Combining Soft Systems Methodology (SSM) Techniques and Data Envelopment Analysis in an Exploratory Analysis of the Use of Technology Consultants for IS Implementation

The use of technology consultants to assist in the implementation of complex information technology (IT) innovations has been the trend in the past several years. For some complex integrated software solutions, the consultants have become the largest cost component. This study examines the relative efficiency (success) of technology consultants in IT innovation implementation. Thirty-six firms in North America are investigated using Soft Systems Methodology and Data Envelopment Analysis to explore the impact of selected propositions on information systems (IS) implementations. The results show that three of the five propositions related to the use of technology consultants were supported. Based on the findings of this study, the manuscript provides some practical guidelines, which can be used by management for decisionmaking to control costs within the organization.