The Customer Complaint Process Management. Automation of ISO procedure. This procedure automates the usual (and very useful) event of customer complaint.. The procedure starts with the fill in of the complaint form. On this form there is the possibility to attach files. The tasks arise the one after the other in the Tasks menu of the employees of the company. The «operations manager» can see at any time what tasks are running, their past history, users that have been assigned and assignment and finish time. All this information is important in order to evaluate every employee's contribution into the company. Every customer complaint procedure is coordinated by an intelligent agent, named «CUST_COMPLAINT». The agent's action plan (process code) and cooperation with users (production code) are displayed in the Developer-Agent Prototypes. A flowchart is automatically created to show the work-flow of the procedure but also the progress of a running procedure. In order the application to run in multi user mode, using 3 tier configuration, needs an Application Server and Clients . The application can be freely redesigned (forms, menu, database schema, agent code,...) by an application programmer. In order to modify, test and run the agent a special debugger exists. The debugger in the same machine runs debugged not only the action plan of the agent but also the code of the activities that are assigned to users (in other machines). This way the «agent building» becomes a trivial programming task. In the action plan of the agent can be applied wait states, parallel execution split, and joins, or joins, ad hoc parallel splits and subprocess execution.

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