scholarly journals A Business Process Analysis Methodology Based on Process Mining for Complaint Handling Service Processes

2019 ◽  
Vol 9 (16) ◽  
pp. 3313 ◽  
Author(s):  
Wu ◽  
He ◽  
Wang ◽  
Wen ◽  
Yu
Keyword(s):  
Business Process ◽  
Process Management ◽  
Process Mining ◽  
Process Analysis ◽  
System Level ◽  
Service Process ◽  
Complaint Handling ◽  
Business Process Analysis ◽  
Manufacturing Company

To improve the service quality of complaint handling service in a manufacturing company, it is key to analyze the business processes. Process mining is quite a useful approach to diagnose complaint handling service process problems, such as bottlenecks and deviations. However, the current business process analysis methodologies based on process mining mainly focus on operational process analysis and neglect other system level analysis. In this study, we introduce the method of Accimap from the discipline of accident analysis to analyze the diagnosis results of process mining. By creating a complaint handling service process management Accimap model, the process mining results analysis can be carried out across different system levels. A case study in a big manufacturing company in China is implemented to verify our approach. In the case study, 42 complaint handling process management factors are identified and the complaint handling process management Accimap model is created. The testing results by Rasmussen’s seven predictions in his risk management framework show that Accimap method presents a systematic approach to analyze the process diagnosis results based on process mining.

scholarly journals No Longer Out of Sight, No Longer Out of Mind? How Organizations Engage with Process Mining-Induced Transparency to Achieve Increased Process Awareness

2021 ◽  
Author(s):  
Julia Eggers ◽  
Andreas Hein ◽  
Markus Böhm ◽  
Helmut Krcmar
Keyword(s):  
Business Process ◽  
Process Management ◽  
Business Processes ◽  
Process Mining ◽  
Process Analysis ◽  
Structured Interviews ◽  
Business Process Analysis ◽  
Starting Point ◽  
Shared Awareness ◽  
Induced Transparency

AbstractIn recent years, process mining has emerged as the leading big data technology for business process analysis. By extracting knowledge from event logs in information systems, process mining provides unprecedented transparency of business processes while being independent of the source system. However, despite its practical relevance, there is still a limited understanding of how organizations act upon the pervasive transparency created by process mining and how they leverage it to benefit from increased process awareness. Addressing this gap, this study conducts a multiple case study to explore how four organizations achieved increased process awareness by using process mining. Drawing on data from 24 semi-structured interviews and archival sources, this study reveals seven sociotechnical mechanisms based on process mining that enable organizations to create either standardized or shared awareness of sub-processes, end-to-end processes, and the firm’s process landscape. Thereby, this study contributes to research on business process management by revealing how process mining facilitates mechanisms that serve as a new, data-driven way of creating process awareness. In addition, the findings indicate that these mechanisms are influenced by the governance approach chosen to conduct process mining, i.e., a top-down or bottom-up driven implementation approach. Last, this study also points to the importance of balancing the social complications of increased process transparency and awareness. These results serve as a valuable starting point for practitioners to reflect on measures to increase organizational process awareness through process mining.

scholarly journals Business Process Analysis and Improvement on Training Management in Government Training Institution (Case Study of Institution XYZ)

2019 ◽  
Vol 4 (2) ◽  
pp. 202
Author(s):  
Uli Mahendra Kurniawan ◽  
Ismiarta Aknuranda ◽  
Tri Astoto Kurniawan
Keyword(s):  
Business Process ◽  
Business Process Management ◽  
Process Management ◽  
Business Processes ◽  
Process Analysis ◽  
Training Institution ◽  
Business Process Analysis ◽  
Version 2.0 ◽  
Current Business

The target indicators for the success of training conducted by the XYZ institution in 2018 are achieved in un-ideal conditions. The target of the average Competency Gap Index (CGI) value is achieved by reducing the measurement parameters of the work competency standard (SKK). This condition is a fact that the success of the training in the XYZ institution still lacks in its achievements. Based on the explanation of the problem, this study will apply the concept of Business Process Management (BPM) to conduct an analysis of the business process of conducting training in the XYZ institution to identify the possible problems that occur in the business process. This study aims to analyze and modeling the current business process of training program (as-is). The research methodology uses literature studies and data collection from interviews, observations, and supporting documents. The results of this study are proposed business processes (to-be) which are recommendations for improvement in current business processes (as-is). The business process is modeled used the standard modeling of Business Process and Notation (BPMN) version 2.0.

Mining Patterns Using Business Process Management

2018 ◽  
pp. 78-89 ◽  
Author(s):  
Ishak H. A. Meddah ◽  
Khaled Belkadi
Keyword(s):  
Business Process ◽  
Process Management ◽  
Pattern Mining ◽  
Process Mining ◽  
Process Analysis ◽  
Finite State Automaton ◽  
Event Logs ◽  
Execution Traces ◽  
Business Process Analysis ◽  
Finite State

Process mining provides an important bridge between data mining and business process analysis. This technique allows for the extraction of information from event logs. In general, there are two steps in process mining: correlation definition or discovery and then process inference or composition. Firstly, the authors mine small patterns from log traces of two applications; those patterns are the representation of the execution traces of a business process. In this step, the authors use existing techniques. The patterns are represented by finite state automaton or their regular expression. The final model is the combination of only two types of small patterns that are represented by the regular expressions (ab)* and (ab*c)*. Secondly, the authors compute these patterns in parallel and then combine those small patterns using the composition rules. They have two parties. The first is the mine, where the authors discover patterns from execution traces, and the second is the combination of these small patterns. The pattern mining and the composition is illustrated by the automaton existing techniques.

scholarly journals Process Modelling Based on Event Logs

2018 ◽  
Vol 1 (1) ◽  
pp. 385-392
Author(s):  
Edyta Brzychczy
Keyword(s):  
Process Management ◽  
Process Mining ◽  
Process Analysis ◽  
Process Modelling ◽  
Process Models ◽  
Sources Of Information ◽  
Event Logs ◽  
It Systems ◽  
Many Sources

Abstract Process modelling is a very important stage in a Business Process Management cycle enabling process analysis and its redesign. Many sources of information for process modelling purposes exist. It may be an analysis of documentation related directly or indirectly to the process being analysed, observations or participation in the process. Nowadays, for this purpose, it is increasingly proposed to use the event logs from organization’s IT systems. Event logs could be analysed with process mining techniques to create process models expressed by various notations (i.e. Petri Nets, BPMN, EPC). Process mining enables also conformance checking and enhancement analysis of the processes. In the paper issues related to process modelling and process mining are briefly discussed. A case study, an example of delivery process modelling with process mining technique is presented.

An Overview of Business Process Management

2013 ◽  
pp. 373-381
Author(s):  
Wei Zhou ◽  
Yixuan Zhou ◽  
Jinwu Yang ◽  
Shaowen Yao
Keyword(s):  
Business Process ◽  
Business Process Management ◽  
Process Management ◽  
Process Analysis ◽  
Workflow Technology ◽  
Business Process Analysis ◽  
History Of ◽  
Analysis Design ◽  
Implementation Management

BPM (Business Process Management) includes support for business process analysis, design, implementation, management methods, techniques, and tools. This chapter introduces the origin of BPM technology and development, covering four fields: Business Process Management benefits, the history of BPM, classification of Business process, the lifecycle of BPM, and Business Process Modeling Techniques. In addition, the authors also determine that the present workflow technology is not enough to exist in the root causes of some deficiencies; concluding the chapter with the future of workflow technology trends.

Sign in / Sign up

Export Citation Format

Share Document