Temporal Workflow Management in a Claim Handling System

J. Leon Zhao; Edward A. Stohr

doi:10.1145/295665.295687

Temporal Workflow Management in a Claim Handling System

J. Leon Zhao, Edward A. Stohr

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › peer-review

43 Citations (Scopus)

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.

Original language	English
Title of host publication	WACC '99 Proceedings of the international joint conference on Work activities coordination and collaboration
Editors	Dimitrios Georgakopoulos, Wolfgang Prinz, Alexander L. Wolf
Publisher	Association for Computing Machinery
Pages	187-195
ISBN (Print)	1-58113-070-8
DOIs	https://doi.org/10.1145/295665.295687
Publication status	Published - Feb 1999
Externally published	Yes
Event	1999 International Joint Conference on Work Activities Coordination and Collaboration (WACC '99) - San Francisco, United States Duration: 22 Feb 1999 → 25 Feb 1999

Conference

Conference	1999 International Joint Conference on Work Activities Coordination and Collaboration (WACC '99)
Place	United States
City	San Francisco
Period	22/02/99 → 25/02/99

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@inproceedings{7f92dc006e3640e5a7581a3eaf5bc84f,

title = "Temporal Workflow Management in a Claim Handling System",

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.",

author = "Zhao, {J. Leon} and Stohr, {Edward A.}",

year = "1999",

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publisher = "Association for Computing Machinery",

address = "United States",

note = "1999 International Joint Conference on Work Activities Coordination and Collaboration (WACC '99) ; Conference date: 22-02-1999 Through 25-02-1999",

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Zhao, JL & Stohr, EA 1999, Temporal Workflow Management in a Claim Handling System. in D Georgakopoulos, W Prinz & AL Wolf (eds), WACC '99 Proceedings of the international joint conference on Work activities coordination and collaboration. Association for Computing Machinery, pp. 187-195, 1999 International Joint Conference on Work Activities Coordination and Collaboration (WACC '99), San Francisco, California, United States, 22/02/99. https://doi.org/10.1145/295665.295687

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. Association for Computing Machinery, 1999. p. 187-195.

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › peer-review

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N2 - 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.

AB - 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.

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DO - 10.1145/295665.295687

M3 - RGC 32 - Refereed conference paper (with host publication)

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EP - 195

BT - WACC '99 Proceedings of the international joint conference on Work activities coordination and collaboration

A2 - Georgakopoulos, Dimitrios

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PB - Association for Computing Machinery

T2 - 1999 International Joint Conference on Work Activities Coordination and Collaboration (WACC '99)

Y2 - 22 February 1999 through 25 February 1999

ER -

Temporal Workflow Management in a Claim Handling System

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