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Application of Process Mining on the Example of an Authorized Passenger Car Service Station in Poland Cover

Application of Process Mining on the Example of an Authorized Passenger Car Service Station in Poland

Foundations of Management
Volume 12 (2020): Issue 1 (January 2020)
By: Agnieszka Bitkowska,  Piotr Sliż,  Candace Tenbrink and  Aleksandra Piasecka  
Open Access
|Sep 2020

Figures & Tables

Figure 1

Happy path characteristics in the after-sales service process (Source: Own study based on Celonis Snap)
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)
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)
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)
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)
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)
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)
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)
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)
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)
Characteristics of the process under examination due to the process executor (technician 1 versus technician 5) (Source: Own study based on Celonis Snap)
DOI: https://doi.org/10.2478/fman-2020-0010 | Journal eISSN: 2300-5661 | Journal ISSN: 2080-7279
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Language: English
Page range: 125 - 136
Published on: Sep 21, 2020
Published by: Warsaw University of Technology
In partnership with: Paradigm Publishing Services
Publication frequency: 1 issue per year
Keywords:
business process,
process maturity,
process mining,
process discovery,
after-sales,
automotive
Related subjects:
Computer sciences,
Business computing,
Business and economics,
Business management,
Management accounting, financial controlling, cost calculation, investment

© 2020 Agnieszka Bitkowska, Piotr Sliż, Candace Tenbrink, Aleksandra Piasecka, published by Warsaw University of Technology
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

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