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Considering Business Process Complexity Through the Lens of Textual Data

Authors:
Aleksandra Revina

Keywords: Business Process Management; Process Complexity; Natural Language; Text Understanding; Linguistics

Abstract:
Organizations are challenged by a growing Business Process complexity as a result of new technologies and continuously generated data flows of various types and volumes. These are likely to result in the organizational performance decrease and loss of control. While textual data is reasonably considered one of the most typical data types in organizations, the mainstream of Business Process complexity research is driven by software complexity approaches, whereby textual data remains discarded. In our work, we explore the potential of textual data generated by the process participants from a linguistic perspective and suggest a textual data-based process complexity concept. We illustrate our proposition with the real-world IT ticket processing scenario and identify IT ticket complexity based on the IT ticket description texts provided by the customers. Our findings evidence sufficient prediction quality and positive influence of linguistic features on the prediction quality.

Pages: 12 to 14

Copyright: Copyright (c) IARIA, 2021

Publication date: July 18, 2021

Published in: conference

ISSN: 2308-4529

ISBN: 978-1-61208-877-8

Location: Nice, France

Dates: from July 18, 2021 to July 22, 2021