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Decision Support and Business Intelligence Systems
ISBN: 9780131986602 | 0131986600
Edition: 8thFormat: Paperback
Publisher: Prentice Hall
Pub. Date: 1/1/2007
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Appropriate for all courses in Decision Support Systems (DSS), computerized decision making tools, and management support systems. "Decision Support and Business Intelligence Systems 8e" provides the only comprehensive, up-to-date guide to today's revolutionary "management support system technologies", and showcases how they can be used for better decision-making. This completely revised and re-titled edition incorporates the expanded coverage of Business Intelligence and reflects the emphasis that most decision support courses are now taking.
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| Preface | p. xxiii |
| Decision Support Systems and Business Intelligence | p. 1 |
| Decision Support Systems and Business Intelligence | p. 3 |
| Opening Vignette: Toyota Uses Business Intelligence to Excel | p. 4 |
| Changing Business Environments and Computerized Decision Support | p. 6 |
| Managerial Decision Making | p. 9 |
| Computerized Support for Decision Making | p. 11 |
| An Early Framewo... MORE | p. 14 |
| Intelligent Price Setting Using an ADS | p. 17 |
| Decision Support at Hallmark for Better Strategy and Performance | p. 19 |
| The Concept of Decision Support Systems | p. 20 |
| The Houston Minerals Case | p. 21 |
| Helping Atlantic Electric Survive in the Deregulated Marketplace | p. 23 |
| A Framework for Business Intelligence | p. 24 |
| Predictive Analytics Helps Collect Taxes | p. 29 |
| A Work System View of Decision Support | p. 30 |
| The Major Tools and Techniques of Managerial Decision Support | p. 31 |
| United Sugars Corporation Optimizes Production, Distribution, and Inventory Capacity with Different Decision Support Tools | p. 33 |
| Implementing Computer-Based Managerial Decision Support Systems | p. 34 |
| Plan of the Book | p. 35 |
| Resources, Links, and the Teradata University Network Connection | p. 37 |
| End of Chapter Application Case Decision Support at a Digital Hospital | p. 41 |
| References | p. 42 |
| Computerized Decision Support | p. 43 |
| Decision Making, Systems, Modeling, and Support | p. 45 |
| Opening Vignette: Decision Making at the U.S. Federal Reserve | p. 46 |
| Decision Making: Introductory and Definitions | p. 47 |
| Models | p. 51 |
| Phases of the Decision-Making Process | p. 53 |
| Decision Making: The Intelligence Phase | p. 55 |
| Decision Making: The Design Phase | p. 57 |
| Decision Making Between a Rock and a Hard Place; or What Can You Do When There Are No Good or Even Feasible Alternatives? | p. 60 |
| Decision Making From the Gut: When Intuition Can Fail | p. 64 |
| Too Many Alternatives Spoils the Broth | p. 66 |
| Decision Making: The Choice Phase | p. 68 |
| Decision Making: The Implementation Phase | p. 69 |
| How Decisions Are Supported | p. 70 |
| Union Pacific Railroad: If You're Collecting Data, Use It Profitably! | p. 72 |
| Advanced Technology for Museums: RFID Makes Art Come Alive | p. 75 |
| Resources, Links, and the Teradata University Network Connection | p. 76 |
| End of Chapter Application Case Strategic Decision Making in the Pharmaceutical Industry: How Bayer Decides Whether or Not to Develop a New Drug | p. 80 |
| References | p. 81 |
| Decision Support Systems Concepts, Methodologies, and Technologies: An Overview | p. 84 |
| Opening Vignette: Decision Support System Cures For Health Care | p. 85 |
| Decision Support Systems Configurations | p. 87 |
| Decision Support Systems Description | p. 88 |
| Web/GIS-Based DSS Aid in Disaster Relief and Identifying Food Stamp Fraud | p. 89 |
| Decision Support Systems Characteristics and Capabilities | p. 90 |
| Components of DSS | p. 92 |
