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Application of Process Mining on the Example of an Authorized Passenger Car Service Station in Poland

Author

Listed:
  • Bitkowska Agnieszka

    (Warsaw University of Technology, Faculty of Management, Warsaw, POLAND)

  • Sliż Piotr

    (University of Gdansk, Faculty of Management, Sopot, POLAND)

  • Tenbrink Candace

    (University of Houston-Downtown, Management, Houston, Texas, UNITED STATES OF AMERICA)

  • Piasecka Aleksandra

    (Hamburg, GERMANY)

Abstract

Developing new technologies pose challenges for modern organizations, including service organizations. The main goal of the article was to present the results of exploration of the passenger car repair process using the Celonis Snap program in the example of an authorized service station. Realization of the main goal was assigned to a partial goal, which was to approximate and present the existing state of knowledge regarding process mining. The following research methods were used in the research procedure: systematic review of the literature on the subject and participant observation. Process mining was performed using the Celonis Snap program. The first section of the article, which is of epistemological character, presents the assumptions of process mining. The next one characterizes the empirical structure of the organization under study and the data generated in it. In the following sections, the course of the exploration process of the repair process, results and directions of further research are presented.

Suggested Citation

  • Bitkowska Agnieszka & Sliż Piotr & Tenbrink Candace & Piasecka Aleksandra, 2020. "Application of Process Mining on the Example of an Authorized Passenger Car Service Station in Poland," Foundations of Management, Sciendo, vol. 12(1), pages 125-136, January.
    • Handle: RePEc:vrs:founma:v:12:y:2020:i:1:p:125-136:n:4
    DOI: 10.2478/fman-2020-0010
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    Keywords

    business process; process maturity; process mining; process discovery; after-sales; automotive;
    All these keywords.

    JEL classification:

    • L62 - Industrial Organization - - Industry Studies: Manufacturing - - - Automobiles; Other Transportation Equipment; Related Parts and Equipment
    • L25 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Firm Performance
    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services

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