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Analyzing Resource Behavior Using Process Joyce Nakatumba and Wil M.P. van der Aalst

Summary: Analyzing Resource Behavior Using Process
Joyce Nakatumba and Wil M.P. van der Aalst
Eindhoven University of Technology
P.O. Box 513, NL-5600 MB, Eindhoven, The Netherlands
{jnakatum, w.m.p.v.d.aalst}@tue.nl
Abstract. It is vital to use accurate models for the analysis, design,
and/or control of business processes. Unfortunately, there are often im-
portant discrepancies between reality and models. In earlier work, we have
shown that simulation models are often based on incorrect assumptions
and one example is the speed at which people work. The "Yerkes-Dodson
Law of Arousal" suggests that a worker that is under time pressure may
become more efficient and thus finish tasks faster. However, if the pres-
sure is too high, then the worker's performance may degrade. Tradition-
ally, it was difficult to investigate such phenomena and few analysis tools
(e.g., simulation packages) support workload-dependent behavior. Fortu-
nately, more and more activities are being recorded and modern process
mining techniques provide detailed insights in the way that people really
work. This paper uses a new process mining plug-in that has been added
to ProM to explore the effect of workload on service times. Based on


Source: Aalst, W.M.P.van der - Wiskunde en Informatica, Technische Universiteit Eindhoven


Collections: Computer Technologies and Information Sciences