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Modern Analytics in Field and Service Operations

In: Transforming Field and Service Operations

Author

Listed:
  • Martin Spott

    (Research and Innovation, BT Technology, Services and Operations)

  • Detlef Nauck

    (Research and Innovation, BT Technology, Services and Operations)

  • Paul Taylor

    (Research and Innovation, BT Technology, Services and Operations)

Abstract

Businesses need to run their processes for field and service operations effectively and efficiently, providing good service at reasonable costs. Due to the changing nature of businesses including their environment and due to their intrinsic complexity, processes may require adaptation on a regular basis. Modern analytics can help improve processes and their execution by extracting the real process from workflow data (process mining), pointing to problems like bottlenecks and loops, by detecting emerging or changing patterns in demand and in the execution of processes (change pattern mining). We will present a variety of the tools and techniques we have designed covering the above and give examples for their successful application.

Suggested Citation

  • Martin Spott & Detlef Nauck & Paul Taylor, 2013. "Modern Analytics in Field and Service Operations," Springer Books, in: Gilbert Owusu & Paul O’Brien & John McCall & Neil F. Doherty (ed.), Transforming Field and Service Operations, edition 127, chapter 0, pages 85-99, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-44970-3_6
    DOI: 10.1007/978-3-642-44970-3_6
    as

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