Abstract
Businesses need to run their processes for field and service operations effectively and efficiently, providing good service at reasonable costs. Due to the changing nature of businesses including their environment and due to their intrinsic complexity, processes may require adaptation on a regular basis. Modern analytics can help improve processes and their execution by extracting the real process from workflow data (process mining), pointing to problems like bottlenecks and loops, by detecting emerging or changing patterns in demand and in the execution of processes (change pattern mining). We will present a variety of the tools and techniques we have designed covering the above and give examples for their successful application.
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Notes
- 1.
Real data from a telecommunications company.
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Spott, M., Nauck, D., Taylor, P. (2013). Modern Analytics in Field and Service Operations. In: Owusu, G., O’Brien, P., McCall, J., Doherty, N. (eds) Transforming Field and Service Operations. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-44970-3_6
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