Towards an Information Systems Excellence Model

Abstract

This paper proposes an IS excellence model based on the concept of business excellence. The Baldrige excellence model contains seven criteria, including: leadership; strategic planning; customer and market focus; human resource focus; process management; measurement, analysis and knowledge management; and business results. For each of these criteria, the paper explores significant IS literature to develop corresponding criteria in the IS context. The proposed model extends the existing work on IS Success and provides an holistic framework that brings together many topics that are often researched in relative isolation, eg, IS leadership, IS strategy, IS service quality, and IS user satisfaction.