Abstract
Customer flow management (CFM) systems integrated hardware, sensing, software and data analysis technologies to delivery customer service processes. While the traditional CFM systems focus of managing customer queues independently of the service provided, this paper investigates business processes where flow management is an integral part of the business processes delivered. A method for design of the CFM systems is elaborated. The method focuses on identification and evaluation of business process delivery variants providing the best customer flow management performance. The evaluation is performed using static analysis and simulation, and run-time adjustment algorithms are used to alter process delivery according to the current execution context. The design method is applied in a case study exploring development of interactive museum expositions.
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