Business process automation through ChatBots implementation: A case study of an IT service process at Philips

Nowadays, the term "automation" is gaining extensive interest in both industrial and business fields. There is also a trend of achieving deeper automation in the business processes, which is a part of Business Process Automation (BPA). Among various BPA technologies, Robotic Process Automation (RPA) has attracted increasing research attention....

The prioritization and categorization method (PCM) process evaluation at Ericsson: a case study

Purpose: The purpose of this paper is to demonstrate and evaluate the prioritization and categorization method (PCM), which facilitates the active participation of process stakeholders (managers, owners, customers) in process assessments. Stakeholders evaluate processes in terms of effectiveness, efficiency and relevance against certain...