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Process Mining for the Analysis of Pre-sales Customer Service Process – A Hidden Observation in a Polish Automotive Organization

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Digital Transformation (PLAIS EuroSymposium 2021)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 429))

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Abstract

The main goal of the article was to present the pre-sales of the customer service process using process mining, i.e. assessing the course of activities related to establishing contact with the customer and presenting the sale offer. As a result of the completed proceedings, it was noticed that the examined pre-sales process requires optimization due to such parameters as: long time of implementation of activities in the process, failure to take actions aimed at presenting the offer and incompatible with the clients inquiry presentation. The proceedings described in this article proved that it is possible to analyse the pre-sales process described using the combination of hidden non-participant observation methods and process mining. Unlike expost studies based on data provided by the surveyed organizations, the proposed solution eliminates errors related to data quality, but it is prone to errors related to IT infrastructure, which include problems with e-mail recipients or problems with delivery of messages.

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Notes

  1. 1.

    Data formulated on the basis of the quantitative bibliometric analysis based on the Web of Science database, access 08.01.2020.

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Authors and Affiliations

  1. Uniwersytet Gdański, Wydział Zarządzania, ul. Armii Krajowej 101, 81-824, Sopot, Poland

    Piotr Sliż & Emilia Dobrowolska

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  1. Piotr Sliż
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  2. Emilia Dobrowolska
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Correspondence to Piotr Sliż .

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Editors and Affiliations

  1. University of Gdansk, Sopot, Poland

    Stanisław Wrycza

  2. University of Gdansk, Sopot, Poland

    Jacek Maślankowski

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Sliż, P., Dobrowolska, E. (2021). Process Mining for the Analysis of Pre-sales Customer Service Process – A Hidden Observation in a Polish Automotive Organization. In: Wrycza, S., Maślankowski, J. (eds) Digital Transformation. PLAIS EuroSymposium 2021. Lecture Notes in Business Information Processing, vol 429. Springer, Cham. https://doi.org/10.1007/978-3-030-85893-3_10

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  • DOI: https://doi.org/10.1007/978-3-030-85893-3_10

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