Hajo A. Reijers's research while affiliated with Utrecht University and other places

Publications (396)

Preprint
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The Product Data Model (PDM) is an example of a data-centric approach to modelling information-intensive business processes, which offers exibility and facilitates process optimization. Because the approach is declarative in nature, there may be multiple, alternative execution plans that can produce the desired end product. To generate such plans,...
Conference Paper
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Conceptual models play a vital role in the engineering of information systems. A variety of stakeholders rely on their use, but they often find it challenging to make sense of such models. This is particularly known to be the case for process models, which capture complex temporal behavior. In practice, professionals often extend process models wit...
Preprint
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Anomaly detection in process mining focuses on identifying anomalous cases or events in process executions. The resulting diagnostics are used to provide measures to prevent fraudulent behavior, as well as to derive recommendations for improving process compliance and security. Most existing techniques focus on detecting anomalous cases in an offli...
Article
Process mining techniques are valuable to gain insights into and help improve (work) processes. Many of these techniques focus on the sequential order in which activities are performed. Few of these techniques consider the statistical relations within processes. In particular, existing techniques do not allow insights into how responses to an event...
Article
Full-text available
Process mining techniques can be used to analyse business processes using the data logged during their execution. These techniques are leveraged in a wide range of domains, including healthcare, where it focuses mainly on the analysis of diagnostic, treatment, and organisational processes. Despite the huge amount of data generated in hospitals by s...
Chapter
Process mining is widely used to visualize, analyze, and improve business processes. However, often its application is hindered by the considerable preparation effort that needs to be conducted by humans. One of the key tasks required in this context is obtaining the input artifact for process mining techniques: the event log. The data that is requ...
Chapter
Pair programming is a technique where two programmers work together. This technique offers benefits such as improved quality of the code, faster task completion, and increased participant satisfaction. Existing research in Business Process Management has not studied the advantages of pair process modeling in comparison to individual modeling. In th...
Chapter
Process mining allows auditors to retrieve crucial information about transactions by analysing the process data of a client. We propose an approach that supports the identification of unusual or unexpected transactions, also referred to as exceptions. These exceptions can be selected by auditors as “key items”, meaning the auditors wants to look fu...
Chapter
The size of execution data available for process mining analysis grows several orders of magnitude every couple of years. Extracting and selecting the relevant data to enable process mining remains a challenging and time-consuming task. In fact, it is the biggest handicap when applying process mining and other forms of process-centric analysis. Thi...
Article
Process mining provides analytical tools and methods which can distil insights about process behaviour from big process-related data. Yet challenges relating to the impact of poor quality data on event logs, the input to process mining analyses, remain. Despite researchers raising concerns about event log data quality, event log preparation is, in...
Chapter
Robotic process automation (RPA) is a novel technology that automates tasks by interacting with other software through their respective user interfaces. The technology has received substantial business attention because of its potential for rapid automation of process-driven tasks that would otherwise require tedious manual labor. This article expl...
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Situation faced: The Dutch social security institute, UWV, is responsible for providing benefits to people who have lost their jobs. When such a person provides UWV with incorrect information about their income situation, whether intentionally or not, he or she sometimes receives too much in benefits, in which case the person must repay the excess...
Chapter
In diesem Kapitel werden wir weiter vertiefen, wie komplexe Geschäftsprozessemit BPMN modelliert werden können. Die hier vorgestellten Elemente bauen auf demerworbenen Wissen von Kap. 3 auf. Wir werden insbesondere näher auf Aktivitäten, Ereignisse und Gatter eingehen. Wir werden Aktivitäten erweitern, um komplexere Formen von Nacharbeit und Wieder...
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In den letztenProzesserhebung beiden Kapiteln haben wir uns mit der Frage beschäftigt, wie man Prozessmodelle erstellt. Dabei sind wir meist von der Annahme ausgegangen, dass es eine textbasierte Beschreibung des Prozesses gibt. In der Praxis ist das aber nur selten der Fall, zumindest wenn ein Prozessmodell zum allerersten Mal erstellt wird. Es gi...
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Die gründliche Analyse eines Geschäftsprozesses bringt eine ganze Reihe von Problemen zu Tage. Beispielsweise verlangsamen Engpässe den Prozess oder die Kosten für die Ausführung sind zu hoch. Diese Probleme deuten auf verschiedene Möglichkeiten zur Prozessverbesserung hin. Das Problem ist jedoch, dass die Verbesserung oft nicht systematisch angega...
