Building Decision Support System

User Interface
Decision support systems are now widely used in organizations and military across the world, helping
decision makers apply analytical, statistical and scientific techniques to decision making. In recent years,
there popularity has significantly increased because of their ability to execute, interpret, analyze and
suggest.
Decision support systems can be used in the areas of economic forecasting, risk management,
manufacturing automation, supply chain management, healthcare, data warehousing, demographic
trends and forecasts, resource allocation, etc. The growing popularity of decision support systems is due
to their capability to help decision makers balancing conflicting objectives and allocating scarce resources
optimally.
Though decision support systems are known to make the whole process of decision making easier and
speedier, their own development is a complex and time consuming process. Building a DSS user
interface requires a very high level of expertise in technology, programming, decision making, project
management, and user experience and user interface design. Plus, it requires a close and unswerving
collaboration of the analysts, programmers, decision makers, finance specialists and end users.

Building DSS User Interface

In the previous article, we learnt about ROMC approach to user interface design. Since each DSS has
a different purpose, defining representations, operations, and memory and control aids are of absolute
importance before beginning to develop a DSS user interface. The usefulness, validity and applicability of
a DSS depend on the design elements of a user interface.
A good user interface design must ensure that:

The screen design is aesthetically pleasing

The layouts are symmetrical

The arrangement of options/menus is appropriate

The screen layout is easy to understand and use

The design doesnt need to be artistic but it should certainly be visually pleasing

Working on it is easy and enjoyable

Therefore, a Decision Support System user interface developer must:

Get started with all significant information in hand. As a DSS is customized to the needs of end
users, its not a previously defined package. This means that a DSS user interface developer
must steer clear of assumptions and postulations. Rather he or she must rely on neat
specifications.

Be able to respond quickly to the needs of end users. A decision support system needs to be
modified or evolved quickly as per the directions of the decision maker who is going to use the
system. The designing of user interface should be such that it facilitates changes whenever
required.

Take into account the idiosyncrasies of the problems to be solved. Each DSS is developed to
solve particular types of problems. Therefore, a user interface developer is expected to
understand the peculiarity of the problems to be solved using DSS. And on the basis of this, he or
she must be able to determine what kind of input a user must feed and how and what kind of
output the system must produce.

Pay attention to the order of priority while designing the software. This typically includes four
steps. i) Design user interface, focusing on the dialogue that takes place between user and
machine. ii) Design operations and commands that will be used to carry out the operations. iii)
Define what happens when the user gives a command. iv) Work backward and create the
program.

While a DSS user interface developer works on building the software, the focus must constantly be on who the user is; what the user will do with the system; what type of decisions the user makes; and what
aid the user expects from a DSS.

Comments on Design Elements

As user interface development takes place, the developer must keep a tab on the way information will be
presented to the end user. Design elements play a crucial role in forming user experience. Here are few
tips that should be kept in mind:

Visual presentation of data is important, as it helps users visualize the relationship between two
or more elements.

Graphs, charts, hierarchy, diagrams, flowcharts and maps should be used in reports,
performance sheets, planning, designing and allocation.

Augment the use of color in a way that it enhances the overall appearance of the system.

Allow users to have some control of the functions, such as color adjustments, themes, home
screen, wall papers, menu style, patterns, etc.

Build guidance mechanisms, in order to make it easy for users to manipulate the system.

Offer process guidance help, just in case the user feels stuck.

The software system should be responsive enough to offer suggestions to the users, helping
them optimally use the system.

The bottom line is that a DSS user interface developer should make it a point that the system provides
decision makers with enough discretion and prudence. The system must let them choose the way they
want to use it.

Guidelines for Dialogue and User Interface design

The design of a computerized system determines whether it will be used or not. Over the period of time,
the researchers, DSS analysts and designers and decision makers have gather several important points
that may be considered as principles or guidelines for dialogue and user interface design.
Although the user interface is central to the system development but the totality of experience also plays
an important role. You must be cautious about user experience and ensure that the decision maker or the
end user attains utmost satisfaction.
Here are 10 user interface design rules that you must follow when designing one:
1. Consistency: A decision support system software must look, feel and act similar throughout. The
color combination, theme, menu display and other visuals must be consistent. It makes a DSS
look organized and well thought out.
2. Reduce Information Overload: The main objective of a decision support system is to reduce
information overload and simplify things to the extent possible. Probably, this is why most
organizations use computerized systems to aid decision making. The human memory is subject
to a limitation when it comes to information processing and learning commands. Where
appropriate, the design should be minimized and commands should be displayed and the
sequence of actions should be shortened.
3. Create Aesthetically Appealing yet Minimalist Interface Design: The interface should be
appealing; however, you need not show your artistic side. It must be balanced, soothing,
interactive and responsive.
4. Informative Feedback: Users look forward to informative feedback about the command they
have given or action they have performed. Minor commands may offer modest feedback,
whereas concrete feedback should be offered for infrequent actions.
5. Design Interactions: Each interaction should have a sequence or an order beginning, middle
and end. This keeps a track on the flow of the dialogue.
6. Anticipate Errors: You need to anticipate possible errors that a user can make when using the
decision support system. Think of simple and comprehendible ways to detect errors and to guide
users on what to do now. At some places, the system must make users aware of what errors they
are going to make by pressing a command.
7. Permit Action Reversal: Include undo. Sometimes, users make mistakes unintentionally. But
inability to reverse the action may build anxiety in users. Give them the flexibility to undo what
they did, whether knowingly or unknowingly. It gives them the confidence to try out new things.
8. Give Users Control of the System: People using a decision support system want to control
each aspect of the system. Inability to control makes them anxious and unconfident. Give them
control of the system and let them explore it as much as they want.
9. Provide Accelerators: As decision makers use a DSS more frequently, they dont want to offer
same information each time they log into the system. Provide them with accelerators to shorten
the interactions and increase the pace. Offer abbreviations and automation commands that
accelerate the entire process of decision making.
10. Provide Documentation and Help Capabilities: A DSS although is not incomplete if it doesnt
provide documentation capabilities but to users it may seem incomplete. Such capabilities are
desirable because most users want to document major points or something that catches their
attention.

