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Abstract: In going through a business
decision process for complex technology selections, more and more use is being made of technologically driven processes using
Decision support tools and captured knowledge. The use of these systems and the capability to drive a
solution from them assumes an ability to accurately express business requirements and business value within these tools. In this article, we explore the marriage of knowledge management and
decision support in forming knowledge based selection systems and procedures that can assist in reducing the current appalling record of IT project failures. This is illustrated by the process to select a Personal Digital Assistant (PDA).
PubDate: 5/30/2001
Abstract: Decision matrix: a decision-support tool allowing decision makers to solve their problem by evaluating, rating, and comparing different alternatives
Abstract: Decision matrix: a decision-support tool allowing decision makers to solve their problem by evaluating, rating, and comparing different alternatives
Abstract: Decision making is at the core of all business activity, as executives set strategy and manage operations by weighing a vast array of factors to arrive at the desired balance of risk and reward. But enormous growth in a company’s size and operations adds complexity to decision-making processes. Learn about the five ingredients of good decision making, according to the responses of 154 executives in a global survey.
Abstract: The decision to support older releases is like any other business decision, it is all about the money and profitability. If the vendor can make money at providing support for older releases, it is good business for the vendor. The decision may be sugar-coated with pronouncements about doing what is good for the customer, but both the vendor and the customers know that the first consideration must be the money.
Abstract: Today’s support organizations often face the challenge of providing efficient and effective customer service. Without the right tools, it can become an uphill battle. To gain true scale and effectiveness in service and support, many organizations are now turning to knowledge management initiatives like knowledge-centered support (KCS)—a business process that directly addresses the root causes of support inefficiencies.
Abstract: Many organizations don’t follow formalized processes for technical support evaluation. However, technical support is a vital component of any enterprise software solution. The fact is, poor technical support can have a severe impact on a solution’s total cost of ownership.
Abstract: Mature systems in any enterprise require an approach different from newer implementations to software support—one that focuses on customization, interoperability, and performance support. Yet despite this fact, most vendors continue to offer the same one-size-fits-all models of support.
Abstract: Multi-Attribute Decision Making (MADM): How Firms Can Avoid Failure by Embracing a Formal MADM-Based Process for Their ERP Software Acquisition. Using Multi-Attribute Decision Making for ERP Software Selection.
Abstract: Performance support helps keep workers on track. But truly effective performance support communicates company-specific “when, what, and how” information, in the fastest, clearest, and easiest way possible—like a GPS unit issuing personalized directions for the specific task at hand. Performance support won’t teach you how to drive, but it will help you get to where you want to go.
Abstract: Hendrix Wire & Cable, an underground power distribution product manufacturer, had a highly functional in-house-developed system that fit its manufacturing environment. However, it was expensive to support and maintain. Management wanted to establish a foundation to support planned e-commerce initiatives and provide better visibility and executive decision support. And above all, they wanted to lower the company’s IT-related costs.
Abstract: How can you get the most out of a customer relationship management (CRM) solution while reducing operating costs and increasing overall profitability? By purchasing a hosted CRM solution that’ll provide the benefits of an on-premise CRM solution without the need for a complex implementation or the assistance of an in-house IT team. Hosted CRM is a cost-effective solution that promises a quick return on investment (ROI).
Abstract: Though many academic methods exist, few actually reach the audience they need to reach because of the barrier between academic and business languages, as well as the ability to produce workable and usable tools. This article summarizes what I believe are the methodologies most used in Business, and some of the tools that are commercially available.
Abstract: 'By itself, the Clientele support component was great; it had consistently done exactly what we wanted it to do over a significant period of time,' says Hooper. 'In choosing the new solution, we knew we needed to integrate it with our support group. Our support group was using a well-tested product that was essentially problem-free. We didn’t have to call Epicor’s support team frequently to help us fix issues, it ran well and we had a lot of confidence in the product.'
Abstract: Many market observers might yawn at SAP's recent Premium Support announcement, but users increasingly appreciate more choice and certainty, and may take notice of what the market leader is trying to do with this middle-of-the-road support option.
Abstract: SAP is addressing the problem of customers wanting support that vendors are either not providing, or providing at unjustifiable prices. Support and maintenance customers are committed to service contracts, but only to a point. New options are thus available.
Abstract: Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains uses the web to augment its technical support services.
Abstract: In today’s fast-paced business environment, providing customers with timely support when problems occur is critical. But in order to do so, information must be readily available throughout the enterprise. By integrating your customer support, defect tracking development, and knowledge management systems, your business will benefit from improved customer satisfaction and retention, as well as increased staff productivity.
Abstract: As products become more complex and customer expectations continue to rise, service and support become increasingly difficult. So how can service and support managers transcend these problems and use each customer interaction to build customer loyalty and drive service leveraged revenue? By empowering customers with Web 2.0 technology and enabling users to manage their own experiences. Find out how.