scholarly journals A Method for Building Service Process Value Model Based on Process Mining

2020 ◽  
Vol 10 (20) ◽  
pp. 7311
Author(s):  
Xuequan Zhou ◽  
Gregory Zacharewicz ◽  
David Chen ◽  
Dianhui Chu
Keyword(s):  
Value Creation ◽  
Domain Knowledge ◽  
Service System ◽  
Process Mining ◽  
Service Process ◽  
Customer Requirements ◽  
Model Based ◽  
Collaborative Value Creation ◽  
Value Model

With the emergence and development of servitization, more and more enterprises are turning from product focus to service focus. Service is customer-oriented, and driven by customer requirements. Value is the goal pursued by all actors in the service. In order to analyze the mechanism of multi-actor collaborative value creation in the service process, this paper proposes a method for building a service process value model, based on process mining. Driven by the raw data and an event log of service activities and processes in the real world, stored in the service system, the method uses process mining techniques and combines domain knowledge to describe the construction steps of the service process value model at the conceptual level. We focus on the specific processes and activities in the service, and mainly consider the value creation of the activity. The model proposed in this paper aims, to reflect how service actors co-create value in the actual execution of service processes, and to help service actors achieve their value goals. We use a case study inspired by an industrial case to validate our idea. Moreover, we develop a new plug-in, based on the α-algorithm for ProM, to realize the model construction in the case study.

scholarly journals A Business Process Analysis Methodology Based on Process Mining for Complaint Handling Service Processes

2019 ◽  
Vol 9 (16) ◽  
pp. 3313 ◽  
Author(s):  
Wu ◽  
He ◽  
Wang ◽  
Wen ◽  
Yu
Keyword(s):  
Business Process ◽  
Process Management ◽  
Process Mining ◽  
Process Analysis ◽  
System Level ◽  
Service Process ◽  
Complaint Handling ◽  
Business Process Analysis ◽  
Manufacturing Company

To improve the service quality of complaint handling service in a manufacturing company, it is key to analyze the business processes. Process mining is quite a useful approach to diagnose complaint handling service process problems, such as bottlenecks and deviations. However, the current business process analysis methodologies based on process mining mainly focus on operational process analysis and neglect other system level analysis. In this study, we introduce the method of Accimap from the discipline of accident analysis to analyze the diagnosis results of process mining. By creating a complaint handling service process management Accimap model, the process mining results analysis can be carried out across different system levels. A case study in a big manufacturing company in China is implemented to verify our approach. In the case study, 42 complaint handling process management factors are identified and the complaint handling process management Accimap model is created. The testing results by Rasmussen’s seven predictions in his risk management framework show that Accimap method presents a systematic approach to analyze the process diagnosis results based on process mining.

Knowledge Management, Competitive Advantage, and Value Creation

2013 ◽  
Vol 4 (2) ◽  
pp. 59-71 ◽  
Author(s):  
Ingi Runar Edvardsson ◽  
Gudmundur Kristjan Oskarsson
Keyword(s):  
Decision Making ◽  
Human Capital ◽  
Knowledge Management ◽  
Competitive Advantage ◽  
Value Creation ◽  
Model Based ◽  
Customer Capital ◽  
Number Of Firms

The purpose of this paper is to analyse the effect of knowledge management on value creation in Icelandic firms. The aim is to examine the ways KM contributes to value creation, and measure the ways in which KM affects customer capital, innovation, and human capital. Given the limited number of firms in the survey with KM programmes, the findings should be seen more as a case study of Icelandic SMEs. The main conclusions are that firms which have adopted KM programmes and strategies have increased employee skills more than other firms; are better at attracting staff; and manifest improved decision making. The same goes for customer handling, innovation, and competitive standing. In general, this means that KM contributes to value creation by enhancing employee skills and innovation which, in turn, strengthen customer handling skills and the firm’s competitive advantage. A conception model based on these findings is also presented in the paper.

scholarly journals A Model-Based and Goal-Oriented Approach for the Conceptual Design of Smart Grid Services

Machines ◽  
2021 ◽  
Vol 9 (12) ◽  
pp. 370
Author(s):  
Miguel Angel Orellana ◽  
Jose Reinaldo Silva ◽  
Eduardo L. Pellini
Keyword(s):  
Service Provision ◽  
Smart Grids ◽  
Energy Supply ◽  
Service System ◽  
Model Based ◽  
Amazon Rain Forest ◽  
Requirement Model ◽  
Energy Service ◽  
Heterogeneous Class

A solid demand to integrate energy consumption and co-generation emerged worldwide, motivated, on one hand, by the need to diversify and enhance energy supply, and, one the other hand, by the pressure to attend to the requirements of a heterogeneous class of users. The coupling between energy service provision and final users also includes balancing user needs, eliminating excesses, and optimizing energy supply while avoiding blackouts. Another motivation is the challenge of having sustainable sources and many adapted to the user ecosystem. Altogether, these motivations lead to more abstract design approaches to co-generation-distributed systems, such as those based on goal-oriented requirements used to model smart grids. This work considers the available design practices and its difficulties in proposing a new method capable of producing a flexible requirement model that could serve for design and maintenance purposes. We suggest coupling the approach based on goal-oriented requirements with model-based engineering to support such a model. The expected result is a sound and flexible requirements model, including a model for the interaction with the final user (now being considered a producer and consumer simultaneously). A case study is presented, wherein a small energy service system in an isolated community in the Amazon rain forest was designed.

Case Study on Rosia Montana

2017 ◽  
pp. 55-61
Keyword(s):  
Conceptual Model ◽  
Value Creation ◽  
Research Methodology ◽  
Annual Report ◽  
Model Based ◽  
Capital Value ◽  
Rosia Montana

This chapter represents the case study on Rosia Montana Gold Corporation. We assumed from the beginning of our research that the 2010 Annual Report issued by Rosia Montana Gold Corporation has the prototype of an integrated report. As we can deduct from the research methodology section, a report becomes an integrated report if it complies with the conceptual model based on the IIRC content elements and principles, capital, value creation, and accountability, environmental and CSR information extracted from IFRS/ IASB requirements.

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