Temporal Workflow Management in a Claim Handling System

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)Not applicablepeer-review

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Author(s)

Detail(s)

Original languageEnglish
Title of host publicationWACC '99 Proceedings of the international joint conference on Work activities coordination and collaboration
EditorsDimitrios Georgakopoulos, Wolfgang Prinz, Alexander L. Wolf
PublisherACM
Pages187-195
ISBN (Print)1-58113-070-8
Publication statusPublished - Feb 1999
Externally publishedYes

Conference

Title1999 International Joint Conference on Work Activities Coordination and Collaboration (WACC '99)
PlaceUnited States
CitySan Francisco
Period22 - 25 February 1999

Abstract

Temporal workflow management is important for processes that are time-driven. Claim handling, which requires the documentation, diagnosis, and resolution of customer claims due to faulty products or unsatisfactory services, is an example of such a process because fast turnaround is critical for customer satisfaction. However, little research has been reported in this area, especially at the policy level. In this paper, we develop a framework for temporal workflow management, which includes issues such as turnaround time predication, time allocation, and task prioritization. We propose also the use of reward functions to guide workers' behavior with the goal of increasing efficiency while allowing flexibility.

Citation Format(s)

Temporal Workflow Management in a Claim Handling System. / Zhao, J. Leon; Stohr, Edward A.

WACC '99 Proceedings of the international joint conference on Work activities coordination and collaboration. ed. / Dimitrios Georgakopoulos; Wolfgang Prinz; Alexander L. Wolf. ACM, 1999. p. 187-195.

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)Not applicablepeer-review