MIS-409: Decision Support Systems Case Study Analysis Report

This report is a comprehensive analysis of case studies from the MIS-409 Decision Support Systems course at the University of Dhaka's Faculty of Business Studies. The report, submitted by Team Inferior Desk, examines chapter opening and closing cases from chapters 8 through 14, covering topics such as Security First's use of social media analytics and American Public University's application of predictive analytics. The analysis includes case summaries, solutions to case questions, learning outcomes, and potential applications. The report highlights the integration of various analytical techniques, including text mining, sentiment analysis, and web analytics, to improve customer experience and student retention. Furthermore, the report discusses the challenges and limitations of implementing business intelligence and analytics, providing insights into how organizations can leverage these tools effectively. The report also includes a letter of transmittal, a declaration, and acknowledgments.

CHAPTER OPENING AND CHAPTER CLOSING CASE STUDY (CHAPTER: 8 to 14)
COURSE: DECISION SUPPORT SYSTEMS
COURSE CODE: MIS-409
Submitted To
MD. FAHAMI AHSAN MAZMUM
ASSISTANT PROFESSOR
Department of Management Information Systems
Faculty of Business
Studies University of Dhaka
Submitted By:
Team Inferior Desk
Serial No Name ID
1. Labib Al Mahadi 29-12-003
2. Md. Redown Mahmud 29-12-017
3. Ariful Hasan Partho 29-12-035
4. Md. Ariful Hasan 29-12-039
5. Mushfiq Rahman 29-12-057
6. Asmaul Husna Tamanna 29-12-117

Contents
Letter of Transmittal........................................................................................................................5
Declaration.......................................................................................................................................6
Acknowledgement...........................................................................................................................7
The scope of the study.....................................................................................................................8
Limitation of the study.....................................................................................................................9
Chapter 8........................................................................................................................................10
Summary of the opening Case...................................................................................................10
Case Questions’ Solution...........................................................................................................10
Learning.....................................................................................................................................11
Application................................................................................................................................11
Summary of ending Case...........................................................................................................12
Case Questions’ Solution...........................................................................................................12
Learning.....................................................................................................................................13
Application................................................................................................................................13
Chapter 9........................................................................................................................................14
Summary of opening Case.........................................................................................................14
Case Question’s solution...........................................................................................................14
Learning.....................................................................................................................................15
Application................................................................................................................................15
Summary of closing case...........................................................................................................15
Case Question’s Solution...........................................................................................................16
Learning.....................................................................................................................................17
Application................................................................................................................................17

Chapter 10......................................................................................................................................17
Summary of opening Case.........................................................................................................17
Case Question’s solution...........................................................................................................18
Learning.....................................................................................................................................19
Application................................................................................................................................19
Summary of closing Case..........................................................................................................19
Case Question’s Solution...........................................................................................................20
Learning.....................................................................................................................................22
Application................................................................................................................................22
Chapter 11......................................................................................................................................22
Summary of opening Case.........................................................................................................22
Case Question’s solution...........................................................................................................23
Learning.....................................................................................................................................24
Application................................................................................................................................24
Summary of closing case...........................................................................................................25
Case Question’s Solution...........................................................................................................25
Learning.....................................................................................................................................26
Application................................................................................................................................26
Chapter 12......................................................................................................................................26
Summary of opening Case.........................................................................................................26
Case Question’s solution...........................................................................................................27
Learning.....................................................................................................................................28
Application................................................................................................................................28
Summary of closing case...........................................................................................................28
Case Question’s Solution...........................................................................................................29

Learning.....................................................................................................................................30
Application................................................................................................................................30
Chapter 13......................................................................................................................................30
Summary of opening Case.........................................................................................................30
Case Question’s solution...........................................................................................................31
Learning.....................................................................................................................................32
Application................................................................................................................................32
Summary of closing case...........................................................................................................32
Case Question’s Solution...........................................................................................................33
Learning.....................................................................................................................................34
Application................................................................................................................................34
Chapter 14......................................................................................................................................35
Summary of opening Case.........................................................................................................35
Case Question’s solution...........................................................................................................35
Learning.....................................................................................................................................36
Application................................................................................................................................36
Summary of closing case...........................................................................................................37
Case Question’s Solution...........................................................................................................37
Learning.....................................................................................................................................38
Application................................................................................................................................38

