Combining process mining and statistical methods to evaluate customer integration in service processes

Abstract

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. © 2012 Springer-Verlag.