Object-Oriented Development of Adaptive Workflows for Customer Flow Management Processes

Information and Software Technologies: 20th International Conference (ICIST 2014): Proceedings. Communications in Computer and Information Science. Vol.465 2014
Vladimirs Rusakovs, Jānis Grabis

Customer Flow Management (CFM) systems are used to manage queues and support customer service business processes at various companies. The customer experience could be improved and waiting time reduced, if the service provisioning adapts to the context. To solve this problem, an approach for design and implementation of CFM systems on the basis of adaptive workflows is proposed. The adaptive workflows are modeled using BPMN and implemented using the object-oriented approach. To support model-driven implementation of adaptive workflows, the BPMN meta-model is extended to represent adaptive features and to support reuse of workflow activities across multiple alternative implementations of workflow execution variants. To illustrate the approach, a prototype of the dynamic luggage registration and online ticket re-registration in case of flight cancellation CFM system is developed.

Atslēgas vārdi
adaptive workflows, customer flow management
DOI
10.1007/978-3-319-11958-8_18
Hipersaite
http://link.springer.com/chapter/10.1007%2F978-3-319-11958-8_18

Rusakovs, V., Grabis, J. Object-Oriented Development of Adaptive Workflows for Customer Flow Management Processes. No: Information and Software Technologies: 20th International Conference (ICIST 2014): Proceedings. Communications in Computer and Information Science. Vol.465, Lietuva, Druskininki, 9.-10. oktobris, 2014. Cham: Springer International Publishing, 2014, 224.-235.lpp. ISBN 978-3-319-11957-1. e-ISBN 978-3-319-11958-8. ISSN 1865-0929. e-ISSN 1865-0937. Pieejams: doi:10.1007/978-3-319-11958-8_18

Publikācijas valoda
English (en)