PART I
Introduction to Decision Support Systems
1 INTRODUCTION TO DECISION SUPPORT SYSTEMS
1.1 How Decision Suppon Systems Evolved
1.2 What Is aDSS?
1.3 Why Decision SuppoH Systems Matter
1.4 DSS Benefi!s
1.5 Why Study DSS?
1.6 The Plan ot This Book
Summary
Key Terms
Review Questions
Exercises
References
Fon Lowell Trading Company
2 HUMAN DECISION-MAKING PROCESSES
2.1 What Is a Decision?
2.2 The Decision Process
2.2. f The Intelligence Phase
2.2.2 The Design Phase
2.2.3 The Choice Phase
2.3 Types of Decisions
2.4 How Businesspeople Make Decisions
2.4.l The RaUonal Atanagcr
2.4.2 Subfective Utility
2.4.3 Systcmatic Dccision Making
2.4.4 Satlsficing
2.4.5 Organizaf;onal and Political Decision Rtaking
2.5 The Impact of Psychotogical Type on Decision Making
2.6 The Impact of Culture on Decision Making
2.7 The Kepner-Tregoe Decision- Making Method
2.7.1 Stafe rhe Pufpose of the Decision
2.7.2 Establlsh Objecrives
2.7.3 Classify According to Imporlance
2.7.4 Generare Alternatives
2.7.5 Evaluate Iltemarives Against Objccrives
2.7.6 Tentatively. Choose the Best Alterenlative
2.7.7 Assess Adverse Consequences
2.7.8 Atcfke a Final Choice
Summary
Key Terms
Review Questions
Exercises
References
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Exercises
3 SYSTEMS, INFORMATION QUALITY, AND MODELS
3.l About Systems
3.2 Information Systems
3.3 Data Flow Diagrams
3.4 DSS as Information Systems
3.5 Information and Information Quality
3.5.l Infomlcltion Versus Data
3.5.2 Infornlofion Quality
3.5.3 Information Quality Factors
3.6 Models
Summary
Key Terms
Review Questions
Exercises
References
Fort Lowell Trading Company
Exercises
4 TYPES OF DEOiSION SUPPORT SYSTEMS
4.l The DSS Hierarchy
4.l.l Overview of thc DSS Hierarchy
4.1.2 The Seven DSS Types
4.l.3 Applying the DSS Types to Airline Yield Management
4.2 Generalizing the DSS Categories
4.3 Matching DSS to the Decision Type
4.4 Individual and Group DSS
4.5 Matching BeneRts to the DSS User Community
4.6 Matching DSS to the Decision Maker' s Psychological Type
4.6.1 Introversion/Extraversion
4.6.2 Sensing/Intuition
4.6.3 Thinking/Feeling
4.6.4 Judgment/Perception
4.6.5 Combinations of Prefercnces
4.7 Usage Modes
4.8 Institutional Versus Ad Hoc DSS
Summary
Key Terms
Review Questions
Exercises
References
Fon Lowell Trading Company
Exercises
5 DSS ARCHITECTURE, HARDWARE, AND OPERATING SYSTEM PLATFORMS
5. 1 Defining the DSS Architecture
5.2 The Major Options
5.3 DSS on the Central Corporate System
5.4 DSS and Client/Server Computing
5.5 The Internet and ClienUServer Computing in DSS
5.6 DSS Using Shared Data on a Separate System
5.7 DSS on a Stand-Alone System
5.8 Open Systems and DSS
5.9 Choosing a DSS Hardware Environment
Summary
Key lerms
Review Questions
Exercises
References
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Exercises
6 DSS SOFTWARE TOOLS
6.1 DSS Software Categories
6.2 Standard Packages
6.3 Specialized Tools and Generators
6.3.1 Database ,Management Systems
6.3.2 Information Rerrieval Packages
6.3.3 Specfalized Alodeling Languages
