Customer Oder Fulfillment Process Analysis with Process Mining

Abstract

Under the pressure of the rapid change engendered by the fast growth of information and communication technologies, organizations are required to continuously enhance their business processes in order to defend their market position and maintain their competitive edge. To achieve this, process mining has emerged as a mean to analyze the behavior of companies by extracting process-oriented knowledge from event logs recorded in today's information systems. In this paper, we present an industrial application of process mining in a real customer order fulfillment process of a heavy manufacturing company. This process is characterized by a very long lead time. Event logs from the Shipbuilding Processing Plan Management System of the company are analyzed based on several process mining techniques. We have identified the real as-is process of the customer order fulfillment process and determined what makes this process spending too much time. The outcomes of this case study can be used by the company as a foundation to optimize and improve their processes.

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