Applying Process Mining to Predict Customer Behavior and Recommend Actions

Background In the Dutch health care system health care insurance is obligated for all residents. The government sets the basis package and insurers compete based on price and service. Customer service is therefore very important for every health insurance company; especially in the fast changing digital world. As a result customer satisfaction is the most Read More …

Mercedes-Benz Customer Assistance Center in Maastricht

Mercedes-Benz are well recognized as industry leaders in luxury service and high quality products, pushing the meaning of automobile excellence to new boundaries. You can trace the timeline of Mercedes-Benz all the way back to 1885 when Karl Benz invented the first automobile – cementing Mercedes-Benz a place in history. We know what you’re thinking, Read More …

Emergency and Operating rooms at HagaZiekenhuis

Two of the most important parts of a hospital are the Emergency room and the Operating room. HagaZiekenhuis deals with tens of thousands of patients every year. For each patient, everything is recorded in the Electronic Patient Record (Chipsoft Hix). Exploring the data recorded by both areas of the hospital opens the possibilities to understand Read More …

Happy nurses

The biggest problem that Dutch hospitals face today is the lack of nursing staff. Therefore, hospital beds are closed to maintain safety levels for the already admitted patients. However, patients on the waiting list or those already planned for elective care experience longer waiting times. And sometimes emergency care beds have to be closed causing Read More …

Real-Time Prediction of Traveler Flow within Digital Stations

In the last decennia the pressure on different types of mobility have severely increased in the Netherlands. Therefor the need for availability and reliability has increased. Siemens Mobility supplies solutions in the Netherlands that contribute to the accessibility and quality of life in this regard. With the help of different technologies, data is being unlocked Read More …

Improving Traffic Flow Prediction in Urban Areas by Incorporating a Real-Time Outlier Detection Model

In the last decennia the pressure on different types of mobility have severely increased in the Netherlands. Therefor the need for availability and reliability has increased. Siemens Mobility supplies solutions in this regard that contribute to everyday accessibility and quality of life. With the help of different technologies, data is being unlocked through which the operation Read More …

Resolving kpn Customer Journey Variances through a Suitable Similarity Measure

The customer journey approach is quickly becoming the game changer within KPN  to become a customer-centric service provider and to improve the customer experience to an un-telco like level. Within this context, we have already connected various touch points of the customer, including calls, chats, store visits, online visits and engineer visits, and we are Read More …

Enriching Customer Journey Prediction in KPN with Context Data

The customer journey approach is quickly becoming the game changer within KPN to become a customer-centric service provider and to improve the customer experience to an un-telco like level. Within this context, we have already connected various touch points of the customer, including calls, chats, store visits, online visits and engineer visits, and we are Read More …

Data-driven Product Design at Philips Healthcare (3 Master projects)

The study of user behaviour is an important part of the product design process. This process is particularly more difficult when dealing with products that require very complex user interaction. Therefore, obtaining as much product usage information as possible is needed, since it can reveal patterns in the user behaviour that indicate a misalignment between Read More …

Automatically Matching Requirements to Process Models Determining the Impact of Change (ACCHA)

Target audience: Computer Science students with a data science/machine learning/NLP background. Task description: The main task of this Master thesis is to develop and implement a technique that is able to automatically link textual requirements to model-based representations of business process (so-called process models). By doing so, it will be possible to quantify the impact Read More …

Detecting root causes of complaints and investigating the continuation within the customer journey

In the Dutch health care system health care insurance is obligated for all residents. The government sets the basis package and insurers compete based on price and service. Customer service is therefore very important for every health insurance company; especially in the fast changing digital world. As a result customer satisfaction is the most important Read More …

Advanced Process Mining techniques in Practice (several Master projects with ProcessGold)

ProcessGold is a software supplier bringing together Process Mining and Business Intelligence, driven by highly skilled ICT entrepreneurs and backed by a wealth of experience. ProcessGold recently released a new Process Mining platform, the ProcessGold Enterprise Platform, that combines data extraction, process mining techniques, and visual analytics in order to produce dynamic visual reports which Read More …

Philips HUE Product Evolution Using Stream Mining of Customer Journey

Philips HUE is a connected personal lighting system. It is controlled by a range of apps and smart home devices. To acquire Philips HUE, one starts with a starter kit that consists of a few lamps and a bridge. Subsequently, consumers decide to expand their system with additional lamps or/and physical sensors. About 50 lamps Read More …

Real-Time Model Discovery of the Service Order Process Using Stream Process Mining

Kropman Installatietechniek is a Dutch company established in 1934 and has become one of the leading companies of the Dutch installation industry. With about 800 employees, 12 regional locations and an annual turnover of more than 100 million Euro, Kropman is an integral service provider with a multidisciplinary approach. Kropman is mainly active in office Read More …

Do CHANGE project with Onmi Design

Onmi Design is currently working on the Do CHANGE project, funded in the Horizon 2020 program from the European Commission. In this project they are developing a health ecosystem that provides real-time behaviour change coaching based on input from various sensors. The student would assist in the development of analysis algorithms and integration of these Read More …