An effective user interface makes a system easier to use. It eliminates anxiety and fear of technology and
promotes its use. A decision support designer must keep all the above guidelines when designing a user
interface.

Factors Influencing User Interface Design Success

There are a lot of factors that influence the success of a user interface design. A DSS designer is
expected to recognize and consider these factors when designing a user interface for a decision support
system. This is done to:

Eliminate/reduce the fatigue of working on a system

Reduce the learning time of DSS users

Reduce the chances of errors made by end users

Keep users motivated to use the decision support system

Offer users the ease to recall

So, here are the factors influencing UI design success. Take a look:

Execution Time: Why does a decision maker use computerized system to aid decision making?
Obviously, to reduce execution time! As a DSS designer, you must try reduce the execution time
for a command given and action performed. Maximize the pace of execution to minimize the
wastage of time.

Versatility: A decision support system must be resourceful enough to perform the entire range of
tasks that a decision maker needs to perform when making a decision using DSS. Moreover, it
should be flexible enough to integrate new tasks whenever needs arises.

Adaptability: A decision support system should be smart enough to adapt according to the most
prominent habits of its user. This means it needs to be self-tailoring or customizing in itself. It may
seem impractical, but in reality it is not. Rather this is what is expected from a smart decision
making system.

Learning Time: A DSS user interface should be simple enough to reduce the learning time of its
users, so that they can use it to its full capacity as soon as possible.

Uniformity of Command: As said earlier, a DSS user interface must have a uniform theme
throughout. It should offer the same look and feel and command throughout.

Quality of Help: When a decision maker is user a DSS built by you, he or she expects complete
on and off line support from you. The success of a DSS depends upon the quality of support
offered. Recognize what user may do on/with the DSS and offer self-help manuals both online
and offline.

Memory Load: A person has limitations when it comes to remembering numbers. The idea is not
to bombard the user with too many statistical or numerical data interpretations at one time. A
good UI design takes the memory load off the user mind.

Ease of Recall: If a user comes back to DSS after long, it must help him/her recall what was
done previously. It helps them achieve the same pace in a shortened time.

Fatigue: Mental fatigue occurs because of the complexity of the design. Keep things simple and
keep the commands visual so that the user doesnt need to remember anything.

Errors: Anticipate errors that a user may perform when using a decision support system. Provide
them the control to reverse the action and help to guide them what to do next.

Designing decision support system user interface is the toughest part of the development cycle. Its the
most important element as it establishes the communication between the machine and the human. The
use of visual elements and simple screen designs can add a great deal to the success of a DSS.

Building Decision Support System

User Interface
Decision support systems are now widely used in organizations and military across the world, helping
decision makers apply analytical, statistical and scientific techniques to decision making. In recent years,
there popularity has significantly increased because of their ability to execute, interpret, analyze and
suggest.
Decision support systems can be used in the areas of economic forecasting, risk management,
manufacturing automation, supply chain management, healthcare, data warehousing, demographic
trends and forecasts, resource allocation, etc. The growing popularity of decision support systems is due
to their capability to help decision makers balancing conflicting objectives and allocating scarce resources
optimally.
Though decision support systems are known to make the whole process of decision making easier and
speedier, their own development is a complex and time consuming process. Building a DSS user
interface requires a very high level of expertise in technology, programming, decision making, project
management, and user experience and user interface design. Plus, it requires a close and unswerving
collaboration of the analysts, programmers, decision makers, finance specialists and end users.

Building DSS User Interface

In the previous article, we learnt about ROMC approach to user interface design. Since each DSS has
a different purpose, defining representations, operations, and memory and control aids are of absolute
importance before beginning to develop a DSS user interface. The usefulness, validity and applicability of
a DSS depend on the design elements of a user interface.
A good user interface design must ensure that:

The screen design is aesthetically pleasing

The layouts are symmetrical

The arrangement of options/menus is appropriate

The screen layout is easy to understand and use

The design doesnt need to be artistic but it should certainly be visually pleasing

Working on it is easy and enjoyable

Therefore, a Decision Support System user interface developer must:

Get started with all significant information in hand. As a DSS is customized to the needs of end
users, its not a previously defined package. This means that a DSS user interface developer
must steer clear of assumptions and postulations. Rather he or she must rely on neat
specifications.

