Ariston Thermo Group is one of the leading Italian companies that produces heating systems and heating related products, mainly under Ariston, Elco, Racold, Chaffoteaux, Atag, Thermowatt and other brands. It is a family owned company with headquarters located in Fabriano, Marche region. During the years, the company managed to establish a global presence, and today Ariston has more than 150 distribution countries and more than 7000 employees. After finishing my exams at Politecnico di Milano, I started a 6-month internship in the company, as part of the ICT (Information Communication Technologies) sector, more precisely in the CRM (Customer Relationship Management) team. The first three months of the internship were mostly dedicated for the training, while the last three months were dedicated for project work. After careful consideration and discussion with my mentor, Professor Giuseppe Pozzi, and the CIO of the company, Giovani Daconto, we decided that it is possible to use the real-life information available from the company for the purpose of this thesis. Today’s large enterprise companies use different kinds of information systems in order to store relevant events in an easy accessible and structured form. Along with the growth of the availability of these event logs, there is also an increased interest in the process mining techniques. The final goal of process mining is to use the event data stored in the event logs and with the help of tools such as ProM to support the automatic discovery of the process models. Process mining can be seen as a complementary technique to BPM (Business Process Management). The mix of knowledge from the both worlds – the information technology one and management makes this discipline more and more attractive since it is a very good starting point for realizing in what way a productivity can be increased and costs can be lowered. Continuing furthermore, during the internship in Ariston Thermo, a data extraction was done, from ClickSoftware, one of the many information systems they are using in the company, and an event log database that is related to the direct service model which the company has implemented in the countries Switzerland, Germany and Austria, was built. For further analysis, and building of the process model, the process mining tool ProM was used. ProM is an extensible framework, built in Java, that is using different kinds of plug-ins for a vast variety of process mining techniques. It can be downloaded free of charge and it is welcoming scientists, developers and researchers to enrich this tool, by helping with the development of new or already existing plug-ins. Finally, the aim of this thesina is to put theory into practice, combine the knowledge gathered during the studies in Politecnico di Milano and the real life experience gathered during the internship in Arison thermo and to build a symbiosis between these two different aspects. It describes in detail how the business process was built, which algorithm was used, and how the outcome differs from the actual model that the company is using.
Ariston Thermo Group (ATG) è un’impresa italiana leader nel mercato globale del comfort termico, che produce e commercializza soluzioni e sistemi per il riscaldamento dell’acqua e degli ambienti, con i marchi Ariston, Elco, Racold, Chaffoteaux, Atag, Thermowatt, e diversi altri.A gestione familiare, il Gruppo ha sede nelle Marche, a Fabriano, dove negli anni ’30 ha avuto inizio la storia imprenditoriale del fondatore Aristide Merloni. Nata come realtà locale prima, e nazionale poi, nel corso degli anni l’azienda ha raggiunto una dimensione globale: ad oggi l’ATG ha più di 7000 dipendenti e commercializza i suoi prodotti in più di 150 paesi. Il tirocinio, della durata di sei mesi, è stato svolto all’interno del reparto Information Communication Technologies (ICT) della società, in collaborazione con il team Customer Relationship Management (CRM).I primi 3 mesi sono stati dedicati principalmente al training e all’apprendimento di quelle modalità di lavoro che si sono poi rivelate utili e necessarie nei successivi tre mesi, focalizzati invece al project work. Dopo attente analisi e discussioni con il Professor Giuseppe Pozzi e con il Chief Information Officer (CIO) di Ariston, Giovanni Daconto, si è rivelato possibile utilizzare le informazioni real-life ottenute durante la permanenza in azienda come base per il lavoro di questa tesi. Le grandi compagnie, oggi, usando diversi tipi di sistemi informativi per immagazzinare dati relativi agli event in maniera strutturata e facilmente accessibile. Parallelamente all’aumento del numero di event registrati, è aumentato anche l’interesse riguardo alle tecniche di process mining. Il fine ultimo di questi processi è quello di utilizzare tutti i dati contenuti nel registro eventi e, con l’aiuto di strumenti informatici come ProM, di supportare la