Factors critical to the success of executive information systems in British Airways

Previous researchers in the USA and in the UK have identified the critical success factors involved in implementing executive information systems (EIS). British Airways, which has had a successful EIS for over seven years, has just launched a second generation version. Experience of developing and using the system reinforces some of the earlier findings whilst contradicting others. In particular EIS folklore suggests a weak role for IS staff, whereas the EIS in British Airways has been successfully pioneered by IS staff who have been responsible for developing, implementing and supporting it.