Dynamic human resource selection for business process exceptions

Abstract

A key capability of today's organizations is to flexibly and effectively react to unexpected events. A critical case of an unexpected event is sudden unavailability of human resources, which was not properly addressed by existing resource allocation approaches. This paper proposes a systematic approach that analyzes event logs to select suitable substitutes if the initial human resources become unavailable. The approach uses process mining and social network analysis to derive a metric called degree of substitution, which measures how much the work experiences of the human resources overlap, from the two perspectives: task execution and transfer of work. Along with the metric, suitable substitutes are also identified. A simulation demonstrates that the approach identifies suitable substitutes more effectively and accurately than existing allocation methods such as role‐based allocation or random allocation. The proposed approach will increase the effectiveness of dynamic allocation of human resources, especially in an exceptional situation.