Agent Assignment for Process Management: Competency-Driven Dynamic Resource Management Methodology

Convergence of data mining and process management is ideal - but still limited. An example of such a convergence is presented in the form of Competency-driven Dynamic Resource Management (CDRM) Methodology that addresses the lack of agent-assignment-strategy in Workflow Management Systems (WfMS). Currently, WfMSs do not have any strategy to allocate resources (employees, agents) to their business processes on the basis their history of success of business process performance. Traditionally, WfMS uses role concept to allocate resources to their business processes - one cause of poor business process performance since all eligible agents may be assigned to a task instead of only assigning those which are expected to be "successful". To solve this problem, the CDRM Methodology applies data mining techniques using their work history as a data source and process model as a source of domain knowledge to first perform analytical analysis of employees' performance. It then updates its findings into an organizational database - a data source wherefrom WfMS make assignments. Thus, through this convergence, the CDRM Methodology enables WfMS to allocate only successful agents - instead of merely role based static list of all eligible agents causing poor performance.