Many organizations’ success or failure is determined by the decisions they make. Insurance companies must make good decisions about which claims to pay or what to charge for a policy. Health care organizations must decide if it is safe to discharge someone or give them a particular medication. Retailers must decide what to stock where and how to promote it to their customers. Telecommunication companies must decide if they want to retain a customer and what offer is most likely to succeed. Banks must decide whether to refinance a loan and what product to sell to make a customer more sticky.
When asked, most of these organizations would agree that these decisions are important, yet many are handicapped by manual approaches and by systems and approaches that are centered on irrelevant processes or functions:
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