Decision Support and Business Intelligence Systems
Chapter 1:
Decision Support Systems and Business Intelligence
1
Learning Objectives
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&/245/H(#$"%#@9=QD5R"5'7-/EBB;5CB;5?5."/KC9;@5)* (decision support systems
(DSS))
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(BI)) 61E#$"%&.234$'(7-.CB DSS
2
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3
1.1) Opening Vignette:
XNorfolk Southern Uses BI for Decision Support to Reach Success^
Company background: Norfolk Southern &0_5B/@`C /CB;8-;@5#("L947"UC4/+Ia
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=5C.-"50/E%"c 30,000 #5 ."/9!"&5@5-"5)5;%C4.875 !"L94.!"F59&;(5 "."/&9@5/+Ia&7"I$(.87561($ !"."/*C9."/ "-9("5K(5 ?5T8"5 "-."/ optimize
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4
Problem: On-Time delivery *E&0_50AJF" 23;!"#CJ 9C-5CD5TH(B/@F"/*,-.!"F59&$1"
/+Ia)F(65857561($7"UC4/+B// ?./CB;@5#("*"./+Ia;8-K87I0)F(1H.#(" K87%"&'"
I9()P( S/W %" !"KC$6BB&P@-;+@K@F"F"&;(5 "- 2392 23;?961E."/&PQ37%K87&=Q37
.87)F(&.@9."/ optimize railroad performance /EBB52D&/24.$8" Thoroughbred
Operation Plan F/Q7 TOP L945!"%")P(&%Q370p 2002
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748"-%".%"4 Data Warehouse .1"4&0_57-#G0/E.7B 23$@.qK@'7- TOP
5
Proposed solution:
Norfolk Southern I9(KCD- enterprise data warehouse ',D5%" 9C-5CD5&%Q37'(7%H1;8-&'("
I0&.:B)5#1C-'(7%H161($ '(7%H152D*E+H.)P(-"5I9( C3$ CD-7-#G./61E ?. S
Application 235!"%")P(-"5.:;"%"/+)P('(7%H152DI9(&P85.C5 &P85 accessNS t,3-&0_5
'7-6T5. Marketing !")F(TH()P(%"..$8" 14,500 #5 &'("%"9H'(7%H1K8"- S I9( (+("
I%8%2 S/W KC$52D*E&'(")P(-"5I9(&=24- 47 #5) ;"%"/+ !"/"4-"5I9( 4,500 /"4-"5
K87$C5 &0_5K(5
6
Results:
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'(7%H1%" !"."/$@&#/"EFGF"65$L5(% =Cw5"."/=4"./cGF%"4.!"F59."/K8"- S
&.:B'(7%H1*!"5$5%".%"4 61E)F(1H.#("&'("%")P(-"5)5&P@-)F(B/@."/K5&7- (Selfservice) &0_5K(5
7
Changing Business Environment
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Business PressuresyResponsesySupport Model
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8
Business PressuresyResponsesySupport Model
9
The Business Environment
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10
Business Environment Factors
FACTOR
Markets
Consumer
demand
Technology
Societal
DESCRIPTION
Strong competition
Expanding global markets
Blooming electronic markets on the Internet
Innovative marketing methods
Opportunities for outsourcing with IT support
Need for real-time, on-demand transactions
Desire for customization
Desire for quality, diversity of products, and speed of delivery
Customers getting powerful and less loyal
More innovations, new products, and new services
Increasing obsolescence rate
Increasing information overload
Social networking, Web 2.0 and beyond
Growing government regulations and deregulation
Workforce more diversified, older, and composed of more women
Prime concerns of homeland security and terrorist attacks
Necessity of Sarbanes-Oxley Act and other reporting-related legislation
Increasing social responsibility of companies
Greater emphasis on sustainability
11
Organizational Responses
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12
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Closing the Strategy Gap
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14
1.3) Managerial Decision Making
