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

S. Suriadi, M.T. Wynn, C. Ouyang, A.H.M. Hofstede, ter, N.J. van Dijk

Research output: Chapter in Book/Report/Conference proceedingChapterAcademic

58 Citations (Scopus)
3 Downloads (Pure)


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.
Original languageEnglish
Title of host publicationAdvanced Information Systems Engineering : 25th International Conference, CAiSE, Valencia, Spain, June 17-21, 2013
EditorsC. Salinesi, M.C. Norrie, O. Pastor
Number of pages16
ISBN (Print)978-3-642-38709-8
Publication statusPublished - 2013

Publication series

NameLecture Notes in Computer Science
ISSN (Print)0302-9743


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