Using inductive miner to find the most optimized path of workflow process

Nowadays dealing with the concept of customer's loyalty and customer's satisfaction has allocated significant importance to itself. All businesses try to make their customers as satisfied as possible in order to create and increase the extent of their brand awareness and brand image/value. Accordingly, they consistently keep integrating their businesses with technology to help them improve their business through data mining or performance checking techniques and approaches. In this study, the main focus of the target organization is to create a web-based application with the intention of managing job-related tasks and linked data to another web-based application in order to reply customer inquiries about the progress status of the offered service in real-time. Even if a sample Company A has supported applications, the company still faces problems and challenges from those departments in which they are dealing with job-related tasks especially customer service department. The customer service department cannot always follow and track the exact job-related status of the tasks on a web-based application in a real-time manner. Typically, there would be too much waste of time for an employee to find a job status manually (i.e., such as making a call and searching for those employees whose responsibility on that job is accomplished one by one) when receiving a call from customers. To find out what happens within the workflow processes, the researchers in this study have intended to use process mining techniques so as to analyze an event log previously collected from a web-based application which supposed to manage and control job-oriented tasks. After contemplating on various methods and algorithms supported by process mining approaches, the authors of the study decided to choose Inductive Mining technique (i.e., Petri net-based graphs and models) to find out the workflow of the ongoing tasks as well as investigating the performance of each flow in detail.