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Author Chan, Ka-Leong ♦ Si, Yain-Whar ♦ Dumas, Marlon
Source CiteSeerX
Content type Text
Publisher IEEE Press
File Format PDF
Language English
Subject Domain (in DDC) Computer science, information & general works ♦ Data processing & computer science
Subject Keyword Promotional Deal ♦ Service Industry ♦ Customer Demand ♦ Simulation-based Evaluation ♦ Service Request ♦ Acceptable Execution Time ♦ Workflow Escalation Strategy ♦ Multi-fold Increase ♦ New Product ♦ Escalation Strategy ♦ Short Period ♦ Simulation Technology ♦ Natural Disaster ♦ Insurance Company ♦ Service Demand ♦ Sudden Spike ♦ Major News
Description Workflows in the service industry sometimes need to deal with multi-fold increases in customer demand within a short period of time. Such spikes in service demand may be caused by a variety of events including promotional deals, launching of new products, major news or natural disasters. Escalation strategies can be incorporated into the design of a workflow so that it can cope with sudden spikes in the number of service requests while providing acceptable execution times. In this paper, we propose a method for evaluating escalation strategies using simulation technology. The effectiveness of the proposed method is demonstrated on a workflow from an insurance company. 1.
Educational Role Student ♦ Teacher
Age Range above 22 year
Educational Use Research
Education Level UG and PG ♦ Career/Technical Study
Learning Resource Type Article
Publisher Date 2009-01-01
Publisher Institution In: Proceedings of the 2009 IEEE International Conference on e-Business Engineering (ICEBE 2009