Resumo

PINEDA BRAVO, Fidel  e  PEREZ GARCIA, Waldo. Diagnosis of tourist processes applying techniques of process mining. Universidad y Sociedad [online]. 2021, vol.13, n.3, pp. 189-200.  Epub 02-Jun-2021. ISSN 2218-3620.

Traditional diagnostics of tourism processes do not efficiently use the data contained in current information systems; they are costly in time and material resources, not very exhaustive and have a partial and incomplete view of business processes, which translates into little speed, flexibility and objectivity in decision making on the execution of hotel business processes. With process mining tools it is possible to efficiently use the event data stored in these systems to automatically discover, track and improve, quickly and objectively, real tourism processes. However, the application of process mining in practice is not trivial. This article presents a procedure to guide the execution of process diagnosis projects in Cuban tourism enterprises, applying process mining techniques. By means of a case study, in the Horizontes Los Caneyes hotel, the results of the application of the procedure are presented, obtaining valuable information and concrete improvement ideas for the hotel reception process.

Palavras-chave : Business process; diagnosis phase, process mining.

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