Optimizing Data Quality Issues in Process Mining to Maximize Valuable Customer Service

Sathyalakshmi, S.; Ramamoorthy, S.; Rajavarman, V. N.

doi:10.1166/jctn.2019.7882

Cited by 1 publication

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“…To gain insights into internal transaction fraud mitigation, Jans et al proposed a PM framework which covered the stages of event log preparation, event log inspection, control-flow analysis, role analysis, case analysis, and so on [27]. Sathyalakshmi et al focused on the issues of data quality for PM in the domain of customer service [28]. Mahendrawathi et al analyzed the production plan process based on dotted chart technique and heuristic miner under the guidance of PM framework [29].…”

Section: Business Process Analysis Based On Pmmentioning

confidence: 99%

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

Wang

et al. 2019

Applied Sciences

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To improve the service quality of complaint handling service in a manufacturing company, it is key to analyze the business processes. Process mining is quite a useful approach to diagnose complaint handling service process problems, such as bottlenecks and deviations. However, the current business process analysis methodologies based on process mining mainly focus on operational process analysis and neglect other system level analysis. In this study, we introduce 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, the process mining results analysis can be carried out across different system levels. A case study in a big manufacturing company in China is implemented to verify our approach. In the case study, 42 complaint handling process management factors are identified and the complaint handling process management Accimap model is created. The testing results by Rasmussen’s seven predictions in his risk management framework show that Accimap method presents a systematic approach to analyze the process diagnosis results based on process mining.

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Section: Business Process Analysis Based On Pmmentioning

confidence: 99%

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

Wang

et al. 2019

Applied Sciences

View full text Add to dashboard Cite

show abstract

Optimizing Data Quality Issues in Process Mining to Maximize Valuable Customer Service

Cited by 1 publication

References 0 publications

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

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

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