| The Data Management Subsystem | p. 97 |
| Roadway Drives Legacy Applications onto the Web | p. 98 |
| The Model Management Subsystem | p. 104 |
| Web-Based Cluster Analysis DSS Matches Up Movies and Customers | p. 107 |
| The User Interface (Dialog) Subsystem | p. 109 |
| Clarissa: A Hands-Free Helper for Astronauts | p. 111 |
| The Knowledge-Based Management Subsystem | p. 115 |
| IAP Systems's Intelligent DSS Determines the Success of Overseas Assignments and Learns from the Experience | p. 116 |
| The Decision Support Systems User | p. 116 |
| Decision Support Systems Hardware | p. 117 |
| Decision Support Systems Classification | p. 118 |
| Database-Oriented DSS: Glaxo Wellcome Accesses Life-Saving Data | p. 119 |
| Resources, Links, and the Teradata University Network Connection | p. 124 |
| End of Chapter Application Case FedEx Tracks Customers Along with Packages | p. 127 |
| References | p. 129 |
| Modeling and Analysis | p. 131 |
| Opening Vignette: Winning Isn't Everything...But Losing Isn't Anything: Professional Sports Modeling for Decision Making | p. 132 |
| Management Support Systems Modeling | p. 135 |
| United Airlines Model-Based DSS Flies the Friendly Skies | p. 137 |
| Forecasting/Predictive Analytics Boosts Sales for Cox Communications | p. 139 |
| Static and Dynamic Models | p. 142 |
| Certainty, Uncertainty, and Risk | p. 143 |
| Management Support Systems Modeling with Spreadsheets | p. 145 |
| Decision Analysis with Decision Tables and Decision Trees | p. 147 |
| Johnson & Johnson Decides About New Pharmaceuticals by Using Trees | p. 150 |
| The Structure of Mathematical Models for Decision Support | p. 151 |
| Mathematical Programming Optimization | p. 153 |
| Complex Teacher Selection Is a Breeze in Flanders | p. 154 |
| Multiple Goals, Sensitivity Analysis, What-If Analysis, and Goal Seeking | p. 158 |
| Problem-Solving Search Methods | p. 162 |
| Heuristic-Based DSS Moves Milk in New Zealand | p. 164 |
| Simulation | p. 165 |
| Pratt & Whitney Canada Gets Real Savings Through Virtual Manufacturing | p. 65 |
| Simulation Applications | p. 170 |
| Visual Interactive Simulation | p. 171 |
| Quantitative Software Packages and Model Base Management | p. 173 |
| Resources, Links, and the Teradata University Network Connection | p. 174 |
| End of Chapter Application Case Major League Baseball Scheduling: Computerized Mathematical Models Take Us Out to the Ballgame | p. 180 |
| References | p. 181 |
| Business Intelligence | p. 185 |
| Special Introductory Section: The Essentials of Business Intelligence | p. 187 |
| A Preview of the Content of Chapters 5 through 9 | p. 187 |
| The Origins and Drivers of Business Intelligence (BI) | p. 188 |
| The General Process of Intelligence Creation and Use | p. 189 |
| The Major Characteristics of Business Intelligence | p. 192 |
| Toward Competitive Intelligence and Advantage | p. 195 |
| The Typical Data Warehouse and Business Intelligence User Community | p. 197 |
| Successful Business Intelligence Implementation | p. 198 |
| France Telecom Business Intelligence | p. 199 |
| Structure and Components of Business Intelligence | p. 201 |
| Conclusion: Business Intelligence Today and Tomorrow | p. 203 |
| Resources, Links and the Teradata University Network Connection | p. 203 |
| References | p. 205 |
| Data Warehousing | p. 206 |
| Opening Vignette: Continental Airlines Flies High With Its Real-Time Data Warehouse | p. 206 |
| Data Warehousing Definitions and Concepts | p. 209 |
| Data Warehousing Process Overview | p. 212 |
| Data Warehousing Supports First American Corporation's Corporate Strategy | p. 212 |
| Data Warehousing Architectures | p. 214 |
| Data Integration and the Extraction, Transformation, and Load (ETL) Processes | p. 222 |
| Bank of America's Award-Winning Integrated Data Warehouse | p. 223 |
| Data Warehouse Development | p. 226 |
