Process Mining for Analyzing Customer Relationship Management Systems: A Case Study

Abstract

Process Mining aims to discover and evaluate As-Is processes from sets of sequential events, by examining different instances of the same process and building models that can detect patterns and behaviors. In the meanwhile, organizational perspective is being considered in Process Mining by taking advantage of the ability to extract social networks that represent different kinds of relations between resources performing the process. The case study tries to describe how Process Mining could be applied in order to detect and improve “Customer Relationship Management” process and extract some kind of social networks that represent the relations between the employees(resources) of National Institute of Statistics of Portugal (INE) using event logs.