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Workflow management systems (WfMSs) have been used to support various types of business processes for more than a decade now. In workflows or Web processes for e-commerce and Web service applications, suppliers and customers define a binding agreement or contract between the two parties, specifying quality of service (QoS) items such as products or services to be delivered, deadlines, quality of products, and cost of services. The management of QoS metrics directly impacts the success of organizations participating in e-commerce. Therefore, when services or products are created or managed using workflows or Web processes, the underlying workflow engine must accept the specifications and be able to estimate, monitor, and control the QoS rendered to customers. In this paper, we present a predictive QoS model that makes it possible to compute the quality of service for workflows automatically …