Appendix 1: Invitation letter & online survey
Betreft: Onderzoeksenquête naar succesfactoren van BI-systeem implementatie.
Geachte heer/mevrouw,
In september is de Faculteit Bedrijfskunde van de Rijksuniversiteit Groningen (RUG) gestart met een onderzoek naar het succes van SAP Business Intelligence (BI) systemen (SAP BW) of onderdelen daarvan. Het doel van dit onderzoek is het meten van de succesfactoren van een BI-systeem implementatietraject. We willen dit onderzoek
exclusief voor Company Y en Company X gaan uitvoeren. De resultaten van dit onderzoek zullen:
1. Company Y helpen in het verbeteren en professionaliseren van de interne
dienstverlening door duidelijkheid te creëren in de succesfactoren van BI-systemen en helpen in het meten en verbeteren van de kwaliteit (van het systeem, informatie en service).
2. Company X helpen de kwaliteit van het BI-systeem implementatie proces verder te verbeteren door kritieke punten in het implementatieproces aan te geven.
3. De RUG helpen het praktijkgedeelte van het onderzoek naar succesfactoren van BI- systeem implementatie te onderzoeken en daaraan conclusies te verbinden.
Wij willen u dan ook vragen om deze enquête via bijgevoegde link in te vullen. Een uitleg over de enquête vindt u hier ook.
Uiteraard worden alle gegevens vertrouwelijk behandeld, zijn alleen bedoeld voor dit academische onderzoek en zullen niet worden gebruikt voor andere doeleinden. Bijna alle vragen zijn te beantwoorden door simpelweg het vakje van uw keuze aan te kruizen. Het invullen van de enquête zal u tussen de 12 en 15 minuten van uw tijd kosten.
Na het onderzoek zal een samenvatting van de resultaten worden verspreid.
Uw medewerking aan deze enquête vormt een uiterst waardevolle bijdrage aan het onderzoek en wordt zeer gewaardeerd.
Alvast bedankt voor uw medewerking, Robert Poortman
Company X Utrecht.
Alex Veen Company Y
Appendix 2: Questionnaire Company X
What is your age?
O <19 O 20-29 O 30-39 O 40-49 O 50-59 O >60 What is your gender?
O Male O Female
For the following sections, please indicate to what extent the following statements are false, partly false, neutral, partly true and true from 1 to 5. In each statement true can mean:
correct, I agree, ...
‘The system’ can be seen as partly functions of a BI-system (strategy, etc….)
1. The system has got a low percentage of downtime (system is not accessible).
2. The system has got the ability to locate/restore bad data/errors 3. The system has got no technical problems such as bugs,
crashes etcetera.
4. The system can change or adjust easily to new conditions
5. The system responds quickly to changing user needs
6. The integration of the BI-system with other systems in the organization is working without problems.
7. Information from the BI-system can easily combined with information from other applications.
8. The system can be used when needed.
9. The system can easily be accessed without or with few restriction problems.
10. The system has got appropriate restrictions to maintain security.
11. The time between the information request and the information receive is low and appropriate (reaction of the system).
12. The requested information is sufficiently up-to-date for the
O O O O O O O O O O
O O O O O
O O O O O
O O O O O
O O O O O
O O O O O
O O O O O
O O O O O
O O O O O
O O O O O
O O O O O
task at hand
13. The data is available without delay
14. The time it takes for the system to respond to the user needs is appropriate.
O O O O O O O O O O
15. The integrity(correctness/consistency) o/t system is sufficient 16. The information is meaningful and believable.
17. The information is consistent with other factors.
18. The given information is logical.
19. The information is up-to-date
20. The given information is a valid representation of the current state of the world.
21. There is no out-of-date/redundant information available.
22. There are no attributes or parts from the given information missing.
23. The given information is complete.
24. The given information is complete enough.
25. The mutual information components of the given information hands well together.
26. The given information is consistent enough and there are no irrelevant and confusing details.
27. The information is presented in a useful format.
28. The information is clear and understandable.
29. The information from the system can be obtained when needed.
30. The information from the system can easily be accessed with no or few restriction problems.
31. The information from the system has got appropriate restrictions to maintain security.
32. The information can easily be combined with other
O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O
O O O O O O O O O O
O O O O O O O O O O O O O O O
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O O O O O O O O O O
O O O O O
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O O O O O O O O O O
information sources.