Letter of Transmittal
25th March, 2021
Md. Fahami Ahsan Mazmum
Assistant Professor
Department of Management Information Systems
Faculty of Business Studies
University of Dhaka
Subject: Term Report on “Chapter opening and chapter closing case study (chapter: 8 to
14)”
Dear Sir
With due respect, we want to inform you that we have been assigned to complete a term paper on
a case study solution of seven chapters
We tried our best to make this term paper as insightful and important as possible. To write this
term paper, we have gone through different books, journals and downloaded material from the
Internet. We have had the chance to learn about how Bangladeshi businesses use the decision
support system model. We are thankful to our course instructor for providing us with this
opportunity.
We would like to express our heartfelt appreciation to you for providing me with such an
outstanding platform to discuss existing scenarios. We are happy to have any additional detail
you need and look forward to doing such an exciting job again and again.
Sincerely yours
Team Inferior Desk
Batch: 12th
Decision Support Systems
Department of Management Information Systems
Faculty of Business Studies
University of Dhaka

Declaration
We hereby humbly announce that the work outlined in this Term Paper was completed by us and
has not previously been applied to any other University/college/Organisation for an academic
qualification/certificate/diploma or degree.
We have not violated any patent for the work we have presented.
We further agree to indemnify the University for any loss or damage resulting from the violation
of the above obligations.
Team Inferior Desk
Batch: 12th
Decision Support Systems
Department of Management Information Systems
Faculty of Business Studies
University of Dhaka

Acknowledgement
Firstly, I would like to convey my gratefulness to the Almighty Allah, the Most Merciful, the
Beneficent, for rewarding us with good health and the mental fortitude to complete the
specifications of this term paper.
All the group members were responsible to make this term paper. My heartfelt thanks go to Md.
Fahami Ahsan Mazum, Assistant Professor, Department of Management Information Systems,
University of Dhaka, for his subsequent advice and helpful guidance on the term paper.Beside I
would like to express my sincere gratitude to all our course mates for their constant help and
inspirations
I'd also like to express my heartfelt gratitude to my group. Everything is so sincere and helpful.
They completed their work on schedule. We've helped each other out and offered each other
advice. I'd like to thank our group mate Asmaul Husna Tamanna in particular for sending this
term paper on our behalf.

The scope of the study
The report incorporates parts of Business Intelligence and investigation. Business insight is the
interaction that is in fact innovation driven and is utilized to break down the information to
convey solid and significant data which will help the supervisors, heads and related individuals
of the association. Business examination implies the way toward utilizing measurable strategies
and procedures for breaking down chronicled information and assemble bits of knowledge. Past
business execution is broke down in this interaction and dependent on that further business
arranging is finished. The reason for the investigation is to give point by point experiences into
the referenced broke down cases. The experiences given by the examination covers a few parts
of the cases. These can be the rundown of the cases, the gaining from the cases and the
utilization of the learning in the association of Bangladesh. One can adapt altogether by
dissecting these perspectives.
The example is one of the pieces of the populace. A few examples are gathered to proceed with
the paper for fruition. The examples are fundamental for examination to distinguish and
significant measures for offering better help to the investigation. The examples are mostly the
contextual investigations from the book which is the principle hotspot for the finishing of the
report. The essential source incorporates the experiences, survey and so on led for fulfillment of
information assortment. The optional source is the books, diaries, articles and so on that were
broke down for better fulfillment and legitimate information assortment and examination of the
report. The span of the examination isn't characterized as a specific time. the examination will be
directed at its own speed and the term may be as indicated by the appropriate fruition of the
report.
A few fundamental hypotheses will be talked about all through the paper. The paper will cover
different viewpoints and subjects of business insight and examination like prescient
investigation, prescriptive investigation, model-based dynamic, heuristic pursuit strategy and
reenactments, computerized choice frameworks and master frameworks, information the board
and shared frameworks, enormous information and future headings for business investigation,
Big information and investigation, business examination and so forth the examination has

covered numerous topographical areas. It has covered numerous areas like the association of the
USA and the UK.
Limitation of the study
The investigation gives an outline of business insight and examination and talks about different
parts of it. One can utilize the highlights of business knowledge and investigation and appreciate
the advantages. however, there are a few limits that one may confront while doing the
investigation. The limits that are found while doing the investigation are given underneath
Business insight and examination are carried out in the association. However, it may have
impediments like helpless information quality which may prompt protection from appropriation.
This may prompt trouble in execution. Business knowledge requires excellent instruments that
are utilized for the execution of business measures. Consequently, cost get higher which turned
into a limit for the association. Information penetrating is another worry that causes an absence
of safety and restrictions for the investigation. Individuals probably won't have a sense of
security carrying out business examination due to this worry as they might not want to get
significant business data get spilled. One of the constraints of prescient investigation is that
buyer conduct changes with time and PCs and calculations may neglect to expect human
conduct.
Specialized intricacy remains while leading huge information examination in view of the
information existing behind the firewall in the private cloud. This causes a mind-boggling
circumstance for the association and the associations.

