EXPERT-SYSTEM TECHNOLOGY IN ORGANIZATIONAL PROCESS DOMAIN MODELING

Organisational processes are repetitive, time-consuming and interdepen dent, requiring several members to interact for successful completion. Moreover, when organisations change their operating procedures it bec omes difficult to carry out even routine tasks because of the confusio n and lack of communication. By studying the organisational processes and the knowledge required to execute them, we can create generic proc ess models that could be stored persistently in a repository. This pro cess repository can serve as a corporate knowledge base, which could b e accessed by intelligent computer assistants for automating organisat ional processes. This paper presents a framework of intelligent assist ants that can emulate the behaviour of human agents in organisational problem-solving. The generic process models can also be customised to meet the changing needs of the organisation. We present a domain model ling approach to organisational process modelling and an expert system for customising process models. The paper also describes the architec ture and design of the proof-of-concept prototype that supports organi sational process modelling, as well as process execution through intel ligent computer assistants.