Deadline-based escalation in process-aware information systems

van der Aalst, Wil M.P., Rosemann, Michael, & Dumas, Marlon (2007) Deadline-based escalation in process-aware information systems. Decision Support Systems, 43(2), pp. 492-511.

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Decision making in process-aware information systems involves build-time and run-time decisions. At build-time, idealized process models are designed based on the organization's objectives, infrastructure, context, constraints, etc. At run-time, this idealized view is often broken. In particular, process models generally assume that planned activities happen within a certain period. When such assumptions are not fulfilled, users must make decisions regarding alternative arrangements to achieve the goal of completing the process within its expected time frame or to minimize tardiness. We refer to the required decisions as escalations. This paper proposes a framework for escalations that draws on established principles from the workflow management field. The paper identifies and classifies a number of escalation mechanisms such as changing the routing of work, changing the work distribution or changing the requirements with respect to available data. A case study and a simulation experiment are used to illustrate and evaluate these mechanisms.

Impact and interest:

65 citations in Scopus
38 citations in Web of Science®
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ID Code: 6237
Item Type: Journal Article
Refereed: Yes
Keywords: process, aware information system, workflow management, deadline escalation, resource allocation
DOI: 10.1016/j.dss.2006.11.005
ISSN: 0167-9236
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Copyright Owner: Copyright 2007 Elsevier
Copyright Statement: Reproduced in accordance with the copyright policy of the publisher.
Deposited On: 16 Feb 2007 00:00
Last Modified: 30 Jun 2017 14:38

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