Chapter 8
Summary of the opening Case
Security First believes in being there for their customers during every disaster and every year.
Due to this approach, customers use a number of channels to connect with them, through agents,
claim representatives, emails, and other social media pages. It increases to tens of thousands
claims a day after any major disaster hits Florida. So, Security First contacted their IBM business
partner Integritie for a solution. Integritie, using IBM enterprise content management software
and content analytics tools, built a solution called Social Media Capture. It is built on 4 major
capabilities to manage social media platforms: capture, control, compliance and communication.
Case Questions’ Solution
1. What does Security First do?
Security First Insurance is one of the largest homeowners’ insurance companies in Florida.
Headquartered in Ormond Beach, it employs more than 80 insurance professionals to serve its
nearly 190,000 customers. Security First is one of a few Florida homeowners’ insurance
companies that has the financial strength to withstand multiple natural disasters.
2. What were the main challenges Security First was facing?
During a typical month, Security First processes 700 claims. However, in the aftermath of a
hurricane, that number can swell to tens of thousands within days. It was a challenge for the
company to quickly scale up to handle the influx of customers trying to file post-storm insurance
claims, via phone, email, Facebook, or Twitter.
3. What was the solution approach? What types of analytics were integrated in the
solution?

Security First contacted IBM Business Partner Integritie for help with harnessing social media to
improve the customer experience. Integritie configured a solution called Social Media Capture
built on key IBM Enterprise Content Management and Content Analytics tools. The Integritie
solution offers four critical capabilities for managing social media platforms: capture, control,
compliance, and communication.
4. Based on what you learn from the vignette, what do you think are the relationships
between Web analytics, text mining, and sentiment analysis?
As we learned in Chapter 7, sentiment analysis can be thought of as a specialized form of text
mining, geared specifically at feeling, opinion, and judgment. Web analytics is a broad area
including Web content, structure, and usage mining, including both text mining and social
network analysis. Much of Web analytics involves social media analysis.
5. What were the results Security First obtained? Were any surprising benefits realized?
The text analysis capabilities provided in the IBM software help Security First filter
inappropriate incoming communications and audit outbound communications, avoiding potential
issues with message content. This ensured compliance with industry regulations and Security
First policies. Security First had the confidence to expand its use of social media. Because
compliance is covered, the company can focus on additional opportunities for direct dialog with
customers. Before this solution, Security First filtered customer communications through agents.
Now it can reach out to customers directly and proactively as a company.
Learning
 Security First is using the social media analytics tools to reach out to all kinds of
customers.
 Using Integritie’s solution, they are filtering structured and unstructured date by using
text analytics tool and routing them to appropriate employees.
 The system automatically can verify the employee authorization to provide any claim
solutions.
 It can also filter out the inappropriate incoming communications and audit out-bound
communications to ensure that the solutions provided by their employees is compliant.
Application

This kind of application can be used by any organizations, specially e-commerce-based
businesses in our country. They deal with customers asking questions in Facebook posts or
messages in daily basis. It increases more when there is any offer or time for festivals etc. So,
this solution can help them to filter the necessary and urgent messages to contact urgent
customers first.
Summary of ending Case
American Public University (APUS) conducts through an online learning-based education
system. One of the main challenges for them is the keeping and improving retention. They were
concerned about the dropout rates and consistency of a student until graduation. So, they
introduced Predictive Analytics to find out the factors which influence a student’s decision to
carry on or drop out. They are depending on their huge information storage for this purpose.
They are using demographic data, registration data and course level data, online activities and
end-of-course-survey data for doing prediction analysis.
Case Questions’ Solution
1. Describe challenges that APUS was facing. Discuss the ramifications of such challenges.
One big challenge is keeping and improving retention in an online university. But educators
lacked the hard data to prove conclusively what really drives retention. Colleges and universities
have struggled to understand how to lower dropout rates and keep students on track all the way
to graduation. APUS faced this challenge in a new online environment, which further
complicates the retention dilemma.
2. What types of data did APUS tap into? What do you think are the main obstacles one
would have to overcome when using data that comes from different domains and sources?
APUS tapped into demographic data, registration data, and course level data. They used online
activity as well as end-of-course survey data. (The remainder of this answer may vary according
to student.) One obstacle with bringing in data from different domains is the complexity of
finding meaningful patterns in the data. This could require data extraction, cleaning, and
transforming the source data.