![]() In this article, we selected 172 papers published in the last 10 years, that present applications of PM in the healthcare domain. However, these reviews mainly focus on discussion on applications related to the clinical pathways, while a systematic review of all possible applications is absent. In this context, PM has been increasingly used for a wide range of applications as reported in some recent reviews. As a result, understanding and analyzing healthcare processes are certainly not trivial tasks, and administrators and doctors look for tools and methods that can concretely support them in improving the healthcare services they are involved in. Besides, the multitude of diseases that the patients housed in healthcare facilities suffer from makes medical contexts highly heterogeneous. In the case of healthcare, processes are characterized by high variability in terms of activities, duration, and involved resources (e.g., physicians, nurses, administrators, machineries, etc.). Process mining (PM) is a well‐known research area that includes techniques, methodologies, and tools for analyzing processes in a variety of application domains. This paper evaluates the impact of the identified KPIs on satisfaction in a process-oriented manner. Additionally, in previous studies, the customer satisfaction indicator was mainly emphasized, but other KPIs' effects on satisfaction level were ignored. It explains not only KPIs' effects but also reasons for giving satisfaction scores based on call process. Moreover, the research presents an insight for customers who give the same score after the call. Waitlisted and Waitlisted back activities are crucial elements of a call center system. Moreover, problem solving is much more important than waiting in the system. The study showed that customer satisfaction is positively affected by average handle time and first call resolution, whereas staff mistakes diminish it. Several statistical analyses also support the process mining to test the statistical significance. The research applies process mining, a pragmatic analysis to obtain meaningful insights through event logs. This study aims to reveal the relationship between customer satisfaction and other key performance indicators (KPIs) affected by the activities performed during the call process. Although data-centric techniques yield useful results, they are insufficient to explain the causes of the problems in the process. Discovering valuable information needs some extra focuses on business processes. ![]()
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