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Business process analytics: a dedicated methodology through a case study

Matsatsinis Nikolaos, Michael Doumpos, Delias Pavlos, 1980-…

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URI: http://purl.tuc.gr/dl/dias/DC4745EE-F7EB-4981-AF72-A7B6ACFD22E7
Year 2015
Type of Item Peer-Reviewed Journal Publication
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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
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Summary

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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