Executing a complex
decision-making process based on the current context is also a typical
configuration problem faced by knowledge workers. The execution of this
type of decision process today is usually done by applying guidelines and
writing reports with recommendations based on the judgment of the knowledge
worker.
More routinized decisions
such as those faced by people in call centers are sometimes handled by following
simple decision trees with software support.
Such an approach requires that the decision be simplified to a series of
straightforward questions and answers that can be mapped into a 'wizard' or
rule-based software tool. More
complex decisions, however, do not fit this procedural approach and are left to
the worker's discretion.
The goal of decision
configuration is to design a comprehensive yet actionable decision tree to guide
complex decision-making in an organization.
It is most appropriate for complex decision processes that are highly
repetitive, executed by many people with varying skill levels, based on rules
that change over time, yet require consistent execution.
This consistent execution is especially important in highly regulated
environments.
Often, simple yes/no
answers are reached by pursuing a very complex line of reasoning. Examples:
All of these
examples would represent good opportunities for decision configuration.
Often the rules used to make complex decisions are not explicit but tacit, residing only in the heads of decision makers. The structure of a decision process is almost never explicit.
When the structure is articulated it usually multidimensional, and can be entered at many points. Yet, software tools that are available for rule-based reasoning are typically procedural, and require that the decision process be simplified into one dimension - a long sequence of questions that flow in one direction only. This simplification can be difficult and often results in an inefficient decision process. The 'wizard' may force the experienced decision maker through a series of questions that the user knows from experience are unnecessary, causing frustration and encouraging bypasses of the system.
Apprentice Systems helps you tackle the full range of decision configuration problems with the Apprentice Decision Modeler. This tool allows you to map any decision-making structure and logic, encapsulating it in an actionable model that can be utilized by decision makers throughout the organization.
The decision model created
in the Apprentice Decision Modeler is comprehensive because
it anticipates all reasonable branches of a logical argument or evaluation.
It is actionable because it allows relevant data, facts and
judgments about the current situation to be recorded within the model, and
visually displays the current status of the decision being assessed.
It enforces consistency by keeping all decision makers within
the standardized decision structure and rules.
It is efficient because it is nonprocedural, allowing the user
to work whatever branch of reasoning is most appropriate at the time.
It teaches decision makers through its clear communication of
the agreed-upon structure and rules.
