A sequence analytics approach for detecting handoff patterns in workflows: an exploratory case study on the Volvo IT incident management process

Show simple item record

dc.contributor.author Kumar, Akhill
dc.contributor.author Thummadi, B. Veeresh
dc.contributor.editor Maedche, Alexander
dc.contributor.editor vom Brocke, Jan
dc.contributor.editor Hevner, Alan
dc.date.accessioned 2017-08-11T08:39:00Z
dc.date.available 2017-08-11T08:39:00Z
dc.date.issued 2017
dc.identifier.citation Kumar, A., Storey, V., Woo, C. 2017. 'Domain Design Principles for Managing Complexity in Conceptual Modeling'. In: Maedche, A., vom Brocke, J., Hevner, A. (eds.) Designing the Digital Transformation: DESRIST 2017 Research in Progress Proceedings of the 12th International Conference on Design Science Research in Information Systems and Technology. Karlsruhe, Germany. 30 May - 1 Jun. Karslruhe: Karlsruher Institut für Technologie (KIT), pp. 1-10 en
dc.identifier.startpage 11
dc.identifier.endpage 19
dc.identifier.issn 2194-1629
dc.identifier.uri http://hdl.handle.net/10468/4437
dc.description.abstract In this study, we analyze the activity logs of fully resolved incident management tickets in the Volvo IT department to understand the handoff patterns i.e., how actors pass work from one to another using a sequence analytic approach (a method for studying activity patterns from event log sequences). A generic actor pattern here describes the sequence in which actors participate in the resolution of an incident. We classify actor handoff patterns as straight, loop and ping-pong. Then we analyze the patterns by frequency and duration to draw insights about how actor patterns affect the incident resolution time. The results are quite surprising. In particular, we find that certain loop and ping-pong patterns outperform straight patterns even though more steps are involved in them. Our results have implications for resource allocation in organizations. They suggest that handoff patterns should be another factor to be considered while allocating work to actors along with position, role, experience, skill, preferences, etc. en
dc.format.mimetype application/pdf en
dc.language.iso en en
dc.publisher Karlsruher Institut für Technologie (KIT) en
dc.relation.ispartof Designing the Digital Transformation: DESRIST 2017 Research in Progress Proceedings of the 12th International Conference on Design Science Research in Information Systems and Technology. Karlsruhe, Germany. 30 May - 1 Jun.
dc.relation.uri https://publikationen.bibliothek.kit.edu/1000069452
dc.relation.uri http://desrist2017.kit.edu/
dc.rights ©2017, The Author(s). This document is licensed under the Creative Commons Attribution – Share Alike 4.0 International License (CC BY-SA 4.0): https://creativecommons.org/licenses/by-sa/4.0/deed.en en
dc.rights.uri https://creativecommons.org/licenses/by-sa/4.0/deed.en
dc.subject Workflows en
dc.subject Routines en
dc.subject Handoffs en
dc.subject Sequence analytics en
dc.subject Actor patterns en
dc.subject Pattern variety en
dc.title A sequence analytics approach for detecting handoff patterns in workflows: an exploratory case study on the Volvo IT incident management process en
dc.type Conference item en
dc.internal.availability Full text available en
dc.description.version Published Version en
dc.description.status Peer reviewed en
dc.internal.conferencelocation Karlsruhe, Germany.
dc.internal.IRISemailaddress veereshthummadi@psu.edu en


Files in this item

This item appears in the following Collection(s)

Show simple item record

©2017, The Author(s). This document is licensed under the Creative Commons Attribution – Share Alike 4.0 International License (CC BY-SA 4.0): https://creativecommons.org/licenses/by-sa/4.0/deed.en Except where otherwise noted, this item's license is described as ©2017, The Author(s). This document is licensed under the Creative Commons Attribution – Share Alike 4.0 International License (CC BY-SA 4.0): https://creativecommons.org/licenses/by-sa/4.0/deed.en
This website uses cookies. By using this website, you consent to the use of cookies in accordance with the UCC Privacy and Cookies Statement. For more information about cookies and how you can disable them, visit our Privacy and Cookies statement