Chapter
wir eine Reihe vonMethoden und verwandten Techniken für die Identifizierung, Entdeckung, Analyse, Neugestaltung, Implementierung und Überwachung von Geschäftsprozessen vorgestellt. Entlang der sechs Phasen des BPM-Lebenszyklus haben wir auch Softwarewerkzeuge und -systeme besprochen, die uns bei der Anwendung dieser Methoden für das effektive Manag...
Chapter
In den vorangegangenen Kapiteln haben wir gelernt, wie man qualitative und quantitative Analyseverfahren einsetzt, um Probleme in bestehenden Geschäftsprozessen zu identifizieren. Wir haben auch gesehen, dass viele Prozesse in der Praxis Probleme mit der Durchlaufzeiteffizienz haben. Verschiedene Heuristiken unterstreichen das Potenzial, das im Ein...
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DieProzessanalyse qualitative AnalyseProzessanalyse ist ein wertvolles Instrument, um systematische Einblicke in einen Prozess zu gewinnen. Die Ergebnisse der qualitativen Analyse sind jedoch manchmal nicht präzise genug, um eine solide Entscheidungsgrundlage zu schaffen. Denken Sie an den Prozessverantwortlichen des Vermietungsprozesses von BuildI...
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In den vorangegangenen Kapiteln haben wir gelernt, wie man konzeptionelle Prozessmodelle erstellt und diese für Dokumentations- und AnalysezweckeProzessimplementierung einsetzt. Diese Modelle sind aufgrund ihres Zwecks bewusst abstrakt, d. h. sie enthalten keine Details zur technischen Umsetzung. Das bedeutet, dass konzeptionelle Prozessmodelle sys...
Chapter
Die Prozessidentifikation (engl.: process identification) zielt darauf ab, die Geschäftsprozesse eines Unternehmens systematisch zu definieren und klare Kriterien für die Auswahl zu verbessernder Prozesse festzulegen. Das Ergebnis der Prozessidentifikation ist eine Prozessarchitektur, die die Prozesse und ihre Beziehungen darstellt. Diese Prozessar...
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Modelle von Geschäftsprozessen sind in verschiedenen Phasen des BPM-Lebenszyklus von Bedeutung. Bevor wir mit der Modellierung eines Prozesses beginnen, ist es wichtig zu verstehen, warum wir diesen modellieren. Die Modelle, die wir erstellen, werden je nach dem Zweck, für den wir sie erstellen, recht unterschiedlich aussehen. Es gibt viele Gründe,...
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Sobaldwir einen neu gestaltetenGeschäftsprozess implementiert und eingeführt haben, kann es passieren, dass der neue Prozess nicht unseren Erwartungen entspricht. Beispielsweise können bestimmte Arten von unvorhergesehenen Ausnahmen auftreten, die Bearbeitungszeit einiger Aufgaben kann aufgrund dieser Ausnahmen viel höher sein als erwartet, und War...
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Die Analyse von Geschäftsprozessen ist sowohl eine Kunst als auch eine Wissenschaft. In dieser Hinsicht ist die qualitative Analyse die künstlerische Seite der Prozessanalyse. Wie in der bildenden Kunst, zum Beispiel in der Malerei, gibt es nicht nur eine einzige Möglichkeit, eine gute Prozessanalyse zu erstellen, sondern eine Reihe von Prinzipien...
Article
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Process models are widely used for various system analysis and design activities, but it is challenging for stakeholders to understand these complex artifacts. In this work, we focus on the use of dynamic visualization techniques, in particular animation, to help reduce users’ cognitive load when making sense of process models. We built on the prin...
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Geschäftsprozessmanagement (engl.: business process management (BPM)) ist die Kunst und Wissenschaft, die Arbeit in einer Organisation so zu gestalten, dass konsistente Ergebnisse sichergestellt und Verbesserungspotenziale genutzt werden. In diesem Zusammenhang kann der Begriff „Verbesserung“ in Abhängigkeit von den Zielen der Organisation untersch...
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The aim of a process discovery algorithm is to construct from event data a process model that describes the underlying, real-world process well. Intuitively, the better the quality of the input event data, the better the quality of the resulting discovered model should be. However, existing process discovery algorithms do not guarantee this relatio...
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Business Process Management (BPM) embodies a management philosophy, which is supported by a range of methods, techniques, and tools. Academics are continuously expanding this repertoire. In this overview article, the themes are sketched that characterize the development of the BPM discipline over the years: BPM Systems, process modeling, process de...
