Along with the development of technology, especially information technology today, many computer-based applications provide convenience in management practices, especially in the decision-making process. With the Management Information System approach has been done as widely as possible to provide appropriate and adequate information, which can be used to solve all kinds of problems by corporate managers. The approach is too broad and comprehensive ineffective and proven some systems have failed and functioned not in accordance with the expected.

Basically, information systems are divided into sections such as Accounting Information Systems, Management Information Systems, etc. Broadly speaking the existing system is tailored for the information needs of a number of managers. In many cases, this information is not sufficient to make specific decisions to solve a particular problem. therefore, Decision Support System (DSS) is created as a way to meet this need.


Nabilla Tsalsa

What is Decision Support System?

A decision support system (DSS) is an information system that supports business or organizational decision-making activities. DSSs serve the management, operations and planning levels of an organization (usually mid and higher management) and help people make decisions about problems that may be rapidly changing and not easily specified in advance, i.e. unstructured and semi-structured decision problems. Decision support systems can be either fully computerized or human-powered, or a combination of both.


The Decision Support System (DSS) can be used as a decision support system that is part of a computer-based information system that can be used for an organization or company.

Well the purpose of the DSS itself is to serve the management, operations, level of organizational planning, improve the effectiveness in decision making and help people make decisions about problems that may change quickly and not easy to complete.

Thus managers can create a semi-structural problem, in which managers and computers must work together as problem solvers in solving problems in semi-structural areas. DSS leverages the resources of individuals intellectually with the ability of computers to improve the quality of decisions.

While academics have perceived DSS as a tool to support decision making process, DSS users see DSS as a tool to facilitate organizational processes.

Objectives Of Decision Support System

In DSS there are three goals that must be achieved are:

  • Assist managers in decision-making to solve semi-structured problems.

  • Supports manager decisions, rather than alter or change those decisions.

  • Improve manager effectiveness in decision making, rather than improving efficiency.

This objective deals with three basic principles of the DSS concept, namely the problem structure, decision support, and decision effectiveness.

Component Of Decision Support System

The three basic components of the DSS are:

  • Database Management System (DBMS): To solve the problem required data can come from internal or external database. In an organization, internal data is generated by the system. External data comes from various sources such as newspapers, online data services, databases (finance, marketing, human resources).

  • Model Management System: It stores and accesses the model that the manager uses to make decisions. Such models are used to design manufacturing facilities, analyze an organization's finances, forecast demand for products or services, etc.

  • Supporting Tools: Supporting tools such as online help; Diagrams, easy-to-use interfaces, graphical analysis, error correction mechanisms, facilitate user interaction with the system.

Types Of Decision Support System

  • Status Inquiry System: helps in making operational, management, or mid-level management decisions, such as daily work schedules to machines or machines to operators.

  • Data Analysis System: comparative analysis and use of formulas or algorithms, for example cash flow analysis, inventory analysis etc.

  • Information Analysis System: In this system the data is analyzed and the information report is generated. For example, sales analysis, accounts receivable systems, market analysis etc.

  • Accounting System: Tracking accounting and financial information, for example, final accounts, accounts receivable, accounts payable, etc. that tracks key aspects of the business.

  • Model Based System: The simulation model or optimization model used for decision making is rarely used and creates general guidelines for operations or management.

Why Should Use Decision Support System?

Because with the decision support system that can help to determine the decision, the decision taken will be more objective. It is in the sense of very important role to the decision of the right target on a case or problem.

Utilization of program or application of decision support system in everyday life is found in various fields. That is :

  1. Helps to make decisions
    In determining the decision there must be a assessment. With that assessment the decision will be a few choices. Any choice will have different impacts and consequences. For that decision support system helps determine the decision to be taken by processing the value of choice into a value that can be compared based on the criteria or variables used to process the value of choice. Thus the choice will be clear and detailed based on the criteria used.

