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Extracting Best-Practice Using Mixed-Methods

Author

Listed:
  • Erik Poppe

    (Queensland University of Technology)

  • Anastasiia Pika

    (Queensland University of Technology)

  • Moe Thandar Wynn

    (Queensland University of Technology)

  • Rebekah Eden

    (Queensland University of Technology)

  • Robert Andrews

    (Queensland University of Technology)

  • Arthur H. M. Hofstede

    (Queensland University of Technology)

Abstract

Problem Definition: Queensland’s Compulsory Third-Party (CTP) Insurance Scheme provides a mechanism for persons injured as a result of a motor vehicle accident to receive compensation. Managing CTP claims involves multiple stakeholders with potentially conflicting interests. It is therefore pertinent to investigate whether ‘best practice’ for claims processing can be identified and measured so all claimants receive fair and equitable treatment. The project set out to test the applicability of a mixed-method approach to identify ‘best-practice’ using qualitative, process mining, and data mining techniques in an insurance claims processing domain. Relevance: Existing approaches typically identify ‘best practice’ from literature or surveys of practitioners. The study provides insights into an alternative, mixed-method approach to deriving best practice from historical data and domain knowledge. Methodology: The study is a reflective analysis of insights gained from a practical application of a mixed-method approach to determine ‘best practice’. Results: The mixed-method approach has a number of benefits over traditional approaches in uncovering best practice process behavior from historical data in the real-world context (i.e., can identify process behavior differences between high and low performing cases). The study also highlights a number of challenges with regards to the quality and detail of data that needs to be available to perform the analysis. Managerial Implications: The ‘lessons learned’ from this study will directly benefit others seeking to implement a data-driven approach to understand a ‘best-practice’ process in their own organization.

Suggested Citation

  • Erik Poppe & Anastasiia Pika & Moe Thandar Wynn & Rebekah Eden & Robert Andrews & Arthur H. M. Hofstede, 2021. "Extracting Best-Practice Using Mixed-Methods," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 63(6), pages 637-651, December.
  • Handle: RePEc:spr:binfse:v:63:y:2021:i:6:d:10.1007_s12599-021-00698-9
    DOI: 10.1007/s12599-021-00698-9
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    References listed on IDEAS

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    1. Robert Andrews & Moe Wynn & Arthur H. M ter Hofstede & Jingxin Xu & Kylie Horton & Paul Taylor & Sue Plunkett-Cole, 2018. "Exposing Impediments to Insurance Claims Processing," Management for Professionals, in: Jan vom Brocke & Jan Mendling (ed.), Business Process Management Cases, pages 275-290, Springer.
    2. Reijers, H. A. & Liman Mansar, S., 2005. "Best practices in business process redesign: an overview and qualitative evaluation of successful redesign heuristics," Omega, Elsevier, vol. 33(4), pages 283-306, August.
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