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

Wu Wu,He He,Wang Wang,Yu Yu,Wen Wen

doi:10.3390/app9163313

Abstract

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.

Highlights

If customers are discontent with products or services customer complaints occur [1]
Process Mining Results Analysis Based on business process management (BPM) Accimap Model
The level of equipment and surroundings contains task-related equipment and surrounding in workspaces, such as location, temperature, buildings; the level of physical process and actor activities contains the business workflow and workers in workspaces, and this level describes the relationship of causality and functionality; the level of technical and operational management contains the functionality activities in workspaces, such as decisions and plans in workspaces; the level of company management refers to other task-related companies’ decisions, plans in workspaces; the upper two levers are related to the judgments, decisions, or plans of higher-level regulators

Summary

Introduction

If customers are discontent with products or services customer complaints occur [1]. Complaint handling services aim to solve customer complaints and improve customer experience. High-quality complaint handling can ensure market share and increase company profits [2]. For researchers and practitioners, analyzing the business process of complaint handling can help the company to manage business processes. The analysis results of the process data can provide valuable guidance for the improvement of complaint handling service (CHS) quality. From the perspective of customer orientation, complaint handling can be regarded as an acid test for a company [12]. The ultimate purpose of complaint handling service is to satisfy customers. Successful complaint handling can increase the loyalty and satisfaction of customers [13]. Having a high-quality complaint handling service is one of the powerful guarantees for enterprises to gain competitiveness

Methods

Results

Conclusion