{"id":"https://openalex.org/W4381744506","doi":"https://doi.org/10.1109/cscwd57460.2023.10152780","title":"Process Mining and Root Cause Analysis for Detecting Inefficiencies in Business Processes: an Applied Case in a Brazilian Telecommunications Provider","display_name":"Process Mining and Root Cause Analysis for Detecting Inefficiencies in Business Processes: an Applied Case in a Brazilian Telecommunications Provider","publication_year":2023,"publication_date":"2023-05-24","ids":{"openalex":"https://openalex.org/W4381744506","doi":"https://doi.org/10.1109/cscwd57460.2023.10152780"},"language":"en","primary_location":{"id":"doi:10.1109/cscwd57460.2023.10152780","is_oa":false,"landing_page_url":"https://doi.org/10.1109/cscwd57460.2023.10152780","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 26th International Conference on Computer Supported Cooperative Work in Design (CSCWD)","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5032606600","display_name":"Luiz Fernando Puttow Southier","orcid":"https://orcid.org/0000-0003-2420-4094"},"institutions":[{"id":"https://openalex.org/I176838256","display_name":"Pontif\u00edcia Universidade Cat\u00f3lica do Paran\u00e1","ror":"https://ror.org/02x1vjk79","country_code":"BR","type":"education","lineage":["https://openalex.org/I176838256"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Luiz Fernando Puttow Southier","raw_affiliation_strings":["Pontif&#x00ED;cia Universidade Cat&#x00F3;lica do Paran&#x00E1;,Graduate Program in Informatics (PPGIa),Curitiba,Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Pontif&#x00ED;cia Universidade Cat&#x00F3;lica do Paran&#x00E1;,Graduate Program in Informatics (PPGIa),Curitiba,Brazil","institution_ids":["https://openalex.org/I176838256"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5038875314","display_name":"Esther Mar\u00eda Rojas Krugger","orcid":null},"institutions":[{"id":"https://openalex.org/I176838256","display_name":"Pontif\u00edcia Universidade Cat\u00f3lica do Paran\u00e1","ror":"https://ror.org/02x1vjk79","country_code":"BR","type":"education","lineage":["https://openalex.org/I176838256"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Esther Mar\u00eda Rojas Krugger","raw_affiliation_strings":["Pontif&#x00ED;cia Universidade Cat&#x00F3;lica do Paran&#x00E1;,Graduate Program in Informatics (PPGIa),Curitiba,Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Pontif&#x00ED;cia Universidade Cat&#x00F3;lica do Paran&#x00E1;,Graduate Program in Informatics (PPGIa),Curitiba,Brazil","institution_ids":["https://openalex.org/I176838256"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5020494341","display_name":"Cleiton dos Santos Garcia","orcid":"https://orcid.org/0000-0002-9037-4481"},"institutions":[{"id":"https://openalex.org/I4210092856","display_name":"Centro Universit\u00e1rio de Jaragu\u00e1 do Sul","ror":"https://ror.org/00j31gd42","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210092856"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Cleiton Dos Santos Garcia","raw_affiliation_strings":["Centro Universit&#x00E1;rio Cat&#x00F3;lica de Santa Catarina,Jaragua do Sul,Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Centro Universit&#x00E1;rio Cat&#x00F3;lica de Santa Catarina,Jaragua do Sul,Brazil","institution_ids":["https://openalex.org/I4210092856"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5082099991","display_name":"Edson Em\u00edlio Scalabrin","orcid":"https://orcid.org/0000-0002-3918-1799"},"institutions":[{"id":"https://openalex.org/I176838256","display_name":"Pontif\u00edcia Universidade Cat\u00f3lica do Paran\u00e1","ror":"https://ror.org/02x1vjk79","country_code":"BR","type":"education","lineage":["https://openalex.org/I176838256"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Edson Emilio Scalabrin","raw_affiliation_strings":["Pontif&#x00ED;cia Universidade Cat&#x00F3;lica do Paran&#x00E1;,Graduate Program in Informatics (PPGIa),Curitiba,Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Pontif&#x00ED;cia Universidade Cat&#x00F3;lica do Paran&#x00E1;,Graduate Program in Informatics (PPGIa),Curitiba,Brazil","institution_ids":["https://openalex.org/I176838256"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.609,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.8235652,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":96,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"53","last_page":"58"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9970999956130981,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9970999956130981,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence","score":0.98580002784729,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.9718999862670898,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/rework","display_name":"Rework","score":0.7322047352790833},{"id":"https://openalex.org/keywords/root-cause","display_name":"Root cause","score":0.6830768585205078},{"id":"https://openalex.org/keywords/root-cause-analysis","display_name":"Root cause analysis","score":0.6473561525344849},{"id":"https://openalex.org/keywords/decision-tree","display_name":"Decision tree","score":0.6436277031898499},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6181744337081909},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5404878258705139},{"id":"https://openalex.org/keywords/telecommunications-service","display_name":"Telecommunications