Temporal workflow management in a claim handling system

J. Leon Zhao, Edward A. Stohr

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

43 Scopus citations

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 languageEnglish
Title of host publicationProceedings of the International Joint Conference on Work Activities Coordination and Collaboration, WACC 1999
EditorsWolfgang Prinz, Dimitrios Georgakopoulos, Alexander L. Wolf
Pages187-195
Number of pages9
ISBN (Electronic)1581130708, 9781581130706
DOIs
StatePublished - 1 Mar 1999
Event1999 International Joint Conference on Work Activities Coordination and Collaboration, WACC 1999 - San Francisco, United States
Duration: 22 Feb 199925 Feb 1999

Publication series

NameProceedings of the International Joint Conference on Work Activities Coordination and Collaboration, WACC 1999

Conference

Conference1999 International Joint Conference on Work Activities Coordination and Collaboration, WACC 1999
Country/TerritoryUnited States
CitySan Francisco
Period22/02/9925/02/99

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