Continuous service-based process monitoring using Pareto analysis and start-end case diagram

Abstract

PurposeThe purpose of this study is to offer a straightforward, cost-effective, and feasible resolution for managers to assess their processes in a live manner using the process mining technique and to identify anomalies in cases that deviate from the standard. Consequently, the findings of this research can be utilized by organizational managers, while process mining vendors can also leverage it as a feature for their solutions.Design/methodology/approachOur two-step method is designed to initially evaluate the level of standardization within the process, followed by identifying its underlying cause. These two steps are aimed at helping managers effectively evaluate their business processes. The steps are: (1). Start-End Case Diagram: This diagram allows for the evaluation of the lead time trend and identification of cases that deviate from the standard trend line in a service-based process. (2). Happy Path Analysis: Pareto law is suggested to identify the most frequent process variants.FindingsThis approach enables organizations to easily identify problematic cases and investigate bottlenecks when deviations from the standards occur.Originality/valueThe novelty of the paper lies in the introduction and utilization of the start-end case diagram, as well as the combination of this diagram with the Pareto law for the identification of happy path and root cause analysis.