control in four hospitals located in São Paulo who perform BMT. The data were analyzed using the methodology of the Collective Subject Discourse (CSD) described by Lefèvre & Lefèvre (2003). The main management practices related to water contamination were: cleaning and disinfection of water tanks and bacteriological control, installation of filters for high power filtering at the point of use (taps and showers), supply of mineral water industrialized for consumption of patients of BMT unit, institution management committee comprising representatives from all areas involved in the operations of the BMT unit. Thus, this work contributes to technological and social practice through the development of a model of hospital logistics management, collaborating in preventing Related Infections at Health Care (IRAS) in units of BMT. / As agências governamentais, no Brasil e nos países desenvolvidos, têm estabelecido diretrizes para a segurança da água na comunidade, em específico nos ambientes de atendimento à saúde de pessoas imunocomprometidas, no caso, os hospitais que cuidam de tais pacientes devem fornecer padrões mais elevados para a qualidade da água tomando medidas imediatas na prevenção de infecções transmitidas pela água. Este trabalho tem como objetivo, avaliar a forma como os hospitais que realizam transplante de medula óssea (TMO) gerenciam os fatores críticos de sucesso na prevenção da contaminação hídrica de seus pacientes e extrair dessas avaliações um modelo de gestão de logística hospitalar em relação aos processos administrativos, necessários ao efetivo controle desse tipo de contaminação. Para tanto, optou-se pela estratégia de pesquisa de estudo de caso, com a realização de entrevistas junto a profissionais membros de Comissões de Controle de Infecção Hospitalar em quatro hospitais localizados no Município de São Paulo e que realizam TMO. As informações coletadas foram analisadas através da metodologia do Discurso do Sujeito Coletivo (DSC), baseado em Lefèvre & Lefèvre, (2003). Foram elencadas as principais práticas de gestão desses hospitais em relação à contaminação hídrica, sendo: limpeza e desinfecção de reservatórios de água e controle bacteriológico, instalação de filtros de alto poder de filtragem nos pontos de uso (torneiras e chuveiros), fornecimento de água mineral industrializada para consumo dos pacientes da unidade de TMO, instituição de comissão de gestão composta por representantes de todas as áreas envolvidas na manutenção das atividades da unidade de TMO. Dessa forma, este trabalho contribui com a prática tecnológica e social, através da estruturação de um modelo de gestão de logística hospitalar, colaborando na prevenção das Infecções Relacionadas à Assistência à Saúde (IRAS) em unidades de TMO.

Submitted by Nadir Basilio (nadirsb@uninove.br) on 2016-06-01T14:27:25Z No. of bitstreams: 1 Henrique Monte Mor Silva.pdf: 1406942 bytes, checksum: 7199e7f52d42745812d5c3d4ff245245 (MD5) / Made available in DSpace on 2016-06-01T14:27:25Z (GMT). No. of bitstreams: 1 Henrique Monte Mor Silva.pdf: 1406942 bytes, checksum: 7199e7f52d42745812d5c3d4ff245245 (MD5) Previous issue date: 2015-02-24 / As the competitiveness increases, organizations seek for practice and continuous improvement techniques. One approach that has been outstanding, both in academic and professional field, is Six Sigma. This approach provides several benefits for organizations. However, its implementation is often inhibited by numerous barriers. Several authors seek to study these barriers and to classify them according to their relevance levels, which may vary according to the characteristics of each organization. However, there have been many contradictions between the authors on this aspect. Moreover, there are few studies on the relevance of these barriers in relation to Brazilian organizations. How would these barriers be classified in level of importance when considering Brazilian organizations? In this case, would this classification change in relation to organizational characteristics? To try to answer these questions, this study proposed to conduct a survey that has involved an extensive literature review by which it was possible to identify 16 main existent barriers. This study is characterized as an applied research concerning the nature, with quantitative approach and exploratory and correlational goals. To this end, it is intended to use the survey as a method and the questionnaire as data collection instrument. Brazilian organizations selected for the study were confined to the automotive sector. In total, the study population is made up of 529 organizations, by which were obtained 40 valid questionnaires. The study revealed that, with relation to the analyzed organizations, the most important barrier is the lack of skill and training suitable for the implementation of Six Sigma. The