Workflow Based Complaint Management System

ABSTRACTContemporary workflow management systems are driven by explicit process models, i.e., a completely specified workflow design is required in order to enact a given workflow process. Creating a workflow design is a complicated time-consuming process and, typically, there are discrepancies between the actual workflow processes and the processes as perceived by the management. Therefore, we have developed techniques for discovering workflow models. The starting point for such techniques is a so-called "workflow log" containing information about the workflow process as it is actually being …