Book
Dieses Lehrbuch umfasst den gesamten Lebenszyklus des Geschäftsprozessmanagements (BPM), von der Prozessidentifikation bis zur Prozessüberwachung, und die entsprechenden Schritte der Erhebung, Analyse, Verbesserung und Implementierung von Prozessen. Dabei werden Konzepte, Methoden und Werkzeuge der Betriebswirtschaftslehre, der Informatik und der I...
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Industrial organisations spend considerable resources on training employees with respect to the organisations’ business processes. These resources include business process models, diagrams depicting vital activities, workflows, roles, systems, and data within these processes. However, these models are difficult to comprehend, partly because they po...
Preprint
The aim of a process discovery algorithm is to construct from event data a process model that describes the underlying, real-world process well. Intuitively, the better the quality of the event data, the better the quality of the model that is discovered. However, existing process discovery algorithms do not guarantee this relationship. We demonstr...
Chapter
Full-text available
Declarative process modeling languages, such as Declare, represent processes by means of temporal rules, namely constraints. Those languages typically come endowed with a graphical notation to draw such models diagrammatically. In this paper, we explore the effects of diagrammatic representation on humans’ deductive reasoning involved in the analys...
Preprint
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Processes, such as patient pathways, can be very complex, comprising of hundreds of activities and dozens of interleaved subprocesses. While existing process discovery algorithms have proven to construct models of high quality on clean logs of structured processes, it still remains a challenge when the algorithms are being applied to logs of comple...
Chapter
Full-text available
Robotic Process Automation (RPA) is a term for software tools that operate on the user interface while trying to mimic a real user. Organizations are eager to adopt RPA, since the technology promises significant benefits such as cost savings. However, it is unclear how organizations should govern RPA. The burden of maintenance, in particular, can b...
Chapter
Process mining enables organizations to capture and improve their processes based on fact-based process execution data. A key question in the context of process improvement is how response s to an event (action) result in desired or undesired outcomes (effects). From a process perspective, this requires understanding the action-response patterns th...
Chapter
Existing techniques for the redesign of business processes are mostly concerned with optimizing efficiency and productivity, but do not take social considerations into account. In this paper, we represent social business process redesign (SBPR) as a constrained optimization problem (COP). Assuming a workforce of human and computer resources, SBPR c...
Article
Full-text available
Process mining techniques use event logs as input. When analyzing complex databases, these event logs can be built in many ways. Events need to be grouped into traces corresponding to a case. Different groupings provide different views on the data. Building event logs is usually a time-consuming, manual task. This paper provides a precise view on t...
Conference Paper
Full-text available
Robotic Process Automation (RPA) is a term for software tools that operate on the user interface while trying to mimic a real user. Organizations are eager to adopt RPA, since the technology promises significant benefits such as cost savings. However, it is unclear how organizations should govern RPA. The burden of maintenance, in particular, can b...
Article
Full-text available
Process mining has been successfully applied in the healthcare domain and has helped touncover various insights for improving healthcare processes. While the benefits of process miningare widely acknowledged, many people rightfully have concerns about irresponsible uses of personaldata. Healthcare information systems contain highly sensitive inform...
Chapter
We propose in this paper a conceptual framework for the hierarchical decomposition of Non-Functional Requirements (NFRs) from the business process level to the web service level. This framework seeks to reduce the dependence on a particular IT expert’s knowledge by simplifying the dialog between the business and IT areas. The proposed framework rel...
Article
Through the application of Robotic Process Automation (RPA) organisations aim to increase their operational efficiency. In RPA, robots, or ‘bots’ for short, represent software agents capable of interacting with software systems by mimicking user actions, thus alleviating the workload of the human workforce. RPA has already seen significant uptake i...
Preprint
Trace clustering has increasingly been applied to find homogenous process executions. However, current techniques have difficulties in finding a meaningful and insightful clustering of patients on the basis of healthcare data. The resulting clusters are often not in line with those of medical experts, nor do the clusters guarantee to help return me...
Book
This book constitutes the proceedings of the Blockchain and Robotic Process Automation (RPA) Forum which was held as part of the 18th International Conference on Business Process Management, BPM 2020. The conference was planned to take place in Seville, Spain, in September 2020. Due to the COVID-19 pandemic the conference took place virtually. The...
