Deadline-based escalation in process-aware information systems

Process-aware information systems are typically driven by process models capturing an idealized view of the actual processes. For example, most process models assume that planned activities happen within a reasonable period. In reality such assumptions may not hold, and as a result workers may be forced to bypass the system or the designer is forced to explicitly model all exceptions that may occur when activities are not handled on time, leading to spaghetti-like models. In this paper, we acknowledge that processes may change when the organization is unable to meet deadlines and refer to such changes as escalations. Escalations may change the routing of work (e.g., bypass tasks), change the work distribution (e.g. allow other people to execute delayed activities), or change the requirements with respect to available data (e.g. a decision is made before all information is available). This paper proposes the 3D (Detect, Decide, and Do) approach to deal with escalations and describes a ...

• Type: Journal
• Year: 2007
• Where: DSS
• Authors: Wil M. P. van der Aalst, Michael Rosemann, Marlon Dumas
• Keywords: DSS 2007, Idealized View, Process Models, Process-aware Information Systems