| Things Go Better with Coke's Data Warehouse | p. 227 |
| HP Consolidates Hundreds of Data Marts into a Single EDW | p. 231 |
| Real-Time Data Warehousing | p. 238 |
| Egg Plc Fries the Competition in Near-Real-Time | p. 239 |
| Data Warehouse Administration and Security Issues | p. 243 |
| Resources, Links, and the Teradata University Network Connection | p. 244 |
| End of Chapter Application Case Real-Time Data Warehousing at Overstock.com | p. 249 |
| References | p. 250 |
| Business Analytics and Data Visualization | p. 253 |
| Opening Vignette: Lexmark International Improves Operations with Business Intelligence | p. 254 |
| The Business Analytics (BA) Field: An Overview | p. 256 |
| Ben & Jerry's Excels with BA | p. 257 |
| Online Analytical Processing (OLAP) | p. 261 |
| TCF Financial Corp.: Conducting OLAP, Reporting, and Data Mining | p. 266 |
| Reports and Queries | p. 266 |
| Multidimensionality | p. 269 |
| Advanced Business Analytics | p. 273 |
| Predictive Analysis Can Help You Avoid Traffic Jams | p. 274 |
| Data Visualization | p. 276 |
| Financial Data Visualization at Merrill Lynch | p. 279 |
| Geographic Information Systems (GIS) | p. 280 |
| GIS and GPS Track Where You Are and Help You with What You Do | p. 282 |
| Real-time Business Intelligence Automated Decision Support (ADS), and Competitive Intelligence | p. 284 |
| Business Analytics and the Web: Web Intelligence and Web Analytics | p. 289 |
| Web Analytics Improves Performance for Online Merchants | p. 291 |
| Usage, Benefits, and Success of Business Analytics | p. 292 |
| Retailers Make Steady BI Progress | p. 294 |
| End of Chapter Application Case State Governments Share Geospatial Information | p. 298 |
| References | p. 299 |
| Data, Text, and Web Mining | p. 302 |
| Opening Vignette: Highmark, Inc., Employs Data Mining to Manage Insurance Costs | p. 302 |
| Data Mining Concepts and Applications | p. 304 |
| Data Help Foretell Customer Needs | p. 306 |
| Motor Vehicle Accidents and Driver Distractions | p. 309 |
| Data Mining to Identify Customer Behavior | p. 310 |
| Customizing Medicine | p. 311 |
| A Mine on Terrorist Funding | p. 312 |
| Data Mining Techniques and Tools | p. 313 |
| Data Mining Project Processes | p. 325 |
| DHS Data Mining Spinoffs and Advances in Law Enforcement | p. 328 |
| Text Mining | p. 329 |
| Flying Through Text | p. 330 |
| Web Mining | p. 333 |
| Caught in a Web | p. 334 |
| End of Chapter Application Case Hewlett-Packard and Text Mining | p. 340 |
| References | p. 341 |
| Neural Networks for Data Mining | p. 343 |
| Opening Vignette: Using Neural Networks To Predict Beer Flavors with Chemical Analysis | p. 343 |
| Basic Concepts of Neural Networks | p. 346 |
| Neural Networks Help Reduce Telecommunications Fraud | p. 349 |
| Learning in Artificial Neural Networks (ANN) | p. 355 |
| Neural Networks Help Deliver Microsoft's Mail to the Intended Audience | p. 356 |
| Developing Neural Network-Based Systems | p. 362 |
| A Sample Neural Network Project | p. 367 |
| Other Neural Network Paradigms | p. 370 |
| Applications of Artificial Neural Networks | p. 372 |
| Neural Networks for Breast Cancer Diagnosis | p. 373 |
| A Neural Network Software Demonstration | p. 374 |
| End of Chapter Application Case Sovereign Credit Ratings Using Neural Networks | p. 380 |
| References | p. 381 |
| Business Performance Management | p. 383 |
| Opening Vignette: Cisco and the Virtual Close | p. 384 |
| Business Performance Management (BPM) Overview | p. 386 |
| Strategize: Where Do We Want To Go? | p. 388 |
| Plan: How Do We Get There? | p. 390 |
| Monitor; How are we Doing? | p. 392 |
| Discovery-Driven Planning: The Case of Euro Disney | p. 94 |
| Act and Adjust: What Do We Need To Do Differently | p. 395 |
| Performance Measurement | p. 398 |
| International Truck and Engine Corporation | p. 400 |
| Business Performance Management Methodologies | p. 402 |
