Real-Time Exception Management Decision Model (RTEMDM): Applications in Intelligent Agent-Assisted Decision Support in Logistics and Anti-Money Laundering Domains

With the increased complexity and uncertainty in business operations, adaptive and collaborative business processes and exception management (EM) are gaining attention. The current EM practice however offers inadequate decision support for flexibility and adaptability in EM, is lack of the consideration of legacy system and human intervention, and is limited when monitoring activities in real-time. To mitigate these problems, a real-time decision support approach in EM is proposed and investigated in two research phases. The first research phase focuses on the development of the conceptual framework - Real-Time Exception Management Decision Model (RTEMDM) - for design and development of real-time EM decision support system (DSS). The second research phase applies the proposed RTEMDM in logistics and anti-money laundering (AML) domains. Informed by the RTEMDM, multi-agent-based real-time EM DSSs for logistics and AML are designed, implemented, and evaluated. The proposed RTEMDM can guide the analysis, design, and development for a real-time EM DSS.