Design And Implementation Of Support Uncertainty Management System Of Service Process

With the booming of modern service industry and social division of labor furtherdetailed, the interaction between enterprises is becoming more frequent, which makesthe external environment that the service enterprises are facing is more complex. Inorder to cope with the complex environment, service enterprises often need to optimizetheir business processes to improve their service quality. To be able to respond quicklyto customer demand, to accelerate the operation of the business process, and to managetheir own processes, service enterprises need a service process management system tosupport process modeling, deployment, operation and monitoring. Meanwhile, thecomplexity of the enterprise survival environment and the inability of the serviceenterprise to control the global make it inevitable that a variety of uncertain events willoccur in the running of its business processes. The uncertainty will reduce the quality ofservice, or may result in the failure of the entire service.The existing service process management system cannot support the dynamicevolution of the process to handle uncertainty dynamically. In view of that, the thesisdesigns and implements a service process management system that supports theuncertainty, improving the adaptability of it. With the help of this system managing theirservice process, service enterprises can perform a dynamic evolution of the process toimprove its ability to adapt to environmental changes. This thesis completes thefollowing work:First of all, some research about the uncertainty support mechanism is done in thisthesis by studying the international shipping logistics exporting processes. By extractingthe uncertainty and service resources of exporting process, the thesis builds theuncertain classification and description model and the resource description model,which provide the basic data for handling uncertainty.Secondly, analyzed the flexible workflow theory and the JBPM4.3workflow enginetechnology, this thesis designs and implements a dynamic evolution mechanism ofservice process based on JBPM4.3workflow engine, in order to meet the dynamicneeds due to uncertain events in the service process management system.Furthermore, the uncertainty process is designed and implemented for eachprocessing countermeasures.Finally, based on process management, with emphasis on the uncertainty eventhandling mechanism, this thesis analyses and design the system: dividing the systemmodules, designing the system architecture and database. And integrated the JBPM4.3workflow engine and Spring, it implements the service process management system thatsupports the uncertainty, which enterprises can use to administrate the processes and support them evolve dynamically to deal with uncertainty in their entire life cycle.