Abstract
The number of repair requests received by any manufacturing company is tremendous; therefore, automating part of the repair process will save both time and money for the company. In fact, the expansion of IoT capabilities reveals unseen opportunities to improve the repair process from the business perspective. Sensors placed within appliances will automatically do this by notifying the customer service about any abnormal behavior indicating an appliance malfunction. Using Business Process Management (BPM) Techniques, this research measures how effective will adding sensors be to the appliance repair process. Shedding the light on the consequences of such an action from the business process management viewpoint. With Bizagi, two business process models were built: one model showed the current situation where sensors are not involved and the other showed a proposed workflow with the help of sensors and software that add automation to the process. Comparison between simulation time and resource utilization for the two models indicated that the proposed model will save resources for the repair company, which is a positive effect on the business.
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Elsaid, M., Alhamdan, A., Altuwaijri, S. (2019). Sensor-Based Business Process Model for Appliance Repair. In: Alfaries, A., Mengash, H., Yasar, A., Shakshuki, E. (eds) Advances in Data Science, Cyber Security and IT Applications. ICC 2019. Communications in Computer and Information Science, vol 1098. Springer, Cham. https://doi.org/10.1007/978-3-030-36368-0_9
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DOI: https://doi.org/10.1007/978-3-030-36368-0_9
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