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The Role of Decision Support Systems in Company's Decision-Making Process ANWARUDDIN TANWARI*, AITBAR ALI ABBASI**, AND GHULAM YASIN SHAIKH* ABSTRACT This paper reports an attempt to solve the problems of a service company and describes that the layout and other related problems are due to management's inappropriate decisions because of unavailability of scientific decision tools required for day to day decisions. Keeping in view these problems a decision support system has been designed to help managers in their decision-making process. 1. INTRODUCTION
Significant advances in computer technology and increasing uncertainty about the economy, competitions in the market place, material resources, and government regulations are stimulating increased interest in computer aided tools to improve the effectiveness of the management decisions. These tools are generally referred to as Decision Support Systems (DSSs).
Due to the complexities of running large organizations, computer-based systems are used to aid the running of organizations., by speeding up many of the mundane tasks, which must be carried out. The result of the advances in technology is the increasing use of computer-based systems to play a role in the decision process, whether to report outcomes, to provide forecasts or to support the decision-maker. Generally speaking, Decision Support Systems (DSS) are designed to help users to derive numerical solutions for a wide range of problems [1].
The use of vending machines to bring cold and hot drinks to the public has become increasingly popular with manufactures of soft drinks. These machines create safes opportunities and provide efficient services to the customers in both populous and remote locations. To continue providing customers with high level of services and to maintain customers' satisfaction in this field, many companies have started operating these machines. Gardener
GMVS also provides technical support that starts with the installation and commissioning of all equipment to ensure an effective service from day one. Their manufacturer-trained and qualified engineers provides a rapid response to rectify any machine malfunction, either on a call-out basis or contractually. Being a specialist division of Gardner Merchant, the company claims to be able to offer all its clients unrivalled economies of scale, both in terms of ingredient costs and methods of purchase. Equipment is supplied on a cash-purchase or a rental basis with or without maintenance agreement.
Presently GMVS is facing one of the problems concerned with its refurbishment unit. This problem is considered as the main factor inhibiting development. Poor organisation of the existing layout at its Rotherham site, insufficient space availability and poor organisation of existing space leads to problems such as congestion, an unsatisfactory working environment, waste of time, and increased lead times, which result in increased inventory and stock holding. Most of the company's problems are focused on congestion and the use of space in the refurbishment area. The present research seeks to explore methods to help the company to overcome this problem to improve working efficiency and to reduce the total costs to the company.
In the early 1970's the concept of the DSS was first articulated under the term management decision systems. It is a interactive computer based systems, which help decision makers to utilise data and models to solve unstructured problems [2]. DSS features often include statistical capabilities, linear-programming options, data base management features, and simulation abilities [3], The one feature they all share is their ability to allow a user to ask "what if type questions [4, 3]. Briefly, DSSs are interactive computer programs designed to (a) provide relevant information and (b) help answer "what if questions [4]. These systems are designed to help users solve problems, but do not actually solve problems themselves [ 1 ]. He further claims that DSSs are designed to help users derive numerical solutions. DSS features often include statistical capabilities, linear programming options, data base management features, and simulation abilities. Some authors have suggested that people react adversely to the introduction of DSSs. They have reported that people often avoid computer based aids in favour of simpler but less accurate approaches [5, 6]. On the contrary to this, some authors have found that people prefer to use computerised decision aids and are more satisfied with such processes [7, 8]. The effects and desirability of a decision aids depend on the characteristics of decisions makers, type of the problem, and the environment [9].
The DSS is a model based set of procedures for processing the data and judgements to assist a managers in their decision making [10]. He further clarifies that in order to be effective; such systems must be simple, robust, easy to control, adaptive, complete on important issues and easy to communicate with.
The DSS in a more classical and systematic way. It is a decision support system couples the intellectual resources of individuals with the capabilities of computers to improve the quality of decisions. It is a computer based support system for the management decision makers who deal with the semi-structured problems [11].
DSS accommodates the un-structuredness of the problem, Generally human investigate into the decision making process and during this investigation computer supports the process by furnishing pertinent information, thus creating human computer decision making system [12].
A DSS to be an interactive information technology based system that helps decision-makers utilise data and models in making their decisions. The purpose of a DSS as outlined by many authors is to improve the quality and efficiency of the user's decision making, leading to an improvement in the quality of the outcome of the decision making process [13]. Furthermore, there are computer systems which marshal information in different ways with the aim of helping managers decide between different process actions. Different authors throughout the 1970's have defined DSS differently. Researchers and practitioners accepted some of those described previously. By the end of decade new ideas and definitions began to emerge.
Many authors in their arguments have supported DSS. The main emphasis of their work is on the system capabilities, system components, and development processes [14,15, 12].
Above definitions of DSS do not provide any consistent focus. Authors have ignored the main issues in DSS, namely improvement and support in decision making process. But these ideas can be used as a guideline for the decision support system.
The main problem of the company is already identified. A simple decision support system was written using 'DBASE' as a tool to help the company in organising the refurbishment unit in a systematic way, so that all the available space can be used for refurbishment in an efficient way and machines can be refurbished according to the customer order priority.
