Improving operational processes - A process mining case study in e-commerce

Abstract

Increasing demand in e-commerce has developed a highly competitive environment for companies, where process efficiency and customer satisfaction are keys to success. To identify opportunities for increased performance, process mining can be used as a data-driven analysis method. Process mining is a tool of business process management that is specifically used to find improvement opportunities in processes based on ta logs. Current research in e-commerce has studied mining in customer weblogs context, but using process mining on business operational processes has yet to be done. Hence, this study explores this aspect from process performance and customer satisfaction angles, providing additional knowledge to existing research. The results showed that process mining could effectively identify performance and customer experience related problems in operational e-commerce processes. Furthermore, combining domain experts’ knowledge, redesign heuristics, and analysis results enabled to propose relevant and insightful change opportunities.