工作流程管理技術隨著企業的廣泛運用而越來越成熟，然而，在工作流程管理中有一個重要的環節仍未整合—就是非預期的例外處理。非預期的例外不僅影響工作流程管理系統的效能；同時反應了工作流程設計的缺陷。本研究提出一個架構，以case-based reasoning的方式，希望針對例外的歷史資料分析找出例外的處理法則。這些法則將影響後續的例外處理效能與工作流程演化。
本研究的架構裡主要包含了三部份：一、針對工作流程例外型態建立一分類架構；二、例外例資料庫；三、從歷史性資料萃取出的例外處理模板。當一例外發生時，例外會依據例外分類定義的屬性找出適當的類別。在每一個例外類別裡，會透過比較類別內模板所包含的參數找出最接近這個新例外的標準處理模板。然後，新例外會參考標準處理模板的建議進行例外處理，最終這個處理完的例外例會被紀錄起來，再利用學習機制形成適當的模板。本研究裡除了例外處理架構外，尚討論了如何從一堆例外例中找出標準處理模板的學習機制。在論文的最後，本研究透過一個個案討論的方式展現整個架構運作的方式。

Workflow management is more and more popular and its technologies are becoming more and more mature. However, an important feature that is essential to many business process are left unsolved – namely the unexpected exception handling. Not only does unexpected exceptions degrade the performance of WFMS, it also reflects the defects of workflow design. Our research proposes a framework that uses case-based reasoning to find exception handling rules from historical exception instances. These exception handling rules can help both improving exception handling performance and enabling workflow evolution.
Our framework includes an exception taxonomy, an exception case base, and a set of exception naïve models. When an exception occurs, it is classified into a particular category according to the exception taxonomy. Within the category a number of attributes are compared and a naïve model that best represents the incoming exception is identified. It is then adapt to the current environment for an appropriate handling approach. We discuss in the thesis how to discover naïve models from a set of exception instances. A case is finally studied to demonstrate the feasibility of our framework and address the issues of some subtle considerations.

本文目錄
第一章 緒論 1
第二章 研究目的及動機 3
第三章 文獻探討 4
3.1. 工作流程背景知識 4
3.2. 例外的分類 6
3.3. 工作流程例外的處理 8
3.4. CASE-BASED REASONING(CBR) 13
第四章 例外處理架構 16
4.1. 外部架構 16
4.2. 例外處理機制 17
4.3. 例外例處理方式(ACTION)的表示方法 18
4.4. 例外分類 (EXCEPTION TAXONOMY) 19
4.5. 學習機制 25
第五章 個案討論 32
5.1. 例外例 34
5.2. 利用CASE BASED REASONING找出NAÏVE MODEL 40
5.3. 有向圖距離的變化 49
第六章 研究限制 52
第七章 結論 52
參考文獻 53

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