Qualitative Process Analysis

  • Marlon Dumas
  • Marcello La Rosa
  • Jan Mendling
  • Hajo A. Reijers


Analyzing business processes is both an art and a science. In this respect, qualitative analysis is the artistic side of process analysis. Qualitative process analysis techniques allow us to identify, classify, and understand weaknesses and improvement opportunities in a process. In this chapter, we introduce a selected set of principles and techniques for qualitative process analysis. First, we present two techniques to identify unnecessary steps of the process (value-added analysis) and sources of waste (waste analysis). Next, we present techniques to identify and document issues in a process from multiple perspectives and to analyze the root causes of these issues.


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Copyright information

© Springer-Verlag GmbH Germany, part of Springer Nature 2018

Authors and Affiliations

  • Marlon Dumas
    • 1
  • Marcello La Rosa
    • 2
  • Jan Mendling
    • 3
  • Hajo A. Reijers
    • 4
  1. 1.Institute of Computer ScienceUniversity of TartuTartuEstonia
  2. 2.School of Computing and Information SystemsThe University of MelbourneMelbourneAustralia
  3. 3.Institute for Information BusinessVienna University of Economics and BusinessViennaAustria
  4. 4.Department of Computer SciencesVrije Universiteit AmsterdamAmsterdamThe Netherlands

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