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Inputs: resources
Output: attainment of goals
Measure of success: outputs / inputs
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15
• B B" 9("5."/*C9."/ 10 6BB'7-%@5KtG&B@/G. (Mintzberg’s 10 Managerial
Roles)
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• ."/B7..18"$ (Informational)
• 4) ."/&~"%7- (Monitor)
• 5) ."/&T46=/8'8"$ (Disseminator)
• 6) ./EB7.&;24- (Spokesperson)
16
• ."/KC9;@5)* (Decisional)
• 7) ."/&0_5&*("'7- (Entrepreneur)
• 8) &0_55C.*C9."/.CB&/Q37-4?8-4". (Disturbance handler)
• 9) &0_5TH(*C9;// /C=4"./ (Resource allocator)
• 10) &0_55C.&*/*"K87/7- (Negotiator)
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17
Decision Making Process
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18
(Decision support systems (DSS))
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19
Decision making is difficult, because
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Why Use Computerized DSS
Computerized DSS ;"%"/+P8$4)5&/Q37-."/KC9;@5)*T8"5 "-:
#$"%&/:$)5."/#!"5$c
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&=@3%T1@KT1)F(.CB;%"P@.'7-.1?8%
."/*C9."/.CB'(7%H161E."/*C9&.:BI9(/CB."/0/CB0/? P9&P4)5&/Q37-'29*!".C9)59("5#$"%*!"61E."/0/E%$1'(7%H1 (cognitive limits)
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%2."/)P( Web !")F(;5CB;5?5I9( ?. 23 ?.&$1"
21
A Decision Support Framework
(by Gory and Scott-Morten, 1971)
22
A Decision Support Framework y cont.
Degree of Structuredness (Simon, 1977)
."/KC9;@5)*6B8-I9(&0_5
Highly structured (a.k.a. programmed)
Semi-structured
Highly unstructured (i.e., non-programmed)
0/E&< '7-."/#$B#?% (Anthony, 1965)
Strategic planning (top-level, long-range)
Management control (tactical planning)
Operational control
23
Simon†s Decision-Making Process
24
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• 2) ."/77.6BB (Design) &0_5."/;/("- ."/=Cw5" 61E."/$@&#/"EFG "-&1Q7..1?8%
'7-."/./E !" 23&0_5I0I9( (solutions)
• 3) ."/&1Q7. (Choice) &0_5."/&1Q7..1?8%'7-."/./E !"*".F1"4 S .1?8%'("-K(5
• 4) ."/5!"I0)P(-"5 (Implementation) 5!" "-&1Q7. 23&1Q7.I$(I0)P(.CB;+"5."/cG 23
K(7-KC9;@5)* (F%"4+,-."/6.(0AJF" F/Q7 !")F(L7.";&0_5*/@-',D5%")
25
Computer Support for Structured Decisions
0AJF" 23&0_5L#/-;/("- (Structured problems): =B$8"&.@9',D5tD!" 61E%2/E9CB'7#$"%&0_5L#/-;/("-;H- (high level of structure)
*,-&0_5I0I9($8" 0AJF"&F18"52D5!"%";/?077.%"I9(PC9&*5 5!"I0$@&#/"EFG 61E*C9
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decision), ."/*C9 !"-B0/E%"c/"4*8"4, ."/*C9;// /C=4"./, ."/./E*"4
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26
Management Science Approach
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27
Automated Decision Making
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KC9;@5)*.CB0AJF" 23%2#$"%&0_5L#/-;/("-;H- I9(6.8 /EBBKC9;@5)*6BB7CKL5%CK@ F/Q7
Automated decision systems (ADS) (or decision automation systems)
ADS #Q7 /EBB 23%2=QD5R"574H8B5.ˆ&.c|G (rule-based system) 23)F(#!"K7B6.80AJF"
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ADS &/@3%)P(-"5)57?K;"F.//%."/B@5 &/24.$8" revenue (or yield) management (or
revenue optimization) systems
/"#"'7-KC‰$L94;"/*E74H8B5=QD5R"5'7-#$"%K(7-."/KC‰$*/@- S (actual demand)
28
Automated Decision Making
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#1("4 S 23.18"$%"'("-K(5 (F%"4+,- %2#$"%K(7-."/;@5#("%". .:;"%"/+KCD-/"#";HI9()
ADS +H.'CB&#1Q375L94 business rules!
