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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
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Bitkowska, Agnieszka
, 
Piotr Sliż

Piotr Sliż

University of Gdansk, Faculty of ManagementSopot, POLAND
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Sliż, Piotr
, 
Candace Tenbrink

Candace Tenbrink

University of Houston-Downtown, ManagementHouston, UNITED STATES OF AMERICA
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Tenbrink, Candace
 und 
Aleksandra Piasecka

Aleksandra Piasecka

Hamburg, GERMANY
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Piasecka, Aleksandra
  
21. Sept. 2020
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Online veröffentlicht: 21. Sept. 2020
Seitenbereich: 125 - 136
DOI: https://doi.org/10.2478/fman-2020-0010
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© 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)
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