study also revealed that organizational characteristics such as size or type (multinational or local) are able to influence the barriers relevance order. / À medida que a competitividade aumenta, as organizações buscam obter práticas e técnicas de melhoria contínua de seus processos produtivos. Uma abordagem que vem se destacando, tanto no ramo acadêmico quanto no ramo profissional, é o Seis Sigma. Esta abordagem proporciona diversos benefícios para as organizações. Entretanto, sua implementação é, muitas vezes, inibida por inúmeras barreiras. Diversos autores procuram estudar essas barreiras e classificá-las de acordo com seus níveis de relevância, que podem variar de acordo com as características de cada organização. No entanto, muitas são as contradições entre os autores sobre esse aspecto. Além disso, poucos estudos existem sobre a relevância dessas barreiras em relação às organizações brasileiras. Como seriam classificadas essas barreiras, em nível de relevância, ao se considerar em organizações brasileiras? Neste caso, a classificação se alteraria em relação às características organizacionais? Para tentar responder estas perguntas, o presente trabalho propôs a realização de uma pesquisa que envolveu uma extensa revisão da literatura pela qual se pôde identificar 16 principais barreiras existentes. Esta pesquisa é caracterizada como aplicada, quanto à natureza, quantitativa, quanto à abordagem, com objetivos exploratório e correlacional. Para tanto, utilizou-se como método a survey, cujo instrumento de coleta de dados foi o questionário. As organizações brasileiras selecionadas para o estudo restringiram-se ao setor automotivo. No total, a população estudada é composta por 529 organizações, das quais obtiveram-se 40 questionários respondidos válidos. A pesquisa revelou que, em relação às organizações analisadas, a barreira mais relevante é falta de habilidade e de treinamento adequado para a implementação do Seis Sigma. Também revelou que características organizacionais como o porte ou a abrangência (multinacional ou local) podem influenciar na ordem de relevância dessas barreiras.

There is enormous pressure on organizations that they need to change to become more efficient, andmany changes are related to IT. Tougher competition in the market forces organizations to beinnovative. Being innovative does not necessarily mean that you have product innovations but also thatyou best can take advantage of new knowledge. In recent years, many companies have replaced itslegacy systems with a fully integrated ERP system. Majority of these organizational changes, due to theimplementations of ERP, fail.It is one of the reasons that many researchers have been interested in identifying factors critical forsuccessful change. In this study are the most common critical success factors, according to previousstudies, set in contrast to the change process that was carried out on Axfood. Many people havehighlighted the change process in Axfood as a successful example and it is therefore interesting to see ifwe can draw some lessons from the successful example that may be of benefit to other companies.In addition to previous research on the subject, I use the theories of Change Management andAbsorption Ability as a theoretical frame of reference.The study shows that the work of change management and the work of strengthening the organization'sabsorption capacity were two parallel ongoing processes that are to be regarded as interdependent foroptimal success. Corporate management's commitment is also considered a critical success factor. Workwith change management is considered by the respondents to be essential for all organizational changes.The respondents emphasized the importance of not neglecting the work of continuously strengtheningthe organisation's absorption capacity. The respondents believe that the continuous work to strengthenAxfood's absorption capacity was what permeated the entire change process and is the key to successwith the change work. / Organisationer måste anpassas och därmed förändras för att fortleva. Flera av dessa förändringar ärrelaterade till IT. Ett ökat konkurrenstryck på marknaden har resulterat i organisationer förväntas varainnovativa. Att vara innovativ behöver nödvändigtvis inte innebära att man har produktinnovationerutan också att man på bästa sätt kan tillvara på ny kunskap. På senare år har många företag ersatt sinatidigare system med ett övergripande affärssystem. Med övergripande affärssystem menas att systemetger kontroll och översikt över hela verksamheten. Många av dessa organisationsförändringar, till följdav implementeringar av affärssystem, misslyckas. Misslyckas på så sätt att implementeringsprocessendrar över den planerade tiden och den tänkta budgeten, missnöje bland anställda uppstår och väsentligaffärsnytta drabbas. Många företag går in i en