33. Unauthorized people can access secured information from the system.
34. Restrictions in terms of modification can be by-passed.
35. The information is well protected from natural disasters (short circuit etc).
36. The information can be verified as true information.
37. Information is satisfying among appropriate standards
O O O O O
O O O O O O O O O O
O O O O O O O O O O 38. Company X is equipped with the latest information and
technology towards Company Y.
39. The appearance of Company X is professional towards Company Y.
40. The attitude of Company X is professional towards Company Y.
41. Company X delivers services within a certain time frame as promised to Company Y.
42. Company X is sympathetic and reassuring towards Company Y’s problems.
43. Company X delivers services to Company Y at the time we promised to do so.
44. Company X provide timely services to Company Y.
45. Company X provide prompt services to Company Y.
46. Company X informs Company Y exactly when services will be performed.
47. Company X is never too busy to respond to Company Y’s requests
48. Company Y is able to trust you.
49. Company Y feels safe in transactions with you.
50. You are polite to Company Y’s employees.
51. The services you rendered are equivalent with the fees you charged to Company Y.
O O O O O
O O O O O O O O O O O O O O O
O O O O O
O O O O O
O O O O O O O O O O O O O O O
O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O
O O O O O
52. You have the knowledge to answer the Company Y’s questions.
53. You do not provide Company Y with individual attention.
54. You do not know the needs of Company Y/ the employees of Company Y.
55. You have the Company Y employees’ best interest at heart.
56. You do not visit Company Y at convenient times.
O O O O O
O O O O O O O O O O
57. The users of the system use the system more often than the previous ‘system’ for the same work.
58. The users of the system like to use the system.
59. It cost the users of the system more time to accomplish their work with this system than the previous system.
60. Now, the users of the system are able to use the system to make better decisions than before.
61. The users of the system are able to use more levels of the system (general/specific) than before (more purposes).
O O O O O
O O O O O O O O O O
O O O O O
O O O O O
62. The system provides the users of the system the precise information that they need.
63. The information content meets the users of the system their needs.
64. The system provides the users of the systems sufficient information.
65. The system is accurate to the users’ satisfaction.
66. The users of the system are satisfied with the accuracy of the system.
67. The output is presented in a useful format.
68. The information is clear.
69. The users of the system are able to get the information they need in time.
70. The system is able to provide the users of the system with up- to-date information.
O O O O O
O O O O O
O O O O O
O O O O O O O O O O O O O O O
O O O O O O O O O O
O O O O O
71. The system is user-friendly.
72. The system is easy to use.
O O O O O O O O O O 73. This system is able to save the user time.
74. This system is able to increase the users’ productivity.
75. This system is able to help the user to create new ideas.
76. This system is able to help the user to come up with my new ideas.
77. This system is able to help the user to try out new innovative ideas.
78. This system is able to improve customer’s service.
79. This system is able to improve customer’s satisfaction.
80. This system is able to meet customer’s needs.
81. This system is able to help management control the work process.
82. This system is able to improve management control.
83. This system is able to management control the performance.
O O O O O O O O O O O O O O O O O O O O
O O O O O
O O O O O O O O O O O O O O O O O O O O
O O O O O O O O O O
Only the relevant questions of the following eleven must be answered. Leave the irrelevant questions empty. Relevant questions are questions which you can answer with help of
management information (e.g. from a management information system/database) about topics addressed below.
