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 FoH Lowell Trading Company 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 Fon Lowell Trading Company 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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