Description
Assessment of Business Intelligence Maturity in the Selected Organizations
Abstract—The main purpose of this paper is to assess the
level of Business Intelligence (BI) maturity in organizations.
The research questions I ask in this study are: (1) hat
possi!ilities offer BI systems for different organizations" (#)
ho to measure and evaluate the BI maturity in organizations$
The study as !ased on: (1) a critical analysis of literature" (#)
a o!servation of different BI initiatives undertaken in various
organizations" as ell as on (%) semi&structured intervies
conducted in polish organizations in #'1#. (ome intervies"
conducted in #' polish enterprises" ere held ith e)ecutives"
senior mem!ers of staff" and I*T specialists. The reminder of
my paper is organized as follos. +irstly" the idea of BI is
descri!ed. ,e)t" the issue of BI maturity models is recognized.
+inally" -arter.s /aturity /odel for Business Intelligence and
0erformance /anagement is used to assess the level of BI in
surveyed organizations.
I. INTRODUCTION
LTHOUGH Business Intelligence (BI) has been devel-
!ing "# ve# $% &ea#s' (an& #gani)atins a#e nt
able t (a*e "#( it the e""ective tl "# decisin (a*ing #
c#eating the c(!etitive advantage +,-' +$-. One " the #ea-
sn " this "act is that the& d nt *n. a the#etical "unda-
tin h. t diagnse ((easu#e) BI using in #gani)atins.
/' the s&ste(atic and delibe#ate stud& n !ssibilities that
""e# BI "# #gani)atins and the .a&s " its assess(ent is
c#ucial. The #esea#ch 0uestins I as* in this stud& a#e1 (,)
.hat !ssibilities ""e# BI s&ste(s "# di""e#ent #gani)a-
tins' ($) h. t (easu#e and evaluate the BI (atu#it& in
#gani)atins2 The stud& .as based n1 (,) a c#itical anal&-
sis " lite#atu#e' ($) a bse#vatin " di""e#ent BI initiatives
unde#ta*en in va#ius #gani)atins' as .ell as n (3)
se(i-st#uctu#ed inte#vie.s cnducted in !lish #gani)atins
in $%,$. /(e inte#vie.s' cnducted in $% !lish ente#-
!#ises' .e#e held .ith ve# 4% #es!nde#s1 e5ecutives' seni#
(e(be#s " sta""' and ICT s!ecialists The& #e!#esented the
se#vice sect#1 telec((unicatins (T)-6' cnsulting (C)-6'
ban*ing (B)-6' insu#ance (I)-6' (a#*eting agencies (78)-6.
8
The #e(inde# " (& !a!e# is #gani)ed as "ll.s. 9i#stl&'
the idea " BI is desc#ibed. Ne5t' the issue " BI (atu#it&
(dels is #ecgni)ed. 9inall&' Ga#te#:s 7del "# Business
Intelligence and ;e#"#(ance 7anage(ent is used t assess
the level " BI (atu#it& in su#ve&ed #gani)atins.
The !a!e# !#vides valuable in"#(atin n the !ssibili-
ties that ""e# BI s&ste(s "# #gani)atins and the .a&s "
thei# evaluatin. It is dedicated "# decisin-(a*e#s' (an-
age#s and ICT s!ecialists inte#ested in using BI s&ste(s in
#gani)atins. The stud& (a*es use"ul cnt#ibutin t the
lite#atu#e and the#ists n the idea " BI' BI using in #gani-
)atins' and the .a&s " its assess(ent.
II. B8CORI:s Business Intelligence 7del
K=c*e#sn:s 7del =c*e#sn +3%-
This (del "cuses (ainl& n the technical as!ect "# (atu#it& assess(ent. It cnstitutes " A
(atu#it& levels and uses a (eta!h# " hu(an evlutin1 !#enatal' in"ant' child' teenage#' adult
and sage
Ga#tne#:s 7atu#it& 7del "# BI and
;7 +3,-
The (del is a (ean t assess the (atu#it& " an #gani)atin:s e""#ts in BI and ;7 and h.
(atu#e these need t bec(e t #each the business gals. The (del #ecgni)es @ (atu#it&
levels1 una.a#e' tactical' "cused' st#ategic' !e#vasive
87R Resea#ch:s Business IntelligenceL
;e#"#(ance 7anage(ent +$?-
The (del is desc#ibed b& 6 (atu#it& levels1 #eacting (.he#e have .e been2)' antici!ating
(.he#e a#e .e n.2)' cllab#ating (.he#e a#e .e ging2)' and #chest#ating (a#e .e all n the
sa(e !age2). It is used t assess the #gani)atin in the a#ea BI and ;7
Business In"#(atin 7atu#it& 7del
+$4-
The (del is cha#acte#i)ed b& 3 (atu#it& levels. The "i#st level ans.e#s the 0uestin M .hat
business use#s .ant t accessF' the secnd E.h& the in"#(atin is neededF' the thi#d Eh.
in"#(atin !ut int business useF
7del " 8nal&tical C(!etitin +,-
The (del desc#ibes the !ath that an #gani)atin can "ll. "#( having vi#tuall& n
anal&tical ca!abilities t being a se#ius anal&tical c(!etit#. It includes @ stages " anal&tical
c(!etitin1 anal&ticall& i(!ai#ed' lcali)ed anal&tics' anal&tical as!i#atins' anal&tical
c(!anies' and anal&tical c(!etit#s
In"#(atin =vlutin 7del' /8/
+3$-
The (del su!!#ts #gani)atin in assessing h. the& use in"#(atin t d#ive business' e.g.'
