This measurement approach can be particularly useful when some of the desired project or programme benefits are difficult to value, or to describe in material terms. Typically, such projects or programmes are ‘enabling’, related to infrastructure development and improvement, ‘mandatory’ in response to legislative change, ‘public relations’ to improve services or perhaps change the corporate logo, or ‘management information’. Many of these may lack tangible business benefits, but are regarded as ‘must do’ changes or innovations by an organization and its advisers.
Critical Success Factors should enable proper assessment of those few fundamental aspects that must still be done well, sometimes also known as ‘primary goal’ or ‘key requirements’. This will often be the main business benefits which, when delivered, will make that undertaking worthwhile for the customers, sponsor and stakeholders.