企業的運作是許多企業工作流程執行的結果，因此工作流程如能有效管理，企業的經營績效與競爭力勢必能顯著的提升。隨着工作流程複雜度與數目的驟增，工作流程問題發生的機率也跟著增加，因此如何維持工作流程運作之順暢遂成為工作流程管理的核心工作之一。而要使工作流程運作順暢，則須仰賴良好的例外事件處理機制，故本研究的目的即在發展一工作流程管理之例外事件處理機制，以利工作流程例外事件的處理。

　　本研究根據工作流程的運作分析與例外事件類型，規劃出例外事件處理機制策略、技術與方法。在例外事件處理的策略上，本研究採用半自動化處理模式，提供較彈性的處理手段；在例外事件處理的技術與方法方面，則結合以規則為基(Rule- Based)及案例為基(Case -Based)兩項技術作為發展例外事件處理機制的主軸。在Rule Based的部份，藉由ECA模式(Event、Condition、Action)設計例外事件處理法則的基本結構及具有監控及預警功能之例外事件處理法則；在Case Based方面，首先透過模糊邏輯演算屬性權重值及屬性值相似度，再透過案例相似度演算找出合適的歷史案例，以提供使用者或管理者作為排除例外事件的參考。

　　本研究依據所提出之例外事件處理策略及運用相關技術方法，設計出一獨立、整合式例外事件處理機制之模式與架構，進而發展一工作流程管理系統例外事件處理機制與相關演算法，最後以一案例驗證演算法的可行性與正確性。
　　
　　透過所提出之例外事件處理機制，本研究希望工作流程管理系統在面臨例外事件時，能確保流程的穩定與順暢，且能將過程中之處理結果回饋給系統，並將之以系統化與結構化的方式加以儲存，藉此累積流程知識與經驗，進而強化企業競爭力及降低成本，以提升企業營運績效。

　Enterprise performs many complex and inter-related business workflows to satisfy customers’ requirements and meet market changes. Proper workflow management can improve the business performance and competitiveness of the enterprise. However, the problems of workflow occur as the complexity and number of workflow increase. The smoothness and stability of workflow operation are therefore one of the main objectives of workflow management, and that highly depends on a well developed exception handling mechanism.

　The objective of this research is to develop an exception handling mechanism for workflow management. Based on workflow operation analysis and exception classification, this research first proposes an exception handling strategy, method and technology using an semi-automatic exception handling strategy. The strategy provides a more flexible mode for exception handling. A rule based solving method and a case based solving method are then developed for exception handling. In the case of rule based solving method, an exception rule pattern is designed based on ECA syntax structure. In the case of case based solving, fuzzy logic is employed to calculate attribute-value-similarities, and the similarities of cases are then computed based on all of the attribute-value-similarities to find out a suitable historical case(s) for reference.

　This paper also presents an integrateable exception handling architecture for workflow management. Based on this architecture, an exception handling algorithm for workflow management is developed with the results of the handling process so as to accumulate tacit knowledge and experience. The results of this research well help improve the performance of business workflow and thus enhance enterprise competitiveness.

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