| Business Performance Management Architecture and Applications | p. 409 |
| Performance Dashboards | p. 417 |
| Dashboards for Doctors | p. 419 |
| Business Activity Monitoring (BAM) | p. 421 |
| City of Albuquerque Goes Real-time | p. 422 |
| End of Chapter Application Case Vigilant Information Systems at Western Digital | p. 428 |
| References | p. 429 |
| Collaboration, Communication, Group Support Systems, and Knowledge Management | p. 431 |
| Collaborative Computer-Supported Technologies and Group Support Systems | p. 433 |
| Opening Vignette: Collaborative Design at Boeing-Rocketdyne | p. 434 |
| Making Decisions in Groups: Characteristics, Process, Benefits, and Dysfunctions | p. 436 |
| Supporting Groupwork with Computerized Systems | p. 439 |
| How General Motors is Collaborating Online | p. 440 |
| Tools for Indirect Support of Decision Making | p. 443 |
| Videoconferencing Is Ready for Prime Time | p. 446 |
| Integrated Groupware Suites | p. 448 |
| NetMeeting Provides a Real-Time Advantage | p. 449 |
| Direct Computerized Support for Decision Making: From Group Decision Support Systems (GDSS) to Group Support Systems (GSS) | p. 452 |
| Eastman Chemical Boosts Creative Processes and Saves $500,000 with Groupware | p. 456 |
| Products and Tools for GDSS/GSS and Successful Implementation | p. 458 |
| Emerging Collaboration Tools: From VoIP to Wikis | p. 462 |
| Collaborative in Planning, Design, and Project Management | p. 465 |
| CPFR Initiatives at Ace Hardware and Sears | p. 468 |
| Creativity, Idea Generation, and Computerized Support | p. 469 |
| End of Chapter Application Case Dresdner Kleinwort Wasserstein Uses Wiki for Collaboration | p. 475 |
| References | p. 476 |
| Knowledge Management | p. 478 |
| Opening Vignette: Siemens Knows What It Knows Through Knowledge Management | p. 479 |
| Introduction to Knowledge Management | p. 481 |
| Cingular Calls on Knowledge | p. 485 |
| Organizational Learning and Transformation | p. 486 |
| Knowledge Management Activities | p. 488 |
| Approaches to Knowledge Management | p. 490 |
| Texaco Drills for Knowledge | p. 492 |
| Information Technology (IT) in Knowledge Management | p. 495 |
| Knowledge Management System (KMS) Implementation | p. 500 |
| Portal Opens the Door to Legal Knowledge | p. 502 |
| Knowledge Management: You Can Bank on It at Commerce Bank | p. 504 |
| Roles of People in Knowledge Management | p. 507 |
| Online Knowledge Sharing at Xerox | p. 510 |
| Ensuring the Success of Knowledge Management Efforts | p. 513 |
| The British Broadcasting Corporation Knowledge Management Success | p. 514 |
| How the U.S. Department of Commerce Uses an Expert Location System | p. 515 |
| When KMS Fail, They Can Fail in a Big Way | p. 518 |
| End of Chapter Application Case DaimlerChrysler EBOKs with Knowledge Management | p. 524 |
| References | p. 526 |
| Intelligent Systems | p. 531 |
| Artificial Intelligence and Expert Systems | p. 533 |
| Opening Vignette: Cigna Uses Business Rules to Support Treatment Request Approval | p. 534 |
| Concepts and Definitions of Artificial Intelligence | p. 535 |
| Intelligent Systems Beat Chess Grand Master | p. 535 |
| The Artificial Intelligence Field | p. 537 |
| Automatic Speech Recognition in Call Centers | p. 542 |
| Agents for Travel Planning at USC | p. 544 |
| Basic Concepts of Expert Systems (ES) | p. 545 |
| Applications of Expert Systems | p. 549 |
| Sample Applications of Expert Systems | p. 549 |
| Structure of Expert Systems | p. 552 |
| How Expert Systems Work: Inference Mechanisms | p. 555 |
| Problem Areas Suitable for Expert Systems | p. 558 |
| Development of Expert Systems | p. 560 |
| Benefits, Limitations, and Success Factors of Expert Systems | p. 564 |
| Expert Systems on the Web | p. 567 |
| Banner with Brains:Web-Based ES for Restaurant Selection | p. 568 |