Be able to respond quickly to the needs of end users. A decision support system needs to be
modified or evolved quickly as per the directions of the decision maker who is going to use the
system. The designing of user interface should be such that it facilitates changes whenever
required.

Take into account the idiosyncrasies of the problems to be solved. Each DSS is developed to
solve particular types of problems. Therefore, a user interface developer is expected to
understand the peculiarity of the problems to be solved using DSS. And on the basis of this, he or
she must be able to determine what kind of input a user must feed and how and what kind of
output the system must produce.

Pay attention to the order of priority while designing the software. This typically includes four
steps. i) Design user interface, focusing on the dialogue that takes place between user and
machine. ii) Design operations and commands that will be used to carry out the operations. iii)
Define what happens when the user gives a command. iv) Work backward and create the
program.

While a DSS user interface developer works on building the software, the focus must constantly be on who the user is; what the user will do with the system; what type of decisions the user makes; and what
aid the user expects from a DSS.

Comments on Design Elements

As user interface development takes place, the developer must keep a tab on the way information will be
presented to the end user. Design elements play a crucial role in forming user experience. Here are few
tips that should be kept in mind:

Visual presentation of data is important, as it helps users visualize the relationship between two
or more elements.

Graphs, charts, hierarchy, diagrams, flowcharts and maps should be used in reports,
performance sheets, planning, designing and allocation.

Augment the use of color in a way that it enhances the overall appearance of the system.

Allow users to have some control of the functions, such as color adjustments, themes, home
screen, wall papers, menu style, patterns, etc.

Build guidance mechanisms, in order to make it easy for users to manipulate the system.

Offer process guidance help, just in case the user feels stuck.

The software system should be responsive enough to offer suggestions to the users, helping
them optimally use the system.

The bottom line is that a DSS user interface developer should make it a point that the system provides
decision makers with enough discretion and prudence. The system must let them choose the way they
want to use it.

Guidelines for Dialogue and User Interface design

The design of a computerized system determines whether it will be used or not. Over the period of time,
the researchers, DSS analysts and designers and decision makers have gather several important points
that may be considered as principles or guidelines for dialogue and user interface design.
Although the user interface is central to the system development but the totality of experience also plays
an important role. You must be cautious about user experience and ensure that the decision maker or the
end user attains utmost satisfaction.
Here are 10 user interface design rules that you must follow when designing one:
1. Consistency: A decision support system software must look, feel and act similar throughout. The
color combination, theme, menu display and other visuals must be consistent. It makes a DSS
look organized and well thought out.
2. Reduce Information Overload: The main objective of a decision support system is to reduce
information overload and simplify things to the extent possible. Probably, this is why most
organizations use computerized systems to aid decision making. The human memory is subject
to a limitation when it comes to information processing and learning commands. Where
appropriate, the design should be minimized and commands should be displayed and the
sequence of actions should be shortened.
3. Create Aesthetically Appealing yet Minimalist Interface Design: The interface should be
appealing; however, you need not show your artistic side. It must be balanced, soothing,
interactive and responsive.
4. Informative Feedback: Users look forward to informative feedback about the command they
have given or action they have performed. Minor commands may offer modest feedback,
whereas concrete feedback should be offered for infrequent actions.
5. Design Interactions: Each interaction should have a sequence or an order beginning, middle
and end. This keeps a track on the flow of the dialogue.
6. Anticipate Errors: You need to anticipate possible errors that a user can make when using the
decision support system. Think of simple and comprehendible ways to detect errors and to guide
users on what to do now. At some places, the system must make users aware of what errors they
are going to make by pressing a command.
7. Permit Action Reversal: Include undo. Sometimes, users make mistakes unintentionally. But
inability to reverse the action may build anxiety in users. Give them the flexibility to undo what
they did, whether knowingly or unknowingly. It gives them the confidence to try out new things.

8. Give Users Control of the System: People using a decision support system want to control
each aspect of the system. Inability to control makes them anxious and unconfident. Give them
control of the system and let them explore it as much as they want.
9. Provide Accelerators: As decision makers use a DSS more frequently, they dont want to offer
same information each time they log into the system. Provide them with accelerators to shorten
the interactions and increase the pace. Offer abbreviations and automation commands that
accelerate the entire process of decision making.
10. Provide Documentation and Help Capabilities: A DSS although is not incomplete if it doesnt
provide documentation capabilities but to users it may seem incomplete. Such capabilities are
desirable because most users want to document major points or something that catches their
attention.
An effective user interface makes a system easier to use. It eliminates anxiety and fear of technology and
promotes its use. A decision support designer must keep all the above guidelines when designing a user
interface.

