Decision Management

Decision Management 2017-06-20T10:24:47+00:00

decision management general icon - v2

Business processes are controlled by operational decisions that are based on expert knowledge. An efficient Decision Management System is crucial to computerise this group of business processes properly.

What is a Decisions Management System?

An intelligent Business Process Management (BPM) approach is used for the structural organization of processes in a consistent way to achieve improved business results. For some processes, however, the workflow is rather ambiguous and characterized by a complex tree structure.
To achieve a profitable optimization of these processes, the operational decisions – which are required to lead a workflow through its complex structure – must be well known and modeled. An efficient Decisions Management System can make a world of difference here.

Employees make many daily operational decisions, both intentionally and unwittingly. But their accuracy depends considerably on their knowledge, experience, and solution oriented thinking, creating unwanted disparity in the decision process.
For this reason it is important to capture the Logic which drives a decision process, in precise Rules and achieve a complete or partial automation of the operational decisions process.
The goal is to end the process flow in an optimal and reproducible result (e.g. solving a problem, starting a repair action, handling a complaint, deciding the correct product, …).
For the design and maintenance of complex decision flows it is essential that management of the Business Logic – the Rules – remains clearly separated from the development of the process software.
Changes in the Rules should not require new software development.
Only this approach guarantees a high degree of flexibility and rapid adaptation to new situations. A well-designed Decisions Management System imposes this type of flexibility.
Historical data should be saved to allow analysis of previously executed flows, coupled with the decisions taken during their execution. Hence, results of different approaches to the same process can be examined and compared.
The most efficient ones can be discerned to define further optimization opportunities, both in terms of the workflow and the decision logic.

What has a Decisions Management System to offer?

Clearly not every organization benefits from having a Decision Management System. To consider implementation, the daily operational decisions should be mapped. They should be characterized by one or more of the following:

  • large volume of decisions
  • many decision paths with high complexity (extended decision tree)
  • the data involved is stored on various systems
  • high degree of repetitiveness
  • precision and consistency is required
  • frequent changes in decision logic
  • direct effect on interaction with customers, suppliers, employees …


The goal of implementing a Decision Management System is to achieve a positive ROI, both by reducing costs and increasing revenue.

Reducing Cost

Increasing Sales

It is evident that not all decision-making processes can be fully automated by a Decision Management System. Human interaction is often needed, and still regularly desirable. But even those processes are best automated as much as possible to allow guiding a user interactively through the correct question and answer screens and find an effective solution to his problem.

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Automation of Knowledge Intensive Business Decisions
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