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Communicating Analytic Results: A Tutorial For Decision Consultants, Jeffrey Keisler, Patrick Noonan
Communicating Analytic Results: A Tutorial For Decision Consultants, Jeffrey Keisler, Patrick Noonan
Management Science and Information Systems Faculty Publication Series
Good analysis alone may not achieve the goals of decision analysis (DA) engagements. Good communication of the results of that analysis can help stakeholders understand, accept, and implement the recommended course of action. Practitioners can use decision analytic principles when considering the decision of how to communicate results themselves. From this perspective, we consider a range of questions to ask in preparing for communication with the client and other stakeholders. We review standard communication practices in DA engagements. The standard practice can be improved by drawing on insights from other areas of management practice. Decision analysis has both technical and …
Technology Assimilation Across The Value Chain: An Empirical Study Of Small And Medium-Sized Enterprises, Pratyush Bharati, Abhijit Chaudhury
Technology Assimilation Across The Value Chain: An Empirical Study Of Small And Medium-Sized Enterprises, Pratyush Bharati, Abhijit Chaudhury
Management Science and Information Systems Faculty Publication Series
No abstract provided.
Using Business Intelligence For Operational Decision-Making In Call Centers, Eric Kyper, Michael Douglas, Roger Blake
Using Business Intelligence For Operational Decision-Making In Call Centers, Eric Kyper, Michael Douglas, Roger Blake
Management Science and Information Systems Faculty Publication Series
This paper proposes an operational business intelligence system to help achieve operational excellence in insurance call centers. We apply a decision tree based solution to collected data using a sliding window approach. Our solution provides two distinct advantages to call center managers. First, the decision trees allow managers to recognize key factors and the role they play in determining service levels. Second, our sliding window approach allows managers to see the effects on service levels of resource reallocation. Collected data from a large U.S. insurance company is analyzed. Initial results provide good insight into factors affecting this firm’s call center …