Business rules: a strategy provides high-level direction about what an organization
should do. Business rules provide detailed guidance about how a strategy can be
translated to action
29
Computer Support for Unstructured Decisions
0AJF"6BBI%8&0_5L#/-;/("- (Unstructured problems) ;"%"/+)F(."/;5CB;5?5
&0_5;8$5 S (partially support) L947"UC4 computerized quantitative methods
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30
Computer Support for Semi-structured Problems
."/6.(0AJF"6BB.,3-L#/-;/("-7"*&.@9*".."/T;%.C5/EF$8"-/E&B24B0€@BCK@
%"K/R"5 23)P(&0_565$ "-6.(0AJF".CB."/0/E&%@5(&=Q37KC9;@5)*)'7-%5?`4G
)5./c2&P8552D &/"*E)P( MS &'("I0P8$4)5;8$5 23&0_5L#/-;/("-61E)P( DSS &'("I0
*C9."/.CB;8$5 23I%8&0_5L#/-;/(" L947"UC4'(7%H161E;"/;5& U '7B&'K'7- "-&1Q7.K8"- S 235!"%")P(6.(0AJF"
*E !")F(%7-&F:5T1./E B 237"*&.@9',D5K"%%"
31
Automated Decision-Making Framework
32
Concept of Decision Support Systems
Classical Definitions of DSS
/EBB 23%2."/K7BLK( 237"UC4#7%=@$&K7/G&'("P8$4 (Interactive computer-based
systems) 23P8$4)F(TH(KC9;@5)*)P(0/EL4P5G.CB'(7%H161EKC$6BB CD-F1"4I0
6.(0AJF"6BBI%8&0_5L#/-;/("-" - Gorry and Scott-Morton, 1971
/EBB;5CB."/KC9;@5)*t,3-&PQ37%K87 /C=4"./ 23%20AJF"6K81E#5&'(".CB
#$"%;"%"/+'7-#7%=@$&K7/G&=Q370/CB0/?-#?c<"='7-."/KC9;@5)*)F(92',D5 %C5
&0_5/EBB;5CB;5?5 237"UC4#7%=@$&K7/G)P(;!"F/CBTH( !"."/KC9;@5)*9("5."/*C9."/
23K(7-6.(I'0AJF"6BB.,3-L#/-;/("- - Keen and Scott-Morton, 1978
33
DSS as an Umbrella Term
& 7% DSS ;"%"/++H.)P()5& 7%.$("- S &=Q377>@B"4/EBB)9 S 23)P(#7%=@$&K7/G
&'("%";5CB;5?5."/KC9;@5)*)57-#G./
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&N="EaA-.GPC5)57-#G./ (."/K1"9 ."/BCJP2 ."/&-@5 ."/T1@K ."/$"-6T5
."/*C9."/Lt87?0 "5 7Q35 S)
34
DSS as a Specific Application
)5#$"%F%"4 23B2B6#B1- DSS *EF%"4+,- ./EB$5."/;!"F/CB;/("- customized
applications t,3-5!"%")P(.CB0AJF"6BB.,3-L#/-;/("-61EI%8%2L#/-;/(" 7-#G0/E.7B'7-;+"0AK4.//%'7- DSS (DSS Architecture)
Data, Model, Knowledge/Intelligence, User, Interface (API and/or user
interface)
DSS %C.+H.;/("-L945!"7-#G0/E.7B'("-K(5%"/$%.C5748"-F1$% S
35
High-Level Architecture of a DSS
36
Types of DSS
DSS %2 2 0/E&< F1C. S #Q7:
DSS 23%?8-&5(5I0 23KC$6BB (Model-oriented DSS): KC$6BB 23&5(5I0&P@-0/@%"c&=Q37)P(
;/("-#!"K7B 23)P()5."/6.(0AJF"
DSS 23%?8-&5(5I0 23'(7%H1 (Data-oriented DSS): ;5CB;5?5 ad-hoc reporting and queries
$@$Cw5"."/*". DSS I0;H8 Business Intelligence
."/)P( DSS I9(&#1Q375*".TH(P!"5"J."/I0;H8TH(*C9."/ 61EI04C-)#/.:I9( *E)P(
&%Q37)9.:I9( 23IF5.:I9(
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intelligent systems, %2."/9!"&5@5."/T8"5 "-& #L5L142&$:B &%Q370/E.7B&'("
9($4.C5*,-5!"I0;H8& 7% Xbusiness intelligence^ (BI) 61E Xbusiness analytics^
37
Business Intelligence (BI)
BI &%Q37%7-)5& 7%.$("- S %C5#Q7;+"0AK4.//%/8$%'7-&#/Q37-%Q7K8"- S
R"5'(7%H1 &#/Q37-%Q7 23)P()5."/$@&#/"EFG ."/0/E4?.KG)P(-"5 61E.//%$@>2K8"- S
(*E#1("4 S .CB DSS) BI *E74H8)5/H06BB content-free expression 9C-5CD5%C5*E)F(
#$"%F%"4 236K.K8"-.C5K87B?##1 236K.K8"-.C5I0
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BI P8$4&012345'(7%H1I0&0_5;"/;5& U (61E7-#G#$"%/H() &=Q37KC9;@5)* 61E5!"I0
9!"&5@5-"5)5 ("4 23;?9
38
A Brief History of BI
& 7% BI +H.5!"%")P(#/CD-6/.L94 Gartner Group )5P8$-.1"-0p 1990
748"-I/.:K"% 65$#$"%#@9'7-%C5&.@9%".87561($
1970s - MIS reporting - static/periodic reports
1980s - Executive Information Systems (EIS)
1990s - OLAP, dynamic, multidimensional, ad-hoc reporting -> coining of the
term XBI^
2005+ Inclusion of AI and Data/Text Mining capabilities; Web-based
Portals/Dashboards
2010s - yet to be seen
39
The Evolution of BI Capabilities
The Architecture of BI
/EBB BI %27-#G0/E.7BF12. S 4 9("5 #Q7
#1C-'(7%H1 (data warehouse) t,3-)P(&0_56F18-&.:B'(7%H1
."/$@&#/"EFG "->?/.@* (business analytics) 6F18-/$B/$%&#/Q37-%Q7&=Q37)P(
;!"F/CB *C9."/ (manipulating) ."/ !"&F%Q7- (mining) 61E."/$@&#/"EFG
(analyzing) '(7%H1)5#1C-'(7%H1
."/*C9."/0/E;@ >@<"= "->?/.@* (business performance management) (BPM)
&=Q37&~"9H61E$@&#/"EFG0/E;@ >@<"=
;8$5&PQ37%K87.CBTH()P( (user interface) (&P85 dashboard)
41
A High-Level Architecture of BI
42
Components in a BI Architecture
#1C-'(7%H1 (data warehouse) #Q7 6F18-&.:B'(7%H1'5"9)FJ8 23&7"I$(&.:B wellorganized historical data
."/$@&#/"EFG "->?/.@* (Business analytics) #Q7 &#/Q37-%Q7K8"- S 23P8$4&012345'(7%H1