Factors Influencing User Interface Design Success

There are a lot of factors that influence the success of a user interface design. A DSS designer is
expected to recognize and consider these factors when designing a user interface for a decision support
system. This is done to:

Eliminate/reduce the fatigue of working on a system

Reduce the learning time of DSS users

Reduce the chances of errors made by end users

Keep users motivated to use the decision support system

Offer users the ease to recall

So, here are the factors influencing UI design success. Take a look:

Execution Time: Why does a decision maker use computerized system to aid decision making?
Obviously, to reduce execution time! As a DSS designer, you must try reduce the execution time
for a command given and action performed. Maximize the pace of execution to minimize the
wastage of time.

Versatility: A decision support system must be resourceful enough to perform the entire range of
tasks that a decision maker needs to perform when making a decision using DSS. Moreover, it
should be flexible enough to integrate new tasks whenever needs arises.

Adaptability: A decision support system should be smart enough to adapt according to the most
prominent habits of its user. This means it needs to be self-tailoring or customizing in itself. It may
seem impractical, but in reality it is not. Rather this is what is expected from a smart decision
making system.

Learning Time: A DSS user interface should be simple enough to reduce the learning time of its
users, so that they can use it to its full capacity as soon as possible.

Uniformity of Command: As said earlier, a DSS user interface must have a uniform theme
throughout. It should offer the same look and feel and command throughout.

Quality of Help: When a decision maker is user a DSS built by you, he or she expects complete
on and off line support from you. The success of a DSS depends upon the quality of support
offered. Recognize what user may do on/with the DSS and offer self-help manuals both online
and offline.

Memory Load: A person has limitations when it comes to remembering numbers. The idea is not
to bombard the user with too many statistical or numerical data interpretations at one time. A
good UI design takes the memory load off the user mind.

Ease of Recall: If a user comes back to DSS after long, it must help him/her recall what was
done previously. It helps them achieve the same pace in a shortened time.

Fatigue: Mental fatigue occurs because of the complexity of the design. Keep things simple and
keep the commands visual so that the user doesnt need to remember anything.

Errors: Anticipate errors that a user may perform when using a decision support system. Provide
them the control to reverse the action and help to guide them what to do next.

Designing decision support system user interface is the toughest part of the development cycle. Its the
most important element as it establishes the communication between the machine and the human. The
use of visual elements and simple screen designs can add a great deal to the success of a DSS.

DSS Architecture, Networking and

Security Issues
Organizations are decision-driven. The success or failure of each decision impacts a companys strategy
directly or indirectly. If organizational decision making is aligned with the right kind of artificial intelligence
system, chances are that the performance of the organization will improve to a great extent.
The alignment of human intellect with computerized decision support systems has become
essential for rapid, more appropriate and agile decision making. Given the pace of change and
continuous economic turbulence, its become vital to combine strategy, human cognition and technology.
And this is why computerized decision support systems have become an integral part of organizational
decision making.
This means that each organization needs to build some sort of IT infrastructure to support decision
making. Though they realize its importance and also put a lot of effort in building one to fulfill their needs.
However, in some organizations, a DSS is built in an inept and incompetent manner. The design process
is shortened and is carried out in a hasty manner.

While this is understandable because of the cut throat competition, ever changing business environment
and economically unstable setting, but companies need more time to gather creative inputs, work on
design and infrastructure of a DSS along with DSS analysts and programmers and identify potential
security and networking issues. This will help in building a strong, more appropriate and highly effective
decision support system.
Unless each component of a DSS is carefully designed and developed, its impossible to create a
standalone computer system to support decision making. This requires equal involvement of
decision makers and DSS analysts, designers and programmers. Each of the DSS architecture
components requires a careful approach and stanch support from all the parties.

How are DSS architecture, network and security interrelated ?

DSS architecture, network and security are interconnected. The study of DSS architecture involves
obtaining an in-depth understanding about how a user is going to interact with the system and how
information will flow from one point to another. DSS network is concerned about how hardware is
organized, how data is distributed throughout the system, how DSS components are connected and
whether the information is fed/accessed using internet, extranet or intranet.
While DSS architecture is concerned about conception of the structure, model and behavior of a system
which is to be developed, networking is all about connection between the components software and
hardware.
Security is central to any computer software system and a DSS is no exception to the rule. A virus attack,
a hacking attempt or information leakage can cause damage to the system as well as the organization. As
a decision support system contains secret information, it needs to be 100% safe and secure. Its also
necessary for safeguarding employee and customer data.
Lets take a close look at these components.

DSS Architecture
There are four fundamental components of DSS architecture:

User Interface

Database

Model (context or situation representation)

Knowledge

User Interface
In the previous article, we learnt what it takes to design and build an effective user interface
design. Since its a full-fledged subject of study, we looked at the prerequisites of a good user

interface design, concerns pertaining to dialogue development, flexibility, mode of feeding

information, interface design rules and factors influencing the success of a user interface design.

The Database
Next, comes the database. It serves as the storehouse of information. It contains:
i.

Personal/internal information details collected from within the organization, from

employees, customers. It may include ideas, your own thoughts, experiences and
insights.

ii.

External information information collected from outside sources, like independent

researches, internet, government organizations, etc.

A DSS accesses information directly from the database, depending upon your needs and type of
decision you are making. A decision support system architecture scheme focuses on
iii.

