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Modellierung der Kundenintegration zur Simulation von Dienstleistungsprozessen mit Process Mining

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Zusammenfassung

Dienstleistungsprozesse sind durch Kundenintegration in der Leistungserstellung gekennzeichnet. Informationssysteme ermöglichen eine stärkere Einbindung von Kunden, aber die Auswirkungen auf die Prozessausführung sind oft unklar. Mit Simulationsmodellen der Prozesse kann dafür eine bessere Vorhersage getroffen werden. Es ist allerdings unklar, wie Kundenintegration dabei modelliert wird. Daher wird in diesem Beitrag eine Methodik entwickelt, die basierend auf Daten des Process Mining die Erstellung von Simulationsmodellen unter Berücksichtigung der Kundenintegration ermöglicht. Process Mining liefert die Grundlage der notwendigen Daten. Die Methodik beschreibt die Bildung eines Simulationsmodells für Dienstleistungsprozesse und formalisiert Kundenintegration für die Modellierung.

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Author information

Authors and Affiliations

  1. Universität Rostock, Rostock, Deutschland

    Prof. Dr. Michael Leyer

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  1. Prof. Dr. Michael Leyer
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Correspondence to Michael Leyer .

Editor information

Editors and Affiliations

  1. Osnabrück, Germany

    Oliver Thomas

  2. Universität Hamburg , Hamburg, Hamburg, Germany

    Markus Nüttgens

  3. Universität Rostock , Rostock, Germany

    Michael Fellmann

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Leyer, M. (2017). Modellierung der Kundenintegration zur Simulation von Dienstleistungsprozessen mit Process Mining. In: Thomas, O., Nüttgens, M., Fellmann, M. (eds) Smart Service Engineering. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-16262-7_6

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  • DOI: https://doi.org/10.1007/978-3-658-16262-7_6

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  • Publisher Name: Springer Gabler, Wiesbaden

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  • Online ISBN: 978-3-658-16262-7

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