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Analysis of Volvo IT’s Closed Problem Management Processes By Using Process Mining Software ProM and Disco

Year 2016, , 171 - 182, 08.12.2016
https://doi.org/10.17093/alphanumeric.277741

Abstract

In this study, the event logs for closed problems which was created by Volvo IT Belgium for the Business Process Intelligence Challenge in 2013 are evaluated by using Process Mining software. One of these software (ProM) is an open source program and the other (Disco) is a commercial product. Commercial application is available as a full version with academic license. Observed event logs record consist of 6660 units. This case study described the logic of the process of mining programs and issues in problem solving stage of the Volvo Company are illustrated. In this analysis, ping-pong behavior in the processes, the product which has the most frequency and the employee who has the most duration for the processes have been revealed.

References

  • Aalst, W. v. d., P. v. d. Brand, B. v. Dongen, C. W. Günther and E. Verbeek. (2009). "ProM (Process Mining Framework)", http://www.processmining.org/prom/start,(2016
  • Aufaure, M.-A. and E. Zimányi (2013). Business Intelligence: Second European Summer School, EBISS 2012, Brussels, Belgium, July 15-21, 2012, Tutorial Lectures, Springer.
  • Burattin, A. (2015). Process Mining Techniques in Business Environments, Springer.
  • Günther, C. W. (2009). Process Mining in Flexible Environments Ph.D. Thesis, Technische Universiteit Eindhoven.
  • Günther, C. W. and E. Verbeek. (2014). "XES Standard Definiton Version 2.0", http://www.xes-standard.org/_media/xes/xesstandarddefinition-2.0.pdf,(2016
  • HaberTurk. (2016). "Sağlık Bakanlığı, hata bildirim sistemi kurdu", http://www.haberturk.com/saglik/haber/1217197-saglik-bakanligi-hata-bildirim-sistemi-kurdu,(2016
  • Health, T. M. o. (2014). "Hata Sınıflandırma Sistemleri Hakkında", https://kalite.saglik.gov.tr/index.php?lang=tr&page=46&newsCat=1&newsID=1128,(2016
  • Kang, C. J., Y. S. Kang, Y. S. Lee, S. Noh, H. C. Kim, W. C. Lim, J. Kim and R. Hong (2013). Process Mining-based Understanding and Analysis of Volvo IT's Incident and Problem Management Processes. BPIC@ BPM.
  • Kumaraguru, P. V. (2013). Machine learning approach for model discovery and process enhancement using process mining techniques Ph.D. Thesis, Dr. M.G.R. Educational and Research Institute.
  • Petri, C. A. (1962). Kommunikation mit Automaten, Rhein.-Westfäl. Inst. f. Instrumentelle Mathematik an der Univ. Bonn.
  • Rozinat, A. and C. W. Günther. (2012). "Disco", https://fluxicon.com/disco/,(2016
  • Van Der Aalst, W. (2011). Process mining: discovery, conformance and enhancement of business processes, Springer Science & Business Media.
