DSS

Mere som dette

Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction

af Jorge Gnecco

SPANNING FULL

af ABHISHEK KUMAR

Technology management

af Alejandra Rodriguez Vargas

NISSAN MOTOR CORPORATION

af Iván Ortega

Identification

Prediction

Detection

Optmaization

Safty

Profile maximaization

Human requirments

DSS

components

The User

User Interface Subsystem

Knowledge-based (Management) Subsystem (Optional)

Model Management Subsystem

Data Management Subsystem

Process

Monitoring

Implementation

Simon’s original three phases

Choice

Design

Intelligence

goals

survival

Models

Analytica

Operationa

Tactical

Strategic

characteristics&capabilities

Support

Stand alone,integration and Web-based

Data Access

Modeling and analysis

Ease of development by and users

Human control the process

effectiveness of decision

interactive case of use

adaptable and fleiable

variety of decision-making processes/each

all phases of the decision-making process

interdependent and/or sequential decisions phase (problem identification, classification, ownership. ..etc)

individuals as well as groups

managers at all levels

mainly in semi-structured and unstructured situations.

concepts

the purpose is attaining a goal or goals

Choosing amongst alternative courses of action

It is a Process “cyclic”,

Improve the quality of the decisions

Couples the intellectual resources of individuals with the capabilities of the computer

Solve the semi-structured and unstructured problems

Utilize data and models

Computer-based systems