decision

Silverlink – an update

Several years ago I did some work with Silverlink – speaking at a series of roadshows for their product – and I got an update recently. Silverlink focuses on helping healthcare organizations engage their members more effectively with personalized, multi-channel outreach. Silverlink works with health plans and pharmacy benefit managers to get their members to […]

Why Enterprise Architects Want Decision Management

Enterprise Architects partner with the business to help them take full advantage of the technologies that their organizations are using, or should be using. They map technologies to the business requirements, ensure that technologies are applied cost-effectively and for maximum business benefit. Why do Enterprise Architects want Decision Management? Many Enterprise Architects are chartered with […]

Why Business Analysts Want Decision Management

The purpose of business analysis is to accurately describe the requirements for an information system (more or less). Business Analysts use a variety of techniques to do this. They use techniques designed to help them find out what is required, to elicit the requirements, and they use techniques to describe and model those requirements in […]

Analytics and ending the tyranny of the anecdotal

I was chatting with our VP of business development today and she shared a great phrase that she had heard recently – “the tyranny of the anecdotal.” This refers, of course, to the terrible tendency of people to use anecdotes and stories to make decisions. The regrettable tendency for a doctor to ignore data about […]

What The Economist doesn’t know about the magic of customer service

The Economist’s Schumpeter had a nice piece this week on ‘The magic of good service – Companies hope that “chief customer officers” will provide better service. Yeah, right’. The cynicism is theirs not mine. That said, cynicism about Chief Customer Officers actually improving customer service may be well founded. As the article points out a 2012 study said […]

From Decision Support Systems to Decision Management Systems

I am often asked about the difference between decision support systems and decision management systems. This is an interesting topic and one that is central to the value proposition of decision management systems so I thought I would revisit it. All decisions involve a choice, a selection of a course of action from a set […]