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

Abstract
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.

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