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

Suriadi, Suriadi, Wynn, Moe T., Ouyang, Chun, ter Hofstede, Arthur H.M., & van Dijk, Nienke (2013) Understanding process behaviours in a large insurance company in Australia : a case study. In Advanced Information Systems Engineering - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), Springer, Valencia, Spain, pp. 449-464.

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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.

Impact and interest:

8 citations in Scopus
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ID Code: 55502
Item Type: Conference Paper
Refereed: Yes
Additional Information: This report has been accepted at the 25th International Conference on Advanced Information Systems Engineering to be held in June 2013.
Keywords: process mining, business process management, case study, finance, data mining
DOI: 10.1007/978-3-642-38709-8_29
ISBN: 978-364238708-1
ISSN: 0302-9743
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000)
Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Current > Schools > School of Information Systems
Copyright Owner: © 2013 Springer-Verlag.
Deposited On: 12 Dec 2012 01:28
Last Modified: 01 Aug 2013 07:27

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