t utline h. in"#(atin is (anaged and utili)es as a c#!#ate asset. It is cha#acte#i)ed b& @
(atu#it& levels1 !e#ate' cnslidate' integ#ate' !ti(i)e' innvate
7del Business Intelligence 7atu#it&
Hie#a#ch& +33-
The (del .as devel!ed in *n.ledge (anage(ent and cnstitutes " 6 (atu#it& levels1 data'
in"#(atin' *n.ledge and .isd(
In"#ast#uctu#e O!ti(i)atin 7atu#it&
7del +$4-
The (del enables a (ve "#( #eactive t !#active se#vice (anage(ent. It aids in assessing
di""e#ent a#eas c(!#ising the c(!an& in"#ast#uctu#e. The (del is desc#ibed b& 6 (atu#it&
levels1 basic' standa#di)ed' #atinali)ed (advanced)' and d&na(ic
Laude# " Business Intelligence (LOBI)
+$4-
The (del desc#ibes levels " (atu#it& in e""ectiveness and e""icienc& " decisin (a*ing. IT'
!#cesses and !e!le a#e assessed "#( the !e#s!ective " A levels1 "acts' data' in"#(atin'
*n.ledge' unde#standing' enabled intuitin
Ha.lett ;ac*age Business 7atu#it&
7del
The (del ai(s at desc#ibing the !ath "#.a#d as c(!anies .#* t.a#d clse# align(ent "
business an IT #gani)atins. It includes @ (atu#it& levels1 !e#atin' i(!#ve(ent' align(ent'
e(!.e#(ent' and t#ans"#(atin
>atsn:s 7del +$B- The (del is based n the stages " g#.th cnce!t' a the#& desc#ibing the bse#vatin that
(an& things change ve# ti(e in se0uential' !#edictable .a&s. The (atu#it& levels include1
initiatin' g#.th' and (atu#it&
Te#adata:s BI and D> 77 +$A- 7atu#it& cnce!t is !#cess-cent#ic' st#essing the i(!act " BI n the business !#cesses The
(del has @ (atu#it& levels1 #e!#ting (.hat ha!!ened2)' anal&)ing (.h& did it ha!!en2)'
!#edicting (.hat .ill ha!!en2)' !e#atinali)ing (.hat is ha!!ing2)' and activating ((a*e it
ha!!en).
954 PROCEEDINGS OF THE FEDCSIS. KRAK
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ni0ue " an in-de!th inte#vie.. T&!es " c#e inte#vie.s
0uestins #elevant t this !a!e# a#e #e"lected in table ,.
The su#ve& .as cnducted in $%,$ a(ng !u#!se"ull&
selected "i#(s (in ;land) that a#e cnside#ed t be advanced
in BI. The& #e!#esented the se#vice sect#1 telec((unica-
tins (T)-6' cnsulting (C)-6' ban*ing (B)-6' insu#ance (I)-6'
(a#*eting agencies (78)-6. Inte#vie.s .e#e held .ith e5ec-
utives' seni# (e(be#s " sta"" and ICT s!ecialists. Inte#vie-
.ees .e#e selected n thei# invlve(ent in BI # n thei#
abilit& t ""e# an insight based n e5!e#ience in BI and #e-
lated decisin su!!#t s&ste(s. Ga#tne#:s 7atu#it& 7del
"# Business Intelligence and ;e#"#(ance 7anage(ent (de-
sc#ibed in the !#evius sectin)' "# the assess(ent " the
BI-(atu#it& level in selected #gani)atins' .as used.
IN. 9INDING/
7& #esea#ch cn"i#(ed that BI identi"ied in the lite#atu#e
.as als e5!e#ienced in selected #gani)atins. Table $
!#esents the ans.e#s "# as*ed 0uestins. The BI (atu#it& in
su#ve&ed #gani)atins ((a!!ing nt Ga#tne#:s 7atu#it&
7del "# Business Intelligence and ;e#"#(ance 7anage-
(ent) and "act#s that all. the( t achieve the va#ius
business bene"its .ith BI' a#e indicated in table 3.
N. DI/CU//ION
The cllected and !#cessed data .e#e (a!!ed nt Ga#t-
ne#:s 7atu#it& 7del "# Business Intelligence and ;e#"#-
(ance 7anage(ent. The btained #esults all. t state that
a(ng $% su#ve&ed #gani)atins t. #gani)atins "all int
the categ#& " E!e#vasiveE level. These .e#e telec((uni-
catin c(!an& and (a#*eting agenc&. Thei# anal&tical and
BI c(!etences a#e ai(ed at business bene"its' li*e1 ac0ui#-
ing ne. cust(e#s' launching ne. !#ducts and ne. chan-
nels " sale.
BI c(!etences a#e t#eated b& these #gani)atins as thei#
c#e c(!etences that hel! the( t c(!ete n the (a#*et.
O#gani)atins achieve signi"icant ecn(ic bene"its and use
BI "# (a#*eting anal&ses (sales !#"itabilit&' !#"it (a#gins'
(eeting sales ta#gets' ti(e " #de#s)' cust(e# anal&ses
(ti(e " (aintaining cntacts .ith cust(e#s' cust(e#
TABLE II.
TYPES OF ASKED QUESTIONS AND ANSWERS
No Asked questions during interviews Answers ( number of organizations)
1 How do you define BI? Tools to manage information (9), data warehouse (5), analytical
applications (4), new way of doing business (2)
2 What do you use BI for (reporting, ad-hoc reporting,
analyzing, alerting, predictive modeling,
operationalizing, optimization, activating, etc.) ?
Reporting (15), ad-hoc reporting (9), analyzing (12), alerting (2), predictive
modeling (2), optimization (3), activating (2)
3 Does your organization have a defined BI strategy? Comprehensive BI strategy (5), partly defined BI strategy (12), none (3)
4 Does your organization have defined business
processes?
Defined basic processes (9), defined core business processes (6), not
defined (5)
5 Does your organization/department have defined
metrics?
Metrics for selected departments (13), metrics for the whole organization
(4), none metrics (3)
6 Assess the quality of data used in your organization
(complete, correct, consistent; high/medium/poor
quality data, etc.)
High quality data (6), medium quality data (11), rather poor quality data (3)
7 Are you skilled enough in order to take advantage of
BI systems?
Skilled enough (7), not skilled enough (8), poor skilled (5)
8 Do you use management dashboards? Used management dashboards in limited scope (14), used management
dashboards in whole organization (4), not used (2)
9 Is your BI (un)limited to the part/department of
organization?
BI limited to the part of organization (15), unlimited (5)
10 Are you motivated to use BI (how)? Users motivated by training (8), motivated by bonuses (6), not motivated
(6)
11 Do you use BI for analyzing customers, suppliers,
competitors and other business partners?
BI for analyzing customers (17), suppliers (14), competitors (5), other
stakeholders (4)
12 Who is the sponsorship of BI in your organization? CIO (3), senior management (6), business analyst (4), ICT specialists (7)
13 What kind of BI software do you use? Regional data warehouse (9), centralized data warehouse (5), operational
data bases (6)
14 Describe some successes/failures from using BI Success: acquiring new customers (14), acquiring new suppliers (11),
increase of sale (8), fraud detection (6), launching new channels of sale (3),
launching new products (3). Failures: not trust in BI (4), gap between BI/
business (12), users do not recognize their own data after it is processed (7),
decision-making skills absent (6), BI is expensive (5)
15 Indicate some benefits from using BI Better access to data (13), better decisions (12), improvement of business
process (9), improved business performance (8), costs saving (7),
transparency of information (5), new way of doing business (2)
CELINA OLSZAK: ASSESSMENT OF BUSINESS INTELLIGENCE MATURITY 955
!#"itabilit&' (deling cust(e#s: behavi# and #eactins'
cust(e# satis"actin)' (nit#ing " c(!etit#s and cu#-
#ent t#ends in the (a#*et!lace. The c((n anal&tical a!-
!#ach is used b& the .hle #gani)atin .he#e b#adl& su!-
!#ted "act-based and lea#ning cultu#e is cultivated. The in-
te#vie.ees cn"i#(ed that the "act#s that hel! thse #gani-
)atins t sta& at that high (atu#it& level in BI' include
st#ng su!!#t " C=O and all use#:s t#ust in BI.
