Data Warehousing and Decision Support System Effectiveness Demonstrated in Service Recovery during COVID19 Health Pandemic

Abstract

The literary review completed demonstrates the effectiveness of DW/DSS (Data Warehouses and Decision Support Systems) during a health pandemic. DW and DSS are not new technology capabilities for businesses. The Data Warehouses in their original design in 1992 were adopted to remain sustainable long term. Businesses and governments rely on data analysis to make informed decisions. This review supports there being reliance on DW and DSS in response to the economic downturn experienced in 2020 due to the COVID19 worldwide health pandemic. Both profit and non-profit organizations have implemented Service Recovery strategies to have continued good customer retention. Even though the service interruptions experienced by the organizations resulted in lost revenues and customer base it led to a need to recover strong. For many organizations, there was a need to create ongoing initiatives to grow the business and retain existing customers. The pandemic crisis remains a current event and one that has no predictable end in sight. For many, the goal of their work was to grow business now changed to sustaining the business. One approach to sustain the business was to plan for and implement certain types of effective Service Recovery which allowed for retaining the current customer base. The Data Warehouses of organizations needed to be accessed to make an outreach to their customer base. The data which was gathered helped to identify certain characteristics of the current services provided to the customer helping to lead to business intelligence. Data was integral in developing a successful platform for Service Recovery.