implementeringsprocess utan att riktigt veta vad de har att ståinför. Det är en av anledningar att flera forskare har varit intresserade av att identifiera faktorer som ärkritiska för en framgångsrik implementering av ett nytt affärssystem.Flera har lyft fram implementeringen av affärssystemet SAP på Axfood som ett framgångsrikt exempeloch därför är det intressant att se om vi kan dra några lärdomar från det som kan komma andra till del.Förutom tidigare forskning i ämnet, använder jag mig av teorierna Förändringsledning ochAbsorptionsförmåga som en teoretisk referensram. Av studien framgår att arbetet medförändringsledning och arbetet med att stärka organisationens absorptionsförmåga var två parallelltpågående processer som är att betrakta som ömsesidigt beroende för optimal framgång.Företagsledningens engagemang betraktas också som en kritisk framgångsfaktor. Arbete medförändringsledning anses av respondenterna som essentiellt för alla organisationsförändringar.Respondenterna framhävde vikten av att inte försumma arbetet med att kontinuerligt stärkaorganisationens absorptionsförmåga. Respondenterna menar att det kontinuerliga arbetet med att stärkaAxfoods absorptionsförmåga var det som genomsyrade hela förändringsprocessen och är nyckeln tillframgång med förändringsarbetet.

<p>In the field of the construction industry, the research work has been widely focused on identifying key performance indicators and critical success factors without assessing the impact of conflict environment factors. This study focusses on the impact of post-conflict environment factors on local construction organization performance. This research presents a performance prediction model comprising the effect of post-conflict environment factors on construction organization performance. The proposed framework of this study has four stages: identify key performance indicators (KPIs), identify post-conflict environment impacting factors, determine critical success factors (CSFs), and formulate success strategy to improve performance. Analytical hierarchy process (AHP) and multiple linear regression (MLR) techniques are applied to analyze the data.</p> <p>The study finding indicates that there is a significant relationship between the post-conflict condition impacting factors and local construction organization performance, which is insufficiently studied in previous research work. Thus, the developed framework will benefit academic scholars and industry practitioners to analyze and evaluate challenges and opportunities caused by different external environment conditions in the post-conflict construction industry. </p>

Cette recherche a pour but de répondre à deux impératifs : travailler pour un secteur d’activité porteur économiquement, mais peu étudié scientifiquement : le domaine de la Rénovation, et proposer aux acteurs de ce secteur des outils d’accompagnement forts pour leur permettre de réussir leur transition numérique, enjeu majeur du XXIe siècle. L’état de l’art initial a démontré que, dans un contexte lié à la diffusion d’un Système d’Information tel que le BIM, il était indispensable de s’appuyer sur des leviers contribuant à son implantation : les Facteurs Clés de Succès, les fondamentaux du management de projet, la rédaction de Conventions BIM, l’Approche Intégrée de Projet et enfin les Modèles de Maturité. Pour s’assurer de l’adéquation entre ces différents leviers et les spécificités de la Rénovation, une enquête a été réalisée auprès d’un panel représentatif des petites entreprises qui le composent majoritairement. Elle a permis de confirmer l’état peu avancé de ce secteur dans la transition numérique en raison de la taille des structures elles-mêmes et de situations économiques réduisant souvent l’horizon de projection. Les acteurs ne sont, par ailleurs, pas toujours conscients de la nécessité du changement (se satisfaisant généralement de la 2D et de procédés artisanaux) et sont donc peu enclins à investir dans des solutions numériques telles que le BIM. En dépit des réticences qui ont pu être exprimées, la plupart des acteurs ont toutefois bien conscience que pour tirer parti de la transition au lieu de la subir, il faut qu’ils puissent être dotés d’outils d’accompagnement spécifiques à leurs usages et pratiques. Un référentiel permettant de mesurer leur maturité et ensuite de définir de façon réaliste leurs propres objectifs de développement : « BIM Maturity Model For Renovation » ou BiM²FR a donc été conçu. Le format choisi et la simplicité voulue de mise en œuvre devraient permettre aux petites entreprises de facilement caractériser leur situation et d’identifier leurs points faibles et forts, puis d’élaborer les grandes lignes de plans d'action individuels et appropriés à leurs activités. Les facteurs clés de succès étudiés et intégrés en filigrane dans le BiM²FR sont les marqueurs et