TY - GEN
T1 - Temporal workflow management in a claim handling system
AU - Zhao, J. Leon
AU - Stohr, Edward A.
N1 - Publisher Copyright:
© 1999 ACM.
PY - 1999/3/1
Y1 - 1999/3/1
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.
UR - http://www.scopus.com/inward/record.url?scp=85016080248&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85016080248&partnerID=8YFLogxK
U2 - 10.1145/295665.295687
DO - 10.1145/295665.295687
M3 - Conference contribution
AN - SCOPUS:85016080248
T3 - Proceedings of the International Joint Conference on Work Activities Coordination and Collaboration, WACC 1999
SP - 187
EP - 195
BT - Proceedings of the International Joint Conference on Work Activities Coordination and Collaboration, WACC 1999
A2 - Prinz, Wolfgang
A2 - Georgakopoulos, Dimitrios
A2 - Wolf, Alexander L.
T2 - 1999 International Joint Conference on Work Activities Coordination and Collaboration, WACC 1999
Y2 - 22 February 1999 through 25 February 1999
ER -