Browsing by Author "Gonzalez-Lopez, Fernanda "

Now showing 1 - 5 of 5
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    Case model landscapes: toward an improved representation of knowledge-intensive processes using the fCM-language
    (2021) Gonzalez-Lopez, Fernanda; Pufahl, Luise; Muñoz Gama, Jorge; Herskovic Maida, Valeria Paz; Sepúlveda Fernández, Marcos Ernesto
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    Domain Model Based Design of Business Process Architectures
    (2022) Gonzalez-Lopez, Fernanda ; Bustos, Guillermo ; Munoz-Gama, Jorge ; Sepúlveda, Marcos
    A business process architecture (BPA) model depicts business processes in an organization and their relations. An artifact for generating BPA models is proposed as the outcome of a design science research project. The proposed artifact consists of a method (i.e., a set of concepts, a proposed notation, and a detailed procedure), which is termed the domain-based BPA (dBPA) method due to using domain models as a starting point. The dBPA method tackles issues of currently available approaches: lack of structured inputs, limited consideration of process relations types, and restricted use of industry-standard modeling languages. The paper formalizes the dBPA method and illustrates its application in the manufacturing industry. Evaluation of the dBPA method revealed that practitioners perceived it as useful to achieve its goal with the benefits of being objective and clear and allowing to create complete and understandable BPA models that enable the integration of processes and the software that automates them.
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    Omnichannel Customer Experience and Management: An Integrative Review and Research Agenda
    (2021) Gonzalez-Lopez, Fernanda
    In a highly competitive landscape, adopting an omnichannel approach might lead to a market advantage in terms of acquiring and retaining customers, as well as a means to ensure business sustainability. Omnichannel organizations situate the customer at the core of their interaction. However, research on omnichannel customer experience (CX) is still fragmented. In this paper, by adopting an integrative approach, we aim to articulate the empirical evidence around omnichannel CX and its management. Moreover, we show how research around omnichannel CX emerged from different theoretical perspectives and disciplines such as marketing, sociology and computer science. Towards this goal, we conducted a systematic literature review-with in depth analysis of 50 papers-and identified that omnichannel CX literature has engaged a number of research streams from various theoretical perspectives. Based on the research gaps, we propose an agenda for future research including topics such as (1) understanding the customer lifecycle in an omnichannel context; (2) integrating new touchpoints and channels; (3) predicting the omnichannel customer behavior; and (4) approaching omnichannel CX in service-based organizations. We conclude that adopting an omnichannel CX management approach requires the entire organization to be customer-centric while articulating interdisciplinary teams. Available studies on omnichannel CX provide the foundations for extending the knowledge on this topic and developing tools for practitioners to use in the omnichannel management assessment, operationalization, and measurement.
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    Process Mining for Healthcare: Characteristics and Challenges
    (2022) Gonzalez-Lopez, Fernanda
    Process mining techniques can be used to analyse business processes using the data logged during their execution. These techniques are leveraged in a wide range of domains, including healthcare, where it focuses mainly on the analysis of diagnostic, treatment, and organisational processes. Despite the huge amount of data generated in hospitals by staff and machinery involved in healthcare processes, there is no evidence of a systematic uptake of process mining beyond targeted case studies in a research context. When developing and using process mining in healthcare, distinguishing characteristics of healthcare processes such as their variability and patient-centred focus require targeted attention. Against this background, the Process-Oriented Data Science in Healthcare Alliance has been established to propagate the research and application of techniques targeting the data-driven improvement of healthcare processes. This paper, an initiative of the alliance, presents the distinguishing characteristics of the healthcare domain that need to be considered to successfully use process mining, as well as open challenges that need to be addressed by the community in the future.
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    ProDeM: A Process-Oriented Delphi Method for systematic asynchronous and consensual surgical process modelling
    (ELSEVIER, 2023) Gonzalez-Lopez, Fernanda; Martin, Niels; de la Fuente, Rene; Galvez-Yanjari, Victor; Guzman, Javiera; Kattan, Eduardo; Sepulveda, Marcos; Muñoz Gama, Jorge
    Surgical process models support improving healthcare provision by facilitating communication and reasoning about processes in the medical domain. Modelling surgical processes is challenging as it requires integrating information that might be fragmented, scattered, and not process-oriented. These challenges can be faced by involving healthcare domain experts during process modelling. This paper presents ProDeM: a novel ProcessOriented Delphi Method for the systematic, asynchronous, and consensual modelling of surgical processes. ProDeM is an adaptable and flexible method that acknowledges that: (i) domain experts have busy calendars and might be geographically dispersed, and (ii) various elements of the process model need to be assessed to ensure model quality. The contribution of the paper is twofold as it outlines ProDeM, but also demonstrates its operationalisation in the context of a well-known surgical process. Besides showing the method's feasibility in practice, we also present an evaluation of the method by the experts involved in the demonstration.