Institutional Repository
Technical University of Crete
Technical University of Crete
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EL
| URI: | http://purl.tuc.gr/dl/dias/DC4745EE-F7EB-4981-AF72-A7B6ACFD22E7 | ||
| Year | 2015 | ||
| Type of Item | Peer-Reviewed Journal Publication | ||
| License |
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| Bibliographic Citation | P. Delias, M. Doumpos and N. Matsatsinis, "Business process analytics: a dedicated methodology through a case study," Euro J. Decis. Process., vol. 3, no. 3, pp. 357-374, Nov. 2015. doi:10.1007/s40070-015-0050-4 https://doi.org/10.1007/s40070-015-0050-4 | ||
| Appears in Collections |
Business process analytics is a set of techniques that can be applied to event datasets created by logging the execution of business processes, and emerges as a promising decision aid field. In this work we propose a methodology based on the process mining approach to guide the implementation of process analytics projects. Following a conceptual analysis of existing methodologies, we extract the common methodological steps and present a practical synthesis. The proposed methodology reaches the business need of exposing more than just a static, marginal snapshot of performance by considering a process perspective. We present the methodology in tandem with a case study of a customer service request handling process. We analyze a real dataset containing events from an incident and a problem management information system, and deliver results that eventually can raise the capacity of the company to manage the process.
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