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The implementation of a business intelligence (BI) system is a complex undertaking requiring considerable resources. Yet there is a limited authoritative set of critical success factors (CSFs) for management reference because the BI market has been driven mainly by the IT industry and vendors. This research seeks to bridge the gap that exists between academia and practitioners by investigating the CSFs influencing BI systems success. The study followed a two-stage qualitative approach. Firstly, the author utilised the Delphi method to conduct three rounds of studies. The study develops a CSFs framework crucial for BI systems implementation. Next, the framework and the associated CSFs are delineated through a series of case studies in engineering enterprises. The empirical findings substantiate the construct and applicability of the framework. More significantly, the research further reveals that those organisations which address the CSFs from a business orientation approach will be more likely to achieve better results.

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William received his PhD from the University of South Australia, where he has successfully developed a new course in Business Intelligence too. He was the Deputy Dean (R&D) in Faculty of Information and Communication Technology, University Tunku Abdul Rahman. He was also a Visiting Scholar at University of Arkansas in Little Rock.

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