The interest in business benefits is an area that is constantly growing, especially in regard to the development of IT systems. As a result of this, it may be important to study the phenomenon and identify which factors and components are important for an organization to investigate when implementing a new IT system. The purpose of this thesis is to investigate organizational value creation during the implementation of a new IT system. This is done by studying system X and discovering its potential effects, as well as capturing relevant factors and describing their relationships to an organization. To investigate this area, we have conducted a qualitative case study that is consistently grounded in data. The data that we have collected throughout the work has been obtained from semi-structured interviews with daily users, as well as developers of system X. The primary findings for this study that have been discovered are mainly five factors that can affect business benefits. The overarching theme that has emerged is that communication is a large part that permeates most factors, although there are other important aspects that contribute to understanding business benefits.

Den offentliga sektorn har länge kännetecknats av styrning och kontroll, där de använt den affärsliknande styrmodellen New Public Management med syftet att öka effektiviteten. Modellen var kritiserad, som en variant tillsatte därför regeringen 2016 en Tillitsdelegation med syftet att implementera en mer tillitsbaserad styrning och ledning. Avsikten var att främja verksamhetsutveckling inom offentligt styrda verksamheter. Faktorerna tillit och autonomi har visat sig skapa betydelse vid arbetssättet TBSL i organisationer. Närvaro av tillit ökar sannolikheten att medarbetare accepterar autonomi i högre grad på arbetsplatsen. Det som kan bidra till en relation bestående av tillit är en ökad grad av autonomi. Då fler arbetsplatser inom offentlig sektor planerar att implementera arbetssättet, och forskningen om dess effekter är bristfällig. Ämnar denna studie öka förståelsen inom ämnet genom att bidra med kunskap för vilka förutsättningarna för att tillitsbaserad styrning och ledning ska ha inflytande, samt vilka positiva och negativa effekter arbetssättet kan leda till. En kombinerad kvalitativ och kvantitativ metod har genomförts inom en svensk kommun. Studiens resultat överensstämmer delvis med teorin. Förutsättningar för att tillitsbaserad styrning och ledning ska fungera involverar hela processen, uppföljning samt återkoppling, vilket överensstämmer med teorin. Fem av tio undersökta faktorer var statistiskt signifikanta med tillit och autonomi. Därmed fann studien att den tillitsskapande processen och autonomi bidrar till ett organisatoriskt engagemang, återkoppling, relaterbarhet, arbetstillfredsställelse samt bekräftelse på arbetsplatsen. Arbetsglädje om utmaningar ges samt ett högre engagemang är effekter som tillitsbaserad styrning och ledning bidrar till. Studien visar även att arbetssättet främjar återkoppling och bekräftelsebehovet på arbetsplatsen. Medan autonomi är positivt korrelerad med både arbetstillfredsställelse och relaterbarhet. Detta indikerar att den höga möjligheten till anpassning som arbetssättet medför påverkar arbetstillfredsställelsen positivt, samt att upplevd relaterbarhet har en positiv koppling till autonomi. De utmaningar som studien fann att tillitsbaserad styrning och ledning huvudsakligen medför var processen, arbetssätt samt arbetsförhållanden. / The public sector has long been characterized by governance and control, where the New Public Management governance model has been used with the aim of increasing efficiency. This model was criticized, as a variant the Swedish government therefore appointed Tillitsdelegationen in 2016, with the aim of implementing a more trust-based management. The intention was to promote business development within publicly managed businesses. Factors such as trust and autonomy have been shown to create statistical significance in the way trust-based management works in organizations. The presence of trust increases the likelihood that employees will accept autonomy to a greater degree in the place of work. What can contribute to a relationship consisting of trust is an increased degree of autonomy. As more workplaces within the public sector plan to implement the way of working, and the research on its effects is lacking. Therefore, the purpose of this study is to increase understanding within the subject by contributing knowledge of the conditions for trust-based management to have influence, as well as the positive and negative effects the working method can lead to. A combined qualitative and quantitative method has been implemented within a public municipality in Sweden. The study's results partially agree with the theory. Prerequisites for trust-based management to work involve the entire process, follow-up, and feedback, which is consistent with the theory. Five out of ten investigated factors were statistically significant with trust and autonomy. Thus, the study found that the trust-building process and autonomy contribute to organizational commitment, feedback, relatability, job satisfaction and confirmation in the workplace. Job satisfaction if challenges is given to a sufficient extent, and a higher degree of commitment are effects that trust-based management contribute to. The study also shows that the working method promotes feedback and the need for confirmation in the workplace. While autonomy is positively correlated with both job satisfaction and relatability. This indicates that the high possibility of adaptation that the working method brings has a positive effect on job satisfaction, and that perceived relatability has a positive connection to autonomy. The challenges that the study found that trust-based management mainly contribute to the process, working methods and working conditions.