Service process improvement based on exceptional pattern analysis

Authors:
Bing Li;Shuo Pan
Affiliations:
School of Information Technology & Management Engineering, University of International Business and Economic, Beijing, China;School of Information Technology & Management Engineering, University of International Business and Economic, Beijing, China
Venue:
NPC'07 Proceedings of the 2007 IFIP international conference on Network and parallel computing
Year:
2007

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Abstract

The continual improvement of service process is one of the most important factors for improving service process management level. But it is very difficult to identify the real causes of service fault executing service process improvement. Aiming at the problem, this paper proposed a service fault recognition & improvement method based on association rules mining. The method provides a new approach for enterprises to improve effectively service process fault.