Figure 1
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)
Figure 3
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)
Figure 5
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)
Figure 7
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)
Figure 9
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)