I0&0_5;"/;5& U61E7-#G#$"%/H(
."/*C9."/0/E;@ >@<"= "->?/.@* (Business performance management (BPM))
P8$4)F( !"."/&~"9H !"."/$C9 !"."/&0/24B& 24BKC$P2D$C90/E;@ >@<"=F1C. (key
performance indicators)
."/&PQ37%K87.CBTH()P( (User interface) (&P85 dashboards) P8$4)F(&'("+,-61E*C9."/.CB
7-#G0/E.7B'7- BI )5;8$57Q35 S I9(-8"4',D5
43
Styles of BI
MicroStrategy, Corp. I9(64. BI 77.&0_5 5 ;IK1G #Q7
1) ."/ !"/"4-"561E."/6*(-&KQ75 (report delivery and alerting)
2) ."/ !"/"4-"5'7-$@;"F.@* (enterprise reporting) (."/)P( dashboards 61E
scorecards)
3) ."/$@&#/"EFG6BB 3 %@K@ (cube analysis) (B"- 2/H(*C..C5)5PQ37'7- slice-and-dice
analysis)
4) ."/;QB#(5'(7%H1&0_5#/CD-#/"$ (ad-hoc queries)
5) ;+@K@61E."/ !"&F%Q7-'(7%H1 (statistics and data mining)
44
The Benefits of BI
#$"%;"%"/+)5F"/)F(;"/;5& U 236%854!"&%Q37K(7-."/ CD-52D/$%+,- ."/9H
0/E;@ >@<"='7-7-#G./ (F/Q7;8$5)9;8$5F5,3-)6BB&$1"*/@- (real-time view)
*".."/;!"/$*'7- Thompson (2004) =B$8"
Faster, more accurate reporting (81%)
Improved decision making (78%)
Improved customer service (56%)
Increased revenue (49%)
See Table 1.3 for a list of BI analytic applications, the business questions they
answer and the business value they bring
45
The DSSyBI Connection
0/E."/6/. ;+"0AK4.//%'7- CD-;7-&/Q37-52D#1("4.C5%". &=/"E BI $@$Cw5"."/
%"*". DSS
0/E."/ 23;7- DSS ;5CB;5?5L94K/-I04C-."/ !"."/KC9;@5)* 23&N="E&*"E*)5'cE 23 BI *C9F";"/;5& U 23TC560/K"%&$1" 23%2#$"%6%854!" 61E;5CB;5?5
."/ !"."/KC9;@5)* "-7(7%
0/E."/ 23;"% BI %2."/%?8-&5(5I0 23.14? >G61E&/Q37-&.234$.CB/E9CB;H- L94&N="E
748"-4@3-7-#G0/E.7B&.234$.CB BPM 61E dashboard )5'cE 23 DSS *E%?8-&5(5I0 23
."/$@&#/"EFG
46
The DSSyBI Connection y cont.
0/E."/ 23;23 /EBB BI CD-F%9+H.;/("-',D5L94%2&#/Q37-%Q761E7-#G0/E.7BK8"- S 23
%2'"4)5K1"974H861($ )5'cE 23 DSS %C.;/("-L94&/@3%."/I%8%27EI/&14
0/E."/ 23F(" .//%$@>2'7- DSS 61E&#/Q37-%Q7 23)P( %C.=Cw5"%"*".
;+"BC5."/U,.`" )5'cE 23.//%$@>2'7- BI 61E&#/Q37-%Q7 23)P(%C.=Cw5"*".B/@`C
"-9("5t7aKG6$/G
0/E."/ 23F. &#/Q37-%Q7F1"4 S KC$ 23 BI 5!"%")P(+H.=@*"/c"$8"&0_5&#/Q37-%Q7'7DSS (&P85 data mining 61E predictive analysis t,3-+Q7&0_5&#/Q37-%Q7F1C. 23)P()5 CDBI 61E DSS)
47
The DSSyBI Connection y cont.
