| Vol-3112 urn:nbn:de:0074-3112-0 Copyright © 2021 for the individual papers by the papers' authors. Copyright © 2021 for the volume as a collection by its editors. This volume and its papers are published under the Creative Commons License Attribution 4.0 International (CC BY 4.0).

# BPM IF 2021
Industry Forum of the 19th International Conference on Business Process Management

### Proceedings of the Industry Forum at BPM 2021
co-located with 19th International Conference on Business Process Management (BPM 2021)

### Rome, Italy, September 6-10, 2021.

Edited by

### Massimiliano de Leoni *
Minseok Song **
Maximilian Röglinger ***

* University of Padua, Italy
** Pohang University of Science and Technology, South Korea
*** University of Bayreuth, Germany

## Table of Contents

- Preface
- Has the Pandemic Impacted my Workforce's Productivity? Applying Effort Mining to Identify Productivity Shifts during COVID-19 Lockdown 3-13
  Wolf-Dietrich Zabka, Peter Blank, Rafael Accorsi
- Process Mining Applied to Emergency Room: An Organizational and Change Management Perspective 14-25
  Stefano Aiello, Paola Bardasi, Tiziano Carradori, Veronica Cipriani, Paolo Facoetti, Luca Flecchia, Antonella Grotti, Elda Longhitano, Simona Solvi, Andrea Strada, Massimo Tarantino
- How Can a Service Provider Utilize Process Mining on Customer Journeys to Gain Actionable Insights for Service Delivery Improvements? 26-37
  Mathias Hansson, Kristin Angel, Felix Mannhardt, Knut Kvale
- Improving PhD Student Journeys: Insights from an Australian Higher Education Institution 39-49
  Kanika Goel, Sander J. J. Leemans, Moe T. Wynn, Arthur ter Hofstede, Janne Barnes
- The BPM Context Matrix: A Framework for Managing and Designing Context-Aware Business Processes 50-61
  Jan vom Brocke, Manuel Weber, Thomas Grisold

2022-02-08: submitted by Massimiliano de Leoni, metadata incl. bibliographic data published under Creative Commons CC0
2022-03-22: published on CEUR Workshop Proceedings (CEUR-WS.org, ISSN 1613-0073) |valid HTML5|