EMAIL: PASSWORD:
Front Office
UPT. PERPUSTAKAAN
Institut Teknologi Sepuluh Nopember Surabaya


Kampus ITS Sukolilo - Surabaya 60111

Phone : 031-5921733 , 5923623
Fax : 031-5937774
E-mail : libits@its.ac.id
Website : http://library.its.ac.id

Support (Customer Service) :
timit_perpus@its.ac.id




Welcome..guys!

Have a problem with your access?
Please, contact our technical support below:
LIVE SUPPORT


Davi Wahyuni


Tondo Indra Nyata


Anis Wulandari


Ansi Aflacha




ITS » Scientific Articles » Sistem Informasi - S1
Posted by budi_hrt@its.ac.id at 15/03/2016 11:45:42  •  1177 Views


Author :
MAHENDRAWATHI ER ( 196606021992031002 )
ASTUTI, HANIM MARIA   NASTITI, AYU




ABSTRAK

This paper presents results of process mining implementation in a characteristically unstructured customer fulfilment process in a real Telecommunication Company. The aim of process mining implementation is firstly to discover the typical customer fulfilment business process. It is also aimed at assessing the current rate of completed customer fulfilment the typical component required for the process and the lead time for different types of customer requests. The steps to achieve the goals are to prepare extract the data and construct the event log from the companys in house built Customer Relationship Management systems. The event log is then processed using Disco and PROM tools. The complete event log when model with Disco results in a Spaghetti-like process model with 673 different variants. In order to identify typical process the log is filtered to include only business variants with 1 case occurrence of the total case. This enables the identification of 18 typical business variants which differ based on the order requested sequence of activities and occurrence of Return Work Order. Based on the typical variants the components required to fulfil a certain order are identified. Another important findings are the fact that the completion rate is very low only 8. This may due to the fact that the issues faced by the field officer in processing the order and the resolution are either recorded manually or in a different systems. Finally findings from this study can be used by the company to improve their current business process. It also stressed out the importance of resolving data integration issues in implementation of process mining in real cases.



KeywordsProcess Mining, Unstructured Process, Customer Order Fulfilment
 
Subject:  Sistem informasi manajemen
Date Create: 02/12/2015
Type: Text
Format: PDF
Language: Indonesian
Identifier: ITS-Article-52005150009931
Collection ID: 52005150009931
Call Number: 658.503 Mah a


Source
Article of Conference

Coverage
ITS Community

Rights
Available online at www.sciencedirect.com The Third Information Systems International Conference Procedia Computer Science 00 (2011) 000–000 www.elsevier.com/locate/procedia




[ Download - Summary ]

ITS-Article-52005150009931-40779.pdf




 Similar Document...




! ATTENTION !

To facilitate the activation process, please fill out the member application form correctly and completely

Registration activation of our members will process up to max 24 hours (confirm by email). Please wait patiently

POLLING

Bagaimana pendapat Anda tentang layanan repository kami ?

Bagus Sekali
Baik
Biasa
Jelek
Mengecewakan





You are connected from 10.199.6.2
using CCBot/2.0 (https://commoncrawl.org/faq/)



Copyright © ITS Library 2006 - 2021 - All rights reserved.
Dublin Core Metadata Initiative and OpenArchives Compatible
Developed by Hassan