Type of database required for a particular decision making system model

iv.

Whos responsible for different types of databases

v.

How to maintain accuracy and security of database

Model
This component of DSS architecture takes care of:
i.

DSS model and

ii.

DSS model management system

While a model is a representation of context, a situation or an event, a DSS model management

system stores and maintains DSS models.
A model makes an important component of DSS architecture because it allows you to carry out a
particular type of data analysis that you need for a particular kind of decision-making. For
example, you need to understand what happens if you change a particular variable. A
spreadsheet-based model will help you conduct what-if analysis.
A model management system just stores and manages DSS models. But it doesnt help you
decide the best model for a decision type. Decision makers can use their expertise to decide the
model for resolving a particular model.

Knowledge
This element of DSS architecture provides information about the relationship among data, which
is too complex. It manages the knowledge and provides decision makers with alternative

solutions of a problem. It also sends signals to decision makers when there is any mismatch
between forecasted and actual results.

What Does a DSS Architecture Scheme Address ?

A well defined DSS architecture scheme addresses:

A problem definition that a DSS is expected to resolve

The objectives of a DSS

Components of a DSS and connection between them

Development and maintenance schedule

Skills, tools, funds and other support required for DSS development

Anticipated enhancements

Project participants and their roles

DSS Networking
A decision support system is connected to various computers (workstations), databases and servers. This
connection is important for a DSS to work; however, this can give rise to a number of networking and
computing issues.
Also, the increasing trend of internet-based DSS system may add to the intensity of networking and
security issues. In this section, were going to learn about basic networking concepts and related issues.
DSS architecture is based on the physical connection among its various components as well hardware.
And the way in which components or systems are networked define how information flows. However,
before we discuss this in detail, lets understand what a network is and how it can be established:
Network: A network is an assortment or a group of computers that are connected with each other or in a
specific way, in order to communicate with each other. This connection facilitates the sharing of
information among the connected computer systems.
To communicate among the connected systems requires:

An agreement upon language of communication

Unique identifier for each host/networked computer

Physical connection, such as modem or Ethernet

A network protocol (rules and formats for information sharing)

A technology for information sharing (LAN, Internet, Remote Access Dialup Servers and private
Integrated Services Digital Networks (ISDN)

Resource Sharing
A computer network is established with a core objective of sharing information. The most common
technology for connection and resource sharing is LAN (Local Area Network). It serves hosts within a
restricted geographical area.
The resources are managed through an operating system, which is known as NOS (Network Operating
System). It acts like a traffic controller that regulates the exchange and flow of information/resources.
WAN (Wide Area Network) is another technology for resource sharing. The difference between LAN and
Wan is that the latter is much larger and connects a group of LANs.

Resource Connection
TCP/IP (Transmission Control Protocol/ Internet Protocol) is a set of standard networking protocols, to
enable computer systems to communicate with each other. It defines the rules and formats for the
diffusion and reception of information or resources.
The TCP sends data between programs using IP (Internet Protocol). It assigns a unique IP address to
each workstation and sends information from one host to another in the form of packets.
The information or data is sent through internet because of its omnipresence and cost effectiveness.
However, the information may not be transferred through a secured root. In order to maintain security, its
essential to address related issues and concerns.

Addressing Security Issues for Decision Support

Systems
Given the increase in the rate of cyber crime, virus attack and information theft, it has become important
to make additional arrangements to ensure data security. The process begins with evaluating security
needs and identifying problems and goes through determining appropriate solutions to implementing
them.

The Process for Addressing Security Issues

1. Identifying security needs: Before finding solutions to problems, DSS users and analysts must
brainstorm to identify security needs. This step requires evaluating potential threats.
2. Determining how important security is: The next step is to determine how important security is
for your DSS. You need to ask yourself following questions:

How important the data secured in it is

How sensitive your data is

What kind of decision-making it is going to support

Who all is going to use it

Does it require transfer of information to remote locations

How much cost it will incur

Once you find answers to all these questions, you can determine whether the security needs are
to be addressed or not.
3. Remedying problems: After you decide the level of security required for your DSS, its time to fix
the problems. The solutions may be in the form of:

Strengthened password

User education

Firewalls

Enhanced privacy

Logging and use statistics

4. Implementing solutions and observing their impact: Implement the decided solutions and
observe if they effectively address the problems. The job is not over; rather its an ongoing
process. There may be some security holes at any given point. Keep a track of them and change
the passwords and strengthen firewalls on regular basis.

