Escalation Management for the Monitoring of Critical Process and Project Activities

Improving the efficiency of business processes through automation is limited by the various manual and actor specific tasks. Even if no precise specifications of individual tasks are available, it is necessary to support the course of business processes appropriately. As an essential part of all support systems, a flexible escalation management component must be able to inform the user about imminent or existing exceptions to reduce the likeliness and additional costs of critical situations. The approach presented in this paper aims at the monitoring of information flows and time restrictions of process activities from the perspective of an individual user. The notification and escalation mechanism is adapted automatically to the observed behavior of the process participants.