Title: Defining business process improvement metrics based on BPM life cycle and process mining techniques

Authors: Zineb Lamghari; Maryam Radgui; Rajaa Saidi; Moulay Driss Rahmani

Addresses: LRIT Associated Unit to CNRST (URAC 29), Faculty of Sciences, Rabat IT Center, Mohammed V University in Rabat, Morocco ' LRIT Associated Unit to CNRST (URAC 29), Faculty of Sciences, Rabat IT Center, Mohammed V University in Rabat, Morocco; SI2M Laboratory, National Institute of Statistics and Applied Economics, Rabat, Morocco ' LRIT Associated Unit to CNRST (URAC 29), Faculty of Sciences, Rabat IT Center, Mohammed V University in Rabat, Morocco; SI2M Laboratory, National Institute of Statistics and Applied Economics, Rabat, Morocco ' LRIT Associated Unit to CNRST (URAC 29), Faculty of Sciences, Rabat IT Center, Mohammed V University in Rabat, Morocco

Abstract: Nowadays, organisations use business process management (BPM) around the world to maintain a competitive advantage related to their business processes (BP). In this sense, business process improvement implies often a challenge in identifying specific improvement metrics according to the BP types, which from different scenarios. Thus, we present in this paper an integrated approach for defining improvement metrics according to the BP types. Our proposed approach is validated through a case study involving the enhancement of a BP. This BP is about requests for compensation within an airline company. Our approach consists of three main pillars: 1) management BP metrics; 2) operational BP metrics; 3) support BP metrics. In order to identify appropriate improvement interventions, modelling, analysis, simulation, monitoring and process mining techniques are used.

Keywords: business process management; BPM; business process types; BPM life cycle; key performance indicators; performance metrics; process mining; support BP; management BP; operational BP.

DOI: 10.1504/IJBPIM.2019.099875

International Journal of Business Process Integration and Management, 2019 Vol.9 No.2, pp.107 - 133

Received: 26 Jul 2018
Accepted: 04 Jan 2019

Published online: 24 May 2019 *

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