  • van der Aalst, W., A. Adriansyah, A. K. A. de Medeiros, F. Arcieri, T. Baier, T. Blickle, J. C. Bose, P. van den Brand, R. Brandtjen, J. Buijs, A. Burattin, J. Carmona, M. Castellanos, J. Claes, J. Cook, N. Costantini, F. Curbera, E. Damiani, M. de Leoni, P. Delias, B. F. van Dongen, M. Dumas, S. Dustdar, D. Fahland, D. R. Ferreira, W. Gaaloul, F. van Geffen, S. Goel, C. Günther, A. Guzzo, P. Harmon, A. ter Hofstede, J. Hoogland, J. E. Ingvaldsen, K. Kato, R. Kuhn, A. Kumar, M. La Rosa, F. Maggi, D. Malerba, R. S. Mans, A. Manuel, M. McCreesh, P. Mello, J. Mendling, M. Montali, H. R. Motahari-Nezhad, M. zur Muehlen, J. Munoz-Gama, L. Pontieri, J. Ribeiro, A. Rozinat, H. Seguel Pérez, R. Seguel Pérez, M. Sepúlveda, J. Sinur, P. Soffer, M. Song, A. Sperduti, G. Stilo, C. Stoel, K. Swenson, M. Talamo, W. Tan, C. Turner, J. Vanthienen, G. Varvaressos, E. Verbeek, M. Verdonk, R. Vigo, J. Wang, B. Weber, M. Weidlich, T. Weijters, L. Wen, M. Westergaard and M. Wynn (2012). Process Mining Manifesto. Business Process Management Workshops: BPM 2011 International Workshops, Clermont-Ferrand, France, August 29, 2011, Revised Selected Papers, Part I. F. Daniel, K. Barkaoui and S. Dustdar: 169-194. Berlin, Heidelberg, Springer Berlin Heidelberg.
  • Van der Aalst, W., A. Adriansyah and B. van Dongen (2012). Replaying history on process models for conformance checking and performance analysis. Wiley Interdisciplinary Reviews: Data Mining and Knowledge Discovery 2(2): 182-192.
  • Van der Aalst, W., T. Weijters and L. Maruster (2004). Workflow mining: Discovering process models from event logs. Knowledge and Data Engineering, IEEE Transactions on 16(9): 1128-1142.
  • Van der Aalst, W. M., B. F. van Dongen, J. Herbst, L. Maruster, G. Schimm and A. J. Weijters (2003). Workflow mining: a survey of issues and approaches. Data & knowledge engineering 47(2): 237-267.
  • van der Aalst, W. M. P. (2014). Process Mining in the Large: A Tutorial. Business Intelligence: Third European Summer School, eBISS 2013, Dagstuhl Castle, Germany, July 7-12, 2013, Tutorial Lectures. E. Zimányi: 33-76. Cham, Springer International Publishing.
  • van der Aalst, W. M. P., H. T. de Beer and B. F. van Dongen (2005). Process Mining and Verification of Properties: An Approach Based on Temporal Logic. On the Move to Meaningful Internet Systems 2005: CoopIS, DOA, and ODBASE: OTM Confederated International Conferences, CoopIS, DOA, and ODBASE 2005, Agia Napa, Cyprus, October 31 - November 4, 2005, Proceedings, Part I. R. Meersman and Z. Tari: 130-147. Berlin, Heidelberg, Springer Berlin Heidelberg.
  • van der Aalst, W. M. P., A. K. A. de Medeiros and A. J. M. M. Weijters (2005). Genetic Process Mining. Applications and Theory of Petri Nets 2005: 26th International Conference, ICATPN 2005, Miami, USA, June 20-25, 2005. Proceedings. G. Ciardo and P. Darondeau: 48-69. Berlin, Heidelberg, Springer Berlin Heidelberg.
  • van der Aalst, W. M. P., H. A. Reijers, A. J. M. M. Weijters, B. F. van Dongen, A. K. Alves de Medeiros, M. Song and H. M. W. Verbeek (2007). Business process mining: An industrial application. Information Systems 32(5): 713-732.
  • Volvo. (2013). "Volvo IT Incident" 9th International Workshop on Business Process Intelligence, http://www.win.tue.nl/bpi/doku.php?id=2013:challenge,(2016

ProM ve Disco Süreç Madenciliği Yazılımları Kullanılarak Volvo IT’nin Sonlandırılmış Problem Yönetimi Süreçlerinin Analizi

