Process mining approach to performance analysis and bottleneck finding in electronic processes (case study: the billing process of hospital services)

Abstract

Today, organisations are getting bigger and bigger. This creates a huge amount of event data. Using process-aware information systems such as enterprise resource planning, it is possible to record activities in the form of event logs. Organisations can use process mining to extract information from event logs and analyse business processes. Process mining is very important in terms of reducing costs, improving processes, and in particular reducing process time. This study focuses on practical features of process mining, namely process model discovery, performance analysis, and bottleneck finding. The case study is the billing process for healthcare services provided by a local hospital. The dataset was analysed using Disco. The results show that the process includes five main activities that had the most frequency. In addition, registering a new application to check the type of insurance is a bottleneck. Redesigning this pathway can have a significant impact on process efficiency.