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Foundations of Management
Volume 12 (2020): Issue 1 (January 2020)
Open Access
Application of Process Mining on the Example of an Authorized Passenger Car Service Station in Poland
Agnieszka Bitkowska
Agnieszka Bitkowska
,
Piotr Sliż
Piotr Sliż
,
Candace Tenbrink
Candace Tenbrink
and
Aleksandra Piasecka
Aleksandra Piasecka
| Sep 21, 2020
Foundations of Management
Volume 12 (2020): Issue 1 (January 2020)
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Published Online:
Sep 21, 2020
Page range:
125 - 136
DOI:
https://doi.org/10.2478/fman-2020-0010
Keywords
business process
,
process maturity
,
process mining
,
process discovery
,
after-sales
,
automotive
© 2020 Agnieszka Bitkowska et al., published by Sciendo
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.
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)