  2. Reduce decision making errors
    When taking a decision the most serious risk is the aftermath. Let's say you are a manager at a company that handles development projects. To make these constructions based on local conditions and environmental conditions in accordance with the science you are studying you must determine which development project should use what materials and what kind. If you do not know a few things about it, it will actually affect the result of the decision you made about the actual conditions. If one for example the flood will be flooded or even collapsed. Well with a system designed to find out some problems with the variables used are correct. The system will be able to give the best decision.

  3. Decisionmanagement
    Any decision making can be evaluated. With evaluation, then the decision taken can be a reference to determine the decision to be taken in the future. Each time span may be updated each assessment. With different judgments then the decision taken will result in better objectivity.

  4. Time savings
    Each decision support system is designed to be able to assist decision-making in terms of time. The more sophisticated the system is created, the more helpful it will be in saving the decisions to be taken. Decision-making can be timely and support employee productivity and decision-making managers.

  5. Improve effectiveness
    The effectiveness of the decision taken will be felt if a decision support system is designed using variables that match the decision-making problem. This inappropriateness will lead to misconceptions. A good decision result is supported by proper DSS analysis and design.

  6. Improve interpersonal communication
    The Decision Support System can improve communication and collaboration among decision makers. Under the right circumstances, DSS can provide a means to share facts and assumptions. DSS subject data about company operations are available to managers and hence can encourage fact-based decision making. Increased accessibility of data is often the main motivation for building DSS.

  7. Business Improvement
    Companies often benefit from this including business intelligence systems, performance management systems, and web-based DSS is one of them. While it may be possible to gain a competitive advantage from computerized decision supporters, this is not a precise result. Companies must carefully analyze every decision made using DSS. Thus the results will be obtained will remain the target in accordance with the goals to be achieved.

    8. Cost reduction
    Some studies and especially case studies have been documented using DSS, cost savings from labor savings in decision making and lower cost infrastructure or technology are one of the benefits of using DSS appropriately. This is one of the important goals of the design of a DSS application on the enterprise.

    9. Increase decision-making satisfaction
    The computerized system is a technological sophistication, the DSS is one of the technological advancements that can help people, and has a positive impact on the discourse and accuracy of the settlement of a problem. DSS can reduce the frustration of decision makers, make the perception that better information is being used and / or create the perception that the person is a "better" decision maker. Satisfaction is a complex measure and researchers often measure satisfaction with DSS rather than satisfaction by using DSS in decision making. Several studies have compared satisfaction with and without computerized decision tools. These studies show complexity and likes or dislikes about using computers to support decisions.

Examples of application case Decision Support System (DSS)

  • Use of Decision Support System In Telkom E-Service In PT. Telkom

PT. Telkom makes an application that can be used to facilitate the company in making quick and accurate decision taken based on data and facts that are in the field. Applications that use Telkom e-service will be able to help evaluate the selection of the development of an appropriate access network that will be developed by PT. Telkom, because Telkom e-service also functions for the relationship between PT. Telkom and customer intertwined.

With Telkom e-service PT. Telkom can know the suggestions given by the customer to develop the business. Especially advice about Telkom speedy whether it is via wireless channel (Flexi) or wireline (Direct Line Cabel). With the DSS system PT. Telkom can quickly respond to customer complaints and decision making within the company will be more effective and efficient. This provides benefits for PT. Telkom and customer.

DSS provides benefits in terms of customers, because by using the DSS consumers can submit complaints to PT.Telkom directly. While in terms of PT. Telkom, DSS gives advantage that is, make more consumer by choosing PT.Telkom. And suggestions and complaints given by consumers can be directly addressed appropriately. So that PT.Telkom can evaluate the deficiencies that exist in PT.Telkom.


Decision support systems are designed to have dynamic and flexible properties within the company. Decision support systems help provide alternatives to the decision-making process, but do not replace users as decision makers. The DSS concept is a computer-based interactive system that helps decision-making utilize data and models to solve unstructured and semi-structured problems.

DSS is very useful for PT. Telkom because DSS can facilitate PT.Telkom to know what complaints felt by consumers, and PT.Telkom also can respond to complaints immediately. So that PT.Telkom can evaluate the deficiencies that exist in PT.Telkom.

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