A Cross-Organizational Process Mining Framework for Obtaining Insights from Software Products: Accurate Comparison Challenges

Abstract

Software vendors offer various software products to large numbers of enterprises to support their organization, in particular Enterprise Resource Planning (ERP) software. Each of these enterprises use the same product for similar goals, albeit with different processes and configurations. Therefore, software vendors want to obtain insights into how the enterprises use the software product, what the differences are in usage between enterprises, and the reasons behind these differences. Cross-organizational process mining is a possible solution to address these needs, as it aims at comparing enterprises based on their usage. In this paper, we present a novel Cross-Organizational Process Mining Framework which takes as input, besides event log, semantics (meaning of terms in an enterprise) and organizational context (characteristics of an enterprise). The framework provides reasoning capabilities to determine what to compare and how. Besides, the framework enables one to create a catalog of metrics by deducing diagnostics from the usage. By using this catalog, the framework can monitor the (positive) effects of changes on processes. An enterprise operating in a similar context might also benefit from the same changes. To accommodate these improvement suggestions, the framework creates an improvement catalog of observed changes. Later, we provide a set of challenges which have to be met in order to obtain the inputs from current products to show the feasibility of the framework. Next to this, we provide preliminary results showing they can be met and illustrate an example application of the framework in cooperation with an ERP software vendor.