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Evaluation of trade-offs between workflow escalation strategies
Yain-Whar Si1; Marlon Dumas2; Ka-Leong Chan1
2014-03-01
Source PublicationConcurrent Engineering Research and Applications
ISSN1063293X
Volume22Issue:1Pages:77-88
Abstract

Workflows in the service industry are subject to exceptional circumstances that affect the ability to complete work in a timely manner. For instance, workflows may need to deal with sudden spikes in customer demand due to a variety of events such as promotional deals, product launches, major news, or natural disasters. Escalation strategies can be incorporated into the design of a workflow so that it can cope with sudden spikes in the number of service requests while mitigating the effects of missed deadlines. In this article, we propose a method for evaluating escalation strategies using simulation technology. The effectiveness of the proposed method is demonstrated on a workflow from an insurance company. © The Author(s) 2013.

KeywordEscalation Strategy Key Performance Indicators Simulation Workflow Management
DOI10.1177/1063293X13516965
URLView the original
Indexed BySCI
Language英语
WOS Research AreaComputer Science ; Engineering ; Operations Research & Management Science
WOS SubjectComputer Science, Interdisciplinary Applications ; Engineering, Manufacturing ; Operations Research & Management Science
WOS IDWOS:000331879700007
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被引频次[WOS]:1   [WOS记录]     [WOS相关记录]
Document TypeJournal article
专题DEPARTMENT OF COMPUTER AND INFORMATION SCIENCE
Corresponding AuthorYain-Whar Si
Affiliation1.Department of Computer and Information Science, University of Macau, Macau, China
2.Institute of Computer Science, University of Tartu, Tartu, Estonia
First Author AffilicationUniversity of Macau
Corresponding Author AffilicationUniversity of Macau
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Yain-Whar Si,Marlon Dumas,Ka-Leong Chan. Evaluation of trade-offs between workflow escalation strategies[J]. Concurrent Engineering Research and Applications,2014,22(1):77-88.
APA Yain-Whar Si,Marlon Dumas,&Ka-Leong Chan.(2014).Evaluation of trade-offs between workflow escalation strategies.Concurrent Engineering Research and Applications,22(1),77-88.
MLA Yain-Whar Si,et al."Evaluation of trade-offs between workflow escalation strategies".Concurrent Engineering Research and Applications 22.1(2014):77-88.
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