Extending the L* Process Mining Model with Quality Management and Business Improvement Tools and Techniques
Name
Jesus Agustin Guerrero Topete
Abstract
The purpose of this thesis is to determine whether is possible to expand the L*life-cycle model with Six Sigma’s DMAIC model, the ISO 9001:2008 Quality Management System, and business improvement frameworks like the Baldrige Criteria for Performance Excellence for Business and NonprofitTM, and the European Foundation for Quality Management Excellence ModelTM. The work related to the Process Mining project where the L* life-cycle model was expanded with Six Sigma’s DMAIC model has been conducted in an Italian IT Company with data from company’s Help Desk and Software Quality Assurance operations. The work conducted in the company pursues in proving that the DMAIC cycle can provide an expanded framework for the L* life-cycle model in all of its stages while employing state of the art Process Mining techniques and Process Mining software.
Graduation Thesis language
English
Graduation Thesis type
Master - Software Engineering
Supervisor(s)
Marlon Dumas
Defence year
2015