Journal of Korean Institute of Industrial Engineers (대한산업공학회지)

Korean Institute of Industrial Engineers (대한산업공학회)
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Analyzing Repair Processes Using Process Mining : A Case Study

프로세스 마이닝을 활용한 제품 수리 프로세스 분석 사례연구

  • Yang, Hanna (School of Business Administration, Ulsan National Institute of Science and Technology (UNIST)) ;
  • Song, Minseok (School of Business Administration, Ulsan National Institute of Science and Technology (UNIST))
  • 양한나 (울산과학기술대학교 경영학부) ;
  • 송민석 (울산과학기술대학교 경영학부)
  • Received : 2014.08.25
  • Accepted : 2014.09.26
  • Published : 2015.02.15
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Abstract

A lot of research works in the BPM area focuses on the development of new techniques in process mining. Even though the application of process mining to analyze real life process logs is important, only few case studies are available. Thus, in this paper, we conduct a case study on how to analyze a real life process log which comes from a Korean company in the heavy industry area. We analyze a customer service process that consists of a series of activities to enhance the level of customer satisfaction. In this case study, five research questions are derived based on collected questions from the company. Then we focus on bottleneck analysis, basic performance analysis and pattern analysis that are selected in order to answer the research questions. The analysis shows some abnormal behaviors in the process and possible ways to improve current processes are suggested.

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References

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