Service Process Modeling And Analysis For Broad Band Operator Based On YAWL

As the development of communication technical and the establishment of new policy in broad band industry, it is a chance, but also a challenge for the broad band operator in china ,and the completion between broad band operators becomes more and more drastically. The service efficiency and quality can be improved by the soundly design of service process, which is benefit for the advance of Competitiveness for broad band operators.Research Status of Petri net, workflow, workflow net and YAWL at Home and abroad was particular analyzed, and it is found that the service process in broad band industry lacks much study. After the study of some process modeling languages, the conclusion was gained that YAWL (Yet Another Workflow Language) has more advantages than others. Some theories of YAWL and the symbol used in the process modeling was introduced, and then the definition, the most common techniques and expansion of Petri net was explained, later the definition, the four basic route and the popular workflow modeling languages and software was presented. And the definition of workflow net which is proposed by Aalst was also illuminate. In the principal part of this paper, firstly, the service process was decomposed to four parts of advisory process, business transaction process, net fault notify and repair process, customer relationship maintenance process, which were described by the business process chart. Secondly, the service processes described by business process chart were mapped onto a new process model based on YAWL. Thirdly, the process model based on YAWL was analyzed by reachable tree method to be safely, reachable, lively and fairly. Finally, the process model based on YAWL was successfully used in the community broad band business of HT Company, which proved that this model is reasonable and useful.The lacks and future research of this paper was also presented: 1.the simulation analysis of this model, 2. the modeling and analysis of some other business process of broad band operators, 3. the details research of resource assignment related to those service processes.