6%($8"B"-#5*E%7-$8" DSS C9& 24%.CB BI 6K8/EBB'7-%C5I%8&F%Q75.C5
B"-#5&PQ37$8" DSS &0_5;8$5F5,3-'7- BI F5,3-)5;@3-&F1"52D.:#Q7 analytical tools
B"-#5#@9$8" BI #Q7./c2=@&U`'7- DSS 235!"%")P(.CB ."/ !"/"4-"5 ."/
;Q37;"/ 61E."//8$%%Q7.C5 !"-"5 ()5/H06BB'7- data-oriented DSS)
BI #Q7T1'7-."/$@$Cw5"."/748"-K87&5Q37- 9C-5CD5 DSS *,-&0_57-#G0/E.7B
=QD5R"5'7- BI
)5F5C-;Q7&18%52D *E64. DSS 77.*". BI
MSS = BI and/or DSS
48
• (Management support systems (MSS))
/EBBF5,3- S 235!"&7"&#/Q37-%Q7F/Q7& #5@#;5CB;5?5."/KC9;@5)*0/E&< )9
0/E&< F5,3-%")P( !"."/KC9;@5)* "-9("5."/*C9."/
49
A Work System View of Decision Support (Alter, 2004)
&%Q37KC9#!"$8" Xsystems^ 77.*". DSS 61($&5(5I0 23 Xdecision support^ %C5*E&F1Q7
&0_5
Xuse of any plausible computerized or noncomputerized means for improving
decision making in a particular repetitive or nonrepetitive business situation in a
particular organization^
/EBB-"5 (Work system) F%"4+,- /EBBF5,3- S t,3-%5?`4G61E/F/Q7&#/Q37-*C./&'("
I0%2;8$5/8$%)5."/9!"&5@5./EB$5."/ "->?/.@* (business process) ."/)P(
;"/;5& U & #L5L142 61E /C=4"./7Q35 S &=Q37;/("-T1@K<Cc|G61E/F/Q7B/@."/
)F(.CB1H.#(" CD-<"4)5F/Q7<"457.7-#G./
50
Elements of a Work System
1) ./EB$5."/ "->?/.@* (Business process) %2#$"%F1"4)5./EB$5."/ 23;C%=C5>G.C5
%2F1"4'CD5K75 2375?./%.C5I0 F/Q7 .//%$@>2F1"F1"4+H.5!"%")P(-"5&=Q37
9!"&5@5."/)5F1"4 S 'CD5K75
2) TH(%2;8$5/8$% (Participants) %2."/“.7B/% 2392',D5 %2 C.`E 2392',D5 ."/."/)F(#!"%C35
;CJJ")5/E9CB;H-',D5 F/Q7 %2."/0~75'(7%H1.1CB 23&/:$',D5*5&0_56BB&$1"*/@3) ;"/;5& U (Information) %2#?c<"='7-;"/;5& U92',D5 %2;"/;5& U)F()P(&%Q37
K(7-."/)P( F/Q7%2."/5!"&;57;"/;5& U 23;!"#CJ)F( /"B
4) & #L5L142 (Technology) %2."/*C9&.:B'(7%H1 ."/5!".1CB%")P( %2KC$6BB %27C1.7/@>,%
%2#$"%;"%"/+ "-9("5;+@K@F/Q7/H0./"a F/Q7 ."/;57-K7B.CB#7%=@$&K7/G 92
',D5
51
Elements of a Work System y cont.
