Login
Registrati
Reimposta password
Pubblica & Distribuisci
Soluzioni Editoriali
Soluzioni di Distribuzione
Temi
Architettura e design
Arti
Business e Economia
Chimica
Chimica industriale
Farmacia
Filosofia
Fisica
Geoscienze
Ingegneria
Interesse generale
Legge
Letteratura
Linguistica e semiotica
Matematica
Medicina
Musica
Scienze bibliotecarie e dell'informazione, studi library
Scienze dei materiali
Scienze della vita
Scienze informatiche
Scienze sociali
Sport e tempo libero
Storia
Studi classici e del Vicino Oriente antico
Studi culturali
Studi ebraici
Teologia e religione
Pubblicazioni
Riviste
Libri
Atti
Editori
Blog
Contatti
Cerca
EUR
USD
GBP
Italiano
English
Deutsch
Polski
Español
Français
Italiano
Carrello
Home
Riviste
Foundations of Management
Volume 12 (2020): Numero 1 (January 2020)
Accesso libero
Application of Process Mining on the Example of an Authorized Passenger Car Service Station in Poland
Agnieszka Bitkowska
Agnieszka Bitkowska
,
Piotr Sliż
Piotr Sliż
,
Candace Tenbrink
Candace Tenbrink
e
Aleksandra Piasecka
Aleksandra Piasecka
| 21 set 2020
Foundations of Management
Volume 12 (2020): Numero 1 (January 2020)
INFORMAZIONI SU QUESTO ARTICOLO
Articolo precedente
Articolo Successivo
Sommario
Articolo
Immagini e tabelle
Bibliografia
Autori
Articoli in questo Numero
Anteprima
PDF
Cita
CONDIVIDI
Pubblicato online:
21 set 2020
Pagine:
125 - 136
DOI:
https://doi.org/10.2478/fman-2020-0010
Parole chiave
business process
,
process maturity
,
process mining
,
process discovery
,
after-sales
,
automotive
© 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)
Figure 2
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)
Figure 4
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)
Figure 6
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)
Figure 8
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)
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)