84. Since the implementation of the BI-system the operating costs are reduced.
85. Since the implementation of the BI-system, the staff-size is reduced.
86. Since the implementation of the BI-system, the overall productivity increased.
87. Since the implementation of the BI-system, the revenues increased.
88. Since the implementation of the BI-system, the sales grow.
89. Since the implementation of the BI-system, the market-share
O O O O O
O O O O O
O O O O O O O O O O
O O O O O O O O O O
increased.
90. Since the implementation of the BI-system, the profits increased.
91. Since the implementation of the BI-system, the cost/benefit ratio increased.
92. Since the implementation of the BI-system, the work volume increased.
93. Since the implementation of the BI-system, the quality of the delivered product or service increased.
94. Since the implementation of the BI-system, the contribution to achieving goals increased.
O O O O O
O O O O O
O O O O O
O O O O O
O O O O O
! "
95. The BI-system implementation costs stayed within budged.
96. The BI-system implementation was completed within time.
97. The BI-system implementation meets its specification in accordance with the project plan.
O O O O O O O O O O O O O O O
Do you have any comments or recommendation according to this research?
………...
………...
………...
………...
Thank you for your cooperation!
Results will be disseminated after the research.
Appendix 3: Questionnaire Company Y
What is your age?
O <19 O 20-29 O 30-39 O 40-49 O 50-59 O >60 What is your gender?
O Male O Female
For what purposes do you use the BI-system?
O Generating information to make decisions O Measurement of performance
O Supporting my daily tasks O Providing me with new insights O Determination of problems
What kind of user do you consider yourself regarding the Business Intelligence System?
O Key user O End user O Internal consultant O External consultant O Support O other: ………..
For the following sections, please indicate to what extent you agree with the following statements. From 1 to 5; 1:I totally agree, 2:I agree, 3:I don’t agree or disagree(neutral), 4: I disagree, 5: I totally disagree.
1. The system is always online
2. The system has got the ability to restore errors.
3. The system has got technical problems such as bugs, crashes etcetera.
4. The system can change or adjust easily to new conditions (new applications) 5. The system responds quickly to
changing user needs
6. The integration of the BI-system with other systems in the organization is working without problems.
7. Information from the BI-system can easily combined with information from other applications.
8. The system can be used when needed.
O O O O O O O O O O
O O O O O
O O O O O
O O O O O
O O O O O
O O O O O
O O O O O
9. The system can easily be accessed without or with few restriction problems.
10. The system has got appropriate restrictions to maintain security.
11. The time between the information request and the information receive is low and appropriate (reaction of the system).
12. The requested information is sufficiently up-to-date for the task at hand
13. The data is available without delay
14. The time it takes for the system to respond to the user needs is appropriate.
O O O O O
O O O O O
O O O O O
O O O O O
O O O O O O O O O O
15. The integrity(correctness/consistency) o/t system is sufficient 16. The information is meaningful and believable.
17. The information is consistent with other factors.
18. The given information is logical.
19. The information is up-to-date
20. The given information is a valid representation of the current state of the world.
21. There is no out-of-date/redundant information available.
22. There are no attributes or parts from the given information missing.
23. The given information is complete.
24. The given information is complete enough.
25. The mutual information components of the given information hands well together.
26. The given information is consistent enough and there are no irrelevant and confusing details.
27. The information is presented in a useful format.
28. The information is clear and understandable.
29. The information from the system can be obtained when needed.
O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O
O O O O O O O O O O
O O O O O O O O O O O O O O O
O O O O O
O O O O O O O O O O O O O O O
30. The information from the system can easily be accessed with no or few restriction problems.
31. The information from the system has got appropriate restrictions to maintain security.
32. The information can easily be combined with other information sources.
33. Unauthorized people can access secured information from the system.
34. Restrictions in terms of modification can be by-passed.
35. The information is well protected from natural disasters (short circuit etc).
36. The information can be verified as true information.
37. Information is satisfying among appropriate standards
O O O O O
O O O O O
O O O O O
O O O O O
O O O O O O O O O O
O O O O O O O O O O 38. The consultants are equipped with the latest information and
technology.
