Actor-driven approach for business process. How to take into account the work environment?

Abstract

Over the last decade there was a high interest in business process modeling in organizations. In their majority workflow systems support a role-based allocation of work to actors. This allocation does not consider the additional work which comes from the actors environment and which is not visible to the workflow management system. In fact, the WFMS is not aware of the real workload of human resources in the organization. In this paper we propose an actor-driven approach for business processes management which aims at taking into account the additional work generated by the environment (telephone, fax, mail, verbally) and thus the the real workload of actors. © 2009 Springer Berlin Heidelberg.