8n inte#esting g#u! .as (ade u! " #gani)atins classi-
"ied at the "u#th BI (atu#it& level. 9u# #gani)atins
(,78' ,T' $B) in (& stud& "it int the st#ategic level. The&
d nt c(!ete th#ugh BI' but the& have high c(!etences
in using di""e#ent BI anal&ses' li*e1 "inancial anal&ses
(#evie.ing " csts and #evenues' calculatin and
c(!a#ative anal&ses " c#!#ate inc(e state(ents'
anal&ses " c#!#ate balance sheet and !#"itabilit&)'
cust(e# !#"itabilit&' cust(e# seg(entatin' i(!#ving
(a#*eting e""ectiveness. It see(s that the#e is a ve#& little t
be dne in #de# t use BI "# (a*ing signi"icant changes in
#unning a business. The#e"#e' shi"ting these #gani)atins
"#( Fst#ategicF t F!e#vasiveF level #e0ui#es (#e su!!#t
"#( C=O and hisLhe# #eal !assin. The inte#vie.ees
indicated the g#eate# need "# (tivatin " use#s "#
cllecting' anal&)ing and using in"#(atin.
The su#ve& has sh.n that u! t ? #gani)atins ($T'
,78' $C' $I' $B) use BI n the de!a#t(ent level. 8lthugh
the& .uld be (uch (#e c((n in a #and( sa(!le' and
!e#ha!s the la#gest g#u!. BI in these #gani)atins has nt
been !la&ing a st#ategic #le and bene"its "#( it a#e li(ited.
BI is used t !e#"#( ad hc #e!#ting and t ans.e# 0ues-
tins #elated t de!a#t(ents: nging !e#atins' u!-t-date
"inancial standing' sales and c-!e#atin .ith su!!lie#s and
cust(e#s. BI and (anage(ent a#e "ten nt aligned. The
bse#vatin and inte#vie.s .ith seni# e5ecutives all. t
state that the lac* " a!!#!#iate *n.ledge abut !ssibili-
ties " BI a(ng sta"" #esults in a #elativel& l. use " it.
The#e"#e' the (ain tas*s "# #gani)atins include "i#st "
all1 devel!ing c#!#ate cultu#e based n "acts and lea#ning'
TABLE III.
OVERVIEW OF BI- MATURITY LEVELS IN SURVEYED ORGANIZATIONS
4evel 0eople 0rocess /etrics and technology (cope of !enefits
Una.a#e Use#s d nt *n. thei#
.n data #e0ui#e(ents #
h. t use the(
Use#s d nt *n.
business !#cessesH data
a#e !# 0ualit&
Lac* " a!!#!#iate ha#d.a#e and
s"t.a#eH the (et#ics a#e nt
de"inedH the use " #e!#ting is
li(ited
8l(st nne
Tactical
$I'
$C'
,78
The use#s ta*e the "i#st
BI initiativesH
l. su!!#t "#( seni#
e5ecutives
Identi"icatin " basic
business !#cesses
Reginal data .a#ehuses a#e
builtH anal&)ing t#ends and !ast
dataH "i#st inte#active #e!#ting
tlsH (et#ics a#e usuall& used n
the de!a#t(ent level nl&
L. bene"its li(ited t
s(all g#u! " use#sH
bette# access t data and
static #e!#ting
/uccess "act#s1 su!!#t "#( seni# (anage(ent' a!!#!#iate BI tls' 0ualit& " data' de"ined business !#cesses and (et#ics
9cused
$T' ,78' $C'
$I' $B
Use#s t#& t !ti(i)e the
e""icienc& " individual
de!a#t(ents b& BI
/tanda#di)atin "
business !#cesses and
building best !#actices in
BI
7anage(ent dashba#ds a#e
usedH a cent#ali)ed data
.a#ehuse is builtH ad-hc
#e!#ting' 0ue#& d#illd.n
Bene"its li(ited t
de!a#t(ents and business
unitsH i(!#ve(ent "
inte#nal business !#cesses
and decisin (a*ing n
!e#atinal level
/uccess "act#s1 devel!ing c#!#ate cultu#e based n "acts' stating clea#l& BI st#ateg&' i(!le(enting t#aining s&ste( n BI
/t#ategic
,78'
,T'
$B
Use#s have high BI
ca!abilities' but "ten nt
aligned .ith #ight #le
Business !#cess
(anage(ent based n
"acts
High-0ualit& dataH have BI
st#ateg&H using (#e c(!le5
!#edictin and (deling tlsH
data (ining
Bene"its "# the .hle
#gani)atinH integ#ated
anal&sis "# "inance'
lgistics' !#ductinH
i(!#ve(ent " decisin
(a*ing n all levels "
(anage(ent
/uccess "act#s1 su!!#t "#( C=O' (tivatin " use#s "# cllecting' anal&)ing and using in"#(atin
;e#vasive
,T' ,78
Use#s have ca!abilities
and ti(e t use BIH s*ill
t#aining in BIH use#s a#e
encu#aged t cllect'
!#cess anal&)e and
sha#e in"#(atinH C=O
!assin and b#ad-based
(anage(ent
c((it(ent
B#adl& su!!#ted'
!#cess-#iented cultu#e
based n "acts' lea#ning
and sha#ing "
*n.ledge
=nte#!#ise-.ide BI a#chitectu#e
la#gel& i(!le(entedH cust(i)ed
#e!#tsH business and BI a#e
aligned and c!e#ative
Bene"its "# the .hle
envi#n(entH c(!eting in
BIH ne. .a&s " ding
business
/uccess "act#s1 st#ng su!!#t " C=O' e""ective HR7 and all use#:s t#ust in BI
956 PROCEEDINGS OF THE FEDCSIS. KRAK
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stating clea#l& BI st#ateg& and i(!le(enting t#aining s&ste(
n BI.
