Week 4: Big Data-driven DSS for CEM


Based on your reading of Chapter 9 of the text including the “Unit Three Opening Case” entitled Second Life: Succeeding in Virtual Times, using DSS concepts explain how Wikipedia can deploy Cloud-based DSS to gain business intelligence. Be sure to incorporate your personal experience and any learning regarding the Customer Experience Management lifecycle.

My Response:

The primary purpose of a Decision Support System (DSS) is to provide business leads and high-level management with the analytical information and tools required to make effective operational and strategic business decisions. A typical DSS system aggregates key internal business data stored throughout the various transactions processing systems (i.e. sales, distribution, sales, etc.) into datasets that can be leveraged by analytical models, OLAP tools (i.e. data cubes) and dashboards.

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With the introduction of cloud-based technology, DSS systems can now leverage both internal and external business data quickly and with improved efficiency. I strongly believe that the accessibility, speed and efficiency of a cloud-based DSS system allows an organization to make proactive business decisions, not reactive ones. Organizations like Actionly.com have been able to leverage the cloud, to build a DSS system that can quickly (hourly) and simultaneously assimilate data from various external channels into comprehensive business analytics tools that let users quickly react and maximize their return on investment. Non-profit web 2.0 organizations, like Wikipedia, could use a cloud-based DSS system to leverage the inherent free-flow of information that is available to web 2.0 organizations to make day-to-day operational and long-term strategic decisions.

Baltzan, P. (2015). Business Driven Technology (6th ed.). New York, NY: McGraw Hill Education.


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