Designing and Developing Decision

Support Systems
The business intelligence tools or decision support systems aid decision making in an organization. An
effective DSS provides you with unbiased data analysis, real time monitoring and rich reporting,
supporting you make an informed decision in the least possible time span. A meticulously designed DSS
makes use of analytical models, various statistical and econometric tools and of course, human
intelligence and insights to support decision making.
This proves the importance of technology, methodology and approach behind designing and development
of a decision support system. As a decision maker, you need to be extremely careful in selecting the DSS
technology and developmental methodology. You need to get the basics right, in order to get a reliable
tool to support diverse information and decision-making needs.
Because designing and development of a decision support system is a complex process, you may
face a number of issues, such as:
1. Mismatch between the perspectives of the programmer and decision maker

Decision makers, on one hand, have very little knowledge about what it takes to design and
develop a decision support system. On the other hand, a programmer or developer may not have
a fair idea of how complex business decision making has become in todays highly turbulent
times. Technology selection may seem puzzling and ambiguous to decision maker while the
preferences, needs and expectations of a decision maker may not fit the process of system
design and development. This mismatch between perspectives leads to complexities. But at the
same time, this increases the likelihood of creation of an effective and apt DSS.
2. Identification of specific requirements
Most of the times, even decision makers have no clue about what to expect from a decision
support system. This is especially the case when managers need a tool to aid in resolving illstructured or unstructured problems. It is easy to decide what functionality a DSS must possess
when problems are routine and structured. Managers can seek help from their team members
and conduct brainstorming sessions, in order to chart out the functions and benefits of a decision
support system.
3. Technology selection
In todays highly competitive business environment, you need an interactive and responsive
decision support system that maximizes your performance. In such a scenario, the selection of
technology plays a crucial role. However, its not always necessary to use the latest version of a
particular platform. It completely depends on the objectives you wish to achieve. However, a DSS
development company may push you for the latest technology, which will certainly add to your
expenses. The rule of thumb is to ask for price quotes from different companies.
4. Approach to software design and development
As said earlier, there is no standard approach or methodology to design the best decision support
system. There are three main approaches to system design and development: 1) the traditional
system development life cycle (SDLC) approach; 2) rapid prototyping and 3) end-user approach.
You may want to choose a methodology that ensures that the final product accomplishes your
objectives. But each approach has its pros and cons, making it difficult to choose the best one.
Most of these issues can be resolved by:

Identifying clear agendas

Brainstorming with team members

Communicating the expectations clearly to the programmers

Educating yourself about various technologies used in DSS development

Trying to reach at a common platform with the developers

Pre-Design Diagnosis and Feasibility Study

How to secure the right DSS developmental methodology? Well, a pre-design diagnosis of a decision
making process and feasibility study of a DSS concept can help you gain clarity. Diagnosis and feasibility
testing are two different processes but are intertwined. Depending upon how decisions are made in an

organization, a programmer carries out the feasibility testing of the idea on which a DSS is to be
developed.

Diagnosis of a Decision Making Process

A diagnostic study of decision making process in an organization helps gain clarity on:

Problem identification process

Data collection techniques

How decisions are made

Who all are involved in decision making

Norms pertaining to decision making in an organization

The study involves:

Defining the types of decisions

Charting out the formal decision making process basis observation

Identifying the primary role of decision maker

Interviewing decision makers

Assessing the effectiveness of data collection techniques

Evaluating the performance of decision making process

Need for computerized aid to support these decisions

Identifying what needs to be improved

Determining what will remain unchanged

A diagnostic study of decision making proves to be very useful to assess the overall process. It
helps in redesigning the decision making process and charting out the objectives, functionality and
expectations from a decision support system.

Feasibility Study
Testing the decisional, economical and technological feasibility of a proposed decision support system
succeeds the diagnostic study of a decision making process. The feasibility study aims to:

Uncover viability or achievability of a proposed DSS

Discover the target users of a proposed decision support system software

Identify opportunities and threats to a proposed DSS

Determine if a proposed DSS with desired features falls within the budget of the organization

Determine the technologies that can possible be used to develop a DSS

Measure how well a proposed DSS will be able to solve problems

Identify time available to build the system

Uncover the amount of resources required to build the system

Identify the limitations and risks associated with the proposed system

Both decision maker and programmer attain clarity on whether to go ahead with the system development
or not, once these factors are assessed.

Choosing a System Development Approach

As mentioned above, choosing a system development approach is an underlying issue. This is because
there is no single process that can be termed as best. What development approach you choose depends
upon the results of feasibility study and a mutual agreement between decision maker and programmer.
However, you will need to choose a developmental approach only when you decide to make a custom
decision support system. If you decide to buy a packaged solution, you simply consult the expert, choose
a suitable software system and implement it. It is less expensive than making a support system.
But if youre not convinced with the functionality of a packaged solution, its ideal to make it and equip with
all the functions and features that you need. Here are three approaches to system development that you
may want to learn about:
1. SDLC - System Development Life Cycle Approach
The formal SDLC is a sequential process which begins with identifying the system objectives
(needs of end users) and goes through various stages, including

System analysis (technical components required)

System design (architecture)

Coding (programming)

Testing (errors and bug fixing)

Implementation (execution in the organization)

Use (end users employing DSS)

Evaluation (verification of functions and capabilities)

Modification (adjustments required)

Its the most commonly used and most rigid system development approach. In complex
situations, it becomes difficult to use this approach, as the requirements of users are constantly
changing. It doesnt promote recurring development and testing.
2. Rapid Prototyping Approach
As the name suggests, rapid prototyping is a method that promotes faster system development.
Moreover, its combined effort of decision maker and analyst. A DSS analyst works closely with a
decision maker, to chart out specific requirements. Though a decision maker uses general terms,
the analyst uses DMS (database management system) to support rapid development of the
application.
Rapid prototyping goes through:

