A Method for Building Service Process Value Model Based on Process Mining
Résumé
With the emergence and development of servitization, more and more enterprises are turning from product focus to service focus. Service is customer-oriented and driven by customer requirements. Value in the service is the goal pursued by all actors, including service providers, customers and other participants. After introducing the materials and methods of services and service system, process modeling, and service value networks, combined with domain knowledge, this paper proposes a service process value model based on process mining to describe the actors how the actors to can create value cooperatively in the service process. The model focuses on the value creation of the service process and the value generated by activities in the process. We distinguish service process from business process, and describe two methods to build service process value model by using process mining techniques. Considering that different actors have different perspectives on value, the dimension and granularity of value in service are defined. Then we describe the construction steps of the service process value model by one of the methods, and use a case study to demonstrate how to build the service process value model of telephone repair service, from the event log to business process model, and then to service process model, and finally get the service process value model. Moreover, we develop a new plug-in based on α-algorithm for ProM to realize realized the model construction in the case study.
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