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2012 | OriginalPaper | Chapter
Combining Process Mining and Statistical Methods to Evaluate Customer Integration in Service Processes
Authors : Michael Leyer, Jürgen Moormann
Published in: Business Process Management Workshops
Publisher: Springer Berlin Heidelberg
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The integration of customers in service processes leads to interruptions in the processing of customer orders. To still enable an efficient delivery, we propose a new approach combining ideas of process mining and statistical methods. The aim of the paper is to identify patterns of customer integration within event logs of a service process and to make the impact of these patterns on the processing time more transparent and predictable. The approach will be applied to a quantitative case study using a financial service process as an example. The results provide the opportunity for identifying adequate steps for improving the control of service processes.