Review of Gable

A multi-dimensional model of client success when engaging external consultants.

The rationale and background

There were dramatic failed consultancies that appeared to arise from a failed understanding between clients and consultants of a client’s goals for the project and how to assess progress.

Purpose of this research:

The paper presents & analyses a measurement model for assessing client success when engaging consultants to assist with Computer Based IS. Existing theory:

1. discusses importance of consultant intervention and related process variables


2. discusses multistage models of consultation process


3. attempted to identify factors that contribute to successful implementation of MS


4. discusses importance of identifying judgment criteria & behavioural objectives.

Research Questions

1. does this measurement model work for measuring client success ?


2. how does it distinguish between process and results?


3. does it measure consultant effectiveness?


4. in which of six dimensions of engagement is there success?

Materials or evidence
Case studies and surveys in 85 computer based system selection projects (CBIS). Participants are Singaporean small, medium & local business. Clients response was 80% (67/85) and 32/35 for consultant. What are the characteristics of the non-respondents?

Method: case studies, 1 pilot & 5*cases analyses. Unit of analysis is the selection project because:

1. it is easier to distinguish between selection failure and implementation failure


2. selection projects is characteristic of engagement where consultants is employed only to assist with identification of a solution.

Model is descriptive measurement model (the “inner” model in co-variance structure analysis). It includes 3 objective and subjective areas of assessment: objective is usage/acceptance of consultants’ recommendations; change in client understanding; actual vs. estimated resource requirements. Subjective is the client’s satisfaction.

Is the questionnaire valid & reliable?

Validity Internal (causal) validity – I cannot see how this is measured. Does A cause B? The B are the 7 areas. So what is the independent variable that causes them?

Content validity was checked through semi-structured interviews (how?), development of case narratives, and publication of problems, pilot testing, and presentation of early observations, presentation of a priori measures of success.
Survey instrument used Likert-like scales.
Testing construct validity – factor analysis used.