gages de succès qui permettront aux entreprises de progresser au cours de la mise en œuvre du BIM. Pour élargir la portée de ce travail, une interface WEB libre permettant aux entreprises d’effectuer leur diagnostic de maturité BIM, a été développée. Le site www.BiM2FR.eu, outre l’aide qu’il peut apporter aux entreprises, offre, par l’intermédiaire des données collectées et échangées, un grand nombre de perspectives de recherches. / This research aims to answer two imperatives: 1) promote an economically promising sector, Renovation, that has not been subject to much scientific study; and 2) offer companies in this sector useful tools to help them succeed in their digital transition, a major challenge of the 21st century. When it comes to disseminating an Information System such as BIM, it is essential to use levers that enhance its implementation: the Critical Success Factor, fundamentals of Project Management, drafting BIM Execution Plans, an Integrated Project Delivery approach and Maturity Models. To ensure the right fit between these different levers and the specific needs of the Renovation segment, we conducted a survey with a representative panel of small enterprises, predominant in this sector. This survey confirmed that the sector is still in the early days of digital transition due to the small size of companies and economic situations that often reduce visibility and the ability to make long-term investment decisions. Small renovation firms are not always aware of the need for change (they are generally satisfied with 2D drawings and artisanal processes) and are therefore reluctant to invest in digital solutions such as BIM. In spite of this, most stakeholders are aware that in order to benefit from the transition or risk being left behind, they must find support in tools specific to their uses and practices. To measure their maturity and then realistically define their own development objectives, we therefore developed a "BIM Maturity Model for Renovation" or BiM²FR. The format and ease of implementation should enable small enterprises to identify their situation, emphasize their strengths and weaknesses, and then outline individual action plans suited to their activities. The Critical Success Factors analyzed and presented within BiM²FR should guarantee successful progress as companies implement BIM. In order to broaden the scope of this work, we created a free web interface for companies to make their own BIM maturity diagnosis. The site www.BiM2FR.eu, in addition to helping these companies, offers us, through the data collected and exchanged, a large number of research opportunities.

The purpose of this study is to support physically disabled people in everyday life by examining which factors contribute and should be taken into account in the development of welfare technology products. Therefore, three research questions have been created that aim to identify human, technical and critical success factors. Investigating these factors that benefit the studied field is considered to be very important, as all the benefits that can come with the use of a welfare technical aid are strongly associated with user-friendliness. If the product is not useful to the end user, the benefits are also lost. These factors are intended to be identified with the help of a systematic literature study. This research method was considered the most suitable, as the amount of data that can be examined and analyzed is greater than what has emerged with alternative methods.The results of the study consist of identified factors and various benefits associated with them. On the other hand, what really emerged regardless of the type of factor was the need and willingness to include stakeholders and end users in the development. / Syftet med denna studie är att stödja fysiskt funktionsnedsatta människor i vardagen genom attundersöka vilka faktorer som bidrar och bör beaktas vid utveckling av välfärdstekniska produkter. Därför har tre forskningsfrågor skapats som ämnar att identifiera mänskliga, tekniska och kritiska framgångsfaktorer. Att undersöka dessa faktorer som gynnar det studerade fältet bedöms att vara väldigt viktigt, då alla fördelar som kan komma med användningen av ett välfärdstekniskt hjälpmedel är starkt förknippat med användarvänligheten. Ifall produkten inte är användbar för slutanvändaren förloras även fördelarna.Dessa faktorer ämnas att identifieras med hjälp av en systematisk litteraturstudie. Denna forskningsmetod ansågs lämpligast, detta då mängden data som kan granskas och analyseras är större än vad som framkommit med alternativa metoder.Studiens resultat består av identifierade faktorer och olika fördelar förknippade med dessa. Däremot det som verkligen framgick oberoende av typ av faktor var behovet samt viljan att inkludera intressenter samt slutanvändare i utvecklingen.

