Improving debt collection processes using rule-based decision engines: A case study of Capital One

This case assesses the plethora of issues related to rule-based decision engine technology, and in particular, its role in complex and dynamic organizational processes. This paper argues rule-based engines can effectively be implemented for good organizational decision making, even in environments consisting of large volumes of volatile data. Further. this case argues for the necessity of the successful integration of such rule-based technology for effectual management, improved information quality and superior decision making. This argument is conducted by analyzing the pre and post implementation situation at Capital One, a leading credit card and financial services company which has successfully implemented a large-scale rule-based decision engine system, as a component of its core debt collections processes, to achieve a hallmark competitive edge. (c) 2005 Elsevier Ltd. All rights reserved.