Identifying objectives/ user requirements

Developing the first model

Evaluating the first model, identifying adjustments required and modification

Testing the developed DSS. Go back to evaluation and modification, if needed

Implementing

As the communication lines are always open, evaluation and modification happen at a rapid pace.
This is why its considered a better approach than SDLC in complex situations.
3. End-User DSS Development Approach
End-user DSS development approach promotes the designing and development of a software
system depending upon the specific or individual needs of a decision maker. Its like customizing
your laptop. As managers make extensive use of various applications, they may want a system
that integrates all the functions that they need.
The plus side of this approach is that a decision maker makes his DSS on his own. The negative
side is that he or she may end up choosing the inappropriate software. Moreover, they may make
mistakes unknowingly when developing a decision support system because of the lack of
technical expertise. This approach is very rarely used.

DSS Project Management

Project management is an additional overhead. Its a common belief. No one understands the importance
of project management until they get punched in their face. The entire process, beginning from DSS
conceptualization, development and implementation needs to be closely overseen, in order to:

Reduce chaos

Manage risk

Supervise project development

Administer quality

Manage smooth integration of newly developed DSS with business processes

Identify training requirements of staff

Manage change

Projects are chaotic in nature. And when technology is involved, chaos quadruples. The process becomes
further complex when change is included. Generally, employees resist change. They fear technology. As
a business, you must hire a DSS project manager, in order to carry out the whole process as smoothly
and hassle-free as possible.

DSS Project Participation

A decision support system development is a comprehensive project that requires diverse skills and
capabilities. Therefore, its essential to bring together the right talent from the fields of technology,
management, finance, project management, analytics and potential users and ensure active participation
of team members.
Remember you cant ride on the expertise of programmers alone. Its a combined effort and requires
active participation of everyone involved in project development. The team typically includes sponsor,
financial executives, DSS analyst, programmer, technical support professional and decision-maker/enduser.

Analyzing Business Decision Making

Process
Continuous analysis of organizational decision-making process is essential to high quality and transparent
decisions; otherwise a business runs with a prejudice: the notion that it is good at making decision, even if
in reality it is not. And probably this is why both, decision makers and decision support system analysts try
to get a profound understanding of organization-wide decision-making, in order to build highly customized
DSS software.
This means a lot goes into planning, designing and implementing a decision support system. Decision
making is important as well as complex. But its scope is broad. Its not restricted to a certain level of
hierarchy; rather employees at all levels across all departments make decisions, depending upon the
roles they play and situations they get face-to-face with.
Some decisions are related to evaluating investments, allocating resources or assessing mergers and
acquisition proposals while some are about introducing new products, studying their shelf life or
enhancing manufacturing efficiency. There are also day-to-day decisions that are valid for a point of time.

Typically, more objective decisions are made at lower levels of hierarchy, which can be quantified. Higher
levels of hierarchy deal with unstructured or ill-structured decisions, which are subjective in nature. While
objective decisions may not require creativity, subjective decisions do.
Like decisions made in each department at each level are different, similarly a decision support system
analyst must take into consideration the type of decisions and distinguished factors influencing decisionmaking before going to the drawing board and designing the architecture. Understanding the context in
which decisions are made is an important consideration in building a decision support system.
Let us take a closer look at the factors that a DSS analyst should take into account:

Types of Managerial Decisions

As said earlier, decisions are made at all levels of hierarchy. Therefore, its important to understand what
type of decisions a decision support system is going to support.

Strategic decisions: As strategic decisions are not related to general functioning of an

organization, these are non-repetitive in nature and require a lot of time to be arrived at.
Generally taken by the highest level of hierarchy, strategic decisions involve careful analysis of
the situation and consequences. Some examples of strategic decisions: evaluation of an
investment proposal, decisions related to mergers and acquisitions, resource allocations, fund
raising, etc.

Operational decisions: These types of decisions fall under two categories. Decisions pertaining
to plant location, production volume, distribution channel and policies are taken by top
management. These are long term decisions that directly impact the functioning of a business.
The second category of decisions is related to day-to-day functioning, which are taken by middle
and lower level managers.

Managerial decisions: These decisions pertain to resource allocation, talent management,

research and development, new product introduction, withdraw or revamp old products. These
are combined decisions taken by top and upper middle management.

Each type of decision requires different level of support. A decision support analyst needs to analyze
what types of decisions need to be supported; who are involved in decision making process; and whether
alternative courses of actions are required to be shown.

Nature of Problems
Decision making may be simple or complex depending upon the nature of the problem. It may be
repetitive or non-repetitive, structured or unstructured. And each problem type requires different
approach, problem-solving technique and subjectivity. Lets understand this in detail:

Recurring/ Repetitive problems: Recurring decisions are taken very frequently and do not
require in-depth analysis and evaluation every time. Employees at the lower level of hierarchy are
empowered to take these decisions on their own because a standard procedure is followed to
tackle such problems.

