Analyzing Repair Processes Using Process Mining : A Case Study

Abstract

A lot of research works in the BPM area focuses on the development of new techniques in process mining. Even though the application of process mining to analyze real life process logs is important, only few case studies are available. Thus, in this paper, we conduct a case study on how to analyze a real life process log which comes from a Korean company in the heavy industry area. We analyze a customer service process that consists of a series of activities to enhance the level of customer satisfaction. In this case study, five research questions are derived based on collected questions from the company. Then we focus on bottleneck analysis, basic performance analysis and pattern analysis that are selected in order to answer the research questions. The analysis shows some abnormal behaviors in the process and possible ways to improve current processes are suggested. †