Journal
EUROPEAN JOURNAL OF INDUSTRIAL ENGINEERING
Volume 12, Issue 3, Pages 364-404Publisher
INDERSCIENCE ENTERPRISES LTD
DOI: 10.1504/EJIE.2018.092009
Keywords
human resource allocation; human resource recommendation; multi-factor criteria; on-demand; batch; dynamic resource allocation; recommender system; business process management; BPM; process mining
Funding
- PhD Scholarship Program of CONICYT Chile [2014-63140181]
- University of Costa Rica
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Dynamic resource allocation is considered a major challenge in the context of business process management. At the operational level, flexible methods that support resource allocation and which consider different criteria at run-time are required. It is also important that these methods are able to support multiple allocations in a simultaneous manner. In this paper, we present a framework based on multi-factor criteria that proposes a recommender system which is capable of recommending the most suitable resources for executing a range of different activities, while also considering individual requests or requests made in blocks. To evaluate the proposed framework, a number of experiments were conducted using different test scenarios. These scenarios provide evidence that our approach based on multi-factor criteria successfully allocates the most suitable resources for executing a process in real and flexible environments. In order to demonstrate this assertion, we use a help-desk process as a real case study.
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