Impact of design methods on decision support systems success: An empirical assessment

Abstract

Many of the Decision Support Systems (DSS) developed and implemented in the last decade or so, have not been used or are only used for mundane report generation rather than for direct support of strategic planning. These failures can be attributed to the fact that existing DSS design methods (representation-based, evolutive, and adaptive) have never been evaluated with respect to their success. Thus, the designer had no way of knowing what design method to employ in developing an effective DSS. This paper investigated the relationship between the selection of a DSS design method and its ultimate success. DSS success was measured through DSS usage, user satisfaction, and user attitudes and perceptions criteria. The data utilized was collected from individuals responsible for designing and evaluating DSS, specifically the managers, intermediaries, and designers. In terms of the DSS usage and user satisfaction criteria, all three groups rated the evolutive design method superior, followed by the representation-based and adaptive methods. Using the DSS attitudes and perceptions criteria, the designer group rated the evolutive method best, followed by the representation-based, and adaptive methods. The ratings by the managers and intermediaries were rather mixed. Each design method did better in some success criteria than in others.