modellizzazione automatica dei processi. Il process mining può quindi essere visto come una tecnica complementare al Business Process Management (BPM). La fusione delle conoscenze di questi due mondi – il management e l’information technology – rende questa disciplina particolarmente attraente in quanto pone le basi per comprendere come sia possibile aumentare la produttività e ridurre i costi. Durante il periodo del tirocinio è stata effettuata una data extraction tramite ClickSoftware, uno dei diversi sistemi informativi utilizzati all’interno dell’azienda, ed è stato costruito un event log database relativo al direct service model che Ariston ha implementato in Svizzera, Germania ed Austria. Per le analisi successive e la creazione del process model è stato utilizzato il mining tool ProM. Questo software è un framework estensibile, costruito in Java, the utilizza differenti tipi di plug-in per una vasta varietà di tecniche di mining. Può essere ottenuto gratuitamente ed i suoi sviluppatori lasciano la libertà alla comunità scientifica di migliorarlo, sviluppando nuovi plug-in o perfezionando quelli esistenti. In conclusione, lo scopo di questa Tes è di applicare la teoria alla pratica, unendo e creando una simbiosi tra le competenze acquisite durante gli studi universitari e l’esperienza aziendale maturata durante il periodo in Ariston.Questo elaborato descrive in dettaglio come è stato costruito il business process, quali algoritmi sono stati utilizzati e come i risultati differiscano dal modello che la compagnia sta attualmente utilizzando.
Process mining. Building a process model for the direct service of Ariston Thermo Group
VELKOVSKA, GORDANA
2017/2018
Abstract
Ariston Thermo Group is one of the leading Italian companies that produces heating systems and heating related products, mainly under Ariston, Elco, Racold, Chaffoteaux, Atag, Thermowatt and other brands. It is a family owned company with headquarters located in Fabriano, Marche region. During the years, the company managed to establish a global presence, and today Ariston has more than 150 distribution countries and more than 7000 employees. After finishing my exams at Politecnico di Milano, I started a 6-month internship in the company, as part of the ICT (Information Communication Technologies) sector, more precisely in the CRM (Customer Relationship Management) team. The first three months of the internship were mostly dedicated for the training, while the last three months were dedicated for project work. After careful consideration and discussion with my mentor, Professor Giuseppe Pozzi, and the CIO of the company, Giovani Daconto, we decided that it is possible to use the real-life information available from the company for the purpose of this thesis. Today’s large enterprise companies use different kinds of information systems in order to store relevant events in an easy accessible and structured form. Along with the growth of the availability of these event logs, there is also an increased interest in the process mining techniques. The final goal of process mining is to use the event data stored in the event logs and with the help of tools such as ProM to support the automatic discovery of the process models. Process mining can be seen as a complementary technique to BPM (Business Process Management). The mix of knowledge from the both worlds – the information technology one and management makes this discipline more and more attractive since it is a very good starting point for realizing in what way a productivity can be increased and costs can be lowered. Continuing furthermore, during the internship in Ariston Thermo, a data extraction was done, from ClickSoftware, one of the many information systems they are using in the company, and an event log database that is related to the direct service model which the company has implemented in the countries Switzerland, Germany and Austria, was built. For further analysis, and building of the process model, the process mining tool ProM was used. ProM is an extensible framework, built in Java, that is using different kinds of plug-ins for a vast variety of process mining techniques. It can be downloaded free of charge and it is welcoming scientists, developers and researchers to enrich this tool, by helping with the development of new or already existing plug-ins. Finally, the aim of this thesina is to put theory into practice, combine the knowledge gathered during the studies in Politecnico di Milano and the real life experience gathered during the internship in Arison thermo and to build a symbiosis between these two different aspects. It describes in detail how the business process was built, which algorithm was used, and how the outcome differs from the actual model that the company is using.| File | Dimensione | Formato | |
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https://hdl.handle.net/10589/143781