I "und in (& stud& that @ #gani)atins ($I' $C' ,78)
a#e at the !sitin " EtacticalF (atu#it& level. The& use a
t#aditinal a!!#ach t (anage(ent' "cused (#e n the
!e#"#(ing the basic tas*s " de!a#t(ents than n business
!#cesses. The *n.ledge abut BI in these #gani)atins is
#athe# l. and identi"ied (ainl& .ith #eginal data .a#e-
huses # databases. Onl& basic business !#cesses a#e #ec-
gni)ed and basic (et#ics a#e used. The inte#vie.ees indi-
cated that (an& use#s have s(e !#ble(s .ith #ecgni)ing
thei# .n data a"te# !#cessing. The use#s have #athe# l.
e5!e#ience .ith the# t&!es " (anage(ent in"#(atin s&s-
te(s. Thei# intellectual #esu#ces a#e nt ade0uate in #de#
t devel! c(!le5 BI in"#ast#uctu#e and t use it "# i(-
!#ve(ent " business !#cesses and decisin-(a*ing.
T cnclude the discussin n the use " BI in su#ve&ed
#gani)atins' I .nde# .h& #gani)atins in a si(ila# seg-
(ent' .ith si(ila# "inancial #esu#ces and c(!a#able BI in-
"#ast#uctu#e' de#ive "#( BI such dive#se bene"its (e.g. in the
studied case' telec((unicatins c(!anies and adve#tising
agencies). /ee*ing the ans.e# t this 0uestin it shuld be
nted that the #gani)atins' that have been classi"ied int
the categ#& " BI E!e#vasiveF level' .e#e highl& dete#-
(ined t cllect' !#cess' anal&)e' and sha#e in"#(atin.
C#!#ate cultu#e based n "acts and lea#ning hel!ed the( t
use chances ""e#ed b& BI. The (st i(!#tant "act#s that
decided n the success " BI initiatives #e"e# nt t the tech-
nlg&' but t the st#ng believe " all use#s in BI.
NI. CONCLU/ION/
The (ain cnclusin " this stud& is that BI s&ste(s (a&
be a t#igge# "# (a*ing (#e e""ective decisins' i(!#ving
business !#cesses and business !e#"#(ance' as .ell as d-
ing ne. business. Obse#vatin and cnducted discussins
.ith inte#vie.s let t state' that the "act#s that all. #gani-
)atins t achieve business bene"its .ith BI' include "i#st "
all1 (anage(ent leade#shi! and su!!#t' c#!#ate cultu#e'
e5!#essed b& e""ective in"#(atin #esu#ces (anage(ent'
clea#l& stated st#ateg& and bGectives' and use " a!!#!#iate
BI technlgies. 8dditinall&' the i(!#tant "act#s .e#e1
clea#l& de"ined business !#cesses' business !e#"#(ance
(easu#e(ent' incentive s&ste( t encu#age cllecting' ana-
l&)ing in"#(atin and *n.ledge sha#ing' a!!#!#iate #e-
su#ces ("inancial' intellectual)' t#aining and educatin n BI
and *n.ledge (anage(ent.
The #esea#ch has (ade a the#etical cnt#ibutin t u#
unde#standing " BI issue. The utc(es e5tend cu##ent the-
#& n BI and !#vide use"ul in"#(atin' .hich h!e"ull&
.ill hel! the #gani)atins t unde#stand the cnse0uences
" the di""e#ent .a&s " BI using' as .ell as' t dete#(ine the
"act#s n .hich the& shuld give !a#ticula# attentin .hile
building di""e#ent BI a!!licatins.
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imensional $odeling! in Business Intelligence )n(ironment' IB7'
Inte#natinal Technical /u!!#t O#gani)atin' $%%A.
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+33- R. Deng' EBusiness Intelligence 7atu#it& Hie#a#ch&. 8 Ne.
;e#s!ective "#(
Assessment of Business Intelligence Maturity in the Selected Organizations
Abstract—The main purpose of this paper is to assess the
level of Business Intelligence (BI) maturity in organizations.
The research questions I ask in this study are: (1) hat
possi!ilities offer BI systems for different organizations" (#)
ho to measure and evaluate the BI maturity in organizations$
The study as !ased on: (1) a critical analysis of literature" (#)
a o!servation of different BI initiatives undertaken in various
organizations" as ell as on (%) semi&structured intervies
conducted in polish organizations in #'1#. (ome intervies"
conducted in #' polish enterprises" ere held ith e)ecutives"
senior mem!ers of staff" and I*T specialists. The reminder of
my paper is organized as follos. +irstly" the idea of BI is
descri!ed. ,e)t" the issue of BI maturity models is recognized.
+inally" -arter.s /aturity /odel for Business Intelligence and
0erformance /anagement is used to assess the level of BI in
surveyed organizations.
I. INTRODUCTION
LTHOUGH Business Intelligence (BI) has been devel-
!ing "# ve# $% &ea#s' (an& #gani)atins a#e nt
able t (a*e "#( it the e""ective tl "# decisin (a*ing #
c#eating the c(!etitive advantage +,-' +$-. One " the #ea-
sn " this "act is that the& d nt *n. a the#etical "unda-
tin h. t diagnse ((easu#e) BI using in #gani)atins.
/' the s&ste(atic and delibe#ate stud& n !ssibilities that
""e# BI "# #gani)atins and the .a&s " its assess(ent is
c#ucial. The #esea#ch 0uestins I as* in this stud& a#e1 (,)
.hat !ssibilities ""e# BI s&ste(s "# di""e#ent #gani)a-
tins' ($) h. t (easu#e and evaluate the BI (atu#it& in
#gani)atins2 The stud& .as based n1 (,) a c#itical anal&-
sis " lite#atu#e' ($) a bse#vatin " di""e#ent BI initiatives
unde#ta*en in va#ius #gani)atins' as .ell as n (3)
se(i-st#uctu#ed inte#vie.s cnducted in !lish #gani)atins
in $%,$. /(e inte#vie.s' cnducted in $% !lish ente#-
!#ises' .e#e held .ith ve# 4% #es!nde#s1 e5ecutives' seni#
(e(be#s " sta""' and ICT s!ecialists The& #e!#esented the
se#vice sect#1 telec((unicatins (T)-6' cnsulting (C)-6'
ban*ing (B)-6' insu#ance (I)-6' (a#*eting agencies (78)-6.
8
The #e(inde# " (& !a!e# is #gani)ed as "ll.s. 9i#stl&'
the idea " BI is desc#ibed. Ne5t' the issue " BI (atu#it&
(dels is #ecgni)ed. 9inall&' Ga#te#:s 7del "# Business
Intelligence and ;e#"#(ance 7anage(ent is used t assess
the level " BI (atu#it& in su#ve&ed #gani)atins.