5) T1@K<Cc|GF/Q7B/@."/ (Product and services) %265$ "- 2392',D5)5."/0/E&%@5."/
KC9;@5)*+,-65$L5(%T1@K<Cc|GF/Q7B/@."/ 23&0_5I0I9(
6) 1H.#(" (Customers) %265$ "- 2392',D5)5."/)F(1H.#("&'("%"%2;8$5/8$%)5
./EB$5."/KC9;@5)*61E%7-&F:5#$"%K(7-."/'7-1H.#("748"-PC9&*5
7) L#/-;/("-=QD5R"5 (Infrastructure) %2."/)P(L#/-;/("-=QD5R"5/8$%.C5748"-%2
0/E;@ >@T1 t,3-*E5!"I0;H8."/0/CB0/?-)F(92',D5&/Q374 S
8) ;<"=6$91(7% (Environment) %2.//%$@>2 2392',D5)5."//8$%%Q7.C5'7-TH( 23&.234$'(7*".;<"=6$91(7%/7B S
9) .14? >G (Strategy) %2.14? >G)5."/9!"&5@5-"5 23%2=QD5R"5K8"-.C5)5/EBB-"5
52
Major Tool Categories for MSS
TOOL CATEGORY
TOOLS AND THEIR ACRONYMS
Data management
Databases and database management system (DBMS)
Extraction, transformation, and load (ETL) systems
Data warehouses (DW), real-time DW, and data marts
Online analytical processing (OLAP)
Executive information systems (EIS)
Geographical information systems (GIS)
Dashboards, Information portals
Multidimensional presentations
Optimization, Web analytics
Data mining, Web mining, and text mining
Business performance management (BPM)/
Corporate performance management (CPM)
Business activity management (BAM)
Dashboards and Scorecards
Group decision support systems (GDSS)
Group support systems (GSS)
Collaborative information portals and systems
Web 2.0, Expert locating systems
Knowledge management systems (KMS)
Expert systems (ES)
Artificial neural networks (ANN)
Fuzzy logic, Genetic algorithms, Intelligent agents
Enterprise resource planning (ERP),
Customer Relationship Management (CRM), and
Supply-Chain Management (SCM)
Reporting status tracking
Visualization
Business analytics
Strategy and performance
management
Communication and
collaboration
Social networking
Knowledge management
Intelligent systems
Enterprise systems
Source: Table 1.4
Hybrid (Integrated) Support Systems
&0~"0/E;-#G'7- computerized decision support (L94I%8;5)*&PQ37F/Q7>//%P"K@
'7-%C5) .:#Q7 P8$4."/*C9."/)5."/6.(0AJF" "-9("5."/*C9."/F/Q70AJF" 23
&.234$.CB7-#G./ (61E0/E&%@5L7.";61E.14? >G)) I9(&/:$',D561E92',D5.$8"&9@% 23I%8
)P(#7%=@$&K7/G
?. S 0/E&< '7-&#/Q37-%Q7487%%2#$"%;"%"/+/E9CBF5,3-61E%2'29*!".C9)5KC$
%C5&7- L94."/T5$./$%&#/Q37-%Q7F1"4 S KC$&'("9($4.C5 &/";"%"/+ !"."/
0/CB0/?-."/;5CB;5?5."/KC9;@5)*)F(92',D5I9( &=/"E&#/Q37-%Q7KC$F5,3-7"**EI0
P9&P4*?97875'7-&#/Q37-%Q772.KC$F5,3-I9( 9C-5CD565$L5(%)5."/=Cw5"*,-%?8-I0
)5 "-/EBB;5CB;5?56BBT;% (hybrid (integrated) support system)
54
Hybrid (Integrated) Support Systems
0/E&< '7-."/#$B/$% (Type of integration)
)P(&#/Q37-%Q76K81EKC$7@;/E*"..C5&=Q376.(0AJF")5%?%%7- 23K8"-.C5
)P(F1"4 S &#/Q37-%Q7 23#$B/$%.C56BBF1$% S (loosely integrated tool) CD-52D
.:&=Q37;8-T8"5'(7%H1*".&#/Q37-%Q7F5,3-I04C-72.KC$F5,3-&=Q37 !"."/0/E%$1T1
)P(F1"4 S &#/Q37-%Q7 23#$B/$%.C56BB%C35#- (tightly integrated tools) &%Q37
%7-*".TH()P(61($*E&F:5$8" %C5&0_5/EBB&924$.C5
)5./EB$5."/6.(I'0AJF"t,3-K(7-9!"&5@5-"5 236K.K8"-.C5 &#/Q37-%Q7*EK(7;5CB;5?5t,3-.C561E.C5
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%2#!"+"%%C”4#/CBzz.
56