Year 2016, , 171 - 182, 08.12.2016
https://doi.org/10.17093/alphanumeric.277741

Abstract

Bu çalışmada 2013 yılında İş Süreci Zekası yarışması için Volvo IT Belçika tarafından sağlanan çözümü gerçekleştirilmiş problemlerin olay günlükleri Süreç Madenciliği için kullanılan yazılımlar ile değerlendirilmiştir. Bu yazılımlardan birisi (ProM) açık kaynak kodlu, diğeri (Disco) ise ticari bir uygulamadır. Ticari uygulama akademik lisans ile tam versiyon şeklinde kullanılabilir. Çalışmada değerlendirilen olay günlükleri 6660 adet kayıttan oluşmaktadır.  Bu örnek inceleme ile süreç madenciliği programların çalışma mantığı anlatılmış ve Volvo firmasının problem çözümü aşamasındaki sorunlar örneklendirilmiştir. Bu analizde, süreçlerdeki ping-pong davranışı, en uzun süreçli ürün, en fazla yoğunluğa sahip çalışan ortaya konulmuştur.

References

  • Aalst, W. v. d., P. v. d. Brand, B. v. Dongen, C. W. Günther and E. Verbeek. (2009). "ProM (Process Mining Framework)", http://www.processmining.org/prom/start,(2016
  • Aufaure, M.-A. and E. Zimányi (2013). Business Intelligence: Second European Summer School, EBISS 2012, Brussels, Belgium, July 15-21, 2012, Tutorial Lectures, Springer.
  • Burattin, A. (2015). Process Mining Techniques in Business Environments, Springer.
  • Günther, C. W. (2009). Process Mining in Flexible Environments Ph.D. Thesis, Technische Universiteit Eindhoven.
  • Günther, C. W. and E. Verbeek. (2014). "XES Standard Definiton Version 2.0", http://www.xes-standard.org/_media/xes/xesstandarddefinition-2.0.pdf,(2016
  • HaberTurk. (2016). "Sağlık Bakanlığı, hata bildirim sistemi kurdu", http://www.haberturk.com/saglik/haber/1217197-saglik-bakanligi-hata-bildirim-sistemi-kurdu,(2016
  • Health, T. M. o. (2014). "Hata Sınıflandırma Sistemleri Hakkında", https://kalite.saglik.gov.tr/index.php?lang=tr&page=46&newsCat=1&newsID=1128,(2016
  • Kang, C. J., Y. S. Kang, Y. S. Lee, S. Noh, H. C. Kim, W. C. Lim, J. Kim and R. Hong (2013). Process Mining-based Understanding and Analysis of Volvo IT's Incident and Problem Management Processes. BPIC@ BPM.
  • Kumaraguru, P. V. (2013). Machine learning approach for model discovery and process enhancement using process mining techniques Ph.D. Thesis, Dr. M.G.R. Educational and Research Institute.
  • Petri, C. A. (1962). Kommunikation mit Automaten, Rhein.-Westfäl. Inst. f. Instrumentelle Mathematik an der Univ. Bonn.
  • Rozinat, A. and C. W. Günther. (2012). "Disco", https://fluxicon.com/disco/,(2016
  • Van Der Aalst, W. (2011). Process mining: discovery, conformance and enhancement of business processes, Springer Science & Business Media.
  • van der Aalst, W., A. Adriansyah, A. K. A. de Medeiros, F. Arcieri, T. Baier, T. Blickle, J. C. Bose, P. van den Brand, R. Brandtjen, J. Buijs, A. Burattin, J. Carmona, M. Castellanos, J. Claes, J. Cook, N. Costantini, F. Curbera, E. Damiani, M. de Leoni, P. Delias, B. F. van Dongen, M. Dumas, S. Dustdar, D. Fahland, D. R. Ferreira, W. Gaaloul, F. van Geffen, S. Goel, C. Günther, A. Guzzo, P. Harmon, A. ter Hofstede, J. Hoogland, J. E. Ingvaldsen, K. Kato, R. Kuhn, A. Kumar, M. La Rosa, F. Maggi, D. Malerba, R. S. Mans, A. Manuel, M. McCreesh, P. Mello, J. Mendling, M. Montali, H. R. Motahari-Nezhad, M. zur