DECISION SUPPORT FOR EXCEPTION HANDLING AND QUALITY-CONTROL IN OFFICE OPERATIONS

This paper compares and contrasts the approaches of two companies to providing decision support within their office information systems. The offices examined in both companies perform order fulfillment functions. Examples from the companies are presented to illustrate options for providing decision support and the difficulties of matching computer-based support to an underlying office decision process. Three design options, the level of decision automation, the level of decision support, and the accessability of information for decision making, are evaluated in the context of the examples.