Stefania Rusu

Discovery and analysis of field service engineer process using process mining

Description

In her thesis, Stefania Rusu applied process mining techniques using event logs from Philips Healthcare to get insights into the workflow of Field Service Engineers. In order to get insights into Philips’s Field Service Engineers Stefania created hierarchical models that abstract from the low levels at which events are stored to higher levels of activities, based on the role of the analyst. Performance analysis based on process mining techniques helped to identify bottlenecks and thereby generated ideas for improvement regarding the work of Field Service Engineers within Philips Healthcare. Stefania proposed a new approach to annotate process maps with performance information extracted from event logs. To support the approach and to apply in in practice, she implemented a new plug-in in the ProM framework.

Type

AIS / External / Philips Healthcare

Staff involved