Abstract
The improvement of business processes through learning and investigating workarounds has attracted research attention in recent years. Workarounds can be considered as a symptom of needed process improvements but adopting them does not necessarily lead to an appropriate one. Hence, identifying and understanding the underlying problems or perceived barriers that motivate workarounds is essential for suggesting an appropriate process improvement solution. In this paper, we propose a streamlined end-to-end approach that attempts to leverage workarounds to improve processes. This approach is based on two pillars: (1) a semi-automated workarounds detection by using the SWORD framework, which consists of twenty-two patterns to detect workarounds from events logs. (2) workarounds investigation and analysis using a motivational model that serves to reveal problems that lie under the identified workarounds. This analysis contributes toward proposing tailored and targeted process improvements. We report on an industrial case study that demonstrates the proposed approach, from workaround detection to proposing tailored process improvements. The improvements have been accepted by the organization and are currently being implemented.
Original language | English |
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Title of host publication | Business Process Management Forum - BPM 2023 Forum, Proceedings |
Editors | Chiara Di Francescomarino, Andrea Burattin, Christian Janiesch, Shazia Sadiq |
Publisher | Springer Science and Business Media Deutschland GmbH |
Pages | 372-390 |
Number of pages | 19 |
ISBN (Print) | 9783031416224 |
DOIs | |
State | Published - 2023 |
Event | Proceedings of the 21st International Conference on Business Process Management, BPM 2023 - Utrecht, Netherlands Duration: 11 Sep 2023 → 15 Sep 2023 |
Publication series
Name | Lecture Notes in Business Information Processing |
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Volume | 490 LNBIP |
ISSN (Print) | 1865-1348 |
ISSN (Electronic) | 1865-1356 |
Conference
Conference | Proceedings of the 21st International Conference on Business Process Management, BPM 2023 |
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Country/Territory | Netherlands |
City | Utrecht |
Period | 11/09/23 → 15/09/23 |
Bibliographical note
Publisher Copyright:© 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.
Keywords
- Automatic detection
- Business process improvements
- Case study
- Event logs
- Motivational analysis
- Workarounds
ASJC Scopus subject areas
- Management Information Systems
- Control and Systems Engineering
- Business and International Management
- Information Systems
- Modeling and Simulation
- Information Systems and Management