Muehlen, J. Munoz-Gama, L. Pontieri, J. Ribeiro, A. Rozinat, H. Seguel Pérez, R. Seguel Pérez, M. Sepúlveda, J. Sinur, P. Soffer, M. Song, A. Sperduti, G. Stilo, C. Stoel, K. Swenson, M. Talamo, W. Tan, C. Turner, J. Vanthienen, G. Varvaressos, E. Verbeek, M. Verdonk, R. Vigo, J. Wang, B. Weber, M. Weidlich, T. Weijters, L. Wen, M. Westergaard and M. Wynn (2012). Process Mining Manifesto. Business Process Management Workshops: BPM 2011 International Workshops, Clermont-Ferrand, France, August 29, 2011, Revised Selected Papers, Part I. F. Daniel, K. Barkaoui and S. Dustdar: 169-194. Berlin, Heidelberg, Springer Berlin Heidelberg.
  • Van der Aalst, W., A. Adriansyah and B. van Dongen (2012). Replaying history on process models for conformance checking and performance analysis. Wiley Interdisciplinary Reviews: Data Mining and Knowledge Discovery 2(2): 182-192.
  • Van der Aalst, W., T. Weijters and L. Maruster (2004). Workflow mining: Discovering process models from event logs. Knowledge and Data Engineering, IEEE Transactions on 16(9): 1128-1142.
  • Van der Aalst, W. M., B. F. van Dongen, J. Herbst, L. Maruster, G. Schimm and A. J. Weijters (2003). Workflow mining: a survey of issues and approaches. Data & knowledge engineering 47(2): 237-267.
  • van der Aalst, W. M. P. (2014). Process Mining in the Large: A Tutorial. Business Intelligence: Third European Summer School, eBISS 2013, Dagstuhl Castle, Germany, July 7-12, 2013, Tutorial Lectures. E. Zimányi: 33-76. Cham, Springer International Publishing.
  • van der Aalst, W. M. P., H. T. de Beer and B. F. van Dongen (2005). Process Mining and Verification of Properties: An Approach Based on Temporal Logic. On the Move to Meaningful Internet Systems 2005: CoopIS, DOA, and ODBASE: OTM Confederated International Conferences, CoopIS, DOA, and ODBASE 2005, Agia Napa, Cyprus, October 31 - November 4, 2005, Proceedings, Part I. R. Meersman and Z. Tari: 130-147. Berlin, Heidelberg, Springer Berlin Heidelberg.
  • van der Aalst, W. M. P., A. K. A. de Medeiros and A. J. M. M. Weijters (2005). Genetic Process Mining. Applications and Theory of Petri Nets 2005: 26th International Conference, ICATPN 2005, Miami, USA, June 20-25, 2005. Proceedings. G. Ciardo and P. Darondeau: 48-69. Berlin, Heidelberg, Springer Berlin Heidelberg.
  • van der Aalst, W. M. P., H. A. Reijers, A. J. M. M. Weijters, B. F. van Dongen, A. K. Alves de Medeiros, M. Song and H. M. W. Verbeek (2007). Business process mining: An industrial application. Information Systems 32(5): 713-732.
  • Volvo. (2013). "Volvo IT Incident" 9th International Workshop on Business Process Intelligence, http://www.win.tue.nl/bpi/doku.php?id=2013:challenge,(2016
There are 21 citations in total.

Details

Other ID 2016.04.02.MIS.01
Journal Section Articles
Authors

Ufuk Çelik

Eyüp Akçetin

Abdulkadir Yaldır

Publication Date December 8, 2016
Submission Date August 18, 2016
Published in Issue Year 2016

Cite

APA Çelik, U., Akçetin, E., & Yaldır, A. (2016). Analysis of Volvo IT’s Closed Problem Management Processes By Using Process Mining Software ProM and Disco. Alphanumeric Journal, 4(2), 171-182. https://doi.org/10.17093/alphanumeric.277741

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