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This core textbook contains a focused approach to understanding and building decision support systems.

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CONTENTS
PARTⅠ
Introduction to Decision Support Systems
 1 Introduction to Decision Support Systems = 2
  1.1 Evolution of Information Systems = 4
  1.2 What Is a DSS? = 5
  1.3 DSS in the Information Systems Picture = 8
   1.3.1 Types of Information = 8
   1.3.2 Information Systems and Decision Support = 10
   1.3.3 Using Computers for Decision Support = 11
   1.3.4 The Value of Computer-Based Decision Support = 13
  1.4 Specific DSS Benefits = 15
   1.4.1 Imporving Personal Efficiency = 15
   1.4.2 Expediting Problem Solving = 16
   1.4.3 Facilitating Interpersnoal Communication = 17
   1.4.4 Promoting Learning or Training = 18
   1.4.5 Increasing Organizational Control = 19
  1.5 Why Study DSS? = 19
  1.6 The Plan of This Book = 20
  Summary = 21
  Key Terms = 22
  Review Questions = 22
  Exercises = 23
  References = 24
 2 Human Decision-Making Processes = 26
  2.1 What Is a Decision? = 28
  2.2 The Decision Process = 29
   2.2.1 The Intelligence Phase = 30
   2.2.2 The Design Phase = 30
   2.2.3 The Choice Phase = 31
  2.3 Types of Decisions = 32
  2.4 How Managers Make Decisions = 36
   2.4.1 The Rational Manager = 37
   2.4.2 Subjective utility = 39
   2.4.3 Systematic Decision Making = 42
   2.4.4 Satisficing = 45
   2.4.5 Organizational and Political Decision Making = 45
  2.5 The Impact of Psychological Type on Decision Making = 46
  2.6 The Kepner-Tregoe Decision-Making Method = 51
   2.6.1 State the Purpose of the Decision = 53
   2.6.2 Establish Objectives = 53
   2.6.3 Classify According to Importance = 54
   2.6.4 Generate Alternatives = 55
   2.6.5 Evaluate Alternatives against Objectives = 55
   2.6.6 Tentatively, Choose the Best Alternative = 56
   2.6.7 Assess Adverse Consequences = 57
   2.6.8 Make a Final Choice = 59
  Summary = 59
  Key Terms = 60
  Review Questions = 61
  Exercises = 61
  References = 64
  Envoyance : The First Meeting = 65
 3 Systems and Models = 70
  3.1 About Systems = 72
  3.2 Information Systems = 75
  3.3 Data Flow Diagrams = 77
  3.4 DSS as Information Systems = 78
  3.5 Models = 81
   3.5.1 Types of Models = 84
   3.5.2 Simplification in Models = 90
  Summary = 91
  Key Terms = 92
  Review Questions = 93
  Exercises = 93
  References = 94
  Envoyance : The Star-Crisis = 95
 4 Types of Decision Support Systems = 100
  4.1 The DSS Hieratchy = 102
   4.1.1 The Seven DSS Types = 102
   4.1.2 Applying the DSS Types to Airline Yield Management = 105
  4.2 Generalizing the DSS Categories = 114
  4.3 Matching DSS to the Decision Type = 115
  4.4 Individual and Group DSS = 115
  4.5 Matching Benefits to DSS User Community = 117
  4.6 Matching DSS to the Decision Maker's Psychological Type = 118
   4.6.1 Introversion / Extraversion = 118
   4.6.2 Sensing / Intuition = 119
   4.6.3 Thinking / Feeling = 119
   4.6.4 Judgment / Perception = 119
   4.6.5 Combinations of Preferences = 120
  4.7 Usage Models = 21
  4.8 Institutional versus Ad Hoc DSS = 123
  Summary = 124
  Key Terms = 125
  Review Questions = 125
  Exercises = 126
  References = 128
  Envoyance : The Star-Brite Crisis (continued) = 128
Part Ⅱ
Building and Implementing Decision Support Systems
 5 Building a Decision Support System = 132