service","score":0.523069441318512},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.5201442837715149},{"id":"https://openalex.org/keywords/broadband","display_name":"Broadband","score":0.47891080379486084},{"id":"https://openalex.org/keywords/voice-over-ip","display_name":"Voice over IP","score":0.4703265428543091},{"id":"https://openalex.org/keywords/the-internet","display_name":"The Internet","score":0.4517086446285248},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.3630940318107605},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.15601947903633118},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.14481770992279053},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.13599121570587158},{"id":"https://openalex.org/keywords/reliability-engineering","display_name":"Reliability engineering","score":0.09707796573638916}],"concepts":[{"id":"https://openalex.org/C2776543023","wikidata":"https://www.wikidata.org/wiki/Q2147046","display_name":"Rework","level":2,"score":0.7322047352790833},{"id":"https://openalex.org/C84945661","wikidata":"https://www.wikidata.org/wiki/Q7366567","display_name":"Root cause","level":2,"score":0.6830768585205078},{"id":"https://openalex.org/C130963320","wikidata":"https://www.wikidata.org/wiki/Q1401207","display_name":"Root cause analysis","level":2,"score":0.6473561525344849},{"id":"https://openalex.org/C84525736","wikidata":"https://www.wikidata.org/wiki/Q831366","display_name":"Decision tree","level":2,"score":0.6436277031898499},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6181744337081909},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5404878258705139},{"id":"https://openalex.org/C33271190","wikidata":"https://www.wikidata.org/wiki/Q3467747","display_name":"Telecommunications service","level":2,"score":0.523069441318512},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.5201442837715149},{"id":"https://openalex.org/C509933004","wikidata":"https://www.wikidata.org/wiki/Q194163","display_name":"Broadband","level":2,"score":0.47891080379486084},{"id":"https://openalex.org/C171246234","wikidata":"https://www.wikidata.org/wiki/Q81945","display_name":"Voice over IP","level":3,"score":0.4703265428543091},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.4517086446285248},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.3630940318107605},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.15601947903633118},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.14481770992279053},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.13599121570587158},{"id":"https://openalex.org/C200601418","wikidata":"https://www.wikidata.org/wiki/Q2193887","display_name":"Reliability engineering","level":1,"score":0.09707796573638916},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C149635348","wikidata":"https://www.wikidata.org/wiki/Q193040","display_name":"Embedded system","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/cscwd57460.2023.10152780","is_oa":false,"landing_page_url":"https://doi.org/10.1109/cscwd57460.2023.10152780","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2023 26th International Conference on Computer Supported Cooperative Work in Design (CSCWD)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2030594396","https://openalex.org/W2754538212","https://openalex.org/W4200610016","https://openalex.org/W3045668461","https://openalex.org/W2490884653","https://openalex.org/W4255366506","https://openalex.org/W2183996497","https://openalex.org/W2056250485","https://openalex.org/W129587375","https://openalex.org/W2110363179"],"abstract_inverted_index":{"Process":[0],"Mining":[1],"(PM)":[2],"is":[3],"a":[4,24,43,51,67,70],"research":[5],"area":[6],"that":[7,50,75,141],"focuses":[8],"on":[9,47,69],"helping":[10],"organizations":[11],"optimize":[12],"their":[13],"business":[14],"processes.":[15],"PM":[16,34,86],"provides":[17,76],"process":[18,145],"analysis":[19],"tools":[20],"and":[21,79,87,96,102,114,118,130],"techniques":[22],"with":[23,38],"wide":[25],"range":[26],"of":[27],"applications":[28],"described":[29],"in":[30],"the":[31,48,91,107,148],"literature.":[32],"Additionally,":[33],"can":[35,53],"be":[36,55],"associated":[37],"Root":[39],"Cause":[40],"Analysis":[41],"(RCA),":[42],"problem-solving":[44],"technique":[45],"based":[46],"assumption":[49],"problem":[52],"only":[54],"solved":[56],"by":[57,144],"addressing":[58],"its":[59],"underlying":[60],"cause.":[61],"In":[62],"this":[63],"study,":[64],"we":[65,124],"performed":[66],"case":[68],"real-world":[71],"Brazilian":[72],"telecommunication":[73],"company":[74],"telephony,":[77],"television,":[78],"broadband":[80],"Internet":[81],"subscription":[82],"services.":[83],"We":[84,105,133],"applied":[85,125],"RCA":[88],"to":[89],"identify":[90],"possible":[92],"causes":[93],"for":[94],"short":[95],"long-duration":[97],"services,":[98],"high":[99],"rework":[100],"rates,":[101],"activity":[103],"repetition.":[104],"split":[106],"dataset":[108],"into":[109],"three":[110],"aspects:":[111],"Support,":[112],"Cancellation,":[113],"Sales":[115],"related":[116],"services":[117],"analyzed":[119],"them":[120],"separately.":[121],"For":[122],"RCA,":[123],"both":[126],"decision":[127,139],"tree":[128],"classification":[129],"rule":[131],"mining.":[132],"identified":[134],"53":[135],"rules":[136],"over":[137],"9":[138],"trees":[140],"were":[142],"validated":[143],"specialists":[146],"from":[147],"tech":[149],"company.":[150]},"counts_by_year":[{"year":2025,"cited_by_count":3}],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2025-10-10T00:00:00"}
