Utilizing Twitter Data for Identifying and Resolving Runtime Business Process Disruptions

Abstract

The advent of web 2.0 technologies represents a paradigm shift in how individuals collaborate in their businesses and daily lives. Web 2.0 opens new opportunities for businesses to reconsider their strategies and operating models by taking a customer-centric approach, which creates a competitive advantage. Business Process Management (BPM) is taking advantage from this phenomenon (aka social business processes or business processes 2.0), embracing ‘social’ and embed it through different stages of the BP lifecycle. This paper contributes by a novel framework for the real-time monitoring and improvement of business processes by analyzing the huge amounts of social data, providing visibility and control, which leads to informed decision making and immediate corrective actions. Thus, the proposed framework bridges in the gap between the social and business worlds. The applicability, efficiency and utility of the proposed approach is validated through its application on a real-life case study of a leading telecommunication company.