Abstract

PLASENCIA-SOLER, Juan Antonio; MARRERO-DELGADO, Fernando; NICADO-GARCIA, Miriam  and  AGUILERA-SANCHEZ, Yasmany. Procedure for prioritisation Critical Success Factors. Dyna rev.fac.nac.minas [online]. 2017, vol.84, n.202, pp.26-34. ISSN 0012-7353.  https://doi.org/10.15446/dyna.v84n202.62084.

Knowledge of Critical Success Factors (CSF) plays a key role in fulfilling the mission and satisfaction of the needs of customers in an organisation. The present article proposes a procedure to determine and prioritize CSF in an organisation by constructing a criticality index (Ci), which is based on criticality indices to evaluate and prioritise risks, integrating the Analytical Hierarchy Process (AHP) and expert method. The procedure is applied for the prioritisation of the CSF to evaluate the ethical, socially responsible and sustainable behaviour, through the construction of a hierarchy that allows to classify the CSF in economic, social and environmental, in an organisation oriented to the provision of computers services.

Keywords : Critical Success Factors; analytic hierarchy process; criticality index..

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