Abstract :

ABC, a leading company in communications technology, is facing challenges in developing a fair and unbiased process for selecting new ventures amid an increasing number of computer program development projects. In conditions where the industry faces many projects taking place simultaneously, but the number of available developers is limited, the process of managing and evaluating projects becomes increasingly complex. This results in a decrease in the level of customer satisfaction with the products and services the company provides. In addition, the company faced problems due to the unavailability of clear and consistent project evaluation guidelines. The lack of clear and consistent guidelines resulted in less efficient resource allocation and extended the duration of project completion. This research focuses on improving the decision-making process by using root cause analysis to identify key issues and their impacts. The methods used include surveys, semi-structured interviews, and root cause analysis to explore the core problems and needs of stakeholders. The results showed four main causes of weak project management and decision-making: technical, financial, administrative and strategic planning issues. Overall, the research provided insights into how these issues affected service performance, increased operational waste, reduced quality, and resulted in stakeholder dissatisfaction.

---

Keywords :

Cause Effect, Digital Communication, IT, Project Development, Root Cause Analysis.

---

References :

1. Bharadwaj, A., El Sawy, O. A., Pavlou, P. A., & Venkatraman, N. V. (2013). Digital business strategy: toward a next generation of insights. MIS Quarterly, 37(2), 471-482.
2. Cooper, R. G., Edgett, S. J., & Kleinschmidt, E. J. (2001). Portfolio management for new product development: results of an industry practices study. R&D Management, 31(4), 361-380.
3. Dong, H., Dacre, N., Baxter, D., & Ceylan, S. (2024). What is Agile Project Management? Developing a New Definition Following a Systematic Literature Review. Project Management Journal, 55(4), 287-304.
4. Fitzgerald, M., Kruschwitz, N., Bonnet, D., & Welch, M. (2014). Embracing digital technology: A new strategic imperative. MIT Sloan Management Review, 55(2), 1-12.
5. Hanelt, A., Bohnsack, R., Marz, D., & Antunes Marante, C. (2021). A systematic review of the literature on digital transformation: Insights and implications for strategy and organizational change. Journal of Management Studies, 58(5), 1159-1197.
6. Hess, T., Matt, C., Benlian, A., & Wiesböck, F. (2016). Options for formulating a digital transformation strategy. MIS Quarterly Executive, 15(2), 123-139.
7. Ishikawa, K. (1985). What is total quality control? The Japanese way. Prentice-Hall.
8. Kane, G. C., Phillips, A. N., Copulsky, J. R., & Andrus, G. R. (2019). The technology fallacy: How people are the real key to digital transformation. MIT Press.
9. Killen, C. P., Hunt, R. A., & Kleinschmidt, E. J. (2008). Project portfolio management for product innovation. International Journal of Quality & Reliability Management, 25(1), 24-38.
10. Locatelli, G., Mancini, M., & Romano, E. (2014). Systems engineering to improve the governance in complex project environments. International Journal of Project Management, 32(8), 1395-1410.
11. Matt, C., Hess, T., & Benlian, A. (2015). Digital transformation strategies. Business & Information Systems Engineering, 57(5), 339-343.
12. Müller, R., Locatelli, G., Holzmann, V., Nilsson, M., & Sagay, T. (2024). Artificial Intelligence and Project Management: Empirical Overview, State of the Art, and Guidelines for Future Research. Project Management Journal, 55(2), 156-172.
13. Peppard, J., & Ward, J. (2016). The strategic management of information systems: Building a digital strategy. John Wiley & Sons.
14. Project Management Institute. (2021). The standard for portfolio management. Project Management Institute.
15. Rooney, J. J., & Vanden Heuvel, L. N. (2004). Root cause analysis for beginners. Quality Progress, 37(7), 45-53.
16. Sebastian, I., Ross, J., Beath, C., Mocker, M., Moloney, K., & Fonstad, N. (2017). How big old companies navigate digital transformation. MIS Quarterly Executive, 16(3), 197-213.
17. Teece, D., Peteraf, M., & Leih, S. (2016). Dynamic capabilities and organizational agility: Risk, uncertainty, and strategy in the innovation economy. California Management Review, 58(4), 13-35.
18. Vial, G. (2019). Understanding digital transformation: A review and a research agenda. Journal of Strategic Information Systems, 28(2), 118-144.
19. Westerman, G., Bonnet, D., & McAfee, A. (2014). Leading digital: Turning technology into business transformation. Harvard Business Review Press.
20. Wilson, P. F., Dell, L. D., & Anderson, G. F. (1993). Root cause analysis: A tool for total quality management. ASQ Quality Press.