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

1
College of Management and Economics, Tianjin University, Tianjin 300072, China
2
School of Software, Tsinghua University, Beijing 100084, China
3
School of Information and Communication Engineering, University of Electronic Science and Technology of China, Chengdu 611731, China
*
Author to whom correspondence should be addressed.
Appl. Sci. 2019, 9(16), 3313; https://doi.org/10.3390/app9163313
Received: 22 May 2019 / Revised: 3 August 2019 / Accepted: 9 August 2019 / Published: 12 August 2019
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Abstract

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. View Full-Text
Keywords: Accimap method; business process analysis; complaint handling service process; process mining Accimap method; business process analysis; complaint handling service process; process mining
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Wu, Q.; He, Z.; Wang, H.; Wen, L.; Yu, T. A Business Process Analysis Methodology Based on Process Mining for Complaint Handling Service Processes. Appl. Sci. 2019, 9, 3313.

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