Resource Optimization in Business Processes
Remco Dijkman (Eindhoven University of Technology, NL)

In administrative processes, such as financial or governmental processes, humans typically do most of the work and must be allocated to tasks in an efficient manner. This allocation is made complicated by the different authorizations and the varying effectiveness of people for tasks. Moreover, administrative processes operate under substantial uncertainty, as the customer’s journey through the process typically is uncertain upon their arrival. To help solve this problem, we present a framework for resource optimization in administrative processes and delineate its differences from existing resource allocation models. We proceed to show several resource allocation solutions that have been developed with the framework. We specifically address the challenges that are encountered when implementing these solutions, some of which remain unresolved. By doing so we aim to shed light on promising avenues for future research in this domain.