The intelligent decision support system for SMEs : a subjective duality leader / employee ? Case of SMEs in the Call Centers[Le système décisionnel intelligent de la PME, une dualité subjective dirigeant/salariés ? Cas d’une PME du secteur des Call Centers]

Establish a decision-making system to improve performance can be a challenge in some SMEs. However, a recent survey [2] demonstrates that 94% of SMEs surveyed show their business on the web. But 56% of them have no annual plan identifying all necessary to improve IT (Information Technology) process. 79 % recognize that IT projects do not result in any cost / benefit study, benchmarking or return on investment. However, it was observed too that the nature and size of the computerized information system is consistent with the overall objectives of the company to 87% of them. At the time of the "all data systems", SMEs have paradoxically a lack of enthusiasm for ERP (Enterprise Resource Planning) and decision support systems. The high cost of management tools, the lack of skilled labor, the intuitive and observation management at the human scale hinder the acquisition of systems. Decision-making systems are qualified by the leaders as "too complex for us". An empirical study in a business call center allowed defining and validating a process for the implementation of decision-making system effective, efficient and effective.