Understanding process behaviours in a large insurance company in Australia: a case study

Authors:
Suriadi Suriadi;Moe T. Wynn;Chun Ouyang;Arthur H. M. ter Hofstede;Nienke J. van Dijk
Affiliations:
Queensland University of Technology, Brisbane, Australia;Queensland University of Technology, Brisbane, Australia;Queensland University of Technology, Brisbane, Australia;Queensland University of Technology, Brisbane, Australia,Eindhoven University of Technology, Eindhoven, The Netherlands;Eindhoven University of Technology, Eindhoven, The Netherlands
Venue:
CAiSE'13 Proceedings of the 25th international conference on Advanced Information Systems Engineering
Year:
2013

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Abstract

Having a reliable understanding about the behaviours, problems, and performance of existing processes is important in enabling a targeted process improvement initiative. Recently, there has been an increase in the application of innovative process mining techniques to facilitate evidence-based understanding about organizations' business processes. Nevertheless, the application of these techniques in the domain of finance in Australia is, at best, scarce. This paper details a 6-month case study on the application of process mining in one of the largest insurance companies in Australia. In particular, the challenges encountered, the lessons learned, and the results obtained from this case study are detailed. Through this case study, we not only validated existing 'lessons learned' from other similar case studies, but also added new insights that can be beneficial to other practitioners in applying process mining in their respective fields.