By adopting this program in the refurbishment unit, it will be easier for the company to decide which machine should be refurbished first and in which bay it should be located. Using the list of orders and the priority of each order, the company will know how many machines of each type they will need to refurbish. This procedure should facilitate a decrease in lead times and improve the productivity of the company.
Figure I depicts the flow chart of the DSS main program for the refurbishment unit. This unit was selected for study as the problems are most severe in this particular area, and the model was built to help the company to take appropriate decisions regarding this unit. The model consists of three parts, which are as follows: (i) Ordering process (ii) Items (iii) Services
3.1 Ordinance Process This part of the model consists of six main keys, which are respectively: new order, orders list, bays status, queues status, new required machines, and delete order. Each key has a different function, and is described below.
3.1.1 New Order Key
This key is used for entering new orders received from the customers. By pressing the new order key, a new orders form with serial number and date will appear on the screen; the user will then enter the type of the order (if it is normal, urgent, or very urgent) by pressing the space of the keyboard; then the user must choose the machine type required by the customer, from the machines list, and the quantity required of each machine type. In this case, the program will count the total number of machines required and the size (floor area) of each machine and the message of save the order or not' will appear to the user for selection purposes. 3.1.2 Order List Key This key is used for showing the user a list of all the current orders for refurbished machines, including the order numbers, machine serial numbers and type, quantities required, machines waiting for refurbishment, refurbished machines, the size (floor area) of each machine type, and machine status or priority, so that very urgent orders are placed first, then urgent, and normal orders respectively. In addition, there are three active function keys, which are <F5>, used to change the bay status after finishing a refurbishment operation, <F4> used to display all previous orders, and <F 10> used for printing the orders list.
FIG. I. DSS MAIN PROGRAM FLOW CHART.
3.1.3 Bay Status Key This is simply used to check the bay status, i.e., if it is empty or occupied. If a bay is occupied, the machine type in that bay will appear on the screen. This may not be useful for the refurbishment staff, because they already know the bay is occupied or empty, but it is very useful for managers who control the refurbishment operation.
3.1.4 Queue Status Bay Queues status bay is used to show the order numbers in the queue waiting for a bay to become empty and the orders of machines still being refurbished, which are indicated by V in the Hag. It also gives the total number of mach ines of each order and calculates the total floor area occupied by each order.
3.1.5 New Required Machines Key The purpose of this key is to show the machines requested by customer orders but not available in the waiting area, and the quantity required of each machine type. These required machines need to be brought in form of one of the other stores of the company. Confirmation of receipt of the required machines in the waiting area of the refurbishment unit is required, by pressing on <F9>.
3.1.6 Delete Order Key In some cases an order needs to be cancelled, either by customer or by the company. This key is used for deleting an order from the ordering list.
This part of the program shows all the different vending machine types encountered in the refurbishment activity, and the floor size of each machine. New machine types can be added lo the available machine list by pressing the <F9> key on the keyboard, or can be deleted from the list by pressing <F8>.
3.3 Service This part consists of four main keys, which are respectively: waiting area, delete finished orders, initialise, and graph data transfer. The function of each key is described as follows:
3.3.1 Waiting Area Key The function of this key is to allow the area used for holding waiting machines to be changed, for whatever reason. By pressing this key, the user can enter the new area devoted to waiting machines, by either increasing or decreasing that area. This is needed in case the company decides to reallocate part of the waiting area to other activities, such as additional refurbishment bays.
3.3.2 Delete Finished Orders Key This key is used to delete orders, which have been completed and dispatched to the customer and where there is no need to retain the orders in the orders list.
3.3.3 Initialize Key This key is used to reset all previous orders and to start entering new orders; this may use at the beginning of each year to separate orders for each individual year.
3.3.4 Graph Data Transferred Key This key is used to transfer the data from the main program to a floppy disk and, by using Excel, a graph can be plotted. This graph shows the relationship between the occupied area of waiting machines in the refurbishment unit and the number of machines in that area so that company can keep the waiting area full with machines needing to be refurbished. In this way, the company might be able to reduce the costs of rented stores by increasing the production rate of refurbished machines, as increasing the rate of refurbishment will leave more free space to bring in machines from the rented stores, resulting in a reduction of the total cost of machines held in rented stores.
Since the refurbishment unit occupies the greatest space, it is considered as the highest priority area in the company for improvement. By improving the efficiency of the refurbishment unit, the company can reduce the total cost of the stores, which the company has rented.
Decision support system that related to the refurbishment unit has been suggested to aid the managers in decision making process. A program has been written using DATABASE IV for DOS. The program provides a tool, which can be used to aid decision making by indicating the current status of activities in the refurbishment unit and the changes that would follow from given activities. This should assist the company to identify key issue relating to improving efficiency. In particular, the program will make explicit the number of machines on order, the priorities of different orders, the numbers of machines types available for refurbishment and where they are located, and the free floor space currently available. The decision support program cannot take decision; it can only present the information, which the manager of the refurbishment unit needs to take rational decisions.
This paper includes a decision support system, which is based on aspects of the simulation model, but is much simple in design. It is written in the macro programming language that is part of the DBASE IV database package. It is design to assist the day-to-day decision making processes of the manager of the refurbishment business. DBASE IV for DOS was selected because the GMVS company continues to operate DOS-based software.
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