ABSTRACT
Organisations spend enormous amount of money, time and effort to leverage technology to deliver faster, cheaper and better HR services; however, the majority of IT projects fail to finish on time, within budget and satisfy users. This is primarily due to a lack of systems perspective and soft skills. This chapter highlights the critical importance of the systems thinking approach, the systems development life cycle and the quality management framework underpinned by the people capability maturity model. The accompanying case study provides further evidence of how non-technical factors can contribute to project success.
