Abstract
In the following article we will explain what a Decision Support System (DSS) is, in addition to identifying whether its use and function is exclusive to large corporations.
In Mexico, 97% of the companies are in the small and medium range, which indicates that this type of well-focused solutions can be very successful. In addition, in a personal and real example reported in this article we will see an example where it is analyzed how a mechanical workshop that is within the range of a small business can use a DSS for its benefit.
Introduction
Currently talking about computer systems and information technologies brings to mind computers, telecommunications, the Internet and money. Within this image that comes to mind, we could separate information technologies in many areas. To speak of Knowledge Management (KM), Management Information Systems (GIS) and Systems Administration is to indicate a development and a metamorphosis of work that was not previously had. There are systems which serve to be able to operate and do repetitive actions, but there are also those that help store data, order it, make sense of it and convert it into information. This is when decision support systems have their reason for being.
What is a DSS
In order to start we must define what a DSS is. Morton (1978) states that DSS is an intellectual resource of individuals with the support of the computer to provide quality decisions.
On the other hand, the dssresources.com portal tells us that a DSS covers a large area of computerized tools and systems that help decision-making in defined processes.
When the data is no longer simple letters and quantities and is analyzed in such a way that a competitive advantage can be obtained, savings advantages will be seen and, above all, decisions will be made based on real and current data in such a way that the time for taking of decisions is decreased and this in turn allows to generate actions either to generate advantages
Taking into account the previous definitions and as Carter comments, the characteristics of the DSS support consecutive decision-making processes, in addition depending on the behavior of the business this can be modified, all this including an important factor that is knowledge management.
Now, let's see what the objectives of a DSS are.
- Decrease in decision-making time Generate reliable information to be able to make correct decisions Decrease in decision-making costs Increase in productivity Leads to a what-if analysis… Explore impacts of future opportunities
DSS in micro and small companies
We have already seen how, over the years, companies live in a more competitive market and need to become more productive and rely on information and give it meaning, turning it into a competitive advantage. But what kinds of companies are they that see DSS as strategic for their daily operations? This answer could be very simple since large companies that handle an immense amount of information and also in a world as changing as it is today, decisions need to be made and changed with each variation in the market. This could not be accomplished quickly without a DSS. That is why it would be thought that only large companies have the need for its use. In Mexico, according to data from INEGI and published by the Economic Census,97% of the companies in our country are considered within small and medium-sized companies. However, this does not prevent even a beer depot or a garage from taking advantage of the information to their advantage.
Real example of a DSS in an SME
If we take from the definition of peat that is a DSS, we can see that regardless of the size of the organization or companies this can be very useful to improve and achieve the goals set by each small business. Let's take the example of the war of mechanic shops, currently a boom of mechanic shops by franchise has been unleashed where the end user sees another option different from the service center of the car brand but more economical, this in turn has affected small mechanic shops.
Let's see a real example. On one occasion, my brand X car, which I took to maintenance or service of the ten thousand kilometers, was the first time that I took my car to that workshop because it is relatively close to my work and allows me to even walk back after leaving the car.
Two weeks after picking up my car I receive a call to my cell phone from the mechanic shop where they tell me that the brand of the filter that they put on my car already has several fault reports so they want to avoid a bigger problem and they ask me I took the car to exchange it for another one, when I hung up I immediately felt a great satisfaction to see how the mechanic shop cared about my safety and my satisfaction as a customer. But behind all this is a DSS, the mechanical workshop through its complaints system detected that on a recurring basis the Z brand filters were causing many re-processes in the cars that were taken to maintenance from date X to date Y, the mechanic shop chose to make a quick decision to reach me and call me and make the filter change which allowed several things:
- Customer satisfaction Increased customer confidence with the workshop Decreased decision making to issue an action Decreased loss of future income due to a bad impression of the customer towards the workshop.
In this case we see how the mechanical workshop that is not compared to the large companies with more than 1000 users or employees can be excellent benchmarks to implement a DSS.
On the other hand, the DSS can help them define business strategies such as proposing packages for clients according to the time of year, since the type of recurring problem of each of them is recorded by seasons of the year. In this way, the workshop can launch a promotion two weeks before the incidents recorded over time at a certain time of the year begin to appear.
Conclusions
Technologies and DSS are not exclusive to large companies, as we have seen in this article we have recapitulated real examples of how a workshop with less than 10 workers can perfectly take advantage of this type of system. Unfortunately, not all entrepreneurs have this vision and, most importantly, they do not have the money to invest in these types of solutions.
In my opinion, perhaps in our country, due to the number of SMEs and their characteristics, it is not very common or it is a bit difficult to visualize that it is an aspect that entrepreneurs can think of will be very useful to them. However, the use of DSS is just one area that SMEs can use, and just like these solutions, also knowledge management solutions, CRM's, GSS etc. They are tools that are well implemented and especially if a good justification is made of the benefits and opportunities that they will generate, they can undoubtedly be tools that any company regardless of the business, size, culture and country must implement.
Bibliography:
Carter GM, "Building Organizational Decision Support Systems", Academic Press, 1992.
Decision Support Systems (DSS), Anonymous.
Free DSS Glosary At DSSresource.com, Anonymous.
The need for DSS in SMEs, Álvarez Bañuel.
SMEs in Mexico, Anonymous.
Turban, E. Aronson, J. (2001). Decision Support Systems and Intelligent Systems. (6th ed.). United States of America: Prentice Hall.