  5.1 Defining the DSS Architecture = 143
  5.2 DSS Development Process = 139
  5.3 The DSS Development Process = 139
   5.3.1 The SDLC Apporach = 139
   5.3.2 Prototyping = 141
   5.3.3 End-User Development = 144
  5.4 DSS User Interfaces = 146
   5.4.1 Factors to Consider in User-Interface Design = 147
   5.4.2 User-Interface Styles = 152
   5.4.3 Hypertext / Hypermedia = 159
  Summary = 162
  Key Terms = 164
  Review Questions = 164
  Exercises = 165
  References = 166
  Envoyance : Jim's Decision = 167
 6 DSS Software Tools = 170
  6.1 DSS Software Categories = 172
  6.2 Standard Packages = 174
  6.3 Specialized Tools and Generations = 175
   6.3.1 Database Management Systems = 176
   6.3.2 Information Retrieval Packages = 182
   6.3.3 Specialized Modeling Languages = 185
   6.3.4 Statistical Data Analysis Packages = 192
   6.3.5 Forecasting Packages = 196
   6.3.6 Graphing Packages = 198
  6.4 Programming Languages for DSS = 199
   6.4.1 Third - Generation Programming Languages = 200
   6.4.2 Fourth - Generation Programming Languages = 201
  Summary = 206
  Key Terms = 208
  Review Questions = 208
  Exercises = 209
  References = 210
  Envoyance : A Business Plan for Plastic Recycling = 211
 7 DSS Hardware and Operating System Platforms = 216
  7.1 The Major Options = 218
  7.2 DSS on the Central Corporate System = 218
  7.3 DSS with an Information Base on a Separate System = 220
  7.4 DSS and Client / Server Computing = 223
  7.5 DSS on a Stand-Alone System = 229
  7.6 Open Systems and DSS = 231
  7.7 Choosing a DSS Hardware Environment = 236
  Summary = 237
  Key Terms = 238
  Review Questions = 238
  Exercises = 239
  References = 240
  Envoyance : Cleaning the Groundwater (Ⅰ) = 241
 8 Implementing Decision Support Systems = 244
  8.1 The Implementation Stage = 246
  8.2 System Conversion = 248
  8.3 Overcoming Resistance to Change = 251
   8.3.1 Unfreezing = 253
   8.3.2 Moving = 254
   8.3.3 Refreezing = 255
  8.4 DSS Implementation Issues = 256
   8.4.1 Technical DSS Implementation Issues = 256
   8.4.2 User-Related Implementation Issues = 258
   8.4.3 Using the Lists of Issues = 263
  8.5 Ethical Issues in DSS Implementation = 264
  Summary = 267
  Key Terms = 269
  Review Questions = 269
  Exercises = 270
  References = 271
  Envoyance : Implementing the Addit System = 272
Part Ⅲ
Decision Support Systems in Detail
 9 Representational Models = 276
  9.1 Discrete-Event Simulation Models = 278
   9.1.1 The Concept of Discrete-Event Simulation = 278
   9.1.2 A Discrete-Event Simulation Example = 280
   9.1.3 Designing a Discrete-Event Simulation Model = 283
   9.1.4 Another Simulation Example = 288
   9.1.5 Complete Simulation Studies = 290
   9.1.6 Random and Pseudo-Random Numbers = 293
   9.1.7 Static Sumulation Models = 294
  9.2 Queuing Models = 300
   9.2.1 Queuing Theory Concepts = 300
   9.2.2 A Queuing Theory Example = 300
   9.2.3 Generalizing the Solution = 303
   9.2.4 Arrival and Departure Time Distributions = 304
  9.3 Markov Process Models = 306
   9.3.1 The Markov Process Model Concept = 306
   9.3.2 Computer Calculations for Markov Processes = 308
  9.4 Simulation, Queuing Theory, and Markov Processes Compared = 309
  Summary = 310
  Key Terms = 312
  Review Questions = 312
  Exercises = 313
  References = 317
  Envoyance : Using Simulation = 318
 10 Optimization = 320
