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Simulation-based evaluation of workflow escalation strategies
Chan K.-L.2; Si Y.-W.2; Dumas M.1
Source PublicationProceedings - IEEE International Conference on e-Business Engineering, ICEBE 2009; IEEE Int. Workshops - AiR 2009; SOAIC 2009; SOKMBI 2009; ASOC 2009
AbstractWorkflows in the service industry sometimes need to deal with multi-fold increases in customer demand within a short period of time. Such spikes in service demand may be caused by a variety of events including promotional deals, launching of new products, 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 providing acceptable execution times. In this paper, 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. © 2009 IEEE.
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Document TypeConference paper
Affiliation1.University of Tartu
2.Universidade de Macau
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GB/T 7714
Chan K.-L.,Si Y.-W.,Dumas M.. Simulation-based evaluation of workflow escalation strategies[C],2009:75-82.
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