Decision Support Through Knowledge Management

This chapter explores the role of knowledge management for decision support. Traditional decision support focused on provision of analytical tools for calculating optimal solution for the decision problems. The modern approach to decision support assumes greater autonomy for the decision maker. The role of the system is in assisting a decision maker in finding relevant information, which the decision maker can convert to actionable knowledge by making sense of the problem situation. This requires the decision support system (DSS) to have an extended functionality for supporting knowledge work, including memory aids, explanation facilities, and some learning capability. DSSs supporting such functionality can be equally termed “knowledge management systems.” This chapter explores how decision support systems and knowledge management evolved in recent years. It identifies complementary features that these two fields furnish in supporting users to improve their abilities as intelligent knowledge workers. It argues that although these areas originated from different philosophical premises, computerized knowledge management has decision support as a core focus; at the same time, decision support systems will benefit if built with knowledge management functionality in mind. We suggest calling such systems “knowledge work support systems” emphasising the major focus of modern technology as a mediator between the user and the cognitive requirements of the task he or she needs to perform. We also explore some design principles for such systems following a design science approach.

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