  10.1 Testing Alternatives = 322
   10.1.1 Complete Enumeration = 322
   10.1.2 Random Search = 323
  10.2 The Calculus Approach = 324
  10.3 Linear Programming = 326
  10.4 Numerical Methods = 332
   10.4.1 Hill Climbing = 333
   10.4.2 Box's Method = 335
  Summary = 336
  Key Terms = 337
  Review Questions = 338
  Exercises = 338
  References = 339
  Envoyance : Cleaning the Groundwater (Ⅱ) = 342
 11 Group Decision Support Systems = 342
  11.1 What are Group DSS? = 344
  11.2 Why Group DSS Now? = 344
   11.2.1 Organizational Reasons for Group DSS Growth = 344
   11.2.2 Technical Reasons for Group DSS Growth = 347
   11.2.3 Putting the Factors Together = 348
  11.3 Group versus Individual Activities = 349
  11.4 Types of Group DSS = 350
  11.5 Groupware = 355
  11.6 Group DSS in Use Today = 356
   11.6.1 Electronic Meeting Systems = 356
   11.6.2 Work Flow Systems = 361
  11.7 Four Group DSS Products = 364
   11.7.1 Access Technology's For Comment = 366
   11.7.2 ON Technology's Instant Update = 366
   11.7.3 Lotus Notes = 368
   11.7.4 Group Bull FlowPATH = 372
  Summary = 375
  Key Terms = 376
  Review Questions = 376
  Exercises = 377
  References = 379
  Envoyance : Working with Chempact = 380
 12 Exercutive Information Systems = 384
  12.1 Who Are the Executives? = 386
  12.2 What Is an Executive Information System? = 387
  12.3 Why Use an EIS (or ESS)? = 388
  12.4 EIS Characteristics = 390
   12.4.1 General Features = 390
   12.4.2 EIS Design Approaches = 392
  12.5 EIS Issues = 395
   12.5.1 Who Is the User? = 395
   12.5.2 The EIS Sponsor = 396
   12.5.3 Cost of the EIS = 397
   12.5.4 Management Resistance to the EIS = 398
   12.5.5 Employee Resistance to the EIS = 399
  12.6 From EIS to ESS = 400
  12.7 Implementing EIS / ESS = 401
  Summary = 403
  Key Terms = 404
  Review Questions = 404
  Exercises = 405
  References = 406
  Envoyance : Executives and Scheduling = 407
 13 Decision Support Systems Cases = 412
  13.1 MBTA Passenger Waiting Time System = 414
  13.2 MediQual = 420
  13.3 JOCK = 422
  13.4 Options Pricing with Black-Scholes = 424
  13.5 Geographic Information Systems = 428
   13.5.1 GIS Example 1 : Yellow Freight = 430
   13.5.2 GIS Example 2 : Metropolitan Life Insurance = 432
  Exercises = 435
  References = 438
Part Ⅳ
Introduction to Artificial Intelligence and Expert Systems
 14 Artificial Intelligence, Expert Systems, and DSS = 442
  14.1 About Artificial Intelligence = 444
   14.1.1 History of AI = 444
   14.1.2 The Turing Test = 445
  14.2 Artificial Intelligence Today = 447
   14.2.1 Robotics = 448
   14.2.2 Machine Vision = 450
   14.2.3 Natural Language Interpretation = 451
   14.2.4 Neural Nets = 455
  14.3 Expert Systems = 458
   14.3.1 The Basic Idea = 459
   14.3.2 A Simple Expert System = 460
  14.4 Expert Systems and DSS = 463
  14.5 Expert Systems and Neural Networks = 442
  Summary = 467
  Key Terms = 468
  Review Questions = 469
  Exercises = 469
  References = 471
  Envoyance : Bob's Robot = 474
 15 Expert Systems from the Outside = 478
  15.1 Pros and Cons of Expert Systems = 480
   15.1.1 Advantages of Expert Systems = 480
   15.1.2 Drawbacks of Expert Systems = 481
  15.2 Choosing a Good Expert System Application = 482
   15.2.1 Problem-Related (Task-Related) Criteria = 482
   15.2.2 Expert-Related Criteria = 485
   15.2.3 Keeping the Criteria in Perspective = 487
  15.3 The Expert System Human Interface = 488
