2021
DOI: 10.1108/bpmj-04-2021-0217
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Assessing business process complexity based on textual data: Evidence from ITIL IT ticket processing

Abstract: PurposeThis study aims to draw the attention of business process management (BPM) research and practice to the textual data generated in the processes and the potential of meaningful insights extraction. The authors apply standard natural language processing (NLP) approaches to gain valuable knowledge in the form of business process (BP) complexity concept suggested in the study. It is built on the objective, subjective and meta-knowledge extracted from the BP textual data and encompassing semantics, syntax an… Show more

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Cited by 11 publications
(6 citation statements)
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References 93 publications
(125 reference statements)
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“…For this study, we use complexity theory as an overarching theory. Conceptualizing dynamic market requirements with complexity perspective allows the analysis to be relevant and rigorous (Rizun et al, 2021;Cunha and Joao Vieira, 2006;Varnali, 2019). Figure 1 shows the conceptual framework from complexity theory perspective in three organizational processes: Sensing is a value discovery process that understands the nature of market challenges and conceives tangible dynamic market expectations (Eldor, 2020;Felin and Powell, 2016).…”
Section: A Conceptual Framework: Complexity Theory Perspectivementioning
confidence: 99%
See 1 more Smart Citation
“…For this study, we use complexity theory as an overarching theory. Conceptualizing dynamic market requirements with complexity perspective allows the analysis to be relevant and rigorous (Rizun et al, 2021;Cunha and Joao Vieira, 2006;Varnali, 2019). Figure 1 shows the conceptual framework from complexity theory perspective in three organizational processes: Sensing is a value discovery process that understands the nature of market challenges and conceives tangible dynamic market expectations (Eldor, 2020;Felin and Powell, 2016).…”
Section: A Conceptual Framework: Complexity Theory Perspectivementioning
confidence: 99%
“…For this study, we use complexity theory as an overarching theory. Conceptualizing dynamic market requirements with complexity perspective allows the analysis to be relevant and rigorous (Rizun et al. , 2021; Cunha and Joao Vieira, 2006; Varnali, 2019).…”
Section: A Conceptual Framework: Complexity Theory Perspectivementioning
confidence: 99%
“…The classifiers involved are KNN, DT, NB, Logistic Regression (LR), and SVM. Following their previous rulebased implementations [12]- [14], they have proposed a semisupervised classification algorithm named QuickSuccess. They have performed analysis for multi-label classification (High, Medium and Low).…”
Section: Related Workmentioning
confidence: 99%
“…Besides, another group of studies aiming to deal with process complexity in organizations consider it from the specific perspective of process models, workflows, and event logs [27][28][29]. Another rather unconventional approach to process complexity is suggested in [30]. The authors study the complexity of IT Service Management processes through the lens of textual data massively generated in the organizations and the related readability and understandability of textual work instructions.…”
Section: Related Workmentioning
confidence: 99%
“…Subsequently, we pose a question about how we can obtain this information. Textual data generated inside and outside organizations remain one of the most valuable types of unstructured data [30,[48][49][50]. Hence, we consider textual complexity as the third type of complexity, which, among others, reflects the people component in organizations.…”
mentioning
confidence: 99%