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

Bitkowska Agnieszka (), Sliż Piotr (), Tenbrink Candace () and Piasecka Aleksandra ()
Additional contact information
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

Foundations of Management, 2020, vol. 12, issue 1, 125-136

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.

Keywords: business process; process maturity; process mining; process discovery; after-sales; automotive (search for similar items in EconPapers)
JEL-codes: L25 L62 L84 (search for similar items in EconPapers)
Date: 2020
References: Add references at CitEc
Citations:

Downloads: (external link)
https://doi.org/10.2478/fman-2020-0010 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:vrs:founma:v:12:y:2020:i:1:p:125-136:n:4

DOI: 10.2478/fman-2020-0010

Access Statistics for this article

Foundations of Management is currently edited by Tadeusz Krupa

More articles in Foundations of Management from Sciendo
Bibliographic data for series maintained by Peter Golla ().