   15.3.1 Interfaces of an Expert System = 489
   15.3.2 The User Control and Input Interfaces = 490
   15.3.3 The User Output Interface = 490
   15.3.4 The Explanation Interface = 492
   15.3.5 The Knowledge Engineer Interface = 496
  Summary = 500
  Key Terms = 501
  Review Questions = 501
  Exercises = 502
  References = 502
  Envoyance : What Methods to Use? = 504
 16 Expert Systems from Inside = 508
  16.1 Variables = 510
  16.2 Production Rules = 511
   16.2.1 Combining Rules into a Knowledge Base = 511
   16.2.2 Inferencing Methods = 512
   16.2.3 Strengths and Weaknesses of Production Rules = 519
  16.3 Frams = 521
   16.3.1 Semantic Networks = 521
   16.3.2 Object-Oriented Programming = 524
   16.3.3 Frame Concepts = 526
   16.3.4 Reasoning within the Frames = 527
   16.3.5 Beyond the Individual Frames = 529
  16.4 Predicate Calculus = 530
  16.5 Databases = 531
  16.6 Confidence Factors = 532
   16.6.1 Where Confidence Factors Come From = 533
   16.6.2 Alternative Apporaches to Confidence Factors = 534
  16.7 Fuzzy Logic = 536
  Summary = 541
  Key Terms = 543
  Review Questions = 543
  Exercises = 544
  References = 546
  Envoyance : Asbestos Abatement Decisions = 546
 17 Building an Expert System = 550
  17.1 Hardware Platforms for Expert Systems = 552
   17.1.1 Expert Systems and Microcomputers = 552
   17.1.2 Expert Systems and Minicomputers = 552
   17.1.3 Expert Systems and Mainframes = 554
   17.1.4 Expert Systems and Parallel Processors = 554
  17.2 Sofrware Tools for Expert Systems = 556
   17.2.1 Packages = 556
   17.2.2 Shells = 559
   17.2.3 Languages = 564
  17.3 Knowledge Acquisition = 572
   17.3.1 What Is Knowledge Acquisition? = 572
   17.3.2 Finding the Expert(s) = 574
   17.3.3 Characteristics of the Knowledge Engineer = 576
   17.3.4 Starting the Knowledge Acquisition Process = 577
   17.3.5 Working with the Expert(s) = 578
   17.3.6 From the Expert to the Computer = 579
   17.3.7 Induction : An Alternative to Knowledge Elicitaion = 579
  17.4 Beyond the Knowledge Engineer = 581
  17.5 Combining Expert Systems and DSS = 583
  Summary = 583
  Key Terms = 584
  Review Questions = 584
  Exercises = 585
  Reference = 586
  Envoyance : Asbestos Abatement Decision (continued) = 587
 18 Expert System Cases = 590
  18.1 XCON = 592
   18.1.1 How XCON Works = 594
   18.1.2 XCON Performance = 595
   18.1.3 XCON Benefits = 596
   18.1.4 Key Roles in XCON = 597
   18.1.5 Lessons Learned from XCON = 597
  18.2 Expert System Calculates Space Shuttle Payload Configuration = 598
  18.3 Truck Brake Balancing = 600
  Exercises = 603
  References = 604
PART Ⅴ
Summary
 19 Pulling It All Together : Systems Intergration and the Future of DSS = 608
  19.1 Combining the Pieces = 610
  19.2 What is Systems Integration? = 612
  19.3 A Systems Integration Example = 613
  19.4 Types of Integrated Systems = 615
   19.4.1 Single-System Visibility versus Mulitple-System Visibilties = 615
   19.4.2 One Hardware Platform versus Multiple Hardware Platforms = 616
   19.4.3 One Location versus Multiple Locations = 618
  19.5 Trends in Systems Integration = 619
  19.6 The Future of DSS = 622
  In Conclusion = 624
  Summary = 625
  Key Terms = 626
  Review Questions = 626
  Exercises = 627
  References = 627
  Envoyance = 628
Appendix A Data Flow Diagrams = 629
Appendix B VP-Expert = 641
Glossary = 671
Index = 689