Authors - Syeda Sohail, Maurice van Keulen Abstract - Process mining enables organizations to gain actionable insights into their business processes by analyzing digital footprints extracted from information systems. These insights unravel inefficiencies and exude process enhancement through bottleneck detection and conformance checking. This paper presents a case study where process mining is applied to five real-world event logs of a Commerce Platform-as-a- Service provider to expedite the business process by reducing waiting times and minimizing multiple customer interactions. A comprehensive process mining project methodology was implemented to conduct the case study. The findings revealed key bottlenecks and underlying factors that contribute to delays and excessive customer interactions. In response, process enhancement recommendations were implemented with the organization’s template adjustments for an efficient business process optimization. The study also addresses the dilemma of privacy-utility tradeoff by ensuring that the event logs adhere to privacy-by-design requirements without compromising the utility of the data. Instead, the fulfilled requirements further refined process mining and data analysis by minimizing and abstracting event logs in this relatively less sensitive domain.
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