Chapter
People with intellectual disabilities often live in residential care facilities that aim to provide their clients with the best possible quality of life. Aggressive behavior forms a threat to not only the quality of life of the clients, but also the safety of the staff. This study aims to uncover the dynamics underlying the evolution of aggressive...
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Organizations use Key Performance Indicators (KPIs) to monitor whether they attain their goals. To support organizations at tracking the performance of their business, software vendors offer dashboards to these organizations. For the development of the dashboards that will engage organizations and enable them to make informed decisions, software ve...
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Understanding conceptual models of business domains is a key skill for practitioners tasked with systems analysis and design. Research in this field predominantly uses experiments with specific user proxy cohorts to examine factors that explain how well different types of conceptual models can be comprehended by model viewers. However, the results...
Conference Paper
Process modeling guidelines are an essential tool to help process modelers to create models that are correct and easy to understand. Many guidelines have been proposed in the literature, but there is little empirical evidence to which extent guidelines are effectively used. This paper addresses this research gap by presenting the results of a semi-...
Chapter
Trace clustering has increasingly been applied to find homogenous process executions. However, current techniques have difficulties in finding a meaningful and insightful clustering of patients on the basis of healthcare data. The resulting clusters are often not in line with those of medical experts, nor do the clusters guarantee to help return me...
Chapter
Full-text available
Although there are many business process improvement (BPI) methods, organizations are struggling to apply them effectively. We answer to the call to focus more on the organizational context in BPI projects. We use workarounds – deviations from the prescribed way of using an information system – as a specific angle to approach BPI. In five healthcar...
Conference Paper
Full-text available
Process models are an important means to capture information on organizational operations and often represent the starting point for process analysis and improvement. Since the manual elicitation and creation of process models is a time-intensive endeavor, a variety of techniques have been developed that automatically derive process models from tex...
Chapter
Full-text available
Process models are an important means to capture information on organizational operations and often represent the starting point for process analysis and improvement. Since the manual elicitation and creation of process models is a time-intensive endeavor, a variety of techniques have been developed that automatically derive process models from tex...
Chapter
The robotic automation of processes is of much interest to organizations. A common use case is to automate the repetitive manual tasks (or processes) that are currently done by back-office staff through some information system (IS). The lifecycle of any Robotic Process Automation (RPA) project starts with the analysis of the process to automate. Th...
Preprint
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Process-aware Recommender systems (PAR systems) are informationsystems that aim to monitor process executions, predict their outcome, and rec-ommend effective interventions to reduce the risk of failure. This paper discussesmonitoring, predicting, and recommending using a PAR system within a finan-cial institute in the Netherlands to avoid faulty e...
Chapter
Full-text available
Organizations utilize Key Performance Indicators (KPIs) to monitor whether they attain their goals. For this, software vendors offer predefined KPIs in their enterprise software. However, the predefined KPIs will not be relevant for all organizations due to the varying needs of them. Therefore, software vendors spend significant efforts on offering...
Conference Paper
Non-functional Requirements (NFRs) of web services are defined by IT teams at the implementation level often as Quality of Service (QoS) attributes. Orchestrating web services to run business processes requires a rigorous definition of the NFRs of such web services. The definition of QoS attributes should consider the business process NFRs since mi...
Conference Paper
Business monitoring approaches usually address indicators associated with processes only at the service level; i.e., related to the services implementing the processes. Monitoring at the service level raises technical measures geared to Information Technology (IT) managers. Monitoring of Key Performance Indicators (KPIs) is usually carried out at a...
Conference Paper
Full-text available
Many healthcare processes are complex and variable, which makes it difficult to align them with rigid information systems. To cope with the resulting misalignment, caregivers invent alternatives, also known as workarounds. Workarounds with negative consequences, such as those that affect the safety of patients, need to be prevented. However, those...
Preprint
Grouping patients meaningfully can give insights about the different types of patients, their needs, and the priorities. Finding groups that are meaningful is however very challenging as background knowledge is often required to determine what a useful grouping is. In this paper we propose an approach that is able to find groups of patients based o...
Article
Full-text available
Process mining techniques require event logs which, in many cases, are obtained from databases. Obtaining these event logs is not a trivial task and requires substantial domain knowledge. In addition, an extracted event log provides only a single view on the database. To change our view, e.g., to focus on another business process and generate anoth...
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Documenting business processes using process models is common practice in many organizations. However, not all process information is best captured in process models. Hence, many organizations complement these models with textual descriptions that specify additional details. The problem with this supplementary use of textual descriptions is that ex...