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Object-Oriented Development of Adaptive Workflows for Customer Flow Management Processes

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Information and Software Technologies (ICIST 2014)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 465))

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Abstract

Customer Flow Management (CFM) systems are used to manage queues and support customer service business processes at various companies. The customer experience could be improved and waiting time reduced, if the service provisioning adapts to the context. To solve this problem, an approach for design and implementation of CFM systems on the basis of adaptive workflows is proposed. The adaptive workflows are modeled using BPMN and implemented using the object-oriented approach. To support model-driven implementation of adaptive workflows, the BPMN meta-model is extended to represent adaptive features and to support reuse of workflow activities across multiple alternative implementations of workflow execution variants. To illustrate the approach, a prototype of the dynamic luggage registration and online ticket re-registration in case of flight cancellation CFM system is developed.

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Author information

Authors and Affiliations

  1. Institute of Information Technology, Riga Technical University, Kalku 1, LV-1658, Latvia

    Vladimirs Rusakovs & Jānis Grabis

Authors
  1. Vladimirs Rusakovs
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  2. Jānis Grabis
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Editor information

Editors and Affiliations

  1. Kaunas University of Technology, Studentu g. 50-409a,, LT-51368, Kaunas, Lithuania

    Giedre Dregvaite

  2. Kaunas University of Technology, Studentu g. 50-409a, LT-51368, Kaunas, Lithuania

    Robertas Damasevicius

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Rusakovs, V., Grabis, J. (2014). Object-Oriented Development of Adaptive Workflows for Customer Flow Management Processes. In: Dregvaite, G., Damasevicius, R. (eds) Information and Software Technologies. ICIST 2014. Communications in Computer and Information Science, vol 465. Springer, Cham. https://doi.org/10.1007/978-3-319-11958-8_18

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  • DOI: https://doi.org/10.1007/978-3-319-11958-8_18

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-11957-1

  • Online ISBN: 978-3-319-11958-8

  • eBook Packages: Computer ScienceComputer Science (R0)

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