Paper Info
Title
Utilizing Customer Feedback for Business Process Performance Analysis.
Abstract
There are numerous organizations that limit themselves to the modeling of business processes and do not automate and execute business processes using a Business Process Management System (BPMS). Consequently, these organizations cannot exploit the potential of process execution logs for the performance analysis of their business processes. In this study, we contend that customer feedback in natural language is a rich source of information that can provide valuable indications about process performance. However, as the number of comments increases, the time and effort required to synthesize them and elicit indications about process performance increases exponentially. To that end, in this paper we propose an approach that takes customer feedback as input and provides valuable indications about process performance. Specifically, the proposed approach is composed of three types of classification that leverage from a supervised learning technique to automatically classify customer feedback. The classified comments are subsequently used to generate answers to performance related questions. Evaluation of the proposed approach is conducted by using a real-life case study of an academic institute. For the case study we collected 4366 student comments about the admission process of the institute and manually classified the comments for each type of classification. Subsequently, these classified comments are used as a benchmark for the evaluation of our proposed approach. The results demonstrate the effectiveness of the proposed approach.
Year
Venue
Field
2018
BIR
Business process management,Leverage (finance),Business process,Customer feedback,Computer science,Exploit,Supervised learning,Natural language,Process management
DocType
Citations 
PageRank 
Conference
0
0.34
References 
Authors
5
4
Name
Order
Citations
PageRank
Amina Mustansir100.34
Khurram Shahzad216525.77
Syed Irtaza Muzaffar300.34
Kamran Malik4213.45