Transcript Ch.12 Decision Support Systems (DSS)

Ch.12
Decision Support Systems
(DSS)
James Edwards
Tiffany Truong
What is DSS?
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Computer-based systems
That help decision makers
Confront ill-structured problems
Through direct interaction
With data and analysis models
Components of DDM
• Dialogue component
• Data component
• The Model component
Types of DSS
• Institutional
• Quick-Hit
– What is it useful for?
– 3 types
• Reporting DSS
• Short Analysis Programs
• Decision Support System Generators
Data Warehousing
• Metadata: The standardizing Element
• Quality data: The Biggest Challenge
• Data Marts: Subsets of Data Warehouses
Data Mining
• What is it?
• What is its purpose?
• Steps in Data mining:
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Define the business uses of data
Create the data model for the warehousing
Cleanse the data
Consider user point of view
Monitor usage and system performance
Executive Information Systems
(EIS)
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What is it?
ESS
Pitfalls of EIS
Why install EIS?
Future challenges of EIS
CLJ
Mega Data Warehouse
• "We use the data warehouse to help
strengthen customer relationships by
improving service levels and customer
retention, and thereby increasing customer
profitability,“
• Spending millions
• Biggest Data Warehouse in existence
CLJ
United Airlines And IBM Create Powerful Customer Relationship Management System
• “United Airlines and IBM create powerful
customer relationship management system- airline
deploys six Terabyte DB2 data warehouse to
improve customer service and operational
efficiency”
• “Business Intelligence capabilities will be used to
identify trends in passenger flight destinations so
the airline can more efficiently coordinate and
plan flight routes, increase efficiency in managing
bookings, and enable one-on-one CRM”
CTQ
• Data Warehousing is very important to companies
today. As seen in my CLJ we notice that a
company will spend a lot of money on creating
large data warehouses. Will it soon be a necessity
for businesses to keep these warehouses? With so
many companies out there isn't it necessary to gain
an advantage over the competition by knowing
more about your customers? If so, then what
priority level should a company put on creating a
data warehouse? Which industries would this be
more important, and which ones would be less
important?
CTQ
• United Airlines key purpose of integrating CRM is to make
it easier, to improve customer service and increase
operational efficiencies. This often means that United
Airlines must change their internal and external business
processes, how will CRM change customer’s attitudes in
terms of the process they go though when buying a ticket?
In the reality, CRM is indeed a powerful tool; it is the key
to achieving the ultimate goal of attracting and retaining
more customers. But, how does the United Airlines go
about attracting and retaining customers with an electronic
CRM implementation? How CRM can provide competitive
advantage for United Airlines?
Questions?
Thank You