Abstract
The integration of customers in service processes leads to interruptions in the processing of customer orders. To still enable an efficient delivery, we propose a new approach combining ideas of process mining and statistical methods. The aim of the paper is to identify patterns of customer integration within event logs of a service process and to make the impact of these patterns on the processing time more transparent and predictable. The approach will be applied to a quantitative case study using a financial service process as an example. The results provide the opportunity for identifying adequate steps for improving the control of service processes.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Sampson, S.E., Froehle, C.M.: Foundations and implications of a proposed unified services theory. POM Journal 15, 329–343 (2006)
Heckl, D., Moormann, J.: Operational Process Management in the Financial Services Industry. In: Wang, M., Sun, Z. (eds.) Handbook of Research on Complex Dynamic Process Management. Techniques for Adaptability in Turbulent Environments, pp. 529–550. IGI Global, Hershey (2010)
Davenport, T.H., Short, J.E.: The New Industrial Engineering. Information Technology and Business Process Redesign. SMR 31, 11–27 (1990)
van der Aalst, W.M.P., Reijers, H.A., Weijters, A.J.M.M., van Dongen, B.F., de Medeiros, A.K.A., Song, M., Verbeek, H.M.W.: Business Process Mining. An Industrial Application. IS 32, 713–732 (2007)
Kim, K.H., Bae, J.W., Song, J.Y., Lee, H.Y.: A distributed scheduling and shop floor control method. Comput. Ind. Eng. 31, 583–586 (1996)
Dey, A.K.: Understanding and using context. PUC 5, 4–7 (2001)
Bhatt, G.D.: Exploring the relationship between information technology, infrastructure and business process re engineering. BPMJ 6, 139–163 (2000)
Jelinek, R., Ahearne, M., Mathieu, J., Schillewaert, N.: A longitudinal examination of individual, organizational, and contextual factors on sales technology adoption and job performance. JMTP 14, 7–23 (2006)
Rosemann, M., Recker, J., Flender, C.: Contextualization of Business Processes. IJBPIM 3, 47–60 (2008)
Doerr, K.H., Arreola-Risa, A.: A worker-based approach for modeling variability in task completion times. IIE Transactions 32, 625–636 (2000)
Davies, M.N.: Bank-office process management in the Financial Services. A Simulation Approach Using a Model Generator. JORS 45, 1363–1373 (1994)
Klassen, K.J., Rohleder, T.R.: Demand and capacity management decisions in services. Int. J. Oper. Prod. Manag. 22, 527–548 (2002)
Fliess, S., Kleinaltenkamp, M.: Blueprinting the service company. Managing service processes efficiently. JBR 57, 392–404 (2004)
Burger, A., Moormann, J.: Performance analysis on process level. Benchmarking of transactions in banking. IJBAAF 2, 404–420 (2010)
Frei, F.X., Harker, P.T.: Measuring the Efficiency of Service Delivery Processes. An Application to Retail Banking. JSR 1, 300–312 (1999)
van Dongen, B.F., Crooy, R.A., van der Aalst, W.M.P.: Cycle Time Prediction: When Will This Case Finally Be Finished? In: Meersman, R., Tari, Z. (eds.) OTM 2008. LNCS, vol. 5331, pp. 319–336. Springer, Heidelberg (2008)
van der Aalst, W., Schonenberg, M., Song, M.: Time prediction based on process mining. IS 36, 450–475 (2011)
Yazici, B., Yolacan, S.: A comparison of various tests of normality. JSCS 77, 175–183 (2007)
Ruxton, G.D., Beauchamp, G.: Some suggestions about appropriate use of the Kruskal-Wallis test. Animal Behaviour 76, 1083–1087 (2008)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2012 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Leyer, M., Moormann, J. (2012). Combining Process Mining and Statistical Methods to Evaluate Customer Integration in Service Processes. In: Daniel, F., Barkaoui, K., Dustdar, S. (eds) Business Process Management Workshops. BPM 2011. Lecture Notes in Business Information Processing, vol 99. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-28108-2_14
Download citation
DOI: https://doi.org/10.1007/978-3-642-28108-2_14
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-28107-5
Online ISBN: 978-3-642-28108-2
eBook Packages: Computer ScienceComputer Science (R0)