Organization leaders manage change through projects to realize specific expected benefits. Under Expectation-Confirmation theory, expected benefits can be used to judge the ongoing viability and final success of the project. Organization leaders often develop management controls to ensure that the expected benefits are defined to allow their use when judging project success during and after the project. These controls often fail to achieve the desired results. The purpose of this qualitative, non-experimental, single-case study was to identify the causes of control failures in a representative project. The unit of analysis for this research was an information technology project by a nationally known electronics retailer located in Fort Worth, Texas. The majority of the research data was gathered from project documentation and interviews with project participants. A list of economic benefits was developed during the planning process for the case study project. However, a number of these expected benefits could not be substantiated at the end of the project. The review of the case study showed that there were organizational, training, technology, procedural, policy, and communication issues that impacted the effectiveness of the management controls. This control failure during the project planning process ultimately hindered the ability of the organization's management to clearly determine if the expected benefits were achieved. The case study also included a review of the response by the organization's management to this control failure. These lessons can be applied by other organizations to minimize the risk of a similar control failure in their organizations. The results of this research also include the need to study the areas of developing controls to compare expected benefits to actual results and the relationship between organizational need and available ROI components. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page: http://www.proquest.com/en-US/products/dissertations/individuals.shtml.]