Service Process Model

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Services are today over 70% of the Gross National Product in most developed countries. The productivity improvement of services is increasingly important and it relies heavily on a deep understanding of the service process. However, how to collect data from services has been a problem and service data is largely missing in national statistics. This work aims to simplify the procedure of automated process modelling by using the minimum amount of data in the model extraction. The focus of this study is modelling more generic service processes that are location-aware. Hence, an approach based on wireless indoor posi- tioning using inexpensive wireless sensors and smart phones are devel- oped. This work presents how the collected data can be used…show more content…
Since service improvement relies heavily on a deep understanding of the service process, it is inevitable that we should consider service innovation from process model viewpoint. A service process model prescribes how a particular service is carried out. Partington et al. [16] demonstrated that through analysing the processes, detailed insights into clinical (quality of patient health) and fiscal (hospital budget) pressures in health care practice were provided. Rovani et al. [19] also testified that modelling the healthcare service process mediates between event data reflecting the clinical reality and clinical guidelines describing best practices in…show more content…
Here domain-specific refers to treatment-specific, such as a laparoscopic surgery process [2] or a gynaecological oncology process [18]. Such a process can be extracted from event logs of existing medical treatment sys- tems. However, there are more generic activities in the service process that have no trails in any administrative system or medical devices. This gap requires approaches that are capable of picturing more generic service processes. According to the process definition given by Davenport [5], treatment-specific processes can be understood as small processes and generic service processes are large processes that serve a entire set of service activities. Davenport reckons that larger processes have greater potential for radical benefit and focusing on broad processes is a key aspect of process innovation. Generic activities are often location-aware, in the sense that a particular activity is performed at a specific location. Therefore, we abstracted generic processes to a location-based ones. Bluetooth in indoor positioning is a mature research field and has been widely studied [1] [15], hence this study integrates Bluetooth Bluetooth indoor positioning and Internet of Things (IoT) to collect service activity data and construct service process

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