The !a!e# !#vides valuable in"#(atin n the !ssibili-
ties that ""e# BI s&ste(s "# #gani)atins and the .a&s "
thei# evaluatin. It is dedicated "# decisin-(a*e#s' (an-
age#s and ICT s!ecialists inte#ested in using BI s&ste(s in
#gani)atins. The stud& (a*es use"ul cnt#ibutin t the
lite#atu#e and the#ists n the idea " BI' BI using in #gani-
)atins' and the .a&s " its assess(ent.
II. B8CORI:s Business Intelligence 7del
K=c*e#sn:s 7del =c*e#sn +3%-
This (del "cuses (ainl& n the technical as!ect "# (atu#it& assess(ent. It cnstitutes " A
(atu#it& levels and uses a (eta!h# " hu(an evlutin1 !#enatal' in"ant' child' teenage#' adult
and sage
Ga#tne#:s 7atu#it& 7del "# BI and
;7 +3,-
The (del is a (ean t assess the (atu#it& " an #gani)atin:s e""#ts in BI and ;7 and h.
(atu#e these need t bec(e t #each the business gals. The (del #ecgni)es @ (atu#it&
levels1 una.a#e' tactical' "cused' st#ategic' !e#vasive
87R Resea#ch:s Business IntelligenceL
;e#"#(ance 7anage(ent +$?-
The (del is desc#ibed b& 6 (atu#it& levels1 #eacting (.he#e have .e been2)' antici!ating
(.he#e a#e .e n.2)' cllab#ating (.he#e a#e .e ging2)' and #chest#ating (a#e .e all n the
sa(e !age2). It is used t assess the #gani)atin in the a#ea BI and ;7
Business In"#(atin 7atu#it& 7del
+$4-
The (del is cha#acte#i)ed b& 3 (atu#it& levels. The "i#st level ans.e#s the 0uestin M .hat
business use#s .ant t accessF' the secnd E.h& the in"#(atin is neededF' the thi#d Eh.
in"#(atin !ut int business useF
7del " 8nal&tical C(!etitin +,-
The (del desc#ibes the !ath that an #gani)atin can "ll. "#( having vi#tuall& n
anal&tical ca!abilities t being a se#ius anal&tical c(!etit#. It includes @ stages " anal&tical
c(!etitin1 anal&ticall& i(!ai#ed' lcali)ed anal&tics' anal&tical as!i#atins' anal&tical
c(!anies' and anal&tical c(!etit#s
In"#(atin =vlutin 7del' /8/
+3$-
The (del su!!#ts #gani)atin in assessing h. the& use in"#(atin t d#ive business' e.g.'
t utline h. in"#(atin is (anaged and utili)es as a c#!#ate asset. It is cha#acte#i)ed b& @
(atu#it& levels1 !e#ate' cnslidate' integ#ate' !ti(i)e' innvate
7del Business Intelligence 7atu#it&
Hie#a#ch& +33-
The (del .as devel!ed in *n.ledge (anage(ent and cnstitutes " 6 (atu#it& levels1 data'
in"#(atin' *n.ledge and .isd(
In"#ast#uctu#e O!ti(i)atin 7atu#it&
7del +$4-
The (del enables a (ve "#( #eactive t !#active se#vice (anage(ent. It aids in assessing
di""e#ent a#eas c(!#ising the c(!an& in"#ast#uctu#e. The (del is desc#ibed b& 6 (atu#it&
levels1 basic' standa#di)ed' #atinali)ed (advanced)' and d&na(ic
Laude# " Business Intelligence (LOBI)
+$4-
The (del desc#ibes levels " (atu#it& in e""ectiveness and e""icienc& " decisin (a*ing. IT'
!#cesses and !e!le a#e assessed "#( the !e#s!ective " A levels1 "acts' data' in"#(atin'
*n.ledge' unde#standing' enabled intuitin
Ha.lett ;ac*age Business 7atu#it&
7del
The (del ai(s at desc#ibing the !ath "#.a#d as c(!anies .#* t.a#d clse# align(ent "
business an IT #gani)atins. It includes @ (atu#it& levels1 !e#atin' i(!#ve(ent' align(ent'
e(!.e#(ent' and t#ans"#(atin
>atsn:s 7del +$B- The (del is based n the stages " g#.th cnce!t' a the#& desc#ibing the bse#vatin that
(an& things change ve# ti(e in se0uential' !#edictable .a&s. The (atu#it& levels include1
initiatin' g#.th' and (atu#it&
Te#adata:s BI and D> 77 +$A- 7atu#it& cnce!t is !#cess-cent#ic' st#essing the i(!act " BI n the business !#cesses The
(del has @ (atu#it& levels1 #e!#ting (.hat ha!!ened2)' anal&)ing (.h& did it ha!!en2)'
!#edicting (.hat .ill ha!!en2)' !e#atinali)ing (.hat is ha!!ing2)' and activating ((a*e it
ha!!en).
954 PROCEEDINGS OF THE FEDCSIS. KRAK
´
OW, 2013
ni0ue " an in-de!th inte#vie.. T&!es " c#e inte#vie.s
0uestins #elevant t this !a!e# a#e #e"lected in table ,.
The su#ve& .as cnducted in $%,$ a(ng !u#!se"ull&
selected "i#(s (in ;land) that a#e cnside#ed t be advanced
in BI. The& #e!#esented the se#vice sect#1 telec((unica-
tins (T)-6' cnsulting (C)-6' ban*ing (B)-6' insu#ance (I)-6'
(a#*eting agencies (78)-6. Inte#vie.s .e#e held .ith e5ec-
utives' seni# (e(be#s " sta"" and ICT s!ecialists. Inte#vie-
.ees .e#e selected n thei# invlve(ent in BI # n thei#
abilit& t ""e# an insight based n e5!e#ience in BI and #e-
lated decisin su!!#t s&ste(s. Ga#tne#:s 7atu#it& 7del
"# Business Intelligence and ;e#"#(ance 7anage(ent (de-
sc#ibed in the !#evius sectin)' "# the assess(ent " the
BI-(atu#it& level in selected #gani)atins' .as used.
