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Chapter 1 • An Overview of Business Intelligence, Analytics, and Decision Support 43

Computer support for unstructured decisions
Unstructured problems can be only partially supported by standard computerized quan-
titative methods. It is usually necessary to develop customized solutions. However, such
solutions may benefit from data and information generated from corporate or external
data sources. Intuition and judgment may play a large role in these types of decisions, as
may computerized communication and collaboration technologies, as well as knowledge
management (see Chapter 12).
Computer support for semistructured problems

Solving semistructured problems may involve a combination of standard solution pro-
cedures and human judgment. Management science can provide models for the portion
of a decision-making problem that is structured. For the unstructured portion, a DSS can
improve the quality of the information on which the decision is based by providing, for
example, not only a single solution but also a range of alternative solutions, along with
their potential impacts. These capabilities help managers to better understand the nature
of problems and, thus, to make better decisions.

sectiOn 1.5 revieW QuestiOns
1. What are structured, unstructured, and semistructured decisions? Provide two exam-
ples of each.
2. Define operational control, managerial control, and strategic planning. Provide two
examples of each.
3. What are the nine cells of the decision framework? Explain what each is for.
4. How can computers provide support for making structured decisions?
5. How can computers provide support to semistructured and unstructured decisions?

1.6 the ConCept oF deCision support systems (dss)

In the early 1970s, Scott-Morton first articulated the major concepts of DSS. He defined
decision support systems (dss) as “interactive computer-based systems, which help
decision makers utilize data and models to solve unstructured problems” (Gorry and
Scott-Morton, 1971). The following is another classic DSS definition, provided by Keen
and Scott-Morton (1978):
Decision support systems couple the intellectual resources of individuals with
the capabilities of the computer to improve the quality of decisions. It is a
computer-based support system for management decision makers who deal
with semistructured problems.

Note that the term decision support system, like management information system (MIS)
and other terms in the field of IT, is a content-free expression (i.e., it means different
things to different people). Therefore, there is no universally accepted definition of DSS.
(We present additional definitions in Chapter 2.) Actually, DSS can be viewed as a con-
ceptual methodology—that is, a broad, umbrella term. However, some view DSS as a nar-
rower, specific decision support application.
dss as an umbrella term

The term DSS can be used as an umbrella term to describe any computerized system that
supports decision making in an organization. An organization may have a knowledge

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