An Evaluation of Task Mining for Process Improvement - Developing and Analyzing an Approach for the Implementation of Task Mining for Enterprise-Level Service Processes in a Global Company

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Sebastiaan J. van Zelst

Scientific Assistant - Fraunhofer FIT

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+49 241 80 21926

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Student: Sara Pashah

Title: An Evaluation of Task Mining for Process Improvement - Developing and Analyzing an Approach for the Implementation of Task Mining for Enterprise-Level Service Processes in a Global Company

Supervisor: Dr. Sebastiaan J. van Zelst

1st Examiner: Prof. Wil van der Aalst

2nd Examiner: Prof. Thomas Rose

Summary

The analysis and optimization of internal processes is a common method for organizations to ensure competitiveness. The techniques to do so are increasingly evolving into technology-based and data-driven approaches. One data-driven method for the optimization of business processes rapidly gaining in popularity is task mining. Task mining technologies record users’ desktop activities while users are executing tasks. From the resulting data logs, task and process insights on the level of desktop activities are generated. Depending on the task mining technology, these insights include information like the users’ workflows, process metrics, used applications, and used documents. By using the obtained insights, the processes can then be optimized through analysis, documentation, or automation. Nevertheless, the application of task mining in practice is not trivial. The integration and application of new technologies, such as task mining, in organizations come with challenges. Following a methodology during that process supports avoiding mistakes and saving time and costs while dealing with the data, its analysis, and its evaluation appropriately. However, a clear methodology for the adoption of task mining technologies in an organizational context is missing in the literature. Therefore, we present a holistic methodology to guide organizations through the implementation process of task mining technologies. We identify requirements for the implementation of task mining and incorporate them into a six-step methodology. The six steps guide organizations from the organizational setup to the evaluation of the redesigned process. We evaluate the feasibility of the proposed methodology by applying it to a real-world use case. During the case study, the model is applied within <<Company Not Disclosed>>. Process improvement opportunities for one of their finance processes were identified and implemented. The evaluation shows that the proposed methodology is applicable and addresses the challenges of integrating and applying task mining technologies.

Note

This work was performed in collaboration with an industrial partner. Therefore, the final thesis is not shared publically. For more information, contact Dr. Sebastiaan J. van Zelst