2010 | OriginalPaper | Buchkapitel
Analyzing Resource Behavior Using Process Mining
verfasst von : Joyce Nakatumba, Wil M. P. van der Aalst
Erschienen in: Business Process Management Workshops
Verlag: Springer Berlin Heidelberg
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It is vital to use accurate models for the analysis, design, and/or control of business processes. Unfortunately, there are often important
discrepancies between reality and models
. In earlier work, we have shown that simulation models are often based on incorrect assumptions and one example is the speed at which people work. The “Yerkes-Dodson Law of Arousal” suggests that a worker that is under time pressure may become more efficient and thus finish tasks faster. However, if the pressure is too high, then the worker’s performance may degrade. Traditionally, it was difficult to investigate such phenomena and few analysis tools (e.g., simulation packages) support workload-dependent behavior. Fortunately, more and more activities are being recorded and modern
process mining
techniques provide detailed insights in the way that people really work. This paper uses a new process mining plug-in that has been added to ProM to explore the
effect of workload on service times
. Based on historic data and by using regression analysis, the relationship between workload and services time is investigated. This information can be used for various types of analysis and decision making, including more realistic forms of simulation.