39. The appearance of the consultants is professional.
40. The attitude of the consultants is professional.
41. The consultants deliver services within a certain time frame as promised.
42. The consultants are sympathetic and reassuring towards
‘clients’ problems.
43. The consultants deliver services at the time they promised to do so.
44. The consultants provide timely services.
45. The consultants provide prompt services.
46. The consultants inform you exactly when services will be performed.
47. The consultants are never too busy to respond to your needs 48. You are able to trust the consultants.
O O O O O O O O O O
O O O O O O O O O O
O O O O O
O O O O O
O O O O O O O O O O O O O O O
O O O O O O O O O O
49. You feel safe in transactions with the consultants.
50. The consultants are polite to you.
51. The services rendered by the consultants are equivalent with the fees charged.
52. The consultants have the knowledge to answer to your questions.
53. The consultants do not provide you with individual attention.
54. The consultants do not know the needs of the organization you’re working for.
55. The consultants do not have your best interest at heart.
56. The consultants do not visit the organization you’re working for at convenient times.
O O O O O O O O O O O O O O O
O O O O O
O O O O O O O O O O
O O O O O O O O O O
57. I use the system more often than the previous ‘system’ for the same work.
58. I like to use the system.
59. It cost me more time to accomplish my work with this system than the previous system.
60. Now I can use the system to make better decisions than before.
61. I use more levels of the system (general/specific) than before (more purposes).
O O O O O
O O O O O O O O O O
O O O O O
O O O O O
62. The system provides the precise information I need.
63. The information content meets my needs.
64. The system provides me sufficient information.
65. The system is accurate to my satisfaction.
66. I am satisfied with the accuracy of the system.
67. The output is presented in a useful format.
68. The information is clear.
69. I get the information I need in time.
O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O
70. The system provides me with up-to-date information.
71. The system is user-friendly.
72. The system is easy to use.
O O O O O O O O O O O O O O O 73. This system saves me time.
74. This system increases my productivity.
75. This system helps me create new ideas.
76. This system helps me come up with my new ideas.
77. This system helps me try out new innovative ideas.
78. This system improves customer service.
79. This system improves customer satisfaction.
80. This system helps me meet customer needs.
81. This system helps management control the work process.
82. This system improves management control.
83. This system helps management control performance.
O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O
Only the relevant questions of the following eleven must be answered. Leave the irrelevant questions empty. Relevant questions are questions which you can answer with help of
management information (e.g. from a management information system/database) about topics addressed below.
84. Since the implementation of the BI-system the operating costs are reduced.
85. Since the implementation of the BI-system, the staff-size is reduced.
86. Since the implementation of the BI-system, the overall productivity increased.
87. Since the implementation of the BI-system, the revenues increased.
88. Since the implementation of the BI-system, the sales grow.
O O O O O
O O O O O
O O O O O
O O O O O
O O O O O
89. Since the implementation of the BI-system, the market-share increased.
90. Since the implementation of the BI-system, the profits increased.
91. Since the implementation of the BI-system, the cost/benefit ratio increased.
92. Since the implementation of the BI-system, the work volume increased.
93. Since the implementation of the BI-system, the quality of the delivered product or service increased.
94. Since the implementation of the BI-system, the contribution to achieving goals increased.
O O O O O
O O O O O
O O O O O
O O O O O O O O O O
O O O O O
! "
95. The BI-system implementation costs stayed within budged.
96. The BI-system implementation was completed within time.
97. The BI-system implementation meets its specification in accordance with the project plan.
O O O O O O O O O O O O O O O
Do you have any comments or recommendation according to this research?
………...
………...
………...
………...
Thank you for your cooperation!
Results will be disseminated after the research.
