Models of work processes support coordination and management in several ways. Standardized processes provide a frame of reference for communication, while workflow automation decreases manual coordination overhead. This paper investigates model driven work management for ad-hoc knowledge work, where processes are not fully predefined. The challenges that such processes pose include evolving incomplete plans, ambiguous and changing terminology, exception handling, customization and personalization. We have developed process-oriented, model-driven systems, architectures and modelling frameworks that meet these challenges .The opportunities that process models bring, include collaborative planning, updated overviews, contextual work support, and knowledge management integrated in practice. Experience from plant maintenance, and from project work in virtual enterprises, show that these technologies are useful.
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