Open Access

Application of Process Mining on the Example of an Authorized Passenger Car Service Station in Poland

Agnieszka Bitkowska

Agnieszka Bitkowska

Warsaw University of Technology, Faculty of ManagementWarsaw, POLAND
Search for this author on
Sciendo|Google Scholar
Bitkowska, Agnieszka
, 
Piotr Sliż

Piotr Sliż

University of Gdansk, Faculty of ManagementSopot, POLAND
Search for this author on
Sciendo|Google Scholar
Sliż, Piotr
, 
Candace Tenbrink

Candace Tenbrink

University of Houston-Downtown, ManagementHouston, UNITED STATES OF AMERICA
Search for this author on
Sciendo|Google Scholar
Tenbrink, Candace
 and 
Aleksandra Piasecka

Aleksandra Piasecka

Hamburg, GERMANY
Search for this author on
Sciendo|Google Scholar
Piasecka, Aleksandra
  
Sep 21, 2020
Application of Process Mining on the Example of an Authorized Passenger Car Service Station in Poland's Cover Image
About this article
Previous Article
Next Article
Cite
Download Cover
Published Online: Sep 21, 2020
Page range: 125 - 136
DOI: https://doi.org/10.2478/fman-2020-0010
Keywords
© 2020 Agnieszka Bitkowska et al., published by Sciendo
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Figure 1

Happy path characteristics in the after-sales service process (Source: Own study based on Celonis Snap)
Happy path characteristics in the after-sales service process (Source: Own study based on Celonis Snap)

Figure 2

Reference model of the examined after-sales service process (Source: Own study based on Celonis Snap)
Reference model of the examined after-sales service process (Source: Own study based on Celonis Snap)

Figure 3

Characteristics of 14 irregular cases (Source: Own study based on Celonis Snap)
Characteristics of 14 irregular cases (Source: Own study based on Celonis Snap)

Figure 4

Characteristics of 3 variant cases (Source: Own study based on Celonis Snap)
Characteristics of 3 variant cases (Source: Own study based on Celonis Snap)

Figure 5

Implementation times of each stage (Source: Own study based on Celonis Snap)
Implementation times of each stage (Source: Own study based on Celonis Snap)

Figure 6

Summary statistics on the process flow between the identified stages (Source: Own study based on Celonis Snap)
Summary statistics on the process flow between the identified stages (Source: Own study based on Celonis Snap)

Figure 7

Characteristics of the process lead time by repair type (Source: Own study based on Celonis Snap)
Characteristics of the process lead time by repair type (Source: Own study based on Celonis Snap)

Figure 8

Characteristics of the process by type of repair carried out (Source: Own study based on Celonis Snap)
Characteristics of the process by type of repair carried out (Source: Own study based on Celonis Snap)

Figure 9

Characteristics of the time of the process implementation due to the car model (Source: Own study based on Celonis Snap)
Characteristics of the time of the process implementation due to the car model (Source: Own study based on Celonis Snap)

Figure 10

Characteristics of the process under examination due to the process executor (technician 1 versus technician 5) (Source: Own study based on Celonis Snap)
Characteristics of the process under examination due to the process executor (technician 1 versus technician 5) (Source: Own study based on Celonis Snap)
Language:
English
Publication timeframe:
1 times per year
Journal Subjects:
Computer Sciences, Business Computing, Business and Economics, Business Management, Management Accounting, Financial Controlling, Cost Calculation, Investment
Journal RSS Feed