کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
397436 671197 2012 27 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Discovery and analysis of e-mail-driven business processes
موضوعات مرتبط
مهندسی و علوم پایه مهندسی کامپیوتر هوش مصنوعی
پیش نمایش صفحه اول مقاله
Discovery and analysis of e-mail-driven business processes
چکیده انگلیسی

E-mail is used as the primary tool for business communication and collaboration. This paper presents a novel e-mail interaction mining method to discover and analyze e-mail-driven business processes. An e-mail-driven business process is perceived as a human collaboration process that consists of interactions between people who may each play different roles. The notion of message threads (i.e. sets of e-mail messages that are replies to each other) is used as the fundamental building block to construct the interactions in the e-mail-driven business process. The proposed method adopts an interaction-centric business process modeling language to visualize the discovered e-mail-driven business process. The method identifies message threads from an e-mail archive, and constructs an interaction-centric process model based on the temporal order and similarity of the threads. Process-related information is extracted from e-mail header fields. A software tool, named E-mail Interaction Miner, implements the proposed method. A case study is used to apply and evaluate the method on a set of e-mails collected from a Dutch gas transport company. The evaluation results are discussed. These results comprise business process improvement opportunities for the case organization, and contributions to theory and language development.


► E-mail is the primary tool for business communication and collaboration.
► A novel process mining method discovers e-mail-driven business processes.
► Message threads are the building blocks to construct the output process model.
► A software implementation works with the popular e-mail client Microsoft Outlook.
► A case study demonstrates the effectiveness and business value of the method.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Information Systems - Volume 37, Issue 2, April 2012, Pages 142–168
نویسندگان
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