No description available.

För att hänga med och konkurrera i det allt hårdare och teknikcentrerade företagsklimatet tar organisationer olika initiativ för att digitalt transformera verksamheten. En del i organisationers arbete med den digitala transformationen härleds till implementeringen och integreringen av digitala kommunikationsverktyg, som gör det möjligt för två eller flera avlägsna personer att kommunicera med varandra. För att framgångsrikt lyckas med införandet av digital kommunikation i form av digitala möten i en organisation, har tidigare litteratur identifierat både utmaningar och framgångsfaktorer som är viktiga att ta i beaktning. Tidigare litteratur förutsätter dock att företag har tid för både planering och utvärdering av den digitala transformationen. När Covid-19 pandemin bröt ut i samhället tvingades organisationer till en acceleration inom den digitala transformationen och ett införande av digital mötesteknik var ett måste för att kunna upprätthålla kommunikation, samtidigt som ett långsiktigt tillvägagångssätt inte längre var möjligt. Denna studie undersöker vilka framgångsfaktorer som krävs eller vilka utmaningar finns när en snabb och forcerad transformation är ett måste till anledning av förändrade förutsättningar. Problemet undersöks genom frågeställningen:Vilka faktorer behöver organisationer som på kort tid behöver ställa om från fysiska till digitala möten ta hänsyn till?För att besvara studiens frågeställning genomförs en litteraturgranskning av befintliga teorier inom ämnesområdet, samt att en kvalitativ datainsamling genomförs med semi-strukturerade intervjuer som insamlingsmetod. Datainsamlingen sker med respondenter från små och medelstora företag (SME) inom tillverkningsindustrin som genomgått en digital transformation från fysiska till digitala möten.Studiens resultat påvisar 12 utmaningar respektive framgångsfaktorer som SME:er inom tillverkningsindustrin bör ta i beaktning, för att snabbt kunna digitalt transformeras från fysiska till digitala möten. / Organisations are taking various initiatives to digitally transform their operations to keep up and compete in the increasingly harsh and technology-centred business climate. Part of organisations work with digital transformation is derived from implementing and integrating digital communication tools, making it possible for two or more remote people to communicate. In order to successfully succeed with the introduction of digital communication in the form of digital meetings in an organisation, previous literature has identified both challenges and success factors that are important to consider. However, previous literature assumes that companies have time for both planning and evaluation of the digital transformation. When the Covid-19 pandemic broke out in society, organisations were forced to accelerate in the digital transformation and introduce digital meeting technology, while a long-term approach was no longer possible. This study examines what success factors are required and what challenges exist when a rapid and forced transformation is a must due to changing business conditions. The problem is examined through the research question:What factors do organisations that need to transform from physical to digital meetings in a short period of time need to take into account?A literature review of existing theories in the subject area is carried out to answer the research question, and a qualitative data collection is carried out with semi-structured interviews. Data collection takes place with respondents from small and medium-sized companies (SMEs) in the manufacturing industry who have undergone a digital transformation from physical to digital meetings.The result demonstrates 12 challenges and success factors that SMEs in the manufacturing industry should consider to quickly digitally transform from physical to digital meetings.