IN. 9INDING/
7& #esea#ch cn"i#(ed that BI identi"ied in the lite#atu#e
.as als e5!e#ienced in selected #gani)atins. Table $
!#esents the ans.e#s "# as*ed 0uestins. The BI (atu#it& in
su#ve&ed #gani)atins ((a!!ing nt Ga#tne#:s 7atu#it&
7del "# Business Intelligence and ;e#"#(ance 7anage-
(ent) and "act#s that all. the( t achieve the va#ius
business bene"its .ith BI' a#e indicated in table 3.
N. DI/CU//ION
The cllected and !#cessed data .e#e (a!!ed nt Ga#t-
ne#:s 7atu#it& 7del "# Business Intelligence and ;e#"#-
(ance 7anage(ent. The btained #esults all. t state that
a(ng $% su#ve&ed #gani)atins t. #gani)atins "all int
the categ#& " E!e#vasiveE level. These .e#e telec((uni-
catin c(!an& and (a#*eting agenc&. Thei# anal&tical and
BI c(!etences a#e ai(ed at business bene"its' li*e1 ac0ui#-
ing ne. cust(e#s' launching ne. !#ducts and ne. chan-
nels " sale.
BI c(!etences a#e t#eated b& these #gani)atins as thei#
c#e c(!etences that hel! the( t c(!ete n the (a#*et.
O#gani)atins achieve signi"icant ecn(ic bene"its and use
BI "# (a#*eting anal&ses (sales !#"itabilit&' !#"it (a#gins'
(eeting sales ta#gets' ti(e " #de#s)' cust(e# anal&ses
(ti(e " (aintaining cntacts .ith cust(e#s' cust(e#
TABLE II.
TYPES OF ASKED QUESTIONS AND ANSWERS
No Asked questions during interviews Answers ( number of organizations)
1 How do you define BI? Tools to manage information (9), data warehouse (5), analytical
applications (4), new way of doing business (2)
2 What do you use BI for (reporting, ad-hoc reporting,
analyzing, alerting, predictive modeling,
operationalizing, optimization, activating, etc.) ?
Reporting (15), ad-hoc reporting (9), analyzing (12), alerting (2), predictive
modeling (2), optimization (3), activating (2)
3 Does your organization have a defined BI strategy? Comprehensive BI strategy (5), partly defined BI strategy (12), none (3)
4 Does your organization have defined business
processes?
Defined basic processes (9), defined core business processes (6), not
defined (5)
5 Does your organization/department have defined
metrics?
Metrics for selected departments (13), metrics for the whole organization
(4), none metrics (3)
6 Assess the quality of data used in your organization
(complete, correct, consistent; high/medium/poor
quality data, etc.)
High quality data (6), medium quality data (11), rather poor quality data (3)
7 Are you skilled enough in order to take advantage of
BI systems?
Skilled enough (7), not skilled enough (8), poor skilled (5)
8 Do you use management dashboards? Used management dashboards in limited scope (14), used management
dashboards in whole organization (4), not used (2)
9 Is your BI (un)limited to the part/department of
organization?
BI limited to the part of organization (15), unlimited (5)
10 Are you motivated to use BI (how)? Users motivated by training (8), motivated by bonuses (6), not motivated
(6)
11 Do you use BI for analyzing customers, suppliers,
competitors and other business partners?
BI for analyzing customers (17), suppliers (14), competitors (5), other
stakeholders (4)
12 Who is the sponsorship of BI in your organization? CIO (3), senior management (6), business analyst (4), ICT specialists (7)
13 What kind of BI software do you use? Regional data warehouse (9), centralized data warehouse (5), operational
data bases (6)
14 Describe some successes/failures from using BI Success: acquiring new customers (14), acquiring new suppliers (11),
increase of sale (8), fraud detection (6), launching new channels of sale (3),
launching new products (3). Failures: not trust in BI (4), gap between BI/
business (12), users do not recognize their own data after it is processed (7),
decision-making skills absent (6), BI is expensive (5)
15 Indicate some benefits from using BI Better access to data (13), better decisions (12), improvement of business
process (9), improved business performance (8), costs saving (7),
transparency of information (5), new way of doing business (2)
CELINA OLSZAK: ASSESSMENT OF BUSINESS INTELLIGENCE MATURITY 955
!#"itabilit&' (deling cust(e#s: behavi# and #eactins'
cust(e# satis"actin)' (nit#ing " c(!etit#s and cu#-
#ent t#ends in the (a#*et!lace. The c((n anal&tical a!-
!#ach is used b& the .hle #gani)atin .he#e b#adl& su!-
!#ted "act-based and lea#ning cultu#e is cultivated. The in-
te#vie.ees cn"i#(ed that the "act#s that hel! thse #gani-
)atins t sta& at that high (atu#it& level in BI' include
st#ng su!!#t " C=O and all use#:s t#ust in BI.
8n inte#esting g#u! .as (ade u! " #gani)atins classi-
"ied at the "u#th BI (atu#it& level. 9u# #gani)atins
(,78' ,T' $B) in (& stud& "it int the st#ategic level. The&
d nt c(!ete th#ugh BI' but the& have high c(!etences
in using di""e#ent BI anal&ses' li*e1 "inancial anal&ses
(#evie.ing " csts and #evenues' calculatin and
c(!a#ative anal&ses " c#!#ate inc(e state(ents'
anal&ses " c#!#ate balance sheet and !#"itabilit&)'
cust(e# !#"itabilit&' cust(e# seg(entatin' i(!#ving
(a#*eting e""ectiveness. It see(s that the#e is a ve#& little t
be dne in #de# t use BI "# (a*ing signi"icant changes in
#unning a business. The#e"#e' shi"ting these #gani)atins
"#( Fst#ategicF t F!e#vasiveF level #e0ui#es (#e su!!#t
"#( C=O and hisLhe# #eal !assin. The inte#vie.ees
indicated the g#eate# need "# (tivatin " use#s "#
cllecting' anal&)ing and using in"#(atin.
The su#ve& has sh.n that u! t ? #gani)atins ($T'
,78' $C' $I' $B) use BI n the de!a#t(ent level. 8lthugh
the& .uld be (uch (#e c((n in a #and( sa(!le' and
!e#ha!s the la#gest g#u!. BI in these #gani)atins has nt
been !la&ing a st#ategic #le and bene"its "#( it a#e li(ited.
BI is used t !e#"#( ad hc #e!#ting and t ans.e# 0ues-
tins #elated t de!a#t(ents: nging !e#atins' u!-t-date
"inancial standing' sales and c-!e#atin .ith su!!lie#s and
cust(e#s. BI and (anage(ent a#e "ten nt aligned. The
bse#vatin and inte#vie.s .ith seni# e5ecutives all. t
state that the lac* " a!!#!#iate *n.ledge abut !ssibili-
ties " BI a(ng sta"" #esults in a #elativel& l. use " it.
