Book Contents

Ch. 3
Analyzing Business Decision Processes

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Audit Questions

  1. What decision or decision process led managers to consider developing or improving a DSS?
  2. Has the firm examined relevant business processes from a customer service and information technology perspective?
  3. What are the most important decisions made by managers in the company?

Questions for Review

  1. What is meant by terms like decision process, decision problem and decision situation?
  2. What are 5 elements of a decision situation?
  3. What are the steps in the General Decision Process Model?
  4. Do managers differ in the way they make decisions? If so, are the differences important in designing DSS?

Questions for Discussion

  1. Can decision-making be improved? How do we know a computerized decision aid is needed?
  2. Why do DSS analysts need to understand decision behavior? Should DSS analysts actually study specific decision behaviors in the organizations where they work?
  3. How do DSS analysts reconcile competing models or decision frameworks? Can DSS analysts bias decision-making by overly structuring and rationalizing decision-making?
  4. Can all managerial decisions benefit from computerized decision support?
  5. Who makes decisions in organizations? Are decisions made by a single individual or by groups?

Decision Process Flowcharting Exercise

Develop a process flowchart for the IBM Credit Corporation business decision process that evaluated customer's requests for financing. See the flowcharting symbols explanation.


Internet Exercise

Conduct a search using Excite for articles on Business Process Reengineering and Process Redesign. Visit and conduct a search at that site. What Web sites have articles on these topics?



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