Measurement metrics for measuring success of business intelligence system

Abstract

Currently, Business Intelligence Systems (BIS) have been widely utilized in organizations. Although BIS have been well accepted as value creator by organizations, justification of BIS value is not always been clear in order to justify BIS investment. Therefore, to understand BIS value, organizations need to measure their BIS. In addition, reviewing other researches shows that BIS measurement was used for managing BIS process as well as understanding BIS value. Prior researchers applied objective and subjective methods for BIS measurement which are suitable for Competitive Intelligence System (CIS) but not for BIS. Literatures also suggested that Information Systems (IS) success measurement models could be used for BIS success measurement in order to understand BIS value and manage BIS process. Therefore, this research applied DeLone & McLean (D&M) updated IS success model to identify BIS success dimensions. Furthermore, based on the model, previous researches focused more on user satisfaction, system use and net benefits dimensions of BIS success rather than BIS service, system, and information quality dimensions which this research aimed to address. To do so, the interpretive paradigm was chosen. Qualitative data collection methods, which include interviews, focus group and organizational document review were applied for collecting data in the largest car manufacturing company of Middle-East as a case study. During this study, 25 participants include senior and technical level managers were selected as interviewees and focused group members. Collected data was analyzed using qualitative data analysis methods, and the findings were validated by 10 BIS experts. In addition, researcher performed a Walk-Through test on BIS in Case Study Company. The main contribution of this research is the measurement metrics for BIS quality and the BIS success measurement model, which are applicable to understand success of BIS in organizations.