工作流服务品质评价模型研究

最近，工作流管理系统已广泛用于各种商业过程。在商业运作过程中，买卖双方签订协议或合同，规定具体的服务品质项目，如交货期、最后交货日期、产品品质和服务费用。要想在当今的市场环境里经营取得成功，需要对承诺的服务进行很好的管理，以确保提供高品质的服务。当组织的产品或服务由工作流程创建或管理时，那么使用的工作流管理系统就必须根据合同或协议的规定，预测、监视、控制提供给顾客服务的品质。为达成这个目标，首先要建立一个评价工作流服务品质的模型，然后开发相应的方法计算工作流的服务品质。

A Study of Workflow Quality of Service Measure Model

Workflow management system (WFMS) has been used in various business processes fo r the recent time. In business processes, buyers and suppliers define an agreeme nt or contract between the two parties, specifying quality of service (QOS) item s such as products or services to be delivered, deadlines of delivery, quality o f products, and service charge. Organizations operating in modern markets requir e an excellent service management. When services or products are created or mana ged using workflow processes, the underlying WFMS must predict, monitor, and con trol the QOS rendered to customers according to specifications of the agreement . To achieve these objectives, the first step is to develop an appropriate QOS m odel for workflow processes and develop methods to compute QOS.