The#e"#e' the (ain tas*s "# #gani)atins include "i#st "
all1 devel!ing c#!#ate cultu#e based n "acts and lea#ning'
TABLE III.
OVERVIEW OF BI- MATURITY LEVELS IN SURVEYED ORGANIZATIONS
4evel 0eople 0rocess /etrics and technology (cope of !enefits
Una.a#e Use#s d nt *n. thei#
.n data #e0ui#e(ents #
h. t use the(
Use#s d nt *n.
business !#cessesH data
a#e !# 0ualit&
Lac* " a!!#!#iate ha#d.a#e and
s"t.a#eH the (et#ics a#e nt
de"inedH the use " #e!#ting is
li(ited
8l(st nne
Tactical
$I'
$C'
,78
The use#s ta*e the "i#st
BI initiativesH
l. su!!#t "#( seni#
e5ecutives
Identi"icatin " basic
business !#cesses
Reginal data .a#ehuses a#e
builtH anal&)ing t#ends and !ast
dataH "i#st inte#active #e!#ting
tlsH (et#ics a#e usuall& used n
the de!a#t(ent level nl&
L. bene"its li(ited t
s(all g#u! " use#sH
bette# access t data and
static #e!#ting
/uccess "act#s1 su!!#t "#( seni# (anage(ent' a!!#!#iate BI tls' 0ualit& " data' de"ined business !#cesses and (et#ics
9cused
$T' ,78' $C'
$I' $B
Use#s t#& t !ti(i)e the
e""icienc& " individual
de!a#t(ents b& BI
/tanda#di)atin "
business !#cesses and
building best !#actices in
BI
7anage(ent dashba#ds a#e
usedH a cent#ali)ed data
.a#ehuse is builtH ad-hc
#e!#ting' 0ue#& d#illd.n
Bene"its li(ited t
de!a#t(ents and business
unitsH i(!#ve(ent "
inte#nal business !#cesses
and decisin (a*ing n
!e#atinal level
/uccess "act#s1 devel!ing c#!#ate cultu#e based n "acts' stating clea#l& BI st#ateg&' i(!le(enting t#aining s&ste( n BI
/t#ategic
,78'
,T'
$B
Use#s have high BI
ca!abilities' but "ten nt
aligned .ith #ight #le
Business !#cess
(anage(ent based n
"acts
High-0ualit& dataH have BI
st#ateg&H using (#e c(!le5
!#edictin and (deling tlsH
data (ining
Bene"its "# the .hle
#gani)atinH integ#ated
anal&sis "# "inance'
lgistics' !#ductinH
i(!#ve(ent " decisin
(a*ing n all levels "
(anage(ent
/uccess "act#s1 su!!#t "#( C=O' (tivatin " use#s "# cllecting' anal&)ing and using in"#(atin
;e#vasive
,T' ,78
Use#s have ca!abilities
and ti(e t use BIH s*ill
t#aining in BIH use#s a#e
encu#aged t cllect'
!#cess anal&)e and
sha#e in"#(atinH C=O
!assin and b#ad-based
(anage(ent
c((it(ent
B#adl& su!!#ted'
!#cess-#iented cultu#e
based n "acts' lea#ning
and sha#ing "
*n.ledge
=nte#!#ise-.ide BI a#chitectu#e
la#gel& i(!le(entedH cust(i)ed
#e!#tsH business and BI a#e
aligned and c!e#ative
Bene"its "# the .hle
envi#n(entH c(!eting in
BIH ne. .a&s " ding
business
/uccess "act#s1 st#ng su!!#t " C=O' e""ective HR7 and all use#:s t#ust in BI
956 PROCEEDINGS OF THE FEDCSIS. KRAK
´
OW, 2013
stating clea#l& BI st#ateg& and i(!le(enting t#aining s&ste(
n BI.
I "und in (& stud& that @ #gani)atins ($I' $C' ,78)
a#e at the !sitin " EtacticalF (atu#it& level. The& use a
t#aditinal a!!#ach t (anage(ent' "cused (#e n the
!e#"#(ing the basic tas*s " de!a#t(ents than n business
!#cesses. The *n.ledge abut BI in these #gani)atins is
#athe# l. and identi"ied (ainl& .ith #eginal data .a#e-
huses # databases. Onl& basic business !#cesses a#e #ec-
gni)ed and basic (et#ics a#e used. The inte#vie.ees indi-
cated that (an& use#s have s(e !#ble(s .ith #ecgni)ing
thei# .n data a"te# !#cessing. The use#s have #athe# l.
e5!e#ience .ith the# t&!es " (anage(ent in"#(atin s&s-
te(s. Thei# intellectual #esu#ces a#e nt ade0uate in #de#
t devel! c(!le5 BI in"#ast#uctu#e and t use it "# i(-
!#ve(ent " business !#cesses and decisin-(a*ing.
T cnclude the discussin n the use " BI in su#ve&ed
#gani)atins' I .nde# .h& #gani)atins in a si(ila# seg-
(ent' .ith si(ila# "inancial #esu#ces and c(!a#able BI in-
"#ast#uctu#e' de#ive "#( BI such dive#se bene"its (e.g. in the
studied case' telec((unicatins c(!anies and adve#tising
agencies). /ee*ing the ans.e# t this 0uestin it shuld be
nted that the #gani)atins' that have been classi"ied int
the categ#& " BI E!e#vasiveF level' .e#e highl& dete#-
(ined t cllect' !#cess' anal&)e' and sha#e in"#(atin.
C#!#ate cultu#e based n "acts and lea#ning hel!ed the( t
use chances ""e#ed b& BI. The (st i(!#tant "act#s that
decided n the success " BI initiatives #e"e# nt t the tech-
nlg&' but t the st#ng believe " all use#s in BI.
NI. CONCLU/ION/
The (ain cnclusin " this stud& is that BI s&ste(s (a&
be a t#igge# "# (a*ing (#e e""ective decisins' i(!#ving
business !#cesses and business !e#"#(ance' as .ell as d-
ing ne. business. Obse#vatin and cnducted discussins
.ith inte#vie.s let t state' that the "act#s that all. #gani-
)atins t achieve business bene"its .ith BI' include "i#st "
all1 (anage(ent leade#shi! and su!!#t' c#!#ate cultu#e'
e5!#essed b& e""ective in"#(atin #esu#ces (anage(ent'
clea#l& stated st#ateg& and bGectives' and use " a!!#!#iate
BI technlgies. 8dditinall&' the i(!#tant "act#s .e#e1
clea#l& de"ined business !#cesses' business !e#"#(ance
(easu#e(ent' incentive s&ste( t encu#age cllecting' ana-
l&)ing in"#(atin and *n.ledge sha#ing' a!!#!#iate #e-
su#ces ("inancial' intellectual)' t#aining and educatin n BI
and *n.ledge (anage(ent.
