Over the years, patient satisfaction has become a key factor when evaluating the quality of healthcare. There is a constant desire to further analyze patients' needs and expectations, with the aim of improving their healthcare experience. With tools such as customer journey maps (CJM), two objectives are addressed: a) identify how patients interact through the phases of the care cycle and b) execute multiple analyses to deliver a wide variety of outcomes focused on improving patient experience, through the combination of these tools with emerging disciplines such as process mining. We propose a new method based on a predefined framework to optimize the creation of healthcare indicators through process mining. Our method focuses on identifying touchpoints, defining, calculating, validating, and visualizing Key Performance Indicators (KPIs) in a clinical process. The proposed method was applied to analyze an emergency room process as a case study. Results demonstrate the usefulness of the method to discover the main process interaction points, to create key indicators, and generate dashboards that support the goal of understanding and optimizing patient care.

The challenging environment in which organizations live today address significant challenges in the daily processes they perform, and how the use of data stored in their information systems can support them in improving decision making. Given that technologies and processes have been evolving, managing processes implies a changing and adaptive scenario, with the task of making the execution of processes more effective and efficient. This paper proposes a method that combines the application of business intelligence and process intelligence techniques as an approach to analyze and evaluate support processes through help desks. The suitability of the method is illustrated through a case study of a software products related incident process. The results cover process discovery and analysis through three process mining perspectives.

The structure and the way in which organizations manage their projects have evolved. Agile software development has emerged as an alternative to manage projects management processes more efficiently. Process mining allows the analysis of project historical information and proposing improvements for agile processes. A systematic mapping study (SMS) was conducted to classify the proposed approaches in agile development methodologies that uses process mining. A total of 502 studies were identified, and finally 6 studies were selected and analyzed according to distinct aspects. Conference proceedings is the most common venue. There is a concentration of approaches published that comes from Asia and Europe. Disco tool is the most frequently used tool. Meanwhile, the process discovery being the most relevant process mining type used by researchers in this research area. There are two evaluation methods reported as being used: case study and running example, where Scrum is the most frequently methodology used. To the best of our knowledge, this is the first research that has been conducted to generate a SMS in this research area.

Nowadays, the information systems are an indispensable resource for the organizations. The processes that are managed through these systems most of the time are hard to understand, maintain and improve. The data associated to the process becomes the main source and input to do all types of analysis. Process Mining allows the extraction of useful knowledge from the generated information of the corporate systems. This work suggests a methodology based on process mining to execute process support analysis of a corporate intranet implemented in SharePoint Server. With the extracted information it is possible to do analysis from several perspectives. The obtained results allow administrators of this type of technology platforms to evaluate the techniques used and generate benefits. The methodology was applied in a case study for a Retail client, besides doing an exploratory analysis of the data for two additional clients in the Industrial Safety industry in Chile.

This article has the purpose of presenting the results of a gender-driven investigation about the perception that students, enrolled in the Bachelor of enterprise computing/Corporate IT offered at the University of Costa Rica (Western Campus), have when choosing a career to enroll in and what their work life expectations are. This essay presents therefore; the factors that encourage women, in the largest regional campus (San Ramon and Grecia), to enroll in this program and it points out what their expectations are for when they will walk out in the working market. This essay also includes an analysis on the similarities and differences found when compared to the opinions of men in this same regional campus.