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Manufacturing enterprises integrate products and services, to improve and expand business processes from the perspective of service, so that they can realize the management of the whole life cycle of the product and obtain more benefits. The original process mining algorithm cannot support the establishment of customer-centered service process model, nor can it describe the value creation mechanism of service stakeholders in the service process. To solve this problem, this paper takes the manufacturing product service system as the background, improves the flexible heuristic miner, which can mine customer-oriented service process model from the event log, and extracts the actors and value information of service activities, so as to build the service-oriented process value model. We verify the improved heuristic miner through a case of air conditioner product service system.

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