ON THE IMPLEMENTATION OF DECISION SUPPORT SYSTEM COMBINING CRITICAL PERFORMANCE INDICATORS IN THE FINNISH REAL ESTATE BUSINESS

摘要

This comparative case study in Finnish real estate business addresses the compilation, of customer delight model, progression of economic values theory, Sense and Respond methodology and Analytical hierarchical process (AHP) analysis in an innovation cycle. It pilots the construction of intelligent knowledge-driven Decision Support System (DSS) that provides specialized decision making expertise stored as facts, rules, procedures, and indicates critical factors CF in the housing lifecycle. The used CF Index method is a measurement tool that indicates attribute of a business process with high deviation between expectations and experience of the company's employees and customers, imposing prompt action to be taken for the lowest valued attributes. The CFI was developed on the basis of the Gab analysis and the implementation index (IMPL). The method reveals which attributes are critical within the business process and therefore supports the management to make decisions concerning which indicators should be improved. The proposed DSS integrates the contemporary view of progress of economic values, which puts experience and customer delight at the top of the competitive advantages and pricing level possibilities. Delightful experiences bring customers back and create interest in potential customer groups, thus distinguishing the company from the competition. The level of satisfaction is monitored by clients' questionnaires and front desk staff interviews. Originally conceived as a quality tool for obtaining a good match of customer need and product functions, it helps property managers not only to grade requirements, but also to evaluate budget allocations and priorities. Still it omits operational effectiveness, except as far as operational capability is reflected in product or service quality that influences customer satisfaction. That's why the proposed DSS applies AHP analysis to facilitate multi-focused strategic decision making. Housing market in challenging economic conditions requires flexible strategy orientation combined with proactive identification and assessment of service concepts. Making a sound judgement for resources allocation in property management activities to enhanced customer experience is amendable task, still often executives have to make decisions for the company based on information dispatched from indirect expectation for the level of service needed. That creates information gaps which often separates efficient decision making from day to day operations. To fill these breaches, the DSS looks into the company's systems and processes, which support customer deliverables. They are great places for searching up much needed relevant information about whether or not the organization is satisfying the customer in sustainable and efficient way. The main goal of DSS is to enlarge property values through active day-to-day management that focuses on maintaining high levels of occupancy and residents satisfaction and at the same time stay cost efficient.