Workload Balancing on Agents for Business Process Efficiency Based on Stochastic Model

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Ha, Byung-Hyun; Bae, Joonsoo; Kang, Suk-Ho
Issue Date
Springer Verlag
Lecture Notes in Computer Science, Vol. 3080/2004 (2004) 195-210
BPMS (Business Process Management Systems) is a revolutionary
information system that supports designing, administrating, and improving the
business processes systematically. BPMS enables execution of business processes
by assigning tasks to human or computer agents according to the predefined
definitions of the processes. In this paper, we model business processes
and agents using a queueing network and propose a task assignment algorithm
to maximize overall process efficiency under the limitation of agent’s capacity.
We first transform the business processes into queueing network models, in
which the agents are considered as servers. With this complete, workloads of
agents are calculated as server utilization and the task assignment policy can be
determined by balancing the workloads. This will serve to minimize the workloads
of all agents, thus achieving overall process efficiency. Another application
of these results can be capacity planning of agents in advance and business
process optimization in reengineering context. The simulation results and comparisons
with other well-known dispatching policies show the effectiveness of
our algorithm.
0302-9743 (print)
1611-3349 (online)
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College of Engineering/Engineering Practice School (공과대학/대학원)Dept. of Industrial Engineering (산업공학과)Journal Papers (저널논문_산업공학과)
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