Insights about Business Intelligence and Decision-Making : A case study at Systembolaget

Sammanfattning: In today’s constantly evolving technological environment, businesses have more tools to support decision-making and these can be categorized as Decision Support Systems (DSS). One of the tools is Business Intelligence (BI), which is regarded as a high-priority investment in organizations nowadays. Even though there exists a vast amount of research in the DSS area, most of the influential work is conducted in time incomparable to today’s technological environment. In addition, most of the research focuses on profit-seeking organizations, as BI has been regarded as a tool to increase profits. However, non-profit organizations also use BI, but are not portrayed in the BI research area. The aim with this study is to explore how BI is used in relation to decision-making in a non-profit organization and to investigate the crucial factors in the usage of BI in relation to decision-making. A qualitative case study approach is applied where the Swedish non-profit organization Systembolaget AB is the case company. The main findings indicate that interaction between the two decision-making types is needed when using BI in a non-profit context. Moreover, having data literacy, data reliability, and data accessibility is found crucial in order to achieve BI success in relation to decision-making, especially when more and more decisions are made at the operational level. Finally, the results of this study amplify the need for an update in the DSS framework.