Information and communication technology (ICT) greatly influence today’s business processes be it in public or private sectors. Everything that is done in business requires ICT in one way or the other. Research in ICTs is therefore critical. So much research was and is still carried out in projects that develop or enhance ICT but it is still apparent that the success rate of these projects is still very low. The extensive coverage of ICTs implies that if the success rate is still that low, many resources are being wasted in the failed projects; therefore, more research is needed to improve the success rate. Previous research has focussed on factors which are critical for the success of ICT projects, assuming that all ICT projects are the same. As a result, literature is full of different suggestions and guidelines of the factors critical to ICT projects’ success. This scenario brings challenges to project managers who end up using their own personal judgement to select which factors to consider for any project at hand. The end result is the high failure rate of ICT projects since there is a very high chance of applying the same critical success factors to different types of ICT projects. This research answered the question: which factors are critical to the success of computer networking projects in Zimbabwe and how these factors could be used for building a model that determines in advance the success of such projects? Literature reviewed indicated that most CSFs were not focused on specific types of ICT projects, hence were generalised. No literature was found on ICT projects’ CSFs in Zimbabwe. More so, no CSFs were found for computer networking projects as a specific instance of ICT projects. No model existed that predicts computer networking projects’ success. This study addressed the gaps by developing a CSF framework for ICT projects in Zimbabwe, determining CSFs for computer networking projects in Zimbabwe and the development of a logistic regression analysis model to predict computer networking projects’ success in Zimbabwe. Data was collected in Zimbabwe using a unique three-staged process which comprise metasynthesis analysis, questionnaire and interviews. The study was motivated by the fact that most available research focused on CSFs for general ICT projects and that no research was found on CSFs influencing projects in computer networking. Meta-synthesis analysis was therefore conducted on literature in order to identify CSFs as given in literature. The approach was appropriate since the researcher had noticed that there were extensive ICT projects’ CSFs and that no such research has been carried out in Zimbabwe. These CSFs formed the basis for the determination (using a questionnaire) of ICT projects CSFs for Zimbabwe in particular. Project practitioners’ viewpoints were sought through questionnaires. Once CSFs for ICT projects in Zimbabwe were determined, they formed the basis for the determination of unique critical success factors for computer networking projects in Zimbabwe. Interviews were used to get further information that would have been left out by questionnaires. The interview questions were set to clarify some unclear or conflicting responses from the questionnaire and providing in-depth insights into the factors critical to computer networking projects in Zimbabwe. The data i.e. critical success factors for computer networking projects guided the development of the logistic regression analysis model for the prediction of computer networking projects’ success in Zimbabwe. Data analysis from the questionnaire was analysed using SPSS Version 23.0. Factor analysis and principal component analysis were some of the techniques used in the analysis. Interview data was analysed through NVivo Version 10.0. From the results it was deduced that factors critical to ICT project management in Zimbabwe were closely related to those found in the literature. The only apparent difference was that CSFs for ICT projects in Zimbabwe were more specific thereby enhancing their applicability. Computer networking projects had fewer CSFs than general ICT projects. In addition, CSFs for general ICT projects were different from those critical to computer networking projects in Zimbabwe. The development of a comprehensive set of general ICT projects’ CSFs was the first contribution of this study. This was achieved through meta-synthesis analysis. The other contribution was the development of a CSF framework for ICT projects specific to Zimbabwe and those specific to computer networking projects in Zimbabwe. The major contribution was the development of the logistic regression analysis model that predicts computer networking projects’ success in Zimbabwe. These contributions will provide literature on ICT project management in Zimbabwe which will subsequently assist ICT project managers to concentrate on specific factors. The developed prediction model can be used by project managers to determine possible success or failure of ICT projects; thereby possible reducing wastage of resource. / School of Computing