Non-repetitive problems: Non repetitive decisions are taken once in a while. Non-repetitive
problems may or may not be difficult to tackle but they are not regular. Difficult problems are

taken care of by the upper levels of management while the non-complex ones are solved by
lower management.

Structured problems: Structured problems can be quantified and therefore, can be solved using
computational techniques. Structured problems may occur frequently as these are generic in
nature.

Non-structured problems: Non-structured problems are hard to quantify, making it difficult to

decide the tangible objectives that a solution should achieve. These do not occur frequently.
Although the decisions can be automated, but a thorough involvement of decision makers is also
required. These decisions typically require creativity and human cognizance along with
automated solution.

The architecture of a decision support system is developed once a DSS analyst understands what kinds
of problems are likely to be solved. A decision support system is generally used when a problem is illstructured, complex and vague and the amount of information to be considered is huge.

Involvement of People
A decision support system analyst must take into account the people involved in a decision making
process. There is a set of decisions that are taken by a group of individuals. In such a case, a DSS must
enable the people involved to connect, communicate and share files, data and views with each other. A
simple DSS would do, if the decision maker is an individual.

Decision Environment
Numerous factors have a direct impact on decision-making. Managers can help decision support system
analysts in understanding these internal and external factors that impact decision-making. External
factors may include: technology, political environment, suppliers, distributors, competitors and customers.
Internal factors include people (their perceptions, capabilities, frequency of decision making, type of
decisions they take), department (where a DSS is to be implemented) and organizational factors
(procedures and processes, budget, change management).

Decision-making Context
A decision-making context defines the circumstances in which a problem is rooted. It also defines the
assumptions around the problem, associated risks, level of uncertainty and expected return. A decision
support system analyst must take decision-making context into account because it will help him:

Identify the potential for decision support: If a computerized or automated decision making
system will work or not. If yes, what problems it will likely to solve.

Determine the scope of decision support: At what level support is required. For generic
problems, a DSS can offer complete support, but for an ill-structured problem, it can only show all
possible alternative courses of actions with their pros and cons, leaving the end decision to the
user.

Depending upon a decision-making context, a DSS analyst can must consider goals to be achieved,
examine relevant alternatives, draw a process to rank alternatives, predict decision environment (internal
and external factors affecting decisions) and identify the characteristics of decision-makers.

Decision Making Process

Previously, decision making was a purely cognitive process to select the most feasible course of action
from among the available alternatives. However, this was when decision support systems didnt exist.
Nowadays, a decision-making process is supported extensively by automated software systems.
However, if we carefully look at the sequence or stages of decision making, well barely find any deviation.
Decision making certainly is more complex today, but it is supported by computerized systems. A decision
making process involves following step:
1. Defining the Problem
Defining a problem is important. It provides decision makers with a base, on which they can build
assumptions, collect and analyze data and evaluate alternatives. Defining a problem begins with
recognizing that a problem exists. A problem exists when:

Theres a difference between expected and delivered

Theres a divergence from the customary

An action taken is not justifiable

A DSS defines the problem and complexities involved by comparing deliverables and delivered.
2. Identifying Decision Maker
Depending upon the nature of the problem, it is sent to the right person. An ill-structured problem
will go to top management; a complicated problem to the managers and recurring will be sent to
the employee at a lower hierarchical level.
3. Gathering Information
Once a problem is sent to the right person, the concerned person can begin with collecting data
and identifying the factors influencing the situation. Without DSS, you will take too long a time to
collect and analyze data. A DSS can process tons of data in just few seconds.
4. Evaluating Alternatives and Deciding
This stage involves sifting through all possible courses of action and determining the most
suitable from among them, by assessing the pros and cons of each alternative. A DSS helps in
justifying a particular choice.
5. Implementation and Follow-up

Once the decision is taken, its time to walk the walk. Its time to implement. Again implementation
needs whole lot of planning. Monitoring is also essential to determine if a particular decision is
helpful in achieving the objectives. It may require some adjustments or may lead to a new
problem. If latter is the case, you may have to repeat the entire process.

Good Decision Making

A good decision is the one that is free of biases and prejudices, and resolves the identified problem while
capturing the maximum value. It is something that takes you towards your goal, given the ambiguities and
intricacies of the real world.
Characteristics of a good decision:

Longer shelf life

Doesnt raise a conflict of interest

Takes into account internal and external factors

Helps decision maker get what theyre seeking

A meticulously designed decision support system aids in good decision making. If a decision maker uses
a standard DSS, the results obtained are distorted, which defeats the whole purpose of using it.

Redesigning Decision Making Process

A decision making process is a group of various interrelated activities. Its sole aim is to create value for
the organization. In todays extremely complex business environment, its important to make faster, more
flexible, transparent and high quality decisions. Redesigning/reengineering a decision-making process
may help organizations become agile and nimble and significantly reduce the time taken in making a
decision.
A decision making process can be reengineered by:

Envisaging new work strategies

Dropping iterative processes

Encouraging full-scale recreation

Fostering more creativity in decision making rather than automating the whole process

A decision support system should be developed in such a way that it promotes creativity rather than
automation. It must propel a decision maker to think and come up with an out-of-the-box idea. Instead of
being efficient, it must be responsive.