| Rule-Based System for Online Student Consulation | p. 568 |
| End of Chapter Application Case Business Rule Automation at Farm Bureau Financial Services | p. 573 |
| References | p. 574 |
| Advanced Intelligent Systems | p. 575 |
| Opening Vignette: Improving Urban Infrastructure Management in the City of Verdun | p. 576 |
| Machine-Learning Techniques | p. 577 |
| Case-Based Reasoning (CBR) | p. 580 |
| CBR Improves Jet Engine Maintenance, Reduces Costs | p. 585 |
| Genetic Algorithm Fundamentals | p. 587 |
| Developing Genetic Algorithm Applications | p. 592 |
| Genetic Algorithms Schedule Assembly Lines at Volvo Trucks North America | p. 593 |
| Fuzzy Logic Fundamentals | p. 595 |
| Natural Language Processing (NLP) | p. 598 |
| Voice Technologies | p. 601 |
| Developing Integrated Advanced Systems | p. 605 |
| Hybrid ES and Fuzzy Logic System Dispatches Trains | p. 607 |
| End of Chapter Application Case Barclays Uses Voice Technology to Excel | p. 611 |
| References | p. 612 |
| Intelligent Systems over the Internet | p. 614 |
| Opening Vignette: Netflix Gains High Customer Satisfaction from DVD Recommendation | p. 615 |
| Web-Based Intelligent Systems | p. 617 |
| Intelligent Agents: An Overview | p. 629 |
| Characteristics of Intelligent Agents | p. 622 |
| Why Use Intelligent Agents? | p. 624 |
| Classification and Types of Intelligent Agents | p. 626 |
| Internet-Based Software Agents | p. 629 |
| Fujitsu(Japan) Uses Agents for Targeted Advertising | p. 635 |
| Wyndham Uses Intelligent Agents in Its Call Center | p. 637 |
| Agents and Multiagents | p. 637 |
| The Semantic Web: Representing Knowledge for the Intelligent Agents | p. 641 |
| Web-Based Recommendation Systems | p. 647 |
| Amazon.com Uses Collaborative Filtering to Recommend Products | p. 648 |
| Content-Based Filtering at Euro Vacations.com | p. 653 |
| Managerial Issues of Intelligent Agents | p. 654 |
| End of Chapter Application Case Spartan Uses Intelligent Systems to Find the Right Person and Reduce Turnover | p. 659 |
| References | p. 660 |
| Implementing Decision Support Systems | p. 663 |
| System Development and Acquisition | p. 665 |
| Opening Vignette: Osram Sylvania Thinks Small, Strategizes Big to Develop the HR Infonet Portal System | p. 666 |
| What Types of Support Systems Should You Build? | p. 668 |
| The Landscape and Framework of Management Support Systems Application Development | p. 670 |
| Development Options for Management Support System Applications | p. 673 |
| Prototyping: A Practical Management Support System Development Methodology | p. 681 |
| Criteria for Selecting an Management Support System Development Approach | p. 687 |
| Third-Party Providers of Management Support System Software Packages and Suites | p. 689 |
| Floriculture Partnership Streamlines Real-Time Ordering | p. 692 |
| Connecting to Databases and Other Enterprise Systems | p. 693 |
| The Rise of Web Services, XML, and the Service-Oriented Architecture | p. 695 |
| Lincoln Financial Excels by Using Web Services | p. 696 |
| User-Developed Management Support System | p. 697 |
| End-User Development Using Wikis | p. 697 |
| Management Support System Vendor and Software Selection | p. 700 |
| Putting Together an Management Support System | p. 701 |
| End of Chapter Application Case A Fully Integrated MSS for Sterngold: An Old Dental Manufacturer Adopts New IT Tricks | p. 705 |
| References | p. 706 |
| Integration, Impacts and the Future of Management Support Systems | p. 708 |
| Opening Vignette: Elite Care Supported by Intelligent Systems | p. 709 |
| Systems Integration: An Overview | p. 711 |
| Types of Management Support System Integration | p. 715 |
| Integration with Enterprise Systems and Knowledge Management | p. 720 |
| The Impacts of Management Support Systems: An Overview | p. 725 |
| Management Support Systems Impacts on Organizations | p. 726 |