The #esea#ch has (ade a the#etical cnt#ibutin t u#
unde#standing " BI issue. The utc(es e5tend cu##ent the-
#& n BI and !#vide use"ul in"#(atin' .hich h!e"ull&
.ill hel! the #gani)atins t unde#stand the cnse0uences
" the di""e#ent .a&s " BI using' as .ell as' t dete#(ine the
"act#s n .hich the& shuld give !a#ticula# attentin .hile
building di""e#ent BI a!!licatins.
R=9=R=NC=/
+,- T. H. Daven!#t' O. G. Ha##is' and R. 7#isn' Analytics at Work:
Smarter ecisions! Better "esults! Ha#va#d Business ;#ess'
Ca(b#idge' $%,%.
+$- C. 7. Ols)a*' EThe Business intelligence-based O#gani)atin- ne.
chances and ;ssibilitiesF' in #roceedings of the International
Conference on $anagement! %eadershi& and 'o(ernance' Bang**
Unive#sit&' Thailand' B-4 9eb#ua#& $%,3' =dited b& Nincent Ribie#e
and Lug*ana >#asinchai' Bang** Unive#sit&' ;ublished b&
8cade(ic Cn"e#ences and ;ublishing Inte#natinal Li(ited Reading
U< 66-,,4-?B$-6,64' !!. $6,-$6?.
+3- D. O. ;.e#' A brief history of ecision Su&&ort Systems' +nline-'
htt!1LLdss#esu#ces.c(Lhist#&Ldsshist#&.ht(l' $%%B.
+6- B. Liautaud' and 7. Ha((nd' )*Business Intelligence. Turning
Information into +no,ledge into #rofit' 7cG#a.-Hill' Ne. J#*'
$%%$.
+@- C. Balla#d' D.7 9a##ell' 7. Gu!ta' C. 7a)uela' and /. Nhni*'
imensional $odeling! in Business Intelligence )n(ironment' IB7'
Inte#natinal Technical /u!!#t O#gani)atin' $%%A.
+A- /. Negash' EBusiness IntelligenceF' Communications of Association
for Information Systems' Nl. ,3' $%%6' !!. ,BB-,?@.
+B- >. H. In(n' D. /t#auss' and G. Neushlss' W -..: The
Architecture for the /e0t 'eneration of ata Warehousing' =lsevie#
/cience' 8(ste#da(' $%%4.
+4- B.H. >i5(' and H.O. >atsn' EThe BI-based #gani)atinF'
International 1ournal of Business Intelligence "esearch' Nl. ,' N.
,' $%,%' !! ,3-$4.
+?- /. O. G#attn' EBI 3.% The Ou#ne& t Business Intelligence. >hat
des it (ean2F' htt!1LL....ca!ge(ini.c(.technlg&
(#et#ieved Octbe#' $%,$).
+,%- /. Negash' and ;. G#a&' EBusiness IntelligenceF' in 9. Bu#stein' and
C.>. Hlsa!!le (ed)' ecision Su&&ort Systems' /!#inge#' Be#lin'
$%%4' !! ,B@-,?3.
+,,- R. Ne(ec' EThe 8!!licatin " Business Intelligence 3.% Cnce!t in
the 7anage(ent " /(all and 7ediu( =nte#!#isesF' in 7.
Tv#di*va' O. 7inste#' ;. R)enhal (ed)' IT for #ractice -.2-'
=cn(ic*a 9aculta' N/B-TU Ost#ava' $%,$.
+,$- N. /ctt' EThe 3 ages " Business Intelligence1 Gathe#ing'
8nal&sing and ;utting it t >#*3' htt!1LLe5ca!ite.
blgs!t-ages-"-business-ntelligence.ht(l (#et#ieved
Oanua#& $%,3).
+,3- R. Chatte#' EDecding BI 3.%F' htt!1LLsea#chbusinessintelligence.
techta#get.inLans.e#Ldecding-BI-3% ( #et#ieved Oanua#& $%,3).
+,6- O. Reinsch(idt' and 8. 9#ancise' Business Intelligence Certification
'uide' IB7' Inte#natinal Technical /u!!#t O#gani)atin' $%%%.
+,@- N. L. /aute#' ecision Su&&ort Systems for Business Intelligence'
>ile&' Ne. Oe#se&' $%,%.
+,A- D. >ells' EBusiness anal&tics K getting the !intF' +nline-'
htt!1LLb-e&e-net.#*.c(Lvie.LB,33' $%%4.
+,B- O. 8. O:B#ien' and G. 7. 7a#a*as' Introduction to Information
Systems (,3
th
ed.)' 7cG#a.-Hill' Ne. J#*' $%%B.
+,4- H. Baa#as' and H.G. atsn' T. 8#i&achand#a' and R. O. 7at&s*a' EData
>a#ehusing /tags " G#.th3! Information Systems $anagement!
Nl. ,4' N. 3' $%,,' !!. 6$-@%.
+$4- I. H. H#iba# RaGte#ic' EOve#vie. " Business Intelligence 7atu#it&
7delsF' $anagement' Nl. ,@' N.,' $%,%' !!. 6B-AB.
+$?- O. Hage#t&' E87R Resea#ch:s Business IntelligenceL ;e#"#(ance
7anage(ent 7atu#it& 7delF' htt!1LL....eu#i(.#g.u*LactivitiesL
igLviL87RQResea#chsQBusinessQIntelligence.!d"' #et#ieved /e!-
te(be# $%,,' !!. ,.
+3%- 8. /chic*' 7. 9#lic*' and T. 8#i&achand#a' EC(!eting .ith BI
and 8nal&tics at 7nste# >#ld.ideF' in #roceedings of the 77
th
8a,aii International Conference on System Sciences' $%,,.
+3,- N. Ra&ne#' $aturity $odel of 6(er(ie, for Business Intelligence
and #erformance $anagement. Ga#tne# Inc. Resea#ch ' $%%4' !!. $.
+3$- /8/' EIn"#(atin =valuatin 7delF' htt!1LL....sas.c(L
s"t.a#eLie(L' Ret#ieved /e!te(be# $%,,.
+33- R. Deng' EBusiness Intelligence 7atu#it& Hie#a#ch&. 8 Ne.
;e#s!ective "#(