一种基于流程挖掘的产品-服务流程资源分配方法

Xuequan Zhou, Yuqi Liu, G. Zacharewicz, Hua Zhang, David Chen
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引用次数: 0

摘要

随着产品服务体系的演进,以及云计算和大服务的提出和广泛应用,越来越多的制造企业正从以产品为导向转向以服务为导向。一个困难的方面是,随着客户规模的增长和客户服务需求的个性化,服务提供商不能依靠自己的资源来完成服务。此外,满足客户的需求往往需要一个完整而复杂的服务。因此,服务提供者必须提供跨企业的协同服务,并协调产品服务系统中所有参与者的资源,共同完成服务。本研究提出了一种采用双边资源整合服务模式并考虑服务过程生命周期的产品服务系统资源配置新方法。该方法基于流程挖掘技术,从存储在企业信息系统中的服务流程执行事件日志中提取知识,构建资源分配问题模型,给出基于流程挖掘的资源分配算法(PMRA)。以某空调维修服务为例,验证了本文提出的方法。本研究的贡献在于提出了一种基于过程挖掘技术的跨企业产品服务过程资源配置新方法,该方法考虑了历史数据的经验知识,为产品服务系统的服务优化提供了新的思路。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
A resource allocation method of the product−service process based on process mining
With the evolution of product service systems, as well as the proposal and wide application of cloud computing and big services, more and more manufacturing enterprises are turning from being product oriented to service oriented. A difficult aspect is that with the growth of customer scale and the personalization of customer service needs, service providers cannot rely on their own resources to fulfill services. Moreover, meeting the needs of customers often requires a complete and complex service. Therefore, the service provider has to provide cross-enterprise collaborative services and coordinate the resources of all participants in the product service system to complete the services together. This research proposes a novel resource allocation method for product service systems that adopt the bilateral resource integration service mode and considers the service process life cycle. Based on the process mining techniques, this method extracts knowledge from the execution event log of the service process stored in the enterprise information system, constructs the resource allocation problem model, and gives the process mining-based resource allocation algorithm (PMRA). We use an air conditioner repair service as a case to verify the method proposed in this study. The contribution of this study is to propose a new method of resource allocation for cross-enterprise product−service processes based on process mining techniques, which takes into account empirical knowledge from historical data and can provide a new idea for service optimization of product service systems.
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