| Management Support Systems Impacts on Individuals | p. 730 |
| Automating Decision Making and the Manager's Job | p. 731 |
| Issues of Legality, Privacy, and Ethics | p. 733 |
| Intelligent and Automated Systems and Employment Levels | p. 737 |
| Robots | p. 738 |
| Other Societal Impacts of Management Support Systems and the Digital Divide | p. 739 |
| The Future of Management Support Systems | p. 742 |
| End of Chapter Application Case An Intelligent Logistics Support System | p. 747 |
| References | p. 748 |
| Online Material | |
| Enterprise Systems | p. 751 |
| Knowledge Acquisition, Representation, and Reasoning | p. 752 |
| Online Files | |
| Representative Decision Support Tools | |
| Decision Support Technologies and the Web | |
| Emerging Technologies That May Benefit Decision Support | |
| Additional References | |
| Teradata University Network | |
| Online Files | |
| The MMS Running Case | |
| Web Sources for Decision-Making Support Sampler | |
| Further Reading | |
| Online Files | |
| Databases | |
| Major Capabilities of the UIMS | |
| Ad Hoc Visual Basic DSS Example | |
| Further Reading on DSS | |
| Online Files | |
| Influence Diagrams | |
| Links to Spreadsheet-Based DSS Excel Files in Chapter 4 | |
| Spreadsheet-Based Economic Order Quantity Simulation Model | |
| Waiting Line Modeling (Queueing) in a Spreadsheet | |
| Linear Programming Optimization: The Blending Problem | |
| Lindo Example: The Product-Mix Model | |
| Lingo Example: The Product-Mix Model | |
| The Goal Programming MBI Model | |
| Links to Excel Files of Section 4.9 | |
| Table of Models and Web Impacts | |
| Model Base Management | |
| Additional References | |
| BI Preview Chapter Online Files | |
| The General Process of Intelligence Creation and Use as Reflected in Continental Airline Case | |
| BI Governance | |
| The BI User Community | |
| An Action Plan for the Information Systems Organization | |
| Online Files | |
| Capabilities of EIS | |
| SAP Analytics | |
| Trends in Visualization Products for Decision Support | |
| Virtual Realty Visualization | |
| Competitive Intelligence on the Internet | |
| Cabela's | |
| Online Files | |
| Data Mining | |
| Online Files | |
| Heartdisease.sta | |
| Creditrisk.xls | |
| Movietrain.xls | |
| Movietest.xls | |
| Statistica Coupon | |
| Online Files | |
| Portfolio of Options | |
| Rolling Forecasts and Real-Time Data | |
| Effective Performance Measurement | |
| Six Sigma Roles | |
| Problems with Dashboard Displays | |
| Online Files | |
| Seven Sins of Deadly Meetings and Seven Steps to Salvation | |
| Whiteboards | |
| Internet Voting | |
| GroupSystems Tools for Support of Group Processes | |
| Collaboration in Designing Stores | |
| Online Files | |
| Leveraging Knowledge through Knowledge Management Systems | |
| Online Files | |
| Intelligent Systems | |
| Internet-Based Intelligent Tutoring Systems | |
| Automating the Help Desk | |
| Assignment ES | |
| Online Files | |
| Steps in the CBR Process | |
| Automating a Help Desk with Case-Based Reasoning | |
| Automatic Translation of Web Pages | |
| Online Files | |
| Guidelines for a "Think Small, Strategize Big" Implementation | |
| Project Management Software | |
| Utility Computing | |
| Agile Development and Extreme Programming (XP) | |
| A Prototyping Approach to DSS Development | |
| IBM's WebSphere Commerce Suite | |
| XML, Web Services and Service-Oriented Architecture | |
| The Process of Selecting a Software Vendor and an MSS Package | |
| Online Files | |
| An Active and Self-Evolving Model of Intelligent DSS | |
| Cookies and Spyware | |
| A Framework for Ethical Issues | |
| A Hybrid Intelligent System | |
| Online Tutorials | |
| Systems | |
| Forecasting | |
| Text Mining Project | |
| Statistica Software Project | |
| References | p. 748 |
| Glossary | p. 751 |
| Index | p. 763 |
| Table of Contents provided by Ingram. All Rights Reserved. |