6.3.4 Staristical Dafa Analysis Packages
6.3.5 Forecasring Packages
6.3.6 Graphing Packages
6.4 Programming Languages for DSS
6.4.1 Third-Generation Programming Languages
6.4.2 Fourth-Generation Programming Languages
6.5 DSS User Interfaces
6.5.l Factors fo Consider in User Inferface Design
6.5.2 User Interface Styles
6.5.3 Hypertext/Hypermedia
Summary
Key Terms
Review Questions
Exercises
References
Fon Lowell Trading Company
Exercises
7 BUILDING AND IMPLEMENTING DECISION SUPPORT SYSTEMS
7.1 The DSS Development Process
7.1.1 The SDLCApproach
7.1.2 Proto(yping
7. l.3 End-User Developmcnt
7.2 DSS Development Project Panicipants
7.3 The Implementation Stage
7.4 System Conversion
7.5 Overcoming Resistance to Change
7.5.l Unfreezing
7.5.2 Moving
7.5.3 Refreezing
7.6 DSS Implementation Issues
7.6.l Technical DSS Implemenralion Issties
7.6.2 User-Relaled DSS Implcmentation Issues
7.7 Using the Lists of Issues
7.8 Ethical Issues in DSS Implementation
Summary
Key Terms
Review Questions
Exercises
References
Fort Lowell Trading Company
Exercises
8 MODELS IN DECISION SUPPORT SYSTEMS
8.1 Types ofModels
8.1.1 htodel Types
8.l.2 Atodel Types Used in DSS
8.l.3 Simplificafion in Models
8.2 Discrete-Event Simulation Models
8.2.l Thc Concepf ofDlscrete-Evenl Simulotion
8.2.2 A Discrete-Event Simulatlon Exbmple
8.2.3 Designing a Discrete-Evenf SimulaUon Model
8.2.4 Anofher Simularion Example
8.2.5 Complete Simulation Studies
8.3 Random Numbers, Pseudo-random Numbers. and Statistical
Distributions
8.4 Static Simulation Models
Summary
Key Terms
Review Questions
Exercises
References
Fon Lowell Trading Company
Exercises
9 MATHEMATICAL MODELS AND OPTIMIZATION
9.l Queuing Models
9.l.l Queuing Theory Concepfs
9.l.2 A Queuing Theory Example
9.l.3 Generalizing the Solution
9.l.4 Arrival and Deparrure Time Distrlburlons
9.l.5 Queuing Theory on a Compurer
9.2 Markov Process Models
9.2.l The Rlarkoy, Process Model Concept
9.2.2 Computer Calculations for Markoy Processes
9.3 Simulation, Queuing Theory, and Markov Processes Compared
9.4 Optimization
9.4.l Complete Enumeration
9.4.2 Random Search
9.4.3 The Calculus Approach
9.4.4 Linear Programming fLPJ
9.4.5 Numerical htethods
Summary
Key Terms
Review Questions
Exercises
References
Fon Lowell Trading Company
Exercises
10 GROUP DECISION SUPPORT SYSTEMS
1O.l What Are Group DSS?
1O.2 Why Croup DSS Now? .
1O.2.1 Organizational Reasons for GDSS Growth
1O.2.2 Technical Reasons for Group DSS Growth
1O.2.3 Putting thc Factors Togefher
10.3 Group Versus Indi\'idual Activities
1O.4 Media Richness and Task Types
1O.4.l Richncss
1O.4.2 Task
1O.4.3 Task and Media Fit
1O.5 Types of Group DSS
1O.6 Groupware
1O.7 Group DSS in Use Today
1O.7.l Elecfronic Meeting Systems
1O.7.2 Work Flow Sysfems
1O.8 Groupware Products
1O.8.l Collaborative Authoring DOLPHIN and MERRIAID
1O.8.2 Lotus Nofes
1O.8.3 InConcerf Work Flow
Summary
Key Terms
Review Questions
Exercises
References
Fort Lowell Trading Company
Exercises
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