Critical success factors in developing teleworking programs

Purpose To provide a framework of critical success factors for practioners and employers looking to develop new or enhance existing telework programs. Design/methodology/approach This paper focuses on benchmarking the remote work arrangement of telecommuting. The issues of teleworking, including the benefits and challenges of such arrangements, are presented and reviewed. Based on a review of the teleworking literature, the authors have developed a framework that specifies the critical success factors that are instrumental in implementing or improving a teleworking program. Findings The authors put forward a framework of the critical success factors including support, communication, and trust that are instrumental in developing telework programs. In order to address both macro and micro levels of analysis, the framework outlines critical success factors at the organizational, managerial, and employee level. Practical implications In the information age, with rapid advances in technology and telecommunication systems, a teleworking program is not only a possibility, but also a smart strategic business decision. This paper provides a useful framework for organizations to employ when developing new or enhancing existing telework arrangements. Originality/value By focusing on benchmarking the teleworking process, this paper provides a new and structured approach in the development of telework programs.