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

Wu, Qiong; He, Zhen; Wang, Haijie; Wen, Lijie; Yu, Tongzhou

doi:10.3390/app9163313

Cited by 8 publications

(7 citation statements)

References 38 publications

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“…This would measure the generalizability of this research, and make it possible to enhance it, wherever the room for improvement can be found. Finally, employing a business process analysis methodology such as process mining may prove to be a useful approach to help determine data mining goals through the identification of an organization's bottlenecks and deviations [37].…”

Section: Discussionmentioning

confidence: 99%

Automated Business Goal Extraction from E-mail Repositories to Bootstrap Business Understanding

2021

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The Cross-Industry Standard Process for Data Mining (CRISP-DM), despite being the most popular data mining process for more than two decades, is known to leave those organizations lacking operational data mining experience puzzled and unable to start their data mining projects. This is especially apparent in the first phase of Business Understanding, at the conclusion of which, the data mining goals of the project at hand should be specified, which arguably requires at least a conceptual understanding of the knowledge discovery process. We propose to bridge this knowledge gap from a Data Science perspective by applying Natural Language Processing techniques (NLP) to the organizations’ e-mail exchange repositories to extract explicitly stated business goals from the conversations, thus bootstrapping the Business Understanding phase of CRISP-DM. Our NLP-Automated Method for Business Understanding (NAMBU) generates a list of business goals which can subsequently be used for further specification of data mining goals. The validation of the results on the basis of comparison to the results of manual business goal extraction from the Enron corpus demonstrates the usefulness of our NAMBU method when applied to large datasets.

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Section: Discussionmentioning

confidence: 99%

Automated Business Goal Extraction from E-mail Repositories to Bootstrap Business Understanding

2021

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“…Moreover, a case study method enables to develop a better insight into a complex and relatively unexplored phenomenon [59]. In particular, in the area of applied industrial technologies this research methodology as proven to be a valid way to study a vast range of topics such as assembly line design [60], product innovation [61], product service design [62] and business process analysis [63].…”

Section: Methodsmentioning

confidence: 99%

A Combined Use of TRIZ Methodology and Eco-Compass tool as a Sustainable Innovation Model

et al. 2020

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In recent years, there has been an increase in the adoption of quality tools by companies. As such, there has been a commitment to innovation by the organizations to obtain competitive advantages by the development of new products and technologies focused on the creation of economic value but also on delivering sustainability. This study aims to develop an application model of the inventive resolution theory in conjunction with the Eco-Compass ecological innovation tool, in order to allow solutions to be obtained systematically, and to present a performance increase of certain environmental parameters, promoting thus sustainable innovation. The case study research methodology is used to frame the research. The company under study is Nokia enterprise, located in Portugal, which offers a set of services related to telecommunications infrastructures. The unit of analysis is the department of transformation and continuous improvement, and the study illustrated the application of combined use of theory of inventive problem solving (TRIZ) and Eco-compass to develop innovative solutions systematically. The results show that it is possible to achieve innovation according to a certain level of established sustainable environmental parameters, while at the same time solving the identified inventive problem.

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“…Additionally, they implemented these strategies and tested them in both business-like event logs, as recorded in a higher educational enterprise resource planning system, and a real case scenario involving a set of Dutch municipalities. − In [23], the authors introduced 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 and using it across different system levels.…”

Section: Related Workmentioning

confidence: 99%

“…The behavioral sequence (BS) analysis results on the Experimental Dataset-2. ,10,11,12,13,14,15,16,17,18,19,20,21,22,23,24,25,26,27,28,29,30,31,32,33,34,35,36,37,38,39,40,41,42,43 …”

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confidence: 99%

Functional Integration with Process Mining and Process Analyzing for Structural and Behavioral Properness Validation of Processes Discovered from Event Log Datasets

Kim

2020

Applied Sciences

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In this paper, we propose an integrated approach for seamlessly and effectively providing the mining and the analyzing functionalities to redesigning work for very large-scale and massively parallel process models that are discovered from their enactment event logs. The integrated approach especially aims at analyzing not only their structural complexity and correctness but also their animation-based behavioral properness, and becomes concretized to a sophisticated analyzer. The core function of the analyzer is to discover a very large-scale and massively parallel process model from a process log dataset and to validate the structural complexity and the syntactical and behavioral properness of the discovered process model. Finally, this paper writes up the detailed description of the system architecture with its functional integration of process mining and process analyzing. More precisely, we excogitate a series of functional algorithms for extracting the structural constructs and for visualizing the behavioral properness of those discovered very large-scale and massively parallel process models. As experimental validation, we apply the proposed approach and analyzer to a couple of process enactment event log datasets available on the website of the 4TU.Centre for Research Data.

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

Cited by 8 publications

References 38 publications

Automated Business Goal Extraction from E-mail Repositories to Bootstrap Business Understanding

Automated Business Goal Extraction from E-mail Repositories to Bootstrap Business Understanding

A Combined Use of TRIZ Methodology and Eco-Compass tool as a Sustainable Innovation Model

Functional Integration with Process Mining and Process Analyzing for Structural and Behavioral Properness Validation of Processes Discovered from Event Log Datasets

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